Completely disgusted with Sears service

[fordracing200]

Sorry about the long read...but I'm mad...been stewing about this since 2pm.

So, Today I go ahead and decide to pull the trigger on a 19.2 impact and drill combo set, 150 on sale for 100. I said, well **** I got some stuff that needs warrantying. One was my fathers ignition wrench, boxed end, but with the shiney chrome, and another his hand impact for screw bits, the one phillips bit tip was broke off. First off the guy tells me the impact didn't have a lifetime warranty, me and dad said Yes it does! and i pointed to the big business card sized print that said LIFETIME GAURANTEED along with the speel about satisfaction gaurantee, so then he goes on to tell me how He figured it wouldn't be warranteed because its an impact item, and said it never used to be warranteed and is a new thing, I then tell him how its atleast 5 years old if not 6 or 7 and he ignores me. He goes on to say how bolt extractors never used to be warranteed because of what they're used for. I told him, well by all means then, forget it! Stop warrantying ratchets, extensions, sockets, no sense, I mean, since they all get 'toqued and impacted on' they're wear items, theres no sense. Hes like welll and then stopped talking and then he tells me how they don't warranty abuse either and if a socket looks like its been hammered on he won't warranty it. I just looked at him. That pissed me off...I'll drive over the socket with a grapple skidder and he'll warranty it and he'll like it. regardless I didn't say anything, and after being led to the drill bit section, and having to lead my clueless sears employee to the handtool section, and him asking the other cashier (it was like watching yogie and boo boo, except yogie and boo boo had more brain cells) if he should just warranty the whole package, because dad had kept it in the original package when not using it, just to keep it together. he gave us a whole new one, 25.99. Good, one down, one to go, And I thought that was the hard part So Dad says, and this and hands him the broken wrench. I said yeah its an ignition wrench. The guy looks at the wrench, which has one end completely broke off and MIA and walks over and starts looking at combination wrenchs on the hooks, I said no...its a boxed end, you're in the wrong spot. He says "oh" and keeps looking there. He stands up "I Don't see it" I Said well you won't, its an ignition wrench, they come in those little sets in the bags. and its boxed end, those are open end. He just looks at me "Oh" and just looks at it dumb founded. and hes like I don't see that size. I'm like there isn't any there, those are the wrong ones. He's like Oh? are both ends shut like that? And points to the good boxed end. I said yeah its a boxed end wrench, both ends are like that. he wanders off to go find yogi bear, yogi says well we can't warranty that. I just look at him, instantly pissed all ready for a battle. He said they come in a set, so if you want to bring in the whole set we'll swap the sets out, but we can't give you just the one. I'm like well the other ones aren't broke. He said I know that but I have to have a whole set to swap it out. I'm like so whats the difference if I have a bunch of good wrenchs and one broken one, or if you have a bunch of good wrenchs, either way you have the same amoutn of good ones, you just swap the one out and take the set. he's like well I can't, nope. shaking his head. So Dad is an easy going guy, and says oh okay thanks. and starts to walk off, well I'm not that easy going, but it isn't my wrench so we walk around to the 19.2 drills and I'm bitching the whole time, on and on about how they're all stupid, not knowing what kind of wrench is which, I told him where to look, hes blind. I go over to the drills and the set I want is gone, and I ask the older gentleman because like i said about 4 feet from the counter, the other two are too dumb, they wouldn't know which one I was talking about. So he proceeds to tell me how they're all out of stock and if I want to come back thursday, they might have some more on the truck, and if I want to pay for it now, I can have the first one off the truck as soon as they come in, he's just not sure when they'll show up, but the next trucks thursday, so if they come thursday or 2 weeks or a month from now, either way the first one is mine. I said..no...I wanted it now. Can't you do something for me today? Like put together the set for that price or? He's like well I don't have it here...I'm like you do and hes like oh oh well no. I said "figured.." and looked around, found the 26 piece wrench set on sale , no sae, so I snagged the metric, I don't have much for wrenchs, I've only got a few combinatiosn that came with my 154pc set. Then I grabbed a pick set and head for the front desk. all this time I'm complaining to dad about them and how I shouldn't buy a wrench set because I'll have to save the case and all the wrenchs to get it warranteed, god forbid I loose one or if I take them and put them IN my toolbox. I go to the front desk, and the yogi asks me if I still have the wrench, and says just for us this one time he'll take care of it for us because he doesn't want to have us drive all the way back down here. Because earlier I complained about how its a 45minute drive and it isn't worth it for a ignition wrench. He comes back and says he can't find a boxed end but will we settle for an open end, dad says sure idc. so he comes back with two open end wrenchs, one for each size, comes to 11 dollars, that made me happy. But this whole time hes gone and coming back and what not the other cashier, boo boo as hes been referred to is standing there looking around at me and dad and whoever else, I was mad because I still hadn't been cashed out, he rung up my stuff and left it as I waited to swipe my gift card and hand him my 70 some odd dollars, must be he wasn't worried about it. So I ask boo boo if he knows how to ring me out and he says well oh yeah and does so right before yogi shows up with the two combination wrenchs.... not that all the time he wasted standing there would of meant anything to me that concludes my sears expierence. Idk if I should be mad or should just laugh at how stupid sears staff is. They are definitly getting an email...I'm just wondering what I should ask for...I just got another sears gift card today from a friend for graduation so I'm going down friday before the sale ends for the impact and drill, definitly going to call first to see if they have it in stock, but what does everyone else think? If it wasn't for there pricing and qaulity I'd of walked out of that store and never come back, it'd be full time snappy ordering for me. But I'm just a student after all.

 

[myslow2002gt]

That's a mighty long post.

You have to remember that Sears is just another 'retail' store that employs people without much common knowledge of what they're selling. You generally don't find quality tool salesmen in a department store. With that said, I generally only buy truck brand tools for reasons like this, quality and the ability to warrant some of the tools easily. Some Sears are better than others, unfortunately you have one of the bad stores

 

[Merkava_4]

1. You expect Sears to have the items you want in stock on the very day that you happen to show up? Aren't you expecting a little too much?

2. You expect the employee to know what an ignition wrench is AND to know where it's at? Aren't you being a little unreasonable?

 

[Nealcrenshaw]

Ditto,They're just cashiers at Sears not mechanics,especially not the 75 year old lady re-stocking the sockets.

 

[expatriated]

Some Sears are better than others, unfortunately you have one of the bad stores

I must have another 3 of the bad ones here, unfortunately.

Sears' customer service is the worst I've ever encountered in absolutely any business. I read recently where they make more money off their credit cards than anything else. Personally, I feel they are riding the legacy reputation of Craftsman, not the current reputation. If Craftsman was a new brand that came out this year, they would never be able to build the rep they have enjoyed.

One day, they're going to take some guy out of a clock tower with a rifle that just snapped and went on a killing spree and when questioned about why, his story will start, "I had this Craftsman wrench that was warrantied so I went to Sears..."

 

[philw]

If you have had knowledgeable Sears employees in the past then consider yourself lucky.
You need a tool truck, "real" hardware store, industrial supply store or something along those lines if you want better help.

Many times the Sears employees are doing what they are told by management.

 

[bry@n]

I had the same issue with an ignition wrench. I called the mgr over and he broke the set up for me.

On another ocation, had teh same thing with an open ended wrench that only came in a set. The guy took the wrench, called the catalog people and they sent me the wrench in the mail. It took 2 days I think.


I believe the policy is:
if it's in a set and you don't bring the set in, they will take the wrench and send you that very wrench in the mail.

 

[Stuey]

Wow, that story needs some puncutation and paragraph structuring.

Anyways, what happened isn't too outrageous. I've often heard that if a product is only available in a set, you must return the whole set even if only one component needs replacing.

As for the drills - couldn't they have ordered it to be shipped to you? If done in-store, shipping is free.

 

[bry@n]

Right on Stuey, didin't even think to mention that.

 

[jay50]

What do you expect from the sears employee?
He was flipping cheeseburgers at the local mickeyD's the day before he took that job at sears.....

 

[Fins/413]

That's a mighty long post.

You have to remember that Sears is just another 'retail' store that employs people without much common knowledge of what they're selling. You generally don't find quality tool salesmen in a department store. With that said, I generally only buy truck brand tools for reasons like this, quality and the ability to warrant some of the tools easily. Some Sears are better than others, unfortunately you have one of the bad stores

They didn't used to be, they were like a hardware where you could go ang get answers to questions. The person knew the difference between a box end wrench and putty knife. At least the stores I used were good. This is one of the reasons I quit buying Cman. Fortunately I bought most of my stuff 25 to 30 years ago before they went downhill so much.

 

[porschedude996TT]

This is a problem with any company that is competing for your hard earned dollar these days. You want cheap prices; they give you cheap prices and stupid clerks. It is all part of the business equation. You can’t have both. You can’t have a clerk with an engineering degree or a SAE Certified Automotive Mechanic waiting on you. They just can’t compete with wages it would take to do that.

It used to be that anything with a “Craftsman” trademark was guaranteed for life except electric powered tools. I first ran into the problem with a 10-32 tap that I tried to exchange. I still carry it into the store now and then trying to find a real stupid clerk that will exchange it. One of these days…

 

[expatriated]

Whatever quality is left in their tools will not survive a management that either is a.) unjustifiably satisfied with the current level of service being given to the customer, b.) apathetic enough to not give a damn about excellence or c.) too obtuse to recognize the issues.

Problems encountered daily by the customer are indicative of the philosophy of the company as a whole.

 

[fordracing200]

This is a problem with any company that is competing for your hard earned dollar these days. You want cheap prices; they give you cheap prices and stupid clerks. It is all part of the business equation. You can’t have both. You can’t have a clerk with an engineering degree or a SAE Certified Automotive Mechanic waiting on you. They just can’t compete with wages it would take to do that.

It used to be that anything with a “Craftsman” trademark was guaranteed for life except electric powered tools. I first ran into the problem with a 10-32 tap that I tried to exchange. I still carry it into the store now and then trying to find a real stupid clerk that will exchange it. One of these days…

while this sounds logical....it isn't true. I go to harbor freight and every employee asks if they came help me find anything, or just stop and ask if I've had any trouble finding anything today or just how my days going, and always always have what I need and know exactly what I'm talking about when I ask for a product..Maybe its the training...maybe its the hiring standards, who knows.

 

[fordracing200]

Wow, that story needs some puncutation and paragraph structuring.

Anyways, what happened isn't too outrageous. I've often heard that if a product is only available in a set, you must return the whole set even if only one component needs replacing.

As for the drills - couldn't they have ordered it to be shipped to you? If done in-store, shipping is free.

When I asked if they could do anything for me today they said no.. what if you lost one of the wrenchs? Then the whole set isn't warranteed? What if you throw out the original package? I wasn't after paragraph structuring, it was 2am man..

1. You expect Sears to have the items you want in stock on the very day that you happen to show up? Aren't you expecting a little too much?

2. You expect the employee to know what an ignition wrench is AND to know where it's at? Aren't you being a little unreasonable?

Did I ever show you the perfect broching on my new wrench set?

 

[Major Ramifications]

Wow, that story needs some puncutation and paragraph structuring.

That's putting it nicely.

 

[fordracing200]

That's putting it nicely.

well if you aren't busy, by all means.

 

[Stuey]

I wasn't after paragraph structuring, it was 2am man..

Plus you sounded really aggravated. When I rant, I don't lose my structuring, but I start rambling.

That's putting it nicely.

It could have been worse - all caps and no punctuation at all. *shudder*

 

[billymade]

Sorry to hear about your problems at Sears; unfortunately, the lowest common denominator is the norm at Sears, in my experience.....
"In stock" availability has always been a problem on sale items. This is not a excuse but a unfortunate reality; at todays Sears stores.... If I had been helping you on the drill issue; I would have seen if there was these possibilities of getting the item:

1. see if there was a substitution drill that could be sold for the same price
2. you could special order one through the register (you must pre-pay and pick up at the store, free shipping)
3. see if another store has one (if one is in stock, do a "inter-store" purchase, then go pick it up there),
4. call the in store "hotline" about ordering one (this hotline gives you free shipping),
5. order one on the website through the computer kiosk (free shipping)

Those are pretty much all the options I can think of...

Many times all of the optional ways of getting it; do not have stock either and there is a national "out of stock" issues; pretty much everywhere nationwide, unless there is stock left still available at other stores. If there is a item that you "have to have" and is crucial; I would call ahead, check for availability and if you have a sears card, buy over the phone and pick it up. This guarantees you get the item; reduces disappointment and frustration. Believe me, stock is a problem on sale items and I personally, have been screamed at a bizillion time about availability issues but you can't sell what isn't there... ever since kmart bought sears; stock seems to be lower then it was "pre-kmart". The typically question was: "if its on sale, why isn't it in stock"! Some items go within the first day on sale and then are on backorder for months; these are typically, sale/clearance items and will never come back in stock or other aggressively priced sale items that a "limited to on hand".
On your ignition wrench; we typically, were not able to break a set for a warranty replacement, I would ask my manager in special circumstances but most times it was "no". The ignition wrenches are sold in a set and not sold in the "open stock" section, singly. The problem is: many items when broken; the store is stuck with single items that are sold in a set and cannot be sold singly; they are stuck with pieces and many time are just put is a barrel to be melted or kept in the chance that a warranty claim will come in. These boxes of "stuff" would be thrown out from time to time; when managers would complain that too much clutter was building up. I would just have ordered it through the catalog and sent it to your house; 7 to 11 working days. The bits on hand impact; are not lifetime, afaik; I even bought my own bit for mine, as they keep breaking... quite a few times. (by the way, the impact is Lisle brand and theirs are lifetime; order buy theirs and they would replace them for you in the mail or local dealer).
During Sears corporate training; bad customer service was the highest complaint that they said customers complained about; sad, but true. When I shop at Sears I don't expect much in the way of customer service and when I do; I am pleasantly surprised! This goes for any store at this point and at times, I am amazed when I am treated well... sad state of affairs but seems to be the norm these days...
If your not getting the service you need/want; ask for the manager and if you still don't get anywhere.... call the Sears Customer Relations Hotline!

Customer Relations Hotline:
1-800-549-4505

Email us your questions, comments and experiences or send a letter to:
http://www.sears.com/shc/s/nb_10153_12608_NB_CSeMail?refLink=relations&adCell=W4

Sears National Customer Relations
3333 Beverly Road
Hoffman Estates, IL 60179

 

[Chris Adams]

They didn't used to be, they were like a hardware where you could go ang get answers to questions. The person knew the difference between a box end wrench and putty knife. At least the stores I used were good. This is one of the reasons I quit buying Cman. Fortunately I bought most of my stuff 25 to 30 years ago before they went downhill so much.

You must be a lot older than I am... Because they had no technical knowledge in 68, 72, 75,80, 84,85 etc. when I made large buys of tools from them.

Really, you may find a technical guy working at a Sears, but then, I found an experienced electrical guy working at Lowe's the other day.

The clerks job is not to be a technician, it is to sell items, control shrink, avoid federal violations. Any technical knowledge is a lucky plus, not a job requirement.

Even if the manager was allowed to screen his employees during the interview process for the type of training and knowledge some posters think the clerks should have, the chances of finding more than a handful are 0.0.

Welcome to the real world.

 

[eborcim]

Haven't you all seen the new Craftsman commercial where the needed tools magically appear in the salesmans hands? LOL

 

[Stuey]

That's the thing, though - to effectively sell a product, you must maintain a basic understanding about what you're selling.

It wouldn't be difficult for someone at Sears to strongly suggest that new employees read a brief primer on hand tools.

Heck, they're allowed to make mistakes. But just imagine how much time could have been saved if the associate walked about to a catalog index or computer terminal and searched for "ignition wrench." That may have given a clearer picture of the product.

If you go to the meat counter at the supermarket, you expect the butcher to know the difference between beef and lamb.

If you go to the fish counter, you expect the guy to know his Halibut from his Shrimp. They're selling fish, but the are perfectly capable of answering my questions. What's the best way to cook Salmon? I like to broil fish. Which type would you recommend? Etc etc.

"I need to install some knock-down furniture. Would you recommend a dead-blow or a rubber mallet?" "errr... um... mallets are not included in the 20% off all hammers sale b/c they're not hammers."

OOH, I've got a great idea!!

 

[expatriated]

Would any current or former Sears employees here like to comment on training that you may or may not receive? I mean, even McDonald's has extensive training for new people. They may not even speak any English words that aren't on the menu but they know what they're doing (comparatively speaking.) Can you imagine if Sears had a drive-thru??!!! How f-ed up do you think that would be "AVERAGE WAIT TIME: 3 HOURS"..."Wait, I ordered a 3/8" ratchet, not a pair of pink kid's shoes!"

I'm a tool novice but I'm shocked that every time I go to Sears to buy something, I seem to be more knowledgeable than anyone in there. That appears to be the common denominator--a complete lack of knowledge of their products or procedures. I've had employees not be able to work the Sears website in their own store. Others do not know how to ring up a sale price, how to read catalog numbers and place the order, etc.

The thought that I was on Candid Camera has crossed my mind several times when trying to explain something to their employees. Or the fact that I may have walked in on some complex robbery in progress where the thieves are masquerading as Sears employees. Now, in THAT case, I'd expect them to not know much about the products. By the way, this is for the 3 separate Sears in my area, and every employee I've encountered, not just some isolated *****, toiling away in stupified obscurity.

It's an exercise in frustration and I don't go in their stores now unless I've ordered online and am going to pick it up in the store AND it's 40% or more off. That's about the only time it makes it worth it.

If I ever have to warranty something, I think I'll save myself the headache, toss the offending piece in the trash and call up Mike Wren.

 

[wantedabiggergarage]

Here a while back, I would go into my Sears, and see mostly new kids. You could find an old timer and get someone with knowledge if you looked around.

Sears here, got the message. Now the inexperienced employee's tend to go to the electronics, or some other section. The last several times I have been in, the older crowd are all working in the tool dept.

I know of other issues (may still write corporate, and yes, send them a dictionary (any other words besides ALL we need highlighted?)), but I do wonder how much is store controlled, and how much is corporate? (heard some comment about the Regional manager making a inspection soon)

 

[Thedroid]

Who gives a **** about paragraph structuring. If it bothers you, why read it?? Why waste space with this nonsense?

 

[Stuey]

Can you imagine if Sears had a drive-thru??!!! How f-ed up do you think that would be "AVERAGE WAIT TIME: 3 HOURS"..."Wait, I ordered a 3/8" ratchet, not a pair of pink kid's shoes!"

lol, they already do have a drive-thru! Take a look at the attached screenshot. Plus there's currently a pilot program in Chicago where there is an entire store solely devoted to facilitating online order pickups.

Who gives a **** about paragraph structuring. If it bothers you, why read it?? Why waste space with this nonsense?

And your comment was oh so valuable a contribution to this thread?

fordracing went through the trouble of sharing his story with us, and while his efforts are definitely appreciated, there are going to be forum members and lurkers that won't be able to benefit from his post or this thread b/c the lack of structure will drive them away.

 

[expatriated]

lol, they already do have a drive-thru! Take a look at the attached screenshot. QUOTE]


It's Fast!
It's Easy!
It's Guaranteed!
It's Rarely Accurate!

 

[Merkava_4]

Who gives a **** about paragraph structuring?

I do ... and if you'll notice, I replaced your ( . ) with a ( ? )

 

[Diesel_Crawler]

I do ... and if you'll notice, I replaced your ( . ) with a ( ? )

I swear, you site with a dictionary and fix peoples spelling and grammar and structure for a hobby


I think the easiest way to avoid all your problems is....Don't shop at sears! If you don't like the hassle that comes with buying there.

That or don't be dumb and ask the clerk who makes 7$ to find your tools you need warrantied. Go get them you're self and bring them up and exchange them.

Common sense is not strong with this thread.

 

[FNFS2000]

Don't have time to read a whole book, but sears *****, their service, most of their products, especially anything that is electronic and says craftsman on it.

 

[Stuey]

I swear, you sit[e] with a dictionary and fix people[']s spelling[,] [and] grammar[,] and [writing] structure [for] [as] a hobby[.]

Fixed.

 

[sputnikv8]

Well, I'd like to report above and beyond service at one of my local Sears. I ordered something from the site that said they had one on hand. Before leaving to pick it up, we received a phone call from the Tool department saying that they didn't have the item in stock. (I woulda been upset there, but...)

He then said, they do have one at the store by his house and he was going to pick it up for me tomorrow and bring it to the store he works at. Sure enough, was there today.

Ok, their "on hand inventory" system bites, but, this was not something I would have expected them to do for me.

Back to your regularly scheduled Sears bashing now...

 

[porschedude996TT]

while this sounds logical....it isn't true. I go to harbor freight and every employee asks if they came help me find anything, or just stop and ask if I've had any trouble finding anything today or just how my days going, and always always have what I need and know exactly what I'm talking about when I ask for a product..Maybe its the training...maybe its the hiring standards, who knows.

I think HF gets the tools a little cheaper than Sears and can afford a higher level of intelligence for their employees. What you get is a better salesperson on a far worse product. I look at like what are you taking home, better tools or good lip service. I choose the first one. You know where the items are in the store, why do you need a Sears idiot to take you by the hand???

 

[Diesel_Crawler]

Fixed.

Well i had to give him something easy to fix, he has had a long day.

Also Bite me

 

[bowtie3]

That pissed me off...I'll drive over the socket with a grapple skidder and he'll warranty it and he'll like it.

So if you buy a new Ford truck, crash into a utility pole on the way home, you will be pissed at Ford when they don't repair or replace it? Its under warranty, you crashed it, they should replace it....right?

 

[Coach James]

Our Sears is one of the small franchise stores but the service is pretty good. The owner keeps a couple sets of screwdrivers in the back to warrenty individual ones that come in. The clerks have made many phone calls for me trying to find a sale item at another store that they didn't have in stock. Once, the owner called Sears corporate to find out how I could do the "Bring in any old ratchet and get 20% of a new C-man Slim head " or whatever they're called.

One of the clerks goes once a month to the Sears store 30+ miles away. He'll take orders from customers, ring them up as sales for the local store then pick them up at the store 30+ miles away.

The people working at our store are all over 30 with one exception and he's still pretty good. He's not a tool person, but he'll tell customers that up front and ask one of the others with more tool knowledge when he's not sure. he does know appliances real well...and vacuum cleaners.

Coach

 

[jay50]

Yeah, sears service ***** at best. You have 2 options:
1. Continue shopping at sears and put up with their ****
2. Buy your tools off the tool truck and get raped over the prices you pay

 

[fordracing200]

Sorry to hear about your problems at Sears; unfortunately, the lowest common denominator is the norm at Sears, in my experience.....
"In stock" availability has always been a problem on sale items. This is not a excuse but a unfortunate reality; at todays Sears stores.... If I had been helping you on the drill issue; I would have seen if there was these possibilities of getting the item:

1. see if there was a substitution drill that could be sold for the same price
2. you could special order one through the register (you must pre-pay and pick up at the store, free shipping)
3. see if another store has one (if one is in stock, do a "inter-store" purchase, then go pick it up there),
4. call the in store "hotline" about ordering one (this hotline gives you free shipping),
5. order one on the website through the computer kiosk (free shipping)

Those are pretty much all the options I can think of...

Many times all of the optional ways of getting it; do not have stock either and there is a national "out of stock" issues; pretty much everywhere nationwide, unless there is stock left still available at other stores. If there is a item that you "have to have" and is crucial; I would call ahead, check for availability and if you have a sears card, buy over the phone and pick it up. This guarantees you get the item; reduces disappointment and frustration. Believe me, stock is a problem on sale items and I personally, have been screamed at a bizillion time about availability issues but you can't sell what isn't there... ever since kmart bought sears; stock seems to be lower then it was "pre-kmart". The typically question was: "if its on sale, why isn't it in stock"! Some items go within the first day on sale and then are on backorder for months; these are typically, sale/clearance items and will never come back in stock or other aggressively priced sale items that a "limited to on hand".
On your ignition wrench; we typically, were not able to break a set for a warranty replacement, I would ask my manager in special circumstances but most times it was "no". The ignition wrenches are sold in a set and not sold in the "open stock" section, singly. The problem is: many items when broken; the store is stuck with single items that are sold in a set and cannot be sold singly; they are stuck with pieces and many time are just put is a barrel to be melted or kept in the chance that a warranty claim will come in. These boxes of "stuff" would be thrown out from time to time; when managers would complain that too much clutter was building up. I would just have ordered it through the catalog and sent it to your house; 7 to 11 working days. The bits on hand impact; are not lifetime, afaik; I even bought my own bit for mine, as they keep breaking... quite a few times. (by the way, the impact is Lisle brand and theirs are lifetime; order buy theirs and they would replace them for you in the mail or local dealer).
During Sears corporate training; bad customer service was the highest complaint that they said customers complained about; sad, but true. When I shop at Sears I don't expect much in the way of customer service and when I do; I am pleasantly surprised! This goes for any store at this point and at times, I am amazed when I am treated well... sad state of affairs but seems to be the norm these days...
If your not getting the service you need/want; ask for the manager and if you still don't get anywhere.... call the Sears Customer Relations Hotline!

Customer Relations Hotline:
1-800-549-4505

Email us your questions, comments and experiences or send a letter to:
http://www.sears.com/shc/s/nb_10153_12608_NB_CSeMail?refLink=relations&adCell=W4

Sears National Customer Relations
3333 Beverly Road
Hoffman Estates, IL 60179

why exchange a whole set if either way you end up with 9 good wrenchs and 1 bad one, whether you swap one out of the package or i bring you back a set...its the same end result..see where I'm coming from? That just completely blows me away. I appreciate the comments however, and the info on the hotline, I'm emailing them as we speak. They replaced the whole hand impact....card on the front said This Craftsman Item, not anything about bits or whatever else. Idk, who cares, its new now, haha.

Who gives a **** about paragraph structuring. If it bothers you, why read it?? Why waste space with this nonsense?

Thanks! I didn't think this was the harry potter series...just a forum about tools.

 

[fordracing200]

So if you buy a new Ford truck, crash into a utility pole on the way home, you will be pissed at Ford when they don't repair or replace it? Its under warranty, you crashed it, they should replace it....right?

haha...no, the insurance company will, thanks for playing. Must be you've never worked on a vehicle with rust on it before huh? Never had to beat a socket onto a bolt with a hammer because the head was all rotted off so you had to step down from a 13mm to an 11mm? Must be you live in the perfect world with all the brand new cars that break down....

I think HF gets the tools a little cheaper than Sears and can afford a higher level of intelligence for their employees. What you get is a better salesperson on a far worse product. I look at like what are you taking home, better tools or good lip service. I choose the first one. You know where the items are in the store, why do you need a Sears idiot to take you by the hand???

Idk...they both run 50% off sales..

 

[TruckTech]

Ditto,They're just cashiers at Sears not mechanics,especially not the 75 year old lady re-stocking the sockets.

+1 on this experience. Only it was 3 of them, and when I was looking at the air tools and an alarm buzzer went off, they werent too happy. Im holding an air ratchet strapped to a counter lady, what am I going to do???

When I lived in chicago (Glendale Heights), I had a good Sears tool department. Anytime I ventured in, I always saw the same guy who was relatively knowledgeable, but this one Ive got now is just junk.

As for the HF vs. Sears debate, Ive always had more luck with employees in HF. My general thought on it is that HF is a tool store, its all they deal with, and by that, they usually pick something up after awhile, but sears has a tool section, and for all you know the kid (who in all reality could be trying to help you the best he can), was probably trying to sell ovens and dishwashers the day before.

Did I ever show you the perfect broching on my new wrench set?

That is all.