Name: Power Tool World
Address: Unit 6, Park 2000, Millennium Way, Newton Aycliffe, County Durham
Rating: 4.85

“The after sale care (still within the days post purchase period) I've received from Sean Standard (Sales Manager) was extremely poor and dismissive. Suffice to say that it contravened the Consumer Protection Act - https://www.gov.uk/accepting-returns-and-giving-refunds (see repairs and replacement/refund sections). This comes after I purchased tools totalling in more than £550 in the last three weeks. I will never use C. G Fixings Ltd again!”

Helpful Report

Posted 7 years ago

Hi Senir, thank you for your feedback. I have sent you a separate email expressing our apologies for the service you received and to clarify certain aspects of the free warranty collection for your tool. I do hope you have been reassured of our best intentions, but should you wish to discuss this further please contact me directly and I will be happy to help. Kind regards, Ian@powertoolworld.co.uk

Posted 6 years ago

“Awful customer service. Over a month since the drill was meant to be delivered. Never received and no refund has been given yet. Would avoid this company.”

Helpful Report

Posted 7 years ago

Hi Luke, further to our conversation I am pleased to confirm that the delivery dispute has now been completed by DPD in your favour. We will process the refund in due course. As advised on our call, I have also extended a small gesture of goodwill to you to express our sincerest apologies to you for the issues on this order. Kind regards, Ian@powertoolwrold.co.uk

Posted 7 years ago

“Completely let themselves down on there after sales, after spending nearly £500 on multiple pieces of equipment which arrived in good time, one of the items was broken/faulty. Filed in the online form regarding getting a replacement item and after a week of no response the item disappeared from my account online. Filed in the form again this time getting a response advising to send the item back, now the item in question cost £7 and the cost to post back was going to be £4 which I was not happy about as this would make the item cost more. Message sent with queary to this and 15 days later I have had no response. Hence the review today.”

Helpful Report

Posted 7 years ago

Hi Ashley, thank you for your feedback. We need to hold our hands up and admit that we have let you down on this occasion. We recently amended our returns process which resulted in a few teething issues, particulary impacting your request. Happily these issues are now resolved and we don’t anticipate any further problems. As per my earlier email to you, I have extended a gesture of goodwill to you and hope that you will give us the opportunity to redeem ourselves with an order in the future. Kind regards, Ian@powertoolworld.co.uk

Posted 7 years ago

“If you have a deadline, value your time and can do without the stress DON'T shop at Powertool World! Dealing with Power Tool World has been a utter nightmare! Received second hand, obviously used items. Very simple problem to resolve turned into a two week back and forth email exchange. Trend Tools got involved and resolved the problem in less than 5 mins. You folks need to learn the meaning of customer retention. There's far too much competition out there for you to be handling customers this way.”

Helpful Report

Posted 7 years ago

Hi, thank you for your feedback. We would like to apologise for the missing parts from your order & I can see that we were originally in contact with you regarding your concern on April 6th. At this time, we asked Trend to send the missing clamps directly to you, and we have today confirmed that they in fact sent you a full order replacement. In this respect we understood that you had received your order as originally intended on the 12th April. Please do feel free to contact me directly should you wish to discuss this further. Kind regards, ian@powertoolworld.co.uk.

Posted 7 years ago

“Still haven't received the item. Meant to be signed for delivery yet nothing has arrived and has apparently been signed for by me? Even though it was going to my girlfriend's house. Wouldn't use again as still isn't resolved.”

Helpful Report

Posted 7 years ago

Hi Luke, I can see that you have recently contacted us regarding this matter and that we have raised an investigation regarding a signature dispute with DPD for them to look into and rectify, as clearly something has gone awry with your delivery. Our options are limited until such time as DPD complete this investigation, but this shouldn’t take more than a few days. I will personally keep you updated in the meantime so you know the progress on this. Kind regards, Ian@powertoolworld.co.uk

Posted 7 years ago

“Extremely unhelpful refused to acknowledge legal obligations under consumer rights act 2015”

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Posted 7 years ago

“Drill was broken when it arrived and no replacement was available until it was sent back This is useless for keeping engineers equipped if they have to wait Had to go to Toolstation to get a drill that day”

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Posted 7 years ago

“Have not received my order yet. Will be ringing tomorrow to find out where it has gone.”

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Posted 7 years ago

“Still waiting for my parcel as the courier said it was delivered to my home address and signed for by myself. I wasn’t at home to receive the item so something has gone wrong somewhere.”

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Posted 7 years ago

Hi, Further to our conversation we are pleased that you have received your batteries but sincerely apologise for the delays you experienced whilst awaiting the delivery. As advised, I have arranged a gesture of goodwill for you to further extend our apologies. Kindest regards, Ian@powertoolworld.co.uk

Posted 7 years ago

“Terrible service! Been waiting for a month now for a refund on a product that i never received and even paid next day delivery for! Feel like i wont ever get my money back.....”

Helpful Report

Posted 7 years ago

Hi Blake, thank you so much for your patience whilst we have been working with DPD to get a satisfactory resolution on your delivery. I can confirm that DPD have concluded their investigation and have finally accepted liability for your missing order. We will process a full refund today & offer our unreserved apologies for any inconvenience caused. Kind regards, Ian@powertoolworld.co.uk

Posted 7 years ago

“Item delivered was different from the one on offer-the later unchanged within online sales.Customer team treated me as 6 year old,messages unclear about the refund.Powertool world-no more.”

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Posted 7 years ago

“I ordered some drills for £380 they rang me to say they was faulty and would have to refund me then I looked to order them again and the price had gone up to £610 so they obviously wore faulty. just listed at the wrong price”

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Posted 7 years ago

“Brought a faulty product that was not fit for purpose only to be told they would get the manufacture to take a look In the mean time I’m without the product that I paid good money for and exspected to take a day off work so the faulty product can be picked up by courier from 9am till 6pm mon to Friday. Overall I will not spending money with this company again”

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Posted 7 years ago

“I ordered an item 19/03/18 on next day delivery. Received it the next day but very poorly packaged & had been damaged. I emailed photos as requested the same day & returned the item 21/03/18 & was advised the parcel had been received back on the morning of 22/03/18. As this was a next day delivery item I expected a replacement to be sent out immediately but I still haven't received anything 27/03/18 as this was put in a queue of returns. To be told it should be dealt with 27/03/18 or 28/03/18 just not good enough.”

Helpful Report

Posted 7 years ago

Good afternoon, Having looked into this for you, I agree that the service you have received on this occasion isn't what we would ordinarily expect our customers to receive. We look to action all returns within a day of receipt so to hear that you were given a lead-time of 6-7 days is disappointing. You should not have be advised as such and we will address this matter internally so this isn't repeated for other customers going forward. I do hope this reassurance will address the matter for you and reaffirm our commitment to giving the best possible customer service, but should you wish to discuss further please feel free to contact us and we will be happy to help. Regards - Dave(Powertoolworld)

Posted 7 years ago

“They mucked me about saying my parcel had been delivered twice then said the parcel is being sent back to them at an extra cost of £14 so I contacted PayPal and they refunded the sum of I paid in the first place Good old PayPal!! Never buy from you again”

Helpful Report

Posted 7 years ago

Hi Paul, having looked into this & checked the tracking it appears that our courier attempted delivery twice , leaving a card both times before returning your parcel to the hub awaiting your instruction. As you started a Paypal dispute we requested a return to sender of your parcel & on receipt we were happy to refund your Paypal payment. Regards - Dave(Powertoolworld)

Posted 7 years ago

“I ordered various tools and paid a premium to have delivery the next day before 10.30. The goods did not arrive in the morning, i place a call to customer services and they said they would look into it and call me back, they did not call back. I called again to find out and wad told they would be delivered the next day. I told them that i had now left the site i was working at hence opting for premium delivery. The company would not change the delivery address and told me the only thing that could be done was to cancel the order and for me to reorder the items to the new address. Absolutely appalling not even worthy of calling it customer service. I paid for next day before 10.30 delivery and the company failed to deliver even before I left the site at 12.45, then was not prepared to change the delivery address despite their breach of contract and told me i had to cancel the order and reorder! Needless to say i did not reorder - what a shambles and extrememly disappointing, and then i have to wait 2-3 days for the refund. No attempt to help or resolve the situation, when they were in breach in their side of the contract.”

Helpful Report

Posted 7 years ago

Hi Adrian, we are really sorry that due to the adverse weather conditions that seriously affected the whole country, our delivery partner was unable to reach your destination for the allotted time. Sometimes these things conspire against us but we will do our best to provide an alternative delivery option whilst obviously refunding the premium delivery charge paid immediately. As none of our options were suitable for you & at your request we have organised a return to sender on your consignment. We will refund in full as soon as we receive your parcel back to our warehouse. Regards - Dave(Powertoolworld)

Posted 7 years ago

“I'm still waiting for information about my order (100164463) I have made an order 9 days ago ?????????”

Helpful Report

Posted 7 years ago

Hi Dinko, we are really sorry for the confusion regarding your order which you placed last Sunday. As discussed today (Monday) , last week was difficult as we were closed for 2 days due to the weather & the delivery network was further disrupted for the rest of the week. To compound matters your order was delayed by a further day due to a keying error on your billing address details . We are happy to confirm that your order has gone today for delivery Tuesday & offer our apologies for the delay. Regards - Dave(Powertoolworld)

Posted 7 years ago

“I have ordered and have been waiting for you for 2 weeks and still nothing”

Helpful Report

Posted 7 years ago

Hi Maros, on investigation of the tracking we can see that you requested redelivery to your local pickup shop on the 16th & as yet have not been to collect your parcel.One of our customer service guys has been in touch this morning to give you the information required for you to collect your item. Regards - Dave(Powertoolworld).

Posted 7 years ago

“My item has not arrived but this store doesn’t take my concern serious at all. Terrible customer service”

Helpful Report

Posted 7 years ago

Hi Jacob, we would like to reassure you that we take these signature disputes extremely seriously. As discussed, our courier will now complete a full investigation which will conclude within five days & we will keep you informed every step through this procedure. If you would like to discuss this matter further please contact me directly. Regards - dave@powertoolworld.co.uk

Posted 7 years ago

“wrong part not a bit of help in the shop thats what you ordered mate”

Helpful Report

Posted 7 years ago

We're sorry to hear about this. Having looked into this further, it appears the order was fulfilled exactly as per your request - we have no history of communications regarding an issue - please contact us via help@powertoolworld.co.uk and we'll be happy to help. Thanks - NM

Posted 7 years ago

Power Tool World Reviews