Sinclair Mercedes of Cardiff & Newport

Well run in the vuttent climate. Helpful staff

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.

Cutting a long story short, I dropped my A class off for a service, upon arrival to collect my car, I noticed it was left unlocked (my camera and personal belongings were in the vehicle). When asked why my car had been left open, it was because Alan (Sales rep) had conducted an appraisal. As I was checking my car to ensure all my belongings were still there, Alan approached me and asked me when does my camera activate and assured me he had not moved the vehicle, my reply " I don't mind you moving the vehicle, I mind that you have left it unlocked" he then apologised after he found out the camera activates on the ignition starting. (Covering his behind) My husband had spoken to Alan about the car we were interested in buying and asked him was there anything else in the group or of similar style or value, Alan told us "no, this is the car for you". Alan sorted out the finance deal and refused to knock any money off the vehicle, the best he could do was a tank of fuel. My husband said, we will think about it and come down in the morning to test drive it. Upon arriving home that evening, my husband went on the web and found the EXACT SAME CAR!!! less mileage and slightly different paint in Swansea for £1800 CHEAPER??? My husband rang Swansea the next morning to find out the difference in the vehicles and why Cardiff was selling theirs so much more expensive? Swansea confirmed there were minimal differences and all dealers have the right to price their vehicles however they see fit. We now had lost faith and trust in Alan, and when my husband phoned Alan, he made a remark that the car had been sat ready since 08:30am for us to test drive it. My husband then asked Alan why he had been dishonest and tried to rip us off. Alan told us he would ask his sales manager about the price. Jonathan Harris then phoned my husband and informed him that they had lowered the value of the car and would we accept the new price, my husband said we wouldn’t, and he offered a further £250 off the new asking price. Jonathan Harris apologised for Alan’s sales technique and referred to him as being “hardnosed”. We agreed the figure and then went to test drive the car. THE CAR WAS LOVELY!! I was excited to go and pick it up, which fell on my Birthday. We then dealt with a chap called Luke (lovely guy) however after loads of faffing about cards not working and having to move money around our bank account whilst stood in the car park, Luke unfortunately took the wrong amount of money, he was £80-90 short. Unbeknown to me or my husband at the time. We drove the new car to my husband’s family for them to see and to celebrate my birthday, however when I returned to my new car and looked at my phone, I had several missed called from Cardiff Mercedes. Luke was ringing both myself and my husband to try and obtain the remaining balance. Luke knew it was my birthday and yet we were harassed something cruel. We did not have a full tank of fuel or anything extra as a result of the messing around and poor service we had received from Alan, we felt incredibly put out and left a bad taste in our mouths. Jonathan Harris then called Huw and said “bring the car back as we are obviously not going to be able to meet your high standard, we’ll unwind the deal and you can take your part ex away, Alans behaviour has not been inappropriate (taking back his first apology for Alan’s conduct) and there is nothing more we can do for you”. So, we took the car back, had a refund and walked away from the dealership completely shocked and disgusted by the way this was handled. If you visit Mercedes Cardiff, do your research first, do not let them fool or bully you into a deal when there are better deals and dealerships out there. We will never be visiting Cardiff again, and all our friends and family have been told about our experience and they will not be going there either. New management and sales team are required here.

Not a lot of customer parking space. Realise present problems but no attention from sales personnel. Did see sign saying appointment only so if that still the same may explain why no contact. Good selection of used cars.

received excellent help from George Hadjikoumi! Thanks you very much!