The Works Stores Limited Reviews 

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.

agree with previous reviewer customer services abit hard to contact that being said staff at my local merry hill amazing, one comment though you get two 500 pieces jigsaw for £12 or two 1000 for I beleive £16 but I do 500 and wifey does 1000 so we do not get any discount ?.

Never received my order and have emailed them several times asking for updates. Not using them again, as my order has been missing for almost a month.

Order made on 24th September. Delivered to store late. When collected only two of 8 items were sent. There was no note as to why and I was sent no email. I chased this several times only to receive a reply on 18th September telling me that I was to receive a partial refund - no information as to the sum being refunded and no explanation as to why the items had not been sent. Terrible customer service.

I ordered on the 2nd October and still not had delivery!

I ordered 5 books on 20 September but only received 2. After contacting them several times about the missing 3 books, they finally emailed me on 10 October to say they were refunding me for these 3 books as they could not fulfil the order. They did send the refund but I didn't want a refund - I wanted the books I ordered! 2 of the books were for reading on holiday - I had to buy some in WH Smith at the airport and the other book was for my grandson who kept asking me when it was going to arrive. I will NEVER order from The Works again.

Really disappointed. I've shopped here for years and never had an issue, I love this place for stocking fillers or general crafts for my little ones. I typically go into town and buy things but I wanted to use the wider selection online this time. Over 2 weeks later and the items still have not been dispatched; it has surpassed the extended 10 working day timeframe. I contacted the works and I got a very poorly written email back saying "sorr" and how it was within the 10 working days. I'm not sure that person in customer service is able to count working days, or perhaps they are told to just fob customers off at this point given the rise in poor reviews on here lately.

Not sure when or if I will receive my money back or the items, but it's certainly put this long term customer off returning. I hold a grudge like super glue.

Wrong tracking info sent, had to cancel my order
I ordered the books for my daughter’s party, hoping they would arrive in time. Received an email 6 days ago saying dispatched so thought would be fine, checked tracking yesterday and said was delivered but couldn’t find the package. Spent 15 mins on hold to speak to someone as I couldn’t track the package as it kept saying my postcode was wrong, it was because they had sent me the wrong tracking info. Have had to cancel my order now as hasn’t even been dispatched. Tried to review my experience and they wouldn’t post it as it didn’t ’meet the guidelines defined by our third party adjudicator’

I contacted my local Trading Standards via the Citizens Advice Bureau and they sent me a template letter to to cancel my order and obtain a refund. Remember when buying online, everyone in the UK has a 14 day cooling off period where you can cancel orders and obtain refunds.
The Works emailed me apologising for their procedures (apparently they are changing in favour of customers); they also stated that the goods I had ordered were out of stock (at no point was I told that during previous conversations.

I shall be receiving a refund in 3-5 days. However, if I don't receive a refund then I shall go back to the Citizens Advice Bureau for advice and will pursue the matter through the Small Claims Court.

In the meantime, the Citizens Advice Bureau have passed my complaint to Birmingham Trading Standards. If you want your money back and want to complain about The Works' shonky behaviour then call Birmingham Trading Standards. The Works HQ is in Birmingham

It's almost impossible to leave a negative review on the service provision and faulty product - I wish I could attach a sceenshot with "Unfortunately it did not meet the guidelines defined by our third party adjudicator." Well, judge for yourself..

The Works took the order and our money. Didn't deliver it and gave us no comm son this - it took us to email The Works before they acknowledged this and then provide a refund many weeks later. Terrible customer service.

Placed my order on 1/10.
I tracked it a few days after, for it to say a refund was being issued. Tried emailing customer service but had no response.
Today is the 17th. Tried tracking again and it said it couldn't find the order, so I gave up and called customer service.
Lady I spoke to sounded bored, disinterested, like she didn't care. She asked for my order number which I gave and I said it should be under my name, her response was "yeah I see that".
Said my only option is a refund cause it hasn't left the warehouse. No apology, no explanation, nothing.
Serious lack of communication, lack of care for the customer. Also pretty sure I was supposed to be asked gdpr questions because the calls can be recorded but I might be wrong.

After 21 years, I felt I was forced to quit due to bullying by the area manager. I put in a grievance against her but they allowed her to suspend me whilst this was ongoing. My job title has gone within the company and I believe this is why this happened. I informed the company it was a conflict of interest to allow the area manager to investigate me but they didn't want to know, saying I have no choice because she is my area manager. It was a whole mess and I felt like an injured animal backed into a corner, unable to defend myself.
I am heartbroken I had to leave this way, I had made many friends throughout the years, some customers even knowing me by name. Staff said I was the glue and apart of the furniture and when I said my goodbyes to some of them when my contract ended, they said they didn't understand why this happened and that they needed me, they said the store was struggling without me. I really do believe the area manager hired our new manager to 'get rid' of me and they managed to get 2 of the staff, who were my work besties to join them. I was absolutely heartbroken that this happened and still can't believe they would do this. I will absolutely miss my regular customers and friends, especially little Gizmo, my Sunday best friend (doggy customer). I have felt I was going to lose my job since they started making me train the staff up to be keyholders but I thought they would at least give me some redundancy. I guess this way was cheaper :(
I finally got my grievance notes a week after I left but I haven't read them because what can I do with the information now I'm no longer employed with the company? It will only cause further mental health issues within me and I've lost complete faith in getting any support from them :(
After all this though, I really wish some of my team well and hope we can stay in touch.

Placed an order for six games for my grandchildren. Paid for delivery. Weeks later I received a book ‘Twilight’ which I definitely did not order and would never read. Still no games. I emailed customer service who informed me my parcel had been delivered , yes a parcel had been delivered - a small book I had never ordered - but not the six games that were on my order!
Sent off another email asking for a refund now because I cannot trust this company to get my order right or even deliver it. If the company are interested my order number is 37791200

Absolutely poor service ordered books on the 9th checked my orders and its not there despite email saying thankyou for your order use my order number given and it shows nothing money been taken out of bank emailed them twice asking where my order is and still nothing from them no email nothing definitely will not order from them again

The shops and staff are always great but online - its worse than woeful. Always super late, hardly any details/email updates, the customer service is equally late and give very little details. I received half my order nearly 4 weeks after ordering - when I questioned where the rest of the order was they didn't even know what had been sent. The rest of the order is now out of stock and I'm hoping to get a refund. They are making changes to their dispatch centre but they are managing it so poorly. Between the disaster of the Christmas 2024 delivery service and this time (second chance I thought) - I've never shop online with them again.

Was in the works at Glasgow Silverburn and seen a book in the store window . Couldn’t find it in the store and was help by Mark , who got the book from the window. Top marks to Mark .

Ordered the duck Advent calendar for my grandaughter. For it to arrive bashed in one corner and covered in blinking stickers covering the windows you open each day that rip!!! Dispite emailing photos it took 2 emails to get a shirty email stating they can not replace it but will issue a refund.
Well haven't received a refund as yet .

Ordered some items on 21st September, did not see that they are currently saying 10 working days for delivery as it is only noted quietly on the website. Anyway fine, waited 10 days, nothing. Looked it up and saw all these reviews. Appalling. Still waiting now on 13th October. Had email from Evri 7 days ago saying they are expecting it and it should be with them within 48 hours but they still haven't received it. I contacted the Works to cancel my order, a few days later they emailed to say they can see it has now been delivered... no, it hasn't even left their warehouse. I have told them such but still waiting for a reply. They have my money but no intention of delivering it seems. Do not use them. Con artists.

The Works makes Corner Piece jigsaws.
The quality of the jigsaw board is poor. They havent improved it for years and its prone to peeling on all edges of pieces, perticularly on corners and the rounded lugs which join the pieces together,
There are much better quality jigsaws out there for similar money. Until they improve the quality of their board I won't be buying any more of them.