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90 days no changeover
Sydney tools policy on the return of a product for warranty purposes found defective and replaced by manufacturer will only allow the customer to have in exchange the same product. They will not refund or exchange for a more suitable product. Ridiculous company policy.
The reviewer stated that an incentive was offered for this review
Refreshing Customer Service
I visited the Orange NSW branch that recently opened.Was met by the salesperson Paul Peters.I know the difference between someone doing their job and someone being sincere.Great service and thank you for keeping good spirit alive!
Avoid like Hotel Quarantine.
In December 2020 on Boxing Day I purchased a Bayer BDVS550 drill press from the Garbutt store Invoice number 5503639. They didn’t have one in stock for sale but had a “ Warranty Return” at the rear of the store for me to have a look at. A couple of employees showed it to me but they could not get the motor to work (I now know it was just the safety interlock in the off position). I went ahead and ordered and paid for it anyway along with a better keyless chuck, MT2 drift and a step drill. Nobody contacted me about when my order would arrive so ...throughout January I kept checking only to be told there were none available and that the warehouse had 52 on back order. Eventually I told the staff if it doesn’t arrive soon I would like a refund. A couple of days later I had a call to say it had arrived so I went in to collect it. The salesperson brought it to the front of the shop and it was fully assembled, not in a box. I noticed the height adjusting handle had been fitted incorrectly just like on the “warranty return” unit. When I asked if it was that one he replied “No it’s new, they arrive fully assembled”. By now I had waited long enough so I let him think I believed that nonsense and they carried it out to my car. I then had to wait until February for the MT2 drift to arrive to swap the to the better keyless chuck I had purchased. In March I became annoyed by the lack of accuracy so thoroughly checked every part of it only to find a large crack in the cast iron table where it attaches to the column. I returned it to the Garbutt store where a warranty claim was approved by ******. I asked for a receipt and was given invoice number 14621621. 19th March 2021. I returned the base, column and cracked table to Sydney Tools in Garbutt. 26th March 2021. Having heard nothing I called in to the store and was told by **** that the replacement part had been approved but they didn’t know when the truck would arrive. 31st March 2021. I rang again and spoke to [Name Removed] who transferred me to the person who handles warranties, he didn’t give his name but I have met him before. He didn’t know when the truck would arrive. 7th April 2021. I called into the Garbutt Store and spoke to **** who tried to phone and see when the truck would arrive with the replacement. He had trouble getting through so he printed a copy of this form (14621621) with my contact number on it. To save me waiting he said he would call me. He didn’t.
If it wasn’t for bad service there would be no service at all!
Sydney Tools simply don’t care post sale/commission cheque. No follow up from [Name Removed] or [Name Removed]. They promise the world and give you an atlas!
No limited offer or limited products mentioned on purchase and swap advertisement.
I called the store twice today and the last time was at 5pm. Advised by sales team that this offer was until closing 8pm. On arrival after traveling for 1hr 20mins I was told the deal is over and offered a single battery???
These deals are scams to get you in the store just to buy other products. The self that the sales guy said was empty would of held about 10 tools. Sydney Tools a massive let down
I placed an order for two tools and had trouble with the rather opaque ordering process. After giving my credit card number etc, I got a reply saying five attempts to pay had failed so the order was on hold - contact us.
The chat system did not chat - you can only leave a message which might be replied to in 2 business days i.e. next Wednesday or 5 days away. There is no email address. The sales/support telephone number does not work. Now I don't know if I will be billed or not, and if I can cancel the order safely.
Come on, guys! This is no way to run a business.
- Sydney Tools
Website reviews maybe censored
I submitted a review on their website for something I purchased from Sydney Tools 6 weeks ago and the review has still not appeared. It was not a very positive review for the product, so I can only concluded there was either a technical failure or they are selective in which reviews get published.
Just as I ordered
Ordered this retractable extension lead. Was advised ready for pickup on the same day.
Jack Scott did an excellent job.
bent drill bits
bought a set of X-torque hex shank drill bits 11 months ago when they were on sale. Being a DIY person, I only used them recently. I found some of the drill bits were bent and took it back to the Pakenham store where I purchased the item. They replaced the set- like for like. When I got home I found the same drill bits were bent! So I returned to the store and said I would rather buy a better brand and pay the difference. To my surprise the store manager said they could only offer replacement and no refund because it has been 11 months! Basical...ly I would have to keep returning to the store to get a replacement set until I was given a set that is not bent. Disgusted, I just walked out of the store and needless to say will never buy from Sydney Tools again.
Worst customer service youll ever come across
Stay well clear of this mob , if you need tools grab them from other shop . Zero customer service , one of the worst I've come across. Their return policy doesn't exist even if product is faulty . Hello fair trading. I will never buy or recommend these to anyone . Stay well clear , their prices aren't the cheapest either
Great service from Christian, we feel we have a good deal because of their flexible approach.
Very friendly and flexible and knowledgeable.
Shop elsewhere! Like Total Tools
We purchased $3k in batteries and Makita fans to run our Quarantine Hotel. 8 weeks later we still don’t have 2 broken fans back!
Terrible service as I’ve made 8 phone calls chasing it up. Total Tools so much better
communication needs to improve
Ordered something that was supposedly in stock hoping to receive it by the easter weekend as i need it, needless to say, that hasn't happened and i ended up paying more for it at a store, should of just bought it online, would of been cheaper AND i would of had it sooner. Have asked for a cancellation of the order last week and they can't even do that, the only tools they have are their employees, totally useless. NOT HAPPY!!!!!!
After speaking with Daniel yesterday i was able to get a refund and have the funds that day, considering th...
Do not shop at Sydney tools
I wish I never used Sydney Tools to upgrade my cordless system. It has been nothing but poor post sales customer service since day one. I went into the Dulwich hill shop to return/ repair a faulty charger and grinder. The manager there was so not interested or helpful. just said leave it here and will be ready in 3 weeks. I tried to explain I live 7 hours away and am in Sydney on a job. He just couldn't care and repeatedly stated the store policy. Instead he could of given me some options to at least get my job done. Without a charger, I don't ...have a tool kit. Ended up going to Alexandria as they have a repairer in store. spoke to the manager Chad who had been contacted by the main office to ensure I was helped out. Straight away he was rude, dismissive and not interested in helping. He told me I could f*** off out of his store if I didn't agree. As I was leaving an assistant Quan asked if he could help and actually was great. As I was talking to Quan, Chad came from behind the counter and walk past me, saying in an aggressive manner "what are you looking at? are you trying to intimidate me?" As he was getting way to close into my personal space. I felt like his next words were to ask me step outside and sort it out like men as he was giving off such an aggressive vibe. So it's been almost 3 weeks and I haven't heard anything about the faulty tools I was sold and the number on the return docket is no longer connected. I have had terrible post sales service from their Coffs Harbour store, Dulwich hill and Alexandria. I will never shop at Sydney tools again. I will never recommend Sydney tools. In fact I will go out of my way to not recommend people purchase from this chain.
- Online Store
Excellent customer service.
Dealt with a gentleman named Harrison over the phone when asking questions about a generator, Harrison not only knew all the answers but helped me get a better price on shipping. I was prepared to wait 4 weeks as the product I was ordering was a pre-order yet again, Harrison to the rescue found one at a store in NSW and sorted that for me within a very impressive time frame. More than happy with my experience with this business.
Great Sales staff
Will from Dulwich Hill was really helpful over the phone, he was knowledgeable and organised everything to be sent to me. His manner is the reason I bought the Makita Brushcutter from Sydney Tools and not from the competition. Great service, very happy.
Pick another online store if you want to actually get your delivery.
I live in Sydney myself and it took 3 weeks before I heard anything about my order which was to say that it had been returned to them because of an incorrect address. They promised to resend. When it finally arrived after another 3 weeks (!) it was the wrong item. They had mixed up my order with somebody else's. No wonder the delivery was returned to them. Trying to then get a refund was almost impossible. I sent photos and attachments of my order and the paperwork that came with the parcel, but nobody paid any attention and kept telling me...ridiculous nonsense about the other guy's order. I finally got the refund, but not after a lot of hassle. How can they expect to compete with all the other companies offering online stores when their service is so appalling?
Best service when it counts!
Patrick at Dulwich Hill has gone above and beyond for me when dealing with some after sale support.
He personally took charge of the situation and made sure it got resolved - start to finish.
Good service is easy during the sale but it's the follow up that really counts.
Patrick - you're a legend.
This was the best service i've ever had
I was served by the store manager Brendan, he was extremely helpful, & went out of his way to help me find what i was looking for, so awesome service from them. I'd previously been to another store but the service wasn't the same. I will always come back to this store now. Big thumbs up for this store.
- Online Store
Never use again. Feels like scam
Ordered a product online for click and collect at my local store. Item showed in stock. Waited for notification that item was ready to collect. 1 week passed no update. Contacted store to be told that item not actually in stock and needs to be sent from other store. Another week passed and I contacted the store again to be told that it hadn't arrived yet and I would be notified once its ready. 4 weeks later I contacted store again to be told no store has stock and they are waiting on the manufacturer so supply more. I asked for a refund. Its be...en over 4 months since order placed and no product or refund yet. I ordered another product which also stated in stock in local store over a month ago and same issue. Still no product or update from the store. They have taken money off me twice now and no product. Still trying to get refund. Never again
Questions & Answers
I'm in Western Australia all your contact numbers I ring are not working I want to ask a question and place an order my number 0421191518 thanks
Thank you for taking your time in reaching out.
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