Screwfix Reviews 266

Excellent service from ScrewFix.
Our order of a large bathroom fitting was rather hampered by part of the item being incorrectly manufactured.
ScrewFix quickly and efficiently resolved the issue sending a replacement part within a couple of days.
Customer Services most helpful and polite with no quibble at all regarding the replacement.
Well Done ScrewFix 👍🏼

AYR BRANCH, the stock holding is great and prices are fab, but the standard of customer service by the staff in this branch leave a lot to be desired, they try everything to stop you buying in store and continually ask you to buy online, on the app while your in the branch!!! I don’t know what training they are given but this team of people need customer relation skills updated pronto.

Purchased a radiator from th Bingham branch (only branch with the size I thought I wanted). When opened found it was damaged. Returned to the Grantham store. Assistant apologetic for the problem and arranged a refund straight away. Always had good service from Screwfix whether purchasing or returning unwanted stuff.

Bought from Screwfix an electric fire. Was on 14 days delivery.
Delivery was 15 days, the extra day, why ordered at weekend and weekends excluded!
Day before delivery, got email saying delivery next day, and one hour slot would be given!!!
Stayed in till slot time arrived 12.19 and stated 1830.
Thus stayed in all am. Not happy!!
And then it came minus fixings, still awaiting delivery!!
Ordered from Screwfix who sub contracted order to Dimplex.
Summary only buy from Screwfix Direct at sore.

Sad that Screwfix are using DPD whose drivers leave batches of parcels at Pick-UP shops to save having to deliver them to the relative addresses. When people have been told a delivery is coming at a specific time then informed they are not in or missed ( which is usually hogwash) they have a right to feel miffed.Plus the fact that the job is delayed awaiting delivery or pick -Up.

Rang the 24hr helpline and its now 12hrs later and my promised call back this afternoon from a manager hasn't happened!
I visited a store to collect some goods earlier today. In the 5-10 minutes I was in store, a member of staff was coughing constantly and I do not mean just an occasional cough. I saw 4 members of staff during my time in store and no one was wearing a mask, (which if you're not repeatedly coughing to my mind is fair enough). I told the store staff member who was permanently coughing that I found it very disconcerting that she was doing this and not wearing a mask.
I live with a transplant patient, who is very likely to be hospitalised with an uncertain outcome should they contract the virus.
In my opinion during a global pandemic, a staff member who is so unwell that they are constantly coughing would be on sick leave, or to protect co workers and the public if they are working be wearing a face covering, and / or be on reduced duties ie not frontline to reduce the amount of people they are coming into contact with when clearly they are unwell.
Further disconcerted to hear an elderly 80 + gentleman had just rang the Screwfix call centre with a similar complaint, of staff coughing without wearing masks whilst Screwfix were displaying signage of the importance of face coverings etc.

A word of caution to anyone ordering a product from Screwfix that they do not stock and have shipped directly from a 3rd party.
I ordered a electric towel rail which I was told would be delivered in 2 days. Received an email confirmation and then later a tracking email for parcel force 48. On the due day of delivery, after 3 telephone calls and talking directly with parcel force I was informed that the parcel had been lost as the label had become detached. I immediately contacted Screwfix customer support and was told that a refund would be made immediately, the operator having checked with the 3rd party supplier. 1 week later and no refund, I made my second call to customer service. On this call I was informed that a refund could not be made as they (screwfix) were awaiting a credit note from their supplier. I politely pointed out that my contract was with screwfix, who had taken payment from my credit card and not any 3rd party supplier, any credit note was an internal issue and not mine. As this was a Saturday I was promised faithfully a call on Monday to inform me of the refund. No call was received on the Monday so on Tuesday I called again, once again waiting a not insignificant time on hold. I once again related the whole story and this time after the customer support operator spoke to their manager, I was told the refund would be made "within 2 hours".
Having not received the refund I called again on the Wednesday, went through the whole process again, this time asking to speak to a manager to make a formal complaint, who surprisingly was unavailable. I requested a call back from said manager and was promised someone would definitely call me regarding my complaint. No one has called. I did however eventually get the refund 2 weeks after placing the order. I will not place another order for any product that is not directly stocked by Screwfix. Their customer service team, or at least the ones I spoke to , do not do as they promise.
i spent a significant amount of time on the telephone sorting out something that should not have been an issue.................

excellent stock and service - most products are in stock and can be purchased in store - easy to order online if not in stock - a text message is sent when your item is ready to pick up

On Synday 21st of August 2021, around 12:42, I went to the Screwfix store at Kensigton High Street, London to return an item I had purchased online.
The cashier girl who served me, she pulled a face when I told her I wanted to make a return, making me feel that she was not happy that she had to do a return.
When she saw that it was an online purchase she said that she had to speak to her manager as online purchases have to be returned via post. I showed her the Screwfix invoice which clearly stated againt HOW TO MAKE A RETURN "The quickest way to return an item is at a store". There was no mention of an alternative process if this item was bought online or via paypal. She didnt even look at the invoice and the note about returns and said that she needs to check with her manager as her manager has told her to always check with her, when it is an online return. 10 minutes later she comes out with her manager and her manager turns to me and says "I am going to make an exception and process the return but for future reference they need to be returned via post". I REPEATED what the invoice instructions said. Her manager didn't bother looking at the invoice instructions (as the cashier girl hadn't done either earlier) and repeated "I am doing an exception", making it clear to me, that she did not process anything of what I said. Her attitude was superior and undermining.

This is poor customer service, as she made me feel like it was my mistake, rather than read the instructions on the invoice and acknowledge that there seems to be a clash which she will look into to avoid similar confusion with future clients.
More importangly it is bad manners from one human to another, as she completely ignored what I was telling her, did not acknowledge not even replied to my comments, just kept repeating that she is making an exception.

I really hope the two employees I had to deal with, do not represent overall the Screwfix customer service team and appropriate measures will be taken for those two employees as no human being deserves to be treated like this.

Ordering online and SMS notification were absolutely fine, but why do surly assistants (Kingston branch) still persist in 2021? If customer interaction is not part of staff-training, it's overdue.

Used to be quite good but last order I was told was in to travel miles (Inc a ferry) to be told it wasn't and go back next day. Took 2 attempts to get a refund.
Called from outside the store to be told they couldn't cancel till it was physically in the store. Stupid system.
Toolstation has opened next door , think I'll be going there, they are fab

As per complaint made pursuant to order no A8194525716.

You may wish to check the file for historic overview / notes.

In summary, you have failed to deliver goods as ordered, I have had to chase said order on numerous occasions and simply fed the same line.

The failed delivery has caused not only cost us in tradesman fees but more importantly a delay to the project which is our soon to be home. As you may appreciate we are not not guaranteed to get the tradesman back due to their prior commitment and not left with the pain of sourcing additional tradesman.

You state that orders will be delivered within 24/48 hours which is not the case.

You on numerous occasions told me that the order is showing as ready for dispatch and will be with me the following day, which was not the case.

Your call centre staff told me they would call me back to let me know what was going on with delivery, this was not the case.

I have now just called for a get a refund, and was informed that this is not possible as the delivery seems to be ready for dispatch (but not sure when it will arrive or if it is on it's way!)

It has been a horrendous online experience - made worst by lack (zero) communication from screwfix.

I have also left a previous review of Trusted Pilot and was given an email in response, it's not surprising that I have emailed as suggested and also not had a response!

I've had several deliveries arrive from competitors without issue, so why the hold up and why radio silence.

If you kindly refund my money, and an apology wouldn't go a miss. May be worth taking deliveries in house - partners for deliveries are evidently not up to scratch.

Any suggestion as to how I can get my project and financial loss back on track would be greatly welcomed.

Kind Regards,

Tarkan

Great prices - simple quick collection process

I had the pleasure to use the Screwfix Branch at Leatherhead. Amazing service especially Dan the manager down there .. a lovely chap .. very helpful. The guy knows the products by heart.

I am fixing new scaffold boards (32mm x 215mm) to a hard wood frame (100mm x 100mm) to give a rustic finish to the floor of a bespoke shepherds hut and needed a 3mm pilot hole as the 100mm screws I am using weren't going into the hardwood. I ordered a Brad Point Wood Bit 3 x 79mm (9640V) thinking I'd get a 79mm pilot hole. The bit only drills down to 44mm, 79mm is the overall length, very misleading, still can't get the screws in - waste of money and my precious time.

They never have anything in stock evertthing is on 48 hour delivery what use is that to a trader..... you need things there and then pointles even using them if you need even simple things.

I bought a pressure washer from screwfix it was posted to me but it went elseware and they said it would be with me soon still no word of it comeing they said they put £20 into my account with them but at I could not use it online to buy anything I am still waiting on it comeing they promise me it would be with me shortly I dont think I will be shopping with them again.

Ordered a hosepipe at 3pm. Received a text to pick up at 3.05pm. Picked up from Truro Screwfix at 3.30pm!
Brilliant service.
Friendly staff
*****

Always a top service at reasonable prices.