My daughter bought a car from them with 3 years free servicing last year. Got bombarded with reminders that service was becoming due. Took car in, but when she went to collect it with my other daughter after work, they refused to hand the car back unless she provided evidence of service plan. She wasn't told she would need it at any point when booking. She said she had it at home and if she could have the car she would return with the documentation. They refused to let her have her car back. They are even aware that she works across the road to the showroom, so it's not as if she was going to disappear. I called and was told by a rather rude woman that needed to see proof of service plan. When I challenged her that they must have proof on record as this was part of the purchase deal, she said that the salesman would have it. She made absolutely no effort to contact the salesman herself and so I did. Only upon his intervention was my daughter able to recover her vehicle.

Very poor experience with Mercedes-Benz Loughton. Sales Advisor Ricky was very unprofessional not helping me out and I'm still waiting for a call back 2 weeks later!!! Such a shame because I bought another Mercedes-Benz elsewhere. Wouldn't recommend going Mercedes-Benz Loughton guys.

Asked to leave because I asked if the test drive car was sanitised. Avoid Connor, avoid Mercedes Loughton. Spend your money elsewhere.

My daughter has been trying to buy a car through them for a week now. Managed to finally get through on phone and put a bloody g deposit. Ever received any paperwork to this effect. Tried to call/email - no response. Finally got through asked if car could be sent to Epsom for delivery as they are part of the same group. We’re told they couldn’t do this. Spoke to Epsom, who were great, and were told Loughton were lying - they said no because they wanted the commission. My daughter is still waiting for the car - they say it is a finance hold up but we keep having to try and ring them. Would NEVER recommend this branch to anyone - they are useless

Had new front wipers fitted , was not fitted properly . Have been trying to book the car in without success

Took my daughter's Smart car in for a service with no problems, a week later it developed a squeal when driving, booked it back in at Mercedes Benz Loughton and showed the Service Staff a video of the noise. I received another health check video and when I went to pick the car up they said that they could not find a fault. I asked if they had test drove the car and they said that they had not. I suggested that they needed to test drive the car to get it to make the noise as it happened when you drove over 30mph. The staff member said they could book the car in again the next day, however, we explained that my daughter needed the car for work and they suggested that she could have a courtesy car (she is 19 and looks really young for her age and was sitting there when they booked the courtesy car). We agreed and a booking was made for 3 weeks time. On arriving 3 weeks later, my daughter was told that she wouldn't be able to have the courtesy car as you had to be over 21 to go on their insurance - This was not mentioned at all when the appointment was booked. So I had to go and pick her up from the dealership. When we returned to collect the car, again they said that they could not find the fault and suggested that we bring the car back the next time it made the noise. A few days later my daughter took the car back again as it was making the noise and one off the technicians went for a test drive with her and identified the problem as the windscreen being loose and would need to be rebonded, this was covered by the warranty as she has had the car less than 1 year. Samuel in the Service depart booked the car in to have the windscreen bonded - it was a 4 week wait as it was over the Christmas period, he said that the car would need to be left with them for 2 days (so my daughter had to book 2 days off work as I mentioned before she uses her car for work). On arriving at Mercedes for this problem we were told that they did not have the equipment/tools to carry out this repair. I said that this was ridiculous as the car had been booked in for over 4 weeks and nobody had contacted us to let us know. Samuel in Service (who originally booked the appointment) then kept making excuses trying to pass the buck by saying whoever booked in the appointment didn't realise, I then pointed out that he had made the appointment. I asked to speak to a manager and was told that there were no managers there and Samuel told me that he was the highest person there that I could speak to! He said that I could leave the car there but he couldn't tell me what was going to be done if I left my car there. as they did not have the requirements to fix it. I explained again that my daughter had booked 2 days off from work and that this was absolutely disgusting service, I became very annoyed and asked if I could speak to a manager on the phone, Samuel refused and just kept shrugging his shoulders and looking off into the distance as I was speaking to him. I am absolutely disgusted how this company treat their customers and how they manage to stay in business.

Even Mercedes Europe can’t get them to call me to sort out a problem with my car. Does the Dealer Principle ever read the reviews? Does the Dealer Principle not consider how badly this reflect on him/her personally ? Your review scoring is 1.5 out of 5 and that’s for a premier marque,

Worse service every I’m actually so out of from buying another Mercedes due to the poor service provided by them. How can you book a customer for 9 and not check the car till 3pm. Reason is I done a drop of they have the right too check until 5. Meaning not fix the car in a day and leave it there. This has always been the case with Mercedes service