Mercedes Benz Chelsea

Appalling service. Nice helpful telephonist but no-one to pick up the phone in the service department and no managers available and the promised call backs never arrived. Three tries this afternoon to no avail.
David

I would never recommend this dealership. The customer service is appalling. The workshop just don’t answer the phone. If you phone the switch board they say they will send an email and someone will phone back. It has been two days now. They still have my car, but no one has called or tried to get in touch. I have no idea what to do.

I have to agree with these bad reviews. Terrible customer service. Unacceptable in my view for a brand of this stature - MB UK just don't care. I had to ring head office who also couldn't get through - just to get an update. And then the invoice was wrong.

Quite why BMW can offer a service that is respectful and useable is beyond me.

Shocking service.

I brought my car into this dealership for a break squeal and click/clunking noise coming from the front of the vehicle. I was called and told that the issue was with the back breaks that required new pads and a new disc. Brought the vehicle in for the repair, which cost £603, but the issue persisted. Called back to explain the issue as it was previously stated that if work has been completed and still persists, you can bring the vehicle back so long as it is within 7 days. The agent on the phone stated I had to be booked in which was over another week and would be charged £204 for them to investigate. This is truly an awful service with no regard for the customer. They seem to be purely about taking as much money out of you as possible, and simply give you your vehicle back. I will not use this so called garage again and this is honestly the last Mercedes Benz I will ever drive. Awful. Please avoid.

Car in for repair under warranty.Now over 2 weeks .No dialogue as they don't return calls or answer phone.Wont give me a courtesy car.I get my info from MB Milton Keynes Head office.Will not use Chelsea again.

Very disappointing for a Mercedes Benz dealership. Car booked in for workshop and not ready on time. Poor communication from staff who ignore your phone calls. Labour rate is £202 per hour. Car not washed after being at dealership for 7 days. Every time i go here there is long queue on disgruntled customers complaining why their car is not ready or why they just spent £1000 and fault is still present. This dealer needs to stop overbooking cars into workshop and treat customers fairly.

The worst, most customer unfriendly service place in London. Avoid at all costs. Sign a contract with them - They will take your money - then when within your rights to cancel (and according to their T&Cs) they cancel but will NOT return your money.

Issue with the car airbag found during MOT. Told the price to fix it was £630 for the labour. I said it was too much - what were other options? Told arrogantly that there were no other options. Then they changed their price and said they could do it for £560. How did the price change - surely the price is the price??? Cowboy operation. Checked with a garage round the corner quoted who £82.50 for the same labour. Terrible attitude, terrible service. Terrible, terrible, terrible.

Answer the telephone.!!
Both Jews Row and Chelsea numbers ring for 20 minutes only to be told that you are still number 8 in the queue. Shocking. Pull your socks up Mercedes

This is the worst garage that I have ever come across. A total mess of a place. It is very disorganized and nobody seems to know what they are doing. Definitely not a MB experience and I would suggest to avoid at all costs. If not, be ready for your car disappear into a black hole for weeks and attempts for status updates will be blocked, meaning no calls or emails will be returned.

Cut down the waiting time. A quick check in with an advisor to go over what is needed, get a copy. Go home. Don't need a specific advisor who holds your car and any information about it hostage until they are free enough to attend to you. Archaic.
Enter information on their computer system about your car so anyone can you you an update on the status. If there is a problem, then refer the person to an advisor.
Have a cashier. Don't let the already overburdened advisors have to play cashier as well. Silly and a waste of everyones time if they are tied up with another client. You have to wait until they work through all the people waiting to get the bill and pay and leave. Again, archaic!
They have a long way to go on the customer relations side. I have no complaint about the actual service. It is the rest of the process that is painful.

Took my SLK for the first service here. I was dealt with by Michael who couldn't have been more helpful and friendly. Kept me informed and spent a lot of time with me. This was my second visit here and I am very impressed by their customer service, from the guy who greets you at the gate to the lovely receptionist and especially Michael - it's a pleasure to deal with this garage.