Keitan Saysell

As a first-time buyer, I honestly had no idea what I was doing and felt completely overwhelmed by the whole process.

Jaynie and Claire at Smith and Friends Estate Agents were absolutely incredible from start to finish.

They reassured me when I was stressed, kept in touch constantly, and even chased my solicitor on numerous occasions to keep everything moving.

Nothing ever felt like too much trouble for them, and they made such a daunting process feel manageable.

There were moments where I genuinely think I would have given up if it wasn’t for the support from Smith and Friends. Having people in your corner who actually care makes all the difference, and that’s exactly what Jaynie and Claire did for me.

I’m currently stuck in the Middle East so my mam had to collect the keys from the vendor for me, which feels surreal! But when I’m finally back home, I’ll definitely be bringing a gift for this amazing team because they truly deserve it.

I’m so grateful for everything they’ve done and couldn’t recommend them enough.

Thank you for helping make this huge milestone happen for me, once I am safely home I really can not wait to enjoy my new house!! 25 years old and a homeowner thanks to these lovely ladies at Smith and Friends Stockton!!! ❤️

After spending nearly five exhausting hours visiting different sofa shops looking for the perfect sofa and chair, I was honestly drained and quite disappointed.

None of the other stores met my requirements, and the level of customer service just wasn’t there.

Then I visited ScS Darlington, and everything changed.

From the moment I walked in, Jen and Jamie were absolutely amazing.

The service was genuinely personal and attentive. They took the time to really understand what I was looking for, listened carefully to my needs, and made me feel completely looked after.

They could tell I’d had a long day and worked hard to make sure everything stayed within my budget.

The sofa and chair I fell in love with were originally above my budget. Not only did they manage to bring the price down to something I was comfortable with, but they also upgraded me to premium fabrics and then discounted it so it still stayed within my limit.

That level of care and effort is rare.
I wasn’t planning to buy that day, but I did — and it wasn’t because they were pushy (like some advisors in other stores). It was because they genuinely cared.

They encouraged me to properly enjoy the sofas — to sit, stretch out, recline, and really take my time making sure everything felt right. They even offered me a drink and created such a relaxed, welcoming atmosphere.

Jen and Jamie stayed with me for over an hour, patiently answering every question and making sure every detail was perfect.

I genuinely felt like I was having a VIP experience rather than just shopping for furniture.

That is what true customer service looks like. I bought from them because of who they are as people, not just because of the business they represent.

They are exceptional and a real credit to the company.

However, after going home, I found myself struggling with the waiting time for delivery. I am neurodivergent and have ADHD, and the uncertainty and waiting were really bothering me. It became something I needed to find a solution for.

So I called the store and spoke to Sam, the manager, who was incredibly understanding and invited me back in to explore alternative options.

And once again — VIP treatment.

I was warmly welcomed back by Jen, Sam, and Jamie. There was no frustration, no pressure — just understanding and support.

Jamie then spent over two hours with me, patiently showing me different sofas, checking local warehouses and nearby stores, and genuinely going above and beyond.

He exceeded my expectations yet again. He found me a sofa and chair that were available for extremely fast delivery — and honestly, they were even nicer than the ones I had originally chosen.

He then spoke with Sam, who authorised a very substantial discount for me. The level of service was just incredible.

What stood out even more was the understanding and awareness Jamie showed. He shared that he understands neurodiverse challenges personally, as his son is neurodivergent too. He recognised what I needed without me having to overly explain.

He adapted his approach, showed patience, reassurance, and understanding — and that meant more than I can put into words.

A VIP experience is one thing.

But neurodiverse-aware service that genuinely adapts to someone’s needs? That’s exceptional.

Jamie truly took on board what I needed and exceeded my expectations all over again. Along with Jen and Sam, they created an environment where I felt comfortable, understood, and valued.

This team at ScS Darlington is absolutely outstanding.

They don’t just sell sofas — they deliver care, empathy, and service that is incredibly rare to find.

A complete credit to the company. ⭐⭐⭐⭐⭐