Company Details

I recently ordered a water timer, but not a confirmation notice and was unsure if it had been completed. Customer Service Rep quickly resolved my problem and provided me a confirmation notice. He was courteous, knowledgeable, patient & very helpful. It was a pleasant experience.

What went wrong? It took way too long to prosecute a return. Here's my story: Well, ... I have reached the end of the road with Snow Joe/Sun Joe. My dissatisfaction has more to do with their new customer service back office process than with their products. I have usually questioned reviewers who indicate that they are DONE with a manufacturer due, in large part, to a failed customer service experience. BUT now I do. I purchased a cordless pole saw that failed under extreme conditions. I was seeking to repair or replace it. I learned that neither option was available since it was on back order. Therefore, I requested a refund. I am not sure that I want to restate or relive my six-week odyssey since I could never outdo Homer. But like Odysseus, I had to speak with many representatives as I navigated my way to a refund. It appears that Snow Joe/Sun Joe has "farmed" out their back office to some location that is far, far away. In the "before times," when I called to report an issue it seemed as though the person on the phone was somewhere in the warehouse where the products were located and they each had an intimate awareness of each item and their related powers. The "new" folks are kind and attempt to be helpful; however, they have no product awareness. They also seem to be paid in relation to how much they can reduce the outlay of refunds and are prompted to make life difficult in terms of receiving compensation for a returned product. It took extreme perseverance for me to receive compensation -- and at times it felt like I had been wandering for 10 years. I will keep my existing Snow Joe/Sun Joe items but I will not replace my collection of batteries and tools and will just set them by the curb when they reach the end of their lifespans or usefulness. So, my loyalty to Snow Joe/Sun Joe has ended.

Sent me a whole new machine. Took a bit of time and faffing around, but we dod get there and the warranty was well honored. Whoever at SnowJoe is reading tbis ticket, please look at the time it took to send me a new unit. But overall I am a happy customer.

The representative Marvin Seva was great to work with (professional, respectful and understanding). He was able to quickly process a warranty claim. I am very happy with him for being efficient.

Good customer service Took some time to get the information correctly due language accent. Spoke the CHA

The gentleman I spoke to was kind informative and made me feel like family Very helpful Alaxander Viajedor

This is the second time we’ve submitted information for a hose replacement. We included pictures and our receipt and have not received a hose replacement. I’m not even sure if we want a hose replacement. This thing broke twice and all we do is use it from our kitchen sink to our patio once a week. If we could get a refund that would be more satisfactory because While I was taking pictures of the leak last time, another one started inside the house and flooded living room has been ongoing for a few weeks now it would be great if you could just resolve the situation

Truely stand behind their products!

Alex is an amazing agent for the company and very helpful! He solved my problem quickly!

Jane Ordesta was helpful

I received kind and polite interactions, but still have not received the battery that I originally requested

I appreciate the follow-up (several emails on the ongoing issued I was having). I did not feel you dropped the issue.

Michelle Estrera was extremely friendly. knowledgeable and helpful

The phone response was very helpful. Trying to get resolution through the e-mail help was terrible. 4 times I responded to e-mails with all the information and got no satifaction.

Help me with my issue in a polite, professional and timely manner. Thank you!

I was initially having trouble trying to register an item I purchased. Then Shaina Guisando popped into the chat and took over like a pro getting me on track. Actually I was surprised and thankful. Usually companies drop the ball with customer service. Snow Joe is a gift and I want everything to go smoothly. I gave all the info that was needed to be registered.

I purchased a Snow Joe snow thrower in 2020 to replace a 7 year old existing Snow Joe unit that had served me well. My unit worked well until 3 years from the day I purchased it. I started pushing it down my drive for the first snowfall in 2023 and the righthand armature snapped cleanly in half, leaving me with a functional but unusable device. I reported it, and Christine at Snow Joe took my chat and walked me through the steps to make a warranty claim. I knew the warranty was 2 years max, and I had exceeded that by 1 year, but I wanted to see if they would offer support or input on how to fix my unit. Because of the nature of the break, an irreplaceable component would have been required. I was out of warranty but they offered support anyway. My trust in Snow Joe was well-placed, and my experience with Christine (and the automated chat bot that connected me to her) was exceptional. Thank you!

Immediate results to my satisfaction. Excellent customer service representative Michelle Estrera. She was courteous, knowledgeable and efficient. Great customer service overall. Snow Joe makes an excellent product for the most part. I just had a “jacketed” hose that failed after 90 days and was offered a replacement. Much appreciated.

Wonderful customer service. 18 months old electric lawn mower suddenly stopped working. After initial troubleshooting by CSR, agent decided to replace faulty mower with brand new mower.

Shipped a returned product with missing battery and broken LCD screen in a taped up box. Customer service is not too bad, but they would not cross ship replacement despite its their screwup, and I have to ship this return first before they can send replacement needing me drive several miles to UPS right away if I want to have the order I paid for. I guess ordering online and getting delivered right product is taboo with Snowjoe I guess. Gave an additional star for good rep despite she is tied by company policy. 12/05/2023: Update: It gotten bad to worse. Customer rep promised me then they will ship the product as soon as I dropped the return at the UPS, and will not wait to ship the replacement. I did shipped the product back, but did not get any notification about replacement for couple of days. I called again, and I was told replacement was shipped and tracking was provided. I shows it is delivered. Surprise, surprise it is my return tracking number they provided which they received and marked. Another shocking surprise, they did not ship anything at all, and they do not even have the item stock. What a joke. They told me its shipped, gave the wrong tracking numbers for item that is not shipped, not even in stock and neither notified me its out of stock. This BS is more than I can deal with. I asked to cancel the order and refund my money ( Ticket 2600671). Waste of several hours of precious time, starting from shipping the returned product with missing parts, several times I had to call even to get this info and in the end nothing to show for. Seriously, I believe most of the positive reviews are fake here. Mistakes can happen, but the company characters shows based on how they handle the mistakes/error. This company does not even deserve a single star. Hope atleast the would not screw up the refund. 12/11/2023: I was wondering if there is a way to assign negative star. Despite I was told they will process refund a week ago nothing has been done. I called again and spent 20 mins. They claim ticket has been opened but accounting has not processed return? So 3 weeks took the money, wasted 8 hours of my time, hassle, how is this acceptable, even legal. Now I do believe all these glowing reviews are bought/fake. There is no way these are true.