Fighting 6 months to get refund!
Ordered a low profile trolley jack online.Been charged by credit card. The next day,one guy called me said it was out of stock, it will be restocked soon. One month passed,no response. Contacted them and requested refund. They beaten around the bush. 5 months passed,still no refund.End up to contact trade fair. Got refund in 3 days since then.
Sydney Tools Nothing but Liars
Ordered a product online, went to check out, the TAXTIME could not be put in, there for you get ripped off, they then sent me an email telling me that they would beat any price by 11% well they were still more expensive than tradetools
Don't shop at sydney tools they are crap.
Second Hand Circular Saw sold as new
DeWalt Circular saw purchased online 28/05/19. Received 03/06/19. The saw had clearly been used and was missing a part. Numerous emails and phone calls later I am no closer to being able to swap for a new tool. My calls and emails are now not being returned. DeWalt tell me I can return under a manufacture 30 day return if unsatisfied policy. I will attempt this this weekend. Subsequent to positing this review I have been advised that swap has been authorized however it will take a week as they are out of stock and I will have to go so Silverwater Store for the enchange. Review left open pending swap of saw for an unused one.
Another Customer Service failing
Three years ago I bought a bench saw from Sydney tools and it was a seamless fast process. My recent experience purchasing a demolition hammer was completely the opposite. On 3 occasions I completed the form on the Sydney Tools ‘contact us’ portal asking a simple question re accessory compatibility, however I NEVER received a response. I eventually rang the Wollongong store and was advised they were not compatible. The guy at the store level was very helpful and I went ahead with the purchase. Despite the Sydney tools website claiming "We Deliv...er Australia Wide on a daily basis through highly regarded couriers to ensure our customers receive their goods on time and in new working order", after waiting 14 days I rang the store and the guy was very apologetic. He asked if there was anything else I would like to purchase and that he 'would do a good deal for me' as compensation. At the time, I had no need to purchase anything, so I guess this 'offer' will be null and void in the future as it was just a verbal offer. My purchase from Sydney tools to delivery in Adelaide finally arrived 17 days after purchase!!! At the end of the day, my advice is, Sydney tools customer service is pretty much non-existent. There is obviously no formalized customer complaints procedure so if you have any problems, do not expect to have them to be resolved quickly or adequately. Would I use Sydney tools again? Most likely not. The lack of Customer Service prior to buying the product was frustrating and then when things don’t go to plan, such as delayed delivery, there no formalised complaints or compensation procedure. In future I will simply use their website to price match with a local operator.
- Verified customer
Always experienced great customer service
We've dealt with Sydney Tools for years, they've always gone above and beyond for us.
Recently was helped by Toni Bozinovski who helped us source some hard to find parts. Prices are always competitive, highly recommend
Terrible customer service. Will never purchase another product
I purchased a welding helmet from the online store on the 6th of March (Wednesday) which was delivered on the 9th of March (Friday). It was scratched and the colour was different to what was shown on the website. It has taken me weeks of chasing up their customer service team on the phone and by email to get the refund I was entitled to.
Poor communication, Poor products
The 5 star reviews are all fake. Seriously have a read of them.
They don't tell you when there is delays in completing an order. If you send them an email they will either take days to respond or not respond at all!
The budget products they sell are USELESS. Honestly, there is no way they meet australian standards or consumer protections laws.
Will not use them again...
DO NOT USE SYDNEY TOOLS
Don’t touch Sydney tools bought item on line Said free postage waited two weeks still no item rang up have an even dispatched because they said I have to pay postage because Australia Post won’t post the item $80 needed item urgently so upset staff not willing to help made several phone calls before I got an answer do not trust Sydney tools don’t use Sydney tools
- Verified customer
Won't give refund on item they changed specs for after purchase. NSW Fair Trading now involved.
Purchased 8Kw diesel generator online. Delivery was great turnaround. Noticed immediately it wasn't running right. After 100hrs returned it and asked for refund as they changed specs online (after we contacted them about returning it) to minimal use which did not suit our needs and are within consumer law rights to claim refund. It was found to have a bent con rod so was running badly due to manufacturing fault. Made numerous phone calls and sent a number of emails with no replies. Always had to chase them up. Finally when I spoke to them they ...would only give us credit to purchase another one but we don't want their product as with the new specs does not suit our needs. Complained to New Fair Trading and they have not even responded to them so now we are in the process of putting application in with NCAT to hopefully make a lawful direction to Sydney tools to get our money back. I will never use them again or recommend them to anyone. I will not give up the right to have our money returned to us (which according to NSW Fair Trading) is well within our rights.
Ordered a 2 piece 12 volt drills on 14/02/19 order number ST302135 for $199.
Sent an email to them on the 19/02 as had never received a confirmation email as to item sent ( now I may be mad but when I see $199 removed from my accoun " I " expect the item sent the next business day )
Got no reply to email on the 19/02.
Sent another one on the 20/02 got no reply to that one either, sent another one to no reply!, rang support team and was on hold for 20+minutes then the girl puts me on hold ( but really hangs up on me ), ring back again on hold fo...
Refusing to pay Dewalt 30 day money back Guarantee after being reimbursed from Dewalt.
Purchased dewalt brush cutter with 30 day money back Guarantee. Was unhappy with purchase so returned brushcutter all nicely in the box to sydney tools store. Over 4 weeks lies after lies phone calls after phone calls and still no refund. Contacted dewalt and was told sydney tools was credited $459 for the brush cutter and still hasnt passed it on.
Very shady and unethical
Save yourself a headache and avoid this place.
Bought multiple items - wrapping poor & put together without much thought. Multiple heavy items (hammers) placed on top weaker plastics (screw container). Damages results. Multiple calls / emails contacts (staff advised they are busy - short staffed - its festive seasons (not for me). Returns process confusing and unknown by staff - PayPal refunds within 4 day - after 2 months of frustration. With 5 years on-line purchase history with Sydney tools - never again.
Very disappointing purchase from Sydney Tools online store purchased lawnmower after one week when I contacted them they said they run out of stock they never contact you that they run out of stock until you contact them that you haven’t receive your item disappointed
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.
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.