HEIGHTech Safety Systems

Quick and responsive – Very easy to deal with, respond quickly to emails / calls and quick to despatch. Overall a good business to deal with, much faster to ship than something like total Tools or Sydney Tools. Also a lot faster to respond and easier to contact.

Really bad customer service – Ordered a pair of boots that were too uncomfortable so needed to return them. Told they were a 'special order item' so pretty much stuck with them. No explanation why I can't return them. Was from a a major supplier so doesn't make sense. Would never order from these guys again.

Worst customer service. Overpromised and under delivered – Ordered a harness. After purchase was told item was not in stock and would be a special order item. Was then told item would be 2 to 4 weeks for delivery. After numerous phone calls and emails was told item would now be 6 to 8 weeks before delivery. Poor communication and could not advise of when product could be supplied. Was hard to get any answers from staff. Had to ask for refund as they had no idea when item would come from supplier.

Great Store, plenty of stock and good technical support – Great store , they have all the best brands, I was able to hang in my kit and try different types of gear, before I purchased .. they have a customised training centre , so I was able to climb in my gear.. Rodger

Good Experience – I ordered a tether plate and a karabiner, only hours after placing an order a technical consultant put my order on hold until he could speak with me on the phone because there was an incompatibility with the product I ordered. I'm glad that they have people in their business with knowledge of product checking orders before they are sent instead of just sending items and I'm stuck with 2 incompatible pieces

Terrible to deal with – I ordered online from this company, 2 boxes of Prochoice safety masks as their price was better than anyone else's. But when I got to the shipping, I decided not to go ahead because it seemed a bit excessive so just left it in my cart whilst I kept browsing. Sometime later, I think the next day, as I hadn't proceeded, I got an email from Heightech… Read more

offering free shipping 'to sweeten the deal' which I thought was great. This was obviously an automated email generated from their online shop software on abandoned carts. My online shop has the same thing.

So, I enter the free shipping code and proceed with the sale. This was on Nov 18.

Nov 30, I ring their 1300 number on their site to enquire as to the status of my order and the receptionist told me I could only enquire via reply to my order confirmation by email. So I went and did that. She told me someone from sales would get back to me. Two days later, I still hear nothing so Dec 2 I ring again and again was told to reply by reply email to the order confirmation. I explained I had already done that so she said, " I'll see if I can find anyone to take your call". I was put through to a young sounding fellow and explained my enquiry. He said, " do you share your credit card with anyone else?" and I replied "no!" to this rather strange question. He proceeded to say that my order was collected by someone o0ver the counter in store. I said, "how could that be? I live at least 500km from your nearest distribution centre (Brisbane) so it wasn't me. And why would you hand it to someone in store when it was an online order with a shipping address?" He then started getting narky. I was glad I had him on speaker phone so that my husband heard how he was speaking. He then said," where did you get that free shipping code and I explained (as above) that it came in an email after I abandoned the cart and was the reason I went ahead with the order. He asked it like I must have hacked it somehow, as if they don't have free shipping codes or something. So he went on to say that he would have to look into it and get back to me next Wed (5 days time - 3 business days). I asked why he can't look into it now since I've waited 2 weeks already for my order and rung enquiring twice and he then said in a slow, condescending voice, "I HAVE TO CHECK INTO IT TO FIND AN ANSWER FOR YOU" I got rather offended by this attitude. It went downhill from there. I said I will get onto my credit card company and have the charge reversed if they are not willing to do more than that because I had already waited so long and it was apparent it was on it's way to me. He then told me that it was only $50!! I said it was MY $50 so I guess he assumes that a $50 order was unimportant to the company he works for. If that is the case, then our company will certainly not be spending another dime with Heightech. Just because a first order is small, does not mean a future order was not going to be significant. All orders should be treated with importance. He did say they responded to my email enquiry but I didn't receive it. So they just refunded my credit card. No apologies or anything. I find the attitude from this young fellow quite rude. I would never order from them again and would not recommend online ordering to anyone else. Nothing to do with the product so to buy instore is likely fine, as long as you don't get this young fellow on a bad day, I guess.