Toolshack Reviews 42

Nearly put off by negative reviews but received my order complete and promptly. Very satisfied. Thank you Toolshack

Very professional service and excellent quality products

Painless, but a dispatch email, and tracking no. would be great

Good service

No complaints. The ordered tools were despatched promptly, and were exactly as described.

Purchase of Extra Long Hexagon Key. Swift dispatch and prompt receipt. Well packaged and decent quality tool.

Happy purchaser

Brought a hex 3/8 1/2” socket and it snapped the 3rd time I used it, not tried to get a refund yet but says it guaranteed for life so will see if that is true soon.

Great service, quality products at competitive prices

a very good company to deal used them for many years now with very helpful staff

What can I say, I have ordered numerous Teng tool items with Toolshack where the service is ok, but the latest order I placed in February (100009210: TEX1238) has still to be received in full.
Even though the website said the items were in stock (in addition to being told this over the phone) it transpired that I received an e-mail stating that it would be approximately 4-6 weeks before I could get it because they were, to quote, "waiting on an order from Taiwan". So how is there such a disconnect, if the item is not stocked say so??
In this instance I gave the benefit of the doubt and waited, but to be fare, I was given the option of receiving part of the order with the remainder being sent when it arrived. I accepted this offer because I am thinking that Toolshack are trying to be accommodating and proactive which is great.

Part of the order duly arrived meaning that all I now required was the case to hold the items. Its at this bit it gets comical, no pathetic is more the word to use.

Phone call 1 (me to Toolshack): I'm told "The remainder of my order has arrived in the warehouse and will be sent out". A date was given so Great!!

Phone call 2 (me to Toolshack again): Me: My order has not arrived when you said it would. Where is it?
Toolshack: "Rather than being sent out on the Monday it was sent out on the Tuesday. You should receive it Thursday".

Phone call 3(me to Toolshack, again): Not received my order. Quote, "well it was sent out and you should receive it next Tuesday/Wednesday".

Phone call 4(me to Toolshack yet again): Not received my order. Admittedly it was nearing finishing time when I phoned so was asked, to quote, " if I can phone you back in the morning". "No problem" I replied.

Phone call 5(yes you've guessed it, me to Toolshack): Me:Not received your call.
Toolshack: "Oh we contacted you by e-mail".
Me: "Ok but you said you would phone??"
Me: Check e-mail, no e-mail because sent to the wrong address!! (By the way I have still not received it)
Toolshack: Quote, "Sorry about this but we sent your item out to someone else and we don't know who it was"!!!!! Can you wait another week. If you can wait another week we will throw in a free Teng mug!!!" was the reply.
You've guessed it, over a week has passed and I have still not heard a word despite me sending several e-mails.
Toolshack,
I ask you, is this an acceptable way to treat customers? Would it be acceptable for you to be treated this way?

Would be grateful if somebody from Toolshack has the decency to phone me to discuss because I cant wait to hear what excuse I will get.

For all you prospective customers and existing customers out there I would urge you to look elsewhere before you order with this company.

Disappointing. First time I’ve used this company and probably the last. Sent them a small order to test them out for my business and they were terrible. Ordered two identical hand tools, so a nice ‘easy order’ you would think, but I asked for them to be sent to my preferred delivery address (as I work mobile and rarely in the house).
So...only one tool arrived, to the wrong address, which meant I had to waste my valuable time dealing with the even more dreadful P.O. Delivery Office.
Called up Toolshack to make them aware of their errors, second chance to put it right...yes, they did send the missing tool, BUT UNBELIEVABLY sent it to the WRONG address again!! So once again, I had the even worse, longer P.O. experience to do all over again!!
Completely offsetting the whole convenience of ONLINE shopping, I may as well have went to shop and bought the items.... so I very much doubt I will be using these idiots for any future business I need.

Ordered with them, payed through PayPal. Never got an order confirmation. Never got an answer on my emails. PayPal never got a reply from them when they escalated the case. PayPal never got a reply even when they froze their account (with my money on it).

End-result: Ordered never got fulfilled, PayPal cancelled the transaction and I was out of a considerable amount of money for 3-ish weeks until PayPal returned it to me.

One of the worst shopping experiences I have.

Ordered some timing belt tools. Have waited over a week for delivery, and the order shows "completed" on their website - what does this mean?. No response to emails (2 sent), and no answer to their phone number on Saturday morning before Christmas week - you'd think someone would be there as the website states they have unprecedented orders! AVOID........I await a response from someone but am not hopeful.
UPDATE: received order after 1 week but still not received any communication or follow up. to my request for update on delivery timescale.

I have now placed several orders with Toolshack. On a couple of occasions stock has not been available, however each time clear communication explained the situation and offered a refund, substitution or wait for the stock to arrive. Recently I placed an order for a top chest, within a couple of hours I was contacted and offered an ex display model at a huge discount. I am very happy with the speed and quality of service and their experience of dealing with export orders. Based on my experiences, i would recommend Toolshack to anyone.

2 Stars only for delay and not responding to e-mails.
After waiting 12 working days and three unanswered e-mails I phoned Toolshack to find out what had happened to my order. The person I spoke to said that he’d check with the dispatch dept and call me back in 15 minutes. As expected, he didn’t but I checked my order status on-line and it had changed from ‘processed’ to ‘shipped’. Being sceptical, imagine my surprise when my order was delivered at about 8:15 the following morning, so well done Jonathan for sorting it out!
Despite the positive outcome I won't be using this supplier again!

Only criticism is that it's maybe not clear that the prices don't include VAT.

TOOLSHACK is my local tool supplier, I've been using them for all my tools, screws, nuts, bolts and whatever else I need for nearly 20 years. They have more than looked after me over the years, I avoid going anywhere else unless I have an urgent job and can't get what I need, which isn't very often. 5 stars for years of great service.

got what i wanted in time no issues perfectly packaged and great service. would recommend to all and will be using these guys again.

It's often more telling how good a company is when something goes wrong and how they respond. There was a slight hiccup with my order, nothing major just a simple admin error - the response was very good, prompt, acknowledged the mistake, polite and very quickly rectified the situation. Very happy with the turnaround.