I wanted to share some feedback on my recent experience with Toolden, in case it's helpful for you or others thinking of using them. I ordered a router and guide rail kit for my husband’s birthday (23rd February) on 17th February, hoping everything would arrive in good time. The deliveries ended up arriving separately on the 23rd and 24th of February, which was a bit inconvenient, but that wasn’t the main issue.
Unfortunately, I made a mistake and ordered a 110v router when what was needed was a 240v version. I reached out to Toolden as soon as I realised, and while they responded fairly quickly, it seemed to be a standard reply directing me to arrange and pay for the return postage myself. I went ahead and did that, and DPD confirmed the return was received by Toolden on 27th February.
Wanting to move things along so I could order the correct router, I contacted Toolden’s customer service team to ask when I could expect a refund. To my surprise, I was told I should allow 7 working days from the date the return was received at their warehouse just to get an update from the returns team, and then potentially a further 14 working days for the refund to be processed and returned to my account. In this day and age, that seems like a particularly outdated and sluggish returns process—especially when there are companies offering next day delivery and much more efficient returns.
Today is 11th March, and I still haven’t had any response from Toolden about my refund. Based on this experience, I have to say I’m disappointed and would give only one star for their service—unfortunately, I’d recommend avoiding this company if possible. My husband is still waiting for his birthday present, and I’m not sure when this will be resolved.
I hope this helps others make an informed decision.
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