Sydney Tools Reviews 

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.

Good range of products. Non existent refund or return policy. Stick with Bunnings

I am a long-time Sydney Tools customer, but my recent experience with their loyalty program has been incredibly frustrating. Despite their policy stating a 3-year expiry, my bonus points (earned 27/12/2022) vanished before I could use them.

I did my due diligence and called ahead twice to confirm the final date of use. I was explicitly told by both Head Office and the North Parramatta store that the 27th was my final day. When the system failed to honor this and instead drained my newer 2024 points, I sought a simple manual correction.

Instead of a resolution, I was passed around between Angelica, Courtney, and Zahraa. In a final email, the company actually admitted in writing that their staff gave me the 27th as the expiry date, yet they still refused to reinstate the points. They acknowledged the misleading advice but offered nothing but an apology.

I have now had to escalate this to NSW Fair Trading. If you value your loyalty points, be warned: Sydney Tools' "3-year" policy is actually 2 years and 364 days, and their support team would rather apologize for an error than fix it.

Today I went to Sydney Tools in Hervey Bay
Upon entering the store we were given a friendly greeting by Brad , he asked us if we needed any help and took us straight to the tools we were after , he answered all our questions and had a great knowledge of tools we wanted
After our purchase he carried our tools out to our car
Was really good to have some genuine old fashioned service
I will definitely shop here again based on today’s interaction
Cheers

Purchased the incorrect voltage 12V instead of 18V, tried to change it for the correct tool. Not interested. I was quoted the returns policy every time I asked. Told I could sell the wrong tool on market place. Still want the 18V, but won't be purchasing from Sydney Tools.

Bought Milwaukee Combo kit which Trade Tools had for $13 cheaper including bonus line trimmer. To their credit they matched the price and assured me that marketing would approve the line trimmer bonus aligning with the Trade Tools offer. Ok, I buy the tool. Follow up about bonus line trimmer and no response from marketing. Ok, Christmas period, busy, I get it. Follow up 1 month after initial purchase, still no response after being told their is no record of this and the staff member who had served me had moved on. Surprise, Surprise! Sam at Stafford at least followed this up for me only to be bearer of bad news.... Marketing will not honour verbal agreement with sales staff. Tepid follow up from customer service. Never do business with these types. Cant be held to their word! Stick to QLD owned Trade Tools!!

Have never had bad service from the staff and manager until today we brought a pressure cleaner from them approximately 9 months ago has been in at least 3 months out of the 9 the service department is a disgrace no phone calls to say what is happening and the bloke we dealt with today was a disappointment to this company I have taken the matter to head office to see what reply I will receive from them always one that spoil it for the good staff

why this company made it this far i don’t know why, they could really really improve on their service. once you transaction with them. they don’t seem to care about you and really faulty products, they really should do better in all ways.

only reason i’m leaving 2 stars instead of 1, is there was one guy who tried to be nice to me , however the manager was really rude

YOU'RE ON YOUR OWN!!!!
They will happily take your money and waste your time with faulty products!
After being abused a week after purchasing the uni welder by a team member at the Sydney tools Morayfield branch I was most certainly not comfortable walking back into the store because that particular person told me to f….. off.
Having a few months ago by not knowing what to do, uni make themselves decided to see if they could fix the problem. The machine still came back faulty after driving over 100 km to drop it off at their service store.
Since then went back to Sydney tools Morayfield and the same thing I've been forgotten about and told them I had purchased a different machine. That way I could get back to work but they still would not refund the not fit for purpose product even after the huge amount of a headache they have caused.
Take your money elsewhere!
There are other tool shops that will be more than happy to help with any warranty claims and process them within a reasonable of amount of time you will be forgotten about here! Go Elsewhere

Sure they price match, but guess what happens when you try to buy at a matching price? Out. Of. Stock. Plus they take your money for our of stock items then make you fight to get it back

Bad store policy, Bought an Automotive scanning tool specifically to do Holdens , website says it will do all holdens from 1996 onwards , box and paperwork states all holdens , I have 3 different holdens and it didn’t work on any of them , so I took the product back , they wouldn’t refund my money even knowing they sold me a product that didn’t do what they claimed it would do , only offered me a store credit, I had a gift card worth $150 and the remainder of the product was payed in cash , I can understand them paying the refund on the card of $150 but why couldn’t they give me the cash back , now I have a $279 gift card, very disappointed knowing I researched there product on line and it didn’t do the job it claimed to do

Sydney tools Rutherford – since opening I have spent a few dollars there. Today like many times when I need to buy small items that will fit in my backpack I ride my motorcycle to the store like many times before without any problems, but today I feel I was treated like a criminal probably because of my rough looks and I ride a bike, I was basically told to leave my bag and contents at the front. I showed them inside my bag which had my wallet and a 200 x 140mm x 50mm container with emergency motorcycle keys, spare motorcycle fob, fuses etc and I said they could check my bag on the way out, not good enough for them as they had to enforce the no bag policy. Of course im gonna get my back up, this hasn’t happened to me anywhere, I go to a lot of shops, bunnings, bcf, supermarkets, gasweld etc never a problem. I took my box and wallet out and gave my pack to the worker and said to stick and proceeded to the aisle and was then told if I didn’t leave they would call the police as he didn’t want me speaking to his staff like that, fair enough so I proceeded left but not without saying a few choice words as anyone would. When I first arrived I was in a good mood when I walked out well stuff them. Outside I did say a couple of things but the bigoted guy who asked me to leave was also heard yelling abuse from inside the store.
Would I go back there - NEVER
Would I recommend this store to anyone - NEVER. Would a lady coming into the store with or without a partner be asked to leave her handbag or carry bag at the front NEVER
Would anyone from front line emergency services be asked to leave their bags NEVER
I left and spent a couple of hundred dollars at their rival store around the corner and boxing day I will be returning to the rival store to purchase my unimig razor 200amp mig/tig/stick valued at 2295.00
I did say to them before leaving that I would give them a bad review and they replied that they didn’t care about any reviews.
And by the way I retired 4 years ago after working 47 years in security, and I don’t steal and i hate thieves and bigoted people

Ordered and paid for product online on 20 Nov. Got a message on the 21st saying they were checking stock. Then nothing, followed up on 9 Dec still no response. It is now 16 Dec! They are very bad at looking after customers. Update. Told today I need to pay a additional $300 before they will order. No explanation. Cancelled order. The item is instock and will ship next day with other supplier and cheaper. Now I am waiting for the refund.

I recently visited Sydney Tools, and my experience was pretty disappointing. From my point of view, the staff came across as uninterested and noticeably unfriendly. I tried asking a few basic questions about a product, but the way I was spoken to made me feel like I was bothering them rather than being helped.

The overall vibe I got was that customer service was not a priority. Instead of feeling supported, I left feeling frustrated and unwelcome. With so many other places offering similar products, I expected a much better level of professionalism and courtesy.

This is just my personal experience, but based on how I was treated, I would be hesitant to shop there again.

I purchased a Metabo nail gun kit with battery online from Sydney Tools. Only a short time after my purchase, the price dropped by 40% for Black Friday. Since the item was still unopened and unused, I contacted customer service to request a price adjustment — which felt like a fair and reasonable request given how close the purchase was to the sale.

Unfortunately, Sydney Tools refused to offer any goodwill gesture, not even store credit. For a large company, I found this disappointing and not very customer-focused. This experience has definitely made me reconsider future purchases.

Don't bother buying from Sydney Tools, use a competitor like Bunnings or Total Tools. I recently made a purchase for some equipment I needed, only to learn afterwards that the items were actually on sale at a significantly discounted price. When I went back to the store, Dandenong South in this case, I was told that there was nothing they planned on doing about it, despite the fact not a single mention of the sale price was made, and they they were still on sale at that time. Even a store credit would have been fine. Alas, I will never use Sydney tools again, be it personal or business purchases, and would advise anyone reading this to avoid them as well. As I mentioned, use a competitor, such as Bunnings or Total tools, and save yourself the headache.

Ordered Advertised special, Gearwrench Side Cabinet. No correspondence, after 2 weeks I rang to enquire on the progress of my order only to be told even though their website showed Kalgoorlie branch having it in stock they didn't. Another week passed without any communication so I rang agian and was told that there was one at another store but it was damaged. Ihad repeatedly asked for A REFUND which was totally ignored and I was told the Kalgoorlie branch had to do the refund. This was a birthday present for my son and I could pick one up from Beyond Tools in Malaga WA sameday for $44 less than the Sydney Tools so called online special! If you dont want to prvide customer service go back to Sydney and take your stoers with you. I wont be dealing with these rude unhelpful people anymore. Brian

Purchased a digital x torque 230mm spirit level...can hardly read it during the day let alone at night...u have to read at angle.they said...I should.be able to read a level at any angle especially straight on..won't refund as they said thats how they all read...what an absolute scam..Parafield sydney tools..shit service...shit customer care...pathetic excuses...another loss of potential customer...pick up your game