“Hi, I cancelled this as we did a skip run instead - I don't appear to have received a refund or acknowledgement to my many emails.
Sorry it's a 1 but it the customer service received deserved a zero”
Hello M,
The review doesn't have you down as a verified buyer like the others and it is a little difficult to reply without knowing more detail on your comment.
Please could you email hello@busybins.co.uk with detail of the complaint so that we can either look into it or improve how we do things or you can reply back on here.
Thanks
Josh
Busy Bins
“This isn’t the 1st time Busy Bobs have messed up but this time, they went to the wrong address and emptied the wrong bin, despite a note on the request on where to go specifically, to avoid any confusion. I completed the request a week earlier which cost £13.00 as I had an extra bag. I requested a refund that cost me £2 for THEIR administration fee; what an absolute joke!
I gave my money in good faith for a service which I thought, despite past mistakes would be good for it. Turns out, they’re not, they’re just that incompetent. Never again.”
Hello Hayley,
Thanks for the feedback.
I've looked into the collection and can appreciate your frustration with it happening twice.
Mistakes do happen, we did actually think that we had emptied the correct bin on Friday 31st March and the driver marked it down as being emptied on our GPS System.
When you rang, that was when we first knew that your bin hadn't been emptied and that we had emptied the bin at an incorrect address. We did then speak to the driver to find out a little more information and he felt like he had gone to the correct cobbled street and the bin did have the correct number on.
What we normally do in these circumstances is offer to call back for you after receiving more detailed instructions or we offer to put a bin in credit for another collection.
We appreciate that you did n't want to do this so we processed the refund. We do get charged for processing the payments but I have refunded the £2 admin fee to you after being made aware by a member of the team.
We genuinely thought we had emptied the bin but it looks to have been a genuine error instead. We hoped to rectify it so the charge of incompetence seems a little harsh. We do though appreciate the feedback and will use it to improve where can and we do understand that you don't wish to use us.
All the best
Josh Morris
Busy Bins Founder
“Cancels collections with no warning or notification after failed payment due to bank “security features”
Tried to re set payment up well within time before collection but despite taking details didntbtake payment (well before collection date) and first I knew was after bin wasn’t collected .
Rude and curt responses via email and absolutely no contact attempted before they decided to not collect the bin.
Left in a difficult position now due to being a full time carer and unable to get to tip etc for extra waste caused by daughters care needs.
Actual bin collections were good, customer service is horrendous”
“Didn't turn up, apparently couldnt find the address and didn't think to contact me on the number provided. After their own error they then said I could have a refund but tried to charge me admin fees. I got the refund and went to RHM waste removals instead. Who managed to pick up the phone to contact me directly rather than just not turning up. Wont ever use busy bins again!”
“After a bit of a mishap with a new driver unable to find our address (as gps doesn’t take you to the postcode), customer service organised a collection for day that Busy Bins were not in the area for the inconvenience caused. I’ve never had an issue with this company before, they have always been very reliable. I appreciated their commitment to ensuring my bin was collected, they went out of their way. Thank you! I’ll be using this company again when needed.”
Hi Hayley,
First of all apologies for the collection error on two occasions. When checking back with the team I think that the postcode has taken the driver to the wrong spot and he couldn't locate the bin. I believe it has been rectified as of yesterday after speaking and receiving instructions. We do either offer to reattempt collection or offer a full refund where we are at fault.
We have improved the website now so that you can pin your location on the map so hopefully, this should improve things slightly for others with future bookings.
All the best, Josh
“I paid for the grey slim bin, 7 bags of rubbish and the cream (cardboard) bin to be emptied. They attended (I saw them) but the cream bin is still outside my house...FULL!”
Hi Laura,
Apologies for the error there with the collection.
I've checked back with the team and this appears to have been rectified for you.
All the best, Josh.
Hello,
Please could you email josh@busybins.co.uk with your address so that we can look into this for you. A genuine error may have occurred and I've not been aware of an issue. All the best, Josh
Posted 2 years ago
Hello, I've not yet received an email so just wanted to check back with you. Please could you email josh@busybins.co.uk if you would like us to check back with your address details and some more information. All the best, Josh
“I've just recently had a live online chat on your website with Helen. Very early on in the conversation, it became apparent that she could see what I was typing in a message before I submitted the message. Furthermore, she didn't wait until I had submitted my message before responding. I told her that I thought this was very unprofessional and impatient behaviour. She explained that it's the Tawk software used which allows the agent to see what's being typed by the customer (the same isn't true the other way). If this is the case, I would suggest that you either change your live chat facility provider or if possible adjust the settings that might be available to you to disable the option of the agent's being able to see the comment a customer's in the process of typing.”
Hi Jonathan, thanks for the feedback. We do appreciate your thoughts and feelings on the matter and we do agree that we could have responded better at the time for you with a little more patience. However, we do feel like a 1 star review is quite harsh in this instance. We will be looking at disabling the option for the agent to see what is being typed but this may not be an option with the software we use. All the best, the Busy Bins Team.
“Booked a collection which never happened. Rang to make them aware it wasn't collected to be told it was behind a locked gate, which it wasn't. We have an open driveway with no gate, which the bin was left at the bottom of, on the pavement.
The lady told me she would make enquiries and ring me back, still waiting for the phonecall and my bin is still over flowing.”
Hello,
Thanks for the feedback.
We did call to the property on the correct day at 8am but the bin wasn't presented for collection.
With the "locked gate" situation this is an option that the driver selects when the bin isn't out and is used as a catch all. We will look to make the options more detailed to avoid any future confusion like this. I believe that the bin has now been emptied and apologies for the delay in ringing back, we did send an email. All the best, Josh
“Hi guys , I wouldn’t of given a review as yet as it’s still early days and we’re in a busy period but because you have asked via email I will give you my honest opinion at this moment in time , (I’m sure things will pick up) the first & second week the bins didn’t get emptied on the day, but was the day after , I’m sure you’ll get things sorted , thank you for your service”
“I have been using Busy Bins for over nine months. I have always found them very helpful. They are reliable never having missed emptying my bin and the people who empty the bin are always pleasant.”
“Used the service for months with no problems, very efficient, always easy to contact until I requested to cancel my collections, no response from my cancellation email sent on the 5th of April, I requested a response on the 21st of April & received a response on the 23rd of April they charged my account on the 29th of April, AND STILL today, the16th of May they’ve collected my bin. Please cancel my collection NOW Josh Morris........& DON’T charge my CLOSED account on the 29th of May.........”
