Sears and Craftsman Want Your Feedback!!!

[Stuey]

As mentioned over at ToolGuyd (http://toolguyd.com/what-do-you-think-about-craftsman-and-sears/), I spoke to someone who took on a new leadership role at Sears. He's looking for feedback on Sears and Craftsman, with respect to tools.

I didn't ask what's in his power, or what he plans to do. But he asked for feedback and for my perception about the company and its top tool brand, and so that's what I did.

I'm sleep deprived and utterly exhausted, but I managed to air out several years of my frustrations - hopefully coherently - as well as a few positive comments about both Sears and Craftsman.

I have very many grievances with the companies, and don't expect for all of them to be addressed or remedied. But hey, it's worth a shot.

If you've got something to say about Sears and/or Craftsman, tool-related, now's the time.

YOU WILL BE HEARD, at least I believe you will.

Please be polite and civil so that your feedback and requests are read and taken to heart.

I'm going to point him to this thread, so leave your comments/complaints/feedback/praise/requests/etc. here or there.

 

[rapid robert]

Bottom line a great USA brand which I had always been proud to own went to Chinese production and the quality now stinks....I exchanged a locked up v series rp ratchet for a Chinese version that was so bad that part of the c in craftsman was missing because the lettering was so crooked.

Please don't kill this USA brand through bad decisions and quality...

 

[AceofSpad3s]

The first of my many complaints has to be this. GET RID OF THE RAISED PANEL RATCHET DESIGN, take anything related to that and just burn them in a pit of molten steel. Those ratchets are literally the worse tool I have ever used, they never work right, even old usa ones. Absolutely the most frustrating tool I have ever owned.

 

[Caman]

I'm not good at placing my thoughts in print all the time so will just leave one thing here....

USA! USA! USA!

 

[arz71]

Quality over Quantity

Made in USA

The country is awash in China made junk.

 

[brtsvg]

I've had high respect for Craftsman tools and always thought they were good quality tools. However, after buying many Craftsman tools over the years I will no longer buy any tools from Sears as long as they are made in China. End of story.

 

[d.mcfarland]

Gimmicks aren't tools and won't keep real mechanics and the DIY coming back for more.

Focus on fundamental tools and continual improvement will result is bottom line profits.

 

[Two Door]

Day late and a dollar short. The day for making craftsman a viable brand left the barn a long time ago.

 

[ss454]

keep making china junk and you will never get another dollar from me

 

[CJM8515]

Day late and a dollar short. The day for making craftsman a viable brand left the barn a long time ago.

Yep. Way to late now.

 

[geologist]

Go back to making the sockets and wrenches in the USA. That was your main selling point.

 

[Askme42]

I assume it's too late now but here it goes. The signs praising American pride in the tool section piss me off. Don't sell that to me when it's all Chinese junk.

Quit trying to live off the craftsman name from decades ago. Most who actually use their tools caught on years ago that there are better products for less money out there.

Basically an American made gearwrench level quality tool line. Stop with things like the Mach ratchet. Give me practical things like a quality long handle and flex head ratchets.

Most of all if your research clearly shows in the past you've taken craftsman in the wrong direction admit it. Tell America you are sorry and you want to be their tool brand again.

 

[arz71]

Kmart owns Sears correct?

I don't see this gaining any traction.

 

[340wedge]

Customer Service is horrible. Trying to find a replacement part from the local Sears, and trying to just swap a GearWrench product they sell that had a manufacturing defect was also impossible. My whole garage, cabinets, etc. is Craftsman, I now go to HF.

 

[devoncoolman]

That horse left the stable a long time ago now. They drug the craftsman name through the mud so much its a day late and a dollar short now. Craftsman went from a mediocer home owner grade tool to complete junk. Probably high hopes that anything here will be read by anybody at sears.

 

[thesilverone]

I will never buy a chinese made craftsman tool. Also, bring back the round head fine tooth ratchets

 

[Zeke]

Day late and a dollar short. The day for making craftsman a viable brand left the barn a long time ago.

More than a day late, don't you think? It's next to impossible to reverse pubic opinion. The only way I've seen it done if for the company to cease manufacturing and selling an line and then bring it back 15 or more years later with lots of pomp and circumstance all backed up with incredible (in the literal sense) quality and CS. And the only company I can think of that could pull that off in 15 years from now is Amazon.

 

[arz71]

I would like to take all of the Craftsman I own and get a refund. (most are OLD)

Then buy REAL tools like Proto/MAC/Snap-On/SK (add to the rest of my tools)

 

[SantaAna12]

So for years Sears has been lowering the quality and living off of its past reputation.
That option is fading fast.
Now Sears wants the opinion of the customers it fed off of.

Not interested.

Walk the walk for five years or so.........maybe then.

 

[goldie lox]

honestly i dont care where craftsmans are made. yes the usa would be nice but mainly just make a good quality tool. one that doenst have the chrome chip after a couple uses, ones that wont start rust pitting after couple months, complete sets nothing worse than skipping sizes. i did like craftsmans tools years ago. was nice when i needed something on a weekend i could just run over to the store and pick up the piece or return the broken piece and not have to wait till the box truck showed up couple days later.

 

[90zcar]

I would like to take all of the Craftsman I own and get a refund. (most are OLD)

Then buy REAL tools like Proto/MAC/Snap-On/SK (add to the rest of my tools)

MAC Isn't any better....well not these days atleast


Sent from my iPhone using Tapatalk

 

[Tellingthem]

I would say bring back the professional line. Keep it USA and make sure its more than just a label. As in a quality tool for a decent price. I don't mind the import tools because I realize you have to compete with the tools from lowes, home depot, harbor freight, etc. And I'm guessing that a large percentage of the population doesn't care about USA tools only the lower price points imports offer. Doesn't even have to be a full line but a nice selection of USA made tools for the people that are looking for that. Also make some USA locking pliers...

one more thing. If that isn't an option maybe carry someone like SK tools instead. Since you carry Dewalt, Gearwrench, and other brands now. Having a place available to buy them in person and handle warranty claims would be awesome.

 

[balrog]

"Craftsman hand tools are guaranteed forever. If any Craftsman hand tool ever fails to give complete satisfaction, return it to Sears for free repair or replacement."

I've had to replace some Craftsman tools and in the 80s and 90s I was accustomed to prompt professional attention by walking in with a broken tool and walking out with a brand new replacement.

Over time however, the method of replacement morphed into a inconsistent set of warranty rules at my local stores depending on the staff working a particular shift.

There was a sign posted at one store stating a daily limit of the number of tools that would be covered under warranty. That one never applied to me since I would only bring in one or two pieces to exchange.

I've had a sales clerk letting me know he was doing me a favor by "bending the rules" because they normally don't warranty tools used by professionals; that one I found amusing since I'm not a auto mechanic.

I had a need of a ratchet repair kit for my USA made in the 80s tool and instead told my option was a beat to heck made offshore Craftsman ratchet that looked like the previous owner used it as a hammer rather than to remove fasteners. I hung on to my broken ratchet and had success getting a kit on another visit to the store.

Lately on occasion, I would be offered a brand new replacement which was greatly appreciated. I have read the warranty and Sears is within their rights to handle the situation as they see fit; but please make it consistent.

And please, hire sales associates that care.

 

[btbsandman]

Have a small sliver of the Craftsman Pro or Craftsman Industrial for purchase in your stores. I understand that you need to compete with a foreign COO. However give me a chance to buy Craftsman USA in person.

 

[Fustican]

To the Sears guy:

Craftsman represented an important category of tool: solid quality, accessible, affordable, and made by Americans. There's still money to be made here. Whoever makes it may have to forgo ever-increasing market share, but their customers will be loyal.

The "Forever" warranty means nothing when people realize that the replacements will be junk compared to the original tool.

I don't know what happens to Sears or Craftsman, or what can save you, but I do know what happens when companies sacrifice quality to cut costs. You have to circle the wagons and think long term. Close half your stores, refurbish the rest. Go back to being primarily mail-order, this time online. Bring back the quality. Bring back the made in USA.

Good luck.

 

[Farmall450]

The first of my many complaints has to be this. GET RID OF THE RAISED PANEL RATCHET DESIGN, take anything related to that and just burn them in a pit of molten steel. Those ratchets are literally the worse tool I have ever used, they never work right, even old usa ones. Absolutely the most frustrating tool I have ever owned.

This is a bit extreme. If you can't figure out how to use a RP ratchet, you may have a few problems.

My List:

1) Come back to the US of A
2) Bring back the Pro line and stock it in store

 

[n8n]

Give up on trying to keep the same prices as you had 20 years ago and dropping quality to stay there. I'd rather see something closer in price and quality to, say, SK or Gearwrench than Harbor Freight. HF already has the bargain basement market sewn up, don't try to compete with them. If you must offshore stay away from China, unless you're prepared to prove that your tools don't ****. Keep the open stock stocked; this is where you kick HF's **** but all my local stores are shrinking the open stock sections, so what if I need, say, a 20mm socket or something odd like that in a hurry? I'll probably have better luck at Advance. Carrying Knipex is brilliant, but how does that fit in with the rest of the offerings? You've got a pro line of pliers sharing rack space with HF quality wrenches and sockets. +1 on ditching the raised panels, they sucked even when the rest of Cman's tools were decent. Maybe just give up and start carrying XP120s or Armstrong? Start carrying ratchet kits again instead of making us trade in our handed down tools. And never, never decrease quality, ever, otherwise people won't care a bit about your lifetime warranty, because what good is it if I can't exchange a tool for one that is at least as good as the old one? Just a few thoughts off the top of my head, I'll have more I'm sure but that's a start.

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[Jay66]

craftsman made a mistake...they thought they could still offer a quality product for less money by going to cheaper manufacturers and still offer a lifetime warranty.....The math did not work out and they are losing money..... The only thing that will save them is to charge more money like snapon mac and other
tool brands where failure is built in to the price

 

[thegroundpounder99]

Consumers are smarter then what you think. I'd think most on here wouldn't think twice of paying a little more for higher quality. Years ago when I first started wrenching I had 90% Craftsman, it didn't have the fancy finish but it could keep up and get the job done. Not anymore. The quality is gone. The Craftsman name is not worth the extra $ over say HF, Lowe's etc cause they're all the same. Consumers aren't going to spend more for the same quality. Also when you don't warranty tools that are "professionally" used, what does that say? There's such a huge gap between low and high quality tools that something in the middle would be great. I'm not saying SO quality, but bring back a product somebody is proud to own and can take some punishment. And some sort of customer service would be great too.

 

[mrvm]

IMO the clear separation that used to exist (1980-90's) between the USA Craftsman and the Evolv line of hand tools was a good idea to compete with the low-end imported (MIC) tools that were sold by competitors like Lowes, HD, HF, etc. Today's imported (MIC) Craftman hand tools are rapidly tarnishing the Craftsman brand. The few shining stars left of the Craftsman Professional tools are the rebranded Knipex Cobras or Klein wire strippers. Nothing wrong with rebranding high quality tools like Craftsman has done since day one. Craftsman has lost the high-end and the low-end hand tool market. Please take a walk into ANY Harbor Freight tool store on ANY given day and you will see high business VOLUME and SALES of low-end (MIC), low price tools that have actually stepped up their game. IMO it's not exactly too late to turn this ship around. Hook up with some informative websites like the "Garage Journal" and LISTEN to what is happening. IMO the Craftsman brand still has some residual value left.

Sears/Craftsman Rep...take a peek at these pics. These are not exactly vintage but they are still from the good old days. Too pretty to be used but proud to display what Craftsman used to mean to me.

 

[1950mercury]

It's nice to dream but I'm sure who ever this person is doesn't have the power do much....if I want low priced tools is rather go to hf and deal with the horrible smell of the store than go to Sears.

Esp When nowadays hf tools are a lot better than craftsman.

 

[Bagherra]

I went to Sears a few years ago, was about to get a wrench set and I noticed that wrenches were rusting!!

Everybody knocks China made stuff but there are sooo many products made in China.. It all depends on Quality Control. I'm not a fan of Chinese stuff but it is what it is. Hell iPhones, smartphones, our flat screen TV's are made there.

I'm a sportbike rider and my $500 AlpineStars jackets (HQ'ed in Italy) is made in China. I've seen those $100 eBay specials and the stitching was off, the leather (if that's what they call it) was thin and cheap too. It was made in China.

If a company is willing to spend the extra to demand the QC that justifies the price, who cares where it's made.

BTW, I've never bought another CF tool ever seeing that rust. Cuz like what was said before, I can find better for my $$$.


just my .02

 

[thetool]

I used to go to sears all the time to look and buy tools, have not been there in over a year.

I do chucle at the thought of some idiot working on his car with a 3 pound lobster claw wrench LOL

 

[Jay66]

Its not just their hand tools its everything they make from snowblowers, lawnmowers and power tools......when I was young the name meant quality and now not so much....

 

[JAKE-THE-TOOL-MAN]

MAC Isn't any better....well not these days atleast


Sent from my iPhone using Tapatalk

I agree for the most part but I still think they make the best sockets personally (the USA ones).

In regards to Sears and Craftsman, all I can say is since production moved to China, my interest in purchasing Craftsman is very limited. I mainly find myself buying rebadged Craftsman tools that are made in the USA.

 

[sonvolt]

Bring back the professional line and the Craftsman USA line. We all grew up with the Craftsman brand as a quality tool that a father would hand down to their son. Keep the Evolv line to compete with Lowe's and Home Depot lines.

 

[hotsho111]

Like others have said, comparing some of the old USA stuff and new China stuff in store I've pretty much moved on from even looking at Craftsman tools.

Occasionally I'll try and find some new old stock but every time I used to go to the store I'd take a look at the tools but now I don't really bother.

There are already several odd and end things (like socket caps) that I would buy if they were still USA made

 

[franzdom]

Have them make the stores really nice with lots of well paid employees and lots of American made tools. Revamp them and invite lots and lots of customers. Let's face it, this is very unlikely. More likely is a Radio Shack type scenario.

 

[Exeter]

I gave up a long time ago on getting a proper warranty replacement at Sears. I don't want a chinese made tool that doesn't look like it would last 6 months as a replacement for a USA made tool that has lasted me 10 or 15 years. What's more is the dumbfounded looks you get from the sales person that knows very little about tools when you tell them that you don't believe chinese made is an appropriate replacement for a USA made tool.

I feel like Sears reneged on their lifetime warranty promise. You get less in return than you had when you take a tool in for warranty replacement in most cases today.

Also, online web sales needs to be fixed. I've purchased several products in the last year based on the pictures on the website showing "U.S.A" on the tool only to get a chinese made version delivered. Example: Craftsman 42404. It's lazy retailing at the least. And bait and switch fraud at the other end. Frankly, I'm surprised an AG in a manufacturing state hasn't sued Sears over this yet. If you're going to make tools in China, then own it by listing the COO in the item description so customers know what they are buying. Use separate tool #'s for USA vs chinese made-don't sell both chinese made and american made tools under the same tool # and charge the same price. I don't know of a single person that would think they got a fair deal if they paid the same price for a chinese tool as someone else paid for the same tool that's USA made. Regardless of marketing hype that says "the products are the same", or "we ensure the same quality", etc. If you check the reviews on a lot of the wrenches on the Sears website, you'll see that some buyers get the USA product and those that get the chinese made are pissed.

I showed my 12 YO daughter a chinese made Standard Reversible Ratcheting Wrench that I had ordered (and had yet to return) AND the USA made version that I had purchased on ebay. She knows nothing about tools. I asked her to tell me the difference between the 2. She immediately picked up on a couple differences. The color & quality of the chrome and the width of the wrench on the ratcheting end. She saw the "U.S.A." on the one and asked where the other one is made. Point being, if a 12 YO can see differences, you can be sure that those that know tools do too.

 

[AceofSpad3s]

This is a bit extreme. If you can't figure out how to use a RP ratchet, you may have a few problems.

My List:

1) Come back to the US of A
2) Bring back the Pro line and stock it in store

I know how to use a ratchet, the problem is that the raised panels selector switch slips every couple of swings and causes pawl to not engage. Never fails to happen, and this is a V series usa that is not worn, even my cheapest great neck pos ratchet works better than the RP.