A good word for Sears and Craftsman

[Jeremy77]

I know that Sears and Craftsman get a lot of flak on these boards, a lot of it rightly so. However, I had a good experience at my local mall store today and just wanted to let everyone know about it. Over the years I've assembled several entire sets of Craftsman sockets. I've either lost or loaned my 1/2 drive 23 mm std. 12 point at some time. I can't think of a situation where I'll soon be needing it but decided to pick one up since I was in Sears while waiting on my wife. After a few minutes looking at the loose stock and being unable to locate it, the sales associate approached and ask if she could help me. I told her what I was looking for and she immediately told me that they didn't carry that size in store but to follow her to the in store kiosk. She pulled it up online and forwarded the info to me in an email via my Craftsman Club account. Since she had been so helpful, I decided to order it right then but shipping on the $7 socket was $5 and I told her I'd have to wait and put an order over $39 together so I'd get free shipping. Instead she ordered it for me on the store kiosk, set it for delivery via UPS to my house with free shipping included. Was pretty impressed with the service that I received so I ended up buying an 18 oz ball pein, a few loose stock screw drivers and some tips for my pressure washer. Was even able to use $5 in points on the other items that I somehow got credited for when I bought the socket. So it's not ALL bad with Sears and Craftsman. This particular store has always been fairly hassle free on warranty, returns and help in general. Had to warranty a Diehard mower battery a few months back and it was no problem at all. One odd note though.....the power washer tips that I purchased were Briggs and Stratton brand. On the back of the package it said made in China. Four of the tips themselves say made in USA with the exception of the low pressure one which is all plastic. It has no COO on it. Was wondering if that particular one was Chinese made and thus the packaging was required to state China as COO.

 

[michaelf]

We still shop Sears and Kmart, always been satisfied

 

[PFSard]

Thanks for showing some positive press. Sears needs to provide this consistently across-the-board. Obviously, it's doable. Maybe you could target Sears corporate on this experience. There was a GJ thread a few months back looking for feedback. I just can't seem to locate it right now.

 

[Jeremy77]

I never do receipt surveys but actually filled the one out today. Hopefully their management takes those things into account.

 

[Juan Valderrama]

I live in Colombia and I got my first craftsman set 30 years ago. When I have a problem with a tool, they have always keep up with the warranty. One time I had a problem with a rachet, which I took to the USA on a trip, and took it to sears and I got a new one without paper work.

Thay is what I call service. It's a great company

Broadcasting from Bogotá, Colombia

 

[Jeremy77]

I remember that particular thread. It had a lot of responses. A lot of people, myself included, don't want to see the Craftsman brand go away. In the past, the majority of their hand tools have been more than adequate for my needs around the house and I've even used wrenches, sockets, hammers etc. on occasion at work. I now mostly have Armstrong as far as wrenches and ratchets go but my box at work still has quite a few CM sockets, a couple of pry bars and screw drivers. Hopefully they will turn this slump of bad service and offshoring around. I did notice some smaller U.S. made 1/2 ratchet/socket sets today. Could be NOS but this is a pretty busy mall store and they had the exact same packaging as the Chinese made ones.

 

[Jeremy77]

It's good to hear that the Craftsman warranty impresses in Colombia as well as the U.S. A lot of tools have a warranty these days but Craftsmans is by far the easiest to deal with in my experience. My company doesn't even warranty Armstrong, Proto etc. (mainly ratchets and sockets) due to the time involved shipping them in. I can't speak to tool truck warranty time personally but just reading the conversations on GJ it seems like it's hit or miss depending on the quality of the route driver.

 

[mypov]

Sometimes I am really torn - places like princes auto, sears, and Canadian tire have tools that work - honestly, they do get the job done - do I prefer the truck brands, yes. They feel nicer, turn smoother, or are better designed in an ergonomical fashion. However, if the driver *****, and you only see them twice a month, or less ... that makes it worth it to have tools that you can walk in and get new ones on the spot. I dunno - Any time I've had to return something to Sears, they have always been great. Same with Canadian tire.

 

[purplezr2]

I think this points to one of the real issue that many retailers face today. The staff is what makes people come back along with the product and the prices. I'm much more likely to go to certain stores knowing that I like service I will receive.

 

[Jeremy77]

I work in the petro/chem industry and our tools see a lot of heavy use and in some cases abuse, especially wrenches. Honestly a CM raised panel would most likely work as well as any other brand when you get into 1.25, 1.5 inch and larger. I can guarantee that anything that would bend/snap one of those would do the same to any Williams, Proto, Mac etc. A lot of tradesmen/women in a variety of fields have worked their entire careers using CM tools. They aren't always the "best" but in the hands of a skilled worker, they are more than enough. I'm not too crazy about the offshoring of a lot of their tools to China as I disagree with that country's attempts to hurt U.S. industry but the tools aren't total garbage as some posters on GJ like to claim.

 

[tbaggz]

I love Amanda at kmart .

 

[CJM8515]

My problem with sears are the tools these days are rather inferior compared to even the stuff walmart, lowes and home depot carries. There is literally NOTHING in the store-shelves are bare and the prices arent anything to write home about. 40 years ago my dads set is 10x the stuff you can get now. The sales people are also awful at the 3 locations near me, totally unhelpful and ignorant. They act like its a hassle just doing their job for you.

Im sure not every sears location is like this and there are good employees as well. Still poor quality tools.

 

[Jeremy77]

Our local Sears usually has a good assortment of tools but I do agree with you on other retailers carrying tools of equal quality. Years ago you had Snap On, MAC etc. at the top, U.S. made Craftsman in the middle and then cheap imports. Husky, Kobalt, Stanley and others now have the same quality/warranty as CM and with more and more CM going offshore their hold on that middle spot has diminished greatly.

 

[justanengineer]

Ive always suspected many of the issues facing Sears is bad press generated by internet chuckleheads like on this site. I dont particularly enjoy shopping by any means, but SWMBO does so I wander in regularly to keep an eye on the clearance racks and see the latest whiz-bang holiday novelties. Ive never had a negative experience at Sears, the stores we stop in across the midwest, NE, and Gulf coast have all been well stocked, and I dont see the 90%+ of Chinese imports that others do. My local store I'd wager is the exact opposite, the non-evolv **** is mostly US made with many items like screwdrivers being the exact same item suppliers have made for them for 30+ years. The main sources of imported tools I see in Sears are the non-Cman and evolv branded things like Knipex, Greenlee, etc.

OTOH many folks here regularly defend HF and some even go so far as to suggest its improving. JME after ~25 years of shopping there too, its seriously gone downhill in both variety and quality of tools sold just as HD and Lowes have.

 

[LordPsychon]

Ive always suspected many of the issues facing Sears is bad press generated by internet chuckleheads like on this site. I dont particularly enjoy shopping by any means, but SWMBO does so I wander in regularly to keep an eye on the clearance racks and see the latest whiz-bang holiday novelties. Ive never had a negative experience at Sears, the stores we stop in across the midwest, NE, and Gulf coast have all been well stocked, and I dont see the 90%+ of Chinese imports that others do. My local store I'd wager is the exact opposite, the non-evolv **** is mostly US made with many items like screwdrivers being the exact same item suppliers have made for them for 30+ years. The main sources of imported tools I see in Sears are the non-Cman and evolv branded things like Knipex, Greenlee, etc.

OTOH many folks here regularly defend HF and some even go so far as to suggest its improving. JME after ~25 years of shopping there too, its seriously gone downhill in both variety and quality of tools sold just as HD and Lowes have.

My local Sears has a large selection of Cman USA screwdrivers and a small selection of rebranded Knipex Cman but for the most part it doesn't have a whole heck of a lot of good stuff. It has a lot of GW though and carries the Dewalt ratcheting wrenches which are nearly as good as the GWs if not a little better. I see way too much China Cman and while some of it is good (their Max Axxess set, while not greatly chromed, has held up better than my Kobalt Xtreme Access sets with more use) the rest of it varies from decent to burn-it-with-fire. The staff is fairly knowledgeable about their tools and if they don't have it in stock they'll look for it online for me.

I have many Kmarts near where I live and only one of them seems willing to stock real tools (Cman and equivalents). One has one aisle of ancient B&D offerings, Evolv garbage, and China Cman and that's it. Another has a decent selection of more modern B&D, some higher quality China Cman, and some USA Cman stuff. The third has the best selection overall (no GW but good USA Cman and decent China Cman).

 

[Brunel]

...A lot of tradesmen/women in a variety of fields have worked their entire careers using CM tools. They aren't always the "best" but in the hands of a skilled worker, they are more than enough...

Whilst this is true, there is a point at which the quality of the tools becomes the limiting factor. If the fit is bad or the metal is soft then no amount of skill can overcome that.

 

[rsanter]

Glad you had a good experience.
The biggest problem with Sears IMO is they are totally inconsistent.
McDonald's food is bottom of the line, however they are very consistent. You always (mostly anyway) seem to get exactly what you expect from them.
Sears is so inconsistent that sometimes you get a great clerk help with the biggest deal and other times a crappy clerk blows you off on the easiest thing.
To me this screams bad management. Glad you have a good store with a good manager near you, too bad they are getting pulled down by all the bad managers

Bob

 

[Cato]

I'm still a fan of Sears Craftsman. Their tools are still a step up from Home Depot or Lowes. When they have sales, which is often, I always find good deals. Their service is ridiculously good. My only gripe is that their stores are run down.

 

[its840]

I never do receipt surveys but actually filled the one out today. Hopefully their management takes those things into account.

I worked for sears while i was in college.. and these are posted in the break room.. unless you gave them all 8,9, or 10. its considered a failure.
and many times they have benefits for most completed during the month or what have you.. nothing special. but its free lunch or gift card.. nothing much but it was nice every now and then to get something..

but also. you can always go into the store and the associate will always be able to order an item for you and ship it to your house. always free shipping. never understood that part.. if you order it online you have to pay for shipping. but if you go into the store you get it shipped for free.. any ways, enjoy.

 

[mauris69]

I love Amanda at kmart .

pics?

 

[Jeremy77]

I worked for sears while i was in college.. and these are posted in the break room.. unless you gave them all 8,9, or 10. its considered a failure.
and many times they have benefits for most completed during the month or what have you.. nothing special. but its free lunch or gift card.. nothing much but it was nice every now and then to get something..

but also. you can always go into the store and the associate will always be able to order an item for you and ship it to your house. always free shipping. never understood that part.. if you order it online you have to pay for shipping. but if you go into the store you get it shipped for free.. any ways, enjoy.

This is good to know. I'm glad that the employee gets some benefit from a good survey. I gave her all 10's so hopefully that'll help. Thanks for the info.

 

[SASORacing]

It was a nice heartwarming story but most customers in todays generation would just buy the socket on Ebay for $5 and avoid all of that completley.

 

[mikebaker1129]

pics?

^ this !

 

[Forsythe04]

I have alwasys shopped sears for craftsman tools until recently i purchased my first home. With the surpirse points and coupon stacks I got great deals on a new fridge, dishwasher,washer/dryer and mattress. I went back to the same employee each time as he was nice and helpful each time I walked through the door.

Ill keep shopping there as long as they keep throwing me surprise points/coupons and good service. Its too good of a deal.

 

[Ponchoguy]

My local Sears is pretty good. I've worked with a few of the managers there over the years with some issues and in the end, I'd say that they did the right thing. I always took the time to tell Sears that, even if it went on deaf ears. It's the least I could do.

I've never had an issue with warranty. I find that "doing my own homework" with them has helped. Sometimes I'll offer the solution. Case in point with ratchet kits, they said, "no can do". I said, "How about you bill it against a rebuild? That would generate a new kit for you to replace what you are giving me and you get a rebuild credit, meanwhile, I'll do the work myself, even if it's 10 years from now".

Problem solved. I would like to Sears stay around, it's a staple that's been a part of my life for a long time. It would be like losing an old friend to see them go.....

 

[Jeremy77]

It was a nice heartwarming story but most customers in todays generation would just buy the socket on Ebay for $5 and avoid all of that completley.

Sadly, this is true, not only in Sears' case but a lot of retailers. I still like to look, compare and handle items in person though. I do shop a bit online but the "hunt" is part of the fun for me. Guess that's why I still dig through bins of tools at flea markets and garage sales looking for stuff I really don't need.

 

[rick carpenter]

First, I'm surprised saying something good about CM hasn't gotten this thread locked and/or deleted and the posters expelled!

Second, I shop Sears for CM and other brands. I've gotten decent service at my Sears store. Their posted in-store prices are all they'll tell me about even if I ask so if I find an internet price better than an in-store price, I'll print that off and ask at the register for them to honor it. I've never had them say no. I have to ask about Craftsman Club and SYW discounts. But I'll continue to shop there.

Third, I get better service at Ace Hardware but they are more of a 'local folks' store.

 

[mauris69]

I live in Colombia and I got my first craftsman set 30 years ago. When I have a problem with a tool, they have always keep up with the warranty. One time I had a problem with a rachet, which I took to the USA on a trip, and took it to sears and I got a new one without paper work.

Thay is what I call service. It's a great company

Broadcasting from Bogotá, Colombia

Saludos de Ecuador! (via Los Angeles). Glad to hear from another Sudaca here in GJ

 

[countryroad82]

I have a love/hate relationship for Craftsman tools anymore. Don't get me wrong, CM is what I started out with and used for years. I upgraded from that to SK 1/4 and 3/8 but still used 1/2. Had CM raised panels until a few years ago. Dad was a CM guy I guess that's where I got it. I love how with Craftsman you can get pretty much set up from scratch for a few hundred bucks in hand tools vs thousands in others. They get the job done, maybe not as easily in certain cases..... I've always had a pure hatred for the ratchets. But my biggest qualm is how they moved manufacturing overseas. I grew up with the whole American Made beat into my head and it just kills me that they're pretty much killing a tool manufacturer by lowering the quality of their products. Yes good ol' Craftsman tools will still get the job done but I can (and have) compare sockets that are new to my first set I have retired and the quality is just not there. You can feel the cheepness in them. But if I were to have to start over, yes I would buy another CM set to get me by, but by golly I know I would be upgrading as fast as I could!!!