Cally Choy

For an agency with such strong reviews, my experience fell well below expectations due to poor communication, weak coordination, and the constant need to chase for updates.

Our house was sold at the top end of the price bracket within a week, which was a great start. However, communication afterwards became very limited, often one-way, and at times felt non-existent.

To begin with, the keys to my house after an open day were not returned within the promised timeframe, requiring several follow-up emails and phone calls. While the agent did apologise after I raised the issue, a simple text or phone call with an update would have gone a long way.

Throughout the buying process, we received numerous urgent emails from the team, forwarded by our buyers and others further down the chain. Every time, we responded quickly and addressed any concerns, but we rarely received a response or any meaningful update in return - leaving us worried and in the dark.

The most frustrating example was when we were told that the bottom of the chain had a "hard deadline" for completion, despite us being less than four weeks away from it. This deadline had NEVER previously been communicated to us & the onward chain, causing unnecessary stress and a scramble across the chain to try and complete in time. A manager eventually had to step in to clarify the situation.

After everyone agreed to work towards that deadline, another completely different completion timeframe suddenly emerged from the top of the chain. It was difficult to understand how two conflicting deadlines could exist without being communicated between the agents involved. In the end, we agreed to break the chain to keep things moving.

Following that, we encountered further issues with our buyers, which resulted in me constantly chasing my solicitor, the estate agents and other parties for updates, while also trying to ensure information was being shared across the chain.

I appreciate that issues arise during house sales and purchases, and not everything is within an estate agent's control. However, for an agency with a 4.8-star Google rating, I expected top communication. My experience was characterised by poor communication with me as the vendor, a clear failure to gather and share essential information between key stakeholders, and important deadlines only coming to light at the last minute. More often than not, I felt I was doing the legwork myself—chasing solicitors, gathering information and making sure everyone in the onward chain was kept informed.

Communication was generally poor with most of the team until the manager stepped in. Michael was noticeably more responsive but it didnt help with the overall experience and result.

The house purchasing process in the UK is never easy, so choosing the right estate agent and the right people involved should hopefully help reduce unnecessary stress.

£500 worth of goods lost/damaged & a fake helpline

One parcel has been lost and another (£400, fully insured) arrived damaged. I’ve been chasing this for nearly a month, sending all evidence requested, yet still no refund or resolution — just repeated “ongoing investigation” replies.

You are responsible for around £500 worth of my goods, yet show no urgency to resolve this. To make matters worse, your phone line doesn’t even work, making it impossible to speak to anyone.

Completely unacceptable for a company of this size.

£500 worth of goods lost & damaged & a fake helpline by DPD UK.

One parcel has been lost and another (£400, fully insured) arrived damaged. I’ve been chasing this for nearly a month, sending all evidence requested, yet still no refund or resolution — just repeated “ongoing investigation” replies.

You are responsible for around £500 worth of my goods, yet show no urgency to resolve this. To make matters worse, your phone line doesn’t even work, making it impossible to speak to anyone.

Completely unacceptable for a company of this size

DO NOT BUY FROM THEM. Ordered my suitcase on 30th Dec, still haven’t received my order, no update whatsoever. Contacted their team on WhatsApp and said they will give me an update, still nothing.

Got a trip coming up and currently hv no suitcase!

I placed an order that was supposed to arrive on December 2nd, but it didn’t. After speaking with their customer service team, I discovered there’s a hidden second deadline for the delivery, and only if the product fails to arrive by that date am I eligible for a refund. This is completely misleading and unacceptable—you can’t advertise a delivery date and then have a hidden backup one. As it stands, I still have neither the product nor a refund.

My partner had made an appointment for a tyre fitting at the Ashford Centre for 12:30 pm. He arrived on time for his scheduled appointment but was told that the assigned staff member had gone for lunch. We were asked to return at 1:30 pm, an hour later than our originally scheduled time.

I am very frustrated with the situation. Scheduling an appointment implies a commitment from both parties. While I understand that staff members are entitled to lunch breaks, it is the responsibility of the management to ensure that appointments are honored and customers are not inconvenienced.

I then spoke to the deputy manager at the local centre, Phillip, on the phone. He told me there was a staff shortage, but there was nothing he could do to rectify the situation. Essentially, I have been told that I simply need to accept the fact that my time is being wasted.

As a customer, I find this response unacceptable. It is not the customer's responsibility to bear the consequences of poor management and inadequate staffing.

I am also disturbed by the allegation made by Philipp in our conversation, as he claimed I was bullying him during our interaction.

The way you handled this situation reflects poorly on your management and service standards. I strongly suggest that you review your appointment scheduling procedures, ensure adequate staffing, and prioritize customer service to prevent such incidents in the future.

I strongly advise against using DHL services for your company. I have had three separate incidents in the past two weeks where parcels were either delayed or not collected on time.

The first parcel was not delivered because the driver did not use the doorbell and did not leave a parcel card for me.
The second parcel was scheduled for a pick-up, but the driver did not show up and came to my house the following day without any notice.
The third parcel was supposed to arrive on Thursday, but it did not. There was no update on the new delivery date.

When I called customer service, I was informed that the parcel would arrive within a certain time. However, the driver decided to delay my parcel delivery window for another 2 hours without any explanation. The tracking service showed that the driver was next to my house, but they did not deliver the parcel.

Absolutely shocking company. I strongly advise businesses that care about their customers receiving their products on time to avoid using DHL.

I strongly advise against using DHL services for your company. I have had three separate incidents in the past two weeks where parcels were either delayed or not collected on time.

The first parcel was not delivered because the driver did not use the doorbell and did not leave a parcel card for me.
The second parcel was scheduled for a pick-up, but the driver did not show up and came to my house the following day without any notice.
The third parcel was supposed to arrive on Thursday, but it did not. There was no update on the new delivery date.

When I called customer service, I was informed that the parcel would arrive within a certain time. However, the driver decided to delay my parcel delivery window for another 2 hours without any explanation. The tracking service showed that the driver was next to my house, but they did not deliver the parcel.

Absolutely shocking company. I strongly advise businesses that care about their customers receiving their products on time to avoid using DHL.

Got the best offer in the market to sell my car! Took less than 10 mins for my car to be inspected and money in the account within a min! Definitely recommend!

Absolutely disgusting after sales service! Dining table is broken, waited 6 months for a replacement. Replacement came broken and now they are refusing to give us a refund. Completely wasting my time and money! Avoid completely.

Great offer and very quick to response!

Will definitely use Box and Docs again!

** Updated:
Maze living contacted me to explain the situation and Stephanie, the Customer Relations Advisor was keen to resolve the issue and offer other incentives. Understand the situation is also somewhat out of their control and appreciate their time and effort to be in contact.

Delivery date kept getting postponed but no communication from the team at all. Ordered my fire pit set in March, meant to be delivered in end of June. I have to call them myself to find out it is coming a week later, then called again saying arriving in mid July. Just got told this morning it will be mid August.

I know delivery nowadays is a bit troublesome with covid but delayed for 2 months aren’t acceptable, especially when I have to be the one kept chasing for an update. So what am I meant to use now during my summer?

Had a nightmare trying to complete due to various reasons. Jo Bavister went above and beyond to try and sort things out for us, update us every few hours. We managed to complete at the end and her help has been monumental. Martin Whalley has also been so helpful answering our endless emails and questions.

Highly recommend Mortgage Store and truly so grateful for everyone who were involved!

So far.. chased for my delivery twice.

First time telling me the stock is delayed. Understand stock level is temperamental but no updates from the team to inform any changes.

Got told delivery is delayed for 3-5 days, been 10 days now and heard nothing. I checked the items again and they are shown as in stock on the website?

Disappointed by the service when the rest of the reviews seems to be good?