Still no contact. Don't shop here!!
Finally got a lame contact email last week but still no result or refund from a faulty product over a month ago. Poor service!! Don't know what their problem is!!
Will continue to submit a new review every day here until I get finally get a refund. Consumer affairs complaint also submitted,
- Verified customer
Good inshore service, mediocre online
Bought the DeWalt DW745-XE online, for a store pick up at Penrith. That was the 13th December. It took until the 31st December to actually pick it up, thanks to the staff at Penrith who made the personal effort to do so (via an early morning drive to the supplier). So, in store service, fantastic. Tolerated my annoyances and went above and beyond service-wise.
As for the online experience... room for improvement. Cannot get basic information regarding order whereabouts. Compared to many other online services, comes up very short.
- Verified customer
Too frustrating to be called a joke. Never again.
Multiple calls with hours spent on hold, stopping my incoming business.
Multiple assurances "It'll be sent today" & "We'll call you back". Never done.
Multiple incomplete or lost jobs costing me squillions.
Warranty time between purchase date and delivery date wasted.
Eventually got an AusPost tracking number, but it's not valid (yet???).
Item went on sale after "claimed" sent date. Wouldn't agree to send freebies to make up for the difference, but did issue a store credit. Just read another review here, stating store credit only allows you to buy selected clearance junk.
Store credit What a Joke !
Just made my last purchase from these scammers I have just paid for a makita pole saw kit ( partly purchased because it came with a $200 store credit, ) buyers beware that a " store credit " should really be called a " selected items that sydney tools want to get rid of credit " as that would be a whole lot more accurate than calling it a store credit ! Don't bother trying to find the t&c's prior to making your purchase either they only come up once you have handed over your hard earned.
DO NOT BUY FROM
Do not buy online from these people. What should be no more than a 5 minute process has been turned into hours. they will take your payment but will not valid it the sale until you have the 2 amounts they put to your credit card. when a statement arrives a month later what good is this. Any for of help is non existent when phoned.
Most good hardware stores will match prices anyway
I spent over $1200 on tools and was told via phone I would have my items in 5 business days. When I did not receive a tracking number after 3 days i contacted Sydney Tools both via phone and online chat. For 3 days straight i contacted them to be told the items were going out that day, coming home to find out they had not gone out. The following day (a day after my items were meant to arrive) I was contacted by the shipping manager who told me their website had made a mistake and i must pay a extra $120 shipping for him to send them. I was app...alled. Had I been told this on day one i would of reluctantly paid it how ever this late is simply disgraceful. I decided to ask for a refund which tool another 10 days to be deposited in my account. Do your self a favour and avoid shopping here. Most hardware store will match prices and will offer much better service.
Helpful customer service staff! Very happy customer :)
I placed an order on the weekend. The payment method I selected was direct deposit, thinking that I had paid via my credit card. However after contacting about my order, the staff were able to take payment over the phone and get my order sent out the same day... what great customer service! Sydney Tools you have really impressed me :)
No Customer Service
I had an order that I put through and then received it with missing items needed for a job, took photos and emailed on the day, had no response. I received an email later that week after another two emails sent, they passed the buck and sent it to another department or depot. two weeks after and still nothing back. worthless
Got back to me after the review, fixed the problem after a bit of back and forth.
GREAT CUSTOMER SERVICE
I placed an order for my husbands birthday and then got in contact with one of their customer service representatives to find out how soon I would get my tool. I was told that it was already in the queue to be dispatched but that she would contact the dispatch team to ensure it was sent out today. Literally, 30mins after the call, I had received tracking details. Amazing!
This was my first purchase, but I sure will be making many more!
- Verified customer
They have cheap prices but don't always have the stock. Fix this and get 5 stars!!
This is the fourth time I have ordered from the Sydney Tools online store and an order has been either sent incomplete or not at all. I've tried collecting from stores but no difference. It's not the fault of the stores, they haven't got the stock to give. I have ordered DeWalt, Makita, Milwaukee gear. No matter what, there always seems to be something missing.
I reported this to their customer service staff and received great support from their customer service and the manager from their Port Melbourne store. This has considerably changed my opinion and reduced my frustration.
Today is 25 September 2019 and I live in Sydney. On 17 September I ordered stock of pocket screws in large quantities from eBay Australia, a Canadian store off Amazon, a US store direct and three varieties from Sydney Tools. The EBay Australia ones arrived first (Melbourne origination), Canada second and US third. Nothing from Sydney Tools. I contacted them..... still waiting for that too.
Ordered a couple of screws. 2 weeks wait! WTH nothing inc checkout to advise. Spoke to [name removed] on chat. She said deal with it. Better off picking in it up from store. Going to bunnings to get my gear. sorry. wanted to support an underdog, but they are aliens!
I dealt with Toni and found the service to be really good and responses prompt! He also switched around a cordless tool kit for me that better suits my needs, but all the while, keeping the same low price with the redemption offer intact! Shipping was really fast for all the things that were in stock upon ordering!
Good service and value for money!
Try getting a refund
After receiving a Milwaukee tool in which l ordered l quickly realised that it wasn't what l was after, next day l returned posted it, two days latter Sydney Tools received the package, now 5 weeks latter and nine phone calls and on hold for about 3 hrs total l still haven't received a refund. It is now the staff telling me it's because it wasn't returned within 14 days, l have proof from Australia post tracking they received it 3 days after l received the item. It's now fair to say that l will never again purchase another thing off Sydney Tools nor will l give anyone who is prepared to listen anything positive in regards to Sydney Tools.
Still waiting for the refund!!!!!!!
Shocking service. Keep away.
Ordered online, asked a question following purchase, no reply. Waited a day, asked again, no reply. Paid for insurance on shipping - still yet to get a “confirmation email”’to say they’ve even posted it. I called the store first and they said they had stock, so why after two days haven’t they posted it? It would have been quicker to buy it from Bunnings despite the price difference, I now have to wait for delivery meaning I can’t do the job at the weekend. What type of company COMPLETELY ignore customer emails? Wish I’d never dealt with this awful company. I’ll tell everyone who asks about them to avoid at all costs.
- Verified customer
Absolutely shocking company to buy from, by far the worst I've ever dealt with!
Long story short: I've found this company to be completely and utterly untrustworthy, and after a long string of delays and what can only be deliberate deceit, I'm making the decision to NEVER deal with them again, no matter how CHEAP the tools might be. All the negative reviews you can read online are true, shonky practices, swapping out items without any notification, delays in processing orders, delays in checking on orders, and God help you if like me you need a refund issued because they can't fulfil the order!
It appears they REALLY want...your orders, and your money, even if they can't supply what you've paid for! I've spent the last 2 months simply trying to purchase a power tool, which after many, many, many calls from me chasing it up, (because they almost NEVER call you back), and the stories and assurances have ranged from: - the order hasn't progressed through our system yet, it will today - the orders still progressing through our system - it's held up for some reason - we have one in stock now and it will ship asap
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Questions & Answers
Why don’t you reply to customer emails? I’m a business and I reply to my customers, especially ones who have paid upfront for something.
Hi there, I placed order in store pick up one month ago but didn't receive any notification for picking up. Order no ST304551. Could you please track it?
Why is Sydney tools customer service so poor, they are misleading claiming to have sent items purchased at a particular time when its blatantly obvious they have not. It should not take just on 2weeks to receive your in stock item, that's appalling, what's more who wants to be told it has been sent more than once when clearly it has not, and why does it take a phone call 5 days post purchase to remind you to send the item in the first place. It's pathetic! I buy on the net regularly 3 days from Sydney if it's sent promptly not 11 or 12.
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