“Still waiting for light bulbs to arrive, ordered last week. Not impressed with the after care service; takes forever to get a response. Couldn’t get through on chat or phone lines and have only had one response to my email telling me that the goods have been delivered to the wrong address! Not impressed!”
“The shop in wsm took my order but when I went to pay I was asked if I could use a card as they had put the tills away. Why I wasn't told this beforehand so I didn't waist my time nobody knows. There are no notices of company policy to say 20 minites before closing they don't take cash.
The manager was abusive called the police. I offered her the option to open a till. I was told it was my own fault as I was ordering 10 minites before the close for businesses.
The store assistant told me I was an idiot when I asked what am I meant to do. He told me to go to a bank and pay my money in. Not particularly good advice or customer service.
I tried to lodge a complaint with the store manager. But she couldn't take complaints however She sceemed an email address at me. Refused to Wright it down. After requesting them to write it down while she was using the panic button talking to the police. The assistant scribbled something illedgable on a piece of till role and slammed it on the counter.
So thanks for waisting my time tool station. No need to apologise for your substandard service. I think the message is loud and clear. TAKE YOUR BUSINESS ELSEWHERE. No apology. Just ordered to leave as I'm obviously at fault together with false alligations to the police.
So I suggest going to screw fix who have a larger product range customerservice skills and now will even make traids people a free tea or coffee to take away”
“Very poor customer service. I purchased 2 consumer units from Toolstation. Both turned out to be faulty, but we did not realise this until a day had been spent wiring them in. They both contained faulty RCCDs (4 in total). I asked Toolstation to replace 2 of the faulty parts and credit me for the ones that I was returning and would have to replace elsewhere (because Toolstation did not have the parts in stock). They insisted that I had to unwire the consumer boxes and send them back for a replacement or refund and referred me to their smallprint. Next time I will be shopping at a local wholesaler rather than using a company who clearly have no regard for customer service or satisfaction”
“2 orders. 1st damaged no refund for 6 days and many phone calls.
2nd order 12pm delivery did not show. Again phone calls rude staff and wanted to hold my money for 6days till there carrier returned undelivered item. Stick with screwfix in future.”
“I paid nearly £400 for a piece of tooling to be delivered today. I called in to their helpline earlier today to see where my item was and was promised a call back. I have 3 engineers on full pay all weekend to undertake a job in a critical building , without this the building will need to stay closed and my business may face litigation.
I could have purchased this kit from another supplier but through their lack of correspondence i am now completely open to getting massive charges against my business.
And not even a phone call.
Disgusting”
“I ordered a cooker paid cash for next day delivery as advertised on the item. Waited in all day for delivery, no phone call or delivery.
This continued for the following two days, third day I visited the shop where I purchased this from in Yate, I was rudely informed that i was unable to receive a refund as 'there was only £40 in the till.' I then asked for the contact details for the main office- only to be told to 'look on the website,' !
I contacted the main office and waited a further two days and tried to make contact once more. I was informed that my cooker will arrive on Monday- 9 days after ordering an item that stated ' Next Day Delivery' !!!! never again !!!!”
“Terrible service! Ordered as kitchen sink and was told again and again that it was en route each day for 4 days. Plumbers had been and gone so we had to buy elsewhere.
Ironically on the day we cancelled it was apparently stuck in a lorry in snow in Scotland meaning all the other promises were an obvious lie!
4-5 days to get our money back so now we have to shell out for another.”
“Categories
Blog
My Reviews
My Settings
Help
LOG OUT
Alternate Text
Keith Willsher
GB
For companies
profile image of Keith Willsher
Keith Willsher
United Kingdom
16
Reviews
6,510
Reads
0
Useful
Review of Toolstation
Keith Willsher
16 reviews
1 star: Bad
Updated 2 minutes ago
LIED TO FROM DAY 1 AND CAUGHT DOING IT
Purchased a ladder on their site as it offered 5 working day delivery and now at working day number 13 with still no ladder
First customer service contact I was told 2 of the working days can't count as working days because the company supplying the ladder was closed, then waited till the next week, was told it will be there shortly, then phoned up on day 12, last Friday, to be told its been posted and guaranteed to be here today monday, no surprise yet another lie and still no ladder and now more than half a month gone
TIP - If you need large things for work they don't keep in stock, try B&Q because it's just a waste of time
FAST TO REPLY HERE BUT NOT INTERESTED IN SORTING THE PROBLEM
UPDATE
After asking for a refund and being told that I couldn't get a refund as it was already posted, I opened a claim with PayPal after 3 weeks of waiting, the following day I received a text message from DX saying my delivery had just been booked and will be with me next day, so Toolstation customer services had lied constantly through this claiming it would be there next day and nothing then only posted it when the claim became serious, Toolstation are now fighting my refund because they have now posted it and if I want a refund it has to be returned to them
What a disgusting way to run a business, avoid at all costs this has been nothing short of a nightmare and they claim to be a professional company yet treat business customers like this”
“Why when I do a Click and Collect order from the Newark Branch , does the system change the collection point to Mansfield Branch? And will not let me change the collection branch.
If it were possible I would have raised this privately, but I have no intention of running up a twenty minute phone charge, while I wait for you to answer.”
“Very slow at serving customers. The staff don't seem to like being at the tills they seem to congregate in the office even when there is a long queue
Hastings branch”
“Tool station Acton served by Ian. He gave incorrect advice, I bought an item after his recommendation then refused a refund when item was faulty.I go to the shop regularly and I’m vey disappointed with the service.”
“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!”
“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”
“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.”
“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.”
“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.”
