At Axminster Tools, we are committed to exceeding your expectations in terms of performance, quality and innovation across the whole spectrum of customer service and product selection that Axminster has on offer.

We know that if we attract, retain and invest in the best people, we will deliver the best results for you, our customers. We will listen to you and take ownership of your enquiry so that you can be confident that you receive the high quality service we always strive to achieve.

Our ethos is to hold fast to social, ethical and environmental values making sure we are the best we can be to those who work for us, both directly and indirectly, and the environment and communities around us.

Our customers are located in over 100 countries around the world with a global supply chain purchasing from every continent. By being diverse through our people and operations, we can deliver a strategy which will enable us to succeed and excel in our services and offering to you.

We are committed to being an environmentally friendly company and have been operating our main office and distribution centre on a 'zero to landfill' basis since 2014. It is company policy to ensure that the business has the least harmful impact on the environment. We have reduced the amount of plastic in the packaging of our own products in our warehouse and have replaced this with sustainable packaging materials. We greatly respect your privacy and will do our utmost to keep the information you provide to us secure.

We promise to:

Put you first

Our knowledgeable and friendly team are here to ensure you get the most from your Axminster experience, however you choose to interact with us - online, in store or over the phone, wherever you may be. We will be friendly, professional, polite and considerate at all times providing you with accurate and clear information.

Work together

Our priority is to deliver a high quality service and this can take time. We aim to understand your enquiry and work with you to resolve it, meeting your requirements and delivering on our promise. We aim to tailor our offering and service to suit all of our customers, supporting them in ways they want to be supported, whether online through our website, by email, face-to-face in one of our stores, at exhibitions or by a member of our B2B team visiting them in their workshop, place of work or through one of our international partners.

Take ownership

Take ownership

We believe that our customers should be able to discuss any requirements with us with one point of contact; ensuring continuity, quality of information and a faster resolution time. At times, we may need to pass your enquiry to another department or colleague; we will tell you who will be dealing with it and when you can expect to receive further communication. We will take ownership ensuring you get the help and support you need.

Supporting you

Support you

We will treat you as individuals and take responsibility for your enquiry ensuring you get the support you need to exceed your expectations. We are committed to supporting our local and the wider community through a variety of schemes. Each year our Head Office chooses a charity local to the East Devon area to support and raise funds for. Our stores are involved with other charities and the communities local to them.

Being honest with you all of the time

We will be open and honest about what we can deliver; we always aim to get it right the first time, however, we will recognise where we have gone wrong. We learn from our mistakes to help improve our service for the future.

Share our knowledge

We pledge to provide you with an experience that will make you want to return to us for all of your tool buying needs. We are committed to sharing our knowledge with our customers through online content, publications and through our specialist teams with the aim to create a global woodworking community. We continually train and develop our colleagues' skills to support all of our customers offering a unique experience.

Our expectations of you

Please treat our staff with respect and consideration; this allows us to be open and honest with you at all times.

Always provide us with all the information we need to deal with your enquiry; by working together this enables us to successfully deal with your enquiry in the most efficient way possible.

We will take ownership by you following our specialist guidance, advice and support. We can ensure that you receive the high quality service we always strive to achieve.

We listen to our customers; we learn and develop from you sharing your knowledge and experiences. We welcome honest and constructive communications ensuring where possible, we can improve our products and develop services in the future.

We can support one another with clear communication and an understanding of each other's expectations.

We strive to deliver a high quality service, always putting you first and ask you to engage in a way that guides and motivates us to achieve this.

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