I have mixed feelings about my recent experiences with this Mercedes garage. On one hand, team members like Matt have been fantastic—he promptly sorted out my car after an initial oversight regarding my extended warranty, even though it required a second visit.
On the other hand, the overall service process and quality control have been highly frustrating. My husband’s car is now back for a fourth visit because issues keep being missed. To make matters worse, the service advisor handling his vehicle has provided appalling customer service, frequently being short with us and failing to understand the underlying issues. We have been informed on 2 occasions that the car will be fixed on the day we have taken it in, and 2 days later we have still not received a call to say it's ready. It's been that bad I feel like we deserve some kind of compensation given we are both Mercedes customers with finance and warranties on our vehicles.

Had to take my car there this morning as a breakdown. Was seen by Desiree who was professional, friendly and made sure we were on the road swiftly. Can’t recommend her enough. It highlighted how bad the service from my local dealership is in comparison. Thank you so much Desiree!!! You made what was a tricky situation/ being far from home/ stress free. 3 days later, my car is fixed and has been brought back to me/ over an hour from Oxford. Second to none service by all. Thank you again

I was informed my car was ready, I came to collect and pay and had to wait 35mins while a staff member did the bill.

Excellent service from Billy Waring and all the team at Smart of Oxford.
Thank you.

Great Service all through the process.

Zoe Carr was brilliant through the whole process, friendly and efficient.
Knowledgable when delivering the car, for me to set off, it was a completely pleasurable experience.

I declined the courtesy wash but said I would be happy for the interior of the car to be cleaned, but apparently it is not possible to communicate that with the valet. No big deal I thought.
Next the health check. This indicated my sump was starting to corrode with an advisory to replace at £1,790 due to the engine needing to be removed. When I researched this online this is clearly not accurate - the sump is in three parts with only the main aluminium (!) section requiring engine removal to replace. The two metallic parts can be replaced from below with the part in question costing £125+ VAT. When I queried this upon collecting the car the response I got was "that's what the computer says". This is just not right and I am sure some people would not query the information being provided by the dealership.
A cracked indicator in the mirror was also highlighted in the health check and quoted at nearly £400 to replace. I just replaced it myself in about 10 minutes.
When I booked the service online using my reg and mileage the website selected a B service plus package, which defaults to include an optional brake fluid change for a cost. When I picked the car up the service advisor happily highlighted that the service had come in slightly cheaper than quoted but on closer inspection of the documentation at home it doesn't note a brake fluid change at all, so I suspect this was not done as it should have been.
I left with the general feeling that the service was poor, work was over priced and trust had been eroded.
My AMG has had every one of the 14 services done at Mercedes, but this leaves me questioning whether it's time to change.

The Service from Hollie at the dealership was excellent. From the moment I walked in to the handover all very good.
The ID check app for Mercedes finance however took me 2 hours to make work and I nearly had to give up. Quite stressful.

Car was washed when I specifically asked for it to be left. I was concerned the paint could have been scratched. The MB app stopped working as soon as I left the show room due to a software refresh. I couldnt take it back to the dealer to sort as I live 120 miles away! I called the service dept twice (please check) to speak to the engineer but he was either on his lunch or too busy to speak me - he never called back. It infuriates me that when I step into a show room there's loads of people wanting to help but as soon as I need good after sales service, Im afraid you just appear to be like all the rest - such a shame as I was planning on a 350+ shooting brake when they become available.
The link to the app which sows 'service' progress didnt work either as it stated it was still being prepared, when in fact the service was complete. Sorry very disappointed

Hollie Fairholme sold me my new car. Hollie was attentive listened to my requests answered emails very promptly and even on her day off
I could not have asked for better service she is exceptional