Customer service has fallen off a cliff when it comes to services/repairs etc in recent years. Sales will be let down by this as I will not be buying my next car through them as would rather go somewhere else and this is echoed by many friends who have had similar experiences. Now charging for a courtesy car despite that never being something that was charged for before, car has had multiple issues from new so I have had to go back several times. Each time the service gets worse. Every time car not returned the same day. Every time car not cleaned. Go somewhere else and give them the business.

I was trying to buy a new GLE last week at MB World. the sales team there have no clue on how to treat customers and make them feel valued. I sought follow up after a test drive and after multiple phone calls was told the managers would call me back - they never did and I ended up buying a car from another MB location. So frustrated with the experience at Brooklands. Hedin Automotive need to up their game urgently

Faisal who helped me purchase my used mercedes was really fast and quick on the process of purchasing the car. Always kept me updated and just a smooth service overall. Thanks Faisal!

My guy George was excellent, went far and beyond. However the customer service after we bought the car not so so good. We spoke to Kevin a manager,spent 44k cash, and when we wanted to finalise payment for out tyre and wheel insurance, we were turned down……. After 3 months, their excuse was that it was on offer for only 30 days. This was not written in any of their paperwork, and on the cards they give out We’d spent 44 k…… incredible. Kevin still has not called back, we rang many times.

I have just purchased a used Mercedes from MB Brooklands and I can't speak highly enough of Sanjeev, who provided superb service from collecting me from the train station to explaining everything about the car, pairing my phone and patiently going through lots of paperwork. Five star service, thank you.

I would like to thank Mercedes Benz product specialist Daniel Barczynski very much. He is a very helpful and knowledgeable person. He answered all my questions, served me with help at every stage from buying the car to advising when I came in connection with the repair of break pads. Thank You Daniel.

Needed brake pads all round, tried to get a quote, system for contact useless nobody answers phones, the last time I asked one pair of pads replacement was in excess of £500; getting all replaced for £300!!

So, months ago I had a letter through the post stating my air bag may explode and that I needed to contact get this safety issue booked in. I chose MB Brooklands simply as it was the most convenient. Gave them a call and arranged the 3rd April 2023. Arranged to have the day off work and get the vehicle in first thing in the morning. I attempted the repair while waiting strategy but was told it would need to all day. Simple air bag swap takes 10 minutes. Dropped vehicle off as planned but then needed to chase around 4:30 pm ok progress. Eventually got an answer back stating they forgot to order the air bag! One giant face palm later and I managed to get in to collect the vehicle before closing time. Asked for compensation which was swiftly ignored. Asked if the vehicle was safe to drive. I think the verbal answer was ‘yes but don’t crash’. Asked for this in writing and they said they can’t do this?? My time now to be difficult as these people are shockingly useless but nicely huddled up in a posh building.

My partner and I have a lease car with Mercedes which is due for renewal. We went to take a look at the cars as we now need a bigger one and also find out prices. The gentleman who we spoke to seemed uninterested and as if we were an inconvenience. Whether buying a car or leasing I feel it is their job to be as helpful and informative as possible.

Placed an order for a Mercedes EQB 300. Got an excellent price. Still awaiting delivery despite paying full price last weekend when car came to Brooklands Dealership(last Friday!). Our sales manager George says money was received but again says not received by Brooklands? What’s going on with them. We feel cheated and very unhappy as we needed the car last week. I don’t think Brooklands Mercedes know how to sell to customers or much about customer service. As said by many reviews here they don’t reply to emails and keep you holding on the phone and never call back especially once they have your money! Wish you the best for your future Brooklands(but I don’t see much of a future for you if you carry on at this rate)Dr Singh