Hero Man & Van - Sheffield

Jonathan B.

Moved today. These guys were great. They arrived on time at 9am in two vans, shifted a 5 bed/3 storey house in 3-4 hours, and unloaded 4 miles away into the new house. Nothing was too much trouble, they were happy to put everything wherever we asked and made the whole process smooth and enjoyable. They took care of our stuff and were professional and trustworthy. A good outfit at a decent price. A huge thank you. We are more than happy to recommend you to others.

ETY

Hero Man & Van made the usual stress of moving day a complete nightmare due to their numerous failings and have refused to take any accountability, to the point where I had to raise a dispute with my bank to get some of my money back.

The ‘package’ I paid for was £545 for 2 men and 1 Luton box van, for 4 hours. I was explicitly clear in all my correspondence that I needed help with bulky items only, as I had plenty of helpers/vehicles on hand to move boxes and smaller items. I had also moved the year prior, so I knew that 1 van would be sufficient.

On the day, I was informed there was an hour delay, which I was able to accommodate. In hindsight, this seemed to give them the green light to mess me about, because after that initial call, no one contacted me again and I had to keep calling to find out what on earth was going on. Each time, I was told they were an hour away, and each time, no one turned up.
I was moving out of a rental property which had a tenant moving into it that day, so having to repeatedly call an increasingly disgruntled landlord about MORE delays was immensely stressful.

Almost 3 HOURS later, 3 men, with 2 vans turned up.
The second van (I was not told about and did not consent to) caused disruption to the narrow cul-de-sac, meaning neighbours had to move off their drives to accommodate it.

Two of the men were pleasant and got on with the job, but the third man, who I believe was a temp, thought it was appropriate to stand and brag about how much money he was making that day and make sexist comments about my ability to pack up an entire house by myself - ‘you must be strong, it’s nice to see a woman doing something useful for a change’.
Unsurprisingly, he was later seen being heavy-handed with my belongings.

The men traipsed mud throughout the ground floor of the rental (despite there being back garden access) moments before the landlord was due to arrive, which put my deposit in jeopardy.

Within 24hrs I reported a broken tv plug and addressed that the job had been completed in less than the 4 hours I had paid for. I was instantly dismissed, despite being told when I booked that ‘if it can be done quicker, we’ll look after you’ i.e. refund you the extra (see email screenshot).

The job was completed in 2 hours, and I was being charged for 4. I was charged £545 for 2 hours.

For weeks the company invalidated me, before my bank stepped in and got me the partial refund I was due.

I realised after unpacking that I also had dents in white goods, smashed crockery and missing garden items. My washing machine, which was new, now makes an unsettling rattling noise.

I’d recommend not signing anything until you’ve fully unpacked and checked over your belongings - they tried using this against me in my dispute (and again in their response below!) stating that because I signed, I was ‘happy with the service’. Unbelievable! It seems to be their way of capitalising from the stress/chaos of moving day.

How a company handles complaints around its failings reveals its values and priorities and is a true representation of its character. The issues I raised throughout this ordeal were either met with dismissal or ignored entirely.

EDIT - to further highlight the true character of these people, the response below continues to make false claims.
I have now attached a screenshot of the email exchange which addresses the bizarre claim that I was ‘adamant I wasn’t paying from the beginning’ (?) Literally shows me acknowledging a price difference compared to what a friend was given…

The best lie has to be that I was offered a partial refund for the ‘inconvenience’. At NO point have I been offered a refund, hence being forced to raise a dispute with my bank. To state that they ‘won’ the dispute and then admit they later gave me a refund is just laughable - they were ordered to give me a refund based on the evidence I provided.

Note the tone of language used in the response below, they’ve done a brilliant job of proving my point about their disgusting, dismissive attitude.

Adam H. A.

Worth every single cent.
I had packed "suboptimally", and they were able to move those awkward to carry boxes and bags down 4 flights of stairs!!
Very nice and friendly lads!!
Got a whole 1 bed flat's worth of moving done under 2hrs!!

Thanks a lot hero services!

dorrinda B.

Had father and son (sorry I forgot their names) move us on a very hot day, nothing was too much trouble for them ,they are a credit to the company, made the move totally stress free,thankyou you too you are AMAZING. Dorrinda and Rob

Mark B.

These guys helped me move my collection of pinball machines and did a great job, despite their size and weight. I couldn't have been happier, an excellent company to deal with.

Negrea C.

I had the best moving experience with Hero Services! Mark and Craig were an incredible duo who made my house move a breeze. They were punctual, professional, and handled all my belongings with utmost care. From start to finish, they exhibited a level of expertise and dedication that truly impressed me. Thanks to their exceptional service, I'm now settled into my new home stress-free. I highly recommend Hero Services and their fantastic team for anyone looking to move. Thank you, Mark and Craig, for being my moving champions!

Katie

Went with Hero for a recent home move, a fantastic team and service - arrived on time, worked so efficiently whilst also making sure nothing was scuffed or damaged. And all done within the 3 hour booking window! Would definitely book again and recommend - thank you for all your hard work and help.

Dawn G.

My expensive cupboard was damaged/scratched in transit and my bed is stained on the material from a job they said they did previously of moving fridges, so the van must have been wet inside to ruin my bed!