Craftsman

[hldtyt]

I recently purchased the 299 piece Craftsman socket set. The experience was anything, but enjoyable. Shipping on the set was fast and it was received only three days after the order was made. I eagerly open the single box to find the sockets in plastic bags. One of which opened during shipment and was now scattered all over the box. Not to big of deal, but not a great was of shipping it. My wife and I sat down to meticulously check that every socket made it. By the time we finished the task, I was frustrated to see I was short 7 sockets and had duplicates of 4. I had one the chrome was peeling off in sheets. Two had casting so heavy inside they would not go on the ratchet. I was just sad at the lack of attention and quality from such a tool company.

So........ I called Customer Service. I reached a women with a very heavy accent. I really had trouble understanding her. After explaining everything to her she replied with a very short answer. They will be en route to pick up ALL of the sockets. I stressed to her I only wanted the ones I was missing and all is good. We each repeated ourselves several times. Clearly this was not going the way I wanted. I decided to go to the local Sears to try and find some sort of resolution.

The manager was nice and made every effort to fix the problems. She spent over an hour on the phone while I stood there. She finally convinced someone somewhere to just mail me replacement sockets for all of those missing or that had defects. So now I wait to see if they show up.

I just wanted to share my experience with Craftsman tools. Clearly things are being outsourced. I found the whole experience sad and shameful. A total lack of attention to detail. I will look at other manufactures for my tools before I buy from Craftsman. Just my opinion.

 

[BrokewrenchLS1]

Yep, it seems like any replacements for a part of a tool set, even an individual wrench, requires the whole set be shipped back in exchange for a new set - which might have the exact problem the original returned set had. I ordered a set of metric deep-offset wrenches and wound up with a double 20-22mm, and no 21-23mm. Talked to Sears, they wanted me to ship the whole set back. Called Apex, spent about 2 minutes on the phone with them, and a replacement wrench was sent out that day without me having to return anything.

 

[SMKS]

Did you read the sheet in the box? It has a specific number to call to get missing/bad sockets replaced.

I'm not criticizing you, but there have been multiple posts like this because people didn't read the sheet in the box.

The regular Sears customer service number, or the store, isn't a great way to get these problems resolved.

1-800-832-7494

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

Here's another thread where the person complained on the web, and when they called the correct number the problem was solved very quickly.

http://www.garagejournal.com/forum/showthread.php?t=155003


.

 

[LB-1911]

^^^^^
1-800-832-7494
Mon-Fri 0800 -1630 Eastern Standard time.

 

[MikeGyver]

Not sure what I am going to do if my USA made Craftsman tools break. I tried to trade a broken Craftsman tape measure at Osh and they were unwilling to help. I asked them to order one and the refused. Not the same tool company as when I started buying them.

 

[hldtyt]

To be humble......... I did miss the number. I let my frustration blind to re-reading the sheet. I went to work and left the sheet at home so I used the website. I found the number later that evening.

 

[Stee6043]

The company that currently makes Craftsman hand tools is owned by the same company that owns Matco tools. Sister companies as it were. Ever heard of Jake Breaks? They own those guys too. All made here in the USA.

Your experience is really unfortunate. I hope they make it right for you. It's too bad you're getting tools with the USA stamp on them that are less than acceptable...

 

[allinon72]

The company that currently makes Craftsman hand tools is owned by the same company that owns Matco tools. Sister companies as it were. Ever heard of Jake Breaks? They own those guys too. All made here in the USA.

Your experience is really unfortunate. I hope they make it right for you. It's too bad you're getting tools with the USA stamp on them that are less than acceptable...

Was not aware that Danaher made Matco tools.

 

[SMKS]

Not sure what I am going to do if my USA made Craftsman tools break. I tried to trade a broken Craftsman tape measure at Osh and they were unwilling to help. I asked them to order one and the refused. Not the same tool company as when I started buying them.

They can't order one because Craftsman no longer offers tape measures.

Also, what part broke? The blades aren't warrantied.

Some members have said they were offered a Stanley replacement.

Warranty info here:
http://www.craftsman.com/cswarranty/nb-100000000227082#point7

- Tape Measures (purchased at Sears before May 2010) If this Craftsman tape measure is ever defective in material or workmanship, it will be repaired or replaced free of charge. This warranty does not cover the blade, which is an expendable part that can wear out from normal use within the warranty period.

WARRANTY SERVICE
To obtain warranty coverage, return the product to the retailer from which it was purchased for free repair or replacement if repair is unavailable.

 

[TinKnocker]

Not sure what I am going to do if my USA made Craftsman tools break. I tried to trade a broken Craftsman tape measure at Osh and they were unwilling to help. I asked them to order one and the refused. Not the same tool company as when I started buying them.

they havent done replacements on tapes in years. when they went from the yellow case, to the red case in probably 2006. you can return the yellow for a red, then youre stuck with a POS craftsman tape that wont stand out but 6 feet.

 

[LB-1911]

Not sure what I am going to do if my USA made Craftsman tools break. I tried to trade a broken Craftsman tape measure at Osh and they were unwilling to help. I asked them to order one and the refused. Not the same tool company as when I started buying them.

May shed some light on the issue.

Tape Measures (purchased at Sears before May 2010)

If this Craftsman tape measure is ever defective in material or workmanship, it will be repaired or replaced free of charge.

This warranty does not cover the blade, which is an expendable part that can wear out from normal use within the warranty period.

http://www.craftsman.com/shc/s/nb_10155_12602_NB_CSwarranty?adCell=WF#point7

 

[Gary S]

It is too bad that they are shipping that kind of quality. They need to check things better before shipping if they expect to get repeat customers. Hopefully they will get it all right for you.

I pick up my Craftsman tools off the shelf when I buy so I can see what I'm buying. I hate ordering and waiting. When I need a tool, I want it now, so a 5 minute drive to the store gets it in my hand right away.

 

[mayday0017]

On the 6 piece socket sets everyone was buying this week I noticed one of my sets had chrome peeling off of it, haven't looked really close yet but the box said MADE IN USA. Wonder if the socket is cheap china junk, is yours USA made or China?

 

[SMKS]

On the 6 piece socket sets everyone was buying this week I noticed one of my sets had chrome peeling off of it, haven't looked really close yet but the box said MADE IN USA. Wonder if the socket is cheap china junk, is yours USA made or China?

There aren't Chinese Craftsman sockets. At least, not yet. They're all still USA made, except the spline and impact sockets.

 

[Super Sport]

That's pretty bad, but from what I hear the number on the packing sheet is much better than the foreigners at Sears' customer (lack of)service center.

I have bought a number of Cman sets lately and I had a couple that had one tool messed up. I haven't called to get the problems fixed yet...but one mistake in 300 tools isn't a big deal to me. Yours is a lot worse.

 

[Big Gus]

I've called the number on the sheet. No hassle and problem resolved quickly.

 

[OxJaw]

I ordered the set the last time it was on sale. I was missing four sockets and had one duplicate. I called the number on the sheet and a gentleman answered and asked if had the numbers for the sockets I was missing. I gave them to him and he said I would have my sockets in 7-10 days. Total call took less than five minutes and went very smooth. I would buy another set without a doubt.

 

[stonesfan68]

Was not aware that Danaher made Matco tools.

Actually, it is Apex Tool Group who makes Matco tools. Danaher and Copper Tools spun off Apex 2-years ago.

http://www.apextoolgroup.com/about_us/index.cfm

 

[RangerDaleXp]

The OP Picture does not show coo but it looks like made in usa.

 

[SMKS]

Actually, it is Apex Tool Group who makes Matco tools. Danaher and Copper Tools spun off Apex 2-years ago.

http://www.apextoolgroup.com/about_us/index.cfm

Actually, I think Danaher kept MATCO, the name at least. I'm pretty sure the tools are made in Apex factories for Danaher.

Note, Matco is not one of the brands listed on Apex's brand page:
http://www.apextoolgroup.com/brands/index.cfm

And, the bottom of the MATCO home page says:

2012 Matco Tools, A Division of Danaher Corp. All Rights Reserved

 

[Stee6043]

Apex is still 50% owned by Danaher. Matco 100%. Matco is not produced by Apex. And it's not widely advertised that Apex makes craftsman. But they sure do.

 

[Kyle86]

WOW! I just posted a similar rant on my new craftsman wrench set and did not even see this post. I have not posted pictures yet because I am out of town but will post them in 3-4 days when I get back home.

Here is a link to the thread I just created about 30 minutes ago.
http://www.garagejournal.com/forum/showthread.php?t=157558

 

[cj7365]

all I can say is WOW

 

[allinon72]

There aren't Chinese Craftsman sockets. At least, not yet. They're all still USA made, except the spline and impact sockets.

Been to Sears lately? There most certainly are Chinese sockets.

 

[SMKS]

Been to Sears lately? There most certainly are Chinese sockets.

Have YOU been to Sears lately? Because there aren't Chinese chrome sockets that I've seen or I've seen anyone post pictures of. I would encourage you to find some threads showing Chinese sockets. If there are some, I'd like to know about them.

I think you misread a post by someone on here.

When the Sears stores clearanced out the old sockets at my local store, they replaced them with more USA made sockets in updated packaging.

I even snapped some pics and posted them in this thread:
http://garagejournal.com/forum/showthread.php?t=153940

The socket accessories are now made in China, though.

 

[wantedabiggergarage]

Years ago, I ordered the impact set (95 piece if I remember correctly), and I received two of one socket and was missing the 3/8" wobble. I called the number that was on the ORDER FORM as it said for problems, etc. I wished I had called the other number. Anyhow, what they tried to do, was they sent UPS to pickup the set, as they listed it with UPS as UPS damaged in shipping (which I told UPS was a flat out lie). It is too bad they don't get all their numbers on the same page, I wonder how much extra because they falsely pass the blame on.

 

[Harley94]

I was just at sears and there is chrome China sockets hanging on the rack. It's printed vertically above the bar code in small printing. Made in China.

 

[SMKS]

I was just at sears and there is chrome China sockets hanging on the rack. It's printed vertically above the bar code in small printing. Made in China.

Did you take any pics?

Were these Evolve sockets?

Are you sure just the packaging wasn't made in China?

 

[JimVonBaden]

Did you read the sheet in the box? It has a specific number to call to get missing/bad sockets replaced.

I'm not criticizing you, but there have been multiple posts like this because people didn't read the sheet in the box.



.

The reason for posts like these is stated in the OP's post. Wrong and missing sockets and pealing chrome.

That the OP missed the correct number is not why this post happened.

At any rate, Craftsman socket quality has been **** for years. I purchased a set in 2005 that had the same issues. Fortunately I got it at the store, and they fixed it with sockets off the shelf.

Jim

 

[BrokewrenchLS1]

Did you take any pics?

Were these Evolve sockets?

Are you sure just the packaging wasn't made in China?

I picked up two new-stock loose chrome sockets last night, and both are US-made, printed on the little plastic hanger and stamped on the sockets. The store got them in no longer than 2 weeks ago, so I'm reasonably sure they're new manufacture.

 

[Harley94]

Did you take any pics?

Were these Evolve sockets?

Are you sure just the packaging wasn't made in China?

They were the metric I think, and were hanging from the individual plastic hangers they put in them. I did see some other Craftsman tools there that had Taiwan on them also. I'm sure you can still get quite a few USA tools there, but you can't just get one off the rack and go home now. You have to read the small print first.

 

[SMKS]

They were the metric I think, and were hanging from the individual plastic hangers they put in them. I did see some other Craftsman tools there that had Taiwan on them also. I'm sure you can still get quite a few USA tools there, but you can't just get one off the rack and go home now. You have to read the small print first.

They were probably socket accessories. Extensions, swivels etc. are now Chinese, but no one has shown evidence of Chinese chrome sockets as of yet.

 

[angzt]

I'll never buy another Crapsman tool ever again. I've been slowly phasing all their **** out of my box over the past few years. Sold the majority of it on eBay or to new up and comers at work. Then just bought the Snapon variation.

 

[hldtyt]

Guys this was not and is not about who made the sockets. It was however to show a complete breakdown in quality control. Im not pointing fingers, but the Craftsman name is all over the product. They should ensure that a reliable and accurate system is in place to assure both complete and accurate orders are filled and that the coating systems is also proper. Peeling chromes is clearly a lack of preparation. As a consumer I'm not interested in excuses, just a great product with a reasonable price. I am willing to pay more for the made in the USA stamp, but only if the made in the USA is worth it.

 

[mikefromme]

Guys this was not and is not about who made the sockets. It was however to show a complete breakdown in quality control. Im not pointing fingers, but the Craftsman name is all over the product. They should ensure that a reliable and accurate system is in place to assure both complete and accurate orders are filled and that the coating systems is also proper. Peeling chromes is clearly a lack of preparation. As a consumer I'm not interested in excuses, just a great product with a reasonable price. I am willing to pay more for the made in the USA stamp, but only if the made in the USA is worth it.

Couldn't agree with you more.

And you would think someone at ANY customer service number should be able to direct you to the person able to resolve your problem. It's not like you are the first person to be shorted sockets in a set.

In my case customer service at sears was rude, unresponsive or totally unable to help. We all make mistakes but it's how you respond afterwards that matters.

 

[Isaac-1]

Not exactly socket related, but I bought a Craftsman (B&S relabel) Pressure Washer a few weeks ago from the local small town Sears appliance store (independant dealership), the price was right, it was last years deluxe model on clearance, original price $450 marked down to $190. Brought it home and went to use it for the first time today, put gasoline in the tank and it ran right out the bottom, took it back to Sears, they did not have another of the same model, but did have the base version of the same unit still in a box so exchanged out the main unit (different color, but otherwise the same engine and pump) and let me keep all the extra accessories that came with the deluxe unit. In the process we noticed the "new" one was missing part of its pickup tubing, so had to take it off the one I had just returned. So out of a random sample of 2 pressure washers we had one with a hole in the fuel tank, and one missing a part out of the box. The one good thing I can say is that happily exchanged it so I would have a working pressure washer to wash my deck and porch tomorrow, they could have said we will send it off and have the tank replaced, it will be back in 2-3 weeks.

 

[dsmnickk90]

I got a 371pc set in 06 and it was missing one socket out of the whole set. I went to the sears down the road and told them what happened and they handed me on off the self. The only other problem in the set was that on other socket was marked 13/16 when it was a 3/16. Cant complain about 2 mess ups in a set that large.

 

[NUTTSGT]

Guys this was not and is not about who made the sockets. It was however to show a complete breakdown in quality control. Im not pointing fingers, but the Craftsman name is all over the product. They should ensure that a reliable and accurate system is in place to assure both complete and accurate orders are filled and that the coating systems is also proper. Peeling chromes is clearly a lack of preparation. As a consumer I'm not interested in excuses, just a great product with a reasonable price. I am willing to pay more for the made in the USA stamp, but only if the made in the USA is worth it.

When my parents bought me my first set, 299 pieces, it was missing atleast one socket and had a double of another. I think every set out there has something a missing/double socket.

 

[Roots]

I just wanted to share my experience with Craftsman tools. Clearly things are being outsourced.

You do realize that everything of Craftsman has almost always been outsourced? Craftsman is a brand/label, not a manufacturer.

 

[mikefromme]

You do realize that everything of Craftsman has almost always been outsourced? Craftsman is a brand/label, not a manufacturer.

Your point?

So sears can sell products wit poor quality control backed up by piss poor customer service and we shouldn't complain?