This is the worst estate agent I have ever met (talking here only about the branch in Addiscombe, as I dealt with them). I wanted to buy a property through this branch and received a call from them bullying me to register with their branch for the sale of my property if I would like to buy the property through them. But I was stonished with the customer service provided! I received an offer on my property after 7-8 months being on the market with this branch but I had to chase the staff for everything - for the offer letter, sale memorandum… After accepting my offer, the communication went straight down hill… Two people who dealt with my case got sick (Tony & Andre). There were no one in the office to answer my questions. Kerry Finch - the branch manager - did not have a clue about my case (shouldn't the branch manager step in when the office is under staff??? - no she did not!). I called couple of times to the office to pass her a message. I had been promised that she would call me back but she never did! The staff who got sick - never buzzed to put out of office message to inform a client about their sickness & whom a client should contact in their absent. But even Carrie Rudge - the branch partner - does not have this habit! So, you cannot expect much from her staff now! I had been informed by Carrie that after the accepting my offer (it was one month later) I had two viewings on my property! This was cracking, as those days I was at home & there were no viewings! I checked my emails, phone - no emails, no calls, no sms & Barnard Marcus did not have keys from my property in order to do the viewings! However, Carrie was trying to convinced me regarding the viewings as this was what she could see from the system. Does the staff of Barnard Marcus locking a false information into the system???? More over, I was surprised to hear that my property was still on the market after accepting the offer. On this Carrie rudely replied me that I should check the website. Is it a client's duty to check the job which supposed to be done by estate agent & they paid for this to do so? Wh ! y I was not informed that my property is not going to be withdrawn from the market (later my deal failed as the buyer could not get mortgage)? Or by not withdrawing the property from the market the estate agent already anticipated that the buyer is a credit risky one and did not notify me? After one months not getting a sale memorandum I had been told that deal failed but only because I chased them. If I would not chase them - they would keep feeding me with promises to finalise by the end of the week and to send a sale memorandum. When situation became very worried to me (the staff was not replying on my calls) I decided to pop in to the office & to talk face to face. However, when I arrived at 6pm to the office, the office was closed even though the closing time of the office 6.30pm! So, I called to complaint about it & was told that for the couple of days the office closed earlier as there were flees in the office! I cannot understand this - if you close the office earlier - don't you make sure that all calls are re-directed to other branches (it was not done straight away), also why not to put a message on the front door with the optional number to call in case you get a client near your door or a potential client who may want ed to pop for a quick chat? No, nothing these were done! How careless is this branch! Clients are only numbers: one more, one less does not matter for them at all! In order to get my case closed I had to call to the head department who provided me with the name of the area manager (Daniel Cross) but refused to provide his contact details. It took me whole day calling around different branches searching his contact details. When finally I got hold on him I was asked to put my request in writing & he will have 14 days to answer me, as he is an area manager. Great answer but who is going to deal with me those 14 days, while he will be looking into my case? When Daniel reliased that he does not have staff in Addiscombe branch (3 people on sick leave - this what I had been told) - he promised to sort my issue himself. Only when Daniel Cross stepped in, the greatest brach manager Kelly Finch finally gave me a call to apologise. Is this the branch manager who works only when the boss step on her feet? She seem really hard working manager who cares about her branch & clients… Barnard Marcus such a big well-known name; it took years to build this name & reputation, why the people like in Addiscombe branch have to destroy this??? Why when other staff working hard to build & maintain good reputation of Barnard Marcus, others only misusing their positions & destroying all good image… I gave one star only because their is no negative side rating. For this branch I would definitely give 5 negative stars experience. Stay away from this branch if those people are still around there and you do not want headache in your life!!