Toolstation UK Reviews

Name: Toolstation UK
Rating: 3.68

3.7 Rating 701 Reviews

66 %

of reviewers recommend Toolstation UK

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Metrics

3.7

Based on 701 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 75%
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 was sold an empty bottle of gas. Returned to store refused to replace or refund. Tried to phone customers service. Hopeless!!Emailed got a lovely reply wanting my address. This i did . 2 months later nothing despite more emails, This is not a company to trust.”

Helpful Report

Posted 3 years ago

“Terrible customer service!”

Helpful Report

Posted 3 years ago

“Ordered a torch, never collected it because I realised mine only needed to have the rechargeable battery only so didn't need to buy the whole torch. Rang customer service twice a week apart to cancel and was promised a refund but nearly 30 days now and still no refund. I will be asking my bank for a charge back or take them to small claims court.”

Helpful Report

Posted 3 years ago

“What's your home address? I just want to buy the spanner please. What's your home address? What? We can't sell you a spanner for VAT reasons without having your home address sir! What? I just brought a sandwich whilst in Sainsburys and a USB pen at PCWorld but they didn't need my home address so are they acting illegally? Well we can only authorize a purchase with your home address or we have to go and get a manager to create an over ride code! We don't use if for marketing or alike! OK then what do you need it for then... You know what mate... Keep the spanner and I'll stay off of your pathetic mailshot campaigns (because why would you need my address if you are never going to use it you plonker!)”

Helpful Report

Posted 3 years ago

“For 2 months I have been chasing a refund for an item that was never delivered. All head office (who are unreachable but phone) and store staff can say is “we can’t do anything because it’s showing as being refunded. I have not received the refund so it looks like I will pay £70 for nothing. Don’t use internet service it very poor with no customer service back up. Staff must still be working from home due to vivid measures???”

Helpful Report

Posted 3 years ago

“I've been into the Diss branch twice now. Had to wait quite a while to get served even though there was only one other customer in there. When I did get served it took ages for them to process four items! On the second visit I was charged for a box of screws I didn't have. Didn't notice this until i got home and put my glasses on (very small feint print). Had to drive back to get a refund, 3/4 hr round trip + fuel! I will perhaps stay with screwfix.”

Helpful Report

Posted 3 years ago

“Bought 2 packs of reed screen today when I took one out of the package most of it fell apart I should of took it back straight away but I was eager to finish a job I had started and I thought maybe I would try to paint it to see how it looked I used dark oak shed paint which I also purchased from here but even after painting it still looks cheap and nasty I'm really disappointed with the quality its really bad the worst I ever bought but as I've painted it it's to late to to return one pack but I will be returning the unused pack I would definitely not recommend buying this item”

Helpful Report

Posted 3 years ago

“Terrible experience. I placed an order for some Wessex LED GU10 bulbs online (14/09/21). After placing the order, a message appeared on the screen "The order was not valid please try again". So I did and I obtained the same message. However, I then received a text notification from my bank for 2 separate payments taken by toolstation for the 2 purchases (£5.98 x2) but I didn't receive any confirmation email. Why was the money taken? I immediately went into the toolstation store in Huddersfield and notified Vicky the manager and showed her my banking app and evidence of the 2 payments. She called customer services and they stated I would recieve a refund after 2 days, she wrote this on the back of my receipt for the bulbs I then purchased instore. 1 week later I have recieved nothing. I went back into store today and the store assistant called customer service again and I was once again fobbed off. I just want my money back!!! Why should a customer have to chase after their stolen money??? Sort it out toolstation!!! You're the ones who had a system problem on the day of my purchase. GIVE ME MY REFUND.”

Toolstation UK 1 star review on 21st September 2021

Helpful Report

Posted 3 years ago

“Awful customer service from Simon the Director! Was at a Toolstation the other week and was served by Simon the Director. He said he was helping teach the other staff in branch when we spoke. He got my order wrong, wasn't wearing a mask and was spitting a lot when talking, had ketchup or blood on his tie & was swearing at other staff. I was shocked! I walked straight out and went to Screwfix. The item was cheaper and the service was amazing. Seems like Toolstation isn't a great place to buy or work. Avoid! Thanks. Billy Hawkins”

Helpful Report

Posted 3 years ago

“Wrong item sent. 30 minute wait on phone. 3 day wait for email response. Tweeted and response within few minutes asking for order number and address. Sent order number, response we do not recognise that order number. Sent photo of invoice and they found it and did arrange for right item to be sent. Why are they only efficient when posted on a social media site that can be seen by anybody. They then asked me for a review, received a response that it did not meet their guidelines and so unable to post. Their customer service is terrible and lots of items are not in stock. Used to be a good company but have sadly gone downhill recently.”

Helpful Report

Posted 3 years ago

“Customer service are in the bygone days unable to help with any compensation to clean my garage caused by burst tubs of wood paint ordered on line which were not packed correctly which the local depot said they are having the same problem all the time never again”

Helpful Report

Posted 3 years ago

“Appalling, ignorant, obnoxious, rude and awkward staff at the Boston branch with perhaps one exception. Deliberately refused a refund on an unused/unopened item as the 'manager' didn't like my face with the excuse that they don't take items back if they're unwanted so quoted the UK Consumer law to her then she decided they didn't have any cash! Kept me standing there 40 mins even though I explained I'm disabled with knee problems just to satisfy some sadistic quirk she has. The nicest thing to say about their 'friendly and helpful staff' is that they are the most horrible and repulsive people I've ever had the misfortune to encounter.”

Helpful Report

Posted 4 years ago

“Really bad experience. I made on order online, got e text message saying it’s ready for collection and when I went to collected they said they only have one. Time consuming. Unhappy builder.”

Helpful Report

Posted 4 years ago

“Ordered materials for a job on Friday 23rd June and paid the extra for Saturday AM delivery, it’s now the 27th June and no sign of any materials. Don’t waste your time or money with this company your better of going to a reputable company if you want good service”

Helpful Report

Posted 4 years ago

“The guy at the counter was not helpful at the bradford station. He was very rude and not helpful and kept referring me to the catalogue and said I'm busy and can't help every customer. I would never go back there again or recommend it anyone. The service at screwfix is much better.”

Helpful Report

Posted 4 years ago

“They still list items as being in stock when they're not. They take your payment and then cancel your order, yet don't process your refund for days. I paid almost £600 for two air conditioning units for my children's bedrooms, but now cannot buy elsewhere as I'm still waiting for my £600 to be refunded back into my account. I will never buy from Toolstation again, their customer services basically told me it was tough luck, and I'll get a refund when it goes through, but if that's not for the next week then that's not their problem. It's a shame, I've spent a lot of money with them up until now, but I won't give them another penny after this. Don't pay any attention to the amount they say they have in stock, the customer services rep told me it's never correct, this is a common problem and the company have to cancel orders all of the time.”

Helpful Report

Posted 4 years ago

“Don't expect your product within stated times as it's just a "guide". I made order for a Monday and no sign by Thursdays. Contacted each day to be told it would be delivered that day. Gave up in the end and asked for refund, but they have to wait to get the product back (although it was never received) until they process refund so I expect refund in a year or two 😂. Absolutely hopeless yet quick enough to take your cash 👍. Steer clear”

Helpful Report

Posted 4 years ago

“Placed a big order for next day delivery, small items arrived next day but not the big tools, they were meant to arrive 3 days later, they didn’t! Yet when I phone toolstation I was told someone had signed and accepted delivery. 2 days later toolstation confirmed the tools were still in a warehouse and delivery had not been attempted. After many phone calls with supervisors the tools had still not arrived after 10 days so a refund was given. During this process I had to cancel a job because I needed the tool that should have been delivered and then I wasn’t allowed on site because of site regs that the other tool met. I was assured that a good Will gesture would be made for the lost revenue I encountered……nothing! I don’t complain to get free stuff but when I’m losing hat just takes it one step to far. Will not be recommending them to anyone in the future.”

Helpful Report

Posted 4 years ago

“They find so many ways to get it wrong: A 100% failure to get it right based on the three times I used them. 1.Ordering via the Toolstation website. The box arrived, the most expensive of two items was missing from the box. 2.Went to collect six tubs of magnolia paint; one of them was clearly labelled as a being of a different colour. 3.The 'Filler Saga': Filler not available at local Toolstation store. Please order it in. It will be here next day. Late next day went to collect, but it was not in. Gave it a week and visited ToolStation again. 'Ah yes, it was here for you last week' says the staff member. Not according to 'Oz' who had served me that previous Monday who had checked the electronic inventory display AND the shelves and the order wasn't in. A week later had they ordered it in? Had itarrived? Of course not!. ToolStation tried to palm me off with 'Tile Grout' instead of what had been ordered. It takes a special kind of skill for Toolstation employees to be so useless: Can they not read the labels?, were they unable to read the product 'code' number?, not check the 'bar code'?, nor even get a grip on the 'colour coded pot lids? (Apparently the ToolStation supplied tubs of 'Filler' have a blue lid, whereas the 'Tile Grout' tubs have a mauve coloured lid.). For ToolStation to get it wrong once can be written off as an 'accident', for ToolStation to get it wrong twice begins to look like 'carelessness'.For them to get it wrong three times in a row everytime I have I used them, begins to look like systemic poor quality USELESSNESS. How can they not even read the labels on the products they sell? How can they deliver a '100 per cent failure to get it right' ? I will not waste my time with ToolStation again. Please learn from this now 'ex-customers' experience; I found ToolStation service to be sloppy, inefficient, time-wasting , lacking attention to detail and with personnel whose core skills (label reading) are missing. When the ToolStation staff member asked 'Would you like me to order the filler for you again'? After multiple journeys to collect what I had ordered [and paid for in advance] I requested a refund instead. I have 'voted with my feet' , I will NEVER USE TOOLSTATION AGAIN . Disappointing performance and failure to 'get it right' every time .”

Helpful Report

Posted 4 years ago

“Purchased a lawnmower sku45043 £129.99 took it back in 1 hour and they refused to accept it they told me I had to contact Hawksmoor and get courier to pick up and after several weeks of checking lawnmower you might hit lucky and get refunded moral of story is you can't exchange them even if there broken so avoid this trauma unless you want to pay for something you can't use....all mounting bolts were split if it comes off deck it's no longer a lawnmower more like a rotorvator.”

Toolstation UK 1 star review on 29th June 2021

Helpful Report

Posted 4 years ago

Toolstation UK is rated 3.7 based on 701 reviews