ordered a saw for a birthday present on 13/1/13. got an email saying that they were processing it, it will take about 10 days and that they are sorry for the wait. I was happy with this because atleast they explained. However, 2 weeks, I sent an email. no response. sent another a few days later, NO RESPONSE! rang them on both numbers that were sent and both numbers hung up! Why offer customer services if you don't even get put through?! I also even tried going on my account that I made with them to see if it said anything... seems as though I don't even exist to them! this has caused me so much stress and so much guilt to the person who's present this is meant to be.
Paid via PayPal. It took them 6 days to exept the payment. I wrote them an email asking about my order. No response!! I got the product after almost 4 weeks. Product ok but delivery time and service are a joke! First and last time ordering stuff with them!!!
A long saga; item was damaged upon receipt. They agreed to replace, but this dragged on and eventually I cancelled and they said no problem we’ll refund you straight away. I believed them and stupidly did not raise a Paypal dispute in time so am powerless to recover my money without resorting to court action. I have lost count of the e-mails and phone calls. All communication has been initiated by me. They have not been rude just incompetent. If I get my money back and an apology I will update this feedback.
Update 24 March 13 - now 4 months and counting - revised rating to 1 star in light of extended delay in refunding my money. I have actually given up hope of getting my money back.
Lied about dispatch times, phoned customer services and spoke to someone who was rude. Told me that Royal Mail had tried to deliver my item (they definitely hadnt) but that they hadnt left a card when I was out cos the postman could have been fed up or frustrated with his job - what the.........
Item eventually arrived following my opening a dispute with Paypal. I would never use this company again. If they had been a little more polite and professional when I phoned then I might have forgiven.
I wrote to the company 2-3 times to ask them to resolve a damaged pane on delivery. I supplied photographs and details in full of the delivery. This was 2 months ago, still no reply. I am forced to fix the damage at my own expense, so won't be using this company again.
After waiting nearly a month for a product that was meant to be delivered in 2-3 days and several phone calls, later my goods arrived. Product very good but my overall experience was shocking. Very rude customer service adviser when i rang on one occasion(rang 4 times other 3 very polite but gave incorrect information) I would not recommend this company to anyone.
Demi B. found this review useful
Article cheaper than in France. Delivery two weeks in France. Too bad there was not the power adapter with the unit. In the end, I am happy with my purchase through this store, through Internet.
Ordered door knobs anticipating 3 day delivery.
Finally arrived weeks later.
Little pro-active notice keeping me informed.
Tracking no. given when they were finally en-route was wrong so had no idea where in the system they were.
Postal charge to the Isle of Wight outrageous.
Most companyies delivery costs are the same as for the mainland
DIY TOOLS charged over £15 which wouldn't have been too bad if it hadn't taken weeks to deliver what I'd ordered.
No compensation offered for the delay, just a desultory , reluctant sorry.
Person in customer service on the one time I rang to find out what was happening was quite rude. I didn't bother phoning again as a result.
Probably quite good if they've got what you want in stock but there doesn't seem to be any way of knowing if they do.
In my experience there's better companies out there.
Today is Christmas and I have no gift for a dear friend because you did not ship my order in time. I ordered this gift more than a month ago. As it got later and you still had not shipped it, I said I wanted to cancel it if it did not arrive before Christmas. I was told I would be notified when it was shipped however, without a tracking #, it is of no help! I even BEGGED to find out if it would arrive....my requests were ignored. I tried calling but I don't have an international calling plan on my phone.
So here I am on Christmas morning still wondering when or even IF this gift will arrive...SHAME on you.
Excellent as promised
It took us over 4 weeks and several phone calls before we received our order. DIY TOOLS did not keep us informed of the status of our order, we had to keep ringing them to find out what was happening. Eventually we got our order and the product was good, DIY TOOLS still charged us over £5 for delivery even though we had to wait so long. I would only use them again as a last resort.
Ordered a couple of things for Chrismas presents. First came very quickly but second out of stock until after Christmas. Gave them a ring and got a refund almost immediately. Only thing I didn't like was the 0844 telephone number which I won't ring but I did find an alternative.
I ordered kreg screws on the 2nd dec and have been told that january 7th is the next time to see if the screws have turned up
diy tools did not respond to my emails sent from there web page but I did manage to talk to a girl on the phone
ITS NOW 4 TH JAN AND STILL NO IDEA WHEN IT WILL BE DESPATCHED THE ORDER WAS FOR SCREWS JUST AS WELL IT WAS NOT SOMETHING TECHNICAL
update FEB finally got a refund from credit card co lost postage NEVER AGAIN
I placed an order on the 27th Nov for 7 items. All items order were shown in stock. On the 30th 3 lines were delivered with a delivery note for all items and a handwritten comment on the rest of the lines of "to follow". I sent them an email asking what was happening, to which I received no response. I sent a second email 3 days later which again I received no response to.I then called and explained to them the position over the phone. They were going to look into it and call me back - guess what - no call. I called again to be told that they were waiting for 1 item to be delivered from their supplier. The told me it would be with them on Friday and that it would be with me on the Monday. Monday comes and does so I call them again. They kindly inform me that it didn't arrive but should be with them the following Friday. I asked then to confirm on an email, which they did. So Monday comes and goes again so I call them to see what it happening. They tell me that their supplier has this time told them that it will definitely be with them on the Friday today (I thought they already had !). Today I receive a call from them (1st time for everything) telling me that it hasn't arrived. I have asked them to cancel the order and refund for this line (they took payment almost a month ago) and ship the rest, we will see what happens..... Not my best experience with an online supplier !!!!
Despite a '3-5 day delivery' estimate, My order didn't arrive until over 2 and a half weeks later - and even then, I only suspect it's because I sent a complaint to their customer service address, as the parcel magically turned up the day after I emailed them. No response to that email, either. I wonder what would've happened to my order if I'd not decided to contact them!
An abhorrent level of customer service, ensuring that I will look elsewhere in the future.
See the one sentence review. I will certainly use you again - I spent a long time trying to find a better price ... but didn't. Easy to do business with, just as it should be. 10/10.
Ordered 2 items both showing in stock on site. Items took 4 weeks to be delivered.
Informed customers services that items still showing on site to witch they did nothing to change stock on the web site a week later. only one item has arrived and they never refunded next day shipping.
Will never use again.
I ordered a tin of Hammerite paint and received a bottle of wood bleacher. I sent several emails which were ignored, luckily I ordered through Paypal and was able to raise a case against them or I'm sure I would still be chasing them for my money. Funnily enough they responded to the Paypal dispute case, but originally told me there would be an adjustment fee of 35 pence! Charging me for sending me the wrong thing . I would not recommend this company to anyone, nor will I ever be using them again. In short, absolutely awful. If they read their reviews - I would suggest you send orders with a packing list, that way you don't make such glaring errors.
There was a query about my the payment for my order which was sorted out very quickly (by a nice man who rang me - it was a credit-check/moving-house related issue, nothing to do with DIYTOOLs).
Other than that, no problems, everything I ordered was of extremely good quality, well packed and arrived in good order - I would certainly use DIYTools again.
I bought a Proxxon 27006 KS230 Miniature Bench Circular Saw and a 350w Einhell BT-BD401 Drill Press (pillar Drill); both are excellant value at under £100 . I am very pleased with my purchases.
Item ordered was a cleaning brush, good price and reasonable delivery charges. The order arrived very quickly and the communication from DIY Tools was very good. I have definitely put them on my list of 'preferred' suppliers for DIY and will give them every opportunity to supply me again as long as prices and delivery costs remain competitive.
I placed my order online and paid. After 2 weeks, no delivery, no explaining email. I phoned and was told they were waiting for stock and they'd email me. I waited a week, no email so I phoned. I was told I was in line for an email advising they were out of stock, but I could be refunded and order another item. I was refunded and I did re-order and paid online. No delivery, no explaining email (only waited 1 week this time). I phoned, I was told my order was packed and on the way. It arrived, but only with half my order and without a note of the whereabouts of my remaining items. They're now on my speed dial. I phoned and was told my other half was being packed and sent the following day with an email confirming this. 5 days later, no delivery, no email. I phoned and deja vu, they were out of stock (previous advisor 'misinformed me'). I was told I could be refunded and re-order. I asked for a refund and strangely didn't re-order. I'm told I should wait a week for my refund. Just in case, I'm keeping them on speed dial....and I ordered elsewhere.
I ordered a couple of Draper wind-up torches from DIY Tools. They were exactly as specified in the description and I am completely happy with the product.
Delivery was straightforward and quick - particularly impressive at this busy time of year.
Thanks DIY Tools!
I have placed an order for Draper Laser Enhancement glasses for one of my important project. I placed the order on 27th November 12 (Order # 400032420). Since the website claims the delivery terms as 3-4 business days (Standard delivery), I placed an order. I have not heard from anyone from DIY (No emails replied despite multiple followups). I eventually had to buy another set from local market to stick to the project deadline. The Draper glasses which was ordered on 27thNov arrived on 17th December WHICH IS OF NO USE TO ME AT ALL. After the complete project execution.
THE ATTITUDE OF THE CUSTOMER SERVICE ON THE TELEPHONE IS WORST AND AWEFUL...
DIY tools is the worst ever company I have come across and will never recommend it to anyone neither will I buy anything in future.
WORST WORST WORST COMPANY..
From the very start the purchase went badly. PayPal transaction did not complete on the first attempts and on the second it completed twice so I had to request a refund.
No communication on dispatch and no advisory that an item was missing from the delivery.
I queried twice before I got a reply. 3 weeks later and as the item has not arrived I have asked for a refund. I will not be using again.
i ordered an ash vacuum on a sunday it was delivered by tuesday very impressed!!!! upon opening product and assembling it broke!!! my wife was most unhappy as she was eager to use product, i immmediately sent an e-mail advising of fault, wednesday came and went no reply, sent another e-mail thursday came and went no reply so i telephoned on friday got a helpful young man on the telephone (although no apology for un-answered e-mails) who promised that someone would collect faulty product on monday afternoon and another vacuum would be despatched, well guess what no collection of faulty product although the payment has gone through on my credit card so i am left with a faulty product and an unhappy wife, so i am not impressed any more
I placed an order for a work bench on 12 December 2012 because their web site stated that the item was in stock. I waited 5 days for email confirmation of my order and got nothing. On telephoning them the rep told me that the web site was wrong and this item was out of stock. When the rep told me that delivery would now be next year I told him I wanted to cancel immediately. The rep explained that they had lots of cancellations and I would have to join the queue and wait 3 days. It goes without saying that I will not use this company again.
Ordered on Sunday, was expecting 2-3 day delivery. After 1 week with nothing heard I contacted DIY Tools, and was told to expect delivery on Thursday. Waited at home on Thursday, and when it didn't come I called in again and was told to expect delivery on Monday. It did eventually arrive on Monday, and was as expected- a great product in good condition, and it was a good price.
I can understand delays due to supply & demand issues, and it's frustrating for all concerned. What is unacceptable is not keeping the buyer informed, especially after committing to delivery on a given day.
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