Sydney Tools

Purchased a Hikoki Reo bar bender, and had Two batteries fail. Took them back to Sydney Tools Virginia, and they agreed they were under waranty. Waited 4 weeks and heard nothing, so i called them and they said the claim had not been entered correctly, It has been another 4 weeks and again not heard a word from them. Poor comunication, and poor… Read more

after sales service. Unfortunely I needed to use a store credit, hence the reason i purchased the bar bender from them.

Once this is sorted i will never enter the shop again, and suggest others be aware of this poor service, and think twice when buying from Virginia branch

I recently purchased a $189 SpeedGas Argon bottle from Sydney Tools Chirnside Park. Approximately 30 minutes after purchasing it, I returned to the store with the bottle completely unused. I had decided that I felt the price was too high and I no longer wanted the item. I was then informed that gas bottles could not be returned. Although I was… Read more

disappointed, I understand that Sydney Tools may have its own policy regarding change of mind returns on gas cylinders.

My complaint was never simply that they refused to give me my money back.

My complaint was that nobody told me before I purchased the bottle that it was non returnable.

To me, this is basic customer service.

If an item becomes non returnable the moment the customer walks out the door, particularly an item costing $189, I believe that should be clearly explained before payment is taken.

Had the salesperson simply said, “Before you buy this, just be aware that gas bottles cannot be returned for a change of mind,” I would have had the opportunity to make an informed decision.

I could have purchased it knowing the conditions, or I could have decided not to buy it.

Instead, nothing was said.

I therefore submitted a complaint through Sydney Tools’ Consumer Disputes Resolution Team because I thought this was something the company should be made aware of.

Unfortunately, the phone call I received from their representative was far more disappointing than the original refusal.

I tried to explain repeatedly that I was not arguing that Sydney Tools was not allowed to have a policy. I was simply questioning why such an important restriction was not brought to the customer’s attention before the sale.

During the conversation I used an example of purchasing a $20,000 tool and asked whether that could be returned. The representative responded by asking me whether I had actually done that before.

Of course I had not. It was simply an example to explain the principle.

I then tried another example using a less expensive tool.

Rather than acknowledging the point I was making, the discussion became increasingly argumentative.

Eventually I was told that it was my responsibility to perform my own due diligence, do my homework and research Sydney Tools’ refund policies before making a purchase.

I found that response extremely disappointing.

Who realistically walks into a tool shop, stands at the counter and researches the company’s complete refund policy before purchasing an item?

Customers should be able to reasonably expect that if an unusual or important restriction applies specifically to the product they are purchasing, the business will tell them.

The representative also explained how dangerous it would be for Sydney Tools to take the gas cylinder back.

I fully understand that gas cylinders require careful handling and that there may be safety reasons behind Sydney Tools’ policy.

But that does not change my point.

In fact, if there are serious safety considerations that make a gas cylinder non returnable, then surely that is even more reason to clearly advise the customer before they purchase it.

I was not asking for anything complicated.

I was trying to explain that the entire problem could have been prevented with one simple sentence:

“Just so you know, once you purchase this gas bottle it cannot be returned for a change of mind.”

That would have been completely reasonable.

Instead, I felt as though I was being spoken down to and told that the problem was my own fault because I had not researched Sydney Tools’ policies before making the purchase.

By the end of the conversation I was extremely frustrated and ended the call.

For a department specifically called the Consumer Disputes Resolution Team, I expected the person speaking with me to at least listen to the concern and understand the point I was trying to make, even if Sydney Tools ultimately decided not to provide a refund.

I run a business myself, and if a customer raised an issue like this with me, I would listen to the feedback and consider whether the sales process could be improved.

The $189 refund is almost secondary now.

What disappointed me most was the attitude that the customer should have done their own homework rather than Sydney Tools simply making an important condition of sale clear before taking the customer’s money.

Based on my experience, I will be taking my future tool and equipment purchases elsewhere.

Very disappointing experience – Dewalt x McLaren Tool Box I purchased a Dewalt x McLaren mobile tool box online expecting a quality product, especially given the Dewalt and McLaren branding. Unfortunately, when it arrived, I was extremely disappointed with the quality. The tool box feels cheap, flimsy and poorly made, and certainly not what I… Read more

expected for the price.

The item had literally just arrived and was opened for the first time when I decided I wanted to return it. It was in brand-new condition. I took it back to the store and was told they do not accept returns.

I then contacted the business to try to resolve the matter and have given them the opportunity to respond, but my messages have been completely ignored.

Very poor customer service. When you spend your money on a product from well-known brands, you expect both quality and reasonable customer service if you’re unhappy with the purchase.

Based on my experience, I would think twice before purchasing from this business. Make sure you understand their return and refund policies before handing over your money.

Pathetic staff at Minchinbury NSW branch. Extremely unwelcoming team and very poor online customer service. I WILL NEVER EVER DO BUSINESS with them again

Jayden T Helped source my request. Made arrangements for payment and where to collect from another store. Very easy. Show details ·  1

Hey there I brought a lincoln compressor about 15 months ago and it failed I rang south Nowra and it couldn’t be fixed under warranty after about 6 phone calls they said that they couldn’t help me out so I rang Wollongong store and spoke to Zac and he sorted it out in 1 phone call and parts were on there way Big wrap to Zac for helping me out Show details ·  1

Happy with my service from Sydney Tools Lonsdale S.A. I was served by Cody & Shane. Both very helpful, helping me match nails and staples for the tools i purchased. 10/10 Cheers Lads :) (I hope this review reaches them) Show details ·  1

Ashton from Ballarat was really helpful and answered all my questions and tried his best to find an adaptor for my chainsaw and was good to talk to and new his job great service 10/10 Show details ·  1

DO NOT DEAL WITH SYDNEY TOOLS. No refunds, 14 day exchange policy, never call you back until you lodge a complaint with NCAT. TOTAL TOOLS IS THE OPPOSITE! Good to deal with, refunds with no questions, easy exchange and excellent customer service. I WILL NEVER EVER AGAIN DEAL WITH SYDNEY TOOLS!!!!! Sydney Tools has more negative customer feedback than positive.

Very Disappointing Experience I ordered a DEWALT 54V DCG418N-XJ Angle Grinder with a bonus battery and charger. The grinder arrived without the original box, wrapped in bubble wrap, with scratches, dirty marks and a missing part. I took it to the Pakenham store today. After checking the grinder, the staff member brought out a new sealed box of the… Read more

same model, opened it and took out the missing part for me. When I asked why he couldn't simply replace my grinder with the brand-new one, he said the sealed box was a kit worth more than $500 and that I would have to refund my purchase and pay more than $500 for it. I explained that it wasn't a complete kit because there was no battery and charger in the box. I also pointed out that the two grinders were exactly the same, but he still refused to swap it. When I asked to speak to the manager, he said he was the manager. However, he then said he wasn't sure whether the grinder I received was actually the one they had sent me. He wanted to check the CCTV and find out who had packed the order, and asked me to come back on Monday so he could speak with the store manager and decide what to do. This was very confusing and contradictory, especially after he had already told me he was the manager. I refused to make another trip because it is 15km away from my home and said I would wait at the store. He eventually called the manager and agreed to replace the grinder. However, they only swapped the grinder and still didn't provide the original box. Very frustrating experience. This could have been handled much more simply and professionally from the beginning. I'm sharing this review because I hope the store can learn from my experience and improve its customer service and processes. I don't want other customers to have to go through the same experience I did.

Terrible customer service. Both employees were sitting at the counter when we came in. One of their friends then came in and stood at the counter chatting with one of the employees, while we waited for the other employee to finish serving so we could ask for help. Another customer came in looking for help and ideas. The employee who had been… Read more

sitting there chatting with his friend acknowledged him, but didn’t even get up from his seat to assist him or show him any options. He simply gave a response from behind the counter and went straight back to chatting with his friend.

Meanwhile, we were still waiting to be helped and weren’t acknowledged at all. It was very disappointing to watch an employee prioritise a personal conversation over customers who were clearly there needing assistance.

Extremely poor customer service.

Went to purchase a couple of items... grand opening today new store.... two people didn't have a clue if they had what I was looing for... can you bring it in from a different store ?? "NO, we don't do that" Show details

When I was in the Regency Park store today with my husband a staff member approached me and told me that I had to leave my handbag at the front counter. I was quite surprised and asked, “You’re joking? My handbag?” He responded that yes, anything bigger than an iPhone had to be left at the counter. My handbag contained my purse, keys, clear… Read more

glasses and sunglasses, and there was absolutely no room inside it to put anything from the store. I actually found the instruction unnecessary and quite confronting.

Most importantly, I felt as though I was being treated as a suspected criminal rather than a genuine customer. I had been in the exact same store on the weekend, got help from a salesman, made a purchase, and had not been asked to leave my handbag at the counter. I was surprised by the request, and being singled out on this occasion was particularly uncomfortable. I would have been more than happy to show staff members the contents of my bag upon exiting the store on either of my visits.

I also did not feel comfortable leaving my handbag, containing my personal belongings on a counter where somebody could potentially simply pick it up and walk out of the store. 

I would have expected that, if Sydney Tools has a policy requiring customers to leave larger bags at the counter, there would be a secure or supervised place for customers' belongings to be stored. As well as additional signage at the door advising of the policy.

Don't get me wrong, I completely understand that retailers need to have measures in place to minimise theft, and I have no issue with reasonable security procedures. However, the way this was handled made me feel uncomfortable, targeted as a thief, and unwelcome, particularly when there was no apparent reason to believe that I intended to put anything from the store into my handbag.

I left the store feeling embarrassed and as though I had been treated with suspicion simply because I was carrying a handbag. I also feel like this is singlingout women. That is not the type of experience I would expect as a customer.

Such a shame because it is set out so much better than bunnings etc but I can say with certainty that I will not be returning to that store.

I’m very disappointed with my cancellation experience with Sydney Tools. I placed an order and paid by American Express, including the credit card surcharge. The order was subsequently cancelled and the purchase amount was refunded, but Sydney Tools has refused to refund the associated card surcharge. Their explanation was that the American… Read more

Express surcharge had already been remitted to American Express and was therefore “non-refundable”. I find this very difficult to accept. Having previously operated an online store myself, my experience was that when a transaction was cancelled and refunded, the associated merchant/card processing fees were also dealt with as part of that reversal.

What is particularly frustrating is not the amount itself, but the principle. If a customer no longer receives the goods because the transaction has been cancelled, I do not believe the customer should be left paying a surcharge attached to a purchase that ultimately did not proceed.

I have raised this with Sydney Tools, but up to now they still refuse to refund the surcharge.

A very disappointing customer service experience, and one that has certainly affected my confidence in buying from Sydney Tools again.

Purchased cordless dewalt grinder as part of a dewalt promotion. Came with bonus battery and charger. Sale went through no problem. A day later was emailed to say sorry we have no stock we will restock from supplier so there will be a delay. Three days later I am told I will be getting a refund. That whole time I could have gone to Bunnings or… Read more

Total tools or any other shop to get this deal and they refund me after the deal is finished. Unbelievable. Sydney Tools is now on my blacklist. I don't care what deals they have.

Don’t make the same mistake I did! Sydney Tools sold me an $869 karcher pressure washer that doesn’t work. I returned it to their Fyshwick ACT store within 30 days as per their website instruction and was told it was a special order and I couldn’t get a refund. They would get a karcher rep to collect it and fix it. No offer of a replacement since… Read more

apparently they don’t make the machine anymore. They assured me someone from the store and their karcher rep would be in contact with me on the Monday to confirm. 1 week passed and zero contact, I called them and was assured someone would call back, nothing, tried calling again, same thing happened. I also tried emailing them and contacting the store where the order was picked but received no reply. I finally got an email from the Fyshwick store requesting to put me in direct contact with a karcher customer service rep so that they could then collect the machine from the Fyshwick store?!? I thought this had already happened as this was the story they told me initially. After requesting a refund they said they would need to take the request to karcher for approval?!? And that ‘they would be back in contact with me’. Going on previous performance, I’m not liking my chances of any proactive action. I’ve now reported this company to the ACCC since under consumer law the customer has the right to a replacement or refund, both of which Sydney Tools are making very difficult to receive.

A mixed bag with this mob, one salesman was a waste of time him being there, another visit to the Warragal store the salesman was great, then a few days later ordered a 300 dollar product, with click and collect, well that should be click and WAIT and WAIT, after ordering and paying for what I wanted i received an email that they would email when i could pick it up, well a week later I am still waiting,

Over the last 20 years I have bought from Sydney Tools. I always bought brand name machines and the team at Sydney Tools was great. This week, I bought a Daytona kit to remove ball joints and tie rid ends. Within 30 minutes of use, the tool failed and cracked. It is pretty obvious that the poor quality casting is not fit for purpose. I returned… Read more

it to the shop, and after waiting an hour, I was told that the tool had been abused. I wanted to return the kit for a refund or store credit, they refused. As a good-will offer, they replaced the broken items.

So I now have a kit that I know will break if it is used as "designed" and I understand that it isn't a good idea to buy the shop brand (Daytona), or to trust the warranty return process at Sydney Tools.