An Update on Sears/Craftsman Feedback

[Stuey]

I've spoken a bit more to the tool department leadership on Sears' side, and also shared more of my own feedback with the Craftsman team.

They are EXTREMELY grateful for everyone's feedback on ToolGuyd (http://toolguyd.com/what-do-you-think-about-craftsman-and-sears/) and in the thread here (http://garagejournal.com/forum/showthread.php?t=284021).

Some of our grievances must have been real eye-openers, others should have come as no surprise.

I have hope that positive changes will come of this. Ultimately, actions speak louder than words, but I believe our comments and feedbacks have been heard and will have impact.

This isn't about helping Sears or Craftsman, but helping ourselves. I want Sears and Craftsman to return to being the great source of tools they were just a few years ago, before they made a long series of disagreeable changes, or to become even better.

If you haven't already left feedback on either ToolGuyd or here, please do so. Tell them what you want to see, tell them about the changes you don't like. Tell them what they need to do to make the Sears tool shopping experience and Craftsman brand better for your needs and wants.

 

[joesilvia92]

I find it odd because sears seems to be closing a lot of their stores

 

[Fedwrench]

Thanks for the update. I didn't post in the other thread because, there were too many people beating the same dead horse. However, if Craftsman was to come back as it once was, it would not only require the support of its stock holders and bean counters but, we would have to step up to the plate as customers and actually buy the revamped tools from them. We would also have to be willing to pay more than pennies on the piece for the new tools, and resist temptation not to take that bucket of rusted/broken craftsman tools we picked up for $2 at a garage sale in for warranty.
Unfortunately, I feel Craftsman is just another casualty of the way America has changed.

 

[priceman1414]

I think my thoughts are the same as many others.

– Return to US manufacturing for at least some tools, with good quality.

– less gimmicky tools, more good quality proven tool designs

– The website needs an overhaul


When I saw that Menards was selling US-made tools, I bought their tools and wound up going to Menards more often, even for non-tool related purchases.

 

[Wizzard]

I find it odd because sears seems to be closing a lot of their stores

If they keep on stocking the junk tools of late then they deserve to go out of business = Economics 101.

They need to rebrand themselves (like Buick did recently) letting people know that they now carry quality Made in USA tools again...and I don't just mean a few lines of USA made. This will take some investment on their part. Until then I keep away from Sears.

 

[sbyrne92]

They need to rebrand themselves (like Buick did recently) letting people know that they now carry quality Made in USA tools again...and I don't just mean a few lines of USA made. This will take some investment on their part. Until then I keep away from Sears.

Oh man I bought a buck vantage knife recently. That thing is nice, it was 30 dollars at kmart. I wanted a best made of spyderco, but after buying the buck I don't think Ill upgrade for a few years.

On the other note, I am disappointed in sears for a lot of things. But seeing all the feedback here and on toolguyd must mean people care about the name. Craftsman was my dads tools, and grandpas. They never wrenched like me, but always had a few in the basement or shed. I always lament on how lucky they were to grow up in a time of USA manufacturing. I hope sears/craftsman sees how much people want that back.

 

[arz71]

Sears forgot what they did best.

mistake 1 - No more Sears catalog

mistake 2 - CHINA made garbage

mistake 3 - Continue repeating failed concepts of Chinese made tools with USA names on them (reminds of another outfit that uses American names on garbage tools)

 

[sbyrne92]

Also Lobster Claw wrenches…seriously no body wants to put that in their box. Looks like garbage works like garbage.

 

[Ign]

I think my thoughts are the same as many others.

– Return to US manufacturing for at least some tools, with good quality.

– less gimmicky tools, more good quality proven tool designs

– The website needs an overhaul


When I saw that Menards was selling US-made tools, I bought their tools and wound up going to Menards more often, even for non-tool related purchases.

This. And glad the website was mentioned. Even if they had stuff I wanted it's a real chore to order it. Make it easy for customers to buy your products, that would seem obvious.

 

[woody 73]

Please, please, please forgive me for what I about to say but I find it very hard to believe in this day and age that what they are now hearing is an eye- opener.

They have this show on tv a reality show something called trading places, undercover CEO, My Boss is a spy...etc (forgot the name) when the big CEO goes out undercover and gathers information in the store. What I am getting at is this ,even a person who is clueless about tools, garden equipment, ladies things, cars etc. could learn a ton of useful knowledge from just a few days listening to the staff and customers would educate them big time.

If it is taken this long and they are just hearing are feedback , well something smells fishy from the get go.

like I said before in the other post that boat has sailed a long time ago.

 

[arz71]

Also Lobster Claw wrenches…seriously no body wants to put that in their box. Looks like garbage works like garbage.

Never heard of this almost sounds comical! <-- have that Bob Vila guy trying to use them even funnier -->

Looks like garbage works like garbage. (that is funny)

The chronicles of the 'Lobster Claw wrenches and the adventures of Lobster Man'!!!!!!!!

 

[LB-1911]

Never heard of this almost sounds comical! <-- have that Bob Vila guy trying to use them even funnier -->

Looks like garbage works like garbage. (that is funny)

Two previous threads -

Can someone explain "lobster claw"
http://www.garagejournal.com/forum/showthread.php?t=209793


Lobster Claws Don't Come From China
http://www.garagejournal.com/forum/showthread.php?t=212482

 

[Kracin]

Please, please, please forgive me for what I about to say but I find it very hard to believe in this day and age that what they are now hearing is an eye- opener.

They have this show on tv a reality show something called trading places, undercover CEO, My Boss is a spy...etc (forgot the name) when the big CEO goes out undercover and gathers information in the store. What I am getting at is this ,even a person who is clueless about tools, garden equipment, ladies things, cars etc. could learn a ton of useful knowledge from just a few days listening to the staff and customers would educate them big time.

If it is taken this long and they are just hearing are feedback , well something smells fishy from the get go.

like I said before in the other post that boat has sailed a long time ago.

if a sears ceo went into a store, and checked out the tool aisle, he would find out quickly that the employees know where and what a dogbone wrench is, but not where to find a center punch, or water pump pliers. any time i ask a question about something, the people in the tool areas seem to only understand what was just put on display but have no idea what a lot of other tools are used for.

 

[arz71]

Two previous threads -

Can someone explain "lobster claw"
http://www.garagejournal.com/forum/showthread.php?t=209793


Lobster Claws Don't Come From China
http://www.garagejournal.com/forum/showthread.php?t=212482

Like how do you use them???

That is pretty funny tho, with marketing like that I can't imagine why Sears is having money problems.

 

[bczygan]

Here is some (I hope) constructive criticism.

The brand that was built up by Sears over a century, has value.

The image I have for Sears and Craftsman tools, is one of affordable, well made tools for the average homeowner, with great warranty.

I am of a certain age though. Younger people may have a different memory.

Because of the history I have in my head, I trust the name and the product.

Recently though, there has come a new line...Evolve. I don't trust this.

And now, the Craftsman line, the bedrock of Sears, is made in China. This is disconcerting. I don't like change, and I don't trust this.

I am of a generation that wants good quality tools, but I am removed from the generation that knew exactly what constituted a good tool. I don't know what kind of metals and processes create a good tool. So I have to trust the brand name.

But now you have switched manufacturing, obviously for cost reasons. Now I don't know what else you have done to cheapen your costs. Are they as good? Are they better?

What have you done to convince me that this change benefits me, and not just your bottom line?

By making this change without explanation, you have already lost my trust. It will take some good amount of effort to gain it back.

And other options are available to me. Gearwrench and Home Depot and Lowes brand tools are now in my tool chest. And more than a few Harbor Freight ones as well.

Perception is reality.

I perceive that there are other options that fit me better.

It's been a long while since I set foot in a Sears for new tools.

Bill

 

[Ign]

if a sears ceo went into a store, and checked out the tool aisle, he would find out quickly that the employees know where and what a dogbone wrench is, but not where to find a center punch, or water pump pliers. any time i ask a question about something, the people in the tool areas seem to only understand what was just put on display but have no idea what a lot of other tools are used for.

I'd argue that most customers on the Sears floor today don't know why a DogBone wrench isn't the best thing ever. IOW Sears pushed away real tool guys years ago.

I overheard a conversation between a Sears employee and a homeowner about their 20V bolt-on system. The customer was asking if this would be as durable and last as long as the DeWalt it was replacing. The employee was, of course, sure it would, and he clearly knew nothing of cordless tools. It was all I could do to hold my tongue.

It's not even that the product may or may not have been suitable for the customer's needs, but that if you're a pimply-faced kid (he was) who's never touched tools other than what Sears shoves on their floor.....how can you truly give an accurate, informed opinion to equally uninformed customers?

 

[Stuey]

I think my thoughts are the same as many others.

– Return to US manufacturing for at least some tools, with good quality.

– less gimmicky tools, more good quality proven tool designs

– The website needs an overhaul


When I saw that Menards was selling US-made tools, I bought their tools and wound up going to Menards more often, even for non-tool related purchases.

Yup. One of my suggestions was that Sears should launch a separate and somewhat independently operated Sears Tool site, similar to how Enco and Zoro are daughter companies of larger brands (MSC and Grainger).

That would definitely get me shopping for tools at Sears again, especially if they start importing more offbeat brands of tools like they used to.

I also griped about the absence of a catalog. There hasn't been any 2014-2015 catalog, and they discontinued the fall/holiday tool catalog a few years ago after a very short run.

Unfortunately, at this point, Sears and Craftsman are going to have to pour more money into improvements that appease customers like us than they are likely to immediately earn back. That's going to be a huge obstacles for the changes many of us are hoping for.

 

[filtered]

Sears is doomed, we all know it.

What I want to know is what happens to broken craftsman tools. No sense in buying Craftsman tools if there is no way to get replacements.

They did this to themselves and now they want to listen? They can listen to me taking my money to another company with a future and non Chinese tools.

 

[The Common]

I have been dumping all my Craftsman tools on ebay. Practically giving them away since I am far from the only one. They were all backups anyway. I will never go back to my childhood tools aka Craftsman, even if Sears and Kmart make past 2018, but I do not think they will. Once you use a real ratchet it’s all over for Craftsman anyway. Sorry Craftsman lovers I had my fill of them when I broke and took in my long handled flex head 1/2 inch and was handed what looked like a Chinese knock-off. I didn't mind that that one was their typical chunky, sloppy 36 tooth but not taking back the new Chinese one for store credit for my wife was it for me. I just hope something good replaces our brick and mortar store when it goes like the rest of them.

 

[arz71]

I have been dumping all my Craftsman tools on ebay. Practically giving them away since I am far from the only one. They were all backups anyway. I will never go back to my childhood tools aka Craftsman, even if Sears and Kmart make past 2018, but I do not think they will. Once you use a real ratchet it’s all over for Craftsman anyway. Sorry Craftsman lovers I had my fill of them when I broke and took in my long handled flex head 1/2 inch and was handed what looked like a Chinese knock-off. I didn't mind that that one was their typical chunky, sloppy 36 tooth but not taking back the new Chinese one for store credit for my wife was it for me. I just hope something good replaces our brick and mortar store when it goes like the rest of them.

What I got is OLDER and doing the same, replacing with other vendors as well.

MAC/Snap-On/Proto ect

 

[royesses]

Is this what you mean by a separate sears tools web site?
http://www.craftsman.com/

or something different?

 

[pauls_workshop]

I think my thoughts are the same as many others.

– Return to US manufacturing for at least some tools, with good quality.

– less gimmicky tools, more good quality proven tool designs

– The website needs an overhaul


When I saw that Menards was selling US-made tools, I bought their tools and wound up going to Menards more often, even for non-tool related purchases.

Menards really IS the modern Sears replacement for some things, including most tools one would want. The MasterForce screwdriver line is top notch, US made by Pratt Reed, and better than the budget Craftsman screwdrivers today. Sockets and wrenches in MasterForce line are also US made by Allen. Unfortunately, MF pliers are all China coo now and hammers too. Drywall tools in MF were still US made and high quality a few weeks back when on sale. The MF cordless lineup is actually really good quality and value too. What they don't sell in the higher quality levels in their own MF brand, they sell in other brands like Hitatchi, Makita, Bosch etc. - Paul

 

[BDT/NWMN]

Well; Craftsman is your store branded name for the tools that Sears and Roebuck have sold for years.... When your tools were USA made by American workers in USA factories; I bought some of them for gifts and my own use... With some exceptions; much of what I see today in the Craftsman lineup can stay on your store shelf... I am not interested..

 

[defektes]

Like said before, USA is a deal breaker for many. They can implement all the changes they want but if they are still outsourced many will not buy.

 

[TexasT]

It's been a long while since I set foot in a Sears for new tools.

There was a time when we bought not only tools but appliances and electronics from Sears. A year or so back we needed a refrigerator. Went to the local sears like we had for the last washer and dryer and the fridge, washer and dryer before them. All were financed on the sears account we had since we were married and countless 1000s of dollars had been financed. We picked out a fridge and went to see about getting it financed. And were denied. They wanted us to lease to own it. That was my last trip to a sears. I doubt Ill ever go back. Funny way to treat what was a life long customer.

I didn't mind that that one was their typical chunky, sloppy 36 tooth but not taking back the new Chinese one for store credit for my wife was it for me. I just hope something good replaces our brick and mortar store when it goes like the rest of them.

I quit taking anything in for warranty when they started handing out chinese replacements. See above why Ill never go back again.

Plenty of places that want my business. I am a loyal shopper until they give me a reason to look elsewhere. From the description in one of the above posts, I'd love to have a Menards down in Texas. How 'bout it Menards, when you gonna open one up?

 

[brtsvg]

When I saw that Menards was selling US-made tools, I bought their tools and wound up going to Menards more often, even for non-tool related purchases.

With Menards in town who needs Sears ? not me

 

[Tim37]

Bring back USA tools
Exchange these Chinese tool shaped pieces of scrap for real tools
When they do that I will be happy to return to the craftsman fold

 

[Ign]

Menards is only in a handful of states. I've never even seen one in person here in the West.

 

[slyonedoofy]

Email from Sears:

I am part of the Sears Tools team, and I would love to learn what you think about Sears Tools and how you buy tools (hand tools/power tools/tool storage).



You recently took a survey about shopping during the holidays in the Sears Tools department and checked that you would be interested in a follow up phone interview.



Are you still interested in answering a few questions?

1. This would be a 30 minute phone call.

2. To say “Thank you”, I would give you a $25 gift card you can use in store or online at Sears or Kmart.



If you would like to participate, all you need to do is Reply to this email within the next week with the following info…

1. Several times that would work well for you for the phone call.

2. The city & state of the Sears closest to your home.

3. The best phone number to reach you at that time.

Note: Your phone number will be used for this call only. It will not be used for marketing purposes or sold or given to any other organization.



I will then reply to confirm the time of the call and send you a reminder email the day before the call.



At the end of our phone call, I will immediately email you the $25 gift card code and give you my contact information if you have any further questions. I will also notify your nearest Sears.



In the meantime, if you’re curious, here are the types of questions I will be asking. Basically, I want to get a better understanding of who you are, how you shop for tools, and how we can better serve you.



Who You Are

- What are you passionate about? What motivates and excites you?

- What do you do with your spare time? Hobbies? Interests?

- What is your level of expertise with different kinds of tools?



How You Shop for Tools Products

- Why do you buy Tools products?

- When do you start shopping for tools products? How much is planned and how much is on impulse?

- Why do you continue to (or not) buy tools from Sears?

- Do you shop at other retailers for tools? Which tools? How do you choose where to shop?

- Walk me through the decision-making process the last time you made a purchase in the tools department.



How We Can Better Serve You

- Tell me about one of your favorite places to shop. What do they do well?

- What is done well in the Sears Tools department and what could improve?



Thanks so much for your help!

 

[Ign]

^^I have so little faith in Sears and Sears Customer Service my immediate thought was please post back if your $25 gift card actually works. I'm not saying they are deliberately trying to rip anyone off, but rather they're so incompetent and their entire IT infrastructure so seemingly spotty that things just don't work.

 

[ElectroMechTech]

I gave up on a Sears a couple of years back. Noticed on the shelf multiple packs of SAE and MM offset box wrenches that should have been rejected as soon as they were forged. 12 point wrenches, missing anywhere from 4 to 8 points.....completely flat. A year later while on the road for business, I stop at another Sears store five states away, with the same issue. Lol.

Part of their problems is the mentality of the customer base has changed.......too many young folks think access to fresh kale and free wifi at the coffee shop is a human right.

 

[fordgasm]

And for the love of God please fix your website!!!! Whoever is running it should be fired. Craftsman Club Saver Days started last night. Half the time the page wont load. When it does sometimes it links you to an item that Sears no longer carries. Two items, a 4 piece plier set were listed side by side. Exact same item #. One was 4 cents cheaper than the other. Some links I click, it takes me to another page where the discount isn't applied. Its hands down the worst website Ive ever been to.

 

[woody 73]

Funny thing I never understood but has does a company that was in bankruptcy, in this case K-mart have the funds to buy Sears?

They are still back in the "BLUE LIGHT SPECIAL" mode of the eighties for web design...

 

[arz71]

Sears forgot what made them great. They will go down in the ash heap of history of going off the tracks and importing China made junk.

If one plays in the pig pen they get dirty.

 

[LB-1911]

Funny thing I never understood but has does a company that was in bankruptcy, in this case K-mart have the funds to buy Sears?

You may want to do a little reading.....



https://www.google.com/#q=eddie+lampert

 

[ss454]

until they pull all the china stock and melt it down and restock with usa why would you spend hard earned money on even old usa stock if you find any? because if you break a usa tool they replace it with china ****. it is not comparable quality so how can they justify the china **** as a suitable replacement on a warranty item?

 

[Ign]

And for the love of God please fix your website!!!! Whoever is running it should be fired. Craftsman Club Saver Days started last night. Half the time the page wont load. When it does sometimes it links you to an item that Sears no longer carries. Two items, a 4 piece plier set were listed side by side. Exact same item #. One was 4 cents cheaper than the other. Some links I click, it takes me to another page where the discount isn't applied. Its hands down the worst website Ive ever been to.

Not only that but step outside of major metropolitan areas and see if your site still loads. Sears' site is one of the slowest and most glitchy for me, something with the script (is that Java?) which "shadows" the main page and brings up little circles while it's working/loading.

I have zero issue w Amazon, CPO, Tooltopia, eBay, Enco etc etc so my connection isn't THAT bad. If Sears truly wants to return to "greatness" IN TOOLS consider that you will NEED customers in rural areas - make your website less cumbersome.

The UPS truck is at my door at least 3 days per week with tools or shop supplies but rarely do I even place 3 orders w Sears ANNUALLY.

 

[slyonedoofy]

^^I have so little faith in Sears and Sears Customer Service my immediate thought was please post back if your $25 gift card actually works. I'm not saying they are deliberately trying to rip anyone off, but rather they're so incompetent and their entire IT infrastructure so seemingly spotty that things just don't work.

I haven't heard back from them but if they do call I will update.

 

[Wamsutta]

Sears should get out of the homeowner market segment and go into Industrial/Professional market segment while still allowing the homeowner to buy the tools if they're willing to pony up the cash.

 

[ganymede]

Like said before, USA is a deal breaker for many. They can implement all the changes they want but if they are still outsourced many will not buy.

For some it's even more. They love mid 90's to early 2000's Craftsman **** just because it's stamped usa, yet call Chinese made craftsman of the same quality level junk.
Craftsman would really have to change to get me to go back to them.