rocket1420
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- Jul 25, 2014
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My Craftsman rant to their customer service
- Thread starter rocket1420
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Askme42
Well-known member
You're complaint is more against sears not craftsman. It wasn't a craftsman store you were in.
RatchetMan
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- Sep 23, 2011
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I am sure someone will chime in with a story about how they love their local Sears store but I would have told you to save yourself the trouble and start stocking up on other tool brands. Going into a Sears these days is a waste of time.
i have the same issue happened to me 2 times. one time i waited 40min for a clearance mirror i ordered online, the staffs would clear the pickup so it doesnt count wait time. i was just left there untill i had them called the supervisor. at the end, the offered me a $5 credit i refused it tho.
second time i ordered something online and pick up in store they could not find it again. i waited 20 mins, then i went home i told the staff i would come get it when they find it, i gave the staff my number so he can call me when he finds it. couple days later i didnt get a phone call i went back, the staff talked to manager and i got a better one instead.
second time i ordered something online and pick up in store they could not find it again. i waited 20 mins, then i went home i told the staff i would come get it when they find it, i gave the staff my number so he can call me when he finds it. couple days later i didnt get a phone call i went back, the staff talked to manager and i got a better one instead.
My experience with Sears employees has been steadily declining over the years. I purchased a few items this weekend for pickup in store, but I'll be out of the area for a couple weeks so I decided to call their merchandise pickup desk to ask how long I have to pick them up once they come in. 1st call I let it ring about 20 times with no answer (11am on a Friday). 2nd call I let it ring 30 times with no answer. 3rd call I rang through to customer service, who couldn't answer my question, so they put me through to merchandise pickup...finally they answered! The "gentleman" on the other end (whose mastery of the English language is an insult to our public education system) told me that the amount of time they hold it "depends". I ask what it depends on, and he says "well, that depends". I ask if two weeks is ok, and he says "it depends".
At this point I gave up, I figure if they are too ignorant to even know how long they will hold an item then they are probably too lazy to put it back on the shelf and cancel my order anyway, so I figure it will still be waiting for my pickup two weeks from now (and probably months from now).
At this point I gave up, I figure if they are too ignorant to even know how long they will hold an item then they are probably too lazy to put it back on the shelf and cancel my order anyway, so I figure it will still be waiting for my pickup two weeks from now (and probably months from now).
nieuport17
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- Jun 20, 2014
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- 466
Yea, lifetime warranty wont be there is what my wife keep telling me everytime I go shop there. : )
rslaback
Well-known member
Just a question, did you let the order pickup person know you were going into the main store to purchase additional items and would be back?
woody 73
Well-known member
Edward Lampert (Big Ed) speaking...
Ms. Tesmocker (aka Valerie Perrine) take note file rocket letter under bin number 13; we like those letters so keep them coming.
Ms Tesmocker did we hire any of those children coming over the border to work in rockets local area yet? Must we pay them?
All these rants Ms. Tesmocker what can I do...put another load of dry wood under the pile of burning shareholders maybe we can roast a few more bodies.
Well "Little Rocket" keep those great letters coming because WE CARE.
Sincerely,
Your best friend Big Ed.
Ms. Tesmocker (aka Valerie Perrine) take note file rocket letter under bin number 13; we like those letters so keep them coming.
Ms Tesmocker did we hire any of those children coming over the border to work in rockets local area yet? Must we pay them?
All these rants Ms. Tesmocker what can I do...put another load of dry wood under the pile of burning shareholders maybe we can roast a few more bodies.
Well "Little Rocket" keep those great letters coming because WE CARE.
Sincerely,
Your best friend Big Ed.
sberry
Banned
I agree that Sears is pitiful, the last time I went in for some returns the clerk was great though.
BDT/NWMN
Well-known member
$2.24 socket... Maybe think of that one as a cheap education in the Wild Wacky Wonderland of the current day Sears buy online....GAME
Michael,,, stay away from the Sear's website.... Computer keyboards last a bit longer when you type with nimble fingers, rather than clenched fists:
Michael,,, stay away from the Sear's website.... Computer keyboards last a bit longer when you type with nimble fingers, rather than clenched fists:
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Sears is really bad. I had a rant on here about buying a GearWrench set from Sears. One wrench was defective and I brought it to Sears who would not exchange it for on one the shelf, we only exchange Craftsman he says. Six phone calls and a real runaround I just buy another 10mm.
Then I had already ordered a drawer set for my Sears Craftsman work bench. It arrives with the 12inch drawer dented all over and one slide looking like a horse shoe. I bring the parts back to Sears. The sales guy says is I have one on display you can have that, OK, but he doesn't have one on display and being the senior guy in tools he tells me the Gladiator one is the same as Craftsman, Um No. So then he says go see the guy in parts and repair..I go outside to pick up and speak to this old, crabby guys who yells who sent you here, I tell him the guy in tools, he yells That's his job to order it..I will go talk to him you wait here. So I wait and the old ******* comes back and says go back and see him, he will order it for you. I go back and talk to the same sales guy who lies and says the old crab never talked to him. He then looks at the Sears websight for the part, waste of time nitwit, doesn't give you part numbers. He then takes me to the cash register and starts to make calls, he puts me on the phone with a woman with such a thick Hispanic accent I could only get every third word, end result she says I cannot order the part I have to return her the whole system. I tell her I just need one drawer and one slide, she puts me on with a manager, who says, easy, just bring the parts to my local Sears store and they will order them, I say Lady I am at Sears on their phone!!! She yells and says where is the sales guy, I say I don't know he walked away and I have the whole cash register to myself. He finally returns, takes the phone and talks to this woman. He then hangs up and says, Ok here is the deal,you have to wait 30 days to return it, you see Sears still owns it?. I say it is paid for How the hell does Sears still own it, all I want is a drawer and slide. He says you can't just order parts. I say so, if a year from now something breaks, even though Sears lists parts for sale I cannot buy any.,Your an A%% give me a manager. Now finally after my blood pressure was up and I was ready t go to jail, I get a manager who orders the parts and has them shipped to my house so I never have to step foot in Sears again. Since then I have buying HarborFreight, SK and Duralast like crazy, could have been Craftsman who I have loved since the 80's But I am Through with Sears.
Then I had already ordered a drawer set for my Sears Craftsman work bench. It arrives with the 12inch drawer dented all over and one slide looking like a horse shoe. I bring the parts back to Sears. The sales guy says is I have one on display you can have that, OK, but he doesn't have one on display and being the senior guy in tools he tells me the Gladiator one is the same as Craftsman, Um No. So then he says go see the guy in parts and repair..I go outside to pick up and speak to this old, crabby guys who yells who sent you here, I tell him the guy in tools, he yells That's his job to order it..I will go talk to him you wait here. So I wait and the old ******* comes back and says go back and see him, he will order it for you. I go back and talk to the same sales guy who lies and says the old crab never talked to him. He then looks at the Sears websight for the part, waste of time nitwit, doesn't give you part numbers. He then takes me to the cash register and starts to make calls, he puts me on the phone with a woman with such a thick Hispanic accent I could only get every third word, end result she says I cannot order the part I have to return her the whole system. I tell her I just need one drawer and one slide, she puts me on with a manager, who says, easy, just bring the parts to my local Sears store and they will order them, I say Lady I am at Sears on their phone!!! She yells and says where is the sales guy, I say I don't know he walked away and I have the whole cash register to myself. He finally returns, takes the phone and talks to this woman. He then hangs up and says, Ok here is the deal,you have to wait 30 days to return it, you see Sears still owns it?. I say it is paid for How the hell does Sears still own it, all I want is a drawer and slide. He says you can't just order parts. I say so, if a year from now something breaks, even though Sears lists parts for sale I cannot buy any.,Your an A%% give me a manager. Now finally after my blood pressure was up and I was ready t go to jail, I get a manager who orders the parts and has them shipped to my house so I never have to step foot in Sears again. Since then I have buying HarborFreight, SK and Duralast like crazy, could have been Craftsman who I have loved since the 80's But I am Through with Sears.
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slyonedoofy
Well-known member
When I was a manager at Sears if you came into my store you would have walked out with that socket and been refunded.
No $2.49 socket is worth an unhappy customer.
No $2.49 socket is worth an unhappy customer.
Omg... I never thought id actually hear/see that name again.. I was watching top gear on DVD the other night (American version) and they was ragging on GM for making a neiman markus edition camaro. Wow
I am sitting here thinking that perhaps none of this should be in our tool discussion forum. I mean, it's a topic that comes up every day or certainly every week and it's not really about the tools. I guess it is in that we are trying to buy tools, or in that the quality of the tools isn't what it used to be in some cases, but it's a very toxic discussion in an otherwise very positive forum. So sad.
Yeah, I think there is an incentive in place that is forcing employees everywhere to game the system by clearing orders before they are ready, leaving them with no way of tracking which orders have been fulfilled.
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slyonedoofy
Well-known member
You are more correct than you know.
All stores are ranked against each other. Being a top store might get a manager and assistant manager a bonus for the quarter. The Operations manager is in charge of merchandise pickup. Some of those managers do anything they can to keep their ranking high (cheat big time). The guys at merchandise pickup get no bonuses. They just get to keep their jobs.
I saw a chart that showed 400+ stores had a 100% five minute perfection for an entire quarter of the year out of 815 stores. That meant if you were 99.99% you were ranked below half of the company. That could mean no bonus. Obviously they were clearing orders before people received the item.
The problem is when they clear an order before the guy goes and gets it and they find out it's not there. They they have to do a manual refund otherwise it shows you picked up the item.
Trust me, It's flawed because people do things they shouldn't to look good. And when you don't look good at Sears....GOODBYE.
Welcome to Sears. Life Well Spent.
MN Falcon
Well-known member
Most of my pickup have been good. Last couple the poor guy took an extra minute before coming out with tools because I ordered Craftsman Pro and they sent Industrial so the numbers didn't match.
My most recent negative experience was with a drill press. At work we had a steam pipe break and have been dealing with the loss of a ton of equipment. I finally got around to replacing a couple of shop tools and picked up a 10" Drill press and a bench grinder at Sears. I assembled the drill press to find out that the chuck was rusty. Called the number in the book and talked to several people, none of which would help me. The last person tried to transfer me to parts direct and I got cut off. So I called and of course the guy there says that I can buy one but he cannot warranty mine, he suggested that I call the store. So grabbed the chuck and drove 15 miles to the store where I caught a manager. They had no more Drill presses on the floor so he said he would order it for me. A couple weeks go by and I hear nothing so I call the store, and talk to someone else because the manager wasn't there. She tried looking it up and couldn't find an order so she said she would talk to the manager and get back to me. A week later she called back and said he didn't get the order in but it is now in.
A couple times over the next month I called and still no chuck. It finally came a little over 2 months after I purchased the Drill Press. So I asked if they would extend the warranty for another 2 months since I have been unable to use it and it only come with a 1 year warranty. No go. They did nothing to rectify the issue that I was without the drill press for 2 whole months with projects building up.
My most recent negative experience was with a drill press. At work we had a steam pipe break and have been dealing with the loss of a ton of equipment. I finally got around to replacing a couple of shop tools and picked up a 10" Drill press and a bench grinder at Sears. I assembled the drill press to find out that the chuck was rusty. Called the number in the book and talked to several people, none of which would help me. The last person tried to transfer me to parts direct and I got cut off. So I called and of course the guy there says that I can buy one but he cannot warranty mine, he suggested that I call the store. So grabbed the chuck and drove 15 miles to the store where I caught a manager. They had no more Drill presses on the floor so he said he would order it for me. A couple weeks go by and I hear nothing so I call the store, and talk to someone else because the manager wasn't there. She tried looking it up and couldn't find an order so she said she would talk to the manager and get back to me. A week later she called back and said he didn't get the order in but it is now in.
A couple times over the next month I called and still no chuck. It finally came a little over 2 months after I purchased the Drill Press. So I asked if they would extend the warranty for another 2 months since I have been unable to use it and it only come with a 1 year warranty. No go. They did nothing to rectify the issue that I was without the drill press for 2 whole months with projects building up.
kenburkholz
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- Sep 27, 2013
- Messages
- 241
I was an industrial maintenance mechanic for many years, l loved that job, I was getting paid to do what I loved to do, and the company was buying all the parts and material. All of my tools were Craftsman,and all U.S. made. I won't buy any more tools from Sears, but I will never sell the tools that I have. At home I have Snap On, and all my "better" tools. If your tools feel good to you and perform well, stay with them. Ken.