Sydney Tools Reviews 295

I've given 2 stars as instore experience was great (Brookvale, Burleigh and Townsville) but the online experience just so horrible it really has put me off . If it states item is not a stock item I would look elsewhere . 6 weeks and 90% of my order only just dispatched , poor communication and slow response times (days) to emails or long wait times on the phone . I have dealt with this family business since their very first repair & 2nd hand store in Dulwich Hill and whilst I admire the extent they've grown , there's a long way to go with the online experience . I could have pieced this order together on eBay in well under 2 weeks delivered .

Lets start from the beginning
I ordered tools online for a collect in store pick up.The tools I ordered being worth 4k I then received a rude phone call from one of there staff members accusing me of being a Thief. The staff member then said you have been seen on our cameras with items walking out the store I then replied items that I paid for ! .Don't bother spending money at a place when your treated like rubbish constantly back and forth phone calls chasing up my orders and still not even a good enough reason on how long it will take to arrive ? @SYDNEY TOOLS ALEXANDRIA definitely needs to get new staff and customer service.These people are oddly useless

I bought a $179 set of XTORQUE, "so called stainless steel rated" drill bits two weeks ago and I snapped the 3.5mm drill bit on the first attempt to drill the hole on the stainless-steel door frame. Then I tried a 4.2mm drill bit but I couldn’t drill the hole on the stainless steel, I managed somehow on the other standard steel profile.
I returned the drill bit set the very next day and made a complaint. After two weeks my complaint was rejected, saying that it was a misuse of the tools. Just letting you know that I am a very experienced 54 years old tradie and that I use to use Sutton tools drill bits so far very successfully and still have my 4 years old drill bit set (just missing some of the smallest drill bits) that's why I went to buy a new set, but I burned my fingers with this choice I made. Never again Sydney tools and never again XTORQUE brand!
I just bought a set of new SUTTON TOOLS drill bits set which is really designed for drilling stainless steel and paid $155 for it a total tools shop. I am going to report Sydney tools to ACCC.

omg, they say if its urgent contact us via online chat opens 730 am...
815 am still no one home.
email dosent get verified
its the worse online store ive ever used
wish i read these reveiws first and widebirthed these clowns

I bought a hammer drill at Sydney tools , there only 1 left , but is was faulty, bring back try to exchange or return, managers refused they decided sent to Mikita and check it . Was more than three week now no response, every time I go there and they said wait .look what this Sydney tool retail try to do with the customer, suds a peace of sh*** Poor manage people poor store , ripped off customers. What kind of business they do and handle.where are these people come from, out of the world. God’s shake. Worst than a peace of sh***

Unfortunately I have to give them 1!

Utterly shameful customer experience. They assume everyone entering their store is a thief even when you are financially far from ever needing to think about stealing.

Go to total tools they will match any price of these clowns and do it with respect.

I can suggest not to even deal with sydney tools, nothing but rip off's bought a makita saw and it crapped its self and sydney tools won't honour the warranty even tho it was only 3 weeks old.
Do your self a favour and shop at bunnings or total tools

Avoid this mob, I ordered 4 click and collect items, none of which they had in stock. I ordered them Friday morning, come Saturday afternoon I still hadn't heard from them, so I went in to the store.

They gave me all the excuses under the sun, and when I asked for a refund, the old guy gave me static, and told me to come in the following day and talk to the manager about it.

It's their money now apparently. I could only imagine the dramas you'd have with faulty items and returns.

My advice, go to Bunnings instead

Never order a tool ONLINE.
It will take an eternity to arrive.

The staff is rude and the call wait time is unbelievable.
I really hope there will be a good competitor to put these people on track.

bought a tool and used it, found was not performing the way I expected.
no refund, cause product is used and nothing they can do.

Found a cheaper price of Makita charger combo kit at Bunnings, went to Sydney tools to price match. The staff asked the boss of the store to deal with me, when the boss came, he just checked it on computer, found it’s same model, same product, but he didn’t want to price match, and what he said, “you can go to bunnings to buy it, we cannot do it at cheaper price”. That’s what the website said”Best prices guaranteed “? It’s really funny and doggy words. Definitely Not Recommended (Preston Store, Victoria 3072)

What can only be described as the worst customer service I have ever experienced. After weeks of no reply to valid warranty claim, the faulty unit had to be sent to NSW from regional WA at my own cost. The tool cost was $150 and the return freight was $129. Their written response was "we cannot be of further assistance in this matter" and no further correspondence. Having already waited 6 weeks for a "stock" item delivery and 4 weeks of emails back and forward, I just gave up. Never again.

Here’s a summary of Sydney tools’ performance in an email I sent recently:

’Hi Sydney Tools team,

Another week gone and there is still no resolution to my problem. What the f&$? Do you guys do there? It’s surprising a business can survive this long with such poor customer service. This is beyond a joke.

Here’s an overview of your efforts to date:

- Sydney tools doesn’t deliver my order for 6 weeks after ordering on 30 Dec 2021
- I contact you on 13 February 2021 informing you that the cable reel hasn’t arrived
- the response I received is ‘take pictures of the items you got’…..as if this somehow provides any benefit to you. This info is sent on 20 Feb
- I get a call sometime around the end of February advising that you have cable reels at your stores and that I can pick it up (I paid for f$&@king postage!). I am advised that I will get a call back to ‘sort it out’.
- in the next call I get back, I’m informed that it will be posted - it has never arrived and I have still not received tracking information. Another month goes by…..
- 4 April- I enquire buy email about the status of the cable reel. No response
- 1 week later, I’m writing this email for an explanation as to why nobody has contacted me or when the item will be posted.

Given the amount of time that has elapsed (3+ months) and the amount of my own time I’ve wasted writing emails and taking calls from you, I’d like to lodge a formal complaint. Can you please advise on how i can do this?

I’ll also be requesting that once the cable reel does arrive, that I’m compensated for the pi$$ poor customer service I’ve received to date and the amount of time I’ve wasted writing emails and speaking to you without resolution of the problem.

Been waiting on a tool box for 4onths almost 5 now lmao this is sad I've had emailed customer service asking when am I getting it they tell me we are getting in contact with the shop and shop doesn't get into contact with me. I'll be going through consumer affairs now. No more contacting Sydney tools worst customer service I have ever experienced in my life.

They send the Police around to your home if they find out you intend to complain to the shop manager.

Purchased Oxy /Acetylene kit faulty out of box I returned it to store for a replacement was told by staff no replacement is available it needed to be returned to manufacture for repair, I tried to explain it was needed to complete a job they didn't care & told me to buy another one, I left it with them still waiting for some answer from Rutherford store nearly 4 week now. DON'T buy from Sydney tools you will do better else were. Mick O'Rourke

I ordered several items early March. I later received a notification email, saying one item was a non stock item (something I didn't realise at time of purchase), so delayed delivery. With no further advice & no estimated delivery date, I later followed up the order where they promised to call me back same day. I didn't hear back from them, so I made another call several days later. Same promise. Again, I didn't hear back from them. Third call and over a month after order placed, I've received an email saying the entire order is expected to be delivered mid June, which is over 3 months after order placed. They advise that I can pay extra for a split delivery, but they won't cover those costs. This is a company that seems content with poor customer service outcomes. Don't recommend.

Will never order from these again, first order was a heated jacket never worked from day dot never replied to me so $200 lost.
Decided I needed a few items for work and locally didn't have what I wanted so tried these again some 2 yrs after my last experience.... Honestly do not waste your money on this rude company, ordered on 28 th March heard nothing ten days later so contacted them to see what's going on, got email saying don't worry you are in the picking pile waiting, 9 th April still not received items, my local now has some stock so as I needed them quite urgent for work I have purchased then, still waiting on order from this company frustrating

Worst company i have ever dealt with. Once you give them your money. They ignore you! They do not make good on warranty! If you order anything online and its out of stock well good luck getting your item or a refund. Same old story "we will sort it out and call you back" THEY NEVER CALL BACK. Currently have a dead $300 battery thats been in the store for 4 months and keep getting told "We will refund you" HAVE NOT BEEN REFUNDED! IGNORED! . I have called and been to the store over a dozen times and the useless company just WON'T DO ANYTHING.

Bought a $1100 Jack Hammer which stopped working the 3rd time it was used and less than 2 weeks after purchase.
Returned to Sydney Tools and they said it would have to go away for repair.. it was 2 weeks old.
Had to buy another $1100 one as I needed the job done.
Staff said No replacement even though it was only used 3 times.