Deluxe Hire.co.uk Bebe Confirmed an order & decided two days prior to cancel on us 'because they were moving premises' London Mayfair / Acton United Kingdom

Deluxe Hire claims they hire out items for weddings, to caterers, to venues. I don't normally like to publically complain about companies - especially as I am self employed myself and run a business in the same industry. I am writing this to warn you all from using Deluxe Hire. They are unreliable and the customer service from Bebe is appalling. Stay away. Do not be fooled by the Mayfair postcode - the website looks good but it is a sham.

When I first contacted Deluxe Hire I spoke with Bebe - she was very rude from the moment I enquired but I brushed it aside and continued with my order. I have no idea why she is in charge of answering phone calls and running a business? 

We put through an order via the website and confirmed the items we required for a photo-shoot happening the following week. We got a confirmation email saying that the order was confirmed and all that needed to be added to the total was the delivery and courier charge. This did not happen so I sent an email saying we were waiting for the final price so that we could pay. Bebe said via email a few days later 'SYSTEM CRASH - WILL GET BACK TO YOU SOON'. I assumed that everything would be OK seeing as she had responded.

Two days before the photo-shoot I decided to phone and make payment over the phone. Bebe answered and said the order could not be paid for because she did not want to confirm it. There was no apology, explanation or politeness given. I asked why? She said in four simple words:  'we are moving premises'. I told her I had received confirmation and she told me 'its not confirmed unless payment has been taken' and continued to say 'even if I wanted to help I cant because the items are all packed away'. 

At this point I explained to her how inconvenient this was and that we had this order confirmed from the previous week. I told her she emailed to say she was sorting out the issues she was having and that because she has now cancelled on us we had no time to order items from a different company! Bebe continued with her usual bad attitude and was not bothered by the situation at all. In fact, whilst I was speaking she decided to 'sigh' and put the phone on her desk whilst I spoke so that she could ignore our complaint. She eventually hung up on me. 

After three phone calls (twice Bebe put the phone down on me mid -conversation) all she could say was 'You are wasting time complaining about it - you could be using this time to find your items elsewhere. Go to Jones Hire or John Lewis'.

Please stay away from this company. Absolutely disgraceful.