• Report: #406767

Complaint Review: Home Depot

  • Submitted: Wed, December 31, 2008
  • Updated: Sat, January 09, 2010

  • Reported By:Wichita Kansas
Home Depot
Wichita, Kansas U.S.A.

Home Depot - Husky Tools refused to honor lifetime warranty of tape measure which was the only reason I bought the tape the manager was very rude Wichita Kansas

*UPDATE Employee: lifetime guarantee is online now

*Consumer Suggestion: The Home Depot is very rude to deal with

*Consumer Comment: Rigid

*UPDATE EX-employee responds: Husky is the exact same as Craftsman ... if you have an issue, ask for a MOD

*UPDATE EX-employee responds: Husky is the exact same as Craftsman ... if you have an issue, ask for a MOD

*UPDATE EX-employee responds: Husky is the exact same as Craftsman ... if you have an issue, ask for a MOD

*UPDATE EX-employee responds: Husky is the exact same as Craftsman ... if you have an issue, ask for a MOD

*Consumer Comment: The problem with Employee's not knowing

*Consumer Suggestion: Well well well.

*Consumer Comment: husky warranty

*UPDATE Employee: Read ALL of the details on lifetime warranties

*Consumer Suggestion: Try Craftsman

*Consumer Comment: home depot and husky

*UPDATE Employee: The manager more than likely wasn't a manager

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home depot is a joke I have spent thousands of dollars there never again the tape measure was printed with a label stating lifetime warranty they are liars

Matt
Wichita, Kansas
U.S.A.

This report was posted on Ripoff Report on 12/31/2008 03:17 PM and is a permanent record located here: http://www.ripoffreport.com/r/Home-Depot/Wichita-Kansas-67209/Home-Depot-Husky-Tools-refused-to-honor-lifetime-warranty-of-tape-measure-which-was-the-406767. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 14Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

lifetime guarantee is online now

AUTHOR: Rob C - (USA)

 I never agreed with the change in policy, but your problem can be resolved by contacting home depot.com. That's where they are replacing Husky tapes. Unfortunately, most people need their tape now. You can also replace it in store with a Stanley PowerLock. You don't retain the lifetime guarantee, but you can get your replacement right away. It is a confusing policy, but the ASMs should know about it. Cashiers probably don't know it.

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#2 Consumer Suggestion

The Home Depot is very rude to deal with

AUTHOR: area51 - (United States of America)

I have a NEW Tape Measure sitting in front of me right now and it says,

 LIFETIME WARRANTY

 GARANTIA DE POR VIDA 

If you are not satisfied with your Husky product for any reason, return the product to any Home Depot retail store for replacement with an item of equal or greater value. This warranty gives you specificrights, and you may also have other rights, which vary , from state to state. Please see store or call 1-888-HD-HUSKY for details.

If you (THD) sell it, you should HONOR the WARRANTY as everyone else (Sears, Lowes, Costco and so on) Honors the product warranty of the items they sell.

I had a problem with Husky tool and took it back to THD San Diego and was told they would not honor the warranty because it looked like to tool was used and worn-out. I was told nothing last for ever. No matter what I said, the Manager said Nope, Nope and Nope, Just like that. I has Upset to say the least and went up the street the lowes to purchase another 3/8" ratchet. When I walked into Lowes an employee greeted me and said how are you doing this evening sir, I said better now that I'm not in The Home Depot. He asked me to explain and I did. He was not a manager but before I even reached the tool department he flagged down the Manager and explained my problem. They (LOWES) Honored the warranty and gave me a New 3/8" ratchet. I prefer Craftsman tools but let me tell you, I will shop at Lowes even if it means driving 15 miles out of the way. I can't tell you how good the Kolbolt tool are since I only own a ratchet and a set of pliers but Lowes treats you like a Customer.

Oh and what about all of the people that traded in all of the Craftsman tools in exchange for Husky tools about six years ago?

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#3 Consumer Comment

Rigid

AUTHOR: Robert - (U.S.A.)

I thought Rigid was owned by Emerson, NOT The Home Depot.

Perhaps THD should shoot an email to Emerson to let them know. (www.emerson.com.)
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#4 UPDATE EX-employee responds

Husky is the exact same as Craftsman ... if you have an issue, ask for a MOD

AUTHOR: Nunya84 - (U.S.A.)

I used to be department head of hardware at a THD store in Indiana. THD associates are advised of which products can be replaced at the store level and which manufacturers require the replacement to be completed by their own company...but only for the major brands sold within that associates department. THD sells products from thousands of companies and it would be impossible to expect every associate to memorize the return policy for each and every manufacturer. Make sure you are talking to the right person for the right department. When in doubt ask for the department head for that department or ask for a MOD. Also, any associate below the level of a department head, may not know how or be allowed to process a RTV (return to vendor) request and therefore it's safer to advise the customer to contact the manufacturer directly than attempt an invalid RTV, as the associate would get written up for it.

As for Rigid/Ryobi/Husky/etc., those brand names are owned by THD, however the products themselves are often identical to other brands that are owned by other companies. Example, according to the company representatives that speak at the yearly Hardware Road Shows, Husky screwdrivers are created and sent down the exact same conveyor belt as Craftsman (name owned by Sears) screwdrivers, but they are equally separated near the end of the manufacturing process and some of the screwdrivers have the "ball" shape cut off the end of the handle. After finding this out, it was pretty entertaining when I encountered a customer who clearly broke their Husky screwdriver into two pieces by sawing through it (therfore it wasn't a manufacturer defect and I had the right to refuse the replacement anyways) and wanted a replacement (which I refused) and the customer replied something like "a Craftsman screwdriver would never break like this one did".

Also, I notice that Matt didn't mention why he was trying to have the tape measure replaced. Was it truly for a manufacturer defect? THD encounters thousands of fraudulent attempts for returns and replacements every day. One of my favorites was from a gentleman who spent over 20 minutes literally screaming at me for refusing to replace his Rigid circular saw that he purchased when they offered the lifetime warranty. He wanted a replacement because he was cutting a piece of wood and managed to cut the electrical cord off the saw, rendering it useless. Lifetime warranties don't cover stupidity or consumer accidents.
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#5 UPDATE EX-employee responds

Husky is the exact same as Craftsman ... if you have an issue, ask for a MOD

AUTHOR: Nunya84 - (U.S.A.)

I used to be department head of hardware at a THD store in Indiana. THD associates are advised of which products can be replaced at the store level and which manufacturers require the replacement to be completed by their own company...but only for the major brands sold within that associates department. THD sells products from thousands of companies and it would be impossible to expect every associate to memorize the return policy for each and every manufacturer. Make sure you are talking to the right person for the right department. When in doubt ask for the department head for that department or ask for a MOD. Also, any associate below the level of a department head, may not know how or be allowed to process a RTV (return to vendor) request and therefore it's safer to advise the customer to contact the manufacturer directly than attempt an invalid RTV, as the associate would get written up for it.

As for Rigid/Ryobi/Husky/etc., those brand names are owned by THD, however the products themselves are often identical to other brands that are owned by other companies. Example, according to the company representatives that speak at the yearly Hardware Road Shows, Husky screwdrivers are created and sent down the exact same conveyor belt as Craftsman (name owned by Sears) screwdrivers, but they are equally separated near the end of the manufacturing process and some of the screwdrivers have the "ball" shape cut off the end of the handle. After finding this out, it was pretty entertaining when I encountered a customer who clearly broke their Husky screwdriver into two pieces by sawing through it (therfore it wasn't a manufacturer defect and I had the right to refuse the replacement anyways) and wanted a replacement (which I refused) and the customer replied something like "a Craftsman screwdriver would never break like this one did".

Also, I notice that Matt didn't mention why he was trying to have the tape measure replaced. Was it truly for a manufacturer defect? THD encounters thousands of fraudulent attempts for returns and replacements every day. One of my favorites was from a gentleman who spent over 20 minutes literally screaming at me for refusing to replace his Rigid circular saw that he purchased when they offered the lifetime warranty. He wanted a replacement because he was cutting a piece of wood and managed to cut the electrical cord off the saw, rendering it useless. Lifetime warranties don't cover stupidity or consumer accidents.
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#6 UPDATE EX-employee responds

Husky is the exact same as Craftsman ... if you have an issue, ask for a MOD

AUTHOR: Nunya84 - (U.S.A.)

I used to be department head of hardware at a THD store in Indiana. THD associates are advised of which products can be replaced at the store level and which manufacturers require the replacement to be completed by their own company...but only for the major brands sold within that associates department. THD sells products from thousands of companies and it would be impossible to expect every associate to memorize the return policy for each and every manufacturer. Make sure you are talking to the right person for the right department. When in doubt ask for the department head for that department or ask for a MOD. Also, any associate below the level of a department head, may not know how or be allowed to process a RTV (return to vendor) request and therefore it's safer to advise the customer to contact the manufacturer directly than attempt an invalid RTV, as the associate would get written up for it.

As for Rigid/Ryobi/Husky/etc., those brand names are owned by THD, however the products themselves are often identical to other brands that are owned by other companies. Example, according to the company representatives that speak at the yearly Hardware Road Shows, Husky screwdrivers are created and sent down the exact same conveyor belt as Craftsman (name owned by Sears) screwdrivers, but they are equally separated near the end of the manufacturing process and some of the screwdrivers have the "ball" shape cut off the end of the handle. After finding this out, it was pretty entertaining when I encountered a customer who clearly broke their Husky screwdriver into two pieces by sawing through it (therfore it wasn't a manufacturer defect and I had the right to refuse the replacement anyways) and wanted a replacement (which I refused) and the customer replied something like "a Craftsman screwdriver would never break like this one did".

Also, I notice that Matt didn't mention why he was trying to have the tape measure replaced. Was it truly for a manufacturer defect? THD encounters thousands of fraudulent attempts for returns and replacements every day. One of my favorites was from a gentleman who spent over 20 minutes literally screaming at me for refusing to replace his Rigid circular saw that he purchased when they offered the lifetime warranty. He wanted a replacement because he was cutting a piece of wood and managed to cut the electrical cord off the saw, rendering it useless. Lifetime warranties don't cover stupidity or consumer accidents.
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#7 UPDATE EX-employee responds

Husky is the exact same as Craftsman ... if you have an issue, ask for a MOD

AUTHOR: Nunya84 - (U.S.A.)

I used to be department head of hardware at a THD store in Indiana. THD associates are advised of which products can be replaced at the store level and which manufacturers require the replacement to be completed by their own company...but only for the major brands sold within that associates department. THD sells products from thousands of companies and it would be impossible to expect every associate to memorize the return policy for each and every manufacturer. Make sure you are talking to the right person for the right department. When in doubt ask for the department head for that department or ask for a MOD. Also, any associate below the level of a department head, may not know how or be allowed to process a RTV (return to vendor) request and therefore it's safer to advise the customer to contact the manufacturer directly than attempt an invalid RTV, as the associate would get written up for it.

As for Rigid/Ryobi/Husky/etc., those brand names are owned by THD, however the products themselves are often identical to other brands that are owned by other companies. Example, according to the company representatives that speak at the yearly Hardware Road Shows, Husky screwdrivers are created and sent down the exact same conveyor belt as Craftsman (name owned by Sears) screwdrivers, but they are equally separated near the end of the manufacturing process and some of the screwdrivers have the "ball" shape cut off the end of the handle. After finding this out, it was pretty entertaining when I encountered a customer who clearly broke their Husky screwdriver into two pieces by sawing through it (therfore it wasn't a manufacturer defect and I had the right to refuse the replacement anyways) and wanted a replacement (which I refused) and the customer replied something like "a Craftsman screwdriver would never break like this one did".

Also, I notice that Matt didn't mention why he was trying to have the tape measure replaced. Was it truly for a manufacturer defect? THD encounters thousands of fraudulent attempts for returns and replacements every day. One of my favorites was from a gentleman who spent over 20 minutes literally screaming at me for refusing to replace his Rigid circular saw that he purchased when they offered the lifetime warranty. He wanted a replacement because he was cutting a piece of wood and managed to cut the electrical cord off the saw, rendering it useless. Lifetime warranties don't cover stupidity or consumer accidents.
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#8 Consumer Comment

The problem with Employee's not knowing

AUTHOR: Jhrea - (U.S.A.)

Insider 411,

You say Home Depot only covers 90 days, then you must contact the manufactures.

See If the Employees knew that Husky is a Home Depot brand, only sold at Home Depot.
Manufactured for Home Depot. Rigid and Klein are not. Husky is like Craftsman or Kobalt, which is Lowes brand. With the right information I've never been refused an exchange for my Broken Husky tools. I Real like Husky tools. To bad there are people who work for Home Depot that don't know about the items they sell.
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#9 Consumer Suggestion

Well well well.

AUTHOR: Robert - (U.S.A.)

Seems things may have gone awry between HUSKY Tools and The Home Depot.

The website www.huskytools.com has disappeared and when you go to the home depot website to check the HUSKY warranty, you're directed to call a toll free Home Depot customer service number.

HOWEVER, in the past, this is what the HUSKY TOOLS website stated in the FAQ section about the warranty:

QUOTE

""What does the Husky Lifetime Warranty cover?
The Husky Lifetime Warranty guarantees your product against defects in material and workmanship. If a product is defective, Husky will replace it free of charge. Simply return the product to any The Home Depot store. The Husky Lifetime Warranty applies to all hand tools and mechanics tools.""

See where it states "return the product to any The Home Depot store?"

So much for the warranty. Another good reason NOT to shop at The Home Depot!
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#10 Consumer Comment

husky warranty

AUTHOR: Dan - (U.S.A.)

If you response is to the original post, depending on when the purchase was made, it COULD be under warranty. The warranty was changed a few years ago so that the BLADE is not covered. If it was purchased before that time then the warranty covers the blade. If you responded to my earlier post the HUSKY warranty specifically states to return the item to HOME DEPOT for replacement. Maybe YOU should read the warranty COMPLETELY, and state who you are responding to.
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#11 UPDATE Employee

Read ALL of the details on lifetime warranties

AUTHOR: Insider 411 - (U.S.A.)

The Husky and Ridgid brands, as well as Klein tools and many other manufacturers which offer lifetime warranties, are the ones that support the warranty, NOT Home Depot. Home Depot has, in most cases, a 90 day return policy during which they will take care of you at store level. From day 91 and on, the Manufacturer's warranty applies. It was YOU that was in the wrong here, not Home Depot. You needed to take the problem up with Husky. Next time, read ALL of the details and fine print and understand the warranty.
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#12 Consumer Suggestion

Try Craftsman

AUTHOR: Alan - (U.S.A.)

I have always purchased Craftsman tools and many of them have cracked or broken over the years. I simply go back to the store, hand the broken tool to any sales person and they hand me a new one. I have never had any problems getting broken tools replaced, I have no experience with Home Depot.
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#13 Consumer Comment

home depot and husky

AUTHOR: Dan - (U.S.A.)

I had a ratchet from husky (bought it FOR the lifetime warranty) that broke, took it back to HD and they told me they don't give out replacements. The tool dept gave me huskys' phone #, and i called them right from HD. The csr said HD should replace it, when I told him they gave me the number for husky and said call them. Husky actually MAILED a new ratchet and told me to throw the old one out. I also registered a complaint with the TRUE store manager who wasn't there at the time, and suggested they update the employees on replacement policies. Since then , anytime I have a problem, I ask for the MOD (mgr on duty) and resolve the problem immediately.
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#14 UPDATE Employee

The manager more than likely wasn't a manager

AUTHOR: Dan - (U.S.A.)

Hey just to let you know the manager more than likely wasnt an actual manager. They were probably just a trumped up department head with a chip on there shoulder, or maybe even just a head cashier. Call the store and ask to talk to the actual store manager. The store on woodlawn in east wichita, the store managers name should be William Polzin. Call and ask for him. or the west wichita store managers name is Christopher Innes. Hope this helps.
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