Sydney Tools Recensioni 295

Very poor customer service. AFter purchasing shelving I asked for the invoice details to be updated to refelect my business name rather than my personal details. 3 emials, 3 phone calls and more than 4 weeks have passed without the issue being resolved. Phone wait times are a minimum of 25 minutes.

Have a paslode fixing gun ,which I brought on 7th December 2022 which has a misfire and jamming issue ,rang carrum Downs store about warranty repairs. Person on phone said no problems bring it in,.so I did only to be told when I got there that warranty was 8 days out .so can't do!! No looking after customers at all .have spent $1000s on new tools. Where going to charge $35 just to look at it

BIG MISTAKE, HUGE MISTAKE...
As the owner of a medium sized building business I have been eagerly awaiting the opening of Sydney Tools here in Christchurch. I went to visit the store for a browse today. I was stopped at the door and told to wait (for some time!) whilst another customer was checked out. Then the (I assume) manager said they were short staffed and I couldn't walk around unescorted! I thought if they had security concerns they would have cameras and security staff. No introduction so I don't have a name. If I ran my business like that we'd have another hundred plus people out of work here and I'd have no customers. I left without comment, won't be going back. Highly recommend against going to this business. I'll keep my accounts where they are, at least I get decent service.

AVOID AVOID AVOID. spent Thousands with these people the orders are wrong, getting refunds is harder than getting money back from an Airline, there promotions have more hooks in them than a Taiwanese fishing Net, customer service ..when you can get hold of them ...just plain Nasty

Purchased a $1000 worth of Kacher pressure washer approximately from Sydneytools 18 months ago! Great washer Honda motor when it worked unfortunately lost pressure after only 10 hrs use! Returned to Sydneytools who in turn sent to repairer!
For various reasons will not bore with you with repairer said Kacher would not honor 2yr warranty and it only has 1yr warranty.
After ringing Kacher to explain situation they decided to honor original 2yr warranty!6 weeks after hearing nothing i rang repair. While they had received verbal verification to fix unit they hadn’t received written email which they required!
Many repeat calls to Kacher over two weeks ( never returned calls) they finally said they had reconsidered situation and will not repair unit. Kacher customer service has been appalling to put it nicely.
I will never ever buy one of there products or deal with this company out of principle.
Decided as a last ditch effort to contact Sydney tools customer service ( before going to consumer fair trade)
Two emails latter 48hrs I received a phone call saying they are giving me a full store credit.
I couldn’t be happier with this result.
I am greatfull Sydney tools responded so quickly and efficiently with winning results only regret is dealing with Kacher for months of frustration.
I have bought from Sydneytools for many years this result just restores my faith in the company

I will rate it Zero stars if I can

Can’t dispatch the order after 5 days.
Customer service is a big time waster,
Online chatting guy is copy and paste for every question I asked.
My worst online purchase experience for many years.

Avoided it at all cost.

Avoid - false and misleading information on website regarding postage. Customer support will not help and says item postage can't be changed despite it not only being the queue for despatch and I am told it is not actually being posted for several more days.

The pages of each item state postage is free and very fast. In reality there is an excessive cost for this and it is not free. If you don't notice then you won't receive your item as expected.

Purchased a Typhoon Pressure Washer with Honda engine and owned for two years with an approx.35-50 hrs only. Called Gregory Hills store and they said bring it in as John their repairer would be in and could have a look at it.

That afternoon I did and John stated the after 25min trying everything he said this is an internal fault and book it in and send to Roselands for further warranty repairs.

I then purchased a $999 Honda smaller pressure washer to see me through the repairs and gave them extra business. Not sure if you didn't have money to do what I did as you would be without a almost $3k pressure washer for over 3 moths.

Well thats were it has all gone bad. I call the store 2 weeks later as it was booked in on the 28th Aug 23. Nobody could find the paperwork or tell me what was happening. They promised they would call me, well that did not happen.

I called again on the 4th week and again not much help other than it has gone to Roselands and it could take time, I left it again for the 6th week and then called what they call Head Office but only to speak to a nice female service person who could not help me with anything but transfer me to the Roselands store who then pushed the call to a guy called Josh. He took over two days and I had to call him to find out what was happening to my surprise that apparently they have been waiting on me to pay for a warranty repair of $350 which I said ok and why wasn't I told 3-4 weeks again when they knew there was a charge.

Just before I paid I asked Josh why is this not under warranty and he said it was over 2years. I checked again and called him back and said look at your web site and also Honda which i called them directly and they said thus should be a warranty repair and if sent to them they would have it fixed over a two week period.

Once I alert Josh he said he has to check with management and get back to me. Amazing, he did the next morning and apologised and said he would organise this to be repaired.

On the 8th week nothing so I called head office and they would follow up but not much help as they said I should call the store. I called store and same sort of response and no call back.

Prior to calling Gregory Hills, I tried to ring Head office to ask for someone higher but apparently they don't exist for customers and are not reachable for paying customers only for internal purposes. I then called on the 10th week at Gregory Hills store and they told me the store mgr was away and when he gets back he would call. Well that did not happen until I called him on Monday 20th and he tried to brush it off as it takes time for repairs. Yes it does when they actually get sent to the actual repairs.

During my conversation with cameron the store mgr. he said he would do his best to get back to me asap and I asked what does that mean as asap can mean 1 day or 1 month and he said he would try as soon as he gets a response from repairs department. I was not happy with that reply but then asked what would he think an expectable time would be for a call back to me with some sort of update and he said soon if not the next day. I said would three working days be enough for him and he said plenty and guess what, its now past the three days.

I called Head Office which is just a call centre for following up orders more or less and the girl was nice and she tried to help and eventually she said she would escalate this to the Area Mgr called Dwayne but no call at 4:45pm today.

I called Head Office again and spoke with Emily who again was trying her best but again management always put roadblocks up for their workers and leave them to cop the good and all of the bad. Emily said there is nothing she can do other than what the other girl in the morning has done already. She the said she would put me through repairs next door and I can ask them whats happening.

11 weeks later as of today, Scotty from Roselands repairs answered and he ready the notes left on the system that still waiting on the actual repairer as to what is happening with my pressure washer. I seen red but kept calm and Scotty assured me he would ring that repairer tomorrow morning and call me back.

I know Scotty is trying but it this what Head Of Operations Tony Khalife considers to be customer service and paying some of his leaders good money to help loyal clients like this?

Communication is key and the lack of is very poor on the total management team.

I either want my pressure washer back or refund as I am not blaming Sydney Tools for the product failure but the unacceptable customer service after.

Sold me a pressure washer online that they didn't have. Gave me the runaround trying to get the refund. Hours on the phone. Joke of a company . Never again.

I ordered an item and chose to pick it up from the local store where it was listed as in stock. After 3 days of waiting for confirmation, I went to the store and the item was not in stock but needed to be shipped from another local store...2 weeks and still waiting.

So 6 weeks after trying to have a warranty assessment/repair completed on my Bosch angle grinder purchased from Sydney Tools in Garbutt, and it has still not been completed. It has now been sent to the approved repair agents and will take another 2 weeks at the minimum to be repaired and returned. I have decided to purchase tools other than Bosch brand in future and not purchase them from Sydney Tools.

Ordered a tool online as it wasn't in stock at my local store. Turns out there was not even 1 x of the product in the country. After 2 weeks I phoned only to be given the run-around 3 separate times, each time being told, "We've ordered it. Shouldn't take long. Call back in a few days and we'll know exact arrival dates." Was told to email instead to make it easier; email was completely ignored. A month since order was placed and finally asked for a refund and was told, "Unfortunately we cannot offer a refund at this stage."
Many similar reviews on here. Avoid this company at all costs. Wish I had checked beforehand. Never had any such issues buying from Trade Tools online.

Be careful everyone, do not shop at Sydney Tools. I bought a Metabo Angle Grinder which lasted 3 days and stopped working. I took it back to store and they wouldn’t replace it or give me back my money. Said they had to send it back to Metabo to be fixed. But I needed the Angle Grinder to continue with the job I was doing. They didn’t believe it was the grinder I had just bought 3 days beforehand.
This would never have happened at Bunnings or a reputable store, they would have replaced it straight away or given back my money.
DO NOT SHOP AT SYDNEY TOOLS

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.

Bought a Brand New Battery Booster
For Fathers Day opened it up to use and the Plastic Ends were broken went to exchange a week after was told since it was only cosmetic they won't replace it
It was a $474 NOCO GBX75 Will not buy from them ever again very disappointed AND TO MAKE MATTERS WORSE I ban not fill in the warranty card as there was not one in the box
DO NOT USE THEM go to TOTAL TOOLS in KILSYTH also read the rest of the reviews there is a pattern Here

I purchased a bayer brand track saw (1200 watt) from the Sunshine, Victoria store on Friday 22 0f September 2023. I tried the saw out to find it under powered for my needs & called the store the following Monday morning to ask about exchanging it for the 1400 watt version. The man on the phone said yes, we can do that, so I took the saw back to the store to be told by the salesman that, as the saw had been used, no refund was to be given. I was wanting to exchange for the more powerful model & of course pay the difference. I find my customer experience to be wholly unsatisfactory & am not inclined to ever buy from Sydney tools again.

Hubby loves it more than bunnings

Customer Service bordering on Criminal

My company purchased a Gensafe Generator on Feb 16th 2021 which went faulty within a month (inverter was faulty with bearing noises also occurring). It was returned to Dandenong for repair. This was completed and it was ready for collection June 2021. It was then found to be faulty again with the same issues. We returned it again for repair. We are still waiting for a resolution over two years later.
We have been trying to rectify this with the store and get a replacement, or our generator returned fixed but they have given us the run around. We will be left with no alternative but to take them to VCAT and attempt to get our money back plus the $,000's of dollars we have spent on generator hire while our unit has been at their repair department.
They used my mobile phone number as a job reference, I wasn’t given any paperwork when I returned it for repair.
I have been given several different stories on where the repair has been at when I have asked for updates, I have been told,

• We are waiting for parts from Gensafe.
• The parts have arrived and it won’t be long.
• Part fitted but it’s still faulty.
• We have another BER generator and going to take parts out of that.
• Everyone at the Pakenham service centre has covid.
• Everyone at Pakenham service centre is in a meeting, we will call you back.
• We will replace once the warranty claims manager gives the ok.
• Warranty claims aren’t managed at store level, if a dispute then call head office, head office says warranty claims are managed at a store level and nothing they can do.

I have made an estimated 10 visits to the store to ask for updates, been promised telephone calls and never had one back.
This is the worst customer service we have ever experienced. We are a commercial customer and hate to see customers being mistreated in this way. We are now committed to following this through to the full extent of the law out of principal.

I order a injection fuel pressure gauge and a thermometer gun at Burleigh Heads. They said it can be sent from Stafford to Underwood (which was more convenient for me to pick up). I didn't think that Sydney Tools would send it via Australia Post.
When I finally went to fetch, what I thought was the full order, I was told that the fuel pressure gauge hadn't been delivered yet. One of the staff members who was assisting the new guy serving me, was also rude to me. I'll never purchase from Sydney Tools again.

Rude staff took 45mins to process a refund, train your staff to communicate in a more friendly and helpful manner