Took my car for a drop off MOT as couldn’t get a sit and wait slotI asked if I could wait and the service team pulled out all the stops to get my car processed in 1and 1/2 hours thank you Mercedes team for your assistance

I purchased my Mercedes Eqa through Mercedes Tonbridge and was very pleased and thought Luke who I dealt with was brilliant. I had an issue as I had to put my private plate in retention and had to wait for the V5 to come back for my Audi tt that I part exchanged. Luke said once received I can bring it up or post it. I decided to drive up so I could get my refund quicker. I drove up on 4th with my partner and dropped it off and one of your colleagues stated Luke will sort Monday the next day. I then called Luke to speak to him about the refund on the Monday in which he said he would sort and I also told him about a problem with the Mercedes I bought as makes a concerning buzzing sound when the heater is on which is worrying. I asked if I could use a closer Mercedes garage to get the issue solved and he said he would speak to the used cars manager. I waited a whole week with no response from Luke. I then emailed him on the weekend 10th/11th January chasing him in which he then said he was going to speak to the used car manager and he hadn’t even sent my refund off as he asked for my bank details. I was frustrated as the whole point I drove up was to receive this quicker. I emailed him and he said he would send the money and speak to the used cars manager and today the 16th I still have not recieved my refund and still not heard about anything about the used car manager. I’m now incredibly annoyed that it feels like I’ve been sold the car and that’s it no help or support and the customer service has completely gone. I am still waiting for my £1,000 holding deposit and currently have a Mercedes I don’t want to put the heater on due to the noise and potentially making it worse. If this could please be looked into as was so happy buying the car but now disappointed. I had just bought a house too so the holding deposit was money I thought I was going to get back quickly once you had recieved the V5

From the moment we arrived until the time was picked up we had brilliant service

problems with the car we purchased have still not been resolvedwould like to speak with the dealer principle to finalise or return the car for a full refund

Vehicle test driven was un roadworthy, had not been valeted, no indicators or o/s headlight. Sales representative was good, but she had to run every enquiry past her manager who was elusive on first visit, and I felt unhelpful on the 2nd. Unable to arrange own Finance, which i felt was a restrictive practice. Offered 3 months warranty, which on a Mercedes I felt should of been 12 months at least.

Tony was helpful and informative

The initial contact was good via email, and we believe we made clear we was going to the showroom to view the car only to be told on arrival the electric GLC is not yet being produced. We had no problem with that & had a chat with your sales rep. We made it clear we wanted to know when a vehicle will arrive at which point were have a test drive. We asked about placing an order immediately & it was explained that no pcp is currently in place. We left on the understanding we would be kept fully up to date as we want the car asap. I emailed the showroom when I returned home, to date i have not received any response? We didn't feel our enquiry was important & the lack of email has cemented this feeling.

Louise was very helpful, professional and understanding

Jordan was incredibly patient. He did not rush us despite approaching closing time. He organised test drives of all the vehicles we needed to try. I will definitely look to purchase from him once we have decided on which model(s) we want to go for. An excellent experience with a very kind sales person.

Always room for improvement.