Absolutely shocking experience with Mercedes-Benz of Derby, particularly my interaction with Donna in customer service. I found Donna’s manner extremely rude, dismissive and unprofessional. The tone she spoke to me in was completely unnecessary and only made an already frustrating situation worse. I did not feel listened to, valued as a customer, or that there was any genuine attempt to help resolve my issue. What made the experience even more unbelievable was being told that my Mercedes warranty was apparently void in relation to the glovebox issue because of scratches on the OTHER SIDE of the glovebox, which they claimed had somehow damaged the locking mechanism. I find this explanation absolutely ridiculous and I was left completely dissatisfied with how this conclusion was reached and communicated to me. I expected Mercedes-Benz to properly investigate and explain how cosmetic scratches on the opposite side could supposedly cause damage to the locking mechanism before simply using this as a reason to reject a warranty claim. For a premium manufacturer and dealership, the entire experience was nowhere near the level of customer service I expected. Donna’s attitude and the handling of the warranty issue have left me absolutely furious. Based on my personal experience, I would avoid dealing with this advisor and request somebody else. Mercedes-Benz of Derby seriously needs to review both the way customers are spoken to and how warranty claims like this are handled.

Very pleasant staff. Efficient and professional service.

Had a great experience with Mercedes. The whole process was smooth and professional. A special thanks to Sadia, who was extremely helpful, friendly and professional throughout. She made everything easy and comfortable. Really appreciate her excellent service

I am actually lost for words at how bad the service is at this dealership

Great people and a good overall experience. However, parking was difficult to find. Also, the Group 1 app says you can track your vehicle’s service progress, but the information doesn’t seem to get updated, which makes the feature a bit pointless.

all the help was just very good

Brilliant service and amazing customer service. Speak with Sadia she is amazing! Knowledgeable and patient.

Sadia and James were incredibly helpful from the first phone call until collection and beyond. Very prompt service, knowledgeable, and I came away feeling reassured by the service and support as well as the car itself. Having used Derby Mercedes on multiple occasions previously and now the service is as good as ever and I would not hesitate to use them again

I’d only gone in to browse. I’d had an E Class diesel from new and would NEVER go full electric. A few days later I drove out in a full electric EQS. This was largely due to the sales technique and personality of Sadia. Great service and I enjoyed the haggle. The handover was really well done including the “big reveal”. Sadia made sure that the car was set up with my personal profile and to my spec. Brilliant Sadia, thank you.

Just like to say a Massive Thank You to Kinewyn at Mercedes Benz Derby. My Daughter just purchased a CLA from there and Kinewyn gave us such amazing support during the process. There was no “push to buy”, the car just sold itself. The vehicle is used, but I can honestly say, that it looks like it’s just come out of the factory - really nicely prepared. The handover was a nice revealing experience for my Daughter, which I’m sure she’ll remember for a long while. The vehicle controls and functions were clearly explained before leaving. This was my Daughters first “Dealership” experience of a new vehicle and I’m sure she’ll be back there for a replacement when she wants a new one. Thanks again for everything.