Every review we hold for the Kilmarnock office, from every platform, shown as written. First names only.
★★★★★ 5/5
GoogleWe recently sold our property with Donald Ross and we were delighted to be able to accept an offer within a week.
The service that we received was first class and we would highly recommend Donald Ross.
At the start of the process, Callum Gott came to our home to conduct a market appraisal and valuation. Callum's help and assistance from this meeting right through to when the home was sold was fantastic and invaluable. Additionally Adam Reid completed the negotiations for our sale and he was also very helpful and done a great job.
We spoke to many of the team members at Donald Ross over the phone and can't thank them enough for all of their help.
Marc · 11 October 2025
Agent replied · 11 October 2026
Thank you for your wonderful review we are delighted that you thought we were first class. Much appreciated!
★★★★★ 5/5
GoogleDonald Ross have been great from start to finish
From marketing to it being sold in less than 2weeks.
All team members have been great keeping us up to date on everything.
Keep up the good work!
ROSALIND · 11 September 2026
Agent replied · 11 October 2026
Thank you so much, Rosalind, for taking the time to leave this lovely review. We're delighted your sale went so smoothly and that you were happy with the service you received. We wish you all the very best with your move and every happiness in your new home.
★★★★★ 5/5
TrustpilotExcellent service from start to finish
Excellent service from start to finish. Jacqueline is so friendly and accommodating, highly recommend. Thank you
LB · 10 October 2026
★★★★★ 1/5
TrustpilotI'm afraid I cannot recommend
We were genuinely interested in one of their rental properties and were considering moving forward with the application process.
We were informed that physical viewings are not conducted and that they do virtual tours only. We had a follow-up question, as it was important for us to understand how it would work before deciding how to proceed. We never received any response though.
This lack of communication is a significant red flag, and we decided that we didn’t want to proceed as tenants (with this or other properties) or to work with this agency in a landlord capacity.
From a property owner’s perspective, this kind of unresponsiveness to a basic clarification raises concerns about how reliably and transparently the agency manages communication and enquiries from potential tenants.
Customer · 21 June 2026
★★★★★ 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.
★★★★★ 4/5
TrustpilotWe have used Donald Ross to sell and…
We have used Donald Ross to sell and buy properties over the last few years always find the to be very professional and helpful.
However we bought a house this time through Donald Ross in Ayr we picked up our keys to the new house and was given a nice gesture of money off at the tree house we went and presented the voucher and was told it was out of date and could not be used this was on 17th May 2026 and we only got voucher on the 15th May but voucher date was April fined this very embarrassing and not very good attention to detail from the staff at Donald Ross. You need to make sure that if your giving people something that’s it in date to use. Regards Andrew & Mary
Andrew · 23 May 2026
★★★★★ 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.
★★★★★ 5/5
GoogleDelighted to recommend and express my thanks to Callum Gott and the team at Donald Ross in Kilmarnock. We were apprehensive given last home sale 28 years ago. From the outset Callum proved he was an asset to Donald Ross, professional throughout the sale process as were each of the others in the team.
David · 11 October 2024
Agent replied · 11 October 2026
Thank you for your generous comments. We’re honoured you chose Donald Ross for such an important move, and we’re pleased Callum and the team provided the reassurance and professionalism you deserved at every stage.
★★★★★ 5/5
GoogleCalum and Naomi provide a fantastic personable service. They bent over backwards to make sure both buying and selling clients were kept in the loop . Both of them are patient and understanding and I would recommend them for buying and selling properties in Ayrshire .
Euan · 11 April 2026
Agent replied · 11 October 2026
Thank you for your review of the team 😃 …
★★★★★ 5/5
TrustpilotWhere do I start?
Our first meeting with Will was an amazing experience, he put at at ease with his honest and practical advice on how to go about the process of moving home.
We signed up with him straight away and are so glad we made this decision. Our house went on the market on Thursday and eight days later it was sold.
The whole team at Donald Ross work together to sell your home but Will and Maureen were exceptional and cant thank them enough. They kept us updated and advised us on a daily basis on our progress.
We would highly recommend Donald Ross to anyone buying or selling their home.
Paul · 9 August 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
GoogleWe recently used Donald Ross to sell our property. The service we received from everyone involved, from start to finish, was excellent. We were kept fully informed at every stage of the process. Our house sold so quickly. Would highly recommend.
Margaret · 11 April 2026
Agent replied · 11 October 2026
It was a pleasure to be of service to you, it is much appreciated that you took the time to review our service, thank you for choosing the Donald Ross Team to support you in your sale.
★★★★★ 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
GoogleNaomi has been absolutely amazing at every stage of our sale and kept us well informed through the whole process. Selling can be such a stressful process and we always felt we were in good hands with Naomi, thank you.
Helen · 11 October 2024
Agent replied · 11 October 2026
Thank you for your thoughtful review. We understand how demanding the selling process can be, and we’re delighted Naomi provided the professionalism and reassurance you deserved throughout.
★★★★★ 5/5
TrustpilotVery professional, efficient Business
I have been renting out a flat in Ayrshire for 14 years or so. My early experiences of Letting Agents were very disappointing, to say the least. Luckily I'm now with Donald Ross and the difference is amazing. Tenants bring their problems of course but my Agents deal quickly and efficiently. I like the fact that I'm normally dealing with one person - Fiona Hunter. I've seen other reviews, warmly mentioning her. I agree. She has clearly gone the extra mile to ensure that the right tenant is going into the right environment. This has resulted in a happy tenant and a smooth tenancy so far (touch wood). Well done and many thanks.
Mark · 18 March 2021
Agent replied · 25 October 2024
Thank you Mark.
★★★★★ 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
GoogleDonald Ross have been amazing both selling our property and with assisting us to find a house and getting an offer accepted. Rachel in particular has been so helpful. She has always kept us up to date and communication has been excellent. Would highly recommend to anyone looking for an estate agent in Ayrshire.
Kirstine · 8 October 2025
Agent replied · 11 October 2026
Thank you very much for your kind review. We’re delighted to hear that you had such a positive experience with both the sale of your property and finding your new home. On behalf of the whole team at Donald Ross, we wish you every happiness in your new home and all the best for the future.
★★★★★ 5/5
GoogleDonald Ross have provided a top notch service on the sale of our property, the who process has been seamless!
Dave · 11 July 2026
Agent replied · 11 October 2026
Thank you for your fantastic review.
We're delighted to hear you were so pleased with the service you received from Donald Ross Estate Agents. Making the house selling process as seamless and stress-free as possible is exactly what we aim for, so it's great to know we delivered that for you.
Thank you for trusting us with the sale of your property, and we wish you every success in your new home.
★★★★★ 5/5
GoogleThese guys and gals sold my property last year. From the very start they made the whole process easy. The standard of service was first class. Communication 5 star, photography 5 star, valuation excellent. I wouldn’t hesitate recommending Donal Ross Kilmarnock for their expertise, professional and costs. My property sold within ten days.
Bryan · 11 October 2025
Agent replied · 11 October 2026
Thank you Bryan your review is appreciated by the whole team here, we were delighted to be of service to you.
★★★★★ 5/5
GoogleDonald Ross handled the sale of our house profiently and very Helpfully. Staff always ready to assist and help
William · 11 July 2026
Agent replied · 11 October 2026
Thank you for taking the time to leave us such a lovely review.
We're so pleased to hear you had a positive experience selling your home with Donald Ross Estate Agents. Our team works hard to make the whole process as straightforward as possible, so it's great to know you found everyone helpful and always willing to assist.
Thank you for choosing Donald Ross to handle the sale of your property. We really appreciate your support and wish you all the very best for the future.
★★★★★ 5/5
TrustpilotAbsolutely incredible effort.
Absolutely incredible effort from the staff at Donald Ross Residential. Couldn't be any more welcoming & helpful. A friend from my work pointed me in their direction and we weren't disappointed at all !!
Thanks again guys.
John · 7 October 2026
★★★★★ 5/5
GoogleWe have just sold our house with Donald Ross within a week of it hitting the market. I felt I had to write this review to give credit to a very professional hard-working team within the Kilmarnock branch. From the first meeting to the last they have been exceptional. They are always at the end of the phone to answer any questions you have and support you throughout your full journey providing expert advice. Im so glad we chose to go with Donald Ross they have been first class (the media team and photographers are also amazing in showcasing your home). You wont be disappointed!! Barry G
TheGibster1000 · 11 October 2024
Agent replied · 11 October 2026
Thank you for your exceptional feedback, Barry. We’re delighted to have delivered a first-class experience and such a strong outcome in a short timeframe. Your recognition of the team’s professionalism and our marketing approach is greatly appreciated, it was a privilege to act on your behalf.
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