Positive Sears experience (For what it's worth)

[Smokeshow69]

So I was near Sears last night after doing some shopping for my wife's birthday. I had purchased an 8" ratchet from them about a year ago before I knew they started making their hand tools in china I wanted to exchange it for a USA made craftsman ratchet. They did not have any new or refurbished 8" ratchets like mine but I did get a stubby swivel head USA ratchet from them as I don't have a stubby and have needed one in the past. The guy doing the exchange was cool about it and did not give me any guff over the exchange. For what it is worth it was a pleasant experience. After the exchange I walked around the tool dept. and looked at the different tools. Not to beat a dead horse but it is so sad to see all the new chinese "craftsman" tools that are phasing out the usa made versions. Their open ended wrenches are horrible (lobster claw)

 

[mrjaw14]

Sears/Craftsman did what was best for their company. Most people that visit the mall could care less where the tool was made. Those of us that do care are in the minority. I for one have swapped to buying SK tools. I'm going to compose a letter to SK letting them know that there's a lot of people who are put out by craftsman's choice, and that they have an opportunity to market to the customers of craftsman who are interested in quality US made tools. I'd suguest letting your US made brands know that you appreciate that they are made in the US, and that you are a customer of theirs now because of craftsman's down-hill tumble.

What I'd like to see out of SK, or other companies like them is better marketing and supply channels. They're just not easily available unless you buy online or are fortunate enough to have a local supplier. many of us don't. They have a growth opportunity I'd like to see them exploit. If it doesn't make financial sense to open brick and morter store, then advertise more about their warranty and reassure us that we'll be taken care of just the same as if we walk into a Sears. It'd be nice if they'd cover the shipping if they aren't going to do brick and mortar stores, because lets face it: craftsman customers expect to be able to walk into a store and exchange a defective item. SK and other brands need to replicate that experience, which if warranting an item doesn't cost me anything I won't hesitate to purchase their products. Win for everyone, except craftsman/sears

 

[BFBOB]

Most people that visit the mall couldn't care less where the tool was made.

Fixed it for ya!

Careful, smokeshow69! Posting anything positive about Craftsman puts you in grave danger of being shunned, banned and put on the no-fly list!

 

[kingofdogs1950]

I've had good experiences dealing with Sears, amazing but true. I have a salesperson, an older lady who I would guess to be in her sixties, that has been very helpful and knowledgeable. When I took in a 30 year old USA ratchet for warranty she found an exact replacement for me. It was probably a rebuilt ratchet but it looked brand new. (The new exact replacement hanging on the rack was made in China.) She handled a return of a set of wrenches I bought at Sears.com but not stocked at the store without a hitch even though the SKU wasn't even in the store's system.
So, when I go to Sears now I make a bee line to "My" salesperson because she has done a good job for me in the past.


Mark

 

[MattPersman]

Couple years ago at a sears that is now closed I had a salesman as well he was very nice said would warranty anything no matter what and encouraged I send other technicians his way and he wanted to be their tool supplier sad to see the good ones go

 

[Smokeshow69]

Fixed it for ya!

Careful, smokeshow69! Posting anything positive about Craftsman puts you in grave danger of being shunned, banned and put on the no-fly list!

I was not condoning the current Sears coo of tool manufacture, just relaying a posative experience