Mercedes-Benz of Gatwick Review

Great customer service with relaxed unpressurised salesman (Louis)

Always had my Mercedes serviced at the Gatwick branch. Gareth from service always provides great customer service and has looked after all the cars Ive bought from them.
I would highly recommend the service department

Friendly and helpful staff. A pleasure to deal with.

A bit too bullshitty for my experienced taste and didn' t detail the 20+ K car to a satisfactory standard. BMW in Salfords (where I have had my car looked after for 10 years) are a class apart. My wife wanted to replace her Merc but I will be buying another BMW (330i to the 340i).

We have got a bad experience with Gatwick retailer. We bought a used car(2016) in January. After we took the car not even used, there was a few issue straight away. There was a noise from the front break (which been not fitted in position)and when you were drive and use the break it started to shake under your leg, and my wife was scared to drive the car, and also when you were turning the steering wheel there was a knocking noise from the dashboard. However we took the car back and they resolved some issue, but in the same time we had a noise from the back wheels. As it lock down starts we had to collect the car before they shut the brunch, and as they resolved the problems apart of the noise from the back. Who was caring our problem before lock down he was really helpful and all went well. After the lock down we took the car to the specialist and they find out the noise coming from the back wheel, it is because out of shape. When i contacted the Getwick branch that we still have this issue we tried to contact the same person who is unfortunately still on furlough but the retailer ask us to take back the car. They find out that one wheel in a front is "buckled road wheel". We sent them a video about the back wheel as well, but the service man did not even bother to answer us. We have left there the car for two weeks and i was contacted with them HO to find a solution as the branch still was waiting for sales manager decision. All in all they said the problem been resolved but if i am not agree with them decision i can contact with CTSI. So basically we picked up the car, and they been fixed the front buckled wheel, but the noise stays on back wheels. However we do understand that is a used car, but you spend 20k on something and you have to spend again on the repair straight away which it is not your fault, this is just awful. They want you to pay a lot on service, but in a same time if they have to do something because of them responsibility than they just do not care.

I took my car to MB of Gatwick for its MoT but due to some minor error in the telephone booking, it was expected by MB in Tunbridge. Rather than turn me away, Mark Robinson looked after me and went out of his way to make sure the car was dealt with promptly and I had it back that morning, tested, washed, polished and looking like new. Outstanding service.

I ll like to Thank Jamie Weir who I had my communications with for my service. His customer service was outstanding. Thank you so much to your team making it stress free.

Top class service, great communication. Highly recommend.

Thank you

Very good customer service. Informative and helpful. Richard and William was very professional. Thank you

I booked my vehicle for a software update recall and was very pleased from booking, vehicle being serviced and the friendly approach extended to me. I would like to mention Gareth Longhurst for his professionalism and the service given to me. Well done Lookers of Gatwick, you stand well ahead of other Mercedes dealers I have experienced before.

I found it strange that it was explained to me that cars were unable to be washed due to COVID regulations, however when I left the dealership the cars outside on the forcourt were being washed.. Seems like COVID is being used as an excuse to not to provide a service that would normally come as standard

Poor customer service having agreed time had to wait for car, car arrived covered in birds mess. Operative not interested in cleaning so had to speak to manager. Poor service all round!!

Booking my service was easy from start to finish and good to get a video of the vehicle health check. A special thanks to Mark Robinson who dealt with my service and made sure that the Covid guidelines were followed and everything was sanitised and clean.

Recently purchased an approved car from MB Gatwick I was weighing up a hybrid or sticking with a more driver focused car. I dealt with Will Griffiths who throughout the whole process was excellent and very patient as we made up our minds. Nothing was too much trouble and some really helpful advice. The options and finances were all explained clearly and in the end we opted to stick with a more driver focused car, with four door and a large boot. The car Will found matched our wish list perfectly and we are loving the almost new AMG E53 with the much wanted sunroof and non black interior. The handover was also well handled, the car was ready in just seven days. The vehicle was spotless and had been expertly prepared and was just as described. Would recommend. Thank you Will.

I have a MB Service Plan which Lookers/Gatwick Mercedes Benz have executed with due diligence over 4 years now. Polite & professional, The video inspection reports are second to none, Accomodating, Flexible on timings for delivery and collection, I compare them to some very challenging experiences I have received at other MB franchises

I went on a 3 hour drive to Mercedes in Gatwick just for the service of 1 great sales person:::::: Fareed Osman::: his service was exceptional.. I am so happy with my purchase and I will definitely be using his service again.

Terrible. Will not use their service department again.

I had a fantastic experience at the Mercedes-Benz at Gatwick. In advance of my viewing I received information on the car. I decided the purchase the car and when I collected it, that in itself was a really nice experience. I would wholly recommend Mercedes-Benz at Gatwick, in particular Olivia who was extremely helpful.

During these testing times it was good to feel that concern was given to the safety of the customers as well as looking after the staff. Very well organised . Sanitising seats etc carried out as clients left the service waiting area. The service representative was extremely helpful especially in explaining and resetting my ME app on the car. Thank you

Came in to drop my car off on the 13th August to have some body work looked at. I was called the night before to book a drop off time due to Covid and so was told to be at the service door for 9.15 exactly to make sure everyone sticks to their time. I turned up with a friend (who was collecting her car) just before 9.15 and was left sitting in the car for over 10 mins because we couldn't get in the doors due to too many cars inside.
Several members of staff were walking around, disinfecting cars very slowly and not at any point did anyone come over to speak to us and say they would be moving cars out the way for us. We were looked at and generally ignored!
After eventually getting in the garage, we then had to queue to be seen! In total it took 40 minutes to simply drop a car off and collect another - we were therefore late back to work.
No one seemed particularly happy to be working there and clearly greeting customers with a smile is no longer the case.
My friend left her designer umbrella in the boot of the car which was a mistake as when she got home, the umbrella was no longer there! Mercedes were supposed to call her back and never did.
I wouldn't recommend anyone take their car in for service as every time I have been in, there has been some sort of issue.
Customer service is not a top priority here!!!

I cannot thank William Griffiths enough of his help and effort. I can assure you if it wasn't for him I don't think I would end up buying my new car. He is not only a fantastic person but also very honest and fair salesman. I am already discussing with him my next car :) thanks Will!!!

I am a disabled customer and am treated with so much respect, my car was collected and delivered back, I had phone calls keeping me up to date with the progress. Very happy with the service.

After dealng with a mercedes main dealership it was such a pleasure to deal with the staff at lookers.

Experience in these Covid times was very good. Adjustments made to minimise f2f interactions but efficient and friendly service. Informative discussion with engineer performing the service.

After a telephone call re my dab , I was told to pop in with my car and someone would look at it and show me how to retune it.

Excellent service from Philip Dodwell for buying a used E-Class. Highly recommended. Other Merc dealers need to learn such a good customer service

Great and speedy service; very helpful and went the extra mile .

Gareth has dealt with me for many years and is a great asset to your business.

Service team doing great discounts for all taxi drivers.

Jamie was assigned as my Service Rep. He was very professional and guided me in solving my queries.
Thanks Jamie

You sales rep Fareed Osman set me up for my first Mercedes. It was a first-class experience, I got all the necessary information I need, good price, and most importantly great personal service. I drove away the brand-new GLC in a couple of days. I will remain a satisfied Mercedes owner for a long time. Thank you!

Another smooth service experience at Mercedes Gatwick managed by Gareth Longhurst, with special attention to COVID management. Good communication throughout with ease of booking, arrival and collection as planned, and more importantly good advice on actual service process and topics to monitor over the next year. Thanks

Very smooth service, from booking, to the call the night before to confirm through to the service itself. Jamie kept me updated throughout. Would thoroughly recommend,

Walked in and no one seems to care, terrible service and nothing promised over phone was true about the car we wanted to see.
Waste of time and would not reccomend.

Outstanding customer service. Easy and non stressful

I am not a retail Customer the sales Executive Phillip Dodwell was aware of this yet he was still very professional, attentive, knowledgable and friendly

I would like to share my experience of my car being serviced at Mercedes Gatwick.
The booking on line system is excellent easy to use and in short a doddle, shortly after making the booking you receive confirmation by email and if memory serves me correctly a follow up text a couple of days before your due date. On arrival the welcoming was warm, I was asked if there were any issues and my only concern was the phone charger was not working he agreed to pass this information on to the engineer, I then waited in the lounge area and had free coffee and WiFi what could possibly go wrong?

After less than two hours the service manager approached me and went through an assessment of the car, one of the items was moisture in the headlamp. I asked if this would be covered under the warranty and he said no as it was likely it was caused by a stone chip however, when we jointly inspected it there was no evidence of chipping on the headlight or the surrounding paint. He also wasn't convinced the phone charger would be replaced and implied that I had probably damaged it. I didn't accept this as I informed him the lead had never been taken out of its connection [why would you] as it was a Saturday he said he could not get a replacement part, I asked him if he could call me Monday and confirm it was on order and he could either post it out or I would pick it up when I was in the area.

Two weeks later I still haven't had a phone call in the meantime I received an-email from a service administrator asking if I had any problems to contact her which I duly did but again no response!

The Sales Executive Jakob Ring was very professional throughout the sale from the time I contacted him to the handover day. This is the second vehicle I've purchased with Mercedes-Benz in less than 12 months and I have dealt with Jakob on both occasions. Even through these COVID days which doesn't make things easy everything was done with very good customer service.
Please pass on my thanks to Jakob

Very helpful guy on the end of the phone. Couldn't have been more helpful

Waited over 40 mins to be seen..... in the end left ....shame was ready to finalise on a new car...... only redeeming feature was friendly and amenable lady at reception ..... overal not the service you expect as an SL owner ..

Booked my Mercedes into Lookers at Gatwick. Car was collected as arranged, by a very nice driver. He was very polite, smart and informative. The service advisor was perfect in keeping me up to date whilst my car was on their site. My video to show me how my car was, was carried out comprehensively, by a very knowledgeable technician. Car returned by same driver. Cannot fault any aspect of the service shown to me today. Thank you.

Hi a big thanks to Mark Robinson. I took my vehicle to the Gatwick dealership for a recall, software update they also supplied me with an adaptor to connect to mercedes me. Mark helped set this up and although he very busy nothing was too much trouble. Thanks Mark.
Terry

Came in after a golf game with a friend. In shorts and flip flops we were treated as anyone else there. Although the car I was interested in became unavailable, I will be buying my next car here. Spotless show room, friendly staff. Well done!

I have been using the same garage for more than 20 years and bought four or five cars from them. I am very happy with the dealer.

Fantastic service from Philip Dodwell at Mercedes Gatwick. Couldn t quite get there on the numbers this time and genuinely disappointed we couldn t do business this time. But the help and advice given went above and beyond so won t hesitate returning in the future.

James green was very professional and helpful with helping me look at a number of cars within my price range. We discussed a number of different finance options and was brilliant with being very responsive. Good rapport through out. The only reason we didn t come to a deal was due to me being offered an exceptional deal on an Audi s3 which was too good to turn down. James deserves praise for his customer service skills and should be recognised for the customer journey he provided to me, I will definitely recommend him to friends and family who are in the market for a Mercedes.

I ve recently purchased a Mercedes E-Class Coupe from Mercedes Lookers in Gatwick. I just was to say I ve never written in and complained about any product I ve ever brought, but this time I just felt compelled to do so.





For the last 10 days I've been endlessly trying to contact the salesman at Lookers Mercedes in Gatwick, Gideon Rae, and he's not returned my call once (11 times at today s count). I ve even gone through to the business manager, who too has failed to return my call.



I don t take any pleasure in writing this, but please be warned.

It s been a brilliant experience, despite COVID. Matthew Barnes was so helpful - he was quick to respond to my enquiry and from then on very responsive and accommodating with my questions and requests. He sorted the paperwork out very quickly and picking up the car was relatively easy. One thing that s been a little difficult is working out the finer details of the car on my own, because the showrooms are shut at the moment. But that s COVID s fault, not the dealership.

Great service even tho the circumstances. Very professional

I've been taking my car into Mercedes Gatwick for many years now for the servicing and any repairs needed. Gareth Longhurst is my service manager and never fails to provide a high level of service each and every time.

An excellent service delivered by Rohan, very easy to deal with and my C class has never felt better. Will definitely be returning again next time, thank you!

We attended the sales department and were left standing for fifteen minutes before any acknowledgement and left whilst they ponced about with other duties. We were treated as second class people. We eventually test drove a C class but not with the sales man but a junior employee. The drive was inadequate and the route ineffective for a true test drive. after agreeing to purchase a C class 220 we were informed the engine size was not available on memorability even with us agreeing to pay the extra monies. This left us with the starting due process of the purchase again. We attended the test drive for a C class 200 on an evening and endured a traffic jam event and were again disappointed with the junior sale's person test drive. So on the Friday I took a half days holiday to test the C Class 200 again and low and behold was left standing for fifteen minutes without attendance before the sales guy looked over and said again and said I will not be long even though we had an appointment! I said I have a busy day with other cars to drive and again the junior was dispatched and could not find the car as it had been lent out ??? even though we had an appointment to test at 3 pm and now it was 3.30pm and guess what they did not have another one to drive !!!!!!! so i said forget it. I would say for the record the Garage at Bognor road at Chichester is very efficient polite and attended me within seconds and I was in a car within ten minutes what a difference and we have purchased though them. So Gatwick you suck badly and do not deserve any trade at all.

hope this helps you all as the guys at Gatwick / Crawley need their wings clipping and told they are not above the real people and the cars are just cars not something the gods gave them to sell.

Steve

Unbelievably poor - I saw an advert for an approved used E Class, called MB Gatwick who told me the car was available for viewing and booked me an appointment for 3.30. So I drove down, 40 miles or so, only to be told the car wasn't ready for viewing! Needless to say, I won't be going back! Thanks MB Gatwick, you owe me half a day of my life plus mileage!

Although I did not see member of the management team throughout the process (COVID), James Green kept me fully updated and helped me when I had any questions. This is now my 4th car from this dealership, and as always their customer service was first class. Thank you for making this a nice experience.

Totally different to Brighton,couldn't believe how much difference between branches, would definitely deal with them over the others*****

Prompt and fantastic service.
Always go the extra mile as they did earlier in the year under the warranty. Only thing this time no video message received but nevertheless highly recommended.

Had brake pads I needed social distances maintained.

when i when in it was really busy , great selection of cars in the showroom . was greeted by the manager , who spoke to me till one of the team was free , the whole sale was professional and not pushy .

Average response time, they will upsell me every time.

Grateful service from buying the car to assistance with setting up Mercedes Me.
Service department always responds quickly to emails and queries

Messed up service took twice as long no courtesy car offered, vehicle not sanitised

I was suppose to wait with my car for this service so glad I didn t

Main dealer experience is absolutely shocking get better service from my mobile mechanic

Took the ol girl in for a full service and left absolutely purring, a service with all the trimmings. Well worth the money and the staff were superb, I was even allowed to speak to one of technicians that handled the work and he was a top lad that seemed well-informed. 5/5 would recommend.

I have two Mercedes both of which have been serviced from new by Mercedes Gatwick since new. The customer experiences is always first class and clearly care is taken to assign a single person to take care - in my case Gareth. Impressed how they have risen to the Covid challenges.

Popped in to get a quote for a repair. Really friendly and helpful. Sorted and car booked in

Utterly unprofessional. 2 hour drive for a fixed test drive appointment, only to sell the car 10 minutes before due arrival.

I have been using this dealership for the last 4 years & have had every service carried out from new. However was very disappointed with my last service & mot due to COVID / furlough / lockdown etc that my car was returned dirty and not valeted due to no staff which was only explained to me the night before collection.
I was not even offered a valet once the restriction are lifted and back to full staffing levels.
I honestly would not expect a main MB dealer to carryout a full service & mot and then return a vehicle in an unwashed dirty state, and therefore will no longer be using this dealership again, especially when I drive past the dealership everyday and can clearly see all their cars for sale on the forecourt and at front of their entrance cleaned and shiny ...how ?? Who cleaned these over the last 12 months !

Great service from Anika today. Really went beyond my expectations in sorting out issues with my Mercedes. Thank you!

Attended the dealership with a view to purchasing a new A-Class, the rude and outright arrogant service I received put me off the brand. Shame as lovely cars, but when front line members of staff to the brand manager are so arrogant it leaves a bitter taste!

Visited over the weekend at the golden ticket event, wasn't impressed.

Always a warm welcome from the service and aftersales team at Gatwick. I've been dealing with these guys for over 10 years, the experience is always professional and efficient, even more so through these times of unease and anxiety. Very well executed, I have recommended the dealership to friends.

Lone female purchasers avoid. Despite booking an appointment I was made to wait over an hour to see the individual I d been advised to ask for (despite others being free during my wait). I was made to feel like an inconvenience (after the long wait I was given a set of keys and taken to a car then left outside in the rain whilst the sales person went back into the showroom and continued to faff...so I waited some more....eventually giving up I wandering back into the showroom myself. I was then complained at as the sales person hadn t had lunch). I was then treated like a fool (telling me my car was in very good condition and was clearly looked after but then the part-ex offer followed and I was told it would fall short in paying off my remaining Merc finance....when we all know fine well I could hand back the car at the end of the contract and not owe a penny). I thanked them for wasting my time and promptly left. Will take by custom elsewhere.

Sold a car with multiple problems, but sales went awol and service were only happy when Mercedes agreed to pay for repairs. Bought the car in September but only got to drive it 3 weeks. Still waiting to see when it may be done!

Ive had nothing but good service from buying my car, to servicing.
Would highly recommend dealing with them.

So close and yet so far. Took my car in for a safety recall. Staff neglected to mention that the Service Department worked half day on a Saturday and so arrived back in the courtesy car (main reason for 2 as opposed to 1 star) just after they had closed. Picked car up from a member of the sales staff without the free 45 point safety check documentation I was supposed to receive but was later sent an email with a video of the inspection. Sadly the video had no sound. Phoned dealership and was promised an email with the report - nada. Emailed the Service Assistant and his manager - nada. Was randomly contacted by Mercedes and asked to fill in a satisfaction questionnaire - told them the story - nada. Finally spoke to the Service Assistant today. Claimed he wasn't told about my calls and didn't receive the email, but he has now sent the report - a month and a half later. Apologetic on the phone - nope. Apologetic in his email - nope. By way of contrast had another car MOTd at Kwik Fit last week - fantastic service.

Always go out there way to give a 5 star service and great amenaties , always enjoy my visit here

I dealt with Justin Forrest and he was helpful, courteous and above all proactive. It makes a very refreshing change to deal with someone that genuinely sells you a car and helps to make the whole process seem less and enjoyable. Hats off to him.

I am a discerning, time-poor customer who has owned a selection of Mercedes Benz/ AMGs over the years. I bought a Mercedes Benz, because i love the cars and identify with the 'Das Beste oder nichts' mindset. I took my Mercedes GLC in for More

January 2017car in ford service - phoned to tell me car is ready. Arrived 40 minutes later and waited another 40 minutes as car has not yet been washed No apology
April 2018 contacted them to arrange for the safety recall to be carried out. Told parts were not in stock and asked to phone back in a couple of weeks or so Suggested that they might like to let me know when it was in which they agreed to.
Received phone call and car booked in. Arrived and after 15 minutes was told that the parts were not in stock and they had sent to Brighton for them and the wait would be 3hours.
Explained I could not wait that long and asked for my car to be brought back.
Waited 40 minutes for car to be returned as they decided to do a camera check on it.
Received phone call to make new appointment and told them that it was 32 miles round trip and would appreciate some compensation.
Took car into them and work was completed. Asked about compensation and was offered small valet on my next service Explained I would not use them again for a service and told that nothing else was going to be offered.
DONT USE THEM

Friendly and helpful staff, easy to get to and loads of cars to choose from.