Mercedes-Benz Chelsea Review

Excellent customer service, I ve been using Mercedes Benz jews row for the last year and they have gone above and beyond to help me recommend this mercedes service center 100%

Hardworking, dedicated staff and mainly manager ( the quality of the service improved a lot under his management for the last 2-3 years ) who is focused on customer satisfaction...

Appalling service level and non existent communication. Staff are nice enough but they clearly cannot cope with the workload so it results in all manner of errors being made.
I would never take my cars there again, truly awful experience.
MBUK were told but they failed to do much other than say sorry.

Quite honestly I've had some of the worst customer experiences here and on a regular basis. My CLA45 AMG was dropped off on a Saturday morning due to a smashed side window and I was assured that the new window was ordered and would be fitted on Monday. No email correspondence, no quotes, no explanations until I was told on Tuesday morning that it wouldn't be ready until Wednesday. Arrive 4pm on Wednesday afternoon expecting it to be ready, only to be told that an engineer only started work on it 3 hours earlier and it could take another few hours!!! No proper communication and the service people are devoid of all charm. Never using them again and will always get my car serviced by an independent garage like Service Stop in future. Appalling, especially for a premium car manufacturer in a central London location.

Upon another recent visit.... (as I have no alternative in London) I turned up at 5.45pm to collect my car. Waited 15 mins for someone to see me in order to pay and collect my car. By the time this was done, they had closed up the garage and the only guy with the keys had left with my car locked inside. He had to get a taxi back meaning I'd waited almost an hour! Utter cretins!!

Mechanic couldn't even identify a spare part I was looking for even having looked at it, then tried to tell me something was missing off the engine but couldn't be specific.

They took responsibility for work that resulted from a previous transmission change that occurred a year ago. Well done, much appreciated.

Sold a faulty car from one of their dealers in the network, booked in to mercedes Chelsea after sales as it was still in warranty, had my car for over a week changing various parts with a number of different excuses then to be told that More

Very friendly if you're going to buy a motor especially a Mercedes get down there

David in after service is amazing

Capable, polite he delivers a five star service. Strongly recommend these people. Great customer service

Mercedes-Benz Chelsea is a 5* garage. The staff from the reception to technical areas have excellent communication skills wether on telephone or verbal. There pricing level is set for Diagnosis on an hourly rate which is *120 pds an hour or more if the exceed more then an hour. They keep in touch via text and once they figure out what work is involved then they furnish a quote where as a customer you have the option of getting the work done or one can take it to another good garage. That's when the pricing structure would include the hourly diagnostic charges plus replacement parts, labour charges thus the cost including VAT can surprise you the cost. I can appreciate that vehicles are top range German cars. There is very little room for negotiations for a price range. They have a scheme calling "Mercedes Goodwill" but they have to get in touch with Germany to check out for a discount but it's like a lottery. All Mercedes are high class maintenance with A1 back up.

Worst service ever, very bad team, very unprofessional, they gave me back my car without fixing nothing after one month in their chelsea center.
Long wait for nothing.
Really if you have the choice, don t go
And if you hesitate to buy a new car, don t buy a Mercedes

Disgusting service by mercedes. I tried to have all my tires replaced and they way they treated me was disgusting.. Also the car left over night was in a horrible state when I picked it up... truly amazed by a serious company I would never have believed it

This place has appalling customer service! Calls don't get answered and you request for additional information and it never gets done! Use a different dealership, avoid at all costs!

Fabulous service - been 3 times in the past year. First for a service, secondly because engine warning light came on and third for an MOT. Each time the service team went above and beyond. The warning light turned out to be a faulty sensor but they insisted that Mercedes should pay for it as it shouldn't have gone wrong. Cleaned and washed my car too. Today my MOT was no problem - finished in a matter of hours. Also cleaned and washed my car again. Staff couldn't be more helpful even when it's been a rough day.

I was told my car needed a recall due to the conversion of the air conditioning refrigerant. Once booked in, they had my car for 5+ hours and told me they couldn't do it as they did not have the necessary tool.

They are always busy. Any time I go, I have to park at the McDonalds because no space in their carpark.

Fast efficient servicing but they didn't clean the inside of the car after the repair as promised.

i'v had MB cars all my life and have serviced them around the world numerous times. Never in my life have I experienced such a non-existent service. I have unfortunately been forced to use MB Chelsea service as it has been the nearest one to my location. Every single time I used their service, I have regretted it dearly. First, you try to call as their online booking doesn't work and they reply after a good 20' wait. Then, they arrange an appointment in about 2-3 weeks time. After that, whatever you request for them to service on your car they simply don't and then claim they did. If you call back and wait another good 20 minutes and start asking questions on why they did not provide the requested and claimed they did, they advise to book another appointment again after about 2-3 weeks time! The latest advise I got for an MOT service is that I can alway do it at any car service near me as they they are fully booked! Utterly ridiculous indeed.

Very disappointed staff and very rude. I have my car as the break light cane one 2 months ago then they changed the rear pads. When I took the car the warning lights was still on and when i questioned that they said the front break still has an other 3000 miles. So just ignore that light.

I took the car this Wednesday and then they called me that the disk is gone and I need to replace it and put new pads

Do not trust them they are like cowboys

Stay away.

For just cleaning my car, I would give 3, but for the actual service I would give a -1 if possible. After I picked up my car from the service, the fault, which was apparently fixed, got worse than before. If I wanted my car washed I would get it done in a few minutes at the car wash, not waste 24hours. For the first service I had to wait 3 weeks and now for another service I have to wait another 3 weeks. I'm wondering how this service will turn out, as I been told this time my car will be looked at more carefully this time.

If I could leave -100 I would! Reception staff have SERIOUS ATTITUDE PROBLEMS!! Go back to basic Mercedes - use your money to re-invest in polite staff with common sense and people skills. So pleased I did not buy my car from you

Brilliant service. I had broken my windscreen wiper on an iced windscreen so the car was not roadworthy. Problem fixed in no time with a smile. Could not ask for better!

Trusted company for your car quick and fast n reliable service

Brilliant service. Polite personnel. Long working hours. (-6PM)

Disappointing customer service! Almost had a heated argument with a service man to teach him how to politely deal with customer enquiries & requests! Although his manager and reception lady acknowledged the mess but wasn't a great experience compared to other branches.

Everyone here is committed to providing a good customer experience. I had bought a used approved car from another dealer and came across some problems which needed resolving. When dropping the car off I was initially told that it may cost More

Great staff, alw6helpful and cheerful, not an easy job, but well done they always make it a pleasure to collect our car once any work has been done.

Robert is a great guy in the parts department. Great chat and help too.

I ve only had good experiences here thus far.. priced as quoted and car came out sparkling after having had some work done ..

Loved the experience, had an awesome adviser by the name of Dave. He was really polite and did everything to make me feel comfortable, the atmosphere from reception to management was also really nice. I found the entire experience relaxing, particularly since I was stressed building our new business website - see pic below (cheeky little advert in case any pharmacist(s) reads this :-) ). Thanks Dave!!!

impossible to contact or get any news on status of repair. Very inefficient, and they don't really care. Once they do the work it is ok, but having to deal with them is the issue

Great place MB chelsea
I have been going there for almost 30 years I am always very well looked after and have never had cause to complain
Barbara is always very pleasant on reception and the service advisors make you feel welcome WELL DONE

The parts department is very slow & incompetent. First they can t find this part or don t have a clue of what you re talking about even if you bring the explosive diagram, then you do the job for them in order to order the part in, when it arrives they don t call you, months go by and then they call you to ask why you ve not collected it, you then go to pick it up and the same incompetent guy who called you can t find it, he also can t find any details about you on their system....REALLY? make your own mind up if you d want to waste multiple hours of time.

This is the third and LAST time we re attempting to see them.

Service has dropped from 10 to -1

If I could give zero stars I definitely would. I have never in my life had such awful customer service. Vehicle less than a year old and in this "service" centre for nearly three months. Constant battle to get calls or emails responded to. So after the 3 months of " parts on order" " no idea when we'll get them" I decide to cut my losses and get out of the rubbish product all together the begins the next stage of getting my money refunded for the 3 months its sat in the "service centre"
So after at least and no exaggeration 20-30 calls/complaints its finally agreed as "goodwill" that my money will be REFUNDED ( FYI. If you provide someone with a faulty product that you as the manufacturing company cannot fixed in an acceptable time frame its a REFUND not GOODWILL) so... Now I've been waiting for 3 weeks for my cheque that I was told was processed three weeks ago.. Atrocious doesn't even come close to level of service for this place/company.. Premium brand my @rse!!!

All above 0. Unfriendly. Unhelpful . Unprofessional. I used them last 4 years. They created more problems to my car. I end up paying a bill of 3.700 in my last repairs. Depressing .. They create more problems to the your car if you are willing to use there garage for service or for any repaired .. be carful . Use Croydon garage for better service and help.

Really good service compared to other Mercedes dealerships- they actually answer the phone! Thank you for restoring my faith in Mercedes dealerships.

Absolute disgrace and as a few other reviewers, I would rate them zero if I could. Exorbitant quotes for small works, long waiting times on the phone, late return of my car (and no one there to pick up the phone...), etc. I would most definitely not recommend.

seriously, if you have no people answering the call, then don t say that you have a customer hotline.
Waited on phone for half an hour but never get through.
I wish I can give you zero...

Ordered Michelin all season tyres but the garage fitted continentals summer tyres! I received no explanation, no apologies and no offer to remedy the error!

Car park can get busy, service is A+++ all staff attentive and professional. Coffee is good too

Very friendly. Turned our car service around quickly when we needed the car for a holiday. Great work.

They are very slow in serving the customers but fixing my car finally.

Well, it is how it is in terms of the large number of the customers they every day have to deal with. It s quiet crazy how this people working hard out there. So be ready for the lesson of patience you may get in here! Thank you for repairing my car!

Very helpful and friendly staff. Quick drop and go and collect same day.

Mercedes after sales service is as brilliant as the mercedes car

The receptionist was a nice lady however the person who I spoke to first was cold and bordering rude. Was thinking of complaining about this, but Dino called me, solved my problem and answered some questions I was having, only reason I will return and pay for the service in the future.

Service was excellent. Staff were super friendly and they exceeded my expectations. They took my car from the entrance and parked it for me. Took pictures to verities condition of the car when they took it in. Gave me an accurate time frame of the service and even went the extra mile of checking over the car and noting any possible concerns. Hygiene standard were also A1.

The best customer service i have had from any main dealer. Friendly and attentive staff. Very helpful, this is the only garage i go to now!

The customer service from this very closely knit team is absolutely remarkable. And the range of different Mercs in the lot outside is always exquisite. The only Benz garage I will ever go to get my car serviced.

I went there to change battery of my and one of the employees met me greeted me at the gate and direct me to the right place. service was very good and and they changed the battery pretty quick.

The service was very helpful courteous and efficient, thank you.

Have a new car. Since being serviced the car alarm goes off whilst driving.

Called them several times and can't help with getting my car in for diagnostics with a courtesy car. Best part 8 weeks delay despite this being an emergency vehicle.

Despite being authorised to do so by mercedes head office they still fail to reach out to me.

Im tempted to leave my car outside their showroom ...

Well having tired other dealerships with very poor results i tried this one.Dino was on point from the start and was very pleasant to deal with.
Yes they had the car longer than expected but hopefully all the issues are now resolved.
Had nightmares at Watford & Brentford.Seems Mercedes need to up their game.Watford missed worn brake discs in a health check.Brentford are not even worth ringing !! Complete shambles.

Horrible customer service, it s like their doing you a favour. Rude staff and are doing their jobs at the lowest standard

Coffee and tea onsite while you wait, with free Wi-fi. I received excellent service from Rania and her colleagues. Alex kept me well informed with updates about my summer service. I've never had bad service at this service centre.

Staff here are great, they could not be more helpful. Shame the staff who are meant to back them up are a disaster.

We run a fleet of company Mercs and find Mercedes-Benz Chelsea to be poor in comparison to their Brentford and Purley Way branches over the last 3 years. Poor customer service especially when requesting a status update on a vehicle. You can never speak to your assgined contact and have to wait a long time for a call back, if you get one at all.

After-sales customer service definitely an after thought !
Stopped by as my Gl 350 sunroof was leaking so water dripping on to the command controllers not good ,asked if possible to see an engineer for 2 mins to work out if quick fix or needed to be booked in for longer repair i was told by office staff that it was not possible to see one as i do not have priority over cars in the shop, i did explain i am leaking and i am a bit worried the water ingress my damage the command buttons ,the response was to leave the car and they might be able to look at on Friday (this being Wednesday ) and if there is any repair work to be done then maybe 2 weeks, Year right thanks for being flexible oh and helpful ! i definitely will not be back !

Mercedes after sales service is as brilliant as the mercedes car

just getting worse and worse....

their tactic is - to ask for money and IF you do not dispute or argue and ask them to do what they already been paid TO DO, they will happily take it.

We own a mint, original 90's Mercedes & to keep it perfect you're not going to use anything but genuine MB parts. Marcin, Keith & the team at Chelsea MB Aftersales have always been super helpful with locating various items no matter how big or small - "2 screws & a rubber washer? no problem!" & there's generally a discount for MB Club members too. Coffee, biscuits & bathrooms/waiting area are also a very nice touch. I take 1 star off as at times the parking area is super busy & the attendants can be a little abrasive playing Tetris - what they could do instead perhaps is come up with a more efficient parking system that separates the parts customers from the service bookings.

Parts Department is just so slow you need to wait for at least 1hr or may be more and is becoming a norm. The best guy was Robert but not sure where he had disappeared to. 1 guy serves everyone. Bad service

This business is one of the worst that any person could ever encounter. It really is a shame that the lowest rating is just one star as they could easily "achieve" a negative rating.
They're supposed to be in the business of selling CARS yet they tell you to park in McDonalds! Who I warn you will clamp your car. No we don't want to park elsewhere, we want to park on your premises. It is not our fault that you outgrew your premises decades ago. It is up to you to improve, not us.
The parts department is laughable and the customer service is appalling.
If you enjoy getting angry very quickly pay them a visit. If you don't then avoid them like the plague. Ignore all the other bad reviews at your peril.

Had a fabulous experience buying my new car with Mercedes! Top service delivered by a top team. Martin was particularly helpful and no request was too much to ask. I love my new car! Keep up the great work guys, I'll definitely be back :)

Very friendly if you're going to buy a motor especially a Mercedes get down there

Went to do a health check and top up AdBlue before a long trip through Europe and as soon as I get into France AdBlue message pops up. It turns out it was dry empty which caused other issues with some sensors (repair cost 1,800 ). I wonder if I'd asked them to change my break pads?
On top of that they're impossible to reach and never get back to you!
I would never recommend anyone to go there!

Terrible customer service. Never return any calls. Try to force you to replace parts which do not yet require replacement. Quote on top prices which are 25 percent higher then what they actually should be as per Mercedes online website. Would recommend to stay away.

If I could give less stars, I would. What a nightmare dealing with these people. All I wanted was a copy of the invoice as they failed to issue it when I had a service done at their Chelsea branch. After 4 phone calls, 2 emails and a chat with their online reps, I still haven't got what I wanted. How difficult is it to send a copy of the invoice? Extremely poor customer service.

For me customer service is about how you deal with a situation when everything is going wrong - rather than when everything is going well.

I dropped my car off to be serviced this week. All work was completed and mechanically the car was perfect. At the time of dropping the car I was offered a complimentary wash and vacuum of the car. When I picked the car up on the same day after the mechanical work had been completed unfortunately for whatever reason the car wasn t washed and vacuumed.

I called to raise this with their team. Within an hour I had a call back apologising profusely and a time that was convenient to me to pick up the car and return it clean.

The way their team dealt with and resolved this issue with professionalism was over and above what most car manufacturers offer. Thank you!

3 months or more to repair my Mercedes? The worst mechanics and admin I have ever experienced. AVOID.

Nice friendly people, I sent my car in for a roof repair (convertible). Really liked that they videod the whole inspection and were also able to identify other issues with the car which were all repaired under warranty. They advised the part for my roof needed to be ordered which would take an additional day. No problem. Car returned and I was really happy with the service. However my mistake for assuming Mercedez have high standards and a professional outfit because several days later when I actually go to try and open my roof on a nice day it doesnt work. I then have to rebook another appointment and put my car in AGAIN! I am then called and told that the part they put in was faulty!!! How has noone tested and checked this before handing me back my car. its beyond belief. I have now have to wait 3 more days for another part to be ordered!!!! These guys should be embarassed - no real apology or acknowledgement of their poor service either. Shameless.

I have been a longstanding customer at MB Brooklands but due to CoVid I decided to use MB Chelsea which is closer to home. I have literally been staggered by the high levels of customer service across all areas. My most recent experience has been with Dino in after sales and he way outdelivered expectations. In fact he actually made my day! Thank you MB Chelsea and all the staff. Superb.

Had to keep going back and forth to get a faulty part changed under warranty. No calls back from service team. I was given wrong info and had to call Mercedes my self as had i not i would of paid from my own money. Not happy with dealer ship.

Very Helpful staff.serviced my car here & all checks where carried out & they have also investigated some of the issues i pointed out with the car

They are always busy. Any time I go, I have to park at the McDonalds because no space in their carpark.

A small but OK Mercedes service centre, with a terrible follow up service. I had my E class service B there, waited for a couple of hours and a staff told me that they added semi-synthetic engine oil to my car. I asked why it is semi-synthetic instead of fully-synthetic, they just say it's their standard. After a few days, I received a follow up call, and I asked the same question, they said they would get back to me with a detailed explanation. Now 4 months passed, I haven't heard from them ever since... Well, overall speaking, this is not a bad service centre. But just the follow up service was terrible.

Sadly this is MB by name only
They Conduct their business in such unprofessional manor

No mabger was available to speak to, only got attention when I sent a legal email. Ended by collecting the car from them due to loss of trust .
An under arch garage would do a better, more proffisional job at friction of the price .
Avoid
Avoid
Avoid

Had previously taken car to Mercedes Brentford where the service was very poor. Chose Chelsea for required recall. Fast, friendly, comprehensive customer service. Hope you'll all experience the same.