Toolstation UK Reviews

Name: Toolstation UK
Rating: 3.68

3.7 Rating 698 Reviews

67 %

of reviewers recommend Toolstation UK

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Metrics

3.7

Based on 698 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 38%
Accurate And Undamaged Orders	Greater than 74%
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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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

“Diane was a model employee she was very helpful friendly and very knowledgeable with DIY”

Helpful Report

Posted 3 years ago

“Appalling, ignorant, obnoxious, rude and awkward staff at the Boston branch with perhaps one exception. Deliberately refused a refund on an unused/unopened item as the 'manager' didn't like my face with the excuse that they don't take items back if they're unwanted so quoted the UK Consumer law to her then she decided they didn't have any cash! Kept me standing there 40 mins even though I explained I'm disabled with knee problems just to satisfy some sadistic quirk she has. The nicest thing to say about their 'friendly and helpful staff' is that they are the most horrible and repulsive people I've ever had the misfortune to encounter.”

Helpful Report

Posted 3 years ago

“Really bad experience. I made on order online, got e text message saying it’s ready for collection and when I went to collected they said they only have one. Time consuming. Unhappy builder.”

Helpful Report

Posted 3 years ago

“Ordered materials for a job on Friday 23rd June and paid the extra for Saturday AM delivery, it’s now the 27th June and no sign of any materials. Don’t waste your time or money with this company your better of going to a reputable company if you want good service”

Helpful Report

Posted 3 years ago

“The guy at the counter was not helpful at the bradford station. He was very rude and not helpful and kept referring me to the catalogue and said I'm busy and can't help every customer. I would never go back there again or recommend it anyone. The service at screwfix is much better.”

Helpful Report

Posted 3 years ago

“They still list items as being in stock when they're not. They take your payment and then cancel your order, yet don't process your refund for days. I paid almost £600 for two air conditioning units for my children's bedrooms, but now cannot buy elsewhere as I'm still waiting for my £600 to be refunded back into my account. I will never buy from Toolstation again, their customer services basically told me it was tough luck, and I'll get a refund when it goes through, but if that's not for the next week then that's not their problem. It's a shame, I've spent a lot of money with them up until now, but I won't give them another penny after this. Don't pay any attention to the amount they say they have in stock, the customer services rep told me it's never correct, this is a common problem and the company have to cancel orders all of the time.”

Helpful Report

Posted 3 years ago

“Used toolstation alot. The only thing that's let me down is the Hawksmoor Strimmer, brand new but didn't work at all. The process of getting it replaced/refunded is around 2-3weeks from item collection time so you're looking at just under 5weeks. These are "planned repair items" so can't take them in and get swapped straight away. Even when instructed to empty petrol and degas then take it in, the toolstation brach couldn't take it in. I was meant to get an email within the next 24hrs.....72hrs later still nothing. Stay well clear of Hawksmoor or repair items if you're planning to use the product straight away. Went to Screwfix and bought a Titan 43cc strimmer at same price....worked straight away. Disappointed with toolstation and how they handled this issue.”

Helpful Report

Posted 3 years ago

“I’ve used toolstation Crewe a lot, this company is part of Travis Perkins. Unlike Travis Perkins the prices are always consistent and the refund policy is brilliant as all your purchases are attached to your account so no need for receipt. Their free delivery and next day collection are always reliable. The staff are always helpful.”

Helpful Report

Posted 3 years ago

“Don't expect your product within stated times as it's just a "guide". I made order for a Monday and no sign by Thursdays. Contacted each day to be told it would be delivered that day. Gave up in the end and asked for refund, but they have to wait to get the product back (although it was never received) until they process refund so I expect refund in a year or two 😂. Absolutely hopeless yet quick enough to take your cash 👍. Steer clear”

Helpful Report

Posted 3 years ago

“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

Toolstation UK is rated 3.7 based on 698 reviews