Thread: Never again

They don't do themselves any favours do they. I've only been in to Total Tools here about twice in the past 10 years due to a poor customer service experience, although I must admit that the person I've dealt with on both those occasions was excellent. Other than some of the basic consumables I find it just as easy to order online these days.

Now that's saying something, suggesting Bunnings customer service would have been better than a specialty tool shop

It's a shame their communication was not better. A lot of business are struggling and some use covid as an excuse for their sloppy service.

What is really noticeable to me, is that, those business that were excellent before covid, mostly continue to provide an excellent service.

Hopefully things will improve soon!

Originally Posted by crowie

Now that's saying something, suggesting Bunnings customer service would have been better than a specialty tool shop

Not saying Bunnings customer service was any better it’s just that I rang Bunnings as part of my ring around and they had it in stock st the same price. It would have meant an hour and a half round trip so the option of getting it delivered next day while I got on with the belt sander was why I chose Total Tools.

As I go back to work next week, I was hoping to finish sanding the front veranda and get it coated this week.

Which ROS do you end up buying?

Makita BO6030 150mm. I don’t use a ROS much so no need to spend a fortune and all my Makita gear has been very reliable.

My experience with Total Tools in Melbourne is a bit different.
Order 1 placed on Sunday 19 Sept. Arrived Wednesday 22 Sept.
Order 2 placed on Monday 27 Sept, dispatched Wednesday 29 Sept and arrived the same day.
While there are two stores close to me, both within a short walk of a Bunning's, the one I normally go to has friendly and helpful staff.

I ordered something from Lee Valley in the US on the 27th Sept and it arrived today. It's much further than where total tools were sending it.

Same experience I'm afraid... Bought a belt sander and waited 3 weeks. Should'a gone to Bunnings...

Brookvale would have been a better option, all the big mobs are there, including Northern Abrasives, which is probably the best tool store in Sydney.

Originally Posted by riverbuilder

Brookvale would have been a better option, all the big mobs are there, including Northern Abrasives, which is probably the best tool store in Sydney.

Total Tools in Canberra is excellent. I tell them so every time I'm there. Being female it is still difficult in some stores to be taken seriously when browsing and purchasing tools and the like.

When I go I usually have a list and as soon as I ask for assistance to find something I don't just get a response over the counter but they whip around and help me locate all the items in the store and offer advice when I request it or get someone else who may be able to assist. I always feel very welcome.

They don't keep Sawstop or Kreg gear instore but ordered it in for me with all the extra bits and pieces I wanted and assisted with loading the car.

Jane

Sadly, there are multiple issues at play here, on one part you've got the poor communication/service offered by Total tools the other is the business model.

I completely understand how the business model can let down the consumer as all stores these days rely on a distribution network, so the staff member who told you you'll get it next day delivery could very well have been correct for a good proportion of orders providing all the ducks have aligned. Ie warehouse has stock, picking/packing happens in timely manner, courier picks it up on time etc.

However, what i don't understand is the complete lack of communication and customer service offered by many places. for eg i honestly can't recall a time when i called a shop/service provider, being promised to be called back and never receive a call back in the time they tell you they'll get back to you. On the same thought, I'd imagine all your woes would have been reversed, if after you placed the order and assuming next day delivery is "normal" a quick email/phone call saying your order would not be arriving would you like a refund. Would have completely mitigated your frustrations. It doesn't take much to lose a customer for life, but at the same time it doesn't take much to keep a customer for life. Somehow businesses have forgotten this over the years.

Originally Posted by riverbuilder

Brookvale would have been a better option, all the big mobs are there, including Northern Abrasives, which is probably the best tool store in Sydney.

When I did a search for the sander, no Brookvale businesses came up and even jf they did, would they have been able deliver next dsy?? Guess I’ll never know. I couldn’t drive there as it’s out of my LGA.
The point is I ideally needed it next day.