HSS ProService
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We rented a concrete mixer
We rented a concrete mixer, we went to collect it. Back at home, it turns until we put load in it, then it stops: faulty motor. We call the branch, they say they can take it back for an exchange. In addition to the time lost in transport, we lost a day of work with the mixer. We were supposed to bring it back on the Friday afternoon, but adding the day lost to it meant Saturday afternoon, except the branch closes at midday on Saturdays. I asked the branch if, as a commercial gesture, they could let us keep the mixer until Monday morning (since they re closed from Saturday midday to Monday morning), the person said that since I booked online they could not offer it, but they could update the contract, make us pay, then we would have to contact the website to ask for a refund. I therefore went back to the website and used the livechat function to talk to a bot then a human, who said they would do the necessary then contact me later in the day to confirm. I got no email, sms or contact later on that day (Thursday). On the Friday I changed tact and called them in the morning. The person I got on the phone said they were sorry for the poor experience, then told me they would check a few things including discussing with the branch, then call me back in early afternoon. No one called. On the saturday morning, I received an automated (I suppose) email that said I was late on returning the mixer... I replied a not-so-nice email to the address from which their email was sent. I soon got an answer stating this was a send-only email address and that to contact them I should use another one they gave (operations@). So I copied/pasted the same email content and sent it to this new address. Well, here what I got from their email server's postmaster as a result: "Your message wasn't delivered. Despite repeated attempts to deliver your message, a connection to the remote server couldn't be made." Seriously? At the end we did not try further to contact HSS, we just took the mixer back on the Monday morning, and the person there managed our case so we did not have anything else to pay. They really need to fix their customer support process, it sucks.