Sydney Tools Opiniões 302

with the problem that i have had with samething i got to reduce down time and then found that i did not need it to fix the problem then cant take it back for refund or store credit this is a compery that i will only use as a last place to buy from now better off going to the two other tool supplyer before this

Absolutely horrible customer service. Returned a tool belt due to stitching coming apart, 3 months old. Was refused a refund and turned away. Went back and demanded a refund under consumer law. Told 4-6 week wait. Have since contacted consumer affairs and have let them take over. Every one was rude, unhelpful, and didn’t care. 4-6 weeks for a warranty claim is not a reasonable time frame. Everyone needs to fight this

I ordered a complete home welding set. That was all perfect. But I like to be prepared and have wire ready if I need it on my shelf. Anyway a stainless steel exhaust weld came up a year later and I thought cool, I have 5kg still in the box brand new. When I opened it, I looked twice, 3, 4, 5 times and it had been swapped out in a different size for mild steel. So currently 5kg of the same stainless steel is $229, I paid $169 & mild steel is $29 for 5kg. Someone obviously stole the stainless steel in a mild steel box or worse an employee sent it switched. They asked why didn't I check it? Because it is supposed to be brand new in the box. I got aluminium wire as well that I had not opened either. No answer from Sydney Tools, blamed some store but offered nothing to fix the scam they either let happen or the shipper failed to check the box themselves and sign off that it was as ordered. Rest of the order was fine but for someone who likes to be organised with spares on my shelf it made me really angry. Really sloppy customer service

After sales service is non existent. very rude customer service when I rang up about a warranty claim for a Milwaukee tool that was bought less than a month previously and was faulty. They said it will take 4-6 weeks to do a warranty claim. I had to get in touch with Milwaukee myself to do a warranty claim. which took less than a week to get the grinder to them and back. Even Ozito has a better after sales service than these guysand theyre supposed to be top quality trade tools. I will never buy another tool from sydney tools.

Went in to buy a drill. Took it off the shelf and went to pay. Their computer said they didnt have any (although there was one in my hand straight off the shelf) so they said they couldn't sell it to me.
After 2 hrs waiting for them to sort it out they still said they haven't got one to sell me. Obviously I walked out and went straight to total tools. 10 mins and I walked out with my new drill. Great effort Sydney tools. Won't be going back there ever again

Friendly staff in store, helpful advice and decent timing on getting special orders in.

Bought a rupes polisher $1600 and was not right so took it back 5 months later I got it back and no difference.
Customer service is terrible these guys are just a middle man making money and dont care about customer service. Told them I want a different brand but no way they say. So this machine has to go back it means another 5 months. Try run a company with those odds. Really terrible. Will never be back and anyone that tells me they going there I will talk them out of it.

Very, very slow delivery. Non existent customer service.
Will not order from Sydney tools again.

Paid $1187 for my scaffolding 5 weeks later still nothing no contact they could not let me know when it would turn up I was told some were waiting 5 months many phone calls and two weeks later I got my money an absolutely disgraceful company. AVOID.

All Qld stores had trading hours for Anzac day as 1pm to 4pm. Traveled a great distance to find them closed. Even their voice message said all operators are currently busy.

Keep getting spam texts as I once tried to buy something from them which never arrived. Return texting STOP as suggested in their text never goes through so it seems they just don’t care. I will never buy anything from them again based on the difficulty I had getting a refund so I don’t see what the point of sending me texts is?

They sold me the wrong tool I returned 1 hour later and they refused to give me a refund, go to Bunnings instead.

Bought a 3 pack of step drill bits on sale from $150 to $70. Had to personally show them that they were on sale online to get the discount.
The drill bit snapped within a week and wouldn’t give me a refund. I get it that there consumables but I expect more from a pack worth $150

I had a limited budget, the kind of budget that usually leads me to the cheaper option and drooling over real tools.
Enter Jeremy with his phone in hand, he searched out everything Sydney tools online while walking us through isles of the best porn (tools) I've ever seen, multitasking to the max for probably 20 minutes or so, and all the ducks lined up in a row, he found me more than I was looking for and $16 under my budget.
Kudos Jeremy, customer service is everything.
Ray Collins

Sydney Tools, Archerfield QLD

I had a frustrating experience with Sydney Tools regarding a nail gun service.

I brought my gun in for inspection on 02 March 2026 and paid AU$35. I declined the full service costing around AU$311 and instead paid AU$132 for reassembly on 09 March 2026.

When I picked it up, the tool was reassembled incorrectly, with metal parts protruding, making it unsafe to use. I left it with them again, hoping it would be properly fixed.

In total, 23 days have passed, and I have already spent AU$167, yet the tool is still unusable. This has caused lost time, stress, and unnecessary expense, as I rely on my tools for work every day.

I hope Sydney Tools improves communication, quality control, and turnaround times for future customers. Based on my experience, I cannot recommend this service at this time.

I purchased a Gensafe GF2000 inverter generator from Sydney Tools Fyshwick during the 2020 Black Summer bushfires as a preparedness measure for a property in the NSW high country.
When operational, the generator itself performed adequately. My concern is not the product, but the after-sales service provided by Sydney Tools.
When the generator failed during a routine pre-season test in 2024, I returned it to Sydney Tools and was advised it would be assessed and repaired through their service pathway. I was told the process would take approximately six weeks.
Instead, the repair process extended to close to four months, with constant enquiries from me after the initial six-week period. Communication throughout was largely reactive or incorrect, and I repeatedly had to follow up to obtain updates. Expected return dates came and went, and at one point I was even advised that paying several hundred dollars in freight might return the generator sooner — despite Sydney Tools being unable to confirm where the unit actually was.
When the matter was later raised through a review mediation process, Sydney Tools explained that the delay occurred because the unit was “NLA” and parts were not readily available.
However, the service documentation records that the repair undertaken was simply the replacement of a standard NGK BPR6ES spark plug — a common and widely available component used in many small engines.
During the mediation exchange the explanation then shifted to the information having come from “another department”, accompanied by a series of apologies and assurances that the issue “will not happen again”.
Unfortunately the correspondence did little to clarify the situation. If anything, it illustrated the same concerns raised in the original review: reactive communication, shifting explanations, and a lack of ownership once inconsistencies were identified.
The irony is that mediation is normally intended to stabilise situations like this. In this case it managed to achieve the opposite.
For the sake of future customers, I sincerely hope they never have cause to rely on Sydney Tools’ after-sales customer service

ordered and paid for a double stack toolbox late November which was to come in early in the new year. 2nd March was two weekly follow up and no calls back and the offer to pay more for a larger toolbox in stock I still don't have resolution

I had the worst experience with Sydney Tools the misleading me I asked for vacuum for timber dust they give me vacuum for concrete work when I went back they advised me to buy another 1 and give this 1 away we talking $3000 vacuum

I purchased a Dewalt DCM5713N-XE Line trimmer on 19 October 2025 for $469 on the basis of the shop assistant's advice that I could buy a brushcutter adaptor if I chose to in future. On 5 January 2026, I attended the store and asked for the adaptor for that model. They checked my record to confirm the line trimmer model, located the the DT20657-QZ and sold it to me for $49 as the correct adaptor.

As the adaptor did not fit the line trimmer, I took it back on 1 February 2026. They conceded that it was their error. They also said the advice they had given me on 19 October was incorrect and that there was no brushcutter adaptor for that model of trimmer. They offered a store credit for $49 but refused a refund. Instead they referred me to their returns policy which states, in part: "We do not accept returns, exchanges, or refunds on any products purchased from Sydney Tools". I pointed out that the sentence in question goes on to say "unless required by law" and that I believe the Consumer Law would require a refund in this case as the item in question was not fit for the purpose I disclosed prior to purchase. As they still refused a refund, I reluctantly took the store credit.

I called their customer service number on 2 February and spoke to Angelica, who seemed surprisingly hostile for a customer service officer. When I mentioned my rights under the consumer law, she hung up. I called back and spoke to Sarah who was very courteous and apologetic but insisted that they simply don't give refunds. On 3 February, I received an email message, again denying a refund.

As the approach of Sydney Tools regarding refunds in cases like mine appears to represent a systemic disregard for the Australian Consumer Law, I lodged a report with the ACCC. They have responded stating, among other things, that:

"If you tell a supplier that you want a product for a particular purpose—and you buy it based on the seller’s advice—the product should meet your needs. If it does not, the product does not meet the consumer guarantee of fitness for purpose and the seller must fix the problem." ; and

"If a product you own has a major problem, you have the right to ask for your choice of a replacement or refund." ; and

"A product has a major problem when it" ......... "does not do what the business said it would, or what you asked for, and cannot easily be fixed."

I accept that $49 is a small amount and that I will claim the store credit at some point in future. Nevertheless, although I have spent significant amounts of money at Sydney Tools over a number of years without any issues, I do not intend to shop there again. I simply do not trust them to comply with the law if issues do arise in future. There are other tool sellers in Canberra with return policies and practices that exceed the requirements imposed by law and that price match. I would advise anyone wishing to buy tools to put Sydney Tools at the bottom of their list.