Sydney Tools Opiniões 302

Here’s a summary of Sydney tools’ performance in an email I sent recently:

’Hi Sydney Tools team,

Another week gone and there is still no resolution to my problem. What the f&$? Do you guys do there? It’s surprising a business can survive this long with such poor customer service. This is beyond a joke.

Here’s an overview of your efforts to date:

- Sydney tools doesn’t deliver my order for 6 weeks after ordering on 30 Dec 2021
- I contact you on 13 February 2021 informing you that the cable reel hasn’t arrived
- the response I received is ‘take pictures of the items you got’…..as if this somehow provides any benefit to you. This info is sent on 20 Feb
- I get a call sometime around the end of February advising that you have cable reels at your stores and that I can pick it up (I paid for f$&@king postage!). I am advised that I will get a call back to ‘sort it out’.
- in the next call I get back, I’m informed that it will be posted - it has never arrived and I have still not received tracking information. Another month goes by…..
- 4 April- I enquire buy email about the status of the cable reel. No response
- 1 week later, I’m writing this email for an explanation as to why nobody has contacted me or when the item will be posted.

Given the amount of time that has elapsed (3+ months) and the amount of my own time I’ve wasted writing emails and taking calls from you, I’d like to lodge a formal complaint. Can you please advise on how i can do this?

I’ll also be requesting that once the cable reel does arrive, that I’m compensated for the pi$$ poor customer service I’ve received to date and the amount of time I’ve wasted writing emails and speaking to you without resolution of the problem.

Been waiting on a tool box for 4onths almost 5 now lmao this is sad I've had emailed customer service asking when am I getting it they tell me we are getting in contact with the shop and shop doesn't get into contact with me. I'll be going through consumer affairs now. No more contacting Sydney tools worst customer service I have ever experienced in my life.

They send the Police around to your home if they find out you intend to complain to the shop manager.

Purchased Oxy /Acetylene kit faulty out of box I returned it to store for a replacement was told by staff no replacement is available it needed to be returned to manufacture for repair, I tried to explain it was needed to complete a job they didn't care & told me to buy another one, I left it with them still waiting for some answer from Rutherford store nearly 4 week now. DON'T buy from Sydney tools you will do better else were. Mick O'Rourke

I ordered several items early March. I later received a notification email, saying one item was a non stock item (something I didn't realise at time of purchase), so delayed delivery. With no further advice & no estimated delivery date, I later followed up the order where they promised to call me back same day. I didn't hear back from them, so I made another call several days later. Same promise. Again, I didn't hear back from them. Third call and over a month after order placed, I've received an email saying the entire order is expected to be delivered mid June, which is over 3 months after order placed. They advise that I can pay extra for a split delivery, but they won't cover those costs. This is a company that seems content with poor customer service outcomes. Don't recommend.

Will never order from these again, first order was a heated jacket never worked from day dot never replied to me so $200 lost.
Decided I needed a few items for work and locally didn't have what I wanted so tried these again some 2 yrs after my last experience.... Honestly do not waste your money on this rude company, ordered on 28 th March heard nothing ten days later so contacted them to see what's going on, got email saying don't worry you are in the picking pile waiting, 9 th April still not received items, my local now has some stock so as I needed them quite urgent for work I have purchased then, still waiting on order from this company frustrating

Worst company i have ever dealt with. Once you give them your money. They ignore you! They do not make good on warranty! If you order anything online and its out of stock well good luck getting your item or a refund. Same old story "we will sort it out and call you back" THEY NEVER CALL BACK. Currently have a dead $300 battery thats been in the store for 4 months and keep getting told "We will refund you" HAVE NOT BEEN REFUNDED! IGNORED! . I have called and been to the store over a dozen times and the useless company just WON'T DO ANYTHING.

Bought a $1100 Jack Hammer which stopped working the 3rd time it was used and less than 2 weeks after purchase.
Returned to Sydney Tools and they said it would have to go away for repair.. it was 2 weeks old.
Had to buy another $1100 one as I needed the job done.
Staff said No replacement even though it was only used 3 times.

Purchased a Milwaukee M12CPL-0C 12V Li-ion 38m Cross Line + 2 Plumb Laser from sydney tools. And upon trying to use the plumb dot on site I have come to realise as soon as you turn the laser on the bracket, the bracket blocks the view of the bottom plumb dot. Took the laser back to the shop and even the guys in there were shocked on how badly designed it was yet would not give me a refund nor store credit (laser had only been used once on site and took it back within the week) the teeth on my milwaukee tripod have also worn out and they won't fix it as they are saying 'user error'. Won't be shopping at Sydney tools from now on. Do not recommend!

Multiple purchases and multiple failures of service. No care, no follow up and indifference to my plight.

I was very disappointed recently after ordering over $1000 of stock from SydneyTools online. The process was fine but the order took 4 weeks - I was contacted once during this process by a generic email and eventually had to call and was told the order would be 'expedited'. It arrived a week later and disappointingly, a toolbox as part of the order was damaged enough to be unusable. After being asked to send photos of damage, in and out of packaging as well as copy if the packing slip. I was told that I would have to take it into Australia Post with all original packaging and fill out a claim form and lodge with the manager. I expressed my dissapointment with the fact that something that was out of my control had become my problem- they replied and said because I hadn't insured the order, it was my issue to deal with. Even if I order a $2 part off eBay from China I receive better service than this. I try very hard to support local 1st, but this experience from such a large Aussie supplier makes it so difficult to not just take the cheaper easier option.

Typhoon Pressure Washer 4200psi $2000., used 3 times on jobs. NEVER ACHIEVED FULL PRESSURE.
7 Attempts by Sydney Tools Kunda Park to fix, in shop for 2 months!
Phonecalls x 10 - NO OUTCOME
EMAILS - Not 1 Reply
WONT Exchange, Unable to FIX, NO REFUND
OTHER - Tradetools would have exchanged Refund straight away!

Problem solved :

Thank you management team has put thing right for us. They delivered 2 tool trolleys promptly and everything went well. We love the Daytona trolleys and enjoy using them.

Bought 2 workbench trolleys worth over $3000 plus $320+ for shipping , from Sydney Tools Caroline Springs on Monday 7th Feb. We asked when they do delivery , they said either Tuesday or Wednesday, we informed the seller Deakin very clearly that we won’t be home on Tuesday after 1pm , best to deliver on Wednesday, he doesn’t listen or something , just saying “don’t worry we will call you 2 hours timeframe to let you know”.
On Tuesday 8th , they call us at 12:37pm & 12:38pm we missed their call, they reached us at 12:48pm and said the driver is on the way and will be at our place in 1-2 hours ???
We said we already leave the house and won’t be home at that time as we did advised them.
Now they keep our money, not delivery the units , unless we pay for another delivery fee??? How can it’s our fault that they load the truck without able reach out to us first and get our agreement ?
1. We never said we will be home , it’s ok to ship
2. We did inform very clearly we won’t be home after 1pm on Tuesday and they load the truck and ship at 12:40ish pm
3. They called us at 12:37pm, 12:38pm, 12:48pm that 2 hours time frame are not before 1pm we advised we won’t be home
So they did everything wrong and we did nothing wrong, now we have to pay to their mistake to get what we paid for delivery?? How can it’s fair to us ?
We ask for refund they said will deducted the freight cost ?? So regardless which option we choose , we will loose money for their mistake. They said they load the truck and that the driver have to get paid for his time, yes of course , but not us paying because we didn’t do anything wrong and it’s not our fault the driver waste his time ? It’s Sydney Tools Caroline Springs or I have to say the seller (Deakin)’s fault for not listening and not take note , he make mistake and deny us have a said anything to him??? .
P/s:
However I want to be fair and thank you to online team as I called them few times and they had always been polite, listen to my story and tried their best to help to reach out the right person even not their department or problem. At the end of the day even make no different because the people handle the issue are unfair and rude , but I appreciate individual team member who treated us right , I just wish my experience with Sydney Tools just as good as I had with online team , but I doubt that I will return and buy anything from them after I sort out everything and take back my money unless they put things right.

I purchased my new Makita DHR242Z combination drill from Sydney tools under recommendation from the sales staff and on the first usage it lasted 5 minutes before a complete meltdown. The unit was only 2 days old and never used prior.
After returning the drill Sydney tools said they could not exchange it or do anything other then return it to Makita even though their policy clearly stated that it is to their staffs discretion. Now I'm left without a drill and no means of getting a new one. Thank you Sydney tools, I truly appreciate being left high and dry thanks to the quality staff you employ...

If there is any possible way you can avoid shopping with Sydney tools please do it.
My order was made and paid for on the 22nd November, sent to their warehouse for picking on the 1st December and still has not been sent, now 30th December.
To compare I ordered items from bushbuck in new Zealand and shoes from the footlocker at the same time and they both arrived with in a week to Tasmania.
Sydney tools really need to get their act together.
Update, called Sydney tools today 13th January 2022 and was informed that they may send in the next few days...we will see.

I'd Feel so disappointed and feed up on Sydney Tools.
I'd purchased the compressor 240V on 25th Aug 2021, however it's suddenly spoiled on 23rd Oct 2021.

Sydney Tools rejected to change a new Tools for us. And informed us this compressor have to fixed And take about 3 weeks time.

Every single time I called and follow up this case, They give me the reason is the parts haven't receive yet. They can't do the fixed, They can't do any replacement Tools for me.

And I have to wait long time for my tools with this reason around 3 months. It's totally not fair to my company.

My reference number is 17605686, warranty jobs address is 476 Ballarat Road Sunshine Vic 3020.

Stay clear of sydney tools
Returned a faulty product only to wait months for any outcome. Sydney tools take no responsibility at all for any item purchased in their store. Beware of buying anything from them

Returned a faulty product only to wait months for any outcome. Sydney tools take no responsibility at all for any item purchased in their store. Beware of buying anything from them

I purchased a Dewalt mower and chainsaw from the Sydney Tools Fyshwick store on 17 July 2021. The mower failed 4 months later. It has a 3 year warranty, and is, of course, also covered by Australian Consumer Law. The mower failed completely after normal use. It does not even power up, let alone mow grass. I took it back to the store and asked for a replacement. They said no.

Now I admit, I'm no lawyer… but here's what ACCC's website says. Compare it to how Sydney Tools behaves and decide for yourself…

1. When does the buyer have a right to ask for a replacement or refund?
ACCC: "When you have a major problem with a product, you have the right to ask for your choice of a replacement or refund."
Sydney Tools website: "Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage."
Sydney Tools in-store response: We have to send it away to be assessed. The assessor will decide whether we repair it or replace it. (They wouldn't even look at the mower in the store.)

2. What's the definition of a 'major problem'?
ACCC: "it has a problem that would have stopped someone from buying it if they’d known about it"
Sydney Tools email response: "If this is a major failure that can not be repaired, we are happy to offer a refund or replacement if approved under warranty". In other words, it's not a 'major problem' if we can save money by repairing it.

3. How long do these consumer rights apply?
ACCC: "Example: You bought a TV six months ago and now it won't turn on. A reasonable consumer would expect the TV to still work after six months, so this is the time to use your rights."
Sydney Tools phone response: If it had failed within (30 or 60 days—30 I think he said) I could have asked for a replacement.

4. Can the store dictate repair terms?
ACCC: "If the business fails to give you a free repair within a reasonable time … you can … ask for a replacement [or] ask for a refund"
Sydney Tools in-store response: It could take anywhere from two to six weeks. When I said that six weeks was an unacceptable turnaround, the manager said he could probably push it through in three. (It's been longer than that already.)
Mac n Daniel Tool Repairs (their Dewalt repairer): After confirming that they were waiting on parts, I asked what parts. She listed off a bunch of major parts, including the motor. (Clearly a 'major fault' by any definition!) When I asked how long the parts might take to arrive, she refused to answer, insisting that they do not receive time estimates on parts orders, period. I asked if it could be longer than 6 weeks, and she said yes.

So I don't know about you, but the way I read all that is pretty clear. The law in this country says I can ask for a refund or replacement. But Sydney Tools behaves as though the choice is theirs and I just have to suck it up and wait however long it takes for these parts to come in. How long will that be? No one can tell me.

I've now discussed this with the sales person who sold me the mower, the Fyshwick store manager, the Dewalt repair shop, and Sydney Tools head office (via email), and it feels like I'm beating my head against a brick wall. After finding out that there is no ETA on the parts, I wrote to Sydney Tools head office again and said, 'I am now requesting an immediate replacement of my faulty Dewalt mower'. I sent the email on 7 December. As of today, they haven't even bothered to reply. With every week that goes by, that grass keeps getting longer.

UPDATE (16 Dec 2021): One of the Fyshwick store managers just called me to say they have finally agreed to replace the mower. He said that it was Dewalt who insisted on repairing it, but he told them that if they couldn’t have it repaired before Christmas, that wasn’t acceptable. I am very grateful. While much of the blame may well rest with Dewalt, It’s worth remembering that as a buyer, your relationship is with the retailer, not the manufacturer. According to the ACCC, ‘You cannot demand a repair, replacement or refund from the manufacturer’, only the retailer.

UPDATE (21 Dec 2021): The new mower failed after about 10 minutes use!! The regional manager called me first thing the next morning. He acknowledged that they had dropped the ball with the first warranty claim, particularly with the lack of communication. He offered me a refund on the Dewalt and a discount on a Makita mower with batteries. I agreed to it. This has certainly restored some goodwill towards Sydney Tools. I think I would consider buying from them again, but only if/when they have the capability to assess/repair the tools in-store.

Advertise tools, you pay thousands for these tools only to be waiting months, buyer beware, check first to see if the product you are buying is actually in stock. They don’t advertise a product is not in stock…..happy to take your hard earned and don’t give a rats a&r$. I’ve had this issue a couple of times now as well as warranty issues. I’m done, won’t be dealing with this mob ever again. I’d say Ted Bundy would have better customer service than this mob 😡

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