Royston & Lund Avis 4

From the start Ria was in constant contact keeping us updated with the purchase of our property she was very responsive and answered all of our queries promptly she was very helpful and friendly and I can recommend.

I cannot stress strongly enough that you should avoid using Royston and Lund. Whilst my sale went through, it was not because of Royston and Lund, but rather the efforts of other estate agents in the chain. If the other parties in our chain had estate agents of the same calibre as Royston and Lund, I have no doubt that our sale and purchase would have completely fallen through.

The initial sales pitch was impressive and the fees were competitive, however the service thereafter was extremely disappointing.

Pricing guidance was poor, and we ultimately had to seek advice from another agent to correctly price our property. It would be overly generous to say that they were reactive in their approach, let alone proactive, and sales progression was non existent.

Communication was so ineffective that other agents involved chose to exclude Royston and Lund from communications, as their involvement was more of a hindrance than a help, and we had to deal with other agents directly instead.

Updates were infrequent, responses were slow, and promised callbacks often did not happen. When updates were provided, the information was often out of date or incorrect. On several occasions, inaccurate details were communicated by Royston and Lund to other parties on our behalf and we had to correct them. We were explicitly told that emails relating to our transaction were not being opened or read.

Overall, the experience caused unnecessary stress and frustration. When complaints were raised, no apology was offered, they simply proceeded straight to threatening legal action if we didn't pay the fee on the basis that the transaction had completed and so they had done their job.. We received what are clearly precedent letters very quickly, which suggests that they get these complaints frequently.

I have never met a company less deserving of their fee.

I would strongly, strongly advise avoiding Royston and Lund, and recommend contacting someone like Liz Milson or Jess Beesley instead.

Matthew Powell at the Keyworth office was professional, knowledgeable and efficient throughout. He kept in touch throughout with regular updates and always returned telephone calls and made any visits to the property that were needed, as this was a sale of an empty property.
He also recommended an excellent firm for Property Clearance.

Unfortunately, this has now been the third time we’ve had the same staff member conduct a viewing, and the experience has consistently been disappointing. She has arrived late on each occasion, did not show us around the property, and was unable to answer even the most basic questions about the house — such as how long it had been vacant. Instead, we were left to look around on our own while she remained downstairs on her phone. On our second viewing she didn’t even realise that we had already bought the property, which was very concerning. This gave the impression of very little effort or interest, which really let down the overall experience.

To add to this the agency has continued to book viewings for new buyers on our house — despite the fact that it has already been sold — and then had to cancel at the last minute when they realised their mistake. Overall, the experience has been extremely disappointing and unprofessional.