Osborne Park to go-to Toolmart – Nick has great product knowledge, and the store is always tidy, well stocked and meticulously arranged.
Husqvarna – I have purchased a Husqvarna Chain Saw from this place on the 6/6/2021. After 3 weeks the product packed up. Took the item to Tool Mart Osborne Park. Spoke to the Manager and have left the item for repairs. He said it will take only 14 working days to solve. Today is 20/08/2021 but still I am struggling to get the item back. Most inefficient trade store I have ever seen. From then to-date I have wasted my time calling them at least 5 times a week. Nothing happened. Every person in that store is passing the buck. I spoke to their service department and the guy who spoke to me always was very rude. Don't care attitude. I have spoken to Husqvarna directly and they are worse that that. I was helpless and decided to lodge my claim through Consumer Affairs Ombudsman WA. Never will recommend to TOOL MART or Husqvarna.
- Store Location: Tool Mart Osborne Park
Worst Branch I have Ever Used – Went into Osborne Park Toolmart and purchased a 65mm masonary carbide tipped hole say and sds shaft. I took my original one in that has drilled more than 1500 holes through double brick walls and concrete, was told that they were no good because the drill snaps off, well it hadn't after that many holes , any way was supplied with a different cheaper one that was way better according to the salesman and was told they don,t sell that brand anymore. 2 of my guys traveled 200 k,s to do a job only to find that the drill bit kept coming out after it was tightened,and was useless, cost me wages for 2 guys and lost time on the job. Rang Toolmart Osborne Park and asked what they would do about it, the guy that sold it to me said has it been used and I said yes but only till the drill came out, his reply was Bad Luck nothing we can do about it take us to court because its been used, a quick call to a very good friend who is a solicitor said rubbish the tool wasn't fit for purpose and contravenes the Australian limited warranty laws, so I asked for the head office and the guy the (manager) could be more helpful exchanged it straight away and apologized. even when talking to the guy from Osborne Park another guy behind the counter was saying the original one I had was no good, I asked about this older guy and was told he doesn't even work there and was a rep,why would he be behind the counter giving wrong advise anyway. Anyway would still recommend the Belmont branch but be very weary of the staff at Osborne Park.
- Store Location: Osborne Park
Well I don,t know who you are but obviously your getting conflicting stories, I stand by everything I wrote and that,s exactly what happend, as for the rep who has had 20 years experience. he should have known the product better, I,m not blaming him but after 40 years of drilling holes in masonry it seems very strange. I explained to the guy who did the change over that the grub screw had come loose and was missing, it was tightend several times during the process but kept coming loose. I can categorically tell you the guy on the phone said has the tool been used, I said yes and he said we cant do anything about it, this was unreasonable and he went on to say then sue us and hung up I run a small business and spend maybe $15000 a year on replacement tools , I wont be using your company again. If I was to run my business like you run yours I,d be broke. I would just like to add one thing here earlier I purchased a die grinder form you and when it was opened there were no collets with it, you will remember this because you had to post them to me, another day lost and the explanation was the guy you were dealing with is only learning and wouldn't have known the tool required collets.
Spot on product – The staff on the phone were very helpfully and told me they were out is stock, promised to call me back, they did and delivered the product a week early.
- Store Location: Osborne park
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Dear Sir, It is always disappointing to hear when a customer does not get the service they expect from a store.
We did investigate the issue with the staff involved and the supplier representative who was at the counter at Osborne Park and I’m not sure what else we could have done in this instance.
• The representative behind the counter simply stated they used to have some issues with the Armeg ball bearing on the arbour as they were the agents originally. This representative has been in this particular area of the industry for over 20 years and is very knowledgeable in the Masonry drilling sector • We did offer to get the Armeg in for you initially but the cost was significantly more and you elected to take the one we had in stock – which we sell in large quantity and have no issues with. • We offered to replace the arbour immediately when a complaint was made • The arbour returned is missing the grub screw that holds the pilot drill which would have been the cause of the issue? The thread in the arbour appears intact albeit covered in dust. These grub screws do work lose in the process of drilling and it is normal to tighten them as you work through. Even without this it would have still been possible to drill the 65mm holes as long as an 8mm pilot hole was drilled first. • The staff involved and the others in store did not at any stage say “bad luck – nothing we can do” or “take us to court” but tried to assist throughout the call? • I understand our staff at Belmont assisted and you ended up with the Armeg unit after paying the extra cost.
While I appreciate this did not work out well for you I believe that everything we could do was done to assist.