Sydney Tools Reviews 295

All Qld stores had trading hours for Anzac day as 1pm to 4pm. Traveled a great distance to find them closed. Even their voice message said all operators are currently busy.

Keep getting spam texts as I once tried to buy something from them which never arrived. Return texting STOP as suggested in their text never goes through so it seems they just don’t care. I will never buy anything from them again based on the difficulty I had getting a refund so I don’t see what the point of sending me texts is?

They sold me the wrong tool I returned 1 hour later and they refused to give me a refund, go to Bunnings instead.

Bought a 3 pack of step drill bits on sale from $150 to $70. Had to personally show them that they were on sale online to get the discount.
The drill bit snapped within a week and wouldn’t give me a refund. I get it that there consumables but I expect more from a pack worth $150

I had a limited budget, the kind of budget that usually leads me to the cheaper option and drooling over real tools.
Enter Jeremy with his phone in hand, he searched out everything Sydney tools online while walking us through isles of the best porn (tools) I've ever seen, multitasking to the max for probably 20 minutes or so, and all the ducks lined up in a row, he found me more than I was looking for and $16 under my budget.
Kudos Jeremy, customer service is everything.
Ray Collins

Sydney Tools, Archerfield QLD

I had a frustrating experience with Sydney Tools regarding a nail gun service.

I brought my gun in for inspection on 02 March 2026 and paid AU$35. I declined the full service costing around AU$311 and instead paid AU$132 for reassembly on 09 March 2026.

When I picked it up, the tool was reassembled incorrectly, with metal parts protruding, making it unsafe to use. I left it with them again, hoping it would be properly fixed.

In total, 23 days have passed, and I have already spent AU$167, yet the tool is still unusable. This has caused lost time, stress, and unnecessary expense, as I rely on my tools for work every day.

I hope Sydney Tools improves communication, quality control, and turnaround times for future customers. Based on my experience, I cannot recommend this service at this time.

I purchased a Gensafe GF2000 inverter generator from Sydney Tools Fyshwick during the 2020 Black Summer bushfires as a preparedness measure for a property in the NSW high country.
When operational, the generator itself performed adequately. My concern is not the product, but the after-sales service provided by Sydney Tools.
When the generator failed during a routine pre-season test in 2024, I returned it to Sydney Tools and was advised it would be assessed and repaired through their service pathway. I was told the process would take approximately six weeks.
Instead, the repair process extended to close to four months, with constant enquiries from me after the initial six-week period. Communication throughout was largely reactive or incorrect, and I repeatedly had to follow up to obtain updates. Expected return dates came and went, and at one point I was even advised that paying several hundred dollars in freight might return the generator sooner — despite Sydney Tools being unable to confirm where the unit actually was.
When the matter was later raised through a review mediation process, Sydney Tools explained that the delay occurred because the unit was “NLA” and parts were not readily available.
However, the service documentation records that the repair undertaken was simply the replacement of a standard NGK BPR6ES spark plug — a common and widely available component used in many small engines.
During the mediation exchange the explanation then shifted to the information having come from “another department”, accompanied by a series of apologies and assurances that the issue “will not happen again”.
Unfortunately the correspondence did little to clarify the situation. If anything, it illustrated the same concerns raised in the original review: reactive communication, shifting explanations, and a lack of ownership once inconsistencies were identified.
The irony is that mediation is normally intended to stabilise situations like this. In this case it managed to achieve the opposite.
For the sake of future customers, I sincerely hope they never have cause to rely on Sydney Tools’ after-sales customer service

ordered and paid for a double stack toolbox late November which was to come in early in the new year. 2nd March was two weekly follow up and no calls back and the offer to pay more for a larger toolbox in stock I still don't have resolution

I had the worst experience with Sydney Tools the misleading me I asked for vacuum for timber dust they give me vacuum for concrete work when I went back they advised me to buy another 1 and give this 1 away we talking $3000 vacuum

I purchased a Dewalt DCM5713N-XE Line trimmer on 19 October 2025 for $469 on the basis of the shop assistant's advice that I could buy a brushcutter adaptor if I chose to in future. On 5 January 2026, I attended the store and asked for the adaptor for that model. They checked my record to confirm the line trimmer model, located the the DT20657-QZ and sold it to me for $49 as the correct adaptor.

As the adaptor did not fit the line trimmer, I took it back on 1 February 2026. They conceded that it was their error. They also said the advice they had given me on 19 October was incorrect and that there was no brushcutter adaptor for that model of trimmer. They offered a store credit for $49 but refused a refund. Instead they referred me to their returns policy which states, in part: "We do not accept returns, exchanges, or refunds on any products purchased from Sydney Tools". I pointed out that the sentence in question goes on to say "unless required by law" and that I believe the Consumer Law would require a refund in this case as the item in question was not fit for the purpose I disclosed prior to purchase. As they still refused a refund, I reluctantly took the store credit.

I called their customer service number on 2 February and spoke to Angelica, who seemed surprisingly hostile for a customer service officer. When I mentioned my rights under the consumer law, she hung up. I called back and spoke to Sarah who was very courteous and apologetic but insisted that they simply don't give refunds. On 3 February, I received an email message, again denying a refund.

As the approach of Sydney Tools regarding refunds in cases like mine appears to represent a systemic disregard for the Australian Consumer Law, I lodged a report with the ACCC. They have responded stating, among other things, that:

"If you tell a supplier that you want a product for a particular purpose—and you buy it based on the seller’s advice—the product should meet your needs. If it does not, the product does not meet the consumer guarantee of fitness for purpose and the seller must fix the problem." ; and

"If a product you own has a major problem, you have the right to ask for your choice of a replacement or refund." ; and

"A product has a major problem when it" ......... "does not do what the business said it would, or what you asked for, and cannot easily be fixed."

I accept that $49 is a small amount and that I will claim the store credit at some point in future. Nevertheless, although I have spent significant amounts of money at Sydney Tools over a number of years without any issues, I do not intend to shop there again. I simply do not trust them to comply with the law if issues do arise in future. There are other tool sellers in Canberra with return policies and practices that exceed the requirements imposed by law and that price match. I would advise anyone wishing to buy tools to put Sydney Tools at the bottom of their list.

Good range of products. Non existent refund or return policy. Stick with Bunnings

I am a long-time Sydney Tools customer, but my recent experience with their loyalty program has been incredibly frustrating. Despite their policy stating a 3-year expiry, my bonus points (earned 27/12/2022) vanished before I could use them.

I did my due diligence and called ahead twice to confirm the final date of use. I was explicitly told by both Head Office and the North Parramatta store that the 27th was my final day. When the system failed to honor this and instead drained my newer 2024 points, I sought a simple manual correction.

Instead of a resolution, I was passed around between Angelica, Courtney, and Zahraa. In a final email, the company actually admitted in writing that their staff gave me the 27th as the expiry date, yet they still refused to reinstate the points. They acknowledged the misleading advice but offered nothing but an apology.

I have now had to escalate this to NSW Fair Trading. If you value your loyalty points, be warned: Sydney Tools' "3-year" policy is actually 2 years and 364 days, and their support team would rather apologize for an error than fix it.

Today I went to Sydney Tools in Hervey Bay
Upon entering the store we were given a friendly greeting by Brad , he asked us if we needed any help and took us straight to the tools we were after , he answered all our questions and had a great knowledge of tools we wanted
After our purchase he carried our tools out to our car
Was really good to have some genuine old fashioned service
I will definitely shop here again based on today’s interaction
Cheers

Purchased the incorrect voltage 12V instead of 18V, tried to change it for the correct tool. Not interested. I was quoted the returns policy every time I asked. Told I could sell the wrong tool on market place. Still want the 18V, but won't be purchasing from Sydney Tools.

Bought Milwaukee Combo kit which Trade Tools had for $13 cheaper including bonus line trimmer. To their credit they matched the price and assured me that marketing would approve the line trimmer bonus aligning with the Trade Tools offer. Ok, I buy the tool. Follow up about bonus line trimmer and no response from marketing. Ok, Christmas period, busy, I get it. Follow up 1 month after initial purchase, still no response after being told their is no record of this and the staff member who had served me had moved on. Surprise, Surprise! Sam at Stafford at least followed this up for me only to be bearer of bad news.... Marketing will not honour verbal agreement with sales staff. Tepid follow up from customer service. Never do business with these types. Cant be held to their word! Stick to QLD owned Trade Tools!!

Have never had bad service from the staff and manager until today we brought a pressure cleaner from them approximately 9 months ago has been in at least 3 months out of the 9 the service department is a disgrace no phone calls to say what is happening and the bloke we dealt with today was a disappointment to this company I have taken the matter to head office to see what reply I will receive from them always one that spoil it for the good staff

why this company made it this far i don’t know why, they could really really improve on their service. once you transaction with them. they don’t seem to care about you and really faulty products, they really should do better in all ways.

only reason i’m leaving 2 stars instead of 1, is there was one guy who tried to be nice to me , however the manager was really rude

YOU'RE ON YOUR OWN!!!!
They will happily take your money and waste your time with faulty products!
After being abused a week after purchasing the uni welder by a team member at the Sydney tools Morayfield branch I was most certainly not comfortable walking back into the store because that particular person told me to f….. off.
Having a few months ago by not knowing what to do, uni make themselves decided to see if they could fix the problem. The machine still came back faulty after driving over 100 km to drop it off at their service store.
Since then went back to Sydney tools Morayfield and the same thing I've been forgotten about and told them I had purchased a different machine. That way I could get back to work but they still would not refund the not fit for purpose product even after the huge amount of a headache they have caused.
Take your money elsewhere!
There are other tool shops that will be more than happy to help with any warranty claims and process them within a reasonable of amount of time you will be forgotten about here! Go Elsewhere

Sure they price match, but guess what happens when you try to buy at a matching price? Out. Of. Stock. Plus they take your money for our of stock items then make you fight to get it back