Frustration with Sears

[PSYKO_Inc]

I've got a set of the clear-handled Craftsman screwdrivers that I bought several years ago. Over the years, nearly every one of them has needed to be replaced due to breakage. Last week I brought two in with broken tips, and asked if I could exchange them for the equivalent models from the Professional series, and I would be happy to pay the difference in cost. The salesperson said she couldn't do that. I had her get the department manager, who also said he couldn't do the exchange. In the end, they swapped out my broken ones for the same model, but I was under the impression that Craftsman tools were under a satisfaction guarantee from Sears. If I'm not satisfied with my purchase, what are they going to make things right? It's not like I'm asking for free tools or anything, I'm willing to pay the difference in price, I just want something that's usable and not going to break every third time I try to use it. Has anyone had a similar experience with Sears, and been able to get a fair resolution?

 

[wornoutoldman]

As soon as they exchanged them you should have said "I would like to return these they are not satisfactory" and used the credit towards the pro series.

 

[Toolhorder]

Had the same experience, wouldn't give me a credit or refund. Exchange only for the same ****** tool that kept breaking over and OVER.

 

[stopdroplol]

To play devil's advocate. Is there any store that would do this?

 

[Brew62]

I hate Sears with a passion. I wouldn't set foot in a Sears store. I'm a very non confrontational person, (most of the time) but I almost punched out the 70 year old female tool dept. manager a few years ago. My wife had to calm me down before things got ugly. It's a long story but it still make me mad just thinking about it.

I will still buy used Craftsman tools if they are cheap, but nothing new. I like the older stuff better, especially electric saws and such from the 60's.

I know a guy who buys old broken Craftsman tools at auctions and flea markets and returns them for replacements, that is until they refused to do it anymore and banned him from the store. I'm not sure how they can do that but they did.

 

[Lightfoot]

Did you go in there really expecting that to happen?
I mean, i can see why you wanted to (and i don't blame you), but i can also see why they wouldn't.

 

[gj67stang]

To play devil's advocate. Is there any store that would do this?

Don't Snap-On drivers sometimes accept trade-in tools or toolboxes to "upgrade?" Maybe it depends on the driver. Also, can't you send an old, beat-up 20-something-tooth ratchet to SO and get a nice, shiny Dual 80 in return? That seems like an upgrade to me, and you didn't have to pay for any price difference!

 

[NinetyTwoFifty]

To play devil's advocate. Is there any store that would do this?

Absolutely. I've had similar problems with the raised panel ratchets, and I was upgraded to the thin profile series.

And I just can't figure out why their screwdrivers are such junk. I have noticed that the ones sold in sets are nowhere near as good as the single ones. They have some sort of cheap plating on the shafts, and it corrodes if you so much as breath on it.

 

[boostedgt]

overall i like sears, the only problem i ever had was when i returned a skipping 3/8 ratchet and they gave me a rebuilt one that looked worse than the one i turned in

 

[PSYKO_Inc]

As soon as they exchanged them you should have said "I would like to return these they are not satisfactory" and used the credit towards the pro series.

This was my line of thinking. They're not losing any money, in fact they're probably making money in the deal since they're selling me the more expensive Pro series. They wouldn't let me exchange the new ones though, since I didn't have a receipt...

 

[trout]

This was my line of thinking. They're not losing any money, in fact they're probably making money in the deal since they're selling me the more expensive Pro series. They wouldn't let me exchange the new ones though, since I didn't have a receipt...

The moral police will hate this one but take the new ones, still in their packaging, to another store and ask for store credit.

 

[AZ_Catskinner]

Don't Snap-On drivers sometimes accept trade-in tools or toolboxes to "upgrade?" Maybe it depends on the driver. Also, can't you send an old, beat-up 20-something-tooth ratchet to SO and get a nice, shiny Dual 80 in return? That seems like an upgrade to me, and you didn't have to pay for any price difference!

Snappy has a little different of a business model than Sears does. Currently my SO guy has a little sign in the truck to "Trade your POS wrenches for $50 off a new set".

Snapon guys will sell the used stuff to someone else, Sears just has to eat it.

 

[stopdroplol]

Don't Snap-On drivers sometimes accept trade-in tools or toolboxes to "upgrade?" Maybe it depends on the driver. Also, can't you send an old, beat-up 20-something-tooth ratchet to SO and get a nice, shiny Dual 80 in return? That seems like an upgrade to me, and you didn't have to pay for any price difference!

I'd imagine thats because the item is no longer made. In which case, I would expect something of equal or better value. If this isn't the case, and Snap-on really does let people bump up to the next model then kudos to them, and I'll keep that in mind in the future.

Absolutely. I've had similar problems with the raised panel ratchets, and I was upgraded to the thin profile series.

Did they let you return it and pay the difference? Was there any stock issues? Seems kinda strange. I really wouldn't expect any store, Sears, Walmart, Best Buy, or Snap-on to allow people to return items for the new line or next best thing. I actually tried doing this at HF once just to see if they'd let it slip..nope.

 

[Butters]

If it helps any, I've actually had worse performance from the Professional screwdrivers than my clear handles. Maybe I got a bad batch, but I would personally spend the price difference toward a different brand. Seems like there are lots of good options in screwdrivers, I'm not sure the Craftsman Pros are one of them in my experience.

 

[rsieracki]

i have wondered the same thing... started a similar thread here last summer only mine was deleted as it turned into a ******* match of "moral police" vs comprehenders of the "complete satisfaction" warantee. i took 9 or so of the ****** RWB clear screwdrivers that i got as replacementes a few days earlier back to sears with the hang tag still attached and demanded store credit which i put towards a 5 pc proset. i dont see the difference really, now they only have 5 ****** screwdrivers to warantee over in the future


on a side note the cman pro screwdrivers look identical to the husky drivers at home hepot that cost a ton less

 

[billymade]

The screwdrivers have gone way down hill; the heat treatment seems to be not there or less then it used to be. I've come to the point; where I do not the think the quality is there on any of the Craftsman screwdrivers... even the pro line. There are so many other good brands out there; look elsewhere! (e.g. Snap-On, german brands, whia, wera, witte etc.)
The historical policy for warranty is "same for same"; sometimes people here are able to "upgrade" but this is the exception and not the rule. My manager would do this sometimes for people but it was he who was making a "exception", some times lower level employees will do this but again, it is not policy.

 

[Lhorn]

I also can see why they wouldn't. Might encourge people to get the cheapest tools they have. If they work, fine. If they break, just pay the difference for a better product. It eliminates a person's reason for buying the better product in the first place.

 

[PSYKO_Inc]

I swear these things must be made of pot metal. I think I'm going to try to return the new ones for store credit, or maybe sell them on Ebay...

 

[KCarGuy]

When my Dad decided to tear down the Old leaky Steel Shed behind the garage, I went over there to help him. Good thing too...
I found alot of my old Craftsman tools and some Car parts that had been buried and forgotten about.
Anyway, I walked into Sears with a box of Old Rusty Craftsman tools. At first They were giving me a hard time about them...saying that they looked like they were all left outside to rot, instead of being taking care of. (not too far off).
My response was..."No, they were all in my Dads Craftsman tool Box that leaked".
And I swapped each tool out for a new one.

 

[3 at 8]

FWIW. A few years ago I took a small level in of my fathers in to warrantee. When they gave me the new replacement I said; man this thing seems really cheap from what I am giving you. He said it was the proper replacement from the numbers on it but I could have a better one if I wanted to pay the difference, so I paid like 7-8 bucks more and got a better looking one.

 

[babyman1737]

Where in the craftsman warranty does it say anything about them giving you store credit, money to upgrade tools, or an upgrade to a nicer tool?

"
WARRANTY POLICY
If this Craftsman hand tool ever fails to provide complete satisfaction, it will be repaired or
replaced free of charge

"


Very plain and simple. So now you're frustrated with sears for honoring their warranty policy? You broke your tools, craftsman gave you brand new tools. Then you feel mistreated and want the whole internet to know. Some people these days....

 

[jay50]

i've got a set of the clear-handled craftsman screwdrivers that i bought several years ago. Over the years, nearly every one of them has needed to be replaced due to breakage. Last week i brought two in with broken tips, and asked if i could exchange them for the equivalent models from the professional series, and i would be happy to pay the difference in cost. The salesperson said she couldn't do that. I had her get the department manager, who also said he couldn't do the exchange. In the end, they swapped out my broken ones for the same model, but i was under the impression that craftsman tools were under a satisfaction guarantee from sears. If i'm not satisfied with my purchase, what are they going to make things right? It's not like i'm asking for free tools or anything, i'm willing to pay the difference in price, i just want something that's usable and not going to break every third time i try to use it. Has anyone had a similar experience with sears, and been able to get a fair resolution?

 

[rsanter]

To play devil's advocate. Is there any store that would do this?

I dont see the problem with it...he offered to pay the difference
I have done the same thing several times and they used to do it of you got the right sales person that was willing to take the time
more recently the past couple of years they have refused to do it, thats bad customer service I think.
in fact I have had a few sales people that I asked if I could pay the difference just swap out for the pro screwdrivers

I mean come on, they are making an exchange like they are suposed to and getting a little money from you at the same time....

bob

 

[PSYKO_Inc]

Where in the craftsman warranty does it say anything about them giving you store credit, money to upgrade tools, or an upgrade to a nicer tool?

"
WARRANTY POLICY
If this Craftsman hand tool ever fails to provide complete satisfaction, it will be repaired or
replaced free of charge

"


Very plain and simple. So now you're frustrated with sears for honoring their warranty policy? You broke your tools, craftsman gave you brand new tools. Then you feel mistreated and want the whole internet to know. Some people these days....

No, I feel ripped off that they sold me a junk tool marketed as a quality tool. Get off your high horse.

 

[oilslick]

I hate sears too, after being told just because my mag tray says craftsman its not guaranteed, also the bits for my impact driver are not covered!! I guess if its cheap I should expect that sort of service but honestly harbour freight servicer is better than sears how sad. When I buy a tool that I deend on to make a living it is off a tool truck and they both are great SO and Matco, and when I mail in MAC for breakage they respond quick!!! Bottom line is that Sears really doesnt fit into my tool buying life anymore I am either buying for quality or price and they **** at both!!!!

 

[Toolhorder]

I hate sears too, after being told just because my mag tray says craftsman its not guaranteed, also the bits for my impact driver are not covered!! I guess if its cheap I should expect that sort of service but honestly harbour freight servicer is better than sears how sad. When I buy a tool that I deend on to make a living it is off a tool truck and they both are great SO and Matco, and when I mail in MAC for breakage they respond quick!!! Bottom line is that Sears really doesnt fit into my tool buying life anymore I am either buying for quality or price and they **** at both!!!!

Funny you say that cause my co-worker bought 2-3 magnet trays a couple months ago. The ****** glue they used to glue the magnet to the chrome tray doesn't stay and the magnet falls off when you pull the tray off whatever metal it's stuck to. He took 2 of the 3 back and they warrantied it "just this once" and told him it's not a tool and no guarantee in the future.. WTF? My Matco tray and SO trays seem to stay together for 10+ yrs.

On a side note I'm still pissed off that I live in the capitol of the state which has one of the biggest economy's in the U.S. and I can't walk into a Sears (all 3 or 4 of them in my area) and buy a "Premium ratchet" off the shelf. Why the F would you make a good ratchet and not stock it or market it?

 

[wave180]

My local Sears let me exchanged an SAE wrench set for a metric set.

 

[Jeff]

I doesn't surprise me the Cman screwdrivers ****. They're made by Pratt-Read.

 

[Skin]

No, I feel ripped off that they sold me a junk tool marketed as a quality tool. Get off your high horse.

They're about $1 a driver in the set. What exactly did you think you were buying? Let alone the fact that you had them for SEVEN YEARS. For the record mine are fine but i dont use them to drive screws into oak or anything.

 

[MoToys]

I had the same issue with the mag tray and they said I was sol. Strike one
Took my 1/4 drive raised panel ratchet in, got a refurbished beat up pos as a replacement. Strike two.
Went to exchange stripped Allen key set, stupid associate made me wait while he decided if he was going to replace the individual keys that were bad or just swap the whole set. Finally replaced the set after 20 minutes. Strike three.

I haven't been happy with craftsmen stuff for a long time and their in store service *****. I don't need to get my balls busted just to swap a screwdriver, so what if I used it to pry and not loosen a screw.

 

[TireTracks]

I had the same issue with the mag tray and they said I was sol. Strike one
Took my 1/4 drive raised panel ratchet in, got a refurbished beat up pos as a replacement. Strike two.
Went to exchange stripped Allen key set, stupid associate made me wait while he decided if he was going to replace the individual keys that were bad or just swap the whole set. Finally replaced the set after 20 minutes. Strike three.

I haven't been happy with craftsmen stuff for a long time and their in store service *****. I don't need to get my balls busted just to swap a screwdriver, so what if I used it to pry and not loosen a screw.

My experience was the polar opposite. I walk in, show the guy the messed up socket, he looks at it and then walks over to the wall of them, rings it up and hands it too me with a recipt.

 

[idoitproject]

Whats up with the guys getting crappy ratchet exchanges? Really, you could just say no thanks and come back another time, or better, ask them to rebuild yours. That's what I would do unless my ratchet look as equally crappy as the one they are giving me for a swap. Typical, if they don't have any rebuilt ones ready, they rebuild yours and if they don't have rebuild kits, they give you a new one. Just my experience.

 

[Butters]

Whats up with the guys getting crappy ratchet exchanges?

I took in a Full Polish ratchet and they were going to give me a raised panel. It took some discussion, but they ended up giving me another Full Polish - actually the longer version since they didn't have the standard length in stock. I don't recall the ratchet I turned in having a plastic selector on it like the replacement though. But I left happy - that time.

 

[Toolhorder]

Whats up with the guys getting crappy ratchet exchanges? Really, you could just say no thanks and come back another time, or better, ask them to rebuild yours. That's what I would do unless my ratchet look as equally crappy as the one they are giving me for a swap. Typical, if they don't have any rebuilt ones ready, they rebuild yours and if they don't have rebuild kits, they give you a new one. Just my experience.

It's totally dependent on the manager or worker you deal with. It's typical BS.
My uncle lives on the east coast and owns a repair shop. He's an hour from the nearest Sears so it's a PITA to get there for warranty service on hand tools. When they started this "rebuild exchange ****" to save money they gave him a "rebuilt" ratchet for exchange and he didn't want to take it he wanted a new one. They told him he had to take the rebuilt one. He uses it the next day and the ratchet lets go and he smashes his knuckles open. He takes it back a couple days later and they tell him they'll exchange it with another "rebuilt" ratchet. My uncle shows the guy his hand and tells them to get him a new ratchet or he's suing Sears for the injury from a botched rebuild.
Uncle walked out with his new ratchet. He told me the story so I didn't have the same problem.
So far I've just rebuilt my own and asked for a kit.

 

[dirtrider]

No, I feel ripped off that they sold me a junk tool marketed as a quality tool. Get off your high horse.

I normally side with consumers but I think the OP is unreasonably upset. You knew the warranty agreement when you bought the tool if you did not agree with it you should not have bought the tool and if you didn't know the agreement that is on you. You feel ripped off because Craftsman markets there tools as "quality" and you feel they are not? Again it is your own responsibility to decide whether or not the tool is quality before you buy not Sears, ALL companies try to market their products in the best way possible. It is well known what quality Craftsman generally represents and the price of it's products is usually equal to that. No business that want's to stay afloat has a complete customer satisfaction guarantee for every transaction and Sears is no different it is a give and take between companies catering to the customers experience while at the same time making sure they can continue to do so by watching there bottom line.

 

[GrandmaSideways]

Well craftsman won't honour the tool warranty on their ratchet set cases. Mine fell apart after it fell three feet - luckily my foot broke it's fall.
There is the warranty for hand tools STAMPED ON THE CASE and yet, they ignored it. I let it slide, bought a really cheap mini set for the junkyards and friends places instead for $20, and use the split case halves to organise the tools in my box. Frankly though, I wasn't pleased.

I then cracked a 15/16 socket. I snapped it breaking the headbolts on a cylinder head with my breaker bar. I walked in and it was no problem.

HOWEVER: these sockets were NOT in inventory and I was handed a replacement with no receipt. I wonder how many stores operate like this and frankly, in that case there is no way they can sell you tools at what is, on paper, a substantial loss, even if you're 'upgrading & paying the difference'

Just my $0.02

 

[MaximRecoil]

Again it is your own responsibility to decide whether or not the tool is quality before you buy not Sears

How do you do that?

 

[idoitproject]

How do you do that?

You just did it. By asking. Simply seeking reviews or experiences of others.

I personally like Sears and their tool line. But there are better tops out there, and then there are also **** tools too.

But honestly, tools break, they wear, and they get abused sometimes, non-intended uses. Sears is pretty much the only place that I know of that will take a screw driver under warranty even if its bent 180 degrees.

 

[diesel research]

So how many of the unsatisfied customers have the drive to actually switch brands? Or will they keep returning to the same masochism?

 

[Joe B.]

I find it amusing that everyone on this board hates Craftsman screwdrivers but they are excited about the same company making SK tools. Probably not a fair comparison but I still find it amusing.