Mercedes-Benz of West London

Friday 15th July 2022 - 07:50

I was just dropping off a friends car as it needs an airbag replaced.

The entrance to the forecourt is in Clayponds Avenue.

As I drove in I was greeted by a man in a hi-vi who asked me the reason for my visit; he then directed me to the service bay.

I drove into the services area and was directed by a lady to park in the black/ grey area. The service area I parked in was clean; surprisingly clean.

I was then advised to go through to reception to check in, which is through automatic doors and on the same level.

In reception I was greeted by a lady who was very smart & professional.

As I sat there waiting for the car I watched her and a colleague greet people, it was all very professional and customer oriented.

Every time anyone left the lady on reception would go to the table they had sat at and adjusted the chairs so they were all neat; attention to detail.

An hour later the car was ready. I was informed that the car was ready and the lady from reception escorted me to my car and then handed the keys.

On Google there are good and bad reviews about this place but my experience today was 5 stars.

Parts Department.
Chas (Parts Advisor) is an exceptional person. He has gone out of his way to get the parts required for me Vehicle.

Under current circumstances I appreciate that getting certain parts are hard. Chas had kept me informed on where they was with trying to get this for me and went out of his way to try source them in from other sites.

Honestly the team here whenever I needed something would help and are just cheerful people. I am a firm believer of going the extra mile for customers and Alex ( Manager) and his team genuinely do this.

Would 100% recommend Alex and Chas here. They would always be ready to help you

10/10 Service

You never know what you’re going to get with a MB dealership. Having owned a number of Mercs’ over the years and being a car guy I always find it interesting.
So upon arrival there is someone directing you in the car park - I’m sure they have their reasons for this so I’ll leave that.
I visited for parts on two occasions, both times I was looked at by sales staff like a piece of ****. Which is disappointing as a simple hello with a smile would be enough to make a customer welcomed. Instead you’re made to feel like you’re somehow out of place.
As for the parts department, great service by the guys in there, hence the 4-stars (otherwise it would be less).
One thing I find odd though, they spend millions on this new building yet pretty much forget about the parts dept’, instead shunning them to a deep, dark corner well hidden out the way…. What’s all that about?! These guys should have access to light and a window for fresh air.

I recently purchased a second hand car at this Mercedes-Benz branch and I was very impressed by the customer service. I booked appointments for test drives and the team was very kind and helpful, always on time. I was served by the salesman (Tony) who was very professional and patient. He has been very helpful and his deep knowledge on the cars and recommendations helped me very much to make my decision. It was a real smooth process to complete the paperwork and my purchase process has been very straightforward. He also made follow ups after the sale and replied all my questions patiently.

Tony and this branch is highly recommended and I will be approaching them for my next purchase.

I booked a test drive for a GLE450 and there are plenty of staff to serve me since we enter the showroom.
The car is ready there when we arrived. We are happy with the car after the test drive. At first, We struggle to buy the car at that moment because there are some scratch marks at the bumper although we know it’s not a brand new one. Thanks Thiago who is the sales executive to serve us and he explained clearly and let us know those parts will be repainted.
Once we made the decision to buy the car, all the processes go through smoothly.
The re-touch process and car service finished quickly and the car is ready for me in 2 days.
Special thanks to the service team Patric and Marc there made it in a short time and the car is well delivered to my home on Saturday.
I will recommend it to my friends if they need to get a Mercedes.

My husband and I just got our first car in the UK. We are very lucky to have Sophia Kotzamanis as our sales consultant. She is extremely patient with all the Newbie’s vehicle questions, and helped us from the very beginning all the way to car collection.
The showroom is beautiful, and lots of new vehicles are displayed. We had a great experience with this purchase.

Brought a car from here 5 years ago and it was really good, had no problems, the person was helpful throughout.
I was invited to one of those event days where they have a "one time discount", found a car I liked but felt I still needed to look elsewhere. They made a few comments while I was there like if you weren't ready to buy a car we could have given the appointment to someone else. They said you can put down a deposit and if you change your mind later we can refund it but this way it'll still be here and you can take a bit longer to decide so I did that. Next day I decided it wasn't for me, I found better cars elsewhere. I rang them and asked them to process the refund. Clive had answered and was quite rude, said "well that was a waste of time" and also said we don't refund deposits which I said I was offered a Refundable deposit. He then said he can further reduce the price, they said they'd reduced it 500 already and can do another 500. The 500 they said was only for the event and it'll increase the next day. When I checked the website the price had reduced after the event so this so called "event only discount" was a lie. Very pushy sales people and not very pleasant at all, would definitely not go back there. They also took 2 and a half weeks to send me back my deposit, when I asked how long it'd take they'd never give me a straight answer either but just said soon.

Fabulous new service centre at the Brentford location, but over the last 10 years the quality of the service provided has significantly deteriorated. Previously you were met with an account manager who personally took time to understand any needs or concerns then managed the process, calling 2-3 times throughout. Now it’s a very cold, impersonal reception, and any concerns raised would require approx £170 minimum to even look at an issue, let alone fix.
So paying £30-40 per month for what is basically an oil change plus a couple other items, Mercedes has become just a money making machine rather than the client-focused maker of exceptional quality cars that it used to be. I’m so disappointed as they are great cars otherwise.