Screwfix Leeds - Sheepscar

Terrible customer service shocking from such a big company! I bought a paint marker from Screwfix which was bone dry with nothing inside. When I tried to exchange it the staff flat-out refused and accused me of using it even though the tip was completely clean and clearly unused. For such a huge business this level of customer service is disgraceful. Instead of standing by their products and helping a customer with a faulty item they chose to argue and blame me. Absolutely unacceptable. Then I went straight to Toolstation right next door and explained the situation before buying another marker. Their staff told me clearly If it is faulty bring it back anytime and we will exchange it for you.That is how customer service should be.

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.

Exceptional service from the charming Indian man with the cap! Helped with my enquiry as a tradesman messed up my flooring at my new house. Went through some options and recommend the best for me. These are the types of staff retail stores need to employ. Everyone can learn a lot from this colleague. Wishing you all the best Thank you, Santo

Brilliant service. The team is outstanding with help and support. Bought an item back, had no issues with a refund and replacement. Very knowledgeable about products.

Really disappointing experience. I brought in a bracket today on my lunch break to see if they had anything similar in stock. One of the staff literally said it was "above their pay grade" to help identify or find a matching product — incredibly unhelpful and condescending. I also needed some help regarding a light bulb which apparently screw fix can’t help with either. I then went to Toolstation, and while they didn’t have what I needed either, the difference in attitude was huge. They actually looked at the items, tried to help, apologised for not being able to assist, and even suggested other places I could try. That’s what basic customer service looks like — something clearly lacking here.