Very disappointing experience with National Tool Hire. I hired an excavator and am still waiting for my deposit to be returned, even though the 45-day refund period I was told about has already pa... Voir plus
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There should be option of giving Zero rating. They are beyond any rating , almost scammers and zero to none customer service. Hired 3T digger and layer breaker , whole process and their machines were... Voir plus
Hire ended on 14 August. National Tool Hire states deposits are returned within 21 days, but 47 days later I still haven’t received my £500. I contacted them on 4 September and again on 20 Septem... Voir plus
It is very convenient to book machinery in one place rather than ring around lots of suppliers. However, I am unlikely to use them again for two reasons: contacting National Tool Hire is a nightmare... Voir plus
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À propos de l'entreprise
- Service de location d'outils
- aussi dans
- Agence de location de matériel
- Location d'outils et de machines de jardin
- Service de location d'équipement de construction
- Service de location de machines de construction
- Service de location de matériel de motoculture
À propos de National Tool Hire
Écrit par l'entreprise
With over 2,000 'Click & Collect' locations and FREE nationwide delivery, National Tool Hire Shops offers DIY and Trade customers a convenient same-day tool hire service.
Our tool hire range has over 2,000,000 products ranging from power tools and carpet cleaners to mini diggers and scaffold towers.
Book & Pay Online: Visa, Mastercard, Apple Pay, Google Pay or PayPal.
Coordonnées de contact
National Tool Hire, Over 2,000 'Click & Collect' Locations, FREE Nationwide Delivery, Royaume-Uni
- 03330 384 943
- nationaltoolhireshops.co.uk
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No deposit returned and outright lies from Customer Service
Whilst I didn’t love holding on to the equipment for five days before it was collected it didn’t really bother me.
What is bothering me is their utter lies and essential refusal to pay my deposit. I hired a mini digger on June 14 for four days. I’ve not had my deposit back. I rang multiple times last week, was told by customer service they had ‘escalated it to accounts and it was due to be paid today or tomorrow’ so I waited. It wasn’t.
I got no email.
Rang again, told it had definitely been paid she would get accounts to contact me to provide evidence.
Got no email.
Rang again and was told it had been paid she herself would email me proof of payment so I could discuss with my bank why it hadn’t gone through.
Got no email.
Rang again. Was told their systems were down and they couldn’t check accounts right now, they didn’t know when they would be back on but she would check mine as soon as they were and email me.
These are outright lies from customer service.
Given the quantity of reviews like mine I think I may LBA them and take them to the small claims so their behavior gets noted somewhere.
14 août 2026
Avis spontané
Réponse de National Tool Hire
Hi Emilie,
Thank you for getting back to me with your order information. I have been able to locate your order and review the notes.
As outlined in our Terms and Conditions, suppliers can collect equipment up to five working days after the off-hire date. This is due to factors such as driver availability and supplier collection schedules.
Based on the order details you provided, I can see that the digger was hired from 26th June until 30th June and was subsequently collected in early July.
Before we can process a deposit refund, we need to receive the supplier’s final invoice. This is because the supplier may apply additional charges, such as fuel or damage costs, which would need to be deducted from the deposit before the refund is processed.
I can see that we received the final invoice from the supplier on 29th July with no extra charges. The refund was then processed earlier this week, taking 14 working days from when we received the required information.
However, I completely acknowledge that our communication throughout this process was extremely poor. You should have been kept better informed that we were waiting for the supplier’s final invoice and confirmation of any additional charges before your deposit could be refunded. I have now emailed you with the proof to your personal email.
I sincerely apologise for the delay and, particularly, for the lack of communication. We understand how frustrating it is to be left waiting for your deposit without a clear explanation of what is happening.
Thanks
Abbie, Customer Experience
National Tool Hire
Don’t expect your deposit back on time! Absolute sharks!
Came a day late to collect the machine then tried to bill me £40 for late collection.
States they refund your deposit within 21 days, it’s now been 35 days and still no deposit refunded despite around 20 phone calls!!! Would not recommend this company!! Absolute disgrace
6 juillet 2026
Avis spontané
Réponse de National Tool Hire
Hi,
Thank you for getting in touch, and I am sorry that you did not have a positive experience with your hire.
I have reviewed the details of your order and can see that your hire ended on 6th July, with the equipment collected on 7th July. We aim to have equipment collected within a maximum of five working days following the end of the hire, so I can confirm that the collection was completed within this timeframe.
In relation to your deposit, we aim to process refunds within 21 working days of the hire end date. However, we are unable to begin this process until we have received all the necessary information from the supplier, including confirmation of the equipment's condition and any applicable charges, such as fuel.
In this instance, we received the required information from the supplier on 8th July. I can see that your deposit was refunded yesterday. Unfortunately, this was still 4 working days outside of our 21 working day timeframe, and I sincerely apologise for the delay.
I would also like to apologise for the failed collection charge. I can see from the notes that, once our team contacted the supplier and confirmed that the charge had been applied incorrectly, this was removed promptly.
I appreciate that this was not the experience you expected, and I am sorry for the inconvenience and frustration caused.
Abbie, Customer Experience
National Tool Hire
PAY YOUR INVOICES ON TIME
PAY YOUR INVOICES ON TIME! WE'RE SICK OF CHASING EVERY MONTH AND BEING DRIP FED SMALL AMOUNTS!
5 août 2026
Avis spontané
Awful, Awful, Awful.
Awful. Booked a tower scaffold to be delivered around a week after booking. Didnt recieve a confirmation email or any sort of confirmation. Tried looking for a phone number but not easy to find on theor website. Managed to speak to someone on the day it was to be delivered and was given a number of different excuses as to why it wasnt being deluvered, blaming the supplier with every excuse, little did they know that i checked with the sub hire companies they had supposedly ordered from and not one had even heared from National Tool Hire regarding my order. I asked about tower scaffold availability for the kit i wanted and they had them in stock but cant deliver until they had order reference from Nationa Tool Hire. When i spoke to the lady from Nation Tool Hire she said she had been trying different sub hire companies as the ones she mentioned didnt have stock. All lies.
Cancelled my order, was told she was cancelling it as we spoke and can expect an email in a few minutes, i have been waiting for cancellation confirmation email all afternoon, nothing. Supposedly office hours are until 17.30, tried calling again at 17.00 and offices were closed. Shocking service, will never use again and would recommend others to never use.
When and if i ever recieve my money backni will try to update on how lingnit took and what i had to do to recieve the refund.
7 août 2026
Avis spontané
Réponse de National Tool Hire
Hi Michael
I'm so sorry you have had a negative experience with us.
In terms of your confirmation email, we have a issue with icloud email addresses, they seem to block our confirmation emails so this is why you never received one.
I can see the teams tried to source the order through 4 different suppliers, all of which stated they did not have any availability. If you are able to email MyExperience@nationaltoolhire.co.uk with what supplier you spoke to that would be greatly appreciated and I can look into this. I can promise you all the suppliers we spoke to we have used for years and have strong relationships with.
I can see my colleague confirmed cancelation over the phone which is why a cancelation confirmation was not sent.
Your refund will be with you within the next few days, I can see this is with our accounts team to process.
Thank you
Abbie, Customer Experience
National Tool Hire
Easy to use website
Easy to use website, delivered as expected and collected on time. Will use again :)
21 juillet 2026
Avis spontané
Réponse de National Tool Hire
Hi Alice
Thanks so much for taking the time to write a review. We are glad you had such a positive experience with us and hope you hire from us again in the future
Abbie, Customer Experience
National Tool Hire
Larde deposit will be held for full 28days
35 days and still not got all my deposit back. After the 28 days that they hold your deposit without paying interest they claimed fuel cost despite the machines being absolutely pressed up when returned. Also delivered machines at 1650 on first day of paid hire and tried to pick up at 0930 on last day of hire. I have since used HSS who pick up after the last day of hire and had no deposit, totally different experience.
6 août 2026
Avis spontané
Réponse de National Tool Hire
Hi Simon
Thanks for taking the time to reach out and I am sorry you did not have a positive experience with us.
I can see that your hire ended on the 5h July (due to an extension), we unfortunately did not hear back from the supplier until the 15th July regarding the equipment checks and therefore we were unable to process any refunds until we had this. We then aim to defund deposits within 21 working days which I can see we managed to do.
I have spoken to the team regarding the fuel charge and this has been logged with accounts to send back to you. Sorry about this!
In regards to the collection on last day of hire, please can you send more details to MyExperience@nationaltoolhire.co.uk and I can look into this as your off hire day was a Sunday and orders would not be collected on this date
Thank you
Abbie, Customer Experience
National Tool Hire
This company is a joke
This company is a joke! If you want a reliable hire - GO ELSWHERE. You might or might not receive it. There is a small chance you will have it on time.
Customer service - forget about it.
They might be a bit cheaper than others, but are completely unreliable.
Will never use them again.
PS. Review rating speaks for itself.
4 avril 2026
Avis spontané
Réponse de National Tool Hire
Hi,
Please can you send your order number/email address you placed the order on to MyExperience@nationaltoolhire.co.uk so I can look into this for you?
Thanks
Abbie, Customer Experience,
National Tool Hire
It is very convenient to book machinery…
It is very convenient to book machinery in one place rather than ring around lots of suppliers. However, I am unlikely to use them again for two reasons: contacting National Tool Hire is a nightmare. You can't phone them and emails take days to be answered. Live chat is no better and the response, which ever format used, borders on rude.
Secondly, the deposit is kept for an inordinate amount of time (good for NTH but not for the customer). I know the hire partner cleared my return the day it was collected but I waited over a calendar month for return.
The local hire partner was brilliant and I would give them 5 stars. Great kit, delivered and collected on time by skilled friendly driver.
25 juin 2026
Avis spontané
Réponse de National Tool Hire
Hi Dawn
Please can you send your order number/email address you placed the order on to MyExperience@nationaltoolhire.co.uk so I can look into this for you?
Thanks
Abbie, Customer Experience,
National Tool Hire
Great service except for
Great service
Would have been 5 star except for communication of delivery and collection ETA
Would have been better if text sent with delivery and collection ETA so not stuck all day waiting for delivery and collection
31 juillet 2026
Réponse de National Tool Hire
Hi Nigel
Thanks so much for the positive review!
As we don't own any kit ourselves we are unable to give accurate delivery or collection ETA's as these are down to the supplier. We understand its not ideal!
We are however extremely pleased you had a positive experience and we hope you hire from us again :)
Thanks
Abbie, Customer Experience
National Tool Hire
Took my money but didn't have product
National Tool Hire took payment for a product, only for me to be informed that it could not be provided. At least refund was processed efficiently but a lot of time was spent on the phone resolving the problem. NTH should not be accepting orders for items which are unavailable.
30 juillet 2026
Avis spontané
Réponse de National Tool Hire
Hi Adrian,
I’m sorry to hear that you were disappointed with your experience with us.
As stated on the homepage of our website, we do not own our own equipment. Instead, we work with hundreds of suppliers nationwide to source equipment on behalf of our customers.
As a result, all orders are subject to availability, as we rely on our supplier network to fulfil each hire. I appreciate that this can be disappointing when we are unable to source the equipment required, and I’m sorry for any frustration this may have caused.
Abbie, Customer Experience
National Tool HIre
This company is a complete scam
This company is a complete scam. They take your money and run! If you try to call them they block your number and you hear a busy tone.
30 juillet 2026
Avis spontané
Réponse de National Tool Hire
Please provide more information as we do not have anyone with your name who has placed a hire in the last 2 years.
MASSIVE SCAM- I would rate this…
MASSIVE SCAM- I would rate this company zero stars if it was possible.
Ordered a heating power flush machine, the website sed next day delivery, didnt receive a confirmation email, then found out they dont stock any equipment themselves. So they take your money and then hold it because they cant fulfill your order. Avoid at all costs
27 juillet 2026
Avis spontané
Réponse de National Tool Hire
Hi Jon,
Thank you for getting in touch. I have managed to locate your order within our system.I’m sorry to hear that you did not have a positive experience with us.
You are correct that we do not own our own equipment, and this is stated on the homepage of our website. We work with hundreds of suppliers nationwide to source equipment on behalf of our customers.
I have reviewed the notes on your order and can see that our team contacted more than 10 different suppliers in your area in an attempt to source the equipment you required. Unfortunately, none of the suppliers had the equipment available at the time.
As we do not own the equipment ourselves, all orders are subject to availability, which we also make clear during the ordering process. I appreciate, however, that this does not make it any less disappointing when we are unable to fulfil an order.
I can also see that your order was cancelled on Friday 31st July, and our team attempted to process your refund two working days later but could not due to the dispute raised. Our refunds are processed manually by a dedicated team, so unfortunately they are not instantaneous.
Once again, I sincerely apologise that we were unable to fulfil your order and that you were left disappointed with your experience
Abbie, Customer Experience
National Tool Hire
Damage my gate
Damage my gate, hold my deposit. This company uses subcontractors and knows nothing of whats going on. I paid for 5 days hire, they came to pick up after 4 days and charge me extra day. Driver damaged my gate. The worst experience I ever had. AVOID this company, is really not worth the headaches
2 juillet 2026
Avis spontané
Réponse de National Tool Hire
I'm, sorry to hear about your gate getting damaged, as you rightly say, we use our supplier network of trusted partners to supply the equipment, we do not provide the drivers and if they have caused damage then can you please let us know more information so we can raise it with our partner please.
Absolute waste of time
Absolute waste of time. Similar to the other reviews. Order equipment which never arrived. National Tool Hire lied and said it was coming. It never did. Phoned the company they rent from and apparently the National Tool Hire account was on stop for non-payment. I had 6 people on site for two days waiting for the equipment to arrive. It was a waste of time and money. AVOID
29 juillet 2026
Avis spontané
Réponse de National Tool Hire
I'm sorry to hear that this was your experience, the supplier depot gave you incorrect information and the account was never on stop, unfortunately we were not in time to help you on this occasion and get the equipment to you in time.
This should never have happened, we handle thousands of hires successfully every month, occasionally things go awry, on this occasion it was entirely out of our control. We do apologise for the inconvenience it has caused.
One star is generous!
Ordered two items - a digger and roller - both delivered when expected. However, this is where the positive points end. The digger was collected on 28th June, just within the collection time frame but the roller was not collected within the 5 day time frame stated and instead was not collected until 13th July, considering it was delivered on 24th June on a 5 day hire! And on 28th July, we are still waiting for our deposit refund - we have had an email stating how much deposit we are due back for the digger (small deduction for fuel usage) and was told this would show in our account by 25th July - NOTHING! The roller - we were told we would have it by 30th July but have had nothing yet, and we havent even had an email saying how much to expect back! So at present we are £1000 out of pocket as each deposit was £500! I am currently going through cancer treatment and this is the last thing we need to be dealing with! Avoid this company at all costs - awful on every level!
13 juillet 2026
Avis spontané
Réponse de National Tool Hire
Hi Adele
I am sorry you have not had a positive experience with us. I have tried to find your name within our system to look into this for you but I am unable to find it. Can you send over your order number or email address to MyExperience@nationaltoolhire.co.uk and I can look into this for you?
Thanks
Abbie, Customer Experience
National Tool Hire
Very bad company, stay away!
I ordered a stair scaffold on a Thursday which was due to be delivered on Friday. Friday morning, I received a phone call to say they could not fulfil my order for that day but it would be delivered on Monday morning. I received confirmation in writing but on Monday morning I received another phone call to say they were unable to fulfil my order. Waste of time. Wish I had looked at the reviews before placing my order. Will see how long it takes to get my refund.
27 juillet 2026
Avis spontané
Réponse de National Tool Hire
Hi Mrs Seddon
Please can you your order number or email address to MyExperience@nationaltoolhire.co.uk and I will look into this for you
Thank you
Abbie, Customer Experience
National Tool Hire
No deposit returned still for 4 months!!!!!
Waiting on a refund for my deposit since APRIL. It’s not almost August. They lied and said it was processed but I haven’t received anything and now just ignoring my emails. As a business owner I’m disgusted at this for service , if I had not noticed they would’ve been £500 up and probably got away with it. Probably trying their luck, just awful
11 avril 2026
Avis spontané
Réponse de National Tool Hire
Hi Shannon,
Could you add an oder number to your review or contact us direct, looking at the most recent order I can find with your name, it looks like your deposit was refunded 2 months ago, but you requested it paid to a new bank account.
This is a worrying set of circumstances if you have not received the funds.
Problems were resolved
Amended review as the company did resolve the issue. I ordered and paid for a petrol post driver. They sent the wrong item (manual). They eventually refunded me, which is good, but it was very difficult to get an answer on the phone and there is no email contact.
20 juillet 2026
Avis spontané
Réponse de National Tool Hire
Hi,
Thanks so much for taking the time to get back in touch and edit your review. I am so pleased the issue was resolved and you had a positive experience.
We appreciate the feedback!
Abbie, Customer Experience
National Tool Hire
Tool hire sub-contractor only
I hired a turf cutter for a few days. I unsuccessfully rang to arrange collection... It turns out that they sub-contract out all of their tool hire to other companies, so they are just a tool hire broker with no power to control anything. I had to deal with Speedy Tool Hire as they were the actual company who hired the tool out.
It took 6 weeks to have the turf cutter collected. I will never use National Tool Hire or Speedy Tool Hire again.
Awful and frustrating experience. Next time I will use a local independent company.
28 août 2025
Avis spontané
Réponse de National Tool Hire
Hi Peter,
Thank you for providing the additional information I needed to look into your order.
I have reviewed the notes on the order and can completely understand why you were frustrated with the experience.
I can see that the supplier first attempted to collect the equipment nearly three weeks after your off-hire date, which is completely unacceptable. Unfortunately, we do not have control over when suppliers collect equipment. We ask our suppliers to arrange collection within five days of an off-hire request, but unfortunately this clearly did not happen in this instance.
I can also see that our team attempted to arrange a further collection for the following day. However, you had already contacted the supplier directly to arrange collection, and unfortunately, the equipment was not collected until 20th.
Waiting six weeks for the equipment to be collected is absolutely not acceptable, and I would once again like to sincerely apologise for the inconvenience and frustration this caused you.
We did raise a complaint with Speedy at the time regarding the extremely poor service you received, as this was certainly not the level of service we expect from our suppliers.
Thank you again for your patience, and please accept my sincere apologies for the experience you had.
Abbie, Customer Experience
National Tool Hire
Criminal Company Stole My £121
I have just had £121 stolen from me by this company. I ordered a sander on the 20.07.26 for delivery on the 21.07.26.
On the 21.07.26 no sander turned up, so I contacted the customer service were I was told that they didn't have a sander & that they did not know when they would have one.
Today Thursday 23rd July after many calls from myself I decided enough was enough and told them to cancel the order. It was at this point I was told that I would not receive my £121 back because it was no refundable.
Please use any other hire company but this one. They are total criminals
23 juillet 2026
Avis spontané
Réponse de National Tool Hire
Hi Glyn,
Thank you for getting in touch. I have managed to locate your order within our system and have reviewed the notes.
I can see that we initially struggled to source the sander for you, and that you kindly agreed to a later delivery date once we were able to secure the equipment with a supplier. We really appreciate your patience and flexibility with this.
As stated on our website, we do not own the equipment ourselves and instead work with suppliers to source the kit on behalf of our customers. As a result, all orders are subject to availability.
Unfortunately, sanding sheets were not included as part of the order. I apologise if this was not made sufficiently clear when you placed your booking, and I understand why this may have caused frustration.
I can also see that there was a significant amount of back and forth with our customer service team while trying to resolve the issue. I can confirm that you received a full refund of £121.
I’m sorry that your experience was not as straightforward as it should have been, but I hope you are now satisfied with the outcome and the resolution provided.
Abbie, Customer Experience
National Tool Hire
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