National Tool Hire Avis 

The website took the payment from my bank card twice! I didn't get any email notification and none of the contact points work!

Have I been scammed?!?!?!

Awful company, from delivery being a day late on one lifter.

Being charged a missed collection on another lifter when they never showed up to collect.

The lifters we hired where in a poor state of repair, boardering on dangerous.

It states in their terms and conditions your deposit will be refunded in 21 days, I am now double this, still awaiting my deposit to be refunded, customer service have stopped responding.

Avoid this company at all costs.

Response to the "customer service" generic response.

What's the point in sending another email to yourselves when you haven't responded to my last 5!

I'm sure looking at the reviews that are coming in thick and fast you should probably look into your systems and get it sorted out.

The next email you'll receive from myself will be proceedings to recover my money plus 8% interest above the Bank of England base rate as per "Late payments of commercial debts (interes) act 1998" allows.

I rented a wood chipper at the end of November 2025 for 1 day. When it arrived it was in poor condition and the start of my day was spent getting it working. I received no support from the vendor. I was told that my £250 deposit would be returned within 21 working days as per their policy. Now on the 13th of January 2026 I still have not got my deposit back and have been unable to make contact with the company either over the phone or through any of their virtual chat features on the website. Despite trying for multiple weeks to do so. The quality of the machinery and the customer service have been shockingly poor. I would not recommend.

They said it would be delivered and it wasn't and I was left out of pocket. They don't own any hire equipment they sub out the hire and no control of delivery dates.
Waited in queues for over an hour to speak to someone multiple times. They don't reply to emails.
Avoid at all costs!!

27/01/2026
Yes, I contacted you and followed your full complaints procedure and wasted more valuable time. You charged me for the full hire period of 2 weeks, despite I asked you to collect the ladder as I had no use for it from day one. Your offer of £8.28 "good will gesture" was a joke. And as of today, you have not even paid that! Nothing less than full refund is fair. Stress and time waste you caused me and my client goes without mention.

07/01/2026
We ordered and paid for a 12-rung ladder, which is more expensive to hire, but a 10-rung ladder was delivered instead. This is not what we ordered and not what we were invoiced for.
After reporting the issue, a customer service agent (with an Indian accent) initially sounded helpful and repeatedly said she would call me back and resolve the issue, but no call ever came. Instead, I kept receiving emails where she insisted that the 10-rung ladder reaches the same height as the 12-rung ladder and is therefore “the same product”, which is incorrect and contradicted by their own website specifications.
Replies also came under different names, yet the same agent claimed she had sent all the emails herself, which added to the confusion and showed a lack of clear accountability in the communication.
Rather than apologising for supplying the wrong item and correcting their mistake, the company refused to accept responsibility and refused to refund, despite the fact that we were clearly supplied with lower-spec equipment than what we paid for.
Because of this:
• Our job was delayed and disrupted
• We were charged for a product we did not receive
Instead of resolving their own error, they tried to justify it and close the case. From a trade customer’s point of view, this is completely unacceptable. Supplying the wrong equipment, denying it, and refusing refund when proven wrong is not how a professional hire company should operate.
I would strongly advise anyone working to schedules or safety requirements not to rely on this company. Very poor customer service, no accountability, and not trustworthy when things go wrong.

Order didn’t arrive on day of booking. No comms from supplier, very little further information on delayed arrival time, required continued requests for updates. Better communication required. Deeply unsatisfactory service, will not be using again.

The service was absolutely appalling. We ordered scaffold which didnt turn up and has cost us a lot of money. I spent the best part of the day calling your offices trying to get it resolved. The phone lines didnt work and I was cut off constantly, the whatsapp number on the website doesnt work, and neither does the online chat.
Emails also seemed to be either ignored and or overlooked
I have never received such poor customer service I'm very surprised that your company is still in business if this is how you treat customers.

Absolute joke, paid for express delivery and nothing arrived,no comms from company so contacted them and found they never sent email instructions. Re scheduled delivery and again no equipment. All this time [four days] work halted. Eventually got equipment but they refused to refund express delivery charge. Don't bother with them unless you can afford to pay three builder's wages for a week, for nothing. These people really don't understand the nature of the building trade and the need for reliable service. Your better off paying extra and using a well known reliable company, cheaper in the long run.

I ordered on 2 occasions a scaffold tower for a small project . Unfortunately on the 1-st occasion I was told it would be no delivered as there’s no availability
2-nd occasion waiting for this to be delivered and again 1h before the estimated delivery time i received a call saying that it will not arrive as again there’s no availability
What a joke this company is, I can’t believe this is still operating after so many complaints
Absolutely shocking services
PLEASE STAY WELL AWAY FROM USING THEM !!!
It will be a very big mistake and on top of
Never ever again for me

I booked a skip online and was emailed late on the afternoon of the day I had requested it to be informed that it that it was not possible to deliver the skip. This left me in a very difficult situation trying to help my elderly mother move house. I tried phoning but was unable to speak to anyone. It took another day for anyone to reply to my emails.

I ordered a set of ladders on priority delivery (meant to be delivered before 1:30pm). I ordered them on the 31st December for delivery on the 6th Jan. I received an email at 11:55am saying that the did not have the stock and could not deliver them. This then meant the job that this was for could not go ahead.

Shocking service not told til 2pm that they couldn’t deliver

I purchased a ladder and a tower, opting to pay more for morning delivery on a specified day. On that day, customer service completely ignored my messages, which was quite disappointing. The delivery finally showed up later in the afternoon, but unfortunately, the ladder wasn't included. Since I required both items to finish the task, I had no choice but to rent the equipment the following day from a dependable provider. I highly recommend steering clear of this company.

No delivery, no communication. Contractors waiting on site all day. When we finally spoke to someone via online chat they said the team had struggled to find a supplier for the equipment so it wasn't coming. Nobody bothered to tell us there would be no delivery.
Save yourself the hassle, and hire elsewhere, these people are a joke.

I booked a scaffolding tower for a specific 2 day period but without paying extra for it there was no specific delivery time - just "between 8am and 5pm". After waiting in for the delivery I had a phonecall to say that they could not source a tower for me, but they would try again next week - highly inconvenient.

Since then I've heard nothing from them at all despite the fact that they still have £90.45 of my money - 4 weeks later. There's no email address on the website, the live chat doesn't work and the WhatsApp chat number is incorrect.

I would definitely not use them again.

Order ref: 234577
I hired a disc cutter which arrived with a stiff pull cord. Despite following the starting procedure correctly (including the compression switch), the cord snapped inside the tool on the third pull. This is a clear sign of poor maintenance and wear and tear on the unit provided.

I emailed immediately (Saturday) but received no reply until Monday. By then, I was forced to purchase a replacement tool from Amazon just to finish my job.

The real issue is their refusal to refund. Their excuse? They stated: "Once the pull cord was replaced the cut off saw was fully working... For this reason, we would only be issuing refunds for the discs and fuel."

This logic is absurd. Of course it worked after they repaired it. That doesn't change the fact that they supplied me with a tool that broke immediately upon use.

I have started a chargeback with my bank. Avoid this company—if their equipment fails, they will blame you and keep your money.

Item was delivered fine and worked fine. BUT if you want your £500 deposit back then I’d avoid. We’ve been waiting 2 months now and just get palmed off.

Unfortunately, like many other reviews our experience of using national tool hire was a poor one. We hired a conveyor for a sepcific date and they quickly took our money and deposit, unfortunately this was the only thing they were efficient at. The day of hire came, and we waited in with a team of contractors waiting for the equipment, I emailed them multiple times throughout the day to get an update as they have no phone number to call and received no response. The next day, 24 hours after our hire was due to start, the actual hire company they had instructed called me to arrange delivery, after speaking to them they confirmed they were only instructed at 3pm the day before for this hire.. a hire that was due to start on THAT day. I then emailed National Tool hire again and they said they would refund me a days hire, which apparently amounted to £8.54 - for a hire costing £441.06 for 6 days. As a lot of other reviews stated too, getting the deposit back was down the wire - they waited the full 5 weeks before refunding it. It's a shame as we are a development company and the potential for this company to be great is there and we would have loved to continue using them to streamline our hire processes but their unreliability and extremely poor customer service means we could never use them again.

No confirmation of booking after 4 days of waiting. Unable to ise any live help options as the WhatsApp number is incorrect. Live chat just sends you back to homepage and the automated phone service just cuts you off after 10 seconds every time.
Very poor service

Ordered online for next day delivery at 11am on 30th December , allocated for 31st of December delivery priority before 1pm. How ever at 12pm on the day of delivery emailed to say they are struggling to get stock of the item and that they can’t deliver until the 2nd of January. Customer service insisted on quick response via email , we responded within 30minutes of there email only to receive no reply , so I assume the order will be cancled and refunded.however we are now down on the cost of the wages of staff and job overunnning . If they carried out there stock checks on the day of order we could have made alternative arrangements however this was left to the last minute to cancel on us 1 hour before due arrival . Customer service is 0/10 . No help given , no good will gesture , no confirmation of alternative delivery date . Therefor 1 star review must be issued.

UPDATE / 4th of Jan still not received a response from customer service , neither the ladder

Update /5th of Jan . No response from customer service , telephone number doesn’t work, no live support , what’s app number doesn’t work , but they respond via trust pilot .