Report: #1256414

Complaint Review: Deluxe Hire

  • Submitted: Tue, September 22, 2015
  • Updated: Tue, September 22, 2015
  • Reported By: Cj1953 — Tring United Kingdom
  • Deluxe Hire
    94 Farnham Road
    United Kingdom

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I don't really know if the lady who I always speak to is dubious or simply inept but she and her company were the one thing that let me down and caused me stress over the weekend of my daughter's wedding in June - and, as far as I can tell, she still (3months later), has not returned my £100 deposit, or any part of it. I'm awaiting a substantive reply to my latest email.

The delivery arrived a day late at around 6p.m. via a driver with limited English, who had phoned me 3 times during the day, promising he would be there in an hour. When he did arrive, I was already entertaining. If I had not spoken to the lady concerned on the morning after they were due to arrive, I honestly believe they would not have come in time; that the order had been forgotten. Certainly, the delivery man told me it was a very last minute job, and he had only had instructions that day and was obliged to "fit it in."

The product itself was a disappointment but I am  more than 50% to blame for that, not having been to Slough to check out the hampers I hired. They were insufficient for our purposes and I had to buy additional full size plates for the day. 

I have been chasing consistently since the event for the return of my deposit.

I would not use this company again in any circumstances.

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#1 REBUTTAL Owner of company

Christine John. Robert John Associates - False allegations with malicious intent

AUTHOR: DeluxeHire - (United Kingdom)

Christine John. Robert John Associates - False allegations with malicious intent

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 it 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.

It is correct that Christine John hired catering and event equipment from DeluxeHire for her daughter's wedding. All goods were delivered in full (no dispute on that) on Friday 12th June 2015, within our delivery hours of  9am - 6.30pm. Specific timed delivery is chargeable and Christine did not pay for that. We understood the wedding was planned for the weekend so goods were delivered one day prior to event. Not sure why anyone would want to accept an order at 6pm when apparently entertainment for the event had already started. Picnic at 6pm?

And in regard to the courier not speaking good English; Well, not being fluent in English doesn't render a person unintelligent or incompetent. The courier called Christine several times to give update of his location, something most clients appreciate.

Disappointment with the fitted hampers? Christine John received what she ordered and paid for. Please follow link to view the fitted hamper on our website where it provides all the relevant information needed to make a hire decision.

Most importantly, the fitted hampers were bought especially for her daughter's wedding so not sure why we wouldn't deliver after all the trouble. It is certainly malicious for Christine to suggest so. Disappointingly, when her order was returned, there were plates, forks and napkins missing from the hamper, and we had to wait days for some to be located and returned, so obviously we couldn't hire the hampers out while the bits were missing. Normally, we would charge a fee but we didn't. So imagine if the hampers had been booked for another wedding? Quick to call others inept Christine?

And in regard to damage deposit, Christine was fully refunded.. 

DeluxeHire Customer Service

Catering & Event Equipment Hire. London.

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