Screwfix Reviews 5.873

Ordered 400 euro product online from overseas. Told friends could not pick up. Had to cancel order.

Ordered something a few weeks ago to pick up. Never arrived at the store took 7 days for a refund. Thought I'd try once again same s##t. Never use them again
They make you think that they have every tool and fixing known to man. The reality is, is that these stores probably hold less than 5percent of what's on the website. So everytime you order something it has to come from a central warehouse. Will just go back to what I was doing before and buy from Amazon. Will have to wait 7 days now for a refund. Waste of time. Oh and btw, Screwfix, don't even bother replying to this review because it'll be empty words as usual.

I generally find Screwfix OK, the prices have been alright and the products seem good enough quality.
Had a couple of biggish orders this year, priced it up in the evening, went to pay the next day and the prices had gone up quite significantly, 20% today from yesterday. No indication of the price going up this much otherwise I'd have bought them yesterday.

Cancelled my next day paint delivery order because my card registered to a different address, of course! we are doing paining in the new house, it's a building site!

And i went to the shop to pay with card and the order was still not delivered the next day. And the following day i got a message delivery is late to store, not even to my house!

The story so far: I ordered some wall cabinets on 2 February . One cabinet was damaged and a replacement was sent out that I said I did not want due to the poor quality. I contacted Screwfix by telephone on 4 February and the item was collected next day.
The following day, another replacement arrived so I contacted Screwfix again on 5 February to arrange removal and explained, once again, that I did not order it and do not want it. Collection was arranged and the item was returned.

Believe it or not, another replacement was sent out! Once again on 10 February I contacted Screwfix by phone and a further collection was made on 13 February. Once again I was informed that a refund would be made within 7 -10 working days. I had not heard by 21 February so I called again and explained the issue and was told that the refund would be made to the payment method within, yes, you guessed it, 7 - 10 working days.
On 1 March I emailed Screwfix with my story, I included a copy of the collection note. They have my money, the goods and the proof of collection yet they still have to carry out an internal witch hunt whilst I, the customer, have to wait for the blame game to finish before my refund is made. If they make it.....
Screwfix have replied by email so clearly a Trustpilot review gets their attention. I have received notification that my refund will be with me within 5-7 working days. Where have I heard that before....
I see they ask me to state the details in their response to my review: they have only had that 4 times so why again? Why also did the people that answered my 3 phone calls not resolve this? You just can't get the staff these days.....
Update 2 March: After numerous emails to and from Screwfix, I was told the refund would be made to my account although I had asked 4 times for the money to be paid to the purchase method - debit card. After chasing them again, I received an apology and was informed that the money would indeed go back to the card. Now I wait........

Update: Refund made.

Spent 200 to be able to use a voucher placed the order with everything showing in stock. Withing 2 mins received a text saying part 1 was ready to collect.
At the counter was made to purchase the item again from another store as it was needed the same day.

Called customer services once the item was ready to collect and explained fully was expecting the refund of the second item so I was able to retain my voucher today got the refund from the discounted one. Called and was told to spend £200 to get another voucher (seriously) customer service was very poor not happy will be shopping at any other shop from now. So there loss due to staff incompetency.

Needed an item quickly, local Screwfix (Hinckley) had it on their website as available next day from store, I purchased this, then received an email telling me it wouldn’t be available next day but later in the week which was useless to me.
Cancelled immediately, cancellation was confirmed with a three to five working day estimate on refund, this is annoying as they expect payment for goods prior to handover but it’s acceptable to make you wait for your money back.
Waited my five working days (gave them seven in total) still no refund, conatacted them, they apologised said they didn’t know why it had taken so long but I’d get it in three to five days….
The obvious happened, still no refund, apologies, blah, blah, processed now will take three to five days….
Well I suppose we’ll see, their complaints procedure is like pulling teeth, lots of “sorry” not much of anything else, waste of time, my account will be being closed as there’s no shortage of other companies willing to sell similar items, I wouldn’t part with a penny unless you physically see and receive the item first, as once they have your money they aren’t keen to hand it back.

Website is so badly set up I can’t order from them, somebody please sort this out …

Just so whoever is responsible for that improvement understands how great it is and I used to buy a lot from Screwfix. Your genius authentication code that for whatever reason I have to enter almost every time to login doesn’t work on my iPhone, it just can’t be entered. This has stopped me shopping in Screwfix countless times and at this point I stopped trying and took my business elsewhere. Way to go you! A truly secure genius move !

I am an engineer and make products that are compatible with your Erbauer brand, products that are my own and are only compatible with Erbauer. Just because a listing has the name Erbauer it doesnt mean it's counterfeit, this kind of products don't even exist else where let alone to be make my brand like Erbauer. Will keep posting until Michele Provera doesn't answer my emails

I am not a tradesman and I didn’t know what I needed to complete my task. The staff was extremely helpful and professional. They couldn’t help me enough I will continue to shop at screwfix Thank you screwfix

I must say, I was surprised to see the below-average review score for Screwfix on Trustpilot. The Perth, Scotland store is obviously bucking the trend: We needed to take an emergency trip to Perthto replace an old door lock. Having endured a rude, sullen, resentful interaction with a young salesperson in a close-neighbouring competitor (I think we interrupted a converstaion on his phone), we popped into Screwfix, a few doors along. We were truly delighted with the friendly, detail-aware service given by Ross. Nothing was too much trouble and he even found time for a product demonstration and bit of banter in between, without losing focus on our reason for being there. Exceptional service. Thank you!

Ordered next day delivery. Had a call saying it wasn’t going to arrive till the next day. They was not even willing to waver the £5 to have it delivered before 12 for there mistake.

Could I make a suggestion, could you consider changing the name of the "clearance" section to "out of stock"?
It would save time and avoid frustration.
Currently I have a 100% rate for out of stock so quite clearly mis labeled.
I expect a response to say the products were previously available and they have sold out, but given you can state no stock when ordering, why can't you remove the item from the clearance list.

Utterly bamboozled by Screwfix who invited me to review my purchase last week my input follows. Couldn't ask for a smoother order process.
I'd not noticed I'd got a Screwfix branch less than a mile up the road. In the week, I needed a new strip lamp for the kitchen. Ordered it about 6am and received a text notification saying it was ready to collect. Paid and went up to the branch a couple of hours later. In and out in less than two minutes, friendly prompt service. A simple transaction. I just had an e mail saying it was rejected, but not telling me why. So, maybe a Bo***cks to Screwfix is in order?

Once again I’ve gone to order items only to find nothing I need is in stock, we are not talking about special or expensive items, 15mm speedfit fittings! The website shows an Alladins cave of stuff but in reality most of its not available to collect or be delivered. I’ve been using Screwfix since they used to have adverts in exchange and mart! 30 years, the last 5 years its gotten worse and worse. I hate to say it, but toolstation wins hands down, just a shame that most of there items are cheap brands.

Gregory at Leighton Buzzard screwfix was very helpful, very polite, even carried our purchases to our car for us, nothing was too much trouble, what an asset to screwfix

Shower switch came in open bag and probably been returned already for being faulty. Paid electrician £78.00 to fit only to find out neon light didn’t work. Connected customer service if they can be called that. The response was terrible said they would replace it but I would be £78.00 out of pocket for the labour.

You go online, find the bits you want, order them, pay for them. Wait for conformation to say you go and pick them up. Now you have to go into the store, get your phone out, go on to your emails, find your conformation code and go to a terminal, type in the code. Then they go and find your bits you have ordered. You have to queue and wait to get served. I don't want to go back! I went to B & Q in the afternoon and used Amazon in the evening

After reviewing the clearance offers on the Screwfix website I found what I thought was a great reduction and ordered for collection the remaining products at several of my local-ish Screwfix stores. I soon realised that the products title and description was very badly worded and the product on offer was not worth my time and mileage to collect these items. I was under the impression that Screwfix would restock and refund these items if not collected. After over a month one of the orders was marked as fulfilled (at the Thornes Lane, Wakefield branch) when no collection had happened and the remaining orders were still marked as processing. All these orders were for very low values so no major worry but the Screwfix administration issues highlighted here are awful. After investigating this issue lots of other Screwfix customers are complaining because it would appear that Screwfix have now made the click & collect refund process very complicated so that they can keep both the product and the money if you fail to collect any item from store. I await a reply from Screwfix and in the meantime I will not be purchasing any further items from this supplier until they have refunded all of my money. Using my Email address linked on this review I expect Screwfix can easily see my issue.

UPDATE: 20/03/26

Still no refund after two months. Screwfix have my details, my money and all the stock - disgusting behaviour. Screwfix (Kingfisher Group) are obviously not to be trusted, this is no way to run a business. Screwfix and B&Q (another group company) will not get any further business from me until I get fully refunded. How much of hardworking customers money are Screwfix currently sitting on (using to fund their business), customers that have forgotten what they are owed? Be a trustworthy company and refund customers that have not collected their orders, if you have proper stock control how difficult is that.

UPDATE: 20/04/26

One word for this company "CROOKS". Everyone I speak with regarding Screwfix's refund policy is totally amazed. Screwfix, B&Q and the Kingfisher Group (companies or brands) will not get any business from me and my family in future.