Name: Shop Joe
Address: P.O. Box 641, Jersey City, New Jersey
Rating: 4.59

“Still waiting for a return shipping label for my under warranty broken snow thrower. Each contact brings me to someone else and multiple emails asking for a review. I've done my part, please do yours. Not very happy.”

Helpful Report

Posted 3 months ago

Dear Catherine, We are truly sorry for the inconvenience you've experienced trying to obtain your return shipping label for your under-warranty snow thrower. We understand your frustration with being transferred to different representatives and receiving multiple review requests while waiting for a resolution. We deeply apologize for the disjointed communication, and please know that this is not our standard practice. The good news! We just received your email today, and we're happy to inform you that we will proceed with the warranty replacement of your snow thrower. Please check your email for a warranty confirmation message with instructions on returning your broken unit and receiving your replacement. We completely understand your frustration, and we want to assure you that we are taking steps to improve our communication processes and prevent similar situations from happening in the future. To ensure a smooth resolution moving forward, I will personally be your dedicated point of contact for this matter. Don't hesitate to reach out to me directly if you have any questions or need further assistance. Once again, we sincerely apologize for the inconvenience and thank you for your patience and understanding. We value your business and appreciate you bringing this issue to our attention. It helps us improve our customer service experience for everyone. Best Regards, Snow Joe + Sun Joe Customer Care

Posted 3 months ago

“HI, I contacted customer support to check the possibility of purchasing an extended warranty and i was surprised that this isn't possible and the only option is to purchase the warranty 45 days from the date of purchase and i don't know this information. I have Snow Blower machine which I purchased it earlier and is out of support now. This machine is still in the box and i didn't open it yet because last year i had some extra balance with the snow removal company so they removed the snow for me so i didn't open the snow blower machine and still in the box and i'm planning to use it this year but unfortunately is out of warranty and i can't purchase an extended warranty for this machine !!!”

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Posted 6 months ago

Dear Omar, We understand your concern and apologize for any inconvenience this may have caused. We'd like to clarify that our warranty plans can only be purchased and activated within the first 45 days from the date of purchase. After this period, the option to purchase an extended warranty becomes unavailable. This policy is in place to ensure the proper maintenance and usage of the product from the outset. We appreciate your interest in extending the warranty for your Snow Blower machine, and we regret any inconvenience this situation may pose. We hope for your understanding regarding this policy, and we're here to assist you with any other questions or needs you may have. If you have any further inquiries or require additional assistance, please don't hesitate to reach out to our customer support team. Best Regards, Snow Joe + Sun Joe Customer Care

Posted 6 months ago

“I am happy that my replacement unit has finally arrived after a 12+ month wait.”

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Posted 7 months ago

Dear Al, Thank you for your patience during the wait for your replacement unit. We apologize for any delays you experienced, and we're glad to hear that it has finally arrived. If you have any more questions or need further assistance, please don't hesitate to reach out. We're here to help! Best Regards, Snow Joe + Sun Joe Customer Care

Posted 7 months ago

“Had a double charge and the service was awesome at waiting on me , but , even though my incorrect purchase was cancelled for me the charge was not canceled with PayPal account and I’m still working on it 10 days later . I’m very satisfied with my purchase though”

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Posted 7 months ago

Dear David, We appreciate your feedback and apologize for any inconvenience you've experienced with the double charge issue. We're glad to hear that our customer service team was able to assist you promptly. We understand the frustration that can arise from billing discrepancies, and we're committed to helping you resolve this matter as quickly as possible. With Paypal though, you need to wait as their refund policy will take place. Thank you for your support and understanding. We're delighted that you're satisfied with your purchase and look forward to serving you again in the future. Best Regards, Snow Joe + Sun Joe Customer Care

Posted 7 months ago

“I don't really get any positive responses. I have been waiting for months for this lawn mower replacement at which time I have been under warranty. No word as to what is going on. If I can't get another one then I want a refund.”

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Posted 8 months ago

Dear Valued Customer, Thank you for your feedback! We're pleased to hear that our team was able to provide you with a friendly and understanding experience. Your satisfaction is important to us, and we're here to assist you whenever you need. If you have any more questions or require further assistance in the future, please feel free to reach out. We're here to help! Best Regards, Snow Joe + Sun Joe Customer Care

Posted 8 months ago

“I purchased a water hose. It started leaking within six months of use. The device has a two year warranty. Multiple back-and-forth emails before I received a response. Three weeks have gone by I still have not received my replacement hose. I tried to reach out to customer service. Did not receive a response. But was offered to complete the following survey. I still have not received my replacement water hose.”

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Posted 10 months ago

Dear Patricia, Thank you for sharing your feedback with us. We sincerely apologize for the delay and inconvenience you have experienced regarding your warranty replacement hose. We understand your frustration and we want to assure you that we take your concerns seriously. Please know that we successfully process a replacement for the hose, please expect the replacement within 3-5 business days. We apologize for any miscommunication or lack of response you may have experienced when reaching out to our customer service. This is not the level of service we strive to provide, and we apologize for falling short of your expectations. We appreciate your patience and understanding as we work to address this situation. If there is anything else we can do to assist you please don't hesitate to contact us directly. Your satisfaction is important to us, and we want to ensure that we make things right. Best regards, Snow Joe + Sun Joe Customer Care

Posted 9 months ago

“The person who helped me was incredible. She was friendly and patient. She listened to me and was able to help. I called trying to get help fixing my mower. I called a few places that wouldn’t help, so I thought the manufacturer might know places to go. I ended up getting my mower replaced, since it was under warranty. What I didn’t realize is the replacement mower lasts about 20 minutes on battery whereas the previous model I owned would last around an hour or more. I used to mow my entire lawn with two batteries, but now two batteries won’t mow even a quarter of my lawn. The replacement mower is basically useless and I’ll need to buy a new mower. I’m really frustrated they couldn’t fix my mower and they didn’t warn me this new mower would only last a fraction of the time. I probably wont by a Snow/Sun Joe product again until I feel like the company is more established so I can ensure I can get my mower repaired easily or they don’t move from making powerful tools to toy mowers.”

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Posted 10 months ago

Dear Valued Customer, Thank you for reaching out to us and sharing your experience. We apologize for the inconvenience you've encountered with the replacement mower, and we appreciate your feedback. We understand your frustration with the reduced battery life of the replacement mower compared to your previous model. We strive to provide reliable and efficient products, and we apologize for any confusion or lack of information regarding the battery's performance. At Snow Joe + Sun Joe, we take customer feedback seriously, and we appreciate your candid comments. Your feedback helps us improve our products and services to better meet the needs of our valued customers. Please know that your feedback will be discussed by our management and we will send an email regarding the matter. Thank you for your understanding and cooperation. We look forward to resolving this matter for you and restoring your confidence in our products and services. Best Regards, Snow Joe + Sun Joe Customer Care

Posted 10 months ago

“Began correspondence 18 May 2023, support requested I send a short video of the leaking power washer. The 25th of May received notice that a warranty shipment number was assigned. Initially I thought they would ship a replacement unit, then shipping/ returning back defective unit, with box and packing material. Calling support number and waiting 30 mins, 1 June 2023. They wanted me to return the unit by UPS return label. I have no issue when pressure washer is operational. There is a lag time in following up with the customer. Returned the unit, pending outcome. Issue I live in a rual area box on hand is hopefully aquate.”

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Posted 10 months ago

Dear George, Thank you for sharing your experience with us, and we sincerely apologize for any inconvenience caused during the warranty process. We appreciate your patience and would like to address your concerns. We apologize for any confusion regarding the warranty process. We understand that you expected a replacement unit to be shipped first before you return the defective unit. However, it seems there was a miscommunication, and we apologize for any inconvenience caused. Regarding the lag time in following up with you, we understand your frustration. We apologize for any delay in communication and assure you that we are continuously working to improve our response times. We appreciate your cooperation in returning the unit. Please know that the replacement unit is already on the way. If you have any additional questions or concerns, please do not hesitate to reach out to us. We are here to assist you. Best regards, Snow Joe + Sun Joe Customer Care

Posted 10 months ago

“After 4 phone calls to return a pressure washer using UPS, I finally got a person who clearly stated the return procedure. Robotically I continued to receive UPS software to download, despite my protest. Finally, I got someone who stated simply return the item with the link and UPS will return to Sun Joe. That was true, after 3 hours of back and forth, I took the non-functionting item to UPS. Total time 20 minutes. I forget her name but I did send an email saying to promote that person. More training needed You may receivied the pressure washer unit by now. Please advise Anthony Alioto in California 415 382 6170”

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Posted 11 months ago

“The blower doesn't blow leaves like they showed on television when I got to see it work. I haven't had a chance to work with the other attachments to see if they are better than the blower. I can only hope they do work out better.”

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Posted 1 year ago

Dear Forrest, We apologize for any inconvenience you may have experienced with your blower. We understand your frustration and want to make things right. If you have any issues with the other attachments, please let us know and we will do our best to resolve them for you. Please call us directly at (866) SNOW-JOE. Best Regards, Snow Joe + Sun Joe Customer Care

Posted 1 year ago

“I recently needed to contact SnowJoe because my snow blower, after less than 1 hour of use, started smoking. The person I spoke with processed the warranty in a relatively timely manner (25 minutes because he kept repeating everything he said and everything I said) but the problem was that I had to send the unit back. When I told the agent I did not have a box big enough he told me to "find any old box" or outsource it... that was no help. I contacted my local pack and ship store and they quoted $65 to package the unit up to send it back. I escalated my concern twice to see if you could send me the replacement so I could use that box, but I was told repeatedly that is not your policy. The first person again repeated the "any old box" line and added I should find a donation box - I have no idea what that is and when I asked what that meant, she replied that I should know what a donation box is. The second person - who seemed to be a supervisor told me I could use a few boxes and tape them together. I ended up paying $55 to have the unit sent back- I find this highly unsatisfactory - and to add insult to injury, the replacement unit appears to be of worse quality than my original unit. Everything is plastic. We are expecting a big storm tomorrow but I am hesitant to use it - but you can be sure I am keeping the box! I have had snow joe and sun joe products before that were fine - not great quality but they did what they claimed but to have a unit start to smoke after less than 1 hour of use (not continuous) is not acceptable. The reason I gave 2 stars is that you did honor the warranty - granted I had to pay to complete the transaction, and the unit it not as sturdy as the original but at least that was easy to accomplish.”

Helpful Report

Posted 1 year ago

Dear Valued Customer, We apologize for the inconvenience you experienced with your snow blower and the handling of your warranty claim. We strive to provide the best customer service possible and it appears that we fell short in this instance. We appreciate your feedback and will be using it to improve our processes and training. Regarding the issue with finding a suitable box for the return, we understand your frustration and apologize for any confusion caused by the suggestions provided. We will review this with our team and make sure our instructions are clearer and more helpful in the future. We hope that your replacement unit functions well for you and that you are able to make good use of it. If you have any further concerns or questions, please do not hesitate to contact us. Best Regards, Snow Joe + Sun Joe Customer Care

Posted 1 year ago

“Not too happy - had to pay $19.95 for a box - UPS would not ship in the original box. I should not have to pay this. It was not my fault I had to ship the pressure washer back.”

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Posted 1 year ago

Dear Valued Customer, We apologize for any inconvenience you experienced with our shipping process. We understand your frustration and will certainly take your feedback into consideration. We are committed to ensuring that all of our customers receive the support they need, and we appreciate your patience. Please expect a call or an email from us as we work to resolve this matter promptly. Thank you for choosing Snow Joe + Sun Joe products and we look forward to serving you again in the future. Best Regards, Snow Joe + Sun Joe Customer Care

Posted 1 year ago

“The product I received only worked for a few minutes then shut down and could not be started again. I call the help line and was told to ship it back and I would receive a replacement. When the replacement arrived the ring around the chute was broken so I called again and told to return it for a different replacement. The third one arrived and the handle was broken and some of the parts to put the handles together were misssing. Each time I returned it I had to drive to the next town which is 30 or so miles away. At that point I decided to ask for a refund. The staff at the help line were very polite and as helpful as they could be under the circumstances. Maybe the type of material the SnowJoe snowblowers are made of is not suitable for the very cold climate we have been experiencing.”

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Posted 1 year ago

Dear Carmelle, We're sorry to hear about the difficulties you experienced with our product. We understand your frustration with the multiple replacements and the extra effort it took to return them. We appreciate your patience throughout this process and apologize for any inconvenience caused. Our team will take this feedback into consideration when reviewing our materials and product performance in extreme weather conditions. In the meantime, we hope you will accept our sincerest apologies. If there's anything else we can do to assist you, please don't hesitate to contact us. Best Regards, Snow Joe + Sun Joe Customer Care

Posted 1 year ago

“The technician was very courteous, but didn't know much about my problem. I was trying to replace a wheel assembly but the two plastic inserts that needed to be pressed into the plastic wheel, seemingly could not be pressed into the wheel. In desperation, I finally put a small booklet onto the insert and pressed by hand as hard as I could and successfully pressed the insert into the wheel. I could have been told this, but the technician did not have this experience, to tell me to do it.”

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Posted 1 year ago

Dear Ken, Thank you for sharing your experience with us. We are sorry to hear that our technician was not able to provide the assistance you needed. We would like to assure you that we take your feedback seriously and will use it to improve our training process so that our technicians are better equipped to handle situations like yours in the future. We are glad to hear that you were able to successfully replace the wheel assembly on your own. If you encounter any further issues or have any questions in the future, please do not hesitate to reach out to us. We are always here to help. Best Regards, Snow Joe + Sun Joe Customer Care

Posted 1 year ago

“I'm trying to be nice here so I'm giving them two stars. The product we did receive works and we haven't had any issues with it yet. However...when we placed our order it was June 2nd, and the email they send when they receive an order states the following: "We've received the order you placed on SnowJoe.com. Your items should be at your door within 5-8 business days. Your order summary is below. Be sure to print this email or write down your order number *******. Shipping confirmation coming soon!" The first time I called about the order was June 9th. The person I spoke to said the order hadn't shipped yet due to delays. I called again on the 15th and was told that part of the order was ready to ship (I ordered two items) but that the other was still delayed. I called on the 20th when we received the first part of the order, because I wanted to check on the status of the other item. I was told it would be shipped soon. Today (7/2, a full month later) I called and they seemed to have no idea that I hadn't received the second half of my order. They claimed it shipped out but we never received the item. The person on the phone stated they'd have the order re-sent through the system, and that I'd receive an email shipping confirmation when it shipped (I was told this about the other part of the order as well, and never received such an email before it just showed up one day). My thoughts are that while shipping delays are to be expected at the moment due to chip shortages, there was an extreme lack of communication on Snow Joe's part about the delays and about shipping. The initial email included a quote on time which was WAY off, which I'm hoping they've now learned is a bad idea to put in an email when you can't promise it. If you notice, I had to initiate all communication about this order - the website and email communications never indicated a delay and I never received shipping notices. We still haven't received the second half of our order...I'll hopefully be able to give them some stars back when it shows up. I know they're a new company and they're trying but they need to step it up. I feel bad for the people who have to take phone calls for these guys at this point.”

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Posted 2 years ago

“Got a Snow Joe Pole saw as a gift end of 2015 with extended warranty, which I Mailed in. Used it very little until 2018 when we bought a house. Noticed the spring on trigger kept popping loose, finally I lost it while using. Sent a email into Snow Joe, never got a response. Been busy working and working on home. So during this time frame I kept getting emails for adds to buy, so I sent in my complaint about the excessive emails and then the trigger spring. I was told to register on line & snow joe would send me a new saw!So, I was unable to reg. on line since it was over 2 yrs. Again I respond to customer service Bria and James with photos of serial # warranty # and pole trigger. Explained I I wanted was a spring. No response since. POOR Customer service. Wasted $ on warranty, have pole saw with maybe 10 hrs use, cant use correctly now.”

Helpful Report

Posted 3 years ago

Hello Andrew. Sorry to hear about the issue. It looks like out last communication to you was on December 20th and we never heard anything back from your side. I will go ahead and send you an email from our side so we can get this taken care of for you. Look forward to hearing back from you soon.

Posted 3 years ago

“I received a pressure washer with a damaged hose. I contacted snowjoe through chat(requesting a hose replacement)and was told to register the product and then they would put in a warranty request, which I did. I promptly receive a ticket number by email. 5 days later and no response. I contacted snow joe again and was told I would get a response that same day or the next. Two days later and still no response. I don’t think they will respond. Thir 2 year warranty promise means nothing if they don’t respond to warranty requests. I will NEVER ORDER A SNOWJOE PRODUCT EVER AGAin. I will try to return the pressure washer to the retailer.”

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Posted 3 years ago

“Bought a garden kit, (GTS4001C) opened box and one critical part was missing, the blower tube. Tried calling numerous time but hung up on each time. Tried chat, waited 40 minutes got disconnected. Went to original vendor, they' ve tried 3 times to email you, no response back from you. Your CS Sucks, that is the bottomline.”

Helpful Report

Posted 3 years ago


Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	95%
Accurate And Undamaged Orders	Greater than 83%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.7 out of 5
Returns & Refunds
Returns Process	Easy

Shop Joe Reviews