Sydney Tools VIC, Moorabbin

This why there is only a handful of customers in this store – No surprise why every time I'm in this store there is only a handful of customers compared to hundreds at Bunnings walking distance away. Why do I shop here, well I guess different product range, no cues and expecting a little more personalised customer service. Spent close to 10K here in last 12 months and all going well until I wanted to return a $110.- compressor I bought an hour earlier. At the counter I'm told only the store manager can issue refunds who eventually comes over and first thing he says " what's wrong with it?". There is nothing wrong with it, its just not suitable for my plumbing business and doesn't perform as required. So the run around begins. Whilst I'm waiting I head to the isle to see if any other compressors may suit and pick up another unit with 2 tags below it, discounted from 169.- to 149. Back at the counter with the young assistant waiting for the manager to process the transaction which took another 10 minutes after chatting with another customer. At this point I let the assistant know the service isn't good enough and I'm likely not returning to this store. He finally shows up and I'm given the final price which was higher than expected. So I query the price advising the unit is discounted to 149. So I quickly head over to the isle and take the tag of the shelf to show him. His reply its 169. I then told him he obviously doesn't need customers and requested a refund. Then he says, we can't because he'd already credited the account and hands me paper and pen to wright down my bank account details. To not waist anymore time I agree to take the other unit after all, when the store manager starts saying that he's getting annoyed and that I'm swearing and getting loud. Then he says I wouldn't talk to him like this if he was not wearing the Sydney Tools uniform. Obviously I'm fuming by now and it started to escalate in front of other customers. This store manager was more than happy to pick a fight with me and I was told to F...O.. from his store. Ultimately, your job is to ensure a positive customer experience and maintaining a professional etiquette, even if your customers are disgruntled or complaining. Word of mouth is the best and cheapest way to grow your business. I'll be sending an email to my large network of plumbers, trades, business owners and friends warning them from entering this store.

Customer for life – John was the absolute best and I will not move left or right with my hardware before asking him first.

Does what it needs to :) – Dealt with Tim at the store. He supplied me what I needed and did not try oversell me into something I wanted. Purchased a compressor that would suit my job. Worked and happy.

Good store, but DON'T give them your mobile – Good service and a great looking store with huge range. Just don't give them your mobile phone number, or you'll start getting spam texts from them. I'm sick of businesses who abuse my trust in this way.