Mercedes-Benz of Gatwick Review

Good, efficient service. On time as promised, thank you

Excellent service from Gareth and his team, from
booking and dropping off to collecting, kept informed and ready on time

Amazing service.

I have been using Lookers to purchase and service my cars since 2012 and they have never provided anything less than a first rate service, often going above and beyond to get the job done and keep the customer informed and happy.

I can't imagine going anywhere else when it comes time to replace my Mercedes.

Good place to buy a car. They treat customers like people and even give you nice coffee. Plenty if parking and tons of nice cars. Bought one there yesterday.

Great services, helpful staff, clean and well received by Service Staff

A little tricky to get to. Side road directly off roundabout. Can be hard to pull out onto dual carriageway when you leave if in rush hour.

Undercover reception drive through is nice. You never get wet.
Customer parking outside limited and does get full. Tight spaces too.

Friendly staff for the most who will try to help. Coffee and drinks with biscuits available. You can get coffee to go.

Can get busy so do not expect a quick visit. The service reception seems to be a bottleneck (only one person) but speed improves once you are with the service manager.

Sales display is very crowded. Too small a showroom for so many cars. Not possible to stand back and admire the cars.

Overall a decent garage that does not quite exude the luxury feel. Could do with better, larger layout.

Couldn t have asked for better customer service amazing communication and constantly putting the customer first And going out of his way to help me with my new car brilliant service very happy customer can t thank Mathew Barnes enough for everything and Luke for a great handover of my lovely new car

After sales customer service does not exist. Contacted dealer on numerous occasions and each time was ignored. Couple of back emails with promises and excuses but nothing was done as to my request. As a Mercedes it should be a top example for other brands unfortunately it is opposite.
Bring back the passion as we love cars, please don't treat us as another number you can make money on. I hoped that joining Mercedes family will be my dream come true, now I want to get out of the deal. I should have read reviews before I visited, as many feel as I do.
Dealer will be very polite and helpful with sales, don't get me wrong but once deal is signed it takes a different turn.
I hope there is a light in a tunnel and a true, trustworthy Mercedes dealership exists somewhere.

Absolutely very poor service . Told to bring in our 20 year old slk ( that has only done 46000) they were to check out a window regulator that had failed after 3 months . They took 90 mins checking it out before they concluded the part was not working. However they would need to investigate if there was an underlying problem causing the part to fail therefore the car would have to be booked in for another day. When I was first approached by a member of the so called team he must have taken a instant dislike to me he obviously showed he wasn't happy that the car had been serviced by a another garage ( not Mercedes) this was none of his business anyway I choose my own reliable garage. He then escorted me to two seats . Told us to keep on our masks for the duration of our unsuccessful wait. Also we were not allowed to roam the sales area. I told him was I back at school put my hand up and called him teacher. When the keys were given back I told him there was people milling around with no masks and had pictures to prove it . He said that was the rules for his team alone. Before this very unhappy chap opened his unprofessional opinion on us I was going to look around for a replacement. I am so pleased I did not if that is the typical response.

Absolutely astounded by the kindness and generosity of Mercedes (Jamie & vic) after a safety issue on my car was identified and my various issues with autism came to a head Mercedes agreed to a 100% goodwill gesture that not only saved my car but my sanity too, couldn t recommend highly enough, it just goes to show that main dealerships can be as caring as smaller one, thank you guys, you re awesome xx

YES ! Still can't believe you found an oil leak with oil all down one side of the engine as seen in the video. But did not have time to repair or investigate the oil leak, told not to worry it was only minor and I should bring the vehicle back in 5 weeks, booking it in for 2-3 days. It did not look like a minor oil leak. There was no offer of when does it suit you, or can we rebook now. Appalling service but a number of friends did say prior to using your garage the after sales service was appaling at Mercedes Gatwick. Dont prove them right !!!

Disappointed! Hoped to have been shown new car for Motability - but we should have made an appointment and had to try and find car on our own - outside. Man with walking stick - NOT good. Off road VW for better service. ..

I found Gideon Rae (your salesman) to be very helpful, polite, courteous and professional at all times.
I ve bought many new cars in the past for both myself and family (from the likes of Ford, Vauxhall, Renault & Nissan), but up until now, never from Mercedes Benz - but found the whole buying experience an absolute delight.
Thanks very much for your help.

Love this place! Plenty to do and see. Popular Christmas venue as well.

Husband bought new car. Friendly sales people. Deals can be had if you're persistent enough! Covid measures satisfactorily in place.

Disappointing visit as we were left waiting without any help for 20 minutes. We did arrive without an appointment and wanted to have a look at a couple of models but were told to sit and someone would be with us in a minute . That minute turned into 20 but there appeared to be many members of staff not with customers and who didn t come out to help us. So we left. Only reason it isn t 1 star is because the receptionist was vey kind and accommodating and apologised multiple times for the wait. Shame.

Another great job from Gareth and the team. Thank you.

Kept ringing the bell for parts, completely ignored for over 15 minutes. Was told by the service receptionist who had been there all the time that the bell doesn't always work!!! He eventually got up and found someone.

Car has just had its second service. Arrived a few minutes early Gareth came straight out to see me in reception explained what the service entailed and took the keys.
We asked for plenty of notice to come and collect the car as we had to come about 19miles. Gareth phoned at 12:00 to say the car was ready and we collected within the hour . Good Service

Very helpful and polite with the best toys in Crawley. My test drive was very good

Terrible service from Mercedes Gatwick. I was sold a year old Mercedes A Class, when I went to pick up the car they put the wrong fuel in, so had to have the engine flushed and I was given a courtesy car. When they delivered the car it only had 1 key, they failed to mention this throughout the whole sales process, first saying the second key was broken then saying it never came with a second key. The car had various scuff marks on the rear bumper that we had agreed verbally and in writing would be rectified prior to delivery, it hasn't been done so the car has to go back to them to fix the work. I have dealt with various Mercedes branches over the years with a high level of service, this branch is very unprofessional and I would never have bought the car had I known what a nightmare the whole process was going to be

Gareth Longhurst is the service manager assisted me throughout my last service. He had been a great help in terms of provide me minor problems with my car, trouble shoot some inop car functions I pointed out. I will sent in my car for a MOT next month again and will be expecting MB Gatwick keeping up of this high level of car service. Great work!

After visits to both Audi and BMW it was refreshing to sit down and discuss my options with Jakob Ring. Jakob treated me with respect, was very knowledgeable and a perfect sales executive, listening to me and helping to choose my next car . The whole process was easy, making my choice to purchase from Lookers even easier. I have already recommended the dealership to another family member that is looking for a new car.

Fantastic service!! Vic the service manager is fantastic, courteous and professional as is the whole service team at Gatwick Mercedes. Fantastic service and highly recommend.

James green was very helpful and resourceful he kept trying to work within our goals and did a good, we couldn't get a deal more because of us than James.
I would be likely to contact James in the future if in the Market

Appointment was not registered despite a confirmation email. Service was unhelpful, seemed as though they were not interested in our business.

Can do better ,for waiting time . Waiting 45 minutes before my key battery was changed is not acceptable.

Purchased a car that was 10 months old.
I have returned twice due to irreconcilable issues.
The car is booked in for another two days next month.
Huge inconvenience and greatly disappointed and sick of Mercedes!

James Green was brilliant from start to finish and he is there now if I need help
He spoke in a polite and professional way
Through out the service of buying a Mercedes
I will be going back to James in the future as we only buy Mercedes

The warm and friendly approach by all the staff from reception to handover and service department helped in making this not just a pleasant but enjoyable experience.

Phillip Dodwell at Mercedes was very professional and provided us with very thorough information to ensure we chose the right car for us. Great service.

Fabulous staff and top service , went over and beyond to meet my specific car request. Thank you guys, i'm one happy new mercedes driver xx

Fancy some tranquil alone time? Go to Gatwick mercedes as you are guaranteed a relaxing experience with no interruptions from anyone. Everyone ignores you! That was certainly our experience today when looking for a new car. Ignored by every More

Frankly, due to the lack of reasonable service and duping me in to buying a service plan which then didnt cover the service I was told I was due and then ignoring three emails and two phone calls to get my refund means I've decided to sell my Mercedes and will never buy another one again. Cause, effect.

I have had several Mercedes over many years and have always been totally satisfied with the service I have received. I have dealt with mainly the service manager Vik Patel , and he has been, and hopefully continue to be ,extremely professional in his attitude & very accommodating in all aspects relating to my Mercedes. He has a very good customer service team, and they too are extremely helpful and co-operative at all times. The engineers too are very knowledgeable in explaining any issues which may occur with my vehicles, also very detailed in there approach to fixing the problem. We have just purchased another Mercedes , and will most certainly have the servicing carried out at Gatwick.
I regard the whole team at Mercedes Benz of Gatwick `the best` Well done to Vik and his team !!

Very impressed with the whole process from start to finish, from making the appointment, the reminder call the day before and then the slick safe process of delivery and collection of the vehicle. As usual the staff were courtious and helpful making the whole process painless.

Fault light engine management appeared. They sorted the problem same day. Very Impressed with service.

fitted my car in staight away excellent service from mark and his team {gatwick}

Great service from the Lookers team, I was kept informed throughout and they always go out of their way to be as accommodating and helpful as possible, especially Gareth the Service Team Manager

Mark was very professional in dealing with my car. Shame the car wasn t washed when I collected it.

Salesman told lie after lie he had sold a car that I had put a deposit on and travelled from Middlesbrough for which is 300 miles avoid at all cost

Unfortunately due to the covid restrictions the experience was all very strange however everything which has been put in place by the branch worked well. The staff were very informative and helpful as always

AVOID AVOID AVOID disgusting Customer Service. Treated my husband appallingly after selling him a nearly new GLC Mercedes which has warning lights come on after leaving the garage. It has tear damage that was not disclosed and refused to offer a refund when he lost faith following repeated mistruths about the condition of the car. Very disappointed with a big Mercedes dealership. Ongoing dispute. Causing major stress to my husband.

Peter my service advisor was the most helpful individual ever. He sorted my car for me and gave the best customer service i have ever experienced. This gentleman is a true asset to the company.

In process of purchasing a car. I am being dealt in a very professional manner by the staff. Would recommend.
Thank you,
Keith Thompson

Visited recently for repairs to my car at Mercedes-Benz Gatwick and had great customer service from Service Advisor Gareth. Very easy to talk to, professional and polite, kept me fully up to date at all times. First class service from Gareth!

Service manager went above and beyond to correct an issue earlier in the booking. Jamie is a stand out member of Mercedes Gatwick as far as I am concerned.

Better communication is needed. I was looking at a hire car for the day and use the hire car as an opportunity to tear drive my next E-Class.

The dealer failed to find me on the system so I had to wait while these works were completed. It is likely the hire car was not sorted out as I had never had an issue before.
Due to this issue and the story of my licence not being on the data system I will draw the line with Mercedes and look at a BMW or Audi (Lookers garages aren't the best in general) Poor.

Service team were all over the place - seems this wasn't an issue on the day I visited as it has been reported by many other reviewers on here.

The service itself was very fast although I have noticed some things were not checked - tyre pressure etc only takes a few additional mins. Nothing a stop at the local garage couldn't resolve.

Very pleased with the service I had on my wife's car.it was collected on time and the staff were friendly and helpful

Continuing poor service on behalf of Brian Hall
It is with dismay but not without surprise that I find myself sitting here on a Monday morning writing on behalf of my partner a follow up review.

Seventeen days later and with him suffering a rather stiff neck because of continually looking out of the window with excitement for the postman, he is still waiting for it. Maybe M has had another sudden memory loss episode, or maybe there has been a run on this item and Mercedes have sold out? I don t know - I m sitting here puzzled.


I wondered whether there had been a rush on the phone charges, but no you can still get them eBay has not sold out!
I also wonder why M rang him, surely when you have a complaint, it would usually be the manager, perhaps the manager only telephones the gold card customers!
We are looking forward to your not so prompt response. I m also sending this review via email to the people stated below just to see if they might care more, as you clearly don t.
PS. May I further suggest you update your career website with the following We [if we can be bothered] support over 200,000 customers a year with new and used cars. Please amend that figure to 199,999.
PPS. My partner has just received a Google update from his review, 62 people have read it and I have two likes. You never know, this could go viral, in which case we may be able to afford the headlight! And if we are feeling charitable a few memory lessons for M as well as some after sales customer service lessons for the service department!
CC Mr Mark Savage CEO of Mercedes UK
CC Dr Dieter Zetsche Chairman of the board Mercedes

If there was a no star that s what I would say.
Had the car in for a B service and a gearbox service + Mot and they haven t contact me to say what faults they found on the inspection kneeing the car will fail the mot but they still carried the mot out,
On the failure said do not drive the car until fixed and they said you have 10 days to fix ... great job guys ,
Understand completely the reason for failure but what I don t understand is why I didn t get contacted before the mot was carried out also why I ve been allowed to drive the car away in that condition,
If an accident was to happen I could be ending in prison or worse for not having a fit for purpose vehicle ..
Very disappointed.
Will never recommend this garage to anyone and definitely not be visiting it again.

Had a lovely experience for my daughters car, all thank you to Fareed Osman for a great buy and making my little's girl dream come true! Had a few hiccups, however, Fareed always works his magic, was able to get the deal and the car picked up in approx 10days.

had my smart car serviced and MOT at Gatwick they were very professional - collected my car and delivered it back very good service

Just had my service at Mercedes Gatwick and Gareth made sure it all worked well. I was a bit early for my planned service but Gareth managed to fit me in. Nice to see people going the extra mile.

Excellent service . Thank you Gareth for all your help.

We have experienced an excellent costumer care from Gareth service advisor. This is a third time when we been looked after by him. He is very professional, polite and explaining very well. If you would like some extra care ask for Gareth Lunghurst only.

Walked in with my partner to view a Smart Car for a Christmas present for her. Receptionist ignored us. We walked to the Smart car display on the left of the showroom. We sat in 3 cars - a 4 door and a couple of 2 doors. There were 4 sales advisors in the showroom and not one of them approached us or spoke to us. After about 15 minutes we left again ignored by the receptionist. We stayed a few minutes looking at the used cars outside and again nobody approached us. We drove off feeling ignored and frustrated. Is it any wonder the retail motor industry is struggling?!

Friendly and Professional service. Big thank you to Mercedes Gatwick for helping me out in this Pandemic.
Amazing service. Emirates Airlines in the air and Mercedes-Benz on the ground. 5 star

Soulless is probably the best single descriptive word to use.

The parts and labour for me to have the work done is very expensive.

I visited the showroom with my wife on Sun 20th and spoke to a sales rep who advised that the computer system was being repaired so he wasn't able to generate any quotes (fair enough). He took my contact details and assured me he would have some information with me by mid day on the Monday. So Monday, Tuesday, Wednesday, Thursday all came and went, nothing received. I called on Fri morning and was asked for my phone number and reassured that someone would call me back later in the day... again, nobody has called...Seems they all make so much money that they don't need to follow up on leads..

My vehicle was in for a service and MOT, the staff were good in communication, however; I was surprised that Mercedes offering a premium product and service would charge me for a courtesy car (something I never had to do when I owned a ford), and the state of the courtesy car was pretty bad, it was filthy and covered in bird droppings, which I felt even with staff on furlough being unable to provide a wash and vac service was not appropriate, given that this vehicle is supposed to represent your brand and showed little in the way of pride.
I was also not very happy to discover a large bird dropping on my front windscreen which was not there when I delivered the car, and it took my raising it as an issue to have it removed.

Given the whole buying experience was done over the phone or by email, I was so impressed with the speed, efficiency and communication I got from Matt and Will, from my initial enquiry to collection. They both understood exactly what I wanted, found me the perfect car and I am over the moon with it. Thank you so much guys, I will be back for a C class in 2-3 years!

Jamie Weir always goes above and beyond to accommodate my needs as I m very busy and can only get there at odd times, but he will always find us a slot and get everything done as quickly as possible. 5 stars for Jamie and the team.

Excellent service from start to the end. Highly recommend MB Gatwick

Everyone was pleasant to speak to and explained everything as they day went on. I have no complaints at about Mercedes. Thank you.

I received excellent guidance from Dominic Nguyen re buying a suitable model for my needs - he answered all my questions from his font of knowledge - a thoroughly honest and charming salesperson.

Excellent customer service from both Mercedes and Smart.

Great service, fixed my car in no time at all. 10/10

I booked the express option to have my car serviced within the hour. It took twice that long and when I spoke to the team member he just said they were busy.
I think they knew they were busy when I arrived and if I was informed it may take longer than the hour stated I would have left it there and comeback.
Every time I come to the garage it is always busy so I would prefer to either not be given the option of an express service or as a minimum communicate at the beginning the fact you are busy and give me the option of waiting or leaving and coming back. But just to ignore me is not great customer service.

I would recommend lookers Mercedes of Gatwick , an overall easy and efficient experience in these difficult times

Waiting Appointment booked, All Covid-19 precautions were well adhered to. As ever an efficient and highly satisfactory experience.

Lovely place with great staff, ask for Anika, she is super.

During this tough time of COVID 19 I think that lookers conducted their business with professionalism and efficiency