“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.”
“The man answering the phone this morning , rude obnoxious and unhelpful
When I asked a follow up question then responding with ‘Jesus Christ’ .
Terrible customer service
Would not recommend.”
“Total shambles. Were mean to collect up a ladder yesterday morning at 10am. Called them four times during the day. Apparently, driver client contact me which is total bs. I didn’t have a missed call and my camera doesn’t show anyone at the house during the day. Four times I was told someone would call back. Four times nobody called. Today i called for someone to pick it up. They can’t as I didn’t ask yesterday for a recollection for today. These people have no clue what they are doing.”
“Returned an item a month ago, they are still charging me! Worse yet, they cant even seem to be sure where the item is at this point. Was promissed they will confirm my drop-off with CCTV, two weeks on still waiting to hear. All sympathetic on the phone until they get rid of you but nothing moves forward. Out of £300 so far and counting!”
“Terrible experience. Hired a power washer 3 weeks ago which was faulty. Their technician agreed and emailed HSS authorising a full refund. I have made numerous calls to chase payment. On each occasion their customer service agent agrees that I should be fully reimbursed, yet I am still owed money.”
“Don’t work for this company the more u do the more they want and your just a number it’s all about targets for the management to get there bonuses!!!!”
“Hired a scissor lift
It wasn't great from the start, now I'm being told there was damage and being charged
No damage was caused
It takes weeks to get a reply
Poor service
Dreadful customer relations”
“I booked a floor sander and edging sander for one day. My time on the job was limited Although I was told the delivery would be in the morning it did not arrive until late in the day, Only after the driver had left did I realise neither machine came with dust collection bag — meaning it would throw sawdust all over the house.
I called customer services. I was told they could not deliver that day and to wait for the next. The next day I called to confirm the time and they had no record of the previous conversation. Customer services said they would call me back. No one called me back.
They will come to collect the machines today. I have could not use them and they will charge me for it.
Dreadful all around. How difficult is it to organise two dust bags? The whole job has been delayed”
“Would give zero stars if possible. Dreadful company to deal with, hired a scissor lift which didn't work, an engineer was supposed to come out and fix, didn't turn up, said they would drop off a replacement next day which you would have thought would be a priority as explained I had to cancel the electricians which cost us a lot of money.
Next morning was told they would drop off at 11.15 but we will still get charged for a whole days hire.
Asked for a manager to ring me back up, guess what, no call.
Equipment still didn't turn up.
Please avoid this company like the plague, use at your own peril.”
“Everytime I have used their services they have been so incompetent that they have overcharged large sums of money for equipment that was returned on the same day it was picked up. One time they overcharged me £600 and I had to phone about 6 different times to sort it out. I cannot state enough how terrible doing business with them has been to the point where I'm convinced that it's on purpose to scam people. Avoid!”
“We hired equipment with explicit time window. We were given a time window and the driver arrived nearly 3.5h late (5h after expected but 3.5 after the time window closed). We had movers wait for over 4h (which we had to pay). At one point the customer support didn't know where the driver was.
The driver arrived and proceeded to urinate into a bottle in front of everyone (away from us but still unacceptable). Pickup of the equipment was a mess, driver only took half the order back and we had to call and get him to come back to take everything. In addition a previous visit left visible damage on the stone work. Attempt to get reimbursed has been delegated to one attempted phone call (to avoid a paper trail no doubt) Do not recommend.”
“Failed to collect hired items on the scheduled collection date and the following rescheduled dates.
We now have a solicitor contacting us threatening court action as they are trying to get us to make payment for the extra time (due to them failing to collect)”
“Terrible company & experience! Selected and paid to hire a product, the product never arrived on the scheduled delivery date. The staff I spoke to really did not seem to care or put any effort into trying to resolve the issue at all. Received an email saying they need an additional amount paid to confirm new delivery date, clicked a link to see the balance because I was so confused, and it automatically took the payment WITHOUT PERMISSION!!! A full refund has been requested and cancelling the whole hire!! I've never encountered such an unhelpful company?! The whole experience has been extremely frustrating and bizarre! Waste of time and energy.”
“One star is generous. One wood chipper delivered. Blunt blades. Sent back. Replacement delivered. Blunt blades again. Ended up burning wood on neighbour's firework night bonfire. Promised refund by branch manager at Harlow Essex. No refund materialised. Lots of phone calls and emails including emails from said branch manager to the person responsible for refunds. Still nothing despite him pointing out to her that this was unacceptable. Given up now. Not using HSS again.”
“Feeling really let down tbh. Ordered online on a chat a belt and edge sander kits. Was told ready by next day 8am, 25 mins drive from my house. Drove to the place, was told that although they still rent them they don't have them in stock due to flooding and kits were being tested. Appreciate flooding is an unforeseen circumstance clearly, but then why tell me they had stock. Dates offered unsuitable due to work. Bad enough the online experience provides inaccurate stocks you'd think they'd actually call before 8 as I was there for the opening. Morality, make sure to call their depot for availability. Saves you emptying a room and a hallway for nothing. Also the refund will take 7 to 10 days when money is already out my account.”
“Ordered a cherry picker to he delivered. Promised Monday but didn’t turn up, then Tuesday, then Wednesday, then Thursday. They then cancelled the order as they couldn’t supply. I had to chase all the time.”
