Biffa Reviews 7,653

It was the excellent and efficient initial call to the customer service team. The call handler was helpful, knowledgeable and professional. In addition the subsequent support provided by Alicia, Loyalty Team Executive was extremely helpful and informative.

13/04/2026. Rubbish is their game but their customer services is spectacularly RUBBISH. I have wasted at least an hour of my time trying to get through to them on the telephone and their website makes no provision for a member of the public to make an enquiry / complaint.

Unfortunately my council uses biffa for waste collection. They miss collecting bins then refuse to come back claiming that the bin is contaminated with food. There's nothing in the bin but cardboard. No way to escalate the problem.

If I could give zero stars, I would.

After three months of repeated complaints, there has still been no resolution. The level of service is completely unacceptable. Collections have been missed, and last week our scheduled pick-up dates were changed without any warning—only for the collection to be missed again.

To make matters worse, you have increased the price of each bin by £10 without any communication. This lack of transparency and professionalism is shocking.

We are a small independent business with 1 x 1100L general waste bin and 1 glass bin. When collections are missed, the impact on our operation is severe, particularly from a health and hygiene perspective.

At this point, we have lost all confidence in your ability to provide a reliable service. We will be cancelling our agreement and seeking an alternative provider.

I would strongly advise other small businesses to avoid this company.

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.