Total Tools

Total Tools

Physical store, Online store · See All

4.5

7,441 reviews · Statistics

PositiveNegative
89% · 6,612563 · 8%
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Return Claim MadeYes (146) · No (3,692)
Product Quality
4.7 (3,591)
Shipping
2.5 (161)
Customer Service
4.7 (3,378)
Helpful in-store customer service
Orders delivered quickly

Reviews

Tom D.
Tom D.

Online support run out of India, a joke

Online store

Had 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)"

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Total Tools
Total Tools · 

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.

Matthew S.
Matthew S. South East Queensland, QLD · 2 posts

Bad customer service

Online store

Stay 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.

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Total Tools
Total Tools · 

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.

Hll
Hll South East Queensland, QLD · 2 posts

No partial refunds.

Online store

No 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
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Hll
Hll · 

Thank you, I will update review accordingly when refund transaction has completed.

Ian Knox
Ian Knox Southwest, VIC · 7 posts

Great service, excellent staff

VIC, Ballarat

I 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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Vic
Vic Sydney, NSW

Price match isn't true

Online store

Found 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
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Colin T.
Colin T. · 14 posts

Service

QLD, Ipswich

Made 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
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Total Tools
Total Tools · 

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.

Chris B.
Chris B. Sydney, NSW · 4 posts

Realĺllly expensive

Online store

Shopped 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
Product Quality
Shipping
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Kael
Kael
 · Verified

Disappointing

Online store
Product Quality
Shipping
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J Jong
J Jong

Poor online service and poor customer service

Online store

Ordered 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
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RachelEmma
RachelEmma Sydney Surrounds, NSW · 15 posts

Sales Rep MF Needs a pay rise /Promotion

NSW, Gosford
  • Return Claim Made: Yes
  • Store Location: MF Gosford, NSW
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Stormy
Stormy Perth, WA · 18 posts

Great Service

Online store

I 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.

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shugal01
shugal01 GREEN POINT · 59 posts

don't own up to the sale of faulty products

NSW, Gosford

Bought 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

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shugal01
shugal01 · 
Total Tools
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Andrew H.
Andrew H. Greater Melbourne (Outer), VIC

Excellent Service

VIC, Epping

Was 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
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Andy
Andy Hunter Region, NSW · 3 posts
 · Verified

Great staff when purchasing, until you have to return a faulty item.

NSW, Sandgate

Returned 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
Product Quality
Customer Service
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Mick
Mick · 5 posts

Total tool

NSW, Warners Bay

I had a total tool try to help me today, wasn't very help full

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Questions & Answers

Neville W.
Neville W. ·  · Online store

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!

Total Tools
Total Tools · 

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.

Guest
Neville W.
Neville W. ·  · Online store

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$?

Johnny
Johnny · 

Dont bring it here they will pull apart overquote you and send it back in pieces.

Neville W.
Neville W. · 

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?

Guest
Colin
Colin ·  · ACT, Fyshwick

Hi there, can you please advise whether you have a guide rail for a Bosch Advanced Cut 50 jigsaw in stock? Thanks

Total Tools
Total Tools · 

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.

2023 ProductReview.com.au Awards logo

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.

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