I've successfully placed several orders with this company and, although most of their tool range is targeted at the DIY market, they offer decent discounts on 'branded' supplies (sealants, screws, blades, gloves, etc).
However after a recent order was not delivered in an appropriate timescale* (and therefore ended up scheduled for following Monday when chased!) the Customer Service Manager (or so he like to call himself?) was less than helpful and resulted in me cancelling the order and having to pay £20 to restock.
He was pretty much unrelenting, he could have easily resolved the issue or offer some sort of discount/voucher on my next order keep me happy, but alas no he wasn't in the mood to negotiate to keep a valued customer (he obviously missed the first day of Customer Service school when they will tell you it's far easier to retain an existing customer then get a new one!!!!) and therefore I have not used them since!
So in my opinion this company needs to revise it's customer service policy (firstly by getting a Customer Service Manager who actually understands his/her job) and sort their sedentary despatch out.
I wouldn't recommend using this company as there are many others out there that do a much better job and despatch same day!.
* My order was delayed at picking stage due to the size of the order (~£120), but I wasn't informed of this until I chased it two days later after it failed to arrive. Their tracking system suggested my order was complete, but it hadn't even been fully picked, hence the delay. They have 2 day despatch policy (set in stone), which in today market is laughable and their courier is one of the slowest. Totally astounding in this day and age.
I called before ordering as sometimes their website shows stock when they have none as they often drop ship. I was told there was no problem with stock so I went ahead and ordered and paid by PayPal.
4 days later I noticed a refund come in through PayPal for the entire order. I called to find out what was going on and I was told "no stock". I was told that they had e-mailed and tried to call me. There were no e-mails from them until AFTER they had refunded because they had no stock! They certainly never telephoned me.
I had a time sensitive project to finish and was held up for days because I had to find another supplier.
I would never have placed this order if I had been told the truth about there being no stock in the first place.
Failed to send me all items paid for in good faith but refused to cover their error as apparently (and I quote the delightful Lee here) "it was [my] error for not checking the delivery within 24hrs." So the bigger error wasn't Transtools failing to despatch the items I PAID for, the bigger error is mine for not expecting to be ripped off? Lee says yes.
Check their reviews elsewheee for further proof of how bad they are - ebay, free index, amazon, all full of complaints about them & their blame the customer approach. My experience was in no way unique. Genuinely the worst service on the internet. AVOID.
As part of a current project management process refurbishing a full size 30' railway coach at the National Brewery centre Museum, i had cause to source a special type of Tung Oil based varnish.
This was ordered from Transtools, and shortly after orderinmg I realized that I had ordered a satin finish instead of the required gloss variety - totally my own fault. A web message, followed by a back up phone call produced really positive and helpful assistance from a member of their staff and quick delivery of the correct product. A second order for a 2.5 ;litre tine a week later produced a next working day delivery. Top customer service !
I needed a warm and waterproof coat and this seemed like the thing as £95 for a lined goretex is a great deal. Their website says 1-2 days delivery which was fine and the delivery was met with a well packed item. Thanks!
on thursday morning i purchased 80 kg of geofix paving joint compound.. and recieved it friday lunch. A delivery charge of just £3.98 is insane for that type of service my usual supplier charged pallet rate for that quantity.
Ordered my item, paid my money and it stated 2-3 delivery. waited and waited and waited and still waiting, been 2 weeks now - money gone from account but yet no item. Rang company several times, tell me different things every time. Big communication problems between the company people. Would not recommend this company to anyone, unless they wanna wait and wait and wait and wait and carry on waiting for their item to arrive.......
I have recently ordered from Transtools and decided that after seeing there range of products I would give them a call and see what sort of deals they could offer me. I ordered several different items and transtools told me from the start that 3 of my items would have to be ordered in from there holding branch. This would take 24-48 hours but should not affect my delivery times. The goods were packed well and dispatched when they said they would be. Thank you transtools I will be dealing with you again soon.
Haven't had any trouble with transtools over several orders. Stuff takes a few days to arrive, not a next day outfit so if you do want it quick maybe look elsewhere. But the prices and range I think are good. Latest order was sent in two parcels, one parcel went astray but that was Citylink's fault and arrived the next day [website showed 2 parcels but they only delivered 1]. When I emailed transtools, they responded quickly. You only know how good a company is when things go wrong. Haven't had cause to fault transtools yet so until then I'm happy to keep using them.
Ordered on Monday the 9th January expected again within 2-3 days rang them on the following Monday to ask what’s going on? Told they only had 4 boxes in stock and they would split the pack send what they had and send the rest later. Next day I receive an email telling me there is a delay and I would have to wait a further week before I received my goods. NOT ACEPTABLE.
The lady I spoke to on the phone sounded like she was in her living room and was his mother or partner?
I believe that this company works out of their living room and when someone orders something they order it with a supplier and then after they receive it they send it on to the customer.
This is not the way the trade work; I need the items I order within 3 days of ordering, not over 2 weeks.
The ordering process was easy enough(sorted out by Lee Cullen) stated delivery was 2-3 days, 12 days later my stuff turns up, this wasn't for a job so I was going to give them the benefit of the doubt and when I opened it they had left out 2 items with a note saying they were "to follow",that was the last straw. I ordered early december, it is now the 8th of January and I still haven't recieved the missing items.
To sum up: good customer service, shockingly bad processing and delivery times.
I called the company prior to placing my order, I needed 10 Thompsons patio seal in wet look and needed it next day. The sales advisor checked the stocks and they only had 8 but said they could get me them next day and the other 2 would come 2-3 days later with no extra cost to me. These were delivered early the next morning and even more amazing the remaining 2 came the day later. Fantastic seller and very good customer service.
Ordered a Purdy paint brush set on Wednesday afternoon and even though they say 2-3 days for delivery it arrived the following day. I was amazed by the service and felt that I had to leave a review as my experience with Transtools, far exceeded my expectations. After reading the previous reviews found here, the service I received deems to be from a completely diferent company.
This company should be avoided. They give good prices and have a good range of products but their after sales service is non existent. Purchased a pipe slice from this company and only used it twice before it stopped working. Emailed company twice - phoned them only to be told that I had to tell them of a fault within 7 days of receiving the item! They said I could send it back at my expense and they would have a look at it and sell me spares to repair it. I asked for a refund of postage and they refused to pay as it is down to the customer to return it.
Still waiting for my goods after 4 weeks. I have left messages on their answerphone and emailed them but no replies received. When I eventually managed to talk to someone on the phone they were very pleasant and plausible - "goods not in stock in the warehouse but you will get them within a few days!!" Then a week later "Parcel was sent by first class post so you should have received it we will investigate and call you back" -they didn't. When I called them they said they had issued another invoice and the goods would be with me within a few days. Taht was almost a week ago and I still haven't received them. This was my first shopping experience with this company and will be tha last. I buy a lot of goods over the internet and I can say that this is by far the worst experience I have ever had.
I have just received he wrong item from Transtools. They accept that they have sent me the wrong item but are unwilling to pay for the courieri costs to deliver me the right item and so I can return the wrong item.
Their Customer Services person (Lee) has a terrible attitude and I really can't see how companys like this one survive. If your company makes a mistake, you should face the consequences and rectify your error.
I was forced to keep the item they delivered me in error and accept a refund for the difference. I will now have to try to sell this thing on eBay to get my money back! I can't believe it.
I will not use Transtools again and suggest you don't either.
ordered 23rd November, its not 13th Oct, have repeatedly chased order and being told on several occasions that it is dispatched, but they contradict previous dates. Still waiting, and cant cancel as they state its 'in the post'. Not a reliable service for the tradesman.
Ordered 3 tins of roof seal on sun 26th Sept 2010. Prepared roof on Tues 28th as website says 1-2 days delivery and was expecting delivery by Weds. Items did not come untill following Thurs 7th Oct. By this time we had torrential rain and a major headache from my customer regarding internal flooding,.......Make up your own mind ???