Total Tools Brendale

Last time I went to this place for a product that failed under warranty the guy was really angry that he had to do his job. Haven't been back to this one. probably won't... I'm using Sydney tools more now. In fairness it's only this particular franchise I've seen unusual customer service, all the other Total Tools have been all good. Gave you one extra star cause you did sort it out.

I thought this place was good but how they dealt with my product issue was woeful. Took several days of me contacting them to finally chase up a denied warranty decision because they stated damage on a brand new item was 'not substantial enough', or that the distorted box side from having excess weight placed on top was considered 'not damaged'. They also brought up a 30 day return window, but this wasn't just a change of mind which is what the 30 days refers to on their website, it was damaged goods. I even emailed the Total Tools Australia main contact to try to clarify terms but they didn't even reply. Happy to take your money, but don't care when there is an issue...

I went here with my service dog and the service was excellent. The staff showed me where the heavy item was, grabbed a trolley for me, loaded it and took it to the counter for me. After paying I thanked them for their help and the gent said “I’m not done yet” and took the item to my car and loaded it in. Excellent friendly service - thank you!

Posting this on behalf of the Mother In Law as she doesn't have access to write this. She went into the Brendale Total Tools Today 5/7/22 at roughly 12:30pm, She was sent there by her husband to get a spare part that he needed on site asap, she was the only person available to go down at that time. She walked in and was served by a gentlemen. When told about what she needed and then told they didn't have it in stock and he could get the part in, The mother in law had then told him that they tried an alternative brand and found it didn't work for them. When he was told this threw his arms in the air and said "I've just taken over this place 8 weeks ago, I have 600 earlier email inquiry's, I cant look after yours so quickly I will need your name and email" To which the mother in law stated she was sorry she just needed the part today to get the job rolling. He then stated to her he couldn't look after her as he needed her contact info to get the parts in which is fair The way in which he spoke to her was extremely rude and narcissistic. On her way out he said to her "if you come down off your high horse i can help you" She proceeded to walk out after being spoken to like that she did release the bird to him A complaint will be filed also with head office. I understand parts cant always be in stock and what not but the way you speak to your customers will either win you business or lose you a lot of business. negative interactions are more spoken about and remembered rather than good ones. Check your staff management as i cannot imagine how he is talking to his staff if that is how he is willing to talk to customers. The mother in law went elsewhere and was served with great customer service and was told "don't take it personally he talks to everyone like that" completely not the point My mother in law and her husbands business will no longer be using total tools for any of their needs.

Sent a Milwaukee tool in for service, in which I was told a maximum of a 2 week turn around. 3weeks later, no news/update from staff. Over the following 6 weeks, I’d had to call multiple times once a week, with still no update on the process. 9weeks later, after another few phone calls, the tool was finally ready for collection. Attempted to collect, only to find they’d forgotten the guide piece on the tool- left in offsite workshop. I understand almost all industry’s are busy at current, however a simple phone call or email in regards to the situation would have been enough. Extremely poor management from staff here. If I had known this would’ve been such a process, I would’ve just brought a new tool. Will not be returning to any TotalTool shops, as staff here are nothing but tools. Luckily TradeTools is just down the road. Only place I’ll be visiting from now on.

Horrid experience with the Brendale Store. We purchased item that was not what we wanted so we took it back under their 30 day return policy. Company agreed to a refund. Instead of giving a refund, they took money out AGAIN. So we now have no item and missing $2498.00. Of course they blame our bank. Our statement shows two deductions to the BRENDALE store. Total disaster. Avoid this store. Bank statement's don't lie. ONGOING ISSUE as we try to get our money back.

Thought I would give them another go after a previous bad experience but again they couldnt really be bothered to answer a question or help show me the item I was after when there were 2 people in the whole store. Go somewhere else as everything is too hard for these guys.

Worst customer service. I wouldn’t normally go to the trouble to write a bad review in fact this is a first but definitely warranted. I needed a refund because the product I wanted took longer than the 5-10 business days they guaranteed at time of purchase. I had to source the product elsewhere. This wasn’t the issue. It was the treatment I received when obtaining my refund. Poor customer service. I will not go back ever.

If I could give zero stars, I most definitely would. The absolute worst customer service. Had a female staff member walk past and ignore my daughter and I to ask the men behind us if they needed anything. Spent about 30 minutes in store and was never approached by a single staff member. Ended up spending nearly $500. Will take my money to Bunnings next time

I was just in there to buy 10 new milwaukee skins and was waiting for service that never came. I went to the counter and asked if someone could help me and the man behind the counter said go find Caitlyn she will help you. Every other tool shop I go into the service is amazing and the staff always run to help before you ask. I will never go back into this shop and they will never see any of my money.