Lookers - Mercedes-Benz of Worcester Avis 205

I have been a customer of Lookers Mercedes Worcester for nearly 10 years. Cars, service plans, extended warranties, any work and replacement tyres - all loyally purchased from this dealership. It is with a heavy heart that I have to post such a damning review. Taken for granted, another number, a commodity and treated with contempt. I took my car in for the routine service. First they report that the windscreen is smearing and recommend replacing the windscreen wipers. Wipers that this dealership had replaced only a year ago. But apparently these are a wear and tear item and not expected to last a year so tough - replace at your own cost. But the thing is the wipers did not need replacing as I discovered. There was grime welded onto the windscreen. Once I had cleaned this off the smearing went. So the garage had recommended a replacement that wasn't needed - and should not have been needed. The health check video flagged a scuff on the rear bumper that wasn't there when I took it in. When I inspected it was gone - when the car was cleaned the dirt, not the scuff - there was no scuff - had washed off. They also said one of the tires needed replacing as it only had about 1mm left. I was told over the phone that it would be £366 to replace. Phoning around I found the cost should have been just less than £300. When I checked the service paper work the price MB had quoted was £283. So I call to check. The same service representative who has booked my car in for the service (Antonio) took my call but said the service department was too busy to speak to me - so they would call back - incredulously he said that if I had not heard back my 2.30pm that day I should call in again! I did - no answer. So as I live near the dealership I drove around. Again, spoke to Antonio. First he couldn't find my car on the system. When he finally did, it took him 30 minutes to say the quote on the paperwork was wrong. The price would be £369 - more than he had quoted on the phone originally. He justified it by saying the last time you bought a tyre from us it was that price. They offered a small discount and said neither we nor the supplier will make a profit at that price! Normally I deal with Elaine who is awesome. But I was 'looked after' by Antonio on this occasion, and 'looked after' by a service department whose view on customer care and retention has clearly changed. I was planning to swap my son and daughter into A Class' from their VWs, and my wife into either a GLE or GLC from her Disco Sport. My car also needs replacing in the next 12-24 months. MB Worcester would have been my go to. Not now.

I bought an expensive Approved Used car from Lookers and the response time while going through the sale was fine, as was the car I bought. That being said, the second they received the money and the sale went through, they completely changed and became really awful to deal with. I was no longer a prospect for more money and all of a sudden it became impossible to get through to anyone on the phone, they don't respond to any emails and they don't call you back even after the company assure you they will within a couple hours. I have been so disappointed and have never seen a company with such bad aftersales and customer support before. I would never work with or buy from this company again and I would suggest others don't either.

Our whole experience was amazing. We were treated with such professionalism, from start to finish. A shout out to Lucy there Sales Manager and the Amazing Branch Manager Ed. Would definitely recommend them and will look be returning. This has to be the best garage to purchase a car within Worcestershire. You will not be disappointed

Everything done as expected. Any important items notified or attended to. MOT completed and fully advised. Items for future attention advise. Video provided to assist this. Car finished and cleaned and available as planned. I’ve used Lookers for servicing my Mercedes and trust them. It maybe a bit more expensive than others but I think the value is always there in the longer term. Always a good team.

Easy drop and collection

Recently spent £1000+ to have Windscreen re-bonded. This is a 65 plate Mercedes E220 Saloon car in excellent condition with only 45k on the clock. The windscreen should not have become detached to allow water to come in, this was obviously a manufacturing fault! They did not mention that they had replaced the overhead console (£500+) and the car was returned with dirty seats and cables hanging out.
Disappointed and won't be renewing my service contract!!

Service booked at short notice and carried out as scheduled. All fine and no issues with the whole of the process.

Vehicle booked in for service via the Mercedes Me app, always find Lookers personnel happy to help with a can do attitude. Additional work carried out during the service which saved a repeat visit.

Lovely staff, updated throughout the service but took a lot longer than anticipated.

I spent 20 miniutes on hold to speak to the service department tried again three times in the end i spoke to the body shop who was able to assist. The video sent following the service on my GL220 would have been helpful if i could have understood the gentleman who accompanied the voice over ..
The gentleman who collected my car and delivered back was excellent and a great ambassador for your company

Car collected and returned on time.
Returned clean and tidy.
Shame an item was missed on the service but remedied after a phone call.

Shame the tin of sweets no longer included.

Overall experience was ok it’s the after sales which is terrible once they have your money they don’t what to know - emails sent and unanswered, calls not returned, promises of sending you information regarding your query, never happen - car was just under £20000 automatic boot realise on key fob does not work in-fact its never worked and wiper blades needs replacing after two weeks of owning the vehicle no calls either to check if you are happy with your new vehicle taking all this into account I wouldn’t buy from them again disappointing as the initial sale was good would not buy from again in the future

I have been a Mercedes owner for many years and always use the Worcester one. Excellent service from enquiring about a car, test driving it and the purchase. Very helpful and friendly.

My only gripe being I was told my car would be washed and ready for collection at 5pm. I arrived on time and the car was ready but not cleaned or prepared. Not what I expect from Mercedes particularly as I pay for an annual service contract.

John was fantastic with his service! He made sure everything was caught up I literally didn’t have to do anything at all! He was so kind and he made sure the car was all ready and cleaned. He made the experience amazing I would be definitely going back to him!

work good but disappointed I had to wait a week to get a slot with a curtesy car available

When you are busy you still go the extra mile to make your experience great and a big thank you to your manager for sorting out a great courtesy car You have a wonderful team thank you all for your professional service

Dropped off and collected the car without problem. Good communication from the service team

Excellent customer service from both the service department and whilst dreaming of a new car.