The receptionist took information from me laughed down the phone then without any explanation just transferred me straight to sales. I found her rude and unprofessional

Dear DylanI am following up regarding the £500 refundable deposit for the Mercedes-Benz Approved Used vehicle.As per your confirmation, the refund was expected within 5–7 days. Today is now day 8, and I have not yet received the funds or any update.Please confirm today:• The status of the refund.• The exact date the £500 will be returned to my original payment method.As this refund is now overdue, if I do not receive confirmation by the end of the next working day, I will escalate the matter to the Sales Manager/Dealer Principal and Mercedes-Benz UK Customer Services.I would appreciate your prompt attention so this can be resolved immediately.Kind regards,DomnickI have sent all the required documents to the accounts team.If you would wish to escalate this further, you need to email vehiclecomplaints@lookers.co.ukAll I do as a sales member is forward the email to the relevant departments and create the refund form which I have done already.Regards

Work carried out did match what was agreed and quoted.

Im sorry I'm so angry with mercedes. I have a SLK just under 2 years ago the roof started to leak as the seal had lifted. I took it to Mercedes Stourbridge and it was re sealed. It is now leaking again they have looked at it said it can't be resealed so needs a new roof at a cost TO ME of £4500 even though the seal which was still under guarantee failed. Mercedes have said it needs a new roof and will not pay for it. Another thing when I picked my car up the next day it was throwing it down with rain. My car was outside all steamed up as it had leaked in. When I mentioned this to the lady who works in the service department she said " if we had know it was going to rain we would have put your car inside". Look out the window it was throwing it down. You have staff who are not bothered about customer service as are mercedes.I will be taking this further. So no ratings are all for Mercedes. I presume no one will actually read this email and give me a courtesy call but we can all live in hope.RegardsLesley Quinton

Efficient and precise

Dear Mercedes Stourbridge,I am contacting you to inform you in writing (further to my phone call) that I have decided to reject the vehicle I recently purchased from you under the consumer rights act.Reg: VK22 GYRModel: EQBPurchase Price: £27099 in cashThe car has a recurring fault whereby it reports the vehicle charging cable is plugged in when it is not, which renders the car undrivable.This has happened on multiple occasions including July 2025, October 2025 and January 2026.The Giffnock branch of Mercedes has tried to repair this issue twice and failed.The car is completely unreliable and leaves me randomly stranded as it won't drive and this has happened each time with two young children in the car and a husband that works away.On two occasions I have had to call out the RAC due to being broken down. This is a serious, fundamental functionality failure which makes the car intermittently unusable.The short time scale between us purchasing the vehicle and the onset of the defect makes me concerned that the defect was present or developing at the time of purchase.I am writing to request acceptance of my rejection and to enquire about the arrangements to return the car.I will also challenge any deduction for use based on the fact that I bought the car assuming it would be fit for purpose and it is not. It has caused me significant stress and inconvenience, namely when I have been stranded with two young children, needed to call out the RAC and I have wasted my time taking it to the Mercedes garage for failed attempts at fixing it. I think the car is effectively worthless as Mercedes are unable to fix it and I think it was worthless when I bought it.If necessary I will escalate this to The Motor Ombudsman.I look forward to your reply and would also appreciate being given my case reference number.Kind regards,Katherine Lafferty.

Dear Lookers / who this may concern,I am writing on behalf of Joshwa Linton, regarding his Seat Leon FR Line 2020, purchased from you approximately 9 months ago and currently financed through Mi Finance.You have already been contacted regarding a serious fault with the vehicles infotainment system. The system is non functional (stuck loading, unresponsive, no audio), and replacement of the screen has confirmed this is not a display issue. There has since been an additional independent diagnostic done on the car to determine the cause of the issue which shows that there is a fault with the telematics module which is creating the issues with the infotainment system.Independent diagnostics evidence confirms:• Loss of communication with the infotainment control unit• Software / security signature verification failure• Internal memory errors and improper shutdownsThese findings clearly indicate an internal failure or latent defect, not wear and tear or user caused damage.Your continued position that this is "out of warranty" is not an acceptable resolution. Warranty status does not override statutory rights under the Consumer Rights Act 2015. A major electronic system failure of this nature, occurring within 9 months of purchase, means the vehicle is not of satisfactory quality nor reasonably durable.We have already attempted to resolve this matter directly with you and have been dismissed. As a result, please be advised that:• We are formally requesting that this fault be repaired at no cost or that an appropriate remedy is offered, and• This matter is being simultaneously escalated to the finance provider, who is jointly liable under the Consumer Rights Act.This email constitutes formal notice that statutory rights are being exercised. We expect a written response within 14 days confirming how you intend to resolve this matter. Should no satisfactory resolution be offered, escalation will continue via the finance provider, and if necessary the relevant ombudsman services.For completeness, it should also be noted that this vehicle experienced a separate fault within weeks of purchase, which was addressed by yourselves as 'a gesture of goodwill'. The occurrence of multiple significant issues within a short ownership period further supports the position that the vehicle was not of satisfactory quality at the point of sale.We look forwards to your prompt and constructive response.Kind Regards,Nakila Rochester07534163840(On behalf of Joshwa Linton)Car Reg: DY70 JKE

Lookers website wasn't very simple used it to appraise my car and ended up part exchangeing it should change the text for value your car to "value your car for part exchange"

I brought my car in on the 17th December for a repeat check as I was previously told everything was fine even though I heard a worrying sound. Few days later, MOT picked up an oil leak which was obviously missed by yourselves. I cannot believe a company as big as yourselves will miss an oil leak which was only picked up by a small Auto shop. As if that was not enough, I was informed that a request has been put through to the warranty to ask for approval since that day. It has been 22 days, 22 whole days of waiting for approval for warranty!!!!!!!!!!!!!! This is not the first time I have had to bring my car in for repair, it has always been the same day.You have allowed me to drive a car that was leaking oil for nearly a month with no recourse to fixing it. This is a way of documenting that I have constantly chased you guys just to try and get the car in to be fixed to no avail. I hope nothing further happens to this car because if it did, you will be blamed. I will also be picking this up with the ombudsman definitely. I wish we did not have to resort into this but of course, you have your poor service to blame!!!!

Dear Justin Ruck,I hope this message finds you well. I am writing regarding the handover of my 2023 Mercedes A-Class Executive Line, which took place on 15th November. The vehicle was reserved on 9th November, with the initial deposit paid the same day.Unfortunately, there were several issues and disappointments during and after the handover that I would like to bring to your attention:1. Window wipers – They were blunt upon collection. We did not check them at the time, as it is not something a customer should expect to inspect on a newly purchased vehicle — this should have been verified as part of your approved used checks , which should include a multi-point inspection.2. Phone chargers – Ivan had promised that chargers would be sent out to us, but we have not yet received them.3. Front bumper dent – There is a visible dent above the number plate which we did not notice upon collection. However, after reviewing photos taken on the forecourt at the time, the dent is clearly visible and appears to have been missed by the paint team who touched up areas of the front bodywork. Please see attached photos of both the damage and where the number plate holder bends inwards .4. Car mats – The mats supplied were not AMG ones, despite this being stated in the specification and confirmed with Ivan. Initially, plain mats were fitted, and only after I raised the issue did Ivan remove AMG mats from another car in the dealership and place them in mine — which was not the professional approach I expected.5. Fuel level – The car had very little fuel at the time of handover.6. Vehicle condition – The car was wet and dirty upon collection, and I had to ask for it to be dried before taking it away.7. Handover experience – I was excited to pick up the car, having looked forward to the new car day. However, the entire handover experience left me extremely dissatisfied. The process felt rushed, as Ivan needed to attend a team meeting, and the car was not presented in the newly refurbished handover bay as promised.What should have been an enjoyable and memorable moment felt disorganised and disappointing — not the level of service I expected from Mercedes-Benz .For a brand that prides itself on quality and attention to detail, this experience was extremely disappointing and fell far below the standard I expected when purchasing a Mercedes.I would appreciate it if these matters could be reviewed and addressed promptly — specifically, replacement of the wipers, provision of the correct AMG mats and phone chargers, and an inspection and resolution for the front bumper dent.Please let me know the next steps or a convenient time for a follow-up discussion.Vehicle Registration when purchased -GN73 UGGSince ownership Plate has been changed to -M27 TUC