lowe's wrong chain saw in box

[Midniteoyl]

Amazon is guilty of it (open box, defective, used item inside) as well. Bought a new Timex watch from Amazon, sold and shipped by Amazon, and when it arrived, the watch inside was obviously a return shipped back out to me...lol The winding stem was missing and the watch was stuffed in the box. It went back again and I bought one at Kohls online, same price and new. Back during the Covid lockdown.

When I'm returning something, to any store, I put a note inside the box describing what is wrong/broken, the RMA #, and the date of return. This not only helps any return tech match the RMA to my return, but also anybody who happens to repurchase the item thinking its 'New/Like New' because the tech didn't do their job and actually open the box.

 

[Jchonline]

I thought I purchased a Craftman s205 chainsaw , but when I got home there was a troy built chainsaw in the box. also it had a damaged primer bulb. I took the troybuilt saw back to lowe's in the craftsman box I recieved it in along with the receipt. The manager looked up the troybuilt model # said the troybuilt saw was a home depot exclusive , and that no way did that saw come in that box from this store. I asked them to check another box. they brought one to the counter. unsnapped the case looked inside the closed the case quickly then told me they would not take back the saw. they didnt let me look inside the case. also the they said the saw I had fuel and oil residue in it, they said they cannot take back power equipment with fuel or oil residue . do new saws get tested before shipping? if so a saw new in the box that had been tested would not be returnable ? Anyway that was my only bad experience with lowes. not sure I will shop there again though

No way I would have left that store without a refund. Did you get a manager? I spend thousands a year at both Lowes and HD and I show them anytime they give me crap about a return. Usually works.

 

[Diggin It]

No way I would have left that store without a refund. Did you get a manager?

In the post you quoted and visible within your post .....

"The manager looked up the troybuilt model # said the troybuilt saw was a home depot exclusive ,"

------------------


Lowes has an 800 Customer Service number you could try calling. Have the original receipt handy and the box so you can read them any of the numbers they might need.

1-800-44LOWES ( 1-800-445-6937)

You can also try emailing : CustomerCare@lowes.com

Include as much information as possible including the receipt date, amount and transaction numbers. Also a picture of the box label showing the serial and model numbers.

I've had pretty good luck with them correcting issues on the first contact. There is a possibility they may be able pull the SKU and serial number on the box and see if it was sold previously.

 

[Jchonline]

In the post you quoted and visible within your post .....

"The manager looked up the troybuilt model # said the troybuilt saw was a home depot exclusive ,"

------------------


Lowes has an 800 Customer Service number you could try calling. Have the original receipt handy and the box so you can read them any of the numbers they might need.

1-800-44LOWES ( 1-800-445-6937)

You can also try emailing : CustomerCare@lowes.com

Include as much information as possible including the receipt date, amount and transaction numbers. Also a picture of the box label showing the serial and model numbers.

I've had pretty good luck with them correcting issues on the first contact. There is a possibility they may be able pull the SKU and serial number on the box and see if it was sold previously.

Missed that sorry. Still would not have left the store. Regional Manager would be next. They know darn well about the return problem...it is their faults for not properly inspecting their returns. Not the OPs.

 

[LS Tractor Owner]

I, too, have not been back to shop at Lowes since my last experience trying to exchange some Craftsman hand tools.... the ones that are "guaranteed for life". They apparently 'changed' the guarantee, and the tools have to be sent back to a service center.... this was specifically for ratchets, levels, anything that has more than one part.

The associate was helpful, trying to find "similar" replacements because they also changed the design. Some had the same numbers, some looked the same, but had different numbers......

Then the person that was going to do the exchange, didn't know how to do it because of those different numbers / items. The start of the fiasco.....

So they called an assistant manager over. He wasn't going to do the exchange at all! So, I asked to speak to the main store manager.... "they are really busy", so I was told. I replied that I will wait..... 15 minutes later, the manager showed up. I explained everything that had happened so far, the associates confirmed the situation.

Well the manager was going to hold her ground.... again explaining the 'exchange policy'. I calmly explained that the 'policy' has been changed from what I had initially purchased and the policy at that time was "exchange any failed hand tool". Another 15 minutes goes by, and I'm holding my ground....

Once she realized that I wasn't going to give up, she 'authorized' the exchange..... but it really wasn't an exchange...... she had the Cashier ring all of the new tools as a new sale, then a 'return' of the same tools, only putting my broken tools in the return bin.....

I wonder if they are going to get put back on the shelf? .... they kept all the new plastic holders / hangers with the new numbers on them.....

All said and done, spent over an hour dealing with the situation..... That's not going to happen again.

 

[LS Tractor Owner]

Home depot was another story..... albeit a better one.....

I was shopping for a new shop vac, and really liked the Rigid brand at HD. Ordered it on line, using a 10% off coupon. Received it a few days later. A sealed box, no damage. Opened it up to find there was no hose or attachments in the box.

Called customer service and let them know that the parts were missing. They explained that it would have to be returned as they don't have just the hose and attachments. No problem, but there was.... there were no more of that model in stock....mmmmm

The customer service rep said "well lets find a close model..... the next similar one was almost double the size and was packaged as a 'special buy' with an additional long hose and a 'car care kit' with multiple attachments. Of course it cost more.....

I was willing to pay the difference, but the rep immediately said "I'll mark that one down to the original one's price AND take off another 10% for your trouble". I was pleasantly pleased and surprised!

The new one arrived a few days later, the UPS guy had a label for the old one and picked it up.

I bet you can tell where I primarily shop at now.....

 

[Chewwy]

Per current Craftsman webpage FAQ,

“Return damaged product to a stocking Retail Partner.”

Craftsman Warranty

Get warranty information on your CRAFTSMAN® products at Craftsman.com. CRAFTSMAN® products are backed by some of the strongest warranties on the market today.

www.craftsman.com

 

[LS Tractor Owner]

Per current Craftsman webpage FAQ,

“Return damaged product to a stocking Retail Partner.”

Craftsman Warranty

Get warranty information on your CRAFTSMAN® products at Craftsman.com. CRAFTSMAN® products are backed by some of the strongest warranties on the market today.

www.craftsman.com

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

 

[LS Tractor Owner]

Here is the policy for "other hand tools":

Limited Lifetime Warranty
If the product fails to perform due to defects in material or workmanship, we will replace it.

Torpedo Digital Levels
Standard Digital Levels
Staplers
Miter Boxes (e.g. CMHT20600)
Levels & Squares (e.g. CMHT82391)

Certain Exclusions: Warranty is not transferable. Contact Customer Care for details. This warranty applies for only 90 days from the date of sale if this product is ever used while providing commercial services or if rented to another person. CRAFTSMAN warranty does not cover expendable parts that can wear out from normal use.

Note: If this product needs recalibration within ninety (90) days from the date of purchase, it will be recalibrated free of charge. After 90 days you must pay for recalibration. Contact Customer Care for details.

Proof of purchase is required.

 

[Jstpssng]

Per current Craftsman webpage FAQ,

“Return damaged product to a stocking Retail Partner.”

Craftsman Warranty

Get warranty information on your CRAFTSMAN® products at Craftsman.com. CRAFTSMAN® products are backed by some of the strongest warranties on the market today.

www.craftsman.com

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

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

Mechanics Tool Sets
Ratchets
Wrenches
Sockets
Individual Open Stock Tools

Note: Same warranty for all new CRAFTSMAN models (Model # starting with “CMMT”) 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.

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

 

[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.