“I went to the Toolstation today Sat 20 Jun 2026 to ask about some produc in Toolstation of Unit 7, Hanover Trading Estate, 1-3 North Road, London N7 9HA. The big and thick guy with beard and his worker were very rude and disrespectful. I think they are mody and they probably deal with customer differently. The thick and big guy should never ever serve at the counter because he is temperamental and always full of him self, showing no respect what so ever. I will never ever go to this store again. Why can't they be just be polite and courteous?”
“Went to the Llanishen store to buy some external leak sealant. When I got there they had sold out. Asked when more was coming and they said they didn't know and weren't very interested to find out. Went to Screwfix and they were also out of stock but ordered it to arrive at branch the next day and they text you when it arrives. Toolstation need to wake up.”
“Overall, I experience good service from Toolstation so when they delivered the wrong screws for a job and left me in a bad situation I thought they would make a real effort. That's how I approached the call to their customer service team. I was so wrong. The correct item was now out of stock locally and for delivery but I told Stewart (agent) I had found some.....could that store please send them to me? The answer was no. OK.. I asked Stewart if escalating the request to the complaints department was possible he informed me Toolststion has no such department. I couldn't believe that was true so I asked where their head office was. "It's in Bridgewater, said Stewart, but they can't help you, there's no reception, it's just a place we hot desk from". I asked a couple of other things, thanked Stewart and went to a rival retailer where the screws I needed were much more expensive and I'm nearly £75 out of pocket. Here's the catch. Now I can sit for a second the Toolststion website has multiple comments routes....you can web chat, a separate number, a complaint form and a physical address. They even say they will prioritise urgent complaints. Mistskes happen and I expected a quality response but instead I got fobbed off with excuses and (let's say) inaccurate statements. I was disappointed and out of pocket but now I'm more upset a the phone experience than the £75. You really failed today Toolstation.
Genuine experience order no. YWW427029357”
“I ordered a disabled safety rail that was necessary for my elderly wife, Who has had a stroke, to be discharged from hospital. When I place the order they promised it would be ready for collection next day. Today is the next day and there is no sign of it. When I call them, they are extremely unhelpful and tell me it will be ready for connection the next day. Which is what they said when I ordered it. When I asked to speak To a manager that can sort this out, they told me they would respond within forty-eight hours. Maybe hard to believe, but that is Toolstation. My wife remains in hospital until I can source an alternative.”
“Very difficult to cancel or amend an order. Customer Service takes 3-4 days just to respond. Incorrect Email Addresses provided. Online chat times out waiting for a person after 2 hours. Very long waiting times for phone calls and limited hours.”
“Industrial Spray Paint 500ml Quick Silver
Silver spray paint from Toolstation Chorley...I used this paint on my motorhome wheel trims, fantastic fast drying paint, easy to apply, brought them up like new. Great value, highly recommended”
“Good products ,awful delivery using 'evri' my delivery has been sat in evri's depot for days, toolstation promote next day delivery .... evri do not agree, lucky if you get it within a week”
“Ordered some trousers online, these didn’t fit. But the returns are arranged pick up only and costs £9! This aspect is not stated on the returns instructions in the parcel. So for some £32 trousers not great.
Avoid Toolstation or stick to collection orders only if you have to, so you can return in store.
I will shop elsewhere now. Shame”
“Took my money no communication I contacted them which is quite difficult to start with told them it to cancel the two parcels which was ordered a week apart neither had been delivered after quite a bit of the person not understanding and not able to read she agreed to cancel and this was confirmed later via email next day both parcels turned up together even though their order dates were a week apart tool station are refusing to arrange collection of the items tool station are refusing to give me the address so I can return them or any contact details so basically stole my money”
“Bought zero ultra powder wasp nest killer foam jet 23/08/25 recommended by assistant Hainault store to treat wasp nest under facia board, told it works well, assistant said may take various applications to kill all wasps use whole can, let him know how it went, did not work what so ever, explain back at store told could not refund because can was now empty to check contents by store manager, phone customer service, same reply, explain assistant said use whole can for treatment, no refund, will not use Toolstation again.”
“Went to Telford Way today struggle to get some buckets that were stuck together left two out for another customer staff was very abrupt and said put them back went somewhere else”
“Took delivery of evolution R255TBLX+ Table saw this morning. Very impressed with the service, ordered in store on Monday, arrived early Tuesday. I have wanted this table saw for some time but it was always out of stock. I am looking forwards to using it, as soon as I have finished assembling the stand. The build quality is immediately obvious when you open the box.”
“Parcel Force failed to deliver my items and lied about delivery stating that one pacel had been delivered and that the other was rejected by ourselves the following morning at 7am. Toolstation investigated and it turned out that Parcel Force had lied and our packages were damaged and destroyed. After several complaints to Toolstation.... two separate agents offered to resend the order, these never arrived. I had to make a separate complaint just to get my order resent. I am still waiting for delivery after 5 days. An absolutely shocking service with no responsibility for customer care let alone the days of work I have lost.”
“Had an issue with a cheap lawnmower under warranty. Customer services didn't want to know. I got blamed, ignored and fobbed off. I have spent thousands over the years with them. They appear not to care anymore so I'm closing my account.”
“I ordered a trailer with a 3 day delivery window, 9 days later it arrived, 3 companys were involved but I paid toolstation so I expected them to sort it out, I lost 3 working days and a ruined camping weekend, toolstation were not interested in a small amount of compensation for my inconvenience, If I could give no stars I would, from now on I will always go to Screwfix no matter what the price”
