Power Tools Direct Reviews

Name: Power Tools Direct
Address: Unit J1, Dominion Way, Rustington, Littlehampton
Rating: 4.57

4.6 Rating 13,410 Reviews

94 %

of reviewers recommend Power Tools Direct

4.6

Based on 13,410 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 78%
Accurate And Undamaged Orders	Greater than 94%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.3 out of 5
Returns & Refunds
Refunds Process	Very Easy
Returns Process	Could Be Better

Visit Website

Phone:

01903 776610

Email:

support@powertoolsdirect.com

Location:

Unit J1, Dominion Way, Rustington
Littlehampton
BN16 3HQ

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Power Tools Direct 5 star review on 12th May 2025

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I ordered an item on express delivery as I needed it quickly so I could finish a job. Express delivery is one to two days, and it still hasn't arrived 7 days later. I called a number of times and left messages and I managed to speak to two people who told me they would investigate and get back to me. They were both very polite and helpful on the phone but neither got back to me with any information. I'm very disappointed at the service.”

Helpful Report

Posted 7 years ago

Hi Jake, I am very sorry that your order was delayed. We did need to get an answer back from the carrier before we could give you your refund as it may have been the case that the item was still on its way to you. As it was found that the carrier had lost the parcel you have been refunded in full for the order. I am sorry for any inconvenience that this caused you

Posted 7 years ago

“Your delivery promise of 1-2 days is in fact a 5 day service you charge extra for”

Helpful Report

Posted 7 years ago

Hi Wendy, I'm sorry to hear that your parcel didn't arrive in the timescale you expected. I have looked at your order and it seems that you ordered after our shutoff time for processing orders on the Thursday. Since the carrier we use, like many do not operate on the weekends, your order arrived with you on the Monday as highlighted at the checkout stage

Posted 7 years ago

“Won't be purchasing from you again. Paid £7.90 for next day delivery. Our order from you arrived two days later!!!”

Helpful Report

Posted 7 years ago

Hi Ashley, I am very sorry it does appear that the order was delayed by 1 day due to the carrier. Unfortunately these things do happen very occasionally as the carrier processes are outside of our control. If you contact us directly we will be able to arrange a refund of your express delivery charge.

Posted 7 years ago

“The wrong item arrived. They then said could not send the correct item as they did not sell it, after taking the money for my order”

Helpful Report

Posted 8 years ago

“Paid extra for next day delivery and it came 4 days later. Also missing a part”

Helpful Report

Posted 8 years ago

Hi Paul, I am sorry to hear of your poor experience. It seems that the parcel was unfortunately sent on an incorrect service which was responsible for the delay. You have been refunded in full for the delivery and I am sorry for any inconvenience this has caused you. The missing part you refer to was unfortunately not part of the item listed

Posted 8 years ago

“I have not received the goods. Where are they?”

Helpful Report

Posted 8 years ago

Hi Adrian, I am very sorry about the delay with your order. The driver it would seem is unable to locate your address. Please could you confirm we have the correct address and provide further details of how to find the property and we will pass these to the carrier?

Posted 8 years ago

“I paid the extra for my item for fast delivery 1-2 days and it arrived 6 days later. I had to buy another tool as it was for a job reason why I paid for 1-2 days delivery. And now I'm stuck with the item as they wont refund until it's sent back and iv got to pay the delivery. Will never order from this company again or recommend them it was awful service????”

Helpful Report

Posted 9 years ago

“Ordered a back box cutter early May 2016. Used it once the guide shaft broke immediately. Reported it to PT on 25 May and have provide them with images and strangely my order information Twice. Still waiting for an urgent replacement. Not impressed”

Helpful Report

Posted 9 years ago

Hi Ken, I have looked into your case and can see that we have received your messages and have on 2 occasions replied with a request as to exactly which one of the backboxes was faulty so that we can send you a replacement, but have received no reply confirming this. Please send the information to support@powertoolsdirect.com and we can resolve this for you

Posted 9 years ago

“This is the first time that I have used power tools direct and it will certainly be the last! My order was placed on 22 May and, as you may be aware, in accordance with this company's terms of business, delivery paid for in addition to the goods value, with a promise of delivery within 48 hours. When I hadn't received the goods by 29 May, I called the company to ascertain why. There was no reply on their helpline, but I was promised that if I left a voicemail message they 'checked their voicemail regularly throughout the day' and so would be back in contact as soon as they did. I waited two hours for a return phone call and when none materialised, called them again - same voicemail, same promise. Still no call back! I called TWICE more and, on the fourth attempt and after eight hours of trying, I finally spoke to a member of staff, I explained the problem in detail and he told me that the goods had been despatched to my previous address, which we left some six weeks previously. Apparently their courier, UKMail had attempted to deliver, but as the house was unoccupied, had obviously been unable to and and, according to the powertoolsdirect person, there was the possiblity of re-delivering to my new address, but that this would incur another delivery charge - first time I have encountered this in years of direct trading! Apparently, the reason for the delivery fiasco was that I had payed for the goods by PayPal and the fact that my PP account still had the old address showing (because I hadn't fully informed my card issuers of my new address) this over-rode the delivery details that I provided on powertoolsdirect's own website. INCREDIBLE! He then promised to call me back with a resolution to the situation. When he failed to do so either that day or the next day, I called PTD myself AGAIN two days later. The PTD guy who I spoke to on that occasion very clearly couldn't give two hoots about me or my missing goods and told me that they hadn't received a response from UKMail, so this was probably the reason that the other guy hadn't rung back. However, paradoxically, he also informed me that they had received a message from UKMail asking that I contact them myself - once again, totally INCREDIBLE. I did so immediately and quickly and easily found that my goods had been returned to PTD! Understandably now completely sickened by PTD's laissez faire attitude and non existent customer care skills, I contacted PayPal and, when the above catalogue of woes was explained, they immediately suggested that the supplier was significantly in the wrong, raised a dispute, froze the payment and explained that I would receive a full refund once the dispute period had expired. So, in summary, a most unsatisfactory first encounter with this business and one which I have no intention whatsoever of enduring again. My advice would be that, unless you are prepared to put up with an administrative shambles, lack of apology for the mess that they create and a completely 'couldn't care less' attitude from unhelpful and unrepentant staff, then you should avoid buying anything from this business. The possiblity of the entire transaction going totally wrong simply isn't worth the the hassle, when there are so many other excellent online suppliers who know how to 'put the customer first'.”

Helpful Report

Posted 9 years ago

Hi David, wow that's quite a story! I am sorry to hear that you were unhappy with the service. Our story is fortunately a little shorter. The order was placed via your PayPal account which you had unfortunately failed to update with your current address. Hence the delivery was attempted to an empty house and consequently returned to us. In these cases we must wait to receive the goods back before offering a refund. I would advise updating your PayPal account as soon as possible to avoid the same issue with other retailers.

Posted 9 years ago

“Sent wrong product and did not return call to customer services.”

Helpful Report

Posted 9 years ago

Hi Julie. I'm sorry to hear that your experience was not ideal on this occasion. I have looked into the case and it seems that the product was correct, but the manufacturer had changed the livery and we were still showing the old picture on the site. We do always try and phone back customers that have left a message with us the same day, but we did experience a very busy period after the bank holiday which may have meant we simply ran out of time on the day in question. I am sorry for any inconvenience that this may have caused you

Posted 9 years ago

“Delivery not on time and very poor customer service received”

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Posted 9 years ago

“I requested an auger bit extension sincerely believing that twould be what I would get. But I am sent an extension for a flat wood bit. Your wording is confusing to say the least. To top this it took 11 days for the wrong tool to get to me. UK mail say they attempted 3 deliveries with varying excuses. We are builders on the delivery site address 10 hours a day. Never once was a calling card left. I eventually collected the consignment from the Slough depot today 11/05/2016. You can imagine my disappointment at seeing the what was totally inadequate after 11 days of waiting. I shall be returning this tool to you. SJ Clark”

Helpful Report

Posted 9 years ago

Hi Stephen, I am sorry to hear that you were unhappy with the service. The item was dispatched on time from our warehouse but it would appear that the courier was unable to deliver to the site for some reason. This is often the case for a site as couriers cannot always spare the time to locate a person to receive the delivery if it is not clear, so I do apologise for this. With regards to the item received, this is Irwin's description of the product, which is an extension for their Auger range that has a 1/4inch hex fitment, the same as their flat bits. It is sometimes difficult when ordering online to be certain of what the image and description is showing and hence we would always advise calling to confirm before ordering if there is a possibility of multiple fitments. You are of course welcome to return the item for a refund and I am sorry for any inconvenience you have been caused.

Posted 9 years ago

“Bought a yellow tint spray from them, didn't work correctly so spoke to power tools direct who had no interest in helping at all! Avoid at all costs......”

Helpful Report

Posted 9 years ago

Hi Kevin, I am sorry to hear that you were not happy with the service. I understand that the issue was not necessarily with the product itself but potentially with the application you were using it for. As such we requested that you contact the manufacturer first to ensure that we did not just send you a replacement that would have reacted in exactly the same manor. This is standard policy with such an issue that is not necessarily an issue with the product

Posted 9 years ago

“Ordered product 9th feb on 5 working days delivery. money taken out of pay pal same day. No sight of product to this day!, having phoned 20th Feb said they speak to warehouse monday, not got back to me, phoned 23rd feb left message on answer machine not got back to me don't know happening no update or nothing!”

Helpful Report

Posted 9 years ago

Hi Peter, I am sorry to hear that you are not happy with the service. As the order was selected for an untracked service we don't unfortunately get any further notification of its status after it has been shipped. Your order does appear to have gone missing and we did respond to your requests via email requesting confirmation of the delivery address. This is our preferred method of contact, as it ensures that all parties can see the history of a case. As a period of 14 days has now passed since the order was shipped, we have today arranged for a replacement to be sent to you via a tracked service, which will hopefully be with you shortly. I am sorry for any inconvenience this may have caused you

Posted 9 years ago

“unable to supply goods ordered”

Helpful Report

Posted 9 years ago

Hi George, looking at the history of your order I can see no issue with the supply of the goods. As explained you did select the 'collect from store' option at checkout, presumably to avoid shipping costs and hence this is where the goods were sent pending collection.

Posted 9 years ago

“delivery took forever”

Helpful Report

Posted 9 years ago

Hi Anthony, I am sorry that the service was not as you expected. We did advertise that we were closed over the entire Christmas break and not back to process orders until the 4th Jan. You ordered on the 30th Dec so if you have received your item now, then it is within the 3-5 day service chosen I am afraid

Posted 9 years ago

“Item not yet been delivered”

Helpful Report

Posted 9 years ago

Hi Ernest, your order was placed late on the 22nd Dec and we did dispatch this on the 23rd on the 3-5 working day service that you selected. There is a limited carrier service over the Christmas period so your parcel may well be delayed, but it is only the 2nd working day since you placed your order I'm afraid

Posted 9 years ago

“Ordered a product, says I've received it but I haven't. Contacted the support line and still no corespondent. Gave up and shopped elsewhere!”

Helpful Report

Posted 9 years ago

Hi Kora, I am sorry to hear that your parcel was not delivered to you by the carrier. We do normally have to identify exactly where the shipment is before we can send a replacement as these things are often just mis-routed and get to the correct address in the end. However on this occasion we sent a replacement to you yesterday which will hopefully be with you today. I am sorry for any inconvenience this has caused you

Posted 9 years ago

“Worst customer service I have ever experienced ! Having purchased an item for the grand total of £9.20 inc vat and after not receiving my item in the 2- 3 days delivery time I contacted customer service after a week. I was advised that I would have to wait a further 14 days before they could initiate a claim with Royal Mail. In the meantime I have paid but have no item and god knows when and how long it would take for a claim to be settled, before they finally would send me a replacement item which quite frankly I no longer want having purchased the same item from a more reliable source . So much for customer is king folks !”

Helpful Report

Posted 9 years ago

Hi Peter, I am sorry to hear that your parcel appears to have been lost by the carrier. It is unfortunate that with the untracked service Royal Mail do very occasionally mislay parcels which can delay them quite significantly. These parcels do normally arrive at there destination eventually which is why we need to wait the 14 day period before we can offer a refund. I see that your shipment was over 14 days ago and you have now been refunded in full. i am sorry for any inconvenience that this has caused you

Posted 9 years ago

“You let me down big time.i still not recived my item.”

Helpful Report

Posted 9 years ago

Hi Mircea, There is no record of an issue with your order currently noted with the support desk, so we have not had a chance to resolve this as yet. Please contact us via phone or the support email and we will resolve your issue

Posted 9 years ago

Power Tools Direct is rated 4.6 based on 13,410 reviews