Total Tools Preston

Reviews of Total Tools Preston

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  Joshua Ratcliffe Added December 22, 2023

  ★ ★ ★ ★ ★
  Great staff, they know their stuff and are always good blokes
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  Josh Crawford Added December 11, 2023

  ★ ☆ ☆ ☆ ☆
  Sent a tool component back for warranty repair.
  
  "It'll probably be a few weeks."
  
  Went in two months later looking for an update. They said they'd ring me first thing the next day, after they get in touch with whoever had the component. No call.
  
  Repeated that exact same process again nearly two months later. 4 months have now passed for less than an hour's worth of repairs. Still no call.
  
  Contacted corporate to demand a replacement. Store took over a week to respond to corporate; only responding to them after I sent a second email. So far still refusing replacement - just now, after 7 months, trying to source the replacement wing-nut from a neighbouring store.
  
  I'm genuinely impressed with how absolutely awful this store has been to deal with. They're not even apologetic about their service.
  
  It's also worth noting that the faulty tool in question was less than three months old when I returned it. Replacement and refund both refused outright by staff. I'd be curious to know if the ACCC would consider an unsuable component as grounds for me to demand a replacement or refund - their website sure reads like they would.
  
  Update:
  After sending a dozen emails and threatening action through the ACCC, they sent a replacement. 8+ months later.
  
  The store coincidentally got stock and posted it the same day I threatened legal action.
  
  No apology or credit was issued for all the hassle either.
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  kia V Added December 08, 2023

  ★ ★ ★ ★ ★
  Was at the store on insiders night, Freddie helped me with everything I needed. He is 10/10. Best customer service I've ever gotten. Thank you Freddie. I will be back but only if you do the sale.
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  Chen C Added November 30, 2023

  ★ ☆ ☆ ☆ ☆
  My recent visit to this store left much to be desired. Unfortunately, I found the staff to be rather rude and lacking in effective communication skills. When I asked about the possibility of a discount for a display unit, the response I received was a blunt 'definitely not!' When I asked for an explanation, I was informed that the item was already on a special promotion.
  
  I then mentioned that the display unit appeared quite dusty, which prompted the staff member to respond with a less-than-pleasant expression, stating that if I didn't want it, they would take it back.
  
  Overall, this encounter left a negative impression on me, and I will likely make an effort to avoid this store in the future. I would not recommend it to others due to the unsatisfactory customer service.
  
  My advice to the store manager is that if your staff is having a bad day, it may be better to allow them to take a day off rather than using customers as a punching bag.
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  A Added November 27, 2023

  ★ ★ ★ ★ ★
  Top notch customer service, massive range. Just go to the front desk if you need help finding what you need in the 1 billion products.
  The fella serving took the time to show us where everything was, and found some bits out the back that weren't on the shelf.
  Ignore Bunnings, go here

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