Trusted Agent profile · Wiltshire
★★★★★
1,793 reviews across 2 platforms
46-50 Castle Street, Salisbury, SP1 3TS, Wiltshire, SP1 3TS
Connells's office in Wiltshire, at 46-50 Castle Street, is rated 2.2 out of 5 across 1,793 reviews on two platforms, including 194 Google reviews rated 4.5.
Every review we hold for the Wiltshire office, from every platform, shown as written. First names only.
5/5
GoogleCrystal was so lovely and cheery on the phone, then when we visited the property for viewing she was soo welcoming and took down all our questions we had, and quick responses to those she was unsure and had to clarify. Amazing, thank you so much for all your help.
Thank you for the fantastic 5* review and I would like to wish you the very best for the future. Kind regards, Lucy, Customer Relations.
1/5
TrustpilotI would give them -5 if the option is there
I am writing this review to warn other landlords about the severe negligence, hidden fees, and lack of professionalism I experienced with Connells' full management service. • Misleading Terms: Before signing, I explicitly asked the agent if there were any extra fees, as I was about to travel. I was assured in writing and verbally that there were none. This was false. Connells immediately began demanding unexpected fees. • Dishonest Communication: Staff regularly agree to terms over the phone and later deny the conversation. Furthermore, they deliberately ignored my written email stating I did not wish to renew the agreement. This delay forced me into the May 4-month Section 8 notice period, and Connells then demanded a fee just to issue the letter. • Total Lack of Property Care: Despite paying for full management, my property was returned in an absolute state of disaster. The brand-new oven was burnt, the microwave was broken, hair and dirt were left inside the fridge, and cigarette butts were scattered throughout. • Property Damage & Theft: The front and back gardens were left completely overgrown. The tenants gained access to my private shed (only agreed to store their bikes) but they used my personal belongings, and a cat ruined the brand-new carpets. • Zero Support: Connells have refused to compensate me for cleaning costs, instead demanding receipts from a year ago. They routinely ignore phone calls and take days to reply to emails. This agency does not value its customers, and their complete failure to manage my property caused me severe mental distress. I am escalating this to the National Trading Standards Estate and Letting Agency Team (NTSEAT) and senior management. Landlords, stay away.
1/5
TrustpilotThe worst estate agent I have ever…
The worst estate agent I have ever used. If your looking to rent avoid them, once your in the property expect no help from them. If you have issues that require resolution with the property, they will not give you any assistance. We had several issues and everytime we wanted assistance nothing, they are always not reachable on phone or they never call back when they say they would. 4 weeks since we moved out and still have no received our deposit. (All accounts in order BTW) So be warned if you are a tenant, avoid!
5/5
GoogleKarl Pollitt, has been helping us for our mortgages for 4 to 5years now, very helpful and friendly, despite we haven't met him physically, always willing to help out and advice us on things. Will definitely recommend him and his company to anyone who needs them. Many thanks
Thank you for your amazing review, Karl is an exceptional member of our team and we're thrilled to hear he's provided exceptional service for you for the past 4-5 years. We're always here to help in any way we can and appreciate your recommendation to others. Kind regards, Lucy, Customer Feedback and Support Team
1/5
TrustpilotAnother gazumping incident
Placed a purchase offer on of their properties listed in Cambourne, Cambridge as a first time buyer. * On offer date, they didn’t take the property off the market due to waiting for mortgage approval, and got fake assurances (from Robert - Cambourne office) of no other offers will be taken * I then presented bank statements to proof deposit readiness and agreement in principle from 2 banks. And yet not taken off the market * 2 weeks later presented underwriter’s approval and yet the property was mot marked as sold STC * Finally presented mortgage offer with an expiry date in 4 months time by the bank. And asked when would they take it off the market. A day later they called apologizing for accepting another offer due to the seller wanting to complete beyond that time During all this time, they were lying about not accepting offers. Plus they ignored my questions throughout the process about length of the chain and expected completion timeline. I highly advise to avoid their listings. They might charge less than a market average selling fee but this attracts many low quality listings, by unserious sellers, of high chances of failure. In this whole process, I’ve lost bank, solicitors, and surveyors fees. Advice to readers, only place offers with a condition to take it off the market, and agree on preliminary timelines beforehand. And for your peace of mind, avoid Connells.
5/5
TrustpilotAlicia has been absolutely brilliant as…
Alicia has been absolutely brilliant as our mortgage advisor. From the very beginning, she kept us consistently informed and updated throughout the entire process, even though things are still ongoing, she has already gone above and beyond for us. Her communication has been incredibly smooth, clear, and easy, and she’s always been available to answer questions or offer reassurance when needed.
1/5
TrustpilotAn Estate agent that is not interested in selling houses!
I called them to arrange a viewing and was told they would ring me back when a salesman was back in the office so I waited in for the afternoon and they never rang back. I called the next day told them I had waited in and didnt get an apology and was just told everyone was in a meeting. The property is listed with another agent so I just called them and arranged a viewing with them instead. Now looking at reviews on here I feel I have dodged a bullet! I would be most unhappy as a seller if I thought my agent was letting potential buyers slip away like this, especailly on a property listed with multiple agents!
5/5
GoogleThe whole team at Connells have been amazing. Nothing is too much trouble. A special mention to Matt, Hayley, Jessie and Ben. Thank you! x
Thank you so much for your kind words! We are thrilled that our team members Matt, Hayley, Jessie, and Ben exceeded your expectations. We will be sure to pass on your gratitude to them. Kind regards, Lucy, Customer Feedback and Support Team
1/5
TrustpilotStaff
Total lack of professionalism and respect for the client's time I was scheduled to view a property on Saturday at 1:00 PM. The agent made me drive to the location, then postponed it for an hour. After waiting, I was called again for a second postponement, this time citing completely implausible reasons. It is unacceptable to waste people's time and money like this. I do not recommend this agency due to their lack of seriousness.
5/5
GoogleI learned about the agency from my friends. I asked for help with finding an apartment for rent in the city of Salisbury. This was my first experience of renting accommodation in the UK and I was a bit confused. I was pleasantly surprised by the quality of work of the agency's employees. They treated me very kindly. They helped with advice. Patiently explained to me all the details. I want to thank Aidan Hall, who always made time for me. I also want to thank Sam Reed. I have the best memories of the agency. I wish you success and prosperity.
Thank you for your glowing 5* review and your kind words! Best wishes, Lucy, Customer Relations.
1/5
TrustpilotTerrible experience
Terrible experience. Lovely staff though. NO actual advice given. Didn't sell it but equally gave no advice about the little changes we could have made which would have helped us. The tenant left it in bad condition and we never visited the property. We relied on them to give us advice, they marketed it, conducted viewings but not once did they say - you should do x & y and this will help the sale. Persuaded us to use their auction option as 'in all the years of me working here, we've never not sold one at auction' - ours didn't sell and we had to pay £6k. We removed it, went on with another agent having done some work and then it sold straight away.
1/5
TrustpilotI Am not happy with the service i…
I Am not happy with the service i received in connells kingsthorpe. The team were hard to communicate with and not pro active very arrogant and also at time very rude at times particularly the branch manager,My sale was delayed and eventually leading me to pull out because after 9 weeks after accepting an offer the buyer hadn’t even been ID verified.If you want to sell your house please avoid at all cost.
5/5
GoogleWe originally put our flat up for sale but due to the market nothing really happened. We were told that letting might be a better option in the meantime and we were introduced to Sam and his team. Within 2 weeks we had tenants in and were given a great service charge deal. The team have been extremely professional throughout and have kept us constantly informed. We'll definitely be using Connells Salisbury again!
Thank you for the fantastic 5* review and I would like to wish you the very best for the future. Kind regards, Lucy, Customer Relations.
1/5
TrustpilotThe worst letting agent I dealt with.
The worst letting agent I dealt with. The same happened to a friend of mine ! The notified an energy supply provider without telling me _after I terminated my contract with them_ to supply an empty property. The tariff was very high, I was not given a chance to chose it or to know the supplier at the time. Their communications does not excist.
5/5
GoogleHayley was straight talking and honest in her valuation. Very personable, I would recommend her.
Thank you for your amazing review! We strive to provide honest and transparent valuations while making sure our clients feel comfortable and heard. We truly appreciate your recommendation! Kind regards, Lucy, Customer Feedback and Support Team
5/5
GoogleHad a fantastic experience with Crystal, made the move into our rented property smooth and effortless. Excellent communication and prompt responses making for a quick turnaround and get us into our dream rental house!
Thank you for your kind words! We are thrilled to hear that our team, especially Crystal, provided a smooth and effortless move for you into your dream rental house. We strive for excellent communication and prompt responses to ensure a quick turnaround for our customers. Kind regards, Lucy, Customer Feedback and Support Team
1/5
TrustpilotThey are not honest they always team…
They are not honest they always team with landlord to claim money from tenants unlawfully they need to be diligent in dealing with customer , and the staff are very horrible and disrespectful if you claim money from customer unlawfully you might be happy but ut a life stigma and scam i will never recommende any one to d business with Cornell on any account.
5/5
GoogleExcellent service. Regular updates making our purchase incredibly easy - There was never too much too ask.
Thank you for your kind words! Providing excellent service and making the purchase process easy for our customers is our top priority. Kind regards, Lucy, Customer Feedback and Support Team
5/5
TrustpilotI had great experience working with NEELAM SHARMA
I had such a great experience working with Neelam Sharma at Connells! From start to finish, she was friendly, professional, and always happy to help. Neelam made the whole mortgage process feel so much less stressful, she explained everything clearly, answered all my questions, and kept me updated every step of the way.
1/5
TrustpilotInitial sales pitch was promising
Initial sales pitch was promising, which lead us to believe that Connells would be competent and trustworthy. What lay ahead was Rude arrogant staff who lied too us , no apologies or recognition of responsibility and sarcasm on phone calls. According to sources Connells are reviewing their finances. If our experience is anything to go on it won't belong before the administrator is in.
5/5
GoogleCrystal Amber Lee is quick empathetic and very helpful. Overall very good experience to get the better property. Staff very helpful
Thank you for your kind words! We strive to provide excellent service and are thrilled to hear you had a great experience with us. Kind regards, Lucy, Customer Feedback and Support Team
5/5
GoogleA fantastic service by Connells Salisbury. A massive shout out to Ben who is just starting his career in the Agency; an absolute asset to the team and wish him every success in his career with property. I look forward to working with you again soon.
Thank you for taking the time to leave us this amazing 5* review Nicholas. Kind regards Lucy, Customer Relations.
5/5
GoogleExcellent experience with Crystal who was extremely helpful, she ensured that our transition into our new home was easy and enjoyable, would highly recommend!
Thank you for the positive feedback! We are thrilled to hear that Crystal provided exceptional service and made your transition into your new home smooth and enjoyable. We appreciate your recommendation. Kind regards, Lucy, Customer Feedback and Support Team
3/5
TrustpilotBad landord
My daughter was in one of the poorer maintained properties for a year whilst finishing a degree.. on leaving the property without any damage etc and cleaned the landlord started to use silly excuses to withhold the deposit.I must point out conells were not responsible for the maintenance and care of the property.Connell management stepped in and resolved the matter and the deposit was released .So a bit thank you to Connell for doing this.I would’ve given five stars, but it took a couple of months and a lot of frustration which is mainly down to the landlord. Would I recommend Connells In the future? Yes I would.
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