The first red flag should have been being chased to email a copy of my driver’s licence. Any organisation requesting sensitive documents via unsecured email for information that can be used for identity fraud, demonstrates alarmingly poor security practices and raises serious questions about GDPR compliance. From the moment I entered the dealership, the service was cold, dismissive, and entirely devoid of professionalism. The service advisor briefly outlined the warranty work before escorting me to the courtesy car. On arrival, I was handed the keys and abandoned with no explanation of the updated controls, no basic courtesy, nothing. The courtesy car itself was disgraceful. It was the dirtiest vehicle I have ever been given by a dealership. The interior was covered in grease and fingerprints, it reeked of cheap perfume, and the driver’s footwell was filled with grass and debris (see photos). This is wholly unacceptable for a brand such as Mercedes. The incompetence continued throughout the day. Despite the car being in for several hours, I never received the standard visual health check videos until I was already on my way back to collect my vehicle. A different service advisor called to discuss the work but was unable to answer even basic questions, provided vague and unhelpful information, and failed to mention that the technician had requested a diagnostic drive with me. Upon returning to the dealership, I was directed to a self checkout kiosk by the receptionist apparently, a Mercedes dealership now operates like a supermarket. I was assured that all documentation relating to the health of my vehicle and the work carried out would be left inside the car. Unsurprisingly, my vehicle had not been cleaned, and there was no paperwork whatsoever. Other than a verbal assurance, I have no proof of what work was completed. The attitude of the staff throughout was one of indifference and complacency. I have used this dealership for years when it operated under Inchcape, but standards have clearly deteriorated under Group 1 Automotive. I have formally raised a complaint and have been informed that the Service Manager will contact me. Given that culture is driven by leadership, I have little confidence that this will be handled appropriately. This experience was unacceptable, unprofessional, and entirely unworthy of a Mercedes dealership. Thank you for your response. However, it fails to address any of the specific concerns raised in my review, including the unacceptable condition of the courtesy car, the lack of documentation provided upon collection, poor communication throughout the process, and the request to email sensitive identification documents. A generic apology does little to restore confidence. I would expect a detailed explanation and a clear outline of the steps being taken to ensure that other customers do not receive the same level of service. I have contacted you directly as requested, but based on my experience, I remain disappointed. This interaction only reinforces my decision to take my business elsewhere.

2nd attempt to get an internet connectivity issue fixed in my vehicle. Left with the dealer for a full day. Upon collection, assured that all was well but the the first things I checked (music streaming and dynamic Sat Nav for EV charging points) it was clear it had not been.
The recovery action from the Service Agent was positive and I have been re-booked.

Awesome dealership and service

Provide excellent service

As usual the staff who dealt with me on the day were very friendly and helpful.I was very disappointed that my 10 year old car had to have a third NOX sensor installed at a cost of around £800.I am nearly 81 now and and find it difficult to get to and from your garage when the car is needed all day.It is too far to walk from Derby bus station for me now so I put my bike in the car this time with help at both ends of the journeys.

Excellent process and great service

Kinewyn was very friendly, professional and knowledgeable throughout the purchase of our Mercedes-Benz A Class. She explained the process clearly and made it a very memorable and pleasant experience. We found the showroom clean, comfortable and inviting.

Excellent

I met Sadia and she made everything so smooth and easy for me. She was very professional and handled all my numerous questions with so much patience. TBH, I don't know which one I enjoyed more, the brand new CLA 2026 model or the services

Great friendly staff