Biffa Arvostelua 

It's been 1 year that we've been with Biffa terrible company both in service and service, I have a contract of 3 times a week and they pass once or every 15 days I call support they say it was collected more only if it's in another company because in mine without success the garbage is all outside near the street to make it easier for the collector but nothing of this is useful simply the driver says it was collected without any proof and they invoice the amount to be charged even I call sending an e-mail with proof they keep charging the collections without having collected and every month it's only increasing my invoice without any justification I hope to have a return on this inconvenience we are going through.

Often issues with billing. The chat window is often switched off (missing?) on pages with cookies enabled, so the only way to get in touch is via a phone line with few people manning it. The account support for Biffa is appallingly bad at times.

We're paying for Hazardous Waste services we cancelled, and after receiving a credit note, the service was left enabled, so invoices keep coming. It's infuriating.

Fantastic service from Karen Robson. She was very kind, efficient and easy to deal with. Could not fault the experience at all, many thanks.

David Forrest was looking after our case and was extremely helpful. Took our company through everything step by step and answered any questions we had.

Hollie is very helpful very easy to communicate, and no hassle no hard sell x

Spoke with Zoe Cooney and she solved my queries within minutes and we have saved money due to her suggestions

I had a contract with Biffa for general waste collection.

The driver regularly failed to collect the bin, giving the reason that he couldn't get through the gates. There are no gates to go through to get to the bin.

When I finally met the person collecting the bin, he told me it was actually because the bin was broken and the biffa truck couldn't pick it up, and openly admitted to lying on the reason, which would lead to us being charged for failed collections.

The driver also dropped the bin and spilled rubbish all over the floor before leaving the site multiple times. I have footage of this, and reported it to Biffa, but they didn't wish to help.

Other issues with the service:
- Created extra pickups due to failed original collections, which also failed, then they charged us for
- Sent us invoices (and continue to send us invoices) after agreeing to cancel the contract as they failed to uphold their service.

We have moved to another company now, who collect the bins on time every week.

Edit:
You say you take all complaints seriously, but I have made tens of phone calls and sent tens of emails explaining the issue and you simply do not care. I will update this review to reflect that it has been sorted, when it has been sorted, so if you can fix the issues for me, it will reflect well. Otherwise I will be updating it with more failures. You have my contract number, so you don't need me to email anything through, but I understand that makes it look like you are doing something to sort it in private, but I am confident the disastrous service would be the same. Feel free to respond here.

Update 13.10.26

Biffa sent yet another invoice to us which I had to call up to get cancelled by a very apologetic person. He said he would also arrange for the bin to be collected as soon as possible.

Today we received an email to say the bin could not be collected because it is damaged. This was damaged by their driver a matter of months ago and has been reported multiples of times.

Avoid them as all cost. As it will cost you the earth to have them.
I change my bin with them as I found another company that did it a lot cheaper and had no weight restrictions.
It would of cost me over £1000 to get out my contract so I guy said best thing to go is change it to our smallest bin and get a fortnightly pickup which is around £45 a month.
So far the last two months have both been £128!!
They are lies

We had an issue with one of their drivers repeatedly not emptying our bin. We have him on camera just arriving on site, then doing a U-turn and driving off. There is no email address to complain, you have to phone them and you will only get through to a call centre who will pass a message to the depot. Nearly a week later, the depot sent an extremely unprofessional email full of spelling mistakes saying that they would reattend the following week. In the meantime, they charged us for a failed collection! We struggled with a full bin the whole week and then the following week, again, our bin was not emptied. We asked for a Senior Manager to contact us and nobody did. In the end we cancelled our Direct Debit (which got their attention immediately!) but instead of asking what the problem was they just emailed us saying they would suspend our service. How will we tell the difference? They haven't emptied our bins for weeks!

Hollie was really helpful, explained all the costs, collection details etc, understood that we don't want a big bin to take up one of the two parking spaces we have. Am hoping that Biffa come up with a mini solution to food waste, otherwise from March that will take up part of a parking space.

Biffa is rubbish. They will not come to collect on time for a period of 6 months and when cancelled for non service, they want to charge cancellation fees

Hollie Jameson was a huge help in setting up our account and providing information on services required, as well as future potential use cases of other products.

Karen was very helpful and made sure we had all the information that we needed.

Unfortunately, it seems the only way Biffa actually sees complaints or takes notice of ongoing issues is when they are posted publicly on Trustpilot. That is why I continue to raise these problems here.

The latest issue is with the bin drivers, who apparently can’t even be bothered to pull into our driveway to collect our two bins — on the occasions when they actually remember to collect them.

We have a car park that is fully accessible for the collection. Instead, the drivers stop on the main road, directly across the entrance to our business. They have been asked before not to do this, yet it continues to happen.

To make matters worse, collections seem to take place at one of our busiest times of the day. Their vehicle blocks both the road and the entrance to our business, meaning customers are unable to enter or leave while the collection is taking place.

This is particularly dangerous because the road is currently effectively single track. Traffic cannot simply stop and wait safely, so customers approaching our entrance either have to drive past and get caught in the traffic again or attempt to manoeuvre around the obstruction.

This is not just inconvenient — it is a completely avoidable safety issue. I genuinely worry that if this continues, there is going to be an accident.

There is absolutely no reason for the road or our business entrance to be blocked when there is suitable access available on our property. We have already asked for this to stop. How many times does the same issue need to be raised before Biffa actually takes notice and ensures its drivers collect the bins safely and considerately?

Absolutely terrible service from Biffa and would never recommend then to anyone. We cancelled our recycling collection with them as they never emptied it, they lie about emptying our main 1100l bin and are surprised when I say it is still full. They havent updated their portal with our opening times, this list is endless and i will be cancelling our contract. In 40 years of working i have never come across a company that is so bad in delivering a service. DO NOT USE THIS COMPANY. I must have complained 20 times and emailed you but you still dont sort the issues and you dont ring back. Customer services are aware of the issues but they still dont get sorted. Will be cancelling the contract shortly

Excellent service from two brilliant advisors. The first helped me make the original booking, while the second assisted me in amending it after I realised I had provided the wrong details. Both were extremely efficient, helpful and professional, and everything was sorted out within minutes.

We moved our business's waste collection to Biffa on July 1st. Getting the first collections to happen was a pain - we were told we could have an urgent collection before our new regular collections started, to cover the gap between leaving our old provider and the new collections started, but that took several weeks and our waste, especially food, built up. Since then, our bins have not been collected on several occasions, either because the day of a single collection was moved (on one, we were out of the country and couldn't therefore put the bins in the correct spot at the right time), or because the driver apparently emptied someone else's bins, not ours. This happened last week, and we were told the driver did this by mistake as they went to the wrong address, but it's hard to believe as our bins are the only bins on our industrial estate which are big and red and say Biffa on the side. We were told the bins would be collected urgently, but in fact this 'extra' collection didn't happen until a week later, on our regular collection day.

Today, we discovered that our regular collection day for recycling has been changed to Wednesday, but we hadn't been told that via email or text, and so our recycling wasn't collected yesterday (a Tuesday). We put the bin away (we cannot leave them on the street all the time) and then we missed the attempted collection this morning (a Wednesday).

To add insult to all this ridiculousness, there is no way to report a missed collection via the website or email, you have to call. I have now spent over an hour of the last working week listening to Biffa's dreadful on-hold music, during 3 x 20+ minutes waits to speak to a human.

Today I asked if I was able to make a formal complaint, particularly about the bins which were missed last, but the call handler said that was all done internally and he would pass the information on to the depot. When I asked if we would be kept informed of progress via email, he said no as there is no facility for that (he did offer to email confirmation that he'd done it, but I can't see the complaint myself). So I can't even complain formally.

I'm only writing this as Biffa invited me to leave a trustpilot review via email!

For the attention of Ann Rennie, Head of Customer Experience.
Customer account number M51309

Dear Ms Rennie,

I am writing to outline my frustration and disappointment at the poor level of service we are getting from Biffa.

One or two missed or late collections is probably unavoidable over a given time, but it is always happening, almost weekly! This is for both our general waste and for our food waste collections. This results in time wasted waiting on the phone to chase up our missed collections.

We cancelled our previous contract with a different company for their poor level of service, we thought Biffa were better, but you don’t appear to be at the moment.

Please could you confirm what we can expect in terms of compensation for all the late collections/calls I have made to chase them up, and also confirm that the service will improve going forward. If our collections day needs to change, just let us know! We are quite accommodating, but this situation is becoming ever more frustrating.

Thank you for your help.

Kind Regards

Liz Mitchell
Marine Super Store Ltd

Without a doubt the worst waste company we have dealt with in 25 years of business. Changed prices without telling us multiple times, invoiced for missed collections regularly, spent months trying to get them to check our queried invoices whilst still paying the correct ones, then they took us to court without any response to our multiple emails and calls. Do not trust them they will overcharge you and waste hours of your life with zero customer service! There are plenty of better companies out there spend a few minutes finding one!