Name: Toolstation UK
Rating: 3.70

“Bought battery drill twin set on Friday and was supposed to be delivered on weekend but never received then had email Monday order cancelled and refunded due to lack of stock even though it tells you in stock and how many online when ordering and took till Tuesday to have refund. I was looking at set elsewhere but went for this one know gone back to get other set and deal finished. It’s know good giving poor service and saying we have forward your issue on and hope to do better next time!”

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Posted 3 years ago

“After 25 minutes to try contact via chat I was connected to made my concern. As soon I mention I want made official complain I was disconnected.”

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Posted 3 years ago

“Try contact toolstation for over 2 hours to made complain over phone. No luck as COVID situation made whole call center limited.... over chat waiting 40 minutes. After chat for 20 minutes I was disconnected after I mention that I want made official complain”

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Posted 3 years ago

“Bad experience with return. I was sold wrong item, and been told to pay additional £6 to return. Three days took me to speak about return. Over 4h on the phone, emails, live chat. Noting been sorted. Disconnect few times by person on other side.”

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Posted 3 years ago

“Bad experience with return. I was sold wrong item, and been told to pay additional £6 to return. Three days took me to speak about return. Over 4h on the phone, emails, live chat. Noting been sorted. Disconnect few times by person on other side.”

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Posted 3 years ago

“Paid £400 for a dewalt drill kit, which was faulty. Went to Rotherham toolstation, the manger was very ignorant raciest a very bad lady to speak to. Been shopping at Rotherham branch since it was open. Paid for a new kit and got a second hand kit back. First time had a faulty item, not happy with after service, am thinking taking this matter further.”

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Posted 3 years ago

“Thursday 29th Oct. 2020, I visited Toolstation, Kidderminster, Worcester Road, to purchase an Ebb + Flo Kitchen Mixer Tap £39.98 and two valves. I used a £5 Money Off Voucher. I was served by the Assistant Manager who I gave all the item details on a piece of paper. I was disappointed when he said that they had no stock and explained that I had just checked on my computer and that this branch has 4 listed? He said they would have one for me tomorrow and so I paid and left. I was a little annoyed when I returned today, Friday 29th Oct. 2020, to find they had requested the wrong tap? In fact the assistant said the tap that I wanted was in stock and that they have 4? Not impressed. I had decided that I needed a Lever ball Valve £5.88 (34448) and handed over a slip of paper again with all the details. I nearly paid when I noticed that I was being charged £10.88 for a valve listed at £5.88? Not impressed. Now the Manageress is involved. She said 'The System' will not let me buy it at the listed price??? 'Computer Say No' I must have been there 30 minutes arguing with the Manageress that this is 'Crazy! I even said I would walk back in the shop again with the order and call myself 'Bill Smith' but she said she will still charge me £10.88!!! I said to her what if I return tomorrow? She said she will still charge me £10.88!!! I thought this cannot be real. Then she suggested that I pay another additional £5 for the tap i.e. yesterdays order and then I can have the valve for the listed catalog price of £5.88?? On the verge of loosing my temper I said 'Forget it I'll buy from SCREWFIX!' Which I did. Same valve, 3p cheaper. I am a pensioner in the 'clinically vulnerable' group and because of this I have been in 'Self Isolation' for months. The last thing I needed was a stressful, ridiculous situation like this and one that puts me in a 'Risk environment' longer than necessary. Perhaps your staff could do with some re-training?”

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Posted 3 years ago

“Ordered on Sunday for next business day delivery now 5 o’clock on Wednesday and still no order has arrived the courier Hermes has not updated the delivery details. Now I’m faced with a 20 minute wait on the phone to try and speak to someone at tool station, absolutely appalling Screwfix and Amazon will be getting my business from now on. Wait time is now up to 26 minutes!!”

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Posted 4 years ago

“laced an online order and paid for my items on collecting the goods from my local branch I was informed that one of my items was not on my order so wasn't provided. On checking my account the item is clearly there and paid for. this is not the first time I have had suspicions of dodgy dealing going on at this branch. Reported the matter to Toolstation customer services to date no reply. The bottom line Toolstation have been paid for goods they have not supplied, there customer service so far is non existent. I would therefore be extremely weary about using this company in the future.”

Helpful Report

Posted 4 years ago

“laced an online order and paid for my items on collecting the goods from my local branch I was informed that one of my items was not on my order so wasn't provided. On checking my account the item is clearly there and paid for. this is not the first time I have had suspicions of dodgy dealing going on at this branch. Reported the matter to Toolstation customer services to date no reply. The bottom line Toolstation have been paid for goods they have not supplied, there customer service so far is non existent. I would therefore be extremely weary about using this company in the future.”

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Posted 4 years ago

“Really bad attitude from male member of staff today 21st September 2020, felt more like he wanted to fight me than serve me. Lady in there was very pleasant as usual. No need for it mate, if you're in a bad mood don't take it out on your customers, I won't be returning, I'll go to Screwfix instead where male staff are much more pleasant and professional. Shopped here for years, such a shame.”

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Posted 4 years ago

“"Where's your mask" barked the officious Exeter assistant- who wasn't wearing one. My reply should have been "where is yours, asshole?"”

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Posted 4 years ago

“I placed a click and collect order on line and received notification that it was ready for collection. I drove to Toolstation and was told that it was out of in fact out of stock and the email was a mistake. I note a similar experience submitted a week ago. A waste of my time and in future I will stick to Screwfix.”

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Posted 4 years ago

“Hi used Toolstation ebay for delivery of Trunking for emergency job along with a flat angle. The trunking was expensive approx £46.They delivered the flat angle in a tiny box, no 3m trunking and then entered on ebay all 3 items delivered. I then logged a case with ebay and eventually received a part refund for the total order when I was told they never had any stock. I should have received a full refund considering I would have not ordered from them had they had stated they had no stock instead of claiming over 10 in stock. Ditched catalogue account email subscription and would not use again.”

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Posted 4 years ago

“I initiated an order 1st August 2020, received a text and email confirmation that it was ready to be picked up and then travelled 15 miles from my home to collect it. I was surprised to find out that one of the items (naturally the item I was most in need of) was unavailable in spite of the web ordering service indicating that stock was available at the store and that I had purchased an item of stock and that the stock was reserved for me to pick up. The store service person indicated that the Toolstation web ordering service was faulty and permitted items to be purchased and reserved for pick up when in fact the store did not have stock. (either that or they had sold the stock to another customer and did not wish to admit as such!) For me this was very frustrating - in addition to costing me an additional 30 mile round trip in terms of time and money, I can no longer rely on Toolstation's web ordering service to purchase products with any degree of certainty that I will be able to pick them up. I imagine as well, that the data on stock indicated by the web service is now no longer reliable. For Toolstation the more concerning aspect of this would be if they no longer have accurate stock data pertinent to their branches. As far as I am aware, there has been no information on this issue for potential customers on the web site or elsewhere. Furthermore the store service person suggested to me that they would order the item that had been indicated to be in stock (but was not) and that I would have 30 days to pick it up. This seems at odds with the number of days suggested by the web service - which is correct? When I tried to contact Toolstation to find out the status of their ordering system and when it will be reliable I received an email telling me that they do not responding to any emails other than orders. Unfortunately, I was encouraged to waste my time again contacting them - they could have just said - don't bother complaining we won't even read your email. Sad it was a great supplier.”

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Posted 4 years ago

“Good store by they will NOT refund if order canceled! I feel that customer service at Toolstation Eltham is good. Mo always tried to help customers and it's such a pleasant change compared to local B&Q and Wickes which seem clueless about their own inventory whether in stock or not. Why 1 Star then? The Issue is that the refund processing system of Toolstation is definitely the Worst I ever experienced. I ordered click and collect item online which I canceled by calling their customer service number and asking for a refund. It has been a month already and despite 2 email reminders (usual auto-apology that we are processing refund) , no refund. After my frustration, I called them twice on the customer services number with waiting time of more than 30 minutes each and again the hopeless service and standard apology that we are processing refund I have given up on my money after wasting 2 hours. I want any potential customers that if you have a refund problem forget about having your money back from toolstation.”

Toolstation UK 1 star review on 30th August 2020

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Posted 4 years ago

“OK when it works, but when online orders go wrong, they're IMPOSSIBLE to sort out - shoved from pillar to post by customer service agents referring to the branch and the branch cannot help Finally met with a refusal to refund/cancel, stating the order had been collected (it wasn't able to be found when attempts were made to collect) Referred to Surrey Trading Standards”

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Posted 4 years ago

“The weekend delivery is a lie. Incompetent customer service. Heavy bulky item ordered online to be delivered on the Sunday. No delivery that Sunday. It was attempted to be delivered mid-week and was taken to a post office. Contacted customer service 4 times and was promised it would be the following the Sunday but Parcel Force said there was no such thing! Ordered it for the second time on the phone to be delivered on the Sunday and was told it would definitely be Sunday delivery. Again no show. There was a very good reason to place the order for a Sunday delivery or otherwise I would have picked it up from their store. I have no means of going to the post office or their store and there is nobody around during the week to take the delivery. The customer service staff are nice and promise you what you want to hear but do nothing about it.”

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Posted 4 years ago

“Further to my earlier comment regarding a mower that went wrong I have now received this email from customer disservices. UNBELIEVABLE I had already forwarded proof of purchase and payment. How many more excuses can they manufacture to not give me a refund on a mower they couldn’t repair ? All within the warranty period.”

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Posted 4 years ago

“I had a problem with a motor mower after using only 5 or six times. It had to go to the manufacturer for repair. I was told it needed a new carburettor. Two weeks later I was told they couldn’t get the part. I was offered a replacement mower two weeks later I was told they didn’t have this model in stock and as this had been going on for a while I could have a refund. After being told 4 times now that the money would be refunded to my account within 3 to 4 days and the last time I was told the money had actually left there account. So here I am two months down the road no mower no refund. Toolstation you are doing yourself no favours.”

Helpful Report

Posted 4 years ago

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 40%
Accurate And Undamaged Orders	Greater than 75%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Under An Hour
Customer Service	3.3 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Toolstation UK Reviews