- Report: #1122277
Complaint Review: Deluxe Hire - London Select State/Province
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Deluxe Hire
Bizspace Business Centre. London, Select State/Province, United Kingdom
Web:
http://www.deluxehire.co.uk
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Deluxe Hire Then lied about goods being returned damaged. London United Kingdom
Wow - interesting to read the abundance of complaints from other trusting customers.
I got married early 2012 and hired goods from Deluxe Hire. We picked up the goods with no problem and arranged return of goods with Bebe on route to catch a flight. We specified what time and were told the office would be open.
Arriving in the taxi with the goods, there was no one on the premises and the door locked. We tried to call a number of times and waiting for 10 minute with no response.
We left the goods in a sheltered area on the premises out of sight from the main road.
Arriving back from out honeymoon, i called to enquire about our desposit. Bebe claimed that one beanbag had been damaged and that we would loose our £100 deposit. I asked for photo evidence as we had left the goods in perfect condition and she agreed to send it.
Two weeks later I called again. I was informed that the company only keeps photos for a month and that the photos had been destroyed. Convenient.
£100 is a small amount to loose compared to other victims but still very frustrating as we were honest customers.
3 Updates & Rebuttals
DeluxeHire
Berkshire,United Kingdom
Edwina Cooksey - Banned from ever using DeluxeHire Services
#2REBUTTAL Owner of company
Thu, January 21, 2016
Edwina Cooksey - Banned from ever using DeluxeHire services.
DeluxeHire provides services for private and corporate clients, photographers, hotels, production and television companies across the UK. We successfully deliver hundreds of orders to various events every year. Clients who seek high-end deluxe products to create unique, memorable and successful events come to us. Our customer base is strong. We stock over 2000 products from major suppliers in the hospitality and events industry. And those are some of the reasons why we remain in business today despite all the many challenges the business has faced.
Additionally, in 2013, we took the extraordinary step of instating a minimum order value of £120.00 including vat, simply because our business was overwhelmed with demand - that shows confidence.
The nature of catering and event equipment hire is inherently complex (it just is!) In the industry, 95% of customers orders return with losses, damages or breakages. We're talking about goods such as glassware, cutlery, crockery etc. It is not inconceivable that glassware or crockery might break or some cutlery ending up in bins, etc. At DeluxeHire, it is rear that we cancel an order but occasionally it happens, when a customer fails to return their complete order. When that happens, we take responsibility and work closely with the customer - should they wish - to find a solution. Our close links with other hire companies ensure that there is absolutely no reason to disappoint anyone.
DeluxeHire Customer Service
Catering Equipment Hire London.
DeluxeHire
Berkshire,United Kingdom
Misleading and Defamatory Information
#3REBUTTAL Owner of company
Thu, January 21, 2016
Victoria Sherriff - Misleading and Defamatory information
DeluxeHire provides services for private and corporate clients, photographers, hotels, production and television companies across the UK. We successfully deliver hundreds of orders to various events every year. Clients who seek high-end deluxe products to create unique, memorable and successful events come to us. Our customer base is strong. We stock over 2000 products from major suppliers in the hospitality and events industry. And those are some of the reasons why we remain in business today despite all the many challenges the business has faced.
Additionally, in 2013, we took the extraordinary step of instating a minimum order value of £120.00 including vat, simply because our business was overwhelmed with demand - that shows confidence.
The nature of catering and event equipment hire is inherently complex (it just is!) In the industry, 95% of customers orders return with losses, damages or breakages. We're talking about goods such as glassware, cutlery, crockery etc. It is not inconceivable that glassware or crockery might break or some cutlery ending up in bins, etc. At DeluxeHire, it is rear that we cancel an order but occasionally it happens, when a customer fails to return their complete order. When that happens, we take responsibility and work closely with the customer - should they wish - to find a solution. Our close links with other hire companies ensure that there is absolutely no reason to disappoint anyone.
In 2012, DeluxeHire was located at Bizspace Business Centre, Perivale next to a company that clean and maintain motor wheels for London double decker buses. The wheels come in really dirty and black so the cleaning and maintenance process involve grinding the stubborn dirt away. As you imagine, the area is literally covered with black soot.
I remember dealing with Victoria Sherriff when she collected her order and also speaking with her on the phone the morning she return the goods. Once again, this customer has confirmed that THE ORDER FOR HER WEDDING WAS COLLECTED IN FULL, NO PROBLEM. The problem arose when she returned the goods.
I was across the road in our showroom when Victoria Sherriff called to say she was at our warehouse returning the hire goods. I said I'd be there within 5 minutes but she said she couldn't wait, so i asked her to take the goods to the reception where the environment was cleaner and safer, but she refused stating that she was in a hurry to catch a flight to her honeymoon, and that she would leave them outside. I mentioned that the floor was dirty but she refused to listen - she really was in a hurry!
I got to the warehouse to find the beanbags had been placed on pallets that belong to the wheel cleaning company. Some pallets were covered in soot, some had bits of tar on them, nails poking out, etc, and that's where she and her husband left them. Some of the beanbags had simply slid to the floor and become really dirty. As you can imagine, we ended up with stubborn tar stains and holes in the beanbags. The beanbags cost £52.00 each and 3 of them were rendered un-rentable. Therefore, we charged the replacement cost to her damage deposit of £100.00 and forfeited the rest of the money.
Finally, there is absolutely no "sheltered location" in the vicinity except in the main reception area where Victoria Sherriff was asked to leave the goods in the first place but refused.
Blessing Taylor
Managing Director
DeluxeHire
Catering and Event Equipment Hire, London.
Report Attachments
nothing_deluxe_about_this
Raynes Park,Alabama,
United Kingdom
Small Claims Court Query
#4General Comment
Tue, May 05, 2015
Hi there,
I have just had a similar problem with Deluxe Hire and received similar abuse, intimidation and threats from Taylor/BeBe.
Do you know if anyone has filed a claims in Small Claims Court or if there is perhaps a joint claim that has been filed? If so, please could I have the details as I would like to join it.
I cannot fathom why this woman has not been put out of business and why she has been allowed to continue to prey on unsuspecting victims!
Kind Regards,
Edwina Cooksey
(((email and phone number redacted)))
