Brown and Merry Buckinghamshire reviews

★★★★★ 1/5

Trustpilot

Brown and Merry - poor management service

Brown and Merry (Stony Stratford branch) were paid to manage my first property-to-let and they have failed miserably in the first two years already. The initial check-in report by their third party initially seemed okay but, it was lacking thoroughness, and the check-out report was far from accurate, costing me a potential deposit re-claim due to omissions within the reports. Despite the fact that I highlighted issues /concerns with the check out report at the time, Brown and Merry have continued to fail to address the issues. Whilst one staff member deals with the check in report, a different member is responsible for the check out.. and whilst the latter impacts the next check in report, the staff don’t seem to talk to each other or see how one person’s lack of input affects the other and both have shown lack of care in addressing the matter that’s ended up costing me financially. According to Alex Read, the inventory check list must’ve been okay “ because it was carried out by a third party” so she refused to even look into my concerns, whilst Sarah Richardson has failed to reply to any of my emails for 3 months. And whoever did the house inspections must have a filthy standard of living as they didn’t notice the mould in every room of the house.. result of the poor maintenance by the tenants, which Brown and Merry’s third party also failed to comment on in their reports. They also failed to comment /address the tenants on the items stolen so I’m contemplating putting in a police report against my former tenants… Also, Alex Read at Brown and Merry advised my new tenant that she would be free to redecorate my house as she pleased, which Alex advised without checking boundaries from me first as I had not given permissions for any change. There’s a whole list of issues with these estate agents - the above doesn’t even touch the surface ..

Emma · 6 March 2025

★★★★★ 5/5

Google

Estate agents can often get some bad press, so I feel it’s only fair to share the positive experience that I’ve had with the team at Brown & Merry in Aylesbury, and specifically Martin, the Branch Manager. From the first call, he was informative and professional, offering clear and welcome advice and insights into the local housing market. He showed enthusiasm, perfectly balanced with empathy for my personal situation, and is simply a really good guy. If only all estate agents were the same! Brown & Merry are very lucky to have him. I will be recommending him to friends and family at every opportunity.

Kellie · 18 July 2023

★★★★★ 1/5

Trustpilot

Brown & Merry Wendover

I wouldn't recommend this branch. Our landlady decided to sell our house shortly after the tenancy began and this branch took over the sale. We were renting through the Tring branch so remember that we were Brown and Merry's clients for the duration of this review. We were made to feel like we were being obnoxious or difficult for not allowing them to do multiple viewings, taking up most of the day, for which we were expected to vacate the property and 'maybe sit in the car' as suggested by them. This happened in February and March, during lockdown when the virus was bad and when we weren't allowed to have friends or family in the house. They decided it was ok to invade our home with viewings because people would be wearing masks, although the government advice at the time was to not mix. At the time they would not let me into their office to speak to them when I asked because of... Covid. The government guidelines at the time were designed to stimulate the property market and not to protect tenants and we can all appreciate that covid isn't sentient and doesn't know the difference between these scenarios. We gave them a two hour window and said they could have two households per day in light the global pandemic that had been going on for a year by then. They weren't happy about this and tried to get us to change our minds despite knowing how uncomfortable we were. Some of the viewings were taking place in 2° weather and in the end we refused any further viewings. We filed a complaint against a member of staff for her attitude following a cancellation and she later phoned us to apologise for her comments.  We expressed to them our anger at bring treated like this in pursuit of a quick sale and received an apology. I was quite surprised to learn that you can actually refuse viewings entirely. Given the situation I wish that I had taken that option as it seems now that would have been the only way to have any peace and quiet over the next 6 months. Following our complaint, all future viewings were stopped as it came to light that we hadn't actually been served a s21 notice and the house had to be taken off the market. It was a real mess. I was left a voicemail a few months later informing me that I had to vacate the property to allow for a mortgage survey. This appointment had been booked for the day of my brothers funeral when I had family staying and could easily have been avoided had somebody thought to ask me beforehand. It was rearranged but I refused to leave the property as I'm under no obligation to allow unsupervised strangers into the house I was paying to live in. Again I was made to feel like I was being unreasonable even after they admitted that I didn't actually have to leave. The inspection was carried out with me present and so the whole charade was pointless. There was no guilt over continuing to annoy us despite knowing that we were grieving and stressed to the hilt trying to find somewhere to live. After the house was sold we had to put up with the purchasers coming to the property, hanging around taking pictures of the house, with my daughter and other children playing outside and us being able to see them, several times a day, which also made the neighbours really uncomfortable. It was really disrespectful, frankly quite odd, and I could have prevented all of this by just refusing access for viewings. This sad and stressful experience continued for 6 months in total. For these reasons I would advise that tenants make themselves fully aware of their rights and how to exercise them when dealing with estate agents. Read the relevant legislation and then use it. We bought a house in Wendover through another local agent who in stark contrast were great, respectful to both us and to the occupiers of the property. The property was in a much better condition and for a better price. Throughout this, the Tring office that were managing our tenancy were also really good. They were really helpful, approachable and responsive.

Laura · 22 September 2021

★★★★★ 5/5

Google

We used Brown and Merry to sell our house and I would highly recommend them. Justin was very thorough when he came to value the house and was really clear on the next steps. Russell and Ed did a great job of arranging viewings and showing people around our house. They were particularly good at giving us feedback promptly after the viewing. Once we had accepted an offer Charlotte was extremely helpful and efficient at updating us on what was happening with our buyers and responded to my emails almost instantly even during the busy Christmas period. For us, this made the whole process a lot less stressful as Charlotte was always able to provide updates for us and chase the necessary person on our behalf. Would definitely recommend this team to anyone looking to buy to sell in the Aylesbury area.PositiveResponsiveness, Quality, Professionalism

Aaron · 27 August 2021

★★★★★ 1/5

Trustpilot

Absolute mess of a company

Absolute mess of a company ! Tried to view a house - they said they didn’t have the keys and would phone back when they had them . Never phoned back and although we repeatedly asked for an update was told nothing . House was then sold without any communication with us . When I eventually spoke to the branch manager he was very rude and abrupt and continually talked over me . Think twice about selling your house with them as this seller could have possibly had a higher offer !!

Sandra · 19 August 2021

★★★★★ 5/5

Google

Matt has been very accommodating from the very start. It took us time to search and view properties to rent, but Matt was persistent and patient in helping us find a place that suited my partner and I. He is responsive, prompt and always puts a smiling face which made our experience such a delightful one. Thank you again Matt! Until next time. :)

Gay · 13 June 2023

★★★★★ 5/5

Google

We are currently in the process of purchasing our inaugural home with the assistance of Brown and Merry. We are truly grateful for the exceptional support and guidance provided by our mortgage advisor, Beth Stanbridge. She has consistently kept us well-informed and remained readily available and patient, addressing any inquiries we had. Beth has exhibited great responsibility in managing the entire process and has been remarkably efficient in facilitating communication between the lender and us.

B · 16 October 2023

★★★★★ 5/5

Google

Very impressed with their service & levels of communication during my dealings with all the staff. Original viewing was carried out by Jack who was very good & keen to impress being enthusiastic throughout. The 2nd viewing on the property was carried out by Russell who again was very professional helpful & friendly throughout. Also all my telephone dealings with the office including Branch Manager Alan were very positive. The entire team at Aylesbury are very professional & a credit to the industry which normally faces a great deal of criticism.

Simon · 13 June 2021

★★★★★ 5/5

Trustpilot

Satisfactory Rental Agency service

I wholeheartedly recommend Brown and Merry's stony Stratford office, services to anyone seeking property in Milton Keynes, whether buying or letting. Take a moment to read my review, and I promise you won't regret it. Moving can be a tedious and lengthy process, especially when settling in a new town or country. However, my experience with Brown and Merry was remarkably smooth. After contacting several agencies and registering with many online, I shortlisted properties from Brown and Merry and other agencies. Their properties stood out, and when it came to the letting process, they made it seamless. What impressed me most was the negotiation with the landlord. Alexander Read handled the discussions with professionalism and finesse, ensuring we secured the property under comfortable circumstances. My exceptional experience with Brown and Merry is largely due to Alexander Read's outstanding service. She is an invaluable asset to the company, and I extend my heartfelt gratitude to her. Thank you, Brown and Merry, and thank you, Alexander Read. Your dedication and expertise are truly appreciated. Rating: 5/5 stars Highly recommended! God bless you."

Mercy · 2 February 2025

★★★★★ 5/5

Google

Thank you to all at Brown and Merry and a special mention for Sophie who was absolutely fabulous at helping us secure our dream home. Highly recommend :)

Hilary · 16 September 2025

★★★★★ 1/5

Trustpilot

An atrocity of a company to avoid for the better

This company never ceases to amaze so I will be exposing them again. In relation to the rental property; 4a The Chequers, Castlethorpe, Milton Keynes, MK19 7HG Brown & Merry, 65 High Street, Stony Stratford, Milton Keynes, MK11 1AY began to advertise on Friday 17th January 2025 shortly before closing time 18:00. An hour or two after the listing went live, I went on their website to enquire whether a cat would be allowed to live alongside the tenant at the property and guess what!? No response to this current day Tuesday 21st January 2025. So that Brown & Merry can't deny it, I was immediately informed "Thank you - we have recieved your message". I'm left calling the office on 01908562011 / 01908561874 whilst selecting option 2 for lettings a mulitide of times, daily to pick up on whether somebody is in the office dealing with the phoneline aswell as emails as I'm expecting such a company being instructed and in control of finding individual(s) to live in said property to respond to me by the morning of Saturday 18th January 2025 in the hope of securing a viewing on Monday 20th January 2025. Somebody at Brown & Merry has updated the property listing to "LET AGREED" on Tuesday 21st Janurary 2025 so there was clear communication between themselves and other prospective viewers of which I suspect viewings were conducted at the earliest on Monday 20th January 2025 for somebody to agree a tenancy contract the following day. I was denied a viewing nevermind a response! All in all I made a total of 19 calls and not one person picked up. I suspect Brown & Merry recognised my name, email address and phone number to deliberately discriminate against my medical / disability needs yet again but that's ok, because it has backfired leading me to expose their behaviour again. I once again strongly advise all prospective tenants, landlords and buyers to avoid this atrocity of a company.

Anonymous · 21 January 2025

★★★★★ 5/5

Google

We just want to thank Jodie for her brilliant communication through our rental application. We had previously viewed properties by other Estate agencies and they could learn a thing or two from Jodie on communication. She definitely help ease the stress that goes along with moving !

Danielle · 13 May 2024

★★★★★ 1/5

Trustpilot

Unethical / possibly illegal practice

Awful from start to finish. I was interested in a property they had listed. They were not actually selling it, it was being sold by an auction house instead. I decided to go with Brown & Merry after being told that that the seller would consider taking it off the market before the sale. The auction house later told me that they would not do this. After the property was sold it was hard to find out if the property was sold or not. I had to find out from the auction house (who were actually really helpful and honest). To this date (nearly 2 months later) B&M still have the house listed for sale (clickbait). Unethical maybe illegal?

Jay · 19 December 2024

★★★★★ 1/5

Trustpilot

Unethical / possibly illegal practice

Awful from start to finish. I was interested in a property they had listed. They were not actually selling it, it was being sold by an auction house instead. I decided to go with Brown & Merry after being told that that the seller would consider taking it off the market before the sale. The auction house later told me that they would not do this.After the property was sold it was hard to find out if the property was sold or not. I had to find out from the auction house (who were actually really helpful and honest). To this date (nearly 2 months later) B&M still have the house listed for sale (clickbait). Unethical maybe illegal?

James · 19 December 2024

★★★★★ 1/5

Trustpilot

Very poor experience in trying to…

Very poor experience in trying to arrange a valuation. The Berkhamstead office didn’t take my contact details and then didn’t show, even though I phoned the day before travelling and also called into their high street office ahead of the supposedly arranged viewing. Also, the lady I spoke to in person in Berkhamsted was dismissive and rude. This agent can’t get the basics right! Such as shame as I had a fantastic rental experience a few years previous with the same agency! I think there are better, more proactive online and high street agents to choose from.

Lorraine · 1 August 2020

★★★★★ 5/5

Trustpilot

Alex & Beth at Milton Keynes have been…

Alex & Beth at Milton Keynes have been excellent & proactive in getting my vacant property rented out quickly. They are very tenacious and business like and 'get things done'.They have both been incredibly helpful & have gone above & beyond the standard duties by doing extra tasks for me (as I am not local to the property). Having had the most appalling service from JACKSON PYNE in Milton Keynes (honestly...just run...and keep running) - where my property was neglected & very poorly managed - BROWN & MERRY are a breath of fresh air. The two lettings services I have experienced are galaxies apart.Background to me using BROWN & MERRYI previously used JACKSON PYNE , Milton Keynes to manage my properties. Quick turnover of staff (suspect most run once they see what its like) & recently seems to be a staff team of two - Richard & Courtney. Negligent from top to bottom. Steve (Finances) rarely paid me rent on time - unless I reminded him (!) - if not sometimes it was a fortnight late. On one ocassion, they 'forgot' to pay me for 5 months.JPyne also advised me to replace all windows when tenants were failing to clean them on the inside. Then I was advised to replace the whole front door when the letterbox broke & the tenants were too lazy to replace it..unbelievable..was like being in a slapstick comedy without the laughs! JACKSON PYNE only visited once a year (if that?) and poor tenant cleanliness issues were never addressed & then revisited & double checked. End result, I sacked Jackson Pyne & end up with a house that's in rent arrears & left in a complete mess.● JACKSON PYNE MK did not take a deposit, did not do an inventory & slipped a sneaky clause into the contract (unknown to me at the time) which allowed them to still receive the full management fee whilst those tenants remained in property - even if I decided to CHANGE agents. How sneaky & unethical is that? ● They jumped sides according to what gave them the least accountability.In my opinion JACKSON PYNE MK are a disgrace to the MK lettings trade. Thank God I'm free of these careless people - who I had the misfortune to mismanage two of my properties. Both of which were left dirty & damaged & costing me many thousands of pounds to correct.BROWN & MERRY now manage both my properties and are FANTASTIC.Alex & Beth are excellent. They seem to be very happy & contented staff - with a good work ethic & good sense of humour/perspective.Despite being very busy they keep in regular contact and care about you , your house & the tenant. They care about standards & they care about how people FEEL. What a wonderful,refreshing change to my other experience.

Andy · 31 July 2020

★★★★★ 5/5

Trustpilot

Brown and Merry Watford have been…

Brown and Merry Watford have been amazing from our first contact with them. Hanan from valuations was professional, responsive and very insightful, she got our house up and online very quick. Jake from sales managed to sell the house without any official viewings for asking value which was incredible! Jamie has been superb throughout the process. 6 months of negotiations (no fault of B+M) and countless set backs did not discourage Jamie and he was always keeping us in the loop as well as providing useful updates. Without him and B+M I am confident the sale would not have gone through and I cannot thank the team enough for all the work they have put into our case. Couldn't recommend highly enough!

Patrick · 6 July 2020

★★★★★ 4/5

Google

I found the team really nice to work with and keep me upto date with appointments and progress. Was selling my late father's house so a sad time for me but the team were very helpful and even helped remove sone furniture (for a charity) If you call or email them someone always gets back to you quickly. Nice personal dashboard for house progress.

Nigel · 14 March 2024

★★★★★ 5/5

Google

Loren was so helpful when going through the whole buying processes. She was always on hand and got back to me as soon as possible. We were buying our first help and she made the whole process seems so easy. Whenever I had any issue she would always put my mind at ease, especially when then solicitors weren’t helpful. She would always stay late for us as our working hours are long. She went above and beyond Loren is a great asset to the team at Aylesbury. I don’t know what we would have done, if we didn’t have her. Especially when we didn’t think our offer was going to be accepted she was able to pull a few strings and sort everything out!! Thank you

Stephanie · 13 June 2020

★★★★★ 5/5

Google

From the moment of getting in contact with Brown and Merry, they have been so helpful which is so refreshing as I have dealt with estate agents in the past which have been awful. Originally was going to rent out my property, and the rental team were so friendly and helpful but ended up selling my property and can say Charlotte has been so helpful throughout the process, chasing the chain and keeping me updated which was such a huge thing for me as I needed to know what was going on at all times. Charlotte is a credit to the team, not many estate agents work so efficiently and professionally So thank you everyone at Brown and Merry for making this happen for me, everyone involved in the process has been a delight.

Alice · 13 June 2020

★★★★★ 5/5

Google

From start to finish Nicole Sophie and Jodie, made the experience stress free they worked at speed to ensure that my family could move into the house on the day which we had requested, they were always in contact and informed us of everything that was happening and that was required. I cannot praise the lettings team at aylesbury branch enough thank you for all your hard work!!

Paul · 15 December 2023

★★★★★ 5/5

Trustpilot

I recently visited Brown & Merry in…

I recently visited Brown & Merry in Watford for the first time, and I must say, I was extremely pleased with their customer service. Will Parkinson was especially helpful and charming. I highly recommend paying them a visit if you're in need of assistance, as I am confident they will go above and beyond to help you achieve your desired outcome.

Armand · 13 April 2023

★★★★★ 5/5

Google

Many thanks to Jodie for the excellent handling our difficult and unusual property rent process!

Ikpe · 14 March 2024

★★★★★ 3/5

Trustpilot

"FIXED FEE" warning

I want to highlight Brown and Merry's contractual fee. It is a fixed fee based on the value your property goes on the market, not the value you sell your property at which could be several thousands lower. This was not made aware to us so we got a bill for several hundreds after completion.

Sarah · 22 September 2025