“The equipment that arrived was good and staff all very friendly. However, the kit arrived at 2pm leaving me very little hire time. On hiring a floor sander I ordered a full safety kit that did not arrive. I called and was on hold for 60 minutes followed by being passed around different departments and asked to call back twice. I was promised the safety kit would be delivered the following day, it never arrived with no follow up call. I had to do the job with no safety equipment as a result. The collection driver said I would get a refund on the safety kit, no refund received which I am still chasing. Gave up on customer service phone after a 20 minute wait, I'm chasing over email.”
“Same as everyone here. Poor service, difficult to speak to anyone and promises they don’t keep. I should’ve read the reviews first. Won’t be using HSS again.”
“booked a professional carpet cleaner with HSS. Price was reasonable so booked.
Item picked up from West Bromwich HSS Hire shop. Got home and carpet cleaner didn’t work. Luckily they were still open until 13:00 on the Saturday so took item back and was given a replacement no mention of a partial refund for the hassle. Replacement item worked well and carpets washed. Item returned within specified time. Was expecting the £10.00 refund as per invoice. Only refunded £4.18. Rang HSS West Bromwich to ask why was told nothing to do with them they are only the click and collect shop all invoice queries go to HSS Pro Service. Tried emailing them on multiple emails. All returned even the complaints email returned outbox was full. Rang them after 45 minutes gave up. Left a bad impression won’t use them again. It’s not even about the refund amount it’s the principle can I trust a company that doesn’t do what they’re supposed to and then have no way of contacting them!”
“Told they could deliver a tower yesterday still waiting for it a day later told the delivery driver had a flat tire and we would be first drop next day 11:02 still waiting”
“Easy hiring process, good price, full deposit refunded at the end, had an issue starting the engine but the engineer rang back in 10 mins and fixed it over the phone. Delivered on time, collected when expected.
Only thing was turned up with 1/4 tank of fuel, but not an issue as they didn't charge me for topping up when returned either
Very happy customer”
“Ordered a whacker plate to be delivered phoned to see when delivery would arrive and got told within the next hour then only to be told it won't arrive u till mid to late afternoon !!!!! Setting the job back ppl sitting idle getting paid it's the last time I will us HSS hire”
“Once bitten a few months back... thought i would give benefit of doubt and try with another bit.of.kit... wished i hadnt.... Late delivery, no communication. Phone line for customer queries out of service, chat function doesnt work. Can't get support from any HSS branch ... "we don't deal with online enquiries"... lost a day of work due to not.having the equipment I.orderwd, booked and.paid.for in advance. Will NOT be using again.”
“Absolute shambles from start to finish. Would not recommend.
Jon Overman you need to sort your company out.
Will be lodging a formal complaint as soon as equipment collected.”
“Item not as advertised. Misleading website. Hired a tool that could not be used. Complaint made with an automated response that they will reply in 48 hours. 28 DAYS later and nothing. Do not use this company. Have escalated this issue to Trading Standards.”
“Terrible customer service – would not recommend.
I ordered a sander that arrived faulty. A replacement was sent the next day, meaning I lost 1.5 days of use.
I also ordered extra sandpaper, with the assurance that unused sheets could be returned. 11 sheets (worth £30-£40) were missing from my order.
Due to the delay with the sander, I had unused sandpaper to return. I sent it back but have had to send around 10 emails chasing my refund, with no success.
It has now been over two months, and the issue remains unresolved. My last four emails have gone unanswered, apart from automated replies about high email volumes. Shocking service.
DO NOT USE! Much more reliable providers out there even if it costs a little more.”
“I hired a Karcher carpet cleaner from them today. The delivery guy set the machine up hose wise so that it was ready to use.
It wasn't connected properly and has leaked badly all over my carpet. Also, it didn't suck up the dirty water, the waste tank/bin was completely empty and one of the hose connections dripped. It's more than likely ruined my carpet. Four calls to customer services, waited ages to speak to their representaives, then cut off twice.
Advised that they may not even refund me! They are not taking any responsibility for my damaged carpet and they have no insurance to cover the hire of their faulty products that cause damage. Would NEVER use them again.”
“DO NOT USE THIS COMPANY.
They give extremely poor customer service.
There is no-one of authority to speak to when you have an issue.
God forbid you overpay them, as you will struggle to get your money back.
ABSOLUTELY SHOCKING!!
I'd suggest they employ more people as the list of names that I have spoken to must be comming to an end.”
“🚨USE SUNBELT INSTEAD🚨
I had a very disappointing experience with this company. The compressor we hired broke down within 10 minutes due to a lack of compressor oil. A mechanic confirmed that it should never have been sent out as it was leaking oil everywhere. We were initially assured that we wouldn't be charged since they couldn't provide a replacement. However, despite numerous emails attempting to resolve the issue, we received a final demand for payment. The customer service has been unresponsive, and it feels like they're trying to charge us for faulty equipment that should never have been rented out. I strongly advise against using this company and suggest considering alternatives like Sunbelt.”
“I hired a ladder from HSS in August for one week and returned it to them. They are still trying to charge me for the hire, claiming I did not return the ladder. I am struggling with the complaints process - very poor customer service”
“Appalling service.
I hired a brushcutter and was supplied with a normal strimmer because the Harlow branch did not have the correct kit. Spent all day Saturday trying to get a brushcutter conversion kit from all the local toolshops. Eventually I had to get someone in to do the work.
HSS promised a refund and then refused to honour their promise.”
“I phoned three times about ordering some reinforcing mesh ,I spoke to three different people who said they would get back to me,guess what I’m still waiting no phone call ,no email so I don’t expect them to get back to me anytime soon.”
