Good afternoon,I purchased a car (VK75RUH), order number 123000279376, from the Mercedes-Benz Worcester branch on 23 Dec 25. As part of the deal, I traded in a car (VU23DXG). The settlement figure for the old car was £19834.61. The car was valued at £16000 so I paid the rest in a deposit on 23 Dec 25.The settlement was not paid off for 5 weeks. I had to make an extra payment during this period on the old car of £464.32 on 31 Dec 25, despite no longer owning it. I called the dealership for updates and didn't get a call back. Eventually, after refusing to get off the call I was passed onto Mike Langford who I purchased the car from on the 27 Jan 26, he said he would sort it and the blamed the V5 I had dropped in person to the dealership on 27 Dec 25 saying it had not been passed to him. He didn't think to check on it even after a month.Rather than paying the agreed settlement fee the dealership contacted Audi Financial services on 28 Jan 26 and requested a new settlement figure, this came out as £19226.68, significantly lower because of the extra payment I hade made and the 5 weeks less interest, because the dealership failed to pay on time. A payment of that lower amount was made on 30 Jan 26. This means I have overpaid for the deposit on the new vehicle and have had to make an extra monthly payment of £464.32. I have contacted the dealership today and once again have been told I will recieve a callback at some point. I would like this matter to be sorted as soon as possible. I will not be left significantly out of pocket because the dealership has been incompetent. I have also contacted Mercedes-Benz complaints directly and will be taking the matter to the financial ombudsman if I am not reimbursed shortly.Kind regards,Alexander

I did not arrange an appointment, salesman did sit down with us to discuss our interest.

I emailed and no one responded back to me.

Receptionist was amazing. Nothing was too much trouble.Lucy was great although I felt more questions and less assumptions could have been made during the qualification process, such as assuming I didn't want to put in any deposit when she spoke to the business manager. The business manager didn't come out to meet us.I was sent on a test drive in an A Class. I did a request this, however, in my experience had I been asked more questions and sat in one first it would have been clear, without a test drive that it wasn't big enough and I could have test driven a CLA instead, rather than me leaving the dealership, thinking about it and calling up again to arrange.I wasn't told that the CLA was a run out model and only stock cars would be available and still I was given quotes for cars that weren't available.When I discussed other manufacturers, I was met with phrases such as " but what would you rather drive, XXX or a Mercedes" which I felt was not great considering the other manufacturer I was considering, my husband already owns and she knew this.It was great that I was able to test drive a service loan vehicle over the weekend, however. I found a previous customers sandwich in the vehicle and a number of dents that had not been marked down on a pre drive appraisal form, so I took photos of these prior to taking the car, just in case.My experience overall was fine, just some tweaks to give a smoother / more seamless and knowledgeable (from the sales person, in terms of spec levels, inclusions, sign posting and what is and isn't available) experience.I was very greatful that Lucy came in on her day off, however at the first sign that she might not sell me a car, the instinct was to try and sell me a used car rather than figure out why I wasn't 100% sure about a Mercedes.

Very friendly and attentive staff - we were greeted by a lovely lady on reception who was very helpful. Lucy in sales was also very helpful, answered all of my questions and made me feel very welcome.

Excellent customer service, Simon Archer was brilliant with us

You pepole need to understand that not allways people wish to deal with your finace companys from time to.time i understand your sales men get a small amout for selling it but a sale is a sale but i had all the finacnce in place in order to buy the car but i was refused due to the fact you do not deal with third partys

I booked my car in for what I was under the impression was a one hour diagnostic. I took the car in at 9.25 ( told between 8 and 10 am) after two hours I went to the desk and enquired and was told that the car was there for the day and they thought I had gone. I explained I never had any intention that the car was to be there all day and I was under the impression it was to be checked and then I would be told the outcome . After two hours my car was still in the car park. I then had to ask a friend to collect me. I received a call and was told to fetch at 15.00hrs. I arrived back at 15.40 and saw my car just entering the car wash.( I would have been waiting again ) . The lady on reception Elaine recalled and listened to my phone conversation and confirmed that my booking had been arranged incorrectly and that I was not told it would be there all day. I initially would have preferred to take the car the following week as it would have suited me better with work commitments however it was requested I took it in my only day off which was Friday 16 th Jan. I collected the car and paid the bill .I would like to say the service was very poor from start to finish . On my first enqiry two hours after being in the showroom and the problem coming to light it was not suggested that the diagnostic be done as a matter of urgency due to the inconvenience. As a result the whole of my day was waisted and my friend was inconvenienced .I would also like to say that I am not truly sure that the 1.4 liters of overfilled oil sits well with me. I had the car serviced in July 2025 and only approx 5 times did the light come on saying the engine oil needed reducing. Is it not possible if it was that overfilled I would have noticed other symptoms.I await your response as I feel very underwhelmed by the service received from a brand like Mercedes

Attentive and helpful.

Pre sale service good and attentive in centre (as expected to try and achieve sale). Post sale service and communication 1/10. False promises from sales rep up to management level. No urgency amongst any staff, management included, to rectify situation, lots of hand offs and excuses giving a ‘not my problem’ feeling. Customers who don’t purchase are just as important as those who do. Future lookers customer now lost.