“Why do I need to give 1 star? Absolute joke of a company. Placed an order, didn't arrive, placed it again over the phone and received an excuse as to why it didn't arrive. Second order arrived - a totally incorrect order. This is another one of those organisations without a Chief Executive, complaints procedure, complaints email address, or hierarchy of staff to speak to. The only person who appears to work there is the one who answers the phone. After three failed orders, 2 lengthy phonecalls, a delivery of an order I didn't place and money taken from my account, I now need to wait until the end of the bank holiday, repackage all of the products, visit the postoffice, PAY for the return myself out of my OWN pocket and then wait at least 14 days for any money that will be refunded, to be returned to my account. I'm still not sure how much, if anything, they will refund. HSS will have had my money for 30 days by then - no product and out of pocket for postage ad travel to add. Total scam. Don't touch this place. Absolute scandal.”
“I've taken a deposit from the customer to pay for the hire of floor sanding kit and materials, I then placed everything into basket and paid then I was greeted with "sorry order failed it's our fault and we might have taken your money but don't worry it will correct itself after a week"
WTF? I cannot wait a week for the money to return and I cannot ask the customer to pay twice!
this is absolutely ridiculous and your have caused me so much stress now and I'm panicking about how am I gonna tell the customer. I have contacted you by phone and was told someone would get back to me, but when?
I don't think I'd ever recommend you guys as a go to hire company if this is how you treat your customers.”
“In October 2020. I hired a Floor and Edge Sander Hire Pack SKU : 05429.
03615488 | 06 Oct 2020 | £327.48
All went well until the driver collecting items dragged the floor sander over my newly fitted upvc front door step and let it drop forcefully on to the lower step brick edging, chipping the edges (The bricks have been perfect since they were laid around eighty years ago)
I have tried to forget that they are now damaged but every time I walk through the door, all I see is the damage that the HSS did.
I put in a complaint the same day, and a few days later the area manager contacted me. He told me that when I needed to hire something to the same price that it would free of charge. I feel too scared to use there services again in case the same driver does some more damage.
I am still left with a damaged step that is going to cost me around £1000 if the door frame and step needs replacing.
After all this time I am still very annoyed that the driver could not care less about my property.
The rest of the people I dealt with at HSS were great including the first driver who was very helpful.
If it wasn't for the 2nd driver wrecking my home, I would have left 5 stars.”
“Delivery and collection process was dreadful, driver never showed up on the collection date. New collection then rescheduled on our behalf without asking if we were available on the new date.
When I called the customer service to rearrange the collection later in the day they said they would charge us for that even though it wasn't our fault that the driver didn't collected the carpet cleaner on the due date.
Also, the customer service was very poor quality and was hiding behind term of services instead of helping us on the issue.
On top of this, I tried to use the contact driver feature to inform him about the pick up time and my messages have been ignored which made the collection even more complicated than it already was.
Would never recommend at all their services AND products.”
“I spoke to Carl at HSS who quoted me £125 for weeks hire on a wet saw. He told me there was an upfront deposit of £125 so took £250 payment. I returned the machine within 24 hours because it was incorrect and Carl said he would charge me for a day but charged me the same rate he quoted for a week. When I called Carl to complain he stated that was just my opinion, his notes said otherwise, he would look into it and call back but Carl never even called back. Next time you take a payment from a customer you should take 2 minutes to check that customer is paying for the correct machine first. Shocking customer service. Look at all the bad reviews this company is run by a bunch of monkeys.”
“Booked a course for appointed person crane course, they did not let me no course was cancelled, I went 2 the course so I paid £200 pounds hotels, £40pounds train, £40 cabs, week off work £750 pounds, course money £856 pounds. They will not give money back and I'm still waiting 10 days 2 receive money from the course.”
“If I could give no stars then I would. I booked and paid online and was charged again at a higher price before the booking. I emailed about this and they agreed to refund the higher (incorrect) price they had charged on top of my hire. Instead they refunded the lower price that I had booked online. I spoke with them again and they said they would refund the difference. After my hire this still hadn’t been done and they have now taken more payments without my authorisation and without any reason. They are now refusing the give me the original price that I had booked or accept that the other transactions they have taken were unnecessary. It’s terrifying that they have the ability to take payments out without authorisation. They also picked it up 2 days late which was inconvenient as I had booked the day of pick up for a reason.”
“Ordered scaffold tower to arrive early morning 2 days later, midday and still no sign. no one answers the phone - literally 10 mins of ringing. a 'chat advisor' online just shrugs it off as its not his fault its transports fault.
useless company no customer service”
“Ordered a chipper from Basildon. Was told I would have it on the Wednesday AM but it didn’t turn up until Friday PM even though they said we’d have it first thing the morning. Had to pay a big deposit of £300 and rented the chipper for £150. Chipper was rubbish. Last place I would go to if I need something in the future. Shambles”
“Huge queue for their one bay due to Covid, phoned to change the date and ended up having to drive to a different branch who the had to change the date again, takes a long time to get deposit back. Avoid”
“The guy collecting the ladder came an hour and a half early while I was in the bathroom, he didn't wait for me to get to the door and left, I have a message saying I will be charged for an extra day. None of the texts I am sending are getting through, phone calls are going to voicemail.
HSS:
Didn't give me a full day's use of the equipment although this was agreed.
Arrived with little notice - the text message warning arrived at the same time as the truck.
Didn't wait long enough for me to answer the door.
Weren't available for me to contact them after the mistake was made.
Mostly it's really irritating to encounter this sort of scam - somehow HSS think that an extra day's hire of a ladder is better than repeat business. Reminiscent of Blockbuster video.”
“The guy collecting the ladder came an hour and a half early while I was in the bathroom, he didn't wait for me to get to the door and left, I have a message saying I will be charged for an extra day. None of the texts I am sending are getting through, phone calls are going to voicemail.
HSS:
Didn't give me a full day's use of the equipment although this was agreed.
Arrived with little notice - the text message warning arrived at the same time as the truck.
Didn't wait long enough for me to answer the door.
Weren't available for me to contact them after the mistake was made.
Mostly it's really irritating to encounter this sort of scam - somehow HSS think that an extra day's hire of a ladder is better than repeat business. Reminiscent of Blockbuster video.”
“Demanding payment in full during lockdown!!!
Demanding payment in full or they’ll proceed with court action, during the Coronavirus Lockdown where self employed builders cannot work and hence cannot earn. No response or any offers of help from them. Disgraceful!!!”
“I worked for this company and I have to say they are so intense it's untrue they expect results too quickly and training is really poor ..I think people who work here are just living on a knife edge every day because of the ridiculous high expectations of the business. .think long and hard before working for these ..”
“Deposit not refunded
Karcher carpet cleaner good but still haven’t received my £50 deposit. Hired the cleaner 29/1/19 for a week. Complained, in branch, on 8/3/19 that the refund of my deposit had not appeared on my statement. Was told that the refund “should only have taken 1 week. The refund was processed but not arrived in my account.” IT support checked my card details, apologised profusely & said “will be with you this afternoon”. Over a week later (19/3/19) still no refund. Rang Crayford branch. They were apologetic & “will look into it.” Unable to find a contact number for Head Office. Emailed press office & posting on as many sites as possible in the hope of getting a reply from the Head of Customer Service. If you hire from HSS, check your statement & ensure you get your deposit back otherwise it’s a very expensive hire.”
