Lowes gave me a hard time today

[CaptainSlow]

Hi, I'm a brand new member and this is my first post.

First, I would like to thank the GJ members for sharing their knowledge of all things tool related. This is the first place I look when I want to identify an old tool, etc.

Now to the point.

I went to Lowes today to return 3 broken tools.

The first was a Kobalt 8-in-one pocket screwdriver, the little blue one that has the bits stored in the handle. I've owned 4 of these, and at least one of the bits on each has just shattered. I was given a little grief on this one, barely worth mentioning.

The second was a Kobalt 1/2 drive fully polished ratchet that slips. I was told that since my ratchet came in a set, I'd have to bring the whole set in before they would replace it. The manager lady finally "allowed" me to return it, but she acted like she was doing me a huge favor or something. The replacement was one of their cheap ratchets, the kind with the ugly handle. That ticked me off.

Last was a 19mm Gearwrench that was stripped. Same deal on that one, since it came in a set I'd have to bring all of it in. But they refused to replace that one.

So what's the deal? Has anyone else been treated like this at Lowes?

 

[filtered]

Welcome to GJ. If I was you, that would be my last trip to Lowes. If they treated me like that, they would never get any more of my money. Then again the Lowes closest to me I wouldn't know what they were saying.

Anyway take the Gearwrench to Sears, they should replace it for you. The ratchet, sell it, buy something better quality. Look for used truck brand ratchets or my favorites Armstrong. Use a good ratchet just once and you'll never want to deal with those cheap ones again. I bought one used Snap-On and it's been no looking back. Sold all my cheap Craftsman ratchets are replaced them with Snap-Ons and Armstrongs.

Cheap tools + bad service = never go back.

 

[a390st]

I was at Lowe's today and had to buy an Arrow stapler. It was marked 17.86 on the display but the shelf said 19.97. I told them at the counter and they gave it to me at the lower price without even checking. Unfortunately there are a lot of places, many Sears stores included, that make you bring in the set to replace if one piece breaks. I don't mind that much really, because you get a whole new set. It's nice when you have a few worn but not broken pieces in the set that get replaced, but it's bad when the new tools aren't the same quality as the old ones you have.

 

[hammergodthor]

I thought Lowes had a "Lifetime hassle-free Guarantee". Its on the back of every tool display card. I think I might be walking the manager over to the tool isle and having a little heart-to-heart talk about the meaning of "Hassle Free."

 

[SocketDeviler]

I wonder how Kobalt lives up to their "no hassle" lifetime warranty on their own. Any one here deal with them directly?

Employees at both Lowes and Home Depot seem very confused on matters of tool warranty. My friend went through some grief just to get his Husky ratchet replaced at HD. They too acted like they were doing him a favor.

Sears has a much better policy regarding GearWrench. My only problem returning one was a matter of it being in stock at the time.

 

[jethro29]

welcome,good to hear from you.i would either be calling corporate or making a scene in the tool isle.lifetime is lifetime and that whole set thing is ********! i would really think about a ratchet upgrade though,it will save you some busted knuckles and skinned fingers,not to mention what do you do if it starts slipping half way through a job.good luck and keep us posted.

 

[keywestjack]

welcome,good to hear from you.i would either be calling corporate or making a scene in the tool isle.lifetime is lifetime and that whole set thing is ********! i would really think about a ratchet upgrade though,it will save you some busted knuckles and skinned fingers,not to mention what do you do if it starts slipping half way through a job.good luck and keep us posted.

Absolutely, send the suits a corporate a letter (make copies, and send to the store manager) Keep at it to they respond.

 

[Blacknwhitepit]

I wonder how Kobalt lives up to their "no hassle" lifetime warranty on their own. Any one here deal with them directly?

Employees at both Lowes and Home Depot seem very confused on matters of tool warranty. My friend went through some grief just to get his Husky ratchet replaced at HD. They too acted like they were doing him a favor.

Sears has a much better policy regarding GearWrench. My only problem returning one was a matter of it being in stock at the time.

I went to Home Depot expecting the same issue with the employees about warrantying an item (a Husky 1/4 ratchet). But I was pleasantly surprised when the customer service lady didn't even blink when she scanned it and put it in a bag for me.

I never have tried to return something to Lowes though...

-BWP

 

[94cobra2615]

Run over the whole set with a bulldozer track and THEN bring it in for warranty

 

[hammergodthor]

I went to Home Depot expecting the same issue with the employees about warrantying a wrench when I was returning a Husky 1/4 ratchet. But I was pleasantly surprised when the customer service lady didn't even blink when she scanned it and put it in a bag for me.

I never have tried to return something to Lowes though...

-BWP

I've got one local sears I refuse to go into, EVERY time I go in there the employees don't know what their talking about. The store's stock is always low, and they never know whats on sale, or they're all sold out. I tried ordering something twice and it was a nightmare, I could go on for a VERY long time about them. The next closest store is great, though.

My guess is its all about the manager. If he's like Michael Scott (The Office) the store will be a disaster with poorly trained employees who have absolutely no idea what to do. I would chalk this Lowes experience up to an idiot manager.

 

[DHS]

I am a pretty quiet person until I think I am getting screwed then I will get loud, and sometimes that is all it take. They will walk all over if you let them.

 

[Rockaholic555]

CaptainSlow, with almost all corporate stores you just have to stay put until they make you happy. That being said I'd just file a complaint about it and you'll more than likely get a response that you'll like. I'm not saying it's good to be mean to those in customer service because I've dealt with weird customers, but there is no excuse for confused employees or the "i'm doing you a favor" attitude.

 

[nate379]

I've never had trouble, but I spend 2-3k a month there... Let's just say they know me!

 

[comedyman809]

this thread should be titles" Buy good tools"

i dont buy hand tools from lowes or home depot unless its klein or channellock.

 

[CaptainSlow]

Quick update, I emailed Lowes corporate last night and got this reply:

Hello Sir,

Thanks for your recent email. I'm sorry for any inconvenience you may have experienced during your tool return today.

I've asked that a member of the senior store management team contact you regarding your experience. You'll hear from them within 24 hours.

If there's anything else I can help you with, please let me know.

Have a nice day.

Sue
Lowe's Customer Care

I'll let you know what happens.

 

[Major Ramifications]

On the ratchet, I would have taken it apart, cleaned it and relubricated it before I brought it back. That usually fixes the slipping ones.

 

[DARKSCOPE001]

I had something happen to me like this. I bought a ratcheting screwdriver with a 5 position locking head. and the ball that retains the lock fell out and rolled into no mans land. So I took the driver back to lowes wanting a replacement. The lady said that she needed everything that went with it. So I go back home and get the cary bag and bits that come with the driver. She then tells me she needs a drivers licence? Wtf?!?! how do you need a drivers licence to return a tool? anyways my wallet had just gotten stolen so I had no id. Had to come back with my mom and she had to return it. The lady that helped us there looked at it. asked me to go get a new item off the shelf. So I did and brought it back to her and she examined it as best she could. Then proceded to cut the package open! after I had brough in all the pieces she took out the ratcheting driver and traded me instead of giving me all new. WTF

KOBALT IS GARBAGE

 

[geaugafletcher]

Let me translate that letter from Corporate for you:

Hello Sir,

Here's a few nice words to mollify you.

Now then, we're not at all interested in dealing with consumers, so we'll ask the same bozos that previously gave you bad service to give it another go.

With any luck, you'll be sick of it by that point and will quit bothering us.

Good luck,
Faceless Corporate Drone



On the other hand, your inquiry might actually have called a little thunder down on that store's management and there's some corrective action taking place behind the scenes. One can only hope.

 

[turkdc]

When the store manager contacts you, you need to express extreme anger and indignation towards the way you were treated. Let them know that their service sucked and that you don't plan on shopping in their craphole establishment anymore.

That will usually be met with a "what will it take to get you back?" question. Play your cards right and you might get a $50 dollar store credit out of it... You might want to point out that you are posting negative comments about them on Garage Journal...

Good luck and welcome to the boards.

 

[Lump]

I once broke a tiny Craftsman ignition wrench, on an obscure nut which I could not reach with any other wrench in my box. I took it to Sears on my next trip, and at first they were baffled. They wanted to help me, but they don't sell ignition wrenches one at a time, and were not supposed to open sets. They asked if I minded if they brought in a manager for a decision, and when that lady got there, she had to think about my problem. Then she finally realized that Craftsman makes OTHER open-end wrenches in that size, but which are much heavier-duty than the common polished "flat" wrench I had broken. So she gave me one of those. Otherwise, she said, I would have had to bring in my set for total replacement. I asked what would have happened if I am missing one or more of my other wrenches from that original set. That stumped her again for a moment...but then she said, "Don't worry. I'm not sure HOW we would have solved it, but we would still have replaced that wrench for you one way or another." That was good enough for me.

 

[Intel]

Basically you are running into the issue to where they do not want to break up a set to give you one tool. Would rather take back the whole kit so they can RMA it to the origional company. Otherwise it is considered a loss for the store. Just basing this on when I worked in hardware at Home Depot.

3 years ago the issues wouldn't have come up, but that was when people were returning lawnmowers after using them all summer and abusing the system. So the rules became a bit more strict.

I always have to watch when I return tools to sears as they try and give me the **** basic refurbished stuff when I brought in craftsman pro.

 

[crewchief888]

i bought a lincoln promig 140 from lowes a few years ago, about 3 weeks later it stops working, so i called lincoln to try to troubleshoot the problem. after a few minutes with lincoln, he asked where i got the welder from. i told him lowes, his answer was take it back to them, they'll replace the machine for you.if you have any trouble, here my direct line
i loaded it up walked up to the service desk, and told them, this welder dont work anymore. within a few minutes the tool manager set a new welder on the counter for me. i started to open the box and remove the welder, but he hold me "take it all", my answer, "all i brought in was just the welder, not the spare roll of wire or extra contact tips" "take it" was his response
by then the young cashier had fiished up the paperwork, and i was off !

 

[aar0s]

sent my wife in (i was at work) to do the ratchet switcharoo with them a few months ago.
first off, I tried this a year or so ago and was told that because i didn't have my DL on me they couldn't do it. Wife walked in there and the guy number one at the counter couldn't be bothered with it, guy number two was totally incompetent, finally she got to the manager who called over a guy my wife described as "moses" and got the ratchet swapped out. She said that she was in there for about 45 min. to get this done.
Ill buy C-man, Snap-on and SK from now on.

 

[JSBriggs]

Basically you are running into the issue to where they do not want to break up a set to give you one tool. Would rather take back the whole kit so they can RMA it to the origional company. Otherwise it is considered a loss for the store. Just basing this on when I worked in hardware at Home Depot.

3 years ago the issues wouldn't have come up, but that was when people were returning lawnmowers after using them all summer and abusing the system. So the rules became a bit more strict.

I always have to watch when I return tools to sears as they try and give me the **** basic refurbished stuff when I brought in craftsman pro.

What is so hard about an employee grabbing a set off the shelf, opening it up, exchanging the broken for a new one from the set. Then handling the RMA on new set because it has a broken wrench in it (preferably AFTER the customer leaves). Why should the customer bear the burden instead of the employee or the company? Its not like the clerk needs to understand Black-Scholes, or the theory of relativity, its exchanging a broken wrench!

-Jeff

 

[CaptainSlow]

Basically you are running into the issue to where they do not want to break up a set to give you one tool.

Actually, they had the single tools I needed right on the shelf. That's what I liked (notice, past tense) about Lowes, they always have single items, not just sets.

 

[CaptainSlow]

I've asked that a member of the senior store management team contact you regarding your experience. You'll hear from them within 24 hours.


The 24 hours is up, I have not been contacted so far. Time for another email to Lowes.

 

[Teken]

Trust me its all lip service . . . Go down there and ask for the Manager, let them see a face instead of a number . . . Get a guy, not a girl to speak too, as it always ends up being 50/50 dealing with woman in my experience with tools in a retail environment . . .

 

[Dust]

Lowes and Home Depot have a problem with customers buying tools, using them for a single job, then trying to return them. They also have a problem with people stealing tools and then trying to return them for store credit.

I worked the returns counter at Home Depot for years, and was a Head Cashier and had to approve or deny returns many times.

We used to be quite accommodating with our returns policy, but unscrupulous people really started taking advantage of it, so we had to tighten up.

One tip: bring in the receipt. We're much more likely to just swap out tools if you have the receipt. Lifetime warranty or no, if you don't have the receipt the returns cashier is more likely to think you're trying to rip off the store, especially if there's no part number or SKU anywhere to be found on the item. It may be profiling and not as customer friendly, but them's the breaks.

 

[Teken]

Lowes and Home Depot have a problem with customers buying tools, using them for a single job, then trying to return them. They also have a problem with people stealing tools and then trying to return them for store credit.

I worked the returns counter at Home Depot for years, and was a Head Cashier and had to approve or deny returns many times.

We used to be quite accommodating with our returns policy, but unscrupulous people really started taking advantage of it, so we had to tighten up.

One tip: bring in the receipt. We're much more likely to just swap out tools if you have the receipt. Lifetime warranty or no, if you don't have the receipt the returns cashier is more likely to think you're trying to rip off the store, especially if there's no part number or SKU anywhere to be found on the item. It may be profiling and not as customer friendly, but them's the breaks.

Everything you have stated makes sense to me . . . But, some other factors need to be considered and realized . . .

Often times the thermo receipt is useless after *** days, weeks, months, good luck if its years! You can't read a ******** thing off of the receipt!

Returning a tool . . . The seller (HD / Lowes) has to use common sense, if I am walking into the store to exchange said tool, why the **** am I there?

To get it warrantied, and exchanged for a new one! This has no baring on having a receipt or anything else for that matter . . . Guy walks in, needs a tool replaced under the warranty process which both vendors have agreed to accept on behalf of said vendor . . .

No one can reason that some random person is stealing anything! He is bringing in a broken tool, doesnt matter if it was found on the side of the road its broken, it requires replacement . . .

No where does it state the following is required from the buyer or burden of proof . . .

At the end of the day some clown aszz in some glass hut decided to get into the tool business and never ever intended to support said tools with the warranty that common people expect, this I have heard countless times from the DM from both stores!

Sorry for the rant, but this is one of the key reasons I have never purchased any major tool from these vendors because when its time to cash in, all you get is grief!

 

[GeorgiaHybrid]

In the last 12 months, I have had the Mac dealer, the Matco guy and my buddy on the Snap-on truck warranty tools for me. I have never seen the Mac guy again, I have bought some things from the Matco guy and a LOT of Snap-on gear. I don't have or work in a shop (other than my home garage on all of the family cars) and I did not have a SINGLE problem with getting a tool replaced.

Sears wouldn't give me a kit for one of my ratchets and wanted to replace it with one that looked like a reject found in a scrapyard. Mine was pristine and still looked new despite 15 years or so of hard work. The Mac ratchet gut kit was replaced despite the fact that I had never seen that driver before and I bought the ratchet in the early 70's and did not have a receipt.

Same thing with the Matco guy and the flare wrench that he made up and several items from Snap-on (worn out impact swivel, one rat kit and two screwdrivers). No questions, a smile on their faces and a welcome on their truck to take a look. I have never got that service from Sears, Home Depot or Lowes although the local Lowes is better than most. They will replace their own line of tools easily but don't like to replace the others they sell (Klein, IR, etc.).

 

[Walterchang]

I was at a Home Depot in beautiful San Fernando returning something. Anyways there was one lady in front of me with her shopping cart of kids (3) total. She was trying to return circular saw blades like a stack of mismatched used blades proably 15 or so. Anyways the clerk starts giving her a hard time makes her give him her info. As she is reciting it the clerk stops her and I forms her that she has been flagged in the system for excessive returns. The clerk then punks her saying we don't even sell some of these and that they have been obviously used. He proceded to as he put it ban her from ever returning anything at Home Depot. He called security over and she was escorted out. Can any one guess what language she spoke?

That's why it's hard to return things these days.

 

[Teken]

I can see if its something they don't carry that goes with out saying thats just out and out fraud, and stealing . . . My point is simply if I walk in to the store with the obvious Kobalt tool etc . . .

Who the hell else sells and carries this POS tool? No one . . .

Why would I have to have a receipt when my sole intention is to have it replaced, not get a credit etc. That doesn't help me fix the vehicle or what ever it is I am intending to use said tool for!

I agree there are probably countless scammers out there trying to work the system but that is the what?

5%?

Bottom line neither of these two companies will ever see a cent from me for any hard line tools because they are a joke in terms of service after the sale!

I personally know the DM of the one store, and when I have to ask a simple Q about a return like this and get a half assed answer from the top dog . . .

That doesn't bold well for the average consumer who has zero connections in my opinion . . .

 

[Rickster]

One thing I like to do when exchanging tools at Sears is bring my broken tools in in a bag. Go and assemble all the tools I'll be replacing off the floor. If I need a guy to open a cabinet I ask him to do so. Get everything on my own THEN go to register and place my bag-o-broke stuff on the counter. Now if they say "No" then they know they'll be putting it away.

 

[Mike662]

Had a good experience yesterday with the warranty on a Husky torque wrench at my local Home Depot. It was an older wrench, one of several I have. I bought the wrench while living in a different state, and didn't have a reciept.

Having no experience with the HD/Husky warranty, I expected a problem. I really expected a problem when I saw that the current version of the wrench is about 6" longer than my old one.

I was pleasantly surprised when, after checking with the manager, the clerk's response was "well, it's the same part number, and these are warrantied for life, so you're all set". The whole process took about 5 minutes. She even printed me an extra copy of the reciept for the replacement wrench, "in case this happens again".

My guess is that these things vary from store to store....the HD in my area seems to be really on the ball overall.

 

[CaptainSlow]

Alright, another update. I got this email earlier. I'm too tired to deal with it today, so I'll call tomorrow (Friday) and see what happens. I'll let you guys know.


"I am the store manager at your local Lowe's store. I am informed that you had an issue regarding a return at our store. I would have called you but I did not have your phone number sent to me. Can you please call me at the store at your convenience. Thanks

Ben Duncan
Store Manager"