written by Serranovp442 on 08/07/2020
Re: CANCEL this Toolstation Order Bottom line: P-Poor performance. Unreliable delivery claim. Automated[?] and ineffectual response. Hi, Regarding the crystal clear message I sent asking toolstation to cancel the order because of the length of time it would take to arrive [which I was advised of by text after the delivery was due], and your reply asking me to advise if a refund or replacement would be most suitable. I specified cancel in my initial email and gave the specific reason why.....I replied to your time-wasting effort with another clear instruction to cancel [to which you, of course, did not acknowledge]. The order was not cancelled and will be delivered by parcelforce today, 8 days after I ordered it, even though the website states by 5pm the next working day, when I actually needed it [ordered 7pm 30th June, so was expecting by 5pm 2nd July]. Good Afternoon, > > I apologise for the inconvenience. > > Please advise if a refund or replacement would be most suitable and I will be happy to arrange. > > Kind Regards, > > > Customer Service Team > On Thursday, July 2, 2020 at 7:08 PM, **** wrote:Hi - Please cancel this order, refund the amount paid and update me when this is done. I was expecting this to be delivered within the time-frame advertised on your website. I'm not interested in waiting up to a week, as per the text I received this afternoon. We are currently experiencing delivery delays with some parcels containing paint and have highlighted your recent order as one of those which might be affected. If your order still has not arrived, please rest assured we will deliver this to you within the next 7 days. We apologise for the delay and thank you for your patience. Thank you for your order placed 30/06/2020>> Your order is now being processed. If you have placed a Click & Collect order you will be notified by SMS or Email when your order is ready to be collected from your chosen branch. Please do not travel to the branch until you have been notified that your order is ready to be collected.>> If your order is for delivery you will be notified when your order has been dispatched.>>>>> Your Order>>> Zinsser Ceiling Pro 5 in 1 Paint White 2.5L - (40718) X2 £71.96>
written by 51Doherty on 24/06/2020
Used to shop in Screwfix. During lockdown staff in St Alban's exceptional. Queue at Screwfix or grab and go at Toolstation. Really great job.
written by Roche459 on 29/05/2020
Beware of this company and their robbing behaviour!! I returned a few items as wrong size, as they didn’t have correct size in stock they had to order for delivery, I asked if there was a delivery charge and was told NO. It was all put through and not given a receipt due to the virus. On way home I realised I paid far too much for items so returned to store to clarify, only to be told I paid £5 delivery and gesture of good will I could have a credit. Next day I needed more items so used the credit towards all the new items plus more. I’ve tried now to return left over unused items to be told I can only have £6 back from £16 worth of items because of the £5 credit note. Effectively taking £10. I have also been up on a daily basis wasting huge amounts of travel costs due to being told different things with rules changing each time I go. No it’s not a lot of money but it is to them if they do this to a lot of people.
written by Jaceyf135 on 18/05/2020
I ordered a 5L can of Danish Oil with next day delivery indicated. A parcel finally arrived a week later but it contained a tin or masonry paint! I emailed Customer Services and got an almost by return reply that they are sending the correct product, so 2 stars when it would otherwise have been 1.
written by Anastasia10 on 11/05/2020
2 weeks in, paid for product but never got it and no reply’s to me inquiring about it. Never had Service like this ever! What’s going on? Will you read this and take action? Because you are not any other way I try and get an answer
written by Jingled on 04/05/2020
Great prices,really helpful,and friendly staff. Ordered online ready to collect in 15 minutes! Excellent array of products, and if not in stock, then available next day.
written by Klee58 on 30/04/2020
They take your order.Take your money.You Don't recieve your products. You don't get a refund. You can't speak to anyone and the emails you get if lucky are covid 19 circulars. Who said R.Turpin was dead? He's alive and well at Toolstation.
written by merczuki on 17/03/2020
used to be good, now rubbish, late deliverys off back to screwfix.
written by Salraj on 05/02/2020
Ordered centeral heating radiator on line came damaged on three places, phone them and complained, they collected next day and replaced it, the second one came also damaged, my work got delayed for four days , ended up putting the damaged radiator as could not wait any longer, didn't have transport to go to the store, complained again and asked for some compensation for all that time wasted and using damaged radiator, no help from them. So be careful.
written by johnculligan on 23/05/2019
Bought petrol chainsaw from Kinning Park branch. Did not work returned to Toolstation and after inspection refused to accept as there was smell of petrol. The tank had been emptied but when opening fuel cap there was a smell of petrol.Unsure how you can operate petrol chainsaw without petrol They asked me to take the product away without any focus on replacement/refund. I told them to keep it on Toolstation premises. Kinning Park now saying they did not receive returned product.
written by sjAbernathy239 on 22/01/2019
Unfortunately didn't have the bulbs I required due to the fact that I ordered from an out of date book but was offered an alternative bulb which I only bought 2 of as they were twice the price but the person I dealt with in Truro was quite helpful. Was expecting a receipt via email but that never turned up unfortunately.
written by Dave902834 on 16/05/2018
Promised to deliver by 6pm next day but didn't. Didn't deliver by 6pm day after either. Had to cancel order to get kit in time for a job, which they agreed to. Now 12 days later, still no refund, and being told they've lost some of it within their own depot and won't refund until they've found it. Customer service unhelpful, give different reason each time I call. Instructing bank to recover funds. Never use them again. Can't comment about quality of goods, never got any. Don't be tempted, go to Screwfix!
written by JAnMorris234 on 15/05/2018
Having recently carried out a lot of DIY on our house including new kitchen, bathroom and front door Toolstation have had everything we need. Also had no problems returning items that we ordered by mistake. Top store!
written by on 05/02/2018
I visited Bedford Toolstation for what should have been a simple purchase after already contacting customer services. I took the blown bulb to store so it could be checked. Initially the rep bought back an incorrect wattage. After nearly half an hour waiting with a young child, the rep returned assuring me it was correct! I left the store and returned home 11 miles away. Went to fit it... wrong fitting!!! Contacted customer services who agreed to send replacement. Again I received wrong item. I returned back to store and was made to wait 30 minutes while they processed the return and refund. Im still waiting for this as it was done via PayPal and their Head office deals with this. I was told at least 3 to 5 working days. The staff instore didnt even entertai n looking for a replacement, they succeeded in wasting hours of my time and money. Never again !!
written by Tyler292 on 05/02/2018
Went in and ordered a three section ladder , when the ladder was broubht to the desk I opened the ribbon on the counter to help the man give me the ladder One of the other staff told me off rudely for opening the ribbon for him. I picked up my cash and left.I will not return, Screwfix for me.
written by Colemanig498 on 18/01/2018
Truro Branch order dated 15th Jan 2018. Only a small order but the person I dealt with was most helpful with a cheery smile and pleasant manner. Your catalogue had been received earlier in the day, most useful to an 83 year old still trying D.I.Y!!
written by Alcrane on 31/10/2017
Purchased a Draper sds+ drill on a Friday 13th which lasted approx 5 hours then chuck would not release tool. Returned it to my local store where bought on the Monday 16th. Member of staff confirmed chuck would not release. Then I was informed that because it was a Draper drill it had to go back to them for an assessment before they would exchange or give a refund. Numerous attempts and 3 weeks later still can not get toolstation to recognise consumer rights for faulty tools within the 30 day period. The only answer I seem to get is that Draper tools and toolstation have their own ideas about consumer laws and get away with it. I have been without a drill , replacement or refund that would allow me to go buy another for 3 weeks and they do not even have the decency to answer emails properly about their rights to ignore my rights and of course hold on to my money. A member of staff did tell me that they are supposed to inform anyone buying a Draper tool that faulty tools have to go back to Draper for assessment prior to any exchange or refund. If I had known that they had their own laws about Draper tools I could have gone another 30 yds to screwfix store who have no hesitation on giving refunds on any faulty tools and bought another make. They should stick a notice outside , on the doors and inside stores to warn people that consumer rights act 2015 is affected at their discretion
written by Loomis6 on 29/09/2017
I've got to hand it to the Liverpool branch. She alone helped me out when all others have failed. I was after a drill that could deal with some serious punishment and she went through the catalogue with me and made some suggestions. I'm happy to report that the drill/SDS she suggested is more than capable and I'd recommend that if you want great advise and fantastic customer service then ask for her. Brilliant thank you
written by Mitchell1962 on 17/09/2017
Lack of communication. Sent a Milwaukee tool for repair under warranty and aftet 5 weeks they have lost it and tried to give me someone else's second-hand used tool. The branch nor customer services have appolgised. You keep telling them the same story everytime you ring or email. Totally dissatisfied and disappointed with toolstation. Please avoid at all costs. You have been warned
written by benrinnes76 on 08/08/2017
By far and away the most appalling after sales customer service and lack of professionalism I have ever experienced. Both the manager and assistant manager of the Kinning Park North Toolstation couldn't run a bath never mind a store. As for their online 'customer service' team and supervisors at their head office, totally inept on every level to the point where it beggars belief. How they have been recognised by Which? is a mystery.
Do you have a question about this product or company? Simply type it in the box below and one of our community will give you an answer
Once we've checked over your question we will put it live on the site and our strong community of experts will hopefully give you some great answers that you find useful.
We will email you when the question is on the site
As rated by our community of reviewers
Anastasia10's Response to Klee58's Review
Written on: 11/05/2020
Same here!!! Having to use reviews now to get there attention and a reply, and my money back