Dewalt Reviews 

I’ve had my DeWalt combi drill repaired twice, primarily down to me using it too hard drilling through joists all day, it definitely didnt have enough power to be doing that job. Contacted dewalt and they collected it and returned it fixed 2 days after. They did that twice. Great communication and no problems asked as I registered it straight away.
Bought a more powerful drill for the job which has had no problems. Will never use any other power tool brand.

Disappointed with Dewalt’s Aftercare Experience

I've previously had good experiences with Dewalt’s aftercare, but unfortunately, things have clearly changed. The recent introduction of AI-driven systems and a poorly designed warranty process on their website made the whole experience frustrating.

It took seven weeks to resolve the issue involving Dewalt and a third-party service provider. While the repair was eventually covered under warranty—without dispute, to be fair—I still had to pay for postage.

It's disappointing to see a brand known for reliability make poor decisions in its aftercare process. Cost-cutting measures might save money in the short term, but they risk damaging the brand's reputation in the long run.

Sadly, yet another company that fails to look after its customers. I purchased their most expensive drill. It is a very good drill, but the clutch has since started to malfunction after thirteen months. When I purchased the drill, it stated quite clearly in big letters on the advertised listing 'Three year warranty'. BUT in the small print, you have to apply for the warranty. I was not made aware of this at the time of purchase. Having contacted DeWalt, they more or less told me it is not under warranty anymore. Well, I will not be buying anything from that company anymore.

Summary
I bought a DeWalt trimmer from SGS Engineering, but it arrived faulty. Over the past year, the product has been repeatedly collected and serviced, yet the issue persists. The process involves excessive paperwork and multiple stakeholders who keep passing me around. My refund request was rejected.

The story

I purchased a DeWalt trimmer from SGS Engineering on 10 May 2024.
From the start, the trimmer kept stopping and starting intermittently. I contacted SGS, and they requested a video showing the issue. After I provided it, they collected the trimmer for servicing. Eventually, it was returned to me without any explanation of what the problem was or what had been fixed. I ended up using my old trimmer for the summer of 2024.
In summer 2025, I tried using the DeWalt trimmer again. It had the same issue. Since the product comes with a 3-year warranty, I contacted SGS again. This time, they redirected me to Stanley Black & Decker. I wasn’t familiar with this company or their role in the process. Stanley Black & Decker then sent me back to SGS. After some back-and-forth, SGS finally redirected me to DeWalt.
DeWalt requested a number of documents, including an invoice. I shared the original SGS invoice, but DeWalt rejected it because it lacked a product description. Apparently, SGS’s invoices do not meet DeWalt’s standards. I had to contact SGS again to resolve this, and they eventually provided a more detailed document. After printing all required documents, I packaged the trimmer again for another service.

At this point, a company called Lyka became involved—the fourth company I had to deal with throughout this frustrating process. They collected the trimmer on 16 May 2025. A few days later, it was returned again, supposedly fixed, but without any explanation of what the issue was or what was done.

I contacted all four companies involved (SGS, Stanley Black & Decker, DeWalt, and Lyka) to ask the same simple question: What was the issue, and what was fixed? I received no clear answer. Instead, they started the process all over again as if it were the first time. At this point, I began to suspect this might be a strategy to wear customers down and hope they give up.

Then a representative named Martha from DeWalt contacted me and said the trimmer would be escalated to a senior mechanic. I asked her again, “What was the issue, and what was fixed?” She checked the records but couldn’t find any information. She then asked me to make yet another video. I complied, and once again received a UPS collection notice with the same bureaucratic demands: print the edited invoice, photocopy the warranty, and fill out the service form.

I contacted them and explained that I had had enough of this endless bureaucracy and requested a refund. Here’s the loop I was caught in:
SGS: Speak to Stanley Black & Decker

Stanley Black & Decker: Speak to DeWalt

DeWalt & Lyka: We only repair (though clearly not effectively), contact the retailer (SGS) for a refund

Throughout this entire process, I kept receiving “How was our service?” feedback emails. Even the link in the email is broken.

I was a lifelong fan of Dewalt but after my drill broke less than a year after purchase, I had to use pilers to remove the drill bit from the chuck. Dewalt then refused to replace the plastic around the chuck. The plastic part was probably worth £10 and they couldn't even be bothered. I will never purchase Dewalt products again. Ive had better service at a charity shop with second hand items.

I have just returned from a trade show (Birmingham NEC) where Dewalt had a stand. I went to see them about an issue I had experienced with 3 x XR batteries and the poor customer support that I had received in getting them replaced, this experience had made me start to transition to another manufacturer. The staff member asked if it was ‘red or blue’ I replied “red” and she said “good bye, see ya”. I initially took it as a little tongue in cheek…… however, I had a friend with me who mentioned that he was ‘blue’ when it came to power tools… to which she replied “bye, off you go” (or words to that effect), my friend simply walked away due to her poor attitude towards people who used a competitors tools. Rather than acknowledging that other tool manufacturers exist and then try to compared the other brands with Dewalt and explain the pros and cons, she simply dismissed the other manufacturers outright, and then went on to try and sell me more batteries!!!

Very poor customer service and not someone that Dewalt should have representing their brand at a show which should be used to garner more customers.

I will never return to Dewalt after my poor customer support and the attitude of this ‘staff’ member

I came to Trustpilot to compare another electric gardening tools company’s rating against DeWalt’s, as I was considering which direction to go. I’ve always used DeWalt, but a recent recommendation prompted me to explore other options.

I was genuinely surprised to see DeWalt’s score so low. I manage a team of engineers who are exclusively equipped with DeWalt power tools, and over the past eight years, I can only recall one tool ever breaking.

I also rely on DeWalt tools for all my DIY projects at home. I’m not particularly gentle with them—they get put through their paces—but despite that, I’ve never experienced a fault with any of the tools or batteries.

I suspect the low score may be due to the “silent majority” of satisfied users who are simply getting on with their work and not leaving reviews.

54v batteries
I have had 2 of them stop working after 9-12 months.
Now decided to change to a new brand.

Disappointed by After-Sales Support for a Premium Product

I’ve been a long-standing user of DEWALT tools and chose them expecting professional-grade reliability and support. Unfortunately, I’ve been left disappointed.

A minor spring failed on a high-value tool just outside its warranty period. Despite the part being small, inexpensive, and easy to post, DEWALT declined to supply it—even when I offered to pay for it. Instead, I was told to go searching for the part myself.

I invested in DEWALT products believing the premium price came with premium after-sales service. In this case, that support felt dismissive and unhelpful. This experience has forced me to reconsider my loyalty, and I will be looking at alternative brands going forward.

Support matters just as much as product quality—especially when you rely on these tools for professional use.

David R.

Bought from Toolstation, broke on first use, thought it might have been my fault, so stupidly bought another, broke again first use. I expect better quality from Dewalt, will buy from a different manufacturer for future tool purchases. Checked reviews on Toolstation website and I am not the only one disappointed with this product, it appears Dewalt are aware of the poor quality of this product but continue selling it.

Awful service.

I purchased a new pair of boots at a cost of £99. From the box, they had discolouration on the left hand boot. It took me around a month to notice as I hadn't opened them until required. Upon reaching out in April, then again twice in May, it took a month for a reply. Reply stated I was required to send them back to be inspected, however if they could find no fault, I'd be charged return postage. This leaves me without boots for the duration. I've had 10+ pairs of boots and sunk 1000's of £ into the brands tools over the years to feel mugged off taking a month to reply. I've lost faith in the brand and will be going to another, better reviewed one. Boots are going in the bin. This could all have been solved upon receipt of the obvious flaws i photographed and attached to my inital query.

mitre saw has had problems from new and i finally decided to do something about it under dewalts 3 year warranty - i wish i had not bothered

2 faults - a part was damaged out of the box but not important so left it - blade burn when mitre cutting - had done from new and was getting worse so raised a warranty repair - both problems stated to CS

5 days after collection saw returned - neither fault had been addressed - a part of the saw was damaged by the repair centre and due to bad packing saw was further damaged - so now had 4 faults - they arranged for saw to be sent back - this time it took about 3 weeks to be returned to me not the 3 to 5 days they say

of the [now] 4 faults 3 had been resolved - the saw still burnt on a mitre cut and kerf plate under the blade was now broken - packing was better so no other damage

many emails later they refuse to replace the kerf plate that they broke and will not send a new blade but - wait for it - i can send the saw back a 3rd time for them to look at the blade and kerf plate - pardon me - you have had it back twice to look at the blade and a photo shows the kerf plate is clearly broken

so its going nowhere

thats it - both parts are user changeable so why do i need to send it back again - so you can break something else

theres 2 things at play here - the CS dept is in Slough and are [imo] next to useless or seem so - the repair dept is in Spennymoor and are totally useless - again they seem so or maybe they just dont talk to each other - the only meaningful help i have had is from their 1st line CS office in the US but they are a post office who pass on warranty repairs to whatever part of the world the item is in [i think] - the are polite - apologetic but tied - which is a pity as that part of CS works but is [somewhat] toothless

so - DeWalt - good products - not cheap and great until you get a problem - if that happens - god help you - because DeWalt wont

i have thousands of pounds worth of DeWalt products and they know i am looking for more - does that matter - not a jot - no movement to help me and no suggestion they might be wrong and offer any form of compensation for their terrible service

1 star is as low as it get - on their UK CS its [maybe] one too many on this experience

I purchased a combi drill under a year ago and it's developed a fault. After being messed around by the retailer for two months I was told to contact DeWalt directly, so I tried calling today and not only did nobody answer the phone but the system took me straight through to the "feedback" survey. Not sure how satisfied anyone would be when nobody answers the phone. Given this has been ongoing for months I can't express how poorly I look at DeWalt now.

1 year and 5 days ago I bought a leaf blower from dewalt. The battery only lasted less than a year. Had I known this, yes, I would have contacted Dewalt sooner but to have a battery last so short of a time! Batteries are not cheap to begin with and the warranty period is too short.

My hedge trimmer broke whilst under warranty I contacted dewalt and after a few problems with the collection for repair I received it back within 5 days, I would like to thank Ayesha who was brill, she kept me informed of the collection days WELL DONE dewalt you did keep to the warranty.

Bought set of 3 garden tools with lifetime warranty should not have wasted my £13.99. Contacted them to be told have to send them back to be checked (had them a couple of weeks and tool broke think thats down to them) appears I have to pay postage so another £5+ added to the cost. Like many I expect wondering if worth possibly losing more money.
Useless tools and return postage should be paid by DeWalt.
Cannot return to store as not local only bought as thought good make but appears not any more!

Dont buy the T-stack tool box with the wheels and piull up handle as the handle has a thin plastic bracket which snaps and you can no longer pull it along, very poor design and dewalt wont do anything to help...and its under a year old.

Bought a new 5ah Powerstack battery with a supposed warranty of three years yet when I came to try to claim against the warranty after the battery packed in after less than two years the customer service department were useless. They lied and weaselled their way out of honouring the warranty.

I got a whole lot of DEWALT gear, at least 10 items,and I highly recommend and love em all! But 1 thing I advise from the bottom of my heart is DON'T buy the 1st fix guns!!!!!!
Absolutely rubbish, miss fire and jam all the time, I'm astonished they are on the shelfs, DO NOT BUY THE 1ST FIX NAILGUNS!!

I reached out to DeWalt RE a faulty DC709 combi drill and they asked for the certificate - when I logged in to get it, it all fell apart - my account had been 'parked', or 'deactivated' as they put it, and for no good reason.

I proved that it was in there, and that it now wasn't, and they took the issue to their IT Department to investigate "if there is a dormant or orphaned account with my details" (this is 29 Nov 2024) and I jumped through every hoop they asked of me.

Now it's four months later and they've just taken to ignoring my emails and requests for support - they literally just don't respond, despite me emailing in November, 5th and 30th December, 10th Jan, 17th March and again today.

For shame to the big company who is more than willing to just outright ignore the little guy.