machine mart refunds/exchanges???

londonTiger

Hi

I just wanted to know what people's experiences with machine mart is. I've recently started buying a lot of power tools from them and now I'm questioning whether it's worth buying from them any more.

I had the trip switch activated on my compressor (at the time I didn't know what a trip switch was, it basically cuts the power off to the motor when there is a surge).

I thought the compressor just failed and took it in store to get an exchange/repair done on it. They basically told me they'll send it to clarke and it's a 3 week wait to get the repair. The sales clerk basically explained the same thing to me in 3 different ways, basically trying to get me to go to clarke service centre and not leave the tool with them. Then another sales clerk came up, interjected and recommended that I take it to clarke and not leave it with them.

It like they were trying to put pressure on me to send the problem over to clarke and not deal with them. I read the warranty leaflet and clarke documentation suggests that I take it to the retailer.

Then the manager pops out of his office (must've heard everything through his CCTV and asks the clerk to try and reset the trip switch and that works).

Ok I was in the wrong for not reading the instruction manual fully and learn about trip switch.. so dont have a dig at me there.

But I got the feeling from this experience that if you had a genuine fault with the device - they're not interested in this and will pass the buck on you.

Additionally I bought a dolly from them which was too small and wanted to exchange it for a big item. Before even bothering to take it back I had a look at their terms of sale and saw how averse they were to returns. They wont even take back unopened items if the buyer changes their minds.

To their credit their employees are generally sound and they know everything about their product range. They can be a little bit overbearing at times (like you get with commission salesmen), they like to upsell stuff and close sales.

With large bulky tools I like to take my time and ensure it's the right item for me (espeically given the archaic returns policy). But whenever I step into the shop I get the feeling that they want you to lead you to a product fast and haul the item to the shop counter and close the sale fast.

benson1980

I've stopped using them for this exact reason. When I went to return something that they advised would do a certain job, and it didn't, I returned it to them in as new condition naively thinking a refund wouldn't be an issue not knowing their refund policy. What really annoyed me were they were so smug and pleased with themselves that they didn't have to, and basically told me the only thing they could do was send it off for testing and if found to be faulty I might get a credit note. I've never used them again, especially when there are so many places to buy tools etc that I need that don't have their backwards returns policies.

srm1

I have always found Machine Mart a good shop to deal with, no requirements to return anything to them.

onomatopoeia99

I've not used them in years, but always found them good to deal with in the past. The staff knew their stock and were helpful.

Guess I was lucky as I've never had to return anything though.

ga7

I wont be buying from them again. They charged a 10% re-stocking fee, for something I bought just the day before on the assurance that the item is suitable for my purpose. It was not. I returned the goods in the same condition, unmarked, undamaged and complete; only having opened the package to try it out. These days there are so many suppliers, who accept returns without charging a re-stocking fee. And you can get the same items in ebay, cheaper, and no problems returning them if they do not suit the purpose. This is the Colchester Machine Mart. May be the other are different ? I doubt it though.

FreeBear

I've found that there are many other places to buy budget tools from for a lower price (Tool Station being one). The quality of much of the Machinemart stuff leaves a lot to be desired as does the advice of some of their staff.

phil24_7

I steer clear of MM for a multitude of reasons. If I was completely in the s**t then I may use them but there are cheaper places, selling the same quality stuff, with much better customer service.

ed_scutt

I won't be buying from them again. I bought a professional own label sds drill from them that died with a pop (literally). As under warranty they were helpful about sending out a replacement but I didn't get round to using it as was my spare by then and when I did it died almost immediately with light use. Then when I contacted them ( some months later thinking it had a 2 year warranty) they were straight in with the limp excuse the warranty ran for 12 months from original purchase date (and they had no record of when they sent a replacement) . the fact I had a second faulty drill was of no interest nor that I'm a professional builder and expect more from an expensive 'professional drill'. Disappointed by the 'got your money and don't care now approach'

road2manchester

many years ago I worked for them. MM is owned by John Clarke who is of course Clarke. back in the day MM was just a seller of small items imported by Clarkes, but as the company grew John Clarke was more and mre involved until the company took over the then 20 branches. There is a warehouse calle Unit 2000 where ALL the returns go. As for replacement and repair, you have your rights as with any prooduct, but when I worked there, we would try and sell the customers what they really needed not what they thought they wanted. Budget is always the main criteria but the best and worst statement used by customers was 'Unfit for purpose' .....

PS anything with the CLARKE name on is a cheap copy . anything that is a know brand is not always cheaper there.

MrEman1970

NEVER buy from machine mart....I have a similar issue with faulty products.having to be returned for the engineers to test. Makes me so angry. Everywhere else issues a refund first, and keeps customer happy. Wish I knew this before I bought anything from them. They will never have my business again, and If your smart don't let them have your business either. Shocking way to treat customers.

MentalMidget

My daughter was given a generator for a Christmas present that she didn't want or need. It wasn't even opened. Took it back to be given a credit note, no refund allowed - disgraceful as there is nothing that she wants from Machine Mart! Buy things from anywhere else if possible.