Andrew Buckley at Sydney Tools Castle Hill
Had an issue with a missing part on a new product I bought from Sydney Tools. After 15 months finally rang up as the angry rude customer - had run out of tolerance. Guy there called Andrew Buckley told me I had every right to be pi**ed and set about sorting the issue for me. Within forty eight hours had the part delivered to my door! Andrew Buckley I will be back to buy from you in the future. Fixed a problem caused by someone else and never flinched from the job!
All too common ignorance of basic business skills
I do almost all the servicing & repairs of my cars, my wifes car, the lawn mower & all my 2 stroke gear. I needed a 35mm socket & a couple of other bits and pieces. As usual, I checked the website to confirm they carry this size, then I confirm that stock is physically in the store I will be picking it up from. On my day off, 14 hours after I called to check stock, I turned up at the store to find there is no stock, has not been for weeks, but it is here now, out the back actually, but will probably be two days until its on the shelf, because,...'you know how it is'. This is one of the biggest problems I face when I am buying specific items from suppliers. I want to buy local and keep as much money here, but people wonder why so many buy online....
Good Sales support - Very poor Warranty support
The Sales Support were knowledgeable and helpful.
However - Sydney Tools appear to be focused heavily on sales, not on supporting customers with a valid warranty problem.
The Sydney Tools warranty support was unresponsive (to both emails and phone calls), very slow to provide committed rectification and very frustrating to deal with.
Multiple failed commitments to call me back and so many inadequate excuses.
Sydney Tools appear to have poor process in place to correctly document warranty progress or what they have committed to.
So many promises and so little action.
An exhausting experience.
Poor Service & Condescending Staff
Ordered online - took longer than expected to get shipped and when it came the box had obviously been previously opened and resealed. The ninja straps I got were just thrown in the box tangled - only 2 out of the 4 were still attached to the packaging.
The whipper snipper was already partially assembled and missing a part.
Got told to take it in store where they couldn't be more rude. They wouldn't listen to me they just kept saying I assembled it wrong didn't matter how many times I told them that it came like that they either just didn't care or couldn't be bothered.
Now I have no whipper snipper and I don't have my money back to go and get another one.
Will never shop there again.
A pathetic company in shame of Australia
I needed a tool for a very specific application. After consultation with one of Sydney Tools "Professional Experts" I was sold the "The" tool which would to the job.
On the job site, I used it for 10 seconds and the tool was finished.
Of course I brought it back and demanded my money back.
Australia's "Professional (crooks)" only could tell me: "That's unfortunate, but because you "Used" the tool, we can't refund you the money.
Nice. Thank you Australia, for having policies in place to screw the people.
What a pathetic company. But...- Sydney Tools reflects the overall "policy standard" for Australian people. I'd rather buy my tools overseas, and have them shipped to Australia then continue to support Australia's filthy, shameless policies on - in this case - "returns.
Service complaint resolved to my satisfaction
Update to previous review of unsatisfactory customer service & beating of a competitor's price, was addressed with a belated apology & refund after corresponding with store manager & staff from Sydney Tools head office.
- Verified customer
Under promise and over deliver
I needed a number of Festool and Makita tools for our joinery workshop. We were served by Nathan who seemed to know every model number of everything in his shop. He was a great help throughout and gave us on-the-spot pricing for everything. We then received all the tools quicker than he said, amazing work!
Great Advice and Great Service
Mike Power from Castle Hill, had great advice and knowledge on what tools to purchase. Wasn't pushy, didn't try to sell me something I wasn't asking for. Very polite, friendly and easy to talk to. Ill be asking for him in the future.
Thanks Mike, much appreciated!
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