Bad Experience at Sears (Returning a tool)

[Blacknwhitepit]

Well,

It goes like this.

A few days before Christmas I was back home at the local Sears to buy some tools to replace a front bearing on my sisters car. While I was there I brought some broken tools in to get them replaced. The SalesWOMAN there said they would not replace one of them because it looked like it had been abused. Still being polite I asked to talk with her manager. The Tool ManagerWOMAN came over and said the exact same thing (only without looking at the tool). Well hmmm... Then I asked to see the Store Manager about getting it replaced. The Tool managerWOMAN called the store assistant managerWOMAN who merely said no over a radio/phone. I could not beleive that this assistant store manager didn't even come speak to me. At this point is where I insisted that she come out to speak with me. (Although I probably lost the battle at that point when I asked if there was a man I could talk to). I was calm, did not raise my voice and did not use any inappropriate language. I just told the Store assistant managerWOMAN that I was a loyal Sears customer for over 10 years. A card Carrying Craftsman Club member for 5 years and I was going to buy over $100.00 worth of merchandise that day. She simply said she would not exchange the tool. I then handed her a stripped torx screwdriver and asked "well can I exchange this) she looked at it for a few seconds and said "what's wrong with it", clearly showing her lack of any type of tool knowledge. With that I simply said "I thought so" and walked out the door, however not before I got the names of these managers. Now I refuse to ever shop at that Sears again. I went to another Sears in town the next day and they exhanged it for me no questions asked. Unbelieveable.

By no means do I mean to sound like a misogonist, but all of these woman wouldn't know a philips from a torx.

I do intend to write Sears and CC the Store manager to let them know about this poor experience.

I have never had an issue before with returning a tool at Sears and I do not "abuse them" I felt like I was explaining myself to a snap on guy how it broke (only the snap on guy does know about tools).

Perhaps there is a change in policy since the Sears-K Mart Merger.

Rant complete

-BWP

 

[eschoendorff]

Nope. No change in policy, just some people whose "power" has gone to their pretty little heads. I have Sears Corporate on speed dial on my cell phone due to one such experience. If I need to, I will call the corporate office right there at the register.

Sometimes they need to be reminded of the language in their famous warranty. It simply states: "If any Craftsman hand tool ever fails to give complete satisfaction, return it to Sears for free repair or replacement." Nothing about alleged abuse in that language.

Hold 'em to it. That warranty has been one of Sears' major draws for years. If their tools weren't USA-made with a fantastic warranty, most people wouldn't use them. Hell, Stanley ratchets from Walmart are better than the Standard Cman ratchets. The fit and finish on a lot of tools coming out of Taiwan (the next Japan) put Craftsman to shame. I hate using their raised-panel (or any raised panel) wrenches. And their standard screwdrivers aren't anything to write home about. I've had them snap where some cheap Great Necks simply held up. There are better tools out there... available at a reasonable cose. Just not USA made and with that particular warranty. Every once in a while, I think taht Sears' employees need to be reminded of that.

 

[toolfreak]

I would say call corporate or just go to another sears if you have another one if it isn't too inconvenient. I luckily haven't had any problems returning the few tools I have taken back even though they were abused.

 

[Junkman]

I have some 3/4" drive Craftsman sockets that were made in Taiwan that I wasn't satisfied with, and they exchanged them for all new made in USA sockets when I asked. No questions, no excuses, just a straight out swap of sockets. Couldn't have asked for more. Same with Snap-On tools, if they fail, they replace them. Granted Sears is a lot more convenient, but both companies stand behind the warranty, and in many ways, Sears is more liberal in the return policy. I have returned wrenches that got buried in the ground and dug up 5 years later and they replaced them. Snap-On wouldn't, they said it was abuse. I said it was missing in action. The only Craftsman tool that Sears refused to warranty was my 1960's click torque wrench. They said that the click type torque wrench's were one year only. They did offer to replace it one time with the new unit, but that one had only a one year warranty and looked like it was a piece of junk. I kept my original one and just "adjust" for the slight loss of tolerance. I check it against my Snap-On, and when they both agree, then I know that is close enough for anything that I will ever do. My ancient iron isn't that critical about torque.

 

[wilbilt]

I have had similar experiences with warranty issues at Sears. Not related to gender, but to attitude. Attitude that comes from the top.

Believe it, they are moving away from the lifetime guarantee as they source more and more tools from Asia. How could they stay in business warranteeing junk all day?

I commend them for holding out as long as they did, but the greed eventually won. They will drive the Craftsman brand into the ground and not look back.

 

[bmwpower]

Just out of curiosity, was the store you had a problem with a Sears Hardware Store, a Sears Essential Store or a Sears Mall Store? They all seem to be different in the way they operate and stock items. This might have had something to do with it, too (ie, stricter policies enforced by certain management of certain types of stores)? I dunno...

What tool was it? What was wrong with it?

 

[Blacknwhitepit]

Just out of curiosity, was the store you had a problem with a Sears Hardware Store, a Sears Essential Store or a Sears Mall Store? They all seem to be different in the way they operate and stock items. This might have had something to do with it, too (ie, stricter policies enforced by certain management of certain types of stores)? I dunno...

What tool was it? What was wrong with it?

The problem was from the Sears Mall store. Where I eventually took it was to a Sears Hardware store. They took it back with a smile on their face and repaired my broken 1/2 drive ratchet in 10 minutes. I recognized many of them from years past (As I usually only go home during the Holiday season and always get Sears Gift cards). They were what I had come to expect from Sears after all these years.

The tool was a screwdriver that you could put different style bits into it. The shaft was bent and it also cracked/split at the end where the bits go in.

Oh BTW I also read the warranty right off one of their tool sets to the ManagerWOMEN. They re-iterated their policy. I should have asked to see that policy in writing.

In the end I did get my way, but I had to drive 30 miles round trip out of my way to get a replacement for a $9.00 tool.

-BWP

 

[z28toz06]

Take a piece of their literature with you next time that has the unconditional lifetime guarantee printed on it. I have never had a problem returning any tools to them.

I even had a 20 year old 1/2" torque wrench that was just bound up by varnished oil. I figured it needed calibrating anyway and they gave me a new one before I even told them I wanted to pay to have it fixed and calibrated.

I find myself buying more MAC and SNAPON stuff these days. Most of it off Ebay, but I have a buddy that sells MAC and I like a lot of their stuff. I figure when I go T!Ts up the old lady can sell it or my son can have it. He deserves it with all the **** he's put up with from me!

 

[Rickster]

Last time I returned tools to Sears for exchange I bypassed the counter and located the the tools I was replacing on the racks then brought everything up to the counter and laid them out side by side; new & old. No problem with exchange that day. They are putting a lot of the sockets and individual wrenches behind locked display cases nowadays. Maybe the thing to try is to carry the items into the store in a bag and pull all the parts with their help and then lay them all down on the counter and pull out your broken pieces. At least if they don't swap out the parts you'll have the satisfaction of knowing they'll have to put everything back when you walk away. Or maybe the thought of having to put it all back will be enough to warranty the tools.

 

[Ed and Sandra]

It would seem the problem varies by location and staff including the local management. Last evening we went to a Sears mall store and exchanged a clear handle Craftsman Phillips screwdriver and a Craftsman Pro slotted type. There was no hassle whatsoever and in fact we were somewhat aghast to see the salesman rip open a Pro collection package to get the one we needed.

Of course, it probably didn't hurt that we had just purchased two of the Craftsman 5 drawer ball bearing chests to match the other stuff in our workroom at home.

Best regards,
Ed and Sandra

 

[mikeatrpi]

located the the tools I was replacing on the racks then brought everything up to the counter and laid them out side by side; new & old.

Ditto. Always works for me. Also, I even brought a gear wrench brand back to sears and they replaced. The folks at gear wrench said its a fairly new agreement with sears- FYI.

 

[PAToyota]

Just from personal experience, I wouldn't say that it is a SALESMAN/WOMAN issue - seems like most of the guys working in there don't know the difference between a hammer and a screwdriver either...

I think it is really the difference in the way anything is sold anymore. All they are concerned with is the selling part. They don't require that the salespeople have any aptitude at all about what they are selling. It is not like when you had the corner hardware store when the people working in there actually used the things they were selling, could advise you on what works best, and give you educated opinions. Now it is just whether you are willing to work for minimum wage...

 

[rose jackets67]

Wow - My local Sears is still great about returning tools. I walk up with what I want replaced and the replacement, and they toss the old item in the 'dead tool' bin without even looking it over.

Seems to me that all the issues are caused by the store employees, not actual changes in policy by Sears or Craftsman...

adam

 

[milly]

I have never had a problem exchanging broken tools at a Sears store. My brother did get upset once when one of his ratchets broke for the 5th or 6th time and they wanted to rebuild it instead of replace it. The funny thing was he was working in the Sears Automotive Center mounting tires and doing alignments at the time. He bitched to his manager and the next time his ratchet broke, he got a new one instead of a rebuild kit.

On a side note, when Home Depot opened this past spring/summer I took some broken Husky tools in for exchange. The girl at the exchanges counter seemed a little confused, I told her they had a lifetime warrenty. She called the tool manager and he had to go look. Sure enough, I got my replacements with a smile and they even thanked me for helping them "train" on the Husky tool policy. I try to buy my tools from Sears or Home Depot as much as I can, unless the Snap-On or Matco guys have what I need. The other stores in town that carry tools have mostly Asian junk.

 

[wilbilt]

I have heard that HD will exchange broken Craftsman for Husky.

Has anyone had experience with this?

 

[Junkman]

I watched a guy swap a Snap-On ratchet for a Husky at HD. I offered to buy him the new ratchet in exchange for his Snap-On, but the salesman intervened and said that he couldn't do that. I think that the old Snap-On made it into the tool salesman's pocket by the end of the day.

 

[thefairlaneman]

Since SEARS is the topic, I too dont buy from them anymore because of poor customer service. The salespeople make promises they cant keep . We paid cash for a new electric range and told we would have it in 2 days. 5 days later not received..........we went and got out money back right then.....Another reason we dont use sears is because they wouldnt accept my visa card once and said that the only credit cards they would accept were the sears cards,,,who needs them?

 

[MarkH]

It is hard to believe how many people do not believe that the service that they give is directly connected with their paycheck. Do not give good service someday no company no paycheck.

The two issues with Sears are 1 people are poorly trained and prepared for what they are doing. Sometimes equal opertunity that puts someone where they should not be. Sometimes the lack of education of what they are selling. That really influences service. In another area that has gone self service in shoe sales. Laugh but I had a great uncle an old time small town store owner show me growing up how you fit them for a long lasting comfort. My wife has the normal 100+ pair of shoes. She wears about 10 pairs she wears 95% of the time. These are all ones I got her and fit like my great uncle taught me. Her comment even though a couple pairs are very high heels, Just so comfortable and easy to walk in.

So all the person not trained in what they are selling or managing the sale of should be permitted to sell or manage is nothing in my opinion. This has nothing to do with ***. The best hardware store sales person I have ever been served by was female. You would walk into our small town Hardware Hank with a few broken pieces in your hand she would look at it for less than a second, state what it was and she had to go to the 2nd or 3rd floor to get it so just wait. The town mourned the day she retired. The guys after 20 years are 90% of her which is probably about the best you can find today.

So you look for the good person, have corp on the speed dial since with poor training somethings need to fall from above to get lessons across.

I want Craftsman to be successful. They fill a tool notch and with a little more USA and better service could even fill it better.

 

[boiler7904]

Take a piece of their literature with you next time that has the unconditional lifetime guarantee printed on it.

You don't have to do that. Sears has already done it for you - It's already sitting on the counter for you to bring to their attention. The unconditional lifetime warranty is printed on the "3 ways to order" page (other side of the index) at the back of the of the current catalog.

 

[wantedabiggergarage]

You don't have to do that. Sears has already done it for you - It's already sitting on the counter for you to bring to their attention. The unconditional lifetime warranty is printed on the "3 ways to order" page (other side of the index) at the back of the of the current catalog.

Sears has a lifetime warranty, but the words to use, are the other policy. The SATISFACTION GUARANTEE. If they don't believe you, grab a catalog, and use the front of the index, next to SOME of the Sears numbers, they would rather not have to call.

 

[bens]

Is the return policy limited to certain types of tools? The last lady told me they only guarantee power tools not the drill bit set I was trying to return. I've had two of these Speed-Loc bits break and under normal use (assuming drilling wood is normal )

I was trying to exchange these, no receipt:
http://www.sears.com/sr/javasr/prod...cal=TOOL&subcat=Drill+Bits&BV_UseBVCookie=Yes

 

[Coach James]

I don't think items that wear out through normal use like drill bits and knife blades are covered by their warrenty.
Coach

 

[Junkman]

Bens...... next time take the Weimeraner with you, and with those sad eyes, they will give you what you want.

 

[Willy Victor]

Is the return policy limited to certain types of tools? The last lady told me they only guarantee power tools not the drill bit set I was trying to return. I've had two of these Speed-Loc bits break and under normal use (assuming drilling wood is normal )

I was trying to exchange these, no receipt:
http://www.sears.com/sr/javasr/prod...cal=TOOL&subcat=Drill+Bits&BV_UseBVCookie=Yes

bens as far as I'm concerned if it says Craftsman on the label it's guaranteed.

Willy

 

[Blacknwhitepit]

So all the person not trained in what they are selling or managing the sale of should be permitted to sell or manage is nothing in my opinion. This has nothing to do with ***.

I completely concur with the above statement. However, when someone is going to tell me if a tool has been abused and refuses to honor the guaranteee they should at least understand something about tools, or at least how tools may be broken without abuse.

"Young lady. Have you ever split a 1/4" drive deep well craftsman socket? "

I apologize for my Political incorrectness and want to say sorry to those 1 out of 200 women that would know a torx from a phillips.

What I have learned.

1. What was posted by Rickster. Bring up all the stuff I was going to buy to the counter and then have them tell me no.

2. Insist on seeing the "If it has been abused" policy in writing

3. Take it up the next level to store manager, then call corporate.

ESCHOENDORFF - PLEASE POST THE CORPORATE NUMBER

I really did remain polite and calm. Perhaps if I had been an A$$ they would have let me have it. Just not my style.

I have returned many broken (NON abused) tools with never any problem at both Sears I shop in two different states. So this definitely is an isolated incident (I think).

-BWP

P.S. Years ago I did try to return some broken drill bits. These are NOT covered under the Craftsman warranty. I can understand this at least.