“I sent my Machine Mart low level alloy car jack into my local shop for repair to the cylinder and piston. They charged me £24 to send it to their repair centre for "assessment", where they kept it for four weeks before phoning me to say that the repair would cost £135 - whilst they could sell me a brand new matching model for £115. I declined. This seems something of a sales exercise rather than carrying out repairs - at least in my case. Very disappointed. I plan to retrieve it, buy the parts and do it myself - since they can repair it they obviously have the necessary parts. Is their behaviour over repairs commonplace?”
“I purchased a battery charger from Machine Mart for use in emergencies. When I eventually had a flat battery I got the charger, which was unused, out of the box that it came in and connected it up. All seemed to go well but when I returned after ten minutes to check that all was well it had ceased to function.
Customer service was very unhelpful because it had been purchased over a year earlier and one lady in particular was very unsympathetic and unhelpful.
This item cost me in the region of £75 and lasted for 10 minutes when I would have expected it to last for many years.
I won’t ever buy anything from them again.”
“Made an order on the 1st May,
still no sign of it, now the 8th of July,
Ignores emails, and request for refund,
Will never use this company again
What A joke
Have since found same item elsewhere
delivered in 2 days and cheaper”
“I don't like leaving negative reviews of a company when things go wrong, I prefer to try and work with them to sort issues out but Machine Mart have left me no choice on this occasion, as it seems raising this here is the only way to get a resolution. I ordered a Wolf-Garten lawnmower on the 8th June, this being a Machine Mart extra item I waited the 7 working days. This passed and my order was still not dispatched. I checked on the Wolf-Garten UK website to see the lawnmower was out of stock with them, and my order with Machine Mart had not made any progress (though my credit card had been charged). I rang up Machine Mart on the 17th June to request they cancel my order, as with Wolf-Garten UK being out of stock it seemed unlikely I would be receiving my order anytime soon. Customer services were very helpful and agreed to cancel my order. I need a lawnmower quickly as my current one has failed therefore I have to get my money back so I can purchase elsewhere. I have called up today (22nd June) to speak to customer services, who confirmed they could see the request to cancel my order had been acknowledged, but no refund had been processed for my order. The customer services representative, who was very helpful advised I call the web team on 0115 840 6231 to chase up. I have called this number four times this morning, each time it just rings out then hangs up. I cannot believe you are making it so difficult for me to get my money back, as said above I need it to purchase a lawnmower elsewhere. You were quick enough to charge my credit card for an item which was out of stock at both your warehouse and at the suppliers. (I would add, most online retailers now only charge your card at the point of your order being dispatched, why can this not be the case here). Order number 2359631 - please can you just refund me (and do me the simple courtesy of replying to my e-mails?)”
“I ordered 3 items online at 9.30am on the 11/6/20, on the 16/6/20 i phoned machine mart to see where my order was, the guy on the phone did not apologise and just said up to 5 working days for delivery mate ( yes MATE )it is now the 18th of June and it has still not been despatched. I have had several emails during this week from machine mart promoting gift ideas for fathers day. There are going to be a lot of disappointing dads when their fathers day presents do not arrive. I will never use Machine Mart again.”
“I have been waiting for a waker plate to be delivered for 1 month now.
I’ve had to hire one costing me 25 a day.
The waker plate itself costing over £1000.
No email to tell me how long it’s going to take to arrive.
I am only a sole trader. I can’t afford for this to happen. I do paving and tarmacing so I need to use compactor plates daily.
I wish they told me how long it was going to take. I would have went else where.
I sent the hired wacker plate back today. The bill was just over £700.
Feel very let down. Machine mart should me ashamed of themselves.”
“PLEASE SAVE YOUR MONEY AND BUY ELSEWHERE.
Terrible experience with machine mart regarding a purchase made over a month ago and still not sorted. Waited 3 weeks for a delivery costing nearly £300 that they had promised on multiple occasions and nothing. After 8 phone calls and multiple emails no one could advise me what was going on and none of the management team who could actually sort my issue would speak to me it all had to be done through email. When the items did come they were damaged - still chasing them for compensation as I am absolutely appalled. Olivia the manager who I've emailed many times has not replied offering any resolution neither has her boss Steve Carnell who I was assured on many occasions was dealing with the matter.
I have been passed from pillar to post, spoken to in an unprofessional manner and ignored. I expected much more from this company and would not buy any further items from them or recommend them to anyone.
Please save your money and buy from elsewhere as any issues you have you will be chasing them down the line.
Absolutely disgusted with the lack of customer care from this company.”
“Don't buy from this company. I ordered a battery charger on 27th May, 2020. I was still waiting for delivery on 5th June. Contacted them by email on 4th June to be told that my charger was sitting in their warehouse waiting to be dispatched but all their couriers were tied up with coronavirus deliveries??? The coronavirus emergency was long gone with regard to equipment deliveries, by this time. I was told it would be with me by end of the week (5th June) or early the following week. By 9th June still no delivery, I emailed them again was told when it eventually arrives... no dates given as to expected delivery time, if I don't want the item to return it and only then will they refund the money. I asked if they could cancel the order and I would buy from someone who could deliver the item in a timely manner and that was the response I got.
Very disappointed would never purchse anything else from them.”
“STAY AWAY AND BUY ELSEWHERE!!!
I ordered a pressure washer Online on the 2/5...the item was estimated to be delivered by the 12/5 so when it didn’t arrive I gave them a call the following day to see what was going on. I was told that they were out of stock and had 14 more orders that they were waiting to send out! They told me It was going to be at leat 3 weeks before new stock came in so they advised me to collect one form a branch and that they will refund me for the online order.
Two weeks later no refund in my account and they are unsure how long the refund will take as they have to wait for the “warehouse” to confirm the cancellation...I have already been waiting 2 weeks!!
To top it all off the one in the store was an ex-display and they sold it before I could get to them.
Not happy!”
“bought a pump it was faulty rung them had to return it even tho had rung them, because i didnt get it back within the 30 days 4 months later no refund and the pump is now fixed and ready for me to collect . Disappointing I have to now prove i rung them”
“Ordered a engine hoist click and collect
Got charged £40 for delivery
Which didn't show up until payment was taken
Cancelled order still waiting for refund 10 days later
Two hours on phone still no refund
I'm a regular customer- not any more
When this lock down is over people should remember how they were treated
Good bye machine mart
Regards
Mr waiting for refund”
“I just thought people may be interested in hearing about my recent experience with Machine Mart.
I purchased a Machine Mart BC210C battery charger in February. It looked a really nice piece of equipment, but the first time I used it, the positive battery clamp self destructed. That meant 2 hours off work to return it to Machine Mart in Mansfield. To be fair, the assistant in store sorted it straight away, and replaced the clamp there and then.
A week later, it would not turn on. The power switch would not go beyond half way. I also noticed that three out of the four front case screws were missing and there did not even seem like there was anything for the screws to go into when I looked down the hole. The entire front casing was loose.
This meant another 2 hour round trip to Machine Mart Mansfield where I told the sales assistant I would like a refund after demonstrating the fault to him. I was astonished to be told this could not be done in store and it had to be sent away for inspection which would be 2-3 weeks! At no point did I say I would be happy with another repair, in fact I said the opposite. Over the next few weeks I made several more calls to customer services, each time saying I did not want a repair, I was told this would be sorted once it had been inspected.
After nearly 6 weeks, I received a call from Machine Mart Mansfield saying my battery charger had been repaired and I could collect it (how exactly at the moment?). I told the assistant that I did not want the charger as I had specifically asked for a refund. I was told they can not sort this in store (why?) and I had to contact customer services again.
I have received a reply tonight from customer services, saying I cannot have a refund as they could not find a fault with the switch. They have not disputed the casing fault and the battery clamp fault, both grounds enough to reject the charger as unfit for purpose.
I am lucky in that I do not need this charger to run my business and the money for it is not needed at the moment. The returns process has already cost me far more than the battery charger in time of work and spent chasing their customer service.
Take note of this if you use Machine Mart. If you get a problem with your item, they think it is acceptable to have it for 6 weeks and then refuse a refund, even though I am completely in my rights to reject it under the Consumer Rights Act and Sale of Goods Act.
I will never use Machine Mart again and I hope this information proves useful to some of you in your decision making.
Thanks for listening.”
“asked 4 months ago about purchasing a pressure washer part still no response
previously asked about nail gun parts by the time they responded having only one of the two parts id already bought another (not clarkes)
i personally will NEVER buy clarkes again useless company”
“5 weeks later and still no refund because "our service team still haven't got to it but they will, I promise" Farsical returns policy coupled with staff who appear to no nothing about the tools they sell, at least in Catford anyway. Not the machine mart of old, more like an embarrassment to the high St.”
“Bought a heater had it for 4 weeks stopped working sent it back not heard anything the chap on the phone when i rang up was very rude and unhelpful and i was told i had to wait 20 working days for it to be fixed (which i wasnt told at the time of the first phone call) then when i said its been 19 days already he told me "well i havent counted the days but if you want me to waste my time i will but you still have to wait 20 days" then hung up on me.”
“Bought a heater thermostat did not work , that said it was not meant to, and would not give me a refund, I was forced to take a credit note , I will use it but Never shop there again.”
