15th May 2024 (4 days ago)
After sending my feedback directly to Palmer Snell over a week ago and as expected not receiving a response, i will now post here.
My partner and I decided to both sell our flats to hopefully buy somewhere together. As two first time sellers, we have had an awful experience with Palmer Snell. Please see the reasons below we decided to take both properties off the market with Palmer Snell and list with a different agent.
- From the first viewing onwards, we have had loo to constantly chase for feedback for days and days after the viewings. This was frustrating from the get-go, especially with the difficulty of getting through to the office. On some days, I called hourly to try and actually get through to someone. I dread to think how difficult it would be to try and arrange a viewing.
-On multiple occasions, it would take weeks to get a response to texts or emails despite multiple follow-up emails and voicemails. This started once we had signed a contract; before signing the contracts, we would get responses within hours, which never quite sat right with us.
- At one point, a potential buyer asked questions regarding the lease, which I provided the same day to Palmer Snell. When I called to ask about this potential buyer a week later, I was told the agent had been too busy to read the lease and asked if I could do it instead. At this point, the buyer was no longer interested. No apology for the lack of communication or incompetency was provided. It was a 'why don't you do yourself' approach. If we wanted to sell the properties ourselves, we wouldn't have hired an agent.
-When we had valuations for both of our properties, we were told photographers would be attending. This was never arranged for my property despite chasing this up multiple times. Photos were taken on an iPhone, which would not have been a problem if we were not told differently prior to signing a contract.
-We were also told our listing would be premium listings - it took multiple emails and calls to actually get this to happen which we found really unprofessional.
-Throughout, there has just been an overall lack of contact - every update from pre and post-sale we have needed to chase for ourselves. There was no initiative to help the sale through or to provide any form of reassurance. As first-time sellers, this is something we really struggled with, and the whole process has lacked any form of personal touch or consideration and ultimately just been made as stressful as possible. We now have a complete lack of confidence that Palmer Snell has been doing everything possible to help with the sale. To be entirely honest, I would have resented making payment if the sale were to have continued, as it would be for a service that has only ever involved opening the front door around five times, nothing more. We both had a really good impression after meeting Michael and Connor at the valuations and are really shocked at how we have been treated.
The silver-lining of our flats being marketed elsewhere is that we will not have to make payment to Palmer Snell but to an agent who is willing to do the work. On a side note, since listing the properties elsewhere within only a matter of weeks ago we now have an offer at full asking price, our experience with the new agent could not have been more different.... Read more