The Works Stores Limited Reviews 

Parcel not delivered by Evri. The Works really weren’t interested and practically called me a liar even though my Ring doorbell proves nothing was delivered at the time!
I will never order from here again. Terrible customer service.

I like the Works high street stores but will never order on line again. After placing an on-line order and paying for it in October- I had no updates as regards delivery etc. Worryingly the order was not even listed on my account on their website.
I had to make 2 phone calls to chase up and now 4 weeks later- after investigations by staff- all items are now unavailable and my order has been completely cancelled and a refund has been arranged.
The staff said they had recently changed to a new warehouse which is why there were problems- but the same thing happened to me last year!
What is going on?
This is soooo annoying when items were for Christmas use.
Very disappointed.
Wish I had read thes previous negative reviews- as I wouldn’t have bothered in the first place !

Placed a order online then nothing at all, no contact, no updates, no delivery

I had spent the morning rushing around trying to find the last bits for my kids Halloween costume. I arrived at the store soaking wet and about to give up when Jessica (last working behind the till) asked if she could help. Not only did she know exactly where everything was but she went and got all of it for me meaning I didn't have to trail water all through the shop. Fantastic customer service. A real credit to your company.

Put a large order in for my children’s Christmas.
They cancelled half of my order.
Then when the non-cancelled items arrived, I was STILL missing two items!
I have been back and forth with customer services and they are refusing to acknowledge what I am saying, send replacements or refund me - claiming I have already had my full refund - I have NOT!!!!! I am absolutely furious and will be reporting to trading standards!’n

I place a large online order, received confirmation but after that all went quiet.
Had an email to say one item wasn’t in stock and had a refund.
Now, 10 working days had long gone and hadn’t heard anything about my remaining items and tracking wasn’t working.
I emailed to query this and was met with a response that was quite poor- blaming it on their warehouse move and instead of resolving the issue, just said they were cancelling and refunding- offering a voucher for my next order.
I personally think had I not emailed, my order wouldn’t have arrived nor would they have emailed to let me know it wouldn’t be.
Please stop allowing online orders if you can’t fulfill these because of the “warehouse move” as you are taking money but then people are having to chase orders to get money back and wait for the refunds to process.

I wish I had seen these recent reviews before I placed my order.
I ordered a £2 pen for my son for half term. I couldn't get it anywhere else. When my order of 2 items arrived, the pen was missing.
I called them thinking they would just send out the missing pen. But apparently they can't. I can either go to my local store (I said I couldn't) or I could place another order and they would refund the delivery. I spoke to the Customer service manager Helen who explained that there was no possible way that they can send the pen from the warehouse. And advised to go to a local store. I said I couldn't go to the local store which is why I ordered online.
I wouldn't have placed the order if not for this specific pen.
She again advised me that I could go to the local store. At this point I had to explain my personal circumstances as to why I could not get to a local store which is unacceptable and is discriminative.
I will not be bothering with the works in future and I would advise others not to bother either.

What a joke !!!!! Christmas 2023 placed order of books, toys etc all out of stock except a £2 memo pad. Didnt bother ordering in 2024 so this year gave them the benefit of doubt only to now receive an email stating everything was out of stock awaiting £29 refund out of £31 spent so £2 item will hopefully be sent. So much for trying to order ahead of Christmas another waste of time with books, toys etc. Wont bother with them again i am not impressed at all do you even look at orders !!!!!!

Ordered a puzzle on the 8th October. Selected delivery address as different from the billing address, as it was a birthday gift for my aunt who is poorly.
Received confirmation of the order, with my address as the delivery address so selecting separate delivery and billing address clearly ineffective.
The company response was lackadaisical and lacklustre at best, even considering my annoyance at having to pay twice for delivery, despite selecting the preferred destination of the item at the time of purchase.
Now it is 27th September and when I checked the courier service 2 days ago it said that my item hasn't even been dispatched by the courier yet as it wasn't received by them yet. Sent another complaint and still awaiting a reply. Awful service all round and not worth the effort and cheaper price. Am so angry and disappointed as this was a birthday gift and now nearly 20 days since I placed my order.
Additionally I have tried to post this review on the website twice and each time they have refused due to it being about customer service and not about the product.
I'd happily review the product if I'd received it at all, and not happy about my review being censored twice.
Absolutely ludicrous way to run a company.

Ordered 2 weeks ago and heard nothing, called today and told they can’t track it, they don’t know when it will be delivered. Apparently they have moved warehouses and having problems with deliveries, but they are still continuing to take orders, dispite huge backlogs! Shocking! I’ve requested a refund, wouldn’t order from this company again.

Awful, ordered online and my order never moved for days. Phoned up and got told by a rude male called Mathew that I was wasn't supposed to contact them as it takes 7 days to dispatch my item and was told this in my email after I had ordered, I wasn't told this before I had ordered. Another customer lost and one that won't shed a tear when they go into administration. TOTALLY AWFUL

Placed an order on October 1st received no updates whatsoever and when I checked it around the 10th it said a refund had been requested. I phoned up on the 13th and was told the item was out of stock hence the refund but told it was now back in stock so ordered it straight away. Two weeks passed again no updates phoned twice was told it is being processed however it is now being refunded again. Waste of time wish I ordered from somewhere else as terrible organisational skills and no updates whatsoever had to chase up myself both times. Ridiculous.

I ordered 8 books from the works and they took nearly 2 weeks to arrive at the store for me to collect. When opening my parcel, I only had 4 of the books I had actually ordered, 2 were books I hadn't even purchased and then some paint that I didn't even order. So out of the 8 books that I had ordered, I received 4 of the correct items, 3 completely incorrect items and 4 of my items were missing. I phoned customer services who then told me that those books that were missing were out of stock upon packing my order. They failed to notify me of this and hadn't even processed a refund for the missing items. I asked over the phone if the items that I had ordered were back in stock to which I was told they were. I then asked if they could resend the items that were missing from my order but they refused to do so and said the only option I had was to receive a refund but only after I returned the items that I didn't order ! I assume they wouldn't resend me the items due to the cost of the shipping but I think it's appalling that they have messed up and are not willing to rectify their mistake by sending me my items. I am very unhappy with the service I have experienced and I will certainly not be ordering from them again.

Honestly never had such a bad service for there online website, not only was my order 20 plus days late but missing one of the book from the exclusive set. Only till I rang up, they said they will give me a refund for that one book so Im left with a uncomplete set. Never had this type of experience from one of there brick and mortar stores

Customer service just advise to cancel your order rather than actually provide an update. I don't want to cancel my order I would like to receive it! Ordered 11 days ago, was okay with the 10 day delivery wait but called to get an update as still not been dispatched to be told no update can be given and I should just cancel my order. Told to call back on Friday - not that I can see much happening from now till then! Always been a good customer of The Works but this really has put me off.

Order took a long time to arrive and was only partially fulfilled. The main item I ordered (a set of football books)was apparently out of stock. I emailed CS to ask for a refund for delivery (3.99) as I would never have paid £3.99 delivery for the small number of items I did receive (in fact I never would have placed the order which makes me wonder if the books ever even existed in the first place and was it a con to draw customers in??).
They have replied refusing to refund delivery!
I’ve been a loyal customer for years. Will never shop at the Works again.
Terrible customer service.

Received virtually no communication then had one item refunded. Still not received my other items, very dissatisfied

Placed an order on the 3rd October - now 22nd October and no parcel. I have contacted them several times and got 1 reply - 12 days after ordering to say order is still within 10 working days and sorry for inconvenience. Have contacted them again, but heard nothing since and have not received my order. I am expecting to get an email in the future, cancelling my order and stating a refund will be on it's way. Funny that - after weeks of payment sitting in their bank account gaining interest, perhaps like thousands of other customers. I'm pretty sure there are rules against selling items you can't actually deliver to customers ! Like another reviewer has stated - report them to Birmingham Trading Standards - simple to do, on the home page you can either go on live chat with citizens advice or call them - it states they log everything and send a report through to Trading Standards. So they should then start a thorough investigation in to how many customers place an order and how many actually receive them ! Where is the money going to ? It's ............The Works account.

Absolutely brilliant staff at Tonbridge. So helpful and friendly. Nothing too much trouble.
Bought spray adhesive (£4) as “advised” suitable for my needs. Absolutely perfect. Great product, super price for spray adhesive. Did the trick.
Highly recommend both the stor and product.
Stocking “crafty” bits are great for a browse in store and ignite ideas!!
Lovely

Placed an order 3 weeks ago with money being taken immediately from my bank.
Dispute contacting customer services who at first said the order was being processed, social media contact, attempting to contact via phone no delivery.
Just received an email saying to expect a refund.
Very disappointed as I’m a long term customer who won’t let this drop until I get proper answers.