I rarely leave negative reviews, however after everything my family and I have experienced, I feel compelled to share our honest experience with Mercedes-Benz of Tonbridge and the wider handling of this matter. We purchased a brand new Mercedes-AMG GLC 63 S E PERFORMANCE in good faith, expecting the level of quality, professionalism, and customer care associated with a premium luxury brand. Unfortunately, within approximately 2,000 miles the vehicle suffered a catastrophic engine failure and has been off the road since 30 January 2026. Following a months-long investigation involving AMG Germany, Mercedes-Benz has now formally confirmed that the engine failure resulted from an inherent defect and Mercedes-Benz Financial Services has accepted rejection of the vehicle. Whilst the defect itself has finally been acknowledged, the overall customer experience throughout this process has been extremely disappointing. Over several months we were repeatedly passed between Mercedes-Benz Financial Services, Mercedes-Benz UK, customer service departments, executive office teams, the dealership, and AMG Germany, often without continuity or clear ownership of the situation. Communication throughout the process was fragmented and frequently required us to chase updates ourselves. During this time we continued making substantial monthly payments for a premium AMG vehicle we could not use, whilst being supplied with a series of replacement vehicles which were nowhere near comparable to the vehicle purchased. One courtesy vehicle supplied to us contained a mouse nest inside the glove compartment, which we immediately reported and photographed. What concerned us further was that we were informed the vehicle had already been sold and was due to be collected by its new owner later that same day, yet no acknowledgement appeared to have been made regarding the condition of the vehicle. What also disappointed us greatly was the wider handling of the matter at dealership management level. Throughout parts of the process, we found the communication, attitude, and overall customer handling from both dealership management and senior management to fall significantly below the standards we would reasonably expect from a premium automotive retailer. At times, rather than feeling supported as customers dealing with a catastrophic failure on a near-new vehicle, we were left feeling frustrated, unsupported, and continually passed between different departments and individuals. What should have been an exciting ownership experience ultimately became months of stress, uncertainty, inconvenience, and disappointment. I fully appreciate that mechanical failures can happen with any manufacturer. However, for me, the true measure of a premium brand is how situations like this are handled — and unfortunately I do not believe the overall customer experience reflected the standards expected from Mercedes-Benz. I sincerely hope lessons are learned from this experience for future customers.

Met Jordan 4 weeks ago with a enquiry on purchasing a new vehicle. As an older lady I found him so respectful not full of bullshit. Thoroughly trusted him . Picked car up today such a smooth transaction . No pressure. No shitty sales talk . 100 percent guy . Thank you Jordan .

Recently I bought a MB S class from Tonbridge and exchanged with my excising MB E class. Overall experience was amazing especially Rob Gladdin was wonderful. He made sure that the experience was pleasant. He kept everything easy and gave full attention to all my needs. Thank you Rob, for the great help. I would definitely recommend Rob for his wonderful knowledge and skills.

I just cannot believe how a brand like Mercedes Benz (Tonbridge dealership)can give such atrocious customer service and such a negative customer experience. They couldn’t care less about their customer. I bought a car last year which didn’t come as expected as it didn’t have the options and features we were told it would have, and that we’re shown on the Mercedes website and brochure. At that point I was told the car was as it was supposed to be and that it was me in the wrong. After doing some investigation, I found out I was right, they were wrong, and they agreed, but never gave a solution, compensation, or anything at all for their error. This car has been into their service department and has had excessive failures and faults since delivery, but again, they have not take any responsibility for, it or tried to come up with any solution to it. The word lemon springs to mind! After being there so many times we thought we had come to a solution last evening when we found a car that suited our needs and budget and we were told our finance would be settled on the faulty car, if we went for the more expensive model. We took the night to think about it and decided to go for it, and contacted them to agree but, once again, there was a twist. The answer from their manager, Michael, was that the offer made to us yesterday (at 6:30pm) expired last night and was not on the table any more, that we had to pay part of the finance settlement to clear the balance on the faulty car! This manager is not willing to help and he has never been, I also was told by him that he had many other customers have complained to his dealership, about the same missing featured, and that doesn’t matter what I do, and how much I fight I will never get a solution! I don’t think you can ever say anything like that to anybody, as a manager you are there to help and care about your customers but this man couldn’t be more indifferent. We feel completely alone, ignored, and mistreated. We have only been asking for a solution, that doesn’t involve us forking out thousands. Apparently it is impossible for a brand like Mercedes-Benz to deal with their own mistakes and take accountability for them. They can’t look for a solution or way forward, and seemingly don’t care.

Having lived in the south for 4 years, Mercedes Tunbridge do my recalls and are always there for my Branded Parts for home fitting. When entering the Mercedes site earlier this week, we were greeted immediately with a smiling and welcoming face of a yound girl and a friendly hello. Then walking over to the parts department yoh are always greeted by either Bev or Jo and they are always happy to see you and guide you in the right direction. Having had a telephone call from Reece (he always called at 8.53am) confirming my parts were in stock and ready to collect, I was happy to call and as well as pay for the branded parts, it's great to grab a coffee for the journey home. Jo and Bev make the visit and the service is always exceptional, if you could clone these staff and transport them across the network, mercedes would be a better place... EXCELLENT EXPERIENCE AND GREAT SERVICE. THANKS Craig mercedes C250 coupe (ex lawyer) now at BCA paddock wood.