HSS ProService Reviews

Hired a wacker plate and cement mixer for the weekend, selected home delivery but for whatever reason on the invoice the cement mixer was listed for store pickup. Tried to call to change this but sat on hold for an hour and gave up. Managed to eventually talk to somebody on the web chat who managed to change the order so both items would be delivered, but when the driver turned up to collect the machines on Monday he refused to take the mixer as he only had the wacker plate on his piece of paper. He even had to move the cement mixer out of the way to get the wacker plate and then put the mixer back. I'm now trapped in the nightmare of daily attempts to get through to HSS customer service and sitting on hold for ages, then giving up and speaking to the web chat team who, whilst trying to be helpful, seem powerless to override whatever automated system is in place. It's currently Saturday, I was promised that it would be picked up today first thing and I've taken the day off work but just been told by HSS customer services that the automated system has cancelled the pickup. They've also been unable to stop the automated emails extending my contract or the automated extra day charges leaving my bank account. I've been told I should be able to get these refunded but based on my experience so far I won't hold my breath. Fair to say I won't be using HSS again or recommending anybody else uses them either.

Absolutely terrible experience from A to Z. Called multiple times to enquire about a product, was promised a response and weeks later still nothing. Eventually hired some tools, only for the agreed hire date to be pushed back by them.. okay. Then one of the needed tools simply did not arrive on the agreed date. No communications from the company whatsoever. Zero. Mental. I had to chase it up with them... eventually got that tool delivered after having to chase it up with them on the other side of the week (Friday, instead of Monday!) Then they would not reply to my emails ever since about the refundable deposit once the hire finished. At some point a nice customer service person tried to help but then just disappeared. Did I mention their phone lines are more impossible to reach than the Pope? Where are my hundreds of pounds of refundable deposit? Because they are still not in my bank account. And no one will reply/pick up the phone. If you have any other options, avoid this company. You have been warned.

WE have been trying to arrange the collection of a scaffold tower and the driver never turns up when expected. Instead he comes early when the builder isn't there. It is not a collection service!

Impossible to speak with customer service, they do not communicate arrival time, you used to be able to select am or pm for delivery but that option is not available any more and the ETA could be anytime between 8am and 4pm!! What an absolute joke. Have been waiting on the phone with two different "customer service number" (one of the supposedly "HSS pro" nothing pro about that) for over an hour. Very quick at taking payment, a disaster from them onwards... wish I'd gone straight to the shop.

Used hss 3 times and great delivery service and fence panels the best iv had no hole or gaps and fence post good and strait met post stone and thanks for delivery drivers very helpful

The whole month of April and May nothing but problems Rude customer service if you can get hold of them via live chat The emails from a guy called Lewis being ignored Head office never answer your call was stuck for over 2 hours on the line and still didn’t manage to get through Four emails to head office to get blatantly ignored and now on to trading standards Absolutely appalling and would never recommend them to anyone There customer service is despicable There is no point emailing you I’ve sent five in the past month and no response so what is the point? They don’t answer you

The hire was fine. I have now been trying to contact the invoices line option 3 for 4 days and I've been on for hours and still haven't got through! I have also been to the local branch to see if they can sort out the issue and I get given the same numbers not acceptable at all!!

The website prides itself on offering 'customer leading service', but I'm afraid to say that this has not been my experience and it has left me feeling extremely frustrated and disappointed! I hired a carpet cleaner (stock no:58302) and 4 litres of carpet shampoo (stock no:17601) with a delivery date of 10/04/25. In preparation I spent some considerable time removing furniture from several rooms, however on the day of delivery, the carpet cleaner arrived without any carpet cleaner shampoo, which was clearly in breach of the contract. I then spent several hours trying to sort this out, was promised call backs which never materialised and when I did call back again to chase up,was told that HSS were not in a position to supply me with any carpet shampoo cleaner, or provide me with a acceptable alternative and therefore I felt I was left with no choice but to cancel the order and request my money back. I was told that this would be instigated and arrangements would be put in place to collect the carpet cleaner from me. The carpet cleaner was eventually picked up on 14/04/25 at approximately 09.00am. However, since then I have waited patiently for my credit card to be reimbursed the sum of £86.34. On the 25/04/25 I made telephone contact to enquire what was happening and to chase up reimbursement. I was told that there had been some technical glitch, but not to worry everything was sorted and my credit card would be reimbursed. Today is the 14/05/25, a month later and I'm still waiting to receive my reimbursement. I have tried calling several times and sending emails, but nothing happens. I have never experienced anything likes this before, hence my very negative review.

Scammers!!!

If I could give my experience using HSS a minus star review I would! We have had an absolute nightmare from the very beginning…my husband ordered online a break drill & I went to collect after the school run with my baby. When I arrived I was told there was no breaker in store, HSS Walthamstow at Selco, which we had hired…they said we should have received an email to say they didn’t have any in store to save the journey coming…we never did. I left my email & telephone number as the man at reception said they will pick up another breaker from the old Kent road store & will let me know…they have never ever called. We have never been able to get hold of them since…we have called the HSS Walthamstow for hours no one has ever picked up, my husband drove over last Saturday waited for 45 mins & no one was there & I have even tried calling the head office… NO ONE PICKS UP! My husband is continually receiving emails saying they are going to ‘extend’ the hire! We’ve never received the breaker to use in the first place! We have not been given our money back -log the deposit & cost of the hire…only more of being taken…absolute scammers. Horrendous customer service.

Hired items not delivered on the day they were due. Eventually arrived 2 days late but hire period only extended by 1 day. Items not collected on the right day either. Had to email and they were eventually picked up 3 days later. When I emailed I stated the days/time I would be in but they collected outside of that. Only my 15yr old son was in when they got collected. I also returned several unused sanding pads but never received any refund for those. (Approx £20 worth). So all in all, nothing went right. It mucked up my plans for that week and put us behind on other jobs. It was also a pain having to work around the heavy hire items because they weren't collected on time.

Update:HSS replied to this review and have now been in touch and correctly cancelled the order with the billing address as the delivery address and have promised a refund - its just a pit it was impossible to get through on their helpline to resolve this without needing recourse to my original 1 star review - as a result of the repose I will amend to 2 stars but they need to try calling their own helpline and see how long it takes to get through - if ever. HSS is impossible to contact by phone! I managed once to update a delivery address as there ‘award winning’ online system changed my delivery address to my billing address - to be fair this was corrected but I have now been charged double for the tower I hired. I have tried at least 6 times to contact them again and have been on hold for over 50mins each time with a cheerful man apologising for keeping me on hold, assuring me I will receive award winning customer service in a few minutes ! Utter rubbish. Will never use them again - I will have to drive to a branch I guess to get an answer an hopefully my money back for the tower that was duplicated!

Very bad service after couple of days said we’re high volume of order so can’t be delivered before 3 weeks time but actually they don’t have stock and update me very late. Waste if time. Stay away

"Industry leading customer service" I waited 45 minutes on the phone before being cut off. How is this an Industry Leading Customer Service?

HSS = Hopelessly Shite Service The tools themselves? No problem — they worked fine. But trying to return them? Welcome to the seventh circle of hell. HSS promise to collect within 7 days of the hire ending. What they actually do is give you 20 minutes’ notice on a random day, then act shocked when you’re not home. I asked for collection after 2pm — no one came. A week later, the tools are still sat here. Customer service? Don’t bother. I’ve been on hold for over 30 minutes multiple times and eventually gave up. It’s easier to contact the dead. So if you’re looking for good tools and a spectacularly awful return process, go with HSS: Hopelessly Shite Service.

We hired a nail gun from the Oldham branch. We left without being told we needed gas and didn’t find out till we got home, they had our number and could have called which he sale guy admitted.. Returned to purchase gas so another £21, went home to find it he nail gun was faulty and firing nails all over narrowly missing our heads at one point. Spent £21 on gas which is now now use to us and ended up hiring from elsewhere and having to purchase more gas as it needed a different size. Do not hire from here, old broken products which are dangerous and not fit for purpose. Did get a call from the warehouse manager who was very apologetic however, we waisted a full day messing about with broken equipment. Terrible experience

The machine's drop off and collection were all done at the wrong time. Absolutely no customer service to speak of. Shambolic!

Awful experience, they didn't give me a refund for some grit sheet they were meant to add in my bag and they never did and when I tried to talk to the manager he said he will not refund us as he rememberes he has given us all the sheets we order even if he didn't . I then called the customer service after 2 emails which they never replied to and they said they would give me the refund and it has been over 2 weeks and they haven't and they keep finding excuse not to. Awful service and I do not recommend this company especially in Brighton.

Rented a cement mixer that stopped working after a small test mix. Calls to their service went unanswered. Returned the mixer, but the staff at HSS old kent Road said they couldn't help as they are not HSS Pro (they are HSS: The Hire Service Company). No apology for the faulty machine. Emailed two addresses, got one automated ticket, but no response after four days. Currently on hold again (60 minutes and counting). Faulty rental and then No customer service! Hopefully, this review will get them to respond. UPDATE: In the end HSS fully refunded my rental fee (although no offer of compensation for the hassle and time wasted with a defective machine) and I received an apology email saying this was not up to standard. Unfortunately this does not address the issues with never been able to get through on their call service or that this was not automatically dealt with by them so the rating stays the same. Due to proximity I will probably need to rent from them again as I have done before. If all goes smoothly I believe they are fine, but it is when there are issues that you get to really see a company.

Trainer was informational and educational, greatly delivered course with 0 complaints.