@aggi I'm in the process of buying a place from purplebricks atm. They're a bit sh - the lack of proper contact with an agent early on is really frustrating, but once we'd been and spoken to the guy it got a bit better. I'm given to believe each agent's patch is quite large, and they're not incentivised to be flexible or make time.
Our (hopefully) place came up on a rightmove search, so phoned and booked a viewing. Then got an email saying viewing had been moved to a Saturday. This happened a couple times - no notes of explanation, loads of slots available with their system, I ended up going to their customer support chat and got the mobile number for the agent and it turned out they were doing an open house and the only time free is 2pm (which scuppered my plans).
From there we spoke directly with the agent, who phoned to tell us our offer was declined, and that they would be taking final offers after another viewing. He phoned again the following Saturday to say we'd won.
We're obviously not taking any other service from them, prefer to appoint our own mortgage brokers etc. Had a load of pesky emails saying viewings had been arranged, offers made etc.
To @gms point - we got in touch with the seller to ask about leaving some things and only through that found out they’re taking a tree from the garden, which isn’t a problem but shows these details get lost in the system (or I’d assume the system is just really basic and so not really fit for the purpose of spending 00s of 000s on a house).
TL;DR - depends completely on the agent assigned, but at best theyre not great, and the system is junk from arranging a viewing through to purchasing