Toolstation UK Reviews

Name: Toolstation UK
Rating: 3.70

3.7 Rating 687 Reviews

67 %

of reviewers recommend Toolstation UK

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Metrics

3.7

Based on 687 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Told order was ready to collect,went to collect order didn’t have half the order in stock total waste of time.”

Helpful Report

Posted 4 years ago

“terrible customer service, almost impossible to get in touch. Took over three weeks to arrange collection of item that i wanted to return. And still waiting for refund week later...”

Helpful Report

Posted 4 years ago

“I purchased a thumbturn toilet door lock, it said it would show red when engaged and white when vacant. After turning lock once most of red indicator scratched off, after a few turns red was completely gone. Item was also slightly tarnished. Cheap an nasty doesn’t cover it. I tried to leave a review on Toolstation‘a website but they don’t allow negative feedback.”

Toolstation UK 1 star review on 3rd August 2020

Helpful Report

Posted 4 years ago

“How ridiculouse I had to put 3 p on a card so UK sterling is of no value anymore because Toolstation want to track you what I should have done is got a refund and gone straight over to sqrewfix which is cheaper anyway than Toolstation who do still value the British sterling and customers using it do not go to Toolstation there is paper on the table paper masks paper wrappings on pruducts handle by hundreds of people it's for your convenience it is not mandatory has never been pasted by a law yet, sterling has still got a value ,in most stores still excepted But Not TOOLSTATION who apparently only take cards over the road opposite in SQREWFIX you don't have to order on line straight up code number and that's it no cards inforsted cash good old British cash has the world gone completely mad or is it these company's are run by baffoons who inforse these silly now outdated rules this company deserved to be passed by go elsewhere take back your right to use sterling as monetery exchange”

Helpful Report

Posted 4 years ago

“NEVER GOT ANYTHING IN STOCK IN CORNWALL”

Helpful Report

Posted 4 years ago

“I normally use Toolstation or Screwfix depending on the product I want. I needed some central heating cleaner quickly so ordered this and a few other items from Toolstation on a Monday to be delivered. Our family is isolated so it had to be delivered. By Thursday I'd received nothing. I checked the Parcelforce tracking number only to discover my parcel had been sent by them back to Toolstation, arriving on Wednesday. Why? Why hadn't Toolstation told me about this? They must know they've got it. I sent them an e-mail telling them to cancel my order. I just got an automatic reply telling me they would answer my e-mail within 5 working days. What rubbish service! I don't expect anyone at Toolstation to sort this mess out, I shall probably have to take the matter to PayPal. I have ordered what I want from Screwfix and the parcel arrived the next day. Job done! I shall stick with Screwfix in future.”

Helpful Report

Posted 4 years ago

“I understand completely that everyone is under stress , but respect and politeness costs nothing , I have just visited your Stockton store for the second time in three days and been served by the most obnoxious and impolite person , the first time I let it go , however if you are going to open to serve people you should reinforce the process to be used, Kevin Barry CEO Future Investments”

Helpful Report

Posted 4 years ago

“I have been waiting over 2 weeks for a refund, absolutely disgusting. Use Screwfix they are much more efficient.”

Helpful Report

Posted 4 years ago

“Went to Bootle (Liverpool) store after ordering an electric shower (£189.98) on 3/7/20, went to pick this up the following day and was told it was out of stock. They stated they had left a voicemail which I didn't get, they did however send an email to confirm it was in stock. The young lady at reception said again they had no stock and they have refunded back onto my card (still not received refund 14 days later). I went back onto their website that day (1 day after ordering) and they were showing 2 showers in stock at a higher price of £239.98. It look like they did not want to sell at the original price and used the 'out of stock' as an excuse. Sent emails to customer service (if there is such a thing) 4 days ago and still no reply. I will need to contact my bank today to see if they can authorise returning my money, could be that Tool Station are having cash flow issues and keeping hold of your money. All I would say is KEEP CLEAR of Tool Station, they are a joke company”

Helpful Report

Posted 4 years ago

“I ordered and paid for £120 of paint for a job on next day delivery. 9 days later, no paint and no response to emails or socials. Lost 2 days work. Diabolical.”

Helpful Report

Posted 4 years ago

“Went to Bridgend branch to collect my order, i joined a queue outside the store after waiting 5 minutes in the queue we were growled at by the female counter person, and told that we were all queuing incorrectly. They need to lay out the queuing lines correctly. When i got served, they lost my order, what a performance to find the order with lots of barking of orders at the other staff. I find this store the most disorganised and the staff very unfriendly. I would advise to avoid this store.”

Helpful Report

Posted 4 years ago

“went to penzance store on saturday 11th July to get a charger for a dewalt circular saw. Immediately the tool station advisor seemed unhelpful. He told me to take a toolstation brochure and have a look and come back. I understand that it is under covid 19 arrangements - there were no customers there at all. Having poor eyesight for reading i returned asking if fast charger was the only one on sale. his reply - 'i dont know' - he clearly did not want to help. i asked if there was any one else in the building who could help me. Reply - no. What a shame that his response from the first moment to that last was totally unhelpful - clearly has no understanding of customer relations at all and a poor salesman for toolstation.”

Helpful Report

Posted 4 years ago

“Ordered a diamond wheel wet cut tile cutter on a Tuesday when I needed it for a job on Friday, FREE next day delivery. Low and behold by Thursday afternoon the item had not shown and tracking on the Parcel Force website just showed "To Be Advised". Rang customer services at Toolstation and waited over 22 minutes just to speak to some one, only to be told exactly what I already knew and that to expect delivery Friday, if thats not good enough, refuse delivery and when Toolstation get it back they will refund me. Whats the F**KING point, I needed the tile cutter, now I have to go and find a store with one in stock and waste more time.”

Helpful Report

Posted 4 years ago

“If I could give a zero I would, store in Barry is a joke,paid for items but one item was missing from order manager told me I couldn't have items that arrived until all the order was complete even though the electrician I booked was due the following day (goods turned up 2days later than date shown for pick up after I paid ) I told the manager I had paid for them so legally they were mine he then disappeared for more than 30mins and said I can't let you have them as it messes up my stock levels, How I've paid for stock,stuck to my guns and after an HR he eventually let me have my order and wrote on receipt one item to collect ,we them had lock down oh my days I then went to pick up missing item which I did not need but couldn't have a refund, so on Sat I went back with said item plus receipt and asked for refund again off he went with the phone came back with receipt and said you've been refunded I asked how as I have item and receipt as the queue by now was big and he wouldn't listen I left,has no CS or management skills and definatley no common sense ,I now have 3items receipts for and don't need them....will never shop here again...explains huge queue at Screwfix opposite where you always get a great service!!!!”

Helpful Report

Posted 4 years ago

“A product has been delivered 3 times and on each occasion was found to be damaged when opened. On the 4th time phoning back to advise them of the damage I was told that they could not help further and hung up the call. Now I cannot get through and zero response form emails and tweets. Toolstation have my money and do not seem interested in replacing the damaged item.”

Helpful Report

Posted 4 years ago

“Absolute rubbish service to a long standing customer who has now learnt his lesson. Refused a refund unless I went to the store to collect cash and take the item back. I did as requested but Toolstation then refused to take back the item (miiror light) because it was too large to fit in a refund tray for which Toolstation have determined a size for (No advanced warning). So again, now refused a refund until they collect it from me which is a complete reverse from saying I had to take it to the store - and gues what?...I then have to go back to the store to get the refund. Shame on you Toolstation, you are a disgrace and my view is that you are capitalising by retaining cutomers money for months simply because you have not enough staff to process refunds due taking advantage of government funding and reducing staff levels that would help customers refunds but keeping those that process sales to benefit you. Screwfix service has been quite the contrast and that's where my future business shall go.”

Helpful Report

Posted 4 years ago

“Total scam artist Ordered and paid but no delivery no confirmation of order Tried to get refund and guess what no refund yet (nearly a month. Tried to get refund via PayPal but PayPal is protecting the large companies I then reported to bank I finally got to speak to their so called customer service and the amazing thing happened They(Toolstation) actually said that if I close all resolutions (so that Toolstation does not get marks against them they will give me my money back That is blackmail I have been advised by my bank to report them to ACTION FRAUD IF ANYONE HAS OR IS HAVING SIMILAR PROBLEMS CONTACT THEM IT IS TIME THAT THESE LARGE COMPANIES ANSWER FOR THEIR ACTION ACTION FRAUD TELEPHONE NO 0300 123 2040 Still waiting for refund PLEASE DO NOT USE THIS COMPANY”

Toolstation UK 1 star review on 21st June 2020

Helpful Report

Posted 4 years ago

“Fuming with this company that have costs me heaps in extended labour costs. Ordered several items last week under the belief it was next day delivery (as stated all over their website). A week later they still havent despatched. Happily took my money but unable to respond to messages. Have been completely ignored. Incompetent liars that I will NEVER shop with again and would advise others to avoid”

Helpful Report

Posted 4 years ago

“Re: QWW373395622 Part delivery received today 15th June Waiting for Wood Protective Treatment 5L Dark Brown - (41022) Unable to contact them, project on hold now”

Helpful Report

Posted 4 years ago

“Placed an order for a couple of items, for delivery, one part turned up, nobody informed me that the other item wasn't coming. After 2 live chats saying they'll chase and call me with an update, then 3 phone calls later one and a half hour phone calls, the best they could do was refund me with a £10 'Good Will' gesture which I had to ask for! Just checked my account, and all they have refunded me is the level set. Brilliant”

Helpful Report

Posted 4 years ago

Toolstation UK is rated 3.7 based on 687 reviews