Sandown-group Reviews

Second time buying a car from Sandown Mercedes and the second time I ve had a poor experience A few issues arose that delayed the delivery of my car not all the fault of Sandown directly However perhaps most infuriating is Marc the sales manager who assured me a couple days before collecting my car that he would personally handle everything relating to the collection of my car Besides a brief sheepish appearance at my handover asking me to give positive feedback Marc did not provide the level of service he said he would provide Additionally the salesman who did deal with my handover tried to sell me additional MB services - a hard sell given the poor service I received up until that point It s a shame Sandown is such a poor dealership as the car itself is brilliant and I really love it I collected the car almost a month later than Sandown promised it would be delivered but it was well worth the wait I will definitely consider another Mercedes for the next car but lesson learned for the 2nd time it won t be through this dealership

Poor service When I booked for the car to be checked as I was getting a battery error on the dashboard I booked to bring the car in No one told me that I could get a rapid service So I m sitting in their lounge passing valuable time that could have been spent elsewhere The telephone call service with the customer service team is just inadequate and poor This error could easily be checked and diagnosed with their system and fix it I brought the car in on purpose at 8am to get it done as soon as possible and people who came after me have had their cars done already Overall a poor customer service that is not even worth a star

The first impression was all good and the test drive Since then it all went a bit down hill The contract signing was a shambles The links didn t work the phone app was buggy Half the documents came from Mercedes and the other half from Sanddown - very confusing The after sales support is very bad Seems like once they got the sale they didn t care anymore Still waiting for them to return my emails and i have called on a number of occasions with no call back I have now given up

I checked the Mercedes Benz Farnborough website to check the opening times of the parts department However the website is wrong the parts dept closes at 6pm not 6 30pm Oh and don t expect any apology from the staff working there - politeness and customer service is clearly not a strength here

My main sales exec contact was very helpful and responsive but her hands were tied by internal processI was initially told I had to pay for the car the day before because no admin accounts staff in on Saturdays After I pushed back agreed to accept debit card The collection date was pushed back twice as prep work not completed I had to make new arrangements each time Perhaps they should prep the cars before advertising for sale I paid for Stargard but the cleaning materials pack bag was not in the car Was only sent to me when I queried after getting home with the car When I got home I realised the electric Steering column control was not working fully This should have been checked before handover Now I have to have 3 visits to my local dealer 1 To discuss issue and have to book an appointment 2 Go back in 1 month earliest slot for a diagnostic check to see what needs replacing 3 To no doubt have to go back again once they get the part to have it fixed

Bought my EQA September of 2023 and had a fantastic experience at the showroom When it came round to my service this year was comfortable knowing I was going back to Guildford However it has been issue after issue Was booked in on a Monday for my service which I was going to sit in for and wait after 2 hours which is how long they said the service would take my customer service rep came over and said that the car hadn t even gone in to the shop yet I thought that people waiting were put as a priority Clearly not I had somewhere to be for 2pm so wasn t able to stay longer for the possibility that my car might be seen to in time My customer rep got me rebooked in for the following Monday As to not waste another one of my days off I requested a loan car for the inconvenience Everything was straight forward on the day I then got a call at around 4pm to say that tires need changing and I can either pick up last thing that day or can collect in the morning I opted for the morning not wanting to drive through rush hour Unfortunately after arriving at 8am promised my car would be ready I am told they are still working on it Having to wait in the showroom another 30minutes for my car that should have been done the day before Awful experience Nothing against the customer service reps they have been kind and very apologetic however the engineers seem to be very slow and not realistic with their timings As easy as the Guildford branch is for me to get to I won t be returning for any services in the future But would happily use the sales team again

A very disappointing process with Mercedes on the purchase of our EQA Sales staff were good but let down by finance team unable to provide accurate or correct documents that would seriously confuse most people Over 32 emails have been received in trying to purchase the car and this is something Mercedes seriously need to look at to make things easier This should not happen with a premium brand

First of all I would like to thank and appreciate the effort made and the successful conclusion of the agreement with some notes that must be taken into consideration 1 Pay attention to the quality of the car and check it before delivering it to the customer 2 Reduce the number of cars displayed outside the showroom and give customers to park their cars 3 Clean the car from the inside better 4 Check the reason for the many scratches on the car during the maintenance process Thank you very much and cooperate to get the best service for both parties

All I can say with complete honesty the treatment I received was first class I have a hearing problemand Richard Parker was very patient and explainedall the details more than once took the trouble to gowith me to make sure I was OK driving my new car even phoned me to make sure I got home savely I can only repeat I am 90 this year and all your stafftook the trouble to make sure I understood everything I would need to drive this car

When a customer says he does not want any form of credit that should be the end of the issue There is no need to say that a credit offer had been made