This dealership has the worst customer service I have ever received. Loughton Mercedes should be shutdown if Mercedes want to try and keep their reputation of being a luxury car manufacturer. The customer service is non extant, I have been waiting to get an update on the progress of my car but it seems know one actually works there, I have been calling for a week now and know one can give me an update on my car. I call everyday and am told the same thing that they have the parts in stock and once the part is fitted someone will call me and let me know when the car is ready, this was a week ago. Still waiting. this is just a tip of the iceberg of what I have been through. avoid this place as management are not bothered about customers aftercare.

Firstly we tried to contact Mercedes of Loughton via a mobile but after 10 mins waiting for someone to pick up the phone, the ring tone rung off. Dreadful customer service, not one of the sales people attempted to come and talk to us regarding the purchase of a new car, consequently we walked around the showroom, sat in a few cars, one we were interested in was locked, no one bothered to ask us if we would like it unlocked, no eye contact at any time was made. We left after 20 minutes without making purchase. They clearly have no desire to sell cars at the dealership!!

I bought my Smart Brabus car in March 2018 from Mercedes Loughton. After 2500 miles it dropped its petrol consumption to ar.kind 20 mpg and ran roughly. The throttle response was unpredictable. I rang the service department in mid November to be offered an appointment on the diagnostic computer for 15th January 2019! I drove 45 miles to this alleged M-B centre of excellence and left the car with them to put right. This took them 5 or so days and included an "extensive road test". The car drove poorly and the throttle response was even more dangerous. They collected my car and left me a Smart fourfold as a courtesy car which promptly went into emergency mode and was dangerous to drive. Eventually my car was returned having had the lambda sensor replaced and the electrical fault in the throttle system located and repaired. I suspect the car had not been road tested at the first visit and had been left for an apprentice mechanic to repair Glitzy showrooms are all very well but prompt service when the car fails within the guarantee period is vital. This firm fully deserves its low star rating at present.

I purchased a car online but when I arrived at Mercedes Benz in Loughton to collect the vehicle, it wasn't clean, had faults and wasn't as described. The overall service was very unprofessional, especially the receptionist! I have no resorted to taking the car to Mercedes Tonbridge to get the problems sorted under warranty. Tonbridge's service is next to none!

We are very disappointed with Mercedes Loughton. We waited 3 HOURS for buying a new car. Nobody came even tough we were told to wait. I wonder how much more we would have had to wait before a staff member came? Furthermore I will never step a foot in that store again! Very, very disappointed.

Poor poor aftercare service from Mercedes Loughton. They never call you back, cars are not checked prior to sale and they don’t take ownership of anything. Try calling them and you will see that it will just ring out and if you eventually get through they promise to call back but never do. Prior to sale I was sent the wrong credit agreement for a different car, log book is in a different address and they kept my deposit for a month! I have had nothing but issues with my car. It has been returned three times, spent a total of 3 weeks in the garage having only owned it for 4 weeks and when returned it eventually broke down in rush hour and had the recovery service take the car back to the dealer. I am now over 105 emails backwards and forwards, loads of broken promises of refunds but still waiting. Last email wrote “ watch this space” well three weeks later and still waiting! Try calling them before you visit and you will see that you cannot get through and imagine having a problem with your car and not being able to get through or get a proper confirmed response or it being followed through! Avoid them and find a dealership that has better after sales care.

Service people at Loughton Mercedes are dire. Useless representatives of a useless brand.

Terrible customer service at Loughton Mercedes, Phones are never answered and poor attitude within the team. Not a great representative of the Mercedes Benz brand. Wouldn't go back.

Am surprised this dealership is allowed to fly the Mercedes flag. You simply cannot communicate with them as never answer their phones and when you do get through the service is appalling at best. Shame because I was looking to purchase a new S Class cabriolet. Their loss went to another dealership

Booked car for repairs 2 month in advance and dropped as planned first thing, received call late afternoon to tell me that they ran out of time to attend my car due to workload and will not be done. Tried to book for another day and was told that it will be over a month wait. Poor customer service.