The Works Stores Limited Reviews 1,376

Jen in the Colwyn Bay The Works was really helpful. She took the time to find a book that we really wanted. She found it. Thank you Jen

As others saying ordered online nothing stated when ordering about warehouse problems or 15 day deliverys. Yet no confirmation of order took my money customer service just keep saying about warehouse issues and that it was a 15 day order yet has been longer than 15 days still no confirmation of order pretty poor service and should really not take money before confirming dispatch. Wont be ordering again still no idea where my order is and unlikely I'll get anything for my inconvenience. Don't even know if the items will ever show up as wasn't given a tracking number. Still haven't had a refund.

Dreadful. Avoid. Items ordered 1 month prior and no sign. Tracking not updated and no response from customer service with about 40 people in the queue on the phone and no response after 1hr.

This company is going bust. Keep your money safe and shop elsewhere.

Ordered on 15.11.25, Christmas ornaments, gifts etc. My order was on a 10 working day timescale. 10 days later and the order hadn't been processed. I called on the 11th working day to be told the same thing over and over again "you're on a 10 day timescale" but it's the 11th day?
I requested a refund and was told they would cancel the order and refund me. No email confirmation of this cancellation. I emailed them to ask for confirmation and was told on the 12th working day that they had processed the order so it couldn't be cancelled. I waited again and called on the 14th working day, to be told again that my order hadn't been processed. I asked for my money or for the items to be sent urgently. I was told they would be sent out as a priority. The dispatch email was received and they only sent 2 of the 8 items I ordered.
On the 20th day since placing my order the order arrived via Evri. As suspected 6 of my items hadn't been picked or sent.
I have complained and apparently they are issuing a refund for the missing items. I'll believe it when I see it! Will the items arrive? Will I get a refund? Will it be correct? At this point WHO KNOWS.
I have reported this to my credit card company so I will be getting the money back.
I will personally never use The Works again and I won't be purchasing in-store either. Which is a shame for a store that is reasonably priced.
Customer service is non existent, they don't reply to emails and they are unhelpful on the phone also, if they answer at all! Alot of the time you just get cut off after waiting in a Queue.
I hope all these negative reviews results in some kind of all around improvement. Because currently they are a waste of space.

On the 14th November I ordered a Xmas present. On the 28th November I complained, by e-mail about the non delivery. I then asked for the order to be cancelled and that I need the money back to buy the item from elsewhere. As of today no e-mail confirming when I will get paid. I need the money to buy elsewhere. They say they have delivery problems. If they can't deliver in their contracted time. They shouldn't take the money.

Always enjoyed doing jigsaw puzzles from the Works and as a keen puzzler I thought I was going mad at first when I found 5 corner pieces to my newest puzzle and thinking there were some pieces missing. Determined to carry on and complete the puzzle I finished it yesterday with a tally of 8 duplicated pieces and 10 missing pieces. Having never seen anything like this before I can only hazard a guess at what has happened but it is very disappointing!

The puzzle box and inner packet were sealed when I bought the puzzle. I contacted the Works Customer Services and attached a photo of the (finished) puzzle with the duplicate pieces marked in blue and missing pieces in yellow. I have to say the response from their Customer Services was tepid and luke warm to say the least!

Having spent quite a few hours trying to complete the puzzle and giving them full details and evidence of the problems with the puzzle I would have expected at the least some kind of explanation as to what had gone wrong. I was actually in the shop yesterday and noticed that this puzzle was no longer on the shelf, so I suspect they have had a malfunction in the manufacturing process and removed it from sale.

In my naivety I thought they might offer a genuine apology, an explanation and a voucher for a couple of replacement puzzles, but they sent yet another very tepid response!

BE AWARE THAT JIGSAW PUZZLES FROM THE WORKS MAY BE MISSING PIECES AND HAVE SEVERAL DUPLICATE PIECES – VERY ANNOYING AND FRUSTRATING!


Puzzle details
Title -     Amsterdam in the Snow
Bar code - 052089 395107
Batch -    WAE 0184934

Purchased from The Works, Crystal Peaks on 20 October 2025 for £9.00

Horrible lady manager shouting at her staff member (it was a guy )...I found this utterly discusting. .was on 18th October broardstone mill.
Contacted customer services on this matter as I stated it against law discrimination and bully someone who has a disability..(but guess what customer sevices not bothered they think this is acceptable of there manager's ...
never shop here, at this company again ...she needs sacking ..never seen such a nasty person treat staff in this manner.....

Called at Bangor NI branch for gift ideas..
the lady Suzanne was fantastic!
Lovely to get proper old fashioned customer service .
Left satisfied 😊

Have contacted customer service numerous times requesting updated on order and were very unhelpful. Finally received my order today, over 1 month later. Had been intended as a book advent calendar but too late now for this year. Parcel arrived in a black bin back which was torn and left sitting at front door in the rain. I am still missing books which I ordered and have received some wrong books that I didn’t order, including someone’s personalised photo book. Customer service has been awful. Have contacted them with updates so will see if they offer to do anything to fix mistakes this time.

My order said 3-5 working days, when I checked to see how my order was going, the site now is saying up to 15 days! So do not buy if to late if you're expecting in time to wrap before Christmas. I understand that if they had to change thier delivery process, but they did not inform me of this process, I only found out by my own research. Not acceptable at all. One of the gifts is a puzzle advent calender for my daughter, I'm now left very anxious she won't recive this when back from her time with her dad & his family to open not just the 4-6 days of doors, but now it seems a completely pointless purchase & I will have to get a refund.

Ordered on the 13th of November got loads of stuff for Christmas waited for ages and they said they were moving warehouse so it wasn’t dispatched. It was finally dispatched on the 25 then the parcel was lost. Had to ring to find that out was on hold for ages then through to a very abrupt lady who basically said we won’t resend it that’s that. Wouldn’t recommend ordering anything. It’s a shambles

I have recently bought some books for my sister for Christmas on the 22nd of November because the works is really well priced and they were in the 3 for £7.50 deal which I think is priced amazingly hence why I gave them two stars, however this would have been much higher if I wasn’t still waiting for my order to be shipped as it is coming up to two weeks later and I have heard nothing from them regarding my order and when I go in tracking it still says preparing which I think it poor due to the fact I had to pay £3.99 for delivery as it was under £30, I appreciate this time of the year is more busy but at least let customers know of possibly delays as I’m worried that they wont be here on time as I need them to be able to send to her house as she doesn’t live near me

I would give no stars if I could. DO NOT order from the works. I ordered on 12th nov & I spent over £100, my order has only been dispatched today after sending 9 emails& asking for a refund. Nearly a whole month I have been waiting for my order. Terrible phone lines with a que of 40+ people & then put the phone down on you. Email response is absolutely awful & was ignored for 2 whole days. It’s only when i threatened to contact head office that they decided to email me back.

Ordered an advent calendar for my granddaughter, rang them last Tuesday as the ten days had arrived, and still not showing dispatched. Spoke to what appeared to be a very disinterested girl on the phone, who said she would make it a priority. A week later still not arrived and it’s now the 2nd December.
At this rate it won’t make it until the new year.
Definitely won’t be using them again

Do not buy online! Order took 2weeks to send! (If it actually ever did?!?) they took my money straight away…. Package got held up In The works warehouse with evri waiting days for it to come….so I chased it suddenly it dispatched after chasing, and then evri lost the ‘supposed’ parcel not reaching the depot! the parcel has been Lost for days. evri or ‘the works’ not responding to me, you can’t actually talk to a human from either company, finally evri replied yesterday after 2 weeks saying they can’t find a parcel and to take it up with the works, who you can’t actually get hold of anybody…no one replies…I’ve rang no answer just an automated message apologising for all the incidents on deliveries…and I’ve emailed multiple times….no answer! I feel like no one actually seems to care. But they took my money straight away! They have taken my money, I have no parcel for what I’ve paid for, no one is responding to me, not even an apology…

Message updated 1st dec lunchtime: finally got through after a 40min que wait on telephone…awaiting my refund!!

Ordered 3 fidget advent calenders , 13 pound each after seeing multiple a few days before in store this was around mid November , took my money immediately, 0 tracking was given , I began to worry 27th still nothing , got email today ( 29th November on a Saturday ) not able to fulfil order refund has been issued , no offer of goodwill gesture just we can't do it take your money back , so now I have no calenders for my 3 young children , and no money or time to get one , thanks alot. Never going to use them again

Ordered over £40 of product for Christmas in mid November but not sign of despatch. Requested a refund but won't be using the Works online again.

Amazing service in-store! (Looks like they're having major problems with online orders at the moment though)
Rebekah at the Lancaster store was brilliant. I'd bought some books from the Skipton store, but even though I asked the cashier if the 10 for £10 deal went through, she lied and told me it had. So now I needed to head out again to my local Lancaster store but the manager made it so easy for me to exchange and amend what I'd bought. Plus she let me know the toy deal had changed for Black Friday so I left the store with three extra books and two extra toys. Great team and great service thank you!

Revised my review as the produce actually arrived - literally the day before it was needed.

The product itself is really good and fantastic value for money. However, I can’t give them any more than 2 stars as the delivery is shocking.

They're selling things for Christmas on their website, yet they have no means of actually delivering them. I ordered at the start of November, an advent calendar package of books and it took three weeks to arrive. When you order it says delivery in 3-4 days but the elsewhere on the site it says upto 15 working days… which is really three weeks. You’d think a company that must shift a fair amount of goods before Christmas through online sales would handle the logistics of a warehouse move in a way that doesn’t disrupt deliveries, in the lead up to Christmas.

And their customer service isn’t great. If you call you just get cut off and if you use the webform, you get zero response.

Great product, poor logistics and execution.

Do NOT order anything from Works. Absolutely the worst service I’ve ever experienced. I placed an order for calendars and diaries for kids in need back on October 27th—time-sensitive gifts that were supposed to arrive before year-end. It’s now been weeks, and I STILL haven’t received a thing. I’ve contacted customer care three separate times, and every single time they gave the same empty promise that my order would be dispatched “within a couple of days.” Yet here I am, still waiting. This level of incompetence is unbelievable. I just hope the items somehow show up before the year ends, but at this point I’m not holding my breath. Utterly unacceptable.