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Old 06-29-2020, 02:09 PM   #1
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Craftsman hand tools and Lowes - are you having nightmares like I am ?


I've been a fan of Craftsman tools for years (I have a 'Craftsman Club' card that says 'member since '1991', which is probably when Sears started that program to get sales / deals....).

And if I had a problem with a craftsman hand tool, it would be no big deal to go to Sears and swap it out at the register with minimal time or paperworl.

Now that Lowes is selling craftsman (I heard they had the exclusive? but then I recently heard radio ads from Ace hardware advertizing Craftsman products?), most times it's a nightmare to try to get a replacement for a damaged / failed hand tool.

Knowing this, I saved up some tools that needed to be replaced to make 1 long trip instead of 3 long trips to Lowes.

Sure enough, this exchange took 1 hour at their customer disservice desk.* That was after I picked out the replacement items from the shelves).

1 item was a direct Craftsman replacement* so that only took 1/2 hour (a foldable utility knife).* The other 2 items - a Craftsman garden nozzle and a craftsman coping saw, took another 1/2 hour.* They don't have craftsman made versions of that. so they were stumped about making a substitution.

In that 1 hour, they pulled out a thick 8 1/2 x 11" stack of papers stapled together with a black cover page and 'Craftsman' in white.* Then they pulled out a spiral bound smaller book of glossy, thick pages to look at that.

In the process, I dealt with 3 people at customer disservice & 1 assistant manager and it wasn't till I called other stores trying to reach a regional manager while these people lost interest in helping me that the general manager and operations manager came over and made the replacements within 2 minutes.*

Me being me, I have to point out flaws in company's systems and avoid this if / when I have another Craftsman exchange and contacted executives at Lowes.**

At first they were apologetic and even sent a $50 gift card for my trouble.* Then as a follow up,*

I wanted to reach out and provide an update on the issue you had with exchanging the Craftsman products you had. Not all Craftsman products obtain a lifetime warranty and the items that were attempting to be exchanged did not. The Store Manager agreed to process the exchange as a one time courtesy due to the issues and inconveniences that you ran into.

I sent them links of the items involved showing that they did have lifetime warranties.* What were they basing the no warranty on?* Someone at the store trying to save face?)* I haven't heard back from them after repeated explainations.

Do you have nightmares with Craftsman tool exchanges?* At Lowes?* Is there advice you can give?**

I know I swore off Kobalt hand tools (Lowe's private lable) because they would give hard times replacing things.* They would come out with a set of screwdrivers, then stop making it.* So not having a direct replamcent threw them in a tizzy.

I am moving more to Husky (Home Depot) and Harbor Freight tools.**

I realized over the years - I would lose more tools than need to get them replaced.* So why pay more for the lifetime warranty only to more likely lose it.

Harbor Freight is much cheaper and their replacements have been a breeze.

If you have problems at a Lowes store, I have some executives emails. Not that it seems to help. They are very disinterested at the store and corporate level. I"ve been a fan of / shop only at Home Depot over the years because of the Kobalt issues and now this. And Lowes is closer!

THANKS!
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Old 06-29-2020, 02:20 PM   #2
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Re: Craftsman hand tools and Lowes - are you having nightmares like I am ?


Long gone are the days when Craftsman meant something. I am saying that as a kid that used to love to go to Sears and wander the tool aisles.
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Old 06-29-2020, 02:23 PM   #3
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Craftsman are pure bottom of the barrel tools now. I have a whole bunch of harbor freight hand tools that are built better, last longer, cost less and have a better return policy than craftsman.

I'm sure before my time they were great (I still have a few old craftsman tools from my dad that are good) but I don't bother with craftsman at all these days.
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Old 06-29-2020, 02:40 PM   #4
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Re: Craftsman hand tools and Lowes - are you having nightmares like I am ?


I have several sets of Craftsman sockets that I bought decades ago. I asked at Lowe’s and they said that they would swap broken tools as long as the replacement was something they had in stock. I gathered up all my broken sockets and took them to Lowe’s on my next trip there. I selected replacements and went to the service desk and they looked them over to make sure they matched my returns and they processed it. It took about 5 minutes after I got someone to wait on me.
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Old 06-29-2020, 03:07 PM   #5
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Re: Craftsman hand tools and Lowes - are you having nightmares like I am ?


Craftsman has been owned by Stanley Black & Decker since early 2017. They should be the ones you complain to.

Here is their Craftsman Warranty.
https://www.craftsman.com/customer-c...ty-information

Lowes does not have an exclusive with them. You will find them at Ace, Menards, Blains, Atwoods, Napa and Amazon.

Note That in the warranty it refers to stocking dealers. In other words, not all of the dealers carry the same product. So (as an example) if I had a craftsman battery terminal spreader to exchange, Id probably take it to Napa rather than Ace or Lowes, as Napa would probably be more likely to carry that item.

If you get any pushback or problems at any of the Locations, Id be on the phone to SB&D Craftsman @ 888-331-4569
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Old 06-29-2020, 03:16 PM   #6
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Re: Craftsman hand tools and Lowes - are you having nightmares like I am ?


Aren't craftsman tools made in china now?
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Old 06-29-2020, 04:22 PM   #7
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Re: Craftsman hand tools and Lowes - are you having nightmares like I am ?


I didn't have any problem getting a wrench (box end ratchet) replaced at Lowes, after going through a bunch of rigamarole at Menards, only to discover they didn't have a replacement, so they couldn't exchange it.
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Old 06-29-2020, 06:10 PM   #8
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Re: Craftsman hand tools and Lowes - are you having nightmares like I am ?


LS-6, you are correct. Made in China. Long gone are the days where this country built a quality product. Company CEO's never want to not spend any money, but still ride in the private jets. I don't get that. I do like the idea of the tv show where the owner/CEO goes undercover.

BTW, love the Chevelle.
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Old 06-29-2020, 09:52 PM   #9
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Re: Craftsman hand tools and Lowes - are you having nightmares like I am ?


I'm not sure it's a "Craftsman" problem, but rather a Home Depot/Lowes employee problem...

HD threw away two brand new locksets ($200 worth) that we'd left to get keyed. Their key guy was sick for two weeks and they'd said to leave the locks and he'd do it when he got back. We said okay, cool. Then we came to pick up three weeks later, as instructed, and the chick at the counter casually says they only hold stuff 2 weeks so it probs got thrown away. I about yelled at her...

Employees don't give a hoot, doesn't matter to them if you suffer or not.
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Old 06-29-2020, 10:22 PM   #10
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Re: Craftsman hand tools and Lowes - are you having nightmares like I am ?


Quote:
Originally Posted by Mystriss View Post
I'm not sure it's a "Craftsman" problem, but rather a Home Depot/Lowes employee problem...

HD threw away two brand new locksets ($200 worth) that we'd left to get keyed. Their key guy was sick for two weeks and they'd said to leave the locks and he'd do it when he got back. We said okay, cool. Then we came to pick up three weeks later, as instructed, and the chick at the counter casually says they only hold stuff 2 weeks so it probs got thrown away. I about yelled at her...

Employees don't give a hoot, doesn't matter to them if you suffer or not.
It's above their pay grade to have any intelligence.


ED
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Old 06-30-2020, 02:36 AM   #11
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Re: Craftsman hand tools and Lowes - are you having nightmares like I am ?


Pretty much.

Ace is probs a better bet, they at least screen their employees for caring about the customer and company.
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