15th July received email relating to setting up service plan, followed the steps through and then it would not progress any further, then requested a call back to finish the process. this call back did not materialize. has called today and was put through to booking office who have set the service plan up but customer wanting complaint raised due to website issue and lack of call back

I have been asking for some to sell me an electric GLC, for months, I even went in the showroom this week in person and left my number for a call back, I am ready to buy and not a tyre kicker, but clearly you’ve sold enough as nobody has bothered to call. Premium brand, I don’t thinks so..here I come BMW!

On Wednesday 8th July I had been searching all the Mercedes Branches throughout the country endeavouring to obtain a dpf system for my 250 GLC. Fortunately I came upon the Worcester parts department where my call was answered by a young man called Will. He checked the part numbers I provided with the vehicles registration number and then, “Yes we have one” Poetry to my ears!!!This one and another in the Perth Branch were the only ones in the UK!! MERCEDES HAVE SOME QUESTIONS TO ANSWER OVER THIS.Will ensured me he had all the necessary part's and enlightened me as to your internal courier service, however due to the Eastbourne Branch Parts Department being closed for four days, yes four days for stock taking!!! and refusing to take phone calls I was left with no option but to drive the 200 miles to Worcester.On arrival I met Will who had all the parts boxed and ready to go. Once the business was over and done with Will organised for us to obtain drinks and refreshments from the showrooms. Here we met the lovely reception lady who looked after us.May I say Mercedes has got a gem in that young man Will, - polite, well spoken, very helpful with a lovely personality. Mercedes should look after this young man because I feel he could go a long way within the Mercedes Company.

Just an observation to improve customer services. Try answering the telephone when a customer rings. They might actually want to buy something.

I am writing to raise a formal complaint regarding the ongoing warranty repair of my vehicle, registration KT73 OWJ, which has now been with your workshop for three months without completion.Throughout this period, I have been informed that the required tool to strip down the engine is on back order and therefore the repair cannot proceed. While I appreciate the provision of a courtesy car, the length of this delay is now unreasonable and is causing significant inconvenience.Under the Consumer Rights Act 2015, repairs must be carried out:• within a reasonable time, and• without significant inconvenience to the consumer.Three months with no progress, due solely to the dealership not having the necessary equipment, does not meet these requirements. As such, I am formally requesting that this matter be escalated and resolved without further delay.I am asking for the following:1. A clear, written update confirming:• the exact status of the repair,• the expected arrival date of the required tool, and• a realistic completion timeframe.2. If the repair cannot be completed promptly, I request that you outline alternative resolutions available to me, including:• a replacement vehicle of equivalent specification, or• the option to reject the vehicle under the Consumer Rights Act due to an unreasonable repair delay.Please treat this as a formal complaint. I expect a written response within 14 days.Thank you for your attention to this matter. I look forward to your prompt reply.

From: Andrew WoodSent: 25 June 2026 06:32To: Mike Langford; F and I ComplaintsSubject: Re: WoodExternal Sender: Confirm legitimacy before acting.Morning.Again, very disappointed with lack of correspondence regarding the V5, I’ve been waiting over 2 weeks for you to rectify the name and address on this V5. I called Worcester branch again at the weekend and was told either yourself or a manager would call me back. And nothin.The whole service from collecting this vehicle from you has been utterly diabolical. I would expect this type of service from someone down a back street, not a Mercedes dealership.I want this rectified asap, or I will be speaking legal advice.RegardsMr Wood.Sent from my iPad

I purchased a wiper motor which was not required and was returned several months ago. I was told it would be refunded within a week , it has not. I still have not had my refund for £52.26 despite chasing weekly and being told that the form is with accounts and call backs which never came.Separately, I purchased a genuine Mercedes Benz VARTA AGM battery (in 2022) from Mercedes Benz Worcester (then the Drayton Group) which has since been acquired by Lookers for my E class.I have been purchasing parts from Mercedes Benz Worcester for over twenty years ( C CLASS W204 reg: PE57 PWZ, C class W205 reg: S44 RFT, E class (W213) reg: S44 RFT) and had many service items replaced by your workshop including but not limited to timing chain, cam shafts, NOX sensors.The battery was sold to us by parts advisor Brett and came with 5 year warranty I.e advised that should the battery fail a free replacement would be provided. The battery was tested by the AA on 14 June 2026 (report can be provided) as I had broken down as a result of this which confirmed the battery has only 6% health and needs to be changed as it is not functioning as it should.I contacted your parts department on 15 June 2026 who have confirmed that they migrated internal systems in January 2026 and therefore cannot bring up the proof of purchase/ invoice history as against the registration S44 RFT (2017 Mercedes Benz E220D AMG LINE) and therefore cannot honour the warranty.This is frankly both disappointing and disingenuous, I bought the battery from the main dealer for the warranty that was attached to it. The battery has failed within 5 years and should be replaced by the dealer. The fact you have changed systems and lost my customer data/purchase history should not be a reason (cop out) to deny a valid warranty claim for a defective battery purchased from them. The part is numbered and date stamped.I look forward to hearing from you with a solution to both items.

I have not attached the voice recordings but have attached the other data that Lookers has supplied following both SARs.As you can see, there are many requests to the dealership for more information but responses are never provided. You will also see my email to Brian Page on 1st May requesting clarification on the repair quotation, which was never forthcoming and therefore forced us to take the car to an independent auto-electrician to get repaired. I have attached the invoice. Also note that Lookers own estimate of the repair cost escalated from £510 to over £700, including the £191 per hour labour rate!The way that dealership has treated my wife and I is a disgrace and we will never use their services again.To resolve this matter, the very least Lookers can do is cover the cost of the repair at £255.60. We should also be compensated for the way we have been treated and the stress we have been subjected to.Regards,KenEur Ing Kenneth McNaught07979 591222

cust paid £250 on the 30.03.26, the cust still has not received this money back.the cust had been advised that they have had a lot of problems returning deposits

As a driver and customer of Mercedes for many years, I have always been delighted with the service provided and indeed with my cars! My recent experience was however extremely disappointing.My car (VJZ 8253 CLS Shooting Brake) was scheduled for its service last Thursday 28th May 2026. The refurbished showroom looked very smart, although signage, reception and registration were unclear and rather chaotic, at a busy time. The member of staff who received my car was very friendly and indeed timings were accurate and I received my car on time as promised. The keys were handed back by the same member of staff. Clearly he did not have the technical background to explain the faults, but was clear that the repairs were urgent, but I was able to take my car away. He also indicated that 5 hours of labour would be required. I asked if I could receive a costed breakdown of the repairs as soon as possible. My husband then spoke to one of the technicians on my mobile and asked for the same communication.I received almost instantly a breakdown of the repairs required , including an urgency status for each. There were no figures in either the hours or cost column.I had received nothing by Friday morning, so I called to ask again for a costed breakdown. I called again this morning (Monday, 1st June) and spoke with the member of staff who had spoken to me at the time of the service. he tried to be helpful by going through each repair but then said that he would need to refer to his colleague for further costings. I have still received nothing.I was told very clearly that this work is urgent! I am not seeing any urgency in response to our requests. Surely if Mercedes wants to carry out these repairs, which are undoubtedly quite expensive, then we would have received the details by now.I have now sought a quote elsewhere. and we are wondering if we should continue to use this dealership.