Excellent service
Nice, quick and easy process from ordering to delivery, delivery driver very helpful and placed exactly where I wanted it. Will definitely use again
3.9
Great
1,000 reviews
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Review summary
HSS ProService has mixed reviews from customers. Customers particularly appreciate service and quality, though some mention concerns about customer service and communication.
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Based on reviews, created with AISee what reviewers are saying
Very poor service and still waiting for…
Very poor service and still waiting for refund. Changed collection venue at short notice, delivered in error and failed to specify when booking that venue closed for returns at weekends. Customer service poor until I finally (after about 2 hours managed to find someone who understood the issue and he was excellent)
Late delivery, no refund.
The machine was cross hired through another supplier, I asked for the machine in the morning on Friday and it didn’t turn up until 16:40 that day, so I effectively lost 1 days hire I’d paid for. I was lied to constantly by the supplier when I called up to get an ETA, first it was 10am, then 12:30, then 3pm. I called HSS and they assured me I would be refunded for that days hire. When it came to the collection day on Monday the supplier didn’t collect it, I called HSS and they chased them arranging for it to be collected on Wednesday. I then got a call on Tuesday by the driver saying he was there to collect it. I was at work so couldn’t do anything. I then received an email and charge for “failed collection”. Again I called HSS, they eventually refunded the failed collection charge but still did not refund the lost days hire. Miraculously the person I spoke to had no knowledge of this there were ‘no notes on the system’. I offered to provide cctv footage to confirm delivery times etc but they wouldn’t accept this. HSS refused to refund that lost days hire.
Well presented course by Andy
Informative well presented SPA course by Andy in Gateshead. Took a lot from the course, easy to follow and intersct with instructions.
Company details
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Contact info
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Website
www.hss.com
All reviews
1,000 total • Write a review
Showing 21 - 30 of 996 reviews
J
Jennifer
US
Avoid, avoid, avoid!
Disaster from start to finish. Site was not clear at ordering what was/was not included. Second order was put through separately from first order and delivered separately. hSS has subcontracted out but did not communicate with that company. Would never ever use again and would highly recommend you use another company. Everyone I spoke to including their own customer service, said that the problems I encountered, happen all the time. HSS need to sort it out.
Date of experience: July 5, 2025
GM
Didn't reply to 2 messages regarding…
Didn't reply to 2 messages regarding the delivery date which was delayed by 10 days
Date of experience: July 5, 2025
CY
Utterly fabulous !
Utterly fabulous safe delivery very prompt excellent product will order again should I need another Kind regards to driver who advised me on a few things for the refit of a house in working on Thank you Luke ☺️
Date of experience: July 4, 2025
MG
Cannot say enough how dreadful this…
Cannot say enough how dreadful this company is! We ordered a Boom lift from their website, read all the info about it before ordering. When it was delivered the driver didn't say anything about it not being suitable for a regular household. When we couldn't get it to work we attempted to phone the company, they took nearly 30 minutes to answer the phone then offered to speak to an engineer for us. We were then told that it is only suitable for a factory floor which is totally flat, not a driveway, we were also told that you need a harness with it and it needed a 30amp power outlet which the regular household does not have! We have tried numerous times to email them and complain to get our money back but nobody answers the phones (even tried to get through to sales with no luck) and nobody responds to emails! This company is a disgrace! They do not care about their customers!
Date of experience: July 4, 2025
MA
Very efficient service from ordering to…
Very efficient service from ordering to delivery your driver was very helpful and polite would recommend your company
Date of experience: July 2, 2025
MB
Mr Brown
US
Poor customer serive from HSS Pro
Machine delivered with incorrect transformer and cables. Waited 30mins on telephone but no reply. After off hiring, 4days later still do not have £1000 deposit returned to credit card, despite equipment being collected and final invoice issued.
Date of experience: July 2, 2025
PM
Very please with service
Very please with service, communication and product. Thank you
Date of experience: July 2, 2025
SM
Equipment not fit for purpose & appalling service
I hired an air con unit 20.06.25, it was delivered with no instructions and the duct pipe was too big for the machine, I tried calling the depot to get a new pipe but but no one answers the phone, I left voicemails but no returned my call, I sent a number of emails to pro@hss, but all ignored! Finally got to speak to someone as I pressed the option for new hire, explained the machine doesn't have the correct pipe and that I want it collected and a refund of my money. When the HSS guy collected the machine he said, this happens all the time, I paid £60.00 for the hire and received a refund of 60 pence. I have called 3 times today as I still have no response to my emails on 02.07.25, and still got any further. I will now be looking into doing a claim through the small claims court to get my money back. I have no problem paying for items that work, this never worked as you didn't supply the correct parts.
Date of experience: July 2, 2025
C
Chris
US
Total Shambles from start to (not finished yet)
A total shambles from start to (it's still ongoing) 1. Hedge trimmer had a missing blade returned it immediately. Clearly zero inspection was done prior to hiring it out. It was also some cheaper Italian make... a Active Evolution ST25, which is about half the price of a decent Stihl Trimmer. 2. As soon as I got the cover off the blade I noticed this and called the Gateshead Branch I got it from. An Australian sounding guy said he would check with maintenance if anything could be done. but there was no other trimmer to hire out. He did not call me back and was not on the front desk when I returned the trimmer. 3. I paid £234.87 (£100 of which was supposed to be a refundable deposit) the full £234.87 has debited my card, and so far all I have is a pending refund for £72.98 which hasn't actually credited my card. There was another two refunds for random amounts that had shown pending a day ago, they just dropped off and didn't credit the card, no sign of them. So maybe this £72.98 will also disappear and not credit my card. 4. And where is the other £161.89? 5. The staff at the branch didn't seem to think it was their responsibility to check the trimmer was fit to be hired out, blaming it on the fitters whatever that means. When I said that's ridiculous that you don't even check a basic thing like the blades on equipment you hire out, they argued with me about their processes, like their internal processes mean the slightest thing to me... As a customer, I couldn't care less what your flawed internal processes are, I turn up to collect equipment I've paid above market rate to hire, I expect an above average service, not a totally unfit for purpose service where the equipment was dangerous with a missing blade. 6. Calling customer.. service be prepared to wait in excess of 20 minutes to get through, and for the line to be bad with a promised call back that didn't happen (Guys name was Scott 30/06/25). Even the way they answer the phone is amateur. Today I got... "You're through to HSS" and that's it nothing else... not Good afternoon you're speaking to (first name) at HSS, how can I help you? Just... "You're through to HSS" I called today, the guy I spoke to agreed I was due a refund of £234.87 He said he was about to process the refund, but had to check with his supervisor before he pushed the button. He went off for about 5 minutes or so... He came back to me and said I will get the full refund, but as it's different departments dealing with it, it will go through as separate amounts in the next 5 working days. This on it's own is totally illogical from a customers perspective.. I placed one order and paid one amount, I should not be getting separate refunds from separate departments. 2 of which didn't even go through, they sat as pending, then simply disappeared. Needless to say, I don't believe I will get this refund, hence the Trustpilot review, I've already reviewed the Gateshead branch on google, I'll be looking for the contact details of whoever the CEO is, and I'll be initiating a dispute with my credit card provider, as I have zero confidence I will get the refund I'm entitled to. From start to finish this has been an absolute shambles. My instinct tells me this company probably won't last much longer. This is a company who's staff couldn't care less. Looking at it's financials, it's net income was £4.24 million on it's last report... This reflects a significant 79.31% decline from the previous year's net income of £20.48 million. I think I'll start shorting this companies stock, I'll get my £234.87 back one way or another.
Date of experience: July 2, 2025
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