Fat Llama Reviews 

I signed up to Fat Lama first time today because I needed a piece of equipment urgently for tomorrow. I didn't realise (but of course this has to be in place) that there is a verification process for new accounts and it takes time for them to be reviewed. I was nearing the pickup time and kept refreshing to see if verified. I then e-mail customer service to beg them to review my account immediately if possible so I can pick up the equipment in literally 1 hour. To my delight they replied right away and actioned my request. My account was reviewed and I now have what I need for tomorrow. How lovely is that!! Customer service like this makes a difference between a good company and an exceptional one! Big thanks to Linn from customer service!! :)

Appalling customer service, almost non-existent support for customers and renters. They just ignore you, hold up confirmation without explanation, and charge exorbitant fees all in the name of 'protecting the renter.' However, all it does is cost us money—over £500 in lost rental income to date because of this mess of a company.

I had a wonderful experience with Louise. She was very attentive, caring and genuinely interested in helping me today throughout the entire process. It’s a shame I could only give 5 stars, she really deserves more!

Crap customer support. They cancelled my already verified purchase then when I resubmitted the docs - nothing.

Now the window of time to collect the item I needed for the shoot I have tomorrow is passed. It makes no sense, I already rented something from them today, was already verified today so what's the damn issue.

Now I've lost money, and have to cancel the shoot and I'm just overall pissed. You can't even call anyone in their office - it's BS.

Thanks for nothing.

useless support very poor website and app, when i explained this to customer support they closed my account. shows how poor a company is when they dont even reply to these commets, good or bad

- bad customer service
- unnecessarily lengthly verification process
- arbitrary value limits on rentals which do not make sense and are not explained

Don't waste your time.

Just useless. Website frequently doesn’t work, the app is terrible and the support if a rental goes wrong is non existent.

Add to that a 25% fee for the lender AND a 25% fee for the borrower.

Fat Llama are a middle man and a greedy and useless one at that

The website link I was sent by fat llama failed to get through to this page, which is indicative of the fat llama web site, a bit buggy.
Otherwise it's a great idea to borrow tools etc. from local people.

I can only assume these reviews are fake.

This is truly horrendous service, run entirely by clunky algorithm with zero customer service. Having already paid for service I have been unable to pass verification despite proving proof o f payment, official documents (passport and DL), and social media verification.

The information requested exceeds what can be reasonably requested under GDPR , and I expect this is data capture trap as much as it is peer to peer lending service.

The complaint service is run by a chat bot, which is constitutes a serious breach of statuary/consumer rights.

I will not only be going to financial ombsuman, but referring this to correct authority for possible data fraud.

Absolutely useless and broken on both the web version and the app... and then they charge you for having such a bad service.

It's taken me forever to take the plunge and list my items for rental on FatLlama but having done it last week, I've already had two rentals and the process has been near seamless.

The only main issue is the app seams to be rather basic. There's no real settings and a major flaw seems to be the lack of notifications for messages? Maybe I'm missing something but they'll text you (constantly) to remind you you have unread messages but even clicking the link in that text leads you to the website - feels like they're missing a trick in making the app more useable (but maybe majority of use is on desktop and I'm an outlier).

Anyway, apart from that, really great concept and seems to be executed well. Look forward to using it more!

I rented a camera from a lender. The camera wouldn’t work, good thing I tested it before going for this major filming event. I immediately notified the lender and she apologised, I returned the camera and cancelled the rental with Fatllama.

First they gave me the 48hr cancellation rule, as this was less than 48h and reason for cancellation genuine.
I contested and they required evidence of communication with lender which I sent and lender even confirmed the cancellation.

Fat llama still haven’t paid my refund despite even the lender emailing them again confirming cancellation.

Disappointed by this fat llama.

I've been using Fat Llama for several years now, with complete confidence in their service and support. Over time, they have continued to refine the way they work, which has only given me more confidence that they care about what they're doing. Such a great, and important service — sharing items is SO much better than buying them!

The app doesn't work and the commission they charge is insane

Great people, safe place where rent. se siete italiani fidatevi perché non è una truffa ma anzi si trovano proprio delle offerte

Fat Llama's customer support team were quick to respond and solved the issue in minutes, really impressed! I've been on this platform since 2017 and often recommend it to clients, friends & family.

The customer service is awful, beware. No phone number - instant red flag. Prepare for all your emails to be ignored or answered by bots (or if they are people, they can’t read and consistently miss the point). Waited over an hour for live chat and even then they replied and took 20 minutes to continue responding. They never apologised for any inconvenience and honestly it didn’t sound like a real person on the other side of the chat! Sketchy vibes.

Very poor communication and service. Impossible to get in touch with a human. The verification process is a nuts , which I understand from security perspective is essential. But when you submit all the information about your identity, company , card details , etc it’s still not verified.
They have let me down twice. Very disappointed with them. I do not recommend using them. Waste of time, energy.
They say verification process takes from 10 minutes up to 1 hr , but in my case it’s a 3 day and still no luck.
Awful service!

Very poor service !
Fat Lama put me down twice just because they can not verify my identity/ account despite that all my company /personal & employee information is available online.
I have spent twice 2 days trying to resolve the issue , but they simply don’t care. Their policy stating that verification takes from 10 minutes up 1 hr, which is not true. Communication is very poor and slow.
Such a waste of time. They take your money first , then when your account taking time to be verified and still do not verified , you have to spent another few hours to write them emails to ask for a refund, because they simply letting you down just because the service is so slow with the verification.
When finally someone get in touch with me with that verification have been confirmed and that my account is now available to rent , I made an attempt to rent a lense for my project. They have cancelled and made account is again pending for approval. Simply with no explanation and no reason.
I do not recommend using them. What a shame and poor service .
Very disappointed and won’t recommend them to anyone.