Sydney Tools Online Store

Very disappointing experience – Dewalt x McLaren Tool Box I purchased a Dewalt x McLaren mobile tool box online expecting a quality product, especially given the Dewalt and McLaren branding. Unfortunately, when it arrived, I was extremely disappointed with the quality. The tool box feels cheap, flimsy and poorly made, and certainly not what I… Read more

expected for the price.

The item had literally just arrived and was opened for the first time when I decided I wanted to return it. It was in brand-new condition. I took it back to the store and was told they do not accept returns.

I then contacted the business to try to resolve the matter and have given them the opportunity to respond, but my messages have been completely ignored.

Very poor customer service. When you spend your money on a product from well-known brands, you expect both quality and reasonable customer service if you’re unhappy with the purchase.

Based on my experience, I would think twice before purchasing from this business. Make sure you understand their return and refund policies before handing over your money.

DO NOT DEAL WITH SYDNEY TOOLS. No refunds, 14 day exchange policy, never call you back until you lodge a complaint with NCAT. TOTAL TOOLS IS THE OPPOSITE! Good to deal with, refunds with no questions, easy exchange and excellent customer service. I WILL NEVER EVER AGAIN DEAL WITH SYDNEY TOOLS!!!!! Sydney Tools has more negative customer feedback than positive.

Very Disappointing Experience I ordered a DEWALT 54V DCG418N-XJ Angle Grinder with a bonus battery and charger. The grinder arrived without the original box, wrapped in bubble wrap, with scratches, dirty marks and a missing part. I took it to the Pakenham store today. After checking the grinder, the staff member brought out a new sealed box of the… Read more

same model, opened it and took out the missing part for me. When I asked why he couldn't simply replace my grinder with the brand-new one, he said the sealed box was a kit worth more than $500 and that I would have to refund my purchase and pay more than $500 for it. I explained that it wasn't a complete kit because there was no battery and charger in the box. I also pointed out that the two grinders were exactly the same, but he still refused to swap it. When I asked to speak to the manager, he said he was the manager. However, he then said he wasn't sure whether the grinder I received was actually the one they had sent me. He wanted to check the CCTV and find out who had packed the order, and asked me to come back on Monday so he could speak with the store manager and decide what to do. This was very confusing and contradictory, especially after he had already told me he was the manager. I refused to make another trip because it is 15km away from my home and said I would wait at the store. He eventually called the manager and agreed to replace the grinder. However, they only swapped the grinder and still didn't provide the original box. Very frustrating experience. This could have been handled much more simply and professionally from the beginning. I'm sharing this review because I hope the store can learn from my experience and improve its customer service and processes. I don't want other customers to have to go through the same experience I did.

Spend over $5000 and parts were missing, emailed multiple times requesting this be sorted and no responce. Also noticed I was forced to pay for a Unloading Tray because a compressor was involved, got stung for $88 extra and the deliver it on a… Read more

standard truck and still had to manually lift it off after paying for the Tray Truck. Put a complaint in requesting a Refund of the $88 and how I would NEVER purchase off them again and end result, No Refund was given and No Replacement Parts that were missing were sent.

Great communication from Roselands branch who delegated the order to Campbelltown branch that had the tile cutter available in stock. Next day delivery from Campbelltown branch and finally, excellent product leaving a professional finish while being easy to use. Worth every dollar (Milano Tile cutter 63cm). Well done Sydney Tools. Show reply

Very helpful and friendly staff, great pricing and prompt service. Thank you. Show reply

Always deliver during expected timeframe. Customer Service can be slow, but they’re very informative once they do get in touch. Show reply

I’m very disappointed with my cancellation experience with Sydney Tools. I placed an order and paid by American Express, including the credit card surcharge. The order was subsequently cancelled and the purchase amount was refunded, but Sydney Tools has refused to refund the associated card surcharge. Their explanation was that the American… Read more

Express surcharge had already been remitted to American Express and was therefore “non-refundable”. I find this very difficult to accept. Having previously operated an online store myself, my experience was that when a transaction was cancelled and refunded, the associated merchant/card processing fees were also dealt with as part of that reversal.

What is particularly frustrating is not the amount itself, but the principle. If a customer no longer receives the goods because the transaction has been cancelled, I do not believe the customer should be left paying a surcharge attached to a purchase that ultimately did not proceed.

I have raised this with Sydney Tools, but up to now they still refuse to refund the surcharge.

A very disappointing customer service experience, and one that has certainly affected my confidence in buying from Sydney Tools again.

Purchased cordless dewalt grinder as part of a dewalt promotion. Came with bonus battery and charger. Sale went through no problem. A day later was emailed to say sorry we have no stock we will restock from supplier so there will be a delay. Three days later I am told I will be getting a refund. That whole time I could have gone to Bunnings or… Read more

Total tools or any other shop to get this deal and they refund me after the deal is finished. Unbelievable. Sydney Tools is now on my blacklist. I don't care what deals they have.

Don’t make the same mistake I did! Sydney Tools sold me an $869 karcher pressure washer that doesn’t work. I returned it to their Fyshwick ACT store within 30 days as per their website instruction and was told it was a special order and I couldn’t get a refund. They would get a karcher rep to collect it and fix it. No offer of a replacement since… Read more

apparently they don’t make the machine anymore. They assured me someone from the store and their karcher rep would be in contact with me on the Monday to confirm. 1 week passed and zero contact, I called them and was assured someone would call back, nothing, tried calling again, same thing happened. I also tried emailing them and contacting the store where the order was picked but received no reply. I finally got an email from the Fyshwick store requesting to put me in direct contact with a karcher customer service rep so that they could then collect the machine from the Fyshwick store?!? I thought this had already happened as this was the story they told me initially. After requesting a refund they said they would need to take the request to karcher for approval?!? And that ‘they would be back in contact with me’. Going on previous performance, I’m not liking my chances of any proactive action. I’ve now reported this company to the ACCC since under consumer law the customer has the right to a replacement or refund, both of which Sydney Tools are making very difficult to receive.

Be careful when you buy something from Sydney Tools and you would like to exchange it. They have a seemingly strict no returns policy for change of mind. Which now has influenced me to shop elsewhere.

Purchased a ego lawn mower set from a promotion online on the 8th May. Received the order confirmation on the same day and later on another email saying that 2 items are out of stock. I have been trying to get an update, at least give me an ETA, for almost a month now. They dont' reply my email at all. When contacting the order@sydneytools.com.au… Read more

they ([Names Removed])give me the same reply. Thank you for your email. I can confirm that I have passed your inquiry onto our Forrestdale branch. They will contact you accordingly. If there's anything else I can assist you with, please let me know. When you try the live suport, [Names Removed] gave me the same reply and the live support even went offline when I asked to cancel my order and have a refund.

I have filed a dispute with Afterpay as I have no idea whether I will ever get the items I ordered. 3 mistakea made... 1. Not doing research of the merchant before placing an order. 2. Assuming I won't be able to place an order when the item is not in stock. 3. Using Afterpay as payment method. Lesson learnt.

Untrustworthy? I made an online order two weeks ago for PPE. It was allocated to South Nowra, which has done nothing to actually ship the order and has also not contacted me in any way. Sydney Tools central seems entirely ambivalent to the situation as well. So, if you like actually receiving your orders, perhaps try elsewhere?

Best not to order online from these doofus's. They send orders to whatever store they think might have stock. If the store doesn't have stock , even though the website says they did, they will just sit on the order indefinitely and not contact you at all. Making you waste time and money chasing things that have had payment accepted. But no attempt at delivery. They are stuck in the stone age.

Unbelievably poor service. Item purchased online as in stock, 10 days later with no shipping advice received, I start making inquiries. Three emails and four phone calls later, I’m informed that the product was not available in Victoria and had to be sent from WA. Staff just don’t care, and online support is non existent. Just reaching someone, anyone that is prepared to follow up on the matter, is a major exercise in itself.

No refunds! Only store credit. Tradies beware - these guys are rogues. Absolute terrible customer service. I was told by other trades not to buy there and now I know why.

Sydney Tools refund policies are predatory. They wanted to charge a 20% restocking fee for cancelling an online order within 24 hours of making the purchase, item hadn't even arrived at the store. However, they're more than willing to be flexible and waive the fees if you do an exchange, especially if the exchanged item is of higher value.… Read more

Fortunately I did need to purchase something else, although I would have gone elsewhere for it, had I not been coerced by their ridiculous policies. Sydney Tools, the money you save by charging restocking fees must surely pale in comparison to the amount of sales you lose by generating bad will with your customers. I will certainly never shop at Sydney tools again, even if it means I can't get the brands I want. This model of doing business, where you squeeze every bit of value possible out of your customers while providing the bare minimum of services possible, just isn't good enough anymore. I'll just take my money to a competitor that treats customers fairly and with respect. In the end, you lose.

I ordered 2x Click and Collect on the 13th. The store emailed on the 14th saying they don't have the stock, and they'll let me know when it's available. Called them on the 19th, and they said it's coming from "the warehouse" and will be 3-4 weeks. Told them I wasn't aware I was pre-ordering and they'd already charged my money. They dgaf. First and last order from Sydney Tools

Ordered and paid for product online on 20 Nov. Got a message on the 21st saying they were checking stock. Then nothing, followed up on 9 Dec still no response. It is now 16 Dec! They are very bad at looking after customers.

Bought 1 thing from Sydney Tools and years later they are still spamming my phone with SMS. They give an option for unsubscribing but still send on spam afterwards anyway. Report them to ACMA.

An unbelievably bad experience. I purchased a $700 ladder online in a Black Friday sale for store pickup. The item was clearly marked "available" at the desired store and several others. Alas, nearly a month later, it is still not available. This is despite being told there are 70 odd in the warehouse, but delivery to the stores in NSW can take 2 months. They are very quick to take a payment, but the customer service from HQ beggars belief!

Online website said ETA 8-16 days, once I paid, they emailed me ETA approximately 4 weeks. Now it’s the 7th week as I post the review and still waiting, they said 4 weeks was just an approximation and refused to refund. Extremely poor customer service and follow-up.