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

“Beware Toolstation policies on returns - I recently purchased an Einhell Water Pump to help with my home flooding. I plugged it in and it is defective - only feebly working intermittently. Now I see that it is NON-REFUNDABLE once used. My issue is that a customer cannot tell if the product is faulty UNLESS they use it. So I have lost my money, and all faith in Toolstation. VERY POOR. BUYERS BEWARE”

Helpful Report

Posted 1 year ago

“Take your money, then don't contact you about giving it back. Stay away”

Helpful Report

Posted 1 year ago

“Terrible service, website showing original correct prices, I got charged higher prices, showing online correct before and after still original prices. Had to wait a week after spending hours comparing all the over charges and they say, sorry~!! Not good enough ToolStation, will go back to Screwfix.”

Helpful Report

Posted 1 year ago

“Please DO NOT Purchase any Ximax Radiators from Toolstation. since buying a Ximax radiator it is not heating our room as we thought it should. it’s not fit for the purpose it was intended. we contacted Toolstation and Ximax there just putting it done to the fitting, Which it is NOT. We have done research on line and a lot of people have had the same issues. Aslo not got anywhere with Toolstation or Ximax. Toolstation and Ximax will not refund our money. It’s robbery the money they’re charging for goods that are unsatisfactory. PLEASE BE WARNED DO NOT PURCHASE XIMAX RADIATORS FROM TOOLSTATION YOU WILL BE THROWING MONEY FOWN THE DRAIN. The cost of the radiator purchased was £356.00 Oxford Duo Designer Radiator”

Helpful Report

Posted 1 year ago

“I opened an account I have put in my details 3 times still it keeps asking for my email and password it keeps saying I have to reset my password I can’t change my email it is the company email”

Helpful Report

Posted 1 year ago

“We placed an order for delivery over 1 year ago, total of £170. I forgot about it. Never received it never sent the money back. Tried to contact tool station over the phone (obviously to get my money back) just to hear from them this is not possible????!!!! So no products no money, be aware !!!!!! Plus they never send an email or notification regarding this order…. Thieves.”

Helpful Report

Posted 1 year ago

“Order number 30/7/23 - XAS419017433 I have made contact three times now asking for my refund. You confirm that is has been processed but it still hasn't appeared in my bank account!!! (4/9/23)”

Helpful Report

Posted 1 year ago

“Great in store, website terrible Once in store these guys are great, super helpful whenever possible. Well priced to be competitive with SF. Parking at Montrose branch in anything bigger than an estate car isn't the easiest but rarely a huge issue. The main problem and reason for 1* however, is the website, it's unusable for me 95% of the time "502 Bad Gateway" I reported this to them a year ago, spent ages going back and forth with their IT and have seen many others experience the same issue. They tried the usual clear cache look at browser settings, change browser and nothing works. Occasionally I can use the site through my phone but as soon as I sign in it locks me out on 502 bad gateway, regardless of browser. So I often find myself ordering elsewhere. I had originally placed a review on Trust Pilot giving them 3* as a "verified review" however, it would appear ToolStation have asked for the review to be removed and if Trust Pilot feel the need to censor verified and accurate reviews because a company asks them to remove it rather than addressing the root cause of the problem in the review the 1 star is more than fair. In addition, recently when trying to place an order on the phone, explaining the issue to them, I was advised they couldn't process the order over the phone and I should go online to place the order...”

Helpful Report

Posted 2 years ago

“I ordered a wall fan from Tool station for £28 and booked the electrician in to do the work. Tool station had sent the incorrect fan, a ceiling fan costing £84- I returned it and they refunded my original price - however my electrician charged £50 call out fee, I am still awaiting from Tool station as the assistant said she could only refund me on my original order and I had to claim the £50 via tool station with a complaint- still awaiting this response as 2 days ago”

Helpful Report

Posted 2 years ago

“Ordered in store for a door handle £200 they said it will arrive the next day. I went to collect and was told they didn't have it in stock at the warehouse, so they refunded me in store. I still haven't received my refund into my bank account! So I paid £200 for absolutely nothing! Really frustrating! Will be getting my bank to get the refund for me.”

Helpful Report

Posted 2 years ago

“Ordered 15mm. Compression connectors to be delivered. They arrived with no nuts or olives🤢”

Helpful Report

Posted 2 years ago

“They do not even deserve 1star. Purchased an orbital Milwaukee sander on the 2nd of February. Sent almost immediately for repair as it doesn’t rotate. It came back and was exactly the same. So went for repair again. This time took 2 weeks because store manager (Lucy) didn’t send it off. Came back and still didn’t work. I called the repair centre and he tried telling me it doesn’t spin round! (Orbital sander!) the clues in the name fgs! My friend has the same tool and weirdly his spins round🤯.Then the store manager at cross green leeds (Lucy) became very confrontational and said stop been an awkward customer and just return it for refund and buy a different sander🤯. The fact I have many Milwaukee tools would suggest I would like the batteries to fit all my tools. This was obviously beyond her comprehension when I explained 🤪. She said other things that angered me so I left and contacted Andreia at customer care instead as I was in no mood for an argument with a stroppy young girl who obviously knows nothing of been a manager, tools for tradesmen or customer service. Now Andreia atleast tried to sort it out. But then her manager stepped in and basically said my time and money going back and forth to store was of no importance!😡 I was basically offered a poor alternative for which I’d have to purchase more from them to make work or a refund. After all the hassle I’m just gonna take my refund and never use them again! I’ve been using toolstation since it opened on an almost daily basis. If they don’t value my business I’m pretty sure they won’t value yours! Stay well clear and go elsewhere for your tools. Preferably somewhere with actual customer service!”

Helpful Report

Posted 2 years ago

“Disappointed!!! After many years of business Delivery is worst ever! Toolstation is was a trusted company but any more ! Each time is a issue whit delivery ! 3 days after delivery delays stuff are rude and unprofessional! Saying is never be next day promise Other time online coustumer service was unhelpful ! As the trade we need some update or more information what happened ! Avoid toolstation delivery !”

Helpful Report

Posted 2 years ago

“I ordered a pair of gents slip on design safety boots which unfortunately were too small. Toolstation appear to use a third party for their footwear (Footsure Western Limited) whereby you are unable to return the item at the local Toolstation branch. For the return Toolstation offered a returns label and when the items is received by them, they would then deduct £9.99 from the original price paid! My advice is to steer clear if you are unsure whether the footwear will fit, otherwise you will be out of pocket:(”

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Posted 2 years ago

“Bought 15W oven bulb which worked fine when installed but blew immediately when gas oven used first time. Previous bulb worked for years. My first bad experience of Toostation so very diappointing. Couldn't find how to leave review on their web site.”

Helpful Report

Posted 2 years ago

“Order not received. Refund not received. Customer service non existent. Order elsewhere.”

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Posted 2 years ago

“I purchased 2 items from their website, which appear to have been fulfilled by a third party supplier. I decided to return them, as they did not suite my needs. Because they were fulfilled by a third party, I cannot return them to a local branch. That's ok. So I followed their returns procedures regarding "Items delivered direct from the supplier" on their website. All I have done in the last 2 weeks it bounce between Toolstation and the Supplier, waiting for the items to be collect and refunded. Why is it up to me to get these 2 companies to talk to one another to arrange a collection and refund? I'm sure they'll remember to charge me for my items to be returned after all this. Currently, I am still waiting to hear back from someone.”

Helpful Report

Posted 2 years ago

“To start with I would call it a rasict branch as the insulting treatment they give, only hurts you and do not make you feel inclusive. Its all clear when you see branch manager misbehaving and refusing to tell his name which he I believe is my right to know. He refused to serve me and walked away which was very ride. I request ToolStation to please see CCTV footage so correct this un professional behaviour. Not only this the staff joke around each other in very awkward way instead of serving customer. The branch manage may have affair with one of his staff as you can clearly see the way they talk and ignore customers. I know it may be their personal matter but they need to be professional and not make ustomers feel awkward. I asked his colleague to tell me his name and he also refused on which I asked if I can speak to someone. He referred me to Customer Services as that is the only card they all have to play. I politely askedhis name and he also refused to tell his name, I assume they should be wearing name badge which they weren't. May be "Rhys W" who served me forgot that in recipient operator's name is stated anyway so there is no way they should be refusing to tell names. They all try to corner you by grouping so I feel terrified and embarrassed to go this store, i faced same attitude and behaviour on 3 visits and I won't be going to that store ever. If Toolstation care for their customers they should change the staff or atleast change the branch manager as he doesn't deserve to be the manager as he is demosntratinh wrong behaviour and attitude. Please see CCTV footage for 27th October at 2:10 pm. I have attached receipt as well as need to make it gets investigated and to make sure that no one else get treated like this. I ignored last 2 incidents but it gor wrose and worse so now I had no other option but to add a review. Shame on racist branch manager and the way he is training his staff.”

Toolstation UK 1 star review on 27th October 2022

Helpful Report

Posted 2 years ago

“Awful company on so many levels! Cheap products that don't last very long, break laws on lack of breaks for staff and 1 hour wait times when calling Customer Service. Screwfix is a lot better!”

Helpful Report

Posted 2 years ago

“Let down AGAIN by toolstation. Ordered Wednesday 6.30, its now Thursday, no parcel, no text or meagre from a delivery drive. When I got hold of them they said they had a problem. Customer services was rubbish and no real explanation of meaningful apology given. Go somewhere else”

Helpful Report

Posted 2 years ago

Toolstation UK is rated 3.7 based on 701 reviews