Total Tools Reviews

I have placed two orders with Total Tools and both were a disaster from beginning to end. Upon placing both orders at different dates both appeared to be in stock on the website. The first order took nearly 8 weeks to arrive. The second (a birthday present for my husband) has taken almost 8 weeks to with no ETA in sight. During both of these experiences not one person called me to let me know the items were out of stock. I had to continuously call and follow up. If an item isn't in stock, why would you have it on your website? Their customer service is dismal, all they can do is say sorry etc. After 8 weeks i have cancelled my second order. I will never purchase from this company again.

I have placed two orders with Total Tools and both were a disaster from beginning to end. Upon placing both orders at different dates both appeared to be in stock on the website. The first order took nearly 8 weeks to arrive. The second (a birthday present for my husband) has taken almost 8 weeks to with no ETA in sight. During both of these experiences not one person called me to let me know the items were out of stock. I had to continuously call and follow up. If an item isn't in stock, why would you have it on your website? Their customer service is dismal, all they can do is say sorry etc. After 8 weeks i have cancelled my second order. I will never purchase from this company again.

After constant messaging Re sale for 5ah batteries today , went into store this morning that they were all gone in under an hour .. no rain checks ,& the young lady could only come up with sorry about that .. after driving 45 mins to closest store a waste of time .. why not a text saying sold out as they obviously totally mismanaged the stock that would be needed .. goodbye total tools , hello Sydney tools in the future

After constant messaging Re sale for 5ah batteries today , went into store this morning that they were all gone in under an hour .. no rain checks ,& the young lady could only come up with sorry about that .. after driving 45 mins to closest store a waste of time .. why not a text saying sold out as they obviously totally mismanaged the stock that would be needed .. goodbye total tools , hello Sydney tools in the future

will not answer emails ,, sell stock they do not have why do you treat people like this ?

Took a k750 drain snake in to be repaired, was told the cord was bad, they replaced the cord and called a couple months later. Picked up the machine and got ready to use since repair and it didn't work. Took a look at the cord and seen that it was never replaced. The motor was shot is the reason the machine didn't work, was told by rigid that the motor and cord would be replaced under warranty I dropped it off In July of 2022. Got a call that the cord and motor had been replaced on 3-01-23 Picked up the machine on 03-02-23 the motor had indeed been replaced but the cord still had the exposed wire that was never repaired Took it back 03-03-23 bought it to customer service that agreed the cord had never been replaced and said it looks old and need to be replaced without their knowledge of knowing why we were there. Presented paperwork showing it was replaced 03-01-23 then he immediately said let me get a manager! Manager came out defensive and I showed him the cord wasn't new then was told to leave, which we did peacefully. Then I was contacted saying by other sources saying I was unprofessional once I came back to the store causing some sort outburst " which isn't true" ask for the individuals name before leaving which he chose not to answer the question regarding only his first name. Contacted the regional manager and left a voice message that he hasn't replied to over a week later which was Ryan Brunner. If I could rate my service at a negative 3 I would. BUYER BE WARE

Took a k750 drain snake in to be repaired, was told the cord was bad, they replaced the cord and called a couple months later. Picked up the machine and got ready to use since repair and it didn't work. Took a look at the cord and seen that it was never replaced. The motor was shot is the reason the machine didn't work, was told by rigid that the motor and cord would be replaced under warranty I dropped it off In July of 2022. Got a call that the cord and motor had been replaced on 3-01-23 Picked up the machine on 03-02-23 the motor had indeed been replaced but the cord still had the exposed wire that was never repaired Took it back 03-03-23 bought it to customer service that agreed the cord had never been replaced and said it looks old and need to be replaced without their knowledge of knowing why we were there. Presented paperwork showing it was replaced 03-01-23 then he immediately said let me get a manager! Manager came out defensive and I showed him the cord wasn't new then was told to leave, which we did peacefully. Then I was contacted saying by other sources saying I was unprofessional once I came back to the store causing some sort outburst " which isn't true" ask for the individuals name before leaving which he chose not to answer the question regarding only his first name. Contacted the regional manager and left a voice message that he hasn't replied to over a week later which was Ryan Brunner. If I could rate my service at a negative 3 I would. BUYER BE WARE

Bought a Detroit (their own/home brand) for a small job.
The tool was faulty. Ended up hiring one locally as I needed to get the job done quickly.
Took it back, they couldn't refund as 'someone' wasn't there to authorise it. Asked me to come back. Came back, 'someone' wasn't there again.
Travelled for work, couldn't get back for 2 weeks. Came in on a weekday and was advised - as I didn't come back in time - they couldn't do a refund.
Poor customer service, don't back their own brands, they are not that interested in 'retail' customers. Also a symptom of being a franchised model, unlike some of their competitors who back their products and exchange or refund easily.

Ended up getting a refund, but took three trips and about a 90mins in total of explaining the situation and suggesting they may want to do the right thing.

Won't be back.

Bought a Detroit (their own/home brand) for a small job.
The tool was faulty. Ended up hiring one locally as I needed to get the job done quickly.
Took it back, they couldn't refund as 'someone' wasn't there to authorise it. Asked me to come back. Came back, 'someone' wasn't there again.
Travelled for work, couldn't get back for 2 weeks. Came in on a weekday and was advised - as I didn't come back in time - they couldn't do a refund.
Poor customer service, don't back their own brands, they are not that interested in 'retail' customers. Also a symptom of being a franchised model, unlike some of their competitors who back their products and exchange or refund easily.

Ended up getting a refund, but took three trips and about a 90mins in total of explaining the situation and suggesting they may want to do the right thing.

Won't be back.

Out of the big 3… the best for service.
Worst service goes to shitney tools

Recently, I started having problems with my pressure washer Karcher K5 hose (under warranty), took it back, and got told that it would be sent to Karcher for checking and hopefully repairing it.
Guess what? It never got sent to Karcher, I received a call to come back to pick it up from the store, and that was it.
The sales staff told me that I had to purchase the hose from them because there was nothing else they could do. They actually didn't do anything apart from lying to me.

Recently, I started having problems with my pressure washer Karcher K5 hose (under warranty), took it back, and got told that it would be sent to Karcher for checking and hopefully repairing it.
Guess what? It never got sent to Karcher, I received a call to come back to pick it up from the store, and that was it.
The sales staff told me that I had to purchase the hose from them because there was nothing else they could do. They actually didn't do anything apart from lying to me.

Stores look nice but employees no nothing about the products. Total tools web site is awful for contacting a human. I ordered a bottle of Nitrogen Gas on 22/OCT prepaid $199. Heard nothing about order a week later went in person said they would look into it , got no feed back, another week still heard nothing, week later still no feedback. Total Tools have a system problem, train your employees in the trades. The thing is if you are a skilled tradesmen you won't be working in sales unless you physically you cant work in the trade . I get a general feeling Australia is being deskilled and deindustrialized.

Stores look nice but employees no nothing about the products. Total tools web site is awful for contacting a human. I ordered a bottle of Nitrogen Gas on 22/OCT prepaid $199. Heard nothing about order a week later went in person said they would look into it , got no feed back, another week still heard nothing, week later still no feedback. Total Tools have a system problem, train your employees in the trades. The thing is if you are a skilled tradesmen you won't be working in sales unless you physically you cant work in the trade . I get a general feeling Australia is being deskilled and deindustrialized.

Ordered online - process was quite good. Paid extra to get faster delivery. Store is 25 min away from me so was a convenience.
Result, promised on the Thursday same week. Its the following week and i have seen the order was picked up on the Tuesday of last week but the courier cant explain why they cant get it to me. I have rang Total Tools (that really is what they are) and they cant explain it to me, nor can they explain why over 5 days later (total 7 days) its still not been delivered. And as to paying extra - no answer to that too because their delivery company Fastway (must be going Slowway) cant let them know either. SERIOUSLY IF YOU ARE GOING TO USE THIS COMPANY, PICK THE ITEMS UP AND MAKE SURE THEY REALLY HAVE IT - I dont trust them at all