Darlows Cardiff reviews

★★★★★ 5/5

Google

I’d like to thank Rhys Lewis for advise and information when he came out and valued my property He was very helpful Thanks again 👍 …

Paul · 15 December 2025

★★★★★ 5/5

Trustpilot

PROFESSIONALISM - KUDOS TO DARLOWS.

The professionalism and the seriousness with which Darlows attend to their business and customer’s concerns are superb. My experience with which my maintenance issues were followed up tirelessly and resolved to my satisfaction by Kelly Williams is commendable. I say kudos to Darlows and kudos to Kelly Williams.

Odunayo · 2 April 2025

★★★★★ 5/5

Google

Emma Jones’ guidance from our first meet till date in search of our first home in Wales is highly appreciated! We thank Emma for her considerable time, effort and genuine care in understanding and remembering our needs. Emma’s decades of knowledge/experience, negotiation skills in this market gives us great insights on locations and the properties shown to us. This helped us make better decisions on our final selection. We look forward to engaging with Emma again on our way up the property ladder in future and will be recommending to family, friends and colleagues. Shout Out to Darlows Team Rumney - you've been absolutely fab too! :D Thank you so much in advance for the time you will put in for us ahead :) PapiaPositiveResponsiveness, Quality, Professionalism, Value

Papia · 13 September 2023

★★★★★ 5/5

Trustpilot

Thank you Jada!

We had a fantastic experience with Jada as our estate agent. From the very first viewing, she was professional, knowledgeable, and genuinely invested in helping us find the perfect home. She took the time to understand what we were looking for and provided helpful insights that made the process smooth and stress-free. Thanks to Jada’s expertise and support, we have found our new home after just two viewings! Her friendly and approachable manner made the whole experience enjoyable, and she was and still is always available to answer any questions we had. We couldn’t be happier with the service she provided and would highly recommend her to anyone looking for a dedicated and skilled estate agent.

Mrs · 21 March 2025

★★★★★ 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

Recently purchased a property from the rumney branch, Tom was the estate agent who was dealing with the sale. I can honestly say he was outstanding and I cannot thank him enough! I wouldn’t want to work with anyone else! He’s super friendly and helpful and always went above and beyond to get things done! He’s been incredibly patient with me and kept me up to date the whole process! Definitely the best estate agent I’ve worked with! He’s made everything a lot less stressful than it could have been! Couldn’t recommend Tom enough!

Tori · 10 June 2023

★★★★★ 1/5

Trustpilot

Not impressed

Although the initial person I dealt with (Rhys)was good after about 3 weeks communication went downhill fast, over the next several months I was the person chasing info as the weekly automatic report didn’t tell me anything useful. On the final time I spoke with them I was promised a response within 48 hours but yet again nothing. I waited until I was out of contract and moved estate agents, it’s stressful enough selling or buying properties but there job which you pay thousands for should be to make it less stressful.

Mr · 24 May 2026

★★★★★ 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

I would highly recommend Bethan she has been so helpful and very professional with giving me advice for finding a house! Thank you Bethan!

Nazar · 23 October 2025

★★★★★ 5/5

Google

We had an excellent experience with Emma Jones at Darlows. After many fruitless searches with others, her professional touch and knowledge were top-notch, which ultimately gave us the results we needed. She took charge of the entire process, providing clear and frequent communication. We will definitely recommend her to family and friends. Thank you, Emma!

Adekunle · 15 March 2026

★★★★★ 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

Bethan was really helpful in chasing up to make sure the exchange was completed swiftly.

Kanti · 15 December 2025

★★★★★ 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

★★★★★ 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

Google

Amazing service from start to finish! Special shout out to Nadia and Bethan, who have been fab throughout! Would definitely recommend Darlows!

Laura · 14 September 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

★★★★★ 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

Having to cope with two cantankerous 70 year olds is a challenge for anyone but Emma Jones managed to approach the issue with patience, politeness and a positive attitude ready to face the challenges that she knew would be forthcoming. While we had a number of concerns about the whole process of selling our property and expecting a lengthy period of arranging viewings and extended negotiations with potential buyers before securing an acceptable offer, Emma continued to display a positive attitude and a level of confidence and personal commitment which reassured us to the extent that eventually showed our concerns were groundless. We could not fault Emma’s level of professionalism and enthusiasm which she displayed on a number of occasions in communications with potential buyers to the extent that she was able to secure an acceptable offer within the first week of advertising our property. That is some achievement. In conclusion I would like to stress that Emma always demonstrated a broad range of interpersonal and communication skills in keeping us abreast of any discussions or potential issues expressed by interested parties and providing constructive solutions when necessary. Thank you Emma for all your hard work.PositiveResponsiveness, Quality, Professionalism, Value

Randle · 24 August 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

We can't recommend Nadia highly enough, she has been incredibly knowledgeable and approachable. She has always been at the other end of the phone to answer all our questions and guide us through the process . The sale would not have gone as smoothly without Nadia’s input. If you're buying or selling your home, we highly recommend Nadia, she’s amazing at what she does. Mollie, RGB Construction Limited

Mollie · 27 February 2025

★★★★★ 5/5

Google

Amelia and Kate were super helpful and answered all our question's during our viewing in St.Mellons. Tom also kept me up to date with the offer we’d made, he even stayed behind closing time! Whenever you call them at the branch they always sound so happy and are always willing to help you. Overall a great team, highly recommend!

Chelsea · 11 March 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

★★★★★ 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

★★★★★ 5/5

Google

I have just sold a property with Emma Jones as the sales agent/negotiator. Oh my goodness, how patient is she? Five stars all the way thank you Emma!!! Super professional and I loved that she came back to me promptly with absolutely everything, even on her days off!!! So dedicated and the sale went through smoothly with her keeping me in the loop all the way. She really acted in my very best interest at every step. Excellent service, thank you, would highly recommend for prompt, professional and knowledgeable service.PositiveResponsiveness, Professionalism

Claire · 12 June 2022