Lookers - Mercedes-Benz of Stourbridge Avis 139

Had my rear subframe replaced under warranty at this dealership. Was told the wheel alignment had been carried out as part of the repair — it had not. After leaving the dealership my car was vibrating badly and pulling to the left. I took it to an independent garage who confirmed the alignment had never been done. I had to pay out of my own pocket to have this rectified.

A rear subframe replacement requires a 4-wheel alignment as a standard post-repair procedure. Either this was skipped entirely or I was lied to when I was told it had been done. Neither is acceptable.

I don't have the luxury of taking days off work and being without a car to chase Mercedes through their lengthy complaints process, so I chose to just get it fixed myself and move on. But potential customers should know that work carried out here is not always completed to the standard you are told it is. Always verify with an independent garage after collecting your car from a service or repair.

BIG SCAM – BEWARE. DO NOT PAY A DEPOSIT.

I paid a £500 deposit on 25 February 2026 after Joel asked for it to reserve a car. The very next day, 26 February, I was told the car was no longer available and that my deposit would be refunded.

Today is 13 March and I still have not received my refund. I have called them many times, but they keep giving excuses. They even said their accounts department cannot help, which makes no sense when it is a refund issue.

Because of this, I have now started a Section 75 claim with my credit card provider to recover my money.

Very disappointing experience. I would strongly advise others not to pay any deposit to this company.

I just want to praise Joel at Mercedes Stourbridge. Each time I've been in, he's always friendly welcoming and more than obliging with my car requirements. Its my 4th brand new car from there in 6 years, and each time the process has been handled without any issues and in a professional manner.

Joel is an absolute credit to Mercedes and to the showroom.

Thank you again, my car is beautiful!

Friendly and professional staff, good communication, great service

Health check...
2x continental tyres
Mercedes £127.26 each
2×continental tyres
AD tyres £69 each.
Windows wipers.
Mercedes £67.44
Window wipers
Car spares £29
Brake discs.
Mercedes £356 supply &fix
MC motors (check) no need to replace.

Kept informed through out the repair process, all sections of the repair explained & consent gained prior to work being carried out

Have recently purchased a new Mercedes A Class. The sales staff (Lee in particular) were friendly and professional and always responded promptly to any requests for information and advice. I was allowed a good test drive and the deal on the new car was excellent. The car arrived on time and I was continually kept up to date with the progress of things without having to chase. I haven't driven the new car far yet but first impressions are completely positive.

Excellent service

Very overpriced but I guess thats expected with dealerships.
However, my issue is that I was charged full price for an issue that they weren’t able to resolve in the end, but they charged me full price for the attempt even though the issue was not resolved. Seems like you get charged a hefty amount for every little step of the repair process.
On the positive side, they do provide a professional report on all works, and sit down with you to further clarify any information that needs clarification.

Ali was very attentive and patent while i sorted my requirements.
He is knowledgeable and very helpful.
I hope to deal with him again in the future.

I was very grateful of the service I received and the concern of my problem- a puncture

After having my roof resealed under 2 years ago due to the roof leaking, its leaking again. Even though its still under warranty Mercedes say it cannot br resealed, you need a new roof costing over £4500 and we are not paying for it. Thanks Mercedes

Daisy and the service team were excellent

Quick diagnosis then booked with a courtesy car when part arrives.

Had a long e mail and video about what car needs but did not answer the question for which the car was sent to garage to fix the adblue fault. Extortion attitude towards work for the car. I have bought 2 new mercedes from there and pledge to not buy from them again.

Lee was great from start to finish couldn’t ask for better service.

Time-bound service and well-behaved employees

Excellent experience at Mercedes Stourbridge! Kore Lee was fantastic throughout the process... professional and funny. Beautiful car thanks :) would highly recommend.

Firstly, Our salesman Lee is a genuinely pleasant person to speak with.

However, we must be honest in saying that the overall service left significant gaps.

We were not provided with relevant or comprehensive information about the vehicle. We only later realised that the car is electric, and much of the interaction felt focused on making a sale rather than ensuring we understood the product we were purchasing.

In some respects, this could be viewed as mis-selling, as we left the dealership without a clear understanding of the key features of the vehicle—and even found the previous owner’s Bluetooth details still logged in.

With past Mercedes purchases, the salesperson would take time to walk us through the vehicle’s features to ensure we were receiving value for money.

Unfortunately, this did not happen on this occasion, and the information we did receive was confusing and incomplete.

We were also not presented with different finance options to choose from. Instead, it felt as though a decision was made on our behalf simply because I had previously enquired about an old offer. We weren’t given the opportunity to understand what options were actually available.

Regarding the contract, we raised concerns at the time, but we were tired and wanted to wrap up. The feedback we received afterwards felt dismissive—as though the message was simply, “It’s done; we don’t deal with this anymore, contact the finance company.” There were clear discrepancies between what we were told by yourself, what the contract is saying and what the finance representative explained. It felt rushed, and not focused on providing the correct service.

We only learned some details after signing, including:

* the actual price of the car
* the fuel/energy type
* that the vehicle is electric/hybrid online when we got home
* that the contract chosen may not be the suitable for us which we highlighted
* and we were not even offered a test drive

Overall, it came across as a “take it or leave it” approach.

Additionally, I became frustrated when my own details—which I provided solely to retrieve a past offer—were instead used for my husband’s paperwork. This demonstrated a lack of attention to detail.

To be completely honest, with the overall experience; Yes we didn’t plan to buy a car but we needed one hence we came to you in the first place but, It felt like we had to extract information rather than being guided properly through the process, and too many key details were only pointed out after the fact or left for us to discover ourselves and or we will never know…

And since we are not comfortable we now need to figure out who our DDR is with and pay the bill off. Which is our only way out.