We are sorry that on this occasion you feel that our service didn't meet our usual high standards. As I explained during our subsequent conversation, a viewing time slot was initially offered but not confirmed. Unfortunately when you called back to confirm two days later that slot had been taken by another client and was no longer available. As with many businesses at this unprecedented time, we are trying to offer our services under strict government guidelines and an extremely busy time for the industry. Unfortunately this means we cannot hold appointment slots for possible viewings. I was present in the office during this incident and would like to again assure you that the staff member was confused as the statement you made did not correlate to the information on her screen. She in no way meant to appear rude nor was she questioning you. She is a new, junior member of staff and has been very upset by the incident and the resulting review. At Stones Young we feel that everybody deserves a chance to learn when starting a new role and we are sorry that on this occasion you were so affected by her inexperience. We are also sorry that during our conversation you decided that the property you were seeking to view wasn't suitable due to its parking situation. If in the future you would like to view any of our other properties we will be happy to accommodate you. Regards Jo-Anne, Director, Stones Young

Good morning. We are sorry to see you have left a one star review. As you have not left a comment or your name for us to check against our customer data base as to the reason you felt it necessary to give us such a review we are unable to address any issue you may have. As you will see from the majority of our reviews, we pride ourselves on our excellent customer service and are therefore slightly baffled by your one star. We would welcome the opportunity to rectify any problems and would be grateful if you could contact our team to discuss this. All the team at Stones Young

We're sorry to hear that on this occasion you did not receive the service we normally deliver. Our records show that your viewing appointment was booked for 3pm and at 3:04pm you called the office and we advised you that unfortunately our colleague was held up in Friday afternoon traffic, that he was on his way and would be with you within the next three to four minutes. We understand that you had other commitments and were unable to wait. We would welcome the opportunity to rearrange the viewing if you would please call us with a convenient time for yourself on 01254 682470. Again we offer our sincere apologies.

Good afternoon, we are suprised to read of your disappointing experience as this is not in line with the excellent service we endeavour to deliver. As we don't have your name or details of the property in question we are unable to investigate this matter further. If you would like to call the office on 01254 682470 we would welcome the opportunity to discuss this with you. Kind regards The Team at Stones Young