HSS ProService is a leading provider of tool and equipment hire and sales in the UK, catering to both professional tradespeople and DIY enthusiasts. The company offers a wide selection of tools and equipment, including access equipment, heating solutions, and cleaning devices, available for hire or purchase. With options for nationwide delivery and convenient click-and-collect services, HSS ProService aims to meet the varied needs of its customers across different sectors.
Customers can explore an extensive range of products, from power tools and gardening equipment to building materials and safety gear. HSS ProService also provides expert advice to assist customers in selecting the right tools for their projects. By focusing on quality and accessibility, the company positions itself as a trusted resource for individuals and businesses looking to undertake various DIY and professional tasks.
HSS ProService has a positive customer experience.
HSS ProService receives a mix of feedback from its customers, reflecting both commendable service and significant issues. Many reviewers praise the excellent service and helpful staff, noting quick and efficient delivery processes.
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Positive experiences highlight the ease of ordering and the professionalism of delivery drivers. However, a substantial number of complaints focus on poor service, particularly regarding refunds and delivery errors. Customers express frustration over late deliveries, incorrect items being sent, and difficulties in obtaining refunds. While some appreciate the quality of the products, the inconsistency in service and communication dampens the overall experience for many. Overall, HSS ProService has strengths in delivery and customer interaction, but persistent issues with service reliability and refunds lead to a mixed sentiment.
1,000 customer reviewsLatest review over a year ago
Where the score comes from
Each source counts by its number of reviews. Only reviews written by people are scored.
Rating, volume, share of the score, six-month trend and fake-review risk for each source
Source
Rating
Reviews
Weight
6-mo
Fake risk
★
Trustpilot
Imported Trustpilot reviews
3.9
1,000
100%
-0.7
● Low
3.9 / 5 overall
=
1,000 reviews across 1 scored source
How fake risk works ⓘ
Reputation trend
Monthly average rating from reviews written by people · latest review Jul 2025.
Last 3 months
3.4▼ 0.7
12-month avg
3.9
All-time
3.9
Category avg
4.4
Monthly averageCategory average
Monthly average rating and review count
Month
Average
Reviews
Feb 25
4.3
18
Mar 25
4.2
334
Apr 25
4.0
322
May 25
3.2
161
Jun 25
3.5
113
Jul 25
3.6
52
What people praise & complain about
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 500 most recent reviews.
Top praiseof 301 positive reviews
Delivery51%
154 mentions
Customer service44%
132 mentions
Fast & efficient25%
76 mentions
Prices & value24%
73 mentions
“Nice, quick and easy process from ordering to delivery, delivery driver very helpful and placed exactly where I wante...”
On “Delivery” · Jul 11, 2025
Top complaintsof 170 negative reviews
Customer service52%
88 mentions
Delivery47%
80 mentions
Refund35%
59 mentions
Response time18%
31 mentions
“Customer service poor until I finally (after about 2 hours managed to find someone who understood the issue and he wa...”
On “Customer service” · Jul 10, 2025
How it compares
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Industrial Equipment.
Overall rating and review count for this company and similar companies
Ordered on a Wednesday afternoon, delivered by Friday morning! The delivery driver was so nice, friendly and efficient. Two large bags of topsoil were positioned in to place, to perfection. Good quality topsoil.
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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.
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 ☺️
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!
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.
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.
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.
Placed an order for a generator on the Wednesday as was needed for an event on the Saturday (and ours had a fault). All confirmed by email to collect on Friday and payment made. On Thursday, received an email advising the order had been cancelled 'as requested'. I called HSS as had not cancelled order, spoke to someone who put me on hold and was eventually cut off. I called back, spoke to someone else and was told the order had been cancelled and there was no reason given. He advised me to try ordering again! I advised I couldn't take the risk given I needed a generator for an event and he agreed. If you are going to cancel, at least provide a legitimate reason. Won't be using HSS again.
Terrible service, terrible communication, terrible customer service, I really regret using this company and if there's any justice in this world they will go bankrupt and disappear from the business community.
I found the item I was looking for the bonus was it was lot cheaper than other online companies the quality of the tool is great and best bit free delivery 👍
HSS ProService is a leading provider of tool and equipment hire and sales in the UK, catering to both professional tradespeople and DIY enthusiasts. The company offers a wide selection of tools and equipment, including access equipment, heating solutions, and cleaning devices, available for hire or purchase. With options for nationwide delivery and convenient click-and-collect services, HSS ProService aims to meet the varied needs of its customers across different sectors.
Customers can explore an extensive range of products, from power tools and gardening equipment to building materials and safety gear. HSS ProService also provides expert advice to assist customers in selecting the right tools for their projects. By focusing on quality and accessibility, the company positions itself as a trusted resource for individuals and businesses looking to undertake various DIY and professional tasks.
