Mercedes-Benz of Loughborough

The initial contact with Inchcape was a frustrating experience. The phone wasn't answered after numerous attempts and when i did get through i felt like it was too much trouble for the receptionist to have answered. My recall appointment was made and to be fair I had to rearrange the original appointment, which they were understanding of. My visit was just ok, not of a standard I'd expect of such a high end dealership. I certainly wouldn't consider buying my next mercedes from them. Their customer service certainly needs reviewing.

Good service 👍🏽

Very helpful and did not suggest work that was unnecessary. A first class experience.

Service carried out on the vehicle is good. Service team didnt take out much note of the problems initially and sort them out appropriately.

Previous experience fell short of expectation but this time round, an excellent service and kept me informed of progress every step of the way. Fast, efficient and friendly. Outstanding.

I didn't get a resolution or definitive answers to the warranty checks I requested & not even a courtesy was of my vehicle! What is the point of these rip off dealerships that think customer satisfaction and retention is way down the pecking order of priorities!

Gentleman by the name of Jim looked after me and my car very well, he was courteous and polite

I purchased a nearly new GLC and was a little disappointed on my first visit as despite the Leicester dealership having plenty of sales staff around, apparently they were all 'New Sales' staff and all the 'Used Sales' staff were busy, so no-one could attend to me! However, Lewis Davis on the used team said he had 5 minutes before his next customer arrived so he would take my details and promised me his full attention if I returned the following day. I agreed to do so and Lewis was true to his word, taking me out for a test drive in the car I was interested in and then thoroughly reviewing my options to purchase and explaining the latest Mercedes and Inchcape deals, which were well worth knowing! What I wanted wasn't immediately available but Lewis undertook a thorough search of the Inchcape network dealerships and found me a car that met my requirements exactly. The purchase, trade-in of my old car, cherished number plate transfer and collection were all handled extremely efficiently and pleasantly and I am delighted with both the car I have purchased and the service I received. Do not be put off if initially no staff are available to deal with you (although, to be honest, this should never be the case). I would thoroughly recommend this dealership and Lewis Davis for a nearly new or used purchase and I have purchased the extended warranty and servicing packages too. Loving the car!

1- On entering your dealership I waited at an empty reception desk for several minutes until someone asked me to take a seat. I then waited another 5 minutes for someone to come and see me. After a curt welcome I was taken back to my car for some reason (not entirely sure why). At this point I explained that the filler flap did not open when I pulled the button on my door. I'd asked for this to be fixed a year ago at my last service. On collection it hadn't been sorted and due to my busy schedule I thought I'd get around in due course as I could open the flap but it took several attempts. Not the end of the world but not what I expect from a Mercedes. 2 - My PA had called the Service Dept around a week earlier to arrange for three new tyre to be fitted during the service. I enquired as to whether this was going to happen and I was told that they didn't know what tyres I was running on and that they'd left a message with my PA asking her to get them the specifications. There was no message left and moreover as the car was bought from Inchcape, surely they would have a record of the tyre sizes? Lost revenue for you in my opinion. ATS will be fitting them next week at my office. 3 - I was then presented with insurance documents for signing and was shown to a hire car which I was to use during the service. A low range model (GLA 200D I think) comparing poorly to my GLE 500E. I did not feel like a valued customer. 4 - On return I was told that the fuel flap problem had not been fixed as a new switch needed to be ordered and I would be contacted when it arrived so I could book it in again. I'll believe that when it happens. 5 - Finally I was sent a video "I’ve prepared a vehicle health check video for you." where the technician explained that the three tyres I'd asked to be changed, should be changed ASAP. I knew that. This could have been a nice bit of CX (customer experience) if it hadn't told me that I needed three new tyres! In summary. I've owned Range Rovers and BMW's for the past 6 years prior to switching back to Mercedes (which I owned several over my life). BMW's service system is personalised and a pleasure to experience. Range Rover is lacking somewhat but still beats your offering. Your Inchcape site in the centre of Leicester in my opinion let's your Brand down by offering tight parking, outdated showroom and unfortunately disinterested service staff. I run a retail design company called Office Twelve based in Leicester and Amsterdam and we are employed by Global Brands to assist them in designing customer experience and retail spaces so if you need any advice please feel free to have a look at our website and get in touch. Looking forward to getting my filler flap fixed. Kind regards, Jonthan Penton-Harper P.S. My name was also wrong on the forms.

When entering a Car Dealership you expect the worst, but i was very pleased with my overall experience from the initial conversations with Stuart, whom was very open and honest and actually went the extra mile. The Business Managers were great too as they knew what my budget was and worked very hard to ensure we walked away with the car of our choice. Fantastic.