Review Time
Worst company, will not use again when contract is due.Told me no hidden charge ,only the price who gave me plus Vat ,but the charge me two compliance fee（general waste and food waste ,I asked their staff ,they told me the compliance included price but it's not. I have got one year contract fixed price,but you need read contract carefully,（it's not fixed price on contract）when I call back ,they told me sign contract first when they received it will changed fixed price .I have got voice record to avoid they regret in the future. They deliver bin on 5/2/26 and for the first week waste collection on 20th but they sent me invoice and charged me for three weeks.so worst company.They think my money from sky.I will take action
Rubbish service.
Take ages to answer phones and have no email or online way of making complaints.
Phoned 3 times over last couple of weeks to report an abandoned bin and they've done nothing about it.
I raised it as a formal complaint yesterday and was told I'd be called back. Still waiting.
Honestly the call I had today with Kirsty went smoothly she was patient gave me all the information I needed and tailored the bin collection to my Buisness needs she’s massive asset to biffa
Had a quote from all the comparison sites, everywhere was fairly expensive in my opinion.
Spoke with Diane Hobson at BIFFA and she gave me a price so good I signed the paperwork within the hour. Very good service from Diane bent over backwards for me more than other companies.
Awful.
This company has taken over “coastal waste”. Since they have taken over we have not had a collection in over 8 weeks. Because clearly they don’t know how to do there job properly.
Avoid at ALL COST.
If there was a way to give 0 stars, I would take it, but that's not an option. I received notifications via email and voicemail indicating that our collection has been moved from December 25 to December 22 due to the service provider's closure dates. I promptly reached out to customer support to inquire about the possibility of an additional collection, as this change creates a long gap until the next scheduled collection. Since we will be open during Christmas and Boxing Day, managing a full week plus an extra three days without service is unfeasible for us. When I asked if the service provider could arrange an interim collection at no extra charge, I was told to be grateful that the collection was rescheduled instead of skipped entirely. It's clear that having the collection on Christmas Day is not our responsibility, and we shouldn't incur additional costs due to the service provider's decision to move the schedule. During that same conversation, I was informed they would check the possibility of moving the collection to December 24 and that I would receive an update. Unfortunately, there was no follow-up after that discussion on Thursday. Today, Sunday, I received another email stating that the collection was not completed because the bins were not placed outside, which adds to the confusion. I attempted to contact customer support to resolve the collection issue, but they promised a callback that never happened. I've also tried calling multiple times, waiting over an hour each time, only to hear that I'm first in the queue but no one answers.
I am very dissatisfied with the overall experience because of the ongoing lack of communication and inadequate service. Throughout the entire process, updates were either significantly delayed or not provided at all. I had to repeatedly reach out just to obtain basic information—something that should have been communicated proactively. In addition to the communication problems, the services did not meet my expectations. Several commitments were missed, and there was minimal effort to clarify next steps or provide solutions. As a customer, it’s frustrating to feel overlooked and unappreciated. Good service should include clear communication, reliability, and accountability. Unfortunately, none of these elements were present in this case. I hope that improvements are made in the future, but based on my experience, I cannot recommend their services at this moment.
Completely unacceptable experience from beginning to end. The incorrect number and type of bins were delivered, and during the frustrating two months they were supposed to provide a service, they only collected once. Calls were not returned, emails went unanswered, and when we finally lost patience, we spent an hour on hold just to cancel the contract. They even had the audacity to say they would 'waive' the exit fees! They are supposed to come and collect the bins amidst weeks of overflowing waste, but I’m not counting on it. This is the most incompetent service I have ever encountered.
Honestly, all I want is the service I'm paying for; you would think that would be standard. I want to emphasize that I'm not blaming the customer service representatives; they often bear the brunt of frustrations, and it's not their fault. They do their best, but sometimes that just isn't enough. In the eight months I've had a contract for my recycling service, they have missed numerous collections. Each time, I've had to reach out to customer service, wasting countless hours on hold, usually only to hear that they can't contact the local depot or whoever is in charge. Things improved slightly when someone from 'loyalty' was assigned to help after I mentioned canceling my contract, but I've since had another missed collection and have not received a response to my emails. If you are in the area and considering this service, I urge you to reconsider. Most excuses for missed collections revolve around 'no driver assigned,' which indicates they knew they couldn't fulfill the service but failed to inform me. They clearly have ongoing staffing issues and instead of being honest, they continue to take contracts they can't manage. I'm just trying to exit this situation, which is proving difficult. I've never been more disappointed with a company. They haven't offered any credit or compensation despite the poor service, which should be standard practice. Running a small business is challenging enough without dealing with this hassle. If I treated my customers this way, my business would fail. It's beyond me how they get away with this.
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Biffa is the leading integrated waste management and recycling company in the UK and the UK's No. 1 for Business Waste.
Our team of more than 10,000 colleagues carry out essential operations every day to support the UK circular economy including waste collection, surplus redistribution, recycling, treatment, disposal and energy generation. Our purpose is to change the way people think about waste and sustainability has been at the heart of our business for many years.
By investing in plastic recycling and energy from waste, we aim to have net zero carbon emissions by 2050.See more
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