lowe's wrong chain saw in box

[2manyrocks]

I remember walking into Sears with my Craftsman ratchet wrench that had stopped working. As I recall, they had the new assembly for it and fixed it on the spot with no receipt required. But that was a very long time ago.

 

[Torvy]

I remember walking into Sears with my Craftsman ratchet wrench that had stopped working. As I recall, they had the new assembly for it and fixed it on the spot with no receipt required. But that was a very long time ago.

Same. I could walk into Sears with any craftsman tool, even axes (handle broke when I 'missed'). They didn't need a receipt. That has been in the last 17 years (since we've been in Texas).

 

[beowulf]

Everybody has to do what they are comfortable doing. Me - I would deal with it at every level until they made it right. That is just me. I could not rest until it was corrected.

BTW - interesting story - Lowes - years ago I found the Lowes' bills confusing - if you chose the 24 months no interest (or whatever it was then) instead of the 5% off, it was lumped into your bill in an odd way - very confusing to figure out what you owed regularly and what you did not owe due to the deferral. I called several times - they agreed it was confusing - and at one point I asked - what if I just bring in the bill and you figure it out and tell me what I owe. They said that would work. I then wrote to the Chairman of the Board of Lowes - maybe it was the CEO - I think it was in Atlanta - explaining the confusing nature of the bills. I received a call from the sweetest southern lady - secretary to the Chairman or CEO. She said the chairman had received my letter, would discuss it with staff and see what they could do, but likely they could not help because their billing was handled by a separate company. Anyway, about a year later the same lady called just to see how I was doing, and then I got another call later. Just to check in on me. True story.

 

[Chewwy]

Yes, but they have some "exclusions" ..... levels and ratchets in particular.
----- of course, they may have changed their policy again.....

Ratchets are NOT excluded. The Craftsman Link clearly states

“Full Lifetime Warranty
If the product fails to perform for any reason, we will replace it.

Hammers & Demolition Tools
Finishing Tools
Hex Key
Knives & Multi-tools
Nut Drivers
Pliers
Ratchet & Sockets
Screwdrivers
Wrenches & Wrench Sets

Note: Same warranty for all new CRAFTSMAN models (Model # starting with “CMHT”) and older models (Model # starting with “9”)

No proof of purchase required. Return damaged product to a stocking Retail Partner or contact Customer Care for details.

 

[Chewwy]

That doesn't mean they will replace it there. They still may ship it out.
From the Craftsman website;



It would be interesting to contact Customer Care and find out if they repair or replace them.

My locale ACE hardware store will replace ratchets without question. The replacement may not be identical since tool design or construction may have changed.

 

[5030]

Isn't all of that Craftsman stuff imported from China today?

 

[herm0016]

I have also had good luck at ACE for craftsman stuff. I have had terrible Lowes experiences as well, with special orders and returns, and every time I go in to Lowes here, its a total mess. the depot across town is great, the people are helpful and the customer service is far superior.

 

[rocco611]

thanks for all the responses I am learning a lot from your experiences. between the thieves that return stuff that is junk and Lowes employees that mistakenly restock the junk. The customer loses. Several of you said, take the item out of the box at the check stand and makes sure it correct. The store manager was the one that bluntly said I am not taking that back. I spoke with my credit card company, the rep was helpful , pretty sure I will get my money back. but really the thing that bothers me is that I was treated like a suspected criminal by the customer service staff. I will call customer care and let them know what happened. not that it will make much difference in the long run. Guess I got punked by both lowe's and thieves ,but not giving up.

 

[Jstpssng]

My locale ACE hardware store will replace ratchets without question. The replacement may not be identical since tool design or construction may have changed.

I haven't had to try them. The last ratchet I exchanged was at a Sears franchise... he gave me a new one without a problem. 3 days later I had to change my alternator on the road and used it for the first time. Somebody stopped to offer me a boost and I checked carefully after getting the truck started to make sure there were no tools left under the hood; yet that was the last time I ever saw that ratchet. It must have fallen into someplace I couldn't see, then worked it's way out as I was going down the road.

They aren't guaranteed against loss.

 

[LS Tractor Owner]

Ratchets are NOT excluded. The Craftsman Link clearly states

“Full Lifetime Warranty
If the product fails to perform for any reason, we will replace it.

Hammers & Demolition Tools
Finishing Tools
Hex Key
Knives & Multi-tools
Nut Drivers
Pliers
Ratchet & Sockets
Screwdrivers
Wrenches & Wrench Sets

Note: Same warranty for all new CRAFTSMAN models (Model # starting with “CMHT”) and older models (Model # starting with “9”)

No proof of purchase required. Return damaged product to a stocking Retail Partner or contact Customer Care for details.

Yes, it says one thing, but when you take it into the store, they will give you a hard time..... this may solely be Lowes policy. I have not tried to take anything into Ace Hdw. , they may be a pleasure to deal with.

When there were Sears stores, never had a problem exchanging tools, including the ratchets.