The best customer service I have ever received. After an initial phone call I drove across to DTW for some face to face advice. After talking through my needs Chris and his boss (apologies forgot name... もっと見る
企業が回答しました
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Would like to thank DTW for outstanding customer service 🌟 Purchased a brushcutter 20th Aug 2025 As we have only 2days ago opened the package. We discovered a missing part. We contacted DTW and t... もっと見る
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Never brought anything from DTW before, I needed some new battery Stihl equipment to replace my petrol equipment.DTW showed to be cheaper for what I wanted at the time of purchase they kept me well in... もっと見る
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I bought an EGO Power HT2410E Hedge Trimmer, since I already have various EGO garden tools. The best price I could find on the web plus next working day delivery by courier. **Absolutely Perfect**
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企業情報
連絡先
Unit 1, Adlington Central Business Park, Adlington, , PR7 4AY, Chorley , 英国
- 01257422200
- sales@dtwtools.co.uk
- dtwtools.co.uk
4.7
優良
547件のレビュー
ネガティブなレビューの 88％に回答しています
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Very good
Had a problem with the delivery, charger got damaged. DTW replaced the product quickly and without hesitation. Can't fault.
2026年4月13日
DTW Tools & Machinery Ltd からの回答
Hi Timothy,
Thank you very much for taking the time to leave a review. I'm sorry to hear there was initially some issue with a damaged part, however I'm pleased to hear we had resolved it quickly for you.
We look forward to serving you again in the future.
Kind regards,
Dan
DTW Tools & Machinery Ltd からの回答
Hi Stuart,
Thank you for taking the time to leave a review, we really appreciate it.
Kind Regards,
Dan
DISAPPOINTED with DTW & STIHL
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
2026年4月23日
自発的なレビュー
DTW Tools & Machinery Ltd からの回答
Hello Richard,
We’re sorry to hear how frustrating this experience has been, but we do need to clarify a few important points.
Following your report, we offered to arrange collection of the mower from you. The only requirement was that it be securely packaged for transit. As you confirmed that both the original box and pallet had already been disposed of, we advised that suitable packaging (including a pallet) would be needed to safely return the machine via courier. Unfortunately, without appropriate packaging, we cannot arrange collection as this risks damage in transit.
In line with STIHL’s dealer agreement, customers are advised to take machines suspected of having a warranty issue to their local authorised STIHL dealer. This process is designed to provide a quicker, more efficient, and frictionless resolution, avoiding delays and risks associated with courier transport. You advised that you did not wish to follow this route and instead requested a replacement machine without inspection. As a retailer, we are unable to “blindly” replace equipment without first establishing the cause of the fault.
Based on the symptoms described, we also explained that the mower may not have contained sufficient oil. This is an operator responsibility clearly outlined in the user manual. In such cases, STIHL requires that the fuel (and condition of the machine) be assessed before any warranty decision can be made. We advised that the fuel may need to be sent to STIHL for analysis, but we did not receive a response from you on this point prior to this review.
We understand your disappointment, however we have followed the correct procedures throughout and provided multiple options to resolve the issue. If you would still like us to assist further, we remain happy to do so.
Kind Regards,
Dan.
DTW Tools & Machinery Ltd からの回答
Hi D Thresh,
Thank you for the lovely review. We really appreciate it and we look forward to serving you again in the future.
Kind regards,
Christopher
DTW Tools & Machinery Ltd からの回答
Hi,
Thank you for the lovely review. We really appreciate it and we look forward to serving you again in the future.
Kind regards,
Christopher
Good quality product at a good price…
Good quality product at a good price and delivered in good time
2026年4月14日
DTW Tools & Machinery Ltd からの回答
Hi David,
Thank you for the lovely review. We really appreciate it and we look forward to serving you again in the future.
Kind regards,
Christopher
DTW Tools & Machinery Ltd からの回答
Hi Mike,
Thank you for the lovely review. We really appreciate it and we look forward to serving you again in the future.
Kind regards,
Christopher
EGO Power Hedge Trimmer
I bought an EGO Power HT2410E Hedge Trimmer, since I already have various EGO garden tools. The best price I could find on the web plus next working day delivery by courier. **Absolutely Perfect**
2026年4月6日
自発的なレビュー
DTW Tools & Machinery Ltd からの回答
Hi Mike,
Thank you for the lovely review. We really appreciate it and we look forward to serving you again in the future.
Kind regards,
Christopher
Heavier than I thought as two batteries…
Heavier than I thought as two batteries have to be used, but good strimmer overall
2026年4月2日
DTW Tools & Machinery Ltd からの回答
Hi Jane,
Thank you for the lovely review. We really appreciate it and we look forward to serving you again in the future.
Kind regards,
Christopher
DTW Tools & Machinery Ltd からの回答
Hi Paul,
Thank you for the lovely review. We really appreciate it and we look forward to serving you again in the future.
Kind regards,
Christopher
SUPERB CUSTOMER SERVICE 🌟 Would like to thank DTW for outstanding…
Would like to thank DTW for outstanding customer service 🌟
Purchased a brushcutter 20th Aug 2025
As we have only 2days ago opened the package. We discovered a missing part. We contacted DTW and they responded immediately. Within discussing our problem they have happily resolved our issue and are dispatching the part tomorrow.
I would again like to thank DTW for outstanding and speedy service 👏
We have ordered before, we will certainly order again 😊
2026年4月21日
自発的なレビュー
DTW Tools & Machinery Ltd からの回答
Hi Hayley,
Thank you so much for the kind and thoughtful review. This really does mean a lot to us. We appreciate your time whilst we looked into the issue and to hear we found a way of resolving this for you is fantastic news!
It's been an absolute pleasure to assist you with this and please don't hesitate to get in touch if there's ever anything else we can help with.
Kind Regards,
Dan.
Excellent service
Excellent service. Prompt delivery. Ordered the wrong product in error and team fixed my mistake with ease.
2026年4月23日
自発的なレビュー
DTW Tools & Machinery Ltd からの回答
Hi David,
Thank you for the lovely review. We really appreciate it and we look forward to serving you again in the future.
Kind regards,
Christopher
Ordered a machine 22 days ago have had…
Ordered a machine 22 days ago have had zero communication from this company. I have rang 4 times each time they say it will be with me tomorrow. I left a negative review on google. They LIED in their reply saying i jad been made aware of complications and that they had told me of this. Utter lies they have never made contact or offered a reason for delays just stalling tactics. Terrible customer service and lies in their reply i had to hire a plate compator for 4 days while waiting for this delivery. Awful awful company. It would be so bad if they were honest to me and their reply on google. This is the worst service ive had in recent memory
2026年4月22日
自発的なレビュー
DTW Tools & Machinery Ltd からの回答
Hi Hanz,
As mentioned on Google, we really are sorry first and foremost that you were left unsatisified with the service provided. However I must stress first and foremost that no lies were told here.
Is it correct that unfortunately the machine you ordered had to be built before despatch and there were some delays with this process, however after the last time we spoke to you about it, we had received an update from the courier (as mentioned in the response on Google) that the delivery had been refused, therefore we had been expecting for it to be returned back to us.
Following this, I was able to speak to you myself on Wednesday this week, where I found out that you did in fact still need the plate and didn't refuse the delivery. After finding this out I escalated things with our courier to get this delivered urgently, and I can see that it was delivered later that same day for you.
I also mentioned on Wednesday this week that I would come back to you to provide some resolution for the issues and delays here. Since then, I have tried multiple times to get in touch, left voicemails and emailed, but I'm yet to hear back from you. We have therefore tried everything we can to get this resolved, but we cannot do this without being able to speak to you.
If you would please respond to our emails or call us back on 01257 422 200, we'd be more than happy to pick up this conversation and hopefully find some resolution for you.
Kind Regards,
Dan.
The best customer service I have ever…
The best customer service I have ever received. After an initial phone call I drove across to DTW for some face to face advice. After talking through my needs Chris and his boss (apologies forgot name) ended up recommending a better alternative to the solution I had in mind. The solution DTW reccomended was about 25% cheaper and far better suited to my needs. Thanks
2026年4月20日
自発的なレビュー
DTW Tools & Machinery Ltd からの回答
Hi Peter,
Thank you very much for taking the time to leave such a lovely review. We really pride ourselves on offering an honest and helpful service at all times, so it's great to hear Chris and a member of management continued this. I'll be sure to let them know about your feedback which is greatly appreciated.
Thank you once again for visiting us, hopefully we'll see you again very soon!
Kind Regards,
Dan
DTW Tools & Machinery Ltd からの回答
Hi Pete,
Thank you for the lovely review. We really appreciate it and we look forward to serving you again in the future.
Kind regards,
Christopher
A great company to buy from
Never brought anything from DTW before, I needed some new battery Stihl equipment to replace my petrol equipment.DTW showed to be cheaper for what I wanted at the time of purchase they kept me well informed of delivery, I can’t fault them in anyway they have a good range of equipment to suit most budgets. I will definitely be buying from DTW in the future
2026年3月27日
DTW Tools & Machinery Ltd からの回答
Hi Warren,
Thank you for the lovely review. We really appreciate it and we look forward to serving you again in the future.
Kind regards,
Christopher
Warning for customers
WARNING. If your order it time critical, or you live outside their normal delivery area, do not use. I placed an order, over £700. Paid the £25 delivery (3-5 day) fee for being in Scotland. Nothing arrived. Used the helpline, was told there was some confusion with the address. Nothing arrived. Called them, pointed out this was time critical, they promised deliver. Nothing arrived. Called again, more excuses, but would definitely be here. Nothing arrived and the delivery company now say, next week. Now going through refund process and two weeks wasted. Will never waste time with them again.
2026年4月18日
自発的なレビュー
DTW Tools & Machinery Ltd からの回答
Hello Brian,
We really are sorry to hear there's been a delay with our courier delivering your order. Unfortunately the address comes under a remote part of the Scottish Highlands for our courier, so we've found after speaking to them that it currently requires an additional sorting process to complete delivery in this area. At the time of writing this I can see it's at the delivery warehouse and so we're expecting that to be delivered today if it's still suitable to you, but yes unfortunately it is arriving 2 days later than expected due to this reason.
This isn't always the case so I'm afraid it's something we've only uncovered after speaking to them about this delivery. We do generally operate on a 3-5 day delivery service for Highlands so there is absolutely no excusing that the courier has been late in getting this to you, however we do have a very high success rate for on-time deliveries and for Mainland UK we often provide next-day services.
Whilst we do constantly strive to ensure our couriers match the service we expect, unfortunately there may be things out of our control which we have to react to. I can certainly see our team have contacted the courier multiple times to resolve this for you so I do hope that we've done enough to resolve what we could, but again I'm very sorry to hear if that wasn't enough on this occasion.
If you do wish to discuss this one further with us, please call 01257 422 200 or email website@dtwtools.co.uk about this situation and this will be flagged to a member of Management.
Kind Regards,
Dan
Amazing service
Amazing service, really helpful staff and quick delivery. I couldn't be happier with this company!
2026年4月2日
自発的なレビュー
DTW Tools & Machinery Ltd からの回答
Hi Leona,
Thank you for the lovely review. We really appreciate it and we look forward to serving you again in the future.
Kind regards,
Christopher
DTW Tools & Machinery Ltd からの回答
Hi Steve,
Thank you for the lovely review. We really appreciate it and we look forward to serving you again in the future.
Kind regards,
Christopher
DTW Tools & Machinery Ltd からの回答
Hi Mrs Mitchell,
Thank you for the lovely review. We really appreciate it and we look forward to serving you again in the future.
Kind regards,
Christopher
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