Darlows Avis 

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

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 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.

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!

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 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, prompt and efficient, thank you

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.

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 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

My wife and I have been looking for a property to rent and the team from Darlows have helped us find one. Raphael is the great agent that presented us with a wonderful property and answered all our questions. Thank you for all your help.

We're being harassed by phone to extend our contract prematurely, but are faced with radio silence by email when we ask them to confirm what our contractual obligations are... they've been ignoring us for a month now.

My partner and I work full time jobs so are unable to take their calls, we've told them numerous times that our preferred method of communication is email, but they'd rather bully us over the phone into renewing our contract early.

We're happy with the property, but are fed up with the lack of professionalism shown by Darlows. If we decide not to extend, it'll be because we're fed up of Darlows, not because there is any issues with the property.

We're not asking for anything out of the ordinary, we just want to know contractually when we need to let them know if we're going to extend the contract and what our options are. Can we move onto a rolling contract or extend for a different length of time? e.g. 6 months.

They are ignoring all these questions and are trying to strong-arm us into signing for another 12 months, MONTHS before our contract says we have to decide by.

Sold a flat through Darlows Canton. Exceptionally unprofessional, poor advice, poor management, poor communication. Really wish I’d used anyone else.

LANDLORDS AVOID AVOID AVOID DARLOWS ALBANY ROAD who have their property management in Newport . they take you money, dont answer eamils or calls and you basically will end up managing the property yourselves. They are really useless . Been with them for about 6 months and they are really incompetent .

Christine from Darlows Estate agent,very friendly,prompt. Christine Ensured the delivery of properties to purchase., we're presented to me seamlessly and based on the specifications provided.

Would like to say thank you to Nicole Richard's at merthyr darlows for all her help regarding a new letting. A very sincere and professional agent who has her clients best intrests at heart.

Thank you again
Claire

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.

I was in search of a house for my family and I saw darlows on the market I got a viewing with Mike,he was so nice with all the process involved in getting my house.Moved in already.
Thanks Mike will definitely refer anyone I know to darlows.
Thanks

The team at Merthyr Tydfil can be busy. Today, Stephen when up and beyond to sort every issue out reference my house yesterday. The best service yet. So thank you for covering every detail to make me feel more at ease.

About a grand more expensive commission-wise than more personable estate agents in the area. Best hope that they sell your house within a couple of weeks or else they completely lose interest and move on to newer properties. Poor communication all the while and broken promises in regards to better advertising the property. Have since sold the house with a more competent estate agent within two weeks of it going back on the market.