Lowes kobalt customer service

[american21]

Anyone else ever have a hasle every time they have to exchange a kobalt tool? I've broke about 5 of them in the last 2 years every time they ask for a receipt then if it was part of a set they want to bring the whole set in to replace one tool. and I say I don't need one "hassle free" says right there. Then they need your drivers license and spend 5 minutes at the computer

 

[ihateminimumwage]

That's very different from what I experienced. Walked right in with some old style Danaher era ratchets and traded them out for new fine tooth ratchets. No questions asked. That was a couple of years ago though...

 

[NY_treeguy]

Swapped a broken screwdriver with no problems. Brought it to the CS desk, was told to get new one. Brought it to the desk and she said "OK."

No hassle.

 

[tweedlestan]

Hell yes. Lowes gives me a hard time, every single time. If I don't have a receipt, they want to see ID. Just like in your case.

ID to replace a broken tool? Seriously?

So much for their "no hassle" warranty. Seems like false advertizing to me. I emailed Lowes corporate and they don't seem to care.

 

[AceofSpad3s]

Warrantied a bunch of stuff before, they ask for a receipt but I say no and they do it anyway. If they ask for a receipt or if it was a set just say no and no

 

[trever]

Never had a problem must depend on the store

 

[kts]

It's been a hassle for me too. I got the "need a receipt and the entire kit" when I had a torx socket break. I did that (luckily I happened to find the receipt since I had bought the set a month before) and was then told that the set I had was discontinued. Ended up buying the new set, swapped the broken socket from the old for the good socket from the new and returned the new set to Lowe's.

Also got the run around with a set of Kobalt tongue and groove pliers that broke on me. Lowe's gave me the run around since the version I had was now discontinued and I didn't have a receipt. I ended up throwing them in the recycle bin and I now no longer buy Kobalt tools. No great loss as Kobalt's tool quality has gone downhill over the years.

 

[MrJason]

Anyone else ever have a hasle every time they have to exchange a kobalt tool? I've broke about 5 of them in the last 2 years every time they ask for a receipt then if it was part of a set they want to bring the whole set in to replace one tool. and I say I don't need one "hassle free" says right there. Then they need your drivers license and spend 5 minutes at the computer

I keep my receipts and never had a problem. Granted, Lowes does indicate that a receipt is necessary for warranty requests- it is what it is.

Just find a manager if you encounter a problem. It behooves them to make you happy and make sure you leave satisfied.

Jason

 

[american21]

Brand new vice grips in a set wouldn't stay shut kept springing open

 

[tweedlestan]

Just find a manager if you encounter a problem. It behooves them to make you happy and make sure you leave satisfied.

I talked to three managers at one store and they didn't give a damn.

 

[Tanro]

Last time it happened to me I just went and took a replacement and slammed the broken tool down on the counter on the way out.

In hind sight I should have bought a new one and brought the broken tool back for a refund.

Won't touch kobalt now.

 

[1950mercury]

Glad I only own 2 kobalt tools. They were a gift and they are in my loaner tool box..a crescent wrench and channels...they are garbage hf seems better

 

[Skin]

They use your license to track "returns" without a receipt. I've heard people get a positive response by calling the customer service number and explaining the problems with a particular store. They seem to actually communicate and correct internal issues, believe it or not.

 

[EricBigNally]

I haven't had any issues exchanging broken tools without a receipt. though I've only had to have 2 things replaced so far. Walk in, tell them what's wrong, go grab another one off the shelf and then they do the processing as already been stated about the return/exchange without a receipt. I'm sure it's needed for inventory purposes.

 

[tweedlestan]

Granted, Lowes does indicate that a receipt is necessary for warranty requests- it is what it is.

Not according to the Kobalt warranty. I have been told by multiple Lowes managers that the warranty as stated on the packaging was "wrong".

Just find a manager if you encounter a problem. It behooves them to make you happy and make sure you leave satisfied

Not at my store.

 

[nicksnothereman]

They're trying to get you to use the "tools for life" deal would be my guess. More expensive than just buying it off the shelf.

I get it cheap enough that I don't really care but still...not cool. I shanked part of the blade of one of their precision screwdrivers and didn't bother getting it replaced as of yet; probably won't bother.

You could try the "mylowes" thing but then they'll track everything you do so...just stick with the mainline stuff and you should be okay. The gimmicky stuff probably harder to replace and necessitates a receipt of some sort.

 

[fm2176]

My sole experience was positive: I walked in and headed straight to the tool section like I used to with Craftsman. Grabbed the needle nose pliers I needed to replace and went to the returns desk. They seemed a little confused at first (guess I was supposed to talk to them before finding a replacement), but gave me a merchandise credit to buy the new tool. I actually got around $2 more in credit than the new pliers cost. I guess that could backfire if a new tool costs more than the old version, though.

I know it's apples to oranges, but my neighbor bought a sheet metal shed from the local store last year. After a couple of months we had some heavy winds; I heard a hellacious noise and went outside to find his shed had been blown into the fence. The local store wouldn't accept a return, but after he called the regional manager he got his money back. Was the damaged shed Lowes' fault? Not in my opinion, but it goes to show that finding the "right" manager helps tremendously.

 

[Wizzard]

The problem is the quality (or lack of) of employees working at box stores these days. We are slowly but surely turning into a country with a Socialist style workforce. Just point out the warranty fine print on the packaging that plainly states "hassle free"...end of story.

If they keep giving you static put an email (better than a phone call since it can be reviewed/recorded) in to corporate and they will get a District Manager to straighten out the store most of the time.

 

[american21]

My local Home Depot is amazingly helpful but I don't like husky tools lowes pisses me off every time I go in there and I like kobalt tools for the most part

 

[american21]

Ha! Just went there again to swap a ratchet And It took me arguing with 4 employees that I don't need a recepit to replace kobalt goddamn You would. This they know this by now. Payed 5 bucks more to upgrade from a regular to a low profile

 

[WarrenJ]

Swapped a broken screwdriver with no problems. Brought it to the CS desk, was told to get new one. Brought it to the desk and she said "OK."

No hassle.

I had same experience; quick exchange and no problems.

 

[Marc Benjamin]

My Lowes gives me that no receipt no warranty hassle as well. It's not like they're not gonna do the warranty in the end, they just like to go through the motions.

I think it's because not enough people are warrantying at my store that the people who work there don't know how to handle a warranty exchange.

On the other hand, at my Sears, it's almost automatic, just flash the tool and sometimes they even volunteer to get the replacement for you.

 

[12ozd]

I have no receipt, it was a gift.

 

[jacked_72]

I just called Kobalt to see if I could get an answer from the Horse's Mouth as it were. My advice: stay away.

From the main number, a very nice recorded voice tells you about the Hassle Free warranty: "no questions asked" "no receipt necessary" "all we need is the tool." Sounds good, right?

Just because I'm a doubting Thomas, I went through the prompts and got a rather nasty female who told me that the warranty is in the manual. I explained to her that there is no manual for a ratchet and I wanted to see the written warranty. She told me to look it up by PN on the website. Well, as you might imagine, there is no manual for a ratchet on the website either, so that didn't work. At that point, she finally admitted that you DID need to have a receipt to show proof of purchase because the tool is only warranted to the original purchaser. I told her I just got done listing to the fine voice actor telling me that I specifically didn't need the receipt and she got snippy. Fine, says I, you're giving out contradictory information in the same phone call, but I'd still like to see the written warranty. She tells me they (Kobalt.com/888-3KOBALT) are not the manufacturer. What does that have to do with seeing the written hand tool warranty? I asked to talk to someone over her, but he's too busy to talk. Again, she asks me if I understand that they're not the manufacturer. I told her I did not understand that because I called the Kobalt phone number and I got her. I have no idea who the manufacturer is and I doubt she did either.

Here's my take. If you can get it warrantied in the store, good for you and count yourself lucky. Kobalt (or whoever holds themselves out as Kobalt via their website and 888 number) ain't going to give out any information about their warranty and ain't going to warrant anything without a fight.

I've got very limited Kobalt stuff and I'll keep it that way. I've had nothing but good things to say, however, about Husky's warranty program. They've mailed me things that aren't carried in the stores at no charge to me. To me, that's the way a lifetime, hassle free warranty should work. I really can't explain or understand Kobalt/Lowes.

 

[stonesfan68]

I think it depends on the store. I've had no trouble warrantying the handful of items that I've brought to my local store. I brought in a four-piece pick set because one pick was broken and they swapped out the entire set with zero problems.

 

[sparc]

If you're having problems, I would try emailing [email protected] and asking for a copy of their Kobalt warranty policies. Maybe even reference the store and tools where you're having problems.

It's pointless wasting too much time locally. Better to move to someone higher up to call that store and get their policies sorted out.

The one time I had a Kobalt warranty replacement, it was super easy without even a receipt. I still keep all tool receipts in a folder anyways as all you need is a bad manager of a store to create a lot of hassle.

 

[Wizzard]

I just called Kobalt to see if I could get an answer from the Horse's Mouth as it were. My advice: stay away.

From the main number, a very nice recorded voice tells you about the Hassle Free warranty: "no questions asked" "no receipt necessary" "all we need is the tool." Sounds good, right?

Just because I'm a doubting Thomas, I went through the prompts and got a rather nasty female who told me that the warranty is in the manual. I explained to her that there is no manual for a ratchet and I wanted to see the written warranty. She told me to look it up by PN on the website. Well, as you might imagine, there is no manual for a ratchet on the website either, so that didn't work. At that point, she finally admitted that you DID need to have a receipt to show proof of purchase because the tool is only warranted to the original purchaser. I told her I just got done listing to the fine voice actor telling me that I specifically didn't need the receipt and she got snippy. Fine, says I, you're giving out contradictory information in the same phone call, but I'd still like to see the written warranty. She tells me they (Kobalt.com/888-3KOBALT) are not the manufacturer. What does that have to do with seeing the written hand tool warranty? I asked to talk to someone over her, but he's too busy to talk. Again, she asks me if I understand that they're not the manufacturer. I told her I did not understand that because I called the Kobalt phone number and I got her. I have no idea who the manufacturer is and I doubt she did either.

Here's my take. If you can get it warrantied in the store, good for you and count yourself lucky. Kobalt (or whoever holds themselves out as Kobalt via their website and 888 number) ain't going to give out any information about their warranty and ain't going to warrant anything without a fight.

I've got very limited Kobalt stuff and I'll keep it that way. I've had nothing but good things to say, however, about Husky's warranty program. They've mailed me things that aren't carried in the stores at no charge to me. To me, that's the way a lifetime, hassle free warranty should work. I really can't explain or understand Kobalt/Lowes.

Yup, this is the type of low rate Socialist work force we're speeding towards these days. I can't even begin to count how many times I've had CS reps give me completely wrong answers just for the sake of giving an answer. How hard is it these days to say: "I'm not sure, let me check for you."

 

[tweedlestan]

I'm sick of Lowes treating me and other customers like this. I'm emailing this thread to Lowes' customer service to see what they say. Over 1000 people have viewed this thread so far.

Let's see if we can get their attention.

 

[american21]

i'm sick of lowes treating me and other customers like this. I'm emailing this thread to lowes' customer service to see what they say. Over 1000 people have viewed this thread so far.

Let's see if we can get their attention.

yes!!

 

[woody 73]

Darn shame it all depends on so many wild factors...etc. time of day, helpful or moody employee, weather, Monday or Friday, bad hair day, fight with the boyfriend...

They must pay their employees **** for wages, it is like one big **** shoot. Old story short version I use their lowes card to track everything and the women starts yelling I need a paper receipt when all she needs to do is use my card to check everything...well no go.

After a call to lowes head office they tell me she is dead wrong the plastic card will work, well to late for me the year warranty on my dead roses passes by a few days because I had to go home and print the darn things out and I forgot to do it the week before all the drama at the counter.

I can see a need for employee education.

 

[Imamused33]

They're asking for your ID because you don't have a receipt. Remember, the hassle free part pertains to why you're returning it. They don't care how you broke it, but without proof of purchase, they can't submit the return back to the manufacturer. They need your ID to perform a non receipt return. That has nothing to do with Kobalt or the hassle free warranty. That's a policy that almost all retailers have these days. Make it easy on yourself, save your receipt. You'll be in and out in no time if you need a replacement.


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[tweedlestan]

They're asking for your ID because you don't have a receipt. Remember, the hassle free part pertains to why you're returning it. They don't care how you broke it, but without proof of purchase, they can't submit the return back to the manufacturer. They need your ID to perform a non receipt return. That has nothing to do with Kobalt or the hassle free warranty. That's a policy that almost all retailers have these days. Make it easy on yourself, save your receipt. You'll be in and out in no time if you need a replacement.


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This is fishy. Your join date is today. Your one and only post is giving me and everyone else here the same line of ******** that Lowes gives me.

 

[Imamused33]

This is fishy. Your join date is today. Your one and only post is giving me and everyone else here the same line of ******** that Lowes gives me.

I'm sorry, I wasn't aware of the mandatory waiting period to offer advice on a forum that you recently joined. Please enlighten me on the appropriate amount of time that I should wait before offering my opinion. I was just trying to be helpful, since you seem to have such a hard time understanding the difference between warranty and return. See how they sound different?


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[tweedlestan]

I'm sorry, I wasn't aware of the mandatory waiting period to offer advice on a forum that you recently joined. Please enlighten me on the appropriate amount of time that I should wait before offering my opinion. I was just trying to be helpful, since you seem to have such a hard time understanding the difference between warranty and return. See how they sound different?


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Welcome to the forum, cupcake.

I didn't say anything about a return. Don't try to muddy the waters.

 

[ihateminimumwage]

This is fishy. Your join date is today. Your one and only post is giving me and everyone else here the same line of ******** that Lowes gives me.

It must be a Lowes conspiracy!

 

[Imamused33]

Calm down then, lil buddy. Try to stay open minded when someone is just trying to help. For the record, in order to take advantage of a tool warranty you have to either return it or have it repaired. Nobody repairs hand tools. Hence, RETURN. And thank you for the welcome.


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[tweedlestan]

Calm down then, lil buddy. Try to stay open minded when someone is just trying to help. For the record, in order to take advantage of a tool warranty you have to either return it or have it repaired. Nobody repairs hand tools. Hence, RETURN. And thank you for the welcome.


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A return is entirely separate from a warranty exchange. I'm not asking for cash back on a broken tool. I am only asking Lowes to honor the "hassle free, no questions asked" warranty as stated on the packaging.

And actually, plenty of companies repair hand tools under warranty. But let's not get sidetracked.

 

[Imamused33]

I agree, but what you don't understand is, in order to honor the warranty for you, they have to return it first. That allows you to either purchase a replacement, which gives you a new receipt and warranty, or pick a new tool altogether. Either way, you need proof of purchase or ID. It makes life easy.


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[junkyardjeff]

I have been spoiled by the no receipt needed returns for Craftsmen tools and will not buy any tools where the receipt is needed.

 

[tweedlestan]

I agree, but what you don't understand is, in order to honor the warranty for you, they have to return it first. That allows you to either purchase a replacement, which gives you a new receipt and warranty, or pick a new tool altogether. Either way, you need proof of purchase or ID. It makes life easy.


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You won't last long here constantly insulting other member's intelligence.

I don't need proof of purchase OR identification to get a Kobalt tool replaced. The warranty is very simple. I bring in the broken tool and walk out with a replacement. Like Sears and Craftsman tools. That's not hard to understand, is it?