The Useless Husky Warranty

[NinetyTwoFifty]

Hello all, long time lurker and first time poster here. I'd like to thank everyone here for sharing their expertise, I've learned a lot reading on this forum.

Like many others here a warranty is very important when considering a tool. The Home Depot Husky warranty at first seems to be the same as Sears Craftsman, or Lowes Kobalt.

From their website:
"If your Husky hand tool ever fails, bring it back and we will replace it for free."

Simple enough, right? Apparently not.

Today I went to the closest Home Depot which is 25 miles from my house, to replace two screwdrivers and a ratchet. They replaced my USA made ratchet with a cheap chinese one, but I expected that. The screwdrivers are older soft-grip ones, with the hardened tip and everything. They of course did not have these. The had the regular ones and Husky Pro, which are very close to mine.

I was told that since they did not have the EXACT same item, I would have to bring my whole set in. And when I mentioned that they don't even have that set anymore, the manager said the only thing they will do is refund my money, but only if I still have the receipt. Seriously? That's not what the warranty says.

Here's the store location:
Yulee #6921
463785 State Road 200
Yulee, FL 32097

(904)225-2940

I'd like to ask your advice on this, and if anyone else has had an experience like this, please share it here.

 

[rsieracki]

try a different home depot

 

[lauver]

try a different home depot

+1 odds are good the next store will treat you right.

 

[Chatt69chgr]

They have more than one manager for those places. Wait until the next shift and ask the second manager. As suggested, go to another store. Or, contact the home office in Atlanta. If they still don't give you satisfaction, make sure you file a complaint with the local BBB and make sure Atlanta knows you did this.

 

[amolaver]

escalating through the store manager is the right way to handle this. if you don't get resolution to your satisfaction, definately call the home office in atlanta. be polite but insistent that they be replaced with like or better items. i've only had to replace a couple of cheapy husky tools, but never had a problem and in once instance had something replaced with a markedly better tool when they didn't have an exact match. it did take escalation to the store mgr to make it happen, but once talking to them, it was an easy transaction.

ahm

 

[rsieracki]

forget the BBB and all that nonsense... your going to invest hours of your life you'll never get back and incure untold amounts of brain damage arguing over cheap tools... try a different home depot or different manager

 

[Jayincali]

They have more than one manager for those places. Wait until the next shift and ask the second manager. As suggested, go to another store. Or, contact the home office in Atlanta. If they still don't give you satisfaction, make sure you file a complaint with the local BBB and make sure Atlanta knows you did this.

Actually they only have one manager, all the other so called managers are only ASM's, (Assistant Store Managers) Speak with the main manager, not the ACM.

 

[Damian]

I've had a similar scenario happen with Husky/Home Depot myself. I broke a Husky 13mm socket (common enough, right?) and went to Home Depot to get it replaced under their "lifetime warranty". The fucktard working the tool section had the balls to tell me "oh well, Home depot is getting out of socket sales so we probably don't have that one. Sorry". I proceeded to ask if he could order me one in and replace my broken one when it got there, and that I didn't mind waiting a couple of days. He then tells me "No sorry, can't do that. Call husky or go to their website".....

I can't say I'll never buy a Husky product again, but I'm now fully aware that their warranty is practically a lost cause if HD doesn't carry the EXACT tool in stock. Which will GREATLY hurt their sales through me. As much as I dog Craftsman these days, this is a problem I never have with Sears. EVER.

 

[Homoudont]

I've had zero problems trading in a couple of Husky ratchets that were damaged in a house fire.

 

[hguerrero]

They have more than one manager for those places. Wait until the next shift and ask the second manager. As suggested, go to another store. Or, contact the home office in Atlanta. If they still don't give you satisfaction, make sure you file a complaint with the local BBB and make sure Atlanta knows you did this.

don't waste your time with BBB....this also happened here locally...

http://abcnews.go.com/Blotter/la-business-bureau-chapter-head-bill-mitchell-quits/story?id=12458713

 

[jay50]

They have more than one manager for those places. Wait until the next shift and ask the second manager. As suggested, go to another store. Or, contact the home office in Atlanta. If they still don't give you satisfaction, make sure you file a complaint with the local BBB and make sure Atlanta knows you did this.

Daym, kinda quick to set the dogs on them...aren't ya?

You forgot to say he should also hire a lawyer and sue them....

 

[70chevellegsp]

I had an issue with a 3/8" black chrome ratchet. They only had it in a set and told me they could give me one of the singles, but it wasn't the same. I asked the nice lady at the service desk what to do and she said call the 800 number. I did and ordered a new one. It took about 6 weeks before I called to check the status and they said that they didn't have any Husky marked ratchets but could send me one marked Stanley. I said I didn't care, just wanted one that worked. In the next two days I recieved one marked Husky and then one marked Stanley! Not as convenient as Craftsman, but they don't always give you the same ratchet upon return either. If I didn't have a dozen 3/8's ratchets (mostly craftsman and some snapon), it may have been an issue, but overall I'm satisfied with the service. If you still have the tools that need replaced, I'd call the 800 number, give them the tools part number and have them send you some new tools!

 

[route246]

I have found that the HD store manager can usually work something out in conjunction withe the headquarters customer service people. The last thing they want is bad pub in places like this, believe it or not.

 

[stopdroplol]

Home depot is filled with morons (especially true in the garden section). I seriously doubt half those employees know what it is their selling, let alone what their policies are. I'd just go around until one of the morons agreed to exchange the tools.

I was actually there a couple hours ago to see if they had xylene (some sell them some don't, not sure why). I asked the guy on the paint isle and he was shaking his head before I even finished. I was about to leave it at that but figured it's worth checking. Stroll down to the end of the isle and guess what the second item on the shelf is? Yep, right after lacquer thinner was a big ol' gallon container with the words XYLENE front and center. To bad I didn't want a gallon, especially at 21 bucks.

 

[David79z28]

Actually they only have one manager, all the other so called managers are only ASM's, (Assistant Store Managers) Speak with the main manager, not the ACM.

Also make sure you get the Manager, not the Manager on Duty which is usually an ASM.

Someone at the store should be able to help you.

 

[Hammer1963]

Home Depot and Husky tools are a joke. Another quality tool name from the past with a horrible present and future I'm sure. I tried to warranty a Torx bit I broke ( bought it in a pinch )when my Lisle broke on me during a brake job. First use, it broke. Manager refused to warrant the item basing his decision on the fact I had purchased the tool 2 hours previous to breakage. He said I was up to something and trying to pull a fast one on him. He stated that Husky tools never break on the first use. I LOL on my way out the door. I then Went to Lowes and they graciously replaced it with a better quality Kobalt item. I've been loyal to them from that day when I need a tool in a pinch.

 

[KEH]

Ok, I admit it, I got a Husky 19mm combination wrench at a pawn shop with the open end broken and took it to HD for warrenty. They gave me a phone number to call to get a replacement. Well, I didn't need the wrench anyway and gave it to a friend who likes to work the system. He called the number and a nice lady got his address and sent him a new wrench. He asked if they wanted him to send them the old wrench and they said no, keep it. He gave me the broken wrench and I cut it in two and welded the good end to another wrench I had which had the other end broken. So you can get Husky warrentied, it just requires some effort.

KEH

 

[woody 73]

OK maybe this will help you out a little bit;if you keep this wise little bit of information in the back of your head it should help you out (I do and it works everytime!).

No big shot owner wants to tick you off, think about it this way if you screw your cutomers you will not stay in business for very long!

I have never had any problems period; in a very nice way I point out the store policy,if that does not work I remind them that Mr./Mrs Home Depot CEO would never treat their customers that way and oh by the way what is your name and store location because I need to call your home headquarters with this information. Always be nice and always smile they will get the point!

It also helps that I am not so young (well only 21),cough,cough...but you never take no for an answer,but never get angry.

You must remember that the workers see a lot of people in the course of a day and they don't exactly get rich at the HD.

 

[davidj]

I tried to warranty a ratchet that i got about 15 years ago that broke. it was a 1/4 inch ratchet and it came in a set. everything was marked usa on on. anyway... they wouldnt warranty out the broken ratchet unless i brought in the whole set. my set came in this nice metal case and came with lots of stuff. the sets they have now dont have everything this one came with... after lots of fighting back and fourth I finally got the ratchet warrantied after asking for the manager. It was INSANE! I will never buy another husky tool after having to put up with that ****. I was in the store for like 30 minutes.

how does it make sense to warranty out a whole set of tools when only one item is broken? anyway. their warranty is not hassle free from what I can tell.

 

[Blacknwhitepit]

I must be lucky. I broke a Husky ratchet, took it in, went to the aisle and grabbed a new one, walked up to customer service; they greeted me with a smile, did some stuff on the register, took my old one and put the new one in a bag and said "have a nice day". I was in and out in about 2 minutes....

-BWP

 

[NOTABLAZER]

Hopefully they're ok in my area. I was going through my tools recently and found a husky screwdriver that has a broken tip (imagine that).

 

[Davefr]

I must be lucky. I broke a Husky ratchet, took it in, went to the aisle and grabbed a new one, walked up to customer service; they greeted me with a smile, did some stuff on the register, took my old one and put the new one in a bag and said "have a nice day". I was in and out in about 2 minutes....

-BWP

That's because ratchets are a stand alone SKU. The OP had a component in a set. That can result in a typical Home Crapo runaround.

 

[pipsters]

At Sears they offered to either order me the one piece directly (a universal joint) or I could bring in the entire 3 piece set and get another 3 piece set. Painless. I did the latter.

Glad I didn't buy the Husky Pro screwdriver set!

 

[mikester]

If you call the 1-800 number for Husky dont you get connected to Stanley tool ? Thats how it was a few years ago. One of my friends broke a wrench, called the number and a new one was sent to him that week but it was a Stanley not Husky.

 

[romoman]

^^I've called the 800 number, give them the number on the tool, and they send me a new one, no questions asked.

 

[Mike662]

My advice to the OP is to try another store, since these things seem to vary quite a bit from store to store.

A few months ago, I returned a older Husky 1/2" torque wrench to my local HD. The ratchet mechanism was slipping occasionally. The one they had on the shelf was about 5" longer than the one I had. The girl at the customer service desk and the manager looked at the two wrenches, and said that since the part #'s matched, and their guarantee is supposed to be lifetime, I was good to go. As I was walking away, the girl at the counter yelled for me to come back. She wanted to make sure I had a receipt for the new wrench, "just in case".

Needless to say, I love my local HD. But, judging by what I've heard here and elsewhere, this kind of customer service is not universal at all of their stores. So, definitely try another location.

 

[srmofo]

I had a schlage door set lock up on me in less than a month. So I removed the tumbler and went back with my receipt. It took about 30 mins of trying to explain that I will just remove the tumbler and key set from the new one (even brought my own phillips) and replace it with the broken one, then return it all as defective. For some unknown reason they kept saying it had to be everything. I finally called enough idiots to the counter and someone got it. Or they pretended to get it, I couldnt tell from all the blank stares.

Moral of the story, find another employee or store.

 

[Danglerb]

Home Depot accepts returns like clockwork, never an issue for me, but exchanges on tools, 100% ****. Basically the sku's change too much, many tool sets are seasonal, and they seem to be totally dropping some sections of the tool market like sockets.

With few exceptions I don't buy Husky tools.

 

[zer0cell]

I wonder how many people are buying those holiday special gimmick tools for a few bucks and expecting to return them under warranty if they break.... "but the box says lifetime warranty!"

This thread reminds me of a funny movie called "tommy boy" with chris farley... here is an excerpt:

Here is tommy (farley) trying to sell some break pads to a store:

Tommy: Let's think about this for a sec, Ted. Why would somebody put a guarantee on a box? Hmmm, very interesting.
Ted Nelson, Customer: Go on, I'm listening.
Tommy: Here's the way I see it, Ted. Guy puts a fancy guarantee on a box 'cause he wants you to feel all warm and toasty inside.
Ted Nelson, Customer: Yeah, makes a man feel good.
Tommy: 'Course it does. Why shouldn't it? Ya figure you put that little box under your pillow at night, the Guarantee Fairy might come by and leave a quarter, am I right, Ted?
[chuckles until he sees that Ted is not laughing]
Ted Nelson, Customer: [impatiently] What's your point?
Tommy: The point is, how do you know the fairy isn't a crazy glue sniffer? "Building model airplanes" says the little fairy; well, we're not buying it. He sneaks into your house once, that's all it takes. The next thing you know, there's money missing off the dresser, and your daughter's knocked up. I seen it a hundred times.
Ted Nelson, Customer: But why do they put a guarantee on the box?
Tommy: Because they know all they sold ya was a guaranteed *************. That's all it is, isn't it? Hey, if you want me to take a dump in a box and mark it guaranteed, I will. I got spare time. But for now, for your customer's sake, for your daughter's sake, ya might wanna think about buying a quality product from me.
Ted Nelson, Customer: [pause] Okay, I'll buy from you.
Tommy: Well, that's...
Tommy, Richard Hayden: ...What?


Sure guarantees/warranties are nice but sometimes really all it is, is a guarantee that you will be returning to the store time after time exchanging a little POS that never worked right in the first place... after a few trips, you've spent more money in gas on that piece of **** than you'd have spent if you just bought a top-notch product (with warranty too of course! - even if it's not stamped in big letters on the package)

 

[justin85]

Not to hijack this thread, but does anyone have any experience getting warranty replacement/repair with Irwin? I'm having a heck of a time getting them to even consider honoring their "Lifetime Warranty". I've been using one of their quick-change bit extensions for maybe 60 days, and the quick-change part of it broke, and no longer holds on to the inserted bits. They basically told me to get lost when I contacted them directly.

 

[TN_GARAGE]

1. Be super nice. Too easy for them to say NO to a belligerent customer (not saying you were belligerent, I'm simply saying the humble, nice approach often works better than the "I know my rights and somebody better take care of me" approach).

2. If that fails (again) consider mailing the broken tool to one of the big wigs at headquarters in Atlanta with a nice handwritten note about what your problem is and what you'd like them to do about it (make their job easy). You'll spend more on postage than the tool might be worth, but it'll probably work (they'll probably realize its easier to click the mouse a few times and mail you a new product from their shipping department than it is to spend the time explaining things to you and trying to repackage your item so they can send it back).

I had a pair of Justin boots that ended nicely. Nothing fancy about the boots, but the company treated me well. Only downside was it took me a few weeks to break-in the new pair of boots.

 

[spongerich]

If that fails (again) consider mailing the broken tool to one of the big wigs at headquarters in Atlanta with a nice handwritten note about what your problem is and what you'd like them to do about it (make their job easy).

If you can find the name of the VP of customer service, that's the person to send it to. There's a good chance that you'll not only receive a new one, but you'll probably get a gift certificate or other compensation for your troubles.

 

[SMKS]

Not to hijack this thread, but does anyone have any experience getting warranty replacement/repair with Irwin? I'm having a heck of a time getting them to even consider honoring their "Lifetime Warranty". I've been using one of their quick-change bit extensions for maybe 60 days, and the quick-change part of it broke, and no longer holds on to the inserted bits. They basically told me to get lost when I contacted them directly.

Same here. I won't buy Irwin products, including vise grips. I had a broken vise grips and their web site showed no distributors in my area. I sent them an email explaining this, but they just told me to take it to my local distributor. It's like they didn't even read the email. They also didn't respond to my follow up email.

My only other choice was to go to Lowes or HD and argue with them, which wasn't worth it.

 

[eborcim]

When Homer Depot opened his store in Columbia, MO several years ago, you could warranty US-Made hand tools with their US-Husky brand. They even went so far as to make a tool coffin with a visible lid to put the dead tools in. Man, I wish I had the sense to get with the manager to recoup all the Cman, SO, and other brands I remember seeing in there!!!

 

[bonneyman]

What a hassle!
I emailed Stanley about a rebuild kit for a torched Husky 1/4" I had. They don't do rebuild kits, but they mailed me a new rat in a week. No questions asked, didn't even want the old screwed-up one back.
I can't complain about that service!

 

[Vicegrip]

When Homer Depot opened his store in Columbia, MO several years ago, you could warranty US-Made hand tools with their US-Husky brand. They even went so far as to make a tool coffin with a visible lid to put the dead tools in. Man, I wish I had the sense to get with the manager to recoup all the Cman, SO, and other brands I remember seeing in there!!!

Did that in VA too. I took a Husky torque wrench that had some real hard time on it back and got a replacement no problems. The drive tip sheared off on its own with no cheater or overload.

 

[gtiboy66]

I was told by Home Depot to call I did and a few days later I got new tools. They were stamped blackhawk. I have done it several times as it is easier and quicker than dealing with customer service in HD. The # I have is 888-434-8759

 

[Chris Adams]

Having been in mid-level management for a large chain store, I have to feel sorry for the people who run HD (among others).
The policy is actually to warranty the tool, make the customer happy, encourage more sales and get the costumer back tomorrow to spend a lot more money.

The reality, it works like this.
One fourth to one half the employees will play 'Horatio at the counter' and will try to save the company the ten cents, no matter what happens.
One fourth to one half the employees will think of it as 'their' money.
One fourth to one half the employees will not have a clue how to do the warranty, or be unwilling to do any work, and will try to blow you off for that reason.
These groups have a lot of overlap, so one person could have all four reasons.

It gets better.
Warranty items come off the stores P&L sheet (spreadsheet) in one fashion or anther. Since any 'loss' is a 'controllable' loss, in meetings, the regional manager will beat up the managers for this line on the spreadsheet.
Always.
It is in his/her job description.
He will either come on too strong a problem in meetings, or will not actually grasp tool warranty concepts himself as, trust me, almost NO mid level management type will be a tool user.

Even if he does his job perfectly, if you have 12 managers at a meeting, two will ignore every word, four (whom probably have good stores) will over react, and four will not really get the concept (these have the bad stores) and will continue screwing up one way or another, both better and worse for the customer. Maybe two will actually listen, process the information, and then do the right thing, which is nod, agree, and don't say a word to their employees about it.

Finally, when the managers get back to their stores, and write memos or hold meetings, they will tell the employees to be careful on warranty and returns.
Which each employee will interpret in whatever good bad or bizarre way they wish.

So the big boss says 'save money'.
The mid boss says 'watch out for bad refunds'.
The store manager says 'hey, don't make too many refunds'.
The clerk says 'uh, no warranty on that, dude'.

 

[Ign]

The reality, it works like this.

It is so true! Loved your reply.

I've had cashiers nearly accuse me of lying when their individual bolts ring up wrong (they almost always come up a few pennies higher than priced on the floor), and one cashier suggested I intentionally moved a bunch of hammers from one bin to another when it was clearly a stocking error.

I still shop at HD but have zero loyalty to them, do not expect any level of customer service, and treat them like they treat me: ******. They didn't have their trash cans by the front door (major pet peeve of mine) the other day so I dropped my trash in their store.

 

[Kirbot]

I bought a number of those Husky $.13 stubby screwdrivers a while before Christmass.

I can't wait to see what happens in 6 months when there long gone and I try to return one!