We are sorry to hear that you were dissatisfied with your experience and appreciate you taking the time to share your feedback.
We would like to clarify the sequence of events for transparency. A deposit was taken subject to confirmation that the vehicle had two sets of keys. At the time of enquiry, we were unable to verify this immediately as our keys were secured in our key safe, which we temporarily could not access while awaiting a locksmith.
Once access to the key safe was restored the following day, we checked and confirmed it had one key. You were informed of this as soon as possible by email, and your deposit was returned in full shortly afterwards without delay.
We also offered alternative solutions, including contributing towards the cost of a replacement key or arranging a replacement key at an authorised Mercedes-Benz retailer at our expense. Unfortunately, these options were not accepted.
We respectfully refute any suggestion of unfair or discriminatory treatment. We treat all customers with professionalism, fairness, and respect, regardless of personal characteristics.
While we regret that this situation did not meet your expectations, we are confident that we acted promptly once all information was available and made reasonable efforts to resolve the matter.
Customer satisfaction is important to us, and we appreciate all feedback as it helps us continue to improve our service