Having purchased an item for click and collect as I usually do, I went to collect my item. I was asked (for the first time ever) for the card I made payment with. Despite showing the staff - all 5 of them, the text message, the email and my bank statement they refused to let me take the item, even calling me a lifter and threatening to call the police when I walked out with it. Last time I ever shop at Screwfix. Buyer beware.

Order from screwfix on numerous occasions however this time some of the items received was shocking the Site work gloves arrived rotten / filthy this was yesterday Monday spoke to customer services a lovely lady apologised and sent replacements today Tuesday and you can't make this up same issue 1 pair of the 2 gloves Rotten / Filthy shame I can't share the photos they need washing before they can be used shocking to be honest that on 2 occasions someone see the items and thought they was in acceptable condition to send to a paying customer

Excellent service from Screwfix Rustington branch time and time again. Items always ready for collection in minutes! Very good quality products too.

Placed an order: Website says: We've sent a delivery confirmation. After not recieving it for quite some time called their customer service. After talking to their customer service- turns out they didn't send it (despite saying they did) and blocked the order without telling me due to that the billing address and delivery address not the same. Then they hung up. (I really do wonder what would have happened if I trusted the website and not called them.) Called them again _ they said that actually they can deliver it to a different address but will need to transfer me to different person.... Who promptly informed me that the reason that "they" called "me" (nope) was that they couldn't do that and the order blocked, and that they hadn't taken the money out of my account (they had). That they would not release the order unless that I changed the address. Long time later they said that I *might* receive an order confirmation in a week time. (The order was to be delivered in 2days) Lot of time wasted. Use any other service if you need a product delivered to you. It just isn't worth the time. They were misleading half the time and incapable of communication.

I have been using screwfix for 17 years plus and been in construction for 35 years and have spent thousands with them. However: When you online order and pay online they text you a unique order number. For years, I've forwarded the order confirmation to my wife for her to collect order as I'm so busy working. With that confirmation and unique number there's never been any issues with collection, until today, at Lancaster store. Inconsistent as today we need payment card, never asked before. Awkward and rude staff who can't do their job as they'd shown order fulfilled when my wife couldn't have the order. Cancelled my account, refunded me and I will never, ever use screwfix again. Their customer services were just as useless, he wanted to argue and didn't realise the customer is always right! Their loss. Hello Amazon & Plumbase and screwfix need to get rid of awkward jobsworth staff. Also why is payment card suddenly needed? Let the banks police the finance world, screwfix just sell your hardware, if it's paid for and someone has the text or email confirmation and order number, let them have it.

I felt I was an inconvenience to the staff when I was finally served. Then charged twice on my card after I was advised the first payment did not go through. When showed my online statement on my banking app was told that one of the payments ‘probably’ wouldn’t go through which consequently did the next day - sales staff advised there was nothing she could do and that I would have call back to the branch with a bank statement! Called customer service and advised to send an email with screenshot of transactions. Now have to wait for a refund through no fault of my own. Very disappointing service, will not be using Screwfix in the future as clearly they do not value their customer these days - made me feel like a fraud!!

My opinion based on my customer experience with them is that of incompetence and lack of honour. I purchased an order online to collect at the Croydon branch. A few days later I travelled there to collect. On arrival, the store manager told me they decided a few days ago not to honour my purchase. They did not bother to even inform me earlier by phone, SMS, email, or any other means. Because of their decisions and inaction, I travelled across London for nothing; wasting both time and money.

All I wanted was ONE single Phillips screwdriver. Not a rarely used, obscure imperial sized tool but probably one of the most common tools in any tool box, anywhere. I went into a Screwfix and was told that single Screwdrivers have to be ordered on a 'next day' basic. I was speechless! We are talking about a Phillips screwdriver! They were happy to sell me a screwdriver set from stock but this is not what I wanted. Obviously, I left and got my screw driver elsewhere, off the shelf. Silly policy Screwfix, very silly. I also don't take lightly to being called 'mate' by their counter staff.

If you forget to change your delivery address they won't help you. It is "impossible to change or cancel and order once it has been placed" according to the nice lady on the helpline. So if you have ordered £1000 worth of radiators, you have to either " hope the delivery isn't signed for and stolen" or "attempt to intercept your delivery and transport the radiators to your address yourself". That was their actual advice! Terrible and unhelpful system. Wish I had ordered with anyone else.

Tried to collect an online order from the Dudley branch on Monday forgot pin told by the person I dealt with behind counter nothing they can do. Machine asked for another card so went back today Wednesday with another card for same account and yes i no the pin guess what machine wood not except card told to speak to JOBSWORTH member of staff what a waste of time all for a £1.63 item. After a confrontation with the branch manager  he was no help at all so i asked for a refund and will not use screw fix or recommend to anyone.

When ever we need something for our home diy we look in the catalogue first and usually find the item we need if not a member of staff puts on the correct path Very helpful with good advice St Austell

This is the complaint form i have sent through to screw fix which details my experience! I visited your Macclesfield store on Sunday 24th May wanting some assistance in ensuring the plumbing products i wanted to purchase were the right ones for the job. I took with me all the parts i already had and described what it was i wanted. All i got from your sales assistant was "Do you have a product code?" My answer was no as i was unsure of the technical terms in your calalogue. He then responded "Can't help you if you don't have a product code". I asked if there was anyone else that could help as i didn't mind waiting, to which he responde "no one else other than the manager and he is busy!" I gathered all the parts i came with and went over to look in the catalogue. As i am 6 months pregnant i found this rather overwhelming as i am not familiar with the terminology used. This was too much and i left your shop in floods of tears. It was a 25 min drive home where i then proceeded to ask my father in law for assistance in itemising the products i needed and returned to your store later in the morning with my husband as i was feeling rather intimidated by your staff. When we both walked in the same sales assistant looked straight past me to my husband and asked if he could help him. Quite clearly your sales assistant had an issue with women which in this day and age is an absolute disgrace. All i wanted was some assistance in purchasing the correct products. I proceeded to spend over £100 on these plumbing items, wasted a whole morning, driven back and forth to your shop twice (each journey is 20 miles round trip). For anything further for our bathroom project i have visited our local DIY store who have been extreemely knowledgable about the products they sell and also have a very friendly attitude unlike my experience in your Macclesfield store that day. Even though it will cost me more money in the long run i don't think i will be visiting one of your stores again! To add to this, i had to wait for some items to come into stock which in itself is not a problem but when my father in law ordered some items and collected them, your store wouldn't allow him to also collect my items without my card. Yet when i made a special trip for 2 items totalling £8.00 (petrol in my car would have been more than this!) i was never asked for the card i paid on and told that there was no reason for the previous sales assistant to not allow my father in law to bring home my items. May i suggest you take a good look at the service provided by this store! Regards

I made a purchase a few weeks back online, to notice I hadn't updated my delivery address. so I called the call centre straight away to be told that there isn't anything they can do until the first delivery has been attempted (which I don't understand why they couldn't alter the delivery address there and then as it only just happened!!!) the courier company tried to make delivery but nobody was in so it went to the post office. knowing this I called screwfix and they said they will recall the parcel and issue me a full refund and resend the product to the right address this time, which I was happy with. but..... I've been checking my account and NO refund! this has been about 2 weeks now. so once again I've called them to be told that the parcel was collected by the resident of the house! not sure how as he don't share the same name as me. anyway they screwfix have told me that there isn't anything they can do as it was probably me who collected the parcel and that I'm trying to pull a fast one on them!! bloody check. wont ever use them again. I did spend a few grand a year with them so now they can stuff it....

not in trade but a diy man have found screwfix very handy and staff very helpful with information at Swansea branch.thanks

Have bee n unable to purchase items on line for over a week now.They seem unable or not interested in sorting out my problem. Shall continue to purchase my materials from tool station,they don't seem to suffer these problems.