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

“Really poor packing. They sent me a loose circular saw in a cardboard box. Literally no packaging inside of the shipping box, so the box was pretty badly battered from the saw bouncing around. Luckily the saw works but I don't be ordered from them again. On the plus side it was well priced and shipped quickly.”

Helpful Report

Posted 3 years ago

Hello Ed, Thanks for taking the time to leave your review, we value all customer feedback. We apologise that your order wasn’t packaged to your expected standard. We try to find the right balance of securing our packages sufficiently for transit whilst keeping our contribution to landfills to a minimum. We have reported your feedback to our warehouse to help improve our packaging in the future. We hope the above helps and if you have any further queries, please don’t hesitate to contact our dedicated Customer Support Team. You can find our contact information here: https://www.powertoolworld.co.uk/contact Kind regards – PTW

Posted 3 years ago

“Open box received with equipment already used. Disappointed”

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Posted 3 years ago

Hello Jon, Thanks for taking the time to leave your review, we value all customer feedback. We’re surprised to hear that you’ve received a used tool & can’t see that you’ve contacted us to discuss this. A member of our Customer Support Team has tried to call you today to resolve this but we’ve been unable to speak with you whilst you're free. If you’d still like to discuss this, please don’t hesitate to contact our dedicated Customer Support Team. You can find our contact information here: https://www.powertoolworld.co.uk/contact Kind regards – PTW

Posted 3 years ago

“Reasonable pricing and quick delivery, however order came in a plain brown box rather than actual manufacturers packaging (repackaged?). Some of the standard accessories listed were also missing, after contacting customer services they informed me that they don't come with the sander despite being listed in description. Partial refund to cover replacement of missing items was eventually given. I'm unlikely to use Power Tool World again as can't trust all parts of my order will arrive.”

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Posted 3 years ago

Hi Ryan, Thank you for taking the time to leave your review, we value all customer feedback. We would like to reassure you that we only sell brand new, UK supplied & genuine products directly sourced from the manufacturer. Occasionally some products are supplied in bulk & packaged in our warehouse. We would like to apologise for the issues you have experienced with your order regarding our listing issue and are happy that you have accepted our offer for a partial refund. Kind regards – PTW

Posted 3 years ago

“I got my order and the hammer loop broke within 1 day I've emailed them and had no reply”

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Posted 3 years ago

Hi, thank you for the feedback. We would like to apologise for the inconvenience of receiving a faulty product & reassure you that as soon as the customer service office reopened after the Jubillee Weekend your return was prioritized. Please accept our apologies for any delays in putting this right. Kind regards - dave@powertoolworld.co.uk

Posted 3 years ago

“He arrived with a broken handle”

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Posted 3 years ago

Hello Mihai, Thank you for taking the time to leave your review, we value all customer feedback. We’re sorry to hear that you’ve received your item in a broken condition. We can understand the inconvenience this has caused you. Upon checking our communication channels we can’t see that you’ve reached out to us to discuss this yet and your item was purchased on 15/04/2022. We’re keen to get this resolved for you. We can see that a member of our dedicated Customer Support Team has sent you an email to discuss this issue with you further. Please do get back to us so we can look to offer you a suitable resolution. We look forward to hearing back from you.

Posted 3 years ago

“Would like to have received my replacement radio before being sent 2 emails asking me to review the product.....”

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Posted 3 years ago

“The bag has two protector strips along the bottom, one of which has split where the bolt secures through the base of the bag. I’ve emailed the company but no response as yet. I’ve had the bag about 2 weeks…….”

Helpful Report

Posted 3 years ago

Hello, Thank you for taking the time to leave your review, we value all customer feedback. We're sorry to hear of the issues you have had with your Makita Large Tool Bag. We can see that you emailed on Tuesday 15/03/2022. A member of our customer support team will be in contact shortly. Thank you for purchasing with Powertool World.

Posted 3 years ago

“power socket on extractor not working would have expected the machine to be checked before leaving factory??”

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Posted 3 years ago

Hi Wendy, Thank you for taking the time to leave your review, we value all customer feedback. The Trend T33A M-Class Site Wet & Dry Dust Extractor is built to Trend's high quality manufacturing standards and will go through rigorous quality testing before leaving their factories. We have checked our records and can't locate any contact from you to notify us of any fault with your order. If there is anything we can help with, please contact our dedicated customer support team; https://www.powertoolworld.co.uk/contact/

Posted 3 years ago

“When buying they are very good but when returning items things go down hill fast. A few week ago I bought a Bosch site radio, It workes , looks and sounds great, unfortunately there was a problem and had to be returned. I have chased them up twice no but still no refund. It takes the same amount of time to do a refund as to take a payment. What is stopping them making a refund as soon as the item is returned? Im am a regular customer who will go else where if they dont pull their socks up.”

Helpful Report

Posted 3 years ago

Hi Paul, Thank you for taking the time to leave your review, we value all customer feedback. We're sorry to hear that you're unhappy with our returns process and performance. Please rest assured, we always aim to deliver our customers the best possible service, and strive to maintain our high standards across all customer channels. Upon review, we can see that your order was placed on 23/01/2022. You then contacted us on 08/02/2022 to advise that you believed the radio to be faulty at which point we provided a pre-paid label for you to return the item on. Our records confirm that your refund was processed on Wednesday 16th February 2022. Please find below a link to our website which provides a full breakdown of all our T&Cs, as you can see we have up to 14 days to process returns for refund. Althought we always strive to process all customer returns as quickly as possible, on occasion, things can take longer than we would like. However, as your refund was processed on the 6th working day it was actioned within our 14 day timeframe. https://www.powertoolworld.co.uk/terms-conditions/ If you have any issues in the future please contact our dedicated customer support team. Thank you for continuing to purchase with Powertool World.

Posted 3 years ago

“Not enough care taken with products”

Helpful Report

Posted 3 years ago

Hello Richard, Thank you for taking the time to leave your review. We value all customer feedback. We're sorry to hear that you had received your order which arrived in a less than perfect condition. We can understand the frustration this had caused you. We know that you had reached out to us earlier in the week and you had let us know about your order which arrived with you damaged. As a resolution, we had agreed to issue you with a full replacement order and we’re truly sorry to hear that this has also arrived damaged. We can see that one of our Customer Support Agents had reached out to you to advise that this stock is now quarantined and had reimbursed you for the damaged item you had received. The quarantined stock will be investigated internally to find out what had happened and to help prevent any further issues from happening in the future. Once again, the feedback you have provided will help us improve our service for all of our customers, so we want to thank you once more for letting us know your experience and thoughts. If you have any issues in the future, please contact our dedicated Customer Support Team using any of the available methods listed here; https://www.powertoolworld.co.uk/contact

Posted 3 years ago

“Had a bad experience debating if I want to order from them in the future”

Helpful Report

Posted 3 years ago

Hello Andrew, Thank you for taking the time to leave your view. We value all customer feedback. We’re sorry to hear that you hadn’t had the best experience when shopping with us. We can see that you had placed your order after our 7 PM delivery cut-off point using our promotional discount code for next working day delivery and expected this to be delivered Saturday due to information you had seen on our website. We’re so sorry for any confusion caused by this, this isn’t something which we’ve heard before so we’re keen to get this looked into. We have passed this over to our Content Team to investigate to ensure our website is as accurate as possible for all of our customers. After your delivery, we can see you had reached out to us again on Tuesday 25/01/2022 to advise that there had been an issue with your parcel being delivered by DPD. We reached back out to you the next day apologising for what had happened and we asked for further information but we didn’t hear back from you. We can see that an agent in our Customer Support Team has reached out to you today and provided you with a resolution that you are now happy with. If you have any issues in the future, please contact our dedicated Customer Support Team using any of the available methods listed here; https://www.powertoolworld.co.uk/contact

Posted 3 years ago

“I am a blind woodworker, as such, I use a mac with a screen reader to try and navigate web pages with spoken output. I managed to set up an order for tools needed to replace equipment stolen. Part of the order was a new cordless circular saw. I ordered during the later part of the day and thought I ordered the right machine, was looking forward to it, just because I missed out a letter with the screen reader due to some problems with the website's formatting, it turned out I ordered the wrong saw but it was too late, arrived next day. By this time I'd noticed in the invoice it was the wrong model but couldn't cancel, it had been shipped with the rest of the order. Arrived next day. I had to order the machine I actually needed from another supplier. When I contacted your office and explained the situation. I was made to feel that I was in the wrong and not the kind of customer for this company. I was told that I had to make arrangements to send the saw back at cost, explained I'd struggle with that. then told by the young lady over the phone that she'd email over details and there'd be a charge for collection. I was made to feel so guilty and that I shouldn't be a customer with this company after explaining my sight loss but also my experience as a woodworker. I don't have confidence in trading with you further with this experience. After the saw was collected, I tracked the return but didn't receive any further communication until I had to call to discuss the refund. luckily and in fairness to the young gentleman who assisted me, the refund was dealt with quickly. If a company treats me in this way, I can't recommend that company nor support it because my confidence and faith in that company has been damaged and would take some serious effort to persuade me to give another chance.”

Helpful Report

Posted 3 years ago

Hello Lewis, Thank you for taking the time to leave your view. We value all customer feedback. We're sorry to hear that you had received an item which you weren’t expecting. We can understand the confusion and inconvenience this had caused you. We're also sorry to hear of the experience you have had when you had tried to return the item to us. We take matters such as this very seriously and are constantly trying to improve the service we provide to our customers. We’ve passed on your feedback to our Content Team to look into our website and to ensure it is fully accessible for use with screen readers. It seems as you had placed your order with next day delivery, your order was prioritised for this faster delivery method which means that we were unable to cancel that item from your order when you had first reached out to us to let us know there was a mistake. We're truly sorry that you were made to feel you were in the wrong when you contacted us to let us know about this mistake. This isn’t the usual service we look to provide. Usually, a standard return is offered in these instances however we can see that a free-of-charge collection had been arranged with the agent to help support getting this unwanted tool back to us as quickly and easily as possible for you. When you had reached out to us to follow up on your returned item, we had then processed your refund back to your original payment method within 3 working days. Once again, the feedback you have provided will help us improve our service for all of our customers, so we want to thank you once more for letting us know your experience and thoughts. If you have any issues in the future, please contact our dedicated Customer Support Team using any of the available methods listed here; https://www.powertoolworld.co.uk/contact

Posted 3 years ago

“took an age to arrive, no contact received to say would be a delay”

Helpful Report

Posted 3 years ago

Hello, Thank you for taking the time to leave your review, we value all customer feedback. We’re sorry to hear of the delays you have faced with your order. Please rest assured, we take matters such as this very seriously which is why a detailed investigation is always carried out. Upon review, we can see that your order was placed on 28/12/2021 using standard 1-3 working day delivery. During the holiday period, our delivery times were updated on our website confirming that any orders placed between 25/12/2021 & 29/12/2021 selecting standard 1-3 working day delivery had an estimated arrival date of 04/01/2022. However, we were also experiencing a large volume of customer orders during this period which did slightly delay shipping for our customers for a very short period. We can see your order arrived on 06/01/2022 meaning your order arrived 2 working days after we estimated. Please accept our sincere apologies for any frustration caused. If you have any issues in the future, please contact our dedicated customer support team; Contact Us | Powertool World

Posted 3 years ago

“Nothing wrong with the rotary drill but I ordered this because it gave a specific date between Christmas and New Year when it would be delivered. This was a Birthday present. Ended up contacting them when they got back on the 4th Jan when they sent it out. Poor misleading delivery times for you to buy from them.”

Helpful Report

Posted 3 years ago

Hi Paul, Thank you for taking the time to leave your review, we value all customer feedback. We’re sorry to hear of the delays you have faced with your order. Please rest assured, we take matters such as this very seriously which is why a detailed investigation is always carried out. Upon review, we can see that your order was placed on 30/12/2021 using standard 1-3 working day delivery. During the holiday period, our delivery times were updated on our website confirming that any orders placed before 19:00 hours on Thursday 30th December 2021 selecting standard 1-3 working day delivery had an estimated arrival date of 05/01/2022. We can see your order arrived on 05/01/2022 meaning your order arrived on time as we advised on our website. If you have any issues in the future, please contact our dedicated customer support team; Contact Us | Powertool World

Posted 3 years ago

“Prices are lower than other sites but the next day delivery is questionable.”

Helpful Report

Posted 3 years ago

Good morning, Thank you for taking the time to leave your review, we value all customer feedback. We’re glad to hear that you’re happy with our pricing model. We pride ourselves on offering our customers a large catalogue of market-leading manufacturer products which are competitively priced within the market. On reviewing your order, we can see that it was placed on Sunday 19 December, as our office/warehouse is closed over the weekend we would not have had visibility of this order until Monday 20 December. We can also see that the order was not placed as a next day order, and that standard 1-3 working day delivery was selected meaning the order was delivered on time. If you have any questions regarding the delivery options we provide now or in the future, please contact our dedicated customer support team. Please visit our website to decide on the best way of contacting us; Contact Us | Powertool World

Posted 3 years ago

“When I ordered it stated I would get them by the next day, I only got them 7 days after and still missing one item”

Helpful Report

Posted 3 years ago

Hi Phillip, Thank you for taking the time to leave your review, we value all customer feedback. Please accept our sincere apologies for the delay with your order. Upon investigation, we can see that there was an issue with the delivery leaving our warehouse. This was further delayed due to the Christmas holiday closures. Please rest assured, this is not the level of service we here at Powertool World usually deliver and the feedback will be immediately actioned to prevent issues like this from occurring in the future. Please again accept our apologies.

Posted 3 years ago

“Ross and Alan in customer services were both very helpful. Shame about the rest of the service I received from Powertoolworld; "technical dept" that clearly doesn't know a thing about this particular device and a long delay in receiving my refund after they had received the returned item.”

Helpful Report

Posted 3 years ago

Hi Dean, Thank you for taking the time to leave your review, we value all customer feedback. Thank you for raising your concerns surrounding the technical specification listed on our website for the Makita DUN461WZ Adjustable Head Pole Hedge Trimmer. As we discussed with you when you raised your concerns, the information detailed on our website was taken directly from the manufacturer. When you raised your concerns, we contacted Makita who confirmed their website was also incorrect as only the DUN500 and 600 models offer the reverse function. Both ourselves, and Makita have now updated our product listings. We thank you again for raising this with us. If you have any other product queries in the future please contact our dedicated customer support team.

Posted 3 years ago

“Called customer service because of a missing part and was told that you'd get back to me about it. You never did.... poor customer service!”

Helpful Report

Posted 3 years ago

Hi Steven, Thank you for taking the time to leave your review, we value all customer feedback. A member of our customer support team will be in touch with you shortly to discuss your specific order. After completing our investigation, we can see that you have ordered a Makita Duffel Tool Bag so we’re unsure what you mean when you claim parts are missing? We will be in touch to clarify matters and offer support.

Posted 3 years ago

“Please take my Makita mitre saw back please, very disappointed.”

Helpful Report

Posted 3 years ago

Hi Patrick. Thank you for taking the time to leave your review, we value all customer feedback. We’re sorry to hear that you’re unhappy with your recent purchase of a Makita LS0714LN Mitre Saw. If you visit the below link you can review our returns policy. Returns & Refunds | Powertool World If you have any questions, please don’t hesitate to contact our dedicated customer support team who are available Monday to Friday from 09:00 – 17:00. Please visit the below link to determine the best way to contact us; Contact Us | Powertool World

Posted 3 years ago

“Delivery late, box smashed up but tool worked fine.. Good prices”

Helpful Report

Posted 3 years ago

Hi Tony, Thank you for taking the time to leave your review, we value all customer feedback. We're sorry to hear of the issue you’ve encountered with your delivery. As you can appreciate, when parcels hit the transport network issues such as this can occasionally occur. Please rest assured, we take matters such as this very seriously so we’re currently investigating matters with our courier as we look to continuously improve the service we offer all of our customers. If you have any issues in the future, please contact our dedicated customer support team on 01325 370300, or via email at help@powertoolworld.co.uk

Posted 3 years ago

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