“Disgusting service from Toolstation and their delivery company. No communication, no choice of delivery day, no delivery slot. Delivery a few days late without communication. Goods arrived damaged like they were thrown around on the way. When arranged for goods to be returned, Dx delivery booked twice by Toolstation and never showed up to collect. Still waiting to this day for them to be collected for refund. Staff has no clue, can't chase, don't do their job properly on communicating and sorting things. Requested to speak with a manager, but managers not interested in solving problems. Appalling service from Toolstation and their delivery. Would not recommend delivery, and also will make sure to let everyone I know to stay away for such and indifferent and incompetent company!”
“We ordered 2 tins of fence paint on Monday 24 June today is the 29 th not delivered, my husband went to tool station they told him he had to pay for to tins & get refund from you, very disappointed, very”
“Forget trying to contact this lot if you have an issue.
Screwfix make a fortune fixing this shower of time and money wasters.
Day 5 of a next day delivery and counting.
I dont need the order now. The leak is fixed.
So i now have the joy of trying to get my money returned..”
“I would advise against using Toolstation for purchases. I bought several items, including a grass trimmer, and encountered issues immediately after placing the order on April 23rd. I received the item on April 26th and tried to use the grass trimmer on April 27th, but it didn’t work. When I contacted customer service, the agent agreed to replace or refund the item and scheduled a collection for the upcoming Friday. However, no one came to collect it.
I then used the online form to contact customer service again and received an email asking me to re-explain the issue. After exchanging several emails, they refused to replace the item and suggested I get a new wire. I reminded them of Toolstation's 30-day return policy and one-year warranty, but received no positive response. When I called again, the agent asked me to escalate the issue to the supplier and promised to get back to me.
After a week, I called to remind them, but they only promised to address the issue urgently without any positive outcome. The customer service was very disrespectful and unhelpful. They are not adhering to their return policy or the warranty described with the product. They wasted three to four weeks of my time without resolving the issue. This website does not provide good service, and their one-year warranty claim is misleading—they do not offer repairs or replacements as advertised.”
“Gold basin taps web site states 12 year manufacturers warranty. Manufacturer says its 5 year warranty. One gold tap blemished after 6 months, manufacturer says its due to limescale and therefore not covered by warranty. I live in a very soft water area and why only one tap affected. Its a scam.”
“Really bad when when things go wrong. Very nice people working in local stores. I've had my rotavator broken and can't get it repaired under warranty. Instead received offer I can get new one for £145 or get this one fixed for £165 or received back my broken machine (in pieces) with courier's bill £39 .Basically I did other choices other than pucharse another sh... quality machine or fixing it. Now I was told There's nothing I can do. I'm left alone without machine and money with anger as disappointment about the way TOOLSTATION brand treat their customers. Avoid them use Screwfix or any other more helpful when things so WRONG🥺”
“Website impossible to order from. I have mentioned this to the staff in Chippenham time and time again and nothing ever happens.
A total waste of my time.”
“I ordered two products online, but one of the items was canceled.
I requested to cancel the entire order, but was told it was not possible.
Instead, I was informed that if I refuse the delivery when it arrives, a refund would be issued.
However, even though I refused the delivery, the delivery fee was still charged.
I am dissatisfied with the fact that Toolstation amend my order without asking and the promised full refund upon cancellation was not honored. Due to these issues, I would not use the service again.”
“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”
“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.”
“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”
“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”
“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.”
“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)”
“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...”
“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”
“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.”
