Lowes Experience. "Hassle Free."

[shoggoth80]

So yeah... about that free hassle return....

I bought a Kobalt 1/2 impact gun in like June. THIS YEAR. Since then, I have blown through 2 of them. This is my 3rd. It's getting weak. I've also had to warranty swap a 3/8 gun too. So, I've blown through 4 Kobalt impact guns. I've decided I am done with that brand, as far as air tools go. Probably done with LOWES in general at this point, given the amount of ******** I have had to wade through on everything but the very first return. All I want is my money back, so I can go buy another impact from somewhere else, that will hopefully last a little longer.

Apparently, since I bought the original gun with a bank card that is no longer valid (old account), and the other guns were done as exchanges via store credit, the only options I have are A. use a card that does not exist (obviously not possible), or B. Get store credit, for a store that I now DO NOT want to shop at, to replace a product I DO NOT want another of (highly undesirable).

I haggled with 2 managers for about 40 minutes this morning, but would not budge. I asked what the difference was, when I had to PAY something in order to have received store credit in the first place? I even mentioned that I would be happy to buy a prepaid visa or something from them if they sold one (as a way to get my money out of their store). Nope. I can't "just" get money back.

So, because I lost a bank account due to hard times (and opened up a new account with a different bank when I got my first check from my first tech position), my funds are being held hostage by a bad product. The only thing that I could possibly do with a store merch card for the value of the impact gun, is to BUY ANOTHER Kobalt impact gun. I don't want that when I can't get them to last more than a few months. Because I cannot stop in every few months to warranty swap a ****** gun, and get the 3rd degree every time I do it, receipt or no (the last few didn't matter, I got hassled for it regardless).

I DO NOT want to shop at LOWES anymore. I am done spending my money there. The two clerks, and the two managers made sure of that. Hassle free my ***.

The gun rattle trap that drags when I toss a socket on there (but still handles lugs and smaller bolts). The reason I started this thread is because I KNOW it's on it's way out again. If I I had known that I was gonna be throwing money away, I would have just saved the cash, and bought a better name branded product. I didn't know Kobalt couldn't make air tools to save their life back when I got it. I just needed one for work, badly, and was able to buy one. After all, I had ok experiences with the hand tools.

I am digging out the original receipt, not just the one showing prior swaps, and going to speak with a store manager. Thinking about getting all my Kobalt receipts and bringing them all back because of this. Hell, I couldn't get a deformed Kobalt torx driver (T10, so not even a large fastener that should have had a lot of torque to it) swapped out once. Done. JUST DONE.

Maybe I should mention that I participate on an internet forum dedicated to tools, and that I am more than happy to share my bad experiences with the group at large?

I don't mean to rant too much, but I am rather heated. The last couple times I have had to quote the packaging verbatim to get anything done. Now an establishment is refusing to refund my money in a way that would allow me to spend it freely somewhere else.

Edit, after finding the original receipt, I paid CASH for the original gun

 

[warmpancakes]

get a gift card sell gift card for 90% of value your out a few bucks but used tool for a few months call it a rental fee and move on

 

[shoggoth80]

So, after initially paying cash for the item, I am not supposed to get my cash back?
I popped in there after like 4 hours of sleep, so I wasn't in the best of moods. Just the absolute run around that I got was a little ridiculous. The lack of caring from the staff really chafed me. Guess they don't want to keep customers? I know there are plenty of people who shop there, and I they don't NEED revenue from me to survive business wise. Doesn't mean that face to face shouldn't still be resembling courteous. I didn't get overly frustrated until the only option presented was "spend your money here, again."

 

[TiredDude]

I think store credit sounds fair. They have a lot of stuff and I have had only good experiences with them and their return policies.

Other option is to try a different Lowes.

 

[pop pop]

Read the store return policy?

 

[shoggoth80]

I believe the warranty says to bring it back to a store for refund or exchange. With the air tools, it's a 3 year "Hassle Free." on the box. If there is fine print that should be there, and it isn't, that is not my bad.

 

[mmack66]

http://www.lowes.com/cd_Returns+and+Refunds+Policy_33243642_

"Customer satisfaction is our goal. If you are not completely satisfied with your purchase, simply return the merchandise to any Lowe's store in the U.S. within 90* days. We, in our discretion, will repair it, replace it, or, based on your method of payment with a valid receipt, refund your money.

In most instances, your receipt can be retrieved by using the original credit card, checking account number, MyLowe's card or by your phone number. For returns without a valid receipt, in-store credit may be issued for the item’s current selling price. Lost or stolen gift cards can only be replaced for the remaining balance by presenting the original receipt.

Lowe's reserves the right to refuse or limit the number of returns permitted without valid receipts. No returns for purchases made with checks will be made if you have outstanding checks with Lowe's. Lowe's may require valid picture ID (state driver's license, state ID card or military ID) for any return. Lowe's stores use refund and check verification systems. All returns are subject to system approvals. Valid picture ID information or phone number may be entered into these systems where authorized by law."

 

[niferous]

They sell Channellock, Irwin, Bosch, and probably a few other good brands I'm forgetting. I'd take the store credit and just get something you need. Heck they sell toilet paper. Everyone needs that!

 

[bczygan]

So, after initially paying cash for the item, I am not supposed to get my cash back?
I popped in there after like 4 hours of sleep, so I wasn't in the best of moods. Just the absolute run around that I got was a little ridiculous. The lack of caring from the staff really chafed me. Guess they don't want to keep customers? I know there are plenty of people who shop there, and I they don't NEED revenue from me to survive business wise. Doesn't mean that face to face shouldn't still be resembling courteous. I didn't get overly frustrated until the only option presented was "spend your money here, again."

NO!
While I understand the concept you present, it doesn't exist in the real world.
Even the idea of giving me ANOTHER one of the items, as replacement, for something that proved lacking, seems ridiculous. And giving a week or 30 or 90 days is not enough time to truly evaluate an item, to see if it needs to be returned for a cash credit.
But that is the way that virtually every store works.
And deciding that the entire store and all it's products are not worth buying, based on one line of products, is stupid and self defeating, and an emotional reaction. I know what you are doing. I too, can get myself worked up over corporate policies that I don't like, and think are unfair. But it is tilting at windmills to think you can change them. All you do, is get yourself in a lather and spend hours on the phone. Take a few deep breaths, and let it roll off your back. Get the credit and a 10% off Lowes coupon and go back in and buy a 10 year supply of paper towels and toilet paper and light bulbs.

I would love it if a tool I bought was guaranteed forever, with cash back at the current selling price, without receipt, to the current owner. Now THAT would be a guarantee...

 

[LandR]

I'm consistently blown away by lowes customer service.

I escalated a concern recently to a store manager. A head cashier was obnoxious and unaware of the Lennox free blade offer. She rolled her eyes at me and said we don't give away free blades here.

She clearly thought a guy in dirty shorts and work boots wouldn't escalate. I asked for store manager and she refused. I raised hell, she raised hell stating that my $50 purchase didn't require needing a manager to handle my complaint.

Out came the lowes card when the manager came by and much to his dismay they verified I spent $12k at lowes in 6 months and I promptly cancelled my car and told them I would never shop at their location ever again

It got the point across. I'm much happier shopping elsewhere.

 

[shoggoth80]

Is there something missing in that I have gone through multiple impact guns? After blowing through 3 of them, using them for automotive work, oiling them before use etc. would ANY of you guys continue to use that brand? The only reason I did it beyond the 2nd was because I was given store credit, without thinking to ask for a refund on a tool that has a 3 year warranty on it. My issue is that A. I can't seem to get any Kobalt impact to last more than a few months, and B. the treatment I got by the staff at this particular location. My other purchases at LOWES have been alright.

I went back with ALL my receipts, including the original verifying purchase in cash. I stopped at a different location, because I was near there this morning dropping my fiance off for work. The tool department guy was surprised that I was having such difficulty with the impact, and wants me to write an email/product response about the experience. The customer service counter lady was quite nice, and refunded my original purchase price (which is all I was ever after in the first place).

Maybe I just need to not shop at the LOWES near where I live? It's a rougher neighborhood, so they may get more people trying to return ripped off stuff without receipts? Dunno whether I am gonna write the company out of the picture, but I am gonna write off the problem location.

 

[alpinewhite]

Take the store credit. There are lots of other things there that you'll eventually need (lumber, fasteners, bottled water, propane, glue, etc)

 

[nicksnothereman]

So yeah... about that free hassle return....

I bought a Kobalt 1/2 impact gun in like June. THIS YEAR. Since then, I have blown through 2 of them. This is my 3rd. It's getting weak. I've also had to warranty swap a 3/8 gun too. So, I've blown through 4 Kobalt impact guns. I've decided I am done with that brand, as far as air tools go. Probably done with LOWES in general at this point, given the amount of ******** I have had to wade through on everything but the very first return. All I want is my money back, so I can go buy another impact from somewhere else, that will hopefully last a little longer.

Apparently, since I bought the original gun with a bank card that is no longer valid (old account), and the other guns were done as exchanges via store credit, the only options I have are A. use a card that does not exist (obviously not possible), or B. Get store credit, for a store that I now DO NOT want to shop at, to replace a product I DO NOT want another of (highly undesirable).

I haggled with 2 managers for about 40 minutes this morning, but would not budge. I asked what the difference was, when I had to PAY something in order to have received store credit in the first place? I even mentioned that I would be happy to buy a prepaid visa or something from them if they sold one (as a way to get my money out of their store). Nope. I can't "just" get money back.

So, because I lost a bank account due to hard times (and opened up a new account with a different bank when I got my first check from my first tech position), my funds are being held hostage by a bad product. The only thing that I could possibly do with a store merch card for the value of the impact gun, is to BUY ANOTHER Kobalt impact gun. I don't want that when I can't get them to last more than a few months. Because I cannot stop in every few months to warranty swap a ****** gun, and get the 3rd degree every time I do it, receipt or no (the last few didn't matter, I got hassled for it regardless).

I DO NOT want to shop at LOWES anymore. I am done spending my money there. The two clerks, and the two managers made sure of that. Hassle free my ***.

The gun rattle trap that drags when I toss a socket on there (but still handles lugs and smaller bolts). The reason I started this thread is because I KNOW it's on it's way out again. If I I had known that I was gonna be throwing money away, I would have just saved the cash, and bought a better name branded product. I didn't know Kobalt couldn't make air tools to save their life back when I got it. I just needed one for work, badly, and was able to buy one. After all, I had ok experiences with the hand tools.

I am digging out the original receipt, not just the one showing prior swaps, and going to speak with a store manager. Thinking about getting all my Kobalt receipts and bringing them all back because of this. Hell, I couldn't get a deformed Kobalt torx driver (T10, so not even a large fastener that should have had a lot of torque to it) swapped out once. Done. JUST DONE.

Maybe I should mention that I participate on an internet forum dedicated to tools, and that I am more than happy to share my bad experiences with the group at large?

I don't mean to rant too much, but I am rather heated. The last couple times I have had to quote the packaging verbatim to get anything done. Now an establishment is refusing to refund my money in a way that would allow me to spend it freely somewhere else.

Edit, after finding the original receipt, I paid CASH for the original gun

Buy another one with store credit (or other stuff), sell it locally on ebay or craigslist, and be done with it.

 

[JohnMcD348]

Is there something missing in that I have gone through multiple impact guns? After blowing through 3 of them, using them for automotive work, oiling them before use etc. would ANY of you guys continue to use that brand? The only reason I did it beyond the 2nd was because I was given store credit, without thinking to ask for a refund on a tool that has a 3 year warranty on it. My issue is that A. I can't seem to get any Kobalt impact to last more than a few months, and B. the treatment I got by the staff at this particular location. My other purchases at LOWES have been alright.

I went back with ALL my receipts, including the original verifying purchase in cash. I stopped at a different location, because I was near there this morning dropping my fiance off for work. The tool department guy was surprised that I was having such difficulty with the impact, and wants me to write an email/product response about the experience. The customer service counter lady was quite nice, and refunded my original purchase price (which is all I was ever after in the first place).

Maybe I just need to not shop at the LOWES near where I live? It's a rougher neighborhood, so they may get more people trying to return ripped off stuff without receipts? Dunno whether I am gonna write the company out of the picture, but I am gonna write off the problem location.

You may have stumbled on to the reason right there. I've had good service from both of my local Lowe's/HD stores but they are in what's considered upscale areas. You're assumption is probably right, that they are less lenient at your more local store due to crack heads and others trying to return things for cash. I can tell a difference in stores when I walk into them from the customer support and staffing between my local store and the others in "Those areas". People in the local store are always there willing to help or guide you to what you're looking for, whereas, people in the "Other Stores" always seem to be restocking shelves that are already stocked and making things look nice on teh shelves when people are in there shopping.

 

[Paul1956]

Apparently, since I bought the original gun with a bank card that is no longer valid (old account), and the other guns were done as exchanges via store credit, the only options I have are A. use a card that does not exist (obviously not possible), or B. Get store credit, for a store that I now DO NOT want to shop at, to replace a product I DO NOT want another of (highly undesirable).

That is not so much a Lowe's issue but more of a merchant
banking issue.

Refunds can only be issued to the card where the transaction
originated from... bank regulations.

They could offer you a cash refund instead of store credit.

 

[ishiboo]

That is not so much a Lowe's issue but more of a merchant
banking issue.

Refunds can only be issued to the card where the transaction
originated from... bank regulations.

Perhaps.

They could offer you a cash refund instead of store credit.

No.

It's to discourage abuse AND cash advances on cards. Credit card companies do not allow the merchant to give a cash refund for purchases made on a credit card, nor do merchants want to. The store managers hands are essentially tied.

Card companies make much higher rates on cash advances and do NOT want to provide "free" or low-cost cash to you.

Merchants are "on the hook" for chargebacks/etc. If they charged your card and then gave you cash, the cash is gone and the card could be stolen, charged back, etc. Then the merchant is out the cash they gave you.

 

[ishiboo]

Write to Lowes customer care and explain the situation. The bit should have been swapped out without issue. I have clarified this with Lowes corporate and they confirmed that the Kobalt guarantee is the guarantee and the stores should be honoring it.

I'm pretty sure with your original receipt showing "cash", they will refund you in cash for the gun. Let us know how it goes.

 

[toddacimer]

Why not take the store credit and buy the 1/2" or 3/8" IR gun they sell?
https://www.google.com/shopping/product/7427285918912854365?q=lowes+ingersoll+rand&safe=images&client=tablet-android-google&hl=en-US&bav=on.2,or.r_cp.&bvm=bv.57155469,d.aWc,pv.xjs.s.en_US.8_h2iq0a8e8.O&biw=1280&bih=800&tch=1&ech=1&psi=dxGUUuWCPMugyQGZ5oDQCQ.1385435515730.3&sa=X&ei=gxGUUsyIGZKCyAHbx4DgAw&ved=0CIMCEPMCMAg

 

[graffix000]

Sounds like it was resolved when you were able to come up with the receipt. While i agree you had to go through a lot here, these rules are in place due to idiots who take advantage of policies like this one.

Glad it was taken care of for you.

 

[shoggoth80]

Yeah, it was resolved. I just had to find the FIRST receipt. I went to a different store, with a different average demographic as well. That may have helped, as it was in a higher end neighborhood. I also had slept more, and was less prone to silly angry spoutings. So, I was better able to articulate what was happening, and why it was incredibly frustrating.

 

[marty_p]

Glad it all worked out for the OP.

I was in a smaller Lowe's store about a month ago late one evening and was blown away when the service desk representative swapped out both of these Kobalt tool boxes for the gentleman in front of me. Now he did have his receipt and the original OEM labels and manuals for both, and both had a lifetime satisfaction warranty right there in black and white. The hinges were broken on the truck fender box and the slides were broken on the tool chest (you think???). I just had to take these pics to show you guys about outstanding customer service, and this would seem to be an appropriate thread.

I guess it all depends on which store you visit and which representative you meet...

 

[zilla68]

I know this is an older post, but I'll give my .02 anyways.

Don't thank Lowe's thank all the low life, stealing, coniving idiots out there for that policy, Lowe's has to protect themselves from all the theft.
I was in retail for 21 years and I can promise you, if you came into my store with an attitude, you'd leave with your attitude and zero from me.
I'm sure they've only seen that scam about 1000 times that week. Not saying your scamming, but the 1000 other idiots that try to scam the system.
They have a policy in place for a reason.
I return stuff all the time, to home depot with no receipt, but they are from jobs that I've already turned receipts in for, so we take the credit, and respend on the next job, no big deal. But I do understand needing that cash to buy something else if that is your profession, too many times guys get in WAY over their head to the "tool guy", because its easy to get caught up in the moment once on a tool truck, lol.
Glad you got taken care of.