SCA selling refurbished tools as new

Lthom on 08/12/2020 - 10:44
Last edited 08/12/2020 - 12:35

In a previous SCA sale, I purchased hundreds of dollars of Toolpro tools from SCA thinking they were a great deal at 40-60% discount.

However when some of the items arrived they appeared to be used and not new condition (e.g. slight signs of wear).

I contacted SCA customer support who agreed to have replacement items sent (This was during the COVID lockdown and I wasn't able to travel to a store to have them refunded).

However the replacement item was another refurbished item. This was clearly identifiable from the opened package, fresh smell of degreaser that had been used to clean the tool and signs of wear on the item. I contacted customer support again and repeated the process 3+ times for a number of months eventually coming to the conclusion that SCA repeatedly send refurbished tools as new items.

I did some searching online and noticed in forums some people commenting that they purchased a tool (e.g. a ball joint extractor, like I had purchased) used the tool to perform the job and returned it for a full refund. Often people only need to use automotive tools for a single job and don't need them for regular maintenance.

My issue with this is that incorrect use of tools creates major wear (e.g. stretching of threads) and what was once a medium quality tool can become low quality. It's also dishonest of SCA to advertise these items as new if they are clearly refurbished. A lot of people may not know they are buying some refurbished so the issue may go unnoticed until the item prematurely wears out or doesn't perform as intended.

SCA's customer support didn't seem interested in investigating the issue of their warehouse supplying refurbished parts. Their proposed resolution was a refund for the tools purchased (if they were sent back to their warehouse) so they could be repackaged.

Has anyone else experienced this from SCA? Would you care if the tools you purchased were refurbished? Should SCA sell refurbished parts at a cheaper price and advertise them as such?

Poll Options

  • 1
    I don't mind receiving refurbished tools as I only use them once and return them for a refund.
  • 69
    Selling refurbished tools is ok if they are advertised as used and discounted.
  • 10
    This is scandalous! Someone should report this to the ACCC.
  • 2
    My tools aren't new? I thought they were just poor quality.
Automotive

Related Stores

Supercheap Auto
Supercheap Auto

Comments

  • pegaxs on 08/12/2020 - 10:52
    +1

    What are these tools you bought though? A refurbished 10mm socket is very different from a refurbished air compressor…

    And you got a 40~60% discount on an already bargain line of tools… One would hope that a tie rod end tool would be good for more than one go.

    • thom on 08/12/2020 - 11:09

      The majority of tools were extraction tools: 5pc ball joint separator, 45pc bolt puller kit, O2 sensor extractor, coil spring compressor, brake caliper spreader, 3-jaw gear pullers, line clamps, flexible hose clamp pliers, etc. Even a feeler gauge (that had been oiled).

      These extraction/clamping tools are all based on the strength of a thread that can wear based on how the tools are used. If they are lubricated with oil, the threads are less likely to be stretched. However people using tools and returning for a refund are unlikely to care about the maintaining the tool.

      • pegaxs on 08/12/2020 - 11:19
        +5

        A lot of new tools come covered in oil. Feeler gauges are one of them. It stops them sticking and keeps the water out and stops them from rusting while sitting about.

        As for "stretched threads", you're over thinking it. They may have just been tested at the factory, but either way, they should have a lot more life left in them than 1 or 2 pulls. The threads are not going to be that stretched, and it's a puller, the threaded section should last, as the "pulling" is done over the length of the puller and the threaded part is usually made of steel that is designed to do that job.

        And even if the people that "did" use the tool once or twice and returned it for a refund, even if they didn't care for the tool… it was used once or twice. There is no real "care program" you need to adhere to to care for it if you are only owning it for a day or two.

        I don't agree with people buying tools to use once or twice and returning them, I think that is a really shitty thing to do, but at the end of the day, if you are getting 40~60% off these tools and they show minimal or no signs of wear, it's not some big ACCC saga.

    • thom on 08/12/2020 - 11:32

      And you got a 40~60% discount on an already bargain line of tools… One would hope that a tie rod end tool would be good for more than one go.

      Are you implying that a consumer shouldn't expect something to be new or of the same quality if it is discounted?

      I wouldn't have an issue if the tools had a lifetime warranty and were reliable. However these tools have a limited life as is and mistreatment significantly reduces that.

  • NatoTomato on 08/12/2020 - 11:15

    I have a friend who returns his items after he uses them, I could never understand how SCA allows it, but now I see.

  • Euphemistic on 08/12/2020 - 11:43
    +3

    As peg said above, it’s not uncommon for tools to be covered in oily stuff to keep them rust free in transit. I’ve often got something out of the box and had to give it a good wipe down.

    Opened packaging could just be someone in store that wanted to see if it was the right thing before they put it back without using.

    The fact they are SCA tools means they are cheap, and probably not cared for fantastically in the factory as well.

    While you say you repeated the process over a few months, the fact they are sending the same quality to a user complaining of buying used tools is an indicator that they possibly aren’t used and are in fact the quality you are purchasing. You don’t indicate wether it’s the same item several times, or several diffeeent items either.

    People using a tool once and returning it is an abuse of their good refund policy and is only going to lead to them refusing ‘change of mind’ returns in the future. I don’t know why they allow it to be honest.

    Your poll options are quite biased in nature as well. There is no option that supports the store.

    If you have received a used tool when purchasing new once I’d be surprised, but several times seem highly unlikely. I’d hazard a guess they don’t receive enough of gear specialty tools back to regularly resell them.

    • thom on 08/12/2020 - 14:02
      -1

      As peg said above, it’s not uncommon for tools to be covered in oily stuff to keep them rust free in transit. I’ve often got something out of the box and had to give it a good wipe down.

      I expect some tools to be lubricated from the factory to protect them during transport. However when tools reak of degreaser it's clear they have been cleaned in the warehouse, from what I assume is refurbishment/repackaging.

      Opened packaging could just be someone in store that wanted to see if it was the right thing before they put it back without using.

      It could be. I don't mind if the packaging is damaged as long as the tool doesn't have stretched threads. The issue I have is when an item is clearly previously owned and used.

      While you say you repeated the process over a few months, the fact they are sending the same quality to a user complaining of buying used tools is an indicator that they possibly aren’t used and are in fact the quality you are purchasing. You don’t indicate wether it’s the same item several times, or several diffeeent items either.

      I only returned one of the tools that was clearly used - the 5pc ball joint kit. This a speciality tool and not something someone who typically use a lot. The customer service staff were aware that this tool set is often returned and they had to notify the warehouse so that I wouldn't receive a refurbished item.

      People using a tool once and returning it is an abuse of their good refund policy and is only going to lead to them refusing ‘change of mind’ returns in the future. I don’t know why they allow it to be honest.

      That's really what this thread is about. Should SCA make changes to their change of mind policy, so that refurbished items are not sold as new?

      Your poll options are quite biased in nature as well. There is no option that supports the store.

      I apologise for that. I tried to update the poll with more options but it doesn't seem to be working. The options that I wanted to add were:
      * This is OzBargain - exploiting change of mind policies is what we do. This isn't OzKarma.
      * I don't see any issue with SCA selling refurbished tools as new. This allows them to have a change of mind policy at no cost.

      If you have received a used tool when purchasing new once I’d be surprised, but several times seem highly unlikely. I’d hazard a guess they don’t receive enough of gear specialty tools back to regularly resell them.

      I was very surprised and annoyed when both replacements arrived in opened packaging and had clearly been used. My assumption is that the promotion that I'd purchased from had depleted their stock. No new stock was arriving due to the COVID pandemic and I was receiving from a pool of refurbished/returned items. I managed to get them to send the stock from another store, not from their warehouse and the item that arrived was new.

      Maybe previously SCA only received a small volume of returns compared to the number of of specialty tools they sold, so the issue was unnoticed. However the COVID pandemic compounded the problem and it's clear to me that SCA refurbish items that are returned from their change of mind policy.

  • lost in transit on 08/12/2020 - 11:50

    If this is whats happened I havnt an Issue them selling refurbished tools but let the customer decide if they want to take the chance by labeling them as such. Be Honest Supercheap.
    I bought the V8 case with tools in it for 50 bucks on here, all tools were ToolPro and unused, its sits in my lounge room because it looks kool lol ….
    Cheers

    • thom on 08/12/2020 - 14:17
      +1

      I don't think it's an issue with regular tools: socket sets, spanners, pliers, etc. These tools are likely to be used multiple times and people would keep them.

      It's more of an issue for single purpose tools, e.g. a ball joint remover, that would typically only be used once for an issue.

  • picklewizard on 08/12/2020 - 15:27

    ball joint extractor
    stretching of threads

    In my experience this happens after a single use of these tools. I'm on my third. I exchange them every time they break, but they are not of high quality.

    • thom on 08/12/2020 - 18:10

      That's my concern and the reason why I requested the used item to be replaced. The item that I purchased clearly wasn't going to last as long as a new extractor.

  • [Deactivated] on 08/12/2020 - 15:28

    Supercheap should refuse refunds on any tools unless broken.

    • brendanm on 08/12/2020 - 19:43

      Then how will I pop balljoints?

      • [Deactivated] on 09/12/2020 - 13:17

        With a hammer like normal people.

        • brendanm on 09/12/2020 - 13:32

          But why would they make a magical ball joint remover if I didn't need one?

  • No Username on 08/12/2020 - 15:36
    +1

    It's pretty common and most stores like Bunnings and JB HI FI do the same thing like the ROLI products.

  • Keplaffintech on 09/12/2020 - 13:19

    I guess you've never been to Bunnings?

  • the Unforgiven on 09/12/2020 - 16:11

    When I started to be an apprentice mechanic in 1973, they gave me a tool box filled with tools, mainly Sidchrome.
    I still have all those tools today, even the feeler guage and they sit in my car behind the drivers seat.
    If you look after your tools by wiping them down after every job and putting them away in their proper place,
    they won't go missing and they will be ready for your next job every time.
    Like the saying goes - a mechanic has a way with his tool(s)
    have a good 1 :p

    • jv on 09/12/2020 - 16:13

      If you look after your tools by wiping them down after every job and putting them away in their proper place,
      they won't go missing and they will be ready for your next job every time.

      link ???

      • the Unforgiven on 09/12/2020 - 16:47

        common sense does not need a link, or does?

    • thom on 09/12/2020 - 21:46

      The earlier Sidchrome tools are renowned for their quality. I'm glad that you've got a lifetime of use out of them. But I agree with your broader statement:

      If you look after your tools by wiping them down after every job and putting them away in their proper place, they won't go missing and they will be ready for your next job every time.

      Even Toolpro tools will last a long time if they are well cared for. Unfortunately we don't live in a society where things are well cared for. Fashion, furniture, appliances, tools, etc. are all throw-away items. People typically look for low cost over quality, wanting a quick win, leading to booming manufacturing from countries like China. Unfortunately society seems to be shifting to selfish behaviour where people would happily exploit change of mind policies, for their own immediate benefit even if it was at the expense of others.

      • the Unforgiven on 09/12/2020 - 22:44

        I was lucky and got the good sidchrome before the quality went downhill

        I am 62 and have been on a pension since 40 so I have learnt to fix what broke or I have to go without until the reddies are enough to buy another item. I have learnt not to buy the cheapest anymore as they are trash, I can't afford the dearest as it would take me too long to save the money up; but there is a happy medium in the middle. While I am saving the money, I am doing all the reading on all the models to find which ones are good & which ones are trash; having the internet nowadays is the best thing to happen. People are able to do all their research, or they should anyway. What is the saying, "a fool and his money are soon departed". It seems people have more money than cash nowadays, no wonder the planet is in trouble. People should learn to fix their own things. There is youTube, https://www.ifixit.com/ (which seems to grow each year, good to see), go to TAFE and do a course so you can use your hands to fix things instead of just using the remote (not you, look over your shoulder).

        I was reading just yesterday how polluted the Pacific Ocean is, even deep in the Marianas Trench they found trash. All that pollution is turning the Pacific Ocean acidic, which in turn affects the oceans ability to produce oxygen. BTW, the Pacific Ocean is the major producer of oxygen on Earth. I have learnt to fix things when they break down, but if they can't be fixed, I try repurpose the parts as much as I can. I wish more people were not so quick to throw things away

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