Total Tools Online store

There seems to be no policy to handle faulty goods in accordance with Australian consumer law. I received a router with a major fault, which I ordered via the web store. TT online agent told me I need to contact the distributing store, which I did. The distributing store manager told me that I don't have a claim as it's outside the 30 days and I… Read more

would need to send it to Dewalt for assessment, and that I should visit my local store to organise that. I told them I'm not interested in that as they have no stock and I shouldn't have to deal with a manufacturer for a new faulty item, and that I want a replacement part sent out under warranty. My second preference was to just return the item, but the fix was incredibly simple with a replacement collet and kept everyone happy.

The distributing manager reluctantly agreed to send the part from Dewalt but assured me it was a one time thing (why? - it's the logical fix). A couple weeks later the incorrect part arrives and I emailed the manager stating the part is incorrect and that I'd rather just return the router to buy elsewhere. The manager asked me to return the product to my local Total Tools. On arrival, the local store who of course knew nothing about this, said I can't return it as it would need to be sent to Dewalt. Again I said I'm not interested in that. They then claimed that it needs to be returned to the distributing store (ages away) as they're all franchises. It was only when I produced the email from the distributing store manager that the local store agreed to accept the returned product, and assured me that a return would be done online via the distributing store. I left the tool there and received no record of the return, but it seemed like my only option. Thankfully, I did receive a refund shortly after.

This is the second time I've had a faulty tool from TT and both times I've been given a run around by abrasive staff who are clearly working from the same playbook. Total Tools is operating outside Australian consumer law by refusing to smoothly handle major faults with new items, trying to muddy the waters and exhaust the customer. As a customer, I don't want to hear about complex processes, franchises or any other nonsense. Just follow the law and stop putting customers offside. This will be the last time I buy from TT as it's easier to just special order through the competition and know I'll get a better after sales experience.

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.

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.

Fantastic service. Ordered a socket set at an excellent price (literally unbeaten anywhere else) in the early hours of a Wednesday morning. I received the socket set in the mail early on the Friday even though it was an online order originating from country Victoria. Yes, the order was actually fulfilled by the store nearest to me (Total Tools… Read more

Shepparton) but that store is still a good hour's drive from me and I never expected them to pick the order so quickly, let alone it get delivered so fast - with free delivery on top of all of that. Apart from that, anyone living here in country Victoria knows how bad and pot holed our roads are - we only go anywhere these days if we absolutely have to or where the reward is greater than the risk so I rely an awful lot these days upon online services! I will absolutely be buying from Total Tools again if I need anything and they stock it.

Fast and efficient – I purchased a dewalt box set Wednesday morning I received my purchase next afternoon delivered I am so happy with timeline price and delivery to island most places won't deliver here and was free delivery you deserve all 5 stars I will be shopping here again well done

Best customer service experience I have had in years – One of the best online customer service experiences I have ever had. I was trying to track down a particular model of hedge trimmer which appeared to be out of stock in most stores. I contacted the customer service agent (Louie) who went over and above to get hold of one of the last remaining units in the country and have it shipped to me. … Read more

Louie communicated with me the whole way through the process, keeping me updated on where he had found available stock and when it would be transferred for shipment to my home address.

I really can’t fault the incredible service I received from Louie and total tools and would like to say a big thank you for making my shopping experience so seamless.

I will definitely shop at total tools again and hope this review helps others who might be considering an online purchase.

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.

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.

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 ..

They censor their online reviews. I had a bad product experience and submitted a review online. This review never appeared and I had no feedback as to why. I can only conclude that they did not like what I had to say, which was polite, honest, to the point, but also critical. I think their name is appropriate.

I am giving Total Tools a 1 star rating because they used ARAMEX couriers to deliver my product which I have had a massive run a round trying to find out where it has gone. Even on Product Review - Aramex has a terrible rating and should not be used. Shame on Total Tools for using such a poor delivery company. I will neve use Total Tools for online purchase again.

Beware of their points promotion! Scummy misleading practice by Total Tools. If you unsubcribe to their marketing emails you are not eligable for any points during their bonus points promotion! You only find out about this after you make a purchase and enquire where your bonus points are.

Do not buy any EcoFlow products from Total tool ! I’ve been waiting for my order for two and a half months now, and they still can’t give me any clear answer on how much longer it will take. I’ve contacted them multiple times and never got a satisfactory response. It’s really infuriating.

Tried to get them to price match as says they do on website. They came back with numerous responses why it didn't apply even though pointed out that wasn't correct. They would just send back new way to not honour it. Found it cheaper with free delivery else where. Will never shop there again.

The name says it all. Do not order from here. I made an order that should have arrived that week because it said every item was "in stock" at a local store. However after 2 weeks the order still had not even shipped. When I called them the store said they had no record of my order number. I then called customer service who informed me an item was… Read more

on "back order" and could be an additional 10 days. Why did they not tell me the item was not in stock in the first place. Now my job is at risk of not being completed. There was no immediate refund when I cancelled the order and I have no faith the refund will come without more hassle judging my other people's experience.

Paid for delivery. item was sent by couriers please. The nearest shop with what I wanted was 19 mins drive away. Couriers please did not try to deliver, I checked cctv all day, but they took the item to a post office 20 mins drive away. Thats worse than useless. Absolutely useless help from total tools. couriers please were no help… Read more

because i was not the sender. No updates from total tools, nothing arranged for redelivery after a week. Think carefully before you use total tools online ordering. I don't recommend it

A very simple price match request was made very onerous, obviously trying to get out of honouring their price guarantee. Much easier to take my business and loyalty elsewhere.

So many clauses in the price match guarantee it's a joke so don't bother. I followed everything they asked and received 2 messages back with all the clauses. Nothing pinpointed. I will never buy from them