Title: Deeply Unprofessional and Confrontational Experience - Avoid This Company
We hired a chiller trailer from Onsite Refrigeration for our wedding weekend, Friday to Monday. The booking was made indirectly, but we dealt with the company directly on the Friday when the trailer was delivered. Everything was fine until the early hours of Monday morning - the agreed collection day - when things took a shocking turn.
At around 1am, a man walked onto our driveway, completely unannounced, intending to collect the trailer without any prior communication or consent. Thankfully, my husband was still awake, otherwise we might have woken up to find the trailer gone, potentially still full of our wedding food and drink. When my husband challenged him (quite rightly), the man, who we later learned was the owner of the company, reacted with immediate hostility. He was rude, defensive, and aggressive when asked for identification or proof that he was genuinely there on behalf of the company. You would expect any responsible business owner to appreciate that level of caution, not respond with confrontation.
We have since tried to address this issue privately and directly with Onsite Refrigeration, but have only been met with excuses and a poor attitude. Their main justification was that they could “tell the trailer had been switched off and was therefore no longer in use.” It was pure coincidence that we had emptied it earlier that evening, had we not, our belongings could easily have been taken away in the middle of the night.
Even more astonishingly, they tried to argue that it “didn’t matter because my husband was still up drinking,” as though that somehow made the situation acceptable. We’ve repeatedly asked what they would have done had nobody been awake when they arrived, and they have never been able to answer that question. Their other excuse was that they had tried to contact us, but when pressed, admitted those attempts were made at 1am and 3am. It is absolutely unreasonable to expect customers to answer calls at those times, and it certainly doesn’t justify showing up unannounced on private property.
What could have been resolved easily with an apology and a hint of professionalism has instead been handled appallingly. Rather than showing embarrassment or accountability, we were offered a token “10% off our next booking,” as if that would make up for such unacceptable behaviour. Needless to say, we will never use this company again, and neither will any of our contacts.
It’s a real shame that a business entrusted to support important life events like weddings would treat customers with such disregard. This experience was not only unprofessional but frankly offensive, and we would strongly advise others to look elsewhere.