Ruxton have a strapline on their website: "first and foremost a people business". *One of the partners who we met initially, does role model this when dealing with clients. Sadly, other members of the team, including the other partner, let him down after the initial agreement was reached. When our buyers pulled out, there was no sense of urgency to get us back out to market quickly and a lot of time was lost. Then there were days and days where no-one would make contact to update us on how things were going or what they had done to obtain feedback after viewings. The viewings were not very dynamic and often the person doing them could not answer straightforward questions even though she had been fully briefed. We received a number of very low offers and they simply informed us of them, but made no attempt to negotiate closer to purchase price. The job title of Sales Negotiator held by their team members was a misnoma as they neither sold nor negotiated, just told us what people had offered. Kristina made me feel as though I was making a nuisance of myself when I called to discuss our proposed purchase price with her. She kept telling me that one of the low offers was a "good offer", but wouldn't be honest enough to come out and say that she didn't believe in our pricing strategy - which at the end of the day we had agreed with Graham in the first place! I had to ask her outright whether she believed in helping us to achieve the price we were seeking, and still didn't get a direct answer. She wasn't very friendly towards us when we called, and gave the impression that she didn't appreciate us challenging them. The other partner in the business, Nav, was very brusque and has a very "hard sell" approach. Having changed agents, we sold within a week of being back on the market with them and achieved slightly more than the purchase price on the abortive sale with Ruxton, so we were right to stick to our guns. This sale has now completed. I feel that Graham's good work with clients up front is being let down by the aftercare provided by the rest of the team, and that he is the only one living up to their company ethos. I hope that if they read this review, they will take on board the comments in the spirit of constructive feedback. This is an emotive time for people: they should be skilled at having honest discussions with clients without it resulting in a surly attitude, and need to develop a culture of empathy across the whole team if they are to improve their service.