“Went to Screwfix for box of small screws. Didn't know size or gauge so pointless to use catalogue. Asked member of staff there if the could help me identify and purchase screws. Advised I need to fill in slip, identify code and submit to counter. I told staff I would have to take catalogue away and ask a friend to identify goods....Staff said I needed to bring catalogue back to shop on my return(????). Went to Toolstation with sample of screws needed and advised Toolstation of my difficulty in identifying screws needed. Really helpful staff member measured screws (he knew gauge) and promptly went to stock, returning with box of screws for 91pence. Excellent service from Birkenhead shop, I told him of my difficulties in Screwfix and he said " happy to help, it's what we do!!!". Great service and customer relations 👍👍😊”
“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.”
“Toolstation in Newton Abbot a lady called Mary was extremely helpful in finding my Son the right Overalls for College. They fit him just right thanks very much for the help.”
“Great service as always when I arrived for click and collect at the prestwich branch the item I ordered was out of stock but Gloria and Amanda were more than helpful finding a similar more expensive product but gave me it at the same price which saved me time and effort of going elsewhere
Great to have helpful staff who have good knowledge of the stock they are selling”
“So happy toolstation has come to Fleetwood as we live in cleveleys and have had to use Another more expensive (not as good quality) company rather than drive to the nearest one.
Excellent service and friendly welcome from the lady behind the till and screen - covid 19 safety features in place and we felt very very safe.
We purchased rubble sacks which were a really good price, cheaper than amazon and the quality is brilliant. We’ve lifted a tiled floor and wanted to put the rubbish safely away until it can be disposed of and these were strong enough for the job.
Also bought bin bags which are so thick nothing is going to split them.
Great job toolstation brilliant service, brilliant product and brilliant price.”
“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.”
“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.”
“I rang at bank holiday weekend and was dealt with excellently. The lady was extremely helpful and sorted out my first order with very efficiently. The price was excellent and was delivered on the day agreed.”
“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.”
“Merthyr branch always willing to help just visited as they were putting shutters down and opened back just to serve me always friendly and really helpful”
“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”
“All through covid, toolstation have had the goods. We usually use another well known supplier (they are usually side by side), but toolstation has consistently had goods that the other didn't have. Their website is easier to use as well, because it shows clearly whats is and isn't in stock, and at which branch you can pick up. Well done toolstation. We're converted!”
“Brilliant service and friendly too.
Now the store is open and we can enter, it is nice to get some normality back. Staff are happy to see customers back and nothing is too much trouble for them. 100% dedication from staff to customers. Yet again,served by Mandy and she is full of energy and enthusiasm. Will definitely be back for more products. Keep up the great work Chesterfield!”
