Sure they have a no returns policy which i didnt realise. But $100 purchase same day return untouched goods without even offering credit just does not cut it as far as im concerned. Bunnings offer an excellent return policy, same goes for Tradetools never had issue with credit. I've burnt $100 on something i'll never use. I got a gratuitious reply from rep along the line of, "..thanks for concern... well take it onboard..". Sorry I find it hard to believe you will, i've now read other comments online about people who have had a similar experience. Publishing.
- Store Location: Stafford
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.
- Store Location: Stafford Qld
Good Morning, Thank you for your feedback. I understand your frustration with this matter, and your feedback is greatly appreciated.
I can advise you we have taken this feedback on and it has been passed to the correct departments to review accordingly.
Please let me know if there is anything else I can assist you with.
Kind Regards, Sydney Tools, Online Team.
I'm really disappointed in Sydney Tools, Stafford. I purchased a Panther 3.5Kw Generator to help me through the recent 2025 Storm blackouts we've been having. The generator ran but had an engine knock from the first time i used it. I returned it to the store two weeks after purchasing it. They said they couldn't perform any repair on site and would have to send it to their Archerfield store. I left it for 3 weeks but got no call or correspondence from them. I called up and they said they would look into it. I received a call back that day to say that a technician was going to come out and look at it that day (If you can believe the coincidence!). I asked that I be called back once the issue had been looked at, but didn't hear anything further. I called Sydney tools back 2 days later and asked what was happening.
I was told that the generator had been repaired and was being dropped back to the Stafford store that morning (another coincidence!). I enquired what the issue was and was told the oil was very watery/diluted and the spark plug needed replacement. This is a brand new generator that i had only had for a few weeks. The oil was the fresh oil that i had been supplied with when i purchased the generator. So if it was watery and diluted then this is because of something that was already present in the sump. I'm also not convinced that this would cause the engine to 'knock', although the spark plug could be a contributor (again it was brand new!).
I returned to the store at 1.00pm but was told the generator hadn't been returned. I asked to speak to the Manager, who told me there was nothing he could do and i'd have to drop back. It's a 40min drive for me! After i lost my temper with him, he said he would either get the generator dropped to me or he would drop it to me after he finished work. I never did receive the generator and have had no phone call to explain what is happening. I'm really unhappy with the product, but especially with the customer service.
- Store Location: Sydney Tools Stafford
Good Afternoon, Thank you for your response. I sincerely apologise about this matter.
I can confirm this has been passed to the correct department for further assistance.
They will contact you accordingly.
Please let me know if there is anything else I can assist you with.
Kind Regards, Sydney Tools, Online Team.
Appalling service. Will never buy another thing from ST – After buying a $440 impact wrench, I had to take it back as it was faulty straight out of the box. It has 4 mode settings and 4 torque settings that worked only sometimes. When I returned it a few hours later, an extremely rude staff member got it to work once and then I was ignored when I asked to see it done again. I was treated as if I was interrupting his precious computer time hoping I would go away. The man who sold it to me ([Name Removed]) intervened but he couldn't get it to change modes again at all. Now I'm home again, the impact wrench still doesn't work properly. I wished I'd bought this from Bunnings. At least a replacement would have been offered without the attitude. In fact, that's where I'll go to get all my tools from now on. Sydney Power Tools, please go back to Sydney and stay there.
Good Morning Thank you for your Feedback. I sincerely apologise for the inconvenience this matter has caused for you and completely understand your frustration.
In regards to this matter, Unfortunately, we as an online team are unable to look any further into store-allocated matters.
Can you please confirm and advise an invoice or order number so I can have this matter addressed urgently and rectified with management.
I look forward to hearing from you.
Kind Regards, Sydney Tools Online Team
I did all of the above, and of course, nothing happened. My opinions remain unchanged. I'm getting all my tools from Bunnings or maybe Total Tools.
Good afternoon, Thank you for your reply. Can you please advise if you confirmed the store and order number over the phone or via email?
Looking forward to hearing from you.
Kind regards,
Sydney Tools online customer service
UNCONSCIONABLE CORPORATE CONDUCT - HORRIBLE CORPORATE CULTURE - What ever you do, dont buy anything from this company – Given present - went back to the store to EXCHANGE several times but didnt have the product I wanted - Finally the stars aligned - by this stage outside their credity policy - at all times staff knew it was an EXCHANGE - staff member said he neeeded to get permission from Head Office - That was OK by me but I specifically asked if it was OK to buy the product then and have the credit refunded to the credit card - answer YES - credit never refuded to credit card - chased up and advised it was on a store credit and I would need to buy antother product to take advantage of my money - spoke to store manager who said would fix - never did and resigned company - tried to complain to head office - 50 minute phone call trying to speak to a senior manager - no luck - promised call back -never did - obviously senior management gutless hiding behind the call centre - referred back to store manager who changed previous managers decision to refund to credit card - back on a store credit - ended up buying a product didn't need - wasn't going to let the ..icks take all my money - afterwards advised manager of dissatisfaction, advised we know their review rating and would never come back - managers answer "nothing would make us happier" - that's what they think of you - If you do return, return to a store - learnt after checkouts have video with voice recording which you can call as evidence in a small claims court - I will be at the barricades cheering when this company goes under which wont be long judging by all the bad reviews.
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.
Good Morning, Thank you for your feedback. I understand your frustration with this matter, and your feedback is greatly appreciated.
I can advise you we have taken this feedback on, and will ensure this does not happen again.
Please let me know if there is anything else I can assist you with.
Kind Regards, Sydney Tools, Online Team.