Darlows Cardiff reviews

★★★★★ 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

Jasmin has been very helpful. She really understood what we were looking for. This time round we have decided to withdraw from our search but only because we have postponed our search for a couple of years. Jasmin found us three properties we were very interested in and so we will certainly use her again.

Elliott · 11 June 2024

★★★★★ 5/5

Google

Darlows Estate Agents in Canton are outstanding! The team is professional, friendly, and highly knowledgeable. They made the buying, selling, and letting process smooth, efficient, and stress-free, keeping me informed every step of the way. Highly recommended for anyone looking for reliable and expert estate services!

Mehedi · 2 April 2026

★★★★★ 5/5

Google

Recently purchased a property with Darlows Canton - have been looking for over a year but kept missing out - I finally had an offer accepted and Louise Gabb was fantastic - she chased any outstanding into and kept me updated at all times - she made sure we completed before my mortgage offer expired and I can’t praise her enough - she is an real asset to the firm 😊👍

Patricia · 14 June 2023

★★★★★ 1/5

Google

Absolutely awful!!! I have had a terrible experience with this office, exceptionally rude and unprofessional and I would wish no one else to have to go through this. I would highly recommend you use a different estate estate to save yourself time, money and a lot of stress!

X · 16 March 2026

★★★★★ 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

Joanne has been extremely attentive, caring, and dedicated to the whole process of me finding my first home. I didn't have to chase updates, Joanne was ahead of the game. Joanne went above and beyond to make sure I was informed and comfortable at every step of the way, even going the extra mile to help me with quotes for a last minute hiccup. I will ALWAYS reccomend Joanne and Darlows going forward - the whole experience has been fantastic, even though its supposed to be scary. BIG THANKS JOANNE 🥰PositiveResponsiveness, Quality, Professionalism, Value

Chelsey · 14 June 2022

★★★★★ 5/5

Google

Staff at Darlows Canton went over and above their duty to support my grandmothers recent sale and purchase. Connor especially went the extra mile taking into account my grandmothers age and supporting me to make the transactions as smooth as possible. Connor is an asset to the company, remaining polite throughout and nothing was ever too much trouble for him. I could never have sold the property, or purchased the new one without his help. All calls were returned, and he did anything he could to accommodate our needs and took away any stress for my grandmother. Truly grateful.PositiveResponsiveness, Professionalism

Lilo · 14 June 2022

★★★★★ 5/5

Google

Connor and Joanne were both exceptional! It was my first time buying, and I can’t say it was initially a joyous experience - I dealt with rude Estate Agents, who were unresponsive and didn’t listen to my requirements. Fortunately it changed when I met them both, they were both amazing! Showing me suitable properties, answering all my questions (and there were many) quickly and guiding me when one purchase failed (beyond anyone’s control)! Hopefully I’ve found the ideal property, and they have both continued to provide amazing customer service!PositiveProfessionalism

Jonny · 14 June 2022

★★★★★ 5/5

Google

Connor has done a really good job helping sell our home. He’s been professional, knowledgable and attentive throughout the process. His experience has allowed us to get our home on the market and sold quickly. Big thanks to Connor and the team at Darlows Canton

Hywel · 26 October 2024

★★★★★ 5/5

Google

Thasos is the best at customer service - a real gem!

K · 26 November 2025

★★★★★ 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

★★★★★ 5/5

Google

Connor attended my premises today for an initial appointment and furnished me with a full synopsis of the selling process. He was very honest and informative and was I would certainly use his services in the future. Thank you Connor.

Sandra · 1 December 2024

★★★★★ 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

Google

Thank you Louise Gabb , from Darlows Estate Agency in Cardiff, for showing me around a 4 Bedroom Town house. Louise arrived before time , knew every detail of the property including, but not exclusively regards Counil tax band , parking areas and local facilities. Follow up email with contact information for independent Mortgage Brokers as requested. Throughly professional , and extremely charming. Best wishes Pravin

Pravin · 14 June 2023

★★★★★ 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

★★★★★ 1/5

Trustpilot

No interest in tenant welfare and no interest in arranging repairs

If I could give zero I would. Absolutely appalling tenant care from Darlows Albany Road and Darlows property management, Cardiff.Our boiler broke last winter and we had an absolute nightmare trying to get it fixed. We just could not get hold of property management, they only really answer before lunchtime. Then when a contractor was finally appointed to us they took 5 days to come out and look at it, and then told us he needed a few more days to get the part to fix it! This was during the winter when it was snowing too so we spent a week without heating in the freezing cold!! (luckily still had hot water). We asked for reduced rent to compensate for this but they would not entertain the idea (i am aware this is probably not a ‘done thing’ by lettings agents)Not only this, but now our boiler has broke again! We used their automated fixflo website when it happened last night, our situation was deemed of high importance but not urgent. The automated message said that a contractor had been assigned and would get in touch with us within an hour. That was 19 hours ago! But now we don't have hot water or heating (currenrly November) and now we’re having the same struggles with property management.All i can say is thank god I am moving out of this property soon, they are an absolute shambles of a company. I will be formally complaining to both their head office and my local council.AVOID RENTING WITH DARLOWS IF YOU CAN I AM NOT THE ONLY PERSON WHO HAS HAD THIS SORT OF EXPERIENCE!!!Edit: Boiler was repaired day after reporting as we called Darlows’ head office. Boiler has not been fully repaired and was temporarily fixed (pending on landlord’s approval for a boiler service)

Rhys · 10 November 2021

★★★★★ 5/5

Google

I had a very good experience overall while looking for a house through Darlows. Louise Gabb was very professional and welcoming throughout the whole process as well as having an in-depth knowledge of the property I was viewing. Her pre- and post viewing agent-client communication was excellent. Generally, I would recommend Darlows Estate Agents Canton to anyone looking for any of the services they offer.

Charles · 14 June 2023

★★★★★ 5/5

Google

Dropped into Canton office and met Dylan at 9am and had arranged viewing for 11am the same day! Proper service and a good honest appraisal of the property, thanks Dylan.

Anthony · 19 March 2025

★★★★★ 1/5

Trustpilot

Communications pretty poor

Been trying to get hold of the property management at Merthyr for a couple of weeks with no success. I spoke to somebody maybe a month ago about a contract extension. The contract sent through was wrong and I've left messages, sent countless emails and even asked the sales team to give them a nudge.Nobody answers the phone in the PM department. I would visit but it's so far away and Merthyr is in the back end of absolutely nowhere.I know that nobody is dying and it's just a contract but our tenancy is up next week and it's super annoying. If the property was flooding, we would have all drowned by now.This isn't the 5 star level of service that they are known to strive for.

Jak · 13 September 2021