Name: Machine Mart
Address: Machine Mart Limited211 Lower Parliament Street, Nottingham
Rating: 1.78

“Worst customer service I've ever experienced! After being told how great a Honda generator is by the staff, I bought the eu10i for over £800, this lasted just 15months. Whilst sent away with them to be fixed (which by the way took a month for them just to get back to me saying what's wrong.) I bought the Clarke generator for £300 so that I had a spare and something to use whilst waiting for my other to be repaired. The pull cord then broke exactly a month after purchase and they refused to refund or exchange until it had been sent away which would be a minimum of two weeks. I was then directed to customer service, then to another number and then to an email address to make my complaint and seek a solution. Absolutely disgusting service and it's so frustrating that they can get away with this!”

Helpful Report

Posted 7 years ago

“Ordered a ranger 6/500 from machine mart. Soon as plugging in the the valve blew it wouldn't turn off .so they sent another out and was on building up pressure then the tap blew off.the 3rd one they sent out was bent up on wheel frame plastic broke and wouldn't switch off .the engineer told me if I didn't mind bending the chassis back to take the cover off and adjust a screw for it to switch off but wasn't gonna do that it was mentioned to be new and in working order so asked for refund but no explanation or apology .will not be going there again. Wolverhampton especially”

Helpful Report

Posted 7 years ago

“Ordered a ranger 6/500 from machine mart. Soon as plugging in the the valve blew it wouldn't turn off .so they sent another out and was on building up pressure then the tap blew off.the 3rd one they sent out was bent up on wheel frame plastic broke and wouldn't switch off .the engineer told me if I didn't mind bending the chassis back to take the cover off and adjust a screw for it to switch off but wasn't gonna do that it was mentioned to be new and in working order so asked for refund but no explanation or apology .will not be going there again. Wolverhampton especially”

Helpful Report

Posted 7 years ago

“Had to order a welder liner online as sold the wrong part in the deal store as I needed it urgently as the store didn't have the right one in store. Paid for overnight delivery, nothing received. No reply to email query about order so called. I was told that when I ordered they had 7 in stock but they sent them to their sister company rather than a customer who had already paid! Still awaiting refund over a week later!!”

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Posted 8 years ago

“I had a heater from machine mart and it was damaged I kept phoning and phoning for a replacement and they never bothered getting back after 3 times of calling. very poor service and would never shop with them again”

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Posted 8 years ago

“I would like to express my severe disappointment at the service I received from Machine Mart I purchased a Clarke IG1000 1kW Inverter Generator to charge my Caravan battery when we were on holiday at the Great Dorset Steam fair. The last two years we didn't use the generator so we have only use once the previous year about 2-3 hours per day, This year we did need to use the generator it ran for 20 minutes and stopped and would not go again the was the second day of are holiday so I had purchase any other generator for the remaining days of are holiday , I did contact Machine mart Liverpool who told me that they could send the generator for a repair costing £24.00 for assessment. The would tell me the cost of the repair I contacted Machine Mart Liverpool today and was told it would cost £290.00 to repair it. It would be cheaper to buy another one, I have been a customer of Machine Mart for years and this is the first time I have been very very disappointed at the service and quality of the product . it is absolutely ridiculous that the generator has only run about 20 hours in its life should need a repair costing £290.00 , I put to you that the generator was not fit for purpose.”

Helpful Report

Posted 8 years ago

“I placed my order with machine mart for a damp meter on 8th October 2016 on the website and paid fully for the item. It does state that delivery is 4 or 5 working days and on the 14 October I visited my local store to enquire about the item that I had paid for only to be told that the item was not on stock and that they were awaiting a delivery from the manufacturers. I asked when this would be and they did not know but said it would be at least 3 days after they had delivery from the manufacturer that I would receive my item. I then sent the company an email cancelling my order on the 16 October 2016 and stated that the reason was that they did not have the item in stock. I did not receive a reply and I then telephoned their sales team on the 17 October 2016 at about 3 30 pm and told them that I wanted to cancel my order as they did not have the item in stock. To my dismay I was told that it would take 3 or 4 days to complete my refund. I know that this is only a small amount but it will then be a minimum of 12 days that Machine Mart have had my money for an item that they are not carrying on stock and did not even have the courtesy to let me know.I will never deal with Machine Mart again as I do not wish to give my money to a company who I think has no principles.”

Helpful Report

Posted 8 years ago

“For the second time in Colchester branch crap service the staff seem more interested in reading there computer screens than serving customers, waited for several minuets to be noticed no luck left the goods on the counter and walked out never again, got the same goods from Amazon next day and cheaper.”

Helpful Report

Posted 8 years ago

“Machine Mart used to be a name you can trust.....what a joke they are now! I felt it was time to get a new top box and roller cab and thought of MM, I had only just missed out on the VAT Free offer so I gave them a call was given the discount and half price delivery....thumbs up I thought. They had to deliver the items in two halves, the top box first and then I had to wait for the roller cab to come in before it could be dispatched. So the order was placed on Friday 23/9/16 and was delivered late in the day on Monday 26/9/16. I opened the item up only to find that it had been badly damaged in transit and immediately phoned them....only to be told I have to take pictures and email them (Unfortunately their email servers can't handle more than a few pics looking at it as it kept bouncing back as undeliverable. Uploaded them to Photobucket and sent the link instead) Phoned them the following day after not hearing anything only to be told that it had been forwarded onto the relevant department and should receive a response before the day is out.- Nothing! Phoned again on the Wednesday morning only to be told that they will forward it on again and I should hear something before dinner as they will walk through to the manager to get it expedited. Dinner time came and still nothing so I decided to just phone Customer Services as enough was enough where a very pleasant woman did everything in her power to get this sorted out for me by getting one of her managers to go and find the Elusive Eddy. I was also told that the email had been received and opened up by the relevant department but appears that no one could be bothered to try and sort my problem out. Eventually Eddy rang me back and asked what I wanted to do! I decided to give them a second chance and get a replacement set out because as far as I was aware it was the couriers fault and not MM's so one was sent on a pallet to prevent the same thing happening and a refund of delivery charges was given after I asked for some form of compensation. The item arrived and was perfect.....so I couldn't wait for my Roller Cab to arrive and get all my tools sorted out. I was told they should have them arriving on Monday 3/10/16 so should be with me a day or two after....quick phone call on Tuesday just to make sure it would be arriving and to reschedule my work to take the delivery. Anyway it arrived today Wednesday 5/10/16 on a pallet that was exactly the same size as the box that was on it. I noticed that one of the bottom corners of the box as slightly crushed so I was quite dubious on opening it up....but I couldn't be that unlucky could I? Surely not! So I turned it over and opened the bottom side first....p****d off is not the best way to describe how I was feeling....p****d off and fuming was more like it. It was damaged that badly that the corner itself had been pushed in, the bottom drawer wouldn't engage properly when closed, the top of the cab was also damaged which looked like it had been crushed. This in my opinion was definitely not done in transit but in the warehouse before it was placed onto the pallet. Here we go again.....telephone call - only to be told email pictures yet again! I explained the situation and was told to email immediately with a heading done in capitals stating that it was URGENT and that his manager would find Eddy once it arrived. A couple of hours passed and I received a phone call off Eddy we went through the motions of deciding whether I was going to keep it or not and that I wanted some proper compensation as this had cost me 3 Day Wages so far as with being self employed - If I don't work I don't earn! He said he would get back shortly after I said what terms I would accept a replacement and that he would have to speak to those higher up than him. Another couple of hours went by when I had to phone up and give them my mobile number as I had to go out urgently thinking he would ring me when I was out - Nothing! When I arrived back about two and a half hours later I checked to see if I had missed any calls and you guessed it nothing. That was it now I'd had enough and I wanted my money back and the items returning to them.....I phoned up to tell them what I wanted and said I want to speak to Eddy.....surprise surprise he wasn't there! Someone else rang me back to say that it had been escalated and was awaiting a decision, but by this time I was not interested any more. If I had just been given a courteous phone call to keep me in the loop with what was happening I may have been tempted to see what the outcome was. But no that would be too simple so I cancelled my order. Anyway cancelled the order so I had to wait for the returns department to ring to get them picked up. The returns department then called to ask when I wanted it collecting - I was only offered Friday or Monday, so Friday it is then! The only problem is they can't give me a time for the collection and the courier will let me know when he's nearby. So basically it's cost me 4 days work & lost wages for the pleasure of returning everything and the monies won't go back onto my card until late next week, which means I can't order one from elsewhere until this has been done. So a BIG thank you to Machine Mart for wasting both my time and money and that I will never be using you again! Don't get me wrong some of the people I dealt with were very helpful, courteous and apologetic. But the way I was treated by a certain department and person has made me more determined to stop other people making the same mistake I did and go elsewhere.”

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Posted 8 years ago

“Visited Grimsby branch today, Dave was so helpful. Brought heavy log burner and other items to our car. Great friendly helpful service.”

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Posted 8 years ago

“Belt broke on my contractor saw,they sent me one the wrong one. That cost me 8 pound and then told to take it back to where I bought it, which is 20 miles away. At the shop they said it will be 3 weeks, if at all as they have stopped making it (I.ve only had it 10 months) please, please don't shop at MACHINE MART ' I WILL NEVER,NEVER”

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Posted 8 years ago

“Phoned Machine regards problem with my Clark mig welder, suspect print board fault, after discussion with chap at in repairs, asked if I could bring it to shop, can he check it, if faulty have replacement, he said got to get OK from manager first, came down to shop after parking 2 Streets away, manager said he could not check it, then ask why assistant agreed for me bring it here, assistant denied he had told me that, now got to bring welder to shop to have it repaired, at £24 for an estimate, then replaced print board cost £58.78p, by them, now why do they charge £20+vat, to estimate a repair, if they carry out repair there, a garage does not charge to estimate a car repair, if they get the job, so why does machine mark, total cost £82. 78p”

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Posted 8 years ago

“I purchased a Black & Decker battery drill on 21/03/2016, the drill was used at work for 11 days (very slow to charge). The drill was not required until last week due to change of job ( would not charge or hold charge). Last Tuesday I returned to the shop with drill and receipt asking for a replacement, I was told that the drill would have to be sent off to be tested, this was of no use as the drill was required for work (purchased new drill from tool station). Machine Mart will not receive any more money from myself, I find the response to my complaint laughable, this company appears to have the same response to complaints as Vodafone. I would not waste my time taking a functional tool back to the shop to ask for a replacement.”

Helpful Report

Posted 8 years ago

“I am always impressed by the service Machine Mart provide. The chaps in the shop in Carlisle are spot on. I have bought many items over the years and been happy with them. The one exception to that is a Keilder cordless drill which is utterly gutless. It's screw driving ability is poor and I regret buying it. It can't even unscrew screws that have been driven in with it. It looks the part and feels it too and has a brushless motor but it is sadly lacking. I'm now at a loss as how best to use it since it's not capable of basic tasks. The model is KWT-001 (18v). I have learnt my lesson - you get what you pay for. That said, in my experience, Clarke tools are superb and represent excellent value.”

Machine Mart 5 star review on 13th July 2016

Helpful Report

Posted 8 years ago

“I brought a bosh pressure washer, top of the range, it cost £598, I wanted the very best, and took the advice given me in the shop, but unfortunately the pressure washer was fullty, it just kept stopping for no reason, no problem I thought, just take it back and get a refund. how wong I was,... I was offered an exchange ,but when I got them to test it before I went ahead it was fullty too, so just wanted my money back, never have I had so much trouble in getting a refund. They said that because I wanted a refund thay would have to send it away for testing. and I will have to wait for the outcome, I was amazed, so because it was fullty, (and the other one on there shelf ) thay where going to make me wait for my refund. I told them that I will never buy from them again, and left the shop. before I got to the top of the road, they phoned me and said come back ,because they have decided to now give me my refund. what an absolute nightmare. I must say that the staff where very polite and apologise, saying that it was head office . and there hand's where tide. Even though thay phoned them while I was in the shop, it was only decided after I refused an exchange and left the shop,I could have my money back, I think that this is a way of forcing a customer to buy goods that thay don't want, Please be aware. .....”

Helpful Report

Posted 8 years ago

“Ordered goods on Monday for 3-4days delivery. Friday came no goods. Cancelled goods because of late delivery. After several promises of refund still waiting for refund into my account 6 weeks later Would not order goods and pay again over phone. Never known a company like them for not refunding promptly when it was their fault.AVOID THEM”

Helpful Report

Posted 8 years ago

“Our Clarkes pop-up Gazebo collapsed on us and friends at a barbeque whilst we sheltered from a rain shower. Luckily no one was hurt. Machine Mart's customer service did promptly reply but defended their poor quality product by advising that it would only cope with a light shower. Buyer beware and take a look. It has a sloping roof designed to drain off water, but it has not sufficient support on the sides. I think from a health and safety point of view it is negligent to ignore such an incident.”

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Posted 8 years ago

“ordered a poultry drinker never came rang twice over 4 week period stated it would be delivered never delivered shocking service will never use again had to use charge back to get a refund on the card i paid with.”

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Posted 8 years ago

“Purchased a clark saw bench, but when i got it home the sliding side extension table didn't sit flush with the rest of the table. It was raised, so work would sit flat. I returned it to the store and we checked the other one in stock and that had the same fault. They refused to give me a refund, even though HO agreed it was a fault. I had to spend more on another saw bench. I will never use or recommend Machine Mart Brighton again. Not happy. I left a 1* review on their web site weeks ago , which they haven't published yet.”

Helpful Report

Posted 8 years ago

“Ordered part. Didn't arrive. Phoned to find out what's happening. Told part discontinued. They had know for 11 days but had notified me and worst of all hadn't refunded me automatically. Wonder if they ever would have refunded me if I hadn't called them? Disappointed and now I find out the part isn't available after waiting 20 days.”

Helpful Report

Posted 8 years ago

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 23%
Accurate And Undamaged Orders	Greater than 72%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.5 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Machine Mart Reviews