My Mum viewed a property, fell in love with it and arranged a second viewing on the following day Sunday at 2pm. Early on the Sunday morning Mum decided to put a note through the door offering the asking price. A call was received from the vendor 1/2 hour later saying that they accepted the offer. So during our second viewing it was hand shakes, hugs and a gentleman's agreement was firmly in place. While we were there they told us that another person had viewed just before us saying that she wanted it and would pay more - the vendors assured us that they told the lady straight that they had accepted our offer we're not interested in any other offers as they were people of their word and once a deal was shaken on that was that. We agreed that we would be in touch with the agents first thing and so would they. My Mum called Sandra Brown and was met with a condescending manner instantly and comments like 'you shouldn't have put in an offer direct' and 'you shouldn't put in an offer if you haven't exchanged' Mum answered that 'well, you're not open sunday's so we had no other option' and 'we're exchanging on our property any day' Half an hour or so later Sandra Brown called back saying that they have received a higher offer on the property and what did my Mum want to do about it. Mum's answer was 'But our offer has been accepted, please speak to the vendor as we have shaken on this, I don't want to get into bidding wars but and they insisted that they were not interested in any other offers and the property was ours' We subsequently waited for a call back from Ibbett Mosely all day. As this clearly wasn't happening we decided to call them. We eventually got through late in the afternoon (their line was constantly engaged) and was met with 'The deals done and you pulled out' At this point I had to take over with the call as My Mum was too distraught to carry on the conversation. We had a very heated argument and I told her that she was blatantly lying and that at no point did my Mum say 'Im pulling out'. I was present at both conversations and I can confirm this was the case. The call was ended by Sandra Brown slamming the phone down on me - professional eh?? It seemed to us that Sandra Brown had her client and we were an obstacle in the way of her 'sale' which was clearly in the bag! I reported this extreme unprofessionalism to a gentleman at their head office Robert Wickham who was very apologetic and did try his upmost to help with the situation and other than putting in silly offers there wasn't really much else he could do. But he did confirm that: a) We could put an offer in direct to the client (it wasn't our fault that they decide to close on Sundays) b) You can put in an offer at anytime and that you don't have to wait until you've exchanged c) And the deal isn't 'done' (as sandra kept repeating down the phone during our heated exchange) until exchange of contract. All which was wrongly 'quoted' by Sandra Brown This whole experience really shook my parents who are 'getting on a bit' They hadn't dealt with Estate Agents in over 25 years and it left them feeling like nothing has improved in that time and that the bad reputation Estate Agents had in the 80's was still evident. Since this has happened the property is back on the market - no surprise there as its on an extremely busy road. Also its on for £15K more that last first marketed... good luck with that is all I can say - maybe just maybe the vendors will regret going back on their word ? But we'll never know. Also, my Parents have now found their dream house in a very 'quiet' location and have had the 'pleasure' of dealing with Simon Miller estate agents in West Malling who were lovely and professional and restored their faith in human beings ... oh and Estate Agents!