Toolstation UK Reviews

Name: Toolstation UK
Rating: 3.66

3.7 Rating 710 Reviews

66 %

of reviewers recommend Toolstation UK

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Metrics

3.7

Based on 710 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 35%
Accurate And Undamaged Orders	Greater than 76%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Under An Hour
Customer Service	3.2 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Toolstation UK 1 star review on 18th December 2024

Anonymous

Toolstation UK 1 star review on 28th February 2024

TAKA

Toolstation UK 1 star review on 23rd February 2024

Charlie

Toolstation UK 1 star review on 1st January 2024

J RONCHETTI

Toolstation UK 1 star review on 27th July 2023

LEJ

Anonymous

Anonymous // 01/01/2019

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

“I have been waiting over 2 weeks for a refund, absolutely disgusting. Use Screwfix they are much more efficient.”

Helpful Report

Posted 5 years ago

“Went to Bootle (Liverpool) store after ordering an electric shower (£189.98) on 3/7/20, went to pick this up the following day and was told it was out of stock. They stated they had left a voicemail which I didn't get, they did however send an email to confirm it was in stock. The young lady at reception said again they had no stock and they have refunded back onto my card (still not received refund 14 days later). I went back onto their website that day (1 day after ordering) and they were showing 2 showers in stock at a higher price of £239.98. It look like they did not want to sell at the original price and used the 'out of stock' as an excuse. Sent emails to customer service (if there is such a thing) 4 days ago and still no reply. I will need to contact my bank today to see if they can authorise returning my money, could be that Tool Station are having cash flow issues and keeping hold of your money. All I would say is KEEP CLEAR of Tool Station, they are a joke company”

Helpful Report

Posted 5 years ago

“I ordered and paid for £120 of paint for a job on next day delivery. 9 days later, no paint and no response to emails or socials. Lost 2 days work. Diabolical.”

Helpful Report

Posted 5 years ago

“Went to Bridgend branch to collect my order, i joined a queue outside the store after waiting 5 minutes in the queue we were growled at by the female counter person, and told that we were all queuing incorrectly. They need to lay out the queuing lines correctly. When i got served, they lost my order, what a performance to find the order with lots of barking of orders at the other staff. I find this store the most disorganised and the staff very unfriendly. I would advise to avoid this store.”

Helpful Report

Posted 5 years ago

“went to penzance store on saturday 11th July to get a charger for a dewalt circular saw. Immediately the tool station advisor seemed unhelpful. He told me to take a toolstation brochure and have a look and come back. I understand that it is under covid 19 arrangements - there were no customers there at all. Having poor eyesight for reading i returned asking if fast charger was the only one on sale. his reply - 'i dont know' - he clearly did not want to help. i asked if there was any one else in the building who could help me. Reply - no. What a shame that his response from the first moment to that last was totally unhelpful - clearly has no understanding of customer relations at all and a poor salesman for toolstation.”

Helpful Report

Posted 5 years ago

“Ordered a diamond wheel wet cut tile cutter on a Tuesday when I needed it for a job on Friday, FREE next day delivery. Low and behold by Thursday afternoon the item had not shown and tracking on the Parcel Force website just showed "To Be Advised". Rang customer services at Toolstation and waited over 22 minutes just to speak to some one, only to be told exactly what I already knew and that to expect delivery Friday, if thats not good enough, refuse delivery and when Toolstation get it back they will refund me. Whats the F**KING point, I needed the tile cutter, now I have to go and find a store with one in stock and waste more time.”

Helpful Report

Posted 5 years ago

“If I could give a zero I would, store in Barry is a joke,paid for items but one item was missing from order manager told me I couldn't have items that arrived until all the order was complete even though the electrician I booked was due the following day (goods turned up 2days later than date shown for pick up after I paid ) I told the manager I had paid for them so legally they were mine he then disappeared for more than 30mins and said I can't let you have them as it messes up my stock levels, How I've paid for stock,stuck to my guns and after an HR he eventually let me have my order and wrote on receipt one item to collect ,we them had lock down oh my days I then went to pick up missing item which I did not need but couldn't have a refund, so on Sat I went back with said item plus receipt and asked for refund again off he went with the phone came back with receipt and said you've been refunded I asked how as I have item and receipt as the queue by now was big and he wouldn't listen I left,has no CS or management skills and definatley no common sense ,I now have 3items receipts for and don't need them....will never shop here again...explains huge queue at Screwfix opposite where you always get a great service!!!!”

Helpful Report

Posted 5 years ago

“A product has been delivered 3 times and on each occasion was found to be damaged when opened. On the 4th time phoning back to advise them of the damage I was told that they could not help further and hung up the call. Now I cannot get through and zero response form emails and tweets. Toolstation have my money and do not seem interested in replacing the damaged item.”

Helpful Report

Posted 5 years ago

“Absolute rubbish service to a long standing customer who has now learnt his lesson. Refused a refund unless I went to the store to collect cash and take the item back. I did as requested but Toolstation then refused to take back the item (miiror light) because it was too large to fit in a refund tray for which Toolstation have determined a size for (No advanced warning). So again, now refused a refund until they collect it from me which is a complete reverse from saying I had to take it to the store - and gues what?...I then have to go back to the store to get the refund. Shame on you Toolstation, you are a disgrace and my view is that you are capitalising by retaining cutomers money for months simply because you have not enough staff to process refunds due taking advantage of government funding and reducing staff levels that would help customers refunds but keeping those that process sales to benefit you. Screwfix service has been quite the contrast and that's where my future business shall go.”

Helpful Report

Posted 5 years ago

“Total scam artist Ordered and paid but no delivery no confirmation of order Tried to get refund and guess what no refund yet (nearly a month. Tried to get refund via PayPal but PayPal is protecting the large companies I then reported to bank I finally got to speak to their so called customer service and the amazing thing happened They(Toolstation) actually said that if I close all resolutions (so that Toolstation does not get marks against them they will give me my money back That is blackmail I have been advised by my bank to report them to ACTION FRAUD IF ANYONE HAS OR IS HAVING SIMILAR PROBLEMS CONTACT THEM IT IS TIME THAT THESE LARGE COMPANIES ANSWER FOR THEIR ACTION ACTION FRAUD TELEPHONE NO 0300 123 2040 Still waiting for refund PLEASE DO NOT USE THIS COMPANY”

Toolstation UK 1 star review on 21st June 2020

Helpful Report

Posted 5 years ago

“Fuming with this company that have costs me heaps in extended labour costs. Ordered several items last week under the belief it was next day delivery (as stated all over their website). A week later they still havent despatched. Happily took my money but unable to respond to messages. Have been completely ignored. Incompetent liars that I will NEVER shop with again and would advise others to avoid”

Helpful Report

Posted 5 years ago

“Re: QWW373395622 Part delivery received today 15th June Waiting for Wood Protective Treatment 5L Dark Brown - (41022) Unable to contact them, project on hold now”

Helpful Report

Posted 5 years ago

“Placed an order for a couple of items, for delivery, one part turned up, nobody informed me that the other item wasn't coming. After 2 live chats saying they'll chase and call me with an update, then 3 phone calls later one and a half hour phone calls, the best they could do was refund me with a £10 'Good Will' gesture which I had to ask for! Just checked my account, and all they have refunded me is the level set. Brilliant”

Helpful Report

Posted 5 years ago

“Ordered some staff from Norbury Toolstation, received sms that it is ready to collect, when coming to pick it up they are saying not in stock , sorry... happened so many times before, also once they called to inform that my order is out of stock, but they can not refund automatically and I have to spend my time to visit their store i order to get a refund. Disgusting service, never buy from that shop again”

Helpful Report

Posted 5 years ago

“Ruislip branches waiting for my order about 45 min.... shame, never use again Order QWW366121830”

Helpful Report

Posted 5 years ago

“Beware of this company and their robbing behaviour!! I returned a few items as wrong size, as they didn’t have correct size in stock they had to order for delivery, I asked if there was a delivery charge and was told NO. It was all put through and not given a receipt due to the virus. On way home I realised I paid far too much for items so returned to store to clarify, only to be told I paid £5 delivery and gesture of good will I could have a credit. Next day I needed more items so used the credit towards all the new items plus more. I’ve tried now to return left over unused items to be told I can only have £6 back from £16 worth of items because of the £5 credit note. Effectively stealing £10. I have also been up on a daily basis wasting huge amounts of travel costs due to being told different things with rules changing each time I go. No it’s not a lot of money but it is to them if they do this to a lot of people. This in my book is nothing short of conning and theft.”

Helpful Report

Posted 5 years ago

“Been trying to trace my order all week nothing. They put the wrong tracking number in, can't get a response from phone calls or emails and on social media just keep getting asked to DM my order number which I did days ago still no response! Go with screwfix less hassle contactable and faster delivery!”

Helpful Report

Posted 5 years ago

“Now I know why their called Toolstation! After 2 whole months and 4 emails I still had not received either goods or a refund. Eventually I get an email saying that my money from two months ago will be refunded to my card in a few working days, and not even an apology! Absolutely despicable service. Avoid at all costs!”

Helpful Report

Posted 5 years ago

“Two of my recent orders were tracked to Hatfield depot. They seem to stay there for a few days and then just disappear. And the tracking number becomes invalid like it never existed. Another order i placed for click and collect, waited for confirmation that i could collect, didn't hear anything for days. After 40mins trying to get through to customer services, they just said we forgot to tell you it was ready for collection.. ****AVOID***”

Helpful Report

Posted 5 years ago

“Leave well a lone take your money and don't send the goods Terrible company”

Helpful Report

Posted 5 years ago

Toolstation UK is rated 3.7 based on 710 reviews