Sydney Tools VIC

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.

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

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.

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 had David from total tools South Morang excellent customer service extremely friendly and extremely helpful being a mum not knowing what to get. He helped me a lot. Thank you David for a good experience. Show reply

Great experience at Sydney Tools – I had fantastic experience at Sydney tools sunshine, Zach and Andy were a great help i getting a boxing day sale and the product was what I was after. Show reply

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

Don't bother buying from Sydney Tools, use a competitor like Bunnings or Total Tools. I recently made a purchase for some equipment I needed, only to learn afterwards that the items were actually on sale at a significantly discounted price. When I went back to the store, Dandenong South in this case, I was told that there was nothing they planned… Read more

on doing about it, despite the fact not a single mention of the sale price was made, and they they were still on sale at that time. Even a store credit would have been fine. Alas, I will never use Sydney tools again, be it personal or business purchases, and would advise anyone reading this to avoid them as well. As I mentioned, use a competitor, such as Bunnings or Total tools, and save yourself the headache.

Be very, very careful when buying expensive items from Sydney Tools – you need to do your own extensive research, considering every possible problem, and not rely on sales staff knowledge of product. I bought an item (a Daytona truck storage box for the front of my caravan) with the help of sales staff only to discover it was not fit for my… Read more

purpose (it leaked rainwater through the locks!). I returned it within a couple of days in pristine condition (I hadn't mounted it yet) but could only get a credit note from the store (they don't stock other black toolboxes). The manager contacted head office and I was told that I was lucky to even get that as I should have known better! I had made a poor choice! Even upon multiple subsequent reviews from management, they have refused a refund! I now must drag Sydney Tools kicking and screaming to Consumer Affairs to get my refund. From now on I will go to another tool supplier or hardware as they ALWYAYS are happy to refund items for items not fit for purpose. Sydney Tools is new to Ballarat and my first experience with this company - obviously short-term profit speaks louder than long-term customer satisfaction. It has been an expensive lesson learnt! BTW, take a look at the Google reviews on Sydney Tools Head Office and then decide if your large purchases can be risked at this business - never again!

Non existant customer service. Purchase product, take home and realise upon opening the multi unit box that hedger product is in box not chainsaw as requested and paid for. Long wasteful phone conversation leads to bring back and will swap for correct box of products. Their mistake, no apology for waste of 2 hours and made to feel as though it is… Read more

customer fault that their employee and "scanning system" stuffed up and not the customer. In the words of an Elton John song - "sorry seems to be the hardest word"

Worst customer service I’ve ever come across, purchased a circular saw blade with the wrong bore size, they refused to refund or exchange, don’t make my mistake, go to total tools, they actually have decent customer service and policies Show details

Went in to buy some Allen keys price listed at $22 go to pay they want $38. I told them the displayed price was $22, I was informed they have dynamic pricing what’s on the shelf isn’t the price it moves all the time!! What a joke needless to say I refused to buy the product!! Never heard of this before but it’s nonsense

Before you go purchasing anything from this store I suggest you read the refund policy which is two weeks Like seriously Well I wont be going back there again don't make a mistake buying anything by mistake Show details

So I wish I'd done my research with this store. Terrible experience – So I wish I'd done my research with this store. I have begun a market stall heat pressing designs on t-shirts. In June 24, months prior to my first market, I purchased a Panther 2kw generator to run my 1400w heat press. This was under the advice of a staff member. Took it home and tested it over a period of weeks for 30 mins or an hour at a time.… Read more

Worked really well with the press. My first market was in mid November on a mild day and worked well for the 4 hour market. My second market was a hot one a few days before Christmas '24. The generator ran happily for 30-40 minutes then just up and stopped. Nothing I could do got it going and I had to go hire one at $100. Pretty upset, but tried it the next day and it worked fine. I rang Sydney tools and asked about warranty, got the 3 month spiel. Gave it one more try at another market mid January '25 and it stopped again after almost 40 minutes. Hot weather seems to be the problem. Took it into them, the manager at the Delacombe store didn't sound too hopeful and told me he'd contact the supplier. Had to chase the store up after they didn't make contact back with me as promised. Manager tells me the supplier reckons the generator is too small for the task in hot weather. I argued the point about the staff member giving me guidance and the response "That person no longer works here". Store wiped it's hands of any responsibility, same as supplier. I used the generator for a total of about 7 hrs and it failed me twice in hot weather. It's actually not the supplier at fault, Sydney tools staff didn't know their stuff when it came to offering advice. Long story short, this place puts the customer last.

Warranty – Dropped of pressure washer only 2 months old cost $35 for them to look out got told it will be pressure seal and won't be covered by warranty and only cost $60 got a phone call 2 weeks later when it got looked out saying it will cost another $300 to fix $100 in parts and rest in labour if I pay straight away i will have it back by Christmas 1st of… Read more

January I called last week someone was ment to call me back and still waiting never buy anything from there again as they just say not covered by warranty to get $$$from you.

Very bad service – I asked one of the staff for assistance in purchasing the correct bit for my Bosch multi tool, they picked one out for me and said that it was the correct bit. When I opened the package it was the wrong size, they would not credit or refund the bit as it was opened, not used. I have tried to solve this with them but they still won’t refund the $70.

SHOCKING! DISGUSTING! BUYER BEWARE OF THIS DODGY COMPANY! – Purchased tools, had to return as need the money urgently. Took product back to store within the 14 days with receipt, goods unopened. Was advised refund in bank acct in 5 days. Didn't receive and told to call head office. Was advised store out refund date as after the 14 days. Spoke with store manager and that the Owner/CEO didn't approve refund… Read more

for change of mind. I reminded him that their refunds policy which is on receipt says they refund on change of mind within 14 days. He said he was sorry but even though I was right, thr owner wouldn't refund me. Went to store and manager called police. Back and forth with call centre who are useless ([Name Removed] especially), said they didnt have any info on refunds and only dealt with tracking orders. She referred me back to store. I told her store wont do anything. She didnt care and didnt want to give me number for refunds at head office. Called another store and they gave me head office accts. Spoke to a nice lady who said would try and find out why refund isn't approved. At this stage will be taking legal action and asking for more than just a refund. Disgusting and dishonest!!! Before considering a purchase from this store, know that they don't refund no matter if you are within their policy guidelines!

RETURN CORRECTLY BUT NO MONEYBACK WITHOUT REASON – Invoice number 14463126 & 14462083 => Purchased 3 items on 30th June BY CASH => Returned 2 items on Monday 1st July with leaving of my bank account detail to get the money back because manager said that "even if cash paid but refund will be by bank transfer on WEDNESDAY" I understood and no problem for that.. => however after the day(Wednesday) no… Read more

money back => rang them again and other staff said "it will be on Monday...Wednesday oh Thursday" => rang them again because still no money back and manager said that "the reason why no money back : buyer name and refunding bank account name is different like company & personal bank account but it will be transfered on Tuesday 16th July " however he still did not request company bank account detail => still no Money Back again after 16th July, so I asked about it by email to Head office "how is the progress and when I can get the money back" => I got a reply from Natasha in Online Customer Service and said "I sincerely apologise for the inconvenience caused. I can confirm that I have passed your enquiry onto our Blackburn branch. They will contact you accordingly."

=>However they(Blackburn) did not contact me and I visited on 18th July According to manager said now that eventually "nothing Sydneytool Blackburn can do it anymore and the money will be coming from Head office but we do not know when it will be" => rang them Head office again but she(not [Name Removed]) turned the matter to Blackburn

Now where can I get my money back ? who can solve this matter ? is this doing the best as sydneytools owner published in the other review? I am really disappointed for the customer service and never understand why they are doing such a behaviour, despite manager in blackburn said "NOTHING WRONG WITH BUYER(ME) DID IT"

Hopefully solving the matter as soon as possible

Ps. email address which written on the receipt is NOT WORKING=> blackburn@sydneytools.com.au

Ticketed pricing is what ever they make up – Just went to buy some Shifters/Adjustable Wrench set. The ticketed price on the wrenchs was $119.00 Dollars. I went to pay the ticketed price at the counter. They scanned it and said the price was $129.00. I informed then that it $ 119.00 on the ticketed price. They said it was lock into the computer. I said no sale because they could make up any… Read more

price they wanted and I had no come back. They just have to say price locked in and can make up any price they want. They also said they had not changed the ticketed price tag because they haven't got around to doing it yet. If they can not price there tools correctly they should remove them from sales. This has got to the worst sale experience I have had at a Sydney Tool. I have spent a lot of money at this store in the past. But never again. I am also telling my workers whom I reimburse for tool they buy at Sydney Tools. That I will not reimburse them for tool brought there as I do not trust there fraudulent pricing policy. My advice is steer clear of these fraudsters.

Worst service and store – In my review of Sydney Tools store, I must express dissatisfaction with the service provided by store manager Mark. His disrespectful demeanor and lack of product knowledge were apparent when he insisted that the incorrect item he provided was correct, solely because of his purported 12 years of experience. Moreover, he refused to verify the product's compatibility with the machine, citing inconvenience in repackaging. Show details

Lied blatantly to my face repeatedly – Beware beware beware! This is the absolute worst company I have ever dealt with. They sold me a second hand generator on the 14/02/24 that was advertised as new online, I walk in to pick it up and it is already out of it's original packaging sitting on the floor (this should have been a red flag). I bring it home and notice it has a major failure,… Read more

2 fuel gauges analogue and digital are not reading correctly, it is missing the battery and mounting hardware and it has a broken 12v on off switch so I returned it the following day. Then two employees lie to me and try to warranty it by swapping it with another used item from down the back that they also said was new. It was covered with thick white dust on the top and scratched all over with fuel in the tank and oil in the sump when they had just told me it was brand new. I called them out on what they were trying to do and said I now want nothing from you but a refund due to their lies but I was refused because apparently they have no authority to do refunds due to password block put on their computer's by the regional manager for Gippsland. I caught them out on so many lies through conversation they were tripping over themselves left right and centre. They weren't the brightest spark's these two. I leave the generator there and walk out after getting paperwork to prove I left them the goods. I go home and ring head office and put in a written formal complaint about these two lying deceiving cowboy's by email to be told the state manager will call me personally to address and resolve the issue. One month later and no call has been attempted let alone made. I have since repeatedly every week e-mailed head office reminding them of ACCC and consumer law's they need to follow. Now they are not even responding to my e-mails so I have just lodged a case with VCAT and will be seeking compensation for the money I paid $549, goods they have in their possession, deceptive trade practices, all the time I have spent away from my children whilst chasing a refund, emailing head office and lodging a case against them with VCAT. If you google Sydney tools VCAT there are a lot of similar people out there to me that have encountered the same treatment from this company. My advice is go to Bunnings, they may cost a little more for certain item's but they don't try to trick, pressure, lie and deceive their customers like Sydney tools to get a sale and they follow consumer law's. Bunnings had no stock so I had no choice during a power outage and had to shop elsewhere. If you want more honest review's about this company take a look on Au.trustpilot.com and reviews.io take a look there and I guarantee you won't ever want to step foot in any one of their store's.

Update 8/03/24 This morning I received a email from one of the senior sales liar's that I dealt with last at the store advising me they will be processing a refund for my generator and asking for my banking details. How convenient 1 day after I lodge a VCAT application and give head office the case number. The regional manager must have given him the secret golden password to the computer for refunds again.

Update 28/3/24 This morning they finally refunded me and I can close my VCAT case against them and move on. Did anyone from head office call me to apologise or explain anything absolutely not no follow up nothing as I already expected. No accountability for gross misconduct anymore people just get away with whatever they like lie through their teeth to dodge any consequences and most of all the major retailer's can't be bothered doing the right thing by their customers because money is more important than values in today's age. I'll buy from Bunnings and eBay before I ever step foot in a Sydney tools store again.

Shocking service - non existant warranty, goes against ACCC laws – Have purchased multiple products from Sydney Tools, and had to return two products, the first just after a month and the second within two weeks. We were told they'd be sent off to the supplier to assess. After multiple follow ups, we finally got told they don't actually go to the supplier for assessment, they get held in store and repaired. No… Read more

information about how long that will take, or the status of the job. We mentioned that this goes against ACCC laws, as the first product was a major defect (it broke in half after normal use), and we didn't want it repaired. But it's lot of deflection every time we have to follow up, usually by blaming the supplier, or needing authorisation. When we asked for someone to call us back, we were told that they don't do call backs. Honestly, you're better off going to Bunnings. At least they follow ACCC laws.

Rude and refuse refund for typhoon pressure washer – Bought typhoon pressure washer, currently back for repair for the third time. Have only used this item a hand full of times. Refusing to refund, and are being very rude in person and over phone about it. Show details