“I purchased a backup sanding pad for my Festool hand sander, the item was unopened and unused I have tried to have an exchange for the correct item however the female manager who seemed like a robot rather than a person kept saying it is over 14 day old so we can't exchange it !!
Regardless that the item does not fit the sander or work as intended The Head office female manager robot kept repeating that they can not exchange it as it is older than 14 days.
DO Not shop at Sydeney tools as they do not follow Australian trade regulations, they will sell you anything take your money and if not returned within 14 days then it just Tuff Luck for you.
I recommend Total Tools or Bunnings at least you get to do a Refund or exchange.
Sydney Tools are just ther to get your money.”
“Only gave 1 star because I couldn't give -1 million. Sydney tools Traralgon sold me a second hand Panthera 4000 generator that was advertised as new online. I walk in to pick it up and it is already out of it's original packaging sitting on the floor ( this should have been a red flag). I bring it home and notice it has a major start up failure, 2 fuel gauges are not reading correctly, it is missing the battery and mounting hardware and it has a siezed 12v on off switch so I returned it the following day. Then two employees lie to me and try to warranty it by swapping it with another used item from out the back that they said was also new. It was covered in thick white dust on top and scratched all over with fuel in the tank and oil in the sump. I called them out on what they were trying to do and said I now want nothing but a refund due to your lies but was refused because apparently they have no authority to do refunds due to password block's on their computer's by the regional manager for Gippsland. I ring head office and put in a written formal complaint by email to be told the state manager will call me personally to address and resolve the issue. One month later and no call has been attempted let alone made. I have repeatedly e-mailed head office reminding them of the ACCC and consumer law's they need to follow. Now they are not even responding to my e-mails so I have just lodged a case with VCAT and will be seeking compensation for the money I paid $549 and goods they have in their possession, deceptive trade practices by trying to trick me into the second used generator, and all the time I have spent away from my children whilst chasing a refund, emailing head office and lodging my case against them through VCAT. If you google Sydney tools VCAT there are a lot of similar people out there to me that have encountered the same treatment from this company. There are even more bad reviews on product review. My advice is go to Bunnings they may cost a little more for certain item's but they don't try to trick lie and deceive their customers like Sydney tools and they follow consumer law's. I'm surprised this company has not gone bankrupt but with every story like mine and other's being brought to light they probably don't have a bright future ahead.”
“What a joke sydney tools Alexandria. On the shelf grease gun says $119 but want to charge $135. I BELIVE THIS IS A BREACH OF CONSUMER LAWS. I left with out buying anything can't trust their pricing.”
“Hopeless. Don’t do it!!!Buy from Total Tools instead. If it’s not all there, they communicate with you or send what they have and back order the rest.
1/Ordered 4 items. Waited 4 weeks because 1 item was not in yet.
2/Ordered 20 buckets. Told they were all in stock. Waited 5 weeks. After numerous calls, was told the lids were at the bottom of the stock and would take some time to get to them. When I finally got them, they came from a totally different store.
3/ Ordered in Mid October, arrived mid December. No communication again and the job is finished that I needed the stock for.
And don’t get me started about going into the shop. Again, don’t waste your time. Arrogant, point and you can find it. Ring up and get upset because you ask them to physically check (and then they don’t actually have it).
Strike 3. Never again.”
“Would never buy from them again. Brand new soldering iron only used once and I need to use it today but it isn't working. Took it back and it has to be sent away for repairs. Buy from other stores where they will exchange. My brother-in-law had same issue with a different item.”
“Makita DDF486 $350: I Purchased this drill and it's broken 3 times now with light use. only used to make 92mm holes in gybrock for lights and stopped working. sent it to Sydney tools Smithfield and after 2 months got it back! 2nd time it broke I requested a refund, instead they repaired it a week later against my wishes as head office said to me get it sent to makita for evaluation and they will send funds for a refund. I get a call to come and I visit the store Smithfield. I came and the only option was take your tool or put it in the bin so I took the tool as I dont have time/fuel/money to waste just get on with life. It stopped working again after the 2nd use and I tested with new batteries and still wasn't working. DO NOT Recommend buying this tool. I called head office for a refund and they said get the Smithfield branch to call us and we will let them know. I call Smithfield to confirm this and they claim it was false and required it in writing. I called back and the female on the phone changed her character and was rude. she outright refused to put in writing and said "if your claim has been denied warranty we can't help you". My warranty wasn't declined, my request of a full refund was. she continued to repeat the same thing over and over again like problem meant nothing until I had enough. I called Smithfield for full refund after being stuffed around, they said they can only fix the tool. I had to borrow tools to the job, wasted petrol and time getting it sent back for repairs DO NOT PURCHASE FROM SYDNEY TOOLS. If I went to bunnings they would have replaced it there and then or money back. I went to sydney tools to support a smaller company thinking they would take care of me. Oh boy did they take care of me. they want no responsibility and constantly said send it directly to Makita Australia it has nothing to do with us basically. so why the hell are you selling tools with warranty. you fixed it twice, 3rd time should be money back. Ombudsmen it is. I followed your guidelines but you refuse to follow consumers rights. that's un Australian. I spent 1000s at your stores and only one thing goes wrong, you don't want to have anything to do with me, just send it to makita. No you sold me the tool, you repaired it Twice. I want my money back. I am not a drug dealer I am a honest joe and bought it from you not off aliexpress/china. I spent my hard earned money to work and live a honest life. my reputation/time/money means nothing to them.”
“Rude aggressive and dangerous staff
I got sick and tired of playing hide and sick with bunnings staff,so i thought i will give sydney tools a go.
Ordered on line and went to pick up at Clayton store where the entrance of parking was block by a truck,Kindly asked them to let me through and instead they started unloading the truck,
After a min i asked again if i could get through and i was verbally attacked by a staff member who looked very aggressive and ready to attack me physically as well if i said anything else.
It does not make sense,you block your own driveway and you stopping your customers from coming in to buy goods?Why open the doors at all?
Never again,Better play hide and sick at bunnings than getting abused at sydney tools.”
“Dont not buy for Sydney Tools.
I purchased a Makita drill set. The set included a hammer drill, impact driver , two batteries and a charger.
On the first use of the drill 24hrs later, the head of the drill broke off from the main body of the drill. This is regarded as a major Fault
I promptly returned the drill to the store and requested either a refund or a replacement. Of which I know under Australian consumer law is my right (also confirmed by Consumer Affairs on the phone).
They said it must be returned to Makita for repair.
Not happy I asked to speak to the manager, of which he understood my problem but didn't have the power to do anything. He suggested I call head office.
I called head office and the customer service rep said the same thing. Sorry, I don't have the authorization to do a refund or replacement.
They then directed me to send an email.
So I sent an email, demanding a replacement or refund but no answer from them
Its been 3 weeks since this started. No word from Sydney Tools even about the repair.
Im now in the process of filing a VCAT application.
Sydney Tools should be ashamed of its self.
Go to Bunnings where you can and at least they will give you a replacement.”
“Don't buy , very poor customer service.
Worst store is gregory Hills nsw.
Store manager James os very unprofessional
I bought brand new kacher patrol pressure cleaner , spending almost 2k with some extra accessories
just used 1 hour and it lost pressure.
I went back to the store, on 26 April, and they told me to bring it back to them.
I took the pressure washer back and they told me to contact in 4 to 6 weeks. I waited 4 weeks and called them, without even checking. They said call back in 6 weeks.
I contacted in 6 weeks, they said that they have nothing to do with this, I have to contact karcher directly as they no longer deal with karcher.
They wasted my 6 weeks and also the store manager James is a arrogant person. So much attitude.
I said I bought from your store, so why I have to run around for this, I bought to use it and now I don't even have pressure cleaner , I lost the money. Having dispute and arguments at home.
Please everyone .
Dont buy anything from gregory Hills store , very bad staffs and manager .
Also if you really need to buy something, buy else where , but not sydney tools”
“DONT PURCHASE FROM TOTAL TOOLS - EVEN WITH A DISCOUNT PRODUCT ITS NOT WORTH IT!
I purchase a welder online Thursday night and paid for priority shipping to be delivered Friday evening from 3-8pm as advertised.
i took Friday afternoon off work and did not receive the product. On Monday i get a response saying the product will be delivered later that day, causing me to take a 2nd afternoon off work which i still didnt receive.
On Tuesday i am advised i will receive the delivery at 4pm, causing me to leave work early again and it didnt come til after 7pm.
I paid $80 for priority/same day service and they refuse to refund the money blaming the couriers for the delay when they sent me an email saying it was in their warehouse on Monday.
This has been the worse customer service i have experienced with constant lies that they will get back to me within an hour and i have to follow up hours later.”
“DO NOT SHOP WITH THESE CROOKS!!!
DO NOT SHOP WITH THESE CROOKS!!!
The only reason I left one star was because I couldn't write this review without leaving at least one.
About a year ago, we bought a RUPES sander. It broke pretty much straight away. They refused a refund or even a replacement, so we got it repaired by them. It happened twice more.
Long story short, as Sydney Tools wouldn't talk to Fair Trading, they advised us to take it court. We lost, because we couldn't prove the sander didn't work. Not qualified to know if it works or not. We don't even have the sander, they do!!!
Please, go anywhere BUT Sydney Tools! Especially the Lismore NSW store! They were rude, arrogant and completely unhelpful. Especially the manager who was always too busy to talk to me.”
“Complain about the dreadful service, you could end up with the POLICE on your doorstep warning you to back off.
Their corporate people could have shown some humanity, but decided not to, so it's my quest now to help save people from having the trauma of having SydneyTools police enforcers knocking at your door.
I am willing to hear an apology though.”
“Josh and his team are amazing very knowledgeable and alway there with a smile, I have worked around the world in many capacity and I have never met someone like Josh that is not only passionate but knowledgeable. I will send everyone I know to Sydney Tools.
Thank you Josh and your team
JS”
“Very Disappointing for a first time buyer. I waited 9 days for an item to be dispatched (it was in stock). Messaged them on live chat and kept getting the same response (obviously a copy & paste excuse used over and over) about the warehouse being busy. Cancelled the order and requested a refund - now to wait 5-7 days for that. Back to ordering from TradeTools”
“DO NOT SHOP WITH THESE THIEVES.
Its tempting, the range seems reasonable and the prices are competitive - but trust me, DO NOT shop with Sydney Tools. They dot not care about their customers at all and their customer service is non-existent.
They have disabled google/facebook reviews, and they do not publish a customer service phone number (only a number for in store sales). What sort of company does this? A company with terrible customer service. This is all you need to know about these dishonest thieves.
I purchased a $1200 item that was severely damaged when I unboxed it. I took photos and emailed them, figuring they would rectify the issue without delay - I couldn't have been more wrong.
They did not respond to my email, or my next follow up email. I contacting the online chat 3 times before I managed to get them to call me - over a week after raising the issue with them.
On this call, the Sydney Tools representative aggressively argued with me, telling me that I was not entitled to a refund or replacement and that the damage was not their responsibility. He actually told me that they had provided me with the product and the fact that it was damaged was "beside the point" - I wish I was joking.
That phone call was over 8 weeks ago. Since that point in time I have exchanged exactly 36 emails with Sydney Tools, as well as countless phone calls and countless online chats in an attempt to have this resolved. Now, 8 weeks later, Sydney Tools have taken the damaged item back and acknowledged that it is not suitable. However, they have still failed to give me a refund. 8 weeks later, with no product and no money - this is theft, there is no other word for it. These dishonest imbeciles have robbed me.
Over the past 8 weeks I have had to hassle them multiple times a week, while they ignored me and hoped I would give up. I have had representatives arguing with me over the phone about their responsibilities under consumer law, they have recited information from the ACCC website that they have completed misinterpreted and misunderstood. They have promised calls which never came. I was told at one point that they would have a resolution for me in 48 hours, that was over 3 weeks ago.
My experience is not unique, read the reviews on TrustPilot, read the reviews on Whirlpool, read the reviews on [productreview.com.au](http://productreview.com.au) - there are countless others who have had similar experiences. I only wish I had have seen these reviews before allowing them to rob me of $1200.
Sydney Tools are the most dishonest and incompetent company I have ever dealt with. They WILL NOT provide you with customer service if you have a problem. They WILL NOT fulfill their obligations under consumer law. These dishonest, money hungry grubs do not care about their customers at all. They are a pathetic company, and you should avoid supporting them at all costs.”
