12th Feb 2024 (10 weeks ago)
Had a very poor experience trying to collect keys to my first house with this branch. We were due to complete on a Friday but called ahead to let them know we'd be over Saturday afternoon to collect keys. When called on completion day I alerted a 2nd member of staff we'd be coming Saturday afternoon and not right away. We'd be driving from Oxford (3 hours away) so wanted to make sure they were definitely expecting us.
We arrive 2:35pm Saturday to an empty branch, wait 90 mins before calling around to see if anyone from other branches can get in touch with the DM agents as they close at 4. The Norwich branch managed to call the DM agent who confirmed out on a Valuation but back soon as only 10-15 mins away and coming back to branch before finishing for the day. An hour then passes so it's 5pm and still no agent.
We waited 2.5 hours on an afternoon when they knew we were coming to collect keys and nothing. Lied to the Norwich branch that they would be coming soon. Thankfully no chain so we hadn't arranged removal vans for that day as I have no idea what we'd have done if all our belongings were packed up.
To top it all off while waiting the extra hour between 4-5pm my car was driven into in the nearby car park.
6 hours of driving, a wasted day & a damaged car later I get a call from Ollie the branch manager basically saying "yeah, sorry about that, see you next week"
Happy to prioritise new business over fulfilling remaining obligations from a previous sale.
Dreadful.... Read more