Sydney Tools Recenzje 302

Disappointing Experience: Unfulfilled Promises and Unfriendly Service

Rating: 0/5 stars

I recently had a frustrating encounter with Sydney Tools Botany that left me deeply dissatisfied with both their service and their products.

After checking the stock availability of a $2000 tool on their website, I eagerly made the trip to their store to make the purchase. Upon arrival, the staff were initially friendly and polite, but the positive experience soon soured. Despite their assurances of stock availability, we were unable to locate the item on the shelves after multiple attempts. Eventually, I reluctantly settled for a cheaper model priced at $500, only to find it in a damaged package.

Assured by the staff that any issues would be promptly addressed with a no-questions-asked return policy, I agreed to the purchase and traveled two hours away from Auckland to use the tool. Unfortunately, it failed to perform the job satisfactorily.

Returning to the store the next day with the faulty tool, I encountered a stark contrast in the staff's demeanor. Instead of the previously friendly and accommodating attitude, I was met with unfriendly and uncooperative behavior. They refused to acknowledge the tool's faultiness and insisted it be sent to the manufacturer for investigation.

This entire experience felt like a waste of time and money. Sydney Tools not only failed to deliver on their promises of stock availability and customer service but also displayed a lack of accountability for the faulty product they sold. I left feeling deceived and frustrated, vowing never to purchase any tools from them again.

Overall, I would caution anyone considering shopping at Sydney Tools to beware of their unreliable stock information, unfulfilled promises, and dismissive customer service.

On the 05/04/24 I ordered and paid for an item. It was a non - stocked item so I was to allow 14 business days for delivery.
On the 01/05/24 I contacted Sydney Tools in regard to cancelling the order as it was taking too long. I was told they were unable to do this and that was reflected on their terms and conditions.
On the 02/05/24 I was informed by a staff member that the item was "estimated for delivery to them" by the start of June.
$1250.00 and no tool for 2 months.......

Not a care in the world is given by this company. I have had issues in the past with them.
I have had them promote giveaways and never came through with them once I had made the purchases.

They are eliminating smaller competition and providing an even smaller service.

Sydney Tools sell poor quality Lincoln air compressors then try to make life hell when you ask for a refund. I had to go through a 45 minute battle, which ended in them testing the air compressor with a decibel meter, and seeing that it pumps out 81 dB compared to their advertised 61 dB!

I would avoid the Sydney Tools like the plague. There seems to be rot in that organisation that starts with a shocking attitude in the staff members and goes all the way up to head office.

This was my experience with them ….

I bought a Lincoln LCS50 "Silent" air compressor which Sydney Tools says runs at 61dB

I visited the store on a Thursday night, there were 3 staff members and zero customers. The staff were all behind the counter chit chatting. They treated my arrival like an inconvenience, the staff had a really poor attitude.

A staff member called Corey, who had the worst attitude of the lot, tries to sell me a more expensive Chicago Air compressor, but I explain I don’t have the budget. I find the Lincoln and it has great sound specs listed on their website, 61 decibels! I know I’m buying a budget end product but I think to myself, well I’m dealing with a reputable company, so surely I can trust their advertised specs and they will do the right thing if I need a refund right? No, that turned out to be very wrong.

Corey demonstrated the Lincoln compressor, and it sounded really quiet, so I agreed to buy it. What I did not realise, is that he only showed me the compressor building up to 1 bar.

I took the compressor home, and filled it to 8 bar. As the pressure built, the sound became REALLY loud, then when it shuts off it makes a piecing TWANG sound.

So I take it back in store the next day expecting an easy refund, like I would get at Bunnings or any other store. But oh no, I was in for a 45 minute battle.

Firstly, the staff say that the really loud TWANG sound is normal, and the 61 decibel promise is just the refilling part, not the cut off at the end. I think to myself, that sounds untrue, so I ask to hear a Chicago Air. They wheel out a Chicago Air and demonstrate a refill. And yes, it does make a sound at the end of the refill, but it is NOWHERE NEAR as loud as the Lincoln TWANG. Nevertheless, they argue that the Lincoln TWANG is OK, even though we can all hear it is way louder than the Chicago air.

Corey then tries to fob me off saying I can return the unit for store credit, but I stuck to my guns and said no, this thing promises to be 61 dB and it is clearly not, even if we ignore the TWANG. Then a staff member gets onto the phone to their area manager, then another call to some guy called Roy from the warranty team.

At the instruction of the warranty team, they get another Lincoln LCS50 air compressor from their stock and test the sound. And it sounds just a loud as the one I bought when the pressure builds up. And it has the same ear piecing TWANG at the end of the refill cycle.

I’m thinking to myself, OK, I’ll get my refund and I can be on my way. But oh no, that was not enough! Roy from warranty team demands that the staff get a decibel meter to prove that the refill sound is over 61dB.

By this stage the staff appear to be getting annoyed with Roy from the warranty team. We are all wasting precious time. They futz around trying to find a decibel meter, but can’t find one, so they use a phone app. They measure the air compressor and it is 81 bloody decibels!! 20 decibels more than the advertised 61!

Roy from warranty team is finally beaten, so he gives the OK for the refund. But it’s still not over yet, I have to wait another 10 minutes as they go through some convoluted process of emails and approvals to issue the refund!!

It was clear to me that they were just giving me the run around, expecting me to fold. And the thing is, the air compressor was obviously much louder than the advertised 61 dB. What a shocking company, avoid AVOID!

On 19 Mar 2024 I placed an order for an energy storage product from their website. The order status was not updated for nearly a month. When I contacted them on 12 Apr, I learned they were informed of product EOL by their vendor on 20 Mar but they never contacted me. When I requested for a refund, they wanted me to take something else instead. On 15 Apr, I called them about the refund again. This was definitely the most rude customer service I have ever experienced in my life. No doubt, my request for refund was bluntly refused again. I said I would have to escalate this issue on PayPal. The customer service lady contemptuously said "That's fine. I don't care.". She definitely hates her job and the company. I've submitted a compliant on ACCC. This business should be brought down.

Went and bought a pressure washer. They got it off. The shelf was not even in the box. Then the next day I went to a job and no part for the pressure. Washer had to go all the way back and get my money back. That's the second time it's happened to me. Will not be shopping there again

Disgraceful customer service

My rating of Sydney Tools is -10 They are the worst!
They ( Windsor Gardens branch) refused to give me a $30 refund in cash (since I paid cash) and when the credit didn't appear in my account I rang on the next three consecutive days to find out why. I was told they would look into it and call back but they didn't Finally on the 5th day after having to chase them up again they relented and told me the refund would be put through next Monday as their office only issue refunds twice a week!! As yet I have not received a refund for the item Ive returned

Terrible customer service. They advertise stuff in their catalogues with no intention of supplying them. Ordered something in late December and was told deliver mid January. Got every BS excuse under the sun each week as to why it hadn’t shown and after 7 weeks get offered a refund when all I wanted was what I ordered.
Left phone msgs for manager to contact me to try and get something sorted never received a call back. Also tried emailing their customer service team for nill reply.
Decided to do a little digging prior to going and getting my money back after nearly 2 months to find that what I ordered was in stock a measly 4hrs down the road at Townsville, Not one of the team in cairns had made any attempts to contact them or try to get what I ordered in transferred between stores they were more than happy to just keep telling me “it will be here next week”
Nice work Sydney tools
Won’t be buying anything from you ever again

Very poor customer service. AFter purchasing shelving I asked for the invoice details to be updated to refelect my business name rather than my personal details. 3 emials, 3 phone calls and more than 4 weeks have passed without the issue being resolved. Phone wait times are a minimum of 25 minutes.

Have a paslode fixing gun ,which I brought on 7th December 2022 which has a misfire and jamming issue ,rang carrum Downs store about warranty repairs. Person on phone said no problems bring it in,.so I did only to be told when I got there that warranty was 8 days out .so can't do!! No looking after customers at all .have spent $1000s on new tools. Where going to charge $35 just to look at it

BIG MISTAKE, HUGE MISTAKE...
As the owner of a medium sized building business I have been eagerly awaiting the opening of Sydney Tools here in Christchurch. I went to visit the store for a browse today. I was stopped at the door and told to wait (for some time!) whilst another customer was checked out. Then the (I assume) manager said they were short staffed and I couldn't walk around unescorted! I thought if they had security concerns they would have cameras and security staff. No introduction so I don't have a name. If I ran my business like that we'd have another hundred plus people out of work here and I'd have no customers. I left without comment, won't be going back. Highly recommend against going to this business. I'll keep my accounts where they are, at least I get decent service.

AVOID AVOID AVOID. spent Thousands with these people the orders are wrong, getting refunds is harder than getting money back from an Airline, there promotions have more hooks in them than a Taiwanese fishing Net, customer service ..when you can get hold of them ...just plain Nasty

Purchased a $1000 worth of Kacher pressure washer approximately from Sydneytools 18 months ago! Great washer Honda motor when it worked unfortunately lost pressure after only 10 hrs use! Returned to Sydneytools who in turn sent to repairer!
For various reasons will not bore with you with repairer said Kacher would not honor 2yr warranty and it only has 1yr warranty.
After ringing Kacher to explain situation they decided to honor original 2yr warranty!6 weeks after hearing nothing i rang repair. While they had received verbal verification to fix unit they hadn’t received written email which they required!
Many repeat calls to Kacher over two weeks ( never returned calls) they finally said they had reconsidered situation and will not repair unit. Kacher customer service has been appalling to put it nicely.
I will never ever buy one of there products or deal with this company out of principle.
Decided as a last ditch effort to contact Sydney tools customer service ( before going to consumer fair trade)
Two emails latter 48hrs I received a phone call saying they are giving me a full store credit.
I couldn’t be happier with this result.
I am greatfull Sydney tools responded so quickly and efficiently with winning results only regret is dealing with Kacher for months of frustration.
I have bought from Sydneytools for many years this result just restores my faith in the company

I will rate it Zero stars if I can

Can’t dispatch the order after 5 days.
Customer service is a big time waster,
Online chatting guy is copy and paste for every question I asked.
My worst online purchase experience for many years.

Avoided it at all cost.

Avoid - false and misleading information on website regarding postage. Customer support will not help and says item postage can't be changed despite it not only being the queue for despatch and I am told it is not actually being posted for several more days.

The pages of each item state postage is free and very fast. In reality there is an excessive cost for this and it is not free. If you don't notice then you won't receive your item as expected.

Purchased a Typhoon Pressure Washer with Honda engine and owned for two years with an approx.35-50 hrs only. Called Gregory Hills store and they said bring it in as John their repairer would be in and could have a look at it.

That afternoon I did and John stated the after 25min trying everything he said this is an internal fault and book it in and send to Roselands for further warranty repairs.

I then purchased a $999 Honda smaller pressure washer to see me through the repairs and gave them extra business. Not sure if you didn't have money to do what I did as you would be without a almost $3k pressure washer for over 3 moths.

Well thats were it has all gone bad. I call the store 2 weeks later as it was booked in on the 28th Aug 23. Nobody could find the paperwork or tell me what was happening. They promised they would call me, well that did not happen.

I called again on the 4th week and again not much help other than it has gone to Roselands and it could take time, I left it again for the 6th week and then called what they call Head Office but only to speak to a nice female service person who could not help me with anything but transfer me to the Roselands store who then pushed the call to a guy called Josh. He took over two days and I had to call him to find out what was happening to my surprise that apparently they have been waiting on me to pay for a warranty repair of $350 which I said ok and why wasn't I told 3-4 weeks again when they knew there was a charge.

Just before I paid I asked Josh why is this not under warranty and he said it was over 2years. I checked again and called him back and said look at your web site and also Honda which i called them directly and they said thus should be a warranty repair and if sent to them they would have it fixed over a two week period.

Once I alert Josh he said he has to check with management and get back to me. Amazing, he did the next morning and apologised and said he would organise this to be repaired.

On the 8th week nothing so I called head office and they would follow up but not much help as they said I should call the store. I called store and same sort of response and no call back.

Prior to calling Gregory Hills, I tried to ring Head office to ask for someone higher but apparently they don't exist for customers and are not reachable for paying customers only for internal purposes. I then called on the 10th week at Gregory Hills store and they told me the store mgr was away and when he gets back he would call. Well that did not happen until I called him on Monday 20th and he tried to brush it off as it takes time for repairs. Yes it does when they actually get sent to the actual repairs.

During my conversation with cameron the store mgr. he said he would do his best to get back to me asap and I asked what does that mean as asap can mean 1 day or 1 month and he said he would try as soon as he gets a response from repairs department. I was not happy with that reply but then asked what would he think an expectable time would be for a call back to me with some sort of update and he said soon if not the next day. I said would three working days be enough for him and he said plenty and guess what, its now past the three days.

I called Head Office which is just a call centre for following up orders more or less and the girl was nice and she tried to help and eventually she said she would escalate this to the Area Mgr called Dwayne but no call at 4:45pm today.

I called Head Office again and spoke with Emily who again was trying her best but again management always put roadblocks up for their workers and leave them to cop the good and all of the bad. Emily said there is nothing she can do other than what the other girl in the morning has done already. She the said she would put me through repairs next door and I can ask them whats happening.

11 weeks later as of today, Scotty from Roselands repairs answered and he ready the notes left on the system that still waiting on the actual repairer as to what is happening with my pressure washer. I seen red but kept calm and Scotty assured me he would ring that repairer tomorrow morning and call me back.

I know Scotty is trying but it this what Head Of Operations Tony Khalife considers to be customer service and paying some of his leaders good money to help loyal clients like this?

Communication is key and the lack of is very poor on the total management team.

I either want my pressure washer back or refund as I am not blaming Sydney Tools for the product failure but the unacceptable customer service after.

Sold me a pressure washer online that they didn't have. Gave me the runaround trying to get the refund. Hours on the phone. Joke of a company . Never again.

I ordered an item and chose to pick it up from the local store where it was listed as in stock. After 3 days of waiting for confirmation, I went to the store and the item was not in stock but needed to be shipped from another local store...2 weeks and still waiting.

Ordered a tool online as it wasn't in stock at my local store. Turns out there was not even 1 x of the product in the country. After 2 weeks I phoned only to be given the run-around 3 separate times, each time being told, "We've ordered it. Shouldn't take long. Call back in a few days and we'll know exact arrival dates." Was told to email instead to make it easier; email was completely ignored. A month since order was placed and finally asked for a refund and was told, "Unfortunately we cannot offer a refund at this stage."
Many similar reviews on here. Avoid this company at all costs. Wish I had checked beforehand. Never had any such issues buying from Trade Tools online.