Lookers - smart of Gatwick Avis 10

I am writing this to warn any prospective customers to exercise extreme caution before engaging with Lookers, specifically the Crawley Mercedes-Benz branch. My experience has been nothing short of a nightmare, characterised by mis-selling, a total lack of professional integrity, and what can only be described as bad-faith dealing.

After months of dispute regarding a mis-sold Mercedes CL300 with mileage inconsistencies, Lookers eventually accepted my formal rejection of the vehicle. However, their "acceptance" was merely the start of a new ordeal. While the finance provider has returned my deposit, Lookers has stubbornly refused to reimburse legitimate consequential losses—including car rental and excess insurance premiums—despite being provided with all relevant receipts.

The most galling aspect of their behaviour is the performative nature of their "customer care." In response to previous feedback, I was directed to a specific complaint channel email, ostensibly to "resolve the issue." This appears to be a total sham; I have written to that channel multiple times and have received zero response. I even escalated the matter to their senior leadership team, only to be met with the same wall of silence.

It is clear that Lookers is an organisation entirely motivated by profit, with a complete disregard for the families they leave in financial limbo. They "ghost" customers once the sale goes wrong, and their Dealership Manager, Stephen Forsyth, has consistently refused to answer calls or emails.

It is deeply disappointing that the regulatory institutions designed to protect consumers often feel as though they are shielding these unscrupulous large companies. To anyone reading this: do not be fooled by their polished showroom or their PR-driven responses to reviews. They are a dangerous company to do business with, they take their customers for granted, and their word means absolutely nothing.

Avoid at all costs

Great service and super helpful and understandable that Scott Andrews was. What an asset to Mercedes Benz Gatwick. From start to finish this true gentleman was such a lovely person to deal with. Thank you very much Scott for your patience ***** AAA

To: Mr. James Brearley, Group CEO, and Mr. Alex Smith, Board Chairman, Lookers PLC

I am writing this public review to bring your direct attention to a catastrophic failure of ethics, leadership, and customer duty at your Mercedes-Benz franchise in Crawley. My experience has been so profoundly mismanaged that it demands your immediate intervention.

From the outset, the sales team engaged in what can only be described as a deliberate misrepresentation, selling a vehicle with inexplicable mileage discrepancies and undisclosed defects. When challenged, their strategy was one of dismissal and denial.

The greatest disappointment, however, came from the leadership. General Manager Stephen Forsyth became the face of your company's empty promises. Despite assuring me he would personally resolve the matter, his approach was to protect his team's flawed actions rather than protect your customer. After a single placating phone call, he has vanished—ignoring every single email for weeks and allowing the situation to fester. This is not leadership; it is a dereliction of duty.

The result? I was forced to become my own investigator, uncovering the truth they refused to acknowledge. Only when presented with irrefutable evidence did they accept the vehicle return, but the punishment for holding them accountable was immediate: a torturous delay in refunding my money and a outright refusal to cover the significant costs I incurred because of their fraudulent sale.

This is not a simple customer complaint. It is a case study in how a culture of impunity can flourish under weak management. The actions of your Crawley team have caused immense stress and financial strain on my family.

Therefore, this is more than a review; it is a formal, public challenge to you, the senior leadership of Lookers PLC.

Will you allow this franchise to continue operating in this manner, tarnishing the Lookers and Mercedes-Benz brands?

Will you investigate the conduct of Stephen Forsyth and his team, who have chosen to ignore a customer rather than resolve a problem?

Will you step in to ensure this is resolved justly, with full compensation for the financial and personal harm caused?

The world is watching how you respond. I have already escalated this to the Financial Ombudsman and Trading Standards, but a company that prides itself on reputation should not need a regulator to force it to do what is right.

I await your direct action.

Excellent experience with service and MOT. Vehicle was collected early and delivered back with minimal fuss.

car was serviced on time washed and cleaned on time.

The delivery of the service was good & the pick up & drop off worked well.
But they didn’t have the parts needed & so there were delays Which I thought could have been avoided

The service provided at MB Gatwick is a lot better than it used to be few years ago I’ve always had my car serviced at Gatwick. Would have given it a 5 star only if I had been given some update like half way through my service. And not had to wait till the car was actually taken in for a wash and clean.

Justin was great. I bought a used E350 Cabriolet after seeing it on their website. I asked lots of questions, asked him to check the vehicle on my behalf and he gave me very honest answers. I went ahead and purchased the vehicle partly because of Justin's comments and customer care and attention. Thanks Justin it's a great car. 👍

Brought a glc amg 63 from lookers Gatwick September 7th salesman Philip dobson was rude belittling and patronising complained and asked not to have him hand over the new car .
General manager did hand over we were not informed about the ME system or the fact that you must keep your keys in a lead pouch as these cars are being stolen often 4 days after taking delivery someone broke on to out property t9 try and steal the car 6 days later it was stolen this smells of an inside job police agreed area manger promised to look after us and lend us a car but then 4 days later changed his mind and sent a bunch of flowers instead laughable beware we ate not the only one who have had a car stolen from lookers sales or service avoid at all costs use another merc dealer

Excellent process for my first service on this car. From reminder, ease of booking and reception on arrival. Thorough service , cleaned and washed. Now on my twelfth Mercedes serviced by Lookers.