Sydney Tools Castle Hill

Simple and quality customer service is hard to come by these days! Anyone can sell tools. Anyone can have a business. Anyone can have staff. But going through a seamless warranty process is very hard to come by this day and age. Came into the store. Seen the first guy available who greeted me, his name was Alex. Explained the problem ONCE. He tested himself. Asked me no follow up stupid questions like other people do. Made the call to GME about the issue. Got the solution approved. Replaced the battery and shook my hand. All done within 5 minutes. I appreciate you Alex for being normal in a world where our civilization is heading towards disaster. Talk again soon.

Adam Elgarhy

I was just in the Castle Hill shop and was greatly assisted by Michael in purchasing a karcher wet and dry vaacum cleaner as well as the corresponding accessories to go with for the cleaning and maintenance of my car. Michael even went a step further to go out of his way to reccomend me different accessories as well as options for wet cleaning of my cars interior and the different cleaning products needed for interior detailing. I ended up purchasing the wet and dry vaacum cleaner as well the car cleaning kit alongside it as a result of the reccomendation. I am very impressed with the level of service and would highly reccomend the professional quality of Sydney tools customer service in castle hill to everyone.

AussieDirect Sellers

I went to get a torque wrench for a specific dimension. I had an Asian young man take me up and assist. When I started to ask if it was available he looked briefly at the tool range but then after this he said he would go back downstairs. He stated that if there was anything else to come and see him. His search was pretty brief and I had to show him a picture of the tool I needed at the time and then the search was not really much of a search and he didn't know the products that well. I ended up walking back to the bottom cashier level and went to the counter. I spoke to him again. I said that the tool is on the website but states low in stock. Without bothering to go on the computer himself to look, he said that this means the Castle Hill store doesn't have it. I had to push him motivationally to actually go on the computer and look on the system. So we went back upstairs a second time, he briefly visually looked at the shelf and then said it wasn't there. He didn't indicate if it would be out the back. I asked if I could look myself by taking the torque wrenches off the shelf, he nodded and then walked off. I thought he may help, even briefly. He didn't seem that happy to serve or at least genuine service. If I wanted a tour guide with brief knowledge, I could use the internet (which is what I ended up doing). I'd give one star but I can't say there was no help so I gave 2. Maybe its lack of training or he is new but service was pretty average. I guess its easier just to buy from ebay or amazon.

Troy

Very disappointing experience with Sydney Tools Castle Hill regarding Order ST2045845. I placed the order through the Sydney Tools online store on 16 April 2026 and chose Click & Collect from the Castle Hill store purely because it was convenient for me to pick up while passing through the area. Since placing the order, I continuously checked the order status through the Sydney Tools website. For weeks, the order page continued to display that the order was delayed or “still on its way”, and I never received any pickup notification email. I even contacted Sydney Tools customer service online and was told the Castle Hill store would contact me directly, but nobody ever did. After eventually visiting the store in person on 10 May 2026, I was told by a staff member named Declan that one item had supposedly been ready for pickup much earlier and that the system had allegedly sent an automatic pickup email. However, I never received such an email despite checking all inboxes and spam folders carefully. Interestingly, when Declan manually resent the pickup email in-store, I received it immediately, and the order status on the website also changed shortly afterwards. What I also found confusing was that my order contained two items, and one of them was apparently still out of stock the entire time. If that was the case, I do not understand how the system would automatically send a pickup notification for the order without first contacting me regarding how I wanted to handle the unavailable item. At no stage did anyone from the Castle Hill store proactively contact me to discuss partial pickup, refund options, or whether I wished to proceed with only one item. Declan also questioned why I had not called the store earlier. However, I placed the order online, the order page did not provide any direct store contact number, and I had already proactively contacted Sydney Tools customer service through the official website. From a customer’s perspective, I do not think it is reasonable to expect customers to chase down internal store contacts while the company’s own order page continues to display the order as delayed. If the store was fully aware that part of the order was ready while another item was unavailable, I believe the more reasonable approach would have been for the store to contact the customer directly, explain the situation, and ask how the customer wished to proceed. What disappointed me most was not just the system issue, but the lack of basic customer service. Instead of trying to understand the situation from the customer’s perspective, Declan repeatedly shifted responsibility both to Sydney Tools’ IT department and to the customer. He maintained that the system had already automatically sent a pickup email and suggested that if I had not received it, or if I had not called the store to follow up, then the responsibility was effectively mine. At the same time, he claimed the incorrect order status shown on the Sydney Tools website was due to IT or website issues and “not his problem”. He even compared it to Woolworths’ website sometimes having issues, which honestly made little sense to me because my transaction was with Sydney Tools, not Woolworths. As a customer, I can only rely on the Sydney Tools website, order tracking system, and communication from Sydney Tools staff. I should not be expected to investigate internal system problems, determine whether the website is accurate, or guess which store I should be calling when the official order page continued to display the order as delayed. At that point, the conversation no longer felt constructive, and I decided it was best to end the discussion and leave the store. Technical problems can happen, but the way this situation was handled — with poor communication, no proactive follow-up, shifting responsibility onto the customer, and a lack of accountability — was extremely disappointing.

ouryou

Alex and the staff are simply amazing, keep up the good work guys 💪🏽

richard hector

Great shopping experience for someone new to the tools around the house! Alex was professional and patient. He also got the heavy boxes fit into our car with Martin. We will definitely come back for more helpful advice and the most economical solutions from them!

Chelsea Xu

Great service. Friendly staff. Martin helped out on the phone, held stock for me and helped with good product knowledge

Geordie McRae

Declan B at Castle Hill store has been great to deal with

Depak

All staff are fantastic especially Kevin 😍

Pedram Pourzeynali

The staff are awesome🤓

fargol hosseini

Kevin was a great help in finding a suitable moisture meter 👍

Anthony Cavenagh

Awesome customer service by Kevin on enquiring about Ego bundle kit. He went out of his way to check availability at other stores and also discounted delivery. Very good with offering alternatives. Would definitely buy again from this store.

Manish Jerath