Sydney Tools Physical Store

If there was _ i would give minuse 10..we bought a item and we wanted light weight due to arm injury and it ended up being the same as what I already had ..heavy so it was still in original packing and I had not used so I took back for a rear exchange to light weight..they said we DON'T give refunds and we DON'T exchange so choose carefully as your stuck with it..will never ever use this store agian Show details

I recently ordered some consumables that needed to be back ordered. Before taking possession, I attempted to cancel the order. I was told that as this was a special order (not true, it is a normal stocked item) they would give me a store credit (not a cash refund) less a restocking fee. I was told that the restocking fee would be about 15%. I… Read more

wasn't very happy. However, I was even less impressed when the restocking fee was calculated at a whopping 32%. Then returned to the store to spend my store credit to see that the product that I had ordered was indeed in stock. To be fair the returns policy is clearly displayed in the store. However, it is an appallingly one-sided policy that basically states that no returns are accepted. The chaps in the store, including the store manager, are powerless to show any discretion. I won't be shopping at Sydney Tools ever again.

Sydney Tools, Archerfield QLD I had a frustrating experience with Sydney Tools regarding a nail gun service. I brought my gun in for inspection on 02 March 2026 and paid AU$35. I declined the full service costing around AU$311 and instead paid AU$132 for reassembly on 09 March 2026. When I picked it up, the tool was reassembled incorrectly,… Read more

with metal parts protruding, making it unsafe to use. I left it with them again, hoping it would be properly fixed.

In total, 23 days have passed, and I have already spent AU$167, yet the tool is still unusable. This has caused lost time, stress, and unnecessary expense, as I rely on my tools for work every day.

I hope Sydney Tools improves communication, quality control, and turnaround times for future customers. Based on my experience, I cannot recommend this service at this time.

Very disappointed to find that this organisation generally has a policy of not refunding "unused still in the package tools with receipts", that were purchased as a present but unfortunately couldn't be used. If you really need to shop at any of… Read more

these stores be aware of this return policy (which is clearly stated by the way) but I only became aware of too late. They may have a sign stating this policy but if so, it might not be obvious If at all uncertain about your purchase, consider other retailers that do have a more customer focused refund policy

Please do Not buy from Sydney Tools. Recently bought a demo saw trolley, we called ahead and had to go to the Alexandria branch which is 1 hrs drive away . The person in the store told us it will fit our stihl machine . We paid via credit card in… Read more

store .

Our driver drove back to site , in all costing us a 3 hr trip pile tolls ,only to find it didn’t fit . We then the same day took it to our closest branch to return it , costing us another 1 hr . They told us they cannot give a refund , we have to go back to the other branch 1 hrs drive and tolls away. We called ahead and asked if we could do the credit there . They said yes. We sent our driver first thing Monday back to the store , costing us another 4 hours in peak period traffic . Our drive got told it was over $1000 so they cannot credit us on the card …..

I am the owner ,my driver called me while on leave for my anniversary to speak to the manager at the store , because he was having endless hastles .

He then told me the best they can do is refund via BSB and account and it will take upto 10 days .

I accepted there terms . After having to ask for the manager , due to the staff in store having no idea how to credit an item literally returned the next day and clearly communicated the day we bought it that they gave us the wrong product we asked for .

My huge frustration is that I had to call a manager , who told me he didn’t like my tone or that I was frustrated. At no point did he apologise for costing us 1 full days transport and labour for their poor service and communication. I still now have to wait for 10 days to get a refund on a $1300 product which they supplied and was not fit for purpose .

Sydney tools it seems do not care about customer service and their managers cannot be respectful enough and own their mistakes , rather choosing to tell their clients who have been stuffed around that they don’t like their tone. At no point did I swear or personally accuse the manager , i simply stated my frustration with the cost they cost my business and the poor way they handled a product that I still don’t have and lost a days labour and am still out of pocket to go buy the product from somewhere else to the value of $1300.

This is the third time this has happened to us over the last 2 years with returning nothing to Sydney tools , even when you call and organise it , when you get in store they change the rules and call head office ., their 10 days is a guideline even when they say it we take ten days after all the stuff around .

There is a Reason trades use BUNNINGS , they know how to look after a customer .

If you want to by power tools , avoid Sydney tools at all costs , until they change their returns and refund policy .

Purchased product in store. Not compatible with the battery I currently have. (My fault) Went to return for a refund but they DON’T do refunds! Only a store credit.

they are extremely helpful and i would say they are even better than bunnings, they got pretty much every tool in the book for a DIY. Appreciate the team for getting everything ready, didn't waste a second in the store. gave me a deal as well. Show details ·  1

Customer service, support and follow ups made easy and after I made a call to ensure items were being sent all went as planned. Jo in sales was very helpful and a pleasure to deal with. Show details ·  1

I just have to write a review ,ijust recenty purchase a torque wrench from the malaga store in WA .I was served by a young gentlemen Riley .He was so helpfull and knew what he was talking about his product knowlegde was awesome and you could see in his voice that he cared would recommend him to anyone he did your store proud Show details ·  1

AVOID This Store at all costs!!! I have been a customer of Sydney tools for some time now having shopped at a few different stores I have never run into a Store manager that is so incompetent, unprofessional, has no understanding of what customer service is, no communication skills with the customer or with his own team doesn't matter if you… Read more

spent $5 or $7000 like I did this guy shouldn't be in a position of management let alone a tool store.... when raised with other staff in the store i was told (don't even get me started he needs to go)....... i genuinely feel sorry for the team working under him the store has the potential but in the end has nothing without good leadership & management

Then you go to the butler store 20m away and its a completely different world the boys there go above and beyond to help you out with whatever your after and prompt and professional, with good old fashion customer service... and most important a laugh

safe to say i will never be visiting the Joondalup store again

UPDATE – 05 MAR 26 Regretfully my confidence in Sydney Tools’ after-sales processes has diminished further and this review has been revised from two stars to one. Reductions in ratings following mediation are presumably uncommon, but the correspondence to date has unfortunately justified it. Correspondence during the ProductReview mediation… Read more

process has unfortunately reinforced, rather than resolved, the concerns raised in the original review. A series of dismissive explanations were offered for the delay — initially that the unit was “NLA” and parts were not readily available, and later that this information had come from another department — despite the service documentation recording that the repair undertaken was simply the replacement of a standard NGK BPR6ES spark plug, a commonly available component. This follows extensive, similar correspondence prior to me considering mediation before submitting my review. Apologies have been continually offered, largely been accompanied by assurances that the issue “will not happen again”, without reconciling the discrepancy between the explanation provided and the documented repair; and then regretfully repeated, with no sense of irony. In those circumstances, the mediation exchange has done nothing to restore confidence in the communication or accountability underpinning Sydney Tools’ after-sales support, nor to meaningfully address the circumstances that arose.

UPDATE – 04 MAR 26

For clarity, this experience relates specifically to after-sales service through Sydney Tools Fyshwick for a Gensafe GF2000 inverter generator repair. The generator itself performed adequately when operational. The issue raised in this review concerns the communication, accountability, and handling of the repair process by Sydney Tools, not the product itself.

Following the publication of the review and subsequent contact through ProductReview “mediation”, Sydney Tools advised that the delay occurred because the unit was “NLA” and parts were not readily available. However, the service invoice (No. 16157817) identifies that the repair ultimately undertaken was the replacement of an NGK BPR6ES spark plug. This is a very common spark plug used across many small engines and generators, widely available through mainstream retailers. For example: https://www.supercheapauto.com.au/p/ngk-ngk-resistor-standard-spark-plug---bpr6es/SPO234157.html Given the repair recorded on the invoice, the explanation that the delay occurred because parts were “not readily available” is difficult to reconcile with the documented repair itself. My original review did not question the generator or the modest cost of the repair. The concern raised was the lack of ownership of the repair process, the absence of proactive communication, and the repeated uncertainty regarding the generator’s status while it was in Sydney Tools’ custody. Unfortunately, the explanation now provided through mediation appears inconsistent with the repair recorded on the service documentation, and therefore does not resolve the concerns raised in the original review regarding communication and accountability in the after-sales process.

ORIGINAL REVIEW

This review relates to after-sales service, not product performance. I purchased a Gensafe Inverter Generator GF2000 from Sydney Tools Fyshwick during the 2020 Black Summer bushfires as a preparedness measure for a property in the NSW high country. When operational, the generator performed as required. Product capability is not in question. The generator had been used only very infrequently over a few years and had accumulated less than a couple of hours of total run time. In mid-2024, when testing the generator ahead of the fire season, it failed to operate. At that point, I did not know the cause of the failure and returned to Sydney Tools Fyshwick seeking advice on whether repair or replacement would be the most appropriate course of action. In October 2024, I handed the unit to Sydney Tools Fyshwick after being advised that there was an in-house service pathway under which the generator would be assessed, I would be advised of the findings, and—subject to my approval—the unit could be repaired. I was advised that the entire process would take approximately six weeks from the time the generator was handed over. On that basis, and given this was still ahead of peak fire season, I agreed to proceed and paid the inspection fee. From that point onward, the after-sales process became protracted. Communication was not proactive; I was required to repeatedly follow up by phone and in person to obtain updates. I was advised of at least one expected return date (21 December), which later proved inaccurate. Staff interactions were polite; however, communication was largely reactive, and responsibility for progressing the repair was repeatedly deferred to external repairers and freight arrangements, notwithstanding that the assessment and repair process had been accepted and managed through Sydney Tools as the service provider. I was also advised that an earlier return would require payment of additional freight costs in the order of several hundred dollars; even though Sydney Tools could not confirm the location or status of the generator at the time. As the delay extended into a period of elevated fire risk, and with the generator still unavailable, I purchased a smaller backup generator from another supplier to maintain a basic level of preparedness. While delays can occur, the absence of proactive communication, inaccurate return advice, and lack of ownership of the repair process once payment had been taken resulted in an outcome that did not meet my reasonable expectations for after-sales service—particularly given the purpose of the equipment involved. This experience has significantly undermined my confidence in Sydney Tools’ after-sales support

Faulty product + refusal to provide a proper remedy under Australian Consumer Law. Staff relied on “NO REFUNDS” signage/policy. Only after I raised a bank dispute did Head Office claim they never refused a return—yet their own email/signage says refunds aren’t accepted. Not trustworthy. Would not recommend.

The supplier advertises free freight above $99. What they fail to advertise is that this is a discretionary application of an offer, subject to the whim of the sales staff. False advertising and when questioned was happy for me to go elsewhere. Intersting customer service...or lack therof.

Customer service on the bottom of the pit, there was a special I’ve found on website, in the shop I was told special is just finished but it wasn’t specified on website, wasted my time, now I’m dealing with mitre 10, total tools or Bunnings…..good buy

I purchased a Dewalt DCM5713N-XE Line trimmer on 19 October 2025 for $469 on the basis of the shop assistant's advice that I could buy a brushcutter adaptor if I chose to in future. On 5 January 2026, I attended the store and asked for the adaptor for that model. They checked my record to confirm the line trimmer model, located the the DT20657-QZ… Read more

and sold it to me for $49 as the correct adaptor.

As the adaptor did not fit the line trimmer, I took it back on 1 February 2026. They conceded that it was their error. They also said the advice they had given me on 19 October was incorrect and that there was no brushcutter adaptor for that model of trimmer. They offered a store credit for $49 but refused a refund. Instead they referred me to their returns policy which states, in part: "We do not accept returns, exchanges, or refunds on any products purchased from Sydney Tools". I pointed out that the sentence in question goes on to say "unless required by law" and that I believe the Consumer Law would require a refund in this case as the item in question was not fit for the purpose I disclosed prior to purchase. As they still refused a refund, I reluctantly took the store credit.

I called their customer service number on 2 February and spoke to [Name Removed], who seemed surprisingly hostile for a customer service officer. When I mentioned my rights under the consumer law, she hung up. I called back and spoke to [Name Removed] who was very courteous and apologetic but insisted that they simply don't give refunds. On 3 February, I received an email message, again denying a refund.

As the approach of Sydney Tools regarding refunds in cases like mine  appears to represent a systemic disregard for the Australian Consumer Law, I lodged a report with the ACCC. They have responded stating, among other things, that:

"If you tell a supplier that you want a product for a particular purpose—and you buy it based on the seller’s advice—the product should meet your needs. If it does not, the product does not meet the consumer guarantee of fitness for purpose and the seller must fix the problem." ; and

"If a product you own has a major problem, you have the right to ask for your choice of a replacement or refund." ; and

"A product has a major problem when it" ......... "does not do what the business said it would, or what you asked for, and cannot easily be fixed."

I accept that $49 is a small amount and that I will claim the store credit at some point in future. Nevertheless, although I have spent significant amounts of money at Sydney Tools over a number of years without any issues, I do not intend to shop there again. I simply do not trust them to comply with the law if issues do arise in future. There are other tool sellers in Canberra with return policies and practices that exceed the requirements imposed by law and that price match. I would advise anyone wishing to buy tools to put Sydney Tools at the bottom of their list.

Purchased a set of Dewalt 4 pack clamps, the shelf price displayed was 49.90, barcode on shelf pricing and product matched, went to checkout and was charged 56.90, when I pointed this out to the team member he stated that the prices are live and constantly change, they can go up, down and sideways in an instant and they have 54000 products so… Read more

can’t make sure the pricing is accurate all the time, I did bring him the pricing barcode from the shelf and said that by law the advertised pricing must be honoured, he stated that Sydney tools does not have to honour pricing as their pricing is live so the correct pricing is only know once the product is scanned at the checkout, I will report this to the ACCC as I have checked and all advertised pricing must be honoured and Sydney Tools is not exempt from this, I am guessing that I will receive the same copy and paste response that almost all reviews on this page receive

I went to Sydney Tools at O’Sullivans Beach Road Lonsdale South Australia to buy a diamond blade for my cordless Makita angle grinder to cut tiles. An employee asked me if I wanted help so I told him what I needed . I specifically asked would the blade he recommended fit my particular angle grinder to which he said yes. I paid for the blade he… Read more

recommended but didn’t get to try it for about 18 days. due to work commitments. When I went to use it I found the bore was too small to fit my grinder. When I went to return it for a refund or exchange I was flatly denied as they told me they only gave 14 days for change of mind. This was not a change of mind, they sold me the wrong part and flatly refuse any kind of compensation saying they would get in trouble with Elvis ( the store owner ) if they gave me a refund etc. This bad culture obviously starts from the top. I strongly recommend not going to Sydney Tools for anything due to their poor customer relations and after sale service.

If you would like to waste at least 1 week in your project come and see the 'second IC' at SydneyTools Mornington. Bought a power tool for $549 which had a fault off the shelf. Was provided with a replacement tool (last one left on shelf) which had same fault and was not taken home. Multiple staff unable to work out the reason both power… Read more

tools were faulty. Was informed that they would contact Bosch and would get back to me. I requested a refund or credit so I could buy another brand so I could carry on with my job, but was denied multiple times. Went home with no tool and minus a large amount of money. No phone calls back, no updates. When I would call the store I was informed that they were still waiting for a reply from Bosch. Went back into the store and staff would gang up and intimidate once I raised the fact that they have taken my cash and that I had no tool to use. Manager kept refusing a refund or credit to use in store. I found the manager in particular, had minimal knowledge of the power tool, had zero customer service skills, showed nil empathy or consideration, had nil de-escalation skills but would make sure you left extra infuriated with "Have a great Christmas and a great day" with a smirk on his face as I left the store empty handed multiple times. It was only a week later with nil updates and feeling defeated when a friend suggested I call SydneyTools Head-office. Spoke to a lovely lady, who contacted the Mornington store and within minutes had organised a Credit so I could purchase another brand power tool. Within 10mins went back to the store for last time, received my Credit and drove to Carrum Downs Sydneytools were I purchased a different brand. The worst part of this situation is the lady at Head-office said that the store 'second IC' said to her that he had offered a Credit note to me multiple times!! . Unbelievable how someone is capable of lying like this to their own boss!! Absolute last time I am stepping back in to SydneyTools Mornington. Manager at SydneyTools Mornington made aware of this review on last visit.

Sergio Llopart

⭐️ I would give zero stars if that were an option. I went into Sydney Tools to purchase Christmas gifts for my dad and took the time to clearly explain exactly what I needed and what the tools would be used for — a blower suitable for a property just over half an acre, and a hedge trimmer with up to a 4-metre reach. I spent around 30–40 minutes… Read more

in store speaking with a team member, trusting their advice as I’m not an expert in these products. We were first offered a “multi-buy” option, which turned out not to actually include what we needed. I was then shown another brand that included a hedge trimmer and a battery-powered blower, which the staff member assured me would be appropriate for our needs. At checkout, I was also encouraged to purchase additional batteries, again based purely on staff recommendation.

After getting home and charging everything, it became immediately clear that the blower lasts for approximately 6 minutes, making it completely unsuitable for a half-acre property. I contacted the store straight away to explain the situation and the advice I had been given, especially considering this was a purchase of over $1,450.

The response from the manager was extremely disappointing. I was told that the Christmas casuals “don’t know everything” and “aren’t fully trained,” yet the store still stands by the advice given and has refused a refund. This has left me with expensive tools that cannot be used for their intended purpose, a significant financial loss, and a ruined Christmas gift for my dad.

Very poor customer service, no accountability, and no support when following their own staff’s advice. I would not recommend shopping here if you expect knowledgeable guidance or fair after-sales support.