Andrew Nicholson

Review Summary: I made an appointment for a test drive at Mercedes-Benz of Novi, specifying the exact models and trims I was interested in. Despite giving them a heads-up that I’m a particular customer, I wa Mercedes-Benz of Novi, specifying the exact models and trims I was interested in. Despite giving them a heads-up that I’m a particular customer, I was ignored for nearly an hour—seemingly due to my casual attire and youthful appearance. The experience left me feeling judged and disappointed. I scheduled an appointment to test drive the EQS sedan and SUV, including the specific trims I wanted to explore. When I booked the appointment, I even apologized upfront for being a bit of an annoying, picky customer, hoping to ensure the process would be smooth. I arrived early and decided to walk around the showroom while I waited. The front desk attendant was incredibly kind—she greeted me warmly, apologized for the wait, and offered me water. After I informed her of my appointment, she called the salesperson, letting them know I had arrived. Despite being the only customer in the showroom, I was completely ignored by the sales team. The front desk tried multiple times to reach my salesperson, but they never responded. I waited 37 minutes past my scheduled appointment time without a single acknowledgment or approach from any salesperson. Finally, I decided to leave. As I was getting into my car, I received a call from the dealership. I explained that I needed to make some work calls but would be parked outside for another 20 minutes. I even described my car and location, saying that if a salesperson came out, I’d be willing to return inside. I completed my calls, waiting the entire time, but was still ignored. One salesperson eventually came outside, made direct eye contact with me, but instead of approaching, got into their own vehicle and drove away. Coming from a family that works with Mercedes-Benz, I chose this dealership on their recommendation. However, it was clear that I was judged based on my appearance—I was dressed in shorts and a t-shirt after a day of hiking. The assumption seemed to be that I wasn’t a serious buyer because of how I looked, despite some salespeople appearing to be around my own age. I hope this experience was an isolated incident limited to the staff on duty that day, as it seriously undermined my trust in a brand that I had previously respected and valued. More

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I loved my shopping experience. Andrew was so helpful and was the reason I bought this car. I would do it again. Extraordinary service and I will be back. Andrew was so helpful and was the reason I bought this car. I would do it again. Extraordinary service and I will be back. More

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