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 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.”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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

Helpful Report

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”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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

“Told order was ready to collect,went to collect order didn’t have half the order in stock total waste of time.”

Helpful Report

Posted 4 years ago

“terrible customer service, almost impossible to get in touch. Took over three weeks to arrange collection of item that i wanted to return. And still waiting for refund week later...”

Helpful Report

Posted 4 years ago

“I purchased a thumbturn toilet door lock, it said it would show red when engaged and white when vacant. After turning lock once most of red indicator scratched off, after a few turns red was completely gone. Item was also slightly tarnished. Cheap an nasty doesn’t cover it. I tried to leave a review on Toolstation‘a website but they don’t allow negative feedback.”

Toolstation UK 1 star review on 3rd August 2020

Helpful Report

Posted 4 years ago

“How ridiculouse I had to put 3 p on a card so UK sterling is of no value anymore because Toolstation want to track you what I should have done is got a refund and gone straight over to sqrewfix which is cheaper anyway than Toolstation who do still value the British sterling and customers using it do not go to Toolstation there is paper on the table paper masks paper wrappings on pruducts handle by hundreds of people it's for your convenience it is not mandatory has never been pasted by a law yet, sterling has still got a value ,in most stores still excepted But Not TOOLSTATION who apparently only take cards over the road opposite in SQREWFIX you don't have to order on line straight up code number and that's it no cards inforsted cash good old British cash has the world gone completely mad or is it these company's are run by baffoons who inforse these silly now outdated rules this company deserved to be passed by go elsewhere take back your right to use sterling as monetery exchange”

Helpful Report

Posted 4 years ago

“NEVER GOT ANYTHING IN STOCK IN CORNWALL”

Helpful Report

Posted 5 years ago

“I normally use Toolstation or Screwfix depending on the product I want. I needed some central heating cleaner quickly so ordered this and a few other items from Toolstation on a Monday to be delivered. Our family is isolated so it had to be delivered. By Thursday I'd received nothing. I checked the Parcelforce tracking number only to discover my parcel had been sent by them back to Toolstation, arriving on Wednesday. Why? Why hadn't Toolstation told me about this? They must know they've got it. I sent them an e-mail telling them to cancel my order. I just got an automatic reply telling me they would answer my e-mail within 5 working days. What rubbish service! I don't expect anyone at Toolstation to sort this mess out, I shall probably have to take the matter to PayPal. I have ordered what I want from Screwfix and the parcel arrived the next day. Job done! I shall stick with Screwfix in future.”

Helpful Report

Posted 5 years ago

“I understand completely that everyone is under stress , but respect and politeness costs nothing , I have just visited your Stockton store for the second time in three days and been served by the most obnoxious and impolite person , the first time I let it go , however if you are going to open to serve people you should reinforce the process to be used, Kevin Barry CEO Future Investments”

Helpful Report

Posted 5 years ago

“I have been waiting over 2 weeks for a refund, absolutely disgusting. Use Screwfix they are much more efficient.”

Helpful Report

Posted 5 years ago

“Went to Bootle (Liverpool) store after ordering an electric shower (£189.98) on 3/7/20, went to pick this up the following day and was told it was out of stock. They stated they had left a voicemail which I didn't get, they did however send an email to confirm it was in stock. The young lady at reception said again they had no stock and they have refunded back onto my card (still not received refund 14 days later). I went back onto their website that day (1 day after ordering) and they were showing 2 showers in stock at a higher price of £239.98. It look like they did not want to sell at the original price and used the 'out of stock' as an excuse. Sent emails to customer service (if there is such a thing) 4 days ago and still no reply. I will need to contact my bank today to see if they can authorise returning my money, could be that Tool Station are having cash flow issues and keeping hold of your money. All I would say is KEEP CLEAR of Tool Station, they are a joke company”

Helpful Report

Posted 5 years ago

“I ordered and paid for £120 of paint for a job on next day delivery. 9 days later, no paint and no response to emails or socials. Lost 2 days work. Diabolical.”

Helpful Report

Posted 5 years ago

“Went to Bridgend branch to collect my order, i joined a queue outside the store after waiting 5 minutes in the queue we were growled at by the female counter person, and told that we were all queuing incorrectly. They need to lay out the queuing lines correctly. When i got served, they lost my order, what a performance to find the order with lots of barking of orders at the other staff. I find this store the most disorganised and the staff very unfriendly. I would advise to avoid this store.”

Helpful Report

Posted 5 years ago

“went to penzance store on saturday 11th July to get a charger for a dewalt circular saw. Immediately the tool station advisor seemed unhelpful. He told me to take a toolstation brochure and have a look and come back. I understand that it is under covid 19 arrangements - there were no customers there at all. Having poor eyesight for reading i returned asking if fast charger was the only one on sale. his reply - 'i dont know' - he clearly did not want to help. i asked if there was any one else in the building who could help me. Reply - no. What a shame that his response from the first moment to that last was totally unhelpful - clearly has no understanding of customer relations at all and a poor salesman for toolstation.”

Helpful Report

Posted 5 years ago

Toolstation UK is rated 3.7 based on 701 reviews