Barnard Marcus New Malden reviews

★★★★★ 1/5

Trustpilot

Terrible service

Terrible service. Booked a viewing and was left waiting for 45 mins at reception. After many phonecalls to lettings- which rang out, I called sales who got in touch with Nick from Wellington who was the person I booked wifh. Then was told they forgot the viewing. The concierge showed us around the flat (reluctantly after much persuasion) and it had been left in a terrible state. Poo in the toilet, thick grease all over oven. It was also not even the same flat as in the photographs so our time was totally wasted.

Thea · 30 January 2021

★★★★★ 1/5

Trustpilot

very bad and unethical estate agent

If I can get a zero start, I will raise them. What I can say that is a very bad and unethical estate agent. As a customer to buy an auction, they advertised the property on behalf of their client 365 Asset Management was freehold but it turned out it is a very long leasehold. I still got a paper what they advitersed on their website. As a result, I have to pay rent and service charges and many problems surrounding this lease, causing me exceptional circumstances.I complaint to the Property Ombudsman and at least my matter and concerns have heard. Stay away this agent at all costs and do not go to their auction because they are a real cheating agent.

Thoi · 28 January 2021

★★★★★ 5/5

Google

We have just moved home and would like to thank Kecia at barnard marcus new Malden for all her hard work! She was our sales progressor and instrumental in getting our chain of six to completion. The after-sales process can be very tiresome and complicated ( especially in a long chain with other uncommunicative agents and solicitors) but Kecia was always very responsive and we are really happy with the level of communication and effort she put in.

Christine · 22 June 2021

★★★★★ 4/5

Google

We have been hugely impressed with the professionalism of personnel at Barnard Marcus. Special mention to Tom Peare who kept us fully updated the whole way through the process and went that extra mile in securing us the best deal. But everyone there was very helpful, polite, realistic and professional.

Mary · 22 June 2020

★★★★★ 1/5

Trustpilot

No idea whatsoever

I used the letting service in Clapham for seven years. I bitterly regret not changing in the first year. 1) The property management section was useless. There was no relationship with plumbers/electricians/other contractors. Only one quote was ever given unless I objected. If the same job had to be redone a few months later the same contractor would be used with no question of querying the quality of the first job. The property manager changed regularly - I communicated with 11 in the course of 7 years. Three months after they took over the flat they recommended replacing a 'broken' blind (it had got stuck) and changing two of the mattresses. The woman I spoke to had no idea that the flat was a new build with new furniture and fittings or even what condition it was in. 'Replace it' was always the answer. We had several leaks in the flat but no one ever telephoned or texted - an email would be sent with the message, 'How would you like us to proceed?' Urgency was an alien concept.When we finally took over the flat it was a mess, with several outstanding jobs to be done including the repair of the balcony doors, which had been an issue for over two years. It was sorted in two weeks. If there was a problem over a bank holiday weekend or Christmas there was never anyone to deal with it. Finally, the agency was unable to do an effective handover of the utilities when the tenants moved out. There were no meter readings and it took repeated emails to find out the names of the suppliers. They were uninterested in ensuring I got all four sets of keys back from the tenants. I gave up chasing them and changed the locks.2) The actual letting service was efficient in that we rarely had more than a few days between tenants but the information was dire. We were never advised what costs would be incurred. We had to fight for a rebate where we had been charged wrongly. Letting conversations hinged round how quickly they could do a deal which often meant they advised a reduction in rent which we didn't always agree with. We ended up securing less rent than other landlords in the same block who also had no problem with voids. One woman in the lettings office said she recommended a low rent because then the flat would be let before Christmas which was good for us and she would get a bonus.I've let a house and a flat with other companies and these are the worst agents I have ever encountered.

Lynda · 5 November 2020

★★★★★ 1/5

Google

I went ahead and checked all these 5 star reviews and I noticed they seemed to be coming mostly from sellers. As a buyer I have a completely different story. Originally I didn’t want to blame all of Barnard Marcus (New Malden) but Tom Peare is just an Assistant Manager and he wouldn’t act in the manner he did if he wasn’t trained and/or instructed to do so. At one occasion Tom either didn’t understand how lenders do house valuations or he just simply lied to try and get things done faster by risking me losing money. Thankfully I had trustworthy advisors to rely on, when I want back to Tom to explain his advice was wrong, he just brushed it off making up excuses. Tom really crossed the line when he tried to stress us by threatening that the seller will pull out if things don’t go faster. A completely unprofessional email aimed to create emotional stress on the buyers which backfired when my wife and I were so mad we almost pulled out of the deal. To make a long story short, there was a bit of back and forth and things went from bad to worse. Tom at no point apologized properly, if anything he was arrogant, childish, unprofessional, making excuses and twisting facts wanting to have the last word. My patience ran out and I was done dealing with Tom. I enformed Tom and His manager that if Tom Peare is not removed from the deal, the deal is off! My exact words to Tom were “Moving forward, My wife and I both will not deal with you in any format, I don't want to see your emails or hear your voice.” That's how angry I was! I deal with many people in my personal and professional life, I don’t remember the last time I dealt with someone who got me this mad. Tom’s manager responded positively that they will remove Tom as a point of contact and that we won't have to deal with him again. After that Tom disappeared, not even a peep and I would had forgotten about him and not write this review if it wasn’t for how childish Tom Peare is! On the day of completion, the day where everything is done, he decided to send an email telling us to pick up the keys, he just couldn’t leave it alone! We were in contact with other people until that day, of-course he didn’t dare to contact us while the deal was still on the table. And his manager was well aware of this as they were also included in the email, makes me believe Barnard Marcus (New Malden) problems are deeper than just an unprofessional Assistant Manager. Just to give a bit of context, between the offer being accepted and the completion date, we took 6 weeks to do the transaction which is fast. I met the sellers personally and although they were in a rush they understood that these things took time and that things needed to be done right. Sp all that “Seller will pull out of the deal” was smoke and mirrors designed to push us to go faster so the agency can get its commision sooner! To be completely honest I wish the house we bought was with another agency, earlier we dealt with other agencies and they were much more professional than Barnard Marcus, for a fact our first couple of viewings with Barnard Marcus never happened because of “scheduling mistakes”. My advice to Barnard Marcus is to remember that both the seller and the buyer are your clients, focus on building long term relationships with people rather than hustling for short term commissions, I for one would never use Barnard Marcus to sell my property and will advise people to avoid this agency as there are better ones out there which understand the value of staying professional and building long lasting relationships with their clients.

Tamer · 22 June 2020

★★★★★ 5/5

Google

I recently purchased a property in Motspur Park and this purchase was running alongside the selling of my existing property all of which was undertaken by Barnard Marcus. I found the team that serviced me primarily Tom Peare and Phil Clift were excellent. Tom was very good at keeping us informed both on the sale and purchase of both properties and even after completion Tom has made himself available when I have had to ask him a few questions even though he was not obliged to do so. I would definitely use Tom and Barnard Marcus again

Basil · 22 June 2020

★★★★★ 5/5

Google

We dealt with Desmond fernando who was nothing short of professional, knowledgeable and friendly throughout the process. He took all of the stress away for us and made what we envisaged to be a challenging experience, a thoroughly enjoyable one. I will be recommending Desmond to anyone looking for a faultless, efficient and professional mortgage advisor. Big thanks again

Aji · 22 June 2023

★★★★★ 5/5

Google

I was looking for renters insurance for my newly renter property, Tyler was really helpful and it was a quick process, would recommend

Zoella · 25 September 2023

★★★★★ 5/5

Google

A huge thank you to Tom for helping me find my first home. A friendly and helpful employee with exceptionally thorough knowledge.

Leteasha · 25 September 2023

★★★★★ 1/5

Trustpilot

holding 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).

Aquila · 17 January 2026

★★★★★ 5/5

Trustpilot

Chloe 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.

Angela · 17 October 2024

★★★★★ 1/5

Trustpilot

Absolutely 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.

Hannah · 29 March 2023

★★★★★ 1/5

Trustpilot

Absolutely 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

Tyla · 26 September 2019

★★★★★ 5/5

Google

I am extremely pleased with the service that I received. I have dealt with Arran previously when he was with another agent, so when I found he had moved I tracked him down. Both him and his new staff were very efficient and a pleasure to deal with. I spoke to Arran on Friday and by Tuesday of the following week he had a new tenant for me, the move went very smoothly, with the new tenant moving in 2 weeks later. I don't think I could really ask for more. Thank you to Arran and his staff

Paula · 23 June 2019

★★★★★ 5/5

Google

This is an agent that truly gets the right balance of providing information to keep you up to date, whilst not making it too painful. Barnard Marcus, have embraced technology and it feels more seamless than other agents when trying to sell, which is a massive plus. Tom Peare was our negotiator, ith his professionalism and enthusiasm he made sure that both parties were happy with the purchase. Other members of the team helped with Kecia doing our progression and Vanessa making sure administratively that we kept up to date before we became under offer. I would highly recommend the team with Jake as the manger, as they were helpful and informative right throughout the whole process. Well done guys, I have already recommended you to a couple of friends.

ANDREW · 23 June 2019

★★★★★ 5/5

Google

Very professional yet approachable team, not the kind of estate agents to harass you to make an offer and get your money, whilst still being efficient. I dealt with Tom for the viewing(s), very nice and accommodating, knowledgeable as well. Phil, their in branch mortgage adviser, will do his best to find the mortgage best suited to you and his weekly updates were extremely valuable during the stressful process. Last but not but least, Kecia, from the sales progression team, really helped and made a difference for the contracts to be exchanges and sale completed. That was for me the big difference with other estate agents, being in touch with both parties she can chase people and push things through, which made a difference in my case. The only "negative" thing I would say is the collaboration and financial incentive to use their chosen solicitor is not worth it, I wish I'd found and gone somewhere else for that.

Julie · 23 June 2019

★★★★★ 5/5

Google

We sold our home through Barnard Marcus for a price we were happy with, in a really quick time. Such a great team. What else could you ask for :-) Five different estate agents came to value our four bed house in Norbiton, and we were so confused as they were all providing different advice, ideas, and contrasting valuations. Purple Bricks gave us the lowest valuation, and the highest was over 25% higher (a significant amount of money different!) When Jake from Barnard Marcus came over to value our house, everything was so much clearer after he talked their process through with us. We felt Jake’s valuation was spot on, so we decided to go ahead with Barnard Marcus. Tom and his team quickly organised photographs, floor plans and EPC (all paid by them) and our house went up online on all the major websites within a few days. Barnard Marcus even paid for featured listings, and our house came up at the top of the searches. We had about ten or so viewings in the first two weekends, where each time Tom would call us and explain how he had prescreened the potential buyers. Tom arranged the viewings around our busy schedule and often spent up to an hour showing a potential buyer around. The day after the viewings Tom would always call us personally and provide feedback on how the viewings went. Sure enough we had several offers to consider and only a few weeks after the house went on the market, we decided to accept an offer. Tom introduced Kecia, who looked after everything from getting offer through to exchange and onto completion. We accepted an offer from first time buyers who naturally had a lot of questions etc. Kecia managed this process so well. I am so glad we did not go with Purple Bricks because we seriously underestimated how much work was involved keeping us and our buyers on track between offer and exchange. Kecia managed and arranged our buyers to have second viewings, and answered lots of questions from both sides. She provided us lots of advice and reassurance about how the process worked. She was also excellent and chasing both sides solicitors to keep the momentum going. There is no way we could have managed this part of the process. Also, Barnard Marcus managed to help us by our new home! Thank you so much

Dean · 23 June 2019

★★★★★ 1/5

Trustpilot

I 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.

Tochukwu · 5 February 2019

★★★★★ 5/5

Google

We dealt with Tom Peare on what was a very complicated purchase where the seller was incarcerated midway through the purchase. As experienced buyers that was something very new to us as it was for Tom. Tom was excellent and certainly went the extra mile even meeting with the prison officers out of office hours in order to obtained signed paperwork for the seller solicitors, enabling us to proceed with the sale without too many delays. I cannot commend him enough for his efforts and for keeping us up to date through the transaction which i believe wouldn't have happened without his valuable input. For anyone looking to use Barnard marcus in New Malden I would strongly recommend that you speak to Tom, you won't be disappointed!

Matt · 13 January 2019

★★★★★ 5/5

Trustpilot

Excellent service from Priya and the…

Excellent service from Priya and the team. She was efficient and supportive, and able to give me all the advice and guidance to get started on my first rental property. She and her team found really suitable tenants on record time. Thank you so much.

Consumer · 7 March 2024

★★★★★ 5/5

Google

A big thank you to Tyler Scales, from New Malden branch. We are grateful for his help, kindness and patience.

Eugenia · 25 September 2023

★★★★★ 1/5

Trustpilot

Appalling! 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.

Sulai · 16 October 2024

★★★★★ 5/5

Google

My mortgage process was led by a competent advisor Desmond and he made things easy to understand. Being a first time buyer, he explained to me in details the choices, expectations, and the system itself. He assisted me throughout the journey and communicated professionally to the lender, solicitor and seller’s agent. He guided me throughout the process so lender will give me the amount I needed and always informed me what’s happening until the end. If you want your mortgage to be successful, I highly recommend this agent and Desmond for their exceptional service. ⭐️ ⭐️ ⭐️ ⭐️ ⭐️PositiveResponsiveness, Quality, Professionalism, Value

Patrick · 25 August 2022