DTW Tools & Machinery Ltd Omdömen 561

Fantastic tool works better than expected good battery life easy to use

Good experience no waffle and arrived on time.

Fast delivery good price.

I did not end up ordering from this company, which in hindsight was fortunate given the poor service I experienced, and the number of one-star reviews I later read on Trustpilot.
I initially contacted them via live chat with a query about the product I wanted. After several exchanges, I was told it could be ordered, but the chat then ended abruptly, and I received no further response. When I contacted them again the next day, I was told they had tried to email me but that their email had bounced back, even though I had been receiving other emails at that address. I provided an alternative email address, received their message, and replied to confirm that was fine and that they could send me an invoice so I could call back with my card details.
Despite this, no invoice ever arrived. I then phoned them and was told that someone would contact me to discuss the order, but a day later I had still received neither an email nor a phone call.
Based on this experience, I have decided to look for another supplier.

Great customer service and delivery

Quick delivery site easy to navigate great service

Painless ,fast delivery and excellent communication

Excellent prompt service, at a reasonable price.

Excellent customer service and a prompt delivery. Also.when you ring your not on hold for an hr would not hesitate to use this company again.

Excellent speedy service , highly recommend

Great price along with fantastic package saved me a lot of money .thank you DTW.

They take your money promise you delivery doesnt turn up and they same they might get it out to you next week. When you are depending on the tool to arrive you want to be able to deal with a company that you can believe in their promises.

Go elsewhere

Great service great communication and great product

I cannot recommend DTW Tools & Machinery highly enough. After a small mix-up with my order, the customer service team (Chris) was incredibly friendly, helpful and efficient resolving the matter entirely to my satisfaction. It is the first time I purchased from DTW and I will certainly buy from them again. They certainly do seem to be very customer focussed. I believe many online retailers could learn from their highly professional approach. Well done guys and thanks!

Had a problem with the delivery, charger got damaged. DTW replaced the product quickly and without hesitation. Can't fault.

Good price. Quick delivery

I recently purchased a new STIHL RM 443 T Petrol Lawn Mower from DTW tools & machinery.

I checked it over and all appeared in order in that it started and stopped as expected.

I therefore disposed of the large box and pallet.

A few days later I used it for the FIRST time to mow my lawn, but after just 15 minutes it cut out and would not restart.

I contact DTW TOOLS and the customer service I received was worthless.

I was asked to package the mower in a box, and on a pallet, then return it to them. REALLY?

Where was I going to find a large box and pallet, or are your customers expected to hold on to the large box and pallet ‘just in case’

I thought it reasonable that you send me a replacement machine and the box and pallet on which it would arrive could be utilised.

As a result of this pointless interaction with DTW TOOLS customer service, my brand new STIHL mower is now with a local repair agent, and will be for at least 3 WEEKS.

To say I’m disappointed is an understatement, I’m angry that I have been cast aside by DTW, and that this STIHL mower has let me down.

( I had a HONDA for 14 years and it never let me down)

I suppose this is a lesson learned, buy locally and not from some ‘far away land’.

Customer Service is so important when considering a purchase such as this STIHL lawnmower.

DTW TOOLS have certainly FAILED to deliver.

UPDATE: 5/5/26

Hello Dan

Further to your response, yes, you did offer to arrange collection, which is the least a customer could have expected given that their brand new STIHL lawnmower purchased from your company, was faulty.

However, you made this virtually impossible since I had no PALLET or a suitably large BOX. You made no effort to assist me, and in the end I had no option but to use a local dealer.

With regard to your comments about operator responsibility, I'm a qualified engineer and am well aware about the importance of correct oil levels and the use of clean fuel (I only use Super Unleaded)

I assume you checked this machine for operation before dispatching to me. It would interesting to know how long ago it was checked, and if the carburetor had been properly drained.

FUEL tends to go off after a period,

If the machine had been returned to you, or STIHL, for assessment, HOW could the oil and fuel be analysed since I would have been required to empty these fluids before transit?

Dan, if you had purchased this machine and it went faulty on first use, would you have been happy that it had to be sent for REPAIR, and away for at least
3 weeks? A BRAND NEW MACHINE?

You may have followed 'the correct procedures' but ultimately you provided no help to me, and therefore no customer service.

Richard

Delivered quality product quickly and at very good price.

Good quality product at a good price and delivered in good time