I don't know how the negative review got it wrong, but I respect their description of what happened. I have had just the opposite experience. The one time I had a problem with a tool, I brought it back and they exchanged it for a working tool, no questions asked, no receipt or other information requested.
I find the entire staff to be friendly, courteous, and knowledgeable. If they don't know about a product, they go to the manager and find out what I need to know.
I have found just about everything I've purchased at HF (going back at least 30 years or more) to be of at least acceptable quality. The grinder I've had for at least 25 years has held up well (but I might only use it 3 or 4 times a year). The many kits of fasteners have worked just fine, and their hand tools let you choose the level of quality that you need.
I'm very happy with what I purchase there. Would I stake my life on their tools? No. But I'm not a lineman or a professional mechanic, so they work just fine for me. read more