Based on public reviews and response behavior.
600 reviews over 420 days (about 43 per month). Busiest month: 41% of reviews.
Home & Living average: score 66.9, rating 4.46 stars, reply rate 45.8%, over 5,116 ranked companies · benchmark 15 Oct 2026
Score
35.3
Industry average 66.9
31.6 below average
Rating
3.07
Industry average 4.46
1.39 below average
Reply rate
—
Industry average 45.8%
not measured
Among ranked Home & Living companies
Only companies with enough recent, scoreable reviews are ranked.
47% of reviews positive, 52% negative
Covering November 2024 — 10 reviews, not the company's full review history.
Takeaway: Positive sentiment accounts for 30% of reviews in this period, with 70% negative and 0% neutral.
Share of theme mentions
Themes extracted from 600 analysed reviews.
Prioritized by observed gaps vs competitors
AI analysis
A card that is absent means no signal qualified, not that nothing is wrong.
Introduce a standardised pre-rental checklist that must be completed and logged digitally after every return. Each machine should be inspected for cleanliness, functional components (triggers, suction, spray mechanisms), cable integrity, and odour before being made available for the next hire.
Hire or dedicate a customer experience team to respond to all Trustpilot reviews within 48 hours, beginning with the backlog of unanswered complaints. Create a clear escalation path for refund and damage claims with defined resolution SLAs (e.g., first response within 24 hours, resolution within 5 business days).
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