Newest first, from every platform, with the office each review is about. First names only.
★★★★★ 2/5
TrustpilotHate having dishonest estate agents…
Hate having dishonest estate agents trying to get you to up your offer as some else is higher then you!! If your gonna lie, make sure you get the home owner to sing from the same sheet!! This is why property prices are high because of agencies like these always trying to push you for more than the property is worth, will it hurt you to go up a bit more?? Do you really want to lose your dream home because of a few extra grand?? Um yes, cause if I’m dead over the stress of paying for something that is over my budget I can’t enjoy my dream home 6ft under!
Mai · 19 October 2020 · Acorn Bexleyheath (Baynes House)
Agent replied · 10 June 2024
Hi Mai. Sorry to read your review of our services. I have checked our system and can only find you registered with one Acorn office and there has been very little contact between us since you registered. Would you be able to drop me a quick email with the details of who you have been speaking with and I will deal with internally. Thanks. Andrew Roberts - - Customer Relations Manager - andrew.roberts@acorngroup.co.uk
★★★★★ 1/5
TrustpilotAcorn's Customer Service has become quite rude
Dear Sir/Madam, Somewhat unconventionally, I am writing this review directly toward whomever it was that wrote the response to Julia's and Kirsty Marshall's reviews. I can only conclude, from reading through earlier negative reviews using far more vitriolic language, that Andrew Roberts no longer handles the complaints process. If he did, I would expect much more mesaured responses with far less bile and spite. Given I am only associated with Julia (I'm her fiancee, I am sure you can see that from the system), I can only comment on the course of events that led to her leaving her negative review. We were NOT updated as to which tenants can take over our contract despite asking and impressing upon everyone with whom we spoke the urgency of our questions; we are not an estate agent and thus, while we eventually learnt which documents to request from the potential tenants, the issues they may face acquiring them or the quality of the copies they sent were out of our control as we were instructed to put them in touch with our property manager. We made daily calls to Acorn and to the potential new tenants to make sure things were progressing smoothly and felt that Acorn had no interest in supporting us or even lending their energy or time to our efforts.I was always happy with the property manager, but I am severely disappointed in your response to disgruntled clients and, if I can give you a word of advice, believe you are harming rather than saving Acorn's reputation. I would also observe that you have no idea WHY we are leaving during our term, nor are you aware that previous tenants did the same (that is how we came to live here), and luckily for them and you, we were extremely organised, eager and proactive in contacting Acorn to move in. Acorn were never the ones to ensure consistent and professional contact with us. I will repeat, the current property manager has always been good but seems hamstrung by your ethos and uncaring attitude to tenants.If you feel confident enough to reply with the same tone, I invite you to leave your name and email so that this conversation can be picked up outside Trustpilot.Danny Bonner (my email is in your system)
Danny · 15 October 2020 · Acorn Bexleyheath
Agent replied · 19 September 2023
Dear Danny. The review was left by me. Andrew Roberts. As you presumably provided us with references when you committed to your tenancy, I would have thought it would have been evident what documents would be required to replace you. Your landlord and Acorn is allowing you to leave the contract early on the basis that you can replace yourselves as tenants. You have advertised the property privately and passed the enquiries to us to deal with. Whilst we understand the process of referencing these tenants is out of your control, neither is it within ours if the prospective tenants are unable or unwilling to provide us with what we need. As far as I am aware, we have never put this onus on you, but the facts remain, if we are unable to replace you as tenants, you remain responsible for the rent and associated costs I am afraid. happy to discuss with you in person, but as you say, our Property Manager is doing everything she can to help you move. Thanks. Andrew
★★★★★ 1/5
TrustpilotAbsolutely awful experience with Acorn…
Absolutely awful experience with Acorn Lewisham. We were trying to leave the property and so found new tenants to replace us. Acorn have been useless at every step, didn't explain what paperwork we needed and didn't answer our questions about who can actually move in. They didn't even use their initiative to let us know if the paperwork submitted by new tenants was correct - we had to chase them to extract that information. We have now lost the property we were moving in to - because they dragged their heels for such a long time. Please don't use them - they really don't care about tenants.
Julia · 14 October 2020 · Acorn Bexleyheath
Agent replied · 19 September 2023
Hi Julia..I have reviewed your notes on this and the facts are that you wish to break your tenancy agreement early. Your landlord has agreed for you to do this as long as a suitable replacement tenant can be found. You advertised the property on Gumtree and put forward an applicant to us last week. This applicant has still not supplied us with the necessary documents for us to undertake reference checks despite us chasing. You then supplied us with the details of another applicant this week from presumably the same source, but again we have to do the necessary checks before submitting them to the landlord for approval. None of this is Acorn's fault and I am satisfied that you have been updated sufficiently by our team. I am sorry if you have lost the property you wanted to move to but ultimately you should not be leaving your current one during your fixed term.
★★★★★ 1/5
TrustpilotAcorn's Customer Service has become quite rude
Dear Sir/Madam, Somewhat unconventionally, I am writing this review directly toward whomever it was that wrote the response to Julia's and Kirsty Marshall's reviews. I can only conclude, from reading through earlier negative reviews using far more vitriolic language, that Andrew Roberts no longer handles the complaints process. If he did, I would expect much more mesaured responses with far less bile and spite. Given I am only associated with Julia (I'm her fiancee, I am sure you can see that from the system), I can only comment on the course of events that led to her leaving her negative review. We were NOT updated as to which tenants can take over our contract despite asking and impressing upon everyone with whom we spoke the urgency of our questions; we are not an estate agent and thus, while we eventually learnt which documents to request from the potential tenants, the issues they may face acquiring them or the quality of the copies they sent were out of our control as we were instructed to put them in touch with our property manager. We made daily calls to Acorn and to the potential new tenants to make sure things were progressing smoothly and felt that Acorn had no interest in supporting us or even lending their energy or time to our efforts.I was always happy with the property manager, but I am severely disappointed in your response to disgruntled clients and, if I can give you a word of advice, believe you are harming rather than saving Acorn's reputation. I would also observe that you have no idea WHY we are leaving during our term, nor are you aware that previous tenants did the same (that is how we came to live here), and luckily for them and you, we were extremely organised, eager and proactive in contacting Acorn to move in. Acorn were never the ones to ensure consistent and professional contact with us. I will repeat, the current property manager has always been good but seems hamstrung by your ethos and uncaring attitude to tenants.If you feel confident enough to reply with the same tone, I invite you to leave your name and email so that this conversation can be picked up outside Trustpilot.Danny Bonner (my email is in your system)
Danny · 14 October 2020 · Acorn Bexleyheath (Baynes House)
Agent replied · 10 June 2024
Dear Danny. The review was left by me. Andrew Roberts. As you presumably provided us with references when you committed to your tenancy, I would have thought it would have been evident what documents would be required to replace you. Your landlord and Acorn is allowing you to leave the contract early on the basis that you can replace yourselves as tenants. You have advertised the property privately and passed the enquiries to us to deal with. Whilst we understand the process of referencing these tenants is out of your control, neither is it within ours if the prospective tenants are unable or unwilling to provide us with what we need. As far as I am aware, we have never put this onus on you, but the facts remain, if we are unable to replace you as tenants, you remain responsible for the rent and associated costs I am afraid. happy to discuss with you in person, but as you say, our Property Manager is doing everything she can to help you move. Thanks. Andrew
★★★★★ 5/5
TrustpilotAwesome
Awesome. Good communication throughout the process
Michael · 27 September 2020 · Acorn Bexleyheath
Agent replied · 19 September 2023
Thank you Michael for taking the time to provide us with a review of your experience. I am delighted to hear that you were happy with the service you received. If I can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
★★★★★ 4/5
TrustpilotReliable estate agent
I have used Swanley Acorn office before, hence why I used them again, and the house was sold twice within one day. Amelia bless her was very good in keeping me informed of the progress throughout. The issue laid more with both solicitors who had lost the power of communication. But I would happily use Acorn again and would recommend anyone to use them.
Michael · 26 September 2020 · Acorn Bexleyheath
Agent replied · 19 September 2023
Thank you Michael for leaving us a positive review. We are really happy that you were pleased with the service you received from Ameila and thanks for the feedback on the solicitors. If I can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
★★★★★ 5/5
TrustpilotAwesome
Awesome. Good communication throughout the process
Michael · 26 September 2020 · Acorn Bexleyheath (Baynes House)
Agent replied · 10 June 2024
Thank you Michael for taking the time to provide us with a review of your experience. I am delighted to hear that you were happy with the service you received. If I can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
★★★★★ 1/5
TrustpilotTerrible Property Manager - David Simango (Peckham/Camberwell branch)
Would give them 0 stars if possible! I have been waiting over 7 months to receive a deposit as damage was done to my property. The property manager, David Simango (Peckham/Camberwell branch) never picks up the phone or replies to my emails. Very terrible experience, I am still waiting for the deposit...
Davidson · 10 September 2020 · Acorn Bexleyheath
Agent replied · 19 September 2023
Hi Davidson. I am sorry to read this review and have contacted David's Manager to resolve the issues you are facing.I have your contact details and so will follow this up with you directly, but if you need to contact me, you can email me at andrew.roberts@acorngroup.co.uk. Thanks. Andrew Roberts - Customer Relations Manager
★★★★★ 5/5
TrustpilotI am extremely happy with the service I…
I am extremely happy with the service I am receiving from Acorn over the past 3 years. The staff are extremely friendly, professional and accommodating. Always there to help.
Audrey · 10 September 2020 · Acorn Bexleyheath
Agent replied · 19 September 2023
Thank you Audrey for taking the time to provide us with a review of your experience. I am delighted to hear that you were happy with the service you have received from us over the years. If I can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
★★★★★ 5/5
TrustpilotI am extremely happy with the service I…
I am extremely happy with the service I am receiving from Acorn over the past 3 years. The staff are extremely friendly, professional and accommodating. Always there to help.
Audrey · 9 September 2020 · Acorn Bexleyheath (Baynes House)
Agent replied · 10 June 2024
Thank you Audrey for taking the time to provide us with a review of your experience. I am delighted to hear that you were happy with the service you have received from us over the years. If I can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
★★★★★ 4/5
TrustpilotNice friendly staff but could be…
Nice friendly staff but could be better. Happy with my property so far
Mohammed · 1 September 2020 · Acorn Bexleyheath
Agent replied · 19 September 2023
Thank you Mohammed for the review. Your comments are noted, but would love to know how we could improve specifically. If you have a minute perhaps you could drop me a line at andrew.roberts@acorngroup.co.uk. Thanks. Andrew Roberts - Customer Relations Manager
★★★★★ 1/5
TrustpilotExtraordinarily dishonest and unreliable.
My partner and I have been renting for a total of almost 20 years and have never had a problem until Acorn, it has been an absolutely horrendous experience.The agents pressured us to move in earlier than our original offer date, and then progressed to create a total mess of dishonesty with a complete lack of communication. We were repeatedly lied to about various things, they attempted to further push back our moving date with no notice (and by just sending us a new tenancy agreement with a vague sentence about the new date), we were lied to about renovations being completed in-time for our move, along with a lot of hidden fees in the contract (such as one for just acquiring the landlord’s permission to put pictures on the wall). Not only this, but another person’s holding deposit was randomly refunded into our account which nobody knew about until we flagged it up. Nobody even chased it up after we informed them, it was just ignored for several days until we had to bring it up again to a manager on the day the contract started, who realised it was for another person, for an entirely different property... How on earth can they expect anyone to trust them with their deposit and rental money?The agents’ communication was diabolical. We were told to deal with 2 agents - and it felt like this was just so they could pass off blame onto each other, which they kept doing on the phone to me. I felt like I was on the playground at secondary school. At one point I had each agent on the phone in the same day asking what the other was doing - because they had no idea!We were even told by one of the agents that our original offer was pushed partly so he could count his commission for the month of August. And on our second viewing he talked of how much he hated his job and wanted to leave. I mean I don’t blame him, it seems like a horrible place to work - but that’s no reason to reflect his problems with the company onto us by being dishonest and extremely unreliable. He, alongside the other agent, never returned our calls whilst repeatedly holding back incredibly important information about our move. And don’t even get me started on the keys and the move-in date!Absolutely horrific service, we will be looking to buy our first home in a couple of years and there is absolutely no chance we will be doing so with Acorn. We will make sure our friends buying and renting also avoid Acorn at all costs.
LC · 31 August 2020 · Acorn Bexleyheath
Agent replied · 19 September 2023
Hi "LC". I am very sorry to read your review and that you had such a poor experience of our services. You make a couple of quite serious points in your review that I am sure you can understand I need to investigate. Would you be able to drop me a line with your details to andrew.roberts@acorngroup.co.uk. Thanks in advance. Andrew Roberts - Customer Relations Manager
★★★★★ 4/5
TrustpilotNice friendly staff but could be…
Nice friendly staff but could be better. Happy with my property so far
Mohammed · 31 August 2020 · Acorn Bexleyheath (Baynes House)
Agent replied · 10 June 2024
Thank you Mohammed for the review. Your comments are noted, but would love to know how we could improve specifically. If you have a minute perhaps you could drop me a line at andrew.roberts@acorngroup.co.uk. Thanks. Andrew Roberts - Customer Relations Manager
★★★★★ 1/5
TrustpilotNothing good to say
I actually find it difficult to give them a 1. I was buying a house through them and they negotiated with us & the owner as there were problems and we pulled out. The seller did not stick to the agreement Acorn negotiated between us. I was left out of pocket & I have emails to prove it. Acorn we’re rude & unprofessional.Now the have black listed me & won’t let me look at any of their properties.
Jacqui · 31 August 2020 · Acorn Bexleyheath
Agent replied · 19 September 2023
Hi Jacqui. I am sorry to read your review and have spoken to the branch in question. It appears that your understanding of the agreement differs from that of the owner and the branch, but I am happy to review your emails if you would like to send them to me at andrew.roberts@acorngroup.co.uk. Thanks. Andrew Roberts - Customer Relations Manager
★★★★★ 2/5
TrustpilotOne of the worse estate agents
One of the worse estate agents. Agents would tell us we had a viewing with just one day notice and on top of that would tell us to show the buyers around. I've never heard of estate agents say could you go through your property with the buyers because they're too busy. Would not recommend, total waste of time
G · 29 August 2020 · Acorn Bexleyheath
Agent replied · 19 September 2023
Hi "G". It is quite normal practice for sellers to show potential buyers round their property, although if you would prefer us to do this then I am sure that the branch would be happy to accommodate. With regards to the other issues, please drop me a line and I will investigate further. Thanks. Andrew Roberts - Customer Relations Manager - andrew.roberts@acorngroup.co.uk
★★★★★ 5/5
GoogleRating only, no written review.
Veena · 29 August 2020 · Acorn London (29 Westow Street)
Agent replied · 28 August 2024
Brlliant! Thank you so much for taking the time to provide us with a review of your experience. I am delighted to hear that you were happy with the service you received and if I can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
★★★★★ 1/5
TrustpilotAn absolute clusterf*ck
An absolute clusterf*ck. We have been told barefaced lies at every turn regarding moving dates and communications with the landlord. They've continually tried to move the moving date forward. We originally asked to move on the 10th of September, and they brought it forward to the 31st of August, and then tried to move it again to the 26th. We've now been told with 3 days notice, a booking van booked and numerous deliveries turning up to what should be our new home, that the date has now been pushed back a week. We're still meant to be paying from the 1st.Communication has been appalling, with apparently multiple branches working on this single property, no-one within their teams are talking to each other, and now that stuff has started to go severely wrong, we're not able to get help, with one business day before our moving date.
Customer · 28 August 2020 · Acorn Bexleyheath
Agent replied · 19 September 2023
Hi..I am sorry to read this and would like to try and help. I dont have any details but if you could drop me a quick email with your name and the property address, I will investigate and try to resolve matters. Thanks. Andrew Roberts - Customer Relations Manager - andrew.roberts@acorngroup.co.uk
★★★★★ 5/5
TrustpilotJust want to say a massive thank you to…
Just want to say a massive thank you to Vincent Bui!!! He was absolutely helpful throughout our property hunting process, and he managed to find us an amazing property. He was patient, kind and understanding. He is literally the best estate agent at Acorn! And thats not even me exaggerating. Thanks once again Vincent!!!!
Lisann · 28 August 2020 · Acorn Bexleyheath
Agent replied · 19 September 2023
Thank you Lisann for leaving us a 5* review. We are really happy that you were pleased with the service you received from Vincent and if I can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
★★★★★ 5/5
GoogleThey were efficient, informative, and they went the extra mile to accommodate desired viewing times. Yousef Elouadari was particularly helpful.
Matthew · 28 August 2020 · Acorn London (29 Westow Street)
Agent replied · 27 August 2024
Thank you for taking the time to provide us with a review of your experience. I am delighted to hear that you were happy with the service you received and if I can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
★★★★★ 5/5
GoogleOur house was on the the market with another agent in SE25, which was struggling to be sold, decided to go dual agency to see if this would help, best decision we made, met Yousef from Acorn - Crystal Palace who was very confident that we we would sell within a month, well it actually only took two weeks to sell, Yousef was excellent, and always there for viewings, telephones calls, emails etc not left to do it yourself, can't thank Yousef and his team enough, we are now happily settled in our new home thanks to Acorn ***** Five stars I would give more if I could.
Del · 28 August 2020 · Acorn London (29 Westow Street)
Agent replied · 27 August 2024
Thank you Del for taking the time to provide us with a review of your experience. I am delighted to hear that you were happy with the service you received and if I can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
★★★★★ 5/5
GoogleI have silky smooth experience with Acorn (Jack Wilsher), thank you for your help and support at my first home purchase.
Strongly recommend.
Scalanova · 28 August 2020 · Acorn London (29 Westow Street)
Agent replied · 27 August 2024
Thank you for leaving us a 5* review. We are really happy that you were pleased with the service you received and if I can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
★★★★★ 5/5
GoogleRecently purchased a flat, as a first time buyer, and couldn't be happier with Acorn's service. A special thanks to Sophie who really took the time to guide me through the whole process!
Vicky · 28 August 2020 · Acorn London (29 Westow Street)
Agent replied · 27 August 2024
Thank you Vicky for taking the time to provide us with a review of your experience. I am really pleased that the service you received from Sophie met your expectations. If there is anything else we can do to help in the future please let me know. Thanks. Andrew Roberts - Customer Relations Manager
★★★★★ 5/5
GoogleCouldn’t have asked for a better agent! Yousef was dedicated, persistent and reassuring. He’s worked tirelessly to get us into our new home before Christmas. There’s no task too small or large and was always happy to take our calls. Can’t thank him enough!
Francesca · 28 August 2020 · Acorn London (29 Westow Street)
Agent replied · 27 August 2024
Thank you Francesca for taking the time to provide us with a review of your experience. I am delighted to hear that you were happy with the service you received from Yousef. If I can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
★★★★★ 5/5
GoogleWe met Yousef flat hunting in and around Crystal Palace and he is by far the best agent we have worked with - honest, communicative, and never pushes the hard sell. Highly recommend to anyone looking in the area.
Chad · 28 August 2020 · Acorn London (29 Westow Street)
Agent replied · 27 August 2024
Thank you Chad for leaving us a 5* review. We are really happy that you were pleased with the service you received from Yousef and if I can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
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