Every review we hold for the East Ayrshire office, from every platform, shown as written. First names only.
★★★★★ 5/5
GoogleDonald Ross have been a pleasure to deal with.
From start to finish they have been highly professional and we have been reassured every step of the sale.
From Callum being easy to talk to and trustworthy, building a good professional relationship at the initial assessment/review of property, to Rachel smoothly managing the viewings and the closing of the sale, the process has been straightforward and simple from the start.
Communication from the Donald Ross has been outstanding - we were kept up to date with every step moving forward, and the staff have been exceptional, been very approachable, responsive and helpful. Very positive experience with the whole team, and a special thanks to Callum and Rachel for all your hard work on selling our property.
Charlene · 22 November 2025
Agent replied · 23 November 2025
Thank you very much for reviewing our service we are delighted that you have rated us so highly 🌟 …
★★★★★ 5/5
GoogleDonald Ross have been fantastic from the beginning of being in contact with Callum coming to my home and explaining how everything will work, valuation, photographs and home report. This was a very emotional time for me but he was extremely understanding of my situation especially having to deal with things from another country. Naomi was also great with the marketing of my property and also kept in touch regularly with updates and giving advice on what she thought my next steps should be. I am very happy with how things have turned out and would highly recommend them.
Diane · 24 September 2025
Agent replied · 8 October 2025
Delighted that you would recommend us, and giving us 5 stars we all really appreciate it.
★★★★★ 1/5
TrustpilotNot a great experience
Not a great experience. Communication is extremely poor. If I'm honest, it's absolute non existent. You've to call persistently hoping you don't get the answerphone during business hours. In addition, they're full of crap. Lie about things for their own end. Really not impressed. I thought Corum were bad..Perhaps this is not a true reflection of all their branches.
Poppy · 18 June 2026
★★★★★ 5/5
GoogleMy wife Susan and I really enjoyed working with Adam Reid and Team at Donald Ross Estate Agents, Kilmarnock during a prolonged search for property during our recent relocation from Northumberland, North East of England.
Unfamiliar with the Scottish home purchase system which is very different from the other side of the border.
After numerous bids and counter bids we eventually made it across the border at the begining of October to be near grandchildren and to enjoy the west coast sunsets.
Thank you Adam and Team Donald Ross, Kilmarnock.
Chris · 8 November 2024
Agent replied · 9 November 2024
Thank you very much for your review it’s fantastic to hear from buyers that have enjoyed our service
★★★★★ 5/5
GoogleWe had outstanding service from Donald Ross throughout our sale, Callum in Kilmarnock has been so professional and helpful, and everyone in Kilmarnock office is a joy to deal with, always keeping in touch with us, very smooth process highly recommend Donald Ross.
Deborah · 18 December 2025
Agent replied · 8 January 2026
Thank you for your kind words and taking time to leave a review. It was a pleasure to work with you and thank you for choosing Donald Ross Residential.
★★★★★ 5/5
Google❤️✨️🏡 Couldn't thank Callum, Adam and the team at donald ross for all the help support and trust in making our home stand out from the crowd for selling and helping get the best out come for myself and partner. We have had a great experience with them and wouldn't use anyone else! Fantastic from start to finish. Very professional, friendly and always there if you have any questions or worries. Please don't hesitate to use Donald ross for selling your home! 😄
KT · 25 July 2024
Agent replied · 23 October 2024
Thank you very much for your 5 star review, your recommendation is appreciated so much, we are delighted to be of service to you.
★★★★★ 5/5
GoogleSold my flat with Donald Ross. Seamless process from start to finish, big thanks to Callum and Rachel, who were amazing from the very beginning. Their communication was amazing, kept us up to date with everything. Really recommend Donald Ross to sell your property
Emma · 24 September 2025
Agent replied · 23 October 2025
Delighted that you would recommend us, and giving us 5 stars we all really appreciate it.
Thank you for choosing us to help you move.
★★★★★ 5/5
GoogleOutstanding customer service throughout the full transaction. Callum Gott came to view my property and talked me through all the stages involved in putting my house on the market. The pictures of my house were amazing, the drone footage and also the full description! Due to all of this and their advertising tactics I believe this is why I received an incredible amount of interest in my property and also achieved well over home report. I can’t thank the full team enough for their efforts in getting me an amazing price for my property and also having it sold in less than 3 days of going live on their website & Rightmove. Special thanks to Callum who was always there to answer my calls and kept me up to date with absolutely everything including viewings and the feedback from them. Thanks again Donald Ross!
Michael · 26 May 2024
Agent replied · 23 October 2024
Thank you very much for your outstanding review of our service, it really means the world to us that you are so delighted with everything, thank you for choosing us.
★★★★★ 5/5
GoogleCallum was a fantastic estate agent to us. He was so friendly , approachable, punctual and gave great advice and support along the way. Thanks so much Callum, we'll definitely recommend you to others
Danni · 18 December 2025
Agent replied · 8 January 2026
Thank you Danni for your kind words and taking time to leave your review. We wish you all the best in your new home.
★★★★★ 5/5
GoogleWe sold our property with Donald Ross last month and can't thank Naomi and the team for everything they have done.
Communication was excellent and also the arrangements for the viewings. Our buyer also decided to sell with them which made the process so much easier. I would highly recommend Donald Ross for selling your property.
Ashleigh · 9 March 2025
Agent replied · 22 July 2025
We are delighted to be of service to you and thank you for your 5 star review.
★★★★★ 5/5
GoogleDonald Ross really does take the stress out of selling your home. We dealt with Callum from the initial valuation of our house to accepting an offer. All of the team were friendly and very helpful over the phone and Callum kept me informed every step of the way. We went on to market easily and quickly and within 7 days our property had sold. Thank you again to the Donald Ross team!!
Amy · 27 January 2024
Agent replied · 23 October 2024
Amy thank you so much for a welcome 5 star review it was a delight to be of service to you.
★★★★★ 5/5
GoogleWe can't thank Fraser, Callum, Naomi and Adam enough. They dealt with our house sale with professionalim, integrity and patience, going over and above what was expected when we needed it. I would have no hesitation recommending Donald Ross to anyone buying or selling property.
Anne · 22 February 2025
Agent replied · 8 August 2025
Thank you very much for your wonderful review we are delighted to be of service to you.
★★★★★ 4/5
TrustpilotEverything was at ease from start of…
Everything was at ease from start of advertising house sale until when house was sold & keys handed over..contact & correspondence between myself & the girls from the office in Irvine went perfect ...advertising of the house & the pictures were perfect & house sale went through really quickly & that was within 6 weeks which took me back but really pleased with how smooth everything went ...Thankyou to The Donald Ross team & the amazing effort they put into selling my house with amazing professionalism
Mr · 6 December 2024
★★★★★ 5/5
TrustpilotWould highly recommend Donald Ross
Would highly recommend Donald Ross. They kept us informed every step of the way during the selling process. Rachel was our point of contact and we found her to be knowledgeable, efficient and courteous. Callum too, was very informative and his advice proved to be very helpful.
John · 12 December 2025
★★★★★ 5/5
GoogleWe appointed Callum Gott/Donald Ross following a "beauty parade" of 3 Estate Agents. This was a sensitive sale for us involving the family home of almost 50 years. As we were selling the home remotely, good communication was key. The appointment of the "right Agent" was essential. We were impressed with Callum's professionalism together with the quality and level of his communication. We were delighted with the outcome. We were delighted with the outcome and our confidence in appointing Callum was justified. Appreciated!
Ron · 2 October 2024
★★★★★ 1/5
TrustpilotAppalling service from start to finish
Appalling service from start to finish. “Director” Stewart Fraser arrogant, unhelpful, unprofessional and extremely insulting following a catalogue of errors by his team which led to me changing estate agents. Unfortunately the Donald Ross brand within Ayr appears to have lost its reputation as a stalwart of the property business. I’ve listed below my concerns I put to Stewart the response to which unfortunately could have been written by Ricky Gervais from the Office. “I contact you to express my frustration regarding the poor level of service provided after asking Donald Ross to sell my property in Prestwick.My property was valued on Tuesday 7th November 2020. I was told at this time if I chose to sell through Donald Ross that home report and photographs would be completed and my property on the market by Thursday (9th) afternoon or Friday 10th "at the latest". It was the evening of the 15th before my property appeared on Rightmove.I was told during the viewing that the property opposite and very similar to mine sold for £110,000 and it would be expected my property would "sell for upwards" of this figure. Despite this I was offered £101,000 was being encouraged that this was a positive offer and matter of weeks later.There was no communication regarding viewers cancelling, four in total. I only found out about these viewers when i telephoned to enquire regarding the outcome.During one of the early viewings I discovered during discussion with person showing the property that he was unaware of an allocated parking space being attached to the property despite me making Donald Ross aware of this and it being listed on Rightmove. I listened in frustration to the person showing the property describe how he explained to the potential buyer how it would cost "£2000-£3000" to install a driveway. There's a allocated parking space literally yards from the area he was speaking about.I was told I had received a "written offer". My solicitor received no offer so we are unsure as to what Donald Ross considers a "written offer" as both my solicitor and the estate agent I have moved my property too are unable to understand or even hazard a guess as to why a "written offer" would not be passed on to my solicitor.My property was viewed again after the "written offer" had been submitted. Both my solicitor and the estate agent I have moved my property too have stated on no circumstances should this have been allowed to happen and that I should have be advised to this affect.I was told this viewing would take place on Saturday 15th January however when I called the office on Saturday evening there was no note of the visit.Between 13.55 on Tuesday 18th January and 14.00 on Wednesday 19th I attempted to telephone Ayr office on 8 separate occasions before getting through to be informed that there was no response to voicemail left for potential buyer to confirm offer. There was no option to leave voicemail as call would simply disconnect after a period of ringing. I can only imagine the personal looking to confirm or withdraw offer would have the same issue I had. I also wonder how many potential buyers looked else where when attempting to get through to book an appointment.Prior to getting through I telephoned the Kilmarnock office to confirm there wasn't an issue with the Ayr telephone lines. I was informed no and was told how busy the office was and how many properties they had "on" just now. To be frank this is not my problem as I am paying for service that simply has not being provided. Until the last 24 hours I had been willing to overlook the poor service however when the basics of not being able to get through via telephone is not being provided then its simply not good enough.I contact you to raise this complaint and request a refund of the monies paid given the service offered has not been provided. I was also ask if there is an independent body that regulates estate agents and what there contact details are?”I am yet to receive even an apology for the service and have taken my case to the ombudsman.Your response has highlighted your poor performance, lack of insight, reinforced your arrogance to the wider public, displayed there’s is not one apology, acknowledgement of fault / awareness that the customer experience has been extremely poor. I highlighted your name in my review as you are “director”. The only reason I did not post your responses was employee names were included, employees that although made errors were complete polite, respectful and understanding. I provided screenshots of calls I made that weren’t answered and the telephone recordings provided supported my account which unfortunately shows how inept you are. I’m delighted you have chosen to make public your response as it illustrates my point better than I could articulate
Unimpressed · 21 January 2022
Agent replied · 25 October 2024
Thank you for taking the time to provide a review of your opinion of our service. We are sorry to hear you feel your experience was not that of the high standards we strive to exceed at Donald Ross Residential. We would like to address the following points.Customer Comments.“Appalling service from start to finish. “Director” Stewart Fraser arrogant, unhelpful, unprofessional and extremely insulting following a catalogue of errors by his team which led to me changing estate agents. Unfortunately the Donald Ross brand within Ayr appears to have lost its reputation as a stalwart of the property business. I’ve listed below my concerns I put to Stewart the response to which unfortunately could have been written by Ricky Gervais from the Office”.Donald Ross Response.The Donald Ross brand has not “lost its reputation as a stalwart of the property business”. Donald Ross Residential continues to provide outstanding customer service and satisfaction. We serve thousands of highly delighted clients each year and we are proud to have a Trustpilot rating of 4.7 out of 5 where over 95% of clients have described our service as GREAT or EXCELLENT . We are a multi award winning Estate Agency and rated within the top 5% of high performing Estate Agents within the UK and in 2021 we were winners of Best Estate Agents in Scotland and Best Professional Service Provider at Scotland’s Business Awards. We are not sure what you mean by the reference to Ricky Gervais from The Office but we would be delighted to be even half as successful as that character made that hit TV show. Customer Comments.“ Good afternoon, I contact you to express my frustration regarding the poor level of service provided after asking Donald Ross to sell my property 4 Nisbet Drive in Prestwick.My property was valued on Tuesday 7th November 2020. I was told at this time if I chose to sell through Donald Ross that home report and photographs would be completed and my property on the market by Thursday (9th) afternoon or Friday 10th "at the latest". It was the evening of the 15th before my property appeared on Rightmove.I was told during the viewing that the property opposite and very similar to mine sold for £110,000 and it would be expected my property would "sell for upwards" of this figure. Despite this I was offered £101,000 was being encouraged that this was a positive offer and matter of weeks later.Donald Ross Response.The property was actually valued on the 7th of December 2021. Our photographer attended the property on Thursday the 9th of December which was in line with our timescale, aiming to have the property on the market for Friday 10th of December. Unfortunately, due to events outwith our control during the covid pandemic the earliest an Independent Surveyor could attend the property to conduct the Home Report was Monday the 13th of December. We valued this property at £100,000, which was exactly what the survey valuation reported by Graham & Sibbald Surveyors. We explained we were able to achieve a sale price of £110,000 for a property very similar across the street and we would do everything to achieve such a fantastic price for your property. Albeit that property had a much newer bathroom suite and was in generally better condition.Customer Comments.There was no communication regarding viewers cancelling, four in total. I only found out about these viewers when i telephoned to enquire regarding the outcome.Donald Ross Response.When we conduct viewings on behalf of a client at a vacant property and there are multiple viewings on the same day we do not call a Vendor to let them know of every viewer who has decided not to attend. We feel it is best practice to pass on this information when we update our clients with viewers feedback. During this unprecedented busy time in the property market with so many Applicants booking viewings and some cancelling for numerous reasons, we feel this is the most efficient use of time. During the covid pandemic viewings are cancelled on a much more regular basis due to applicants testing positive and having to self isolate. Customer Comments.During one of the early viewings I discovered during discussion with person showing the property that he was unaware of an allocated parking space being attached to the property despite me making Donald Ross aware of this and it being listed on Rightmove. I listened in frustration to the person showing the property describe how he explained to the potential buyer how it would cost "£2000-£3000" to install a driveway. There's a allocated parking space literally yards from the area he was speaking about.Donald Ross Response.Our Agent was asked by a viewer if the chipped area beside the path belonged to the property as they wondered if they could develop this space into a driveway. All our telephone calls are recorded for training and monitoring purposes, after listening to the actual call, you advised our Agent that the “chipped part is mine”, having checked the title plan, We can see that this portion of ground does not belong to your property. There was no mention as to what creating a driveway might cost as suggested in your email (we provided this client a copy of the telephone recording and a copy of the title plan for evidence of this). Our Agent was aware there was a parking space included in the title of the property but diligently wanted to specify which car park as there is a car park across the street and also one to the right of the building. He also wanted to explain fully to the viewer exactly what car space belonged to your property.Customer Comments.I was told I had received a "written offer" from a Mrs *****. My solicitor received no offer so we are unsure as to what Donald Ross considers a "written offer" as both my solicitor and the estate agent I have moved my property too are unable to understand or even hazard a guess as to why a "written offer" would not be passed on to my solicitor.My property was viewed again after the "written offer" had been submitted. Both my solicitor and the estate agent I have moved my property too have stated on no circumstances should this have been allowed to happen and that I should have be advised to this affect.Donald Ross Response.We did advise you that we had received a written offer, but as the potential purchaser requested to see the property for a second time immediately after submitting the written offer, we would not be passing this offer to your solicitor as this condition of offer would have to be purified before we would process the offer and pass it to you and your solicitor. Meanwhile we continued to market the property and seek out other potential buyers. It is Donald Ross Residential’s policy that once a written offer is submitted and accepted the Purchasers cannot revisit the property until the legal missives are concluded, unless we are instructed differently by our Client.Customer Comments.I was told this viewing would take place on Saturday 15th January however when I called the office on Saturday evening there was no note of the visit.Donald Ross Response.Unfortunately the viewer could not make the viewing on the Saturday the 15th of January but they were able to attend the second viewing on Tuesday the 18th of January. Throughout this period the property was continuously marketed. Customer Comments.Between 13.55 on Tuesday 18th January and 14.00 on Wednesday 19th I attempted to telephone Ayr office on 8 separate occasions before getting through to be informed that there was no response to voicemail left for potential buyer to confirm offer. There was no option to leave voicemail as call would simply disconnect after a period of ringing. I can only imagine the personal looking to confirm or withdraw offer would have the same issue I had. I also wonder how many potential buyers looked else where when attempting to get through to book an appointment.Prior to eventually getting through I telephoned the Kilmarnock office to confirm there wasn't some sort of issue with the Ayr telephone lines. I was informed no and was told how busy the office was and how many properties they had "on" just now. To be brutally frank this is not my problem as I am paying for service that simply has not being provided. Until the last 24 hours I had been willing to overlook the poor service however when the absolute basics of not being able to get through via telephone is not being provided then its simply not good enough.Donald Ross Response.At Donald Ross we have three separate telephone numbers, one for each branch. However our incoming telephone calls are answerable in all our branches concurrently. When a client calls any of the telephone numbers, all of the phones within our three branches ring. We had the system specifically designed to have 18 available lines for inbound and outbound calling. At any one time we have 14 staff throughout our branches who could be on a call at the same time but with 18 lines there is no possibility that a call could go unanswered unless at that specific time all our advisors were on calls, but that is highly unlikely. At that time we had 14 members of staff in our offices with an additional four lines available. We have asked our telecoms engineer to look into that time to see if a call was not answered 8 times and why. Yes, we are handing a huge amount of inbound calls due to the current market but we have a specifically designed telecoms system and sufficient staff levels to ensure this sort of thing does not happen. But thank you for bringing this to our attention.Customer Comments.I contact you to raise this complaint and request a refund of the monies paid given the service offered has not been provided. The frustration of having to make additional mortgages payments on my property whilst this poor service has played out is unfair enough without paying a fee for a service that has not been provided. I was also ask if there is an independent body that regulates estate agents and what there contact details are?Donald Ross Response.The property was placed on the market on the 15th of December. We received an offer on the 12th of January which you were willing to accept. Within 28 days we produced an offer and given that so much of this time is taken up by the Christmas and New Year’s holidays we feel that we have performed extremely well. There has been no additional mortgage payments made during this period outwith the norm that are a result of your opinion of poor service.Customer Comments.I am yet to receive even an apology for the service and have taken my case to the ombudsman. Donald Ross Response.We are sorry that you feel your experience was not that of the same high standard as so many of our valued clients who recommend Donald Ross to family and friends have become accustomed to. We take all your comments on board and where there are lessons to be learned from this experience we will be sure to do so.We have provided this client the details of The Property Ombudsman and welcome any investigation into our service.
★★★★★ 5/5
TrustpilotI had the pleasure of dealing with Donald Ross …
I had the pleasure of dealing with Donald Ross when selling my home . They explained everything thoroughly and kept me up to date every step of the way until the sale. I’m so happy I chose them and big shout out to Will and Maureen, so lovely and professional. I would recommend Donald Ross 100 percent. Many thanks and been a pleasure .
Ms · 13 March 2025
★★★★★ 5/5
TrustpilotSelling with Donald Ross
I have recently sold 2 properties using Donald Ross and found the service they provided to be impressive from start through to completion. James's knowledge of the local property market is exceptional, allowing him to provide a realistic and achievable valuation. Maureen and Tracey were both excellent in arranging viewings and keeping me informed of developments throughout the whole process. I would not hesitate to use Donald Ross again or recommend them to anyone looking for a friendly and professional service.
Tracy · 17 March 2021
Agent replied · 25 October 2024
Thanks Tracy, it was our pleasure!
★★★★★ 1/5
TrustpilotThis agency should be avoided at all…
This agency should be avoided at all costs if you want to sell your house. They are unhelpful in the extreme, staff are disinterested once they have your money and the director Ms Miller is the most arrogant woman I've ever had the misfortune of meeting. She appears to have delusions of being business woman of the year when in fact her little company can't even do the basics right.Edited in reply to Donald Ross: It's funny how only bad reviews are questioned by you. Do you only allow good ones?
Vendor · 22 February 2021
Agent replied · 25 October 2024
We do not believe this to be a legitimate review. We have asked Trustpilot to investigate this review.As you will see , some of our reviews are organic and others are by invitation.We do not wish to sensor reviews, only to learn from them and improve the client experience.We would be very grateful if you could provide further details of your experience as a customer. If you do not wish to discuss on this platform please email office@donaldross.co.uk
★★★★★ 3/5
TrustpilotClaire Rowallan
Claire Rowallan was my main point of contact and I cannot recommend her highly enough. She gets 5+ stars from me as she offers exceptional personal service and goes above and beyond her actual role to make deals happen for people. She is extremely efficient and pays huge attention to detail. It’s very refreshing and makes the whole process and awful lot more pleasant. Maureen in the office was efficient and kept me informed at all times too.
Liz · 16 March 2021
Agent replied · 25 October 2024
Hi Liz, Thank you so much for the review although we are sorry we did not score more than 3/5. We will continue to review our service and strive to do better.
★★★★★ 5/5
GoogleWe recently sold our property with Donald Ross. We couldn’t have been happier with the service we received from start to finish. Callum Gott came out to value our property and provided in depth knowledge surrounding the process and the current market value around our area. He was very pleasant and friendly and was always available via email or telephone. The sales process was made so simple and we were kept up to date every step of the way, our house sold within a week above home report value. Callum also offered advice on our onward purchase leading to a successful offer at closing. Thank you so much again to everyone within the Kilmarnock office would highly recommend Donald Ross.
Robbie · 24 August 2024
Agent replied · 23 October 2024
Thank you very much for your 5 star review it means so much to Callum and the rest of the team here at Donald Ross to get such glowing feedback thank you for choosing us to help you through this process.
★★★★★ 5/5
TrustpilotWe had a great experience with Donald…
We had a great experience with Donald Ross! They were very responsive throughout the process and extremely helpful! A special mention to Elle, she was absolutely lovely, super helpful, and able to answer all our questions with ease. Her knowledge and friendly approach made the whole experience even better. Would definitely recommend!
Abby · 4 February 2025
★★★★★ 5/5
GoogleCallum provided a fantastic service and was supportive throughout the entire process. Not only did he provide excellent advice but he was responsive to all our questions and queries as first-time sellers but he and Naomi provided endless advice and signposting while we purchased our new property. Callum and Naomi from Donald Ross made our experience really positive. We are really grateful.
Lynne · 1 April 2025
Agent replied · 8 May 2025
We are delighted that you had such a positive experience, thank you for the glowing review.
★★★★★ 5/5
TrustpilotDelighted with my Donald Ross buying…
Delighted with my Donald Ross buying and selling experience. Gavin was extremely helpful when selling my flat and even after the sale fell through, (through no fault of Donald Ross) - i was quickly back on the market and had sold again in just a matter of days. Definitely a stress free experience and I would certainly recommend Gavin and the Donald Ross team to anyone.
Nicola · 16 March 2021
Agent replied · 25 October 2024
Thank you Nicola
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
