Good AfternoonHX68XCVI am reluctant to leave feedback on Google/Autotrader/Trustpilot at the moment as I have some issues.Whilst I fully appreciate that this sale was taken over from your lovely salesman Shabier (due to illness) and handled by Declan, there are a few things I would like to raise.1 – We had arranged to collect the vehicle on Sunday 1st February but I actually felt slightly pressured to get this done within the month of January (no doubt to go into January’s sales figures (??)which meant that we had to pay road tax for the whole of January on 30th of the month. Not a great amount but, going forwards, this means that the vehicle will be due to be taxed at an already busy Christmas time rather than end Jan.2 – Vehicle was collected in the dark. Scrape on bumper noticed the following morning. Currently in the hands of Declan.3 – Mercedes me not connected – was told previous owner still had details on and could not be connected to my Mercedes me account which I have for our other MB.I was told this is not a hard thing to deactivate and a telephone call was arranged for Saturday 31st January (when the scrape would have been advised). Telephone call not received.4 – I telephoned on Monday 2nd February – Declan not working that day so I asked that he ring me Tuesday 3rd. I also asked if Karen could call me back regarding another matter. Telephone calls not received.5 – I telephoned Tuesday 3rd and spoke to Declan. Advised scrape and have (today) supplied a photograph taken on the Saturday morning. Waiting to hear from him regarding action required.6 – HX68XCV number plates were not in the vehicle when we collected it (Lookers had put our cherish plate on ready for collection). Declan to advise where they are as they will be required when we retain our current plate.7 – Your phonelines are appalling. VERY crackly and requiring repetition of conversations.8 – Minor point but………………new keys were given to us without any form of keyring. Very cheap and not becoming of a Mercedes Benz dealership.We have dealt with Mercedes Benz of Stoke for MANY, MANY years now (Drayton/Lookers), having purchased many vehicles.Gone are the days of receiving a nice bunch of flowers, baseball cap, umbrella or fuel as a thank you for purchasing one of their vehicles (and now even basic keyrings!!).I appreciate that we haven’t spent the tens of thousands of pounds that some customers obviously do but we have been very loyal customers of MB Stoke and are feeling a little miffed on this latest sale.I look forward to your reply to this feedback.YoursKaren Mason

Salesman Adam was a gentleman very easy to talk too

We dealt with Declan Johnson who was courteous and extremely professional. He took time to explain things to us, and we did not feel pressurised or rushed in any way, this gave us time to think.We also spoke with the manager and receptionist both of whom were polite and friendly.

I am writing to raise a formal complaint regarding my experience following the purchase of a Mercedes-Benz A-Class A200 (Registration: BT18 NYD) from your Stoke-on-Trent dealership in March 2025.At the time of purchase, I was provided with a 12-month warranty, and it was agreed that the vehicle would be supplied with a valid MOT. Unfortunately, this MOT was not completed as agreed and I was required to return the vehicle approximately two months later for this to be carried out (this was completed all okay). However, during this period my attempts to obtain clear communication and updates from the dealership were met with poor and inconsistent responses, which was disappointing.While the vehicle was with you for the MOT, I specifically requested that the following issues be investigated:A persistent ticking noise coming from the heating/cooling controls when in use.I was later informed that this had been investigated and that no fault was found. However:The noise is clearly audible and disruptive,It continues to occur during normal use.I was provided with no engineer’s report, diagnostic notes or evidence that a meaningful investigation had taken place. Given the nature of the issue, I do not agree that this has been properly assessed.The second issue was a squeaking noise while driving at all times (specifically slow speeds).This issue was raised with the dealership but received no response and it has significantly worsened over time. The noise is now persistent and concerning from both a comfort and safety perspective.Following these issues, I made multiple attempts to contact the dealership via email (many of which were clearly ignored). I have retained full email correspondence as evidence and can provide this upon request.I want to be clear that I did not expect this level of customer service from a Mercedes-Benz retailer. The lack of communication, failure to properly investigate reported faults and ongoing unresolved issues under warranty have left me extremely dissatisfied.I would like these issues to be resolved once & for all. It would be nice to have a proper diagnostic inspection of both the heating/cooling control noise and the squeaking noise while driving as this is starting to become a real concern.I look forward to your prompt response and a resolution that reflects the standards expected.

I enquired about an AMG E 53, I was promptly contacted about this car and I engaged via email to get the specification, videos. I had a call with the salesman and had to chase multiple times to try and get figures for the car. This went on over 2-3 days. I sent two email replies after a phone call to confirm the term, deposit and mileage but I never received any response to this at all. As such it now looks like the car has sold which is a shame as I was wanting to buy the car but never received any response.Overall I am now looking at another manufacturer as I’m extremely unimpressed by the service.

Waiting for to be spoken toVery bad serviceNo one even bothered to come to reception till 15 mins of arriving job communicationSeen after an hour!!!Put me off even looking at car

The best, polite, friendly and helpful staff, thank you all,

Sophie was very helpful even coming in on her day off to arrange a test drive making everything very easy and pleasant.

Didn’t have the car I was looking for

Under consumer credit act rights how can you not allow finance arranged by clients and insist on the purchaser to go ahead only with your in house finance??? This is very unfair and am not sure whether legal or not but it’s an absolute shame on the company