Biffa Reviews 7,648

Shocking company! Get you on board with
No over weight chargers then hit you half way though your contract with over weight charges and say they won’t do anything about it. Complete joke do not use under any circumstance!!!! I have multi emails from reps saying they will never charge over weight charges but when I questioned this they said the contract has fine print that allows them to change there mind.

David U was great from start to finish and quick communication. I started my online query in the morning and by 5pm all the agreements were signed, sealed and delivered. 100% deserves a 5 star rating.

*UPDATE*
Eventually received a “new” bin, but it was filled with someone else’s rubbish. It’s not due to be emptied for almost 2 weeks. What an absolute joke of a company!

Leaving this review on behalf of my business partner as a new bin has been promised since February. Keep getting fobbed off. Phoned several times having to repeat the issue over and over again without resolution. New bin was promised to be delivered 2 days ago, assured it would be delivered but wasn’t. Phoned this morning and was told delivery was being put back for another week. This is completely unacceptable, paying for a service that is not being given. A food business being expected to run without a bin is absolutely outrageous.

Very helpful

Telesales Executive, Helen, was very knowledgeable, friendly and helpful.

Excellent service from Hollie Jameson

Charlie Megson was very helpful with setting up a contract for new bins on our site. Offered us a great deal and made the process very easy.

Another day, another minor problem. But I can't contact anybody except their blinkin useless Mylo Bot. So here I am, again (sigh). Only here because a) I need to vent my frustration, and b) I've learnt this is the best way to get in contact and get a response. Seems like a strange way to run a business.

Details, as if they care.....Failed collection because of "road blocked". Went outside to check 5 minutes later, no sign of blockage. No photo provided, so this is a mystery. Anyway, we have commercial glass bins that need emptying. Will Biffa try again soon. Will they communicate whats going to happen? My confidence is low.

Obvious solution to this ongoing issue: give business customers a number for a business manager they can contact.

Rude disgusting behaviour from pickup drivers. No show for good 2 weeks and when they finally turn up asks me why is this bin so full and heavy?? I mean how thick and stupid can you get. If they had showed up on scheduled days it wouldnt be so full and heavy. Not very happy with them. Have already reported to customer services which i dont think they care about at all

I would avoid this company like the plague unless you enjoy stress, chasing invoices, and paying for services you haven’t received.

It’s all very nice when they’re signing you up, but once you’re in, you’re left tolerating a service that is consistently below acceptable standards.

Biffa’s contract is completely one-sided. What they present as a 12-month agreement is effectively a 15-month lock-in, with a 41% penalty if you try to leave early. Meanwhile, they can increase prices whenever they like I’ve been hit with a 39.95% increase with no proper justification.

On top of that, they have now introduced supposedly temporary additional per-lift charges, citing “political situation and fuel costs” and have backdated these to 1st April. No transparency, no agreement just added to the invoice.

When challenged regarding my contract increase, I was told customers are charged differently, which raises serious concerns about fairness and consistency.

The service and billing are even worse,
Around 20-minute wait times just to speak to someone
Promises of “site clearances” when collections are missed yet you’re still charged for the missed service.
Charged for collections that never happened.
Docket numbers issued for work not carried out.
Bins not emptied, but invoices raised anyway
Excess weight charges with no evidence in a 240L bin supposedly 385Kg waste in March ( which is impossible )
100% wasted journey fees charged, despite contract stating 50%
Charges based on driver convenience, not actual service delivery

You are essentially expected to audit their failures yourself just to avoid being overcharged.

This is not just poor service it reflects a complete lack of accountability, transparency, and fairness.

Think very carefully before signing their contract, the initial terms are great but you pay the price once the honeymoon period is over there are better providers out there and with better customer service.

Great guy to deal with

Helen Bush was helpful from the get go, she listened to our concerns and made helpful suggestions.

Zoe has been so helpful, her speedy replies and positive attitude have ensured our problem got sorted. Couldn't have asked for better customer service.

Great customer service experience with Zoe Cooney. Very professional , friendly and polite. All questions answered quickly and issues sorted promptly. I wish all customer service experiences with all companies were like this !

I've been trying to speak to someone for almost 3 weeks now and despite multiple emails and phone calls nobody has gotten back in touch. The customer retention team are ignoring me and fobbing me off, seemingly there's only 1 person who I can deal with - really?? In a company of this size??
I've wasted hours of my time explaining the same story to a call centre who do nothing to help.
The collection service has been going downhill for months, nobody cares or apologises.
I feel sorry for some of the staff who seem like nice people.
Hopefully someone will contact me off the back of this complaint??
I've really regretted signing up with Biffa.

Understood our issue and worked to find an amicable solution. Very good communication throughout ..

Very helpful

I have spoken with customer service twice today on the same issue. Initally trying to get a quote for a temporary skip for the office, after being told a quote would be sent, nothing was received. Then called again to be told that nothing had been done. In all both calls were over 30-35 mins, been placed on hold for around 10-15 mins and been misled. I would avoid if you can!

Jonathan Drury did a great job at handling our requirements efficiently.

Biffa has the contract for collecting domestic waste locally, and with that I have no issue. But if one of their vehicles collides with your parked car ... that's when the fun begins!

It began for me on 22nd January when my car, lawfully parked in a residential road, was struck by a reversing Biffa lorry, causing damage to the tailgate and light cluster. A local supervisor attended, liability of Biffa was accepted and the matter was passed to the company's insurers, Cressex Insurance Services.

To summarise, what followed was a concerted effort by Cressex to have my car examined and repaired by FMG, who handle such matters for them. I, in the meantime, obtained an estimate from an approved repairer for Mercedes (my car is a 14 yr old B Class). The estimate was about £3.5K. The car is worth about £2K.

I discovered that if I agreed to use FMG, and if they deemed the repair to be uneconomic, they would declare my car a total loss and pay only its market value. I would have gone from having a car which I was quite happy with, and owed nothing on, to having to fund another car.

I pointed out that I did not have a contract of insurance with them, in which such a clause is standard - I was a third party who had suffered loss and was legally entitled to be restored to the position that I was in prior to the collision. I was not proposing something that would increase the value of my car - simply restoring it to how it was, using manufacturer-approved parts to manufacturer-approved standards. The economics of the repair were irrelevant.

I had sent the repair estimate to Cressex; they in turn sent it to Northern Assessors and on 11th February Cressex sent a cheque of £2,094 in 'full and final settlement'! The cheque was drawn on a Biffa bank account.

It is interesting to note that Biffa and Cressex share the same address. A check with Companies House showed that they also shared a Director, a Mr Marc Angell.

On 24th February I sent letters to both Cressex and Mr Angell, by recorded delivery, returning the cheque and asking that they respond with a view to resolve this matter. Despite them having my address, email and 'phone details ... nothing!

On the 24th March I 'phoned Cressex and was told that the matter had been passed to their Head of Insurance ... who had gone on holiday! There was no-one else who could assist.

That day I sent a further letter to Mr Angell advising that if I had nothing by 3rd April, I would arrange and pay for the repair myself and see them in the Small Claims Court for reimbursement of my expenses (and I mean ALL expenses),

Have I a received an acknowledgement of that last letter as of today's date? No, of course not!

So ... if YOU, dear Reader, have the misfortune to have you car damaged by a Biffa lorry ... beware and good luck. Don't allow them to arrange a repair - get your own estimate from a repairer of your choice ... and prepare yourself for a battle to get what is rightfully yours.