Craftsman Professional Wrenches

[Car_Guy]

Apex sounded upset on the phone when I brought up the China sourced combination wrenches. Said something like it was too bad that was direction Sears wanted to go or something like that. And it was not in their control. It didn't sound like it had any involvement with the China line. Of course this was just one person on the phone, they may not even know for sure.

Actually after dealing with Apex on the phone I got a bad taste in my mouth and look at my Gearwrench set differently now. It is like a pretty girl with a very ugly personality. My Gearwrench set works and looks good but I sure hate dealing with them when you have a issue. They couldn't even cross reference my Sears Gearwrench set part numbers when I had a defective wrench. I had to hold her hand and help search their own website to get the part number for them.

You have to remember that some of this may be contractual. The companies probably do not want you cross-referencing what is essentially the exact same product from a competitor.

Even the warranty issue, it would not surprise me if Craftsman negotiated a lower price and warranties all the tools themselves, instead of paying Apex to cover it. If a part on your car breaks under warranty you typically go to the dealer, not the supplier who made the part.

 

[EdJack]

I've never had problems calling the 800 number on the packing slips, they are usually friendly and ship it right out with no questions asked.

The last time I called was last year, so maybe things have changed.

 

[jonathan75]

I finally got the replacements on order. Took around 30 mins in the store because the guy wanted to call every other number but the one I provided. Turned out in the end someone at Sears gave him the same number that I first suggested that is on the packing list.

Same women again and he had her on speaker. She kept telling the guy to make sure you confiscate the wrenches, don't let him leave the store with the old ones, blah blah blah. I don't have any problem giving Sears back the junk from Apex but why do they have to be so petty about it? Why do they care? I doubt Sears sorts through and ships back to Apex everything they make do they?

 

[EdJack]

Confiscate - to take (something) away from someone especially as punishment or to enforce the law or rules.

Sounds like they are treating you more like a criminal than a customer.

 

[Sleipnir]

I finally got the replacements on order. Took around 30 mins in the store because the guy wanted to call every other number but the one I provided. Turned out in the end someone at Sears gave him the same number that I first suggested that is on the packing list.

Same women again and he had her on speaker. She kept telling the guy to make sure you confiscate the wrenches, don't let him leave the store with the old ones, blah blah blah. I don't have any problem giving Sears back the junk from Apex but why do they have to be so petty about it? Why do they care? I doubt Sears sorts through and ships back to Apex everything they make do they?

I'd imagine they want to make sure that people don't try to warranty the same thing multiple times. As a business, can you blame them for wanting to prevent losses? Granted, if they made it right the first time it'd save everyone a bit of time..

 

[jonathan75]

I'd imagine they want to make sure that people don't try to warranty the same thing multiple times. As a business, can you blame them for wanting to prevent losses? Granted, if they made it right the first time it'd save everyone a bit of time..

They need to learn that how you say something is the most important aspect. It would be great if their attitude improved, don't answer the phone sounding pissed off and try to make you feel like you did something wrong because they have a defective product. They are not helping the Made in USA fight. Don't they understand we the customer like to buy from companies that take care of our issues in a nice and professional manor? This experience is going to make me think twice before I ever buy another Apex made tool like Gearwrench.

 

[jonathan75]

Confiscate - to take (something) away from someone especially as punishment or to enforce the law or rules.

Sounds like they are treating you more like a criminal than a customer.

Exactly, that is how I felt too.

 

[jonathan75]

Got my two replacements in the mail today. Now my set is complete again. It came from their factory in Springdale, AR.

 

[nickjj]

10/11 is out of stock, mine was refunded so need to find one

13/15 and 16/18 out of stock too, my 7 piece set turned out to be a 4 piece set...

 

[turmlos]

13/15 and 16/18 out of stock too, my 7 piece set turned out to be a 4 piece set...

I finally completed my set yesterday. I had originally ordered them all to be shipped to me, then all but two (13/15 & 16/18) were cancelled. I managed to get the 20/22 & 21/23 by making a seperate ship-to-store order. The rest I found locally and had price matched.

 

[nickjj]

I finally completed my set yesterday. I had originally ordered them all to be shipped to me, then all but two (13/15 & 16/18) were cancelled. I managed to get the 20/22 & 21/23 by making a seperate ship-to-store order. The rest I found locally and had price matched.

Should have ordered mine last week

£15 fixed price shipping to the UK, but Sears always seems to split even small orders into multiple packages, how they make any money out of their website is a mystery...

 

[Harrison2]

13/15 and 16/18 out of stock too, my 7 piece set turned out to be a 4 piece set...

ahah mine were free apart from the 10-11.

i opened a paypal dispute due to sears not honouring a coupon code and messing me around and not replying to my emails. paypal got me a refund for 6 of them and i reordered the 10-11 a week later when it was in stock and got it shipped to a usa address for around $9/£5.

so my entire set was $9

however i have now vowed not to step in sears again or to buy from them again....until black friday

 

[nickjj]

Because of the missing spanners they charged me £1.47 for next day shipping to the UK for one parcel and £7.73 for the other one, both parcels shipped from the same location at the same time, they must have lost a fortune on my order.

 

[Harrison2]

Because of the missing spanners they charged me £1.47 for next day shipping to the UK for one parcel and £7.73 for the other one, both parcels shipped from the same location at the same time, they must have lost a fortune on my order.

if i took the time to write about all the free gift cards ive had from sears due to complaining and all the times theyve given me free SYRW points im pretty sure noone would ever buy shares in them haha!

they are terrible.

 

[nickjj]

if i took the time to write about all the free gift cards ive had from sears due to complaining and all the times theyve given me free SYRW points im pretty sure noone would ever buy shares in them haha!

they are terrible.

It's the packing that scares me, huge boxes with odd small things just loose in them, but to be fair I ordered on Thursday evening and the parcels arrived in the UK today and will be delivered on Monday, so quick and cheap...