“I placed an order and their site glitched and took me back to the basket as though I hadn’t paid. So I went through the process again just for the site to process them as two separate orders. Emailed straight away and called first thing in the morning to be told the can’t cancel one of the orders due to the labels being printed. Which is a ridiculous excuse to say you cannot continue process a cancellation. So to clarify nothing been loaded on a van they just can’t be bothered to communicate with each other to process this. I was then told once a tracking number is sent to me to try again. I don’t know why a tracking number makes a different when I’ve already given them an order number. Staff was also quite blunt and unhelpful. Pretty much telling me I need to wait and return the item which as we all know they’re fast enough to take your money but will take days to refund the amount back. Absolutely shoddy company using policies you’d expect from a scammers. My advice is only use them if you absolutely have no choice and only pay in stores avoid their online.”
“Address detailed , i was told it was wrong by Stuart the sarcastic customer non service guy, the address is where it is , never had this with Screwfix”
“Ordered a sink came damaged, returned it,picked up 2nd sink (damaged), returned it then picked up 3rd sink damaged. Had a refund in the end as booked plumber ( which had to be paid for) was told expenses not covered or the travelling as only book tradesmen when orders are checked. 3 TIMES”
“I went to the Toolstation today Sat 20 Jun 2026 to ask about some produc in Toolstation of Unit 7, Hanover Trading Estate, 1-3 North Road, London N7 9HA. The big and thick guy with beard and his worker were very rude and disrespectful. I think they are mody and they probably deal with customer differently. The thick and big guy should never ever serve at the counter because he is temperamental and always full of him self, showing no respect what so ever. I will never ever go to this store again. Why can't they be just be polite and courteous?”
“Went to the Llanishen store to buy some external leak sealant. When I got there they had sold out. Asked when more was coming and they said they didn't know and weren't very interested to find out. Went to Screwfix and they were also out of stock but ordered it to arrive at branch the next day and they text you when it arrives. Toolstation need to wake up.”
“I ordered a disabled safety rail that was necessary for my elderly wife, Who has had a stroke, to be discharged from hospital. When I place the order they promised it would be ready for collection next day. Today is the next day and there is no sign of it. When I call them, they are extremely unhelpful and tell me it will be ready for connection the next day. Which is what they said when I ordered it. When I asked to speak To a manager that can sort this out, they told me they would respond within forty-eight hours. Maybe hard to believe, but that is Toolstation. My wife remains in hospital until I can source an alternative.”
“Very difficult to cancel or amend an order. Customer Service takes 3-4 days just to respond. Incorrect Email Addresses provided. Online chat times out waiting for a person after 2 hours. Very long waiting times for phone calls and limited hours.”
“Ordered some trousers online, these didn’t fit. But the returns are arranged pick up only and costs £9! This aspect is not stated on the returns instructions in the parcel. So for some £32 trousers not great.
Avoid Toolstation or stick to collection orders only if you have to, so you can return in store.
I will shop elsewhere now. Shame”
“Took my money no communication I contacted them which is quite difficult to start with told them it to cancel the two parcels which was ordered a week apart neither had been delivered after quite a bit of the person not understanding and not able to read she agreed to cancel and this was confirmed later via email next day both parcels turned up together even though their order dates were a week apart tool station are refusing to arrange collection of the items tool station are refusing to give me the address so I can return them or any contact details so basically stole my money”
“Bought zero ultra powder wasp nest killer foam jet 23/08/25 recommended by assistant Hainault store to treat wasp nest under facia board, told it works well, assistant said may take various applications to kill all wasps use whole can, let him know how it went, did not work what so ever, explain back at store told could not refund because can was now empty to check contents by store manager, phone customer service, same reply, explain assistant said use whole can for treatment, no refund, will not use Toolstation again.”
“Went to Telford Way today struggle to get some buckets that were stuck together left two out for another customer staff was very abrupt and said put them back went somewhere else”
“Parcel Force failed to deliver my items and lied about delivery stating that one pacel had been delivered and that the other was rejected by ourselves the following morning at 7am. Toolstation investigated and it turned out that Parcel Force had lied and our packages were damaged and destroyed. After several complaints to Toolstation.... two separate agents offered to resend the order, these never arrived. I had to make a separate complaint just to get my order resent. I am still waiting for delivery after 5 days. An absolutely shocking service with no responsibility for customer care let alone the days of work I have lost.”
“Had an issue with a cheap lawnmower under warranty. Customer services didn't want to know. I got blamed, ignored and fobbed off. I have spent thousands over the years with them. They appear not to care anymore so I'm closing my account.”
“I ordered a trailer with a 3 day delivery window, 9 days later it arrived, 3 companys were involved but I paid toolstation so I expected them to sort it out, I lost 3 working days and a ruined camping weekend, toolstation were not interested in a small amount of compensation for my inconvenience, If I could give no stars I would, from now on I will always go to Screwfix no matter what the price”
“Totally dishonest and arrogant company
I ordered a Airmaster tubular heater from Toolstation. When trying to install it, we discovered that it could only fitted horizontally (this was not specified on the website).
I contacted tool station and they sent me a label for the return.
BUT THEY NEVER REFUNDED THE ITEM.
Their excuse is that it was sent by one of their suppliers directly but I ordered it from Toolstation.
They now say that the item is lost and cannot be found.
They emails are dripping with arrogance.”
“It’s no good going in there for a look you’ve gotta buy something. I’ve been shopping there for 14 years I have a trade account there I spend thousands of pounds every year the particular day I got the ticket I didn’t buy anything so I can’t get out of the ticket. They didn’t have the stock of what I wanted and now I’m having to pay a fine or £100.”
“Visited toolstation Glenrothes today, only only to be met with angry old store assistant swearing and throwing items about.
I was disgusted with their behaviour, the female store assistant apologised for his behaviour and was very sincere. 04/12/2024”
“Came damaged, replacement came damaged. Was told by the store (via regional manager that if I kept this item, I would be fairly compensated along with the other damaged radiators I bought). No response despite me chasing in store multiple times for a response, until after 30 days when the manager came back with an insulting offer (which was less than the initial offer I rejected for the first damage). Now that I have rejected, Toolstation won't replace the faulty items as it is now out of the 30 days. Do not buy these from Toolstation, Screwfix a lot better quality and less likely to come damaged (they use their own carries as opposed to third party). These guys are scammers, always better to go to a company that will look after you if things go wrong.”
“Absolutely terrible company with zero reliability.
I placed an order Friday for delivery Saturday and I received an email saying it has been dispatched but the tracking says Advise not received, customer service are a waste of time and effort so I ordered again on Saturday for delivery Sunday. Again I received a dispatch email but this time the tracking gives zero info and says it doesn't exist. This has cost me an entire weekend of lost work and I'll never use this joke of a company again. I would advise anyone to never use them given their reliability is absolute zero.”
