Darlows reviews

★★★★★ 5/5

Google

We had 2 viewings booked with Darlows and on our second viewing, found the property that we wanted to put an offer in on. Gareth showed us around both properties and was always helpful and friendly and answered all of our questions. Whilst Gareth was not in the office on the day we put the offer in, the rest of the team was more than helpful and they still called us in his absence to progress things for us, and Gareth still followed up when he was back in the following day to congratulate us which shows great customer service. Whilst we are still just at the start of our process of buying a property, as the start has been nothing but positive, we have no doubt that the rest of our experience will follow suit.

Mel · 19 July 2023

★★★★★ 5/5

Trustpilot

Kelly Williams is an asset to Darlows…

Kelly Williams is an asset to Darlows after years not getting maintence done Kelly was assigned to me. She has organized a list of jobs and has executing the list. She is professional organized friendly and gets things done. Highly recommend her.

Rebecca · 13 May 2025

★★★★★ 5/5

Google

Absolute delight of a branch! As a lone first time buyer that’s been looking for over a year, these guys have definitely been the most helpful, professional, reassuring team I could have wished for. I evidently was very nervous and unsure about what the ‘next steps’ would be. Everyone in this branch especially Richard have constantly reassured me, informed me and taken the time to call me to check I fully understand everything and that I am comfortable and happy. Nothing seems to be too much trouble. I’m so grateful for their help and support so far and I’m very excited to be buying my first home with them. I would highly recommend everyone here but I like I’ve previously mentioned specifically Richard. Thank you very much.

Chevon · 14 June 2023

★★★★★ 5/5

Google

The service we have received at Darlows in Caerphilly has been second to none. Every single member of their team go above and beyond for their client and when you're in a stressful situation nothing is too much trouble for them. Whilst trying to buy a new build property we were hit with lots of deadlines and the team dealt with each of them every step of the way. Even obtaining offers within hours of the property being listed, when the property looked like a building site! Eventually progressing right through to exchanging contracts before sadly the chain fell apart, which was no fault of ours or Darlows. It didn't matter as within days Darlows had secured a number of viewings and offers for us to proceed again. Gareth has a lovely temperament about him and professionalism and Livvy most definitely knows her stuff and oversees the office completely and is always on hand if you need her! Great team thank you for all your time and effort! B & L.

Rebecca · 14 June 2023

★★★★★ 5/5

Google

I called around several estate agents to see whether I could have a valuation. Darlows weren't necessary my first choice when originally looking however once I spoke to Liv they were my only choice. Liv was so eager and quick in contacting me and contacted me straightaway which made my decision to sell with Darlows easier. All other estate agents need to take a leaf out of Livs book, within 2 weeks of calling my house was sold. I'd so just like to point out it wasn't just about selling the house either, Liv would have a casual chat too which made things a lot less formal and more friendly.

Becks · 14 June 2023

★★★★★ 5/5

Google

Gareth is a superstar! Buying a house is new to me but Gareth helped explain some of the steps to me. Nothing was too much trouble and for the questions he couldn't answer on the spot he kept his word and went and found them out. I've viewed many houses and so many estate agents are either rude or say they'll get answers to your questions but never actually do, so it was nice to meet an honest and helpful estate agent. Thanks Gareth!!

Kylie · 14 June 2023

★★★★★ 5/5

Google

Gareth Lewis has been great in helping me and my partner find our first house. We told him exactly what we were looking for and he was on the ball with getting us in to view houses we would be interested in! He’s very knowledgeable and was also very friendly and personable. Since finding our house, he’s been keeping us updated on the process. Everyone we have contacted at Darlows have also been friendly and we would be happy to use them again.

Hannah · 14 June 2023

★★★★★ 5/5

Google

I can highly recommend Darlows Caerphilly as all the staff are extremely helpful especially Gareth Lewis, he is not only helpful but highly professional, courteous and knowledgeable about the area. I was very impressed that he was able to facilitate a last minute viewing on the property I purchased through them. He went the extra mile and made sure there was good communication with the seller and myself, including conveyancing solicitors and surveyors all the way through the process. Well done Darlows and thank you Gareth, I will definitely be working with them again in future.

Joel · 14 June 2023

★★★★★ 5/5

Google

We started our property search back in April and contacted Darlows to register for any new properties that came onto the Market. Highly recommend Darlows and especially Gareth Lewis. Always managed to fit us in for viewings around our work/holiday schedules. knowledgeable about the property that we were viewing. Gareth always sends over anything new that comes on the market that suits our requirements, even telephoning to give us the heads up before they go live. He is extremely friendly and always available if we had any questions.

Karen · 14 June 2023

★★★★★ 1/5

Trustpilot

Avoid

Avoid. We put our house up with this company and after 2 to 3 months without any viewings or even being advised of any interest, other than being told, when my wife rang to enquire, that there where just a few calls asking about the location of the property.My wife then phoned to explain to the sales manager at Darlows, that we had made a decision to take our property off the market as we felt it may not have been the right time to sell to which the manager agreed.Arrangements were then made to have the sign taken down and the property taken from all marketing sites. All good we thought.Then, my wife received an email with a standard notice of Darlows being able to still claim commission in a case where a sale is made to anyone introduced by them, which is acceptable and reasonable. However, at the bottom of the email it listed a number of people they claim to have introduced to us, which is incorrect information.We have had no viewings booked and no calls by Darlows advising people being introduced to us. This kind of tone to an email with an almost implied threat of action is so unprofessional and unethical. We signed up with the company in good faith and feel shocked they are taking this stance. We now regret signing with them and would, from our experience advise others to stay clear of them.In addition we were pusuaided to pay £65 up front towards, what we understood, was towards a set fee for the legal services / conveyancing.However, we were then contacted by a legal firm who said were referred by Darlows and told us we had to pay them an upfront fee. When we advised that we had already paid a £65 fee we were told this fee was nothing to do with them and was a charge Darlows charge thier customers for introducing this firm to them. A bit naught we think and not clearly explained. Our experiences dealing with Darlows has not been good we would not want others to experience the same. We have been left with a bad taste in our mouths and a not very good impression of them to say the least.It amazes me how companies like this spend so much on marketing themselves to get clients, when all they have to do it look after people in the first place.

Anthony · 10 May 2023

★★★★★ 5/5

Google

Just to say thank you to Eleri who has taken us around second viewings of a few houses we like today and was very well informed and attentive.

Laura · 26 August 2025

★★★★★ 4/5

Google

Eleri and colleagues have been very attentive and helpful. They clearly put customer service at the heart of their operations and remain professional at all times. I was kept alerted to new properties and offered viewings promptly. I was very happy with their friendly response and prompt replies to queries. Highly recommend Eleri and colleagues to potential buyers - great service.

Pola · 26 May 2024

★★★★★ 5/5

Google

I had a positive experience with Darlows. The initial introduction and assessment from Claire was friendly and very helpful. Connor was very attentive to fitting viewings to my schedule and was polite, efficient, professional and also friendly and approachable, and always prompt and honest with feedback. The team made every effort to sell my house in a very difficult market and worked well to meet my needs.

Andrew · 27 January 2024

★★★★★ 5/5

Trustpilot

Joe Bartlett from the Cardiff branch…

Joe Bartlett from the Cardiff branch was absolutely fantastic to deal with from start to finish. He went above and beyond to help me in my time of crisis and handled a really stressful situation in a calm and professional manner. I am so grateful for his help and for supporting me to get the outcome I needed. Joe also called me back after dealing with the end of tenancy situation with additional supporting information for my financial situation. Thanks Joe, you really were so helpful and I'm so grateful.

SJ · 17 December 2024

★★★★★ 5/5

Google

Claire was an absolutely brilliant help and guided me through buying my first property well. She responded quickly to my emails and calls and was able to answer all of my questions. Claire was also very quick at chasing solicitors for answers to queries which meant that we were able to get the keys before Christmas (something I didn't think would be possible!). The whole team at Darlows Caerphilly were really helpful and I would definitely recommend them when looking to buy!PositiveResponsiveness, Professionalism

E · 10 January 2023

★★★★★ 5/5

Trustpilot

Joe Bartlett at Darlows Albany Road

I would like to thank Joe Bartlett from Darlows Property Management at Albany Road. Joe has quickly and efficiently dealt with a maintenance issue at my property, communication has been excellent from Joe who has resolved the situation and provided feedback. Joe is polite and professional and has provided an excellent service.

Roger · 22 September 2024

★★★★★ 5/5

Google

Eleri showed us a round a property. She was very friendly and professional. Eleri was also knowledgeable about the property and happy to answer any questions I had. I never felt rushed when I was at the property. I've had a great buying experience with great communication from Eleri and other staff at the branch.

Toria · 24 July 2024

★★★★★ 5/5

Google

Eleri had the task of selling our house . We were impressed that oleri turned up a little early to view the property before the clients .Eleri conducted herself in a very proffesional manor throughout the viewing . Pleased to say the house sold.Eleri is a very plesant youg lady smartly dressed .she will go far as an agent

Stephen · 14 May 2024

★★★★★ 5/5

Google

Just got news my offer been accepted my first home as a first time buyer I did not had a clue but DARLOWS CAERPHILLY absolutely brilliant staff very friendly very helpful specially ELERI PAGE very professional thank you so much Eleri page you are absolutely star excellent communication skills 100% recommendation

Waqar · 23 September 2024

★★★★★ 3/5

Trustpilot

Updated

I want to provide an update to my review….. I contacted Elinor as offered below. Darlows should be grateful they have people like Elinor. In a few days, my feedback was taken seriously and I had a successful viewing of the property I'm interested in…. Thank you Elinor!Shocking customer service! I called to enquire about a viewing & the lady I spoke to sounded bored. I asked about a viewing for a property I liked the look of & she bluntly asked “have you got a house you have to sell”, with slight attitude, which took me back a bit. I said yes, to which she sighed, quite loudly & replied “fine, I can book a viewing” - if first impressions count, then I’d advise that you put people on the phone, who actually know how to engage clients. What sort of attitude is that to have, when your customer facing?

Lisa · 30 October 2022

★★★★★ 5/5

Trustpilot

Special thanks

The appallingly stressful Lettrak system would have put us off Darlows forever if it hadn't been for kind, patient and efficient Emma Wilson of Lettings holding our hands through the process. After moving into our rental property, we experienced a period of frustration with a seemingly inaccessible Property Management team. Then Sophie Peake appeared on our horizon and things looked up at once. She was helpful, efficient and reliable; such a relief. Just recently we have been in the kind and very capable hands of Lauren Kierle who not only sorts out any problems efficiently and, importantly, follows up promptly but also goes above and beyond. For example, our Landlord recently had work done on this property. Even though this wasn't within the scope of Darlows' management, Lauren was extremely helpful in liaising with our Landlord when we had concerns during the process. Her cheerful and willing assistance really helped to ease our anxieties at a difficult time. We are really grateful to her and congratulate the Albany Road staff for being a five star team.

Mike · 29 September 2022

★★★★★ 1/5

Trustpilot

Worst Service

My entire process for a rental property in Cardiff was done in early August and we were waiting to sign the contract and get the keys for our move on the 29th of September. Got a call from so called manager to tell us that the landlord will not move out from the property till November and asked us to check another property which we did apparently our move-in date did not suit the landlord and Darlow's Albany branch did not even update or negotiate with us on that. Well, I am chasing them for more than a week now to get my holding deposit back. They want us to pay the holding deposit soon to secure the property and now if the property is not for us then not ready to return it back. It is either the call gets transferred to other branches or other departments and the concerned people are not contacting me. I would rather give the star in minus if there was an option.

Preethi · 10 September 2022

★★★★★ 1/5

Trustpilot

Be Advised….

Obviously, I am in the minority category here with my 1* review, but I would like to share my experience with some of the staff based in the Pontypridd branch and Darlows/Spicerhaart as a whole. Although lengthy, please take the time to read it.If my negative experience helps just one person, my time is not wasted.All started very well when I marketed my property with Darlows, the valuation etc was carried out by Diane Rumble. Shortly after this, I was asked to submit a review, naturally, I gave a 5* review, as up to this point all was in order.Diane was very personable putting me at ease, having never sold a property before, it can be a little daunting. Most of the information I needed was provided with exception of their fees. Subsequently, I emailed the branch for this information and was told 1.25% there was no mention that vat was to be added.I proceeded on this basis.When Diane attended on the second occasion to take photographs, at my request, she brought literature with her as I had mislaid what had been previously sent to me.I needed to show evidence of my identity by way of a driving licence, household bills etc. This was duly noted on the paperwork which Diane had brought. I was then asked to confirm these documents with my signature.Whilst this was partially true, what I was actually signing was the contract/agreement. I duly signed where indicated in the belief that I was confirming the validity of the documents because, that is what I was told!I fully accept this was my mistake but Diane had gained my trust and I believed what she told me. Had she told me I was signing a contract, I would have taken time to read it throughly. It was all about the wording she had used that caused my confusion.I cannot categorically say she misled me, however, she was not clear.Having signed this contract/agreement, what followed next was out of my control and the actual crux of the matter in relation to this review.I only had 1 viewing of my property which I left in the hands of Gayle Chapman, and upon my return approximately 20 minutes later, the viewing had concluded.There were 3 males present, 2 of which walked back to their vehicle. The remaining male was stood in my front garden whilst Gayle was stood at the gate entrance. He didn’t appear to be in any particular rush to leave, consequently, I offered my thanks to Gayle and closed my front door in the hope he would leave.I was in the process of removing my outside footwear when I heard a loud rattling sound. I was outside within seconds to find the male violently shaking my drainpipe. He told me it was broke and could get it fixed for me, I found this very strange.Unfortunately, due to child care commitments I had to rush off, however, I emailed Gayle approximately 30 minutes later to complain that she had watched this happen.Long story short, this individual alleged that he was trying to fix my pipe which was damaged.Not only do I dispute this allegation as I had not experienced any visible leakage of water from this pipe, even if what he says was true, he had absolutely no authority to attempt any repairs without my consent. Furthermore, the viewing agent made no attempt to stop him!The cost of this repair was £40 which I requested was reimbursed by Darlows.After many weeks of emailing Senior Staff at Spicerhaart, and issuing a small claims in Court, this is my warning.Contained in the small print of their agreement is a clause which states that - Darlows are not liable for the actions of any persons they bring to your property! Therefore, if anything is broken or damaged they are absolved of any and all responsibility!Furthermore, expect them to close ranks and in my case, “prepare to go on record” that they told you something they definitely did not.For example, had I been told the true costs of their fees in my home why on earth would I need to email for this information as explained earlier.In addition, although the viewing agent was stood a few feet away, she denies hearing the conversation between myself and the male, who I allege, either caused or made a minor fault far worse.I could have evidenced everything I have stated in this review as all emails were retained. Unfortunately, Courts deal in facts, and the fact of the matter is, I signed this agreement all be it, that was my bad judgement.It must be remembered, estate agents are salespeople at the end of the day, they can appear to be friendly, trustworthy, and have your best interests at heart…Sorry not in my case, they caused me stress, upset, and left me with a financial loss.What I cannot tolerate is lies, I know they lied and they know they lied!Ongoing case with the Property Ombudsman so 🤞I can get some redress.

Jan · 18 August 2022

★★★★★ 5/5

Google

Eleri was very friendly and supportive with our viewing, she answered every question we had honestly and made the viewing very straightforward.

Alexander · 26 August 2025