Mammoth Hire 

Reply from Mammoth Hire

Updated Apr 29, 2026

Hi there,

I'm really sorry to hear about the frustrating experience you've had with your deposit refund – that's not the service we aim to deliver at all, and I completely understand why you're upset after chasing this for nearly two months.

We successfully process many thousands of orders every month, and while things occasionally don't go perfectly to plan, on every occasion we want the opportunity to put things right and keep our customers happy.

To help resolve this quickly, could you please send your order number and any other details about your hire to MyExperience@NationalToolHire.co.uk

A direct phone number for our customer service team is also available to all customers – you'll find it on your original order confirmation or invoice.

Once we have your order details, we'll look into this straight away and get back to you personally.

Thank you for taking the time to leave your feedback – we genuinely appreciate it and want to make this right for you.

Best regards,
National Tool Hire Team

Reply from Mammoth Hire

Apr 29, 2026

Hi David,

I'm really sorry to hear about your disappointing experience with us. Thank you for taking the time to leave your feedback — we genuinely appreciate it.

We successfully process many thousands of orders every month, and while things don’t always go perfectly to plan, we’d really like the opportunity to put this right for you and keep you happy.

To help us look into what happened with your order, could you please email your order number and any other details to MyExperience@NationalToolHire.co.uk

You’ll also find a customer service phone number on your order confirmation or invoice if you’d prefer to speak with us directly.
We’re here and ready to sort this out for you.

Best regards,
National Tool Hire Team

Reply from Mammoth Hire

Apr 29, 2026

Hi Ross,

Thank you for taking the time to leave your feedback – we’re really sorry to hear how frustrating your experience has been with the turf cutter hire. We completely understand how disappointing it is to have to postpone your labourers twice and feel let down, especially when you’re trying to get a job done at home.

It sounds like the supplier in this case hasn’t delivered the level of service we expect, and we’d like to look into this properly so we can prevent it happening to other customers (and make sure you get the resolution you deserve).

Could you please send your order number to MyExperience@NationalToolHire.co.uk? We’ll personally look into what went wrong and get back to you as quickly as possible. You’ll also find our customer service phone number on your order confirmation or invoice if you’d prefer to speak with someone directly.

We successfully process many thousands of orders every month, but we know that occasionally things don’t go perfectly to plan. On every occasion like this, we really want the opportunity to put things right and keep our customers happy.

We’d love the chance to turn this around for you – please drop us your order details and we’ll get straight on it.

Best regards,
The National Tool Hire Team

Reply from Mammoth Hire

Apr 29, 2026

Hi Kevin,

Thank you for taking the time to leave your feedback – I’m really sorry to hear you’ve had such a frustrating experience trying to get in touch with us.

We pride ourselves on being easy to contact, so I’d like to help get this sorted for you personally. Could you please send your order number (and any details about your order) to MyExperience@NationalToolHire.co.uk? Once we receive that, we’ll look into it right away.

Just to make things easier, you should find our customer service phone number on your order confirmation or invoice. We also offer live chat on the website and support through social media – there are several ways to reach a member of the team.

We’re here to help and want to make this right for you. Please drop us an email with your order details and we’ll get back to you as quickly as possible.

Thank you again,

Bob Jones
Customer Experience Team
National Tool Hire

Reply from Mammoth Hire

Updated Apr 29, 2026

Hi Simon,

Thank you for taking the time to share your feedback. We're truly sorry to hear about the extremely frustrating experience you had with your scaffold tower order. Missing multiple delivery days, poor communication, and the dropped calls are not the standard we aim for, and it's completely understandable why you're so disappointed - especially with three days of work lost.

It seems on this occasion one of our suppliers let both of us down, and this reflects badly on us and was very inconvenient for you too. We process many thousands of orders successfully each month and situations like this are very rare, but we know that doesn't help when it happens to you.

We would really like the opportunity to look into this and put it right for you. Could you please send your order number and any other details about your order to MyExperience@NationalToolHire.co.uk

Our customer service team is also available on the phone number shown on your order confirmation or invoice, and they’ll be happy to help.

Once again, sincere apologies for the inconvenience caused. We hope to hear from you so we can make this right.

Kind regards,
National Tool Hire Team

Reply from Mammoth Hire

Apr 20, 2026

Hi Anthony,
Thank you for taking the time to share your feedback — we really do appreciate hearing from our customers.

I completely understand why the experience so far hasn’t met your expectations, and I’m sorry that it’s left you feeling frustrated enough to leave a 1-star review.

Just to give a bit more context on how we work: we operate as an aggregation platform (similar to Uber for taxis, Booking.com for hotels, or Deliveroo for food). We don’t own the tools or the depots ourselves — instead, we connect customers like you with a huge network of over 2,000 local hire companies across the UK. This model allows us to offer no trade account required, simple online booking, and nationwide delivery without the usual barriers that traditional hire firms often have.

We process thousands of hires every month, and while the vast majority go smoothly, we’re reliant on many different parties (the local supplier, equipment condition, transport, and how the tool is used). Occasionally things don’t go exactly to plan, and when that happens we know it can be really disappointing.

What puzzles me a little is that you chose to extend your hire this morning, which suggests that up until now the equipment has been working for you and the booking process itself hasn’t caused major issues.

That said, I’d love to understand the full picture of what’s gone wrong from your side.
Would you be happy to drop us a quick email at MyExperience@NationalToolHire.co.uk? I’ll personally make sure it comes straight to me so we can look into your specific case, understand where we fell short, and see how we can put things right for you.

We’re always looking to improve, and honest feedback like yours helps us do exactly that.

Thank you again for your review, Anthony — I hope to hear from you soon.

Kind regards,

Bob Jones
Customer Relations Manager
National Tool Hire

Reply from Mammoth Hire

Apr 29, 2026

Dear Justin,

Thank you for taking the time to share your feedback – we’re truly sorry to hear about your disappointing experience with us.

We completely understand how frustrating it must have been to receive the wood chipper without the goggles you paid for, especially when the machine then didn’t perform as expected. On this occasion it looks like one of our suppliers let both of us down, and we know how inconvenient and disappointing that is for you too.

I can see that your deposit and the cost of the goggles were refunded on 21st April. However, if you’re still waiting for confirmation or if anything else is outstanding, please send us your order number (or any reference you have) to MyExperience@NationalToolHire.co.uk. We’ll look into this straight away and make sure everything is resolved for you.

A member of our team is also available on the phone number shown on your order confirmation or invoice if you’d prefer to speak to someone directly.

We process many thousands of orders successfully each month, but we know that when something does go wrong – even if it’s rare – it reflects badly on us and leaves a poor impression. We’d really like the chance to put this right for you.

Thank you again for your feedback. We hope to hear from you soon so we can sort this out properly.

Best regards,

Bob Jones
Customer Experience Team
National Tool Hire

Reply from Mammoth Hire

Apr 20, 2026

Good afternoon Ken,

Thank you so much for taking the time to leave your feedback on Trustpilot regarding the pricing shown on our website. We really appreciate you sharing your experience, even when it's not the one we aim for, it helps us improve.

I’ve personally gone through both of our booking flows in detail (the quick product page version and the full basket/checkout process). In both cases, we display the full breakdown of costs — including hire rate, delivery/collection charges (where applicable), VAT, and any other fees — before you reach the final payment screen.

On the product page, once you select your dates and location, you’ll see a clear price summary.
On the basket page, everything is totalled up with a full itemised view.

We’ve worked hard to make our pricing as transparent and upfront as possible compared to many others in the tool hire industry. That said, I completely understand that if it didn’t feel clear or obvious to you during your visit, it’s still not good enough for us.

One thing worth noting is that the vast majority of our hires include delivery and collection in the price (except for some larger or specialist items that require dedicated transport due to size, weight, or regulations). We try to be very clear about this too, but I’d love to hear your specific thoughts.

Could you possibly let me know which part of the pricing felt unclear or hidden? For example:

Was it the delivery charge not standing out enough?
The way the total was presented on mobile/desktop?
Or something else entirely?

Your detailed feedback would be incredibly helpful. I’ll personally pass it on to our website and pricing team right away so we can review that section and make it even easier for future customers.

We’re always listening and genuinely want to make the booking process as straightforward and trustworthy as possible. If there’s anything else from your experience you’d like to share, please feel free to email me directly at MyExperience@NationalToolHire.co.uk.
Thank you again for your honesty, feedback like yours is exactly how we get better.

Kind regards

Bob Jones
Customer Relations Manager
National Tool Hire

Reply from Mammoth Hire

Apr 29, 2026

Thank you for taking the time to leave your feedback and for sharing your experience – we’re really sorry to hear how frustrating this was for you.

We completely understand your disappointment with the broken rotavator, the lack of response, and the hassle of having to arrange a replacement elsewhere.

We’d genuinely like to look into this properly and make sure we put it right for you. Could you please send your order number and a few more details about what happened to MyExperience@NationalToolHire.co.uk

Just to let you know, a phone number for our customer service team is available to all customers and can be found on your order confirmation email or invoice.

We’d be happy to speak with you directly if that’s easier.
We process many thousands of orders successfully each month, but we know that when something does go wrong like this – although rare – it’s hugely disappointing, and we take it seriously.

Thank you again for your feedback. We hope to hear from you soon so we can sort this out personally.

Best regards,

Bob Jones
The National Tool Hire Team

Reply from Mammoth Hire

Apr 29, 2026

Hi John,

thank you for taking the time to leave your feedback – we’re really sorry to hear about the frustrating experience you had with your order.
It sounds like one of our suppliers let both of us down on this occasion, and we completely understand how inconvenient and costly this was for you, especially with tradespeople already booked. This is absolutely not the level of service we aim to provide, and we’d like the chance to put this right for you.

To help us look into what went wrong and arrange a full refund of your hire costs as quickly as possible, could you please send your order number and a few more details about your experience to MyExperience@NationalToolHire.co.uk

You’ll also find our customer service phone number on your order confirmation or invoice if you’d prefer to speak with us directly.
We process many thousands of orders successfully each month, but we know that when something like this does happen - however rare - it’s incredibly disappointing. We’d really appreciate the opportunity to make this situation right for you.

Thank you again for your feedback. We hope to hear from you soon.
Kind regards,

The National Tool Hire Team

Reply from Mammoth Hire

Apr 29, 2026

Hi Alex,

Thank you for taking the time to leave your feedback – we’re really sorry to hear about the frustrating experience you had with your ladder hire.

It sounds like one of our suppliers let both of us down on this occasion. Having to call you so close to the delivery time with no prior warning is completely unacceptable, and I completely understand why it left you in the lurch. This doesn’t reflect the level of service we aim to provide, and I apologise for the inconvenience this caused you.

We process many thousands of orders successfully each month, but when something like this does happen – as rare as it thankfully is – we want to make it right. If you’re happy for us to look into this for you, could you please send your order number and a few more details about what happened to MyExperience@NationalToolHire.co.uk

You’ll also find our customer service phone number on your order confirmation and invoice if you’d prefer to speak with us directly.
Once again, I’m sorry this happened and we’d really appreciate the chance to put it right for you.

Kind regards,

Bob Jones
Customer Experience Team
National Tool Hire

Reply from Mammoth Hire

Apr 29, 2026

Dear Roderick,

Thank you for taking the time to leave your feedback, and I’m truly sorry to hear about the poor experience you’ve had with your table saw hire.

This is clearly not the level of service we aim to provide, and I completely understand your frustration — especially with the lack of follow-up after you tried to rearrange the delivery and then cancel.

It seems on this occasion one of our suppliers let both of us down and this reflects badly on us and is inconvenient for you too. I note your comment about your cancellation and have passed it on for immediate action.

We process many thousands of orders successfully each month and something like this — although very rare — can sadly happen from time to time. We would like to be able to put this right for you.

To help us investigate and resolve this as quickly as possible, could you please send your order number (and any other details about the order) to MyExperience@NationalToolHire.co.uk

You’ll also find our customer service phone number on your order confirmation or invoice, and our team is there to speak with you directly if that’s easier.

We really appreciate you bringing this to our attention and hope to turn this around for you.

Kind regards,

Bob Jones

Customer Experience Team
National Tool Hire

Reply from Mammoth Hire

Apr 29, 2026

Thank you for taking the time to leave your feedback – I'm really sorry to hear about your frustrating experience when trying to hire from somewhere local to Tavistock.

We completely understand how annoying it is to send emails and not get a reply, especially when you're trying to get a machine sorted.

We successfully process many thousands of orders every month, but when something slips through the net like this – as rare as it is – we really want the chance to put it right for you.

Going forward, the easiest and quickest way for most customers is to book and pay directly online. We’ve worked hard to make the process simple and seamless, and we’re one of the few companies that can offer this service right across the UK.

Thanks again for your feedback – we hope to hear from you soon so we can make this better.