I have been a long-standing customer of Mercedes Stourbridge and have, in the past, been very content with the quality of service provided, and particularly of the highly knowledgable staff who used to staff the desk when my car was being serviced. As a result, I have built up very trusting quality long-standing relationships with those very knowledgable staff. However, for whatever reason, those important and valued staff have now left. As a result, my past two or more service visits have been far less positive, and I have not been at all impressed by either the speed of service at the desk (on at least two occasions I have been kept waiting unserved for at least 20 minutes) or the lack of relevant knowledge of the replacement desk staff. This disappointment was highlighted particularly during my last but one service visit, a few weeks ago, when I arrived to find that, despite being a very long-standing customer, the central service booking service had apparently incorrectly booked my car in at Stoke, rather than Stourbridge, for the service. I am very unimpressed by the Central booking system therefore. However, very luckily, in view of the very considerable distance I now have to travel for the services, the staff at Stourbridge were able to add my service to the day’s commitments. However the service clearly suffered from the additional time pressure that was needed to perform the unexpected service. On my latest visit, the car had been simply booked in for an annual MOT test, and I had come armed with a number of questions of very real concern, particularly relating to now-identified (by another garage) major misalignment of all four wheels which had caused highly non-uniform and dangerous wear of all four tyres, with at least two tyres having worn down to the canvas. After the recent MOT test, I therefore questioned the senior staff member on the service desk in detail regarding all of my concerns. This was a lengthy discussion, and I was very grateful indeed for the time spent and valuable inputs provided by the staff member consulted. However, this recent level of service is not at all what I expect from a reputed Mercedes outlet. I have therefore sought, and been given firm assurances, that the level of service provided is now improving again, and will now continue to improve back to expected levels. It is on that basis that I have agreed to return my car in the near future so that corrective service actions can be taken. However, I will now be monitoring the future service performance very closely, and will have no hesitation whatsoever in selecting an alternative Mercedes outlet for future services, if necessary. I repeat, this is absolutely not what I expect from a reputed Mercedes outlet.

Very friendly staff, easy to deal with as always.

very professional and very helpful

Well looked after.

Good service and friendly staff.

Sales assistant was polite and helpful.

The salesman was very helpful and pleasant.

Great fast service.

Very pleased with overall experience

Pleasant, comfortable surrounding to work form while I waited for my car to be serviced. I was kept updated on progress throughout by the servicing team. The lady who offers teas and coffees is so friendly and makes you feel at home, a huge asset to Mercedes of Stourbridge, hence the 5 star rating!