Sydney Tools VIC, Blackburn

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.

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"

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

Customer service 5 star Steve – Saw Steve today -Thank you so much for customer service and help ! Additional purchase made after such a positive experience. Friendly , great knowledge and helpful offered ongoing support. Rare find these days. Thank you Steve Show details ·  1

Impressive assistance from staff – I recently visited Sydney Tools store at Blackburn and was really impressed with the store's range of merchandise and the staff's knowledge and assistance - particularly Steve. Show details

Great Resorsea – Had the great help from Steve Liston today on Festool equipment, what a knowledge. But yesterday was a complete win over the years Steve has helped me at the Museum as a Tech and now in my own business I really hope management appreciate his acumen knowledge base top bloke the man to go to. Show details ·  1

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.

Won't honour there return policy – Bought an item which was falsely advertised brought it back hoping to get it resolved only to get the run around for months on end tried going to there head office to get a resolution still nothing still waiting I was a loyal customer for years NOT ANYMORE!!! Show details

Sales 10/10 but Support 4/10 – Update: S.T responded to my review off line and the case has been resolved, VCAT not required. I have thus adjusted my review title and 'stars' accordingly. I bought a Michelin pressure washer (exclusive product) from Sydney Tools that failed during warranty. After 4 weeks at Sydney Tools I was advised it was still waiting for repair… Read more

authorisation. A week later they claimed parts were coming from Sydney and then the parts were probably coming from overseas in a container. I tried to contact HQ that was actively unconcerned and declined to engage. At 10 weeks I contacted the manager [Blackburn Vic] who claimed he has no authority to help a customer and only one person can authorise the repair but is on extended leave. It is apparently still awaiting authorisation. The Australian Consumer Law gives right to a repair in a reasonable time and Consumer Affairs agreed this is no longer reasonable. I’ll be having to take this to VCAT and Sydney Tools is happy for me to have to do that because they know I might go away and their worst downside would be having to refund me, no penalties apply. Think carefully before trading with this company especially if you are a tradie whose income depends on a product supposedly backed by Sydney Tools.

Thanks Harry! – Our company had 40k worth of tools stolen. Harry at Blackburn sydney tools looked after us and went above and beyond. Thanks for everything. Would highly recommend Show details

Excellent customer service – Excellent customer service! Could not be happier with the level of service and professionalism provided by instore Manager Harry. Went above and beyond in the resolution process. Will definitely be making Blackburn my home store! Thanks again! Show details

Great Customer Service – Highly recommend Sydney Tools in Blackburn. Incredible service, and down to earth staff. Shout out to Dave for his massive help getting back my tools after a theft !

Good luck getting a refund for faulty goods – Bought a backpack sprayer. First time use, it broke. Was told I couldnt get a refund it will have to be repaired.. So I had to buy another sprayer while that one got repaired. They got it back to me a few months later still broken no repair attempt at all. So I left it with them again. Then they said all the sprayers got recalled as they were… Read more

falling apart. So ok how about my money back. Your due a refund but that needs to get signed off by Milwaukee. I have been in and out of the store about 10 times now chasing them up to refund me and nothing ever gets done. Its coming up to 1.5 years since I bought the sprayer. What a joke. Bunnings would replace the faulty item on day 1. And the whole time ive been paying interest as i bought it on a credit card.

I highly recommend this place – Ricardo is an excellent manager. Ive never experienced customer service as good as this. I was given a fantastic deal and he took the time to answer my questions. He went above and beyond by getting someone to drop the item at my place which helped me to save more money. This type of honesty and integrity and service is very rare. Well done… Read more ·  1

Ricardo. Matt was also good and helpful, even when he was super busy. I'll be definitely shopping here again and telling others too. Well done guys, you are a stand out. I hope your head manager reads this and gives you guys a bonus.

Excellent customer service! – I went to see the guys at the Blackburn store & purchased the Milwaukee work bench. Dave & his team were awesome and really helped create a great experience for me to surprise my boyfriend. I highly recommend this Sydney Tools store!  Show details ·  1

Great service from the team at Blackburn – Bought an impact drill Dewalt and the guys did a great deal and great service. Will use the professional team at Blackburn again Show details ·  1

Excellent customer service – My husband and I visited Sydney Tools Blackburn with the sole purpose of looking for a whipper snipper for me to use. We received a nice warm welcome from Ben S who showed me a light weight Makita which was exactly what I was looking for and he took the time to explain all its features to me. The store is extremely well stocked, my husband was… Read more ·  1

like a kid in a lolly shop. The Makita 4 piece combo set caught his eye and after all his questions were answered about the various tools, Ben gave us a very good deal on our purchases and we walked out feeling extremely happy. Thanks Ben for your excellent customer service.

Unreal customer service – Matt From Sydney tools really helped me out, gave me good advice and set me up with a couple freebies to get me going as I start my apprenticeship, absolute legend sydney tools > total tools Show details ·  1

Best tool shop for miles – As a home woodworker who enjoys hardwoods I seek out quality tools and advice. Buy the best tool I can for the job (sadly Festool remains a vision in my dreams), best recycled hardwoods etc. Like many others the big green shed lured me in time after time, only to be disappointed with quality of tools/timber and knowledge of staff. I returned more… Read more ·  1

products than retained them, wasted time, frustration etc.

This led me to Sydney Tools in Blackburn where I embarked on the quest for great tools and advice. Lo!!...I found my forever tool shop. Knowledgeable staff (Dave, you're an amazing bloke), tools always in stock, great prices, trade quality advice and they take care of return customers. You're a name here, not a number. Old school salesmanship. I research my tools yet am open to their professional, unbiased views of tools. I'm a master of my trade as they are of theirs.

I wish the manager and staff nothing less than success and job satisfaction, they're all a great bunch of people. I always depart with a smile on my face and a hearty goodbye from Dave or Luke. The night before visiting Sydney tools is akin to the night before Christmas!! I'll even ride the bike there for delayed gratification.

If you live within reasonable proximity to Sydney Tools Blackburn, I strongly recommend that you visit, introduce yourself, have a browse in the well planned and set up display aisles and buy the tool you need. Since Belic Tools left Blackburn years ago there was a void in a specialist tooling outlet. No longer.

Support local business and the wonderful staff, in return they'll support you, not dismiss you and disappoint you like the big green shed

Sydney Tools happy to take your order and money , supplying the product nowhere near as urgent – I went into the Sydney Tools Blackburn store in Melbourne , the staff were most helpful On making and paying my purchase , i was told stock wasn't in store and had to come from Makita. Were now almost 3 weeks on and still my order isn't in store. So im out of pocket , cant use said tools to earn an income, at the very least we should not be … Read more

paying up front for a floating delivery time. I dont now if its Makita or Sydney Tools that letting me down But its back to Total Tools for me NB - I look like getting my bonus batterys though Asut post before i have a tool to use them in .

Tried to charge me 55% too much – Went to the store , chose the Xtorque Angle driver bit holder, model no: XTAD01, $29 on the shelf ticket. Went to the counter, man said, that will be $45, I looked suprised and looked over towards the display. he said," Oh you are looking over there...OK" and then charged me $29 . Came home check on line, price was $45!! plus $10 delivery. Show details

Unsatisfied customer – Made special trip to purchase tools but waited way too long to get any service. Left the store emptied hand n not happy. I will purchase elsewhere. And lots of products with no price tags. Show details

GREAT SERVICE – After ordering and receiving the item I discovered I had ordered the incorrect item ,I then contacted them and it was changed over the following work day .Cameron it was great to know good customer service still exists.Russell

Good Customer Service – Thanks for helping me resolve the dispute, and sorry for the inconvients casued and will continue shopping here. all the best and have a good weekend, really appreciate for all the help Show details ·  1

False advertising – Had an item on the shelf with a price sticker on front of shelf Took item to register, tried to charge $50 more, when questioned was told that it was the wrong sticker even though there was multiple of that tool stacked behind the sticker Surprisingly the correct tool was ‘not in stock’ Staff were rude and aggressive when questioned about the wrong price displayed Wouldn’t shop with them again  Show details

Stay away – Needed to by an expensive power tool, checked the prices online and Sydney Tools offered the same price as Bunnings. Bunnings was open but Sydney Tools was closed, nonetheless I decided to wait 2 hours until they opened rather than go immediately to Bunnings, to support their local business. Spent $408 in store. Went home and checked one of the… Read more

accessory items that I also purchased (sand paper for $9)- it didn't fit my electric sander, went back within 20 minutes of the initial purchase and tried to exchange for the correct one. They didn't stock the size I needed so I therefore asked for a refund on the incorrectly sized one. They refused, claiming it was their policy not to provide refunds! I reminded them that I'd just spent $408 and all I'm trying to do is get a refund for a $9 item unopened in its original packaging, which virtually any other retail store would be happy to do, but they told me it was their global store policy. What a joke. For a company that sells a significant amount of tool-specific consumables their returns policy is a disgrace. Avoid the drama and just shop at Bunnings, who happily provide refunds.

Fantastic Service!! – Couldn't be more happier with my new purchases!!! The young man Camron who served me i was more than helpful with my selection of cordless tools I needed. Also he went well out of his way to explain everything about each cordless tool I was getting. I'll be back very soon!!  Show details

Delivery delayed but looked after me – Bought some tools from these guys and they supplied the wrong kit, correct kit was express couriered to my door the next morning and they threw in a free torch for my troubles. Thanks Cam from Blackburn store, very easy to deal with and looks after his customers. Will deal with these guys again no hesitation.  Show details

Best customer service around!!! – Thank you to Cameron and Steve for their amazing customer service you guys made my purchasing very easy. Got a great deal too. I will be using Sydney tools for pretty much all my tooling from now on. Appreciate it guys!  Show details

Excellent service – My sales person was Cameron from the Blackburn store. Who was fantastic well knowledge. And takes the time to find out what applications you will be using with your tool. So he can best pick the right one for you.l purchased a few item and Can put together a fantastic package deal. Thank you Cam you are fantastic.  Show details

Quality Saw at an Excellent Price – David from the Blackburn store was very helpful and most pleasnt to deal with. He handled my order very efficiently. It arrived on time and is a very good product at an excellent price. I enjoed using it the very day it was delivered and it has not disappointed me.  Show details