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

“Order got sent out no problem their delivery service had the order for two days tried to deliver it twice and then sent it back to them I am without the item as it got sent back to their depot. Rather than trying to rectify the issue they gave me a refund for the item but charged me for the delivery still”

Helpful Report

Posted 4 years ago

Hi, thank you for your feedback. I can see that our courier partner did attempt delivery on this twice as you note , after which the goods were returned back to ourselves. Kind regards, Ian@Powertoolworld.co.uk

Posted 4 years ago

“Never turned up and was not sorted out”

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Posted 4 years ago

Hi, thank you for your feedback & for bringing this to our attention. We now have a resolution from our courier partner & are happy to confirm that your refund has been processed . Please accept our apologies for any inconvenience caused. Kind regards dave@powertoolworld.co.uk

Posted 4 years ago

“I didn't recievealmost 700 pounds worth of dewalt nail guns. When I rung to sort this the customer was horrible and I still havent got my nail guns. You literally stol 700 pound off me. And all the proof I got was some photos of tools in a warehouse. I am still so upset. And am still waiting on more proof”

Helpful Report

Posted 4 years ago

Hi, thank you for your feedback. I can see that we have raised an investigation with DPD and have shared various images with you of both the dispatch of the goods and also the delivery of the goods to the address provided. The investigation is ongoing however and as such we will update you when we receive a tangible update from our courier partner. Kind regards, Ian@Powertoolworld.co.uk

Posted 4 years ago

“Well no chance of this on going in the hat for a £20 credit. Purchased a Bosch Combi drill, charger and 2X battery pack. 15/8/20. (I've had a fair bit of Bosch kit in the past and it's usually pretty robust) Unfortunately there was a fault with the charger (No display whatsoever) I rang them the same day I received delivery. First conversation they tried to convince me that's how the new smart chargers work! I emailed them twice having done some additional test they suggested, then again with information straight out of the manual explaining the correct operation. Eventually they said they would sort getting the charger returned for free via DPD. Two weeks since I bought the tools and nothing. I rang them again yesterday 3/9/20 and they couldn't even be bothered to ring me back. So much for the "We know we're not perfect but it's what we aim for!" Flog it and scarper is nearer the truth. First poor review I've taken the time to write for any purchase.”

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Posted 4 years ago

“Had a problem with 2 Makita batteries. Rang customer service, rubbish response, couldn't wait to palm me off with a load of jargon and small tape”

Helpful Report

Posted 4 years ago

Hi, thank you for your feedback. I am sorry that the support we extended regarding battery run times on your angle grinder wasn’t as hoped for. As noted on our subsequent email to you, if you believe the batteries to be faulty in anyway please follow the warranty guidance we extended to you in order for the manufacturer to check and inspect these for you. Kind regards, Ian@Powertoolworld.co.uk

Posted 4 years ago

“The blade snapped on first use, Power Tool World refused to replace or refund.”

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Posted 4 years ago

“Ordered a Dewalt 18v brushless orbital sander 6 weeks ago from these which became faulty after using twice ! I called Powertool world for a return and replacement only to be told they do not accept returns and i have to call dewalt direct for a repair. This is unacceptable as the product was bought from Powertool world and should be returned and new replacement should be given. Do not buy from this company as its a terrible return service.”

Helpful Report

Posted 4 years ago

Hi, thank you for your feedback. We are sorry you are disappointed with our extension of the manufacturer warranty process and would like to assure you of our best intentions. As the tool is six week old and has subsequently developed a potential fault the warranty platform does represent the best method in which to get the tool back up and running. This is a completely free of charge service and the turnaround is usually no more than a week or so. If you need any further support in arranging this, please don’t hesitate to contact us. Kind regards, Ian@Powertoolworld.co.uk

Posted 4 years ago

“It is not my first order with you, overall I am very happy with your service, but I am still waiting for this delivery..... there are almost 2 weeks since I have placed my order, dpd lost it and I have to wait for them to sort this out. I do not understand why I am the one who has to wait, I shall get my goods and you will sort the issue between yourselves.”

Helpful Report

Posted 4 years ago

Hi, thank you for your feedback. I am sorry you have had to wait whilst we have looked into this with our courier partners. I can confirm that we have now resolved this matter for you and further to our conversation we have refunded you as requested. Kind regards, Ian@Powertoolworld.co.uk

Posted 4 years ago

“My order arrived damaged, I appreciate this happens but its the way complaints are dealt with that matter. I was bought up with the motto 'todays milk is tomorrow cream' The sales person (Andy) I spoke with was abrupt and rude, I was the one inconvenienced not him, yet made to feel I was in the wrong! I explained there was nothing to protect the item and he replied "that's because its packed by a machine" and really didn't give a dam. As a consequence of this I had to postpone a job I'd got booked and the customer later cancelled stating I'd let her down! I escalated the complaint to Andys manager Ian but to no avail, I would not recommend or use this company again based on my personal experience.”

Helpful Report

Posted 4 years ago

Hi & thanks for the feedback. We would like to apologise for your cutter set arriving with a damaged case but are somewhat surprised to read this review as you had indicated that you were happy with the resolution of a replacement set being sent out. We would like to specifically apologise if you felt in any way undervalued as our customer as that is absolutely not our intention. Kind regards dave@powertoolworld.co.uk

Posted 4 years ago

“I'm suspicious that I've been sent a 2nd hand tool as there was a nail stuck in the machine and the paper work was loose in the box with the guarantee missing”

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Posted 4 years ago

Hi, thank you for your feedback. Further to our conversation, I am pleased we have addressed your concerns and reassured you of our best intentions. We look forward to seeing you return as a customer. Kindest regards, Ian@Powertoolworld.co.uk

Posted 4 years ago

“Makita pressure washer I received had been used (it had been assembled, the packaging was torn and taped up, it was dirty, and had water coming out of it). I usually receive 10/10 products and service from PowerToolWorld but will consider other retailers from now on.”

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Posted 4 years ago

Hi , thanks for the feedback. We would like to offer our unreserved apologies for this fiasco , having somehow managed to do the impossible & mix a return in with live stock. We are usually much better than this & hope to see you return in the future. Kind regards ian@powertoolworld.co.uk

Posted 4 years ago

“There wasn't the tools in the box as advertised look at add on box very confusing.”

Helpful Report

Posted 4 years ago

Hi, thanks for the feedback. I have checked the listing for the Makita accessory set you bought & everything seems to be in order, with fairly detailed descriptions of what is in the box. If , however there is something missing or not quite right with your set please contact us & we will be happy to put it right. Regards - dave@powertoolworld.co.uk

Posted 4 years ago

“Faulty battery delivered. Will not recognise that my consumer rights say that they must arrange an exchange at their cost or a refund.Instead it’s please ring Dewalt as it’s their problem if you don’t want to arrange for the product’s return to us at your cost.”

Helpful Report

Posted 4 years ago

Hi , thanks for the feedback. We are sorry you are disappointed with our extension of the manufacturer warranty process and would like to reassure you of our best intentions. Under the current situation with most of our guys in customer service working remotely the direct Dewalt route really is the quickest way to get your battery replaced. If you need any support in arranging this please don’t hesitate to contact us . Kind regards - ian@powertoolworld.co.uk

Posted 4 years ago

“My dewalt 996 drill come in plain white box not a proper retail yellow black box from dewalt as this was for a gift and was told by the company it would be a proper dewalt retail box the person was not happy at all I got it for”

Helpful Report

Posted 4 years ago

Hi, thank you for your feedback. I am sorry your order wasn’t delivered as hoped but in order to get the competitive pricing we provide, some tools are purchased in bulk and supplied in plain packaging direct from the respective manufacturers. I hope this explains a little, but we will reiterate this point to our team to make sure the information we provide is accurate. Kind regards Ian@Powertoolworld.co.uk

Posted 4 years ago

“Totally unprofessional company, sent out a Makita Multi Tool without proper packaging, result damaged and had to go back. Power Tool would not pay for next day delivery. Speaking to the guy he didn't give a dam, his words were, yes we know they aren't packaged very well but we just send them out, its Makitas fault! Don'y use them there are much better people elsewhere”

Helpful Report

Posted 4 years ago

Hi, thank you for your feedback. I am sorry to hear this; please rest assured that we do care about our customers and their experience when using ourselves. As such, we will look into this matter accordingly to make sure this incident isn’t replicated going forward. In the interim I would like to highlight that whilst perhaps not explained correctly to you, we don’t put additional packaging in with the kits received directly from the respective manufacturers as this can give the impression of the tool being opened prior to delivery which can be off-putting for some customers who like to receive their orders manufacturer sealed. Kind regards, Ian@Powertoolworld.co.uk

Posted 4 years ago

“Not satisfied with power tool works customer service, as I rang twice last week to enquire about a 5 ah Dewalt battery I purchased And was waiting over 10 days for it. Staff in power tool world say they would contact me shortly after hanging up the phone but I heard nothing from both occasions, I then got put through to Ian the manager who was helpful but notified me that DPD had lost my item. Which you can understand would frustrate me and anyone else. Ian Offered me A replacement or a refund so I took my refund as I would not chance buying from them again as their staff Service excluding Ian and their delivery service was Very poor”

Helpful Report

Posted 4 years ago

Hi , thanks for the feedback. We are really sorry about your missing parcel & share your frustration over the time it took us to resolve this . Unfortunately for us the courier reporting mechanism for lost parcels is not as up to date as it would be under normal circumstances , causing the occasional frustrating delay. Both our courier & ourselves are usually better than this. Thanks for your order , regards dave@powertoolworld.co.uk

Posted 4 years ago

“What a joke! I bought a nail gun, after just over a week and used twice it developed a fault. I was told to contact Dewalt for a repair. I suggest you read up on e-commerce law! After an argument with customer service they agreed to accept a return for a refund. I was told that I had to pay the return postage. Not the best customer service. Will not buy from you again!!”

Helpful Report

Posted 4 years ago

Hi, thank you for your feedback. We are sorry you are disappointed with our extension of the manufacturer warranty process and would like to assure you of our best intentions. All of our customer service team are currently working remotely, with only one member of staff coming into the office once a week to facilitate returns and replacements etc. The quickest way to address your issue would have been using the Dewalt warranty route. Should you need any further support in arranging this, please don't hesitate to get in touch. Kind regards, Ian@Powertoolworld.co.uk

Posted 4 years ago

“Bad delivery service, bad customer service, bad around service.”

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Posted 5 years ago

“tracking number you gave was not right ,no way to contact you,customer service rubbish”

Helpful Report

Posted 5 years ago

Hi, thank you for your feedback. We are sorry for any delay to the delivery of your parcel and apologise for the tracking number not working. Having spoken on the phone this morning we are happy that you have received your order albeit outside your timescale expectation. Thanks for your order . Kind regards, Ian@Powertoolworld.co.uk

Posted 5 years ago

“Parcel gone missing, paid for next day delivery two weeks later still £180 down with nothing resolved. Look after your customers and have your dispute with your contract courier. Without customers you wouldn’t need a courier.”

Helpful Report

Posted 5 years ago

Hi, thanks for your feedback. We are really sorry that your parcel seems to have gone missing and fully understand your frustration whilst our courier partner carries out their investigation. We would hope to have this resolved in the next few days and will be in touch as soon as possible. Thanks for your patience in this regard. Kind regards, Ian@Powertoolworld.co.uk

Posted 5 years ago

Power Tool World Reviews