Lowes vs Sears Warranty

[sometoyotaguy]

Lowes claims to have a no hassle warranty like Sears, but I don't have any experience with it. If I buy some ratchets and other hand tools, can I expect them to be replaced if they fail?

I'm sure this has been beaten to death, but I didn't see any specific threads.

 

[Ign]

Also I've got a set of Kobalt bolt cutters I use to cut ag fencing. Supposed to have a lifetime warranty, no hassle, etc. Anyone ever tried to swap out bolt cutters 'cause the blades were dull??

On a different note, these were quite a bit more expensive than the cheap red-handled chinese cutters, but they are pretty damn nice and have held up well. Still, I figured some of the extra expense was just Lowes CYA for the inevitable warranty claims....

 

[ajchien]

There's a higher chance the person working the register as sears knows about the warranty. I think most that work at sears know about the warranty. However, you almost always have to talk to a manager at lowes, as few there know about the warranty.

 

[pop pop]

Only one experience. Bought side cutters (china) and damaged the blade. Carried back and the exchange was strange but effortless. Actually returned for present store price credit and repurchase new one. But, left with a new one fairly effortlessly

 

[Trucky]

I've had to return a few *broken* tools to Lowes.. needed the receipt, credit card, all this BS. Did I get a new tool? Sure. But did it take 5 minutes longer than I would have liked? Bingo. '

I much prefer Sears. "Oh, you only put a 20 foot cheater pipe on that 1" wrench and completely split the ends? Not the best I've seen. Here, have another one."

 

[rlitman]

I've had to return a few *broken* tools to Lowes.. needed the receipt, credit card, all this BS. Did I get a new tool? Sure. But did it take 5 minutes longer than I would have liked? Bingo. '

I've never had that experience. I have had to sit at the customer service desk (which is usually something like half a mile from the tool section), to wait for someone in the hardware aisle to show up, and get the correct replacement.
Most times, I've been sent to pick the replacement myself, and then a manager just approves it. Worst case scenario, there is no exact replacement. Then you've got to wait for the hardware guy to confirm that what you've found is the "correct" replacement.
Still, I've NEVER had to present a receipt for a "lifetime" warranty hand tool replacement. Ever. Not at Lowes, not at Sears, not at HF, not at HD, not at Ace (and I've had things replaced at all five).

Sears is a little better about this, because the computer cross links the old part numbers with the replacements, and because you're in the hardware section when you're getting a replacement.

 

[Trucky]

I've never had that experience. I have had to sit at the customer service desk (which is usually something like half a mile from the tool section), to wait for someone in the hardware aisle to show up, and get the correct replacement.
Most times, I've been sent to pick the replacement myself, and then a manager just approves it. Worst case scenario, there is no exact replacement. Then you've got to wait for the hardware guy to confirm that what you've found is the "correct" replacement.
Still, I've NEVER had to present a receipt for a "lifetime" warranty hand tool replacement. Ever. Not at Lowes, not at Sears, not at HF, not at HD, not at Ace (and I've had things replaced at all five).

Sears is a little better about this, because the computer cross links the old part numbers with the replacements, and because you're in the hardware section when you're getting a replacement.

I always need receipts at Lowes. Not sure if it's just the local stores policy, but they seriously hassle with you if you don't have it. Maybe we just have a few people at the desk that have been working a bit too long at it.

Especially if you paid in cash. With a card and ID they can look it up, and i've had that done before. Needless to say, I really prefer to buy my tools elsewhere.

 

[barcalo]

I am not a fan of the return process at Lowes or Home Depott, but I have never had to return a tool due to failure there but I do not buy Kobalt or whatever HD's store brand is but with a receipt I have had drama returning items that were unused and in new shape. Sears usually has minimal drama but is increasing, and the last time I took a broken socket wrench in they gave me a not so pretty refurb (that worked well it was just cosmeticly flawed).

 

[rlitman]

I have been told at Lowes by someone at customer service that I had to send a Kobalt tool back to the manufacturer (heard the same story at HF, regarding a Pittsburgh tool).
It's hard to imagine how dumb some of the people behind the counter are, but persistence has always paid off for me.

 

[eljefino]

Lowes was effortless for me. Turned in a crummy 36t ratchet from a clearance fathers day socket set. Got a niiice 72 pt one off the shelf to replace it. Looked slightly different which thwarted them for a few seconds.

 

[rhastings80]

They replaced a Kobalt tape measure for me no questions asked that had broke.

 

[G_P]

Home Depot and Lowes have a good return policy as long as they are still selling the tool you want to exchange.

HD is well known for "special buy" tool sets that are available for a month or so and never made again. They cant exchange it because they don't have any more and never will!

Pretty much any tool sets you buy at HD on or around Black Friday are limited runs and once sold out they are gone forever as they will just come out with a different set next year.

Regular stock tools are totally different. They will exchange them no problem.

 

[vavet]

I had a Craftsman 4 piece mini hook and pick set. I broke 2 of them. I took those 2 in to my nearest Sears store, selected the same 4 piece set and took them to the register wanting to just take out the two pieces that I needed from the set. They don't sell the individual pieces.
They explained to me that they could not break up a set. I reiterated that the other two pieces I had were not broken and if I just just open the package, give them the two broken ones and take the two replacements then I'd be on my way as a satisfied customer. The end result would be the same, I'd have a complete non-broken set, they'd have a complete set with 2 broken pieces. Then the cashier called over a manager.

"Now we're getting somewhere" I thought to myself. WRONG! The manager explained again they could not break up a set. Oh boy...this is hopeless. I finally left, defeated by the people who make me smarter than the average. I returned a few days later with my entire set and left with the new set.

*sigh*

 

[jim2664258]

Also I've got a set of Kobalt bolt cutters I use to cut ag fencing. Supposed to have a lifetime warranty, no hassle, etc. Anyone ever tried to swap out bolt cutters 'cause the blades were dull??

On a different note, these were quite a bit more expensive than the cheap red-handled chinese cutters, but they are pretty damn nice and have held up well. Still, I figured some of the extra expense was just Lowes CYA for the inevitable warranty claims....

A dull blade is a warranty replacement? Jesus, come on.

 

[Ign]

Still, I've NEVER had to present a receipt for a "lifetime" warranty hand tool replacement. Ever. Not at Lowes, not at Sears, not at HF, not at HD, not at Ace (and I've had things replaced at all five).

Checker Auto tried that on me with a Powerbuilt all-sixteenths where the worm gear had seized up. I was baffled as it's clearly stamped "Powerbuilt," why would a receipt be necessary for a manufacturer who claims lifetime warranty?

I emailed this exact argument to CSK corporate, and 8am the very next day the local store was calling me apologizing, and asked me to bring the wrench in for immediate replacement.

 

[geologist]

A dull blade is a warranty replacement? Jesus, come on.

+1

 

[shoturtle]

The lowes I go to you just go to customer service right by the entrance. There you deal with the warranty issue. There is a big bin that is mark tools warranty. No need to see the people working at the register or the floor.

 

[Ign]

A dull blade is a warranty replacement? Jesus, come on.

Well, several things:

1. Given the considerable cost difference of the 24" cutters over the no-name of the same size, I wanted some recourse if these turned out to be nothing more than the red chinese ones with blue paint. I've gotten enough use out of them that I'm not likely to try for warranty replacement, plus after hundreds of cuts the blades are still in very good condition.

2. IF Lowe's will do it, why not? The bolt cutters came with a little tag on them clearly stating lifetime warranty, and no wording about exempting any part of the tool. I've certainly warrantied brake pads and shocks at O'Reilly because they clearly state they will do it (and they do). In those cases O'Reilly's ploy works because I always buy something else while I'm in the store.

3. I'm not sure it's any different than expecting a ratchet to be warrantied because the pawls wore. Both are wear items, we simply tend to view them differently, but given enough cycles, either a blade or a pawl WILL fail.

4. If a person has ever abused a ratchet even just a little by using it with a cheater or just to break a stuck fastener and then expected it warrantied, this is no better or worse.

 

[jim2664258]

Well, several things:

1. Given the considerable cost difference of the 24" cutters over the no-name of the same size, I wanted some recourse if these turned out to be nothing more than the red chinese ones with blue paint. I've gotten enough use out of them that I'm not likely to try for warranty replacement, plus after hundreds of cuts the blades are still in very good condition.

2. IF Lowe's will do it, why not? The bolt cutters came with a little tag on them clearly stating lifetime warranty, and no wording about exempting any part of the tool. I've certainly warrantied brake pads and shocks at O'Reilly because they clearly state they will do it (and they do). In those cases O'Reilly's ploy works because I always buy something else while I'm in the store.

3. I'm not sure it's any different than expecting a ratchet to be warrantied because the pawls wore. Both are wear items, we simply tend to view them differently, but given enough cycles, either a blade or a pawl WILL fail.

4. If a person has ever abused a ratchet even just a little by using it with a cheater or just to break a stuck fastener and then expected it warrantied, this is no better or worse.

Wow. So no such thing as a wear item. I guess we'll just have to disagree

 

[NastyNate]

Wow. So no such thing as a wear item. I guess we'll just have to disagree

I had a pair of Cman wire strippers that lasted me some time but not long enough. I took the $15.00 hit and bought channellock instead of the exchange. No point in me returning and hating to use a tool every day that performs poorly. I only cut automotive wire (small gauges) and they never touched solid wire. Lifetime warranty ran out on me at 5-6 months or so. While my channellock have lasted a year so far and I wont be returning them for warranty.
I always have a hard time replacing cutting tools. No reason why I shouldnt use the lifetime warranty but if the company doesn't stand behind their product why wouldn't they just limit the warranty for cutting tools to 1-2 years...

abuse=you pay

failure=they pay

worn out tool +/- time used - cost of item X company name + (truckbrand price - store brand price) / how shiny it is = who the **** cares its lifetime warranty...

They wouldnt have put it on the package if they didnt figure the % of warranty claims they would end up covering. Make a better tool if you dont want returns. They figure this stuff out well before a product hits our hands.

 

[NEB Scout]

I had a Craftsman 4 piece mini hook and pick set. I broke 2 of them. I took those 2 in to my nearest Sears store, selected the same 4 piece set and took them to the register wanting to just take out the two pieces that I needed from the set. They don't sell the individual pieces.
They explained to me that they could not break up a set. I reiterated that the other two pieces I had were not broken and if I just just open the package, give them the two broken ones and take the two replacements then I'd be on my way as a satisfied customer. The end result would be the same, I'd have a complete non-broken set, they'd have a complete set with 2 broken pieces. Then the cashier called over a manager.

"Now we're getting somewhere" I thought to myself. WRONG! The manager explained again they could not break up a set. Oh boy...this is hopeless. I finally left, defeated by the people who make me smarter than the average. I returned a few days later with my entire set and left with the new set.

*sigh*

I had a similar experience at sears, but without the happy ending. I was trying to exchange a little 90 degree screw driver that apparently only comes in a set. They told me the same thing...bring back the whole set and they could replace it. Wow thanks I thought 1. I live about 90miles from the nearest sears and 2. Since I got that set probably 10+ years ago who knows where the rest of the screwdrivers are.

I realize that a screwdriver worth less than a couple bucks isn't worth getting to worked up about but what the point of buying something with a lifetime warranty if you can't get it replaced? Oh well.

 

[billymade]

HF now requires a receipt/proof of purchase for all warranty returns...

 

[geologist]

HF now requires a receipt/proof of purchase for all warranty returns...

I see they've taken a lesson from Craftsman's Evolv line.

 

[tankhall]

The biggest difference is Sears actualy has a warranty. I bought a kobalt tool at lowes in Leesburg Fl it broke like a twig on my first attempt to use it. Lowes said "wear and tear" no replacement !

 

[woody 73]

Very old post but lowes will replace it Something about how they teach their staff (or lack of it). I have had some problems in the past but go into the store find the tool that comes the closest to your broken tool (exact match is best) and take it to the counter and go from there.

 

[Brownsfan]

I returned some Kobalt pliers because they well sucked. I got store credit and bought Knipex and Channelock. They rusted and the cutters couldn't cut spaghetti. Was painless.

 

[wafrederick]

Craftsman,you don't get a new ratchet for a replacement now.They refurbish them now except the older ratchets.Craftsman does not warranty their tools under pro use.

 

[drink]

Lowes claims to have a no hassle warranty like Sears, but I don't have any experience with it. If I buy some ratchets and other hand tools, can I expect them to be replaced if they fail?

I'm sure this has been beaten to death, but I didn't see any specific threads.

From what I understand Lowe's has Kobalt tools as their store brand and they are supposed to have an in store warranty exchange program. If you buy a different brand of tools from Lowe's like Irwin they will not provide in store warranty and you will have to contact Irwin to get warranty service. When I tried to get Lowe's to exchange a broken pair of Irwin vise grips I had received as a gift they refused and said to contact Irwin. So far I have not purchased any Kobalt tools so I cannot tell what type of experience I would have had with warranty from them.

Sears does the same thing. They have Craftsman as the store brand with in store warranty service. During the past few years I have noticed a lot of people saying Sears gave them a hard time when they tried to get warranty service for Craftsman tools. The last time I tried to get a brand new pair of defective Craftsman Professional pliers exchanged the associate appeared to have no experience in Craftsman tools and they would not order a new replacement. They even went as far as asking for a receipt and gave the impression I was doing something wrong when I didn't have the receipt along. I had to go to Sears management and it took about 60 days to get them replaced. It was the first time I had ever had a difficult time with Sears getting Craftsman warranty service on a tool with a forever warranty.

 

[HomeTheaterMan]

My experience with Lowe's was similar to what was posted above. I broke a hex socket and took them back. They said I had to get store credit for the current selling price of the socket set. I then had to go use this to purchase a new set. It went fairly smooth, just seemed a bit odd.

I've warrantied a ton of stuff at Sears. It's mostly been a simple exchange, but I've had a couple of issues. One was mentioned above. I broke an extension that only came in a set. They refused to open the set to replace just that item for me. I went back later and that employee opened the set and gave me the one I needed although it doesn't seem like that's their official policy.

The next issue is on ratchets. They insisted on making me turn my good ratchet in for some rebuilt POS that wasn't in nearly as good of shape. I did it against my better judgement and on my first time using it, I broke it. I took it back and they only had one rebuilt one left. They tried to make me take it, but it was covered in rust. I had them call manager and told them I already tried and broke on of their refurbished ones, I was in the middle of a job and they closed in 5 minutes, and I wasn't taking a ratchet covered in rust. I demanded a new one and the manager agreed giving me a new one off of the shelf. However, it still ended with my trading a made in the USA ratchet that had always been good to me for one that's not made in the USA and has tons of play in it.

Other than those two experiences, I've had great luck at Sears. I've exchanged lots of screwdrivers, several sockets, a breaker bar, etc.