Sydney Tools Opiniões 302

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

please read their return and refund policies before you make any purchase from sydneytools. they hardly offer returns which I ended up to keep their faulty battery and they kept my nice Hard working money.

Knowing that none of the actual stores near me had all the products I need for an urgent project I placed an order online .. after one week from placing the order I still hadn’t received my items so I contacted the customer service which off loaded my inquiry to another department that were surprised I was put through to them because it’s not their department and they couldn’t help me.. I called back the following day to check the status of my order and they told me it’s in a queue to be picked and I asked why the long delay? (I purchase online all the time and even overseas packages arrive within a week) and the customer service consultant told me it takes up to 14 days for dispatch!! And when I asked her why it doesn’t say that clearly on the website for transparency she told me it’s in the terms and conditions!! and that I should of read it… I find that deceiving and misleading …
After that when I mentioned that it has never been a good experience shopping with them online she called me back right away and told me that my order has been picked and ready for shipping…
Now it’s been a week and not even an email update that it’s on the way/shipped…
Sydney tools online store and customer service , SHAME ON YOU FOR LYING, DECEIVING AND A HORRIBLE SERVICE.
Never again will I shop with you

Pathetic customer service
I attended my local Sydney tools asking for help in regards to a part for my pressure washer, I was told they couldn't help, I mentioned that they advertise the part I was looking for online, I was told it wasnt a part they kept in store, I was ok with that and asked could they order the part for me, I was advised to attend a competitor's store and they may be able to assist. I know very little in regards to the part and even where to start looking, yet I was advised to source thread size information to which I have absolutely no idea how too.. this was my first experience with Sydney Tools and will be may last, I got the impression some people don't like working Sundays

Dont not buy for Sydney Tools.
I purchased a Makita drill set. The set included a hammer drill, impact driver , two batteries and a charger.

On the first use of the drill 24hrs later, the head of the drill broke off from the main body of the drill. This is regarded as a major Fault

I promptly returned the drill to the store and requested either a refund or a replacement. Of which I know under Australian consumer law is my right (also confirmed by Consumer Affairs on the phone).

They said it must be returned to Makita for repair.

Not happy I asked to speak to the manager, of which he understood my problem but didn't have the power to do anything. He suggested I call head office.
I called head office and the customer service rep said the same thing. Sorry, I don't have the authorization to do a refund or replacement.
They then directed me to send an email.

So I sent an email, demanding a replacement or refund but no answer from them

Its been 3 weeks since this started. No word from Sydney Tools even about the repair.

Im now in the process of filing a VCAT application.

Sydney Tools should be ashamed of its self.
Go to bunnings where you can and at least they they will give you a replacement.

Omg, I'm going to have to check on trustpilot for every internet purchase. Sydney tools are shocking. I thought I'd buy from an Australian company I'd be protecting myself. The $1250 nano polisher I brought, I took get care with. It started to make a nasty grinding noise while polishing my car wheels. So, I sent it back. No word, months went by, started calling emailing. Finally got some person named Renee, saying

I can confirm that I have reached out to our returns team to confirm if we have received this return. Once I have a response, I will be in touch.
I've had the same email twice, I even contacted my courier and got a copy of the delivery docket with their signature on it.
I know you have it. It's been 6months, with no word. I'm I going to get my polisher back or you just waiting for the warranty to expire.

One star is way too many. Purchased a Husqvarna lawn mower in April 2023. Damaged and rusting. Now July 2023 and STILL trying to get this sorted and rectified. Store does not return calls. Absolutely appalling customer service and their head office is no better, can't get through, but when you do noone answers and then it hangs up on you. Lost customer here. BE WARNED AND STEER CLEAR

It's been a total of two months since I placed my order. The first time I contacted them, they had no idea my order had even been put through, after a month I received 2/10 items. I'm now at month 2 and still haven't received my items.
Customer service wasn't even aware of how to use their own website.
I couldn't wait for them to do their job so I could do mine and have since ordered and received items from CHINA in 1/3 of the time and half the price.
Absolutely disgusting this is how an Australian company treats its customers. You try to do the right thing and buy local only to be treated as though you don't exist. If I could give negative stars I would.

Avoid them like the plague.

Don't buy , very poor customer service.
Worst store is gregory Hills nsw.
Store manager James os very unprofessional
I bought brand new kacher patrol pressure cleaner , spending almost 2k with some extra accessories
just used 1 hour and it lost pressure.
I went back to the store, on 26 April, and they told me to bring it back to them.
I took the pressure washer back and they told me to contact in 4 to 6 weeks. I waited 4 weeks and called them, without even checking. They said call back in 6 weeks.
I contacted in 6 weeks, they said that they have nothing to do with this, I have to contact karcher directly as they no longer deal with karcher.
They wasted my 6 weeks and also the store manager James is a arrogant person. So much attitude.
I said I bought from your store, so why I have to run around for this, I bought to use it and now I don't even have pressure cleaner , I lost the money. Having dispute and arguments at home.
Please everyone .

Dont buy anything from gregory Hills store , very bad staffs and manager .
Also if you really need to buy something, buy else where , but not sydney tools

Best TIG ever. Easy to use, small, powerful and new collet system is great
I’ve gone from an older inverter TIG to the new Razor 200 and wow!!! New T2 collet system is fantastic, easy to use, small and powerful. As for Customer service I would like to say how imprssive the Customer Support from Unimig is. Its the true sign of a good reliable Company. Having just bought a Unimig Razor 200 TIG i had an issue with one of the funky T2 collets. Fantastic collet by the way. I contacted Unimig re the issue, possibly caused by my lack of knowledge and Petros Madzinga responded promptly. After explaining what happened and sending photos, Petros didnt stuff around, and said they would replace the collet. Imagine my surprise when 2 days later i received a full T2 kit with all collets, rubbers, lens's etc. This was far beyond what i had hoped they would do. I would have been happy with just the one collet! Thank You to Petros and Unimig for exceptional service!

Having just read this, know your rights!!!, they cant refer tou to manufacturer warranty....

Check accc consumer rights for major failures, you are entitled to repair with a reasonable time (i allowed 6 weeks), if not possible you can get a refund or replacement.

If they dont play raise a complaint via the online form at fair trading , at thw same time raise a chargeback to your bank/card provider.

If all else fails take them to tribunal, irs an easy pricess, you can also claim your time getting to this point, and you will win if they havent adherred to the accc.......

Buyer beware, while the price is good, the service certainly is not, the stores don't adhere to the ACCC when it comes to return/refund/repair... this means you could be without your tools for an in definitive amount of time while they try to repair! - don't expect a refund or replacement to which you are entitled!.... and when you try to resolve, don't expect the management to support

Found item I wanted online showing as in stock
Went to local branch to be advised nil stock in all shops as their systems aren’t accurate
Ok then please order me one
Order placed
After 2 weeks on follow up advised they had not ordered as other team member went by system info showing local stock
Local team apologised, and then re-ordered
Followed up one week later to be advised, it was not ordered because head office has instructed for customer to pay for freight
Paid freight just to get item over
Waited another week, no reply
After calling them every other day, got told item now here
Trying to recover the freight charge and now being told to deal with management directly who advise to deal with head office directly. When you called head office, they instruct you to go see local branch. No one in this company will take responsibility for their actions. Terrible poor service any discounts you do make on the tools
Are not worth the effort would definitely recommend anyone not to use this company as I will never use them again
Still chasing refund and now seeking legal support

2 Online orders start of January with store pickup. 3 months later still waiting for some items. Took what had arrived. Requested refund for non arrivals. Store could not refund & said head office had too, provided I give my bank details!!!!! 7 days later, no refund yet. Email customer service, they say store to refund, store will contact me. Store call me & say it's head office issue & store can't refund. I said give me cash, can't do. Apparently head office have now arranged the refund but it won't process for another 7 days.
Questions:
1. How can they take money for products not in stock?
2. When they can't supply, why does the customer refund get delayed, by 2 weeks at this stage?
Products are good but obviously supply and management are bad.
Think its time to chat with fair trading, this is my 3rd order with delayed supply due to no product.
1 star is too much credit for the business and how it's run.