Waste Collectors Reviews 80

Reply from Waste Collectors

Jan 16, 2026

This review does not accurately reflect what happened, so we would like to clarify the facts.

The customer sent a photo of a sofa only and requested a quote. The price we provided was strictly for the sofa, based on the information and image received. After the quote had already been given, the customer later mentioned—within another part of the conversation—that there was an additional armchair, but no photo was ever sent for this item. Because of this, our staff reasonably quoted for the sofa only.

Once the additional armchair was identified on the day, the price was adjusted accordingly and explained clearly. At that point, the customer became rude and confrontational on the phone. Despite this behaviour, we remained professional and even offered to cancel the job and refund the deposit in full if the customer was unhappy with the revised price.

The customer refused the refund, insisted that the job proceed at the updated price, and continued to argue. Even though we had valid reasons to cancel due to the customer’s conduct, we still completed the job in good faith. As confirmed in the review, the removal itself was completed successfully.

We do not tolerate abusive behaviour toward our staff. Our team acted fairly, transparently, and offered every reasonable solution, including a refund. For this reason, we would not accept future work from this customer.

We stand by our pricing, our process, and our team.

Reply from Waste Collectors

Updated Oct 29, 2025

Dear Customer

Thank you for sharing your thoughts. While we’re pleased you were satisfied with the actual collection, we must clarify several points about your comments regarding our staff.

Our records show that the job took over 40 minutes — four times longer than expected — and payment was not made until around 20 minutes after completion, despite three follow-ups. Each time, our staff was told, “I’ll do it now.” When they contacted you again to confirm, they were met with rudeness and disrespect.

Our staff never made any offensive remark. When you said you didn’t know payment was due and mentioned not having a “crystal ball,” our employee simply responded that “it’s common sense to pay once a service is completed” — which is a fair and professional statement.

We stand by our team for handling the situation calmly and courteously. We are always happy to clarify payment terms in advance, but we also expect basic courtesy toward our staff, who are only doing their job.

Thank you for your time and understanding.

Part 2
And the answer to your review:

The first couple of times when we asked you about the payment, you said you're gonna do it now.

After that, when you made the payment, you said you were in the toilet. That's why you couldn't do it.

Now you're mentioning that you've been in the middle of doing it. Madam, please make up your mind.

Everything is very simple. If you say I will make the payments now. You're making it now. If you say I will make the payment in 15 - 20 minutes, that is still OK. We will wait for you for 20 minutes. You are simply misleading our team. They have to confirm the payment with the accounts. Accounts have to come back to them and ask them what's happening, is it coming or not; they're thinking that there is an issue with the link... these are in-house things that you don't really know. I really thank you for teaching us how to do business. We will take note of that. But please, take a note that when you say something, you do it as you say it!

Reply from Waste Collectors

Sep 29, 2025

Thank you for your feedback. We would like to clarify a few important points. There was no parking available at your location, yet our team went out of their way and even parked on two yellow lines to collect your rubbish, taking on the risk of a fine. Despite arriving slightly later than planned due to factors beyond our control—such as traffic and staff availability—we still collected everything on the same day.

We must also address your behavior toward our staff. Our team was met with shouting and rudeness, which is completely unacceptable. We always treat our customers with respect and professionalism, and we expect the same courtesy in return.

It would have been simple to refund your deposit and allow you to arrange an alternative service, yet we still ensured the collection was completed. We are confident that very few, if any, companies would have been able to complete this job under these circumstances for the price we offered.

Reply from Waste Collectors

Sep 29, 2025

Thank you so much for your kind words! We’re glad we could help and that you found our communication and service reliable. We always aim to be punctual and professional, and we really appreciate your support!

Reply from Waste Collectors

Sep 29, 2025

Thank you, it was a pleasure!

Reply from Waste Collectors

Sep 29, 2025

Our aim is to make our customers happy, and we are always trying to provide affordable pricing!

Reply from Waste Collectors

Updated Sep 29, 2025

Thank you for sharing your feedback. We’re sorry to hear that you feel this way, but we would like to clarify what happened during your collection. On this day, one of our staff members had limited English, as the usual colleague who speaks fluent English was off sick. Despite this, our team never acted rudely—they were polite and professional throughout.

During the job, the driver even completed an electrical task that was not part of the service and did so free of charge, using his own experience, without confronting you or charging extra. The team focused only on the rubbish collection and pricing, and they acted to help, not to cause any issues.

We were never contacted directly about any concerns during or after the job, and it is always preferable to reach out if there is a problem rather than assuming rudeness. Our staff aim to listen, help, and provide a fair service, and we take customer feedback seriously.

We value clear communication and always strive to resolve any issues respectfully, but we do not tolerate accusations of mistreatment when our team has gone above and beyond to assist.

Part 2: We’ve reviewed your updated comments and, while we respect your right to share your experience, we must address the tone and content.
Your update contains language and behaviour that we find unnecessarily rude and aggressive. Based on this, we’re beginning to believe that our team actually handled the situation professionally and did their job well under difficult circumstances. It’s unfortunate that their efforts—including going beyond what was required—have been met with hostility.


To clarify: the full price of the job was communicated clearly before the work began, and you have agreed, you always could have said Sorry, I don't want the service. And we were going to restore your deposit! As for the electrical work, our driver offered help as a courtesy, not as part of the paid service. It’s disappointing to see that this gesture was met with criticism rather than appreciation.

If you were feeling in this way. You were just supposed to give us a call on the day, and we were going to resolve the situation. Then and there. We were prepared to refund your deposit despite our non-refundable policy. If you had chosen to cancel the job calmly, this could have been resolved without escalation.

We’re starting to feel that the negative tone of your review may stem from something beyond the actual service provided. We always aim to treat our customers with respect and expect the same in return. If there were genuine concerns, we would have appreciated a calm and constructive conversation rather than public accusations and offensive language.
We remain committed to fairness and transparency in all our bookings.

Reply from Waste Collectors

Updated Sep 29, 2025

Thank you for taking the time to leave your feedback. We would like to clarify a few points for transparency. Your booking was originally made through our chatbot, which at the time was still being tested. We explained this during our conversation, and we understand that this may have caused some confusion.

As soon as you raised concerns, your deposit was refunded in full. We do want to note, however, that our team members are here to help, and it is never acceptable for them to be spoken to in a rude or disrespectful way. We always treat our customers with respect and expect the same courtesy in return.

It is easy in difficult situations to point fingers, but it’s also important to remember that our staff have the right to defend themselves if they feel unfairly treated. We remain committed to providing a fair and professional service for all our customers, and we appreciate the opportunity to clarify the situation here.

Reply from Waste Collectors

Sep 29, 2025

Thanks so much for your kind words! We're thrilled to hear that your experience with Waste Collectors was easy and super fast — that’s exactly what we aim for 💪. Your recommendation means the world to us, and we’re always here whenever you need a reliable rubbish or junk removal service again. Cheers for choosing us!

Reply from Waste Collectors

Sep 29, 2025

Thank you so much for the glowing review! We're delighted to hear that everything went smoothly from start to finish. At Waste Collectors, we pride ourselves on providing hassle-free service — from photo-based quotes to careful, respectful collection. It's great to know our team delivered professionalism and protected your property throughout. Your 5-star rating means a lot to us!

Reply from Waste Collectors

Sep 29, 2025

Thank you!

Reply from Waste Collectors

Sep 29, 2025

Thanks for taking the time to share your feedback — we genuinely appreciate it, even when things don’t go as expected.
At Waste Collectors, we always aim to provide accurate quotes upfront, and we do our best to base those on the photos and details provided. However, volume and weight can sometimes be difficult to assess from images alone, which is why we rely on clear communication from customers to ensure transparency and fairness.
In your case, we quoted £170 based on the initial photos and scheduled the job for the next day. Upon arrival, the actual load was significantly larger than anticipated, which led to a revised quote of £340. We understand this was unexpected, and we respect your decision to cancel — no charges were applied, and no collection was made.
We’d like to clarify that while we’re committed to being flexible and fair, we’re not able to remove items free of charge. Like any business, we have to cover operational costs to continue offering reliable service.
We’re sorry for any inconvenience caused and appreciate your understanding. If you ever decide to book again, we’d be happy to work with you to ensure everything is clearly agreed in advance.

Reply from Waste Collectors

Apr 16, 2025

Thank you!