Total Tools Richlands

I would like to commend Jordon for his exceptional customer service skills. He was very knowledgeable, polite and a pleasure to talk to. High recommend Total Tolls at Richlands.

Very informative and will assist you with any queries as well as loading your purchases into your vehicle.

Stopped in on way home from work to grab a 3/8" nut setter, but they only had 2 brands, both @ $9.95 (ish).
Opted to wait until next time I drive past a Trade Tools or Bunnings, where you can buy them for $5 @.
Note, I've been very happy with previous purchases from various Total Tools stores, but I always Compare prices between the big 4 before buying any tools.

Good service, everything is easy to find, except I was looking for screws & thet don't sell any

Always plenty of helpful staff on hand to answer all your questions. Great layout and nice new building. Best total tools in Brisbane probably Qld.

First time buyer & will definitely go back again as staff members were helpful & super friendly. More importantly they cover most tools range.

I placed an online click-and-collect order with this store for local pickup. Wow, what amazing service. The local team assisted with a query and I was blown away with their professional support and even loaded the purchase into my vehicle. This will be my go-to store for all my future tool purchases.

I have no idea why you would ask me for a review to somewhere i didnt go.doing 3 stars because i dont want the business to suffer a 1 star rating for something not their doing but am posting this comment because WHY is Maps soliciting reviews for somewhere i did not set foot into

RESPONSE TO THE OWNER:

I would like to correct the erroneous details you have claimed in your response to Bec La Haye along with details of the days events that have been omitted:

1. Supporting local trades is more than just words or a slogan you actually have to support them.
2. Don't hide behind a DEWALT policy when YOU as the franchise owner have the authority to replace or refund the faulty product.
3. Your comments to myself that day were that you didn't want to be out of pocket the $700 it cost me to purchase the tool and have a broken product on your hands that you couldn't sell, however it seems you were happy for me to be out of pocket with a faulty product and for not being able to conduct my work that required this tool.
4. Friendly staff attitude and the way your staff were treated? I challenge you as the owner to release the CCTV footage of the encounter I experienced with your so called store manager. The way your manager conducted himself this day would be embarrassing for any business, it is not the first time we have encountered him in your store. You failed to mention that when I spoke with him his answer to my questions around the faulty tool and a replacement and asking to speak with you were a flat out no, he then proceeded to fold his arms and puff his chest out in intimidation. It was only when I saw you in the store and started to walk over to you that your manager hurried over to you to tell you his skewed version of what took place, for which I called him out on in front of you.
5. Going beyond your legal obligation? Please explain, as all that you have done is hide behind the DEWALT policy and pass the buck to them.
6. Shocked customers? There were only 2 customers and I spoke with them in regards to the way in which your manager conducted himself, they were more in shock with how your store has handled this matter.
7. The loan tool offered by the DEWALT rep and not your manager was a tool that was not like for like and a lesser product (18v) than the one that was broken (54v). When I purchased this product as a 54v option your salesman told me it was far more superior than the lesser 18v option for the work I do, so no the loan tool did not suit me for the work I needed to complete and this was explained to you. Why would you state that I refused the loan tool and not explain my reasoning why?
8. At no time did YOU or Total Tools offer to handle the warranty process. I left the tool at your store with the DEWALT rep and yourself and any further correspondence regarding the warranty repair was from the DEWALT rep and not Total Tools. Not even a phone call from yourself (THE OWNER) to explain what was happening. I was advised by the DEWALT Rep as to the process for the repair and where it would be repaired. I offered to collect the tool from the repairer as it was closer to where I live rather than having to travel out of my way to your store. Why would you state that I refused for you to handle the warranty process when you passed it to the DEWALT rep to deal with?
9. Your comments surrounding my expectations being unrealistic are some what of a concern for anybody purchasing a tool from you. My expectations for spending $700 on a tool is that the tool works and if it doesn't work then a replacement of refund should be offered. That is not unrealistic, but as you said. YOU didn't want to be out of pocket!

The end result is YOU have sold a faulty product and turned your back on a local small business tradesman who has spent over $5000 in your store in the last 12 months. Your customer service is non existent and you should be ashamed of the way in which you conduct your business.

Buyer Beware!

Excellent service and product range, got some great deals too. Location is great no traffic issues, also supporting locally owned and operated business is a positive for me.

I have always found the staff really helpful with product knowledge and advice and only to happy to help with warranty repairs highly recommended their store
Darren Welsh