I recently ordered a Trend router T-square from PowerTool World to replace another that was stolen. The price was OK and the on-line ordering process straightforward. When the item arrived a few days later I was disappointed to find that it had a manufacturing defect, rendering it useless without modification. I decided to return the T-square and request a replacement - this I did via the website and later that day noted that my request had been authorised, but no other information was forthcoming. The next day I sent a message enquiring if they proposed arranging collection or if I should send it back and if so where to? - no acknowledgement or reply was forthcoming. After waiting a few days, I decided to cancel the return and fix the T-square myself - a customer was waiting for me to complete an installation which required this device, consequently I sent PowerTool World a terse message cancelling the return and expressing my intention never to use their services again. I was able to modify the T-square such that it’s squareness is now within spec, but that’s not the same as having the perfect device I paid £55 for. The following day I received a voicemail from PowerTool World expressing their apologies, the guy also rang me again a few days later. Whilst I appreciate the courtesy latterly expressed, I don’t think that I’ll use this firm in future. Their competitive pricing is definitely a plus, but when that’s countered by a less than adequate customer service experience, my conclusion is to now stick with trade suppliers I know and trust.