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

“Customer service Very poor”

Helpful Report

Posted 2 years ago

Hi William, Thank you for taking the time to leave your review, we value all customer feedback. We’re sorry to hear that your delivery has arrived damaged. Unfortunately, issues such as this can occasionally occur when large items travel through the transport network. We can see that you have been in communication with our customer support team who are looking to source the replacement box as requested. If this can not be provided by the supplier, a collection will be raised with either a full replacement or refund actioned. Please rest assured, we pride ourselves on always working to resolve all customer issues promptly.

Posted 2 years ago

“The suply without foam blocks, not happy at all, 1st and Last time I'll never use this company again, very disappointed.”

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Posted 2 years ago

Hello, Thank you for taking the time to leave your review, we value all customer feedback. We are surprised to read this as we only supply genuine UK sourced & supplied product direct from the manufacturer. We are not sure what the foam blocks that you refer to are but if you contact our dedicated customer support team, we would be happy to assist with any product queries you may have. Our office is open Monday to Friday from 09:00 to 17:00, please visit our website to decide on the best way of contacting us; Contact Us | Powertool World

Posted 2 years ago

“Customer service I can't believe it is so hard to send one Battery back to get replaced.”

Helpful Report

Posted 2 years ago

Hi Matthew, Thank you for taking the time to leave your review, we value all customer feedback. We’re sorry to hear there has been an issue with one of your batteries. We have discussed matters with our services manager who has confirmed that a member of the customer support team will be contacting you in due course to arrange the return of the faulty battery so a replacement can be sent. Please accept our apologies for any delays you have encountered.

Posted 2 years ago

“Still waiting for my delivery 2 weeks later after a 1-3 day delivery, DPD say they have not received it yet”

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Posted 2 years ago

Hi Luke, Thank you for taking the time to leave your review, we value all customer feedback. We can see that there was an issue with your order which has now been resolved. We’re glad to see that following a recent conversation with our customer support team a replacement order was shipped out. If you have any issues in the future with any items purchased from Powertool World, please visit our website where you can locate the best way of contacting our customer support team; Contact Us | Powertool World

Posted 2 years ago

“Not replied to my emails about missing tools”

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Posted 2 years ago

Hi Callum, Thank you for taking the time to leave your review, we value all customer feedback. Please accept our sincerest apologies for the issues and delays you have faced. Our customer services team are working hard to respond to all customer enquiries during this busy period. Our service manager will be contacting you shortly to discuss matters personally to provide a resolution to your issues as a priority.

Posted 2 years ago

“POOR! Did not receive batteries batteries or carry case. Disputed to no avail. Will not buy here again”

Helpful Report

Posted 2 years ago

Hi Neil, 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 the outcome of the investigation our service department has carried out. Please rest assured, we take complaints such as this extremely serious which is why a detailed review was carried out to cover every step of the order process from point of order through to dispatch. As part of our investigation, we confirmed that the weight of the parcel leaving our warehouse matched what was recorded by DPD when it hit their network. Due to this, our findings would indicate that your delivery arrived in full. We appreciate our decision may not meet your satisfaction, but trust you understand how the decision has been reached.

Posted 2 years ago

“Package arrived 2 weeks ago in a totally inappropriately sized box for the size and weight of the order. It was covered in resealed by DPD tape and the Trend corner chisel was nowhere to be seen. After a brief web chat i was assured that DPD were going to investigate and i would hear back in 3-5 working days. 10 working days later and 5 emails and messages later. (all of which have not as yet been responses to) NOTHING SO BEWARE ALL THE WHILE THINGS ARE GOING OK POWER TOOL WORLD'S SERVICE IS PRETTY GOOD. BUT BEWARE IF YOU HAVE AN ISSUE BECAUSE THEY OBVIOUSLY DO'NT GIVE A STUFF. Looks like it will have to be a credit card charge back. But i wont be back shocking customer service.”

Helpful Report

Posted 2 years ago

Hi Chris, Thank you for taking the time to leave your review, we value all customer feedback. Please accept our sincerest apologies for the issues and delays you have faced. Our customer services team are working hard to respond to all customer enquiries during this busy period. Our service manager will be contacting you shortly to discuss matters personally to provide a resolution to your issues as a priority.

Posted 2 years ago

“Very bad communication do not reply to emails customer service non existent.”

Helpful Report

Posted 2 years ago

Hi Dudley, Thank you for taking the time to leave your review, we value all customer feedback. Having reviewed all email communications we can see that a member of our customer support team has been in contact with you and has emailed you a pre-paid label to have the item returned. The email was sent on 25/11/2021 and we’re yet to receive a response. Please respond ASAP to agree to our return T&Cs so we can proceed to resolve your issue. If you would like to discuss matters further, please visit our website where you can decide on the best way to contact us.

Posted 2 years ago

“Absolutely awful service. The item was not delivered by the courier, even though we waited in all day for it. Two weeks later and I still don’t have my grinder and haven’t had a refund. Very poor and won’t be repeated”

Helpful Report

Posted 2 years ago

Hi Tim, 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 faced with your delivery. Having investigated we can see that the parcel was returned to our office due to 2 unsuccessful delivery attempts. A refund was then processed on 25/11/22021. We recommend that all Powertool World customers take advantage of our courier’s website to track and manage their orders should their circumstances change. If there are any issues in the future our dedicated customer support team are available Monday to Friday from 09:00 to 17:00. Please visit our website to view the different ways we can be contacted. Contact Us | Powertool World

Posted 2 years ago

“I haven’t received the goods yet”

Helpful Report

Posted 2 years ago

Good morning, Thank you for taking the time to leave your review, we value all customer feedback. We’re sorry to hear there was an issue with your delivery. We have checked the tracking and can see that your parcel was returned to us due to 2 failed delivery attempts. Our records show that a refund for the order was processed on Monday 22nd November. If you would like to place a replacement order and have any questions surrounding delivery, please contact our dedicated customer support team. Our office is open Monday to Friday from 09:00 – 17:00. Please visit our website to decide on the best way of contacting us; Contact Us | Powertool World

Posted 2 years ago

“I bouth my tool from the first time and it turned out to be broken. I called you guys,then I sent a video like you told me and from then on there no information wath to do?”

Helpful Report

Posted 2 years ago

Hi Krzysztof, Thank you for taking the time to leave your review, we value all customer feedback. Please accept our apologies that the items purchased from Powertool World are faulty. As with all mechanical products, faults can unfortunately occur from time to time. We have spoken with our customer service department and can see that your case is currently with our technical team who have been unable to reach you on the telephone to discuss matters further. Due to this, they have sent an email. Please respond to their email so we can advise you of the next steps to resolve your issue. If you would like to discuss matters further, please visit our website where you can decide on the best way to contact us. Contact Us | Powertool World

Posted 2 years ago

“Never again from you!”

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Posted 2 years ago

“They charge me20£ for delivery which was free of charge”

Helpful Report

Posted 2 years ago

Hi Antonios, Thank you for taking the time to leave your review, we value all customer feedback. We have checked your order and can see that at the time it was placed you selected the pre 10:30 delivery option. This is a premium DPD service which is why the additional charge was applied to your order. For future reference, Powertool World offer free next working day delivery for orders placed before 7pm and over £50 when using the discount code BFEX. If you have any questions please don’t hesitate to contact our dedicated customer support. Our offices 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 2 years ago

“Never use again”

Helpful Report

Posted 2 years ago

Hi Gareth, Thank you for taking the time to leave your review, we value all customer feedback. We’re sorry to hear that you’re dissatisfied with your recent order. Unfortunately, there is no context surrounding your review which makes it hard for us to understand the situation. Having investigated matters further we can see that the order in question was placed on Friday for next day delivery. As our website indicates, next day delivery is based upon working days meaning that orders placed on a Friday would not arrive until Monday. All customers do have the option to select a Saturday delivery if the order is important. However, this would be at their own cost. If you have any questions, or would like to discuss matters further, please don’t hesitate to contact our dedicated customer support team. Our offices are open Monday to Friday from 09:00 – 17:00, please visit the below link where you can view the best way to contact us; Contact Us | Powertool World

Posted 2 years ago

“I’ve not king had this gun is there anything you can do maybe it a manufacture error”

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Posted 2 years ago

“They despatch orders requiring a signature so you can’t select a safe place. Our first delivery was missed and the second attempt was just automatically made the following day at 7:45am before anyone was on site. It was then returned to Power Tool world the same day before we even had a chance to arrange a re delivery. We ended up ordering from elsewhere!”

Helpful Report

Posted 2 years ago

Hi Wendy, Thank you for taking the time to leave your review, we value all customer feedback. We’re sorry to hear you’ve had issues with your delivery. We pride ourselves on being able to offer our customers a next day delivery service, unfortunately issues such as missed deliveries can occur though. In instances such as this a card is left with the customer to arrange a more convenient time, if the customer does not contact the courier, a second delivery attempt will be made the following day, if the delivery fails a second time the item is returned to sender. If we can be of any support in the future, please don’t hesitate to contact our dedicated customer support team who are available Monday to Friday from 09:00 – 17:00. Please visit our website to view the best way to contact us; Contact Us | Powertool World

Posted 2 years ago

“Amazing delivery spot on”

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Posted 2 years ago

“Rather than worrying about me writing a review and contacting me every few days to do so. Their time would be better spent actually trying to get some stock in as they seem to have very little available at the moment.”

Helpful Report

Posted 2 years ago

Hi and thanks for your feedback. We only ask once for a review of the service received and the product ordered, which is less than most of our competitors who like to remind you to review multiple times. With this in mind I wonder if you have us mixed up with someone else? Nevertheless, I'm sorry you feel this way and can assure you that stock availability is currently good and due to carry on improving - if there is anything in particular you are waiting for then please do not hesitate to contact us for further information regarding ETA's. Thank you again for your order!

Posted 2 years ago

“Since buying from this store I've been innundated with spam emails from a variety of dodgy sources, DO NOT BUY FROM THIS STORE”

Helpful Report

Posted 2 years ago

Hi Jason, thanks for your feedback. We've never heard this before from any of our thousands of customers. I'd love to find out what you are receiving and see if I can put your mind at rest as this is highly unlikely to be from your order with us. Please could you send the details to help@powertoolworld.co.uk and I will look into this as a priority for you. Thanks! Nick

Posted 2 years ago

“The website offered free next day delivery if you used a code. There was no way to use the code during the payment process. The drill took a week to come when I really needed it the next day. I messaged the company through the website; no response. I was able to borrow a drill for a week, otherwise I'd have bought another and returned the PTW one to them.”

Helpful Report

Posted 2 years ago

Hi James, Thank you for taking the time to leave your review, we value all customer feedback. We’re sorry to hear of the issue you have encountered when looking to select our ‘BFX’ free next working day delivery code. This is not something we’ve heard of before so we’re currently investigating matters with our eCommerce team, the option to add the code usually presents itself to the user at checkout stage. Looking at your specific order we can see that standard delivery was selected meaning delivery would have been made within the scheduled timeframe. However, according to DPD tracking the delivery was changed to arrive on Friday. We pride ourselves in putting our customers at the heart of everything we do so hearing that you have contacted us without receiving a response is something we take very seriously. We have checked all our contact addresses and can confirm that we have never received any queries from you. We have a dedicated customer support team available to offer support to all our customers. If you encounter issues in the future, please contact us on 01325 370300 Monday to Friday from 09:00 – 17:00, or via email at help@powertoolworld.co.uk.

Posted 2 years ago

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