Sydney Tools Online Store

I have received my latest purchases and they are well packaged and were freighted for free. The prices are very good but responses to emails can be rather slow.
When I did finally receive a response to my email, I could understand the delay in shipping, and was then okay with the wait.
They are worth dealing with, maybe just respond to enquiries a little quicker guys?

Finally got a lame contact email last week but still no result or refund from a faulty product over a month ago. Poor service!! Don't know what their problem is!!
Will continue to submit a new review every day here until I get finally get a refund. Consumer affairs complaint also submitted,

Bought the DeWalt DW745-XE online, for a store pick up at Penrith. That was the 13th December. It took until the 31st December to actually pick it up, thanks to the staff at Penrith who made the personal effort to do so (via an early morning drive to the supplier). So, in store service, fantastic. Tolerated my annoyances and went above and beyond service-wise.

As for the online experience... room for improvement. Cannot get basic information regarding order whereabouts. Compared to many other online services, comes up very short.

Multiple calls with hours spent on hold, stopping my incoming business.
Multiple assurances "It'll be sent today" & "We'll call you back". Never done.
Multiple incomplete or lost jobs costing me squillions.
Warranty time between purchase date and delivery date wasted.
Eventually got an AusPost tracking number, but it's not valid (yet???).
Item went on sale after "claimed" sent date. Wouldn't agree to send freebies to make up for the difference, but did issue a store credit. Just read another review here, stating store credit only allows you to buy selected clearance junk.

Just made my last purchase from these scammers I have just paid for a makita pole saw kit ( partly purchased because it came with a $200 store credit, ) buyers beware that a " store credit " should really be called a " selected items that sydney tools want to get rid of credit " as that would be a whole lot more accurate than calling it a store credit ! Don't bother trying to find the t&c's prior to making your purchase either they only come up once you have handed over your hard earned.

I made a purchase 2 weeks ago. They took payment but never sent the product. I must have called about 8 times and been on hold for 15mins each time.

Do not buy online from these people. What should be no more than a 5 minute process has been turned into hours. they will take your payment but will not valid it the sale until you have the 2 amounts they put to your credit card. when a statement arrives a month later what good is this. Any for of help is non existent when phoned.

I placed an order on the weekend. The payment method I selected was direct deposit, thinking that I had paid via my credit card. However after contacting about my order, the staff were able to take payment over the phone and get my order sent out the same day... what great customer service! Sydney Tools you have really impressed me :)

I had an order that I put through and then received it with missing items needed for a job, took photos and emailed on the day, had no response. I received an email later that week after another two emails sent, they passed the buck and sent it to another department or depot. two weeks after and still nothing back. worthless

Got back to me after the review, fixed the problem after a bit of back and forth.

I placed an order for my husbands birthday and then got in contact with one of their customer service representatives to find out how soon I would get my tool. I was told that it was already in the queue to be dispatched but that she would contact the dispatch team to ensure it was sent out today. Literally, 30mins after the call, I had received tracking details. Amazing!

This was my first purchase, but I sure will be making many more!

Terrible. Ordered gift card for my son's 18th with what I thought was plenty of time! Was informed it still hasn't been dispatched 5 after ordering! Will well & truely miss his birthday

I have purchased two items on seperate occasions through Sydney Tools website and both times it has taken 2 weeks for me to receive their customer service is also horrendous.

Today is 25 September 2022 and I live in Sydney. On 17 September I ordered stock of pocket screws in large quantities from eBay Australia, a Canadian store off Amazon, a US store direct and three varieties from Sydney Tools. The EBay Australia ones arrived first (Melbourne origination), Canada second and US third. Nothing from Sydney Tools. I contacted them..... still waiting for that too.

Ordered a couple of screws. 2 weeks wait! WTH nothing inc checkout to advise. Spoke to [name removed] on chat. She said deal with it. Better off picking in it up from store. Going to bunnings to get my gear. sorry. wanted to support an underdog, but they are aliens!

I dealt with Toni and found the service to be really good and responses prompt! He also switched around a cordless tool kit for me that better suits my needs, but all the while, keeping the same low price with the redemption offer intact! Shipping was really fast for all the things that were in stock upon ordering!

Good service and value for money!

Its a great online store with a lot of products,It may take a while for them to send off products sometimes but if you plan early the delay with delivery should not upset you,prices seem average to fair.

After receiving a Milwaukee tool in which l ordered l quickly realised that it wasn't what l was after, next day l returned posted it, two days latter Sydney Tools received the package, now 5 weeks latter and nine phone calls and on hold for about 3 hrs total l still haven't received a refund. It is now the staff telling me it's because it wasn't returned within 14 days, l have proof from Australia post tracking they received it 3 days after l received the item. It's now fair to say that l will never again purchase another thing off Sydney Tools nor will l give anyone who is prepared to listen anything positive in regards to Sydney Tools.
Still waiting for the refund!!!!!!!

Ordered online, asked a question following purchase, no reply. Waited a day, asked again, no reply. Paid for insurance on shipping - still yet to get a “confirmation email”’to say they’ve even posted it. I called the store first and they said they had stock, so why after two days haven’t they posted it? It would have been quicker to buy it from Bunnings despite the price difference, I now have to wait for delivery meaning I can’t do the job at the weekend. What type of company COMPLETELY ignore customer emails? Wish I’d never dealt with this awful company. I’ll tell everyone who asks about them to avoid at all costs.