ToolStore UK Reviews

Name: ToolStore UK
Address: 62 Darlington Street East, Wigan, Lancashire
Rating: 4.89

4.9 Rating 2,832 Reviews

97 %

of reviewers recommend ToolStore UK

4.9

Based on 2,832 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	97%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5
Returns & Refunds
Returns Process	Easy

Visit Website

Phone:

03330043777

Email:

customerservices@tsukwholesale.co.uk

Location:

62 Darlington Street East,
Wigan
Lancashire
WN1 3AT

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ToolStore UK 1 star review on 16th January 2025

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“PAID £245 FOR 2 PIECE MAKITA IMPACT DRIVER AND DRILL. STILL NOT RECEIVED THESE ITEM'S AS THE DPD COURIER MISPLACED OR HAS STOLEN THE PARCEL. LONG STORY SHORT I STILL HAVE NOT RECEIVED THE ITEMS. AND CUSTOMER SERVICE IS A BIT DISTURBING AS NOT RESOLVED YET. ??????????”

Helpful Report

Posted 2 weeks ago

Hello Conrad, We are sorry to hear about the issues you’ve experienced with your order and the unfortunate situation with the courier. We completely understand how frustrating this must be, and we want to assure you that we are here to help resolve this matter. I can see our customer service team have been consistent and kept yourself in the loop at every stage. Please bear with us as we work with DPD to track your parcel, as stated in emails this can take up to 6 days. Our team have also emailed about filling out a form which will need to be sent back to DPD. As we use a third party to deliver we have to go through the correct procedure and gather all the information first. We understand your frustration int he matter, but as you can appreciate that parcel may still turn up at your property. If after the 6 days there's not a resolution, we will be able to refund the money paid. Thank you for your understanding in this matter. Warm regards, Team ToolStore UK

Posted 2 weeks ago

“Faulty tool wanting to be returned. Customer service have asked for videos instead of just accepting the return .”

Helpful Report

Posted 4 weeks ago

Good Morning, We are extremely sorry that you have received a faulty item, we understand your frustration regarding the return process. Our policy is in place to ensure efficient handling of returns, and we aim to resolve any issues quickly. In order for us to get this resolved for you as quickly and effectively as possible, we kindly ask for a video to demonstrate the fault. We do have internal teams that can look at the video of the fault and attempt to resolve the issue with trouble shooting steps or technical assistance. Receiving a video is the first step to getting this resolved for you and once received we can look to getting this resolved as soon as possible. Apologies again for any inconvenience caused. Warm regards, Toolstore UK. If there’s anything else we can assist you with, please feel free to reach out. Warm regards, Team ToolStore UK

Posted 3 weeks ago

“When I ordered this item it stated it was in stock and would be delivered in 5 days time. After the five days I phoned to find out where my order was only to be told they had no stock and were expecting an estimated delivery the following week. I am still waiting for my order with no idea when I will receive it.”

Helpful Report

Posted 1 month ago

Good Morning, We are very sorry for the delay with your order. From looking into this on our system, its appears that multiple customer were ordering this at the same time, so the system didn't have enough time for the stock feed to update and this resulted in more sold than we physically had. I can see that the new stock is due to us on the 06/06, so your order will be dispatch on this day, however, if you do need to speak with us about anything in the meantime, please get in touch on 03330 043 777

Posted 1 month ago

“Ordered Thursday for next day delivery . Parcel held at Dpd area depot Constant updates stating Your parcel as been delayed due to an unexpected issue. Unable to contact Dpd or Tool store. Lost two days work. Parcel delivered Monday afternoon. Will i use Tool Store again. Doubtful.”

Helpful Report

Posted 1 month ago

Good Morning David, Thank you for your review and once again we are sorry for any inconvenience caused by the delivery issues. As explained via live chat, we sent the goods out on the 08/05, and the delay occurred within the courier network. As much as we try to avoid any delays, once the goods leave us, there can be instances outside of our control that occur in the depots or out on the road, but we have raised this with our account manager for review. We are closed at weekends, so we picked up your message when back in the office yesterday morning, where we responded and issued a credit for the next day service you paid for. We do hope you try us again in the future, and we can show you that this is not the usual service received from us. Kind regards, ToolStore UK Customer Services

Posted 1 month ago

“Item was not there when we arrived home, not home when delivered as it was a day early”

Helpful Report

Posted 2 months ago

Good Morning Mr, Thank you for taking the time to leave your feedback, and we're sorry to hear that there were issues with your delivery. As we have not had any further correspondence from you, we are presuming that the goods have now been located using the tracking and GPS co-ordinates provided by the courier. Kind regards, ToolStore UK Customer Services

Posted 1 month ago

“you delivered my parcel to the wrong adress 300yds from me and said it was my neighbour as i was not home. we were here all day as we are a business in an industrial estate”

Helpful Report

Posted 2 months ago

“Ordered the drill on Saturday and paid extra for next day delivery and received on Tuesday afternoon when needed asap 😭😭”

Helpful Report

Posted 2 months ago

Dear Shpetim, As your order was placed on a Saturday, it does not fall under the same delivery timeframes as a standard weekday delivery. Since we are closed for business on Saturdays and Sundays, we work off the next 'working day', meaning that your order was processed on Monday when our Warehouse was in operation. This is detailed on your order confirmation and also in the expected delivery date guideline during the checkout process. We are sorry that this was not as you expected. We aim to be as transparent as possible with our timeframes and list them in multiple places on our website and on the confirmation documents that we send to our customers after checkout. With that being said, we hope that everything else with your order was good, and we hope this explains why your order arrived on Tuesday as planned. Kind regards,

Posted 2 months ago

“Sent a opened product as new then stopped replying after 1 message”

Helpful Report

Posted 2 months ago

Good Afternoon, Thank you for your review, and we genuinely apologize for the frustration you've experienced with your order. We take matters like this seriously and are committed to resolving any issues. Regarding the product you received, we aim to provide only new items to our customers. We're sorry if the item did not meet your expectations. However I can see we have replied through live chat and we sent an email to yourself on the 15th April with an explanation and photos of the product, we also offered an alternative. Your feedback is important to us, and we hope to regain your trust in the future. Kind regards, ToolStore UK Customer Services

Posted 1 month ago

“Delivery rubbish”

Helpful Report

Posted 3 months ago

Good Morning, Apologies for the delay in responding to this review. From our tracking portal, it appears your order for the Dewalt chargers was placed on 28/03 and delivered to you on 29/03. For this reason, we are wondering if you have mistaken our order with that of another company. If you have any further details to add, please respond to this review or email us at customerservices@toolstoreuk.co.uk. Kind regards, ToolStore UK Customer Services

Posted 1 month ago

“Hi the makita grinder was perfect and very good price too and fast delivery”

Helpful Report

Posted 5 months ago

Dear Mark, Thank you for your feedback! We're thrilled to hear that the Makita grinder met your expectations and that you found it at a great price with fast delivery. You may have made a slight error on your star rating after reading the great review. Your satisfaction is our priority, and we appreciate you taking the time to share your positive experience with us. Best regards, Too Store UK

Posted 5 months ago

“I was advertised a deal that was not within its valid period but this was not displayed within the advert.”

ToolStore UK 1 star review on 15th January 2025

Helpful Report

Posted 5 months ago

Dear Customer, Thank you for taking the time to leave this review - we do read all comments and we try to take any feedback on board where applicable. As discussed with our customer service department, the deal you are referring to expired on the 31st December unfortunately and your order was placed after that date. The deals validity period was printed on the deal sheet as per the images that we have already sent to you via email, and this was also only valid while stocks last. We have attached another copy of the deal sheet for your reference where this information is clearly shown within the advert. As a goodwill gesture, our team did offer to send you a free of charge SDS drill bit set to use with your machine which you declined. Our sales and customer service teams can be contacted in multiple ways such as via email, phone, live chat or Whatsapp if customers need to check anything before placing an order. We are sorry that this information may have been missed before you placed your order. Kind Regards ToolStoreUK

Posted 5 months ago

“I have already been in contact with a very polite lady called Emma regarding my purchase, however your policy of not accepting returns which have been used is very disappointing ( how would I know if a tool is not fit for purpose until it has used?)the makita duc 150 is the worst tool I have ever bought and in future I will buy in store rather than online”

Helpful Report

Posted 9 months ago

Dear Chris, Thank you for taking the time to leave this review, we do read all comments and we try to take any feedback on board where we can. Our returns policy can be found on our website and we are very transparent that we will accept returns on unwanted within 30 days, as long as the item is unused and in the original packaging. This is in line with your consumer rights regarding the same and can be found here: https://www.toolstoreuk.co.uk/returns. Customers agree to our terms and conditions when they place an order with us. In terms of faulty items, this does work slightly differently depending on the issue and a few other factors, and our customer services team have been discussing this with you via email. We are still waiting on a response from you on our latest email which was sent on Monday (16.09). In order for us to advise you correctly regarding the next steps, could you kindly reply to that email with the requested information so that we can continue to liaise with you regarding this matter. Kind Regards ToolStoreUK

Posted 9 months ago

“Unfortunately I have to say the after purchase support is extremely disappointing. I purchased a DEWALT DCMST561N Strimmer in September 2023. In May 2024 I informed both Dewalt and Toolstore that the product only worked for between 10 and 12 minutes with a 5ah battery. Despite trying this with various different batteries and also running it side by side with a friends unit (which lasted over 25 minutes) I was informed that Dewalt could find no fault. Their test concluded under no load - the senior technician has advised that your string trimmer ran for approximately 15 minutes and would have continued working. I am informed by ToolStore that as the unit was over six months old it is up to me to prove there was a fault when I purchased the item. So I am left with something that is clearly not fit for purpose, might as well have no warranty anyway and a company that offers no support as they do not test products themselves! Beware what you purchase from them as there is no support or warranty of any worth.”

Helpful Report

Posted 10 months ago

Dear Andrew, Thank you for taking the time to leave this review, we do read all comments and we try to take any feedback on board where possible. Should a customer contact us regarding a faulty item, in most cases our policy is to have the item inspected to determine the nature of the fault in the first instance. This is always done by sending the faulty tool to the relevant manufacturer as they have expertly trained technicians who will thoroughly inspect the items and they are very familiar with the products. Unfortunately in this case, despite the tool being sent to Dewalt and inspected by a senior technician, they were not able to replicate the issues that you have described and the technical team determined that the tool was running as expected. They did explain that the run time is affected by multiple factors, but the tool was ultimately working correctly. As previously discussed with you, if a manufacturer finds no fault with an item, unfortunately we have no further escalation point. As the warranty is provided by them, we have no influence over their testing procedures or what tests they deem to be appropriate for the particular fault that is reported. We are sorry that you are not satisfied with this Andrew.

Posted 9 months ago

“Mis-sell products that are not what they are.....”

Helpful Report

Posted 10 months ago

Dear Customer, Thank you for taking the time to leave this review, we do read all comments and we try to take any feedback on board where possible. All products that we sell are purchased directly from the manufacturers and therefore we are confident in both their quality and accuracy of the specifications. We understand that you have already discussed this matter with our customer services team and a resolution was offered but we have yet to hear back from you. Thank you for choosing ToolStoreUK.

Posted 10 months ago

“Feel like I've been cheated.”

Helpful Report

Posted 1 year ago

Dear Customer, Thank you for taking the time to leave this review, we do read all comments and we try to take any feedback onboard where possible. Our customer services team have tried to contact you as unfortunately we are not sure what you are referring to in this review, we have no record of any issues with your order or any previous contact from you about any issues. We would kindly request that you contact our customer services team on customerservices@tsukwholesale.co.uk or 03330 043 777 with further details so that we can have the opportunity to assist you. This review was the first we knew of any issues unfortunately, but our team are always on hand to assist our customers when needed. Kind Regards Customer Services Team

Posted 1 year ago

“The order did not arrive. I was at home all the time, but the order did not arrive, after which I received a message - it was not possible to deliver, we immediately return it to the sender. Please sort it out and send my order”

Helpful Report

Posted 1 year ago

Dear Petro, Thank you for taking the time to leave this review, we do read all comments and we take any feedback on board where possible. We have checked the tracking for this order, and DPD did attempt delivery twice but there was nobody available to accept the parcel, unfortunately. DPD requested further instructions but they never got a reply, so it is standard practice for the goods to be returned to the sender at that point. We can see that the parcel was resent and you have since received your items. Thank you again for the feedback and for shopping with ToolStoreUK.

Posted 1 year ago

“Photo showed wrong kit and I ordered it. Now I have a kit I don’t need . Please adjust your photos I wanted what’s in photo - fixing brackets not stacking brackets”

Helpful Report

Posted 1 year ago

Dear Craig, Thank you for taking the time to leave this review, we do read all comments and this was the first we knew of this issue unfortunately but our customer services team reached out to you to resolve the issue. We are sorry for the initial issue with your order, we have taken steps to make sure that the image is now correct on our website, and we have since supplied the correct items to you and collected the incorrect ones. Thank you again for shopping with ToolStoreUK.

Posted 1 year ago

“Even though I didn’t consent to marketing I am now being spammed , they have lost a customer”

Helpful Report

Posted 1 year ago

Dear Customer, Thank your for taking the time to leave this review, we do read all comments and we try to take any feedback on board where applicable. We have checked the details of your order and you checked out as a guest and didn't register for an account with us, so you should not be receiving any marketing emails from us. Is it possible that you are referring to the requests to leave a review based on your experience? This is separate from marketing emails and they are sent automatically to anybody that provides an email address when they place their order with us. I have included a copy of our privacy policy here for your reference which informs customers that we may use your information to gather feedback to help us improve our service. https://www.toolstoreuk.co.uk/information/9-privacy-policy. If you do believe you have received marketing emails from us in error, could we kindly ask that you send examples to our customer services team so that we can look into this for you? customerservices@toolstoreuk.co.uk is our email address. Kind Regards

Posted 1 year ago

“hi there i,ve tried to email yourselves and the delivery company to try to find out why i haven,t received this item but with no reply. the delivery company said it was delivered and left on a neighbours doorstep.no such parcel has been seen the delivery driver sent a pic of the doorstep but there doesn,t appear to be a parcel there. i would appreciate some correspondence regarding what can be done about this matter. regards shaun rollings.”

Helpful Report

Posted 1 year ago

Dear Shaun, Thank you for taking the time to leave this review, we do read all comments and we take any feedback on board where we can. This review was the first time we were made aware of this issue unfortunately, but our customer services team have reached out to you and we are working to resolve this matter with you at the moment. Thank you for choosing ToolStoreUK.

Posted 1 year ago

“I haven’t received my order and I haven’t received any correspondence or updates since placing an order. When I asked for a refund and to cancel the order it was ignored and dismissed. Will not be purchasing anything again from this company.”

Helpful Report

Posted 1 year ago

Dear Customer, Thank you for taking the time to leave this review. You contacted us via email on the 30th August to chase up your order and we replied to you the same day. Since then, there have been various emails back and forth with our customer services team. As explained, the item you have ordered from us is marked as a 'direct' product meaning it is shipped directly from the manufacturer, and our website does clearly explain that these items have a longer than usual lead time. We confirmed to you yesterday that your item has been shipped and will arrive in the next 1-2 working days. We would never ignore any communications from a customer and we can see that all of your emails received a reply from us within our opening hours, so we are confused about your comments saying you haven't received any correspondence from us, unfortunately. A member of our team has tried to call you this afternoon and we will also follow up on an email.

Posted 1 year ago

ToolStore UK is rated 4.9 based on 2,832 reviews