Smithfield, Australia
64 Victoria St
N/A
+61 1300850801
DeliveryIn-store pick-upIn-store shopping
Wheelchair-accessible car parkWheelchair-accessible entrance
I wouldn’t say that I have had the best customer service, and it has been very hard in getting hold of them by phone. It has taken 8 months from placing an order to get a resolution on some missing items in a toolbox order. However, credit where credit is due. After receiving a call finally from Tools Warehouse, the customer service had gone from zero to hero in a matter of minutes. It was great to see that they too ownership of the lack of service and went the extra mile to resolve the situation. I was shocked at how great the outcome actually was; very pleasantly surprised. Like a lot of business operating through COVID, they have had their challenges, but it is good to see a positive change.
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Once in a lifetime negative experience! They provided a fake tracking number, when asked, they went silent. Keep emailing asking for a refund and there's no response from them. Finally, they sent the real tracking number. I suspect that they didn't have the item. If you don't have the item, please take it offline. You took so long to ship the item off. Products arrived today. I'm fuming mad! How can a company send without checking that all the items are there? There are missing items: power cord and cross stop. This must have been the demo set as it came super dusty. I'm not sure why they crossed out the serial number and other things that are supposed to be included in this set. I will update with what the company says and how they rectify this. But I'm really upset about such service. Outcomes I'm looking for option 1) full refund and you take your goods back. 2) power cord and cross stop get delivered, refund 300 for demo set and refund for trim stop I bought but isn't here. I'd rather give a proper company the money. Update 17 Dec: spoke to the manager. He apologized for not wiping the display model and said it has never been used. (Still why am I paying for a display model??) Where are the missing items: He said it's only the power cord that is missing. Blamed it on Festool for not including it. You're the one shipping it out, mate. Don't blame others for not checking and shipping items off. They promised express shipment, getting the item within 2 days. Please look at the screenshot. Arriving estimated on the 22nd. So much for express delivery. These guys should be shut down. I've never met such unethical people with no accountability. Update: manager called and blamed me for ordering the wrong thing and he said he didn't like the review I wrote. I blew my top and hung up. Update 5 jan: received a full refund after sending the items back.
I ordered a chainsaw for my husband's birthday, the website was easy to navigate through for someone that doesn't know much about tools and they do afterpay! I was panicking about the order arriving on time. But there was no need to worry. All of my emails were replied to very promptly and the order arrived in only a few days after ordering! Now I have a very happy Tool with he's new tool
Had an issue with my toolkit I ordered in the Christmas break. I dealt with Kevin from their online department and he was great and knowledgeable. Sourced a new toolbox and helped me with the price to make it affordable. Really positive experience with something that could have been negative.
Great service and excellent range of tools. The team catered excellently to my needs and left with a great deal and good experience. Will be returning here for any of my tool needs.
Had an issue with my toolkit I ordered in the Christmas break. I dealt with Kevin from their online department and he was great. Sourced a new toolbox and helped me with the price to make it affordable. Can recommend 10/10 times
Love tools
I had a very positive experience with the online assistant as well as in-store. The online assistant was polite, efficient and accommodating. They made sure to place a hold on my wheelbarrow so I could collect later in the day. On arrival at the store to collect, the customer service officer behind the desk was welcoming, friendly and helpful. The store itself was well-stocked, clean and organised. The wheelbarrow is of top quality and has performed above expectation in the harsh setting of hard and soft landscaping tasks. It is heavy duty and built to last and will last a long time. I will definitely shop again here and fully encourage others to visit and take advantage of the great service and decent prices on offer. Highly recommended! Thank you.
Deli
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Wheelchair-accessible car parkWheelchair-accessible entrance