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Old 03-16-2015, 08:47 PM   #1
american21
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Default Lowes kobalt customer service

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
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Old 03-16-2015, 09:08 PM   #2
ihateminimumwage
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Default Re: Lowes kobalt customer service

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...
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Old 03-16-2015, 09:12 PM   #3
NY_treeguy
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Default Re: Lowes kobalt customer service

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.
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Old 03-16-2015, 09:16 PM   #4
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Default Re: Lowes kobalt customer service

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.
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Old 03-16-2015, 09:17 PM   #5
AceofSpad3s
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Default Re: Lowes kobalt customer service

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
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Old 03-16-2015, 09:43 PM   #6
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Default Re: Lowes kobalt customer service

Never had a problem must depend on the store
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Old 03-16-2015, 09:54 PM   #7
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Default Re: Lowes kobalt customer service

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.
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Old 03-16-2015, 09:55 PM   #8
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Default Re: Lowes kobalt customer service

Quote:
Originally Posted by american21 View Post
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
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Old 03-16-2015, 09:57 PM   #9
american21
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Default Re: Lowes kobalt customer service

Brand new vice grips in a set wouldn't stay shut kept springing open
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Old 03-16-2015, 10:10 PM   #10
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Default Re: Lowes kobalt customer service

Quote:
Originally Posted by MrJason View Post
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.
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Old 03-16-2015, 10:18 PM   #11
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Default Re: Lowes kobalt customer service

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.
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Old 03-16-2015, 10:41 PM   #12
1950mercury
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Default Re: Lowes kobalt customer service

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
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Old 03-16-2015, 11:10 PM   #13
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Default Re: Lowes kobalt customer service

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.
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Old 03-16-2015, 11:26 PM   #14
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Default Re: Lowes kobalt customer service

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.
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Old 03-17-2015, 12:24 AM   #15
tweedlestan
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Default Re: Lowes kobalt customer service

Quote:
Originally Posted by MrJason View Post
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".

Quote:
Originally Posted by MrJason View Post
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.
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Old 03-17-2015, 01:56 AM   #16
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Default Re: Lowes kobalt customer service

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.
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Old 03-17-2015, 05:37 AM   #17
fm2176
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Default Re: Lowes kobalt customer service

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.
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Old 03-17-2015, 08:51 AM   #18
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Default Re: Lowes kobalt customer service

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.
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Old 03-17-2015, 11:21 AM   #19
american21
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Default Re: Lowes kobalt customer service

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
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Old 03-24-2015, 01:23 PM   #20
american21
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Default Re: Lowes kobalt customer service

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
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