Mercofenfield Avis 

Réponse de Mercofenfield

13 avr. 2026

Dear Rees,

We are very sorry to hear of your disappointment.

We would like to clarify the circumstances surrounding your purchase and return. When you collected the vehicle, it was supplied with no known issues and was performing exactly as expected. A few days later, you contacted us to explain that you were experiencing financial difficulties and wished to return the vehicle while still within your cooling off period. In the interest of goodwill, we agreed to accept the return.

When the vehicle was brought back, our technicians confirmed that exactly 982 miles had been added during your possession, all within the space of one week. The vehicle was also returned with no fuel (even though you collected it with a full tank) and with building equipment, hard hats, dirt, and dust in the boot, which meant it required additional cleaning, valeting, and inspection before it could be prepared again.

Despite your claims, no diagnostic report, inspection evidence, or proof of any faults was provided to us at any stage. Under The Motor Ombudsman guidance, businesses may apply fair deductions for mileage, use, and associated costs when a vehicle is returned. In your case, we only charged £399 to cover a small portion of the inconvenience, mileage, and handling involved, even though we were entitled to charge more. We personally covered the remaining shortfall ourselves to ensure you received the highest refund possible.

We processed your refund promptly once the vehicle had been inspected, 24 hours after you returned the vehicle to the forecourt, and we remain committed to providing honest, fair, and professional service to all our customers.

Yours Sincerely
Sylvia Adams
After Sales Care

Réponse de Mercofenfield

5 avr. 2026

Thank you for your feedback. We are genuinely sorry to hear that you feel this way, as it does not reflect the experience we strive to provide.

We are a multi award winning dealership, recognised by our customers for our transparency, honesty, and high level of customer service. We take great pride in conducting our business in a clear and professional manner at all times.

We are therefore somewhat confused by your comments, as they do not reflect the experience we aim to deliver or the way we operate. We kindly ask that reviews remain honest and transparent, with a clear explanation of the circumstances, so that others can properly understand the situation.

Customer feedback is very important to us, and we always welcome fair and accurate reflections of genuine experiences.

Yours Sincerely
Merc of Enfield

Réponse de Mercofenfield

5 avr. 2026

Dear Andy,

Thank you for taking the time to share your feedback. We are sorry to hear that you feel disappointed with your experience, as this is certainly not the standard of service we aim to provide.

To clarify the situation, you attended to view a 20 year old vehicle for £2200 and were made aware of a minor brake fluid issue at the time of inspection. All of our vehicles, regardless of age, are thoroughly inspected in line with our standard protocols by our technicians prior to sale. However, as with any used vehicle particularly older models, there can occasionally be minor issues that arise unexpectedly despite these checks. We always aim to be as transparent as possible and ensure customers are informed to the best of our knowledge at the time of sale.

We do not take cash payments. You confirmed you were happy with the vehicle and agreed to proceed with the purchase. However, due to a delay with your payment, you advised that you would complete the transaction from home. This took over 1 hour 30 minutes. Unfortunately, in the interim, another customer secured and purchased the vehicle online. As a business, we operate strictly on a first come, first served basis.

Following this, we made multiple attempts to contact you promptly. Mohammed reached out directly several times without success, after which Saj contacted you to arrange the return of your deposit. We processed your refund as quickly as possible once the necessary details were provided, on the same day, within the same hour.

Having won 5 Star ratings for customer services at Merc of Enfield, we strive to ensure every customer transparency and are happy with their purchase and our service. We are a multi award winning dealership, recognised by our customers and several independent bodies, and have recently been awarded Car Dealer of The Year by Prestige Awards London & South East England, an accolade that is based on customer feedback, relations and satisfaction.

We welcome honest and balanced reviews and remain open to resolving concerns professionally and directly wherever possible.
Kindly contact us on info@mercofenfield.co.uk to discuss any further steps we can take to help resolve these issues. We wish you all the best in your future car purchase.


Kind regards
Merc of Enfield Ltd