Sydney Tools Head Office

Three pressure washers broke on me here. A kartcher, and two typhoons. Got up sold each time by the store manager Blake and each time machine broke down

Last was a 9.5lt machine with Italian pump so supposedly pretty good but it let me down 4 times on the job. Sydney tools didn’t know how to fix it evidently

After the fourth breakdown asked the area manager to call me and three times he never did, lost my cool twice due to fustration once at the manager and once at the area manager when I finally caught up with him whilst visiting the store for the umpteeth time

Don’t know how many phone calls and store visits to chase up. Money wasted on the job. How can I have any confidence in the machine they give me back?

Shoddy

Ended up buying a jetwave

Then they say ‘stay cool don’t yell’. Seriously

Don’t buy pressure washers or anything from here. Machines are sub standard and the service is less that lousy its disrespectful

Absolutely terrible service ordered tools that i needed and theyre website said express shipping for free its now been a month no tools and no information on how long itll be do not shop her if youre a buisness owner or simply trying to get tools not worth it go to anywhere else they will be better

All I wanted to was a saw blade with a flat tooth bevel. Called to ask because those details weren't available online for some reason. People at this store assured me it was flat tooth so I ordered it for express delivery. Arrived that day but it was not flat tooth. They also refuse to replace or refund the product that they sold me that wasn't as described. Called their head office to complain about the situation and was put on hold for 10min before being sent to voice mail, twice! The Hoppers crossing store said I had to call head office, head office said i had to call moorabbin, moorabbin didn't answer their phones. How about you take some responsibility and provide customer service to your customers, or just not lie about your products in the first place?

Sydney tools is cheap but their customer service is absolutely awful and in breach of ACCC regulations, more than happy to waste your time transferring you to different people rather than actually resolve your problem

Initially I though ok how bad a tool shop can be right? But later I proved myself I was totally wrong.
My story is similar to others but I’d say there is a reason why this business got only one star rating.
Refund on a unused item right from their inventory has been a pain, and now it’s impossible as they pulled up a card called “NLA not eligible for refund” even the head office customer service promised it can be done. Never told that the item was NLA at the purchase and got it straight from an isle. Not to mention that I was promised to be called by the store but never got any calls.
Shame on you guys.
Customer experience is the key for businesses to survive now and the customer experience I got from here is no better than a post office tbh.
Avoid if you can buy similar stuff at even local Bunnings.

Sadly I have to say this Company has the worst Business ethics of any Company I have ever dealt with. They advertised the Milwaukee 10 Piece Tool Kit for $1999 early August. As did other Companies such as the Tool Kit Depot etc. We chose to purchase from Sydney Tools as they advised a bonus offer of 400 credits if we purchased through them. Sounded like a good deal so we went in to the Clayton Store in Victoria and were advised by the Manager (his name is Long) that they were out of stock but new stock was due in 1 week. We paid the $1999 for the kit and were told to look around and use the 400 credits that we were given for spending the $1999 with them. At no stage were we told NOT to use the credits until they supplied the Tools. So we did that and purchased some tool drawers to go with the tools that were coming in 1 week using the 400 credit bonus. One week turned into 2 weeks then 3 weeks then 4 weeks and we continued to call the Clayton Store daily only to be told 5 weeks later on the 5th of October that they now couldn't get the Milwaukee Tool Kit we purchased and paid for. We had been told during this time that they had one coming from the Northern Territory but it never came and now they have said they cant get it and that they will refund the $1999 less the $400 credit that we never would have used if we had known we were never going to get the tool kit that they allowed us to pay for and then 5 weeks later after numerous follow up calls from us they now can not get at all. Called head office in Sydney and was told that they cant help but the area leader for Victoria called Ben would give us a call to come up with a suitable solution. That was 3 days ago and as expected no call from Ben. In the meantime The Tool Kit Depot in Mentone has 3 of these kits in stock, just sitting on their shelf which we can not purchase without the refund from Sydney Tools which they are refusing to provide. The service we received from the Clayton Store was disgraceful - we asked if we could speak to someone at Head Office to rectify the situation and he said " you do that - go for it "
Be extremely careful if you need to purchase from this Company. If they don't have it in stock and tell you they can get it run a mile!

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.

Buyer Beware, do not use this company, they will happily take your money, if you are sold a defective, broken or parts missing product they will not honour their warranty obligations. Using Sydney tools is bad business, they will cost you money, it is only a matter of time, you will be sold something that is faulty and the customer service will not be there.

That's really something if all reviews are 1 star.

This is the 15th 1-star review for Sydney Tools. Let's take a closer look at their poor business practices. Please be cautious of their 4-10 business days standard delivery, as it's more like overseas delivery. They tend to delay shipments until the last possible moment, when is the 10th business day and then send an invalid tracking number. The courier, Australian Post, states they have not yet received the item, and the item remains at Sydney Tools' premises. This is not called 'dispatched' with common sense, even the order status of Sydney Tool's website is still showing as 'Picked up'.

So, why does this happen, and what benefits do they gain? The answer is simple: they are attempting to push customers into paying extra for priority delivery, which promises next-day delivery for orders at the moment.

If you are not willing to pay extra, don't be misled by their '4-10 business days' claim, as the actual delivery time can be three weeks or more within 10+ business days.

Such business practices greatly undermine the online shopping experience, and I sincerely hope that no other business will imitate Sydney Tools for the sake of a little extra profit.

Lifetime ban - never going to shop here again. Sent the wrong (and an inferior & cheaper) product. Promised to call back with a resolution - 3 days later still no response - no refund of the difference to date and no resolution of my complaint - I shop for a lot of tools and related items online - these guys are without question the worst.

I made a legitimate complaint yet there was no response or acknowledgement, complete arrogance.

Why you are so terrible in customer service, I purchased a die grinder, there was a missing item in the box, when I went there the sales people josh and Ryan were so rude, they said I have to wait to get missing item. I wanted refund because I couldn’t wait so they asked me bank details to refund and still after 4 weeks I am waiting for the money to come through. Why the head office is so bad in terms of managing customer service or reporting them. I never go back to the Sydney tools any store.

Rang to ask why I can't get refunded for a tool that never worked and has been in repair with Makita for 5 months! I just want my money back. But no one ever follows up. Do I need to take this to fair trading to get my money?

My first and last purchase from Sydney tool online store!

I wish I could give them less than 1 star!

Never doing business with them again.
Returned a product. They said the return would need to be processed through the head office as the purchase was over $1k.
Called head office the next day, they new nothing about it, told me they would call me before close of business to update me. I called them at 4: 18pm and the business line is closed because I called "outside of business hours.

35 days since the order was placed and no sign of it. Multiple requests for an update have been unsuccessful.

Absolutely the worst support team I have dealt with, constant communication delays and breakdowns.
After buying my first box through Sydney tools when I began my trade to now running my own business I will never use Sydney tools again.

POOR SERVICE IN TOOWOOMBA QLD rude, arrogant, do not listen to customer and only get asked for bank account details to refund money on a non faulty item which took over a week because the service dept was on holidays LACK OF COMMUNICATION