I’ve been a loyal Mercedes customer for years, but this has been the worst experience I’ve ever had – without question. From start to finish, the service at this dealership has been utterly unacceptable. Warren, in particular, was inconsiderate and dismissive over the phone. He falsely accused me of exceeding the agreed hire duration and abruptly cut short the time I was allowed to keep the courtesy car — despite a clear agreement with Enterprise. I was given barely any notice, and no effort was made to work with me reasonably. I even contacted Troy Taylor months ago regarding a manufacturing fault — the car alarm kept going off repeatedly on a brand new vehicle. Despite several emails, I received no response. And now, after numerous attempts, it’s clear: Troy won’t answer calls or reply to emails at all. All the responses regarding him are just hollow excuses. It’s total nonsense — this whole branch is a joke. The problems only snowballed. I had a tyre puncture and was left stranded in the heat for hours — roadside assistance never showed up, and no one provided updates. I ended up covering all my own travel costs, despite the issue not being my fault. And although they work with Enterprise for hire cars, this dealership does everything possible to avoid any responsibility. When I brought the car in, things went from bad to worse. The rear mirror was damaged while in their care, and despite promising to return the vehicle cleaned, it came back filthy. The staff were half-asleep, disengaged, and showed zero interest or pride in their work. Now I’ve been told — yet again at short notice — that I must pay £185 for a replacement tyre, with a cold “take it or leave it” attitude. And just today, I was informed my hired car will be collected, meaning I now need to pay yet again for travel to and from work. On top of all this, I was told I should be the one chasing for updates. The customer service is appalling. Even worse, I know others who bought from this same dealership and dealt with the same staff — and they’re just as horrified. This isn’t an isolated incident. No one takes responsibility for the low-grade work they deliver. Every failure is brushed off as a “coincidence,” and no one is ever held accountable. Do not buy from here. You will live an actual nightmare. They’re quick to take £50,000 off you for a new car, but once the deal is done, they vanish. No help, no ownership, no empathy — just blame-shifting and silence. This dealership is a disgrace to the Mercedes-Benz brand. I will continue to share my experience publicly to warn others. Avoid this place at all costs.

Thank you all, especially Marina, she's a star👍

1 star Extremely poor experience with Mercedes-Benz of West London. I brought my vehicle (KR22 EJN) in on multiple occasions due to two distinct rattles coming from the dashboard area. Each time, I was told the issue had been resolved—but both rattles were still clearly present as soon as I drove the car away. Across these visits, the vehicle was kept for over a week, and no courtesy car was offered, despite it still being under its original manufacturer warranty. To make matters worse, when collecting the car after one of the visits, I noticed deep scratches on the front bumper that were not there beforehand. The dealership denied responsibility, offered contradictory explanations, and provided only a touch-up pen and a car wash as a "gesture of goodwill." I then took the car to Mercedes-Benz of Watford, where a technician immediately confirmed the rattles were not normal and managed to fully resolve the issue within two days—without needing to dismantle the dashboard, as West London had claimed. The whole experience has shown a complete lack of care, professionalism, and accountability. As Mercedes-Benz UK and this dealership have refused to properly address the issues, I will now be escalating the matter to The Motor Ombudsman. Avoid this branch if you expect honest, competent service.

Waited for months for somebody to get back finally vehicle was fixed payed over £2k and they had no courtesy to wash the vehicle still has workers fingerprints inside. Rude staff won’t recommend shame on the name. Price quotes change daily. Keep away!

I had a great initial experience during car purchase and part exchange. Danny was professional and attentive throughout the process and was fairly satisfied with the customer service received during the purchase. Unfortunately the post-sales service was horrible. Had problems with the windshield wiper, wireless charging and apple carplay from the very start. Raised this to my sales advisor who advised I book a diagnostics and bring the car in. Dropped my car which remained on site for two days and I did not receive even a single update as to what issues were detected and what was done. Multiple emails, messages and calls later I was advised to collect the car only to find out on arrival that not even a single issue was sorted. No details were provided by the staff on site and I was asked to simply wait for the service team to contact me later. Spent two days, 160 miles to and from the centre and unexpected fee for the loan car, but with no resolution. I usually go to two different MB dealerships which are closer to my home & work and never have I experienced such callousness from the staff. Absolutely horrible - avoid if you can!

Your service advisor was great on arrival - super friendly and efficient. I left my car with you 16th October for an MOT and agreed that, all being well, I could pick up on the Friday (18th). I received an email later on the 16th to say the car had been tested and had passed ok. Nothing was attached to this email with regards to a copy of the MOT certificate. I asked again for a copy of the certificate on collection and was told it had been sent. I emailed the dealership on 19th asking once more for the certificate and I am still waiting for a response, it now being 25th October, Not happy with the service here. If the service team can help and see this, please contact me.

Excellent service. The issue was resolved very quickly. Holly was very efficient. Well done. Great team.

Really exceptional service from Thiago Lezcano who went beyond the norm to supply and take my previous previous Mercdes in part exchange. Despite the sales team being flat out with sales he looked after me perfectly and I drove away delighted in a shiny red car a very happy man.

I have been trying to book my S Class in for a service, which they prefer to do online. The system just freezes and doesn’t work. So, I called to manage the booking by phone. After pressing ‘4’ to access the right department, After 5 minutes an automated answer said all departments are busy and call back later. No option for a call back. Disgraceful performance from what is meant to be a quality company.