Machine Mart Edinburgh — Attraction in City of Edinburgh

Very disappointing experience. I run a catering trailer and my previous generator decided to stop working. I poped in to machine mart on the Sunday to enquire about a replacement generator. They didn't have what I needed in stock, if I came back the next day Monday he would order and it would be delivered Tuesday at some point. So arranged to come back with cash the next morning. I arrived he then said it would be Wednesday delivery. Ok I could live with that Wednesday came and went I contacted the manager at 17.45 who guaranteed again it would be there before 18.00 Didn't arrive I couldn't stress enough how important it was i get it when agreed as i need it to work. If it hadn't arrived by Wednesday I would be back to take my payment and buy elsewhere. I went back to store to speak to the manager, who was off!! He hadn't passed on any information at all to the assistant manager so he was clueless as to why I was there. I was told i couldn't get a refund because they dont hold cash and I would need to come back after the weekend when they might have taken enough cash!! I asked to speak to an area manager and was told this was impossible and it's not company's policy?? The manager said he had also organised for direct delivery to my home, when speaking to the supplier it was to go direct to store I managed to speak directly to the supplier of the generator who stated it would arrive until friday at the earliest and wouldnt guarantee a next day delivery Which meant no work for the week!!! If the manager had been honest from the start I could have made arrangements to either buy elsewhere or hire a generator for the week

I would not recommend buying from here as I feel I've been lied to from the start, Ive lost a weeks worth of work, I felt I wasnt really given an option due to the lies and miss information from the manager. My complaints have been ignored.

Very stressful and disappointing...

I have spent thousands here since it opened and had to return something recently which was not a nice experience! They offered me a credit of the full amount or 10% restocking fee - I opted for the credit and promptly tried to buy some work gear but they didn't have what I wanted (not my fault) so they said they would refund me less 10% I explained it wasn't my fault I couldn't use the credit, I was a good customer and all my staff are sent here and I really didn't like the restocking fee and asked for it to be waived. They explained that some people use their tools and bring them back once the job is done for a refund hence the restocking fee. In these circumstances I fully agree with their policy! however, I was returning a sack barrow unused and unwrapped therefore sought leniency or discretion. They refused pointing to the back of the receipt where there was a load of fine print to fine to see never mind read and also to the typed up paper they have on the front counter. I explained I wasn't happy and spoke to the manager to see if he could help. He just pointed out the same policy which I can't dispute...... I was told to complain to head office which I did! they emailed me a standard copy of their returns policy........ I am not disputing their return policy, just think it is ridiculous to fall out with a customer for less than a fiver! I will spend my thousands at screw fix and tool station in future and urge you to do the same as Machine Mart do not respect their customers and don't deserve us. If there was a minus star I would use it! A lost customer and a bad review - was it really worth it for...

Utterly appalling customer service & a flagrant act of discrimination. I visited this store to purchase a battery charger & was wearing my lanyard to indicate my mask-exempt status. Upon seeing this I was informed that I would not be allowed to browse the store but I could browse a catalogue & products would be brought to me. I asked for confirmation that if I was wearing a mask I would be allowed to browse the store & the staff confirmed this was the case. I pointed out this was illegal under UK equality legislation but was met with mere shrugs of the shoulders & an assertion that this was company policy. Upon stating that company policy cannot supersede the law I was met with more shrugging shoulders.

This store treats some customers like 2nd class citizens, I advise you not to use it. I’ve made a formal complaint to the MachineMart head office & a similar complaint to Edinburgh Trading Standards will...