Darlows Caerphilly reviews

★★★★★ 1/5

Trustpilot

Beyond disappointing from start to finish (and afterwards)

My experience with Darlows Albany Road has been anything but good. My property was listed with them for around 12 months. They failed to give feedback on any viewings that took place at my property, and when asked about said feedback, I was told that the folder on my property was empty. Staff left my front door unlocked on 3 occasions, and when challenged on this, I was told that this wasn't the case. Tim, the branch Manager, is unable to use the 'Reply All' function on emails it seems, that is if he is capable of replying to an email at all. I was incredibly patient with the sale of my property, having had sales fall through twice, and when the sale was finally ready to go through, information on exchange and completion dates was not shared with me, leading to months of waiting, and financial outlays that I could barely afford.I would not recommend Darlows to anyone, and their 'after care' once I had made a formal complaint has been laughable.

Richard · 17 September 2024

★★★★★ 4/5

Trustpilot

Decent Experience

Rented in Cardiff. Viewings were professional and support was great. Didn't have any problems during tenancy. However, after almost a year, we were informed that the landlord wished to stop renting out the property and we would have to vacate by the end of tenancy. Enough notice was given so this was fine. We were then informed that we could go into a rolling contract so there wasn't much rush to move out, this was good news. Later on, we were told we had to vacate by end of tenancy, very back and forth now and pressure to find somewhere was higher. I believe the issue was down to lack of communication within Darlows.Thankfully we found a place by the end of tenancy and vacated, only to be told the rolling contract was still an option... Overall, decent experience, just wasn't great to be told different things at the end. Unnecessary stress!

Sam · 14 June 2022

★★★★★ 5/5

Google

I was extremely impressed with how professional Darlow's are, I had contacted several estate agents in Caerphilly, explained that I currently live 120 miles away which made it impossible to run down to view properties, I was promised e-mails of new properties, I didn't get them, phone calls were sent to answer machine but Darlow's were understanding, put me at ease, arranged an appointment to discuss finances and helped to the best of their ability, thank you Zoe for all your help

Susan · 14 June 2022

★★★★★ 5/5

Google

Having dealt with numerous estate agents over 40 property viewings my viewing with Zoe@Darlows was some what different. Zoe was full of enthusiasm and actually wanted to sell the house. She was fully briefed and able to deal with my challenging questions. She managed the tenant who was present and me extremely well- encouraging dialogue which helped me in my decision making. I was given space and time did not appear be an issue even though the viewing was at 5:30 on a Friday. Her actions during offer process (Saturday) were expedient seeking clarification, condition of sale and assurances from seller. Zoe on a Saturday late afternoon formalised offer which involved other colleagues and customers booked in for viewing and by Tuesday negotiated access for my surveyor. Zoe and Darlows are just what potential buyers need (& sellers hope they are paying for) estate agents who wants to sell property not just open doors!PositiveResponsiveness, Professionalism

Mike · 14 June 2022

★★★★★ 5/5

Google

We had a 5* service from Olivia at the Caerphilly branch and were blown away by how helpful and professional she was. We put our property on the market with another agent almost 12 months ago and have had some dreadful experiences with local agents. Darlows stood out head and shoulders above the others we have dealt with when we had a viewing with them. Olivia was friendly, helpful and professional and was a real pleasure to deal with. She was also the first estate agent to spend any time asking what we were actually looking for and what our requirements were. Even though we didn’t get the property we went for with Darlows it was the most positive experience we’ve had since starting this process. Sarah who called to qualify our offer was also lovely and spent time chatting with me and giving us some useful information to use going forward. Both were a pleasure to deal with and based on our experience I wouldn’t hesitate to recommend Darlows.PositiveProfessionalism

Samantha · 14 June 2022

★★★★★ 5/5

Google

We have been extremely impressed by the service provided by the team at Caerphilly Darlows. The team are extremely professional and answer all queries promptly, and will go above and beyond to find the answers to your questions. Zoe was a tremendous help during our experience selling our property and scheduling in viewings etc . Zoe was very reassuring and down to earth. Zoe was always available to answer calls, and always made time to provide positive feedback. Zoe and the team have provided excellent costumer service. Thank you Caerphilly Darlows!PositiveResponsiveness, Quality, Professionalism

Liam · 14 June 2022

★★★★★ 5/5

Google

Darlows Caerphilly have been amazing with me and my husband Anthony. A special thanks to Olivia. I honestly don't think I could have done it without the professionalism of Darlows. Olivia was brilliant...she kept me up to date via phonecalls and I always found her very helpful as I was new to all this but with the help from Olivia it made the whole experience a little easier for me. Darlows is lucky to have someone work for them like Olivia. Thanks again to you and the amazing company you work for.PositiveProfessionalism

Zoe · 14 June 2022

★★★★★ 5/5

Google

I have nothing but kind words to say about Claire Lea at the Caerphilly branch. I have recently put my property on the market which was a home that’s been in my family a long time and was a hard decision to make. Claire made me feel at ease with the whole process, she was polite, punctual and caring when explaining everything to me. She took some really beautiful pictures of my home which meant that within the same morning of it being on the website bookings were coming in and a block booking was made for viewings for the following Tuesday. I am very impressed and would recommend Darlows and Claire to anybody.

Paige · 14 June 2022

★★★★★ 5/5

Google

I am currently looking to buy in Caerphilly, and approached several estate agents in person. Darlows were without doubt the most welcoming and helpful. In particular, Gareth made me feel at home and took the time to talk through what I'm looking for. He really seemed to understand the challenges of moving from outside the area, and I felt he would do all he can to help me. If in the future I am in a position to be selling a property in the area, I would definitely use Darlows for the sale. I am hoping they will be able to find me the home we are looking for.

Lindsay · 14 June 2022

★★★★★ 5/5

Google

My wife and I have had fantastic service by Gareth since we've started searching for our new home. We first started looking in Summer 2021 with Gareth helping us view properties. We decided to take the house off the market due to having a baby and then when we put it back up start of 2022 and viewed a property which Gareth was our agent he remembered us from last time. Fantastic work ethic, always wanting to go the extra mile to satisfy his customers and always has a positive attitude. We've started the process of buying our new home and couldn't be happier. Looking for a property in Caerphilly, contact Gareth at Darlows.

Adam · 14 June 2022

★★★★★ 5/5

Google

My partner and I have viewed many house with Gareth Lewis in the Caerphilly branch over the past few months. To put it simply, we can’t fault his customer service. He seems to care about us finding the perfect house, and would call if anything he thought would match our requirements came up on the market. Which was great, it felt like there was someone else in our corner helping us. We’ve now found our house with Gareth’s help. With regards to the sale, he always calls when he says he will, and gives us updates. Which is refreshing and reassuring that everything is in hand. Gareth is an asset to Darlows and if we ever sell our house, I wouldn’t hesitate to get in touch with him first.

Hannah · 14 June 2022

★★★★★ 5/5

Google

Gareth has updated me on all thats happening with the sale of my late fathers home. Gareth has been and still is extremely professional every time we have spoken and with how fast the sale of the property, he has kept me in the loop with it all. Olivia was the first to pop to the property to value the home and get the ball rolling and Olivia was also very friendly, helpful and extremely professional every time we spoke. I am very thankful for all the team at Darlows Caerphilly for the help with this and how amazing the service has been. thank you againPositiveResponsiveness, Professionalism

Kirsty · 14 June 2022

★★★★★ 5/5

Google

Thank you to the Darlows Caerphilly team for arranging the really quick sale of our house. Both Claire and Gareth were very professional, friendly and easy to deal with deal throughout the process. Claire initially came out to value our property and take the photos. Gareth arranged and attended all the viewings and always contacted us afterwards for some feedback. Overall, a fantastic experience from the Darlows Caerphilly team. 5* service! We would Highly recommend them again if you are looking to sell your house.

Andrew · 14 June 2022

★★★★★ 5/5

Google

Darlows sold our house within 2 weeks and we were so impressed with their level of professionalism. We had listed our house with 2 agents, and Darlows were outstanding by comparison, having arranged 6 viewings before we even heard from the 2nd agent to come and take photos of our property. We dealt with Claire from the outset, and arranged viewings with Gareth and Zoe, all of whom were fantastic, incredibly helpful and personable. We are so thankful and would recommend Darlows in a heartbeat!

Eve · 14 June 2022

★★★★★ 5/5

Google

We are currently in the process of buying a house through Darlows which has been dealt with by Gareth Lewis. Gareth has been fantastic, he’s kept us in the loop with the whole process and has always been on the case with any issues during the process. The information of the property given during the viewing and in general have been brilliant, so far a stress free process. 10/10

Rikki · 14 June 2023

★★★★★ 5/5

Google

Claire Lea at Darlows Caerphilly was very thorough, professional and quick to respond; she never left us without answers. Claire hasn't made us feel that anything is too much trouble. In fact, she went the extra mile to help us secure the house we're buying. I'd recommend her and the team every time.

George · 9 June 2024

★★★★★ 5/5

Google

Eleri was informative, helped us through our first house viewing

Ryan · 27 November 2025

★★★★★ 5/5

Google

It was great to get viewings through Darlows, Caerphilly. Connor was great with viewings and assisted us in finding the right property. It is also very easy to get in touch with him and responses were very prompt. I would recommend Darlows to all looking to buy a property.

Lovely · 24 July 2024

★★★★★ 1/5

Trustpilot

Absolutely terrible service

Absolutely terrible service. My wife and i were living in a flat for a year so happy to get out. Very sneaky tactics were used by them. The first was trying to say we stole the a sofa. That they'd had put in storage. The second was we complained about noise constantly banging from above screaming arguing. Up drinking at all hours. Again nothing done. Then they accused us of having the locks changed. Also done by them and and when we left they tried saying we left it dirty. All of that I could easily prove wrong. As I have all the evidence I keep emails texts and videos from when I first got there and when we left. Avoid at all costs.

Peter · 11 February 2026

★★★★★ 1/5

Trustpilot

Stay Away from Darlows!!! Worst experience ever.

I have lived in private rentals managed by agents and without doubt Darlows is the worst of them all, especially the Rumney branch. I wish I read other people’s reviews before letting from them. Customer service is so poor I had to deal directly with the landlord most times. They never answer their calls nor respond to emails. I had a 6-month tenancy and agreed to renew at the end as it was in the middle of the pandemic. They increased the tenancy to 12 months without asking me and I signed the documents in good faith as they kept bombarding me with reminders (that’s the only time they get in touch, when they need something off you). I asked for an internal review of this as I never requested a 12-month extension but this was a waste of time as I could tell they did absolutely nothing. I had to leave the property before 12 months and they are charging me £270 for reletting and the rent for the months till they get a new tenant. I dealt with Kate Benjamin for my end of my tenancy, it takes her weeks to reply to an email even after followup emails and calls; and when she does, her response shows she has no recollection of your last correspondence.It’s no surprise the amount of negative feedback from customers on their page. Whoever owns this business, it needs an entire restructuring before you loose any credibility left in the business name; the quality of service they offer is a joke. Most of the reviews over the past year consistently complain of poor communication and it appears nothing has been done about this. This is appalling for a business, it feels like no one is in control and customers are not listened to. Stay away from Darlows and Spicerhaart; it’s not worth the trouble at all.

Groove · 31 December 2021

★★★★★ 5/5

Trustpilot

I fully endorse Kelly

I must say Kelly has been very responsive to all our requests. She also follows up on all issues until they are fully resolved. I give five over five.

Ademola · 21 April 2025

★★★★★ 5/5

Trustpilot

Excellent customer service communition ethics received a call from Kelly Williams…

I received a call from Kelly Williams today with respect to my complaints regarding the overflow of water in my toilet and kitchen pipes. Her approach and response to our talks were extremely professional and encouraging. Though I informed her eventually that tyre water isdue has been resolved by Welsh water company as thr issue agfted not just my house but other neibouring houses within and around my house location. I am happy with her professional approach and response and she should keep it up. - Dr. Osuji Emmanuel. 22 foster drive

Odinaka · 12 March 2025

★★★★★ 5/5

Trustpilot

Fantastic experience using Darlows…

Fantastic experience using Darlows Caerphilly. Eleri was a delight to deal with and went above and beyond for me. I would highly recommend!

Caroline · 16 April 2026

★★★★★ 5/5

Google

We recently viewed a property with Eleri and had a really positive experience. She was friendly, professional, and gave us plenty of space to look around while still being available to answer questions. Ant questions Eleri couldnt answer during the viewing, she followed up promptly afterwards, which we really appreciated. It made the whole process feel straightforward and well handled. A genuinely helpful and pleasant viewing experience - thank you. Craig.

Craig · 15 April 2026