I have a story too. I bought a hign impact Pittsburg socket set from HF probably 20 years ago. Recently while working on my wife's 4runner, I split the 19mm socket down the side. There's lifetime warranty on them so I got online and HF said I had to get a RMA number from them to return an item and gave a number to call. Well about 5 weeks ago I called that number multiple times and always got a recording to leave your information and someone would call you back, so I did, and I'm still waiting for that callback.
But not being one to wait, after about 2 weeks of waiting for that callback, I took the socket set into the store, and they ooowed and awwwed over this vintage set of tools, calling people around them to look at this, haven't ever seen a set in a metal case like this, looking for a date on it. Apparently it was quite the attraction to them, and a big waste of my time, but I digress...
The gal asks me what's wrong, I tell her I split the 19mm socket, she says, our policy is we replace just the broken socket. Fine by me, she says go pick a set out that matches. I find a 13pc set that has 19mm in the same length that's high impact and bring it to the counter. She shuffles me to another worker, he pulls the 1 socket of the set and then puts the split socket back on the new set. I was under the impression that they were going to put that new set back on the shelf with that broken socket. I might have come to a wrong assumption, but that's sure looked to me what was going to happen.. Anyone ever buy something like that from them? I hope not.