Trusted Agent profile · London
★★★★★
684 reviews across 2 platforms
66-68 Shepherds Bush Road, London, W6 7PH
Barnard Marcus Lettings's office in London, at 66-68 Shepherds Bush Road, is rated 3.0 out of 5 across 684 reviews on two platforms, including 196 Google reviews rated 4.4.
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Every review we hold for the London office, from every platform, shown as written. First names only.
1/5
TrustpilotWorst renting experience
I had the worst renting experience in London with this agency. They asked us to move out of the property without providing the required two months’ notice. When we requested the notice, the branch manager Andreja refused. He also showed up at the property in an unfriendly and unprofessional manner. The property management team is also lack of communication.
4/5
TrustpilotBarnard Marcus, Mitcham
I have just sold a house in Pollards Hill, Mitcham, and thanks to Barnard Marcus I got more or less the price that I wanted and a relatively straightforward sale.I can't thank Ali and his team enough... They proved themselves very proactive, stepping in to negotiate sales terms at crucial stages and ensuring that every step of the process was efficient.The house received offers almost straightaway and the eventual buyer was found within 6 weeks as we were adamant that the sale price should be the asking price.
1/5
TrustpilotWorst All round Service Ever Experience
We began the process of purchasing our first property in Aug. 2019. We were hesitant because of the unprofessional Barnard Marcus Estate Agent but prepared to look past this. Then the brand new property had a flood. The BM Estate Agent ensured that the necessary fixes will be made. We wanted to utilise the Help2Buy Scheme before it expired so we payed the £500 refundable reservation fee and the £650 to begin the Barnard Marcus buying process fee. A month later the leak wasn't sorted and we wanted to back out of this process as the Service provided by Barnard Marcus Epsom Branch was further declining! None of the surrounding properties were sold and the Estate Agent, was not responding to emails/calls. Then the Barnard Marcus Mortgage Broker resigned without notifying us and all of our records no longer existed! We contacted the CLC Lawyers, recommended by Barnard Marcus, who told us they couldn't assist us as are not purchasing the building. It is almost Feb 2020 and nothing is resolved, we haven't received our money back or even a returned phone call/email, we have been into the branch numerous times with no resolution. We feel robbed & scammed.
1/5
TrustpilotDisappointing Experience with Wallington Branch
I recently had the unfortunate experience of dealing with Barnard Marcus, specifically their Wallington branch, and feel compelled to express my dissatisfaction with the level of service provided.The most concerning aspect of this experience involved Mark, the lettings manager. My daughter provided all the necessary details about her circumstances, including her strong financial position (offering to pay 6+ months’ rent upfront), the backing of a qualifying guarantor, and a reliable family background. We also outlined her long-term housing plans, emphasising her preference for renting over securing a mortgage due to her personal ethos. This demonstrated her commitment to stability and her suitability as a reliable tenant.Despite these facts, Mark failed to effectively present her profile as a credible, financially solid, and reliable tenant to the landlord. This oversight was both unreasonable and deeply disappointing, as it is a fundamental role of an agent to advocate for strong tenant applications and facilitate a thorough discussion with the landlord.Landlords rely on agencies to guide them in selecting tenants for their properties, trusting that they will receive professional and informed advice. The failure to deliver such a basic service raises the question of why landlords would engage an agency if their role in representing tenants is so poorly executed. If agents cannot provide this level of support and insight, landlords may as well handle tenant selection themselves without paying for agency representation.This experience has revealed a concerning lack of professionalism and competence in handling what should have been a straightforward process. It is disappointing to see such a lapse in service from an established agency like Barnard Marcus, whose reputation should be built on trust, expertise, and delivering value to both landlords and tenants.I hope this feedback encourages the branch to reassess their approach to tenant applications and landlord communication to ensure such situations are avoided in the future. Based on my experience, I would be hesitant to recommend Barnard Marcus to others.
1/5
TrustpilotAbsolutely Unprofessional
Absolutely Unprofessional! Would never recommend.We pulled out of a property due to it having mould, they offered to get some of it taken care of but not all. The property was not in good condition. Fire place broken, lights and curtains broken. No handover to inform us of any of this. Gave us keys before do an inventory check. We gave the keys right back after seeing the mould. Had already paid 5 weeks deposit and 1 months rent in full. Its been nearly 4 weeks without a refund. They have not responded to emails and never contact us, we have to call the office every time. Contacted TDS and was informed to get legal advise. The sad part is most of this could have been processed or received better by means of communication.The Agent was Nana AkotoI woulds advise not to use him or the branch in Elephant & Castle area
5/5
TrustpilotChloe and Barnard Marcus
Chloe was incredibly responsive to texts and emails, staying in touch and tending to details throughout my rental process. She made what can be a difficult process much easier. Would highly recommend her services.
1/5
TrustpilotDon't trust anyone from Barnard Marcus
Don't trust anyone from Barnard Marcus. What they say to you will be very different to the reality. They blamed the tenant (to the landlord concerned) for not giving access to the property for sales viewings; when the reality was their inability to find prospective buyers. They would ring the tenant again and again asking to view the property in 2 hours knowing that was usually unacceptable to most people. And when the tenant said come tomorrow and not in 2 hours, Barnard Marcus said no as there weren't any prospective buyers at all. Do not trust Barnard Marcus.
1/5
TrustpilotAbsolutely Awful individuals
Absolutely Awful individuals. No communication re protocol re moving out no checkout/leaving report received. Nearly a month has passed and no word re the reimbursement of my deposit. Head office are absolutely useless Poppy A in Head Office is useless no response to emails. I’ve had to raise a complaint via the Tenancy Deposit Scheme to get my deposit back.
4/5
GoogleI called to ask about another property to rent however, I was met on the phone by David; he asked me a lot of questions to establish exactly what I was looking for. He knew straight away that the property I enquired about wasn’t for me and recommended I see another which I hadn’t considered. He was spot on! We never would have found our dream home had David not taken to the time to actually ask questions and think about what it was we wanted. Thank you David.
5/5
GoogleI dealt with the team in Barnard Marcus Estate Agents for the first time in November 2018 when I was looking for a one bedroom apartment. From the beginning I found them very easy to deal with and upon walking into them one Saturday I was immediately asked what I was looking for and provided with a few potential places. I eventually found a very nice apartment through David Odzakovic who works there. I found him to be very easy to deal with, he gave clear instructions/advice and was on hand to assist with any queries or issues that I came up against throughout the whole process. I have dealt with him a few times since moving in and he is always very quick to respond to emails or walk in requests. So far after 3 months in my apartment I have had no issues and I couldn't be happier. I also dealt with Andreja there too and he is also very helpful. I would definitely recommend Barnard Marcus Estate Agents to anyone looking to rent.
1/5
Trustpilotholding deposit taken before offer submission, property stayed advertised, deposit retained
The agent told us we had to pay a holding deposit before they would even submit our offer. We paid to proceed, yet the property was never taken off the market and continued to be advertised on Rightmove/Zoopla throughout (dated screenshots available).
5/5
TrustpilotI sold my property in Feltham
I sold my property in Feltham. The guys were fantastic. Constantly kept me updated. Evan dyer went above and beyond for me. I can not praise these people enough. Anyone wanting to sell. Please go with Bernard Marcus.
1/5
TrustpilotI don't even know where to begin this…
I don't even know where to begin this is the worst agency i never seen in my life. The lady called mouna that works in Finchley branch showed use a house in 8 Darcy close N20 we put an offer and the landlord accepted the offer. after 1 months of waiting for them to do the reference we received a call from somebody else in the office telling us the landlord have given the house to his brother which is the lie and mouna she did not have the audacity to tell us what is going on but she sent her colleague to do her dirty work. I now contact another agency that's is advertising the same property and the agency gave me the landlord number. I called the landlord and the landlord told me the same agency Bernard Marcus found somebody for the asking price. What makes me angry is this particular agency took our deposit wasted our time for one month and end of the day they didn't give us a chance to know whether we want to increase our offer or not. Please people don't deal with this agency called BERNARD MARCUS because it's going to be a waste of time. Lucky for us we found a honest guy his name is David that works for SQUARE ESTATES very professional once the landlord accepts our offer everything went fine within one week our reference came out and now we have moved into the property without any problem thank you David for everything. Please people if you want to rent a place contact David he works for SQUARE ESTATES in Finchley.
1/5
TrustpilotJust answer the question!
Despite repeated requests to send me the lease to review (potential leasehold flat purchase) I was just met with silly questions culminating in "which section of the lease would you like to see?". How am I supposed to know what sections there are if I don't have the document? It's no good telling me the service charge pays for the gardener etc. I want to see the legal clauses so I can understand what recourse I have if they don't keep up their end. Why would anyone consider making an offer without having this knowledge? First time considering leasehold, my last email asked for the full document or an admission they don't have it. Silence. Clearly not that interested in selling their client's properties (Epsom branch). Quite stunning.
5/5
GoogleWhat can I say .., I had an incredible service from Andreja the manager and David, his colleague in the lettings department . Everything was smooth and very well organised, they found suitable tenants pretty quickly and they always looked after me, making sure I was satisfied during every step of the process . As a landlord it is important to do business with people which are on the same wavelength as you are and I find the service I received from this branch faultless and very efficient . Highly recommended.
1/5
GoogleAGRESSIVE, HIGH PRESSURE & DIRTY SALES TACTICS. Estate agent Gareth refused to put any offers to vendors without us divulging all financial information their in-house financial advisor. The sales manager Mark also reinforced this policy “for a quick sale”, so we reluctantly obliged. They then created a ‘bidding war’, supposedly with 3+ other bidders - conveniently up to the absolute maximum they know we could afford. They would call us multiple times per day, leaving urgent voicemails pressuring us to increase our bid ASAP, despite us repeatedly saying we could not take calls when working but could respond promptly to emails. Then on a second property we bid on, it was the same again - aggressive high pressure sales tactics, with all inside information re our finances. Barnard Marcus made every step incredibly stressful for the buyer - 5+ calls a day, multiple voicemails, no time to discuss increased bid with partner/ family/ financial advisors etc, and everything had to be confirmed that morning/ afternoon/ by end of day, or else I’d have another 5 urgent voicemails. Thankfully all offers with Barnard Marcus eventually fell though, & we bought our dream property via another estate agent who were fantastic! Would never deal with Barnard Marcus again!
Hello, unfortunately, we have no record of your name being registered with our West Kensington office to put any validity against any of the claims you are making or to even take you through our complaints process. If you have any further information you wish to send to us please do at socialmedia@barnardmarcus.co.uk
1/5
GoogleWest Kensington branch absolutely appalling run by the most unprofessional man. Firstly didn’t inform me at the viewing or anytime afterwards that next door would soon become a complete building site from top to bottom, nor that there was a railway line behind the house. He called me several times to increase the asking price that I had offered. I should have walked away then. We gave notice to leave early due to finding out about the planned building works and the crazy neighbour at the top of the house and paid a hefty fee, despite the fact they had no success with showing and re-letting the flat by the Agent, I myself found suitable tenants. No replies to my emails requesting invoices or a breakdown of the early termination fees I was paying as stated in The Tenancy Act. Once we moved out I did not expect the agent to become uncontactable, gone away to Serbia according to the Landlord, and could not be contacted for weeks on end. His colleagues were unable to help finalise accounts of the money due to be returned after we paid our rent upfront. Nearly four weeks after moving out the agent finally contacted me and sent me correspondence with incorrect sums leading the landlord to chance requesting this miscalculation back. Nearly 6 weeks later and I still haven’t received my full deposit back as agreed. The agent is untrustworthy as is his client who he’s been working with for 15 years. Andreja the agent Is deceitful, dishonest, unregulated, disgusting attitude, money grabbing, the list goes on. Use at your peril. Avoid at all costs!
Hello Sarah, thank you for taking your time to provide our team with feedback. We are sorry to see you are unhappy with the service provided, we did try to help you with your concerns, including the landlord returning advanced paid rent for example. Barnard Marcus do have a complaints team to resolve these sort of disputes and we would recommend speaking to them if you have not been able to sort directly with the branch. If you would like to get in touch with us on socialmedia@barnardmarcus.co.uk then we will be more than happy to pass on your details to the compliance team.
1/5
TrustpilotAppalling! Avoid their customer service is shocking! Avoid especially Ben Almon who should be in the circus instead!
My experience has been appalling. This could be because of Ben Albon who’s not fit for the job. I regret doing any type of business with this agency. He should find alternative employment as the circus is where he belongs. I hope they release me from my contract. I can’t stand how he operates. I always keep my business relationships but I can’t stand this unprofessional man child. Any professional will let me out of my contract if a customer is unhappy but this Napoleon figure is keeping me tied in. I hope someone senior steps in as he is not fit for purpose. He has no customer service skills and I believe is actually working against me during the process.
2/5
TrustpilotUnprofessional and expensive
I rented a place with them in 2017 and was first happy with the service the agent provided when looking for flats. There were several things I did not like at the beginning, e.g. they promised a professionally cleaned flat (which was not the case - there were cat hairs everywhere from the previous tenant).Worst of all: I think their fees are too high: £210 tenancy agreement, £120 reference charge and inventory check £180 - thats a total of over £500 - for what exactly?If I had extended my rental contract, they would have charged another £150 contract extension fee - for re-printing the contract.I would avoid them by all means!
5/5
TrustpilotFantastic Service from Demi at Chiswick branch
Demi at the Chiswick office was enthusiastic, obliging and went out of her way to get this deal done. This was a probate sale and there were various "hiccups" along the way. Demi chased outside contractors, liaised between parties, negotiated and pushed the deal to a successful and early completion. And all with a cheerful smile and boundless energy. Thank you Demi so much!
1/5
TrustpilotWhat a truly horrendous site to use
The website for this company is just terrible to and try and get any information from, a lot of the things such a legal packs for auctions seem hidden (I had to email to ask for a link to find it). Then you had to make yet another online account to access the pack but once that was made the site just kept saying all the login details were incorrect despite me making the account less that 30 seconds and all long in and confirmation emails coming through to my email fine. Suffocate to say I have moved on from this property and will not be looking at anything else by this provider.
5/5
TrustpilotArchana has been really amazing
Archana has been really amazing, she has been really proactive in searching for properties for me. Very reliable and patient. I feel very lucky to have her as my agent as I will continue my property search with her help. Thank you :)
3/5
GoogleJade is a fantastic member of the team, always responsive, courteous, knowledgeable and helpful. To be honest, she has been the only real positive of working with this office, as I've had particularly bad experiences with one of the senior managers, who is shockingly abrupt and rude, the classic salesman out for himself. If you do see something you like here, specifically request to work with Jade and you will have a great experience.
5/5
TrustpilotThe real extra mile
Billie from the Surbiton branch has been absolutely amazing. Although we unfortunately lost out on a flat at the beginning of our search, Billie persevered and found us a match, even though we had given up hope :-) Friendly, professional, the communication throughout the renting process was faultless. Thank you Billie, I can highly recommend you!
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Tell us what you need and we'll put you in touch. Barnard Marcus Lettings 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 London.
