DTW Tools & Machinery Ltd Avis 

Great product, great price, fast delivery

This is the second order I've done through DTW. The first order delivery was late. Not that late but late. I thought, lightning can't strike twice surely. Ordered my goods on the 18th August. Promised 2 to 3 days delivery, so it should have been with me on Thursday at the latest. No sign of it. Phoned Friday to find out what's going on, to be told sorry its being dispatched today. So 4 business days later. It'll be with you next Tuesday. So 7 business days and 4 business days over their promised delivery date. Who can I complain to. I was given an email address and promised that Dan the sales manager would reply. It's been two weeks now and not a dickie bird from dtw or Dan. That's not good enough. You're in breach of contract. I expect compensation. I'll be writing to you again for compensation or i'll be serving you legal papers for the breach. The decision is yours. I'm never buying another thing from this company again. Please think carefully about using this company.

Following on from your reply. I spoke to Dan, the sales manager yesterday who confirms an email was received from me and not actioned until he found it yesterday. There was no delay from dhl as my order was still showing processing on the Friday until I spoke to someone at dtw customer service. Please don't deflect this issue onto dhl when quite clearly it was a dtw issue caused by poor order processing and management.

UPDATE: 9th September 2025

When I spoke to Dan, he was polite and very professional. He said he hadn't received my email but looked for it and found it and was very apologetic about not responding to the issue. He said he would look into the matter and get back to me as soon as possible with a reply.

I didn't have to wait long for a reply from Dan which was amazing and Dan confirmed that the issue lay squarely with DTW. There had been a stock issue and customer service hadn't called me to tell me of the delay because they hadn't been informed by the warehouse.

With regard to the reply from Paul. Dan said he had spoken to him about this and that the customer service team in general should be much more careful about how they should reply to customers making sure that they have the correct information at hand.

I was offered generous compensation which I accepted, Dan even went further to say he had spoken to customer services about the importance of keeping customers informed of delays and was even having a meeting with his directors to put in place some additional checks and processes to make sure what happened to my order doesn't happen to others.

I'm really impressed by the way Dan has handled this issue even if my email wasn't picked up initially. He was professional, polite and understood the issue and came up with a positive and amicable outcome.

With this in mind, I'm changing my experience to 4 stars and the subject heading as well.

I've also said that I will be ordering from them again and hoping that it will be a much more positive experience. I've even been asked by Dan to speak to him so that he can handle the order process himself.

Bought, delivered as described

Company was one of the only ones willing to post to NI, and the price was still better than other competitors. Extremely good customer service to. Lawn Mower arrived in good time and in excellent condition. Superb experience all round, thanks

Great service

Great website with a huge selection of tools and equipment. The stilh saw was for my son for work. Ordering was straightforward and quick delivery. Arrived well packed and in great condition. Have spoken with him, and he has said it's the best bit of kit he has had and used within the range so would highly recommend both the company and the tools

I had an issue with an on line purchase, called in the item, they reordered and refunded the difference, excellent service

This is a excellent machine very Happy with it have used these at work so had no problem buying one for my personal use. I brought this from DTW tool's it was the best price I found with great customer service would highly recommend them.

Ordered Tuesday afternoon and received the chainsaw on wed morning. Super fast delivery and great price

The product I ordered was as described and competitively priced. Ordering and delivery went very smoothly.

Dan Holcroft who works at DTW was very helpful and his knowledge was great and went out of his way to help me The mower was delivered very quickly and safely

Item arrived promptly at a very good price

Delighted with my purchase, buying experience and delivery. Competitively priced offer

Ordered a chainsaw on a Monday evening online , came the day after 👍.

Great price of product
Delivered on time as they said it would be
Great service

Chose DTW on the basis of good reviews. Not disappointed. Clear website, good telephone response for advice and swift despatch. Ideal.

Used many times always been fast delivery and decent prices

It was quick and safe 5 stars

Great service, great price