Purplebricks has responded to the review website AllAgents which recently reinstated some disputed reviews - but there appears no threat of legal action.
In September AllAgents suspended the reviews because it wanted to avoid possible legal action: Purplebricks had sent legal letters to the review site over a number of disputed statements about the agency’s performance.
This morning Purplebricks has issued its response to the reinstates reviews. The agency’s comments, in full, are below:
“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."