"If I could score them a zero I would…"

If I could score them a zero I would .been renting with the Albany rd branch for just over a year,they are wholly incompetent liars and their customer service is nothing short of shocking.Never answer phones don't respond to voicemail s or emails ! God help you if you need any repairs carrying out.
AVOID

"Tenancy Extension"

Lauren Keirle has been helpful for my tenancy extension process , explained well, lead good negotiation to benefit both sides , prompt response on queries etc. made really comfortable completing the whole process easy and simple. A. Joseph.

"Darlows Merthyr Tydfil are liars and…"

Darlows Merthyr Tydfil are liars and ignorant! I reserved a plot at St Tydfils Grove, in October 2021, in fact 2 years today! Anyway, there were a succession of delays, plus a mysterious succession of project managers, of whom the INITIAL contact was good, however it became aparent very quickly, that along with the delayed scheduled building work, that also I was being completely ignored, as they don't answer the phone when they see your number on the office phone, then it would be transferred to their parent company, Spicehaart. But even they were very slow for about a year, as the constantly different telephonists took my complaint, which was laborious in the end, as they didn't seem to have a clue about ALL my previous telephone calls/emails. However, luckily for me, but unluckily for them, I keep digital notes of EVERYTHING, even the name, date and time of my conversation. Anyway, in the end I had to start a complaints file with Resolver, in which I attached the vast majority of of my countless emails, plus digital notes of all the times I have phoned to complain, plus the transcripts of the Live Chat conversation I had on the Darlows Merthyr Tydfil website, in which they were obstructive, trying to make out they didn't know who was the Branch Managers Superior was, until I said I was including them in my complaint also. I done this on a Sunday afternoon, and surprise, surprise, the ignorant manager at Merthyr Tydfil Darlows, was trying to ring me first thing on Monday morning, plus he'd sent me an email straight after with an attached Reservation Refund Form. I had emailed him 3 days previous, which was a massive email of me complaining about him lying to me, when he told on a telephone call on the 6th December, 2022, that the solicitors will have everything sorted by the beginning of January(2023). Then no contact whatsoever, until I emailed the Branch manager on 29th June 2023, which again he ignored! And I know if I hadn't started a complaints procedure via Resolver, which I have to say was a very easy and simple process. Funnily enough, after completing and returning the refund form, yes, you've guessed it, complete SILENCE! Anyway, I had to go back to Spicehaart, and luckily, a Mathew initially, then Claire, Finally got me my refund! It was just short of 2 years after paying it! I didn't give surnames, but suffice it to say they are very high up at Spicehaart! There is a reason why Darlows Merthyr Tydfil only have 41% ONE STAR REVIEWS on Trustpilot. I cannot speak for other branches, as I've never used them. And I didn't choose Darlows Merthyr, I chose St Tydfils Grove, which unfortunately they were the estate agents.

P. S. The date assigned for when this all started is incorrect, as it only let's you go back twelve months previous, it was actually 14th October 2021, not 2022.

"Darlows cardiff holding on to my daughter's £5000+ 12month up front rental deposit for a property that fell through, they are not answering the phone or emails."

Unfortunately, a not so great review. I refrain from writing reviews for below standard service because sometimes you have to give benefit of doubt, things do happen, however, my daughter had found a three bed house to share with two others, the sign-up registration was a lengthy process with Darlows but the prospective tenant’s stuck it out as this was intended as their accomodation for university, the criteria was to pay 12 months upfront plus holding fee which my daughter's amount totalled nearly £6000 which she had paid in full. Nearly two weeks after no keys, no accommodation. The agreement fell through and despite phone calls to Darlow, Emails to Darlow no one seems to want to return my daughter's money, which she will need to deposit a replacement property urgently. Very strange, when Darlow wanted the deposit they were very contactable and pursuant for the fees to be paid. Having worked as property management/negotiation myself this is malpractice and will be reported.

Follow-up

My daughter has to visit the Branch with her father to request her money back, Raphael was very helpful, apparently, Darlows did not have the means to transfer back my daughters money despite having the original details that she initially paid with, I think the surprise visit helped to shift things along money yet to be received, should be with my daughter before the end of this week.

My daughter did not expect to have the keys if the property did not have the full tenant requirement, my daughter expected a decent service to a full refund immediately upon the contract cancellation, she should not have had to chase via email, phone and eventually turning up at the branch to ask for her own money returned £5600+


I had personally met with the landlords prior to the letting process, they were very nice, unfortunately, they have no idea on the misconduct of Darlows.

David Hale at Darlows had said that my daughter’s money would be in her account on Friday 13th October 2023, it was not. We called to ask why the money was not received, Olivia the property manager from Haart then apologised and said that the money will be returned early the next week Monday, Tuesday latest. Today is Tuesday and no refund.

19/10/23
Today, My daughter’s fee has been refunded in full by Darlows. Thank you!

"Faith Restored."

Jada was fabulous, totally restored our faith in the viewing and purchase process. Very efficient responses to queries and questions.
The photographs of the property and gardens were also very accurate.

"Thomas sullivan"

Thomas Sullivan went really out of his way to make sure me and my son were in are lovley property sooner rather than later,,he his so calm and polite and really makes you feel your in safe hands,,,thank you again Thomas.kind regards francesca

"Good service from Sophie today"

Good service from Sophie today, prompt and efficient, thank you

"Albany road Darlows"

I just want to write that Raphael is the great agent that presented us with a wonderful property and answered all our questions. Thank you for all your help.

"lettings management team never answer the phone,"

never answer the phone,
never get back to you
letting management team are never in the office
experience of last 6 months

"I had an unexpected situation that…"

I had an unexpected situation that popped up I phoned and Louise pugh answered my call and I just want to say she was fantastic and sorted everything out for me thanks again Louise x