hosted services
www.toolbox.co.uk Units 2, 3 and 4 Millennium Court Enterprise Way Evesham Worcs WR11 1GS
The dealings which I had with Toolbox/toolbox.co.uk are listed below.
On Sunday 4th September 2011, I made the decision to order a bow saw and mattock so that I may begin to tidy and landscape my garden. I thought this was a good choice to buy through toolbox, however what I would later find is listed below.
The order seemed to go without a hitch, it was placed through their system, all the parts were listed as being in stock, there shouldn't be a problem should there.
By Thursday 8th September 2011 nothing had arrived. "How peculiar" I thought, what could be the problem, I've paid the money, it's been deducted from my account. What could be the issue? So off I go to write a message to them:
Date: Thu, 8 Sep 2011 18:27:01 +0000 From: ed <ed-toolbox@s5h.net> User-Agent: Mutt/1.5.18 (2008-05-17) To: Toolbox Order Processor <sales@toolbox.co.uk> Subject: Re: Toolbox Order (6288672) Details Hi - According to your web page both items TBSL1449 and TBSL4728 are in stock. Yet my order reports that the items are not in stock and should be in stock today. So why has it not shipped yet? Thanks
This was met with the following reply:
Date: Fri, 9 Sep 2011 12:17:33 +0100 From: Emma Wood via RT <CustomerServices@toolbox.co.uk> To: ed-toolbox@s5h.net Subject: [Ticket #839946] Re: Toolbox Order (6288672) Details Delivered-To: ed-toolbox@s5h.net Good Morning, Thank you for your email. I apologise for the delay in completing your order. There has been a delay with the manufacturer and unfortunately we have to pass this onto the customer. We have been advised that we are due stock to complete your order today. Once this has been received and scanned onto the system it will be allocated to your order and sent to the warehouse for being picked and packed. Once dispatched to the courier, you will receive an automated email confirming this along with details of the courier and a tracking number. Please be aware that you cannot track online until 9pm on the date of despatch. If we can be of further assistance please do not hesitate to contact us. Kind Regards Emma Customer Service Advisor Any technical advice given in the above message is given in good faith, but we take no responsibility for the accuracy of any information given. If you are in any doubt you should consult a fully qualified engineer. Your query (toolbox) is being handled by Emma Wood.
So, what's happened here is that my order is delayed because I bought something that they knew was not in stock. That's quite '''bad''' really, they should have contacted me in the first instance to offer me a refund as they didn't have it.
So they think they will have the stock today and that they'll despatch it today.
Date: Fri, 9 Sep 2011 20:33:59 +0000 From: ed <ed-toolbox@s5h.net> User-Agent: Mutt/1.5.18 (2008-05-17) To: Emma Wood via RT <CustomerServices@toolbox.co.uk> Subject: Re: [Ticket #839946] Re: Toolbox Order (6288672) Details Hello, I've checked on your order tracking (after 9pm) and the order still hasn't reported that the items have been despatched. Also, please can you tell me why your site listed the items as being in stock when I placed the order and also why they were listed as being in stock yesterday. If you had the items yesterday, why were they not dispatched? Thanks
So, as we can see, another day has gone by and I've not been correctly informed about the progress of the items. As usual, they've not kept me informed.
We're now onto Sunday, that's a week after the order has been placed.
Date: Sun, 11 Sep 2011 16:59:40 +0000 From: ed <ed-toolbox@s5h.net> User-Agent: Mutt/1.5.18 (2008-05-17) To: Emma Wood via RT <CustomerServices@toolbox.co.uk> Subject: Re: [Ticket #839946] Re: Toolbox Order (6288672) Details Hi Again, I've taken another look at the order and it's reporting that there's a payment problem? Why is that? The payment has been processed and you have the money, see transaction ID Transaction ID #7KA18730M419212J. Please dispatch this order by the end of Monday as I don't think it's very fair that you have the order items and my money. Thanks.
This doesn't get any sort of reply, so I file a complaint through PayPal.
There wasn't any reply to my complaint, so the following day I escalate it to a claim.
The very next day I received the following email from Toolbox:
Date: Wed, 14 Sep 2011 09:45:07 +0100 From: Emma Wood via RT <CustomerServices@toolbox.co.uk> To: ed-toolbox@s5h.net Subject: [Ticket #839946] Re: Toolbox Order (6288672) Details Delivered-To: ed-toolbox@s5h.net Good Morning , Thank you for your email. I apologise for the delay in completing your order. I can see that your order is currently in the warehouse to be picked for packing and despatch to the courier. Once despatched to the courier you will receive an automated email confirming this along with details of the courier and if necessary a tracking number. Please be aware that you cannot track online until 9pm on the date of despatch. If we can be of further assistance please do not hesitate to contact us. Kind Regards Emma Customer Service Advisor Any technical advice given in the above message is given in good faith, but we take no responsibility for the accuracy of any information given. If you are in any doubt you should consult a fully qualified engineer. Your query (toolbox) is being handled by Emma Wood.
What a surprise, after placing a claim at Paypal I got some progress from the seller (Toolbox), it turns out they can despatch my stuff after all. Obviously I've lost faith in this company and delay after delay has lead me to expect more of the same from this company.
Date: Wed, 14 Sep 2011 09:15:42 +0000 From: ed <ed-toolbox@s5h.net> User-Agent: Mutt/1.5.18 (2008-05-17) To: Emma Wood via RT <CustomerServices@toolbox.co.uk> Subject: Re: [Ticket #839946] Re: Toolbox Order (6288672) Details Hi Emma, If it's not left yet please give me a refund, 10 days is an unreasonable period to have to wait for dispatch of items that are in stock. Thanks
I know this order hasn't been despatched yet and I'm quite confident they are aware of this too and have read my email. It's obvious from the chain of events that they only respond when they feel they have to.
Date: Fri, 16 Sep 2011 13:44:04 +0100 From: Emma Wood via RT <CustomerServices@toolbox.co.uk> To: ed-toolbox@s5h.net Subject: [Ticket #839946] Re: Toolbox Order (6288672) Details Delivered-To: ed-toolbox@s5h.net Good Afternoon, Thank you for your email. The order has been dispatched to the courier please confirm if you now require me to cancel the order on a stop and return. If we can be of further assistance please do not hesitate to contact us. Kind Regards Emma Customer Service Advisor Any technical advice given in the above message is given in good faith, but we take no responsibility for the accuracy of any information given. If you are in any doubt you should consult a fully qualified engineer. Your query (toolbox) is being handled by Emma Wood.
The above email was sent to me after the order was signed for. They were aware of this from the tracking information, no one goes to the trouble of writing an email like the above without first clicking a tracking link which requires next to zero effort.
Needless to say, if I ever want to buy something again and Toolbox have the item listed as being in stock, I will never believe that they have it. I'm glad this wasn't an order that any sort of commercial project required as it'd be delayed by more than a week.
rubbing salt in
What really grinds my gears is that yesterday they sent me a courtesy email:
Date: 19 Sep 2011 22:00:04 GMT
From: aftersales@toolbox.co.uk
To: ed-toolbox@s5h.net
Cc:
Subject: Thank You from Toolbox
Delivered-To: ed-toolbox@s5h.net
Dear ed neville
Web Reference 6288672 Internal order Number 914854
YODEL (Home Delivery Network) should have delivered your order to you by now and
we trust that everything is to your satisfaction. Please make sure that you open
the box, if you haven't already, and check that nothing is missing or damaged.
If you have any problems at all with your order, please contact my customer
services team at customerservices@toolbox.co.uk
we provide the best customer service in the business and you can rest assured
that, if you experience any problems, I will sort them out to your total
satisfaction.
If you are totally satisfied then we would really appreciate it if you would
take a moment to like us on Facebook!
Here's the link: http://www.plumbworld.co.uk/recommend/E6288672
Yours sincerely,
James Hickman
Managing Director
www.toolbox.co.uk
Toolbox is a trading name of www.plumbworld.co.uk Limited, UK Company No.
03852312 Registered Office Address PO Box 1224,Pelham House,Canwick Road,Lincoln
LN5 5NH
I'm not satisfied, obviously. What's the point in complaining to them when they appear to have zero interest in the matter.
item quality
The order contained the following items:
Silverline Pruning Saw Blade 750mm SW27 "Amazing value Swedish steel blades with hard point teeth"
These blades appear to be of good quality, they're very sharp and making light of the cutting work
| Product Specifications | |
|---|---|
| Manufacturer Part Number | SW27 |
| EAN Barcode | 5024763014574 |
| Boxed Weight | 0.09kg |
Silverline SW22 Bow Saw "At this price no other bow saw comes close to the quality"
This bow saw is of good quality. It has a large gauge handle which allows plenty of room for cutting. The blade which comes with this bow saw is very sharp. For tree pruning this saw definitely does it's job.
| Product Specifications | |
|---|---|
| Manufacturer Part Number | SW22 |
| EAN Barcode | 5024763014550 |
| Boxed Weight | 0.65kg |
Roughneck Pick Mattock Head 5 lb Roll forged alloy steel. The head is ground to a descent point, the handle is rigid and light allowing for a good payload.
| Product Specifications | |
|---|---|
| EAN Barcode | 025997641524 |
| Boxed Weight | 4.5kg |
verdict
The tools are of good quality but the customer service is just plain useless. Almost non-existent. For the two pence I saved using this company to supply me with tools, I'd have been better off using any other supplier. The reason I chose toolbox was because I was led to believe the delivery would be quick and prompt. The end result is that my goods were supplied late and it cost me a lot of time and effort trying to contact them. In the end I wanted a refund and I couldn't get that either. Shame I really wasted a lot of time.
