Sydney Tools Reviews 295

please read their return and refund policies before you make any purchase from sydneytools. they hardly offer returns which I ended up to keep their faulty battery and they kept my nice Hard working money.

Knowing that none of the actual stores near me had all the products I need for an urgent project I placed an order online .. after one week from placing the order I still hadn’t received my items so I contacted the customer service which off loaded my inquiry to another department that were surprised I was put through to them because it’s not their department and they couldn’t help me.. I called back the following day to check the status of my order and they told me it’s in a queue to be picked and I asked why the long delay? (I purchase online all the time and even overseas packages arrive within a week) and the customer service consultant told me it takes up to 14 days for dispatch!! And when I asked her why it doesn’t say that clearly on the website for transparency she told me it’s in the terms and conditions!! and that I should of read it… I find that deceiving and misleading …
After that when I mentioned that it has never been a good experience shopping with them online she called me back right away and told me that my order has been picked and ready for shipping…
Now it’s been a week and not even an email update that it’s on the way/shipped…
Sydney tools online store and customer service , SHAME ON YOU FOR LYING, DECEIVING AND A HORRIBLE SERVICE.
Never again will I shop with you

Pathetic customer service
I attended my local Sydney tools asking for help in regards to a part for my pressure washer, I was told they couldn't help, I mentioned that they advertise the part I was looking for online, I was told it wasnt a part they kept in store, I was ok with that and asked could they order the part for me, I was advised to attend a competitor's store and they may be able to assist. I know very little in regards to the part and even where to start looking, yet I was advised to source thread size information to which I have absolutely no idea how too.. this was my first experience with Sydney Tools and will be may last, I got the impression some people don't like working Sundays

Dont not buy for Sydney Tools.
I purchased a Makita drill set. The set included a hammer drill, impact driver , two batteries and a charger.

On the first use of the drill 24hrs later, the head of the drill broke off from the main body of the drill. This is regarded as a major Fault

I promptly returned the drill to the store and requested either a refund or a replacement. Of which I know under Australian consumer law is my right (also confirmed by Consumer Affairs on the phone).

They said it must be returned to Makita for repair.

Not happy I asked to speak to the manager, of which he understood my problem but didn't have the power to do anything. He suggested I call head office.
I called head office and the customer service rep said the same thing. Sorry, I don't have the authorization to do a refund or replacement.
They then directed me to send an email.

So I sent an email, demanding a replacement or refund but no answer from them

Its been 3 weeks since this started. No word from Sydney Tools even about the repair.

Im now in the process of filing a VCAT application.

Sydney Tools should be ashamed of its self.
Go to bunnings where you can and at least they they will give you a replacement.

Omg, I'm going to have to check on trustpilot for every internet purchase. Sydney tools are shocking. I thought I'd buy from an Australian company I'd be protecting myself. The $1250 nano polisher I brought, I took get care with. It started to make a nasty grinding noise while polishing my car wheels. So, I sent it back. No word, months went by, started calling emailing. Finally got some person named Renee, saying

I can confirm that I have reached out to our returns team to confirm if we have received this return. Once I have a response, I will be in touch.
I've had the same email twice, I even contacted my courier and got a copy of the delivery docket with their signature on it.
I know you have it. It's been 6months, with no word. I'm I going to get my polisher back or you just waiting for the warranty to expire.

One star is way too many. Purchased a Husqvarna lawn mower in April 2023. Damaged and rusting. Now July 2023 and STILL trying to get this sorted and rectified. Store does not return calls. Absolutely appalling customer service and their head office is no better, can't get through, but when you do noone answers and then it hangs up on you. Lost customer here. BE WARNED AND STEER CLEAR

It's been a total of two months since I placed my order. The first time I contacted them, they had no idea my order had even been put through, after a month I received 2/10 items. I'm now at month 2 and still haven't received my items.
Customer service wasn't even aware of how to use their own website.
I couldn't wait for them to do their job so I could do mine and have since ordered and received items from CHINA in 1/3 of the time and half the price.
Absolutely disgusting this is how an Australian company treats its customers. You try to do the right thing and buy local only to be treated as though you don't exist. If I could give negative stars I would.

Avoid them like the plague.

Don't buy , very poor customer service.
Worst store is gregory Hills nsw.
Store manager James os very unprofessional
I bought brand new kacher patrol pressure cleaner , spending almost 2k with some extra accessories
just used 1 hour and it lost pressure.
I went back to the store, on 26 April, and they told me to bring it back to them.
I took the pressure washer back and they told me to contact in 4 to 6 weeks. I waited 4 weeks and called them, without even checking. They said call back in 6 weeks.
I contacted in 6 weeks, they said that they have nothing to do with this, I have to contact karcher directly as they no longer deal with karcher.
They wasted my 6 weeks and also the store manager James is a arrogant person. So much attitude.
I said I bought from your store, so why I have to run around for this, I bought to use it and now I don't even have pressure cleaner , I lost the money. Having dispute and arguments at home.
Please everyone .

Dont buy anything from gregory Hills store , very bad staffs and manager .
Also if you really need to buy something, buy else where , but not sydney tools

Best TIG ever. Easy to use, small, powerful and new collet system is great
I’ve gone from an older inverter TIG to the new Razor 200 and wow!!! New T2 collet system is fantastic, easy to use, small and powerful. As for Customer service I would like to say how imprssive the Customer Support from Unimig is. Its the true sign of a good reliable Company. Having just bought a Unimig Razor 200 TIG i had an issue with one of the funky T2 collets. Fantastic collet by the way. I contacted Unimig re the issue, possibly caused by my lack of knowledge and Petros Madzinga responded promptly. After explaining what happened and sending photos, Petros didnt stuff around, and said they would replace the collet. Imagine my surprise when 2 days later i received a full T2 kit with all collets, rubbers, lens's etc. This was far beyond what i had hoped they would do. I would have been happy with just the one collet! Thank You to Petros and Unimig for exceptional service!

Having just read this, know your rights!!!, they cant refer tou to manufacturer warranty....

Check accc consumer rights for major failures, you are entitled to repair with a reasonable time (i allowed 6 weeks), if not possible you can get a refund or replacement.

If they dont play raise a complaint via the online form at fair trading , at thw same time raise a chargeback to your bank/card provider.

If all else fails take them to tribunal, irs an easy pricess, you can also claim your time getting to this point, and you will win if they havent adherred to the accc.......

Buyer beware, while the price is good, the service certainly is not, the stores don't adhere to the ACCC when it comes to return/refund/repair... this means you could be without your tools for an in definitive amount of time while they try to repair! - don't expect a refund or replacement to which you are entitled!.... and when you try to resolve, don't expect the management to support

Found item I wanted online showing as in stock
Went to local branch to be advised nil stock in all shops as their systems aren’t accurate
Ok then please order me one
Order placed
After 2 weeks on follow up advised they had not ordered as other team member went by system info showing local stock
Local team apologised, and then re-ordered
Followed up one week later to be advised, it was not ordered because head office has instructed for customer to pay for freight
Paid freight just to get item over
Waited another week, no reply
After calling them every other day, got told item now here
Trying to recover the freight charge and now being told to deal with management directly who advise to deal with head office directly. When you called head office, they instruct you to go see local branch. No one in this company will take responsibility for their actions. Terrible poor service any discounts you do make on the tools
Are not worth the effort would definitely recommend anyone not to use this company as I will never use them again
Still chasing refund and now seeking legal support

2 Online orders start of January with store pickup. 3 months later still waiting for some items. Took what had arrived. Requested refund for non arrivals. Store could not refund & said head office had too, provided I give my bank details!!!!! 7 days later, no refund yet. Email customer service, they say store to refund, store will contact me. Store call me & say it's head office issue & store can't refund. I said give me cash, can't do. Apparently head office have now arranged the refund but it won't process for another 7 days.
Questions:
1. How can they take money for products not in stock?
2. When they can't supply, why does the customer refund get delayed, by 2 weeks at this stage?
Products are good but obviously supply and management are bad.
Think its time to chat with fair trading, this is my 3rd order with delayed supply due to no product.
1 star is too much credit for the business and how it's run.

Customers and managements 🔈 🔉 🔊

Today @ 2:00 pm on 2/4/23, i went to Dandenong store to buy an Ego chainsaw, but unfortunately, what the salesman did ended up police involved🤦🏻‍♂️

- i asked him if i can see the chainsaw please, he said Noo, i said i need to see the product before i buy it and he said i am not gonna do that, i said what do you? Whay are you talking like that? I said, "Can i see the manager, please? He said i am the bosssss, and i dont want to sell the product to you and leave the store.""" i said I will not do that, and he said, "Leave or i kick you ass😡 while he was yowling at me the other man ran from counter started yowling, saying fk off from store or i will call the police and said call police! i said i will not move from here.

The police came and we both said what happened then police nicely asked me to leave the store and talked to me outside at the car park then they wet back to talk to them again.

Note: becouse me as an Asia type looking person, the guy had terrible behaviour, and that's whay i waited till police come so i can tell that i didn't create the problem. They were trying humiliating me at the store front of evryone.
Sorry for long comment.

DONT PURCHASE FROM TOTAL TOOLS - EVEN WITH A DISCOUNT PRODUCT ITS NOT WORTH IT!

I purchase a welder online Thursday night and paid for priority shipping to be delivered Friday evening from 3-8pm as advertised.

i took Friday afternoon off work and did not receive the product. On Monday i get a response saying the product will be delivered later that day, causing me to take a 2nd afternoon off work which i still didnt receive.

On Tuesday i am advised i will receive the delivery at 4pm, causing me to leave work early again and it didnt come til after 7pm.

I paid $80 for priority/same day service and they refuse to refund the money blaming the couriers for the delay when they sent me an email saying it was in their warehouse on Monday.

This has been the worse customer service i have experienced with constant lies that they will get back to me within an hour and i have to follow up hours later.

Less than a star
Extremely poor customer service
Refusing to exchange new faulty product
Stay away from this company
Rude and unhelpful

I bought a Multihead Tool Combo worth $899 with an Attachment $249, I picked up from the store the attachment and Combo they said 3 days they'll call me for collection, three past and they did not call so I called them, any update? no update and I felt they were upset that I called, so they asked me to call tomorrow, the next day I called, and they were more upset that I followed up, he told, Hey mate give me 3 - 5 business days Ok? aww well, 5 days past no call from them, so I called for the third time, any update? he said I'll check what is available instead! but where is my order?! put me on hold for 10 minutes and he hang up instead of telling me what he found or giving me any update, so I decided to go to the store, I told him I want a refund for the items purchased, here is the invoice, I waited for 15 minutes, then he checked and said no refund I can make for you your order is more than $1000 and I cannot refund it, only a manager can do it, I was very upset at this time (in my head no order and no refund), I told him to refund me the $899 and forget about the $249 for the attachment, he said, that I can do, 10 - 15 minutes he was trying on the system, and he has no clue what is he doing! finally, he refunded me $350 on cash and $548 on the card, I took the useless attachment and I left the store, then he came to my car and said, sorry, I need $50 cash, and I will return it to the card! I came back to the store he did that, I left the store and said to myself I'll never come to this store or buy anything from them, I have left with a complete waste of my time,$249 attachment that is completely useless to me, and being treated terribly.

Returns are bad.. You can't return an item even if unopened after 14 days.
Customer service is bad --> unfriendly staff.

I suggest buy elsewhere in case you need to return. Staff or customer service is bad anyway.

stay away. Bought tool less than 2 years with 3 year warranty from the Archerfield store and not even interested in helping

They come across as a inexperienced company when trying to order online. There website seems to always be incorrect by way of stock levels. When ordering online there is zero communication from the staff when there is an issue with the delivery or supply of the item. I guess they don't believe in keeping the customer updated. When I finally received confirmation from Sydney tools that my online Click and collect was ready to pick up location was changed from Preston to Port Melbourne Victoria. After calling the store in Preston they informed me that I needed to travel to Port Melbourne to pick up the item as they were not prepared to send it to Preston which is where I originally wanted and arrange to pick up the item and they were not prepared to deliver the item to me directly. If I was not happy with their option, the offer was bad luck get a refund. When I placed the order I needed it urgently so I ordered what was in stock according to their website. I like the test a company services online with lower and items first just in case something like this happens. I am so glad that I did not order my welder through them. I personally recommend staying away from Sydney tools, the online store and click and collect service. The service is not what it makes out to be.

Steer clear of this company. They advertise as they can supply the products. However to be found they aren't even in the Australian market or discontinued. I followed up and questioned after two months on the order. Then reluctant to refund your cash. Promised 5-10 business days, and now almost a month, nothings refunded. Absolute disgrace.