We would definitely recommend talking to Liam. He was very polite, patient and extremely knowledgeable. He answered all of our questions and took the time to find out what we really needed and aft... Voir plus
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The staff were very friendly and welcoming, and I felt very comfortable throughout my visit. At the end, the salesperson also gave me some useful tips and helpful information, and said goodbye in a ve... Voir plus
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David Van Der Bijl, along with the other sales and service members of Sandown Mercedes were courteous, and respectful in assisting with the of purchase of my new Mercedes, making it a real pleasu... Voir plus
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Very pleased with our experience. Bradley was a lovely friendly knowledgeable guy who was a pleasure to deal with. Would recommend these guys to anyone in the market for a new car.
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À propos de l'entreprise
Écrit par l'entreprise
Sandown Group are proud representatives of the prestigious Mercedes-Benz brand. Our modern and well-equipped retailers spread across the South Coast of England, with locations in Basingstoke, Dorchester, Epsom, Farnborough, Guildford, Hindhead, Newbury, Poole and Salisbury.
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4,8
Excellent
7 k avis
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1 star — Serious concerns about customer service and the handling of a vehicle fault at Sandown Mercedes-Benz of Poole
While driving from London to Poole with my three-year-old son, the engine warning light came on and remained illuminated throughout the journey.
After stopping at services on the M3, I struggled to get the car into either drive or reverse. After repeated attempts, it eventually engaged with a significant jolt. On arriving in Poole, the same problem happened again, this time more severely.
I contacted Mercedes-Benz Roadside Assistance. Kevin, the engineer who attended, was excellent: professional, thorough, kind and extremely helpful. His diagnostic equipment identified ten fault codes relating to the electronic transmission, which he explained had been recorded during that day’s journey.
Kevin advised me not to drive the vehicle any distance because it could fail to engage a gear altogether. He deliberately left the fault codes uncleared so the dealership could investigate them. He arranged for the car to go to Sandown Mercedes-Benz of Poole and for me to receive a hire car. He was only comfortable with my partner driving the short distance to the dealership if he followed behind in case the transmission failed.
Unfortunately, my subsequent experience with Craig, the dealership’s customer service adviser, was extremely concerning.
After the car had been with the dealership for four days, Craig told me there was nothing wrong with it. When I questioned this and explained Kevin’s findings, Craig said it had “not recorded any faults for 30 days”.
I found his manner increasingly rude and dismissive towards both me and my partner. At one point, he asked, “Well, what do you want me to do about it then?”
Craig told me the hire car arrangement would end immediately and that I would have to pay for it if I did not collect my vehicle. He assured me the car was fine to drive, despite the transmission problems I had experienced and the explicit advice from Mercedes-Benz’s own roadside engineer.
This left me facing conflicting advice about whether I could safely drive back to London with my three-year-old child.
I went to the dealership that day, without my son, intending to return the hire car and collect my vehicle to avoid further charges. Thankfully, Craig was unavailable, and I spoke to Joanna, known as Jo, on reception.
Jo listened, took my concerns seriously and spoke to the manager. She arranged for Grace, another customer service representative, to take over.
Grace was professional, understanding and reassuring. She extended the hire car arrangement at no cost to me and kept my vehicle for further investigation.
The following day, Grace confirmed that the fault codes Kevin had identified were still on the system. The dealership then identified the failing transmission component and ordered the replacement part.
I understand that intermittent faults can be difficult to diagnose. What I cannot understand is why I was told there were no recorded faults and pressed to collect the vehicle when those faults were subsequently found and a repair was required.
Had I accepted Craig’s assurances, I could have driven back towards London with my young child in a vehicle that Mercedes-Benz’s roadside engineer had specifically advised me not to drive any distance.
Kevin, Joanna and Grace deserve recognition. They listened, treated me with care and helped get the problem properly addressed.
My one-star rating reflects my experience with Craig and the handling of the fault and safety concerns before Grace intervened. I hope Sandown and Mercedes-Benz review both the advice I was given and why the roadside engineer’s findings were initially dismissed.
I expected a much higher standard of customer service from a Mercedes-Benz dealership, particularly when a reported transmission fault and a young child’s safety were involved.
17 septembre 2026
Avis spontané
Réponse de Sandown Group
Thank you for taking the time to share your detailed feedback. We are very sorry to hear about the concerns you experienced during what was understandably a worrying situation, particularly while travelling with your young son.
We appreciate you recognising the efforts of Kevin from Roadside Assistance, along with Joanna and Grace at our dealership, and we're pleased they were able to provide the support and reassurance you deserved. We also take your comments regarding the handling of your case seriously, as this falls below the standard of customer care we strive to deliver.
Your feedback has been noted and will be shared with the relevant management team for review. Thank you for bringing this matter to our attention.
Go faster A Class!
The salesman Ian was exceedingly helpful and explained all the paperwork involved very well.he answered all my questions and let me take my time choosing which car to buy..very pleased now and really love my A class..
30 septembre 2026
Réponse de Sandown Group
Thank you for taking the time to leave such a wonderful review. We’re delighted to hear that Ian provided such a helpful and informative experience, taking the time to explain all the paperwork clearly, answer your questions, and ensure you never felt rushed when choosing the right car.
It’s fantastic to know that you’re so pleased with your purchase and that you’re loving your new A-Class. We’ll be sure to pass your kind comments on to Ian, who will be thrilled to hear them.
Thank you for choosing Mercedes-Benz of Dorchester. We wish you many happy miles ahead and look forward to welcoming you back in the future.
This is the third time in I have bought…
This is the third time in I have bought from M.B. Dorchester and have always received respectful, knowledgeable and helpful service. Its nice to be membered after 6 years by the dales persons who sold me my previous vehicle. Simply Good Product, Good environment, Good & friendly service.
24 septembre 2026
Réponse de Sandown Group
Thank you for your continued loyalty and for taking the time to share your experience. We’re delighted to hear that this is your third purchase from Mercedes-Benz of Dorchester and that you have consistently received respectful, knowledgeable, and helpful service from our team.
It’s especially rewarding to know that our team remembered you after six years and helped make your latest purchase such a positive experience. Building lasting relationships with our customers is something we truly value.
Your comments about our products, showroom environment, and friendly service are greatly appreciated. Thank you for choosing Sandown once again, and we wish you many happy miles in your new Mercedes-Benz.
Great Service from Mali
I’m really happy with the service. Mali was extremely friendly, helpful and welcoming. She made me feel very comfortable and was always happy to help. She has such a lovely and positive attitude, which made the whole experience really enjoyable. The whole team were also very friendly and welcoming. I really appreciate the great service and would definitely recommend it.
30 septembre 2026
Réponse de Sandown Group
Thank you for taking the time to leave such a wonderful review. We’re delighted to hear that you had such a positive experience with us.
Mali will be thrilled to receive your kind feedback. Her friendly, welcoming approach and commitment to helping our customers are qualities we value greatly, and it’s fantastic to know she made you feel comfortable and supported throughout your journey with us.
We’re also pleased to hear that the wider team helped create a warm and enjoyable experience. Thank you for your recommendation and for choosing Sandown. We hope you enjoy your new vehicle and look forward to welcoming you back in the future.
Good customer service & communication
Good customer service & communication
Lovely car with a reasonable deal!!
1 octobre 2026
Réponse de Sandown Group
Thank you for your wonderful review. We're delighted to hear that you were pleased with the customer service and communication you received throughout your journey with us.
It's also fantastic to know that you're enjoying your new car and felt you received a great deal. We truly appreciate your feedback and your support, and we hope you have many happy miles ahead.
Thank you for choosing Sandown, and we look forward to welcoming you back in the future.
Réponse de Sandown Group
Thank you for your review. We're delighted to hear that you were pleased with the customer service you received from our team.
David Van Der Bijl
David Van Der Bijl, along with the other sales and service members of Sandown Mercedes were courteous, and respectful in assisting with the
of purchase of my new Mercedes, making it a real pleasure,
David made it a smooth transition from my old vehicle to the new purchase, he was very patent talking me through the sale also the features of the new car.
I was very happy with the whole experience.
Yours sincerely
Barry Sullivan
1 octobre 2026
Réponse de Sandown Group
Thank you for taking the time to share your experience. We’re delighted to hear that David Van Der Bijl, along with our sales and service teams, provided such courteous and professional support throughout your Mercedes-Benz purchase.
It’s particularly pleasing to know that David made the transition from your previous vehicle smooth and enjoyable, taking the time to patiently guide you through both the purchase process and the features of your new car. Delivering a seamless and enjoyable customer experience is something we strive for, so your feedback is greatly appreciated.
Thank you once again for your kind words. We hope you enjoy every moment in your new Mercedes-Benz and look forward to welcoming you back to Sandown in the future.
I had quick and flawless exprience in…
I had quick and flawless exprience in acquiring my new vehicle. All processes went smoothly and a few days later I had my new set of wheels. Thank you to Daniel, Andrew, Andy and other Sandown Cherry staff I interacted with several times and were very helpful
19 septembre 2026
Réponse de Sandown Group
Thank you for taking the time to leave such a fantastic review. We’re delighted to hear that your vehicle purchase was quick, seamless, and hassle-free from start to finish.
It’s wonderful to know that Daniel, Andrew, Andy, and the rest of the Sandown Chery team provided helpful support throughout your journey and helped make the experience such a positive one.
We truly appreciate your kind words and your business. Enjoy your new vehicle, and we look forward to welcoming you back in the future.
Réponse de Sandown Group
Thank you for your 5-star review, Faty! We’re so pleased to hear that you’re happy with the care and service you received. We really appreciate your lovely feedback and hope you’re enjoying your new car!
Réponse de Sandown Group
Thank you for your 5-star review! We’re delighted to hear you received great service from our team. We really appreciate you taking the time to share your feedback!
All good experience except car…
All good experience except car delivered with dent. Not really good enough on the part of whoever checked the car out for delivery.
Thank you for apology and prompt arrangement of repair to dent.
I don’t think Dorchester was responsible for the dispatch of the car - it came
Via Newbury.
Matthew at Dorchester was entirely polite, patient and helpful.
30 septembre 2026
Réponse de Sandown Group
Thank you for taking the time to share your feedback, Jane. We’re sorry that your car arrived with a dent and completely understand your disappointment. We’re pleased that the repair was arranged promptly and appreciate your kind comments about Matthew. We’ll be sure to pass your feedback on to him and the wider team.
Réponse de Sandown Group
Thank you for your 5-star review, Nick! We’re really pleased to hear you had a smooth experience and found the team friendly. We hope you’re enjoying your new car and really appreciate you taking the time to leave us a review!
Superb Service
Superb, and reassuring service and advice and for me an excellent price. I dealt with Matthew threw out the process and he was excellent in both advice, process and service.
30 septembre 2026
Réponse de Sandown Group
Thank you for your fantastic review, Peter! We’re delighted to hear you received such reassuring service and advice throughout your experience. It’s especially great to hear how helpful Matthew was from start to finish, and we’ll be sure to pass your kind comments on to him!
I was very impressed with the service I…
I was very impressed with the service I received when purchasing a vehicle from the Sandown Kia Salisbury dealership. Samuel was courteous and professional when dealing with the sale and I would definitely recommend Sandown Kia Salisbury for purchasing a vehicle.
30 septembre 2026
Avis spontané
Réponse de Sandown Group
Thank you for your lovely review, Marian! We’re delighted to hear you were so impressed with the service you received at Sandown Kia Salisbury. It’s great to know Samuel was courteous and professional throughout your purchase, and we’ll be sure to pass your kind comments on to him. Thank you for recommending us!
Fantastic as always from sale to service
Fantastic service all the way from start to finish once again. My youngest wanted to buy himself his first Mercedes-Benz, used, and we were welcomed by Leeroy Whitby, who i aways see there as i have bought my own cars from him, he is the most honest sales executive you could meet and goes above and beyond to help out with any purchase, new or used cars, and is always there to help is you ever need it. I always use a main dealership, yes, might be a tiny bit more expensive, but the backing, warranty etc you get after sale is invaluable. Top team there at Sandown, Mercedes-Benz of Epsom. I have all my cars serviced there as well and yet again, it is slightly more expensive that your back street garage, but with that service you get a full years Mercedes-Benz assist which is a full breakdown service for free, anywhere, anytime and as many times as needed (hopefully not needed) so thats the extra price you pay for, a full years peace of mind if anything were to go wrong, mechanically or accidents etc. I am a private customer and all the views above are from my experiences. Staff are fantastic, but you need to see Leeroy if you want a car :)
20 septembre 2026
Réponse de Sandown Group
Thank you for taking the time to share such a detailed review. We're delighted to hear that your son's first Mercedes-Benz purchase was such a positive experience and that Leeroy Whitby once again delivered the honest, professional, and dedicated service you've come to expect. It's wonderful to know that his support and commitment have earned your trust over the years.
We also greatly appreciate your kind words about our aftersales and servicing teams. Providing peace of mind through manufacturer backing, warranty support, and Mercedes-Benz Assist is something we take great pride in, and we're pleased you continue to see the value in these benefits. Thank you for your continued loyalty to Sandown Mercedes-Benz of Epsom. We truly appreciate your recommendation and look forward to welcoming you and your family back again in the future. Enjoy the new car!
Excellent service from start to finish
Excellent service from start to finish. Both Paul and Greg were professional and very helpful. Made my purchase a very memorable one.
30 septembre 2026
Réponse de Sandown Group
Thank you for your wonderful feedback. We're delighted to hear that both Paul and Greg provided a professional and helpful experience from start to finish. It's fantastic to know they helped make your purchase such a memorable one. We truly appreciate your support and wish you many happy miles in your new vehicle! 🚗✨
Great service from Rory
Great service from Rory, who was very informative and helpful, clear in what he told us and gave us space to make the right choice. Thank you Rory.
30 septembre 2026
Réponse de Sandown Group
Thank you for your kind words. We're delighted to hear that Rory was informative, helpful, and gave you the time and space needed to make the right decision. Providing clear guidance and a relaxed, customer-focused experience is exactly what we aim for. We’ll be sure to pass your lovely feedback on to Rory. Enjoy your new car, and thank you for choosing Sandown Mercedes-Benz!
Wonderful experience due to Steph
My sales assistant Steph made the process far easier and stress free than so had been expecting - she listened to me when I told her what I wanted and was important to me; she answered my questions as best she could at the time and followed through with checking and confirming the answer when she had checked the system; and she was communicative throughout the process by telephone and email about where we were and what was being done.
28 septembre 2026
Réponse de Sandown Group
Thank you for taking the time to leave such a lovely review.
We're delighted to hear that Steph made your car buying journey easier and less stressful than expected. Taking the time to understand what matters most to our customers, providing clear and accurate information, and maintaining regular communication throughout the process are all qualities we strive for, so it's wonderful to know Steph delivered on all of these.
Your comments about her attentiveness, follow through, and commitment to keeping you informed by both phone and email will mean a great deal to her. We’re thrilled that she helped make your experience such a positive one.
Thank you for choosing Sandown, and we hope you enjoy every mile in your new Mercedes-Benz. We look forward to welcoming you again in the future.
Excellent service and communication…
Excellent service and communication from all the team at Sandown Epsom.
I always come back to the team here as they are all very friendly, knowledgeable and very good with their communication.
29 septembre 2026
Réponse de Sandown Group
Thank you for your continued loyalty and for taking the time to leave such a wonderful review.
We're delighted to hear that you consistently receive excellent service from the team at Sandown Epsom. Building lasting relationships with our customers is incredibly important to us, so it's especially rewarding to know that our friendly, knowledgeable approach and clear communication keep bringing you back.
Your kind words will be shared with the entire team, who will be thrilled to receive your recognition. We truly appreciate your support and look forward to welcoming you again for many years to come.
Very attentive service
Very attentive salesman (Andras) who listened to our requirements and delivered an optimal solution
29 septembre 2026
Réponse de Sandown Group
Thank you for your wonderful review.
We're delighted to hear that Andras provided such attentive service and took the time to listen carefully to your requirements. Ensuring our customers receive the right vehicle and solution for their needs is always our goal, so it's fantastic to know that Andras delivered exactly that.
We truly appreciate your feedback and your trust in us. We hope you enjoy every moment with your Mercedes-Benz and look forward to welcoming you again in the future.
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