“I placed an order and their site glitched and took me back to the basket as though I hadn’t paid. So I went through the process again just for the site to process them as two separate orders. Emailed straight away and called first thing in the morning to be told the can’t cancel one of the orders due to the labels being printed. Which is a ridiculous excuse to say you cannot continue process a cancellation. So to clarify nothing been loaded on a van they just can’t be bothered to communicate with each other to process this. I was then told once a tracking number is sent to me to try again. I don’t know why a tracking number makes a different when I’ve already given them an order number. Staff was also quite blunt and unhelpful. Pretty much telling me I need to wait and return the item which as we all know they’re fast enough to take your money but will take days to refund the amount back. Absolutely shoddy company using policies you’d expect from a scammers. My advice is only use them if you absolutely have no choice and only pay in stores avoid their online.”
“Very disappointing experience with Toolstation.
I placed an order expecting the advertised next-day delivery. Nine days later, it still hadn't arrived. I spent around two hours trying to resolve the issue with Royal Mail and, because the item didn't arrive when expected, I also lost a plumber's appointment.
Toolstation eventually arranged for the item to be sent to a local branch, meaning I now have to travel to collect something that should have been delivered to my home.
The biggest disappointment was the customer service. I was initially told that once the issue was resolved they could look into a goodwill gesture. When I followed this up, I was offered 10% off a future order. As I don't regularly use Toolstation, this wasn't particularly useful. I asked if the matter could be escalated, but was told there was nothing further they could offer.
I was also told that Toolstation doesn't guarantee next-day delivery, despite parcels being sent on a next-day service. If next-day delivery isn't actually guaranteed, I think this needs to be made much clearer to customers at the point of purchase.
I understand that courier delays can happen, but ultimately I paid Toolstation for the service and expected them to take responsibility when it failed. The delivery failure was frustrating, but the lack of meaningful customer service afterwards was even more disappointing.
I won't be using Toolstation for delivery again.”
“Address detailed , i was told it was wrong by Stuart the sarcastic customer non service guy, the address is where it is , never had this with Screwfix”
“Ordered a sink came damaged, returned it,picked up 2nd sink (damaged), returned it then picked up 3rd sink damaged. Had a refund in the end as booked plumber ( which had to be paid for) was told expenses not covered or the travelling as only book tradesmen when orders are checked. 3 TIMES”
“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.”
