“Terrible customer service, placed an order to hire a floor sander a week in advance. No contact from anyone on the day it was due to be delivered. I eventually chased them and was told, it wouldn't be delivered today or this weekend and they don't know why. They might be able to sort it out for me on Monday.
They did give a full refund, but that doesn't account for the day I had to take off work to wait in for nothing.
Would not recommend and will not be using them again”
“Shoddy service, tried to rip me off with bogus prices, delivered two Genies instead of four, and they are STILL sitting in my studio two days after they were meant to be collected. Bullish attitude as main players in the sector. Just appalling.”
“I hired a floor sander online even called the day before to check all ok. Said fine. 2 hrs later get a cancellation email. Said equipment not available . Worse refund invoice does not include deposit I paid. Now waiting 30 mins not answering phone. I emailed a query to HSS. If this is not rectified in the next day with a suitable response,I will complain to the bank as a payment issue. How can you take 391 and then issue a refund for 241. No service even delivered My decorating job is delayed now.”
“Terrible experience with HSS Hire. I ordered a scrubber machine and wet & dry vacuum — the order arrived incomplete, missing key parts. The scrubber didn’t work at all, even when tested with a 3-phase transformer. They never informed me that the equipment required a 3-phase power socket, leaving my staff stuck on site unable to work. After several phone calls, they promised to replace the machine on Tuesday, but no one came, no one called, and even the faulty equipment was never collected. The service was unresponsive, unreliable, and caused financial loss and frustration. Completely unprofessional company — I will demand a refund and compensation. Avoid HSS Hire.”
“Awful experience as per usual. I used HSS hire again out of convenience and as expected they have cost my business money and wasted my time because of poor service. I hired a tower that was supposed to be off hired on the 27th October and 2 weeks on it still isn't collected and I have only just been notified by the client. HSS are now charging me for the extra 2 weeks. There are no account managers to contact, the stores do not answer and my client still isn't happy!”
“Worst experience ever — absolutely unacceptable service!
I will never use this company again, and I strongly advise everyone to avoid them at all costs.
I hired a floor scrubber for £98, and the machine didn’t even work. To make matters worse, there was no way to reach anyone for help — every number listed online just goes straight to voicemail. I tried three different numbers, left multiple messages, and no one ever called back.
When I went back to the location where I collected the machine, the person there said he couldn’t process a refund because it was booked online — and told me to contact the “online team,” who are apparently impossible to reach.
This is beyond frustrating. I’ve been left out of pocket, wasted my time, and received zero support from their side.
My Contact Reference: W-6XQKKCPG
Absolutely shocking customer service — completely unprofessional and unreliable.”
“Pre hired equipment many weeks in advance only to be told one day prior to delivery only 1 scarifying machine existed in the company which was in Reading and 2 aerators both broken. Delivery not made. Wouldn't recommend HSS. No apology received from complaints dept or even a reply to me email complaint.”
“As I suspected the same old complaints. Useless company. Hired a jackhammer on Friday for day hire. It arrived at 5:30pm and they try to collect it the next morning at 10:00am. Driver said he would book in for collection Monday. Even waiting all day today so o called them. Said it’s not booked in so will arrange tomorrow. No time of course! Useless avoid never again”
“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.”
“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.”
“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”
“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.”
