I ordered an advertised HiKOKI twin-pack angle grinder sold by The Tool Stop Staffs Ltd, a “trusted” marketplace affiliate via B&Q Marketplace. However, only one of the two grinders was delivered. After I contacted The Tool Stop Staffs Ltd to query the missing item, they repeatedly failed to answer my direct questions about whether the missing 115mm grinder would actually be supplied.

Instead, I was instructed to return the delivered 230mm grinder first, with the assurance that the correct twin-pack order would then be “sorted”. Because their responses were evasive from the outset and consistently avoided answering straightforward questions about fulfilment of the original order, I became increasingly concerned that they had no intention of honouring the order.

Nevertheless, I returned the grinder promptly at their request and provided tracking confirmation once it had been successfully delivered back to them.

My concerns ultimately proved justified. Instead of resolving the issue or confirming fulfilment of the original order, The Tool Stop Staffs Ltd simply processed a refund without explanation and ignored further messages asking whether they intended to honour the advertised order at all.

The whole process caused considerable inconvenience, as I had purchased the tools specifically for an ongoing project which has now been delayed. I had also already purchased compatible 110V plugs and related accessories for tools that were never supplied.

The refund itself is appreciated, but the conduct of the marketplace seller was extremely poor throughout: partial fulfilment of the order, evasive communication, misleading instructions, and repeated failure to answer straightforward questions.

Given the manner in which the order was handled, and the representations made during the returns process, I believe B&Q should review whether this seller is behaving appropriately as a marketplace affiliate.

This is not what I would expect from a retailer presented through a major brand marketplace.