Every review we hold for the Hornchurch office, from every platform, shown as written. First names only.
★★★★★ 1/5
GoogleI had a very bad experience with them specifically with Sophie.
I went to view a property which the price on the market was £230.000-£240.000
Okay I did view the flat and I give offer of £228.000 an then the offer was rejected and then I give £ 233.000 and then Sophie give me a call a she said if you offer 235.000 the flat with be yours and I said to her if not do not come back and ask for more because that’s the maximum we can offer so me and my partner decided to give what she asked for once I call her I said okay we offer £235.000 she said I will call you back it was Friday,
I did wait wait wait but she never called me back so I called her and one of her colleagues said she will call you back.she didn’t
I called back again on Saturday and I been told she will call me back.she didn’t
I called her on Monday and she finally answer saying that the offer is rejected again because the owner needs maximum price which was £ 240.000but actually on Friday she forgot that se said offer £235.000 and the flat is yours,anyway .
I said to her okay we can’t make it.
After 1 hour this lovely and professional Sophie called me back saying that she did her best and now the offer is again accepted ,congratulations
Then straight away she asked me via email for more details and to instruct the solicitor in 48 hours and I did.
My broker was working on the case and I paid the solicitor 300£ to start his job.
So all seems to be okay when one beautiful Friday this clever lady give give me a call back saying that the offer is again rejected because somebody offered more So your offer is rejected. I was very surprised and shocked too because I thought she’s called me to ask me any further information because we already start everything and the offer was finally accepted but then four days later she didn’t feel ashamed to tell me that they give it to somebody else and I told her what if two weeks later I come back saying that I will offer more than the person would you tell him that? Sorry we don’t care that you have starts all the procedures to buy this flat but now we’re gonna go give it to her because she gave more .
She is very unprofessional and I said to her I don’t care about the flat because there is plenty of flats around as long as I’ve got the money and the right to buy. I can buy it even better than that but what I cared is the way she played with us without feeling a shame and without even saying sorry because we already paid £300 solicitor and the broker was working hard with the banks and with the papers for 3-4 days. Please be careful they not professional . after that, I called a few other agencies which I viewed a few flats with them and I did like as well to ask them if the flats are still available and they said sorry somebody already gave an offer and I asked them can I not give me more than they gave so the offer will be not accepted? They said sorry once somebody’s offer is accepted we can’t take any other offer so SOPYE when an offer is made and accepted you cannot give it to somebody else.
Also I had a call few weeks after threading me if I don’t remove the review, she will send me to the court 😂can you imagine
Sophie is trying to stop people living bad reviews people you only allowed to write good reviews that the new rules in UK
Xhuli · 27 November 2024
★★★★★ 5/5
GoogleSophie is a complete star and a breath of fresh air compared to other estate agents we have used. Her persistence and dedication to our sale really paid dividends and we saw an uptake in interest immediately. The modern approach to marketing using social media and professional photography is refreshing and Sophie remained our contact throughout the process. We can't recommend Sophie and Lux Homes highly enough and would definitely use them again.
Maria · 25 July 2023
Agent replied · 19 June 2024
Thank you for this glowing review! We're thrilled to hear about your positive experience with Sophie and Lux Homes. We pride ourselves on our modern approach to real estate and it's wonderful to know that our efforts are making a difference for our clients. Sophie will be pleased to hear how much you appreciated her dedication and persistence. We look forward to the opportunity to work with you again in the future. Thank you for your high recommendation!
★★★★★ 5/5
GoogleIt was a pleasure working with Sophie at the Hornchurch Branch of Lux Homes, who was compassionate to our circumstances and professional throughout the process, taking the lead in viewings and negotiations. We would have no hesitation in recommending Lux Homes Estate Agents and in particular Sophie, thank you for your excellent service throughout. Joanne, Julia, Tony
Joanne · 20 April 2024
Agent replied · 19 June 2024
Thank you so much for the review, Joanne, Julia, and Tony! We're so pleased to hear about your positive experience with Sophie at our Hornchurch Branch and will of course pass your comments onto her. We appreciate your recommendation and look forward to assisting you again in the future should you ever need our services. Thanks again.
★★★★★ 5/5
GoogleWe contacted the estate agency when we needed a flat to rent at Romford. We were put in touch with Jack. Jack was kind enough to take a detailed account of what we needed and accommodated us for a viewing just the next day. He was always polite, approachable and answered all our queries. I recommend this agency and its people for the customer service and sheer professionalism they exhibit.
Charlton · 20 June 2023
Agent replied · 19 June 2024
We really appreciate you taking the time to leave us a review Charlton. Great to hear that you delighted with the service you received from Jack and Lux Homes. Pleased we were able to assist you with your Romford flat search.
★★★★★ 1/5
GoogleIf you are going to advertise a property then you should allow people to view the property the same people that had booked on the same day the property went live, To be told it was fully booked is quite not understandable. I booked a viewing on Property went up Thursday 17:05pm. I sent a viewing request at 17:22pm i called today Monday to find out why i have not been called back only to be told that its under offer. How is that possible if i didn't even get to view the property? Next time its better to just drop a letter into the door as estate agents take sellers for a ride and buyers for a ride. This was just ridiculous. I am assuming this particular estate agents had special customers they look out for rather then first come first serve, Absolute disgusting behaviour.
Update -
Received a call from a women from Lux Homes asking me why i left such a review, She spent literally 10mins and 20seconds arguing with me on why i left a such a review which is 100% accurate based on my experience and my opinion. I don't understand that after leaving a review why do i need to be contacted by the company to be harassed or to justify myself about the review.
It was my experience it was my opinion that should be the end of it. To try to bully and say we will remove you of the search list someone will leave a bad review on your business and then you will deserve it all this petty little things. The way this women spoke there is no need of this, I have no time to argue about this there are plenty of estate agents out there who follow the rules. I don't even want to get into what was said but just be careful who you deal with at this estate agent.NegativeResponsiveness, Quality, Professionalism
GBPRL · 20 June 2022
Agent replied · 25 October 2024
We're sorry you feel that way however are call records clearly shows that there were 2 attempts to contact you to arrange a viewing which would be a considered a fair and reasonable attempt to contact you so to say that you weren't contacted is simply untrue. My colleague left a voicemail for you on the 2nd attempt to which you failed to return the call until Monday. In between Friday and Monday we had several viewings and an offer was accepted per our sellers request. In a fast moving market properties do move quickly you would therefore need to move quickly and respond promptly. Unfortunately you seem to have an entitled attitude with the expectation that all estate agents should be at your beck and call for viewings. We do not have "special customers" and to assume this without any basis or fact speaks to the illogical nature of your review - as is demonstrated above you were given a fair chance to view. Given the fact you were dissatisfied with the outcome the general manager contacted you to see how we could resolve this for you and attempt to get you booked into other properties however you were rude and aggressive as per the nature of your review and she advised we wouldn't be able to work with you further with this conduct. All the best.
★★★★★ 5/5
GoogleSaskia Harris was amazing looking after us when selling our property. Through a tough sale process she worked really hard for us pushing all parties involved. We went with three agents in the area when selling our property but would definitely recommend Saskia and the Lux team over anyone else. They definitely made it more personal which made such a difference.
Ross · 22 December 2023
Agent replied · 19 June 2024
Thank you so much for your review! We're thrilled to hear that Saskia and the Lux team were able to provide a personable and efficient service throughout your property sale. Your recommendation means a lot to us. Thanks again for choosing Lux, and we hope to work with you again in the future!
★★★★★ 5/5
GoogleAlex was incredibly helpful and responsive throughout the house sale process, there was never any question too small or inconsequential for him to respond to in a cheery and informative manner. We'd struggled to sell our property through a different agent and on meeting Alex, we understood why. He took a genuine interest in the sale of the property, was pragmatic and honest regarding the market (selling a maisonette during a pandemic is not easy) and with some top notch photography, was able to position the house really well. We can't rate Alex and the team any more highly, they were fantastic and we loved working with them, and absolutely recommend them.PositiveResponsiveness, Quality, Professionalism
Therese · 20 June 2021
Agent replied · 19 June 2024
Thank you for taking the time to review us and your lovely words. It was a pleasure to work with you and wish you all the best in your new home.
★★★★★ 5/5
GoogleAlex Staley of Lux Homes acted very professionally throughout the process of listing our property for sale and liaising with viewers. And of course achieving the sale of our property. Would recommend Lux Homes having already used the company previously.PositiveResponsiveness, Quality, Professionalism, Value
Kevin · 9 August 2024
Agent replied · 23 August 2024
Thank you so much for your continued trust in Lux Homes and for your positive comments about Alex's professionalism. We're delighted to hear that Alex provided the support you needed throughout the process, from listing your property to securing the sale. Your recommendation means the world to us, especially as a returning client, and we’re grateful to have been able to assist you once again.
If there’s anything else we can do for you in the future, please don’t hesitate to reach out. Thanks again for choosing Lux Homes!
★★★★★ 5/5
GoogleI chose Lux Homes purely on their reviews. They exceeded my every expecation in all areas. Alex Staley and his team give 110% customer service and if I could would give them a 10* review.
Thank you all so much.
Cable · 25 September 2024
Agent replied · 25 October 2024
Thank you for your outstanding review of Lux Homes. Alex Staley and the team will be delighted to hear your feedback and we will pass your comments onto them. Your mention of 110% customer service and wishing you could give a 10-star review is extremely gratifying - it's exactly the level of satisfaction we aim for with every client. Should you ever need any further assistance we'd be more than happy to help.
★★★★★ 5/5
GoogleI recently completed the sale of my property which took much longer than expected but throughout the process the customer service I received was excellent. I would particularly like to thank Daisy who called me every week keeping me fully updated and reassured. It was a real pleasure dealing with her and I would highly recommend Lux Homes.
Julie · 20 June 2023
Agent replied · 19 June 2024
Thank you for sharing your positive feedback about your recent experience with Lux Homes. We are delighted to hear that you received excellent customer service throughout the sale of your property, and that Daisy in particular was able to provide you with regular updates and reassurance.
★★★★★ 5/5
GoogleAs first time buyers, unsure as to what was involved Sophie was on it. She took us from from our offer being accepted to completion just 2 months later.
Matt · 13 December 2024
Agent replied · 27 December 2024
Thank you for sharing your positive experience with us, Matt! We are delighted that Sophie was able to assist you in such a quick turnaround on your property purchase. We wish you all the best in your new property, and if you need our services again in the future we'd be more than happy to assist. Thank again for choosing Lux homes.
★★★★★ 1/5
GoogleIf you have special requirements do not use this estate agent. I have a disabled daughter and so am looking for a home that meets her needs. When I tried to book a viewing I was told by Sophie at the Hornchurch branch that I had viewed a number of properties. I was unaware there was a limit on the number of properties a buyer can view. Very unhelpful and uninformed of the needs of disabled customers. Avoid this disabled unfriendly estate agent.
Lux senior managers - I find the reply posted by your branch manager in Hornchurch both defamatory and discriminatory. I object being referred to as a ‘time waster’ because I visited more than the allowed quota of houses. This is because I need to ascertain whether the properties could accommodate the adaptions my daughter needs such as a wet room, ramps etc. I think there is a real need for your staff to receive training around disability as Sophie seems to think that having a employee with a disabled relative means Lux homes are knowledgable with regards the needs of disabled people. They are not all the same, with each person having their own unique. Needs. I do hope staff receive the necessary training so that your disabled customers receive the same quality service as your able bodied customers. I have shared my experience of Lux homes with local disability forums to help others avoid having the same experience that I have had and urge you to address this.
Shirley · 17 August 2024
Agent replied · 23 August 2024
Hi Shirley thanks for your feedback and we can only apologise if you feel aggrieved in any way however we do take discrimination claims seriously so would like to address the points in your review. To clarify we cater for everyone here at Lux Homes so it's disappointing that you feel that way. For context, you have been viewing with us since 2020 and have had 8 viewings with us so to insinuate that we discriminate is simply not true. We have worked with many disabled customers and one of the business owners has a disabled wife so we really don't appreciate inaccurate statements. Unfortunately you have failed to provide us with some feedback after viewings which would help us to narrow down your search and each property you have viewed has been vastly different from one another and therefore we can't keep booking you into properties without getting a better understanding of your search criteria. This is not only a waste of our time but our sellers time. We also do have people that just want to view properties without any intention of buying. Additionally for security reasons we do have to follow our protocols - one of those being that if you fail to get in contact us with after a viewing or multiple viewings we reserve the right to categorise you as an "unserious buyer" and a potential security risk entering other people's homes. If you do wish to discuss your property requirements in more detail we would be more than happy to help so please do not hesitate to get back in touch with us. All the best!
Further to your update on your review - you have failed to address the points made that you have not come back to us after each viewing despite follow up calls to assess your needs that you mentioned. As stated above we reserve the right to categorise you as an "unserious buyer" and a potential security risk entering other people's homes should we suspect suspicious behaviour. Booking multiple viewings and not returning calls afterwards would fall into the category. This is not just for disabled customers this is our policy overall. We have no issue showing multiple properties however when we've spent a lot of our time showing you properties the least you could do is respond to calls and emails for feedback. Again please feel free to get back in touch with us if you wish to discuss your property needs in more detail on 01708 983444.
★★★★★ 5/5
GoogleWhat can I say. Sophie was one of the nicest people I had the pleasure of meeting, helping me through this difficult time in my life moving from my beautiful home, she went out of her way to make sure that I felt comfortable throughout the process. I would highly recommend Sophie and the Lux team to anyone who wants a five star service.PositiveResponsiveness, Quality, Professionalism, Value
Jennifer · 24 August 2021
Agent replied · 19 June 2024
Hi Jennifer, thank you so much for the positive rating and kind words. Were so happy to hear that you had a 5 star experience with Lux Homes and the feedback means a lot to Sophie.
★★★★★ 5/5
GoogleWe had Brought our First Home in Hornchurch by Lux Home . I can honestly say Sophie was amazing from beginning to end . very reliable and Easy to Communicate .
Viral · 17 August 2024
Agent replied · 25 October 2024
Thank you for sharing your experience with us Viral! We're thrilled to hear that Sophie provided excellent service. We strive to make the home buying process smooth and enjoyable for our customers. If you ever need anything in the future, feel free to reach out. Welcome to your new home!
★★★★★ 5/5
GoogleGreat, quality service from beginning to end.
Sophie was always on hand, gave us regular updates, and was always chasing all parties.
Highly recommended.
Abi · 18 November 2024
Agent replied · 23 November 2024
Thank you for your wonderful feedback of Lux Homes, Abi! We're so pleased to hear about your positive experience with Sophie. It's great to know that she provided consistent communication and stayed proactive throughout the process. Thanks again for taking the time to share your experience and for the recommendation!
★★★★★ 5/5
GoogleSophie was absolutely brilliant throughout the process, she went above and beyond for us. Would highly recommend Lux Homes and Sophie for anyone looking to purchase or sell their home!
Mishaal · 24 July 2024
Agent replied · 23 August 2024
Thanks for taking the time to leave your review Mishaal. We are very pleased to hear that you delighted with the service you received from Sophie and we appreciate your recommendation.
★★★★★ 5/5
GoogleThey made everything possible when I actually gave up all hope, it’s a bit of a long story but this agent bent over backwards to make sure I bought the property I was interested in. They are very good because they have that attitude called (never give up) and they have lived up to that name because my house purchase was completed today (23/11/2022) if it wasn’t for their actions during the last few months…. I would not have been the owner of that said property. So thank you very much indeed, particular thanks to Alex S and Daisy who worked very hard to help me buy the property,
Sid · 20 June 2023
★★★★★ 5/5
GoogleVery pleased with the service received from Sophie nothing was too much trouble and the key for us was communication. Sophie kept in contact throughout the sale process
Debra · 24 July 2024
Agent replied · 23 August 2024
Thank you for your feedback Debra. It's fantastic to know that you found the whole process with Lux Homes a great one, and that the communication from Sophie throughout the whole process was helpful. Should you ever require our services again in the future it would be a pleasure to be able to assist.
★★★★★ 5/5
GoogleThe property that I purchased was sold by Lux Homes
Sophie Andrews at Lux helped me all the way through the transaction. She supported me with communications between solicitors as well as between me and the seller and made a very stressful situation less stressful. I wouldn’t normally expect that level of service from the estate agent post sale. Thank you Sophie.PositiveResponsiveness, Professionalism
Julie · 20 June 2021
Agent replied · 19 June 2024
Thank you so much Julie for your review, we are pleased to hear you received an amazing service from Sophie. Wishing you all the best in your new home
★★★★★ 5/5
GoogleThanks Sophie at Lux homes been 5 🌟 from start to finish, always there to answer any of my questions, will definitely use them again in the future 🥳🥳🥳 …
Stephen · 12 June 2024
Agent replied · 23 August 2024
Thank you so much for your review of Lux Homes Stephen! We're delighted to hear about your positive experience working with Sophie. We will for sure pass your comments onto her. We look forward to assisting you again in the future for any property needs you may have.
★★★★★ 5/5
GoogleI used Lux Homes for the sale of two properties. They are professional and helpful and replied to all queries in a timely manner. I would highly recommend this local firm and Alex Glover is the best agent I have ever used. I have and would recommend them. Well done Lux Homes and thank you for everything xPositiveResponsiveness, Quality, Professionalism, Value
Donna · 24 August 2021
Agent replied · 19 June 2024
Hi Donna! Thank you so much for this 5 star review. We really appreciate you being a customer of Lux Homes and sharing the word about us. We’re here for you anytime!
★★★★★ 5/5
GoogleAmazing experience start to finish. Sophie was brilliant at keeping us informed and making sure everything went through with minimal stress.
Akash · 11 October 2024
Agent replied · 25 October 2024
Thank you for your wonderful feedback Akash. We're delighted to hear that Sophie provided such excellent service throughout your experience. Our team aims to ensure a smooth and stress-free process for all our clients, and it's gratifying to know we succeeded in your case. We appreciate you taking the time to share your thoughts and look forward to serving you again in the future.
★★★★★ 5/5
GoogleSophie impressed from the start with her professionalism and enthusiasm. Always available to us and constantly working to get the job done. Highly recommended. Thanks Sophie.
Horatio · 24 June 2024
Agent replied · 23 August 2024
Thank you so much for your feedback! We're thrilled to hear that you are very satisfied with the service you received from Sophie. Please do not hesitate to reach out if you need any more assistance in the future.
★★★★★ 5/5
GoogleWe had a fantastic experience working with Sophie at Lux. She was highly professional, efficient, and always willing to go the extra mile, stepping in to keep things moving smoothly and helped speed up the process. Her support and guidance throughout made all the difference, and we truly appreciate her dedication. Highly recommended!
Anjala · 26 April 2025
Agent replied · 13 June 2025
W really appreciate you sharing your feedback with us, Anjala. It’s great to hear Sophie was such a strong support throughout and helped keep things moving. We’ll make sure she sees your feedback. Thanks again for taking the time to write this review, and for choosing Lux Homes for purchasing your new home!
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