Barnard Marcus New Malden reviews

★★★★★ 1/5

Trustpilot

I instructed them to let my flat

I instructed them to let my flat. There were a few things that I was concerned about in terms of their professionalism but ignored it. However I got an offer for my flat from them and was told the references and comprehensive checks were coming. They came the night before the tenants were due to move in (despite me chasing constantly). They failed then affordability checks, and were not certainly not comprehensive but I was told that was what insurance was for. I withdrew and said I felt sorry for the tenants, and got told by Anton he “did not give a sh@t about the tenants” and him telling me how great he was . In addition, despite having my number they kept calling my partner rather than me… I complained and they completely did not answer my complaint in any way, shape or form. Finally, my partner got a call from someone who used to work in Anton’s branch to say she had moved as she could not work for him, and they got lots of complaints about him. Completely different to what they said in their response to me. I finally let my flat for more than they marketed it for and with great tenants. AVOID

Claire · 30 May 2023

★★★★★ 1/5

Trustpilot

Overall experience with Bernard Marcus has been disappointing and stressful.

Worst property managers i have ever experienced! We have lived in a property they manage for a while now, but they are Incompetent in responding to any maintenance issues. There employees, especially Samantha, are extremely rude. They ignore your requests/ emails and phone calls, they leave you living in a mouldy property. They do not care about there tenants. They are more interested in getting there fees. You are constantly chasing them to do there jobs properly. Our boiler broke down three times within a year, they leave you without hot water and heating for a week in the winter period and think this is a reasonable amount of time to get a contractor out. The property was not professionally cleaned when we first moved in. The oven broke down three times within 6 months, each time over a week to fix. The company is full of excuses and lies. Extremely shocked that they are still operating and landlords are using them. Inspections completed, but tenants are not allowed the report or want to charge tenant fees! I know for a fact that they just want to take tenants deposit for no reason. Overall experience with Bernard Marcus has been disappointing and stressful.

Jb · 15 May 2023

★★★★★ 5/5

Trustpilot

I’d give 5 x 5 five stars if I could

The service by Barnard Marcus, notably Eva and her team was excellent. They are friendly, responsive and professional. Eva gave us an honest appraisal of our house and we had a viable buyer after a week on the market. Barnard Marcus kept in touch and helped make the process smooth. We’re now happily in our new home - from marketing my house to completion BM were on it every step of the way. Thank you.

CATHERINE · 26 September 2023

★★★★★ 5/5

Google

We had a great experience with Serenah - she was always on hand to take our calls, and made the process extremely smooth. It was a delight to work with her and the BM team and not at all what we expected as first home buyers. Would definitely recommend!

Olivia · 16 July 2025

★★★★★ 1/5

Trustpilot

Barnard Marcus has been our letting…

Barnard Marcus has been our letting agent for 4 months and the service has been atrocious- payment has been late on several occasions and charges that were not discussed have been taken from our account. I would strongly urge anyone to avoid this estate agent.

Johnson · 18 May 2026

★★★★★ 1/5

Trustpilot

8 weeks is apparently a 'slight' delay

We reported heavy mould build up in our bedroom walls at the start of December. Samantha Patterson emailed us on the 8th December 2022 to ask us for more photos of the mould. We replied on the same day.We emailed again on the 6th January 2023 with updated photos of the mould as it was getting worse but still no reply. Emailed again on 22nd January 2023 for an update but got no reply.Finally got a reply today (24th January 2023) from Samantha apologising for the 'slight' delay. "I am been waiting for a response form the managing agents of the building who should investigate the possible leak. As I have not yet received a response, I am going back to your landlord to suggest next steps to try and get things moving and resolved."1) 8 weeks since last contact is not a slight delay. 2) There is a leak. it's not the first time we reported this. The managing agents of the building knows this and so does the landlord.3) Why does it take 6 weeks (minus 2 weeks for the festive period) of non contact from the managing agents before informing the landlord?

K · 24 January 2023

★★★★★ 5/5

Google

Five-star service from Serenah! She is both highly efficient and deeply understanding. I can’t recommend her enough.

Sara · 14 April 2026

★★★★★ 5/5

Google

Looked for a property with an agent called Tom and received a fantastic service. Have recommended to friends and family for anything we need in the future. Thank you Tom!

Alec · 16 April 2024

★★★★★ 1/5

Trustpilot

Letting agents are liars

Their letting agents are liars, they lied about the cleaning services and other fixations before move in, they kept pushing for deposits. They delayed all the documentation until the last minute, when I got the key and went to the apartment it stinked, it was dirty and windows were full of mold. Beaware of the letting agent in their finchley branches.

Khurram · 30 December 2025

★★★★★ 1/5

Trustpilot

They don't do their work unless it's an…

They don't do their work unless it's an emergency!!! They're just wasting people's time. I really not happy with that!!!!They can only keep people waiting for months.

Adrienn · 10 September 2026

★★★★★ 5/5

Google

5* service from Serenah and the BM New Malden sales team. Serenah's experience and advice was instrumental in preparing, marketing and selling the house. She and the rest of the team were always responsive and helpful when we needed to speak to them.

Simon · 16 August 2025

★★★★★ 5/5

Trustpilot

Very good buying experience

The journey to found a flat to buy is quite difficult and the stress of being a first time buyer doesn't help.When we visited our flat for the first time with Bernard Marcus we had no special expectation about this agency and were prepared for a stressful few weeks.However we were lucky enough to deal with Will who, thanks to his enthusiasm and professionalism, made the process smoother and interactive.During the past few weeks, Will has been caring, present and proactive to make sure the sell would go through with less issues possible.I recommend using and trusting this agency and Will!

Célia · 9 December 2022

★★★★★ 1/5

Trustpilot

Evil company

Evil company. Nothing is good about them. When we moved in refrigerator broke down we let them know they didn't even answer. We had to buy new one. End of our contract they asked can you sell the refrigerator for a reasonable price we said ok, they never paid. End of our contract they raised %40 rent. We had to move out.They never came for inventory check and It took 5 months to get our deposit back. They never contacted us. Not even once. At least 20 times I contacted them but they just ignored. Which is deposit must be paid in ten days. 5 months without any single information. Everything I wrote here I can prove. I have kept every single message and email.

Blyn · 14 November 2022

★★★★★ 5/5

Google

Barnard Marcus Estate Agents in New Malden are a great team. Serenah Oliver has been exceptional in her customer service during the sale of our house. Thank you to you all at Barnard Marcus, New Malden.

Zimar · 25 September 2023

★★★★★ 5/5

Google

I'm very thankful that I met Barnard Marcus team from the very beginning. Desmond, Michael and Ross has been absolutely fantastic and guided me through step by step. I would highly recommend this professional team. :)

Hae · 25 September 2023

★★★★★ 5/5

Trustpilot

Feedback for Amirah Nawaz Barnard Marcus Hayes

I am writing this review as feedback for Amirah Nawaz mortgage consultant from Barnard Barcus Hayes. She is amazing and professional, offering me great advices, very patient, giving me support and explanation to make me comfortable with my decision. She checked on me weekly, helping me with my searches witch I appreciate a lot . I feel like knowing her for very long time. Very knowledgeable, she find the best deal for me. I couldn't find a better one. I recommended Amirah to everyone at my working place 😊. Thank you for your excellent service , deeply grateful 🙏. Catalina Nedelcu

Catalina · 17 August 2022

★★★★★ 5/5

Trustpilot

Top service

Had a viewing this saturday with barnard marcus. service was top quality. usually estate agents are rushed and just care about getting you in and out. but special shoutout to Ian from the sutton branch - top lad who knew a lot about the property. 10/10 would recommend

Kyra · 7 October 2024

★★★★★ 1/5

Google

I tried to purchase a house marketed by BM New Malden and I have never met more incompetent estate agents in my lifetime. Agents show up late to viewings and the sales progression team are impossible to get through to. Having spoken to their director, I’m not surprised - when I told him the bank had undervalued the property (well below asking price), he began arguing with me over it - as if I was the one that had valued the property! Absolutely avoid using these buffoons to save your sanity.

Belston · 24 November 2023

★★★★★ 5/5

Google

Desmond had been amazing with assisting us with our mortgage! We are first time buyers, which means we had too much questions to ask! Desmond had been very helpful from the very beginning! We couldn't thank him enough! We had properties we couldn't get a hold of but Desmond was always there to assist and give us the best options we could have. His concerns to his client is outstanding! He doesn't only work, he cares for his clients which makes the entire process enjoyable. He would explain anything we couldn't undertand with patience. We definitely recommend Desmond as a mortgage advisor! Thank you for the entire team!

Cammille · 22 June 2022

★★★★★ 5/5

Google

I recently used the New Malden branch. Lois did my viewing and was brilliant, very helpful knew about the area and the area which the house is. I had viewed a lot before viewing the one I’m in now and she really was good at her job. Suzanne was brilliant very helpful and professional. She went above and beyond to help me get my dream property. Both staff where brilliant through the whole process and kept me updated at all times. Very happy and will recommend the branch to people I know looking to rent or buy.

Amy · 22 June 2022

★★★★★ 1/5

Trustpilot

Just not nice to deal with

Just not nice to deal with, everything’s hidden, can’t get a straight answer to what commissions are, got told to look on website which makes it even harder to find, why do WH Brown use these crooks, like dealing in the 70s, and no policing

Big · 28 March 2026

★★★★★ 5/5

Google

We recently started renting a property with this branch and Suzanne and Tom made the whole experience such a breeze and a joy. They helped us to no end, kept communication and calmed us down and found solutions in times of panic. What assets to your company! Not to mention everyone in the branch is so friendly and approachable and helpful. You’ve got a wonderful team. Thank you!! 🖤

Sophie · 22 June 2023

★★★★★ 1/5

Trustpilot

AVOID OR PAY THE PRICE

A bigger bunch of grifters you could not wish to meet. Do not trust them , do not even engage with this company. The customer service is non existent. They don't give you all the information you require, then charge exorbitant fees because you haven't had all the information! Avoid them like the plague and use a reputable company.....you have been warned

Julian · 29 October 2025

★★★★★ 4/5

Trustpilot

A big thank you to the staff at Barnard…

A big thank you to the staff at Barnard & marcus in sutton.Also juile Liles our sales manager. We had some hipcups on the way but next week we get to move to our dream house .Took longer than expected but in a chain it can be very tricky .Julie was always polite and calm with us even when some times we were raging. Well done Juile. you did us well. Thanks to Alex Elliott, Georgia, Harvey and all the rest of the staff in the sutton office. We definitely recommend them.Thank you all very much from the start to the finish. Well done

Linda · 30 April 2022