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

“Ordered a new Professional Bosch drill/driver. It arrived in a flimsy white box with very little packaging. Not how Bosch Pro tools are usually packed. The tool does not work. I suspect I was sold a faulty returned product. When I contacted customer services, they insisted on videos to prove it had a problem. I sent those and now they want their technical team to review the case. First I was sold a faulty tool, not in it's original packaging and then they make the return as awkward as possible. Avoid this company!”

Helpful Report

Posted 1 year ago

Hello Mark, Thanks for sending in your review. Your feedback is invaluable to us. We apologise that your order arrived in a condition which you were not expecting. 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. As an online retailer we don't unfortunately have the ability to view your tool first-hand which is why we may sometimes ask for photos or a video of a product which has developed the fault. This is to ensure we're providing accurate information and to carry out a thorough investigation with our manufacturers. A free-of-charge return was arranged and a refund was processed. We're glad this is now resolved for you. If you need any further assistance, please continue to liaise with our Customer Support Team who are happy to help. Kind regards - PTW

Posted 1 year ago

“AVOID don’t purchase anything from these… Awful customer service Awful delivery service Read the reviews first. If you can move on to a reputable supplier..”

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Posted 1 year ago

Hello Colin, Thanks for leaving a review with us. We value all our customer’s feedback. We apologise that you were unhappy with the service provided by our Customer Support Team. It is vital that we provide the best service to our customers and we are disappointed it fell short this time. Our courier delivers 97% of our parcels first time with no issues. Whilst we can see that your order has now been delivered successfully, it had taken longer than we would have expected. We have sent you an email so we can discuss this further as we are keen to resolve this for you. We look forward to hearing back from you soon. Kind regards – PTW

Posted 1 year ago

“Efficient service. Good range of products”

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Posted 1 year ago

“Broken on its second use. Absolutely shocking. After reading all the good reviews online made me choose this level as it was fairly priced as well. Might be down to a faulty product but it's cost me hours of my day trying to get it to work.. would not recommend !!”

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Posted 1 year ago

“Item previously owned - name engraved on drill body. No response from Power Tool World to request for item to be returned.”

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Posted 1 year ago

Hello Jonathan, Thanks for leaving a review with us. We are truly sorry to hear that the item was received in a less-than-perfect condition. Upon investigating this, we have sent you an email asking for further information. Please continue to liaise with us so we can reach a suitable resolution. Kind Regards - PTW

Posted 1 year ago

“I would loved to have received my order from Power tool World but due to the incompetent delivery people they use DPD we never got it 3 days running, said they had tried to deliver but never even came near my property. I asked if they could use anyone else but they said no.”

Helpful Report

Posted 1 year ago

Hello Martyn, Thanks for letting us know about your recent order experience. We are sorry to hear that your order had not arrived on time and that our courier was unable to deliver your order. 99.1% of our parcels are successfully delivered by our courier however on this occasion we can see this fell short for you. We would recommend for any future orders placed, to use the DPD app on your mobile to keep up-to-date on your deliveries. After you had spoken with our Customer Service Team, a refund was processed for you at your request. If you need to get back in touch with us, you can find our contact information on our website here: https://www.powertoolworld.co.uk/contact Kind regards - PTW

Posted 1 year ago

“Placed our first and last order with Power Tool World. Ordered a Milwaukee heated jacket but due to Incomplete information on the website the wrong size was ordered. When the jacket arrived I found all the chest and waist measurements are clearly printed on the side of the box and if this information was given on the website instead of M, L, Xl, 2XL etc I would have ordered the correct size. I emailed and asked to return and exchange for the next size up but was told I would have to pay return postage. This cost over £8.00 for a post office signed for service. Needless to say I did not order the jacket in the correct size from Power Tool World as I found they were back in stock at Power Tool Mate our preferred supplier whom not in the 6 years buying from them have we ever had an issue. I received the jacket refund eventually after I reminded them that the package had already been signed for but not our return postage costs. So beware if your order goes wrong as customer service is terrible. They don't read your emails properly as they don't address the points raised.”

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Posted 1 year ago

Hello, Thanks for getting in touch and sending in your feedback to us. We apologise that our product listing had not provided you with the full information on the product you had purchased. It is vital to us that we provide accurate information to all our customers and we thank you for raising this to our attention. With the feedback you had provided we can see our product page has been updated to include size measurements from the manufacturer. Upon reviewing, we can also see that our Customer Support Team had issue a free returns label to you however you had already sent the item back to us. An email has been sent to you today following up on your experience with us and we would love to discuss this further with you. Kind regards – PTW

Posted 1 year ago

“Very unimpressed with their processes and customer service. My order of a vacuum arrived not working - had power to the machine but the vacuum motor didn't work when switched on. Then had a very frustrating experience with Power Tool World - had to chase them for days to get a response, then prolonged delay as they requested a video of the vacuum not working, which was passed on to their technical department and Makita, then they needed to email their T&C before issuing a return, but their email system wasn't working, so more delays. Eventually they arranged a collection of the faulty vacuum, but issued a refund days later without any notification instead of replacing the machine. So wasted 2 weeks and still without a vacuum which I needed urgently to fulfill a contract. Not impressed.”

Helpful Report

Posted 1 year ago

Hello Peter, Thank you for leaving a review with us. We are truly sorry to hear of the experience you have had, this is not what we want our customers to go through. We can see that you sent us a video as requested and the Customer Services Team reviewed this. We arranged a collection on a date that was convenient for yourself. Upon receipt of the item we did have to issue a refund due to the extractor no longer being in stock. We are sorry if this was not communicated with you and we will of course feed this back to our Returns Team to improve our service for future customers. If there is anything else we can help with please contact our Customer Service Support Team who will gladly assist you. You can find our contact information below: https://www.powertoolworld.co.uk/contact Kind regards - PTW

Posted 1 year ago

“I am waiting for a report from my contact at power tool world.”

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Posted 1 year ago

Hello Julian, Thanks for sending your review into us, We do apologise and understand the inconvenience you have had, it is never something that is welcomed when a parcel goes missing. Upon looking into this we do apologise DPD have been unable to deliver your parcel. We can see someone in our Customer Service Team has reached out to you to resolve this today. Please continue to liase with us so we can resolve this for you as best as possible. Kind regards - PTW

Posted 1 year ago

“Ordered a triple pack of batteries only two turned up.”

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Posted 1 year ago

Hello Leon, Thanks for sending in your review to us. We apologise that your order was not received in full. This is never something we would expect. This is currently still being investigated by our courier and we’re awaiting on a little bit more information from yourself. We can see that a colleague in our Customer Support Team had emailed you earlier today. Please continue to liaise with us so we can resolve this for you as best as possible. Kind Regards – PTW

Posted 1 year ago

“poor service”

Helpful Report

Posted 1 year ago

Hello, Thanks for sending in your review to us. We apologise that you were unhappy with the service you had received. Providing the best service to our customers is one of our top priorities here at Powertool World and we're keen to resolve any issues you may have. Upon investigating, we can see that this was resolved when you had spoken to our Customer Support Team earlier in the week however, we have reached back out to you to find out how we can help you further. Please continue to liaise with us if you still require further help. You can find our contact information on our website here: https://www.powertoolworld.co.uk/contact Kind regards – PTW

Posted 1 year ago

“First time I've ordered from powertool world and I shalnt again.You have lost a professional carpenter as a customer!! The problem began with DHL delivery who damaged my parcel and sent it back to you , no apology from them no further information, all tracking said was your parcel is on its way back to power tool world, this was on the day it should have been delivered!!! So I couldn't call you to find out what's going on because your phone system is down!!! , I eventually got thru to DHL who told me the parcel had been damaged so it was sent back ,and they said it would take 48 hrs to be returned then another 5 to ten days to be re delivered. If that was the case I was gonna cancel my order ,only I couldn't phone you to even do that ,which infuriated me even further!!! After searching your Web page help options for ages trying to sort this out I found a live chat option and my case was only dealt with quickly because I was gonna cancel the order .otherwise it would have been 24 to 48 hrs !!!! For you to respond to my email. Your customer service without a working phone line is currently terrible, way too long to respond to emails. Poor service = lost customer Gary Sennitt”

Helpful Report

Posted 1 year ago

Hello Gary, Thanks for sending in your feedback from your recent order. We apologise that your parcel was damaged by our courier. It's never welcomed when a parcel is unable to be delivered. Upon investigating this we can see that you spoke to our Customer Support Team the day your parcel was delayed. Whilst we can't see what was discussed between yourself and the courier, we can see that a replacement was dispatched to you on the same day and this was delivered in less than 24 hours to your door. If you are still needing assistance, please don't hesitate to contact our Customer Support Team who will be happy to help. You can find out how to contact them via our website here: https://www.powertoolworld.co.uk/contact Kind regards - PTW

Posted 1 year ago

“Product was no good”

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Posted 1 year ago

“Poor customer service!”

Helpful Report

Posted 1 year ago

Hi Lulian, Thank you for your feedback. We apologise that your issue has not been resolve yet. We are keen to get this rectified for you. An email was sent to you but we have not had a reply from you yet. If you are still needing assistance, please continue to liaise with our Customer Support Team who are here and happy to help. Kind regards - PTW

Posted 1 year ago

“Couldn’t get hold of them to complain about charger not working”

Helpful Report

Posted 1 year ago

Hello Nigel, Thank you for your feedback. It is never expected when a product stop working and we are keen to get this resolved for you. A member of our Customer Support Team has reached out to you to find out more information and to get this resolved. We also apologise that you had trouble getting in touch with us. We were extremely busy over the telephone during the festive period. We do however have alternative methods of contact such as live chat and email. You can find out how to reach us and our opening times on our website below: https://www.powertoolworld.co.uk/contact Kind regards - PTW

Posted 1 year ago

“My first purchase from Powertool World was a Makita cordless air pump. No issue with delivery on time …. But the charger and/or battery are duds.”

Helpful Report

Posted 1 year ago

Hello John, Thanks for leaving a review with us. We are truly sorry to hear you are having problems with the charger and battery. When investigating this, it does look like you have been liaising with our Customer Service Team who have issued you with a free of charge return and organised a replacement. If you still have any further queries, please do not hesitate to get in touch with our Customer Support Team who are happy to help. You can find our contact details on our website below: https://www.powertoolworld.co.uk/contact Kind regards - PTW

Posted 1 year ago

“Still awaiting on delivery of them . No one will answer my emails 😡”

Helpful Report

Posted 1 year ago

Hello John, Thank you for taking the time to leave a review. We apologise that you were unhappy that you didn't get a response from us. Providing timely responses are key to our customer's satisfaction. Upon checking on our communication system, we can't see any email was received. We are however keen to provide you with the information needed. Your order was placed on a Saturday for delivery the following Saturday. Your order was dispatched from us on time and delivered as expected the following Saturday. If you're still needing help with this order, please don't hesitate to contact our Customer Support Team who will be happy to help. You can find our contact details on our website below: https://www.powertoolworld.co.uk/contact Kind regards - PTW

Posted 1 year ago

“Rubbish won’t be using again , Milwaukee tool delivered in plain white box !! No packaging in it it’s been rolling around in box while being transported me !! Just rubbish sent an email not response when you spend money on tool you expect them to arrive in a Milwaukee box not a plain box !!!”

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Posted 1 year ago

Hello Lucy, Thanks for leaving a review with us. We are truly sorry to hear your item was received damaged. We would like to re-assure you that we only sell brand-new and genuine Milwaukee products, purchased direct from the manufacturer. Our Customer Support Team have contacted you to discuss this further so we can get this rectified. We look forward to hearing back from you soon. Kind regards - PTW

Posted 1 year ago

“Annoyed as I didn’t receive the handle with the drill. I’ve tried emailing and not had a reply. Had to gift as a present with the handle missing”

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Posted 1 year ago

Hello Ryan, Thanks for leaving a review with us. We are truly sorry your order was missing the handle. This is never expected and we're keen to get this rectified. Upon reviewing, we can't find any corrospondance from you however we have sent an email over to you asking for further information. Please continue to liaise with us so we can get a resolution actioned as best as possible. Kind regards - PTW

Posted 1 year ago

“Ordered makita impact driver. Never arrived. No info from powertool world about whereabouts of item. Dpd tracking says item at depot but now being returned. No attempt at delivery.”

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Posted 1 year ago

Hello Feroz, Thanks for leaving a review with us. We apologise that your order wasn't received as expected. This is something we never like to hear or see with our customer's orders and are keen to look into this for you. Upon investigating, the order linked to your review does look like it was delivered successfully on the 14/12/2023. If you still need assistance on this or this is about another order, please contact our Customer Support Team who are happy to help. You can find our contact details below: https://www.powertoolworld.co.uk/contact Kind regards - PTW

Posted 1 year ago

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