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

“The packaging was falling apart - over £200 + of equipment packaged like no one cared. Very disappointed”

Helpful Report

Posted 5 years ago

Hi, thank you for your feedback. I am sorry to hear of the problem with your order. A member of our customer service team will contact you to look into this further for you. Kind regards, Ian@Powertoolworld.co.uk

Posted 5 years ago

“My delivery did not come on the day I was expecting it and the job I had planned to do had to be put off until the grinder and battery arrived the following day. But the Makita grinder and battery are great value and work well.”

Helpful Report

Posted 5 years ago

HI, thank you for your feedback. I have checked this for you and can see that whilst we despatched the order in line with your Next Day delivery requirements unfortunately our courier partner misrouted the parcel on the intended delivery date, resulting in this unfortunate delay. We are pleased to hear that you have now received the tools and that both are performing admirably for you. Kind regards. Ian@Powertoolworld.co.uk

Posted 5 years ago

“Delivery never came phone me up to say it’s two days late! So stayed off work for parcel and it still never came! Phoned up they said they was waiting on delivery from makita it might come in today and said they would send it out if it did?! It did come the next day but what a joke really!!”

Helpful Report

Posted 5 years ago

Hi, thank you for your feedback. We hold our hands up here – our stock balances were incorrect resulting in the delay in getting your order to you. We are sorry Lee! Kind regards, Ian@powertoolworld.co.uk

Posted 5 years ago

“I was not happy and want the tool I purchased either swapped or refunded.”

Helpful Report

Posted 5 years ago

“I recently purchased a 90mm cordless framing nail gun and it only fires 75mm nails! When I rang to ask about the fact that the 90mm nail gun didnt fire 90mm nails I was told that they knew about this short coming before I purchased it and it was pretty much my problem and I should take it up with the supplier. I am stuck with £50 worth of nails that dont fire. The gun is good other than this but the service I received from Powertool world was shockingly bad. Jokers.”

Helpful Report

Posted 5 years ago

“Fair prices, bad customer care made me feeling unhappy.”

Helpful Report

Posted 5 years ago

Hi, thank you for your feedback. We are sorry that you have been left disappointed by our cancellation process, but would like to reassure you of our best intentions. Sometimes, as we have such a speedy turnaround on orders being picked, packed and despatched , occasionally an order has already left us before we can action the cancellation request. Having discussed this with you we hope to have now met your expectations and welcome any future business you may be kind enough to put our way. Kind regards, Ian@powertoolworld.co.uk

Posted 5 years ago

“I had no actual problem with the people at powertoolworld, I spoke on the phone with them about an order problem and they sorted it immediately. However the delivery side was shocking. My order came over 3 days late and I missed out on work because of it. If I had known it would have taken that long to get to me I wouldn't have ordered here.”

Helpful Report

Posted 5 years ago

“Sent a strimmer without the nylon grass trimming head. Slow responding. Blamed Makita. Item needed next day hence paid for next day carriage. Had to fit pattern part head to get on with work. My client won’t wait. If I expected them to like you are I’d loose them. Remember, We’re not perfect but we aim to be! Still not resolved and had no further coms from you.”

Helpful Report

Posted 6 years ago

Hi Steve, thank you for your feedback and for taking the time to talk to me this morning. The information you were given was correct in so much that Makita did send us a batch of these with different heads to those listed. We are working with Makita on this to resolve the situation, but do apologise that you haven’t been kept updated in this regard. One of our Customer Services Team will contact you in the morning with a further update for you. Kind regards, ian@powertoolworld.co.uk

Posted 6 years ago

“accidently ordered an item realised imeadiatley after paying but is bank holiday weekend. phoned 11 0 clock the next working day but too late. now i have the inconvience and expenditure of sending this item back. That is your returns policy other companies provide a return service even the generic companies on amazon or ebay as you have such a poor returns policy and no shop front local to me I feel that unless you are able to under cut the market by some great deal that I would be beter off purchasing else where as to the technical properties of goods you are selling. I admit i have used you before and would have recomended you but now i know that you have little to no control and no contingencies in place for customers who may have made an purchase in error which is easy done with 1 click payments I cant really shop with you any further. I ordered some work wear recently and it came with labels in case you needed to return it amazon and such have a policy too as do all the others not a great way to set yourselves apart. Make it clear on the web site so that someone else can not make the same mistake and all would be forgiven. Such ashame as I did like your service till now.”

Helpful Report

Posted 6 years ago

Hi Dominic, thanks for the feedback. Whilst we do empathise with your frustration, we must also highlight that this is the very first time that anybody has encountered or highlighted such a problem. Ordinarily an email to us would be actioned upon receipt and the cancellation request would be carried out without issue. As we operate a 24/7 operation we have such a quick turnaround on our orders that they are very often picked, packed and despatched within twenty minutes of an order being placed, meaning that cancellations after a few hours is not always possible. On a positive note, we are developing some exciting changes to our website over the coming months - including one click buy – which should make the shopping experience even easier. Please do feel free to contact me should you wish to discuss further. Kind regards, ian@powertoolworld.co.uk

Posted 5 years ago

“The wrong Battery was delivered. I phoned to speak to a customer advisor with the issue. I said that the wrong size battery had been delivered but on the box which was partly crushed due to packaging said it was the one I ordered. He said was the box sealed. I said know it was partly crushed. He said we will have to look into this as it seems that the wrong battery happens to be in the wrong box and that it could be the manufactures problem, not ours! We will have to check our stock before we go any further. I asked how long is that going to take as I`m the one with the wrong item here. He replied, How longs a piece of string! That is very poor customer service un acceptable in fact. I was pretty wound up after that remark. I said we you call me back as soon as you have investigated as my experience regarding people phoning back when they say they will just doesn't happen. Later that day to my surprise he did phone back and said that it was a stores fault. I have now received my correct battery which I ordered but first I had to return the wrong one before this one was despatched. For that comment regarding the piece of string, I will not recommend Power Tool World and I will not order from them again.”

Helpful Report

Posted 6 years ago

Good afternoon Martin, thank you for your feedback. I wholeheartedly agree that the terminology used in this instance is less than helpful and can only apologise for this comment. We aspire to deliver great customer service so to hear this is disappointing. I am pleased you have now received the correct product and would very much like the opportunity to redeem ourselves - please contact me directly on ian@powertoolworld.co.uk to discuss this further. Kind regards, Ian.

Posted 6 years ago

“I paid £2.95 for next day delivery, however my batteries were delivered 5 days later ! please credit my account with the next day payment.”

Helpful Report

Posted 6 years ago

Hi Robert, thank you for your feedback. We are surprised to read your comments but on checking the tracking we can see that there were some issues with the delivery which we have escalated with the couriers to avoid happening again in the future. I have issued an immediate refund of the shipping charges to you this morning with our sincerest apologies. Please feel free to contact me should you wish to discuss further. ian@powertoolworld.co.uk

Posted 6 years ago

“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.”

Helpful Report

Posted 6 years ago

Hi John, thank you for your feedback. We are the first to admit when we have made a mistake and on this occasion we have to hold our hands up and extend our sincerest apologies to you. We missed your initial note resulting in the delays you experienced in getting your return request actioned. As per our conversation yesterday, we would like the opportunity to redeem ourselves and for you to accept the gesture of goodwill I offered to you yesterday. Please feel free to contact me further should you wish to discuss. Kind regards, Ian@powertoolworld.co.uk

Posted 6 years ago

“My drill trigger was jammed (sticky) but needed it for a job to start straight away so didn’t have time to send it back now got drill where the trigger sticks”

Helpful Report

Posted 6 years ago

“The 2BA screws for attaching the guide bush to the router base were too big for the threaded inserts in the base, I tried 5mm bolts (too big ) and 4mm bolts (too small). Didn't have a 2BA tap so used a 5mm tap to just re-cut the threads 2 turns only - enough to then with some effort and cutting grease screw the supplied bolt home. In the process I lost 1 bolt and the head on the other wasn't in perfect condition so I phoned your company and told of my problem. I was met with the reply "well they should fit " which wasn't at all helpful. I then enquired about replacement bolts and to cut a long story short was told they would have to be ordered and was then quoted a price !!! upon which I mentioned good customer relations etc. but that fell on deaf ears. I shall not use this company again and will tell others about my experience.”

Helpful Report

Posted 6 years ago

“Not very happy paid £15 extra for a Saturday delivery and it has not turn up i hop you'll sort it out quickly because this Tool I order I needed has quickly this Wye paid for a Saturday delivery”

Helpful Report

Posted 6 years ago

“To be honest i cannot rate you at the moment as we would like to know where our order is. Ordered 10th January reviewed 17th January ????????????????”

Helpful Report

Posted 6 years ago

Hi, we are surprised to read this review as the DPD tracking shows your parcel as signed for on the 12th January. I have tried to contact you by phone today detailing the tracking report but if you would like further assistance please contact us directly. Regards - Dave(Powertoolworld)

Posted 6 years ago

“The dewalt drill was supplied and delivered in loose packaging without any manufactures paperwork. Whilst using it for the first time I noticed a name had been scratched into the bodywork. The drill was priced and sold as a new drill but it appears to have been preowned. Based on these facts I would not use this supplier again.”

Helpful Report

Posted 6 years ago

Hi, we are very sorry to read this & would like to reassure you that we only sell brand new UK supplied Dewalt products through our website. Returned products are dealt with through different channels & should not come into contact with our sales stock. It would seem that our procedures have fallen below our usual standards & for that we offer our unreserved apologies. One of our customer services team will contact you first thing Monday to arrange a replacement drill. Regards - Dave (Powertoolworld)

Posted 6 years ago

“My interest was peaked by the price quoted online. Cheaper than all others I’d checked. But, once the ridiculous additional postage costs (an extra £7 for mainland Scotland) and fairly average delivery time, I don’t think I’ll be using them again. 4/10”

Helpful Report

Posted 6 years ago

Hi, we are sorry that this transaction did not meet your expectations & welcome your feedback. The drill you selected is advertised with free delivery to "UK Mainland - Excluding Highlands & Islands" with options for the excluded postcodes. These delivery postcodes are stipulated by the delivery companies & outwith our control. Your parcel, although took 3 working days from order to delivery over the Christmas & New Year period was well within our published delivery times of 3-5 working days. Regards - Dave(Powertoolworld)

Posted 6 years ago

“one week and not received yet”

Helpful Report

Posted 6 years ago

Hi, we have tried to contact you regarding the payment for this order by both phone & email to the contact details you have supplied. Please contact us directly to resolve this matter. Regards - Dave(Powertoolworld)

Posted 6 years ago

“The dewalt router sent had obviously been a return from another customer. Dog eared and dirty manual, bags opened and restapled, marks on the tool itself. If you're going to send out returns as new, at least have the decency to check first. If I didn't need to use it imeediatly I would have sent it back.”

Helpful Report

Posted 6 years ago

Hi, we are extremely disappointed to read this review as our policy on returns is the polar opposite of what you have experienced. We can be 100% certain that this was not one of our returns & have asked Dewalt to investigate how this could have happened. That said, it is our responsibility & we would like to apologise for any inconvenience this has caused. One of our customer service guys will contact you shortly. Regards - Dave(Powertoolworld)

Posted 6 years ago

Power Tool World Reviews