Newest first, from every platform, with the office each review is about. First names only.
★★★★★ 1/5
GoogleTldr: Incredibly unethical and unreliable agency; lied to us for days;
After having an in-person viewing and immediately making an offer last Friday, on Monday we receive verbal and written over email confirmation for having accepted our offer for the place of choice. After further confirmation on our side, on the same day, we ask over email and phone when do we need to pay holding deposit, actual deposit and rent and if they need more details for the reference checks. We are told we don't need to worry about any of these and we should wait until they get in touch with us. Every day since, we call and ask about the forementioned payments. They give us the exact same answer: not to worry and to wait for them to get in touch.
Well guess what, Friday of the same week (a 2 bussiness days before move in date) , we get a call that in fact, the landlord chose another offer and they were in the right to do so since we didn't pay a holding deposit (as if we were ever given information on how to do that). Furthermore, the agent admitted that they were doing that with the hope that the landlord gets a better offer in the meantime!
They completely wasted our time, and have no remorse over the stress and waste of time that they caused us! Incredibly unreliable! If they did this once, they will do it again!
P.S. the forementioned agent is Dexter Shelmerdine
Tsvetelina · 10 October 2023 · Rolfe East Ealing (66 High Street)
Agent replied · 15 June 2024
At Rolfe East we take all feedback very seriously. Customer service is a high priority to us and any negative feedback is investigated and action taken as a matter of urgency.
We have looked into your case and our findings are as follows:
We can confirm that your offer was indeed initially accepted by the landlord. However, both the landlord and the proposed tenant reserve the right to withdraw at anytime up until the moment the tenancy agreement is signed and the consideration fulfilled which is normally the first months rent paid. This is regardless of whether a holding deposit has been lodged or not. Unfortunately in this case the landlord received an offer which they preferred and decided to move forward with that offer instead. As agents we do not have control over which tenants offer is accepted, this is solely the landlord decision and as agents we have to follow landlords instructions. The reason a deposit was not taken even though the landlord was initially interested in your offer, was because Dexter was waiting for the landlord to confirm their instructions. As a company policy we do not take money from potential tenants without the landlords confirmation to begin the referencing process. There are situations like this where a landlord can and unfortunately sometimes do change their minds. We will also stress that the landlords decision had nothing to do with you not paying a holding deposit as you stated, it was simply the landlords preference. This decision would have been the same whether a deposit is paid or not. You mention in your review that your offer was rejected two days before your move date. This is incorrect as you were told about the landlords change of mind on 4th August, and Dexter had discussed with you partner on 1st August a potential move date of 11th August if all went to plan. Having gone though the calls and emails thoroughly we are convinced that Dexter did his best to handle the situation with care. Once it became apparent that the landlord wanted to go with another offer Dexter called your partner straight away, but got his voicemail. Rather than just leaving a message to tell you what had happened he asked you to call back so he could explain directly, which in our opinion shows care. When your partner called back, Dexter explained the situation and offered another property as he knew you both wanted to move quickly. This shows a pro-active approach from an agent showing care. He was obviously trying to help find a solution for you both. While on the call with Dexter, your partner was very abusive, and swore at Dexter. We must stress that we understand this must be very frustrating for you, but we will not accept abusive behaviour towards our staff members. We would be pleased to assist is helping you find another property if you would be open to working with us.
★★★★★ 5/5
Googlevery helpful, friendly, responded to queries very quickly
Philip · 25 September 2023 · Rolfe East Sherborne
Agent replied · 21 June 2024
Hello Philip, thank you very much for your review.
★★★★★ 5/5
GoogleThe team from Sherborne Rolfe East took on the sale of our late dads house at the end of 2022, Despite sales falling through due to mortgage companies pulling the plug on several perspective buyers, quite late in proceedings , plus the negative overall effect of higher interest rates , they kept working forward and found the right buyer, and achieved a good fair price during a difficult time in the market 😊
Thanks to the whole team, in particular
Natalie and Megan for your perseverance.
Kevin · 25 September 2023 · Rolfe East Sherborne
Agent replied · 21 June 2024
Hi Kevin, thank you for taking the time to write your review. We are glad the property got sold and we found you the right buyer. We wish you all the best.
★★★★★ 5/5
GoogleWe received the keys for our home today very pleased with the whole process. Laurence and the girls went above and beyond very efficient assertive and certainly professional I hope this hearted recommendation goes some way to saying thank you 🙏 …
Fa · 25 September 2023 · Rolfe East Sherborne
Agent replied · 21 June 2024
Thank you very much for your 5 star review Fa. We very much appreciate your way of saying thank you.
★★★★★ 5/5
GoogleWow what a team Laurence, Megan and Natalie are. Efficient and Professional, nothing was too much trouble. They understood the stress we were under and showed us compassion all the way through, i can't praise this dream team enough . Look no further than Rolfe east . Thank you ALL so so much.
Jacqueline · 25 September 2023 · Rolfe East Sherborne
Agent replied · 21 June 2024
Hello Jacqueline, thank you for your superb review. We believe Laurence, Megan and Natalie are the dream team :)
★★★★★ 5/5
GoogleInitially fearful of selling our home in 2023 after 37 years, we were very fortunate to have chosen Rolfe East to guide us expertly through the whole process of selling and buying our new home. Laurence Truett is not like the estate agents that we had come across before when we had considered selling. Laurence guided us step by step through his process, and for this we are most grateful as this process and his judgement worked very well for us. A buyer was found very quickly at which point we could confidently make an offer on a property that we really wanted to move to.
Buying and selling houses in England is an unusual and stressful process where the buyer and seller sit in limbo whilst not being in control until completion. So having an intermediary - a negotiator in the person of Rolfe East’s Megan Street - was tremendously useful as the “glue” that kept the communication responsive between buyers, sellers, and their respective solicitors.
So, in summary, the whole selling process from first viewing day to moving out took 15 weeks and was as smooth as it could have been thanks to Rolfe East.
Iain · 25 September 2023 · Rolfe East Sherborne
Agent replied · 21 June 2024
Hi Iain, thank you for taking the time to write such a lovely review for us. We are so glad Laurence and Megan were able to guide you following your difficult decision of selling your home after 37 years. We hope you you are enjoying your new home, and we wish you all the best.
★★★★★ 5/5
GoogleA brilliant company from the initial phone call, valuation with Laurence, knowledgeable price estimate given, once confirmed then measured up thoroughly for the brochure (hard copy and online) fabulous description with no spelling mistakes (my pet hate) which I knew would be the case, fabulous photographs and video for online viewing by Stuart then handed over to Natalie for the property sales, marketing and viewings … I never progressed the office from day 1 as knew they’d ‘do the sale’ as Natalie kept me updated weekly or more often if needed, as I had taken onboard all of their advice on the current marketplace, the price against comparable property in a beautiful Dorset village location … the 4th couple to view wanted to buy …. Natalie most importantly for me checked on my two little old dogs at each viewing first to say she was there and say hello before showing people around ❤️ as one is blind. Our big 7 stones black Labrador had to be taken out (as would think people had come to see him 😂 and be much too busy on their arrival into the cottage, the film Marley and Me comes to mind if left there, as would ‘pick up’ sofa cushions up to give to the ‘visitors’) A long journey from there on due to the nature of the UK 🇬🇧 buying and selling process and specifics for this purchase - giving the buyers leeway of a month or so first (to sell their own property in New Zealand a much quicker process) completion was the 8 August 😊 I’m waiting to buy a property through Natalie at Rolfe East Sherborne office and hopefully soon 🙏 couldn’t be more appreciative of a company with ‘real’ people who are professional, know their job inside and out but, most importantly are kind and considerate - the most important bits in life and when you’re selling your dream home for personal reasons🏡
Louise · 25 September 2023 · Rolfe East Sherborne
Agent replied · 21 June 2024
Hi Louise. Thank you very much for taking the time to write such a glowing review. We are sure your black Labrador could have assisted in the viewings ;) We will be sure to pass your feedback back to Natalie who we know is a superstar, and we can't wait to do business with you again when you are ready to buy a property.
★★★★★ 5/5
GoogleWe had a positive experience with Rolfe east , they are extremely professional , friendly and very efficient. We were keen to move in quickly and they made this possible. Thank you so much Rolfe East
E · 26 August 2023 · Rolfe East Sherborne
Agent replied · 21 June 2024
Hello E. Thank you for your feedback - we are so pleased you had a positive experience with us
★★★★★ 5/5
GoogleThank you Laurence, Megan and Lily for your hard work and perseverance in the sale of my mother's house. I would recommend Rolfe East to anyone else wanting to sell a property.
Jane · 26 August 2023 · Rolfe East Sherborne
Agent replied · 21 June 2024
Hi Jane, thank you very much for your lovely review.
★★★★★ 5/5
GoogleThanks Laurence, Megan and Lily for your hard work and perseverance in the sale of our house. Sadly, due to the complete lack of communication by others involved in the chain, the process became pretty stressful and we thought your team handled things brilliantly and in our best interest. We thank you for your tenacity and help throughout the process.
Tina · 26 August 2023 · Rolfe East Sherborne
Agent replied · 21 June 2024
Thank you for your 5 star review Tina.
★★★★★ 5/5
GoogleWe bought a house through the team at Rolfe East and found that they were efficient, helpful and professional throughout the process. A big thank you for getting us the house that we dreamed of! Would not hesitate to recommend.
Mario · 26 August 2023 · Rolfe East Sherborne
Agent replied · 21 June 2024
Thank you Mario for your glowing review :)
★★★★★ 5/5
GoogleWe recently bought a house using Rolfe East and I was so impressed with their professionalism, attention to detail and great communication. They made the whole process as easy as possible and I would highly recommend them to anyone wanting to sell their house in the future.
Holly · 26 August 2023 · Rolfe East Sherborne
Agent replied · 21 June 2024
Hello Holly, thank you very much for you review. We are thrilled the process was as easy as possible.
★★★★★ 1/5
TrustpilotMr Dexter is a liar
This review is targeted at Mr Dexter
He ensured us over the phone 3 times that we’ve secured the property, and that we can move in next week.
We asked if we need to pay holding deposit and he said that’s after we’ve passed reference checks.
He told us last week we can move in later this week, for which reason I booked moving company, and started packing my belongings.
Today he just said that the landlord accepted someone else’s offer.
He lied on multiple occasions. And we are due to go homeless because of him, as well as suffer financial loses, due to booked moving company etc.
This man is not suited to deal with properties, he is simply unprofessional and is a liar.
PS · 4 August 2023 · Rolfe East Sherborne
Agent replied · 27 July 2025
At Rolfe East we take all feedback very seriously. Customer service is a high priority to us and any negative feedback is investigated and action taken as a matter of urgency.
We have looked into your case and our finding are as follows:
We can confirm that your offer was indeed accepted by the landlord. However, both the landlord and the proposed tenant reserve the right to withdraw at anytime up until the moment the tenancy agreement is signed and the consideration fulfilled which is normally the first months rent paid. This is regardless of whether a holding deposit has been lodged or not. Unfortunately in this case the landlord received an offer which they preferred and decided to move forward with that offer instead. As agents we do not have control over which tenants offer is accepted, this is solely the landlord decision and as agents we have to follow landlords instructions. The reason a deposit was not taken even though the landlord was initially interested in your offer, was because Dexter was waiting for the landlord to confirm their instructions. As a company policy we do not take money from potential tenants without the landlords confirmation to begin the referencing process. There are situations like this where a landlord can and unfortunately sometimes do change their minds. We will also stress that the landlords decision had nothing to do with you not paying a holding deposit as you stated, it was simply the landlords preference. This decision would have been the same whether a deposit is paid or not. Having gone though the calls and emails thoroughly we are convinced that Dexter did his best to handle the situation with care. Once it became apparent that the landlord wanted to go with another offer, Dexter called you straight away, but got your voicemail. Rather than just leaving a message to tell you what had happened he asked you to call back, so he could explain directly which in our opinion shows care. When your partner called back he told her what happened. As he knew you wanted to move quickly he told her about a similar alternative property which was available immediately. This shows a pro-active approach from an agent showing care. He was obviously trying to help find a solution for you, rather than showing a lack of care. You then called in and were very abusive, and swore at Dexter on the call. We must stress that we understand this must be very frustrating for you, but we will not accept abusive behaviour towards our staff members. We would be pleased to assist in helping you find another property if you would be open to working with us.
★★★★★ 5/5
GoogleThe service we received was first rate , the team are lovely and I would definitely recommend.
I will use again when the time arises.
John · 27 July 2023 · Rolfe East Sherborne
Agent replied · 21 June 2024
Hi John, thank you very much for your review. So happy to read you'd use us again when the time arises.
★★★★★ 5/5
GoogleWe were recommended to use Rolfe-East, Sherborne and they certainly did not disappoint. The recommendation will be passed onto others.
We were able to make contact whenever we needed and someone was always on hand to help, should Megan be out of the office. Within a few days of our property being on the market, they had negotiated an offer above our lowest asking price.
For first class service, look no further than Rolf-East.
Julia · 27 July 2023 · Rolfe East Sherborne
Agent replied · 21 June 2024
Hello Julia, thank you so much for your lovely review. We are thrilled we didn't disappoint, and you'll recommend us.
★★★★★ 3/5
GoogleNothing to say
Ronald · 22 June 2023 · Rolfe East Sherborne
Agent replied · 21 June 2024
Hello Ronald, thank you for your review. We cannot locate your details on our system, please contact Ashley Rolfe on 020 8567 2242 so he can discuss your review further.
★★★★★ 5/5
GoogleVery professional office. Good communication. A pleasure to deal with.
Adam · 22 June 2023 · Rolfe East Sherborne
Agent replied · 21 June 2024
Thank you Adam for your 5 star review. :))
★★★★★ 5/5
GoogleVery efficient service and process. Natalie excellent on communications through the selling process.
Philip · 22 June 2023 · Rolfe East Sherborne
Agent replied · 21 June 2024
Hi Philip, thank you for your lovely review, we will pass your feedback onto Natalie.
★★★★★ 5/5
GoogleA very efficient service from start to finish, the ladies in the office were always helpful and went the extra mile to ensure a timely conclusion to very protracted negotiations.
Derek · 22 June 2023 · Rolfe East Sherborne
Agent replied · 21 June 2024
Hi Derek, thank you for your lovely review. :)
★★★★★ 5/5
GoogleThank you to team Rolfe East Sherborne who did a great job in a difficult market for us. Really good outcome and good communication throughout. Thank you
Emma · 22 June 2023 · Rolfe East Sherborne
Agent replied · 21 June 2024
Hello Emma. Thank you for your 5 star review. We are pleased you had a good outcome. :)
★★★★★ 5/5
GoogleIt is an absolute pleasure to deal with Lawrence and his team. They are knowledgeable, proactive , detailed in their approach to selling property. I’d highly recommend them !
Lynn · 22 June 2023 · Rolfe East Sherborne
Agent replied · 21 June 2024
Hello Lynn. Happy New Year! Thank you very much for your kind words about Laurence and team.
★★★★★ 5/5
GoogleWe drove for 3 hours to view a property and found the viewing with Rolfe East one of the easiest to date. It made the journey back a bit more bearable. Thank you
Gaynor · 22 June 2023 · Rolfe East Sherborne
Agent replied · 21 June 2024
Hi Gaynor, firstly, thank you for travelling three hours to view a property with us! And secondly, thank you for taking the time to leave us a review - much appreciated.
★★★★★ 5/5
GoogleWe had a great deal of stress moving house and would like to say that without the help and assurance from Rolfe East and Particularly from Natalie Tremble we might not have moved.
The house we purchased through this company was exactly as we imagined and had no hidden issues.
Thank you for a great service.
Thomas · 22 June 2023 · Rolfe East Sherborne
Agent replied · 21 June 2024
Hi Thomas, thank you very much for your positive review. We hope you'll be very happy in your new home. :)
★★★★★ 3/5
GoogleRolfe East acted for my father in the sale of my grandmother's house in Sherborne. Despite one buyer pulling out at the last minute thanks to the hard work of Laurence and his staff completion took place at the end of last year
Leonie · 22 June 2023 · Rolfe East Sherborne
Agent replied · 21 June 2024
Hello Leonie, thank you for your review. We are pleased the sale went through. Wishing you and your father all the best. :)
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