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Lowes

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false advertisement and lowes is cheating people out of there money

Complaint Rating:  68 % with 28 votes
68% 28
3.4
Contact information:
Lowes
United States
lowes.com
I bought kobalt tools from lowes . i think they are better than craftsman except when it comes to warranties. at sears you bring the tool in they inspect it and replace it free of charge. i went to lowes my poket knife fell apart i got another one went to retuens presented the so called kobalt warranty "hassle-free" and this is what i got, let me see your id, your address and name wont let us replace this becuase lowes system wont let it through. then politely i got mad the warranty states this and i quote "LIFETIME HASSLE-FREE GUARANTEE, You should never have a problem with your Kobalt tools, However, if you do, just return it to the place of purchase for a free replacement, no questions asked. this is false advertisment and lowes is cheating people out of there money if they cannot stand behind the guarantee of a product they sell. if i could sue them for the embarrasment i will!!! My money means the world to me even if they disrespect it with lies. That's why i buy tools with a warranty aint that what we supposed to do!!! By the way it was the lowes at 117 william penn plaza durham, nc 27704.
Complaint comments Comments (21) Complaint country United States Complaint category Products & Services

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D  30th of Aug, 2010 by    +3 Votes
Someone like you would try to sue over "embarrassment."

Lowe's does stand behind their products and they aren't falsely advertising their lifetime guarantee on their Kobalt tools. My wife works for Lowe's in their Corporate LP office and clarified your problem for me.

Here's how the lifetime guarantee works at Lowe's with Kobalt Tools.

The broken tool will be replaced with the exact same tool or a comparable tool if the broken one is no longer manufactured or available.
Customer service will do a refund/re-bill so that you not only have a receipt for the new tool but so their inventory is correct.
If you don't have your receipt or if they can't look up the transaction with a debit/credit card or check they will use your drivers license information to issue a store credit for the refund/re-bill.

The only time Lowe's returns system will reject your drivers license information is when you have been flagged by Lowe's Loss prevention for excessive fraudulent returns. In the past people have "tried" to sue saying that it was an "evil store manager" or "crooked loss prevention manager" that flagged them however Lowe's is smarter that this and "aint" going to open themselves up to frivolous lawsuits by uneducated idiots like you. The only people that can flag your drivers license and prevent you from making a return for store credit(even if it's for a Kobalt Lifetime Warranty) are the folks at Lowe's headquarters in the Loss Prevention office at the corporate level. Also, they are only able to flag your license once they have valid actionable proof of your excessive fraudulent returns. This doesn't mean they're going to come after you but this does mean that if you make a fuss at their level or if you try to sue them for whatever ridiculous reason they will use this proof against you in court as a defense and then press charges using the same proof they used to defend themselves agains your "get rich quick" lawsuit.

How did they get this so called "proof?":
When your drivers license comes up in the system enough times it sends them an alert. They investigate the transactions which are linked to the in-store security cameras and monitor your current and previous transactions. All return transactions are monitored and all store video is uploaded to a central record keeping facility so that they may have all store video and transaction video/invoice details at their fingertips. If when they go back and look at the video and see you doing something you shouldn't have(like stealing or manipulating product or prices) then they'll flag your drivers license for fraudulent activity. This is the ONLY reason your drivers license information won't go through Lowe's returns system.

The system didn't just not accept your name and address information. You were locked out by Lowe's Corporate Loss Prevention and you know it. You're complaining on here because you got caught and know it won't do any good to complain to Lowe's any further than you already have when you were politely told to piss off. Otherwise if Lowe's made a mistake they would have corrected it like they always do.

The "LIFETIME HASSLE-FREE GUARANTEE" applies to honest paying customers. Since your actions have gotten yourself locked out of Lowe's returns system, you should be complaining about yourself and not Lowe's. Next time keep your receipt and there won't be a problem.

Stop looking for reasons to sue people and learn how to behave like civilized human being.
N  7th of Dec, 2016 by    0 Votes
@JamesDRob Really? The only uneducated douche bag around here is you. I have read all of your irrelevant and highly frivolous nonsense and for your information and for your little wife who works there... It is not illegal to do returns and the only fraudulent or red flag activities taking place are either those who obviously steal and or by those big business [censor] who definitely don't mind selling you products but " beware if wanna return them, because that's a suspicious move " yeah, dude give me a freakin break. You sound like another dumbed down mindless liberal cockroach. What makes you more of a dirtbag is you having the audacity to slam someone who has the right and the freedom to practice their rights and freedoms by telling them to behave like a civilized human being. Wtf!? Really dude!? Lmfao! You might seem as though you're intelligent but the fact is that only you see that. Once exposed and your mouth opens, blam! You screw yourself over because your behavior and your ideals of legitimacy and or fraudulent in the returns area are a joke at best and you or your wife and their policy wouldn't last 10 minutes in a legal court that has honest and no big business agenda attached to it. Look, bottom line, how about you get a life and find real issues much more serious and that are actually illegal without a doubt to stand against but to attack someone who clearly isn't going to go through all this if they're guilty of wrong doings, huh, that only makes you the only jack##s in this discussion and most importantly a threat to freedom for all in america and if that's the case then you better prepare to be awakened real quick because america will take no more crap from you liberal cockroaches! Class dismissed, now run along kid.
N  3rd of Oct, 2010 by    -3 Votes
I used to work in returns at lowes and it seems the problem wasnt that they didnt want to return for you but that you had returned too many items without a receipt in the past. After so many items without a receipt the system will not let you return something, no matter the reason unless you have a receipt. It sucks but there is nothing they can do about it at the store.
N  3rd of Apr, 2011 by    +2 Votes
I went through a complete home remodel and like most people had to bring things back...most of the time with a receipt..I was informed after I could not return an item that too many returns were made...NOT MY PROBLEM. Lowes has a return policy and NO WHERE is it stated in store that X amount of returns with no receipts results i the loss of the ability to return an item. If it was posted I would have no issues. But it is not and I had to get on the phone and wear out corporate to reset my "return" limits. Stupid.
N  8th of Jun, 2011 by    +1 Votes
Lowes is getting customers into a deeper debt than if they would just go out purchase carpet, pad at a real honest price from a Floor covering store and pay for their own choice of installer. The price that Lowes sells their material at is not the problem, the problem is that it is not legal to pay a licensed Installer $35.00 to do a whole house. They are luring in people who think that they are getting a super deal when by the time the job is complete if everything is itemized you will see that Lowes has made a profit in every area of the transaction. If people don't have cash, they offer them a Lowes credit card and then your at their mercy for everything that will be done which will be an extra charge. Here's an example:
Lowes offers complete job. They charge you to have an unkown installer not of your choice come to your house and tell you how it will be not sit down and talk with you ( after all their not making any money just visiting, if you want ideas get in touch with an interior decorator Lowes has them too. Then their installer will not give you the amount of yards you will need after all they work for Lowes not you the customer. Then this info will get sent away to an accounting firm of Lowes choice. This is to figure out amount of materials you will get ( you get charged for this too.) Oh and by the way you will get extra material on average any where from 10 to 20 yards of extra carpet and pad and you will pay for it whether you need it or not. This is what they call standard practice for them. Then they will tell you that there is a delay in the shipment of the materials...why? Because they want to make sure that they are making interest on your credit card or their installer is still on the previous job and that is easier to say than to explain that they are working these guys to the bone. Then the day comes to install. You must be on your best behavior when they show up to install because if you don't like them it is no skin off of their backs as they will just pack up and leave for the next job, with all the furniture left in the other rooms because you thought that would make things run smoother and they won't loose anything if you get upset. You would have to get in touch with the 800 number to file a claim. Now you have become a Lowes hostage. Wow, all this because you believe that you are getting a killer deal on installation all for $35.00. Ask an installer that works for Lowes just how much they make on a job that is suppose to be for this price and you will see that you are paying so much more for the materials than you think and not to mention all the hidden fees.
A  26th of Aug, 2012 by    -2 Votes
As a Lowes Installer, I agree. My service truck doesn' t run on love, and my help still needs to be paid. You are paying top shelf for any of the " Box " store services. If you feel
you are able to get a better deal locally I encourage you to buy local service from a Mom and Pop store. A large number of consumers choose Lowes because of the ability to purchase services on impulse due to consumer credit. Lowes caters to the consumer and their desire to " beat the Jones ". I have worked for Lowes as a sub for 12 years and managed as many as 20 trucks in three states. I see it every day. BTW Lowes and Wal Mart have the same color Blue in their ads. Thats not an accident.
N  3rd of Jan, 2014 by    +1 Votes
The Lowes credit service is using deceptive practices! Im contacting the better business bureau regarding the fact that they negate to give you a monthly summery on all your purchases . By doing that it leaves the consumer in the dark about what they purchased and also an account of the dollar amounts . By grouping the non interest account with the regular purchase amounts you cant figure out what your individual balances are. Every other credit card company gives you a monthly purchase account. Your unable to screen if your cards been tampered with if you cant see the activity. They are scamming many elderly people and women. Woman are the largest consumer group using Lowes. They need to be accountable to these practices! Please join to sue the company! nataliakorrr@hotmail.com
A  6th of Sep, 2014 by    +3 Votes
JamesDRob, you said the ONLY reason a driver's license won't go thru is due to being red flagged for fraudulent activity. My license won't go thru, but I definitely haven't done anything fraudulent. I called the number on they return denial slip for the Refund Admin, and he said all he could do is ask the management at the store to contact me. This makes no sense. I was just at the store and they said the only thing I could do is call the number to find out why the return was denied. The Refund Admin said they would contact me within 24 hours. They contacted me two days later and told me that they can't do anything about it and the reason was that I made too many returns without a receipt. He wasn't sure what the limit is, but he thought it was 6 for 6 months. I haven't made 6 returns without a receipt. I made three returns "without a receipt", because they couldn't even do the return WITH my receipt that I actually did have. The only way they could do it was to return my 3 items one at a time without a receipt. It's not my fault Lowe's stupid ### system can't do a return with a valid receipt.
N  5th of Nov, 2014 by     Best Advice +5 Votes
JamesDRob Your absolutely wrong about it only being fraudulent returns, I dont know how you came up with that crap but your wrong.
N  16th of Dec, 2014 by    -1 Votes
Lowes system flags ID's based on number of returns of items that are high theft in stores. If you return breakers for example numerous times without a receipt then you will be flagged. If you return multiple items that aren't normal use example 10 saw blades at a time without a receipt then you will be flagged. If you say you bought something last week and the store hasn't sold the item for 3 months (you lied) and will be flagged!
N  15th of Jan, 2015 by    +3 Votes
To jamesdrob
You're a jackass. Lowes doesn't lock you out because of fraudulent returns. It's based on the amount of returns in a given time frame. I built a house and had a contractor account there. I would often buy more than needed to limit more potential trips, because of this l was locked out. The reason wasn't because of criminal activity but rather I wasn't going to sift through about 75 receipts to find every single thing i was returning. They said with a receipt i could return anything any time, with no limits. Quit getting on here and spewing your professionally sounding ### and making people feel like criminals. You're a tool.
D  9th of Jan, 2016 by    +2 Votes
I have never had a problem returning Kobalt Tools I found it easier sometimes then even returning Craftsman. My tape measure got wet and shot out of it's housing I brought it back in a bad and they gave me a new one didn't even have to go to customer service maybe it was the way you approached them.
N  16th of Jan, 2016 by    +2 Votes
So I returned for my husband due to me a stay at home mom he has called me to his job varies times to ask me to run and return something at Lowes I have many times with a receipt only a couple without a receipt so your saying if you return without a receipt 3 times you can never return again? I know home depot is 3 returns without a receipt in 45 days time only cause I worked there but we would rather go to Lowes but I think the whole return 3 times is ridiculous
A  8th of Feb, 2016 by    -1 Votes
I had been a buyer at Lowelows for 18 years never returned anything. This year we bought a house and I'm doing a complete remodeling job I purchased all my plumbing at lowels, electrical, and kitchen flooring Pergp as advised by their employees I could installe it with no problems in the kitchen seeing a huge dog sitting onto of it, now after 3 months it a mess the sides are bunbled up, scratches, and dents, chipping and forget walking on it without leaving footprints all over it. I called Lowels and guess what they don't want to help me they said I put water on it even one teaspoon of water can leave bubbling, well why do they call it flooring if you can't walk on it wash it, or use that room at all I will never use Lowels again like I told the manager your going to loss a good customer of 18 years with never a return or problem until now and it's just for 450 dollars, I didn't even want cash just let me come and pick a different flooring. Now I have to call BBB, consumer report, and file a small claim all because I can't take this flooring up until I justify way because I'm using my disabled sons settlement to make sure the house that will be left to him is safe, they don't care about anyone just the amount of money their making.
N  18th of Feb, 2016 by    -2 Votes
I too have never had a problem exchanging a defective item at Lowe's, Kobalt or not. But returning for cash they ask for ID and the CC used because they refund the CC instead of cash, I suppose so you can't use a stolen CC to buy something then come back and return it for cash. Or you steal it out of somebodies garage on your way there and try to get cash or exchange it for a new one.

Heck, I bought a riding mower, used it several times then, (of course a month after my purchase), they offered a free dump cart with purchase. I just went to CS desk with my online receipt and told them I wanted to return my mower then immediately repurchase it and get the free dump cart. She asked where the mower was, I told her at home in my carport, you want me to go get it then exchange it for one a month newer? Twenty minutes later the employees had the dump cart loaded in the truck. They did ask for ID and the CC used because they had to refund the money then recharge my account.

I buy online a lot, Lowe's has a place called "My Lowes". Online purchases automatically get recorded there when you buy online, but you can come home with your cash purchase and enter the invoice/receipt number and now THEY already have a copy of all your receipts. Those that complain on here took more time complaining than it takes to register your purchase.

I do not know about that 3 in 3 or 6 in 6 months return policy, never had a problem, mostly because all my receipts are registered. But you gotta understand that the few bad apples that steal tools from hard workers that actually buy and need tools, will go to Lowes and return an old used tool for a new tool and sell it for more to buy more crack. You know it happens, I saw this strung out guy at Sears, he probably didn't know what tools are for, exchanging a whole box of mixed Craftsman tools. I noticed they were etched with initials that wasn't his, at least what he said his name was.

They used to ask for your phone number at checkout, for the same reason, to keep track of purchases, exchanges and refunds. I always use my Visa Debit Card so do not know if they still ask for phone numbers for cash purchases.

And as some have complained, you're right, they are a Big Box store, they carry a lot of sub-par items. Do your due diligence and purchase the better item for a little more or not all all. You want cheap, you're going to get a 'Made in China' item. Don't expect prime rib with a Big Mac price, you get what you pay for.
N  4th of May, 2016 by    +1 Votes
I agree with most of Lowe's return policy... However, for a lifetime replacement item, neither a receipt nor a driver's license should be required! I've NEVER had to show either when replacing a Craftsman tool & will video what happens when I go to exchange my tape measure that I've had for YEARS!!!
A  23rd of May, 2016 by    +1 Votes
I was a store manager at Lowe's for more than 10 years. The Kobalt "hassle free" policy is a joke. Everytime you do an exchange without a receipt the system keeps track of you by your license. The refund admin does not differentiate between a Kobalt tool exchange or a handful of circuit breakers stolen off the shelf. You are automatically lumped in with those doing fraudulent returns whenever you do a Kobalt exchange. But here's where the "squeaky wheel gets the oil". Talk to the manager. Demand he do the exchange, and if he refuses? 1-800-44LOWES and file a complaint against the store. Corporate will contact the store and seek resolution. If they continue to refuse. Call the corporate line back and ask for an executive escalation. Believe me. By the the time it reaches the market director, regional VP, right up to CEO Robert Niblock. You will get satisfaction. When the Market director is involved, you will not only get the exchange, most time the manager is directed by the MD to issue a gift card as well.
A  23rd of May, 2016 by    +2 Votes
This is easily resolved. Call the corporate customer care line. They will contact the store manager. If he refuses, call corporate back and ask for escalation to the market director. Seen this happen before. Once the market director, regional VP is involved. Word will come down to the store to "take care of you customer". I have not only received the exchange, I get a gift card for the inconvenience.
N  10th of Nov, 2016 by    0 Votes
I didn't read every comment but as I just had a similar with trying to exchange an item and being told my license is flagged I'd just like to say that the idiot who's an expert because his wife works in an office is a bad person. I am a successful contractor and work with a few interior designers and customers in general who choose to provide their own materials. When the materials are wrong or whatever and need to be returned I can only take their word for it when it comes to where they purchased them. If Lowe's is so prepared with video to backup absolutely nothing, maybe loss prevention should prevent loss at the store to avoid any issues. Better yet when I take an item to the desk and explain that I am not sure if they were purchased at Lowe's maybe their computers should be able to stop the return right there and save everyone a headache instead of exchanging it and then deciding to quietly slip it in my ### so that when a loyal customer like myself who literally spends thousands a month comes in to do a quick exchange for a job I don't have deal with some some kid who's balls have barely dropped passing judgment on me like I'm some kind of criminal when in fact I've actually gone back and payed for items that idiots have failed to ring up in the past because it's the right thing to do. I immediately called the number on the slip and had to leave a message. I can't stand Home Depot but as much as I hate being that guy who says ill never shop somewhere again, I hope the ceiling collapses and hits the smug little on the head. As far as guaranteeing a tool like Craftsman used to, one thing should have nothing to do with the other. Back up your products and screw people on other returns.
N  25th of Jan, 2017 by    0 Votes
Bought a LG top loading washing machine in April, 2015, model #WT1101CW at Lowe's. We also bought a 5 year service plan that was issued by Lowe's. In December of 2015 through January 29, 1016, we had 8 service calls on this machine, it would not finish spinning out the water properly before it would shut down mid-cycle and start over. Finally the last service call and after having the mother board, the motor and the rotor replaced it started working as it should. Early January of 2017, it started acting up again, wash but will not finish the spin cycle. Last Saturday one of the repairmen that contract through Lowe's was here 3 hours still couldn't get it to work. Before he left he said the machine needed the four dampers replaced. He came today, replaced the dampers, and it still will not properly work. Lowe's policy is a service repairman has to come to your non working machine, up to 3 times with a 30 day pause between each service visit before they will replace the product. The repairs that were done in 2016 were done under the one year service policy of LG. This machine is a lemon, and nothing but a lemon. Lowe's 5 year service policy sucks.
A  23rd of Sep, 2017 by    0 Votes
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.

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