Review Time
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.
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 visited a local tool store in Hervey Bay. Upon entering, we were warmly welcomed by a staff member who asked if we needed assistance and promptly guided us to the tools we were looking for. He answered all our questions and demonstrated impressive knowledge about the items. After our purchase, he even helped carry our tools to the car. It was refreshing to experience such genuine, old-fashioned service. Based on today's interaction, I will certainly return.
Today I visited a local tool store in Hervey Bay. Upon entering, we received a friendly greeting from a staff member who inquired if we needed help and led us directly to the tools we were seeking. He addressed all our questions and displayed excellent knowledge about the tools. After our purchase, he even assisted in carrying our items to the car. It was truly refreshing to experience such genuine, old-fashioned service. I will definitely shop here again based on today's interaction. Cheers!
I had always received good service until today. I bought a pressure cleaner nine months ago, and it has been in service for three of those months. The service department has been unresponsive, and the staff I dealt with today did not meet expectations. I have escalated the issue to head office for further assistance.
You'll feel abandoned after your purchase! They take your money but provide faulty products. After a negative interaction with a staff member, I was hesitant to return. I tried to get a faulty machine fixed, but it was returned still broken. I was told I couldn't get a refund for a product that was not fit for purpose. I recommend looking elsewhere for better service.
I bought a scanning tool that was advertised to work on all Holdens, but it failed to do so. When I tried to return it, they refused a refund and only offered store credit. I was frustrated that they wouldn't refund my cash payment, leaving me with a gift card instead.
I'm surprised this company has come this far; they really need to enhance their service. Once the transaction is complete, they seem indifferent to customer needs. The products were faulty, and the only reason I'm giving two stars is due to one staff member's attempt to be helpful, while the manager was quite rude.
I purchased the wrong voltage tool, 12V instead of 18V, and when I tried to exchange it for the correct one, the staff showed little interest. I was repeatedly quoted the returns policy and told to sell the incorrect item elsewhere. I still want the 18V tool, but I won't be returning to this store.
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