****** Item & Terrible Customer Service – Mercedes-Benz Sandton

I am deeply disappointed with my recent experience at Mercedes-Benz Sandton. On 19 May, I left my car for servicing and collected it the same day—only to discover that my cologne (which I always keep in the dashboard) was missing. I am convinced it was ****** by their staff, as the car was in their custody.

I immediately reported the issue, yet 48 hours later, there was no response. When I visited the dealership in person, I was referred to a senior manager, Palesa. To my shock:

No apology was offered for my loss.

Instead, I was blamed for leaving personal items in the car—an unacceptable response from a luxury brand.

I left my car with them, requesting they meet me halfway by replacing the cologne (a sentimental gift), but after 8.5 hours, Palesa remained dismissive and condescending.

This is not the standard I expect from Mercedes-Benz. The lack of accountability, empathy, or effort to resolve the issue is appalling. I demand:

A formal apology.

Reimbur*****t/replacement of my ****** cologne.

Internal action to prevent theft and improve customer care.

Avoid this dealership if you value respect and integrity.