Review Time
Needed an item quickly, local Screwfix (Hinckley) had it on their website as available next day from store, I purchased this, then received an email telling me it wouldn’t be available next day but later in the week which was useless to me.
Cancelled immediately, cancellation was confirmed with a three to five working day estimate on refund, this is annoying as they expect payment for goods prior to handover but it’s acceptable to make you wait for your money back.
Waited my five working days (gave them seven in total) still no refund, conatacted them, they apologised said they didn’t know why it had taken so long but I’d get it in three to five days….
The obvious happened, still no refund, apologies, blah, blah, processed now will take three to five days….
Well I suppose we’ll see, their complaints procedure is like pulling teeth, lots of “sorry” not much of anything else, waste of time, my account will be being closed as there’s no shortage of other companies willing to sell similar items, I wouldn’t part with a penny unless you physically see and receive the item first, as once they have your money they aren’t keen to hand it back.
I had an account with the company, and the app kept notifying me about available rewards. However, when I checked the rewards section in the app, it was empty. I contacted customer service and explained the problem, but they only suggested uninstalling and reinstalling the app, which didn't help. I was informed that I could call and have the rewards emailed to me. As a result, I've decided to delete my account and will choose to shop with other merchants. Disappointing experience after being a loyal customer for over six years.
I attempted to take advantage of an offer on a website, and within 30 seconds of retrieving my credit card, I noticed an additional £35 charge. Typically, offers indicate their end time, but when I reached out for clarification, I was informed that prices can change at any moment. This is very poor marketing. I have a business account with them, but I am now considering closing it. I advise others to do the same; customer service offered no solutions. The price increased within minutes, and I will not be returning. Most businesses clearly communicate when offers end, but this one does not.
I believe I've encountered the worst website possible. After spending 30 minutes adding 10 items to my basket, I was informed that my basket was empty. I wasted my time, and I won’t be spending any money here. Extremely disappointing customer experience.
I received outstanding assistance from the local hardware store. I apologize for not catching the assistant's name, but she was fantastic—searched for items on my behalf and even opened them to confirm they would be compatible (it was a solution to get someone's boiler functioning on a chilly day). It couldn't have been improved in any way.
Absolultely diaobolical level of service using screwfix.com for an order to home. I would NEVER order anything from them for home delivery again. Ordered 4 external lights on December 1st. At the time of writing on December 10th they have still not arrived. Getting hold of Screwfix is a nightmare. You log a message on their What's App service with a "bot" and an hour or so later someone responds. If you are not sat staring at your phone when they respond, you will have to wait hours for a response to your response. It's a joke! So, on Monday 8th December I chased my order that had been a week. When eventually getting to communicate with a human they promised me the delivery would arrive today. It didn't. On Tuesday 9th December, I chased it and they apologised (after spending ages getting connected to a human again) saying the driver ran out of time and it would be delivered today. It wasn't. On the evening of Tuesday 9th, I explained if it wasn't delivered by end of play on Wednesday 10th, they could cancel the order and refund me. On Wednesday 10th they told me it was coming today. I then received a tracking email from FedEx saying the delivery had to be signed for. Had it been delivered on 8th or 9th someone would have been there to sign for it. On 10th, there wasn't ! However, at 8:20 am the FedEx tracker said it was out for delivery (again) and by 2:52pm it was back at the depot. They hadn't been anywhere near my house again. It's a complete joke and I accept this might be more about FedEx than Screwfix, but Screwfix's customer service is laughable and they ought to choose DPD rather than FedEx if they want something delivering.
Note - the email address Screwfix provided in their response below is invalid, so I wasted 15 minutes emailing my complaint as well !!
The local branch of this large chain is consistently helpful, knowledgeable, and professional, providing excellent customer service. They offer a wide variety of products suitable for professionals, beginners, or general home DIY projects. There are always great deals available on various items, along with options for click & collect, online shopping, and delivery, accepting all payment methods. My orders have always arrived without issues, and the quality of the products, whether brand names or generic, has never disappointed.
I opted for next day delivery on a Wednesday, but my order didn’t arrive until four days later, which was incredibly disappointing. After discovering that my package was stuck at a depot over 50 miles away, I contacted customer service the next day. They were helpful and refunded the delivery charge without hassle, but the delay caused significant inconvenience as I had work planned. From what I’ve read, issues with this delivery service have been ongoing for years, and it seems little has changed by 2025. It might be wise for the company to consider a different courier. While I may shop in-store again, I won’t rely on their so-called 'Next Day Delivery' in the future.
I frequently shop with the company and usually have a good experience, but it’s frustrating to see promotions like a free beanie hat. I followed the instructions from the app and spent enough to qualify. When I mentioned the code to the duty manager, he told me I had to select the hat online and enter the code after my purchase. While he suggested I could cancel my order and redo it, it just felt like too much hassle. In the past, they would simply provide the item if you met the spending requirement. I believe others share this frustration. Additionally, the coin flipping feature on the app seems to work against me, as I always lose. Thankfully, there’s a nearby alternative, and I might start giving them my business instead.
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