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.
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