Biffa Arvostelua 

Dropped the service through a middleman company only due to a cloak and dagger contract that didnt sit right, although service was good .
Went to biffa directly only to receive terrible service and pointless time after time contact with customer service who seem to resolve nothing, other than cost us time on hold rather than getting on with business.
More collections missed than collected , false promises of a site clearance. And to top of off the new driver (or new to the route) is short with response and unhelpful not my job attitude.

I rarely feel the need to review company's but my experience with biffa makes it feel like a dealing with a scam company . Not upholding their side of the contract despite repeatedly complaing.

Avoid !!!

Zoe, Handle our requests professionally and timely when all other routes were failing. Thanks to Zoes efforts the situation has been resolved Well done Zoe

Very proactive, thorough, polite and friendly. Gave me all the information I needed promptly. Excellent service.

Terrible service, never collected my bins properly and i always had to pay more to do full cleanings, if they got blocked by a car for example they wouldn’t rearrange the collection, we would have to call to rearrange and pay extra for something they didn’t complete. Now we are cancelling and they want to charge for cancellation fees, even though they never did anything they promised on the contract

David was very speedy to follow up on my online quotation. Yet, really respectful and not pushy at all. He clearly explained and by asking a few questions, clarified quickly what was needed. He relayed how it all would work, and did all this in a polite and friendly manner. All in all, excellent customer service.

Ordered a Bin 40 days ago and still not received without communication. Shame I can't put 0 for star rating.

They miss bin collections regularly. They do not read their clients' case history. They just bounce you from one operator to the next one without fixing the problem, generally requiring 3 or 4 phone calls to sort a problem that they created due to their poor service. Probably the worst bin collection company we have been with

I repeatedly struggle with Biffa's service.

1. They 'don't do' emails.
2. I have hung up after waiting too long for the phone to be answered.
3. I've previously been told their portal has a message service. In the past, they simply didn't reply. I was told they now monitor. But where is the Message Centre on the portal?
4. Bank Holiday Monday pick up of refuse went ahead. Recycling pick up on the same day did not go ahead. No text to say when it would happen, so the recycling was left on the kerb waiting. Early on Thursday after Bank Holiday, our neighbour (as they always do) brought both recycling bins in, having given up waiting for Biffa. Thursday lunchtime Biffa turn up! Neighbour sees them and runs out to stop them, but they drive off. Thanks!
5. Monday this week, a scaffold lorry was in the lane getting ready to leave. Biffa arrived to collect on that lane. I told the driver that the scaffolders were about to drive off. They refused to wait literally two minutes.

Even cancelling the service is a headache because Biffa don't pick up the phone.

Did an online quote and very quickly received a follow-up courtesy call aiming to provide more information and answer any queries - David and Kirsty were both very helpful and knowledgeable

Excellent service

All was very easy! Easy on line, very quick to follow up with call to confirm and great communication with email to ensure I am kept up to date.

Unable to contact biffa again 30 minutes of my day wasted trying to speak to someone as was promised a call this morning about our service that hasn’t been served for about a month

**Absolutely horrendous. Do not trust them with your rubbish.**

You really cannot put into words how bad their service is. Biffa has now messed up **5 of our fortnightly collections**. That is over 2 months of missed collections, and 2 of those collections were rearranged only.

They will probably reply to this review asking us to contact their Trustpilot department directly. But why? We have already been writing to you and calling you repeatedly about these problems. Why, all of a sudden, when a customer leaves a bad review, do you ask us to contact you once again?

**Why not simply collect the rubbish you are supposed to collect?**

You don’t need to sit on Trustpilot replying to customers you have already let down. You need to fix the actual problem.

And this is not a one-off issue.

This year alone, we have had the driver go to the wrong address 2–3 times. Perhaps they need to learn how to read the street signs. On top of that, we have had **7–8 missed collections**.

Hardly anyone leaves a bad review because of one isolated mistake. But when a company repeatedly lets its customers down, month after month, it becomes completely unacceptable.

Biffa’s apparent expertise is promising a rubbish collection and then failing to deliver.

We pay for a service. We expect our rubbish to be collected. That is not an unreasonable request.They will bill you for all your missed collections too mind you! On top of that they ask you to neatly leave all the extra rubbish you collected over the several other weeks as if you are some business that cannot take care of such a basic thing like rubbish. All the extra rubbish ends up flying everywhere

**Sort out your service instead of just replying to bad reviews.**

Fast response, clear and concise. Offered flexible service which was helpful.

I spoke with Helen Bush yesterday when she called to review one of our sites. Helen was very professional and helpful. A real pleasure to speak with!

I actually feel sorry for the customer service team at Biffa, as they seem to be stuck in the middle and have very little ability to resolve the problems.

Our collection has now been missed four times during Aug & September 26, and each time we’ve had to chase it. Today we were told the driver had “run out of time” and that the depot couldn’t be contacted.

I asked to make a formal complaint but was simply directed to the online portal, which we can’t access.

We’ve now been put on an “urgent priority list” for a full site clearance, but this really shouldn’t be necessary. We pay for a reliable collection service and shouldn’t have to continually chase missed collections.

The customer service staff are polite, but Biffa really needs to sort out the problems behind the scenes.

Bins rarely collected and always on phone requesting a pick up. Bin men were caught stealing from our industrial estate whilst on a collection. They were confronted and got aggressive.
.

Customer services took over 35 mins to answer phone . On two separate days over 30 mins . So I hung up . 3rd day I contacted sales team . Who answered quickly and were extremely helpful. Improve customer services

Zoe Cooney has been fantastic in addressing our issues and closing our account.

Missed collection, rang and after 25 minutes online spoke to BIFFA. Promised that bag would be collected - nothing has happened in following 48 hours. Really poor service - looking for another company which is reliable.