I remember seeing that Kobalt tools were covered under some kind of hassle-free guarantee. It says something of the sort on the back of their hand tool packaging. Yup – I checked and Kobalt offers a Lifetime Hassle-Free Guarantee on their hand tools.
I have returned and exchanged new Kobalt tools at Lowes before, but had never taken advantage of their warranty. Then again, I don’t have a toolbox full of Kobalt tools – I mainly have random ones that complement other preferred brands of tools. A mini Torx multi-bit driver set here, a Robertson #2 (square) screwdriver there, and a 1/2″ breaker bar somewhere.
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With some free time yesterday, I browsed around the Garage Journal forum, where I found a post describing a rather frustrating Kobalt tools and Lowes warranty replacement incident.
In a nutshell, MagnumForce, the thread starter, broke off the ball end of a hex bit socket and tried to get it replaced by Lowes. After a half hour, a runaround, and requests for his debit card, he gave up and went home. Read more about it here.
I don’t know if this would have been eligible for warranty replacement, but it might apply for satisfaction guarantee replacement. It’s hard to say, as Kobalt doesn’t really have fine print terms and conditions anywhere that I can find.
But warranty eligibility is not the point. From MagnumForce’s complaint, it doesn’t seem like the cause of the breakage was an issue; it seems that he would have had the same experience at the customer service counter if he had instead discovered a manufacturing fault in the bit socket.
So my question is this – if you have ever had to take advantage of Kobalt’s hand tool warranty, what was your experience like?
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Andrew
As an employee of the aforementioned company, I can relate to the frustration felt by that guy, in theory our warranty on those tools is great, but undertrained cashiers and apathetic managers will definitely muck things up some of the time. Generally we’re good at it, but we are far from perfect
George
I broke my 4″ extension for my 3/8″ drive ratchet. I went in this morning to get it replaced before I went to work, and it was the most PAINLESS replacement ever. Thank you Lowe’s and Kobalt Tools.
Dave
Sorry, but my response was just the opposite. While installing a new thermostat, in my home, I broke the tips off of two small flat-tip screwdrivers. I took them back to my local Lowe’s store, where two clerks went through a list of warrantied tools. Apparently my tool wasn’t on their list, even though it has “KOBALT” stamped in large letters. Needless to say, I was very disappointed in the “kobalt” brand and in the “LOWE’S brand.
P.S. I might just go back and try a different clerk.
Vince
Was the clerk that you spoke to at the return desk/cashier? Or, was it one of the Tool Department employees? If it was a return desk/cashier clerk, try to talk to one of the Tool employees, they will know more about which ones are covered. Not all of the Kobalt tools are lifetime (most are though).
If it is like this one:
https://www.lowes.com/pd/Kobalt-3-16-in-Flat-Tip-x-4-in-Flat-Screwdriver/50158897
Then, it should be covered….
Thomas Avery Baucom
I broke a flat tip also! They would not return it unless I had the whole set! Kobalt is a joke
Steve Robey
My experience was bad. I tried to obtain a replacement for a Kobalt 3/8″ pass thru ratchet which I received as a Christmas gift several years prior. Lowe’s did not have any in stock & could not or would not order a replacement. I was directed to go directly to Kobalts. I was told that the warranty only applied to the original purchaser & only if that purchaser had their receipt. No such hassle w/Craftsman. Kobalts’s “hassle free” warranty is bogus!
Anna
I even had my receipt and Lowe’s wouldn’t exchange or refund my money for my Kobalt battery string trimmer. It was year 2 on a 5 year warranty. I have never gone to Lowe’s again and go to home depot. I had previously purchased a refrigerator, range, washer, dryer and kitchen exhaust vent that’s over my range. After my experience, none of my family goes to Lowe’s.
Ron
Anna, you’re not giving me great hope, lol. My 80 volt battery Kobalt recently failed — when pushed, the power button will briefly illuminate and turn right back off. I finally found the manual indicating the 5 year warranty and my receipt. Mine is 4 years and 4 months old.
Anna
Please let me know what happens. I think it also depends upon the manager of the store. We have another Kobalt trimmer that also has a problem and 3 years left on the warranty and the receipt, , but at this point, I don’t even feel like trying to return it, knowing the aggravation I will get. I like Lowe’s products, but will no longer purchase anything from them. Kobalt people were lovely, but Lowe’s gave the actual Kolbalt corperate person a hard time when I insisted Lowe’s service telephone them about the warranty.
Seth
Just brought a 1 yr old job alt 18v rechargeable chainsaw with a broken tensioner to lowes. They took it back and gave me merchandise credit with just my photo ID. No receipt or credit card needed. Appreciate everyone’s input before bringing it back. Lowes gets an A+ from me today
Seth
That’s kobalt with auto correct
Larry
Don’t you just love auto correct. 😂
Seth
BTW. Don’t bother calling the lowes 800 customer service line 20 minutes with a very nice but unhelpful rep who suggested I find my receipt or call kobalt directly. Is there a kobalt independent of lowes? Just bring your broken tools to the store. If you don’t like what you hear bring it to a different one
Seth
And, so you know, I almost never do reviews. I was really impressed
Jon
I tried to return a 40v battery three weeks ago, lady at desk, after confirming with dept manager, said they would be happy to exchange it but they were out of stock. Come back in a couple weeks and we should have some more in she said. Made a run to the store today, yep they had some in stock but department manager said the store could not exchange it that i had to go through Kobalt. So what has changed in three weeks? You could exchange it then, now you can’t well blah blah blah. Thanks Tracy.
I do own many Kobalt hand tools and have never broke one so i haven’t had the pleasure of trying to return one.
vickie
Hey
I just go the same if not exact run around.
I had bought 12 in trimmer in 7/2014, worked great until the battery died. Okay no problem I have my receipt and my 3yr no hassle warranty on the battery not the 5 yr. warranty on the tool.
First couldn’t find a battery, tried several times nothing. Called over a manager, he says he put me in the system for an exchange and a call when the batteries would come in…you guessed it no call after 4 weeks and then ah! a battery on the wall! I quickly grabbed it confident in the no hassle warranty and hey I’m in the system…right??
Nope, I was told I had to have the old battery…
Go home and grab the battery and my receipt with serial numbers…
No, your not in the system and scanning their receipt comes up empty…
Then I was told that to make it a good return I had to have all the serial numbers from the “kit”…since I could be trying to get a battery for free or from an e-bay tool.
I quickly asked the manager to sign my battery user guild with serial numbers written on it…
I now had to bring in all the items in the ‘kit’ charger, tool and battery..
so for the third time today I’m going back , then I suddenly return to the garage and locate the ‘box’ (bless my wife) they might want that too for ID purposes.
I did tell the manager since I had my receipt , could I just return the trimmer and buy a ‘gas’ trimmer since the ‘no hassle ‘ warranty is anything but!
Anything you want sir!
So I’ll let you know if I return with “cash’, “gas trimmer’ or …maybe I’ll just leave it there since I’m not buying a $99.00 battery.
Sad, I was also thinking of all the other tools I would have purchased that use the same battery.
The trimmer did its job and had no problems with it, Lowes is where it was lost.
Roanoke Rapids NC 27876
vickie
Update to my last post…
Returned to Lowes with My “hassle free” battery, battery charger and trimmer I also brought the box it all came in, the lady asked what was wrong with it, I jut said the battery is dead…
The lady then started to tell me the same thing the others did, we can’t…
the lady I had sign my battery user guild just said fix it now!
she did, got my money and left the store.
Sad, all I wanted was a battery under warranty …
whet to Tractor Supply and bought a gas trimmer…
Jack
I just left Lowes with a defective Kobalt tape measurer because they wouldn’t warranty it. They said Kobalt didn’t make it any more. I told them I would pay the difference for another but they would not do it!
Stuart
I would have asked for a manager. Guarantees don’t disappear just because a product is updated to a new model.
Vince
Our store has been merch credit towards another tape of your choice since Lowe’s got rid of the Kobalt brand tapes. Definitely step it up to a manager, or go to tool guys in the dept. they might take care of it for you (ours do).
If it says lifetime guarantee, then that’s what it means.
Gary
Kobalt tape measurers are not under the ‘life time hassle free guarantee’ they are under the ‘satisfaction guarantee’ which means you have 90 days to return to store with receipt or card used to purchase it with. Spoke with the tools guy at my local store and he explained it to me that in the case of tape measures we used to be able to just swap them with the license for a brand new one. When they were doing that they were over riding their own stores policy just to satisfy customers, and so now most Lowes stores do not even carry a Kobalt measurer to ensure that the policy can’t be over righted. Its disappointing but makes since to me. No one can say for sure that their measurers had a ‘life time hassle free guarantee’ warranty on them, as most of the people making the swaps don’t have their receipts or packing that supposedly says that on it. I can’t even tell if it had that specific writing on my own old measurer because I mainly work with Kobalt and so many products all have different warranties and guarantees. Lots of us expect more out of the store reps than what they realistically can do, I didn’t have anything against them just got a mini lesson from some honest employees. Tool guarantees are really easy to find these days just google the brand and warranty and they pop right up.
Here’s Kobalts
https://www.kobalttools.com/guarantee
robert
just recently did they go to the 90 day satisfaction guarantee, it use to be a lifetime no hassle free return. there tapes break and stop working fairly quickly especially if you use it everyday all day. you can buy a 5-10$ tape, but i would spend the extra 20$ for the warranty. Now they dont carry the Kobalt tapes except online. i feel they should honor a exchange after there change or give a partial refund.
Joshua
Just call kobalt first then go to store. They will tell you if you have any problems at Lowe’s to call them up.
Kparsons
My wife purchased me a kobalt bag with a #(not sure how many) of pcs tool set for Father’s day, which I love! The wire cutters that came with it has a big chip in the backside of the cutting edge down at the bottom. It was like that before I ever got to use them and even though it’s only half way up the cutting edge & I can still use the tip part to cut, I want to be able to cut larger wire without a hassle. So I’m going tomorrow to try this warranty jazz and hope I don’t have any issues!!! I’m a big supporter of kobalt tools & was really bummed by this
Mark Abraham
I have but plenty of cobalt tools specially the 3 pack channel locks originally I bought one of the middle size in the standard 3 back brought it back when it kept slipping gave it to them they gave me a whole new 3 pack as they don’t sell them independently anymore just depends on the manager representative and the store over all if you are well versed you should be able to have no issues dealing with a problematic employee
Anna
Thank you for your reply. I had to contact Kobalt directly and told them the return desk of the Westbury NY store would not honor the Kobalt 5 year warranty on the string trimmer, even though I had the original receipt which was only 3 years old. I told them I wanted to speak to the manager, waited 50 minutes, and he did not appear. The kicker was that I had my Lowe’s receipt for $149 for the battery trimmer, and the associate was adamant about giving me only $89 store credit. I waited around another hour, yes an hour, and didn’t move, and she finally gave me a store credit for $149. I contacted Kobalt directly, and apparently they have straightened out this issue. I appreciate your reply.
Robert from Florida
I own many Kobalt tool’s . Recently went to Lowes to exchange a 1/2 in air impact gun that supposedly was covered for 5 yrs. The first one the forward and reverse buttons were falling off within the first yr. Took it to lowes they exchanged it to a new one without hassles. This one is losing power before the second year being up . Went to lowes and was denied an exchange because I had already exchanged it once. Extended Warranty which was purchased separately was supposed to cover 2 yrs no questions. I wasn’t told I can only exchange once and it is not specified in the receipt . When I purchased extended warranty, I was under the impression the equipment would be covered no matter what.
Anna
I had to go to the Kobalt Facebook page and sent the company a private message.
Reps answering questions, etc, on their messaging were extremely helpful and concerned and followed up on why stores weren’t honoring their 5 year warranty and why they posted 90 day warranty next to the Kobalt tools.
The stores and their customer service telephone numbers were useless. You might want to try private messaging them. You will most likely get a reply with a few hours. Only one service rep told me to telephone their customer service number.
The others followed up by actually having their sales reps talk with the particular store manager. Give details, as to what store location, and what your problem is. Kobalt seems to want to ‘make it right’.
Also, put the customer service telephone number in your cellphone. I had to telephone them when a particular store wouldn’t honor the warranty, and had the customer service at the store talk directly with Kobalt. The store was not happy about this, but the matter was resolved and I did get a new battery operated grass trimmer. Sorry for the long reply.
Robbie
Hello. I have the a 1/2” 1000ft/lb impact with the same problem. It’s probably two years old but I use it very little. One button fell off about the third time I used it. Yesterday the other button fell off. I’ve been using a screwdriver to switch back and forth. I’m going to take it back today just to see what happens. I don’t have my receipt. My other impact lasted 30 years. Didn’t think I’d have to keep the receipt this time. Lol
Steve
I am having trouble exchanging ratchets at Lowe’s they refuse to do the exchange I’m in Cincinnati every Lowe’s I go to says I have to have a receipt they do not care that it says hassle free garente I don’t no what to do about it
Anna
Try messaging them on the Kobalt tool facebook page. Kolbalt is very helpful and answers within 24 hours, usually quicker.
(They helped me when Lowe’s wouldn’t take back my battery operated string trimmer that was 3 years into a 5 year warranty. It appears to me that they want to please their customers, and in my case, contacted the Lowe’s directly to solve my problem.)
Anna
Kobalt people are wonderful, but my local Lowe’s still wouldn’t honor the 5 year warranty on the Kobalt string trimmer that I had for only 2 years. Lowe’s simply would not take it back, even when I cell telephoned Kobalt directly from the store and the “customer service” people were told by Kobalt directly to take it back. They didn’t.
Robert Bailey
I tried to get a kobalt tape measure replaced I have only had a couple of months they told me at the customer service desk they don’t do replacement at the store to get ahold of kolbalt on line goes to say I’m not satisfied with my tool
Anna
When I tried to return my Kobalt string trimmer after 2 years (it has a 5 year warranty), I was told to send it back to Kobalt for repair. I contacted Kobalt directly and they said they do not do repairs, and that Lowe’s must take it back. Lowe’s didn’t. I have never set foot in Lowe’s again, and do all my shopping at Home Depot. I used to buy my appliances at Lowe’s, but just bought a washer and dryer at Home Depot. lowes??? never again.
tim
I’ve only had limited experience with kobalt tools warranty, I think I once swapped out a couple of screwdrivers that had snapped above the level they should. No problem until I tried to swap out one of my 1/2″ to 3/8″ reduction sockets that I had broken the 3/8″ square off of, only to be told that they don’t carry that particular item anymore (newer one would have sufficed) bothered about not having a receipt for a trivial tool purchase several years ago and being told that my use of the tool caused it to break. I was rather POED but just wound up buying a replacement at another store.
I don’t believe this is a lowes/kobalt as a whole thing but is merely isolated to individual stores as I have had nothing but problems trying to replace several things I’ve purchased here (lawn mower that was missing all its hardware, kobalt tool chest that had a bad weld on the corner) while other stores have been cool.
I’ve since stopped shopping there completely.
Sorry for the long post.
Zachary
I don’t find that they told you that using it was the reason it broke surprising, snap on doesn’t warranty reducers and they have it stamped on the adapter. But I doubt that they put anything like that on the packaging so it is still their problem.
tim
Funny too cause I believe my reducers were all the old kobalt by snap on ones.
Just seems weird to me that store always hassles me about things when noone else does.
I should probably note that my mother was an associate at the depot for many years until she passed so I’ve always been well taken care of by them and may be a little biased.
Though I still tend to stick with gearwrench for all my hand tools.
Richard
kobolt deals with Taiwan now nothing do with snap-on Co. anymore sadly that is and other to like husky sold by Home Depot made in China now well good by great American products and hello overseas junk of tools don’t have a choice to buy unless spend 10 times of cost like by SNAP-ON tools
Anna
I personally think Lowe’s is trying to get rid of Kobalt tools and replace them with Craftsman, which they now sell in their stores.
Norman H.
This is what I have been running into at my local Lowe’s as well. I have done the no hassle warranty replacement with them several times with Kobalt tools, but now everything is Craftsman…. If they don’t have the product in the store, they can hardly replace it. I’ll be replacing my Kobalt tool sets with Husky’s.
Blythe M
We recently had a tile trowel that was very heavily worn and caked with bits of mortar-obviously much used. Someone stepped on the handle and the cast metal portion broke. Boss took it in and walked out with a brand new no questions asked and no receipt
Jim Felt
I’ve never returned anything to Lowes but over the years observed literally scavengers taking totally trashed tools back to Sears and watched the hapless sales people replace every single thing.
I asked one guy if he’d personally actually used and damaged the tools and he would not answer.
This I find unconscionable and offensive. It causes bean counters at places offering full replacement warrantees to back away from such policies. And with Sears’ particular financial plight so awful I guess they should.
Will
I’m going to guess that’s the reason Autozone asks for name, address and phone number when buying their warranteed tools … make sure I didn’t just pick up a basket of used up tools at a pawn shop and try to bring them in for warrantee.
I suppose that makes sense, but it seems sad to have to do so.
Toolfreak
These days it’s actually pretty sad in another sense – I’ve seen people trading in heaps of top-quality old school USA-made Craftsman tools that are barely used and far superior to the China-made tools they receive in exchange. These are people who just don’t know any better and want new tools, either to keep or sell, and don’t even realize the Craftsman USA tools would be worth more, even used.
I only ever see this at Sears – never once have I seen anyone trading in lots of Kobalt tools at Lowe’s or Husky tools at HD for new ones.
Jackson
If you watch ANY tool reviews on YouTube, and I’m talking about the guys who actually take them apart and compare their construction, you’ll notice it’s a race to the bottom with most major tool brands, except the most expensive pro grade nanes. Make them as cheap as they can get away with so they can offer them for as low price as they can. Customers still associate the names with quality, since they remember all the old Made In USA brands from years ago when that phrase meant something. Then all those brand names got bought and sold and traded around to these mega-corps who capitalize on that brand recognition.
It’s truly a shame. I was disheartened to learn that Matabo bought the tool division of Hitachi. So now when you see a Matabo at what looks like a great price it’s probably their Chinese made junk and not the German made quality that earned the reputation they have. I get the need to compete in the “pro-sumer”I price range, but I believe this process hurts us all in the long run; not to mention more dead tools in landfills rather than in the garages of our grandkids.
I hang onto every old tool I can get my hands on, especially power tools, and when needed, replace bearings or frayed cords, etc. My stepdad gave me a mid 1950s Delta Rockwell table saw that still works beautifully. I treasure that saw
Stuart
Some teardowns are good, others are not.
What’s the point in criticizing wire gauge, for instance, if tools last and are durable where in matters – in workers’ hands? I am all one for examining parts and subcomponents, but sometimes this creates noise, not clarity, depending on the goal and experience of the YouTuber.
Metabo did NOT acquire Hitachi.
Hitachi acquired Metabo and then they were both purchased by KKR, a private investment firm.
https://toolguyd.com/hitachi-acquires-metabo-power-tools/
https://toolguyd.com/hitachi-power-tools-and-metabo-bought-by-usa-based-kkr-private-equity-firm/
Jacklane21
I really don’t understand your anger. It’s a lifetime, no-hassle guarantee.
Hassle-free… no questions asked. What? Do you have stock in the company? And if so, maybe you should get with the top dogs and see about getting that policy changed. Of course, you’ll be quickly reminded that the hassle-free marketing is what sells the tools in the first place. You’ll lose money.
You might also be reminded that the cost of those sockets is PENNIES. PENNIES! And they are sold at a 2000% markup. So don’t be mad.
Keith
Agreed
Richard
got news for u Lowes made in Tawian and Home depot made in China good ole USA allowed the companies moved over seas including Craftman tools China has well ,, but which is better quality in tools they all good when build in USA now China are they good or not has they use to be in America or better than USA Making overseas ?
Honesty
Your post just made Americans look bad lol. If you’re going to bash on people, counties and/or companies, use proper english so you don’t sound like some racist backwoods country f*ck.
pete
That reminds me while we’re on the subject! A couple of my guys use kobalt leather gloves(the brown ones) and supposedly have a lifetime warranty and when the glove wears out or rips(we’re very hard on equipment) they take the pair in and get them swapped out for free….
I’m not a fan of their glove for my everyday tasks but I’m considering a pair for my heavy duty glove that I keep in my truck for heavy duty tasks. (I usually keep 3 pair in my truck)
pete
I should also mention that I have to buy my 1/8″ allen key 3/8″ drive socket as homedepot doesn’t stock that size.
So I bought a long ball socket 1/8″ allen key 3/8″ drive. One of the ones with the 6-8″ allen key shaft. Anyways I broke it within 30 minutes of using it. It was pretty brittle, I’m sure it was my fault for buying the ball socket tip. Anyways I took it back and they gave me my money back and I bought a regular 1/8″ allen key 3/8″ drive socket and all was well. no issues.
Seems like that lowes in your story had some poorly trained staff. I would contact the regional manager and let them know what happened and advise them what happened.
Charlie Stopczynski
Excellent! Purchased tools for a 40+ man shop. It’s best to put all tool purchases on the “My Lowes” card. The drawback to using the “My Lowes” card for purchases you get e-mails asking how you liked your nails, screws, screen, tape etc. The mundane things that count for nothing. Just ignore that.
The huge pluses for using the “My Lowes” far outweigh the inconvenience mentioned above. When you have to return a tool, or if you loose a receipt it’s nice.
When they discontinued Gear Wrench products a few years ago, exchanges were for the Kobalt product, and on Kobalt they didn’t care too much about receipts.
Jason Goode
I’ve had two Kobalt 3/8″ drive ratchets fail, both after many years of use under typical conditions. Both I brought back to Lowes, and both were replaced quickly easily, with comparable Kobalt offerings. Am I concerned that both failed? Perhaps a little, but I live fairly close to Lowes and I’m satisfied with their service, so I’ll continue to use my replacements.
Don M
I’ve only used the warranty once but it was painless. Took the old tool in (a torque wrench) and they gave me the new one without any questions. Don’t remember if they asked for a driver’s license but they definitely didn’t need a debit/credit card and I didn’t have a receipt. No problems.
Sean
I took a bit driver back to Lowes that was part of my giant 3 drawer socket set. I mainly wanted to make sure there wasn’t an empty spot in the tray and that everything was still in place.
It was a no questions asked thing. I showed it to her and she looked at the model number on it and said “it doesn’t look like we have any of those in stock, but go over there and look and see if you can find on – if not, you can also grab a similar one if you see it.”
I went and looked and there was a spot on the shelf, but it was empty. I went back and said “I’ll try next time so I can get the exact one.”
I went back a few weeks later, and walked up to the same counter with a different person working. She said “just go grab one off the shelf.” It was in stock this time. I took it back, she took my broken tool and marked it, and I walked out with a brand new tool. I didn’t need to show a receipt or proof of warranty registration. (I never actually registered the set.)
The stores in my area are all very good about returns (if not too good.) I think a lot of the warranty backing experience goes to individual store policies. Technically, I should have showed them proof of registration before they replaced it for free. It’s possible some stores will require this, and it’s also possible this is why some people complain about the process. If you have proof of the contract, it shouldn’t be a problem, but I’m sure it happens with occasional bad customer service.
Sean
***edit*** I walked out with a NEW tool.
(I need to review my posts more carefully when there isn’t an option to edit! Sorry!)
Stuart
*Fixed*. Sorry, there’s no easy way to add an edit option. =(
Sean
Thanks, Stuart. It’s better to practice careful review than to rely on an edit-button crutch.
Will
This is just an anecdote. Disclosure: I work for HD.
I recently was in Lowe’s to see what they carry in the wood working department. I was never offered help by a single employee, and the couple I asked questions of didn’t seem to know what they were talking about.
This could be due to several reasons: 1) they didn’t know what they were talking about; 2) they didn’t care; 3) they were new employees and still learning; 4) they were poorly trained.
I’ve been told this is because of a difference in business philosophy; i.e., Lowe’s employees are there to make sure the shelves are stocked and that Lowe’s caters to customers who know what they want, where it is and don’t need help, and HD caters more to customers who are DIYers that need more advice and assistance which is why we’re supposedly more helpful and willing to get help from other associates if we don’t have the answer.
Is this true? I don’t know, as I’ve heard my share of complaints from customers about HD employees leaving them stranded. I do know it gets worse as the fiscal year winds down and hours start getting cut, leaving fewer employees in the aisles.
As for warrantee replacement, I’ve seen the service desk take items we don’t even sell and offer free replacement or return.
Jon
I have returned Kobalt tools but never exchanged. Please allow me to vent my frustrations with Lowe’s below.
As a new homeowner, I thoroughly appreciate the time and education that HD staff provide. My experiences at two different BLOWE’S stores and online shopping range from bad to terrible. Very rarely has any employee at bLowe’s ever asked me if I needed help and, more often than not, finding employees on the floor with any working knowledge of tools, projects, etc. is nearly nonexistent. A handful of times employees have told me, “We don’t care that item,” when, in actuality it was in the store but not on the shelf.
As for online shopping, I have ordered a handful of items from Lowe’s in the past six months. 4 of those orders were cancelled by Lowe’s because they weren’t in stock despite the website indicating they were. 1 time we cancelled the order, only to have a driver show up with the item (and have him take it back) and we are STILL (3 weeks later) waiting for Lowe’s to refund the purchase. We ping-ponged from online sales rep to store rep who were equally unhelpful (the store rep even said to us, “I don’t see your order. I have customers waiting, I can’t help you.”).
As you can imagine, it is unlikely that I will buy any Kobalt tools from bLowe’s at this point. The difference between bLowe’s and Home Depot (in my everyman experience) is night and day. HD staff have helped me solve problems and fix issues, bLowe’s has only caused me issues.
Mike47
Will: Your analysis of the difference between HD and Lowes exactly matches what I’ve observed in Sacramento, CA. If I know what I want, chances are I will drive the extra distance to Lowes, and if I need advice (which is seldom), I generally head for HD. In HD I can always spot items on the shelf that are obvious returns. Lots of people out there buy tools for a weekend project and then return them on Monday for a refund. Could this be due to so many illegal emigrants in CA? Go figure.
Farid
The same thing used to happened decades ago when I worked in retail while going to college, and has nothing to do with immigrants.
The same things has happened for years with video cameras around graduation and wedding season, and and Big screen TVs around supper bowl time. That’s why stores instituted limited return policy on those items. Most immigrants do not give a hoot about the super bowl either!!
william
I’m off topic a bit here but HD and Lowes opened a new store around the same time where I live (both built brand new buildings).For some reason HD lasted less than a year in fact I never even went inside the store while Lowes is still around and kicking. Not sure why this is but I was hoping that HD would have survived over Menards who carries nothing but garbage imo.
Jim Felt
“So many illegal immigrants” seems on the face of it to absurd or just a cheap shot.
If anyone buys and returns stuff after using it once it’s simply very bad manners. Just ask any one at Nordstrom. Or Saks. Or Barney’s.
There are inconsiderate jerks from any walk of life infesting any retail environment regardless of the merchandise value.
Will
So true, Jim. I see so many items on our shelves that were clearly used, returned, taped back into their cut up packages and put back on the shelves at full price. This doesn’t seem fair to me; those items never sell again and are eventually zeroed out to the distributor.
Who would ever pay full price for a used tool?
I dated a girl in college who was so cheap she bought a $20 suit from Target for a job interview and returned it afterward. I can’t fathom that kind of cheap. If something is defective, return it. If it’s not, you bought it and keep it, or sell it on Craigslist or eBay. That’s partly the reason we have to give up our life stories now while registering for warrantees.
Needless to say, we didn’t date very long, despite the fact she liked playing video games naked while in bed.
bob
Will: I’ve noticed that the HD employees do tend to nag me a little more. I appreciate the fact that employees at both stores are more than happy to help me out if I ask for it, but imo it’s extremely annoying that I can’t walk 5 feet in HD without being asked multiple times if I need any help (in Lowes it’s almost as bad but I might get 10 feet before I’m asked again). As far as their business philosophies, I think they both cater to diy’ers and to people who know what they want. These days most diy’ers get their info from the internet, where there is much more knowledge than some random guy at HD, and when they go to the store they know exactly what they want (either that, or they’re browsing and don’t want to be bothered by an employee insisting on helping them find something specific). If people want help they’ll ask for it but most people prefer to be left alone, I think. The main difference between the two stores that I’ve noticed is that Lowes tends to be a little bit higher priced. At Lowes you often get better quality so you get what you pay for in those instances, but then just as often you’ll get the exact same thing as HD at a slightly higher price.
DRT
I totally agree with Bob. Please just leave me alone – if I need help, I’ll ask for it. When I am in the store to get something, I already know what I want. Other times, I just want to look around and see what is on the shelves. Being asked six times in five minutes “do you need help?” just makes me grumpy.
Anna
On the other hand, it’s annoying to try to find someone to help you when there are very few people working on the floor, or most out to lunch, or tell you it’s not their department, etc. I’ve been in HD and Lowe’s where there were very few sales people on the whole floor, so nobody to really help me.
Jason
What he ran into was crappy training at that store. I don’t know why they were so obsessed with looking up the sale, and trying to make it look like a return. I should have just been a product exchange. I have noticed that at a lot of Lowes they prefer to do a return and rebuy than just exchanging the tool out.
Frank
If you need to do an exchange for a broken tool at Lowes, my experience has always been better by going to the tool desk and bypassing customer service all together.
bob
I’ve never seen a Lowes that has a desk in their tool department
Stuart
He might mean the Pro counter.
Steven
It is where they cut keys. But there is no register there and they shouldn’t be doing exchanges anywhere other than customer service or the pro desk
Michael
The only thing that I ever had anything that could be considered a problem was when I broke one bit in a set. I took the one bit in and was told that because they didn’t Cary individual bits, I needed to bring the set in. Not really a problem.
bryan hill
I have returned a handful of hand tools and several tape measures, without any issues, even without a receipt, hence the “hassle free guarantee”. If they don’t have the exact item, they give you one of equivalent value!
Brian
I’ve returned a few Kobalt tools at Lowes. One was a 100′ tape measure. I had the tape for about 3 years, but there was a cut around the 40′ mark. So before it ripped in two pieces, I returned it, for what was a hassle free experience. Another thing was a grout bag. HOW DOES A CLOTH AND RUBBER GROUT BAG HAVE A LIFETIME WARRANTY? As a stone veneer mason I can run through one in two days. I personally don’t like their grout bags and decided to see if I can return it for another brand. I walked in with my bag still partially full of mortar talked to the manager and got a new bag. I don’t think Lowes sells Kobalt masonry tools anymore. Maybe I’m the reason.
Royesses
I’ve not had a problem at the Norman, OK Lowe’s. They have gone out of their way to be helpful and never had a problem with warranty. Great people there. I’ve also emailed Lowe’s customer service and they also went out of their way to help, getting me a 1000 dollar discount on a Lincoln GTAW welder. I think the individual stores and managers are the culprit. Lowe’s also supports Veterans very well. My opinion is that they are a top notch operation.
Roy
Doug C
I think the controlling factor on Lowes/Homedepot is probably the store manager. my town has two lowes and 1 HD. i dread going into the HD. No service, disfunctional. One time at HD i had to wait over 30 minutes to get two 2×4’s because they were moving stock in that aisle. That was a few years ago and it does seem better the last few times i have had to go in there.
The Lowes by me? superb!! always helpful (except some, but not all, of the loaders are slackers). three customers in line? one of the staff or managers opens another checkout. returns? walk in, put it on the counter and walk out. As far as kobalt warranty, if a tape measure jams and wont retract, i walk in, put it on the counter and get my cash, four minutes tops. I bought tool boxes for my truck about a week before thanksgiving, they went on sale the day after thanksgiving. groused to the manager a bit but wasnt really expecting anything, he says no problem and fiddles with a the receipt and then hands me the $100 cash difference.
I am in the lowes by me 4 or 5 times a week. i say hi to all of them and they say hi to me. i get first rate service.
The Lowes on the other side of town by the HD? A bit better than HD but no where near as good as the lowes by me. the lowes staff tell me they like where they work and like their managers, say they would not work at the other lowes. So i think it all about the managers. a happy well treated staff treats it customers well.
Will
I think you’ve hit the proverbial nail on the head, Doug. At my store the manager is very involved, always helping customers, clearing the lot of carts and leading by example. We have our bad apples, but for the most part we do what we can to help customers and I have numerous folks who seek me out specifically whenever they’re in the store.
On the other hand, we’re constantly sending employees down to the Rogers, Ark., store, to clean up their messes, be it freight they don’t know how to stock or just general incompetence (sleeping on the job, stocking a single item at a time instead of sorting them, etc).
I work at HD, but I’m not here to pump their sunshine. I really think it comes down to management and store culture.
Robert
I have lived in 4 cities in the last 8 years in 4 states. I share this to give background and those that move frequently will know you spend a fair amount of money at the home center, both when you buy and sell.
I am at the point that unless I am matching paint I won’t go to lowes at all. The service is consistently not good, legit returns are a hassle, and warranty is similar to what was described. This has been the case across several states and locations.
Damian
Just adding my $0.02… While in Lowes recently, I saw the 1/4″ socket set was 4.99… thought to myself why dont I grab about 5 of these, for the travel toolbox, home closet, random closet, a set to lose randomly and not find (lol), and just yea, cheap enough who cares. but then I saw Lowes had a sign right by the sockets which stated the Lifetime Warranty in detail.
It stated that to get the full Lifetime Warranty, you must keep your receipt, also register the socket set online at… was it kobalttools.com or something like that??? Then, if one ever breaks, you must mail in (not take into the store, but mail in) the ENTIRE set. And I believe it stated the turnaround, would be 90 days or less… I figured, forget this…
1 – I could avoid the threat of losing the receipt by scanning it onto my computer and keeping on my harddrive, OK, fine.
2 – I also needed to register the set with a specific code?? Starting to get ridiculous for a 1/4″ socket set…
3 – THEN, if one does break, I need to send the ENTIRE set in, which they would look over it, and verify it was broken by proper use, and not improper use…. so I would then be out of a socket set for about 90 days or less….
This was on a label for all the socket sets for Kobalt BTW, not just the 1/4″… I was just intrigued by the 4.99 price tag..
As to HD, I have returned a few tools for replacement. Ratcheting screwdrivers, sockets, 1/4″, 3/8″, and even 1/2″ ratchets… no issues… Not even a question of the tools. They simply took me to the tool section, got the exact tool, or one close to it (one such situation they didnt have my tool, foldup ratchet screwdriver, and let me pick between 2 similar tools, stubby ratchet screwdriver, or fullsize ratchet screwdriver)… didnt even have to sign a receipt like craftsman makes you. Simply took the tool, and the guy from the tool department told the lady at returns, to scan my new one and just choose the category of “replacement, keep my old broken one,” Then I was good to go.
Home Depot won me over after those 2 situations. Not stating it is like this for everybody at HD, but that entire issue with Kobalt brand, if they stand firm on it, is ridiculous IMO.
Nick
I’m with Damian on my Home Depot experience. I had a Husky ratcheting screwdriver that wasn’t even broken, but just not working smoothly. I took it in and they gave me a brand new one, literally no questions asked.
Don’t know if anyone else has noticed, but over the last few years, they have a ton of individual stock mechanics tools. If I ever break a socket, I’m sure I can just go get that socket.
Never bought Kobalt tools except for a drywall knife so I can’t comment on that.
Admin Note: We have reason to believe that Nick works for Home Depot.
JoJo
What dimension are you shopping in. “Husky ” ( home depoot store brand ) requires the receipt for every lifetime tool being returned.
Kent
I have avoided buying Kobalt, because of the lack of training and levels of confusion at the store. I was about ready to buy a rack of sockets, and I asked the sales clerk about the warranty.
45 minutes later, I was talking to the manager, and still nobody had an answer for me. I had answers, but they were all different. “Save the receipt and bring it back (so used tools or gifts can’t be warrantied)” or “mail it to Kobalt, and they’ll send you a new one (what about the part that says bring it to the store?)
Clueless. All of them.
So yeah, I don’t buy Kobalt hand tools.
Josh
While I have never had to return a tool to lowes, I figure all the tools are basically made by the same company as the rest of the stores and simply rebranded with the Kobalt/Craftsman logo. So for little things like that, I go for the harbor freight tools. They seem to be way less, and supposedly also have a lifetime warranty. I’ll let you know if one ever breaks.
Matt
I have never had a problem with my returns at Lowes. My store is very easy to work with.
Stan
Although this isn’t my intention, there is a slight chance this post might “ruffle” some feathers. Also, due to the subject matter and how rarely I am given the chance to comment on this, this might not be a short post. As to prevent being biased, I am going to mention all parties involved.
First off with the customers. Although there are some customers that have ethics, aren’t thieves and are all around good people, in today’s world they are the minority. Anytime you have lifetime warranty, you are basically giving away items for free and even with rules and regulations, all a person has to is cause a scene and usually that guarantees some positive outcome.
Personally I don’t think this is right when I see people warranty abused or modified tools, but if the distributors are fine with this and rather keep a customer who is just looking for handouts, ultimately this is their choice. Management rather make it seem as if nothing is wrong and basically give away free tools in hopes they keep a customer, but in reality all they are doing is losing money.
Some customers know the system and have no issues abusing this. I’ve heard countless excuses and rationalizations and at the end of the day the customers have immense power and some don’t use this ethically. You can’t change others and can only control yourself.
Whereas the employees aren’t always free from fault and other instances because of company policies these employees are restricted in what they are capable of accomplishing. Because of the thieves, scam artists and otherwise unethical people, modern America has become a lawyer society and a overly politically correct as well. Any chance of suing a company, customers and yes even employees will take advantage of. Gone are the days of good old fashion loyalty and most people using common sense as well as taking responsibility for their actions.
That doesn’t even cover all the red tape that is associated with company policies. I am sure the CEO of Lowes wants the keep the profits high and any expenses near 0% as much they can. Yet that isn’t realistic and the more rules and regulations they add, the more stress this causes for anyone beside the CEO and his shareholders. I am sure the highly paid CEO sends emails to reduce the overhead costs and in turn his boss tells their boss and so on and so forth. Now if that were only the case, that wouldn’t be so bad, but of course that never is.
Chances are there is consequences if this isn’t followed and I am willing to bet behind closed doors not everyone is as civil and humane as they can be. Even if you are a humane manager, if your employees are the bottom of the barrel, of course this will make your job more challenging. Hence why I presume some managers are more abrasive to their employees as they think by yelling, being distant and coming off as superior will make them respect them. When in reality, all that does is make you look similar to someone who is constantly battling inner turmoil.
Yet your average retail worker is paid minimum wage and that seldom motivates anyone to go out of their way with their job. Doing the bare minimum, if even that is seemingly widely accepted there. Why bother to work hard when those who are lazy are paid exactly the same? That and you can’t please everyone and some people will only ever focus on what is negative and never give any praise when a legitimate positive situation. Even if you work hard, come to work on time and are a decent person, that won’t matter at all to customers or managers who may have unreasonable demands.
I’ve seen this first hand with a person I once called a friend that worked in retail that no matter what he did, this was never good enough for the customers or management. Every day he worked for a long time he went well out of his way to make sure his work was done with precision, helped out customers, did tasks without being asked and was the first to stay later if needed and cover shifts for anyone as well. But after a sizable time of not being appreciated at all and seeing how others who did as little as possible were given more hours than him and sometimes even being given raises/promotions before him, he suddenly didn’t feel the need to go out of his way anymore. Long gone is the person who was happy, eager to help anyone and saw the positives before the negatives.
Lastly, at least with the Kobalt items, what they sell these days aren’t typically the highest quality tools. But this is done because your average person doesn’t care about any factors other than price. Some just want Harbor Freight pricing but Snap-On quality and this isn’t feasible. These tools aren’t made to last a lifetime and certainly aren’t heritage tools by any means and are more or less disposable tools. Even if you don’t care about country of origin or brands, Kobalt and other big box store brands are value priced items for a reason.
Will
“Every day he worked for a long time he went well out of his way to make sure his work was done with precision, helped out customers, did tasks without being asked and was the first to stay later if needed and cover shifts for anyone as well. But after a sizable time of not being appreciated at all and seeing how others who did as little as possible were given more hours than him and sometimes even being given raises/promotions before him, he suddenly didn’t feel the need to go out of his way anymore.”
I’ve experienced this personally. I’m certified on every lift truck and every saw, and know most of the store like the back of my hand. I respond to calls for load assistance and eagerly help people cover shifts. I’ve never once received one of those Homer awards they post in the break room.
However, on one single occasion the hardware department head goes outside to help load mulch for 10 minutes and he gets two awards for being a team player.
They also promoted a lot associate (basically a mule who brings in carts and helps load) to electrical department head, even though we employ two retired master electricians and he knows nothing about electrical except where things are stocked on the shelves.
The only thing that matters is whose rod you polish, which is bad for me because I’m terrible at that game.
kv
I once had to return a strap wrench because the rubber had snapped. The Lowes return desk said that I had mis-used the tool and therefore it couldn’t exchange it, even though it’s stamped with the “No Hassle Guarantee” motto. I wasn’t even asked for a receipt, just told “No.”
BTW, the strap broke because the rubber had dried out and cracked. The tool was about a year old. I was using it to loosen a PVC union on my well. I’d hardly say that I was mis-using it and the wrench was stored in my toolbox in the garage.
This was one of the very last things that I purchased at Lowes. The customer service has always been horrible at my Lowes stores and blaming me for a tool that can’t sit in a toolbox for a year without degrading is just insulting. Unless there’s a really good reason, i.e. can’t buy it anywhere else within 30 miles, I won’t darken the doors of a Lowes again.
Johnny C. Kitchens
I had a Double-Drive that stopped working. I took it in for the hassle free exchange and they refused to do it, without a receipt. I asked where it said that, but was told it is a company policy. I asked the lady if I return with a receipt, could I get a refund. The answer was YES! I went over into the store bought another one, returned with my defective one and my new receipt. Without hesitation, the lady called the manager explaining what she assumed I had done. After several minutes of discussion they gave me a refund. They wanted to give me an exchange, but discovered they had none in stock. I got what I wanted, but not hassle free…
Toolfreak
As many of the posts above illustrate, your experience with warranty exchange, and alot of other things, will vary depending on the particular Lowe’s store you’re at.
I have several stores within a few miles, and even at the same store, the experience varies based on who the manager is or which employee you’re dealing with at customer service. If you’re fortunate enough to get a supervisor or the person in charge of returns or exchanges, they’re generally very familar with the Kobalt warranty and will just tell you to go get the replacement and bring it back to them and you’re good to go.
Where you run into problems is when you want to do a warranty exchange on something they no longer make, and where a similar replacement is no longer available. Generally the best case is where they let you pick what you want to replace it with, but most low-level employees will just tell you they can’t do anything and to come back when the person in charge of returns/exchanges is there (or the store manager).
Your exchange experience will also vary depending on the store based on what they have in stock at the “Tool World” department. Strangely, the largest Lowe’s store, which is the closest one to me, carries the smallest amount of the usual ratchets/sockets/wrenches/accessories in the Kobalt line, in a tiny 12-15ft long closed-off aisle. A store in a small town a few minutes away has an entire 40-50ft aisle with Kobalt ratchets, sockets, wrenches, accessories, and more.
So, just like Sears, if your warranty exchange experience sucks at one store, or you couldn’t get a replacement, the fix is easy – go to another store.
Robert
There is a bottom line to all of this. Generally speaking, big box suppliers like Lowe’s, Home Depot, etc, are not contractor suppliers who happen to let everyday consumers in on the action. They’re general consumer suppliers that contractors occasionally visit for pressing supplies, especially in a pinch. Most electricians for example aren’t going to Lowe’s or Home Depot for the majority of their tools and supplies.
The average contractor wouldn’t put up with the quality and customer service that is typically lacking with consumer oriented suppliers. When I need plumbing parts, I go to a professional supplier in my town. I don’t even consider the big box stores. The quality if infinitely better, the staff give me the most straight forward information, and I don’t get the same hassles when I have an issue.
In a nutshell, big box stores while convenient in some cases, are not the choice if you want customer service. Find out where the professional suppliers are located in your area and don’t look back. If everyone did that, it would be the best thing that ever happened to stores like Lowe’s. They’d either get it together or lose their shirts.
Stan
Robert makes an exceptional point with his post. If you are actual licensed tradesman, you are likely going to go to a professional supplier. Time is money and money doesn’t grow on trees.
You don’t have to be a tradesman however to see that these big box stores cater to the lowest demographic as well. Higher end/industrial suppliers are more likely to carry higher quality products, hire and actually train their associates and work out pricing as well.
Personally I don’t shop at any big box stores for any big purchases. Industrial suppliers that are open to the public are where I shop and you might pay more, but chances are you’ll be receiving better customer service and better products. In some cases, these are the only brick and mortar shops that carry USA made alternatives when what is sold at those big box stores is majority imported.
We all have our differences, but if there is one universal truth this is to survive as a contractor you must be making money.
pete
money does grow on trees if you own an orchard!
Stuart
Robert, Stan, I don’t know what you guys are basing your assumptions on, but professionals and tradesman go in and out of the local Home Depot and Lowes all day and everyday, and they aren’t leaving empty handed. They mainly buy supplies, but tools too.
Robert
They do Stuart, but most of those purchases tend to be incidentals. I’ve seen many contractors who arrive at a job site and realize that they need a few more 2×4’s, or a job specific tool for that day. The bulk of the specialized contractors out there however, and I know quite a few myself, aren’t going to Home Depot when the aren’t under the pressure of time and convenience.
There are a number of commercial electrical, and plumbing, lighting companies, among other things in my area, that cater primarily to contractors. Many of their products are not available through ANY big box stores. If you want quality professional lighting for example, you can forget about the big box stores.
Do professionals purchase supplies at places like Home Depot or Lowes? Yes they do, which I indicated earlier. When most of them are stocking up on general supplies however and not in an incidental pinch, they’re typically not going to the big box stores.
Troy
Im a. Private Construction Contractor almost all of our supolies and our equiment come from Lowes never had any problems
Mike I.
I had a ratchet from a kit go bad. They do not appear to sell this ratchet individually.
I went to the store, they told me I needed to call the main number. Called the number they told me I needed to exchange it at the store. Round and round.
Eventually I gave up and bought new one on Ebay. Same ratchet with a different brand name on it.
Jason
I have bought two 24 volt impact and drill combo. Manufacture date 07/16, the battery died a week ago. Impact head locked up today, took it to lowes where i purchased it they gave me Kolbalt’s number because they would not exchange it. Kolbalt told me to take back to lowes for a 5 year hastle free warranty exchange. Lowes still would not exchange, so i called Kolbalt while at the service desk in Lowes. Kolbalt wanted to speak to the store manager. After speaking with them, Lowes and Kolbalt will not exchange my impact or battery which is dated 07/16 which is less than 2 and half years old. We will be looking for a different tool brand due to the fact that they do not honor their 5 year warranty.
Dan
Asked a Lowes Associate about returning or exchanging a couple philips screwdrivers because their heads warped. The response was life time guarantee
wasn’t always true. These screw drivers ended up in the recycle bin. Next stop
Sears Craftman tools.
Gary Crompton
I bought the Kobalt 25′ auto lock tape measure. A great tape measure for blade stiffness and clear presice measurements. Thats as far as it goes. The auto lock feature that keeps the blade locked in the position you leave it only works for about a month, then it won’t hold the blade. That pretty much makes the tape measure useless so I returned it. I am now on my 5th one and the same pattern of failure happens to each one. I have ask the store to give me a cheaper one that is not auto-lock and their answer has been, they can’t! Must be a problem to match their inventory if the substitute something else, even though it is cheaper in price. So far all I have to do is walk up to the return desk tell them it is defective and they gladly give me a new one. Other than the hassle to return it their policy has been no questions ask.
Jim Felt
Maybe I’m just funny that way but I’d never bother with a known defective product. Isn’t your time and frustration worth more then the bother to return a crummy product?
So, with all due respect, I guess I’m just really curious why you’d even want to own this tape after the first or second failure?
Jim Felt
My observation entirely. Though HD would, for purely economic reasons, like to change that situation. All without actually providing a higher level of competence (expense) and inventory control.
Jim Felt
Wrong thread!!!!
SORRY!
Dang iPhone.
Stuart
I can’t move your comment, but resubmit in the proper place and I’ll delete this one.
david wilson
Sears (craftsman) had a no hassle return on tools. I had found broken tools in the street (ran over) and took it to sears and got a new one. No questions ask.
Bill K
Failed with a Hassle free guarantee yesterday. After this customer service rejection, I’ve attempted to understand their justification but I can’t even find the Lowes “Hassle Free Guarantee” anywhere. Why would any credible company promote a guarantee, but not publish the guarantee?
Jeff
I don’t know about other Kobalt tools but their “sockets-for-life” warranty is a scham, not really a warranty. They claim to offer “hassle-free” replacement of any broken socket. Just call and they’ll send out a new one. But when you request a replacement they want “shipping and handling” in an amount of $4.95-6.95 per. Now they don’t sell loose sockets but Sears sells a typical Craftsman socket for about $5 and that’s full markup. Kobalt will stick the socket in a padded envelope and put $0.87 bulk postage on it. So they’re really selling you a new socket only they have no retail store overhead and you get it in about 2 weeks.
I’ll be buying all future sockets and mechanic hand tools at Sears.
JoJo
postage for a small package actually costs $2.60 please do not make up stuff you do not know about to j=prove your point. It just shows you do not have a point to make.
JoJo
Also, you actually do not state you even ever purchased / owned a Lowes tool. Let alone you appear to not even brought one in to exchange.
James
The socket for life guarantee is if you lose the socket or misplace it they’ll replace it as long as you register your socket set you pay the shipping currently it’s just cheaper to go into by the socket… if you break the socket it clearly states and a hassle free warranty that you bring it back to the place of purchase and they’ll replace it
John
I returned a 3-5ish years honestly maybe longer kobalt tile score, used by a commercial flooring contractor with 5-7 tile jobs a month, broke the handle, rigged it up kept using it; finally the deal that presses tile to split broke completely off. We let it sit in the shop for at least 2 years and its just been forgotten time after time to be returned. Well, i took it to lowes earliar and she did ask for a receipt, company/ account name, but told me to go ahead and go grab one identical or similar as i could. I brought it back up there and she took my liscense, had to sign a receipt and she cleared me for a tile score not only a longer, wider beefier, (didnt look anything like the one i was exchanging) and she still did it. It took some time but for what it was worth, she made it as easy as it could be.
Greg
My 10″ miter saw was a victim of a falling supposed spackle bucket or some other undetermined item. The carnage was a complete broken off motor handle upper and lower along with the left fence. Waited for about 30 mins on the support line. This was due to a Monday the rep told me. No biggy I had them on speaker anyway. The customer service rep Robin was stellar. After asking for the item number (which you should have when you call, they need it) She was able to bring up the parts list. I had downloaded the PDF of the manual so we were good..No questions asked. Actually apologized for the breakage. Sent items 3 day FEDX.. . Lowes could have told me the replacement price and I would have been happy with that. Outstanding service by both Lowes and the customer rep Robin. KUDOS …
Yogi Martin
For the KOBALT-HyperCoil-LED-Snake-Work-Light-Hyper-Coil-Rechargable-Lithium-Ion-Battery, I misplaced the flashlight part. Where can I get one????
Part #: 0498288
Trey Hogan
I have a fair amount of Kobalt tools due to the fact that they are pretty good tools but in my work in paper mills they sometimes sprout legs and walk away. Since they are reasonably priced I typically buy the Kobalts for work. That being said I have returned several tool over the years and have gotten different reactions each time dependent upon the manager on duty it seems. I even returned their large rolling tool bag after the handles tore off and after some arguing the store replaced it with a duplicate which has lasted for about five years. Another tool I returned was a 32mm open wrench where it snapped off while hammering it to loosen a nut on a dryer can. The store once again argued that I had misused the tool and I pointed out that their warranty has stipulations about hammering the wrench and after about 15 minutes they replaced it. All in all I believe it depends upon who is on duty as to how much trouble it is to replace.
nate
I got a new lithium ion battery when I presented the receipt once. I got a new razor blade scraper to replace a broken one and a new tape measure for the same reason without a receipt. All 3 were painless experiences.
G Michael Leonard
There was once lumber yards where you bougt LUMBER, but they all got replaced by corporate stores. There was a professional tool industry, high quality tools that were made in the United States, but for the most part that’s gone too. It’s because you didn’t want a high quality tool. It was “overpriced”. So the corporate home improvement stores gave you what you wanted- a cheap third world tool and you bought it. And now you whine and complain like a bitchfest on The View because the tool you bought at a home improvement store broke.
JimC
i will be returning a second Kobalt 1/4 inch ratchet in the morning. I will not be buying any more Kobalt tools. I am a professional mechanic and use snap-on at work.
Picked up a cheap Kobalt ratchet for use around the home and did not use it 3x before it jammed.
Returned it, questions were asked, it was a hassle.
Replacement unit failed immediately. Same issue. Jammed. You cannot tell me that this is not a known issue.
The problem is that mechanics are used to true no hassle warranty replacement and Lowes/Kobalt can’t compete.
Snap-on uses to have a slogan “There is a difference”…they have proven that to me frequently over the years.
You get what you it for and if you add my time at $95 an hour plus has etc…that ratchet cost me $200.
No more madness.
jack
brought a set of kobalt hand tools 2 xmas ago. the 3/8 ratchet broke and took it to lowes. they told me to call the 1800 number. then customer service ask for the item number. I was like WTF how should I know. after 30mins of bullshit I hang up. never buy kobalt tool even if it 75%off. Harbor freight has better warranty then Kolbalt. I can walk in with a broken tool and come out with a new one.
Dan
A Lowes wouldn’t let me exchange a socket. I showed the staff that it a 1/2″ drive wouldn’t fit into it. They wanted a receipt and for me to call a 1-800 number. I don’t have the receipt.
Rusty Rench
called a number I found to contact kobalt turned out to be lowes. they gave me a number for kobalt goes right back to lowes. they asked if I had prof I paid for it. how many people keep that? I have craftsman tools from 10 years ago and can still get a warranty on the tools with no prof I paid for it.
Eric J Kleinwolterink
Snapped a ten-piece screwdriver at the handle by driving over it with a scissor lift.
Walked in and asked for a new one. The girl behind the counter started asking for a receipt and stuff and I asked for her manager. I walked out with a new one five minutes later.
The box says no hassle guarantee. Unfortunately not all the employees know what that means… just gotta find the right one sometimes.
George Carter
Believe this or not…I took a Kobalt post hole digger with a broken wood handle to Lowes and the whole digger was replaced immediately!
Billy
Broke a tip off a 4 in 1 screwdriver, exchanged with no problem.
EBS
Twice my husband and I had to return broken Kobalt hand tools. Both times it required calls to Lowes headquarter Customer service and Kobalt. Both said they would gladly replace them no problem. My husband had them on the phone and was able to hand it over for the store manager to speak with them. On the first tool. No problem. Today I had to practically pull teeth to get my tool replaced. THEN the manager on duty tried to simply give me a refund of much less than the cost of my tool and when I refused she ended up FINALLY exchanging the tool and trying to give me $21. Simply because she didn’t understand the policy herself???? Of course I took the tool I needed and deserved but refused the store credit. So frustrating!!! Not worth it!
derrell
Mechanic of 35 plus years. Bought Kobalt screw drivers from Lowes as salesman was going on telling me how great the lifetime warranty is. I bought 2 large sets. had my wife take back 1 driver to find i have to take back the whole set.I dont remember what all was in the set. If I had been given this information at the beginning, I would have never bought any of them. Needless to say, I wont be buying ANY tools there again. I have my own customers to worry about keeping happy. I dont have time for the run around. Its really simple . It broke, replace it. Why do i have to take the time to dig up all of the others that are in good condition and return all of them. Plain and simple poor business. BTW they had the driver i needed in stock but it was a different color so they couldnt swap it.
Mark Melechinsky
Not a tool exactly but a Kobalt product: Laser Distance Meter.
Problem: After two years of use the unit either gives a code 208 error or it reports back the wrong distance multiple times in a row. Disclaimer: I self-test before each use by measuring a known fixed distance between two objects whose location hasn’t changed in 15 years nor has the material of construction (both metal). Unit worked reliably measuring objects ranging from stainless and carbon steel tanks, concrete and brick buildings, sheetrock and plaster walls, fabric partitions, acoustical ceiling tiles, wood and steel furniture, steel columns and beams, to a whole host of other items both indoors and outdoors in rain, under cloudy or sunny skies.
So I call Kobalt and talk to a customer rep who says I need a target plate because the returning signal is too weak. What I am measuring to and between has not changed. My self test has not changed. The unit has not been dropped or tampered with and looks as good as the day I bought it. I even put in new batteries, wiped any dust off the lens (there wasn’t any to speak of) and cleared the memory. Same error and/or same repeated WRONG distance! Her answer is: “You need a target plate.” Never had one. Never used one. Never needed one BUT now I do? That’s a load of bull manure in a bag full of holes if you ask me.
Final result: No fix; no replacement.
Charles Mann
lowes and home depot both offer the same garbage excuses from poorly trained employees and bewildered management; Sears Craftsman has the only good warranty for hand tools.
Greg
Do not buy Kobalt power tools!!! Had a 5 year old $300 miter saw. Only used a dozen times. Kept clean and stored in climate controlled garage. First time I went to move the saw with the build in carry handles the intire housing broke loose ripping out all seven screws and basically exploded the insides. It dropped to the ground barely missing my foot and left a gash in my driveway. Tools like this with general use should last a lifetime or at least a dozen years on s job site. Now I know why they have such a short warranty (3 years). Spend your money on something else. I will never buy Kobalt tools again.
John Gonnella
After two years I tried to replace my not running Kobalt lawnmower that has 5 five years Not so Hassle free Warranty. Finally, after a while of them checking to see if they could swap it for another one and not finding my receipt and could not find it under my credit card transaction in their system (I had my Receipt and credit card) It took a while and I had other appointments so I had to leave and go back later they said they would swap it. But after all the trouble and time it took or Hassle, I decided to just return as it says you can in the warranty. After a while of checking they told me I can’t return it on a weekend because they could not get authorization from? Kobalt lawnmower manufacturer I think.
Driving around today running errands with a lawn mower rolling around and hoping when I go to my next stop nobody takes it. Just more Hassle.
Hemet CA. store.
Christopher Loesch
I bought a 10 inch kobalt table saw two years ago when i installed 1200 sq. ft. of engineered wood flooring in my home. Came in handy when i needed to rip boards. Have used it sporadically since. It is installed in a dry clean place in my garage. Since then i have used it on the odd job, but just yesterday i started it up and the motor would not reach full speed and it smelt like burning plastic.
Motor’s fried. Called up Kobalt and asked them about a replacement motor since it is still under the 3 year warranty and oh no they can’t do that. Told me to go to local Lowes and return it for a new one. So i go to local Lowes and the manager refused to take it back saying it was Kobalt’s problem. What do i do here?
Phil
The other day at work I accidentally backed over my Kobalt shovel while grading paths out in the tree yard with a 1/2 yard bucket on one of our skidsteers.
Needless to say it got pretty effed up, bending the blade almost in on itself and shredding the wooden handle.
Picked up all the pieces I could find and stuffed em into a burlap sack and headed over to Lowes after my shift.
Put the sack on the counter at customer service and started pulling out pieces of shovel. As soon as the lady figured out it was a Kobalt she told me to go ahead and pick out another and bring it back to her for inventory control.
No license, no receipt, no problem. Made my day knowing I’ll never have to buy another shovel as long as they are in business. A+
Ben
I recently snapped off the 3/8 drive bit on my favorite kobalt long ratchet. I walked in with my old one, found a new one and walked to costumer service. I told them the old one broke and I wanted to replace it with the new one. They didn’t even ring it up, they just passed it over the security pad (so the alarm wound’t sound) and said good day. I was pleasantly surprised with how easy it was. I will continue to buy tools with them as long as they keep innovating and staying current and useful. Thanks Lowes.
Dale
3-8-18
I tried replacing an older 3/8 ratchet with the Kobalt brand name,
made in USA, that had broken. This was at the Tyler, Tx store with
the date being 3-6-18. I was told by the cashier that the product
could not be replaced without the receipt. And that this had been
the policy of upper management for about 1 year.
Dale
3-9-18
On 3-6-18. I tried to replace a broken, older, 3/8 inch Kobalt ratchet at the Tyler, Tx Lowes store. I was told that I would need a receipt by the customer service person. And was told that this policy had been in place for 1 year.
I took the same ratchet to a Lowes store north of Tyler in Lindale on 3-8-18
and the ratchet was replaced by a similar one with no questions asked.
The Lindale store was acting like their stated online warranty policy was still
correct and in force.
Jeremy
3-14-18
I am a auto mechanic and own all of Kobalt’s sockets,ratchets, wrenches & a 1/2in impact gun I work right next to a Lowes and walked over today on lunch because my impact just stopped working when i was taking some tires of a car they asked if i had the receipt and I explained that i work next door they flipped the tool over and looked at the date on the back that started “0216” (Feb. 2016) he told me it was made just over two years ago so no way you could have had it longer then the 5yr warranty told me to go find one on the shelf and come back up so i did and he opened it to make sure my battery was working fine everything did and told me to have a good day….. It has been the same everytime i went in with a socket, star bit, wratchet whatever…. Go get one off the shelf and come back up to scan the security bar…..have a nice day seen i live in Wisconsin and the Winter salt rust on cars can put your tools through a lot I’m not going to stop buying Kobalt tools any time soon…. Never had to show a I.D. or receiptat any location
Ken
I took a broken Kobalt socket back to Lowes tonight and was told no refund or replacement without a receipt. I have owned the set now for over a year and do not keep receipts for this king of purchase. I told the clerk that Kobalt has a hassle free lifetime guarantee on sockets and he said that was Kobalt and not the store. Lowes owns Kobalt so what am I missing. I also have a 48 volt Kobalt lawn mower that I had a problem with once again the store was no help but thank goodness Greenworks who makes it for Lowes did take care of me. In this case it looks like I am out of luck. I will not be Buying anymore Kobalt tools.
Vince
Ken, the store is in the wrong. No hassle means no hassle, we replace it if we have it, or give you something equivalent to what broke. If you don’t mind me asking, who did you speak to? Was it one of the employees at Customer Service, or someone in the Tool Dept? A lot of the time our people at the Service Desk do not know about the no hassle replacement. If it is a newer socket, it should have the item number etched into it so they can replace them easier (especially if it is out of a bigger set).
If someone comes into my store with a broken Kobalt tool or socket (something that has the no hassle guarantee), I will find them the replacement then take them to the service desk and explain to who’s working at the Service Desk that this is a defective replacement (under warranty).
Sorry that this happened, it does happen at our store occasionally. If you go back, go and speak to the Associate in the Tool department. Tell them what happened, most likely they will take care of it for you.
Ken
I did go to the customer service counter. I will go back and try the tool department and see what happens. Thank you for the information.
Norman Hicks
My local Lowe’s stores are no longer carrying individual sockets and wrenches, only sets. So if something breaks, I have to replace the whole set, if they still carry it. Plus you can no longer fill out some of the incomplete sets they sold previously. This “no-hassle” waranty is turning into a major hassle!
Brent Burkhart
Will not warranty my kobalt tuff because they now sell craftsman. Says no hassle. I guess it was, they simply said no, we will not warranty it.
Jason
No Hassle Lifetime Guarantee!!
I purchased a Kobalt 5 wrench ratchet combo set after Christmas 2 years ago. After a few uses, one the ratchet started slipping one wrench.
1st Trip to Lowes. about 3 months after purchase
Lowes: Do you have the receipt? Me:Yes
Lowes: Oh this is a set, we have to replace the entire set.
Me: Only one wrench is messed up. It’s the same model number as the single one on your shelf. Can’t we just swap one for one?
Lowes:NO
I leave because I only brought the one wrench
2nd Trip to Lowes
Me: Here’s my whole set of wrenches, 14mm is messed up.
Lowes: Oh this is a 5 piece wrench set (only sold at Christmas), we don;t have any more of these. So we can’t replace it. we only have 7 piece sets now.
Me: Ok this does’t seem like no Hassle warranty. What are my options.
Lowes: You should keep everything and come back around Christmas when we have these set’s in stock again. we can exchange it then.
Me: WHAT!!!
Lowes: We can only exchange for exact same product and you got a set.
Me: What happens if I loose a wrench and can’t bring the whole set back? Do I lose my warranty on the remaining pieces??
Lowes: We don’t know.
3rd Trip to Lowes (around Christmas)
Me: I need to exchange this set.
Lowes: No problem… wait were not selling this set for the holiday this year. We can’t exchange because we don’t have the set.
Me: Mind Blown and Fuse Flown… I tell my experience trying to replace 1 wrench with no hassle warranty. They finally understand that the single wrench is the same part # and the wrench in the set and replace the wrench.
4th Trip to Lowes.
Wait…. I’ve never been back.
Wayne
I’ve had to take three of my ratchet ranches back where the Allen screw fell out they wouldn’t make up just the bad ones they gave me a new sat. The only bad part was I had to give them the rest of the sat. Lol
Maria
The battery on my Kobalt hedge trimmer was stuck. I telephoned Kobalt directly and was told to return my battery operated hedge trimmer to Lowe’s for a refund or exchange. My local Lowe’s told me that there is a 30 day warranty on Kobalt tools if it is defective, 90 day return if it is new. I showed the returns desk my receipt for $149, dated 2 years ago plus a copy of the 5 year warranty. She refused, telling me I need to send it back to Kobalt to be repaired. Not true…Kobalt doesn’t repair items. I waited about 45 minutes while she tried to contact someone, then offered me an $80 store credit. I told her that was unacceptable as the receipt I had with me showed $149, and I wanted to speak to the manager. I waited another 45 minutes, and she finally offered me a store credit for the full amount. Very frustrating.
David Odom
I bought a set of kobalt screw drivers with magnetic tips, the large one’s tip broke off. Asked Lowe’s where I purchased it about the lifetime warranty. I was told they would have to have one like that was not in a set , in other words they didnt honor the warranty.
Just a screwdriver but was a little upset with the attitude .
Stuart
Unfortunately, I’ve heard of that happening before. If they don’t have “open stock,” you’d have to bring all of the drivers of a set for an exchange.
Maria
Try messaging Kobalt directly. I did, and had total satisfaction after Lowe’s refused to honor the Kobalt warranty. They were going to contact stores in my area, making sure they did. Hope this helps. Kobalt was wonderful, it’s the stores that are not honoring the warranty.
Larry
I just went to Lowes and they told me no ,I had to call a 1800 number that they didn’t do kobalt returns
Anna
Lowe’s is absolutely wrong! This is the message I got from Kobalt when I contacted them because Lowe’s Westbury wouldn’t take back my string trimmer that was still under warranty. Since my contacting Kobalt, the Westbury store took back another Kobalt hedge trimmer without a problem. I had the Kobalt number in my cellphone and telephoned Kobalt directly while I was in the store. (1-888-356-2258)
Kobat comment is as follows:
“I do not know why that would be the case.
You can see our warranty information here. https://www.kobalttools.com/guarantee
Do you have an address for the Lowe’s Home Improvement you visited? That is very worrisome. I would like to send a note to our team.
In the comment on our video, you said you visited 3 stores? We would love the store locations you visited as this is an issue that we want resolved as soon as possible.
Those tags are referring to a return period not our warranty. If you want a full refund, you would need to bring those back to the store within 30 days.
That is concerning, can you please let me know which Lowe’s store this was. We want to make sure our warranty policies are educated properly to the store.
Yeah, that would be greatly appreciated. We are working with Lowe’s to make sure employees are updated on all warranty information.
Thank you for letting us know. Do you know what day and time you experienced this at the Westbury Lowe’s? We’d like to look into it. Thanks!”
Anna
Re my answer from Kobalt tools. I messaged them on their facebook site and got an answer in less than 24 hours. They were very nice and helpful.
Tommy
Went to Lowe’s in Texarkana, Texas today, probably around 1:30 or 2:00. Needed to return a Kobalt 3/8” breaker bar. Went to the returns desk. Showed the lady the bar and she asked another lady there if they hadn’t quit taking Kobalt returns. The second lady said that that was correct. I asked them about the Kobalt guarantee and what I needed to do about getting a replacement. They said I had to contact Kobalt . I asked how do I go about that? They said they didn’t know, but I had to go through Kobalt.
Thank you Lowe’s, very much for your continued support for your products.
The store is located at 501 Walton Dr., Texarkana, TX. 75501. Phone (903) 831-5700.
dameron
I have used and liked kobalts hand tools,but bought a kobalt air compressor and that was a huge mistake.It leaks air after just a few months from the welds on the handle.I mean i used it maybe 3times and its useless now because it wont hold air…Save your money if you want a good compressor cheap precision tools at harbor freight is a way better compressor!
AbbyKay96
I recently tried to get a replacement for a broken Kobalt screw/nut driver handle. Half hour at store, half hour on phone with Lowe’s, half hour on phone with Kobalt, then finally to Lowe’s Twitter feed. Store wouldn’t replace it because they no longer made an identical item. Lowe’s phone said I needed to deal with Kobalt. And gave me their number. Kobalt said Lowe’s store should give me closest item to what I had and to call Lowe’s again. No one would do anything to help. Finally, the Twitter page person said something about only certain tools sold after 2016 had the hassle-free replacement policy. I asked how they would know when I bought it since I had no receipt. They finally promised a “one-time-only” $20 Gift Card as a goodwill gesture. I never received it, so called back and they sent a replacement. 2 months later, and LOTS of hassle, I have the replacement. If you are investing in tools, and want a lifetime guarantee, I would not buy Kobalt or Craftsman (now that Sears is out of business and Lowe’s is marketing Craftsman).
Scott
Lowes does not honor the “hassle free” lifetime warranty on kobalt tools without a receipt. The warranty states “no questions asked” but when I took my broken ratchet in, they refused to exchange it unless I had the receipt from four years ago.
AnnaMarie
I had the original receipt showing that I had bought my Kobalt string trimmer 2 years previously. It had a 5 year warranty, so there were still 3 years remaining on the warranty. Lowe’s refused to take it back, told me to have Kobalt fix it. I telephoned Kobalt and they said Lowe’s must honor the warranty. They didn’t. I was a good customer, but now bring all my business to Home Depot.
Richard Patton
I purchased Kobalt’s measuring tape that had a lifetime warranty. I specifically chose that brand due to the warranty. Now that is is not working, Lowes wanted me to replace it with another Kobalt tape and pay the difference. After discussing the meaning of “lifetime”, the service person stated the new one has only a 90 day guarantee. Kobalt needs to get Lowes in line or loose brand reputation. I will contact Kobalt to see what they will do. I want another tape with a lifetime warranty and hope they have a solution. Facebook and twitter will hear about this unless we get closure. I am tired of being screwed after researching my purchases beforehand.
Anna Feuerbach
I had previously left messages about my horrendous experience trying to get Lowe’s to honor their 5 year grass trimmer warranty. I even contacted Lowe’s corporate, who were very nice, but could do do very little because Lowe’s refused to cooperate with them. I had the original sales receipt, and there were 3 years left on the 5 year warranty. I tried several times to get a new one, but was told that I should send it back to Kobalt (not true). It took over 4 months for Lowe’s to grudging take it back. The cashier said absolutely no. I told her I wanted to speak to the manager. Waited over an hour. I don’t think she called him. Original price on receipt was $149. I was offered $89. I said absolutely not, I want $149 as on the receipt. I was made to wait another hour (I guess she thought I would go away), and finally she offered me a Lowe’s gift card for $149, the original price. I was wondering where the other $60 was going to go??????? Made me very suspicious. I have never gone back to Lowe’s again, nor will I. All my appliances have come from Lowe’s. I just bought a new washer/dryer and bought it at Home Depot. Lowes???? Never again. I wonder whether Lowe’s is trying to force out Kobalt since they now carry Craftsman. Sorry for this long answer.
Anna Feuerbach
I haven’t been back to Lowe’s since my horrendous situation there, trying to get them to honor the Kobalt trimmer warranty. I’m wondering whether Lowe’s is intentionally refusing to honor Kobalt’s warranty,, since they now sell Craftsman. Maybe there is more profit selling Craftsman????
BD
Lowes and the return policy is a joke. I want to exchange one broken flat head screw driver and they insist on having the entire set returned. Plain sillyness. No more Kobalt tool will go into my box ever again.
Bryan
Just got home from Lowe’s. I got the same runaround as last time. I work at lawn mower dealership in the repair shop. I can’t afford Snap-on but wanted a full set of good quality tools and I preferred that the set was all one brand. So a couple of years ago I spent over $1,500 on Kobalt tools and a set of tool boxes at Lowe’s. Last year my 1/4 drive T25 socket broke. I took it to Lowe’s and was told I would have to bring in the 300 piece set that it came with. I don’t have time to bring my tools them and hope they have my set in stock. I use them every day. This time it’s my 1/4 drive ratchet. You guessed it, bring in the whole set and we can do it. I already know that they don’t carry that set anymore. On top of that, it’s been 2 years. I don’t have the box or receipt. So I do like my Kobalt tools but I will not be buying anymore of them. It seems that Lifetime warranty really doesn’t mean much to them. To make things worse, I am the guy that does the warranty repairs on lawn mowers for 2 of out local Lowe’s stores. The box my set came in said Lifetime warranty. That’s why I bought them.
Jake
So I had a Kobalt 3/8 ratchet break on me just yesterday, the switch mechanism quit working so now it only tightens but won’t stay locked to loosen. Going to try returning it tomorrow. From reading everyone’s comments, I have no idea what’s going to happen lol
Jeff Humphries
Short and to the point. I have a 3/8 drive Kobalt ratchet that broke.Lowes refused to return the ratc het without a receipt. I said to them ,who keeps a receipt for 10 years. After refusing to leave ,they finally handed me my new ratchet hastily.
I’ll buy my tools elsewhere from now on.Good luck to anyone else who has to deal with this so called lifetime warranty.
Scott
I cannot believe Lowe’s sells a single hand tool. Now, they have Craftsman. Sears was always no hassle return of a broken tool. Lowe’s – forget about it. Even have to call Kobalt who claims Lowe’s should accept broken Kobalt hand tools. Forget about “No hassle guarantee”!!!
john
Have tried replacing a Kobalt screw driver and the store said I had to call Kobalt.
Guess what no one took the call –
Hassle free -hassle is for sure at the store and by phone never again . Craftsmen tools take them in exchange easy !
Shane Menard
But Sears stores are all closing down and My Lowes is carrying Chraftsman now. More Craftsman than Kobalt. I bet you can’t hassle free exchange Chraftsman tools at a Lowes store like you could at Sears.
Shane Menard
30 minutes ago I went in to the Lowes store on Carlsbad, NM. Store 3167. I had a 5/16 here socket in 3/8 inch drive size. While replacing brake caliper on my last off days, the hex socket failed and brok e I’m half at a kind of spiral angle. I’m thinking I could just walk into the store and grab a replacement socket and exchange the broken one for a new one. That’s a big no on that. This was at the customer returns counter. They have ne a Kobalt warranty brochure and said I would have to contact Kobalt to get refunded the money I had to spend just now so I could wall out the store with the replacement. Why does my money have to leave my account and go into Lowes account because of a Kobalt tool failure. It’s a racket. They’re figuring people just going to not even want to deal with hassle of trying to get the refund so that’s another sake generated for Lowes. What dies Kobalt do after refunding a customer? Go after Lowes to get that money back. I didn’t want to spend money or get a refund. I just wanted my broken tool replaced. As I said, a big racket just like mail in rebates. How come the store don’t process that right away and mail the rebate in them self? Cause if they did that, they wouldn’t be able to hold onto some of your money and earn interest on it while waiting for a Customer to mail in the rebate. Multiply that by thousands of customers and that’s a nice little chunk of interest income on people’s money. This experience makes me miss Sears Chraftsman where the store dealt with the paperwork and exchange process and simply took your broken, gave you a good one and sent you on your way in a couple minutes. Not a Happy Lowes Kobalt customer right now and the Kobalt warranty hotline can’t even let me stay on hold for a representative and had the automated attended ask me to leave name number and email so someone can contact me. Customer service is not what it used to be.
Anna Feuerbach
It’s been over 4 years, and I have never set foot in a Lowes store since they wouldn’t exchange my Kobalt trimmer. It had a 5 year warranty, and the battery trimmer was only a year old. I contacted Kobalt directly on Facebook and they were wonderful. My opinion is that Lowes doesn’t want to carry Kobalt tools anymore and prefer Craftsman. Meanwhile, I have bought a refrigerator, washer/dryer and range in Home Depot. Lowe’s doesn’t care.
Shane Menard
I want to add something here to go along with the post I just made. The tool that broke is about 3 maybe 4 years old. If I had the receipt from the purchase with me. I believe I would have had my money refunded on the spot and applied to the purchase of the new one and the store would probably file the warranty claim with Kobalt them self. I guess they have to show a money transaction to be able to do the warranty claim but they seem to be just putting that process on the customer. Which in my opinion is not a good business practice.
Stuart
Something sounds wrong about the hassle you had to go through.
If in your shoes I would have politely asked for a manager.
You shouldn’t have to spend money to get a broken tool covered under a lifetime warranty.
If they don’t have the Kobalt socket or tool there, you could try asking for a Craftsman instead.
Anna Feuerbach
The manager wouldn’t take back or exchange the Kobalt string trimmer, even though it was year 1 of a 5 year warranty.
Anna Feuerbach
I had my original receipt for the Kobalt battery trimmer and they still wouldn’t honor the 5 year unconditional warranty. My trimmer was only a year old.
Patrick
I purchased a Kobalt 1/2-inch 1,000 ft-lbs Impact Wrench back in June, use it everyday as it should be capable. put a few drops of oil in it every morning before use and today Nov. 4 it locked up on me. The forward and reverse push buttons were stuck and wouldn’t move. When I would pull the trigger air would just shoot out of the vent holes located at the base of handle, next to where the oil goes in. I finally got the forward and reverse buttons to press but when trigger is pulled, air still shoots out the vent holes already mentioned and the end of gun where socket would go doesn’t even spin.
Anyways, I went to same Lowes I bought it from today and told them I bought the impact 4-5 months ago and is locked up. I asked her if I could get another one due to it not being that old. She wasn’t sure what to do, uh uh uh uh, then stepped back to talk to another lady, then came back to me to say uhh we don’t replace tools here for kobalt, but what I could do is contact Kobalt and give them my model number and they should take care of it. I’m disappointed to say the least. Has anyone else had to contact kobalt directly to get replacement and what was outcome. Please provide where you went to this online as im not having much luck finding anywhere to contact. Thank You and sorry for the novel.
Anna
As of last year when I telephoned Kobalt corporate directly, they told me they do not replace their tools a d that it is Lowe’s responsibility. Fortunately I had programmed in my cellphone the telephone number of the kobalt corporate rerepeesentative who told me that Lowe’s must take care of it. Lowe’s returns desk and corporate had a heated discussion and Lowe’s finally replaced it. I had all original receipts and 3 years left on the warranty. I have never bought anything in Lowe’s since they refused to replace the grass trimmer only 2 years into a 5 year warranty.
MFC
I’ve had a Kobalt shovel, allen wrench and wheelbarrow fail and (without a receipt) they have replaced them without question. I suppose it depends on your lowes, and maybe cordless tools are different, but I’ve been pleased so far.