I know that some people love to hate this store, but I have shopped there over the last 5 or so years and have a pretty well stocked tool box full of HF tools. As a general rule, I usually buy using the 20% coupon and if something fails, then I will replace it with a better brand like Craftsman or Snap-On.

On the higher dollar items, I have taken out the extended warranty as their regular warranty is usually only 90 days. Their extended warranty was quite handy because I did not need to keep the receipt as long as I registered the warranty online and they would normally provide me with a credit instead of exchange so I don't get stuck with a problematic item.

Recently, I've noticed some changes.

1) They have stopped taking their own 20% off coupon, even though it's valid and from their website. When I questioned them, they said that they changed policy and gave me a number which lead to a voice mail. I left a message but heard no response. I also emailed the customer service website and heard no response.

2) I bought a $300 gas pressure washer from them 18 months ago and used it about 4 times before it failed. I went to return it and had to argue with the attendant even though i already called the warranty company, verified the warranty date, went through a series of questions, and obtained a return authorization number. She refused to take back the item because I did not have a receipt. Her argument was that their policy has changed in the last month and all returns must be accompanied with a receipt.

I responded that I bought the item more then 18 months ago, and the policy at the time was that no receipt was needed as long as the extended warranty was registered online which it was.

Eventually the manager got involved and tried to force a less powerful pressure washer on me in exchange which I refused because I already bought another pressure washer with a Honda engine from Costo and it was not the same pressure washer so I did not need to take it back.

He basically told me "the conversation was over", so I asked him to give me back my paperwork with the RA number and I would take it up with his head office. At that point, he agreed to give me a credit on a gift card which was fine by me. But considering how much I have shopped there (and I know a number of the sales staff), I was surprised to see the tactics being used and wondered what kind of pressure he was under.

As my issue with them was resolved, this is not so much of a gripe as a curious concern at their change in policy towards returns which will surely affect customer service. I'm wondering if they are facing financial difficulty or have had a recent change in management.

__________________
With best regards

Al

Oh god, are we gonna have to start worrying about Chinese executives not happy with the size of their bonus now?

__________________
Strelnik
Invest in America: Buy a Congressman!

1950 170SD
1951 Citroen 11BN
1953 Citroen 11BNF limo
1953 220a project
1959 180D
1960 190D
1960 Borgward Isabella TS 2dr
1983 240D daily driver
1983 380SL
1990 350SDL daily driver alt
3 x Citroen DS21M, down from 5
3 x Citroen 2CV, down from 6

Ha, like I said, it's not a gripe as my issue was resolved, i'm just wondering if anyone has had a similar experience.

__________________
With best regards

Al

loss control.........