Stratstone - Mercedes-Benz of Ipswich Reviews 

Once Again Exceptional Service & After Care under the one and only Kristofor Collen 😊

I must say in kind that Kristofor is a fantastic guy, he fits he's role perfectly & impeccably and goes above and beyond not just to meet your expectations, but to supersede them.

Kristofor ensured I had once again the perfect loan car while my car was in for its first annual service. This is now twice of recent that Kristofor has looked after me on two different cars, I was again kept up to speed once the service was complete and my car was ready to collect.

Kristofor again thank you ever so much for looking after me and my two cars with such exceptional care.

You truly are a great asset to Mercedes Ipswich and you made going to the dealership once again a sincere pleasure.

Until next time, take care and keep doing what you do best 😊

⭐ ⭐ ⭐ ⭐ ⭐

Sincere Best Wishes

Keith

Extremely disappointing experience purchasing an Approved Used Mercedes-Benz from Mercedes-Benz of Ipswich.

I travelled around 210 miles to view the car, only to discover when I arrived that the mileage was approximately 2,500 miles higher than advertised. Despite having travelled that distance to view a vehicle that was not as described, I was offered just £200 off the asking price.

I later returned to collect the car. Shortly after leaving the dealership and whilst joining the motorway, the vehicle began severely juddering, lost power and the engine management light came on. There was no hard shoulder, so I had to continue until I could stop safely and then return the car to the dealership.

I was told the problem was a faulty spark plug. I have since been told that all four spark plugs had actually been replaced during the service immediately before I collected the car, but apparently one of the brand new plugs had an internal defect and failed almost immediately.

The car was also advertised as having a full service history, but when I got home there was no digital service history showing in Mercedes me. I was then told the first two services were already on the Mercedes-Benz digital history. Shortly afterwards I was told that "the service has now been updated in the system" and would take around 24 hours to appear. I have since been told that the relevant records are "currently being updated". The explanation around the service history has therefore been anything but clear.

Since getting the car home I have also discovered:

• The car shakes noticeably whilst idling.
• There is a rattle from the boot/tailgate area over bumps.
• The rear seat belt warning activates even when nobody is sitting in the rear.
• The complete puncture repair kit was missing.
• The locking wheel nut key was left loose in the glovebox with no case.
• The interior was not properly prepared. The roof lining was dirty, with visible dirt and what appeared to be dandruff around areas close to the doors.

What has disappointed me most is the response since raising these concerns. Rather than acknowledging the overall experience, the dealership's position appears to be that the spark plug was replaced on the day, the vehicle was then driveable, and therefore the issue was resolved.

I was even told that the defective spark plug was "reassuring in that there wasn't a fault with the vehicle itself", despite the car having severely juddered, lost power and displayed an engine management light almost immediately after collection.

I bought from an authorised Mercedes-Benz retailer and paid the premium associated with an Approved Used Mercedes because I expected a high standard of inspection, preparation, transparency and after-sales service.

Instead, I travelled 210 miles to view a car with incorrectly advertised mileage, returned to collect it only for it to develop a significant problem almost immediately, and then discovered further faults, missing equipment, poor preparation and unclear information surrounding the service history.

I have asked to reject the vehicle under my consumer rights. The dealership has refused my request, so I am now escalating the matter through the appropriate complaints and independent dispute resolution channels.

Based on my experience, I would strongly recommend checking absolutely everything yourself before accepting an Approved Used vehicle from this dealership, including the advertised mileage, digital service history, equipment supplied with the car, interior condition and all vehicle functions.

Kris and the team went above and beyond customer satisfaction regarding the service on my newly purchased A45s amg insuring everything was up to the service schedule and the outstanding recall aswell .Well done Kris and his team

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