Literally the WORST customer service, and experience I have ever received by any "professional" company - and I didn't even get so far as to buying or letting an art studio with them! It was so laughably poor it has actually compelled me to write my first ever Google review - if it saves anyone else the misfortune of using them, or gives another local company more deserved business, then it's absolutely been worth my time. If I could give zero, or negative stars I literally would do.
The 2 staff I dealt with were rude, ignorant, arrogant, and were seemingly only interested in getting rid of me once the ad I was interested in had been let to someone else ahead of me.
The morning of my viewing they called me whilst at work, so I stepped out the room to call back LESS than a minute later. Rather than explain to me the reason for their call, or putting me through to the person who I had been dealing with upto now..the receptionist refused and said ...AND I QUOTE!!" "~name~ did not want, or need to speak to me, as she has just left you a voicemail!
...baffled, I asked her to just relay the message or just put me through to explain what's going on with my viewing? it was clear my call and their apparent voicemail had overlapped given they only initially called me 1 minute ago and I'd phoned right back!!...
She then said "the viewing is cancelled, goodbye" and hung up.
I wasn't sure if I was astounded, or amazed..!? Especially as I had been nothing but professional in my correspondence, and had not been rude in the slightest.
I phoned her right back to complain/suggest it might be good practice to politely say unfortunately you have missed out on 'x' property. and offering the customer alternative properties, rather than to disconnect calls ...that is - if you still want their business going forward? ..as it would make sense that someone who has missed out on a property, might still be interested in others???
She then said, "It's not a case of wanting your business, the property has been let, and we simply don't need it.".
(Customer service 101. ...shaking my head???????) ...bare in mind I was only enquiring about my missed call... and am under the impression I have a viewing after work - but for some reason was subjected to this!?
I later phoned back to formally complain, and they claimed it was staff from a different call centre/ office. and that she was horrified to hear about what had been said. ....I went along with it, despite me audibly hearing this exact same lady in the background on my previous call when I was asking the receptionist to be put through! ...so I doubt this ever reached the senior management.
But oh well, it's a good job they are doing so well and don't need my business! ..I wonder if their director would concur with her.
Or if her senior management will care about the 1850+ and counting local people who liked my post about this story/& avoiding this agent on Facebook. ...mostly made up of young couples and young professionals looking to buy and let properties locally.
...or that all of our 40 creative staff that will require to buy & let property in Taunton for the next 5 year project - have also been told to avoid here.
I'm sure some very good people work here. But their staff should probably be reminded by their company director that they represent the company at all times.. and making the assumption that a £700 let is small fry and treating the customer like **** will only serve to harm their reputation.
Good manners cost literally nothing, and in business nothing is more costly than a bad reputation.
3 years ago