Snap-on.com new shipping policy?

[Lassen Forge]

Here's the memo:

Dear Customer,
We regret to inform you that we've had to change our shipping policy. Orders from SO.com will now incur a shipping and handling charge in order to maintain our everyday low prices.

I know, that's why all the kids at school are bypassing HF and buying SO now, because of their "everyday low prices"... Who the heck thought this "sales pitch" up? Someone they hired from Sears??

I wonder if this will affect the SEP shipping as well? I'll have to check on that...

 

[tool_scrounge]

I know, that's why all the kids at school are bypassing HF and buying SO now, because of their "everyday low prices"... Who the heck thought this "sales pitch" up? Someone they hired from Sears??

Sears and Snapon headquarters are only 53 miles apart. So it is possible they hired someone from Sears.

 

[larry_g]

If one looks at the Snap-On tool business in whole I'd bet that the online business is little more than a fart in a windstorm to them. If you look at the industrial and military and other government sales I'm guessing they dwarf the the retail sales. When I was in industry it wasn't uncommon to order up 10 roll cabs full of tools to support a production line.

lg
no neat sig line

 

[dr_clyde]

I can’t imagine they sell enough tools online to really care if sales drop. Far and away the vast majority of their sales are through their dealer network or industrial sales.

I have tens of thousands of dollars in SO tools and not one was purchased online, nor do I know anyone personally who has bought anything from them online.

I’m actually kind of surprised to hear that they had free shipping. Almost no one does these days.

 

[MJK]

A good rule of thumb is that at LEAST 10% of a standard business would be done via the web. With inaccessible dealers and no consumer focus at all, I would bet that number is higher.

I also suspect that via the old SO.com not much was happening there. If the new SO.com captured a decent chunk of that, I suspect a dealer-loyal management saw that and implemented this new shipping policy as a knee jerk reaction. The lip service being that at least 'corporate' is not undercutting dealers, it is the 'grey market' doing it. Of course, the same supply chain is behind it but without closed distribution and/or traceability good luck controlling that. Back to the way it was before = all better and see dealers we do care about you.

So, back to buying on eBay if you want new SO tools at a competitive price.

 

[nelstomlinson]

So, back to buying on eBay if you want new SO tools at a competitive price.

Snap On makes GOOD tools . So do a lot of other manufacturers. Nobody has to buy Snap On.

I think that the other folks who have said that Snap On sees retail as a nuisance, not worth the bother, have it right. Snap On is running off the small retail customers not because they're stupid, but because they want to run off the small retail customers.

 

[WittHay]

I can’t imagine they sell enough tools online to really care if sales drop. Far and away the vast majority of their sales are through their dealer network or industrial sales.

I have tens of thousands of dollars in SO tools and not one was purchased online, nor do I know anyone personally who has bought anything from them online.

I’m actually kind of surprised to hear that they had free shipping. Almost no one does these days.

Gray Tools up here has free shipping over $100cad or $75usd, Under, there ia a flat rate of $15

Both Mac and Snap-on have free shipping. Not many people buy online up here so i dont think a few small shipments between dealer orders matters that much

Snap-on and Gray use Purolater and Mac uses UPS. Probably more efficient than the way Snap-on was using Fedex to deliver vise stickers and thread restorers free of charge

 

[eyeball]

They don’t care much about the professional that is not serviced by a truck or DIYer buying through their website

Direct from their 2018 Annual Report to shareholders:

E-commerce
Snap-on offers current and prospective customers online access to research and purchase products through its public website at www.snapon.com. The site features an online catalog of Snap-on hand tools, power tools, tool storage units and diagnostic equipment available to customers in the United States, the United Kingdom, Canada and Australia. E-commerce and certain other system enhancement initiatives are designed to improve productivity and further leverage the one-on-one relationships and service Snap- on has with its current and prospective customers. Sales through the company’s e-commerce distribution channel were not significant in any of the last three years. (I added the bold for emphasis)

 

[snapmom]

In Accounting, not significant sales would be less than 10 percent.

 

[Davefr]

I’m actually kind of surprised to hear that they had free shipping. Almost no one does these days.

^^^On what planet?

Amazon - Free w/prime or over $35
Zoro - Free after $50, $5 below that
HD/Lowes/Ace HW - Free w/store pickup
Tooltopia - Free >$49
Tekton - Free with online account
Ebay - Increase in Fast and Free listings
SK Tools - Free >$50

I can’t imagine they sell enough tools online to really care if sales drop. Far and away the vast majority of their sales are through their dealer network or industrial sales.

I'm sure it's small, but it's still incremental $'s for them. If they don't care about maximizing profits, they should simply shut down the e-commerce website vs. embarrass themselves with an insane shipping policy.

 

[Wamsutta]

An FHLF80 ratchet is $155.75 on their site. Tax is $13.31. Shipping is $20.95. Does it really cost $20.95 to ship one ratchet?

 

[mrjaw14]

Wamsutta, that’s actually the exact ratchet I went to buy the other day! I was ready to pull the trigger and was so bummed about that . Didn’t buy it. Hoping they adjust the policy

 

[Wamsutta]

I just thought of something. Snap-on in the past used to ship items in way bigger boxes than what was required. Big boxes cost more money to ship. Being that Snap-on doesn't want to keep an inventory of different sized boxes, they'll probably have a flat rate of $20.95 for everything.

 

[dr_clyde]

^^^On what planet?

Amazon - Free w/prime or over $35
Zoro - Free after $50, $5 below that
HD/Lowes/Ace HW - Free w/store pickup
Tooltopia - Free >$49
Tekton - Free with online account
Ebay - Increase in Fast and Free listings
SK Tools - Free >$50



I'm sure it's small, but it's still incremental $'s for them. If they don't care about maximizing profits, they should simply shut down the e-commerce website vs. embarrass themselves with an insane shipping policy.

Free after subscription or after a significant purchase doesn’t really count. Free shipping is used as an incentive to purchase more items. Very seldom is all merchandise simply “free shipping, no strings attached”.

Again, SO doesn’t really give a **** about onesey twosey online sales. An absolute pittance compared to the rest of the company. The real money is in franchise sales and financing.

 

[Ton ton]

I just thought of something. Snap-on in the past used to ship items in way bigger boxes than what was required. Big boxes cost more money to ship. Being that Snap-on doesn't want to keep an inventory of different sized boxes, they'll probably have a flat rate of $20.95 for everything.

I think you are on to something.

 

[pi_guy]

Personally I think it is a plot by Snap On. They wade a bunch of ******* on GJ and other internet sites and the public out cry drives them up in the search ranking.
So it is a PR win win for Snap On.....

 

[plinker]

They don’t care much about the professional that is not serviced by a truck or DIYer buying through their website

Direct from their 2018 Annual Report to shareholders:

E-commerce
Snap-on offers current and prospective customers online access to research and purchase products through its public website at www.snapon.com. The site features an online catalog of Snap-on hand tools, power tools, tool storage units and diagnostic equipment available to customers in the United States, the United Kingdom, Canada and Australia. E-commerce and certain other system enhancement initiatives are designed to improve productivity and further leverage the one-on-one relationships and service Snap- on has with its current and prospective customers. Sales through the company’s e-commerce distribution channel were not significant in any of the last three years. (I added the bold for emphasis)

If they had a website that actually worked worth a darn they may see more online sales. Kinda hard to buy something when the site cant find it and you have the part number for it.

 

[Flash21]

For online sales at snap-on.com;

Does corporate owe a "cut" to local dealers based on the 'ship to' zip code according to the dealer agreement? Or does all the cut that the dealer normally gets go directly to corporate?

The dealer is doing zero work for that sale but if it is sold into their zone, perhaps they get a cut with the expectation they will get approached for service some day?

 

[dnschmidt]

Oh, this is great, I'll get another dividend check for my SNA stock. Gotta love these guys. They're the best.

 

[WittHay]

Actually Snap-on and Mac are good. A US tool manufacturer that sells directly to the public.

Wright, Proto, Williams, Cornwell dont. SK and Gray do. This thread is not about Amazon or Home Depot. Its about a tool manufacturer selling retail and all the costs and problems that go with that

 

[MattT]

For online sales at snap-on.com;

Does corporate owe a "cut" to local dealers based on the 'ship to' zip code according to the dealer agreement? Or does all the cut that the dealer normally gets go directly to corporate?

I've always wondered this; I mean the dealer is doing zero work for that sale but if it is sold into their zone, perhaps they get a cut with the expectation they will get a approached for service some day?

This was posted on here by one of the dealers that used to contribute to the site several years back. If your account is associated with your dealer the cut goes to them. If not the cut goes into a pool that gets split between dealers. He never did say how much the cut was but I doubt it's anywhere near the mark-up they make on truck sales.

And FWIW back when I placed my first online Snap-on order, over dial-up, they emailed asking if I had a dealer and if not offered to set me up with one.

 

[Flash21]

This was posted on here by one of the dealers that used to contribute to the site several years back. If your account is associated with your dealer the cut goes to them. If not the cut goes into a pool that gets split between dealers. He never did say how much the cut was but I doubt it's anywhere near the mark-up they make on truck sales.

And FWIW back when I placed my first online Snap-on order, over dial-up, they emailed asking if I had a dealer and if not offered to set me up with one.

Thanks Matt; Appreciate the info. I figured the cut that the dealer normally gets was going to help fund the free shipping prior.

 

[Skin]

Being that Snap-on doesn't want to keep an inventory of different sized boxes, they'll probably have a flat rate of $20.95 for everything.

Except they're on a cooperate rate since they mass ship. For a ratchet or socket their real cost is probably about $5. Small boxes are also shipped on weight, not size.

I don't blame them for changing the policy so someone cant order an item for $3 that's shipped free, but the new charges are 100% bogus. Its basically just a middle finger to online customers. Who ever okay'd the new pricing is not someone savvy in business. Online sales might be as trivial as 5% but you don't just go and alienate an entire customer base with greedy shipping fees. That's moronic.

^^^On what planet?

Amazon - Free w/prime or over $35
Zoro - Free after $50, $5 below that
HD/Lowes/Ace HW - Free w/store pickup
Tooltopia - Free >$49
Tekton - Free with online account
Ebay - Increase in Fast and Free listings
SK Tools - Free >$50

Just to add

Matco is free over $150 and $9.99 flat below that.

MAC is free on any amount.

 

[FSrepair&fabrication]

It’s just a business strategy.
- they don’t lose money shipping a $5 item
- most people will spend more than actual shipping would cost by buying an additional item to meet the free shipping threshold.
- average total per sale increases, which makes the bean counters and stockholders happy
-$20 is like a penny on the sidewalk to snap on’s target market
-also $500 with free shipping is like finding a quarter on the sidewalk to their target market

 

[PugetDude]

So, let me make sure I understand this correctly.
The average DIY/er can't buy Snapon because (unlike his dog) he can't chase a truck down the street.
SnapOn's website is only marginally functional (unlike most retailers) and isn't really set up for e-commerce
Shipping costs are exorbitant (unlike most other tool suppliers)
They have no bricks and mortar presence for service.
Their business model (as stated in their annual report) is designed to give the average DIYer/online shopper the middle finger.
They make the bulk of their income from (what some would consider predatory) financing. aka a student debt program (not unlike higher education in general)
They've conditioned their fanbase to believe $20.95 is "like a penny on the sidewalk"

Shouldn't we have a dedicated Snapon thread, so the fanboys can communicate with self-satisfied smugness via imperious winks, presumptive nods, and overweening grunts, content in their tribal knowledge that only they truly belong in the magic Snapon kingdom, where a penny on the sidewalk would buy a large set of screwdrivers or small set of combination wrenches elsewhere? Couldn't find a dedicated Snapon forum with a Google search, surely they must have a mms of their own?

 

[dr_clyde]

No one is forcing anyone to buy from SO. Don’t like their prices and policies? Don’t buy their tools. Simple as that.

I frankly don’t buy much of anything from online. I buy almost everything I own from local stores and vendors. Although I do buy from McMaster Carr pretty regular, and guess what? They charge for shipping.

 

[lardy1]

Agree. Never understood the heated banter over any brand name. No company forces me to buy their tools. I do have a choice.

 

[Snap_cap]

If they had a website that actually worked worth a darn they may see more online sales. Kinda hard to buy something when the site cant find it and you have the part number for it.

This is the primary problem with their tepid attempts at e-commerce.


Though Cornwell, MAC, Matco, etc. aren't much better in that regard.

 

[m6z]

So to recap..

Snap-on is the best, so they can charge whatever they want.

Also, $20 to Snap-on fanboys is equivalent to 1 cent.

Sent from my Pixel 4 XL using The Garage Journal mobile app

 

[Wamsutta]

Here's just one example:
$119.99 plus free shipping.

https://www.ebay.com/itm/New-Snap-O...283893&hash=item1f06cdc67b:g:-WsAAOSwl5Vd4Cld

From Snap-on's website:
$155.75
$13.31 Sales Tax
$20.95 Shipping
______________
$190.01

 

[tool_scrounge]

Although I do buy from McMaster Carr pretty regular, and guess what? They charge for shipping.

Yes, but McMaster.com has reasonable shipping rates and ships the same day. Snapon takes 3 days to get around to shipping your parts and now charges $$$ for the privilege.

 

[PugetDude]

No one is forcing anyone to buy from SO. Don’t like their prices and policies? Don’t buy their tools. Simple as that.

Actually, they are going out of their way to make it difficult, if not impossible for the average DIY'er to buy their tools. Is the exclusivity part of the allure?

Maybe it's Bushwood Country Club from Caddyshack, with Ted Knight as Snapon; Rodney Dangerfield as Craftsman, and Bill Murray as Harbor Freight.

 

[mrjaw14]

So to recap..

Snap-on is the best, so they can charge whatever they want.

Also, $20 to Snap-on fanboys is equivalent to 1 cent.

Sent from my Pixel 4 XL using The Garage Journal mobile app

$20 is NOT chump change. Just because people are willing to pay a premium for good American made tools doesn't mean pockets are deep and $20 is insignificant. It means we save for things we want and wasting $20 in shipping is not a good use of scarce resources. As mentioned, loads of other online stores can accommodate smaller orders without price gouging for shipping. it costs no where near $20 to ship most of the things under 200 that people are buying.

The reason people have to finance tools from snap on is because they don't have deep pockets!

 

[Parrothead]

Yes, but McMaster.com has reasonable shipping rates and ships the same day. Snapon takes 3 days to get around to shipping your parts and now charges $$$ for the privilege.

I’ll dispute that.

I just ordered (apparently at the very end of free shipping) a ratchet rebuild kit. Ordered it online at noon and by 3pm (when the mail delivers), it was in my mailbox. That’s 27 hours later. I’m FAR from a Snap-on fan boy but that seems pretty good to me.

That said, with the shipping charges, I’m out.

 

[dr_clyde]

Yes, but McMaster.com has reasonable shipping rates and ships the same day. Snapon takes 3 days to get around to shipping your parts and now charges $$$ for the privilege.

Actually, they are going out of their way to make it difficult, if not impossible for the average DIY'er to buy their tools. Is the exclusivity part of the allure?

Maybe it's Bushwood Country Club from Caddyshack, with Ted Knight as Snapon; Rodney Dangerfield as Craftsman, and Bill Murray as Harbor Freight.

Snap on has never been in the business of catering to DIY. They sell to professionals in the workplace via their trucks and industrial reps. That’s been their business model from day 1.

The online sales to individuals is clearly not a priority for them, and they may very well be attempting to make it a pain to order from them that way.

I know in my business I have to charge enough to make it worth my time to deal with walk ins and small jobs. They are more of a nuisance than profitable. I imagine SO has the same line of thinking.

Again, they are free to do as they please and the market will respond. If they lose enough sales to notice I’d be surprised. If you don’t like it, don’t buy from them.

 

[Parrothead]

$20 is NOT chump change. Just because people are willing to pay a premium for good American made tools doesn't mean pockets are deep and $20 is insignificant. It means we save for things we want and wasting $20 in shipping is not a good use of scarce resources. As mentioned, loads of other online stores can accommodate smaller orders without price gouging for shipping. it costs no where near $20 to ship most of the things under 200 that people are buying.

The reason people have to finance tools from snap on is because they don't have deep pockets!

Yep, I can have a Tekton ratchet delivered to my door in 48 hours for $21...so shipping is $20, and the ratchet is $1???

I’ve got to be honest, I’m not sure I understand their shipping policy or what it is supposed to accomplish. I can speak from an area of professional knowledge. People hate paying for shipping and “fees”

 

[tool_scrounge]

I’ll dispute that.

I just ordered (apparently at the very end of free shipping) a ratchet rebuild kit. Ordered it online at noon and by 3pm (when the mail delivers), it was in my mailbox. That’s 27 hours later. I’m FAR from a Snap-on fan boy but that seems pretty good to me.

That said, with the shipping charges, I’m out.

Well you are having better luck than me. Over the last year I ordered four orders of non-warranty tool box replacement parts . All orders took a long time to ship. I wonder if they prioritize some orders over others? Or do certain low volume parts take longer to pull due to offsite location? I am happy that Snap-On still stocks parts, but shipping them quickly has not been my experience.

 

[Lassen Forge]

Just a fast update - I was playing around in my SEP account, and it looks like we students still get the free shipping. And I kid you not, for what we spend on their stuff (even at around half price) every $20 saved is worth it.

 

[Downwindtracker 2]

I soon learned with online shopping to check the S&H charge.

 

[Davefr]

Snap on has never been in the business of catering to DIY. They sell to professionals in the workplace via their trucks and industrial reps. That’s been their business model from day 1.

The online sales to individuals is clearly not a priority for them, and they may very well be attempting to make it a pain to order from them that way.

If they don't want to be bothered with online sales then they should just kill the website and kiss the incremental sales goodbye. They've been struggling with their stupid website for years and it's still terrible. Little Tekton is an example on how to do a website/e-commerce the right way.

Either execute e-commerce in a professional manner including the shipping policy or throw in the towel and rely on "feet on the street" for your sales.