Today's I hate sears thread

mikefromme · Jun 22, 2012

Last week I picked up a tool set that I had ordered online. When I unpacked and inventoried it I realized I had two 25 mm - 3/4 drive and was missing the 26 mm socket.

Called the 800 number on the receipt. Was told to call another number.

Called it and was told they would submit a report and I would get an emailed response in 3-5 days.

After not hearing anything I called back. Was told that I had to call the first number :shocking:

I told them I already did and was told to call this number.....then I was told to go to the local store and they could order me the missing socket. Not feeling like driving to the store I requested AGAIN for it to be sent. I was told they could order the entire set and bill my credit. And then return the original set.

I requested a supervisor... Five minutes of arguing that there was no supervisor I was put on hold....been waiting 28 minutes

No wonder sears is unprofitable.

RedFordTruck · Jun 22, 2012

I once tried to order something online from them to pick up in store. Prices were different in the checkout, I tried to call and eventually just hung up and cancelled the order.

Did I mention theyre making tools in China now? :willy_nil

billymade · Jun 22, 2012

This is a very common problem with the large number tool sets; go to the store and they will give you the sockets you are missing... better to go, deal face to face on issues like these. If you look on the contents sheet that comes with the tool sets; I believe there is a number on there that gets you in touch with Apex/Danaher and they will send you what you are missing. I think the store is the better way to go; Sears CS is bad, you are not the only one, unfortunately.

BrokewrenchLS1 · Jun 22, 2012

I had to call Apex directly when I had an issue - wound up getting two 20x22 deep offset wrenches in a full-polished set. Tried to go through Sears for about a week, no luck. Called Apex, got the replacement wrench two days later (without having to return the duplicate).

SMKS · Jun 22, 2012

billymade said:
This is a very common problem with the large number tool sets; go to the store and they will give you the sockets you are missing...

This is what I did. Associates can call and order items for warranty exchanges or problems like this if they don't have it in stock.

You need to call the number on the packing list included in the tool set, I believe. Not the number on the receipt. I think the number on the tool inventory list is different, but I could be wrong.

1-800-832-7494

http://c.shld.net/assets/misc/IL35299.PDF

Also, what set number is it?

pipsters · Jun 22, 2012

BrokewrenchLS1 said:
I had to call Apex directly when I had an issue - wound up getting two 20x22 deep offset wrenches in a full-polished set. Tried to go through Sears for about a week, no luck. Called Apex, got the replacement wrench two days later (without having to return the duplicate).

The packing slip clearly indicates this is how you handle it yet people still don't follow directions...

mikefromme · Jun 22, 2012

pipsters said:
The packing slip clearly indicates this is how you handle it yet people still don't follow directions...

Packing slip doesn't make it clear who you are calling. You would think sears could tell you who to call and not give you a run around for a week. And be rude at the same time.

mikefromme · Jun 22, 2012

stephen9666 said:
This is what I did. Associates can call and order items for warranty exchanges or problems like this if they don't have it in stock.

You need to call the number on the packing list included in the tool set, I believe. Not the number on the receipt. I think the number on the tool inventory list is different, but I could be wrong.

1-800-832-7494

http://c.shld.net/assets/misc/IL35299.PDF

Also, what set number is it?

Just called that number. Took all of 90 seconds and I have the missing socket on the way. :thumbup:

And I spoke with someone who speaks English fluently.

Thanks for the help. Sure beats having to drive to the store.

It was set 35079

pipsters · Jun 22, 2012

mikefromme said:
Packing slip doesn't make it clear who you are calling. You would think sears could tell you who to call and not give you a run around for a week. And be rude at the same time.

The employees at Sears don't know ****, but we all knew that. You have a very valid point and a pet peeve of mine as well, I just followed the directions on the packing slip and talked to the guy there, new sockets showed up within a few days.

We're all guys we skip the directions and go right to the action, sometimes you get better results stepping back and reading the info

.

The # you called goes to their HQ in CT I believe.

NC-Fordguy · Jun 22, 2012

pipsters said:
The employees at Sears don't know ****, but we all knew that. You have a very valid point and a pet peeve of mine as well, I just followed the directions on the packing slip and talked to the guy there, new sockets showed up within a few days.

We're all guys we skip the directions and go right to the action, sometimes you get better results stepping back and reading the info .

The # you called goes to their HQ in CT I believe.

My wife has worked for sears for 32 years. She works long hard hours and puts in the extra time and effort to do her best for customer service. So I guess by your statement she is an idiot.

These chronic bitching about sears threads are getting old. Some folks here are worse than old women.

Perhaps a "I'm butthurt over Sears because......" forum would help with all of the proctology issues concerning sears

NC-Fordguy · Jun 22, 2012

RedFordTruck said:
.

Did I mention theyre making tools in China now?

Yea...over and over exponentially

pipsters · Jun 22, 2012

NC-Fordguy said:
My wife has worked for sears for 32 years. She works long hard hours and puts in the extra time and effort to do her best for customer service. So I guess by your statement she is an idiot.

These chronic bitching about sears threads are getting old. Some folks here are worse than old women.

Perhaps a "I'm butthurt over Sears because......" forum would help with all of the proctology issues concerning sears

If your wife has worked at Sears for 32 years she isn't a front line employee therefore the above statement doesn't apply to her :thumbup:

.

NC-Fordguy · Jun 22, 2012

pipsters said:
If your wife has worked at Sears for 32 years she isn't a front line employee therefore the above statement doesn't apply to her .

A couple weeks ago my wife went to visit her father in another city and I asked her to stop by the Sears there and look for closeout made in the USA stuff.

She got a set of large crossforce wrenches(13/16 to 1 1/8). I was about to open it up and realized that the set had two 13/16 wrenches. The 7/8 was missing.

I carried the set with me on business and stopped at the local sears. The "front line" employee handled it correctley. He called, explained the issue and I had the correct wrench in 4 days.

No Drama, No ********, No crying butthurt on a forum over it

HoosierBuddy · Jun 22, 2012

pipsters said:
If your wife has worked at Sears for 32 years she isn't a front line employee therefore the above statement doesn't apply to her .

I'm quite sure that Sears is like every other large company in America. They have great employees, good employees, mediocre employees, substandard employees and a few terrible employees.

You shouln't generalize. My wife worked at Sears all the way through college. Once she got her MBA, she was able to move on to a better job with a different company...but she didn't become a different person.

Those paychecks they gave her for selling womens' clothing put her through 5 years of college...and she's a darn smart, hardworking, friendly person. Although I never bought any clothes from her myself (this was actually before I met her), I have to believe she was up to the task.

Phil

purplezr2 · Jun 22, 2012

pipsters said:
If your wife has worked at Sears for 32 years she isn't a front line employee therefore the above statement doesn't apply to her .

I would not be suprised if she does work on the floor. My Aunt worked all her life in retail for JCPenny's.

Believe it or not, there are lots a of people that wrok their whole lives out on the floor.

toolmutt · Jun 22, 2012

I had a similar experience as well. I ordered a 3/4" drive Armstrong socket set and when it arrived, one socket was missing. I called the number on the packing slip and whamo-bamo, it was on my doorstep.

As far as Sears customer service on other issues, I have had nothing but frustration anytime I have called. However, anytime I have gone into my local store, I have had nothing but prompt, informed service and warranty exchanges from the longtime employee there. I've even given him some "attaboys" on here that quickly turned into bashfests. There are, however, some know-nothings there as well. So I can see both sides of the service is great vs. service ***** arguement.

Just my two cents. You may continue ranting at this time. :lol_hitti

pipsters · Jun 22, 2012

I'm a HUGE Craftsman/Sears supporter but Customer Service is 100% where Sears just flops on. From horrendous website issues to hiring employees who don't know a wrench from a socket in the tool department, it gets worse as time goes on.

NC-Fordguy · Jun 22, 2012

I get to see the other side of the story often---the stupid customer or the ignorant customer who can't follow directions. Of course those two kind of customers are the first to be rude, state how sears is a fawked up company, and how sears products ****.

These are things I've seen first hand

The stupid customer--

Back around christmas while stopping by the sears where my wife used to work(a sears that was on the closure list) to see if she had time for lunch, a customer had brought his broke **** riding lawnmower. He claimed the engine was locked up and he had just bought the mower during summer. He used the mower to vacume up leaves and it just quit.

This guy was being a huge ******* over the hole thing. Demanded a new mower, bitched at the hardware manager (a little lady wheighing 98 pounds dripping wet) Even told the hardware manager things like this was the reason sears was going out of business and why she would soon be out of a job. The hardware manager who had worked for sears for 37 years had to excuse herself for minute. So she could go somewhere and cry(I did not know this at the time) over the badgering she had to take.

My wife gets the PMT to come out and look the mower over. The PMT looks underneath and finds a rope wrapped up in the blade. He cuts it out and the mower fires right up. I so much wanted to kick this ******** customers ***.

The ignorant customer.

This I've see a couple of times and have heard about numerous more times.

There are pins held by a ******** washing machines to keep the agitator in place for shipping. This is discussed by the sales associate to the customer and is also printed in the directions and a warning label affixed to the tub, clearly stating the pins must be pulled out by the straps so the washer will function correctly.

Seems as though there is a deep seeded trait of ignorance in many customers because they will cut the straps, leaving the pins in place and wonder why the the washer shakes violently when they try to use it. Of course the first response is to go to Sears wanting their money back. The response is did you pull out the pins that you were told about, that is stated in the instructions and printed on the warning label?? DUH!!!!!

boostedgt · Jun 22, 2012

pipsters said:
I'm a HUGE Craftsman/Sears supporter but Customer Service is 100% where Sears just flops on. From horrendous website issues to hiring employees who don't know a wrench from a socket in the tool department, it gets worse as time goes on.

when i had no job a couple years ago, i applied multiple times at sears trying to get a job in the tool dept. never heard back and all of the people that work in the tool dept dont know anything about tools :lol:

pipsters · Jun 22, 2012

NC-Fordguy said:
I get to see the other side of the story often---the stupid customer or the ignorant customer who can't follow directions. Of course those two kind of customers are the first to be rude, state how sears is a fawked up company, and how sears products ****.

Sometimes I think companies need to have the cajones (and empower their employees) to tell customers to **** it. Southwest Airlines is a great example in an industry with about the worst customer service skills out there (airlines).

This however requires hiring employees who know the rules inside and out and follow them, and paying them a good wage to attract the better employees.

NC-Fordguy · Jun 22, 2012

boostedgt said:
when i had no job a couple years ago, i applied multiple times at sears trying to get a job in the tool dept. never heard back and all of the people that work in the tool dept dont know anything about tools

You likely failed the pre-employment screening test or had a criminal background issue that disqualified you or perhaps just didn't have a vacancey

m151 · Jun 22, 2012

Had to call the apex number on the packing slip about 6 months ago. Response was good natured and shipping was fast. This particular employee(s) had their act together!

mmack66 · Jun 22, 2012

pipsters said:
Sometimes I think companies need to have the cajones (and empower their employees) to tell customers to **** it. Southwest Airlines is a great example in an industry with about the worst customer service skills out there (airlines).

This however requires hiring employees who know the rules inside and out and follow them, and paying them a good wage to attract the better employees.

They already have enough problems with customers that blame them for mistakes the customer themselves made. The internet would crash due to all the threads that would be created when people had to whine about being told "to **** it".

NC-Fordguy · Jun 22, 2012

pipsters said:
I'm a HUGE Craftsman/Sears supporter but Customer Service is 100% where Sears just flops on. From horrendous website issues to hiring employees who don't know a wrench from a socket in the tool department, it gets worse as time goes on.

Customer service at sears isn't any different than any large retailer. I have had issues with sears service in the past. But over all it's been pretty good.

There's a "frontline" employee at the nearby sears that is extremely well versed about tools. He sold me on knipex and pointed out the cobra style craftsman-knipex pliers.

I actually thought about posting up here about it but I've found out if you post up anything positive or cool about sears it just turns into the same old ****

Lhorn · Jun 22, 2012

Maybe you guys should be shopping at my store; I've gotten good service consistently. I say "store" but it's been practically every Sears store I've shopped at over the last 20 years. I have an issue with an ellipitical machine not working recently that we got for christmas. Customer service was excellent. Part got shipped promptly and they were very friendly. These bashing threads are getting pretty old.

If you are always getting bad service, stop going there.

mikefromme · Jun 22, 2012

Lhorn said:
Maybe you guys should be shopping at my store; I've gotten good service consistently. I say "store" but it's been practically every Sears store I've shopped at over the last 20 years. I have an issue with an ellipitical machine not working recently that we got for christmas. Customer service was excellent. Part got shipped promptly and they were very friendly. These bashing threads are getting pretty old.

If you are always getting bad service, stop going there.

I've had good service at the local store. But having to call multiple numbers and getting the runaround for over a week regarding a mistake they made is piss poor cs. I had to come to this forum to find out who to call. You would think someone at the 1-800 numbers would know how to handle this situation.

Being put on hold for over 30 minutes is not how any customer should be treated. I ended up hanging up. Won't be ordering from sears online anymore.

BrokewrenchLS1 · Jun 22, 2012

Lhorn said:
Maybe you guys should be shopping at my store; I've gotten good service consistently. I say "store" but it's been practically every Sears store I've shopped at over the last 20 years. I have an issue with an ellipitical machine not working recently that we got for christmas. Customer service was excellent. Part got shipped promptly and they were very friendly. These bashing threads are getting pretty old.

If you are always getting bad service, stop going there.

The small, new "hometown" store that opened up after the larger mall-based store here in town closed is normally pretty good. They don't know a whole lot about tools, but they're friendly and actually take the time to explain things to old people about appliances - differences between models, brands, etc.

Sears online, and their customer service there, is entirely different.

Vinko · Jun 22, 2012

NC-Fordguy said:
I get to see the other side of the story often---the stupid customer or the ignorant customer who can't follow directions. Of course those two kind of customers are the first to be rude, state how sears is a fawked up company, and how sears products ****.

These are things I've seen first hand

The stupid customer--

The ignorant customer.

Preach on Brother :thumbup:

You get these little, passive-aggressive jerks who probably get sh*t on in their own lives, and then have to go out and take it on someone else. And the only way they can do this is when they are a "Customer" which they believe entitles them to treat people horribly because money is changing hands. It's really pathetic.

otis66 · Jun 22, 2012

I don't hate SEARS. I no longer have a reason to go to SEARS. The only reason I went to SEARS was for the USA made Craftsman Tools. Since I' not going to buy non USA made Craftsman tools there is no longer a need to go to SEARS. My Ol'lady is happy though because now we park in the MACY's parking lot at the mall.

NC-Fordguy · Jun 22, 2012

otis66 said:
I don't hate SEARS. I no longer have a reason to go to SEARS. The only reason I went to SEARS was for the USA made Craftsman Tools. Since I' not going to buy non USA made Craftsman tools there is no longer a need to go to SEARS. My Ol'lady is happy though because now we park in the MACY's parking lot at the mall.

You do realize that sets will still be made in USA?

You do realize that rp wrenches and sockets still are made in usa?

You do realize that many sears still have alot of NOS usa stuff on the shelves and hanging on the hooks?

otis66 · Jun 22, 2012

NC-Fordguy said:
You do realize that sets will still be made in USA?

You do realize that rp wrenches and sockets still are made in usa?

You do realize that many sears still have alot of NOS usa stuff on the shelves and hanging on the hooks?

Last time I walked through SEARS I noticed that the Thin profile ratchets, the raise panel ratchets and the chrome wrenches were made in China. I have not been to SEARS since then. I already started buying SK and GearWrench. If I do go to SEARS it will be to warranty a broken GearWrench tool.

NC-Fordguy · Jun 22, 2012

otis66 said:
Last time I walked through SEARS I noticed that the Thin profile ratchets, the raise panel ratchets and the chrome wrenches were made in China. I have not been to SEARS since then. I already started buying SK and GearWrench. If I do go to SEARS it will be to warranty a broken GearWrench tool.

The loose thin profile ratchets are made in taiwan. I don't know at this time if the thin profile ratchets that come in tool sets will still be usa reproduced. The RP ratchets in the tool sets will still be usa produced.

Not to be rude, but I don't care if you want to go to sears or not anymore. That's your business.

But if you are going to post inaccurate info I will call you out. The info that I have posted up numerous times comes from sears internal intranet. The info is what is present to Sears PMTs for training purposes.

I wish I could post a link but as stated it is internal.

otis66 · Jun 22, 2012

NC-Fordguy said:
The loose thin profile ratchets are made in taiwan. I don't know at this time if the thin profile ratchets that come in tool sets will still be usa reproduced. The RP ratchets in the tool sets will still be usa produced.

Not to be rude, but I don't care if you want to go to sears or not anymore. That's your business.

But if you are going to post inaccurate info I will call you out. The info that I have posted up numerous times comes from sears internal intranet. The info is what is present to Sears PMTs for training purposes.

I wish I could post a link but as stated it is internal.

I no longer have any intrest in Craftsman tools. Buy SK. If you have to buy from Taiwan/China buy GearWrench. This is what I will be doing. Wright tools are nice too.

magova1104 · Jun 22, 2012

otis66 said:
I no longer have any intrest in Craftsman tools. Buy SK. If you have to buy from Taiwan/China buy GearWrench. This is what I will be doing. Wright tools are nice too.

Are the new line of SK tools made in USA? If they do, where? BTW: My nearest SK tools dealer in Illinois doesn't know anything about their warranty yet. He instead recommended me to choose another brand.

LumpyMusic · Jun 22, 2012

otis66 said:
I no longer have any intrest in Craftsman tools...

I think you've made that abundantly clear.

Lumpy

You Played on Lawrence Welk?
Yes but no blue notes. Just blue hairs.

www.LumpyMusic.com

BrokewrenchLS1 · Jun 22, 2012

magova1104 said:
Are the new line of SK tools made in USA? If they do, where? BTW: My nearest SK tools dealer in Illinois doesn't know anything about their warranty yet. He instead recommended me to choose another brand.

Yep, SK is still US-produced.

I've gotten my SK stuff from Amazon so far, but Advance Auto also has a huge amount of stuff on their website. Not sure of any non-online stores that stock a whole lot, though.

Their warranty is pretty fair - they don't take obviously abused or worn-out tools, but any product failure gets taken care of.

otis66 · Jun 23, 2012

magova1104 said:
Are the new line of SK tools made in USA? If they do, where? BTW: My nearest SK tools dealer in Illinois doesn't know anything about their warranty yet. He instead recommended me to choose another brand.

Yes the new line of SK tools are made in USA. If you go to the SK web site you will find your closest SK dealer. You should also give Wright tools a try.

otis66 · Jun 23, 2012

LumpyMusic said:
I think you've made that abundantly clear.

Lumpy

You Played on Lawrence Welk?
Yes but no blue notes. Just blue hairs.

www.LumpyMusic.com

I thought this was the "Today's I hate SEARS thread".....

mikefromme · Jun 23, 2012

Fwiw my original complaint with sears had nothing to do with coo. I'm happy with the tools -- all made in USA :rocker:

Just awful customer service.

Trucky · Jun 23, 2012

otis66 said:
i thought this was the "today's i hate sears thread".....:d:d

SEARS

No but really, why does he always type it in all capital letters? :lol:

Today's I hate sears thread

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