“Terrible customer service. Don’t reply to emails. Daily charges on card when hire cancelled. Impossible to reach on the phone as they never answer. Totally avoid this company.”
“The worst company I have ever ever used, service was bad, attitude was bad, staff were bad, they lie and mislead.. I hired a rotavator for 1 day and they confirmed times for delivery and collection and was late delivering it and 4 days late picking it up, saying they were coming out 4 different times everyday leading up to the collection. when I complained they just kept saying they were collecting it and hours went by and days and they just didn't care... Caused a lot of stress for me being disabled... Dont use them it's not worth the hassle.”
“The cement mixer was fit for purpose. The problem lies in HSS failure to collect. They did not turn up and did not bother to let us know so a whole day wasted waiting for them. Now it's the weekend and the shop staff say no collections carried out at the weekend. So, apparently I've got to haul this back through the house...”
“Hired a floor sander and an edge sander. The main floor sander is ok, but the sandpaper wears out quickly so if you’re doing a lot, it will get expensive. Found it effective on a parquet floor but on a beam floor it left annoying marks or maybe it couldn’t get into the slight changes of texture. The floor edge sander is useless, it’s awkward to use and does basically nothing. Don’t bother trying to call HSS as they’ll not answer the phone, spent 20 minutes on 2 occasions trying to get through, gave up.”
“I am a returned client with a vast history of hiring equipment from HSS but today I am writing to report an instance of unprofessional conduct I encountered at the HSS Old Kent Road location.
I was treated like an animal.
I was unable to obtain the team member's name, as he did not offer it, but he was stationed at the front desk.
The individual in question is described as a large Black male with dreadlocks.
When I inquired about the designated unloading area for my rented equipment, he responded with a raised voice, stating, "WAITING OR GO." I asked again because I was in shock with his attitude and he replied again with a tone of voice louder than the first time, saying "I SAID, WAIT OR GO." This interaction was not in line with the expected standards of customer service, and I believe it warrants attention regarding the team member's professionalism and communication style.
I am very disappointed with this situation as I treated him with respect but did not receive the same from him.
I think he must be working at the warehouse because he is not well-trained to be with customers.
Very disappointed with HSS Old Kent Road.”
“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.”
