Total Tools

They are bunch of con artists. I am never too early to make the judgement but these guys are pretty bad at handling the issues with faulty products and very quick to blame the customer for not using the tools properly. I purchased a Husqvarna Chainsaw that I used only once for 10 mins to test it and it seemed to have worked all right and at the… Read more

time of purchase it was topped with fuel & bar & chain oil by the store I bought it from. Next time when I used it, a month later, it still had fuel and lubricating oil in it but I topped up and made sure it was all filled in to the max limit. When I tried to start the chainsaw, after multiple times of pulling up the chord, it failed to start. I thought it's better to return it as it's still under warranty. The chainsaw got taken to the total tools store in Coopers plains and one of the concerned person at the store informed my friend who was returning it on my behalf that, no 2T oil has been mixed into the fuel and that's the reason why it's not working but it needs to be sent to their repairers for further assessment. Product was bought just couple of days over 1 month at the time of return. Got the call within 2 weeks from the store mentioning that the chainsaw has been assessed and the repairers believe that there was no petrol in it when someone tried to use it but problem has been rectified by the repairers and as a result of that I have to pay $140 as the repair charge. Now, first of all I've been using the power tools for last 15 years, so I do know the basics about them. Secondly, the company has just got a bad attitude of not willing to listen and straightaway put the blame on me for not using it properly, which wasn't the case. It's just $140 which I would've been happy to pay if I was at fault but it's matter of principle now and I've refused to pay them the money and told them they can keep the faulty chainsaw which is still under warranty. I'll raise the issue further and don't mind loosing what I've paid for buying the chainsaw but never again will I buy anything from Total tools with the sort of poor experience I've had with the mob so far. I've mentioned them to send me the details and pictures taken by the assessor and repairers that I'm still waiting for to take the matter further. Shall get the updates posted. I've dealt with a lot of different stores over the years, never had issues with anyone of them so far but Total tools ( Coopers Plains).....big no no.

To-day I was given a great deal of assistance in identifying the best products for my needs by Jazz and Adam. I was unsure of what I needed and their help was much appreciated. Being a senior I was relieved at being given assistance in loading heavy goods to my vehicle. I will definitely return to Total Tools. Show details

Absolute shemozle 3 separate companies for 1 click and collect and oh boy buck passing big time as neither can fix issues Alexandria advising contact online, online saying 3rd party CC and the merry go round starts, 2 charges ony card and nothing to show for it! Online shows out of stock, instore says in stock contact online to fix and on it goes. Show details

online purchase. after waiting over 1 month and after many emails to courier virtual help, and total tools messages that go to the Philippines call centre, im finally informed the unit has been lost in transit. Now i'm told if I don't receive a… Read more

refund for the product within 1 week I'm to call back. been a long time since I've dealt with this level of incompetence.

Super friendly and helpful staff! We bought a generator - gorilla brand and we are very happy with the product, but the gentleman who served us went above and beyond. The product was not on the computer listing or easy to find, but Jake was determined to find the details for us. We had phoned the store while driving for a few days away and so he… Read more

called us back to advise both the model number and price and then kindly texted us the details using his personal phone. When we rang him back after looking at other models online, he put the generator aside for us to collect and pay 5 days later upon our return from travelling. We found this both surprising and super helpful, he was truly delightful to deal with - thank you Jake and Total Tools!!! We will be back!

Couldn't be happier with the help received. I was after edge guide for a DeWalt router, and had to look at another brand. They didn't have one in stock, but rang around for me, checked the other store (Prestons) had stock, and were genuinely pleasant and helpful. A far cry from the other major tool store in Gregory Hills.

I have purchased many tools from Total Tools over the years, both on-line and in a store. I have not had the opportunity to test their returns policy until today. My experience was very positive and will keep me coming back. I purchased a DeWalt Thicknesser last week, based on its glowing reviews. After using it for an hour (doing a great job… Read more

of planing decking timbers), a screw holding a drive gear loosened and the whole mechanism jammed, damaging the gear in the process. (Dewalt, maybe try googling "Loktite"). I drove to the store today and asked for a new unit and the staff didn't hesitate. We had a short conversation so they could understand the situation, but quick as a flash I had a new unit and was off again. The machine is doing a good job, but I'll put my own Loktite on these drive gear screws.

I ordered a set of metabo tools. A couple of weeks went by and they contacted me saying the tools are out of stock and they wouldn't be available again. They did return my money. But here we are a month later and the deal is still up on their website.

I recently tried to purchase a Leatherman Wave Plus through Total Tools using their price match policy, and while the price match itself was approved, the overall process was far more difficult and frustrating than it should have been. To start on a positive note, the online support team (Richard) did approve my price match request and provided a… Read more

working code. That part was smooth.

However, the issues started when I tried to actually complete the purchase.

Total Tools’ online system only allows a single payment method. I had multiple prepaid Mastercards I was trying to use, which is not uncommon, but there is no way to split payments online. I asked for assistance and was told this simply isn’t possible.

To work around this limitation, I ended up purchasing two Total Tools digital gift cards (Order #004335736 and #004335748) so I could consolidate my funds into one usable payment method. This was already an unnecessary extra step caused by their system restrictions.

Then I discovered: • Gift cards can take up to 4 hours to be delivered, and • 12–24 hours before they are activated and usable

This creates a real risk of missing out on the approved price match while waiting.

On top of that, because of the one-payment-method restriction, I was left with a small remaining balance (~$12) on one prepaid card that I now can’t use toward the purchase. That money is effectively stranded due to their system limitations.

I also tried to get clarification via live chat, where I was told an agent would join within 2 minutes, but after waiting nearly an hour, no one responded.

I then tried to chase this via Facebook, only to get automated responses through an AI bot and could not talk to anyone.

Overall, while the staff I dealt with were polite, the process itself is overly rigid and not customer-friendly. I was ready to buy immediately, had an approved price match, and still had to jump through multiple hoops just to try and complete a simple purchase.

Summary: • Price match approval: Good • Payment system: Very limited • Gift card delays: Problematic • Customer service response times: Poor • Overall experience: Frustrating and unnecessarily complicated

Not convinced I would buy with Total Tools again.

I recently purchased a couple of electrical test tools from the Total Tools online store. I was only informed that these item are special order items once I enquired about when they will be shipped. It appears that much of the stock they display on their online store may not be “in-stock”. As all of the Total Tools stores are based on the… Read more

franchise model, once the order has been allocated to a store you only find out at that point if they have the item in stock. If not, special order with a 7-15 business day delay (up to three weeks!). The Total Tools site does not indicate “Out of Stock” or “Special Order Only” They just take your money and let you know after later. Very poor policy.

If you’re in a hurry for a tool, don’t use the Total Tools web site to purchase. Trade Tools and Sydney Tools are not franchises and can ship from the store that has it in stock. They also seem more reliable and customer friendly and as least indicate if something is in-stock or special order before taking your money.

I have had several communications with their customer service (Rechelle) and Oscar at a local store and was told sorry for the inconvenience and BTW there may be further delays, we’ll keep you posted. Repeated requests for a refund, so I can buy this item locally, were ignored. Online order reference #2000807541

Update: I received a refund from Total Tools for these items. I have upped the rating to two stars. BTW, I purchased the same electrical items form the Klein tools' Amazon page and received the items at 10:00am the next day.

A 17% Downgrade Labeled as an "Upgrade" — Fool Me Twice... Against my better judgement after a previous poor experience, and having $300 of Insider Dollars to use, I decided to give Total Tools Mildura another chance. I placed an order on 7 April for an EGO LB6500E blower, which was listed as "available to order." After 15 days of silence and… Read more

excuses about a "fuel crisis"—while Sydney Tools fulfilled a separate EGO order for me in just 3 days—I was finally told my item was obsolete. The store claimed the supplier was sending an "upgraded" model in its place.

The replacement unit (LB6150E) is an objective downgrade in every category:

- Performance: I ordered 1105 m³/h volume / 290 km/h velocity. I was given 1045 m³/h / 241 km/h. That is a 17% drop in wind speed.

- Inclusions: The model I paid for included a Flat Nozzle and a Shoulder Strap. This "upgrade" excludes both, leaving me with a weaker tool and fewer accessories.

Calling a lower-spec, stripped-back model an "upgrade" just because it's a newer SKU is misleading. I have kept the box sealed and am demanding the LB7650E (the only actual performance equivalent) or a full refund of my $299 in credits.

I tried to be a loyal customer and use my credits, but I’ve been met with systemic delays and misleading information. Never again.

Price match guarantee is a scam - descretion is for individual store to decide. Should be called price match maybe -if we feel like it - guarantee suggests it will happen - fraudulent wording. Also sold a milwaukee drill that didn't drill - took it back within half an hour to say it wouldn't drill a hole and were told oh yeah you should've… Read more

bought the tradie one and we can't take it back as its now been used. After asking to speak to the senior person on staff they eventually took it back and swapped it for another 18v cordless drill (tradie one). I mean a drill should drill or its not a drill - right? Then after saying Sydney tools had this drill cheaper and they had a price match guarantee - i was billed full cost difference and sent on my way. I then spent time submitting the claim online to receive a msg that really its up to each store discretion - I know where I will buy tools from in future...

So disappointed in this generator. I.like many other caravaners buy generators for the times you are off grid and need the power for an AC or Heating. I have a diesel heater so I only need mine occasionally for AC if it is above 35c. I store it correctly, I service it as required and I run it often even when not using it. So I have had it for 9… Read more

months, used it twice, above 45c at the moment so perfect time to start the generator whilst we are off grid. Will not power anything, even when it is unplugged it still runs for a few minutes and shows 'overload' and cuts out. The one time I actually need it and it has faulted. Looked up on line and this appears to be a common issue with Gentrax. If it happens often, why the hell haven't they fixed the d#mn issue. I will get it repaired under warranty and then dump it. I need a generator I can rely on, not this pie e of rubbish. I really liked all of the features of this generator, but not willing to have it non operational when actually needed. PS: it has only done 5 hours work.

Update over two weeks later. Worst customer service ever. I recommend if you are looking for a generator for your caravan, camping or other activity, do not choose Gentrax. I understand that at times things go wrong, but when you struggle to get hold of customer service until the go to publish a review, and the reseller cannot even get hold of them after .multiple attempts, just goes to show they have no customer focus at all. I.have now asked for a full refund, we will see how that goes.

Here we are three weeks later. The seller still cannot Gentrax via the customer phone number, nor the public contact phone number. My correspondence to them does not get me anywhere. The generator was returned to them over a week ago and still sits in the freight company depot. I reiterate my comments above, do not buy this product

Total Tools price match is not real. They ask you to send them the actual page that you saw a competitors price. I did that, I also mentioned that Bunnings sold it cheaper than they had it for. They rejected the pricematch so I will buy it from the competitor. Metabo 216 mitre saw. Total tools $259, Bunnings $229, Sydney tools $229. Pretty easy to find a better competitors price

There redemption and bonus bucks is the biggest rip off. I have had over $500 of bonus dollars and got told I can’t use them as it was out of date. No one told me of the expiry and it didn’t say it anywhere.

Not sure if this problem is with only this store or many. I once loved my local Total Tools with their variety and different quality brands from inexpensive to quality tools. Customer service was always fantastic. If the store did not have something you wanted on display, they could easily arrange to get one in. Today my shopping experience was… Read more

disappointing. Asked a sales rep about a product that Total Tools do stock by a major brand storage system. However this particular set is not listed on their website in a different configuration, Total Tools sells a 5 in 1 set and I was inquiring about a 4 in 1 set (sold at Bunnings). Sales rep checked Total Tools web site and it is not listed. No offer to check if it could be ordered in for me or to contact the supplier, seemed too hard to try!

Since I was in the shop, I went and checked what else Total Tools stocked with this brand system. There was definitely a lack of items on display and even the 5 in 1 system that Total Tools do sell was not on display.

It feels that this store may be going down the same path as Sydney Tools and Bunnings. Might have something to do with the size of the store however I'm personally noticed the shelves no longer stock a full range. Many brands with minimal displays or selection of the tools. Fully understand you can purchase online for the full range. This could be a marketing practice to get customers to purchase online or to save money. Going to the store in the past was a pleasant experience with good variety that you could pick up on the day. Now most times I go to the store looking for a particular brand item that is sold by Total Tools is nowhere to be seen. Not sure about Total Tools Melton survival if they start driving away returning customers to the online experience.

I would not use Total Tools if you are an industrial company. Any items that need replacing under warranty are at the customers expense now with no option to lease or rent replacements whilst repairs are being completed on previously purchased items. I purchased a faulty compressor purchased one year ago. To maintain operations during the… Read more

warranty process, I was actually required to purchase a new unit.

Following this, refunds are not issued for faulty items; instead, repairs are mandated so that they can re sell the item.

Total Tools have been of no help in that situation and have cost me more money than originally anticipated - even though at the time of purchase all the these major missing services we're available.

These missing services are required for industrial companies otherwise they will be shut down.

Update: Total Tools Rockhampton has reached out and rectified the mistakes made, I have changed this review from 1 star to 3 stars, to reflect the speedy resolution process. Price match guarantee is a joke, went in with numerous examples of lower prices and the staff made up not existent terms and conditions such as, the retailer is not local… Read more

and the retailer needs to have a shop front? When pointing out that all the retailers had physical addresses, they then said they look more like warehouses. Yes, warehouses you can walk into and buy something off the shelf, much like their Total Tools store but not as flash. After wasting 2 hours of my time, the lady serving me handed me over to the store manager, who then proceeded to not honour any of the price matching. Will be writing a complaint to the email address provided as well as the ACCC. I've come to realise that the 'Price Match Guarantee' is most likely a guarantee of refusal and this is systemic accross physical stores and when using the online price match service, which I tested today. ACCC need to investigate this as Total Tools are not following their own 'Terms and Conditions'.

3 different companies involved in a simple click and collect! Buck passing big time as neither can fix issues Total Tools Alexandria advising contact online, online saying 3rd party CC and the merry go round starts, 2 charges on my card and nothing to show for it! Online shows out of stock, instore says in stock contact online to fix and on it goes...No option for complaints either ..