Mystery surrounds a TrustPilot rating of Purplebricks which seems to suggest that a vendor had at least some responsibility for “pushing” the listing for their home to go live on Rightmove and Zoopla.
The matter has led to some speculation among agents, who are believed to have raised it with the portals.
Purplebricks itself responded to the TrustPilot rating, saying that the problem did not appear to have been at its end, but that the customer should never have been left to resolve it.
The rating – which, very unusually, gives Purplebricks one star – says: “We attempted to push our property ad live this morning, 9am and here I am, 3pm with still no live advert, numerous calls, conflicting info and a day of potential selling wasted.
“This review isn’t targeted at our designated ‘local property expert’ (LPE) but squarely at the head office who (across various calls):
“- Insisted they couldn’t do anything to help and could only leave a message for me to get a call back from our LPE. So not attempt to tackle the issue.
“- Proceeded to push the issue to Rightmove and Zoopla and gave me the numbers to chase them to resolve the issue (should I really be chasing to get my ad live??)
“- Having been told it would be fixed “within the hour” was then told it could be 24hours but just depends.
“Thus far, this has been unacceptable and in some calls, I would say there was a dismissiveness that I found quite frankly rude.”
Purplebricks responded to the complaint, saying: “Thank you for bringing this matter to our attention. We are very sorry to hear of the issues that you have experienced, and whilst the technical issue does not appeal [sic – the word should presumably be ‘appear’] to be at the Purplebricks end, it would never be our usual high standards to leave this for our customer to rectify. We are genuinely sorry if this was the advice that you were given.
“We understand that you have been liaising with the Regional Director for your area, and that he is assisting you currently. We would like to reassure you that this matter will be investigated internally and that training will be rolled out to those involved.
“We pride ourselves on delivering a supportive and convenient service to our customer and would never wish to hear of anyone being so let down. Thank you once again for allowing us the opportunity to help you.”
Agents remarked in a group email thread that they were astonished that the vendor was apparently given the task of “pushing the property ad live”, and that they were given direct contact with Rightmove and Zoopla.
EYE has asked Purplebricks for further comment.
Purplebricks responded to the complaint, saying: “Thank you for your upfront fee, why should we care now”
OK, OK, that bit was me!
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most of their reviews are asked to be written by the LPEs at point of offer being accepted. Quite deceiving in my opinion as there’s a long way to go after that, so it’s the ‘true, full’ experiences that customers have that should be investigated before listing, like this one. Plenty of them on Facebook.
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Was The PB response written by an eight year old? Absolutely terrible.
Clichéd response after clichéd response.
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Looking forward to PBs response…
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“Yes we took the money and ran”.
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With their piece meal attitude to TPO membership etc etc. It would be worth finding out if the contract had any cooling off period.
Anyway. how much buyer remorse does he Mr H have now. Pay peanuts get purplepricks
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I mean Purple Bricks. Genuine Typo. Sorry everyone.
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TBF purplepricks is one of my favourite ever typos!
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Don’t apologise – that ‘typo’ won you some fans…
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Any comment from PurpleBricks yet?
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Still running.
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