Ordered some parts from Toolstation and paid for next day delivery — and it’s been an absolute mess from start to finish.
I was told the order had been delivered when it hadn’t. Contacted support via chat and got nowhere, so I had to chase again via email just to get a response. Eventually told it was still out for delivery… but it didn’t arrive the next day either.
When I asked what my options were (as I needed the parts urgently), I was told the only solution was to order it again — so I did. This meant I ended up paying twice, and the second order was more expensive.
That second order arrived, but now I’m stuck:
Paid for two orders
Only received one
Still waiting on refunds
Being told conflicting information
To make it worse, one advisor just ended the chat because they “ran out of ideas,” and another couldn’t help at all. Then hours later I get a courier update saying the original order hadn’t been delivered and was being returned — something support should have told me straight away.
So after all that:
I had to do all the chasing
Communication was poor throughout
I’ve ended up out of pocket
I won’t be using their online delivery service again. Customer support was genuinely one of the worst experiences I’ve had.
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Order by 9pm Monday – Saturday for free next business day delivery on orders over £25. Or Click & Collect from one of our 500+ branches from 5 mins later. Check branch stock availability at Toolstation.com, complete checkout, select customer collection and collect from your chosen branch from 5 mins later.
