Purplebricks this morning lashed out against allAgents in no uncertain manner.
In a hard-hitting statement, it criticised allAgents, saying it had no desire to work with them. allAgents last week reinstated reviews of Purplebricks on its site after a period of removal which followed legal letters questioning the authenticity of a number of the reviews.
This morning’s full statement says: “We have noted AllAgents reinstatement of certain reviews on Purplebricks. We have asked on numerous occasions for evidence that would allow us to verify whether or not they were from genuine customers, AllAgents have been unable or unwilling to share this data with us for reasons best known to themselves.
“Our position has always been very clear – we welcome all reviews from anyone who has been authenticated as a customer, whether they are good or bad. We do not welcome reviews from people who have not had direct experience with us as a customer, as this can lead to misinformation for consumers.
“In the overall scheme of things AllAgents is now listing just 73 reviews of Purplebricks (which may or may not be authentic), covering a period of over 3 years, which represents just 0.07% of the over 100,000 customers Purplebricks has acted for since it was founded.
“To put this into perspective, Trustpilot is currently listing more than 33,000 reviews of Purplebricks.
“Trustpilot has considered Purplebricks’ review process and verification measures and has confirmed that this approach is consistent with its high standards of objectivity and transparency. Trustpilot reviews are “live” and can be updated by customers at any time should their perspectives of their service quality change up to and after completion.
“Furthermore, as announced Purplebricks will be launching a second review platform with the highly respected review service Feefo early in 2018. Customers will be contacted directly by Feefo and Feefo will directly oversee reviews coming via its platform.
“Our experience of allAgents has been extremely poor, as it seems is that of many agents across the UK.
“We have never sought or had any commercial agreement with allAgents and we have no desire to work with them in the future, as we have no confidence in the veracity, robustness and transparency of its service.”
Comments (58)
If PB have dealt with 100,000 properties (we still don’t know how many were actually sold) and they have 33,000,4 and 5 star reviews, that is incredible! What I would request of PB. is that they go back to all those reviewers and get an up to date opinion. 73 reviews, many of which are critical, seems to worry them over much. They are bigger than that aren’t they. Also I not impressed with them going to Feefo, which while it is a good and respectable site, only deals with reviewers who are directed to it. I wonder how many those will be?
Spot on about Feefo – I suspect that’s the main attraction form PB’s standpoint.
As I’ve said before Google all the way as far as reviews are concerned, the only issue there is trying to update a review, not sure if that causes any issues with Google?
Anyway, for some light reading, try this: –
https://uk.trustpilot.com/review/purplebricks.co.uk?languages=en&stars=1
jeremy1960
It’s just a pity that you can’t direct anyone to read those that have been #NUKED, or the originals of those that have been savagely amended from 1-star to three… four – FIVE STARS, even, once the PurplePounds have been dealt out.
The reviewer can update their Google review at any time – it’s one of the strengths of the Google system.
I tried to update address inaccuracies on all agents as they had my branch listed in a completely different town. Took forever to get through and they weren’t interested in changing the details unless I became a subscriber. If they don’t care about the basics how much do they care about the reviews being legit or not.
PB wouldn’t dare take on AllAgents. It would be the end for them, win or loose. The public wouldn’t trust them and see them as manipulating? Oops nearly mentioned TRUSTpilot, not sure about the first part and they would want to be dragged into the saga. When I first heard about them using FeeFo it did raise questions for the need, maybe TrustPilot is having second thoughts?
If they spent half as much time trying to sell properties (sorry, market properties) as they did moaning about this non-issue, they might actually make some money.
As if any poorly informed person who doesn’t appreciate what a decent agent can add in value, would be reading a review website called “AllAgents” anyway.
“As if any poorly informed person who doesn’t appreciate what a decent agent can add in value, would be reading a review website called “AllAgents” anyway.”
Spot on – and that goes for all the review sites – they’ll be looking at reviews on Google.
Don, anyone I speak to go to Google. When they use another review site it is normally within the company in question (often take down negative reviews) Amazon seems the exception or use the one that is promoted by the company and not heard of before. Anyone unsure, try it out on your friends!
I would ask what exactly constitutes a “customer” if I were to ask for PB to come and offer me a Market Appraisal and they they were late or didn’t return my calls would I be allowed to leave my feedback/review? Or do I only have that privilege when I have paid my money?
If I turn up at a restaurant but my reservation is in the book and I get turned away will I not be able to leave a review because I didn’t actually pay for anything?
I ask this as surely it is perfectly reasonable to leave a review of any business depending on your personal experience, no matter wither you were a customer or not – but hey maybe I am wrong.
The only reason I can see PB worrying so much about it is that it is a fundamental part of their marketing strategy, and actually they should probably concentrate on word of mouth reviews rather than what the internet says – as this surely is more focused on selling shares and getting more money from investors.
And before I get lynched for my comments I do feel that I can pass comment here as I recently employed PB to “market” my house for sale – I am a “customer”.
“I would ask what exactly constitutes a “customer””
The answer is in here somewhere:
support.trustpilot.com/hc/en-us/articles/205675248-Who-can-write-a-review-and-when-
“if I were to ask for PB to come and offer me a Market Appraisal and they they were late or didn’t return my calls would I be allowed to leave my feedback/review?”
Yes – but it would most likely get #NUKED.
“The only reason I can see PB worrying so much about it is that it is a fundamental part of their marketing strategy”
AMEN to that!
And before I get lynched for my comments I do feel that I can pass comment here as I recently employed PB to “market” my house for sale – I am a “customer”.
Your clarification is appreciated – I hope it is going well for you. Care to comment on your ‘experience’ to date?
Hi PeeBee,
I left a break down of my experience on a previous PIE comment thread
http://www.propertyindustryeye.com/purplebricks-to-add-new-customer-review-site-feefo-but-says-it-will-still-work-with-trustpilot/#comment-66015
Hope it offers the insight you are looking for.
Anything else just ask…
Apologies, David M – I was fairly sure you were the same person that had previously commented but couldn’t find the original thread in time!
Your experience certainly makes for ‘interesting’ reading.
I appreciate this isn’t an easy question to answer – but what do you think you might have got from it if you weren’t ‘on the coalface’?
I assume that the LPE was aware of your being an Agent. Did that, do you think, make any difference to the way your case was handled?
I did make the LPE aware I was an agent as I wanted him to showcase all of his, and PB’s, abilities and products – not just for my gain but also a bit of research.
I really don’t believe there was any difference in the way my property was handled , although I do think my experience allowed me to ask questions earlier in the process and move things quicker than it would have if I had left it to the LPE.
I fear if I didn’t have experience I would likely have taken the LPE’s advice and secured an offer of £15k less than I ultimately did.
Agreed – you can write a review on Trustpilot whenever you like (as you can on Google), but not on Feefo. As a matter of interest, has Purplebricks asked you for a review yet?
Hey Don,
Yes they did — full breakdown here
http://www.propertyindustryeye.com/purplebricks-to-add-new-customer-review-site-feefo-but-says-it-will-still-work-with-trustpilot/#comment-66015
Have drafted and redrafted my review will get it posted between Christmas and the New Year…..watch this space…
Hi David – re-read your post from last week – excellent breakdown. As a matter of interest, at what stage in the process were you invited to write your review?
Hi Don,
Hope this extract from last weeks post offers an insight.
So when did i get asked for a review, within a week of instructing them, and constantly until approximately 2 weeks after accepting an offer. Ironically it was at this point I stopped getting the request for reviews, the phase where the LPE disappears from all contact or assistance to help progress the sale, and the PB conveyancors get involved – it certainly seems like they knew it was going to be form that point onwards that the service level was going to drop and there was a high chance the sale would collapse….best not ask for a review after that point then.
Many thanks for that David, most illuminating!
A simple question – are Purplebricks adopting the same stance/attitude to Google reviews? Just search ‘Purplebricks London’ or ‘Purplebricks Solihull’?
The point I am making is that Google would never even respond to a query about one of their reviews (OK, you would get a polite ‘go away’ email!) unless it contravened one of their T&Cs -as far as I can see NONE of the allAgents reviews would be in contravention.
Was waiting for PeeBee, glad you’ve lept on it! 🙂
What I find incredible is how blatant and publicly this is happening yet the very bodies we pay our money to in the hope they will govern this sort of thing couldn’t give two s….. er, couldn’t care less.
But the CMA (the same body that fined those west coutry estate agents £375,000) will be watching every move on this.
“…we welcome all reviews from anyone who has been authenticated as a customer, whether they are good or bad.”
Here’s a nice 5-star pat on the back for them from a customer called Paul Johnson, back in March:
uk.trustpilot.com/reviews/58c9a489b0f738049cef5af7
It was so “welcome” that they even thanked him for it.
But for every Yin there is a Yang. Here’s a nowhere near glowing 1-star review from last night:
uk.trustpilot.com/reviews/5a381ca8a5b3290a603ed74d
from a customer called… you guessed it… Paul Johnson.
THE SAME Paul Johnson, in fact. He even refers to his first glowing testament.
So WHY, then, have Purplebricks singled it out and contacted the reviewer, as they do with the vast majority of 1-, 2- and 3-star reviews?
Ridiculously absurd answers, on a PurplePostcard, please…
>So WHY, then, have Purplebricks singled it out and contacted the reviewer, as they do with the vast majority of 1-, 2- and 3-star reviews?
Perhaps because they want to see if they can sort out the problems to the satisfaction of the customers? Perhaps offer compensation?
It would certainly be nice to have had some leverage over some of the Estate Agents I’ve employed over the years.
Leaving a 1 star review with PurpleBricks certainly seems to get their attention and may explain why some people post them in the first place.
In the end it’s all just speculation.
“Perhaps because they want to see if they can sort out the problems to the satisfaction of the customers?”
You haven’t read the review, have you, ducky? Property in Scotland – now ‘sold’ – what can they do to sort out the customer’s problems?
“Perhaps offer compensation?”
In return fior an amended score, perhaps? Or even a completely #NUKED review to go to that convenient place in the ether with all the others, maybe?
You’re beyond belief.
>You haven’t read the review, have you, ducky? Property in Scotland – now ‘sold’ – what can they do to sort out the customer’s problems?
Yes I did read the reviews and my comment was in relation to customers in general, hence the use of the plural.
>In return fior an amended score, perhaps?
Why not? If the customer is happy after compensation then they should amend the score.
Surely that makes sense to you?
Just read your penultimate sentence again and tell me you’re being serious.
Of course I’m being serious.
If you can resolve a problem with a customer by offering them compensation then that surely affects their position. Maybe enough to change their score.
If I buy 12 eggs and 6 of them are broken, I might leave a negative review. If the egg seller contacts me and says I’ll bring 6 eggs round to you immediately if you change your score to show you are satisfied then that’s the problem resolved is it not?
compensation – something that counterbalances or makes up for an undesirable or unwelcome state of affairs.
Of course, I can understand how PB having happy customers would upset some people.
“If I buy 12 eggs and 6 of them are broken, I might leave a negative review. If the egg seller contacts me and says I’ll bring 6 eggs round to you immediately if you change your score to show you are satisfied then that’s the problem resolved is it not?”
It is the “if you change your score” that is wrong in this example. Why the bribe condition?
“Why not? If the customer is happy after compensation then they should amend the score.”
Rubbish. And you know it.
You’ve babbled on constantly that people should be able to know this… and that… about Estate Agents… transparency… all things fair and equitable for the homeseller – so how the chuff do you defend your reasoning that a truly bad experience, that might quite rightly warn others of potential issues before they blindly make the same mistakes and be subjected to the same maltreatment AT SIGNIFICANT COST TO THEMSELVES can be swept under the bulging rug by giving back a few shekels and spouting some empathic ******** that the company that delivered said poor/awful/shocking service will “take your feedback on board and learn from it”?
I repeat my earlier statement – you are beyond belief.
PeeBee, you are blinkered.
I repeat what I said earlier.
compensation – something that counterbalances or makes up for an undesirable or unwelcome state of affairs.
Leaving a negative review when being happy would be unrepresentative would it not?
I appreciate this doesn’t work for you because you believe every negative review and covet it as though it is your own. If the actual parties are happy then that’s the important thing and this should be shown by the review or the negative review should be removed as it is no longer valid.
ducky – you are the blinkered one.
I repeat what I said earlier – now for the second time.
You are beyond belief.
Beyond repair more like.
Repeat as much as you like PeeBee.
Try answering the question of how leaving a negative review when the eventual outcome has not been negative is the right way for things to be.
Here you go, ducky – you go tell your bezzies to pony up a tenner or two to this lad from the £1400 he stumped up in #CONmisery, in return for a four-star improvement to his review:
uk.trustpilot.com/reviews/5a392b90a5b329045c33d12f
and please explain to your audience why OTHER POTENTIAL SELLERS should be shielded from reviews like this one?
To you…
PeeBee, if you answer my question with any degree of competence I’ll take a look at the review. Not really interested in allowing you to deflect by bringing something else up.
Oh dear PeeBee is getting a bit flustered here. Logic is not his strong point!
Staggering and comically weak excuses there Ducky.
What if you were considering a mechanic for the repair of your son/daughters car for example:
“I’m sorry Mr Customer that I ripped you off, miss-sold my service to you, the wheel fell off at 70mph and the brakes didn’t work. Here’s a few Bob to keep quiet, there’s a good lad eh?”
Are you saying you wouldn’t want to know as the review had been amicably resolved by way of what basically is a bribe?
Nope, dom-boy – I really don’t think I am getting flustered in the slightest.
And in terms of strong points – you come back and pontificate all you like, when you can demonstrate that one of yours is either acceptance of harsh reality or refusal to put personal gain before others pain.
Until then… you’re just gonna be known by all as a self-serving blowhard with an agenda there’s nothing on the planet big enough to hide it behind.
There is leverage, there’s face to face accountablity, reputation in the area they work. Unlike a faceless organisation that hides behind it’s NotLocal Property Practitioners
I don’t think people care if they leave a 1 or 5 star review, they just say how they feel to help others then move on. Any company has the potential to alter a review after the fact by way of compensation and/or threats.
The fact is that these reviews are not impartial, they are altered. Feefo will be no different.
Agreed – and then there’s always the reviews daddy of them all: Google.
Cyberduck 46: Just wondering – why are your comments always copy & pasted? (the ‘>’ at the beginning is the giveaway, as is the spacing), surely they are not being sent to you by someone else to post on their behalf?
Don haven’t you worked it out who he really is!
The purpose of a review site is for people to make comment without interference of the company being reviewed. Trying to rig the performance of the reviews by PB is unethical and defeats the whole object of a review. If PB are that concerned they shouldn’t stand in a glass house!!!!!! Considering they use Review sites for their own commercial interests and gain, is it time for regulators to step in and sort this mess out once and for all. It is time for PB to release their sale figures for audit and where are you NTSEAT and TPO? PB may have now started the end of the line for them and wished they had stayed quiet for such a little 0.07%. I can see the likes of Watchdog or Panarama revisiting them soon. Some serious questions also need to be reviewed with the stock exchange and will a parliamentary select committee start to investigate this PLC?
Just wait for the USA to catch on whats going on over here!
I reckon the CMA file on these reviews sites must be bulging fit to burst by now.
“Trustpilot has considered Purplebricks’ review process and verification measures and has confirmed that this approach is consistent with its high standards of objectivity and transparency. Trustpilot reviews are “live” and can be updated by customers at any time should their perspectives of their service quality change up to and after completion.
I just don’t know where to start with this, it is truly laughable. We all know that Purplebricks and Trustpilot delete reviews, on a daily almost hourly basis unless they fit the minimum requirements to keep Purplebricks fake TP rating. They pay TP too much money for TP to ever lose them as a client.
The current blatant manipulation, editing, bribing and misleading approach taken by these two seriously needs looking into. But the toothless, weak NAEA, and other regulatory bodies seem too afraid of PB aggressive solicitors to do anything.
And now they are moving from Trustpilot to Feefo where reviews cannot be posted when the customer wants? Watch their Google reviews from 1 Jan!
Can they provide PB with the data (which has to include names and addresses)…or does that breach data protection…?
Just try that with Google (see my comment below).
Purple bricks can certainly talk about being transparent … ‘pay no commission’ and weren’t they on watchdog for entering people into credit agreements without telling them? ….. don’t really think they have much of a right to Preach .. not to mention numberous complaints with the ASA
…….criticised allAgents, saying it had no desire to work with them. Neither do the majority of self respecting agents who find themselves ensnared in their web of false reviews. Never thought I’d ever ever say this but good luck to PB in trying to rid the industry of a nasty wart. Don’t know why they’re wasting their time, money and energy or even drawing attention to themselves but bonne chance anyway.
I agree entirely George.
I have zero respect for the ‘headed for the scrapyard’ PB and your description of allAgents as a nasty wart is spot on.
Next year will very likely be the toughest on record in our business and will surely sort the wheat from the chaff.
Estate Agents who uphold high standards of service and professional conduct will survive and flourish.
So are they seeking legal action or decided against that route now?
I don’t suppose they give a toss.
Comical hypocrisy on both sides…
PB TrustPilot rating is a complete scam so hit them to say they don’t trust AA is a double standards.
Equally AA site is so open to manipulation because they don’t verify if the reviews are from genuine clients that they can’t posdibly claim the higher moral ground. They publish league tables that have no merit beyond supporting the agents that subscribe to them.
So pleading unfair when they encounter a marketing machine they can’t bully is also double standards.
Good sport watching them squabble as a result.
allAgents? Possibly not – although they seem to have made a huge effort to defend their reviews. Purplebricks – most certainly they do ‘give a toss’ – otherwise they would have just kept quiet. My guess is that PBs US lawyers have put the pressure on – imagine trying to launch an unknown and disruptive business model in California and spending a shed-load on advertising only for people to see those allAgents reviews in every search!
Just search ‘Purplebricks reviews’ and you’ll see why Purplebricks care – allAgents’ rating is shown above Trustpilot’s. Trustpilot’s head of SEO must be under some pressure.