Sydney Tools QLD

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

NEVER SHOPPING AGAIN AT THIS STORE- Loud head banging Angry music on entry ! Bought an item not fit for my purpose returned to the store to change but they don’t have, was advised No refunds period. Even though paid by credit card. Goods purchased… Read more

were not used as was plastic I needed Brass. I have now filled complaint with Qld Office Fair Trading and referring to my bank for a charge back. THEY AM NOT SURE IF IN QLD THEY CAN EVEN DO THIS. But they lost all my future business and I will be telling everyone. Total Tools and Trade Tools learn from this and you will capture business without lifting a hand.

Purchased a Multi tool and blades from Sydney tools Virginia, was told by the employee the blades would fit the tool, however they don't. Took the blades back to change them for ones that would fit to be told i couldn't return the blades The blades were not used and still in the original packaging Was told by the employee that sold me the blades… Read more ·  1

that he couldn't remember what he had said about the blades. The blades are a pack of 3 and worth $93.00 and now in their words its bad luck for me, and i feel for you. Dishonest and deceitful

Be wary when buying anything from this store, and from my experience do not listen to the advice of the employees. They obviously have limited understanding about the products they sell and hide behind company policies when they get it wrong.

Will add this matter has now been settled and the item was credited to my account

I had the pleasure of meeting a wonderful young man named Scott while shopping in your store yesterday. I had no idea what I needed for a home project and Scott came along with all his knowledge and helped me out with exactly what I needed. This young man should be commended for his wonderful customer service , which is rare these days. So thank you Scott and I look forward to your help and advice next time, this crazy woman needs help. Y. E. Show details ·  2

Friendly helpful staff - Bundaberg – I recently purchased a bosch tool kit. The team was easy and friendly to deal with. Only thing that let them down was being misled about the instore credit offer. I was told I get $50 store credit for every 250 I spent in store. What they didn't say was it excludes heaps of products. I had to find that on their website, which wasn't easy to find.… Read more ·  1

I don't believe I was mislead intentionally, but that one staff member should probably polish up on their T's and C's

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.

I didn't even make it past the front door. I had a computer bag on my back with valuables in it. Staff told me to leave it at the door. No thank you. Sale lost for you. I have never had this issue anywhere before. Now I have seen their reviews, I am glad I wasn't able to enter and buy the equipment I was after. Show details

Ordered a trim removal tool via click and collect. System said available same day. System lied. Went to store in person. Told I would get a phone call. No call. Rang a day later and told tool did not arrive. What a cowboy outfit! The dot point below says Don't use aggressive language. I'm not surprised! Go to Total Tools, Trade Tools, Bunnings or Mitre 10. Do NOT go to Sydney Tools, they're tools.

My son purchased products online and went to the store to pick up. The guy at the counter said they don't have what he purchased and have no idea when they will get more. My Son said that's ok he will take a refund, the guy then said sorry no refunds, it's company policy. How do you not give a refund when they havnt got the goods? Consumer law… Read more

states he is entitled to a refund. He then received another product he paid for, that wasn't what he ordered!! Their only solution was"ring head office"..Really?? What a scam!!

Perhaps the rudest staff I've ever encountered. Came there with an obviously faulty product (a hand file) and was made to wait for 30 minutes while 2 staffers tried to figure out with a Toledo 'Rep' whether to refund my money paid or not. They said 'we have to get 'permission' form Toledo because we don't want to be stuck with the cost ourselves'.… Read more

What about my time? I left a bit angry, I admit, with my file, but then the staff did nothing to show some modicum of courtesy or respect. Never again, ST!

Not sure if the manager of this store has any conception of customer service??? This morning I bought $571 worth of tools. After the event I did some research on one of the items I bought worth $179.50 & found that Bunnings do it for $157, a saving of $22.50. Not a massive amount but decent enough in my books & Bunnings aren't exactly cheap, they… Read more

just have everyone thinking they are!! Also I can get another brand one that does the exact same thing for $50 cheaper which is a big saving!!! Later in the arve while opening the rest of my stuff, I realized something was missing from one item & I already knew my receipt was missing a page so I went back to return the more expensive item, get the missing bit & grab the full receipt. They gave me the missing bit begrudgingly, I think they thought I was pulling a swifty. It was a piece of plastic guard that goes over a sharp blade for safety & to stop it cutting other things in the tool box, 2 cents worth. They told me they wouldn't return the other item that had clearly not been used because "we don't do returns due to change of mind"!!! This is after I had just said I would order something else worth about $102. So I was happy to turn the return into other purchases & maybe a store credit as it was nearly closing time & I didn't want to hold them up. So I said again, as I was shocked, "so you aren't going to refund the item" & the manager said no!! I said I wouldn't be back, EVER & that every other shop on the planet did returns, that it was a bit rough as I'd been messed around & had to waste a trip back for the missing item & receipt. You would think he would at least try & keep a customer, that I might add, has spent thousands at this store. Not as much as some people would, but more than the average customer would have! He then went on to ask if I wanted him to order the part I referred to earlier?? Ah, that's a no. How hard is it to put something back on the shelf & keep a customer??? Not a very smart business practice!! NOT THE SHARPEST TOOL IN THE TOOL SHOP!!! I won't ever shop at Sydney tools again!!

Saw a welder on special as in a $3000 ($2689 on special expiring the 30th of June)welder and went to my local Sydney tools in Capalaba several days before the 30th to get it was told they were out of stock but Archerfield, Burleigh and Virginia had stock after chasing up all options turns out the system said stock but nobody seemed to have it. On… Read more

the 1st of July was on the coast one day so dropped into Burleigh and was told it sold last night I then said when you get stock back in can you still do it for that price to which I was told yes but his system was showing one in stock at Archerfield and Virginia. As Archerfield was the next closest to me I went there. When I walked in the store I got no customer service and I saw a staff member right at the end of the counter who absolutely cringed when he saw me walking towards him. I asked if he was busy to which he replied he is always busy which I thought was quite odd (you know customer facing service role are isn’t it you primary role and admin secondary??) I then asked if he had the welder to which he said he had one and we went into the aisle to check, when it wasn’t there he said I’ll have a look out the back. He then returned and said there was one there on a pallet but he couldn’t get to if for at least 2 or three days ( haven’t they ever heard of a forklift and box cutter) I wasn’t buying a 5 dollar drill bit I was buying a $3K welder! I then responded by saying as I did at the previous store can you do it for that price to which he immediately said no that expired at midnight last night. After I explained to him about how I’d been trying to get one for days he said I’ll write the area manager an email and see if he approves it. He then asked me to sign up and make an account which I thought was a good idea and said as soon as he heard he would contact me direct. After not hearing anything at all surprise surprise I remembered the Virginia store. I rang them and they said they had one and they could do it for the special price and they would put it aside for me, there was one little issue when they typed my name in their national account data base I didn’t exist? Well in my opinion the young man at Archerfield never entered my details into the system and never sent the email to his area manager even though he kept me there at the counter for 10 minutes whilst he was supposedly doing just that! This might come as surprise but to this day I still haven’t heard back from Sydney Tools Archerfield if you want to use these guys I highly recommend going to Virginia instead!

Disgracefull customer services. Seem to have changed the terms and conditions due to cyclone event. I have been going round and round with them from store to store in customer service and still no resolution or because I wanted to return an item I bought during the cyclone period. I will be taking this further to the Accc Show details

Beware of their returns policy. They have an emergency situation and weather event clause however refuse to provide any definition or dates of either of these upon enquiring. The policy clause allows them to refuse any return or exchange during the period that they deem a weather event or emergency situation. Also will not return or exchange any… Read more

items that they have provided bad advice about. I received poor and inaccurate advice from them about a purchase, they then said I could not return/exchange it as I had changed my mind. The item purchased was actually not fit for purpose thus the request to exchange however they declined my request. Disgusting and poor form, this store takes advantage of people and then refuses to accept responsibility for their bad customer service. Stay away from Sydney Tools their are plenty of other more helpful and reputable stores to purchase your tools from.

Purchased a Generator before the QLD cyclone last week. went unused and unopened. returned to store for refund and was told no refunds for any generators purchased before the storm. This was a head office directive. Checked the ST returns and conditions Page and there was no provision or exclusion listed that would deny my refund. All criteria… Read more

were met. However today 2 days later the Returns section on their website has been removed and their Terms and conditions have had a 'new' non return of weather event items purchased clause added. amazing that such a large company would stoop to such a dog act of changing their returns policy once people like myself attempted a lawful return. lost a customer moving forward. shame a 2k purchase that should have been refunded will coast this business 10x that over coming years when i go elsewhere.

I purchased a Panther9000P Generator which failed after 6 months , I returned it for warranty repair May 2024 and it was sent to Townsville to be assessed (I had to purchase a replacement generator at an additional cost of $1399 while the first one was being assessed. In total, due to the great warranty offered on these generators, I unfortunately… Read more

purchased 3 of them ( purchases totalling over $3500) I was finally informed via Email in September 2024 (4 months later) that the unit would not be covered by warranty and would be returned disassembled!! I called the store and complained and was told that that the generator had failed due to corrosion from being in the weather and that these generators aren't suitable to be outdoors on the back of trucks or Utes!!! (they are marketed to tradies for goodness sake!!!) I told the manager that it was not good enough and that I was not happy with that explanation or outcome and was told he would try and sort something out. It is now February 2025 and after additional phone calls to the store I am still waiting for an answer and the generator has not even been advised as arrived back to the store. I now have another one of the generators that has failed but as it seems Sydney Tools is more interested in doing warranty responsibilities than keeping customers happy, It kind of seems pointless going down the same road with the second one???? Maybe fair Trading is the best route as any reasonable person would expect a "Tradies generator" to handle life in the back of a ute. It is very poor that Sydney tools have not honoured the warranty and it is also very poor that in every case apart from an email 4 months later saying that they will not honour the warranty , that I have had to be the one that initiated contact about this every single time!! Very poor form Sydney Tools !!

Not what it used to be – Very disappointed with what this store has become. You can't believe what the app tells you. They didn't have most of the things the app said were available at that store. At least 40% of the tools I looked at didn't even have a price tag. I don't buy something if I don't know how much it is first and I don't believe it's my job to sit there on my… Read more

phone searching for prices. None of the staff even bothered to offer help. There were five staff members standing around the check out talking and having a laugh. Being totally oblivious to any customers. I had planned to spend $500- $2000 dollars on tools there but after seeing how poorly things were run and how staff didn't even give a dam, I put the several hundred dollars worth of tools I had already picked, back on the shelf and walked out with nothing. The five staff members were still too busy talking and having a laugh at the checkout as I walked past them. This use to be a good store but I just wasted hours looking online, driving an hour in to town and more time going in there in the first place. Over half a day wasted. Don't waste your time going here people. At the rate it's going I wouldn't be surprised if they shut the store down soon anyways.

Poor experience buying products – Went to this store after seeing a set of wrenches in stock on the website to find they were sold out. Agreed to pay for them and have a set shipped to me. 4 weeks pass and I had to chase them up about it to find that they hadn't done anything to get the gear to me. Got told it would be in store and I could collect it so inconveniently I went in… Read more

to find that they still didn't have them in the store.

Harry is a liar and I won't be going back to the store again.

Sell unusable tools and don't stock spare parts! – Purchased a $1000 wet stone polisher only to get it home to find it doesn't come with any tool attachment IE backing pads (let alone no tool box - came in cardboard box). Called to find out if this is correct and was told I'd have to purchase separately. They didn't have them in stock. 3 weeks later and I'm still waiting for the part to use this… Read more

tool. I also ordered a filter for a dust mask that was apparently "in stock" when I paid for it then turns out was not in stock and also has to be ordered. Made several calls and while the guys that I dealt with were overall courteous and helpful it doesn't make up for the fact they they are selling tools that they have no spare parts for. It is an incredibly frustrating situation and I will think twice about buying any tools through this company again.

Treating female customers like they not worth respect or there time – The worst customer service experience possible. My wife went in to Sydney tools paget and got totally ignore trying to find and item for me. Then while paying for the item the person conducting the transaction stopped and had a conversation with another employee before completing the transaction. Totally disrespectful and dismissive of her treated her like a total inconvenience and made her feel like she didn’t deserve his time or respect.