Dear Mercedes-Benz team at the Darmstadt branch,

Dear Mercedes-Benz team at the Darmstadt branch,


After our business relationships ended, the new branch was completed.

After a while, a sales representative from the Darmstadt branch came to our house and informed us that everything has got "better" since the new building was built and wanted to win us back as customers. We primarily welcomed that. The sales representative asked if we were ready to buy spare parts at the branch in Darmstadt. We told him in detail why we had to look for another solution. He confirmed this and also admitted himself that a lot of processes did not run properly.

Now we thought we would start again and buy spare parts from the branch in Darmstadt.
Unfortunately, we had to find out that nothing has changed for the better in the organization and the processes.

On February 6, 2020 at 4:34 p.m. we had ordered a spare part from Mercedes Darmstadt by telephone, as this spare part was absolutely necessary to move the vehicle. We informed our colleagues from the Darmstadt branch that we would pick up the spare part and that it is very important because the customer needs the car over the weekend.

The employee confirmed this to us and according to the statement he provided the goods for collection. At 5:01 p.m. and 36 seconds, our employee stood at the counter and wanted to pick up the goods that had already been ordered.Then he got a message from the lady at the information counter that the colleague from the parts service department was working until 5 p.m.

As already mentioned above, this was confirmed to us that the goods are ready for us to pick up.

Unfortunately, the employee returned without a spare part and we had a very angry customer.

Our opening times are from 8 a.m. to 5 p.m. Since we value our customers very much, we have organized a rental car beyond our opening hours.

Our experience is and remains negative with the Mercedes branch in Darmstadt. The customer is not valued at all and the service leaves something to be desired.

We hope that through our evaluation the situation will be read by a responsible person and something will be done so that the customer feels valued at the branch.