Stratstone - Mercedes-Benz of Ipswich Avis 

I am particularly unhappy with the way your tyre price-match policy was represented to me and then subsequently refused after the tyres had been fitted.

I dropped my car off in the morning for its MOT and service. At approximately 10am, I received a telephone call advising me that all four tyres required replacement due to wear. I was given prices for replacement tyres and was told that a decision was required almost immediately — approximately two minutes — if the tyres were to be ordered, delivered and fitted that day.

During that conversation, I specifically raised the issue of price. I was told that Stratstone operated a “price match” policy. I was told that if I found the same tyres cheaper elsewhere, the price would be matched.

This assurance materially influenced my decision to authorise the work.

When I returned to the dealership at approximately 3pm, I was informed that the replacement front and rear tyres were not the same model — Michelin Pilot Sport 5 and Michelin Primacy 5 tyres. Given the circumstances and the need to have my vehicle returned, I had little realistic option at this stage other than to continue with the work.

Importantly, I was again specifically reassured about the cost and told that Stratstone “price matched”. Indeed, I was actively encouraged by your staff to use the time while the tyres were being fitted to search for cheaper comparable prices.

I therefore did exactly what your staff suggested.

When the final bill was presented, I showed your staff the cheaper prices I had found. Only at this point, after the tyres had been fitted and I was committed to the transaction, was I told that Stratstone would NOT honour the price match because reducing the tyre prices any further would mean that Stratstone would not cover its costs.

I find this completely unacceptable.

I have subsequently looked at Stratstone’s published information. Your website advertises competitive tyre pricing, and elsewhere Stratstone publishes detailed terms and eligibility criteria where particular price-match guarantees are subject to restrictions.

If the tyre price-match assurance given to me was similarly subject to exclusions, minimum margins, restrictions on qualifying suppliers or any other conditions, those conditions should have been explained to me BEFORE I authorised the purchase and fitting of four tyres.

I was not told that the promise meant “we will price match unless the matched price is too low for us”. Had that qualification been made clear at 10am, I could have made an informed decision about whether to purchase the tyres from Stratstone or source them elsewhere.

Instead, on two separate occasions I was given an unequivocal assurance that Stratstone would price match. On the second occasion, I was actually encouraged to find cheaper prices while the tyres were being fitted.

To refuse that assurance only after the tyres had been fitted, on the basis that honouring it would make the transaction insufficiently profitable, is in my view seriously misleading.

My car was in for a rear subframe replacement which is quite a long job. The work was completed as expected within the timeframe they gave me. Very impressive service and a great overall experience.

Good communication good customer service car cleaned which hasn’t always been done just overall very helpful.

Do a better job next time, I told you a problem, and you ignored it

Experience good & only marred by problems with phone answering

Amazing service and all the staff were friendly and willing to help!

Great service at a very reasonable price.

I was very happy with the service I received from Mercedes. The whole experience was professional, efficient, and well organised from start to finish. The staff were friendly, helpful, and kept me well informed throughout. Everything was handled smoothly and to a very high standard. Excellent customer service overall, and I would be very happy to use Mercedes again in the future.

Thanks to Kieran and Gordon for making the purchase of my wife’s new GLC a lovely experience and thanks for looking after us so well. Whole experience has been the best we have had when buying a new car. Would without hesitation would recommend. See you again our next purchase!

I’m really disappointed with the service I received from mercedes shop ipswich this time.
I left my car with them on the 10th last month following the advice of the mechanic who came to inspect my car at home due to some issue and i only got my car back today, 23 days later, which is an extremely long time to be without a vehicle.
What made the experience even more frustrating was the lack of communication and sense of urgency. I had to keep calling them myself just to get updates. There was very little communication from their side, and at no point did it feel like they genuinely cared about keeping us informed or helping us get the car back as soon as possible.
Matter of fact, I had also done my MOT just a month ago here and there was no problem. I have been a regular customer here, but this time i am very disappointed. I expected much better treatment and customer service from a workshop I had trusted and regularly used.

Very helpful as didn't know if the work would be carried out but mercedes made it happen hats off to them

Elizabeth provided excellent service. Was very friendly and extremely helpful

Great friendly customer service

Great experience

"Everything was excellent and handled very quickly. The factory defect was fully resolved and covered by the company. Great service, thank you!"

In my opinion service experience is not fully focused on the customer, being more focused on internal processes…

Very little help was provided. In fact, I received virtually no support with any of the issues I raised.

It feels like the only reason this place wants to have any relationship with you is to get as much money from you as possible. If there is no additional money to be made, don't expect any meaningful help or support from them.

Very disappointing experience.