24 reviews from sellers, from every platform, shown as written. First names only.
★★★★★ 1/5
View AgentsA very dissappointing service
We went with Laurels after being on the market for 6 months and having been disappointed with 2 established local estate agents. It was hard not to be very impressed by all the positive reviews online. In fact, we could not find a bad one. Robert made a very good initial impression and at the beginning we were hopeful that our house would be sold. We had a few more viewings and he seemed far more positive that either of the other agents we had used. Just after Christmas we finally received an offer. It was significantly less than our asking price but we accepted based on the fact that we were keen to move and more importantly, we were told the buyer was in rented accommodation and chain free. We had already found a house and made an offer which was accepted. Our vendors had not found a property at this stage but were reassured by the fact that they could search armed with the knowledge that we were effectively chain free. From this point, the transaction became extremely problematic. Numerous issues arose which were not resolved to our satisfaction. Robert became very difficult to get hold of and did not respond to my calls or emails. To be fair, I was happy that he went through my wife but towards the end of the transaction she found him hard to pin down. The final nail in the coffin was when we were trying to exchange contracts. During a conversation with our solicitor we discovered that we were not in fact chain free. Our buyer did in fact have property to sell. We could not believe that this was not known at the beginning and that we discovered it through our solicitor and not our estate agent. We never met our buyers, which I found very strange, so we were never in a position to discuss any details with them. We have a very good relationship with the owners of the house we were buying. It also put us in a very difficult position as we had made the offer in the genuine belief that we were chain free. The transaction was a nightmare but was eventually completed in April. We were far from happy with the service we received from Laurels but thought it best to move on and leave it all behind rather than continue the stressful experience with a complaint. However, having seen the glowing review given by our buyers, we felt we had to respond. Their experience was certainly not shared by us and we paid nearly £5,000 for the privilege. We often felt during this transaction that Laurels did not appear to put our interests first. Laurels are a very unprofessional outfit and I would seriously consider our experience before instructing them. Mike B
Mike · 8 May 2017
Agent replied · 26 May 2017
Dear Mike,
I am incredibly sorry to read your review and I am sorry that you feel that way. I know we have spoken since and I have agreed with you that a number of mistakes were made however I feel it prudent to address a number of points that you raised as I believe my firm and I have been miss-represented. I have therefore addressed them below.
“Just after Christmas we finally received an offer”, The use of finally here infers that it took a substantial amount of time to secure an offer. In fact it took 37 days, which bearing in mind the property had been marketed by “2 established local estate agents” for a cumulative time of 162 days I believe shows that we had done a very good job.
“It was significantly less than our asking price”, The property was marketed at an asking price of £545,000 and the offer that we received and that was subsequently accepted was £530,000. This offer constitutes 97.24% of the asking price which I believe is a fair offer and not significantly less. I will add that with every property sale we strive to get as much as possible. Bearing in mind no offers were received from the other estate agents I believe securing this offer constitutes a reasonable job.
“Robert became very difficult to get hold of”, I agree that unfortunately I was not available as much as I would want to be. I discussed this at the time with you (and with all of our clients) that I unfortunately had lost a close family member and therefore would be unavailable for a period of time. Nevertheless I completely understand that this was at a critical time of the sale and therefore it did affect the transaction. I apologised at the time and since. I would like to say again that I am sorry for being difficult to get hold of and I completely understand you not being happy. Regardless of the circumstances, I am not happy with this either, hence my apology and acceptance that this part of the service was below par.
“Eventually completed in April”, The transaction as a whole took 12.5 weeks from offer acceptance to completion. Bearing in mind the industry average is 12 weeks I think the use of ‘eventually’ miss-represents the sale process and the aim of my team and I to progress every sale quickly and efficiently. It is also important to note that this sale could have completed sooner but it was requested by yourselves and your buyers for there to be a number of weeks between exchange and completion.
“Paid nearly £5,000 for the privilege”, I would like to stress that our actual fee was £3,975 plus vat. I am proud that at Laurels we offer a cost-effective service and I would like to highlight that our fee was still significantly less than you would have been charged by the two other established estate agents had they sold it..
“We never met our buyers, which I found very strange”, This is not unusual in the industry and in fact at Laurels we actually do aim to have our buyers and sellers meet at some point, because we believe it gives a personal touch. Obviously in this case it did not happen but at no stage did we block this. Put simply, it just didn’t happen because of timings etc.
Finally I would like to stress that I firmly believe that I and Laurels could have improved upon the service that we provided you and we have made a number of changes/improvements to ensure that we do in future. I understand the frustration about the chain issue at the end however as I said at the time we verified their situation and we can only go on what we are told by other estate agents. Nevertheless I am sorry for the mistakes made but I do firmly believe that there were also many positives about our service.
Kind Regards
Robert Muat
Managing Director Laurels Estate Agents
★★★★★ 5/5
View AgentsBrilliant service
Positive, proactive and professional, right from the start, Rob, Tom and the team at Laurels gave our property sale 100%.
After being on the market for over 6 months with another estate agent and reducing the price twice, our sale had fallen through. Laurels came in, marketed the house with fantastic new photographs and managed to sell it within about ten days at a higher price!
Fantastic service all round. These guys actually do go the extra mile. Can't recommend them enough.
Gina · 16 September 2017
★★★★★ 5/5
View AgentsHighly recommended!
Would really recommend Laurels to anyone looking to sell their home. We dealt mostly with Liam and he was so helpful from beginning to end. Really enthusiastic and efficient. These agents did a lot of the leg work for us - chasing up people so we didn't have to. There isn't a need for an agent with a store front these days - as these guys convinced us and proved it. They arranged amazing professional photos, got it into Zoopla and right move,set us up with an open day and we received the asking price offer within a couple of days of that. Can't really fault them at all. Would recommend to all my friends. Thanks Liam & Laurels!
Lisa · 7 September 2017
★★★★★ 5/5
View Agents5 Stars for a 5 Star Service
A Huge Huge thank you to Rob and his team at Laurels.
We contacted Laurels after our house was not selling with 3 other well-known agents. Within days we had viewings booked and within a few weeks we received an offer which we accepted. We accepted the offer on 23/06/17 and exchanged contracts on 04/08/17 - that's 6 weeks!!! When we contacted Rob, we told him we needed to exchange quickly as we were purchasing a new build and had a 6 week turn-around - and he achieved what he promised. Rob was constantly at the end of the telephone/email to answer our enquiries, and constantly chased our buyers solicitors to ensure we met our deadline. I will certainly be recommending Laurels to anyone I know looking to sell their house - thanks Rob, Tom & Beth, you were all amazing and we can't wait to move into our new house on Friday! Many thanks, Louise
Louise · 7 August 2017
★★★★★ 5/5
View AgentsBy far the best agent on the market
I never leave reviews but I am so taken aback by the professionalism shown and carried out by Laurels I needed to share my experience which has been stress free.
Firstly the photos, they were amazing, they use a professional photographer at no cost to you and they really do speak for themselves. We had our property on at the beginning with two agents and we received more enquires via Laurels than the other agent because they took the time and money invest in photos, that is after all what is going to get someone through the door.
They are not only your agent but a friend, their phones are switched on 24/7 and if you have a question, query or just some general advise they are always happy to help.
They were never too pushy and worked at our pace. We have a baby and viewings were not always practical in the evening. They would take the time to show people around not only on a Sunday when most agents are closed but on a bank holiday too. This made the process so much easier for us.
During the legal process Laurels kept in touch with both the buyer and us, the seller. We have managed to exchange contracts only a month and a half in from when we recieved the offer because of their can do attitude. They also recommend a fantastic legal team, Shoosmith who have also made the process as smooth as possible as well as providing a online progress tracker 24/7.
I have had a much better experience with Laurels then I have with your main stream estate agent including their reasonable charge. Give Laurels the opportunity to sell your house, you really won't be disappointed :)
Mr and Mrs Adams
Thank you Rob and Jess :)
Heather · 7 October 2016
★★★★★ 5/5
View AgentsExcellent Service
Laurels sold my property with such ease. They made the process seem so simple and stressless. Very professional yet friendly and helpful. I was always able to call if I had a question or just wanted an update.
Robert the owner and Jess his right hand sales young lady were helpful, thoughtful, reliable and delivered what they promised. They actually showed the buyers around the property pointing out hte different aspects of the proeprty.
I highly recommed this estate agency, as althought they are the new kids on the block they sold my property within 3 weeks of having it on their books, whilst the veterans in the area had it on their books for 4 months and no sale.
Well done Robert and Jess, keep up the excellent work,
Anonymous · 5 October 2016
★★★★★ 5/5
View AgentsProfessional, friendly and efficient service.
Our property had been on the market with another agent but had not sold.
We decided to put our house on with Laurels as were impressed with Rob and Jess.
Their knowledge of the market and enthusiasm soon resulted in an offer and when there were complications further down the chain Rob contacted the agents and solicitors and kept us constantly updated with progress.
His intervention ensured that contracts were exchanged and we are now busy packing for our move next week.
Thank you Rob and Jess and we would recommend them wholeheartedly.
Sian · 23 September 2016
★★★★★ 5/5
View AgentsExcellent, friendly service that went above and beyond
My husband and I were so happy to be using Rob for our property sale. He knew our area and desires incredibly well and his enthusiasm and dedication meant we had an offer 24 hours after we signed him as our agent! It was not a straight forward sale process due to challenges with our ongoing sale and Rob was friendly and professional thought, keeping in regular contact, reassuring our buyer and ultimately helping us to secure and sale and purchase. We would recommend him and Laurels in an instant!
Helen · 15 August 2016
★★★★★ 5/5
View AgentsExcellent Service!
Excellent service from start to finish with Laurels! A company that was very professional, providing us with constant updates with the process of selling our property. Laurels sold my property quickly with professionalism and a caring manner for both seller and buyer.
I would recommend Laurels to anyone who is looking to sell their property not only for their competitive rates but for their friendly service. Thank you Rob and your team.
Kelly · 12 March 2017
★★★★★ 5/5
View AgentsFantastic Service
Billy and his team at Laurels were fantastic all the way through the process of selling our house. They were professional, pro-active, helpful and always quick to respond to any matters/queries. On completion day Billy even rolled up his sleeves and offered to help us when our removal firm let us down! I cannot recommend them highly enough - you will be in very safe hands with the guys at Laurels!
Nicola · 23 August 2017
★★★★★ 5/5
View AgentsBrilliant Service
We have been so happy with the attentive service we received from laurels.. Not only have they provided very competitive rates, but we felt they provided a more personal service than what we have been used to in the past - avoiding typical agent "lingo" and been up front and about the process all the way through. Thanks to Rob and Liam for all their help!
James · 15 June 2018
★★★★★ 5/5
View AgentsExcellent. Estate agent who worked hard to get our sale
In a difficult market Billy and Robert approached selling our home with energy and enthusiasm.. They were always available on the phone and produced a constant flow of prospective buyers that eventually led to a sale. They were not only good at marketing the property but also negotiating with all the parties involved.
I would wholeheartedly recommend Laurels to anyone trying to sell a house.
Graham · 23 January 2018
★★★★★ 5/5
View AgentsGreat Service
Having just used Laurels to sell my property in Sutton, I can without hesitation recommend their service. Robert is very knowledgeable, and always on hand to help with any queries. We had a particuarly difficult and testing transaction at times, but he was always calm and kept us fully informed.
Rachael · 10 February 2017
★★★★★ 5/5
View AgentsWorcester Park to Chertsey
Just a short note to say thank you to Liam and the team at Laurels - from start to finish your service was great. You were organised, hard working and you went out of your way to make sure everything went as smoothly as possible.
Thanks again.
Sally
Sally · 24 September 2017
★★★★★ 4/5
View AgentsLaurels were honest and professional
Liam from Laurels was really fantastic to deal with.When I saw his previous reviews someone had commented that he rescued a sale etc and I was very sceptical. However unlike some others I dealt with recently, Liam was professional and honest. I would definitely recommend his work.
Anonymous · 9 December 2017
★★★★★ 5/5
View AgentsFantastic service
A huge thank you to Rob and the team at Laurels. They were 100% reliable throughout the process and kept me informed at all times. I'd highly recommend them to anyone looking to sell their property.
Connor · 29 September 2017
★★★★★ 5/5
View AgentsExcellent service from nice people
Laim, supported at short notice by Robert when necessary, guided our sale courteously and efficiently from the outset. Just as important, they managed our buyer right through to completion. Lovely people to work with !
Greg · 27 May 2018
★★★★★ 5/5
View AgentsFantastic service
Really impressed with Laurels. Extremely rapid sale, reasonable prices and great support from start to finish. I would not hesitate in recommending Rob, Bethany and the team to anybody wishing to sell their home.
Ricky · 14 July 2018
★★★★★ 5/5
View AgentsFantastic team - very impressed & will use again
Laurels (Liam and Rob) were incredible. It is not often you can say that you get more than you pay for, but these guys over-delivered.
The positives:
- Very clear communication and managing of expectations during the whole sales process
- Customer focus - They are not a large chain where you are just one of many "potential commissions", they put a significant amount of time and effort (we had many calls and emails on their weekends and holidays)
- Extremely proactive, they chased multiple parts of our chain and were constantly following up
- Great hand holders - there were a number of points of panic on our part and they were always ready to give advice and make sure we were happy
The negatives:
-They are both serious salesmen - which might put some people off, but don't let that stop you using them, that's exactly what you need when selling your property.
We were extremely happy with Laurels and would thoroughly recommend using them (5/5)
Dave & Ruth
David · 5 March 2018
★★★★★ 5/5
View AgentsFantastic! Especially for high value properties.
I can recommend Billy for being persistent and then preservering up to the end, which felt like an eternity. He handled a long and difficult sale with such confidence. Well done!
Annelize · 27 November 2017
★★★★★ 5/5
View AgentsFantastic service
Rob was a brilliant agent attended every viewing and gave feedback and kept in touch on a regular basis. Wouldn't hesitate to recommend them to anyone.
Absolutely brilliant. Simone
Simone · 25 July 2016
★★★★★ 5/5
View AgentsReccomend without hesitation
A great value service. Rob and his team are professional, honest, reliable and kept their promises. Would highly reccomend their service to all.
Marianne · 10 November 2017
★★★★★ 5/5
View AgentsVery impressed!!!
Very impressed with Laurels - attentive throughout always available on the phone for advice and keeping on top of our sale/purchase. Thanks to them all went smoothly and I will definitely go straight back to them if we move again
Strongly recommend them. Trustworthy and an overall good service. (They also sold our flat in 4 days which helps!)
Charles · 7 February 2017
★★★★★ 5/5
View Agents12 Orchard Close
Great service Great people Great sale Thankyou all
Kevan · 2 July 2016
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
