Lowes kobalt customer service

[Imamused33]

Sockets for life is a different beast and a rip off to be sure, but that's not what I'm talking about. Call 888-3KOBALT and press #1 for the warranty prompt. You'll hear that friendly gentleman tell you that most Kobalt hand tools have the lifetime hassle free warranty, that you don't need the receipt, just the tool, etc. It specifically talks about hand tools - not sockets - so I don't think there is any confusion, just mismanagement and corporate apathy. Which, of course, equate to ****** customer service.

You're completely correct. However, if you need to return a tool without a receipt, you still have to have show ID. It's still "hassle free" because they're honoring the guarantee, but they still have to fill the return policy. It even mentions this at the end of the recorded message. When it says "current return policy".


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[jacked_72]

Finally, someone agrees with me!! And honestly, I don't have an issue with showing and ID, its just not what they advertise. If the "return" policy is really the same as the "warranty" policy, so be it. If its hidden in the "fine print" that's fine too if they'd let me know where the fine print was. The stores and the human beings at Lowes just all need to get on the same page. I stopped going to Lowes regularly when they stopped carrying 1X4 lumber at my local store and haven't looked back. I get much better service and far less frustration from Home Depot and Tractor Supply (with some glitches, of course).

 

[tweedlestan]

No, it's business. There has to be a level of accountability. There has to be checks and balances. No manufacturer wants to give their product away for free. Even with a lifetime warranty.


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They're not giving tools away for free. They're replacing defective tools under warranty.

 

[tweedlestan]

You're completely correct. However, if you need to return a tool without a receipt, you still have to have show ID. It's still "hassle free" because they're honoring the guarantee, but they still have to fill the return policy. It even mentions this at the end of the recorded message. When it says "current return policy".


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********. Plain and simple.

If you're correct, why do some Lowes stores NOT require ID or a receipt?

 

[jacked_72]

If you're correct, why do some Lowes stores NOT require ID or a receipt?

This is exactly where the bad customer service (title of the thread) is. Lowes obviously can't enforce their policy (whatever it may be) uniformly and as a result, they cause threads like this.

One more thing: Their policy for warranty of defective tools is not written down anywhere that I can find. It's certainly not on the Kobat.com website. (The 'sockets for life' program is, but that's not what we're talking about.) The CSR says one thing, their recordings say another. Again, poor customer service. They can have whatever warranty they want, but with all the inconsistencies, it leave the consumer with a bad taste in his mouth.

 

[Imamused33]

********. Plain and simple.



If you're correct, why do some Lowes stores NOT require ID or a receipt?

Because they're people, and people make mistakes. Some might be great at their job and still not know the rules 100%. That's everywhere, not just retail stores. That's why I make it as simple as possible, to avoid any confusion if I need to return something.


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[jacked_72]

People do make mistakes and that is certainly true. I don't think that what we're seeing with the inconsistent approach to warranties and contradictory information being given out by Lowes/Kobalt. I think its poor communication by Lowes to the stores and perhaps from the stores to the personnel. Lowes does not (so far as I can find by searching on Lowes.com, kobalt.com and calling 888-3kobalt) publish its warranty on hand tools. Without taking that step, its no wonder that their people give inconsistent approaches to it, even in the same town. When I called the 8883kobalt number, I got a snippy woman who frankly gave me a hard time. I asked to speak to the manager in charge of the department to get to the bottom of the issue and was told that he would call. He never called. While all this could be just a string of mistakes, I think its more than that. Call it mismanagement, turning a blind eye, incompetence, etc. The net result is the same thing -- unhappy customers. If I were Lowes, I'd want to talk to people and get feedback and figure out what needs fixing. Lowes, however, doesn't seem to care based on its management not making the effort to return a call. Lowes is a publicly traded company. I'm sure they've got people surfing the internet to get feedback such as this. In fact, some of the responses in this thread think that your one such person. If it were me and I were running the show, I'd want as much information as possible so I can fix issues like this. Otherwise, the customer base just moves on and you're wondering why your sales are down. Now, Lowes may be so big that tool sales and lost sales on a screwed up warranty program seem like rain drop in the ocean, but that will translate into other lost sales. I know Home Depot has a huge push on to improve customer service while Lowes seems to not give a crud. Its their store and they can run it however they want. I, however, have a choice in where I choose to shop and they've made it easy for me.

 

[tweedlestan]

Because they're people, and people make mistakes. Some might be great at their job and still not know the rules 100%. That's everywhere, not just retail stores. That's why I make it as simple as possible, to avoid any confusion if I need to return something.


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So what you're telling me, is that when Lowes follows their warranty as described on the packaging of every Kobalt hand tool, it's only by accident?

Gotcha.

 

[tweedlestan]

Here's the Kobalt warranty as stated on the packaging:

"LIFETIME HASSLE FREE GUARANTEE. You should never have a problem with your Kobalt tools. However, if you do, return the item to the place of purchase for a free replacement. No questions asked."

I REPEAT. HASSLE-FREE. NO QUESTIONS ASKED.

 

[The Common]

I think I spook to the same rude *** woman when I called Kobalt a few weeks ago. While I was waiting on hold I heard the same message and in the end of the conversation hung the phone up PISSED. I called a 1-800 Lowes number, made a complaint and a supposed “case” I was told my local store manager would call within 24 to 48 hours to work something out, it never happened. I had bad customer service from the woman at the return desk, the guy working the tool department, the rude *** woman at the Kobalt number, their 1-800 CSR and the local store manager that never made contact as promised. So, no resolution.

You going to help me out shill? LOL. No, because you are the kind of Tool that is not useful.

With that bunch of complaining said, it is still easer to work with Lowes and Kobalt then Apex tool group on tools. Lowes will warranty-exchange eventually just after much hassle. Besides the Craftsman warranty the next best for a box store would have to be Harbor freight. I have been trying to stay away from both when possible. I hoped Lowes would fill that "cheep tool" gap. Perhaps they fear the same losses as K-mart-Sears/Craftsman is experiencing on hand tools. Lowes still uses Danaher tool group according to the rude *** woman on the phone, so exchanges should be no problems, with no questions. But I have read and witnessed a complete change in their line as I am sure you all did. Personally I will take the newer Taiwanese line over the old Danaher line and that may be what the problem is. Before the switch I had no problems with exchanges. Kobalt is the Lowes brand so I will accept the manufacturer changes so long as they don’t play games with the warranty.

Hassle free should be hassle free. I bought six Kobalt ratchets within the last year, 5 from the store and one on-line. One more problem with exchanges and I will be dumping them back on Lowes one way or another. This will then cause me to make blanket statements like this one, Kobalt is junk. Hopefully Lowes doesn’t want that. If they clean up their customer service on tool exchanges, we (Lowes and I) are all good and Kobalt isn’t all junk. I like the 72 tooth long handled teardrop flex head now if they would have just incorporated a locking handle……..and a sealed head…..changed my mind its junk Lol.

Just to spread the love last week Mack tools told me they were not obligated to replace my 3/8”, 1 1/4” wobbler extension over the wobbler ball that broke off the end rolled away someplace. I literally laughed at the guy till he exchanged it.

Gearwrench (Apex) wanted me to send them in (out of pocket at first) a bent ratchet for “evaluation” that had never been used. It was that way from the factory apparently. I laughed at her too, I forget her name but she is just about as rude as the women from Kobalt but I am used to her from over the years. Perhaps they get this way from dealing with upset customers all day and Apex is big and good portion of their tools they do not warranty for life. Eventually she lightened up and told me to just take it to anywhere Gearwrench is sold and tell them that she told me to tell them to change it out.

But the rude *** woman with Kobalt wouldn’t lighten up. With her, by the time I got off the phone all decorum was out the window. I felt like going to Lowes and throwing the bad ratchet through the window like the 1975 (and still running) “if you’re not satisfied” Discount Tire Co. commercial.

 

[Imamused33]

Here's the Kobalt warranty as stated on the packaging:

"LIFETIME HASSLE FREE GUARANTEE. You should never have a problem with your Kobalt tools. However, if you do, return the item to the place of purchase for a free replacement. No questions asked."

I REPEAT. HASSLE-FREE. NO QUESTIONS ASKED.

I agree with almost every bit of what you said. "No questions asked" means they don't care how you broke it, why it stopped working or why you're unhappy with it. And they will return it promptly.... AFTER you show a receipt OR your ID. that's with every warranty. I can't get my car serviced if they don't know where it came from first. They gotta know who to send the bill to. I can't return a faulty alternator without a receipt, unless they saved my personal info at the time of purchase. Sure, companies warranty and guarantee their stuff... But there will always be guidelines that the consumer has to follow in order to take advantage of said warranty, guarantee.


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[90zcar]

Let it go dude


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[Wizzard]

Same here, my other store is pretty clueless as well, I think it might be because Lowes aims for the consumer market where HD goes for the contractor, my HD has all really experienced people for the most part, paint department people are the best, one of the guys is a 20 year painting vet and still does it on the side. The consumer vs contractor is also apparent with the tools they sell for kobalt and husky, kobalt as a **** ton of gimmicky stuff compared to husky for the most part does not have any except for holiday time.

Both of the Home Depots in my area are equally as clueless as the two Lowes stores, probably worse than Lowes. Home Depot is mostly part-time workers now so they could get below the new healthcare law working hours mandates.

My aging father always tells me how frustrated he gets with box store employees lack of knowledge, I keep telling him not to even waste his time asking them anything.

 

[tweedlestan]

I agree with almost every bit of what you said. "No questions asked" means they don't care how you broke it, why it stopped working or why you're unhappy with it. And they will return it promptly.... AFTER you show a receipt OR your ID. that's with every warranty. I can't get my car serviced if they don't know where it came from first. They gotta know who to send the bill to. I can't return a faulty alternator without a receipt, unless they saved my personal info at the time of purchase. Sure, companies warranty and guarantee their stuff... But there will always be guidelines that the consumer has to follow in order to take advantage of said warranty, guarantee.


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You're backtracking but still completely wrong.

 

[TOOL FANATIK]

Let it go dude


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I was thinking the same thing...to the both of them. Clearly you just have to agree to disagree.

 

[LordPsychon]

I agree with almost every bit of what you said. "No questions asked" means they don't care how you broke it, why it stopped working or why you're unhappy with it. And they will return it promptly.... AFTER you show a receipt OR your ID. that's with every warranty. I can't get my car serviced if they don't know where it came from first. They gotta know who to send the bill to. I can't return a faulty alternator without a receipt, unless they saved my personal info at the time of purchase. Sure, companies warranty and guarantee their stuff... But there will always be guidelines that the consumer has to follow in order to take advantage of said warranty, guarantee.


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You know, initially I thought "oh great here's a corporate shill" when I was reading your comments but what you have to say now makes a lot of sense. After all what if someone stole something Kobalt from Lowe's, found it was broken, brought it back to get a brand new one all without having to pay for the first one? Or just as bad, bought a used Kobalt tool dirt cheap and tried to get a new one that was worth more money thereby incurring a credit?

 

[Arps]

Ive exchanged a couple. Never had an issue.

 

[jcfields]

.

 

[tweedlestan]

I was thinking the same thing...to the both of them. Clearly you just have to agree to disagree.

It's not a matter of disagreement. It's a matter of Lowe's not honoring their own damned warranty.

Lots of companies will exchange a broken tool without asking you to prove that it wasn't stolen, bought second-hand, or whatever. I've exchanged broken hand tools with Sears, SK, and others without ever having to prove that I bought them. It is not an unreasonable expectation in this market. It's actually pretty much the standard.

And if that is a major problem, consider that there was a full 71 years between the debut of Craftsman tools and the debut of Kobalt tools; if Lowe's didn't know what they were getting into, that's their own fault. If they wanted to require a receipt, an ID, a urine sample, or whatever to exchange a Kobalt tool, that's wonderful, that's their right, but they should state so in the warranty text.

Read the Craftsman warranty page; every single time they want proof of purchase, they say so (including for the entire Evolv line). Read the Husky warranty page; every single time they want proof of purchase, they say so. Read the Harbor Freight warranty page; they specifically ask for "proof of purchase date and an explanation of the complaint." It's not hard.

Kobalt specifically says "hassle-free" and "no questions asked." "Do you have your receipt?" and "Can I see your ID?" are questions and a hassle.

It's highly disingenuous to try and separate Lowe's from Kobalt in this regard, since Kobalt is their house brand and the warranty quite clearly states that you are expected to return it to the place of purchase (not mail it in). Which, in this country, is only Lowe's.

If Lowe's wants to be in this business, they should take it more seriously and make sure their customer service is applied consistently and correctly.

Lowes needs to start taking their customers opinions and complaints seriously. Offering a "no hassle" warranty without following through is false advertisement.

 

[GuyllFyre]

Not to start a snap on/professional tools thread but this is why I spend a little more and buy 90% snap on. It's a better quality tool for one so that limits any need of failure and another thing when I do have an issue I see my snap on guy and he hands me a new one with no conversation about the issue even. I can hand him a broken tool that was around 4 decades before I was born and I get a new one.
When u buy tools u buy them to work. I shouldn't have to copy and save reciepts for everything. The only thing I save reciepts for tool wise is big dollar items and electrical.
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Snap-On has given my father a hard time EVERY time he has brought a ratchet for replacement. He's been doing this since 1968.

Maybe your Snap-On guy is cool but I've never encountered one yet who hasn't given us **** about getting a replacement tool.

Sears can't replace half my tools now, they no longer carry any of them.
The twins of these reside on my local Lowes tool rack.

Sears has a lifetime warranty on Evolv tools but they require the receipt. Which I kept and took advantage of. Receipt has now faded but now I can go buy a HF set for less with the same quality and get less of a hassle when replacing it...

People are the problem.
You should all die so I can go about my business and not have to deal with all of your mental retardedness.

 

[toddacimer]

I really like my Lowe's tracking card. I almost never return anything but letting Lowe's keep track of my purchases means I never need a receipt and they have not once questioned a return including broken tools, defective spray paint cans, or things I bought too many of. For me they have been no questions asked.

 

[MagnumForce]

You can get ereceipts pretty much anywhere now days. Makes keeping receipts a breeze, just search my mail on my phone for the item.

Not a big deal to warranty a tool at my lowes, only ever had to warranty one item, ball broke off a long hex socket. Go in, grab replacement, go to service desk, process it as a return apparantly at even exchange. And out the door.

 

[90zcar]

Nobody ever seems to realize nowadays that almost every public business known to man has a stupid plastic card to "help" their customers by tracking purchases and "save" additional percentage on things. In all reality it doesn't do ****.....only makes us more lazy as a society, plays a big mind trick on us making us think we are getting a deal and just adds extra **** we don't need. You need an extra wallet/key ring to keep all these stupid "bonus cards"
Not to mention did u ever think of all the information you are giving out everytime u register those cards?? Just more reason identity theft is insanely high r now


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[MagnumForce]

Who has cards in this discussion?

 

[Parrothead]

Nobody ever seems to realize nowadays that almost every public business known to man has a stupid plastic card to "help" their customers by tracking purchases and "save" additional percentage on things. In all reality it doesn't do ****.....only makes us more lazy as a society, plays a big mind trick on us making us think we are getting a deal and just adds extra **** we don't need. You need an extra wallet/key ring to keep all these stupid "bonus cards"
Not to mention did u ever think of all the information you are giving out everytime u register those cards?? Just more reason identity theft is insanely high r now


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I certainly get the objection to tracking, but noboyd is verifying your address, and if you haven't set up a seperate email for these things, well, I can't help you there. The few cards I do have are on my smartphone with an app.

 

[90zcar]

Who has cards in this discussion?

Read some and you will hear the "lowes" card being discussed


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[rowerwet]

I gave up on kobalt the first time I had to warranty a swivel head ratchet, they had to call a manager, then it took a half hour to find the replacement. The manager told me, we couldn't find one with the same handle. They did, but it was the last in the store. Kobalt changed from a rubber handle to all metal. They told me I can't ever warranty it again since the design changed. NO MORE KOBALT FOR ME WITH THAT "WARRANTY"!