Snap on sent wrong tool :(

[mrjaw14]

I ordered a 1/4" drive hex bit universal joint and got a regular u joint. Called customer service and supposedly they're sending the right thing, but they asked for credit card again so I "bought" the right thing and they'll refund the one I'm sending back.

Huge hassle for such a small but expensive item. Hopefully they won't screw it up again and will actually credit me for the wrong item they sent. If they send the right thing I could just keep both items since I paid again and not risk them not processing the return right and not crediting my card back.

Not used to this from snap on.

 

[4xdog]

Are you paying shipping back, too?

I've found Snap-On mail order to be frustrating enough for me to start looking for a truck's schedule at one of the shops nearby.

 

[mrjaw14]

I asked and they are supposed to be sending a return label via email...in "24-48 hours"! I'd have been really pissed if they asked me to pay shipping back.

Tool truck might be easier, but I wanted to order direct so there was record of the purchase for warranty since I don't buy a lot and pay cash

 

[Harrison2]

id keep the regular u j for your inconvenience, or until they asked for it back.

 

[CWP1616L]

Part numbers: which one did you want and which one did they send you? We need part numbers.

 

[mrjaw14]

I can't keep it, they charged my credit card for the one they are sending me, so I've now paid for 2 items. They said they'd credit me back one of them when I sent it back.

I ordered a tmubs8 I got a tmu8b

 

[BillK]

Tool truck might be easier, but I wanted to order direct so there was record of the purchase for warranty since I don't buy a lot and pay cash

My guy gives me a receipt, any reputable Snap On dealer should do the same. ???? And I really do not buy much at all, I don't go through tools like the regular repair shops do.

 

[Hiball]

I can't keep it, they charged my credit card for the one they are sending me, so I've now paid for 2 items. They said they'd credit me back one of them when I sent it back.

I ordered a tmubs8 I got a tmu8b

I think I would have stood my ground in regards to allowing them to charge you for "both" the correct and incorrect tool. I surprised they just didn't tell you to keep the universal.

 

[white91formula]

I bought a set of green picks/screwdrivers not that long ago and they sent me orange by accident ....

I got on the phone and they emailed me the return label and sent the green ones out. got them 2 days later and they never charged me for the orange ones.

Simply mailed them back and that was that.

 

[mrjaw14]

Is this a normal experience ordering from snap on?

 

[Tawn]

I order online about once a month. Nothing huge..individual wrenches, mini-pick set, various pliers, ect...

Haven't had a problem. Quick service and free shipping.

 

[CWP1616L]

I ordered a tmubs8 I got a tmu8b

Holy smokes!! No frickin wonder!! Those part numbers are almost the same!! I can see how the guy pulling the orders could have easily made that mistake...

 

[redwrench60]

Is this a normal experience ordering from snap on?

It's a normal experience when dealing with humans. We make mistakes. Sounds like they made one. Now if they make a habit of it......

 

[mailpup]

When I had a regular Snap-on dealer, I would visit him at his house while he unpacked his nearly daily tool shipment via UPS. Snap-on would sometimes send him a wrong item which usually upset him because it meant a customer would have to wait longer for a tool. I went to his house because I was a shadetree mechanic and did not work at shop.

 

[platform389]

Never a problem here. First time they sent two extensions when I ordered one. CS sent a prepaid UPS label to ship back.

Second time my 1/4" pull handle lost the retaining ball. They sent the local dealer with a replacement to my address!

Third time someone at UPS decided to open the package and steal the tools inside. They sent replacements overnight! UPS on the other hand was a big problem. Multiple phone calls from them regarding the claim SO submitted for the theft. Even had to send the packaging to UPS for examination.

 

[CWP1616L]

Even had to send the packaging to UPS for examination.

You mean after they stole the tools, they sent you the empty package?

 

[mrjaw14]

I know people make mistakes, and I'm forgiving of that. I'm just hoping they don't make the same mistake twice and send another regular universal. Seems dumb that the part #s are so close that its a problem like this, or that the item description is a one word description that can describe anything from a u-joint, to a u-joint socket. It'd have been cool if they said to keep the one I was sent and they make sure to send the right one out for the trouble and me having to wait longer for my tool.

There is also the fact they charge a premium for their stuff for the service they provide, be it a truck that comes to you, or one would think just taking the time to double check an online order. Because of that, now there's two charges on my credit card. The little demon on my shoulder is saying "what if they don't refund your money when you send the other item back because it's not the item that's on the packing slip" since they effectively made two orders and I'm "returning" one of them. Hopefully things are smooth from here. I'll let you guys know

 

[fatfillup]

I doubt you will have a problem with SO trying to keep your money. I will say it is odd they wanted a cc number for the second item.

As far as getting the correct item this time,,,,,,,,,,,,,,,well a mistake could be made again. Just hope the order picker gets it right.

I have ordered a few times and have had no problems.


And as others have said, we all make mistakes. Its not the fact that there was a problem, its how the problem is handled that will leave an impression,,,,,,,,either good or bad.

 

[CWP1616L]

TMUBS8 and TMU8B sure looks the same to me if it was early in the morning and I didn't get much sleep. I don't think they should fire the guy.

 

[mrjaw14]

oh I don't want anyone fired either, just wished they handled it a bit differently

 

[platform389]

You mean after they stole the tools, they sent you the empty package?

Yes. UPS called it "rifling" the package. They sent the driver by to pick up the remains for whatever purpose.