Stratstone - Smart of Glasgow Omdömen 

Very poor service
Unacceptable

I booked my car in for an MOT at 8:40 am, yet according to my app, the car wasn’t even looked at until 3 pm. What is the point of offering customers specific booking time slots if their vehicles aren’t going to be inspected within a reasonable timeframe? The service was far from efficient, especially considering the amount of money customers are expected to pay.

The receptionists were the only staff members who were friendly and welcoming. Unfortunately, the service advisers were nothing but rude, unhelpful and dismissive.

I received a phone call at 3:46 pm informing me that my car had failed its MOT and required repairs. With the branch closing at 6 pm, it was clear that I wasn’t going to get my car back that day. After wasting an entire day waiting, I took my custom elsewhere, where the work could be carried out within a reasonable timeframe and completed the same day.

Unfortunately, this isn’t the first time I’ve experienced such poor customer service from the advisers at this branch. Their consistently ill-mannered and disrespectful attitude towards customers is unacceptable. Customer service advisers seriously need to reconsider how they speak to and treat the people paying for their services.

The lack of communication, efficiency and basic courtesy has put me off returning to this branch. I would strongly encourage management to look into the standard of customer service being provided, as it is letting the business down considerably.

very helpful and knowledgeable on all aspects of sale

I had a minor bump while parking the car
Claire dealt with the issue very professionally without too much stress to me.

Mhairi & the team at Mercedes Glasgow were excellent.

I have a EQC 2025 which they called me to take my car there to get serviced while I am waiting. When I arrived they did not even bother to say a simple hello, the woman in service department just ask for registration and how I pay for it and my key. As usual they blame me for no arranging my car being serviced while I am waiting despite the fact they called me.
Anyway after nearly 40-50 minutes my car was ready but they only did a health check and nothing else which is supposed to be done under Mercedes Service A plan such as changing Air Condition and Dust Filter as there is no oil or oil filter to be changed but they do not even want to that to save money.
I went back there show them what is supposed to be done under the Service A Plan and they kept saying no and when I asked her to print the invoice she said the Printer is not working and I asked her to Email it and still she has not.
But will check it with Mercedes to see why?

Despite a late change of date being made by myself, the staff made this without a problem. They listened, understood the circumstances and delivered as expected.

Just a good product with a helpful friendly service

I have never been so disappointed with both a car and the level of customer service I have received from a garage.

I purchased a brand-new Mercedes A-Class from Stratstone Glasgow on 30th January, expecting the level of quality, service and aftercare you would associate with the Mercedes-Benz brand. Unfortunately, my experience since the sale has been extremely poor.

The car has experienced numerous electrical faults and ongoing issues and has now been back to the garage three times, yet the problems are still not resolved. I am now having to pursue a rejection claim, which is taking an extremely long time and has caused an incredible amount of frustration and inconvenience.

The ongoing faults have also left me feeling extremely anxious about driving the car. A brand-new car should give you confidence and peace of mind, but instead I have been left questioning whether it is actually safe to drive. The car has experienced loss of power, warning lights and repeated electrical issues, and there is always the worry that something else will go wrong while I am driving, potentially putting myself, my passengers and other road users at risk. This has become incredibly stressful and has completely taken away from what should have been the enjoyable experience of owning a brand-new Mercedes.

The customer service throughout this process has been particularly disappointing. The phone line is almost impossible to get through to. On numerous occasions I have had to call repeatedly throughout the day before someone finally answers. At times, I have been transferred from one line to another, still not actually being able to speak to a member of staff. When the phone is answered, staff have generally not been particularly friendly or helpful. On one occasion, I couldn’t even make out what the member of staff said when she answered the phone.

Even when visiting the showroom, I have found the overall welcome and customer service underwhelming. Despite having purchased a brand-new Mercedes, I have never once been offered a tea or coffee during any of my visits.

After the car was in for its second inspection, I was advised by staff in Glasgow to report any further faults and provide evidence wherever possible. I have followed that advice and have repeatedly reported faults, often providing video evidence. Despite this, emails sent to a member of the servicing team have not even been acknowledged. As a result, I eventually started copying in the sales manager. After one of my emails, he directly asked the member of the servicing team a question, I am yet to receive a response to his question.

In fairness to the sales manager, he has been the only person who I feel has attempted to help resolve my issues.

The experience surrounding the third inspection was particularly frustrating. I travelled a considerable distance to Glasgow and dropped the car off at around 10am. When I called for an update at 2pm, the car had not even been looked at. I was subsequently unable to collect it until after 5:30pm. Given the circumstances, the ongoing faults, the fact this was the third inspection and the considerable travel involved, this was extremely frustrating.

When I collected the car after its third inspection, I was also told by another member of staff that I would receive a copy of the work carried out on the car. Three weeks later, I am still waiting for this.

For a brand like Mercedes-Benz, I would also expect the car to be washed when it has been in the garage. This has never happened.

The most frustrating part is that they were very quick to take my money and complete the sale in January, but the after-sales service has been absolutely appalling.

The only one positive I can say about Stratstone Glasgow is the lovely driver who has assisted with transporting us when the car has been dropped off. Unfortunately, I cannot remember his name, but he has always been friendly, helpful and extremely obliging. He is a credit to the company.

Overall, I have been left feeling completely let down by both the vehicle and the level of aftercare. I chose Mercedes because I expected a premium product and a premium level of service. Instead, I have spent months dealing with faults, repeated inspections, unanswered calls and emails, long journeys to Glasgow and an ongoing rejection process.

I would seriously think twice before purchasing a car from Stratstone Glasgow based on my experience.

Mharai is an exceptional member of your staff in the service dept. and always looks after me with great care

Great service from Mhairi as always, service with a smile!! 😀

On collection found damage to rear bumper, 4 days for a service and front and rear brakes to be replaced. Now awaiting callback from someone at branch.

The staff were all friendly and efficient. They made the process enjoyable.

great pick up. delivery and service!

Excellent seamless process.

Excellent service
Staff very helpful

My thanks to Taylor and Greg for the fantastic sales process. Amazing job overall.

The bloke had all the anwsers and did not try to push for a sale