Sydney Tools NSW, Wollongong

Taking my business to Total Tools from now on after dreadful customer service experiences at Sydney Tools, Wollongong, NSW. Purchased a $20 ratchet set in their Black Friday sales, and returned it unopened and unused within 6 days to get store credit. My intention was to use the store credit to buy a more expensive ratchet. The sales rep made out… Read more

that it was impossible to refund, even after I pointed out that the original salesperson said I could do a change of mind if I didn't open or use the set. To quote the second rep's response, "Why didn't you point out to the first rep that we don't do refunds?"

So it's my fault that the first rep told me contradicting information?

My response, "Sorry, but why am I being held accountable for Sydney Tools delivering conflicting information?"

Gets even better, he replies back "He (the first rep) should know better. He's a manager. But we still can't do anything about it".

In the end, they agreed to do store credit. So I grab three tools that total $70.50, expecting to just pay $50.50 difference. $20 credit + $50.50 = $70.50. Pretty straight forward.

But no, they charged $70.50 to my card and told me I'll get a $20 credit to my store account in 2-3 days.

Even better, they rip up my origninal store receipt that I'm supposed to get the credit for. So if it doesn't land in my account I have no way to prove that. I guess I may have to rely on a bank charge back - what fun.

Disgraceful customer service and dishonest behaviour.

So long, Sydney Tools.

Very happy with my shopping experience – Just wanted to say that I’m very happy with the professional service and knowledge that these guys at Wollongong Sydney Tools store provide to their customers,very happy and can’t recommend them enough.10/10 Show details ·  1

Great and easy service – Quick and easy. Knowledge across all tool ranges. Fair pricing and well set out floor plan. Would refer all other tradies to the fairy meadow store