Snap On Optics

Dear Revdex.com,Thank You for you assistance in helping resolve the customer's complaint. I am always willing to accommodate any customer's reasonable request. However, I believe [redacted]h's demands violates the terms of the purchase agreement and should not be accomidated. I refunded the customer the...

full amount($399) minus $20 shipping cost. The customer agreed at the time of purchase that shipping costs will not be refunded. The customer signed the purchase order acknowledging that he agrees to the terms. The purchase agreement does not mention in any way that Snap On Optics LLC will pay for return shipping. At the time of purchase, the customer was informed the product may not fit his application. The customer made the purchase knowing the risks.  The details of the 45 days trailwas discuses in-case the customer wanted to return the product. Our discussion included $20 non-refundable shipping cost. (The shipping cost is non-refundeable because the shipping service has already been rendered.) Thecustomer signed the order form indicating he agrees with the terms of the 45days trial. A copy of the purchase order with the customer's signature and 45day's trail policy is included in the attachment section of this letter. Thecustomer also received an identical copy.When Mr. [redacted]h received his product, he called me and said it did not fit.He then sent me a pinky-sized part of an adapter to see if I could make something that connects with the part he sent. After careful examination, Idetermined it was impossible. I informed Mr. [redacted]h of my findings and discuse his options. He decided he wants a refund so I sent him a refund checkminus the $20 shipping cost. In the same padded envelope, I also included thepinky sized adapter Mr. [redacted] previously sent to me. (A copy of the refundcheck is also included in the attachment section of this letter.) Mr [redacted]h later states that he received the refund check but not the pinky-sized part. I informed him that I am certain it was sent withhis refund check else I would not have used a padded envelope. Sometimes smallobjects get lost in the mail. It is a risk we accept when of sending packages. It is unreasonable for Mr. [redacted] to hold me liable for a part which he chose to send. Contradictory to the customer’s complaint letter. I did not promise to compensate the customer for any shipping cost or be held accountable for actions of the postal service that results in the lost of the adaptor-partmentioned.The customer’s refund was delayed because he did not include the original receipt or a copy in his return shipment. This was a requirementfor a refund was stated  the purchase agreement.However, I still gave the customer a refund to preserve our relationship.I acted fairly and fulfilled the terms of the purchase agreement. I gave the customer a refund according to the terms of the purchaseagreement which bares his signature. Sincerely[redacted]Snap On Optics Manager

I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In response to Mr. [redacted] recent letter. I am in agreement with him that he had failed to meet his end of the contract in which he promised to provide me with a pair of lights that would fit my frame.At the time of purchase, I had tried the light and was satisfied by how it worked. My only concern at the time was if they would fit on my frames, for which Mr [redacted] reassured me he could find an adapter or work something out. As per the contract it clearly states it is the responsibility of the buyer to provide adequate information regarding the loupes. Not only did I provide adequate information about the make and kind of my frame but I also provided the actual adapter, which I sent upon HIS request. I sent it by courier service, with the light/battery pack all in the same case. As Mr [redacted] would know these adapters are small and can be relatively expensive especially when they are made of titanium like mine. He never told me that I should send it at my own risk. Basically, what he is saying is that, already I have a product worth several hundred dollars that I could not use,  I should now send in my adapter that costs $40- $50 with the possibility of it getting lost and again with no guarantee that he could customize a fit and accept that responsibility? I believe that if Mr [redacted] doubted that he could fulfil his agreement he should not have asked for my adapter and I could have just sent his product back. Unfortunately, when Mr. [redacted] was no longer able to fulfil his end of the deal the logical thing for me to do was to ask for a full refund. When I met Mr. [redacted] in [redacted] he was very confident and reassured me about his product. He gave me a verbal promise that in the event that he could not get the light to fit on my frames he would refund me what I had paid plus the cost of shipping it back from [redacted]. Otherwise, there were several others selling a similar product at the convention and I was under no obligation to accept the risk of losing money. At the time I did not foresee that a problem would arise and I honored the word he gave me. It is easy in retrospect to say that I should have had everything in writing. On a separate note, I purchased the product from him at the convention, and walked away with it (please refer to the invoice HE attached). The product was never shipped to me so I do not understand why he would deduct $20 for shipping and handling for a product he never shipped.Regards,[redacted]

Review: I bought a light source for my surgical loupes from this company at a renowned conference in [redacted], under the premise that if they were not compatible with my frame I would receive a full refund risk free. The owner EVEN promised to pay for full shipping costs, given that I am currently residing in [redacted]. The light source was not compatible. Upon his request, with courier service I sent my own adapter that came with my frame so that he could try to customize an adapter that would fit., along with the light source and battery as one of the battery packs was defective. After, significant delays (2months) and after having to contact him several times he had mentioned to me that he could not make one for my frame and suggested that I send my loupes to see what he could do. At that point, I mentioned to him that I can not do so and asked him to kindly send back my adapter and refund my money as he had initially promised. After significant delay, 3months later, and after having to call several times I received a cheque that was $20 less than what I had paid for, did not include my shipping costs as promised to me at the convention and WITHOUT my ADAPTER. Now the individual has refused to keep his promise is refusing to reimburse me for my adapter and shipping costs.

Furthermore, because the cheque sent was not certified my bank placed a 3week hold. Truly it feels like I am pulling teeth!! The only reason I fell for this deal was a false guarantee of full reimbursement !!

Another thing I don't understand, when I asked to be reimbursed by the same method of payment i.e credit card the individual mentioned he could no longer do soDesired Settlement: Refund by certified check,

Full refund of cost remaining $20

reimbursement of shipping costs $60 as promised

Reimburse for lost adapter $45 or send me an original replacement

Business

Response:

Dear Revdex.com,Thank You for you assistance in helping resolve the customer's complaint. I am always willing to accommodate any customer's reasonable request. However, I believe [redacted]h's demands violates the terms of the purchase agreement and should not be accomidated. I refunded the customer the full amount($399) minus $20 shipping cost. The customer agreed at the time of purchase that shipping costs will not be refunded. The customer signed the purchase order acknowledging that he agrees to the terms. The purchase agreement does not mention in any way that Snap On Optics LLC will pay for return shipping. At the time of purchase, the customer was informed the product may not fit his application. The customer made the purchase knowing the risks. The details of the 45 days trailwas discuses in-case the customer wanted to return the product. Our discussion included $20 non-refundable shipping cost. (The shipping cost is non-refundeable because the shipping service has already been rendered.) Thecustomer signed the order form indicating he agrees with the terms of the 45days trial. A copy of the purchase order with the customer's signature and 45day's trail policy is included in the attachment section of this letter. Thecustomer also received an identical copy.When Mr. [redacted]h received his product, he called me and said it did not fit.He then sent me a pinky-sized part of an adapter to see if I could make something that connects with the part he sent. After careful examination, Idetermined it was impossible. I informed Mr. [redacted]h of my findings and discuse his options. He decided he wants a refund so I sent him a refund checkminus the $20 shipping cost. In the same padded envelope, I also included thepinky sized adapter Mr. [redacted] previously sent to me. (A copy of the refundcheck is also included in the attachment section of this letter.) Mr [redacted]h later states that he received the refund check but not the pinky-sized part. I informed him that I am certain it was sent withhis refund check else I would not have used a padded envelope. Sometimes smallobjects get lost in the mail. It is a risk we accept when of sending packages. It is unreasonable for Mr. [redacted] to hold me liable for a part which he chose to send. Contradictory to the customer’s complaint letter. I did not promise to compensate the customer for any shipping cost or be held accountable for actions of the postal service that results in the lost of the adaptor-partmentioned.The customer’s refund was delayed because he did not include the original receipt or a copy in his return shipment. This was a requirementfor a refund was stated the purchase agreement.However, I still gave the customer a refund to preserve our relationship.I acted fairly and fulfilled the terms of the purchase agreement. I gave the customer a refund according to the terms of the purchaseagreement which bares his signature. Sincerely[redacted]Snap On Optics Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.In response to Mr. [redacted] recent letter. I am in agreement with him that he had failed to meet his end of the contract in which he promised to provide me with a pair of lights that would fit my frame.At the time of purchase, I had tried the light and was satisfied by how it worked. My only concern at the time was if they would fit on my frames, for which Mr [redacted] reassured me he could find an adapter or work something out. As per the contract it clearly states it is the responsibility of the buyer to provide adequate information regarding the loupes. Not only did I provide adequate information about the make and kind of my frame but I also provided the actual adapter, which I sent upon HIS request. I sent it by courier service, with the light/battery pack all in the same case. As Mr [redacted] would know these adapters are small and can be relatively expensive especially when they are made of titanium like mine. He never told me that I should send it at my own risk. Basically, what he is saying is that, already I have a product worth several hundred dollars that I could not use, I should now send in my adapter that costs $40- $50 with the possibility of it getting lost and again with no guarantee that he could customize a fit and accept that responsibility? I believe that if Mr [redacted] doubted that he could fulfil his agreement he should not have asked for my adapter and I could have just sent his product back. Unfortunately, when Mr. [redacted] was no longer able to fulfil his end of the deal the logical thing for me to do was to ask for a full refund. When I met Mr. [redacted] in [redacted] he was very confident and reassured me about his product. He gave me a verbal promise that in the event that he could not get the light to fit on my frames he would refund me what I had paid plus the cost of shipping it back from [redacted]. Otherwise, there were several others selling a similar product at the convention and I was under no obligation to accept the risk of losing money. At the time I did not foresee that a problem would arise and I honored the word he gave me. It is easy in retrospect to say that I should have had everything in writing. On a separate note, I purchased the product from him at the convention, and walked away with it (please refer to the invoice HE attached). The product was never shipped to me so I do not understand why he would deduct $20 for shipping and handling for a product he never shipped.Regards,[redacted]

Stands by their product! After a full year of using my loupes, one of the optics kept coming loose. (Flip up style). Snap on replaced my loupes with in lense style, for no charge! Great company!

Great customer service and awesome product that stands by its quality. More focused on quality than quantity.

Any person looking for dental loupes, please look elsewhere! Snap on optics has to be the most unprofessional company I've dealt with. The owner, [redacted], lies to you, their product is sub-standard and they don't stand behind their products like other companies do. You will be told what they think you want to hear and then they will proceed to do what they want, regardless... My loupes haven't been right since I purchased them, the battery design was inferior so they changed it, however they charge you for another battery, their light does not stay properly affixed to the glasses, another design they had to change, and they will PROMISE you fast turn-around on your product, HA! My loupes have been there 1 week yet I was promised if I [redacted] them mine on a Thursday then they would turn my repair around in one day and [redacted] them back so I wouldn't be without them at work...Big lie there! After calling at the end of their work day on a Friday I was told that they would overnight them...the next day I get an email from stamps.com...you figured it right...snail mail! One lie after another, not good for business! I will make it my priority to find all web sites pertaining to SnapOn Optics and leave valuable feedback. I have been a dental hygienist for 31 years, will let the dental community know also.