Didn't reply to 2 messages regarding…
Didn't reply to 2 messages regarding the delivery date which was delayed by 10 days

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.
Didn't reply to 2 messages regarding the delivery date which was delayed by 10 days
Hired a portable air conditioning unit for a 100 year old man; the unit was delivered without the 2M hose to extract out the window, telephoned the driver 4 x times, tried to tell me it wasn't needed, when in fact it was. Have spoken to HSS 4 times without success to collect the unit and issue a full refund. a complete disaster from start to finish. Wouldn't recommend to others
Book via your local store, not online! If booking online, they don't respond to emails, there is no phone number to contact, they don't let you know which store is delivering from in the email confirmations. Delivery driver was terrible, damaged our gate and I got extra invoices for delayed collection but it was their fault it wasn't collected. I replied to emails, but no response. Then they continued to chase for extra payment. Local store says I have to speak to credit control at HSS Pro but there's no phone number!
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Polarized pattern: few middle ratings. 60% of recent reviews are 4–5★ and 34% are 1–2★.
The actual product was really good, and the delivery driver was lovely. But I cannot stress how appalling the customer service is! There doesn't seem any liaising between different departments and it is so difficult to speak to anyone who knows what is going on. The live chat agents seem completely removed and gave me incorrect delivery times, and it has been impossible to access any information about anything. Was kept on hold multiple times for over half an hour, to then speak to someone who didn't know what was going on and couldn't help.
I had booked an item for collection at my local branch, about half a mile from home. When I arrived I was told it wasn`t there but i could collect from another branch, about 4 miles away. So I did. I told the staff that I would return the item on the following Tuesday as they were closed on the Bank holiday Monday. I was told this is fine. On the Monday I received an email saying I was late returning the item and there would be an extra charge.This was then dropped after my complaint The item ( a garden roller) was OK but it leaked and needed regular topping up.
I placed an order for 3 days hire of a Wacker plate... payed but when invoice came through showed only two days which wasn't enough time .. contacted local store to correct it... wasn't allowed, had to phone the online staff... easier said than done..was on hold for nearly an hour and still no contact... eventually after many phone calls the order was updated to rental for a week and the staff at collection point were fine (derby)... but contacting people certainly needs updating as this was awful...I don't have time spending hours on a phone trying to correct there mistake
The equipment that arrived was good and staff all very friendly. However, the kit arrived at 2pm leaving me very little hire time. On hiring a floor sander I ordered a full safety kit that did not arrive. I called and was on hold for 60 minutes followed by being passed around different departments and asked to call back twice. I was promised the safety kit would be delivered the following day, it never arrived with no follow up call. I had to do the job with no safety equipment as a result. The collection driver said I would get a refund on the safety kit, no refund received which I am still chasing. Gave up on customer service phone after a 20 minute wait, I'm chasing over email.
I had booked the hire of a cement mixer for 10 days more than a week in advance, but when I arrived at the Pemberton, Wigan branch to collect, the chap had no idea I was coming and initially said he had none available. On checking the system, he then said he had two bookings for that day for mixers and wasn't sure how that was going to happen when he didn't have them. Unbelievable that he was unaware of what bookings he had! The story then changed, and it transpired he DID have a mixer, but it wasn't yet cleaned and tested and this was going to take 20 - 30 mins so I had to wait. He then asked if I needed the transformer with it, with a rather condescending attitude and said I was supposed to select this on the web page as an option. I was unaware of such a 'drop down' selection and have since gone back and checked. There is no such option I can find to select the transformer separately. I was charged an additional £16.80 for the hire of the transformer on top of what I already paid online for the mixer. Not such a good deal as I had thought. Thank goodness the mixer itself was absolutely fine and worked a treat, and the return (different staff member) was fine too. The two star review is because of the way I was made to feel during the collection, like I was intruding and disturbing his day, and that I must be stupid for not pre-booking the Transformer that ought to have been provided with the mixer in the first place, despite this never having been obvious as an option. This chap seriously needs to attend a customer service training course before being allowed to represent HSS.
3 day hire is actually a just under two day hire. Floor sander was faulty but 2 days of calls and no answer. No response to any emails sent over the days covered. Live link on website was impossible to find. Incorrect paper work with equipment If everything goes smoothly it might be fine(apart from timing) but terrible customer service.
Equipment I received was in good working order. However, 2 out of the 11 props ordered weren’t there, and one of them had a part missing. It’s over a week since I returned the equipment and I’ve not received my desposit or a refund for the missing items. I’ve instead received an additional charge for a late return as they haven’t processed the return yet. I can’t comment on the quality of customer service, because the 3 emails I’ve sent and 15 or so calls I’ve made haven’t been answered.
The inside of the mixer was very dirty with remnants of old cement.
Started well ordered 2 pieces of equipment which arrived as promised Then things started to go wrong .1 piece of equipment broke down so was unusable . Made repeated attempts to get through to customer service on the phone to report this and arrange a replacement to no avail . On hold constantly calls ever answered no-one available on online chat. Emails not replied to I dont believe there is a customer service team. I do not recommend this company and would never use them again. This is an update on 10/6/25. No contact whatsoever from HSS despite their response stating I would be contacted. Thank you for your message . However the rotavator was faulty not the lawnmower and I have been refunded for the lawnmower . Please can you refund for the rotavator ?
still no delivery after 10 days. got sent the feedback form but still no actual item,... its now 0 days late. and trying to get hold of anyone..
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!
I hired a sander and Edger, The Equipment did not function correctly and was replaced on day 2, The replacement equipment was better but still not good, one of the screws that was required to tighten the sand belts was chewed up and sanding sheets were destroyed before end of life.
Item not delivered on promised date. Delivery attempted two days later (when we were closed). Finally delivered a week late. Phones are unmanned, emails bounce because their mailboxes are full. Just another dysfunctional "marketplace" black hole business which passes orders onto other builders merchants.
The machine didn't work and the I instructions were for a different model. I would have expected the machine to be checked before hand. So a bit of a waste of money. On the plus side they deliver and pick up on time.
No response from email to check the delivery address was correct, when I phoned was told I would get a call on the day to check, didn’t happen. Was told it was Tuesday (without even looking, and it was delivered on Wednesday! Not good customer service!
No communication on delivery and had to keep asking for confirmation of delivery date. Even after confirming they changed the delivery date.
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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