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 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.
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.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 3.9 | 1,000 | 100% | -0.7 | ● Low |
Monthly average rating from reviews written by people · latest review Jul 2025.
| 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 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 500 most recent reviews.
“Nice, quick and easy process from ordering to delivery, delivery driver very helpful and placed exactly where I wante...”
“Customer service poor until I finally (after about 2 hours managed to find someone who understood the issue and he wa...”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Industrial Equipment.
| Company | Overall | Legit | Service | Delivery | Quality | Trend | Reviews |
|---|---|---|---|---|---|---|---|
 | 3.9 out of 5 (good) | 100 out of 100 | 3.6 out of 5 (good) | 3.5 out of 5 (good) | 3.4 out of 5 (fair) | — | 1,000 |
| 4.6 out of 5 (good) | 100 out of 100 | — | — | — | — | 35 | |
| 5.0 out of 5 (good) | 100 out of 100 | 5.0 out of 5 (good) | — | 5.0 out of 5 (good) | — | 25 | |
| 4.6 out of 5 (good) | 100 out of 100 | 4.8 out of 5 (good) | 4.6 out of 5 (good) | 4.6 out of 5 (good) | — | 1,000 | |
| 4.8 out of 5 (good) | 100 out of 100 | 5.0 out of 5 (good) | 4.8 out of 5 (good) | 4.8 out of 5 (good) | — | 217 |
Bottom line: HSS ProService is #5 of 5 on overall rating in this group. On quality, Line Marker Paint scores higher (5.0 vs 3.4).
500 reviews of HSS ProService. Filter by what matters to you.
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)
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.
Wrong item sent Ordered a 10kva 32amp Diesel generator and was sent a 10kva 16 amp Petrol. Phoned to deal with it and was told nothing they could do about it. Was promised a full refund and have waited over 10 days for it after being told would be 5 days. Lost out on a weekends trade to which their response was "oh dear". Avoid using HSS ProService.
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Polarized pattern: few middle ratings. 60% of recent reviews are 4–5★ and 34% are 1–2★.
Equipment and delivery was great. However, still waiting for my deposit back. Contacted several times, both via phone and email, and told an additional fuel cost of £36 pounds was required. That's fine, but my deposit was £100, so could easily be deducted, as confirmed on a call. Told to email the operations team, and had radio silence for a week
The order wasn't delivered. 10 days went past before I remembered I was expecting it, so, a week late. It then took 3 days of phone calling and emails before the delivery was finally made ~16 days late. It wouldn't have happened without me chasing, their excuse was that they couldn't 'get hold of me' to deliver but I work from home and was at home every single day between ordering and delivery.
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.
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.
Failed delivery. The hire was sourced to another company, who failed to deliver the access equipment. When asked why, they said it was a "failed delivery" due to no one being at the property. However, the address has a staffed trade counter as well as a workshop.
Shocking experience with multiple deliveries. Delivering items I didn't order... Someone else's items. Not delivering items I had ordered even after contacting them via email to complain. I gave them 1 last chance recently by ordering some items including 2 drill bits... What a surprise "out of stock".. after waiting 2 months for the original order of 1 drill bit I gave up and cancelled the order. Absolute shower of a business. You have been warned.
DISGRACEFUL SERVICE!!!!!! Hired a top of the range Air Conditioner, all bells and whistles to be delivered today as we run Locksmith Training courses and needed it asap, paid online. Was delivered this morning, left outside as i wasn't here but that's fine, when i got to work they delivered something that Jesus may have used back in the day, old, battered and looked nothing like what i ordered. Called the local depot (Mitcham) and was told they have no idea why the wrong one was delivered but there was nothing they could do and i had to ring customer service. Had to call 3 times as i just couldn't get through, eventually someone answered and said they couldn't deal with it so would get a manager to call me back. When he eventually called i was told sorry the one you ordered was out of stock so we delivered that one! WHAT?!?!?!?! so i pay for a top of the range unit and you send the lowest quality one that you have without advising me first or offering me a refund? It's like me buying a top of the range Rolls Royce and them delivering me a Vauxhall Astra and saying sorry mate.. Rolls was out of stock but thanks for the money! Absolute Thieves, avoid like the plague! It's now 12pm and i've spoken to Mohammed, Adam, Karen and Omar, Omar has now said he has miraculously found the actual one that i ordered and will get it delivered to me today but i have to RE-ORDER, he sends me a form to reorder with an invoice stating 0.00 balance, he's with me on the phone and it just won't go through, as it's 0.00 balance it doesn't even ask for card details but STILL payment is declined, no one has got a clue what they're doing! Please train people correctly and give them authorisation to actually get stuff done!!!! This is Human error, no computer would let me order an item and then tell you to deliver me something else! Maybe you sent the computer the wrong Air con as well and it's not cool enough in there and it's brain is fried.
Awful company nobody picks up the phone they don't respond to emails now being charged for a hire I have tried to cancel numerous times and never collected avoid at all costs
I hired a central heating power flush 3 weeks prior to the boiler fitting date. I was about to collect the item when I received a phone call from the designated brand, saying that the item wasn't available! I was told told that the online booking company HSS didn't always know the stock available . Don't use this online company. useless, as I had to cancel the boiler fitting!!!
I booked a portable a/c online and then to pick it up as quoted. Got to the HSS depot and was told that they didn’t have any a/c units and that this often happened with online orders. Very boring!
tried to sort an extension but was bounced between the branch, website, and customer service with no resolution or proper contact. Emails failed, no follow up, and overall a frustrating experience. Their support process seriously needs improvement
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.
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