Darlows Cardiff reviews

★★★★★ 5/5

Google

Chloe was fantastic! She made selling our house a dream. Couldn't ask for more.

Will · 30 November 2025

★★★★★ 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

★★★★★ 5/5

Google

I have been dealing with Ben Scanlan at Darlows. He has been very helpful throughout and has maintained great communication with me. He is professional, friendly and approachable. I don’t feel rushed at viewings. He is smart and is a great asset to his employer. I highly recommend Ben and look forward to dealing with him in the future.

Aim · 12 April 2024

★★★★★ 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

★★★★★ 5/5

Google

I would like to personally thank Lauren Keirle as she was extremely helpful when it came to helping us make sure our heating problem was solved, she was helpful throughout the whole process and did many follow-ups to make sure we were satisfied, she showed great qualities such as professionalism, kindness and a "get the job done" attitude, Thank you

Runyararo · 13 March 2024

★★★★★ 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

★★★★★ 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

★★★★★ 1/5

Facebook

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

★★★★★ 2/5

Google

Kristie at Darlows was helpful and speedy with responding to emails and organising bulk viewings. Once my offer was accepted, I was told that going with their partnered law practice Spicketts Battrick was a good idea because the law practice would take you as a priority and they have a fixed fee that, (when shown the quote) included searches. 4 months later when given the last bill to pay I was shocked to be asked for an extra £500 in search fees. If I wasn’t to pay them I wouldn’t have been in the property on time. I was made to feel like there was nothing that could be done and wasn’t offered any type of refund at all. Now I’m £500 out of pocket and there’s nothing to be done

Henz · 12 June 2022

★★★★★ 5/5

Google

Saying 5 stars - excellent to describe Hannah is not enough to confirm how easy things have been made with our house sale! What should have been a stressful time was made so simple with all the guidance and help from Hannah, particularly when Covid restrictions made viewings a little different. From keeping the cost of agent fees clear, to the smooth running of the open house and campaigns, to the liaison between myself and the buyers... I cannot thank her enough! Highly recommend using Darlows Roath and will gladly tell others the same. This is the second house I have sold with them.

Nicola · 12 June 2022

★★★★★ 5/5

Google

We have had a very positive experience purchasing our first property with Darlows so far. We were shown around a property by Connor Strong, who was very professional, knowledgeable and friendly. Connor has been incredibly supportive and communicative since we viewed the property. He has explained the process really well and answered all our questions with patience. Connor is always very attentive and helpful on the phone too, which is exactly what you want when treading the unknown waters of purchasing your first home.

Victoria · 12 June 2022

★★★★★ 5/5

Google

I'd like to thank Lauren Keirle for her support and communucation in managing the recent work at our property. This is simething thst had been lacking from Haarts previously. It was really useful to see the photos of the complete work once finished. We look forward to working with Lauren in the future.

EMR · 11 June 2024

★★★★★ 5/5

Google

Anuja was super friendly and personable

Natasha · 7 January 2026

★★★★★ 5/5

Google

We arranged a house viewing in a lovely area of Caerphilly- the agent Raph was very approachable and allowed us to ask for all the relevant questions needed Aftet attending a few house viewings with different estate agents we were definitely put at ease by the agent showing us around

Jaydan · 25 July 2024

★★★★★ 5/5

Google

Met Chloe Makin she was so knowledgeable about our property and went into great detail of how she could support. A brilliant ambassador for the brand and someone I felt I could trust with the sale of my house. Her happy nature and attitude were a pleasant addition to the process. Well done Lee Renshaw

Lee · 21 December 2025

★★★★★ 5/5

Google

I had a viewing with Chloe this afternoon. As a first time buyer it can sometimes be quite overwhelming with the amount of information but Chloe made it a great experience, made me feel at ease and shared all of the details I needed to make a decision. Would highly recommend :)

Nia · 26 May 2024

★★★★★ 1/5

Google

Disappointed with the service provided by Darlows. Very difficult as a tenant to get hold of them when you need anything despite numerous emails, phone calls and voicemails. When you do get through to them they say they will call you back but never do, particularly Lauren Keirle. Reported a maintenance issue weeks ago but it still has not been acknowledged. Would not recommend this company.

Jessica · 17 July 2023

★★★★★ 5/5

Google

Darlows Estate Agents on Albany Road are fantastic! The team is friendly, professional, and extremely knowledgeable. They made the buying, selling, and letting process smooth, stress-free, and transparent, always keeping me informed. Highly recommended for anyone seeking reliable and expert estate services!

Mehedi · 2 April 2026

★★★★★ 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

Google

Chloe has been a wonderful estate agent - her intimate knowledge of each seller's home and situation made every house I viewed feel lived in a homely. Most agents don't have such a personal touch as her I looked forward to viewings with her

Jay · 24 September 2024

★★★★★ 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