Stratstone - Mercedes-Benz of Chelmsford Reviews 

Absolutely disgraceful experience from start to finish. I bought a car from Mercedes-Benz of Chelmsford and the whole experience has been extremely disappointing.

The sales process was poor, and the after-sales service has been even worse. Once they had my money, the level of care and communication completely changed. When problems arose, I felt like I was left to deal with everything myself rather than being properly supported.

The sales team disappointed me, the service department disappointed me, and the overall customer service was simply unacceptable.

For a dealership representing a premium brand like Mercedes-Benz, I expected professionalism, accountability and genuine customer care. Unfortunately, I experienced none of these.

I regret buying my car from this dealership and would not recommend this dealership based on my personal experience. One of the worst car-buying and servicing experiences I have ever had.

Nobody listens to instructions
Nobody on hand to offer operational support.
Service is not carried out at this site
Too much hanging around for simple tasks.

Job on car was fine, thank you. Was charged £100 for a scratch on a wheel on a courtesy car which I didn't do. I had no way of proving this and therefore had to pay. I only drove the car a total of 25 miles to from and place of work where the car park has no kerbstones at all!

I am pleased with everything

Excellent service from Max. Couldn’t be more helpful.

Very disappointing customer service. After emailing to say I was no longer interested in the car, I received no acknowledgement, confirmation or even a simple thank you from one of their sales people, who had handled my enquiry. It left me feeling that they are only interested when they think you are ready to buy there and then, with little interest in building a longer-term relationship with potential customers.

Great service thanks

Smooth efficiency of customer service, straightforward communication skills!

Absolutely awful service yet again from Stratstone.

I was initially told my car would be ready the same day. That then changed to the next day, only to be told that a part had to be ordered from Germany — meaning I was without my car for around a week.

When I was finally told what the issue was, I was asked whether I could actually afford the repair. I found this extremely rude and completely inappropriate. Customers should be treated with respect, regardless of what a repair may cost.

Then, when I went to collect the car, I was told they hadn't received my bank transfer, despite the payment having been sent three hours before collection. Surely there should be a better system in place for confirming payments before customers arrive.

And, unbelievably, I'm still waiting for a boot hinge that this company was supposed to fit three years ago!

This has been an incredibly frustrating experience from start to finish. The service has been slow, disorganised and, at times, downright rude.

After experiences like this, I would never recommend Stratstone, and I'm seriously questioning whether I would ever buy another Mercedes-Benz again — especially from this crowd.

Awful service, awful communication and very poor customer care.

Complied with the times promised and kept us well informed throughout the day.

I am extremely disappointed with the service I received.

Communication throughout was poor and left me having to chase for information. After having my car for five days to fit tyres, I was charged approximately £150 per tyre. However, after doing my own research, I found similar tyres available online for around £70 each, which left me feeling significantly overcharged.

Most recently, I was contacted on the day of my MOT to ask whether my car had an immobiliser or Ghost system fitted. Reading between the lines, I asked whether the car had not been started, and was then informed that it hadn’t. I was told the workshop would be updated, but I heard nothing further until 4:40pm—just 50 minutes before I was expected to collect the vehicle. Considering the MOT had started at 11:00am, this level of communication is simply unacceptable.

To make matters worse, I felt there were further attempts to obtain additional money from me when I collected the car following the MOT.

For a business charging premium prices, I expected a much higher standard of customer service, communication and transparency. Instead, the experience was frustrating from start to finish. There wasn’t even the basic courtesy of returning the car cleaned.

I will not be returning for future MOTs or servicing. Overall, I found the service well below standard and would strongly recommend others consider alternative garages before spending their money here.

The communication throughout this process has been extremely poor. I also find it completely unacceptable that I was quoted £220 simply for the vehicle to be inspected for the clicking noise from the driver's door and have you report thefindings back to me. Considering the level of service provided, the repeated delays and the poor communication, I find this charge excessive and, quite frankly, unbelievable.

Service and MOT fine, so good marks for that. Unable to phone (tortuous process with cut off when got to the relevant receptionist option!) to ask for MOT and service paperwork which couldn’t be printed out apparently. No response whatsoever to query about missing paperwork being emailed instead ( which was promised) submitted using the website submission form. Not impressed. Face to face the reception staff are efficient and welcoming, but very poor digital communication.

Extremely disappointing experience — avoid if you can

I’m genuinely shocked at how poorly I’ve been treated by Mercedes-Benz Chelmsford.

I left a £1,000 deposit for a Ford Fiesta they were advertising. After taking my deposit, I was then contacted and told that the car had broken down and that they had decided they were no longer looking to sell it. Fair enough — things happen. I was told my £1,000 refund would take a maximum of 3–5 days.

It has now been 7+ days, and despite chasing repeatedly, I still have no refund and, more importantly, no clear answers from anyone about when I will actually get my money back.

To make matters worse, one of the salesmen I spoke to on the phone was extremely rude and actually cut the call off on me. Completely unacceptable customer service.

I spoke to a manager today hoping to finally get some answers, only to be told that there is apparently nothing they can do other than “chase head office” and that they cannot even provide me with a timeframe for when my £1,000 will be returned.

How can a company carrying the Mercedes-Benz name think it is acceptable to take £1,000 from a customer, cancel the sale themselves, and then leave the customer chasing repeatedly to get their own money back?

The whole experience has been incredibly frustrating and completely unprofessional. If this is what the aftercare and customer service are like before you’ve even bought a car, I would be seriously concerned about what happens afterwards.

I would not recommend buying a car from Mercedes-Benz Chelmsford based on my experience. I certainly won’t be using them again.

All the staff at Chelmsford are exceptional people and have time for their customers.

Very helpful staff receptionists were very good in helping getting information.
Service Adviser Sam was very good. Lots of knowledge. Good at keeping me up to date with progress report from tge Service Centre.