Total Tools
Physical store, Online store · See All
- totaltools.com.au
- ✓ Verified company
- Award Winner 2023
7,441 reviews · Statistics
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Total Tools is a ProductReview.com.au Awards Winner for 2023. Learn more
Online support run out of India, a joke
Online storeHad many emails on different occasions with their online support, and it is a joke,
They are based in India by the sounds of their names, never once actually resolved an issue.
And good luck trying to get them to price match a sale by a competitor, they claim that this clause exempts them from price matching a sale (they don't know the difference between fire-sale and normal promotional sale.)
"Products for sale via auction, stock liquidations, fire sale or clearance (including eBay, Amazon, Gumtree etc)"
Bad customer service
Online storeStay away from Total tools, the stores never have stock and you end up with very little communication about what's going on unless you make contact.
Hello Matthew, thanks for taking the time to provide your feedback and we sincerely apologise for the inconvenience caused. we have contacted you directly regarding this with reference no. #757161. Thank you.
No partial refunds.
Online storeNo partial refunds for items that go on sale within 30 days I am told I need to return the items a 6hr drive away.
Total tools rep unable to help also online support unable to help like robots.
- Return Claim Made: Yes
Hello HII, thanks for taking the time to provide your feedback and we sincerely apologise for the inconvenience caused. We contacted you via email regarding this with reference no. #757529 and have so
... Read morerted this out for you. If it's not too much trouble, I would greatly appreciate it if you could reconsider your rating. However, if you are unable to change your rating at this time, please let me know if there is anything else I can do to assist you further and again, our apologies for the inconvenience caused. Thank you.Thank you, I will update review accordingly when refund transaction has completed.
Great service, excellent staff
VIC, BallaratI purchased a makita line cutter from total tools Ballarat, click and collect. When I was driving in to pick it up Total Tools phoned me to say the trimmer I ordered was not in stock, but they would supply the slightly better model. When I arrived they had it ready behind the counter. I have always found the service excellent and staff even carried the box out to my car for me (looking old I guess). It is good to be able to give a review for great service.
- Return Claim Made: No
- Store Location: Ballarat
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Price match isn't true
Online storeFound an item advertised at $500 less that total tools, so I did the price match online, provided the link to another tool retailer.
After wasting my time, they came back to me and said as it's on special, run out stock they won't match it, mind you they have it on clearance, but just a lot more in price
Misleading, PS if you do try price match a price just check out how many excuses they have for not matching a competitors price.
- Return Claim Made: No
Hello Vic, thanks for taking the time to provide your feedback and we sincerely apologise for the inconvenience caused. We check our prices daily against our competitors, to ensure that you can shop o
... Read morenline or in store with the confidence that you are buying at the very best price. Should you find a lower advertised price for a product that meets the following Terms & Conditions we will happily match the price. Please Terms and Conditions below. TERMS & CONDITIONS
Service
QLD, IpswichMade a early morning call to sales was asked to leave name and number did not get back to me cost them a sale
- Return Claim Made: No
Hello Colin, thanks for taking the time to provide your feedback and we sincerely apologise for the inconvenience caused. Please send us an email at onlinesupport@totaltools.com.au so that we can look into this further. Thanks for understanding.
Realĺllly expensive
Online storeShopped around for an Ego chainsaw and they were $100 more expensive than my eventual purchase. Don't buy from them without a price theck.
- Return Claim Made: No
Hello Chris, thanks for taking the time to provide your feedback and we sincerely apologise for the inconvenience caused. We check our prices daily against our competitors, to ensure that you can shop
... Read more online or in store with the confidence that you are buying at the very best price. Should you find a lower advertised price for a product that meets the following Terms & Conditions we will happily match the price.
Disappointing
Online storeHere's the facts regarding my recent dealing with Total Tools Online
- I placed an order for a combo kit that cost $2k plus shipping, this kit was in stock at the time of my order at a store which is within 90 minutes of driving from me
- Total Tools breached their own terms and conditions by not dispatching within their target time and not contacting me at the earliest opportunity
- I contacted Total Tools myself and was told that my order was forwarded to Brooklyn who had no stock and the kit was on backorder from the supplier. They apologise
Poor online service and poor customer service
Online storeOrdered 2 items
Order was confirmed
Went to store to collect and told they had no stock. (Even though order was confirmed)
Online customer service took 3 days+ to even respond product availability at another store
By then all had apparently sold out!
Customer service was in Phillipines and obviously did not care.
Order was eventually cancelled.
I complained via their support email and surprise surprise no reply after 7 days
Pathetic customer service
They have lost a customer
- Return Claim Made: No
Hello J Jong, thanks for taking the time to provide your feedback and we sincerely apologise for the inconvenience caused. We contacted you via email regarding this with reference no. #749577. Please
... Read morelet me know if you require further assistance and again, our apologies for the inconvenience caused. Thank you.Find out how Total Tools compares to other Hardware Shops
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Sales Rep MF Needs a pay rise /Promotion
NSW, GosfordMF was cool, collected, when I was - I'm going to be honest. I had steam coming out of my ears! The spray gun I'd purchased, needed the nozzle changing to a larger one, and it was frozen solid, previously brought back in on Tuesday, for customer service to change for me, we all missed that somehow the gun got damaged, fast forwards to 11am this morning, and I was ready to spray- but the gun was broken, so downed tools and went back to the store, MF was lovely, he listened to my rather annoyed tone, in regards to the damaged gun, plus the inconv
... Read moreenience of it all, not only did he replace the item, he changed the nozzle size correctly for me and also gave me a partial refund too(the spray gun had been reduced)...Total Tools, this young man made my day, he really is an asset to your business, he is clever, patient, smart and above all gave the best customer service!!! We will be back for sure!!! Please do say thank you again to MF , He is a star⭐️- Return Claim Made: Yes
- Store Location: MF Gosford, NSW
Great Service
Online storeI use Total Tools for most DIY tool purchases. Yesterday, I had a research project for a family member who needs a power tool. I went to Total Tools and two similar stores.
The sales person at Total Tools took care to match a tool with its intended use and knew all the technical details. This was at Rockingham WA. Mandurah WA is similarly good.
don't own up to the sale of faulty products
NSW, GosfordBought my hubby a nail gun approx 6 months ago. It has already broken down at job sites twice!!. Each time "no we can't give you a new one". If the product is faulty why won't you replace it??> I understand to mend item the fiorst time.... but when it breaks down again ?!?!?!. Thought this was a reputable company... I can see this is not the case. DON'T BUY YOUR TOOLS FROM THIS COMPANY
Hi Shugal01, I am terribly sorry for the inconvenience this has caused. I can only assist by forwarding your concern to the store higher-ups. Are you able to send an email to onlinesupport@totaltools.
... Read morecom.au and attach the order information? Is this an online order or in store purchase? I will then request for them to contact you for further assistance. Thank youThis has now been resolved with a new nail gun, but only after we had to almost "threaten"this store with bad publicity. It should never have gotten to that stage. When a new product is faulty, it doe
... Read mores not ruin your reputation, half as fast as bad service does ( being told it's not your policy to exchange for new). That's what leaves a bad taste in the mouths of your customer..... remember that customer will review your saleas and service to other customers... and nothing shoots your business down faster than bad word-of-mouthHi Shugal01, We do value our customer's opinions and very much appreciate your feedback and information so we know how we can improve our service and how to properly address concerns such as yours. If
... Read more you think that the service is not up to your standards, we understand if you will keep the rating, otherwise, please let us know how we can assist you better. Thank you for your patience and again our apologies for the inconvenience.Find out how Total Tools compares to other Hardware Shops
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Excellent Service
VIC, EppingWas asked if I needed help and Adrian took me to the correct tool section. The grease gun was out of stock but Adrian pointed me to a better one and brought the price down a bit for me since what I wanted was out of stock.
Very direct confident service without the rubbish sales pitch, a real blokes bloke.
In and out in 5 minutes.
Great stuff!
- Return Claim Made: No
- Store Location: Epping Vic
Great staff when purchasing, until you have to return a faulty item.
NSW, SandgateReturned a faulty Milwaukee electrical tool and was met with instant resistance and being talked ‘down’ too. It was a chore for the staff to help. Spent a lot of money in Total Tools over the years and the be treated so rudely and unhelpful with no concern to your business impact, it’s very disappointing.
Will never buy from Total Tools again that that experience.
- Return Claim Made: Yes
- Store Location: Sandgate
Hello Andy, We appreciate your feedback and we sincerely apologise for the inconvenience caused about your faulty Item. I've raised your feedback to the management of the store so that they can invest
... Read moreigate and we will I will coordinate and request for them to contact you for further assistance and to properly address your concern. Thank you.
Total tool
NSW, Warners BayI had a total tool try to help me today, wasn't very help full
Hi Mick, John here from Total Tools Online Support. I am terribly sorry for the inconvenience this has caused. This is certainly not the experience we want our customers to have. Are you able to send
... Read morean email to onlinesupport@totaltools.com.au for more information so we can forward your concern to the store and will then request for them to contact you for further assistance. Thank you.Questions & Answers
Do you have or can you order replacement parts for the 6" (150mm)Abbot & Ashbury Bench Grinders?
I know that you sell them in store!.
The ON/OFF Switch, and what would be the Prices$? ASAP please!
Hi Neville, Thank you for contacting Total Tools. Unfortunately, the replacement parts for the 6" (150mm)Abbot & Ashbury Bench Grinders is not available on our website at this time.
I would suggest contacting your closest store as they have access to 60,000+ different tools and parts and may be able to directly order from the supplier for you.
You can find your closest store by clicking the following link. My sincere apologises for any inconvenience caused.
totaltools.com.au/storelocator/
Please let me know if there is anything else I can do to help.
Hi! can you please tell me if you have the on/off switch for the abbot&ashby 6" bench grinder and other parts are available? what is the price on the switch$?
Dont bring it here they will pull apart overquote you and send it back in pieces.
thanks Johnny! But I still need to get a replacement ON/OFF Switch for the 6" Abbott& Ashbury Bench Grinder I'm hoping that there maybe a suitable replacement type (Aftermarket) instead?
Hi there, can you please advise whether you have a guide rail for a Bosch Advanced Cut 50 jigsaw in stock? Thanks
Hi Colin, Thanks for contacting Total Tools. It shows that the Bosch Advanced Cut 50 jigsaw is not available on our end. I would recommend to communicate directly with the store to order it from the supplier. Here's their contact information. Thanks for your patience.
Phone: 0261408444
Email: sales.fyshwick@totaltools.com.au
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Details
About Total Tools
Total Tools stocks a wide range of tools from professional tool brands around the world. They sell everything from automotive and hand tools to welding and construction equipment. You can make a purchase through their website or from the over 100 stores they have across Australia.
The company is Australian owned and operated, and offers a price match guarantee.
Points of praise:
- Most reviewers found that Total Tools had great in-store customer service, with staff showing them exactly what they were after and explaining their product range thoroughly.
- Reviewers who made a purchase online said that their order was delivered quickly.
Total Tools has won a 2023 ProductReview.com.au Award in the Hardware Shops category! Reviewers loved the store's high product quality and exceptional customer service.
Extra Information
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Hello Tom, thanks for taking the time to provide your feedback and we sincerely apologise for the inconvenience caused. May I know the ticket number for your Price Match request so that I can check it further. Thanks for understanding.