Overall experience was okay

Our overall experience was okay. Communication throughout the process was good, and whenever I messaged Jack, he was always quick to respond, which we appreciated. There were, however, a few parts of the experience that could have been handled differently. We purchased the property through a rollover clause, and when we found out our offer had been successful, the focus of the conversation was on how upset the other buyers were rather than acknowledging what was a really exciting and significant moment for us. While we completely understood that it was a difficult outcome for the other party, it did take away from what should have been a happy moment. Settlement day also felt a little impersonal. We didn’t receive any communication about collecting or accessing the keys, and when I messaged to ask, I was simply sent the PIN for the house. When we arrived, the property had also not been properly cleaned after the staging had been removed. Having bought and sold several homes before, we have experienced agents who make settlement day feel a little more special, whether that is simply a congratulatory message or a small gesture such as a bottle of wine or chocolates. It is not about the value of the gesture, but about recognising that buying a home is a significant milestone. We appreciate that Jack represents and is paid by the vendor, and Jack was responsive and professional in his communication. However, it did feel as though the buyer experience was somewhat overlooked. They clearly sell a lot of homes, but those small personal touches can make a big difference and would have changed how we felt about the overall experience. Hopefully this feedback is useful in recognising how important the experience is for buyers as well as vendors.