OriginalFactoryShop Reviews 108

We had to return a airfryer/microwave bought in Lancaster. Our nearest store was Heswall. The manager was very helpful and had to look up our receipt based on credit card statement to ensure we were given correct refund. Just such a straightforward process that I'm not sure would have been so easy elsewhere

'Garden Love Seat' - imagine my upset to see that this £120 seat which I recently got for £80 is now on sale at £64 because it isn't worth that lowest price for the pain of assembly! Poor tools (an alan key that stuggles to fit the bolts) and holes that DO NOT line up. I should know better having bought a few inexpensive self-asembly items of late from a variety of sources and the consistent fights to put together. Mine now 'works', but the final bolt has been forced it at a dangerous angle waiting to sheer. Took three days! That's with long breaks to calm down...

Shopped in the store in Congleton ,well laid out and presented,making things easier to find .Staff very helpful .

Took ages for the item to arrive. Was too small so I then had to wait again to get a return approved and form sent. Returned item in perfect condition and weeks later I STILL haven't had a refund (£65). Ilhave emailed customer services to be told refund would be with me shortly and its not, have been on fb chat and not much help. DON'T BOTHER ORDERING FROM HERE, NOT WORTH THE HASSLE!

Just been in , Dereham , yes they had some great shoes but mostly 4 or 4.5 , what about even a normal size 6 , never mind bigger , has another outlet got all the bigger sizes ? And no Easter balloons or deco nothing , some chocolate that’s it , sad it seems this outlet in Dereham is totally forgotten

My car broke down in their car park. I contacted RAC who said 4 hour wait. Factory shop would not let me use their loo as 'it's in a staff area'. They could have escorted me there. But no, so now I'm expecting to get a UTI. Thanks for your help. Not. Lost me as a customer for good.

Buyers beware
I ordered a pair of blue Adidas mens trainer’s size 8.5 received black size 12
Tried contacting them directly and also through there website but they did not reply they did send a return’s label but no apologies and more to the point NO REFUND I am now going to try to recover the money from my credit card company I would not use this company again

I visit the Factory shop in Minehead Somerset when I go to my holiday home, it is a quality outlet for designer wear and homeware, every time I visit, around 6 times a year, I buy quite a bit of designer clothing and other bits for my retreat.

I bought some Sketchers for xmas for my wife, but left them behind, I went back after xmas to see if they had been kept aside as I had proof of purchase, unfortunately they were nowhere to be found.

I was helped ny Vicky, one of the managers there, she said to leave it with her and she would look at CCTV to seeif she could see the transaction, unfortunately, the recording had elapsed the previous day, however, she very kindly gave me a voucher to redeem against a new pair, which she did not need to do.

I bought my wife another pair with the voucher and had chnge to buy my wife a new outfit with, this is a very kind act and all the years I have shopped, I have never encountered customer service like I had from Vicky, and cannot thank her enough for her personal involvement and the abilit to know that this was a genuine mistake I made as I have a memory issue and just forgot to take them.

I will definately be buying again as there quality here and something for everyone at an affordable cost.

Thanks Vicky, youy are a star and your company hopefully recognise you as an asset.

A pack of 5 socks bought in Congleton store. Tried one on at home and the seam very uncomfortable. Called back the following day with my receipt to get my money back but was refused a refund as "Item classed as 'underwear' and therefore non-returnable." For the sake of a £7 refund I will not use this company again - one I've bought from several times previously.

Saw an item on their website that was in stock at Stranraer tofs, £59. I double checked the price on the fixture and noticed a similar product also for £59. I came out and thought it over whilst doing some other shopping. I went back 20 mins later and chose the one I wanted, again double checking the price. Sales person rang it up on the till and said £89.99. I pointed out that it was £59 and was told in a very rude way that it couldn't be and would never be that price. She said someone must have put the item in the wrong place. I pointed out that there was a similar item for the same price right beside each other. She grabbed the item, her face like thunder and strode off. A lady behind me commented on how rude the sales person was. At this point I decided to leave the shop. Checked the price on my phone outside the shop and it definately stated that the item was £59. I couldn't be bothered to go back in and show her. Went home and ordered the exact same item from a different company online. Their loss, not mine as I wont be shopping in there again if she is ever on the till. Someone so rude with an attitude like that should not be working with the public.

The coffe machine, blender, condenser, plate drainer and tub for sink, clothes all broke and ruined in one month!! Highly avoid this place

The staff in the Bangor (North Wales) store are brilliant. So engaging, kind and helpful. I have a hidden disability and have never had to explain myself whilst shopping there which means I leave smiling, and obviously that makes me want to go back. Thank you all.

I wrote a review the other day about the slow despatch time. I have now received my order 1 week and 1 day. Trainers are spot on shame about the delivery times otherwise would of been 5 star.

Absolute ignorant staff, rather hide behind an empty till than assist customers. Walked out. Kirkham store.

Staff were so helpful ,kind ,and polite .lady who served me at till jackie from northallerton was brilliant .even stayed past her finish time to help me .what a lovely lady ,cant praise her enough.

what a miserable online experience, and sums up the vibe in the stores.

Bought a mini vacuum, that squeals like a pig on a spit, and because they have told me it fits within the limit for decibels, disregarding the fact that the noise is of such a awful frequency it impacts my tinnitus, they have rejected my return.

The distance selling act seems not to apply to TOFS

Definitely one of the less reliable outlets to buy electrical products from. On the basis of this experience, Its Amazon everytime now. It's just not worth the agro dealing with folk who have no interest to have happy customers, or resolve issues.

Fortunately I paid with credit card, and will resort to resolving via that method, unless TOFS resolve, and I will update this review.

Went to Bishops Cleeve store and was served by Tracey. Shop is well presented and staff very friendly and knowledgeable. Tracey explained the Tofs club and how to download the app. I was very pleased with my purchases and will go back to take advantage of the app offers!

Visited the nailsea store today as looking for a balloon. A member of staff I didn't watched their name with long brown hair noticed that i was walking around the shop with a balloon In my hand. They appro had me and asked me if I would like it inflated while I shop. I went to the till and this had already been rung in for me. Super efficient staff from.both staff members. Fantastic customer service. Thank you. Please pass on my thanks!!.

Should be a minus star really . I went to the Tenterden store on the 12th June 2024. The shop was OK. The girl who served me ..Isabella, was lovely, but the woman in charge , or supposed to be was clearly slagging off someone who had phoned in sick that day ... she spent ages moaning about her, very loudly, while she was standing around doing nothing herself. The poor guy, who also was supposed to be working there looked embarrassed by her.
I was in the shop a long time and a good 90% of that time she stood around literally running down this person who was off sick. If it was the manager, she had no badge, looked really out of place, in a zebra print blouse and her odd hair. The only time she looked at me at all, was when I asked for a receipt!
I hate this sort of behaviour, it's not something you want to hear while you shop. I felt sorry for the other staff there. If you need to have a rant, do it in private.
But broadcasting someone's health issues is a definite no! Anywhere.
I've read other reviews about rude customer service, maybe they should be more selective, or possibly train their managers !

Looking for something in particular today and Gina helped me and saved me time. She also showed me how to use my TOFS app in the shop. Brilliant. Really friendly, helpful and great customer service. Thank you, Gina