Extremely disappointing experience and without doubt the worst customer service I have ever received from a letting agency. My partner and I viewed a property through Drivers & Norris that was advertised with wooden flooring throughout the main rooms. The same flooring was present during the viewing and we were informed by Alex Osadchiy that it would remain. Based on the advertisement, the viewing and the information provided, we made an offer which was accepted, paid a reservation fee and spent a considerable amount of time progressing the application, reviewing contracts and providing documentation. Only afterwards were we informed by John Young that the landlord intended to remove all of the wooden flooring and replace it with carpet. This information had never been disclosed beforehand and was particularly important because both of us suffer from dust allergies. Had we known that carpet was going to be installed, we would never have made an offer on the property. What I found most concerning was the completely contradictory information provided by different members of staff. Alex told us the flooring would remain. John later told us it would be removed. These two positions are obviously incompatible and left us with very little confidence in the information being provided by the agency. When we raised reasonable concerns and asked for clarification, our questions were repeatedly dismissed rather than properly addressed. At no point did anyone acknowledge that the information provided during the viewing differed from the information later given to us. The comparison we were given between the flooring and the furniture shown in the photographs made little sense, as the advertisement explicitly stated that the property was unfurnished. No equivalent disclosure was ever made regarding the flooring. The landlord is of course entitled to renovate the property as they wish. The issue is that material information was not disclosed until after we had invested significant time and money into the process. The only positive aspect of this experience is that the reservation fee was ultimately refunded. Unfortunately, based on my experience, I cannot recommend Drivers & Norris. The level of customer service provided by both Alex Osadchiy and John Young was genuinely the worst I have encountered when dealing with a letting agency. EDIT AFTER RESPONSE: this is the first apology and acknowledgment of wrongdoing on your behalf I’m getting throughout the whole process and the only reason why you’re giving it’s because this is public and everyone can read it. You should train your agents better to not provide incorrect information, change your listings to not depict wrong facts and really need to work on your customer service because this is not good enough.