Trusted Agent profile · Copthorne
★★★★★
1,741 reviews across 2 platforms
4 Copthorne Bank, Copthorne, Crawley, RH10 3QX, RH10 3QX
Connells's office in Copthorne, at 4 Copthorne Bank, is rated 2.1 out of 5 across 1,741 reviews on two platforms, including 108 Google reviews rated 4.7.
Tell us what you need and we'll put you in touch. Connells Copthorne hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near Copthorne.
Every review we hold for the Copthorne office, from every platform, shown as written. First names only.
5/5
GoogleJust purchased our first house with Connells, Jay and Kirsty were super useful, efficient with communication and made the experience smooth.
Thank you so much for choosing Connells for your first house purchase! We're thrilled to hear that Jay and Kirsty provided stellar service and made your experience a smooth one. Best wishes, Lucy, Customer Feedback and Support Team
1/5
TrustpilotThe worst estate agent I have ever…
The worst estate agent I have ever used. If your looking to rent avoid them, once your in the property expect no help from them. If you have issues that require resolution with the property, they will not give you any assistance. We had several issues and everytime we wanted assistance nothing, they are always not reachable on phone or they never call back when they say they would. 4 weeks since we moved out and still have no received our deposit. (All accounts in order BTW) So be warned if you are a tenant, avoid!
5/5
GoogleConnells were very responsive to our requests and looked after our property while the sale process was proceeding. Thanks to Joanna Titchener in particular. The sale went very smoothly.
Thank you for the amazing review! We pride ourselves on providing top-notch service and are thrilled to hear that Joanna and the team took great care of your property. Glad to hear the sale went smoothly. Best wishes, Lucy, Customer Feedback and Support Team
1/5
TrustpilotAnother gazumping incident
Placed a purchase offer on of their properties listed in Cambourne, Cambridge as a first time buyer. * On offer date, they didn’t take the property off the market due to waiting for mortgage approval, and got fake assurances (from Robert - Cambourne office) of no other offers will be taken * I then presented bank statements to proof deposit readiness and agreement in principle from 2 banks. And yet not taken off the market * 2 weeks later presented underwriter’s approval and yet the property was mot marked as sold STC * Finally presented mortgage offer with an expiry date in 4 months time by the bank. And asked when would they take it off the market. A day later they called apologizing for accepting another offer due to the seller wanting to complete beyond that time During all this time, they were lying about not accepting offers. Plus they ignored my questions throughout the process about length of the chain and expected completion timeline. I highly advise to avoid their listings. They might charge less than a market average selling fee but this attracts many low quality listings, by unserious sellers, of high chances of failure. In this whole process, I’ve lost bank, solicitors, and surveyors fees. Advice to readers, only place offers with a condition to take it off the market, and agree on preliminary timelines beforehand. And for your peace of mind, avoid Connells.
5/5
TrustpilotAlicia has been absolutely brilliant as…
Alicia has been absolutely brilliant as our mortgage advisor. From the very beginning, she kept us consistently informed and updated throughout the entire process, even though things are still ongoing, she has already gone above and beyond for us. Her communication has been incredibly smooth, clear, and easy, and she’s always been available to answer questions or offer reassurance when needed.
1/5
TrustpilotAn Estate agent that is not interested in selling houses!
I called them to arrange a viewing and was told they would ring me back when a salesman was back in the office so I waited in for the afternoon and they never rang back. I called the next day told them I had waited in and didnt get an apology and was just told everyone was in a meeting. The property is listed with another agent so I just called them and arranged a viewing with them instead. Now looking at reviews on here I feel I have dodged a bullet! I would be most unhappy as a seller if I thought my agent was letting potential buyers slip away like this, especailly on a property listed with multiple agents!
5/5
GoogleWow how we managed to find this little gem not sure but the service was outstanding Wendy kept us informed when called ladies on the phone very professional thank you for a fantastic service
Many thanks Talljc for your outstanding 5* review and your generous comments. Best wishes, Lucy, Customer Relations.
5/5
GoogleJay , Kirsty and Amy area phenomenal team . Their communication and knowledge right from the very start was first class and their enthusiasm in selling our property has been second to none . They kept us informed all the way through the process with very helpful tips and advice as we went along . Totally recommended if you are planning to move , speak to this incredible team .
1/5
TrustpilotStaff
Total lack of professionalism and respect for the client's time I was scheduled to view a property on Saturday at 1:00 PM. The agent made me drive to the location, then postponed it for an hour. After waiting, I was called again for a second postponement, this time citing completely implausible reasons. It is unacceptable to waste people's time and money like this. I do not recommend this agency due to their lack of seriousness.
1/5
GoogleHaving just watched the Panorama episode about Connells' terrible business practice, it made me realise I should post a very late brief review of our experience buying from Connells and the particular issues with Wendy. As shown in Panorama, they clearly give preferential treatment to buyers who are going to use their in-house services (mortgage advisor, solicitors, etc). Our experience included them telling us they couldn't accept our offer because we weren't getting a mortgage through them. They also refused to take the house off the market even after we had managed to get an offer accepted because we wouldn't have a meeting with their in-house mortgage broker. We had the simplest of house purchases and they managed to make it so complicated and I remember Wendy laughing down the phone when I explained how incompetent they were. There's more, but I'll leave it at that. If you're thinking of selling, watch the Panorama episode and then find another estate agent.
We take such allegations very seriously. Connells is committed to upholding the highest professional standards and complying fully with all regulatory requirements. If you have specific information or concerns relating to a past transaction, we invite you to contact us directly with the details so we can investigate thoroughly at EAComplaints@connellsgroup.co.uk. We are genuinely sorry that this matter was not raised at the time with the management team as this would have given us an opportunity to address this then.
5/5
GoogleOh, where do I even begin with Connells? My business partner and I had the audacity to look for a shop that wasn’t exactly your cookie-cutter retail space. You know, something "a little outside the usual." Shockingly, Connells didn’t bat an eyelid! They actually communicated with us (I know, unheard of, right?) and, brace yourselves, they were proactive. I mean, we didn’t even have to chase them what kind of real estate agent sorcery is this? They’ve gone out of their way to do everything possible to meet our needs. Highly recommend? Of course. They set the bar way too high for anyone else. Keep up the annoyingly stellar work, Connells Copthorne office! You're ruining the competition for us.
Hi Good Human, Thank you so much for your fantastic 5* review! We're thrilled to hear that our team at Connells Copthorne could meet your unique needs and provide proactive service. We truly appreciate your kind words and recommendation. Best regards, Lucy, Customer Relations Team
5/5
GoogleI want to commend Joanna Titchener for being one of the most professional, knowledgeable, and affable estate agents I have ever met. It was refreshing to work with someone who truly listened to our needs and carefully matched us with suitable properties, rather than bombarding us with random inventory. As first-time buyers, it was incredibly helpful to deal with someone who had firsthand experience with buying and running a home. This meant Jo was able to provide the guidance we needed when exploring potential compromises during viewings. She was never pushy or aggressive, and her consultative approach was something we truly appreciated. Jo brought a level of maturity and expertise that made the entire process feel organic and natural, leaving us feeling well-informed throughout. Thank you, Jo, for making what can often be a stressful experience so much easier, and for treating us with such care and professionalism. Also - well done to Connells, for hiring sales agents who take a consultative approach - other estate agents should take note!
Thank you Richard for your terrific 5* review and for your complimentary comments. Best wishes, Lucy, Customer Relations.
5/5
GoogleJo at Connells has been absolutely incredible since taking over, truly one of the best estate agents I’ve ever dealt with. She’s been so helpful, genuine, and human throughout the whole process, which makes such a difference in what can often be a stressful experience. You can really tell she cares, and nothing ever feels like too much trouble. It’s rare to come across someone in this industry who is not only professional and efficient but also kind and approachable. Thank you, Jo, you’ve been amazing!
"Thank you for your kind words! We're thrilled to hear that Jo has provided you with an exceptional experience. We pride ourselves on our dedicated team of professionals who genuinely care about our customers. It's always a pleasure to make the home buying/selling process less stressful. Kind regards, Lucy Mawer, Customer Feedback and Support Team
1/5
TrustpilotTerrible experience
Terrible experience. Lovely staff though. NO actual advice given. Didn't sell it but equally gave no advice about the little changes we could have made which would have helped us. The tenant left it in bad condition and we never visited the property. We relied on them to give us advice, they marketed it, conducted viewings but not once did they say - you should do x & y and this will help the sale. Persuaded us to use their auction option as 'in all the years of me working here, we've never not sold one at auction' - ours didn't sell and we had to pay £6k. We removed it, went on with another agent having done some work and then it sold straight away.
1/5
TrustpilotI Am not happy with the service i…
I Am not happy with the service i received in connells kingsthorpe. The team were hard to communicate with and not pro active very arrogant and also at time very rude at times particularly the branch manager,My sale was delayed and eventually leading me to pull out because after 9 weeks after accepting an offer the buyer hadn’t even been ID verified.If you want to sell your house please avoid at all cost.
1/5
TrustpilotThe worst letting agent I dealt with.
The worst letting agent I dealt with. The same happened to a friend of mine ! The notified an energy supply provider without telling me _after I terminated my contract with them_ to supply an empty property. The tariff was very high, I was not given a chance to chose it or to know the supplier at the time. Their communications does not excist.
1/5
TrustpilotDeposit Thieves
Connells managed a property which I rented for almost nine years. Whilst they were kind of adequate in managing the property and would respond reasonably quickly to any maintenance issues their behaviour when it came to return the deposit was appalling. They attempted to withold £895 of a total deposit of £1300. They claimed this was for cleaning and damage repair but I cleaned the property thoroughly before I left and nothing in the house was damaged. I raised a dispute about this with the Tenancy Deposit Scheme which was a bit of a pain to do and took quite a long time to be resolved but, ultimately, I received the full deposit back. Another friend of mine who rented through Connells had a very similar experience and didn't receive any of his deposit back. They're basically thieves and obviously view not returning the deposit as a means to make money. I would never rent anything through Connells again because of this and I'd advise people to be very, very wary because I suspect they try to do this with everyone.
5/5
GoogleKirsty and Jay provided an amazing service. They always acted professionally, were extremely friendly and kept me up to date with developments throughout our purchase. Thank you for getting the purchase over the line!
"Thank you for your kind words! It was our pleasure to provide you with exceptional service. We're glad we could be a part of making your purchase a success. Kind regards, Lucy, Customer Feedback and Support Team
5/5
GoogleAs always, the service at Connells Copthorne was exemplary. Wendy and the team are always willing to go the extra mile to ensure the transaction goes smoothly
Thank you for your 5* review Paul. We pride ourselves on exceptional service and are pleased that your experience has been a great one. We look forward to sharing your review with the team! Best wishes, Lucy, Customer Relations.
5/5
GoogleI recently bought a property through Connells and Jo & Wendy were were very responsive, helpful and thorough - would definitely recommend to any buyers or sellers.
Thank you so much for your wonderful 5* review Evie! We're thrilled to hear that Jo and Wendy were able to assist you so effectively during your property purchase. Your recommendation means a lot to us. Best regards, Lucy, Customer Relations Team
1/5
TrustpilotThey are not honest they always team…
They are not honest they always team with landlord to claim money from tenants unlawfully they need to be diligent in dealing with customer , and the staff are very horrible and disrespectful if you claim money from customer unlawfully you might be happy but ut a life stigma and scam i will never recommende any one to d business with Cornell on any account.
1/5
TrustpilotI rented a flat in front of Connells 2…
I rented a flat throughConnells 2 years ago.. After 2 years and 3 months I moved out.. I painted the whole flat, cleaned all the carpets with carpet cleaner, changed all the curtains and returned it.. I didn't do any damage.. I didn't even use a nail. But they didn't give me back even 1 penny of my deposit amount. I don't know what to do. It's been 3 years since I came to the UK. They are taking advantage of me.
5/5
GoogleConnells Estate agent in Copthorne have been really great to deal with from start to finish, any questions that we needed answered were always dealt with in a timely manor and for that we are grateful and would recommend! A big thank you to Daniel and Wendy you have both been amazing 5 big fat stars!!!!
Thank you so much for your kind words and glowing 5* review Emmy! We're thrilled to hear that Daniel and Wendy provided you with excellent service. Your recommendation means a lot to us! Kind regards, Lucy, Customer Relations.
1/5
TrustpilotUnfortunately I had a terrible…
Unfortunately I had a terrible experience with Connels. I was first advised to auction my house for a speedy sale. Although I did want a quick sale, they did not explain the implications in terms of fees and selling price. When I called, no one one would answer or return the call. The onus was always on me to get feedback from viewings. I changed estate agent as Connels lost a sale - they told me they gave up trying to contact the potential buyer as they didn't get through to him after a couple of attempts and they just assumed if he was still interested he would be in touch. When I changes, someone who viewed the house called the new estate agent to enquire. Obviously, they were not able to have a second viewing but explained to the new estate agent that Connels did not answer any of their questions and did not show the house properly.
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Tell us what you need and we'll put you in touch. Connells Copthorne hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near Copthorne.
