Screwfix Omdömen 

Damaged packaging, missing fixings — and customer service made it worse

Ordered an Einhell 4500067 Chainsaw Horse from Screwfix (Order A25008232057, 27/02/2026). When I came to assemble it on Saturday 25th April, the packaging was split open and damaged in transit, and several of the screws and bolts were missing.
I had a job lined up that morning, so couldn't waste an hour driving back to Elgin to return it. I ended up stripping fixings off my old chainsaw horse just to cobble the new one together — meaning I now have a half-built, partially dismantled old horse sitting in my workshop because of Screwfix's quality control failure.
The simple fix was always for Screwfix to post out a replacement screw and bolt pack — a £2 envelope of fixings. Instead, customer service told me I'd have to do a 20-mile round trip to Elgin, dismantle the new horse, refit my old horse, and exchange it in store as a "gesture of goodwill." When I pushed back on the absurdity of spending more hours fixing their packaging failure, I got "no problem, anything else?" — they tried to close the chat without resolving anything.
A £33 product should arrive complete and intact. And when it doesn't, the resolution shouldn't cost the customer half a working day. Won't be ordering big-ticket items from Screwfix again.
Date of experience: 25/04/2026

Ordered a radiator cover box arrived a big shoe print on it and damaged in places. Guess what the cover inside also damaged sent straight back sent pictures /video keep asking how much longer for a refund keep getting told not in the warehouse yet, Terrible service seeing video and photos should have a refund straight away...... Now saying checking with their finance department yet I received an email saying it had been refunded days before they are terrible company

Gift cards - don't waste your time. They don't work online even though you have to order the stuff they don't have in stock online in the first place. Someone has wasted £20 buying me this. Disappointed.

Very pleasant and helpful staff at the Lancaster branch, who appear genuinely interested in my projects. Convenient opening times. They usually have what I need in stock. Easy returns policy, when needed.

I went into Screwfix in Ferndown to pick up an order. I had written down the order number on a piece of paper and got it out of my pocket. What I didn't notice was that I had pulled out a wad of £20 notes that fell to the floor. When I got back I couldn't find the money and as I had visited a number of shops I had no idea where I might have lost it. Later that day a staff member from Screwfix came to my house on his way home to let me know that they had found the money and it was in their safe. They had gone back through their CCTV and saw what had happened. What amazing service!

Not often that I feel so inclined to spend time writing a positive review about a retailer. Many of us feel exasperated when we receive bad service and go online to vent our feelings. However, in this particular case it is my total praise with the staff at my local screwfix in Kenley near Purley.
Today was exceptional, I had two members of staff helping me figure out what had gone wrong with a purchase I made 6 months ago. They were not selling me anything, they were just being so helpful. Top marks for customer service.
And that is certainly not the only occasion I have been super satisfied with the service I have received. Helpful, super friendly and I am always happy when I leave. 10 out of 10.

Bought some Karcher hose on line. At the time of collecting told it was out of stock, be in stock in a couple of days. Went to collect and advised on pick up to pop back the next week as the price was going to be discounted and I could seek the difference. Popped into Leighton Buzzard store this morning and lovely Lady served me and credited my Mastercard in 5 mins. I mean how good is that? May thanks LB Branch, will be popping in again

I was served in Basingstoke branch by a lovely lady called Sam, she took the time to find out the size of the screws I needed and even fitted it for me. Such a helpful and pleasant person. Thank you Sam

Very helpful staff, great opening hours

Screwfix delivery absolutely useless and their complaints process is a joke. Getting more and more disappointed with the whole company. My advice would be to try Toolstation, they simply can’t be any worse, it’s not possible 🤷‍♂️

Excellent service from the store manager at Spalding, with similarly efficient support from her other colleagues - I was making a tiny purchase, but was really impressed by the care taken.

More and more in going to Screwfix for my supplies I realise they don't have stock of basic items. So I go to where there are other outlets close to each other and often find the items are also cheaper. Saves me so much in fuel costs and wasted time. I have to write a review as I've had enough.

1 because 0 is not available. Used to be good but now most things are next day delivery. Also used to be good value but not anymore

Rude uninterested staff. Went to purchase some silicone, as I waited for the customer to have completed his purchase the member of staff edged away as if he couldnt be bothered or was having a bad day. Maybe the look on my face made him change his mind. Giving him the product code he mumbled something, I apologised and asked him what he said " We dont stock this item' that was it, I made sure it was silicone I was asking for and he just repeated the same answer. Thank Goodness Toolsation is a stones throw away. No issues buying from there. I JUST HATE BAD CUSTOMER SERVICE.

Always great service when i visit their stores, obviously it's company policy to offer good customer service as I have had the same expierience in different branches. Would reccomend!

Brilliant Service, the guys in Kett Telf Way couldnt have been more helpful

I sent one of my lads down to Screwfix to return a £44.99 roll of cable that we could not use. I purchased it online. I didn't realise that he required the physical card it was purchased on, as we have a system that allows customers to return items and we can refund straight back to the original card without the physical one. We just need the receipt. Anyway they said to him we can do a credit note so he said yes assuming it went onto the online account. He went to walk out and then got called back to be provided a piece of paper. When he came back to me with this piece of paper and explained it was a credit note, I went down to Screwfix myself. Spoke to the gentleman. He said I could only spend the credit not in store and not online. How inconvenient to your customers. The world likes to shop online. For ease. The fact I now have this piece of paper instead of a credit going straight back onto the accounts is ridiculous. Unhelpful.

ordered a bait box no tex was sent so after 2 days visited branch in ebbwvale item lost in system so had a refund staff were excellent ,

Yesterday, I was unpleasantly surprised by what felt like an attempted deception by the staff at this branch. I ordered 100 full-thread screws. Instead, I was brought an open box containing screws with threading on only two-thirds of their length.

When I pointed this out, the employee explained that the box was open because customers often ask to inspect the product before buying it. However, when I asked why the box contained a different, significantly cheaper type of screw, the employee insisted that the size and length matched, and that the discrepancy in the threading was due to an incorrect image on the website and on the box—that the contents were supposedly correct.

Fortunately, they agreed to process a return. Nevertheless, I am very dissatisfied with this experience.

Good reputation is worth far more than the £18 of extra income—protect it.

Good prices and items ready within minutes.
At times they have sellers who know what they are talking about, other times just clueless staff.
A few months ago I purchased a headlight, asked for one for my car and showed them the old one. 12v one. The lady there gave me a 24v headlight at the price of £11. This seemed weird therefore before I put it in the car I checked the small writing... Went back and asked for the right one, 12v. She said fine and gave me one, but said it has the same price. I took it replaced it and all good. When I reached home and checked on tbe website was £2 ... :)) Better do the research when you buy something.