Toolstation UK Reviews

Name: Toolstation UK
Rating: 3.69

3.7 Rating 688 Reviews

67 %

of reviewers recommend Toolstation UK

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Metrics

3.7

Based on 688 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 40%
Accurate And Undamaged Orders	Greater than 75%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Under An Hour
Customer Service	3.3 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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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

Toolstation UK 5 star review on 22nd March 2023

Ejaz Gas And Electric Services Watford

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Placed a big order for next day delivery, small items arrived next day but not the big tools, they were meant to arrive 3 days later, they didn’t! Yet when I phone toolstation I was told someone had signed and accepted delivery. 2 days later toolstation confirmed the tools were still in a warehouse and delivery had not been attempted. After many phone calls with supervisors the tools had still not arrived after 10 days so a refund was given. During this process I had to cancel a job because I needed the tool that should have been delivered and then I wasn’t allowed on site because of site regs that the other tool met. I was assured that a good Will gesture would be made for the lost revenue I encountered……nothing! I don’t complain to get free stuff but when I’m losing hat just takes it one step to far. Will not be recommending them to anyone in the future.”

Helpful Report

Posted 3 years ago

“They find so many ways to get it wrong: A 100% failure to get it right based on the three times I used them. 1.Ordering via the Toolstation website. The box arrived, the most expensive of two items was missing from the box. 2.Went to collect six tubs of magnolia paint; one of them was clearly labelled as a being of a different colour. 3.The 'Filler Saga': Filler not available at local Toolstation store. Please order it in. It will be here next day. Late next day went to collect, but it was not in. Gave it a week and visited ToolStation again. 'Ah yes, it was here for you last week' says the staff member. Not according to 'Oz' who had served me that previous Monday who had checked the electronic inventory display AND the shelves and the order wasn't in. A week later had they ordered it in? Had itarrived? Of course not!. ToolStation tried to palm me off with 'Tile Grout' instead of what had been ordered. It takes a special kind of skill for Toolstation employees to be so useless: Can they not read the labels?, were they unable to read the product 'code' number?, not check the 'bar code'?, nor even get a grip on the 'colour coded pot lids? (Apparently the ToolStation supplied tubs of 'Filler' have a blue lid, whereas the 'Tile Grout' tubs have a mauve coloured lid.). For ToolStation to get it wrong once can be written off as an 'accident', for ToolStation to get it wrong twice begins to look like 'carelessness'.For them to get it wrong three times in a row everytime I have I used them, begins to look like systemic poor quality USELESSNESS. How can they not even read the labels on the products they sell? How can they deliver a '100 per cent failure to get it right' ? I will not waste my time with ToolStation again. Please learn from this now 'ex-customers' experience; I found ToolStation service to be sloppy, inefficient, time-wasting , lacking attention to detail and with personnel whose core skills (label reading) are missing. When the ToolStation staff member asked 'Would you like me to order the filler for you again'? After multiple journeys to collect what I had ordered [and paid for in advance] I requested a refund instead. I have 'voted with my feet' , I will NEVER USE TOOLSTATION AGAIN . Disappointing performance and failure to 'get it right' every time .”

Helpful Report

Posted 3 years ago

“Really friendly and helpful knowledgeable staff”

Helpful Report

Posted 3 years ago

“You got a lot of stock And friendly staff makes me feel better in my self As some times I need lot of help And friendly staff at Aberdare branch gives me this I shopped there today and Chelsea help me one of the staff Very helpful and friendly This is y I put a high score down 🤗”

Helpful Report

Posted 3 years ago

“Purchased a lawnmower sku45043 £129.99 took it back in 1 hour and they refused to accept it they told me I had to contact Hawksmoor and get courier to pick up and after several weeks of checking lawnmower you might hit lucky and get refunded moral of story is you can't exchange them even if there broken so avoid this trauma unless you want to pay for something you can't use....all mounting bolts were split if it comes off deck it's no longer a lawnmower more like a rotorvator.”

Toolstation UK 1 star review on 29th June 2021

Helpful Report

Posted 3 years ago

“Rubbish customer service impossible to geth through tells you called be answered in 15 mins 30 mins later still no answre same with chat line sit there no answer dont answer emails good are lost cannot get to speak to anyone hopeless so ring back later in day several times wait time now at least 30 mins before expect answer call just dont bother no interest in you as soonas took your money worst after sales ever will eb spekaing credit card company get money back.”

Helpful Report

Posted 3 years ago

“Customer Service was absolutely shocking in the Swinton, Wardley branch. My daughter and I went to the counter, with big smiles on our faces and Sam with pink hair came to us with NO smile whatsoever. I started to ask if you had something in stock and Sam interrupted me saying "NO, we don't sell that!". My daughter said "It's on your website", to which Sam replied "What's the part number?" We told her we didn't have it, but she said "Well I don't know anything; I'm just given a part number to find it!" We were so shocked with her attitude that we walked back out again. This could have been a fruitful relationship on your part but I definitely won't be returning.”

Helpful Report

Posted 3 years ago

“What a waste of space tool station are travelled 15mike to pick up goods that were “in stock” in Newport only to be told “we don’t keep them in stock you have to order Give me screwfix any day”

Helpful Report

Posted 3 years ago

“Tom at Bamber Bridge gave exceptional support to service will definitely go back”

Helpful Report

Posted 3 years ago

“Absolutely useless at fulfilling orders placed with them. I'm having to look for an alternative supplier because Toolstation don't have any stock”

Helpful Report

Posted 3 years ago

“Went to the local Toolstation inside the local Wickes store. I was looking for a pressure sprayer part but, did not know where to begin, I saw the Toolstation manageress Kim who has helped me before. She was on her way for a break but, stopped to help me locate the part I needed. It was not in store AND would you believe, she phoned around and reserved it for me at a nearby branch. Kim is always cheerful and very helpful but, this was customer service on STEROIDS! Remember, she was on her way out for her break and still did all the above to help me. First class service from Kim...as per usual.”

Helpful Report

Posted 3 years ago

“went to Diss branch- very friendly, helpful and fast served by chris. I'm a carpenter by trade and very rarely write a review but i was impressed by the service. will be using toolstation from now on and not the one across the road ------fix. thanks frank breen”

Helpful Report

Posted 3 years ago

“Such great customer service they really helped me find what I was looking for and I was not rushed which was nice. A lady called Jaime served me such a lovely lady who was so helpful. Keep up the good work. P.S the drinks machine is an added bonus x”

Helpful Report

Posted 3 years ago

“Website is terrible, you search for a specific item but the website takes you to a totally different items”

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Posted 3 years ago

“Very unhelpful customer services who didn't care what I said even after paying for my order that did not get delivered. They should take a leaf from screwfix who always have stock when you order unlike toolstation.”

Helpful Report

Posted 3 years ago

“Purchased a chainsaw and the starting toggle broke on the first day of use. Toolstation refused to take back, refund or exchange. Told me to call the manufacturer and they will arrange to pick it up. I refused to leave the shop until they sorted it. The pick up by the manufacture is more than a week away. I have had to purchase another chainsaw elsewhere in order to get work done. Toolstation customer service is non-existent and I am pretty sure they are breaking the law by refusing to exchange or refund. Do not purchase tools from this retailer if you want any backup support when they break. Reply from Toolstation 18 hours ago Good Afternoon, thank you for taking the time to provide us with your valued feedback. I’m sorry to hear that you feel that way about our customer service. Here at Toolstation, we pride ourselves on service and I am deeply apologetic to learn that we fell short on this occasion. I am not sure why they refused to exchange this for you, as you have a 1 years warranty with us and 30 days to return any unwanted items. You will only need to contact the supplier if it has gone over our 12 month warranty policy. Please contact us with your order reference number via any one of our Social Media channels (Facebook or Twitter), call us via our Contact Centre on 0330 333 3303 or connect with us on Webchat through our website; www.toolstation.com so we can resolve this issue for you. Thank you again for your feedback and please accept my further apologies for any inconvenience caused. Kind regards, River Did what they suggested above been online with them for over 1 hour so far and still not resolved. Avoid this company at all costs”

Helpful Report

Posted 3 years ago

“I managed to mis - order a garden trimmer. When it arrived there wasn’t a charger in the box so I re- read the description in the brochure & found I hadn’t read it properly. I went into Harlow Store & Morgan served me, Wonderful service ! I can’t thank her enough for sorting my error so quickly. This young lady is a credit to your business.”

Helpful Report

Posted 3 years ago

“Can anyone tell me why stock levels are non existent. Not even got 25mm conduit and fittings unless I want to drive past 3 stores to purchase. We have a new store in town, nice staff, but, just no stock, this includes simple things like plasterboard screws in the past. If they want to compete, they need some stock.”

Helpful Report

Posted 3 years ago

“It's no wonder Amazon are taking business from everyone. When Toolstation say next day delivery and charge you extra they are lying. Do not stake your business on their promises.”

Helpful Report

Posted 3 years ago

“Very quick accurate service”

Helpful Report

Posted 3 years ago

Toolstation UK is rated 3.7 based on 688 reviews