Clifford C.
The worst tool buying experience
I bought a pair of cutters from Snap-on in December 2020. They arrived with a manufacturing defect to the tip of the cutters which was very obvious if anybody had checked the tool, clearly was no quality control on the product I received. I phoned the customer care centre to arrange a return and refund. I was told they would email me a web returns form within the hour. Three hours later....nothing. Phoned them back and got the returns form sent to me. Filled out the form and sent the tool back for a refund after having to pay the return postage as they do not supply a pre-paid returns label like most other companies. Seven weeks later, no refund and no communication from Snap-on. Made another phone call to the customer care centre who told me they would check up on this and ring me back within the hour. Surprisingly, 24 hours later, not a peep from Snap-on. Back on the phone to them and was told they will sort this out and definitely get back to me within the hour. I was quite taken aback when the phone rang 30 minutes later displaying Snap-on tools as the caller!! I was told the matter was being sorted out and the money would be refunded to my account. Two days later I received a refund of £61.02 to my account, unfortunately the tool cost £68.82 and the return postage had cost me £3.60. So, if you want to be messed around for seven weeks, spend 30 minutes of your time having to make phone calls and pay £11.20 for the privilege, Snap-on are the people to deal with.