Only been here twice - both times for safety recalls. 1st time they damaged my car in two areas and although they cleaned it I had to point it out. second time it took them 2 hours to replace fuel hose rather than the 1 hr promised as I was waiting - no apology when I asked if there was a problem.........

This car garage is the worst I have ever experienced (and there’s been a lot). These representatives clearly haven’t a clue about customer service what so ever. Dispicable on all accounts and should be shut down!

In a Nutshell terrible customer service, phone rings and rings I have a brand new A class that has gone back in 5 occasions for the same problem inc a new gearbox. Avoid as Mercedes Loughton do not deserve good custom. No idea of customer service at all. Terrible!

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.