Toolstation reviews

Toolstation reviews

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4.2
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Waste of space, Plymouth Store EXCEPTIONAL online a disaster

Placed an order for next day delivery, bearing in mind I am still waiting for a refund (6 months ago) and paid for the goods, all shown as in stock, paid and completed.

Next morning the call "age restricted items" email your id, Reply - NO email is open to abuse and no way I am sending it by email, I complied with the policy "declared I was over 18" (actually 59!) but this was not good enough so told them "remove the offending articles" and send the rest of the order, and maybe you would kindly send the refund I am waiting for at the same time? Abused by phone by staff, now the order is still sitting in the "PENDING" stage not sent out just sitting, apparently they are waiting for proof of age! What a bunch of idiots, what part of "remove the offending items (excuse the pun) and send the rest" do they not understand.

This has got worse over the last 6 months and no signs of getting better, no "escalated complaints procedure" no "Director level contact" unless you do a companies house check to get the directors details and registered office, all takes time, I am guessing a week with royal mail as it only gives postal details, on online company with no extended email options.

My guess would be that the directors are just interested in taking our money, they are not bothered if we are happy or not, not worried about quality, service and staff despite the "about us" on the website.

Looking at the star rating here it is about time Toolstation sat up and took notice.
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Toolstation Age Restrictions

Placed an order with Toolstation earlier .Screws ,brush cleaner and White Spirit . Got a 'phone call saying that I needed to prove I was over 18 as the white spirit was an age restricted item . Now before I have ordered saws,blades ,knives and probably other "dangerous" items so when was this nonsense introduced . I told them to stick the order as I was so irate .
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Poor attitude

Toolstation used to be good to deal with - but not now. Like another reviewer, I also had an issue with an age restricted item. That's understandable, but it's the way they shift the problem on to the customer that got me. PayPal isn't adequate, it seems. One phone call looking for card details to verify age and they didn't even check if the card details were what they wanted. I gave them debit card details but it needs a credit card, it seems - it is their responsibility to check they are getting what the need. Another phone call later in the week with my credit card at the ready ended when I couldn't wait any longer for the silence of being put on hold to end. They just couldn't input the new details there and then.

My suggestion to prevent the sale of age restricted items by not accepting PayPal or debit cards at checkout was not met with any enthusiasm whatsoever, even though it seems sensible to avoid shunting the issue on to the customer. Even a warning before purchase would be helpful. But no, they won't even introduce that simple feature to ease the buying experience, I was told.

This wasn't the first unpleasant episode but another in a sequence. Previously, I had been told items were not in stock when they were. Complaints seem to fall on the deafest of ears. I got the clear impression that my custom just was not wanted. Why else would they prefer to make purchases so unnecessarily difficult and make the entire purchase experience so unpleasant?
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Massively dissappointed and stunned by could n't care less attitude.

Had the same issue ordering a knife and blades. However, at no point was I contacted to inform me of this issue and at no time was I contacted, (as per previous orders) that my order was ready for collection from the branch. I even called on the off chance and they had not received the order, even though they told me it had been put out for delivery two days before. They then said they would contact me-and didn't-until after a week, I contacted them. Was given the guff about not sending out orders containing blades and that was that. Surely, this can be dealt with at the branch when being collected? It only takes a click to put a marker on the order and common sense can win the day. Waste of time and effort, massively inconvenient, as I am now working 30 miles away from this branch.

Defeats the object of the exercise-well done Toolstation.
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Never again will I use toolstation

Bought a lock for my landrover, had it fitted and within a week it was rusty, contacted tool station and they are not interested . Will never use again, very bad customer service. Good job I have a tin if Hammerite.
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dont know their own terms and conditions, will not ship blades ordered on net

recently placed order, containing a number of blades, some stanley knife blades plus scraper blades, following day they phoned and said order had been pulled as I needed to prove I am over 18, now face to face I would ytake that as a compliment, as im 52 and look my age, however, there suggestion as to how I proved my age beggers beleif, make payment by credit cardover the phone !!!, which smacks of scaming, except I checked and they had indeed cancelled the order.
their own terms and conditions section 13 states the following
"Age restrictions
Age restrictions apply to some goods we supply. By ordering these goods, you are confirming that you are over 18 and that the person receiving the delivery is also over 18. "

so some moron at the warehouse somehow thinks its ok to pull the order on ELF,N ,SAFTEY grounds!!!!!!!!!! Jobsworth of the world unite and come work for Toolstation.
when I have complied with their terms and conditions by ordering the goods and paying via paypal from my bank account, have contacted their customer services, await their response with bated breath!!!!

further to my last post I received the following in reply, Logic apparently dosent apply to tool station as they feel they can post one set of terms and conditions, and then apply a completley different set when purchase is made, I wonder what trading standards would make of that!!, particulary like the bit where you are asked to scan and send via email sensitive documents eminently suitable for identity fraud.

" Thank you for your reply.

As previously mentioned, it is our obligation as a responsible retailer to obtain proof that the purchaser is over the age of 18. We do not believe that the statement in our terms and conditions is sufficient evidence that our customers will be over the age of 18.

Proof of age can take the form of a passport, a photo driver's licence or a birth certificate. These can be scanned and emailed to info@toolsation.com, faxed to 0808 100 7210 or photocopied and posted free of charge to:



Toolstation

FREEPOST NAT21248"
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A shining star

I am a self employed plumbing and heating engineer. I keep a very well stocked van in an attempt to complete every job on the first visit.
I used to use Screwfix but got tired of basic items being out of stock. I like to joke it is where the trade trys to buy. My time is money so I now only use Screwfix in desperation.
I now use Toolstation. 99% of the time Toolstation has what I need in stock. I am generally very happy with the service Toolstation provides. If I were to make a recommendation to Toolstation it would be to disassociate yourselves from Silverline tools. They are of poor quality in my opinion. I have bought Silverline tools from Toolstation before and they have broken before I have even got to the van.
I hope Toolstation continue their good work and I look forward to dealing with them for many years to come.
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tool station brill......... Karcher not got a clue

Hi, i bought a Karcher xpert from tool station WGC at nearly £500. tool station were brill with customer service , on 2 occasions. Karcher on the other hand sent me to 3 different companies, who could not help as did not deal with Karcher .We had a fault after 9 days, fuses keep blowing and still do !!!!! this is 6 months later ..... do not buy this machine as you never know when it will work or not. all i got for my complaining is 10 litres of truck wash... drove 140 miles to get fixed and still playing up Rgds A Gower 07764 617016
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Cheap goods when in stock poor management customer service skills

I am a medium buyer at toolstation in stockton on tees averaging around £12000 to £15000 per year the service is as good as can be from the staff who's are constantly under pressure however the management are a different animal, on more than 1 occasion when I have been in a real hurry and not had time to mark my products required on the order forms the manager has seen fit to berate and attempt to belittle me in front of his staff and mine I don't always know what I want for a certain job and sometimes need advice unfortunately the management are aggressive and actually intimidating towards customers. We have a successfull business and retail shop and rely on our customers to pay our wages we would never undermine them or humiliate them for what ever reason this is poor business on toolstations side they need to train their managers in functional customer service skills and stop them bullying their customers. Remember the old adage " the customer comes first"


An aggrieved customer
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Unsatisfactory customer service at head office

I have bought a lot of items from Toolstation over the years. In general, anything that fails is easily and quickly replaced over the counter or refunded.

I bought an expensive AEG random orbit sander from them in (EX150) may/june 2012; this item is marketed at a higher price and as a professional tool. With an AEG label, you're expecting something of quality.

It broke spectacularly in November 2013 due to appalling design and build quality.

I complained and was told that as it's over 12 months old, there was nothing they could do. I pressurised them under the Sale of Goods Act (merchantable quality) and they weren't interested until I applied more pressure and a letter before action threatening court action.

Eventually, they relented and offered a replacement which I refused on the grounds that the tool is designed to break and is of poor quality. I was finally offered a refund which I have taken.

I have to point out that the tool should be expected to last well in excess of 12 months which is why I pushed the point of the Sale of Goods act with them. If this were a £30-50 item, I wouldn't have had any case or recourse.

The point is that the company was not interested in abiding by the law until there was a real threat of it having to defend its position in front of a judge. Such behaviour is appalling.

I will continue to buy from Toolstation, but will think twice about any high-ticket items in the future.
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company could not care less about you total waste

been i long time customer of tool station
NEVER AGAIN lies no returned call complete waste of time and money
there lies and lack of care cost me over £100 and many calls at 0844 cost trying to find my items would not refund me until lost item where found and THEY DONT CARE ABOUT YOU
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Poor structure

I used to work for toolstation, let me tell you, the whole structure is corrupt, from the poor management to the regional directors, all the way to the auditors with their heads up there ass who think they are untouchable, the hours are unsociable, the training is poor to non existing and the job is very dull and repetitive, there is nothing worse than getting up at 6 in the morning to go dust a few boxes... there is no support from senior management or at the top, they would rather replace people than help the current staff. the only part of the job i enjoyed was talking to the trade. Personally I see toolstation turning into another greedy corparation that only wants your money, my advice don't work for them.
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Does not honour it's returns policy for Expensive tools, only the low value things

Have been a longstanding customer of toolstation and have never had a problem before but recently bought an expensive SIP Mitre Saw, the quality was poor so returned it under their 30 day money back policy - they refused to refund as it was an exempt product, apparently lots of their power tools are exempt and they don't tell you until you try and return them - who would spend hundreds of pounds on unseen power tools without the option of returning poor quality ones? Really sharp practice, unacceptable experience.
UPDATE - after several store visits, phone calls and emails to head office they have agreed to refund me so changing rating from 1 star to 2 star, still took too long though.
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Goed

Heb een nivelleer toestel gekocht.
Deze was na bestelling 2 dagen later geleverd,moet erbij zeggen,dat hier in Belgie een feestdag was,en de dag erna was het geleverd.
Zeer goede prijs betaald voor dat toestel.
Ik heb wel verder op hun site gekeken,maar ben ook tot de vaststelling gekomen dat je de prijzen moet vergelijken bij andere sites.
sommige van hun artikels zijn duurder.
Dus,goed vergelijken is de boodschap.
Enig minpuntje is de betaling met visa,over het algemeen als je met visa betaald moet je de kaart verifiëren,dit voor de veiligheid,dat was bij toolstation niet het geval,dit kan beter om je een veilig shopping gevoel te geven.
In ieder geval,ge ik nog wel iets kopen bij toolstation,heb al van alles op mijn verlanglijstje staan.
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Zeer snelle en correcte levering.

Gisteren een Verstekbak en zaag besteld.
Prijs was incl. verzending.
Vandaag in huis.
Geen mitsen,geen maren,kortom gewoon doen waar de klant om vraagt,cq besteld.
En omdat het goedkoper is,wil dat niet zeggen dat je rommel krijgt.Nee gewoon kwaliteits gereedschap van de reguliere A-merken.
Ik heb er een goede webwinkeladres bij.
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Can't fault them !

Excellent service - order one day and receive items the next day ! Only spend £10 for free delivery too - no carrying home bulky items or searching all the DIY shops
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recomended, used many many times very few issues

I've used toolstation for around 5 years and placed many orders. They have put their prices up since starting but are still generally the cheapest around. n.b they offer a price match if you do find products cheaper (including delivery). There free delivery over £10 is why I keep coming back to them as I've made a lot of £20-£30 orders. Driving to and back from wickes / screwfix / toolstation ect waste 45minutes of my time I'd rather use elsewhere. I've found their customer services excellent on the 3 occassion I've had a problem (wrong item sent / missing parts on an item). The worst thing about them is they use yodel, a couple of times I've ordered around noon for next day delivery and the items don't come the next day. Unfortunately many companies use yodel, I guess they are cheap and I've had a few poor experiences with them. Toolstation loose a star for using them. Wickes has now bought them and started putting toolstation stores in branches of wickes which is brilliant for the consumer
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Think first

I have use toolstation loads in the past and never had a problem but thats because I have alwaysed used the store. Paid for turbo delivery "before 12 noon" now I order a intearier door and some screws now the stews come at 8:30am and was told door come by a special courier so they don't get damaged, later that day "11:30" I got a text saying the door would be coming between 12 and 6 and I was very angry with that as I had to re-book for the carpenter and now he can't come until 2 weeks time, I phoned up toolstation and they was just denying it was there fault and blamed wickes but they said they will reimburse my £5 to my bank and 2 days later it still has now been put back but I did phone wickes that day and they got hold of the courier and they said the door will be coming between 3 and 6 and they said there was nothing they could do so that was it then at 1:30 the door arrived so wicked was wrong there and more than likely didn't phone the courier so I have warned you. Sorry about my punctuation.
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Fast delivery, Excellent prices and Faultless service

I have used this company a few times over the past few years and I can only recommend them, almost everything has been delivered next day(even though I chose the free option... which you only need to spend a minimum of £10 for unlike it's rival that requires £50 Min spend).

I did have radiators delivered last week where the top and side grilles were slightly damaged, so I e-mailed them on the Friday and Monday a new set arrived. Brilliant!!
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Makita Drill Failed, only used twice.

Went to local Toolstation at Redditch and ordered the Makita HP2051 drill. On second use the drill started smoking wiith blue flashes from motor and then tripped circuit breaker. Took back to Toolstation expecting a refund as they did not have any corded percusion drills in stock of any make at around the same price and told I could not be given a refund and they will order another drill. That left me with no drill over the weekend and I had to borrow a drill from neighbour. Now being informed by Toolstation call centre that I should have been informed that Makita do not offer refunds only replacements in first 30 days and then repair, absolute crap. I was not told in the store and the website does not inform you of this as I have just looked at buying another of the same from the website. I do not want a replacement as this will probably fail. Not a large spender at Toolstation probably £1,000 per year, but that is the last I will be spending as Screwfix are just down the road.

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Toolstation Details

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Toolstation. Tools, fixings, hardware and more! All trade prices.

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