TERRIBLE !!
My prospective employer has sent a couple of requests for a work reference over a week ago and have had NO response !! IN my opinion,companies can't be bothered to give references directly so use this company to do the donkey work on their behalf.
It seems like quite a hassle. Have you tried contacting your previous employer to follow up on this? It might also be worth reaching out to Reference Hub directly to check on the status of your request.