Its difficult to find a starting point with this review but suffice it to say that my dealings with Tool-net have been disastrous. I have never had the displeasure of dealing with a more incompetent company than Tool-net. I placed on order for several items totalling just under £200. One of these items was a 2m spirit level at a cost of £33. I received an email the following day requesting an extra £15 delivery. I figured that this was because of the length of the level so in effect this level would now be costing me £48 which was no longer a competitive price. I rang Tool-net and asked them to remove the level from my order which they duly did. Five days later my order arrived but I noticed the package delivered was somewhat smaller than I expected. Another item on my order was a circular saw in a storage box. For some reason they sent the saw without the kit box. I also noticed that one other item was not delivered and a closer look at the delivery note showed this item was out of stock and would follow on. I contacted Tool-net about the saw and I asked whether they could just send out the kit box separately as this seemed easier than them arranging a collection and sending the correct item out. However, they requested that I not use the saw until they had spoken to the manufacturer. I found it strange that they would need to do this as according to their website all goods are in stock unless stated. This is obviously a false statement as both the saw and the item on back order were showing as in stock at time of ordering. Clearly the back ordered item wasn't and the saw came direct from Bosch. I had a large project to do at the weekend and this was the reason for ordering the saw but as this was a Thursday I still had hopes that I would be allowed to keep the saw and could use it at the weekend. Friday arrived and once again I contacted Tool-neg who told me they had not heard back from the manufacturer....Monday arrived as did Tuesday and I was furious now. My weekend had been wasted!! Finally, on Wednesday they contacted me to tell me I could use the saw and they would send out the kit box separately, which is what I requested almost a week ago. I was dumbfounded at how unprofessional Tool-net were. I was so angry that I told Tool-net to collect the saw and refund my money. About 10 days later I eventually received my refund which was one week and several emails requesting my refund after they received the saw back. I purchased another saw from a different supplier and it was delivered the following day!! So now to the back order.....I was advised this would be in stock 22/8. On 27/8 I contacted them to find out my ordered item had been discontinued. Rubbish!!! The item is readily available at lots of places and on checking the Tool-net website I was shocked to see it for sale, although the price had been increased. Tool-net 'kindly' agreed to send the item to me and as a gesture of so called goodwill they would not request the difference in price. This company is unbelievable!! I was told the item would be with me in 3-5 days. On contacting them again, they told me my item is was currently being transferred from their storage warehouse to their despatch warehouse from where it will be sent to me. Its so far taken over a week to get from one of their warehouses to another warehouse blah blah blah. What utter tosh they talk. I see no reason for them to have even one warehouse as they never have any stock!!! This company really needs to have a serious word with themselves as there is so much they can learn from more reputable retailers. Here is a list of the shortfalls that are clear to me; 1. If you have a complaint or faulty goods you wish to return they demand you email them. It's no good phoning as they won't deal with your query. This means any issues take an unnecessary long time to sort out. They state they have a "dedicated, part-time' department who only operate via email. 2. Most websites automate their delivery costs depending on order size or weight. This is not difficult but Tool-net charge a set delivery cost for standard items. If you order anything oversize they will email you the following day. This means the customer is not instantly aware of the delivery charges and it also adds another day to the order process. They do state that oversize items may incur extra charges but working this out at point of sale would be more convenient for everybody. 3. They state that all goods are in stock unless stated on the item page. This is untrue. From my experience they hold little stock and goods are sent direct from supplier. 4. Refunds are never processed in a timely manner and, in my experience, only issued after several reminders to them. On the plus side, their prices are normally very good but you need to ask yourself if you need all the hassle to save a couple of quid? Sadly, this is not my first negative dealing with this company but I know for sure that it is my last. No matter what their shortcomings are, there can be no excuse for misleading their customers by claiming false stock levels, failing to deliver orders on time and deliberately dragging their heals in issuing refunds!!