Stratstone - Mercedes-Benz of Ipswich Omdömen 

Very pleased with the service at Stratstone Mercedes-Benz Ipswich. The team were friendly, professional and helpful throughout my visit. Thank you for looking after us and our vehicle.

Shuan
Aspire Cars Ipswich

Booked for a service & MOT, on a Tuesday, service done and tried to claim that the brakes needing replacement which I declined. Failed to complete the MOT on the day and said it would be completed the following day! I had to call again on the Wednesday at 3:30pm as had no contact to be told that "the rear brakes wouldn't pass an MOT and do I want them replaced?" So I have now had to take more time off work to get the MOT completed at a later date once I had replaced the brakes myself!

Shockingly poor experience at Ipswich - ongoing.

Stratstone Ipswich have had our Mercedes for over 2 weeks now. It went in for a warning light that had come up on the dash.

A high value Mercedes, purchased less than a year ago as Approved Used from a Mercedes garage, and under Extended Warranty.

By the first friday no one had sorted it, no one had called us to update us, and no one picked up the phone - not even if you selected Sales (last ditch attempt to actually speak to someone before close of play on that first Friday).

We are now 2 weeks on, the car is not fixed, and yesterday Mon 26th Oct, we called for an update - the girl who is dealing with the case 'was away from her desk' and we were told her manager would call us, he never did.

And today Tuesday 27th, no one called us. We called them again towards the end of day today, still no one called us back...

WHEN will you fix the car...? WHEN will we get it back - no courtesy car offered, despite us asking.

After 3 excellent Audis we decided to have a change and went for Mercedes - what a bad decision.

2 hours to get through to speak to someone for an update. Told on 3 occasions i’d get a call back then didn’t. Left without a car and no solution for over a week, even management said how poor the service had been but offered nothing in return, not even an apology. Expect better from such a popular company.

Communication between services is lacking!
I booked my service via the online system and found that due to the age of my car I could apply for a 25% discount. I let messages several times asking for them to call me back as directed. As no one called me back (weeks) I booked my service and the hire car (no waiting slots available).
Staff called me a week later to say no hire care was now available for my booking, and no available area for waiting. As I live 10+ miles away and you are in the middle of an industrial site, I agreed to rebook this. I asked this lady about the reduced payment option (25%) and she said she was happy to book me in, with this discount and gave me the price it would be.
On the day my service was completed, when payment was due, the staff told me 'we cant work out how that price was given to you! it doesn't even cover our costs! So we will have to book it through our system as a deposit, whilst they sort out what went wrong!
This was quite concerning for me to hear and made me feel like it was my fault it had been booked in that way, as if I were trying to cheat the system some how!
Communication between your departments really does need to be improved. Your call back system re the discount for cars over 7 years old needs to be improved.

Great after care. They said they were good and it has been proven to be correct

The reception and service team.

Car booked for MOT and service, MOT pass. Only when I tried to renew my car tax in October did I have issue with DVLA website not showing the MOT. Checked the certificate - totally different car registration. I thought I had been given the wrong one, so contacted Stratstone Ipswich to query - and then found out the car had not been MOT'd at all. Doubt service done either, despite what they say (updating the digital record is not proof of service) as the engine management light came on within a week. Raised a complaint in September. Still no response from Stratstone Mercedes. Now escalating to Senior Management Lithia UK. Disgraceful customer experience and put me at serious risk.

Over two months to supply hatch badges , on back order ? ( my local dealer had them in stock).

After visiting a few different dealers I popped into Stratstone Mercedes Ipswich, from setting foot in the showroom I was greeted by friendly and helpful staff and after talking with them I was handed over to Immanuel in sales.

He was extremely helpful and listened to all of my questions and needs about a new car.
From the first visit through to collecting my new car Immanuel kept me up to speed with the process, even sorting out a small defect upon receiving it at the showroom.

I can’t fault anyone at the showroom and the whole process was extremely easy and stress free. Oh and the car is everything that I expected and more.

A big thank you to Immanuel for all his hard work and patience with my new car.

Easy to book appointment, reception staff was friendly and prompt. Service carried out and completed as advised.

Welcoming, fairly quick service lots of reading materials free wifi

Great Service, pleasant staff.

Kris and Charles are always so kind and knowledgeable whenever I go in for my services, come away with peace of mind.
Found out it was Kris’s last day which is such a shame and a big loss to the service department as he was always so helpful.

collection service good

trying to speak to service dept impossible
Credit card system not working
car returned with a traka on fob
no car quick wash down

Easy . All went to schedule

The customer sevice from booking with Kathryn to the host at Mercedes and Kris who over saw the whole day.

The staff in particular. The receptionist who met me and made me feel very welcome. The technician talking me through the service and Kris meeting me when I collected the car to talk through the results.

Staff were very polite and very helpful.

Excellent customer service from Gordon Milne. A very good customer experience.