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

“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.”

Helpful Report

Posted 2 weeks ago

“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.”

Helpful Report

Posted 1 month ago

“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”

Helpful Report

Posted 3 months ago

“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.”

Helpful Report

Posted 6 months ago

“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.”

Helpful Report

Posted 7 months ago

“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”

Helpful Report

Posted 7 months ago

“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.”

Helpful Report

Posted 8 months ago

“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.”

Helpful Report

Posted 8 months ago

“Toolstation has become an agent for a scamming company!! I have been a satisfied customer for several years and running up cashflows of thousands of £ with Toolstation!! In August I completed an online transaction on their app when a banner appeared inducing me to subscribe to a cashback scheme. Being logged into my account I thought this was a legitimate Toolstation offer. Well hey-ho whilst I was abroad on holiday my card was blocked by Nationwide and I had to secure some other means of payment. On my return I opened a letter from my building society indicating that there was suspicion of fraudulent transactions for £18 that had been attempted on multiple occasions. Nationwide indicated the company trying to raid my cash was ‘Complete Savings’ to whom I had given my card number…. Thinking it was for receiving my Toolstation cash back. Obviously my current card number has been disabled with lots of unnecessary hassles but my cash was secure and none was debited. I called Complete Savings and the lady at the other end of the line in a distant part of the world explained that I had subscribed to this scam when I had transacted with Toolstation. She did explain that I had agreed to be scammed for £18 monthly!!! Made me feel like an idiot…. Well not really so as I trusted the Toolstation app uniti now! I did explain to this lady that she was working for a scamming company based in Nyon Switzerland (convenient tax haven) and was probably not paid Swiss wages for being used unknowingly as an instrument for a cheating company. I phoned the Toolstation helpline and after a 30 minute wait, and finally asking the representative about the link with Complete Savings and Toolstation, I was cut off!! Obviously Complete Save is a scamming company and Toolstation have pushed themselves into the gutter by links with these scammers. Im taking my custom away from Toolstation and move to their competitors across the road!! Below is the email I received from CompletenSave indicating their business links with Toolstation Avoid Toolstation COMPLETE SCAMMERS!!! You have been warned!!! Email from Complete Savings: Dear Mark, We are sorry that you have chosen to leave Complete Savings, please find below details of your cancellation. Your cancel confirmation number i КР1 Our records show that you completed an online transaction with Toolstation. After your transaction, you were offered the opportunity to join our programme with a £20.87 Welcome Reward and a 30-day free trial. Immediately next to the offer, the Offer and Billing Details were displayed. By entering your name, postal code, selecting the relevant postal address from the drop down list, inserting your credit or debit card details and then clicking on the 'yes' button to accept the offer, you authorised us to charge the monthly membership fee of £18.00 to the credit card or debit card that was provided after your trial period ended. Thank you for trying Complete Savings - we hope you will consider using us again in the future. If you still have any queries, please do not hesitate to call us on 0800 389 6960. Yours Sincerely, Complete Savings Team Date of experience: 31 August 2024”

Helpful Report

Posted 10 months ago

“WEBSITE CUFIT FOR PURPOSE & SMALLER STORES HOLD VERY LITTLE STOCK SO CUSTOMERS ARE FORCED TO ORDER VIA THE USELESS WEBSITE I DECIDED IT WAS EASIER TO USE SCREWFIX”

Helpful Report

Posted 10 months ago

“Bad Customer Service If you order and collect, it's a great service. However, if you opt for delivery and parts are missing, I suggest you just give up and buy from somewhere else. You can waste hours online and on the phone, but nobody answers.”

Helpful Report

Posted 10 months ago

“Disgusting service from Toolstation and their delivery company. No communication, no choice of delivery day, no delivery slot. Delivery a few days late without communication. Goods arrived damaged like they were thrown around on the way. When arranged for goods to be returned, Dx delivery booked twice by Toolstation and never showed up to collect. Still waiting to this day for them to be collected for refund. Staff has no clue, can't chase, don't do their job properly on communicating and sorting things. Requested to speak with a manager, but managers not interested in solving problems. Appalling service from Toolstation and their delivery. Would not recommend delivery, and also will make sure to let everyone I know to stay away for such and indifferent and incompetent company!”

Helpful Report

Posted 10 months ago

“We ordered 2 tins of fence paint on Monday 24 June today is the 29 th not delivered, my husband went to tool station they told him he had to pay for to tins & get refund from you, very disappointed, very”

Helpful Report

Posted 1 year ago

“Forget trying to contact this lot if you have an issue. Screwfix make a fortune fixing this shower of time and money wasters. Day 5 of a next day delivery and counting. I dont need the order now. The leak is fixed. So i now have the joy of trying to get my money returned..”

Helpful Report

Posted 1 year ago

“I would advise against using Toolstation for purchases. I bought several items, including a grass trimmer, and encountered issues immediately after placing the order on April 23rd. I received the item on April 26th and tried to use the grass trimmer on April 27th, but it didn’t work. When I contacted customer service, the agent agreed to replace or refund the item and scheduled a collection for the upcoming Friday. However, no one came to collect it. I then used the online form to contact customer service again and received an email asking me to re-explain the issue. After exchanging several emails, they refused to replace the item and suggested I get a new wire. I reminded them of Toolstation's 30-day return policy and one-year warranty, but received no positive response. When I called again, the agent asked me to escalate the issue to the supplier and promised to get back to me. After a week, I called to remind them, but they only promised to address the issue urgently without any positive outcome. The customer service was very disrespectful and unhelpful. They are not adhering to their return policy or the warranty described with the product. They wasted three to four weeks of my time without resolving the issue. This website does not provide good service, and their one-year warranty claim is misleading—they do not offer repairs or replacements as advertised.”

Helpful Report

Posted 1 year ago

“palm sander seized up after a month”

Helpful Report

Posted 1 year ago

“Gold basin taps web site states 12 year manufacturers warranty. Manufacturer says its 5 year warranty. One gold tap blemished after 6 months, manufacturer says its due to limescale and therefore not covered by warranty. I live in a very soft water area and why only one tap affected. Its a scam.”

Helpful Report

Posted 1 year ago

“Really bad when when things go wrong. Very nice people working in local stores. I've had my rotavator broken and can't get it repaired under warranty. Instead received offer I can get new one for £145 or get this one fixed for £165 or received back my broken machine (in pieces) with courier's bill £39 .Basically I did other choices other than pucharse another sh... quality machine or fixing it. Now I was told There's nothing I can do. I'm left alone without machine and money with anger as disappointment about the way TOOLSTATION brand treat their customers. Avoid them use Screwfix or any other more helpful when things so WRONG🥺”

Helpful Report

Posted 1 year ago

“Website impossible to order from. I have mentioned this to the staff in Chippenham time and time again and nothing ever happens. A total waste of my time.”

Helpful Report

Posted 1 year ago

“I ordered two products online, but one of the items was canceled. I requested to cancel the entire order, but was told it was not possible. Instead, I was informed that if I refuse the delivery when it arrives, a refund would be issued. However, even though I refused the delivery, the delivery fee was still charged. I am dissatisfied with the fact that Toolstation amend my order without asking and the promised full refund upon cancellation was not honored. Due to these issues, I would not use the service again.”

Helpful Report

Posted 1 year ago

Toolstation UK is rated 3.7 based on 701 reviews