TERRIBLE CUSTOMER SERVICE! Avoid at all costs!!!! My husband’s car had an electrical fault. After already twice failing to fix the issue, the car went into Mercedes-Benz Loughton in Sept 2024 for a third time. It took 6 months for the fault to be repaired and the car was eventually returned to us in March 2025. The communication during the whole process was disgraceful. Multiple emails were ignored and countless phone calls were not returned. It was impossible to speak to anyone for an update and, in desperation, we resorted to contacting the Motor Ombudsman. Before they returned the car, we were told we would receive a full refund for the previous works. However, it has been 2 weeks and we have still not had the refund. I have never encountered such a useless and untrustworthy company!!!! Do not take your car to them or purchase a car from them!!

8 months ago, I gave this dealership a very good review for the service received on my Merc which I had bought from this dealership over 6 years ago. 4 weeks ago, I contacted them to advice of a warning sign which meant the starter battery needs looking into. I was booked for a diagnostics 2 weeks later. The battery was replaced with a new one, that's fair, but I was also charged an additional £294 for the diagnostics. Now when it's quite obvious that the battery needs changing, why carry out additional diagnostics and charge me? Also the car wasn't cleaned and washed after paying £576! They always used to clean and wash my car previously whenever I left the car for the day. I have had better experience in the past but not this time! They haven't even bothered to reply to my email which I sent soon after collecting the car.

Had my first service done a couple of months ago ( AF20 XWR ) Very little explanation about the service, no paperwork given. Last Thursday had my MOT done. Again no paperwork, no staff came to me to discuss anything about my MOT. At the end of both visits, my keys was given to me and my car was pointed out to me. No explanations, when asked about my paperwork,I was told by a male staff it’s all on line, I can download it. I found this to be rude and very patronising. This is Mercedes Loughton, what happened to your standards, customer service don’t they matters anymore. Your staff has an excuse for every question , helpfulness just don’t seem to be part of their job description. I would like to think they are some very helpful staff at Loughton, It would be much appreciated if you can send me the paperwork for my service and MOT.. Mr. A. M. Theodore

Bought a car from Mercedes Loughton last week . Very attentive staff, professional and helpful.

Fantastic service from start to finish

Good experience from start to finish, very helpful staff all round

Loan Vehicle -I booked a service/MOT with loan vehicle three times, and each time, one day prior to appointment I received a call from Mercedes Customer Service at 16:30 advising loan vehicle wasn’t available. It is unprofessional for Mercedes Garage to contact a parent of two disabled kids and expect them to make arrangement at 16:30. It is disappointing and unprofessional that this has happened the THIRD time.

Simran helped me with calling Mercedes benz recovery and stayed by my side as I made the call to ensure it was smooth and as it should. Thank you Loughton.

Simran helped me with calling Mercedes benz recovery and stayed by my side as I made the call to ensure it was smooth and as it should. Thank you Loughton.