Brilliant. Thank you.

Because I was happy with the service, of your representative,

Very efficient first contact by a charming chap.Sent through a list of questions about the car. Heard nothing the car disappeared from web site so presumably sold.Would have been nice to have a little note rather than just seeing it disappear.However not as bad as another MB dealership that was actually advertising a car that didn’t exist.

I had an excellent experience with Mercedes‑Benz of Stourbridge. The team was welcoming, professional, and incredibly helpful throughout the entire process. Everything felt smooth, and I left feeling confident and well looked after. I’d happily recommend them and would definitely return in the future.

i put a deposit down on a car of £100, car was meant to be delivered today and rang through and put a stop to the delivery because of a change of circumstances. Getting a car through pip thats better for mobility. unhappy with the service and requesting money to be returned which Mercedes are with holding. Have not seen the car in person, bought over the phone for part exchange

am contacting you regarding the vehicle listed above, following a telephone call with your Stourbridge branch today who simply referred me to this complaints process rather than addressing my issue (see email below).I would have expected your General Sales Manager to have had the autonomy and authority to resolve this issue, without requiring me to go through a ‘remote’ email led process.I am extremely frustrated and feel that Lookers have failed to deliver for me as a customer, and failed in its duties to represent the Mercedes brand.I purchased this vehicle for my wife, as a low milage used approved vehicle.At the time of purchase the price agreed reflected 3 key areas, agreed verbally with your sale person, Ray. All the three areas below were discussed at length:1. A repair to the drivers seat2. Repair to external chrome3. That the vehicle would be serviced prior to collectionPoints 1 & 2 were delivered in full.It was not possible for me to establish point 3, as there is no physical service book, but I was assured all agreed works had been completed.You can imagine my surprise, just over 3 months from taking collection of the vehicle to be notified that a major service ‘B’ is required.Your branch have failed to address my concern, but simply referred me to this email address.I also purchased an extended warranty and therefore call on you to respond to this quickly, as I cannot accept any delay impacting the warranty.I consider that you are in breach of the Consumer Rights Act 2015, and I am therefore affording you the one chance to remedy the breach as required under the act. The remedy I am seeking is for the car to be serviced (as agreed at the point of sale) by your branch in Sturbridge. If this is not undertaken in a reasonable time period I reserve the right to return the vehicle to you, as permitted under the act and will seek to recover damages in this event.I am hoping you can correct this error quickly, and that you will share in my disappointment, without causing any further delay, and I look forward to your response.

The salesman Lee was very polite and helpful.

Polite and helpful staff

Dear Lookers Customer Relations Team,Note:I would appreciate this matter being treated as urgent. Given the delays so far and the impact on my daily life, I kindly request that my complaint is acknowledged immediately and prioritised for resolution.I am raising a formal complaint regarding the handling of my vehicle rejection with Lookers Mercedes-Benz of Stourbridge.The vehicle has already been formally rejected, and on 9 December 2025, Lookers collected the second key and V5 from my address. Since then, I have made multiple attempts to obtain confirmation of my refund and the cancellation of the Bumper finance plan, but I have not received any clear or timely response.I now have written confirmation from Bumper Finance stating that:•Lookers must authorise the cancellation of the PayLater agreement, and•Bumper will refund the payments I have already made only once Lookers instructs them to do so.I have forwarded this information to the dealership, yet I still have not received written confirmation from Lookers that the Bumper plan will be cancelled or when my refund will be issued.To be clear:•I cannot provide my bank details until Lookers confirms in writing the full and final refund amount I will be receiving, including how the payments I have already made to Bumper will be handled.•My refund has now been delayed despite Lookers collecting the key and V5 on 9 December.This situation has caused significant stress and inconvenience, particularly as I currently have no vehicle and elderly parents who rely on me for transport.As this matter is urgent, I am requesting the following in writing:1.Confirmation of the full refund amount, including how the Bumper payments I have made will be refunded.2.Confirmation that Lookers has authorised Bumper to cancel the finance agreement, as Bumper has confirmed is required.3.A clear timeline for when my refund will be processed.If this is not resolved promptly, I will have no choice but to escalate this further outside of Lookers.I look forward to your urgent response.Kind regards,MaveshOn 10 Dec 2025, at 10:53, Mavesh Aminwrote:Hi Gemma,As mentioned, I have contacted Bumper directly. They have confirmed that only Lookers Mercedes-Benz Stourbridge can authorise and process the cancellation of the PayLater agreement. Once Lookers instructs them to cancel it, Bumper will refund all payments I have made to date.To be clear, the PayLater agreement exists only because the warranty was added by Lookers at the point of sale. Since the vehicle has now been rejected and collected, and I am no longer in possession of it, I should not be paying for a warranty on a vehicle I do not have.I will provide my bank account details for the vehicle refund as soon as I receive written confirmation that Lookers has authorised the cancellation with Bumper.For reference, I have forwarded the email from Bumper below confirming that Lookers must initiate the cancellation. I would appreciate confirmation in writing as soon as possible so the refund can be processed promptly.Kind regards,MaveshFrom: support@bumper.coDate: 10 December 2025 at 10:27:52 GMTTo: Mavesh.a@outlook.comSubject: Mavesh Amin (1823607) #458004881Good morning,Thank you for your call today.To request a cancellation of your PayLater plan, please contact Lookers Mercedes-Benz of Stourbridge directly on 01384 380702.Bumper is responsible for splitting your bill into instalments and collecting the monthly payments. However, only Lookers Mercedes-Benz of Stourbridge has the authority to approve and process your cancellation.Rest assured that Bumper will issue a refund for any payments made to date only if Lookers Mercedes-Benz of Stourbridge have cancelled your PayLater and specifically instructed us to do so.Kind regards,Support Team | BumperTel UK: (0) 800 612 0946Tel ROI: (0) 15 719 328Bumper International Limited, 32 Eyre Street, Sheffield, S1 4QZ, UK Registration No. 08576711On 9 Dec 2025, at 15:34, Mavesh Aminwrote:Hi Gemma,For the record, the second key and V5 were handed over today solely to allow Lookers to complete the vehicle rejection process. This does not authorise any refund or payment of the Bumper loan until I receive written confirmation from Lookers.I therefore need written confirmation of:1.The full vehicle refund2.Cancellation of the Bumper agreement and refund of any payments I have already made (£149.80)To clarify, I have already contacted Bumper directly. They confirmed that they cannot cancel the agreement themselves and that Lookers must instruct them to cancel or unwind the linked credit arrangement, as the agreement was created at the point of sale.Although Bumper is structured as a personal loan, it is a linked credit agreement connected to the purchase of the vehicle. Under the Consumer Rights Act 2015 and FCA rules, when a vehicle is rejected within 30 days, the dealership must:•Refund the purchase, and•Unwind or cancel any linked credit arranged through them, so the customer is not left paying for a product they no longer have.Because of this, I cannot accept being told I must continue paying the Bumper loan myself. Lookers is responsible for contacting Bumper to cancel the agreement and refund any payments I have already made.Please confirm in writing once this has been arranged. Once confirmed, I will provide my bank details so the refund can be processed.Kind regards,MaveshOn 9 Dec 2025, at 11:38, Mavesh Aminwrote:Hi Gemma,I understand the driver has collected the second key and V5 today. For the record, these were handed over solely to allow Lookers to complete the vehicle rejection process.This does not authorise any refund or payment of the Bumper loan until I receive written confirmation from Lookers regarding:1.The full vehicle refund2.Cancellation of the Bumper agreement and refund of any payments I have already madePlease confirm in writing once this has been arranged.Kind regards,MaveshOn 9 Dec 2025, at 10:37, Gemma Hamiltonwrote:HI Mavesh,Our driver is leaving nowMnay thanksGemmaGemma HamiltonMB Transformation ExecutiveMercedes-Benz of StourbridgeSt John's Road | Stourbridge | DY8 1ETT: 01384 445 800lookers.co.uk/mercedes-benzFrom: Mavesh AminSent: 08 December 2025 16:47To: Gemma HamiltonSubject: Re: Vehicle Faults – Formal Request to Arrange ReturnExternal Sender: Confirm legitimacy before acting.Hi Gemma,Thank you for your email.I can have the second key and the V5 ready for collection tomorrow. Please let me know the driver’s expected arrival time so I can ensure someone is available.Just to confirm, I am handing these items over purely so that Lookers can complete the rejection process. This does not authorise any refund processing until the below points have been confirmed in writing.Regarding the Bumper finance, I have already contacted Bumper directly. They confirmed that cancellation of the agreement must be initiated by Lookers, as the agreement was created through the dealership and is directly linked to the vehicle purchase.As the vehicle has been rejected under the Consumer Rights Act, the associated Bumper agreement should also be cancelled. I will not be paying off the loan myself.Please confirm in writing:1.The full refund amount2.That Lookers will be contacting Bumper to cancel the agreement3.That any payments I have already made to Bumper will be refunded to meOnce I have this written confirmation, I will then provide my bank details so the vehicle refund can be completed.Kind regards,MaveshOn 8 Dec 2025, at 14:38, Gemma Hamiltonwrote:Hi Mavesh,Apologies, I have been on annual leave.So, we will process your refund, which should take around 5 working days, maybe sooner. However, we cannot process this until the other key and V5 are handed in to site. I can arrange a driver to collect these from you tomorrow, if that works.The Bumper information is as per my previous email, there is no way around this unfortunately as its classed as a personal loan. If you contact Bumper Finance , they should confirm this for you.Kind RegardsGemmaGemma HamiltonMB Transformation ExecutiveMercedes-Benz of StourbridgeSt John's Road | Stourbridge | DY8 1ETT: 01384 445 800lookers.co.uk/mercedes-benzFrom: Mavesh AminSent: 08 December 2025 10:42To: Gemma HamiltonSubject: Re: Vehicle Faults – Formal Request to Arrange ReturnExternal Sender: Confirm legitimacy before acting.Hi Gemma,I’m following up on my email sent on Thursday evening regarding confirmation of the full refund amount, the cancellation of the Bumper warranty, and the collection of the second key.I haven’t yet received a response. Once I have written confirmation of the refund amount and the warranty cancellation process, I will provide my bank details, and you can arrange for the second key to be collected from me.Please could you provide an update today?Kind regards,MaveshOn 4 Dec 2025, at 16:31, Mavesh Aminwrote:Hi Gemma,Thank you for your email.Before providing any bank details, please could you confirm in writing the full refund amount that will be issued, including:•The vehicle price•The warranty amount•Any associated chargesRegarding the Bumper warranty: as the vehicle has been rejected under the Consumer Rights Act, my understanding is that the linked Bumper agreement should be cancelled by Lookers directly, after which any payments already made will be refunded via the same system.Please confirm that:1.Lookers will process the cancellation of the Bumper warranty, and2.I will not be required to pay off the remaining balance myself.Keys:When the vehicle was collected, I offered both keys but your driver advised he was only taking one. I still have the second key here. Please arrange for this to be collected, as I was advised not to post car keys for security reasons.V5:I will complete the DVLA online notification of transfer once the refund details are confirmed. This updates ownership immediately. Please let me know if you need the reference number once done.Once I have written confirmation of the full refund amount and the warranty cancellation process, I will provide my bank details and have the second key ready for your driver.Kind regards,Mavesh

Overall just quite below par fir Mercedes brand