Mercedes-Benz of Cardiff & Newport

From the start the salesman, Alun Richards, was superb. His welcoming & friendly demeanour was wonderful. At no point did Alun try and push a sale on my partner or I, or try to up-sell anything. Our test drive was non-pressured. We have subsequently ordered a new car through Alun and look forward to taking delivery very soon. A polar opposite to the experience at Cardiff Audi!

Just picked up my brand new AMG yesterday. Prior to picking up the car i found out i couldn't get the 7 day free insurance as I am under 25, I spoke with Paul to see if there was any other incentive that could be given and he said "unless you can add 2 years to your age, forget about it", a sarcastic and rude response to an innocent question. On the day of picking the vehicle I was unsure if the dealership was open (Boris had announced a lockdown the night before) and so waited until 8am to ring to check they were open, I spoke with Mark who said its not an issue if I arrived late due to the circumstances. On Route, I rang to update Mark on my arrival time (as my journey time was 3+ hours) however Paul picked up the phone and proceeded to tell me that If i wasn't there for the allocated time slot (10:30am) then I couldn't pick the car! I then asked who it was i was speaking to (I didn't know who it was at this point) and he cut the phone on me! This whole encounter with Paul left a very bitter taste in my mouth as i was worried if i was going to be able to pick the car at all, as well as his rude comments a few days prior regarding the insurance. The other thing was when i got into the car, it was not covered and it had no fuel! So we had to wait for them to go and fuel the vehicle and then bring it back. I know this may seem trivial but its not the service I expected from Mercedes and combined with the experience with Paul I am honestly saddened to have to leave this review! On a positive note the individual who dealt with the purchase of the car, George, was very good and I would highly recommend him. He is the reason I am not giving one star!

After dropping off my car for a software update I received a text to say that it was ready to pick up, upon arriving at the the front desk in front of very drafty automatic front doors, I was totally ignored by Mercedes staff for three minutes and constantly being blasted by cold wind by the doors until a lady took pity and asked if I was being seen too, anyway picked up the car drove home on dual carriageway (A48) and the warning light and sound came on that my car bonnet was not closed properly, quickly pulled over on a very narrow hard should and waited until it was safe to step out, all the time thinking someone might drive into me and closed the car bonnet properly. This type of service can always be expected at this dealership. I once had my Mercedes serviced from here and they left oily hand marks on the inside pillar and a screwdriver on my seat which I promptly sat on and could have done myself a injury when I returned the screwdriver and explained it there was no apology at all. ADVOID THIS PLACE, better going to a backstreet garage than this place.

Called in for some accessories. Directed to the parts dept. The young lad was helpful and very polite. In the end I made 3 purchases. No name tag, so unfortunately I can't credit him , bit it was around midday and he's tall and slim.

Many thanks to the team at Mercedez Benz Cardiff & Newport, particularly Luke, Mark, and Keir (the very cheerful driver who brought the new car over to London) .Thanks also to team members to whom I did not speak to directly - i dont know your names, but I am sure you helped! You answered my many questions, got me a great price, sent out all necessary docs, and completed the sale online, to my very tight schedule- despite being under significant pressure yourselves from the impending lockdown. The car arrived just before lockdown commenced in Wales. An absolutely fantastic customer experience.