Sears can be so stupid sometimes

[NinetyTwoFifty]

So back in February I had to return a 3/8 drive breaker bar to my local Sears, they didn't have one in stock so they just took my name and address to have one shipped to me. No big deal, this has happened before. It usually takes 3 weeks to get my replacement tool.

Well, at the end of March it still had not come in. I went to the store and the lady I had dealt with took my info again, and said she would get the ball rolling.

Well, by the end of April it STILL had not come in. So again I went to the store and another lady waited on me. I told her what was going on, after I told her I've been waiting two months and she advised me to wait longer.

So I emailed Sears corporate. I didn't hear from them for a few days, and then I got an email from the local store saying that my two (?) packages have been sitting under the counter for A MONTH. OK, fine. At least I finally get my breaker bar, right? WRONG! When I got my packages to the car I opened the first one, and it was a 3/8 locking extension. The second contained a raised panel flex ratchet.

So I got home and tracked the packages, and they were delivered March 17! So they had been sitting for TWO months.

So, three months later I still don't have my breaker bar. So I did what any sane person would do. I ordered a Wright off ebay.

OK, rant over.

 

[Buckgnarly]

Sell the ratchet for a profit and buy a new breaker....

Which ratchet was it? the 3/8?

 

[NinetyTwoFifty]

Yeah, 3/8 drive.

I already sold it, actually. To my father!

 

[Toolhorder]

Snap On come once a week....

 

[Buckgnarly]

Snap On come once a week....

And massive amounts of $$$$$ leaves with it................


On a serious note, I've had Sears send me mutiples once for a warranty item. Sears can be few and far between up here, so the local "Hometown" Sears will send in your claim over the computer, then the tool is sent to your door. I've had good luck with that, but like I said I've had them mess up and send doubles. I'm not too sure they feed enough to the monkeys that run their website/internet warranty stuff.

 

[billymade]

Call the Sears Customer Relations Hotline; the issue should be resolved pronto.... call and talk to a human, best way to get things resolved.

http://www.sears.com/shc/s/nb_10153_12605_NB_CSshipping

or contact the tool guys @ Sears corporate:
# Larry Costello
Sears Holdings Corp.
(847) 286-9036
[email protected]
# Dan Skinner
Zeno Group for Craftsman
(312) 396-9706
[email protected]

 

[MoToys]

I understand what you mean.
It felt like pulling teeth to order a small craftsman side box.

 

[diesel research]

Snap On come once a week....

But they don't have any good breaker bars....nor does sears.

 

[rsanter]

over half the time I go to get an exchange tool and they dont have it and order it for me it dosent show up. I have to go back in and complain and they make a call about it. a week or so later I will get one

bob

 

[chevy_cowboy]

I haven't had good luck with the mail in tool exchange. We've got a tiny sears store that doesn't stock individual tools at all, so anytime you try to exchange a broken tool there they want to mail it off... more times than not you'll never get a replacement tool and now you don't even have the broken one. I usually just drive 40 miles to the nearest large sears store every few months and exchange whatever I need there.

 

[illmatyk]

Call the Sears Customer Relations Hotline; the issue should be resolved pronto.... call and talk to a human, best way to get things resolved.

http://www.sears.com/shc/s/nb_10153_12605_NB_CSshipping

or contact the tool guys @ Sears corporate:
# Larry Costello
Sears Holdings Corp.
(847) 286-9036
[email protected]
# Dan Skinner
Zeno Group for Craftsman
(312) 396-9706
[email protected]

That doesn't work over there from my experience with them. I've called 5+ times and I still haven't gotten any form of billing for my Sears card! The last time I called them, the lady that was trying to help me could even barely speak English.

 

[chewy7]

I had good luck with the mail in tool exchange. Took in a 1/2" sliding breaker bar and i got it a week or 2 later delivered at my house

 

[Justanoldguy]

So, is Sears "Stupid"?

OR

Just the women who work there who probably ordered the
wrong bits and then never even noticed that they had arrived ...

 

[diesel research]

So, is Sears "Stupid"?

OR

Just the women who work there who probably ordered the
wrong bits and then never even noticed that they had arrived ...

Who hired/trained/allowed continued employment of said CSR? Who implemented and enforced an "efficient" tracking system for such a issue?

 

[Stuey]

To be honest, I've found that the only real way to get a quick and positive resolution from Sears is to file a BBB complaint.


This is the email address of the group that handles BBB complaints:

[email protected]

Might be worth contacting them.

 

[SearsCares]

NinetyTwoFifty,

I'm very sorry to hear that Sears had failed to notify you that your tools were waiting for you for over 3 months. Also, to have the wrong tools arrive, I can understand your frustration. My name is Brian H. with Sears Cares and I would like to help. I would like to get you in touch with one of our personal case managers who will assist you in getting any concerns you have with Sears resolved. At your convenience please contact our office via email at [email protected]. Please provide us a contact number and we will call you at your convenience. In addition, include your screen name (NinetyTwoFifty) in the email so we can reference to your case. Again, I'm sorry for any trouble we have caused but we do appreciate any opportunity to help.

Thank you,

Brian H.
Social Media Moderator
Sears Social Media Support

 

[NinetyTwoFifty]

OK, fair enough. Email sent!

 

[fflintstone]

Never had a problem with something returned at a store, but I had an issue with something shorted from a catalog order

 

[billymade]

Cool! Sounds like someone is on the case! Keep us updated and what the resolution process was.... so people in the future can benefit from your experience!

 

[onewaydave]

So, is Sears "Stupid"?

OR

Just the women who work there who probably ordered the
wrong bits and then never even noticed that they had arrived ...

My vote. My local Sears has a 20 something female that works there. I'm about 60 and I would go out of my way to shop when she is there. No not that. She is bright, helpful and knows Sears tools and inventory better than the department manager.

Dave.

 

[wantedabiggergarage]

I took back a tool a while back. The store had been out of it for some time, so I finally asked them to do the catalog warranty swap. They did, and the person we (cashier and myself), both spoke to, was VERY hard to understand (take the typical Indian accent, you here on Tv, and lots of candy in the mouth). After a while, I sent Sears an Email, since no tracking or other information showed up in my account. They (corporate), sent the local Sears a nastygram (why, he couldn't understand her any easier, 5 repeats each).
It got straightened out, but the last few years, I have seen Sears go WAY down. (they seem more concerned with the financing/credit card department, then sales)

Hope you have better luck.

 

[NinetyTwoFifty]

Okay, I'm starting to think that "SearsCares" equals "SearsDoesn'tCare".

They still haven't gotten back with me, after I sent them an email explaining what happened they asked what was done to resolve the issue since the wrong tools were sent to me. I told them that nothing has been done.

For now I'm giving them the benefit of the doubt because of Memorial Day weekend. We'll see what happens.

 

[billymade]

Talk to a human; I think it is better that way... contact vp's of the tool division or call customer relations hotline... they should contact your local stores manager.... put some fire under their..... and get things resolved! Good luck!

 

[NinetyTwoFifty]

Talk to a human; I think it is better that way... contact vp's of the tool division or call customer relations hotline... they should contact your local stores manager.... put some fire under their..... and get things resolved! Good luck!

Thanks, you're probably right. I'll give it until Monday and then try that.

 

[billymade]

Whenever corporate gets a complaint; it is forwarded to the store manager (if a specific store related issue) ... their bonuses, point standings in the region, nation and their salaries are on the line... our manager really hopped to when they got those calls! They told us about the problem if it related to us and got the thing handled pronto! They also may just send it directly to you; many times the store manager will call you @ home and resolve it that way if the store can handle the complaint!

 

[GoBlue]

Man...i would love to blast them...but i have never had a single problem with Sears customer service...from the sounds of it...hope i never do!

 

[NinetyTwoFifty]

Man...i would love to blast them...but i have never had a single problem with Sears customer service...from the sounds of it...hope i never do!

You're a lucky man.

 

[NinetyTwoFifty]

Update: Called twice, the person I was supposed to talk to was not available either time.

Will try again.

 

[fireguy]

NinetyTwoFifty,

Im very sorry to hear that Sears had failed to notify you that your tools were waiting for you for over 3 months. Also, to have the wrong tools arrive, I can understand your frustration. My name is Brian H. with Sears Cares and I would like to help. I would like to get you in touch with one of our personal case managers who will assist you in getting any concerns you have with Sears resolved. At your convenience please contact our office via email at [email protected]. Please provide us a contact number and we will call you at your convenience.
Thank you,

Brian H.
Social Media Moderator
Sears Social Media Support

I have one of their rebranded Devilbiss compressors that is on a recall. Seems they catch fire sometimes. I have gotten absollutly no help from Sears in resolving my stiuation. I sent [email protected] an e-mail. But I have no hope of any help. Most all companies figure it is not cost effective to follow-upon any problems, it is easier to ignore the problem. By hte way, so far this year, I have sold 8 compressors. But even 8 compressors is nothing compared to how many compressors Sears sells in a year.

 

[porphyre]

I have one of their rebranded Devilbiss compressors that is on a recall. Seems they catch fire sometimes. I have gotten absollutly no help from Sears in resolving my stiuation. I sent [email protected] an e-mail. But I have no hope of any help. Most all companies figure it is not cost effective to follow-upon any problems, it is easier to ignore the problem. By hte way, so far this year, I have sold 8 compressors. But even 8 compressors is nothing compared to how many compressors Sears sells in a year.

You sent an email to Sears Holding Company? Why? What happened when you called the Sears Recall Hotline as directed?


Consumer Contact: For additional information, consumers with DeVilbiss, Porter-Cable, Husky and Delta compressors should contact DeVilbiss toll-free at (866) 220-5627 between 8 a.m. and 5 p.m. ET, Monday through Friday, or visit the firm's website at www.porter-cable.com or www.devap.com (pdf). Consumers with Craftsman-brand compressors should call Sears toll-free at (888) 279-8013, Monday through Friday, 7 a.m. to 9 p.m. CT and Saturday, 7 a.m. to 6 p.m. CT, or visit their website at www.sears.com


Sears.com -> Customer Service -> Product Recalls:
http://www.sears.com/shc/s/nb_10153_12605_NB_CSrecalls?adCell=WF



Sure, it's fun to kick a good American company when they're down, especially when you're not having to justify to yourself and everyone else why you're spending $20+ per socket on tools... but damn, dude, take care of your due diligence before jumping on the bandwagon.

 

[NinetyTwoFifty]

I emailed Sears again and asked if there was any way to take care of this via email, and got this response:

"Mr. B,

Thank you for emailing me. I apologize we have not been able to speak with one another directly bit I will be more than happy to assist you. I know you mentioned you was waiting for a tool that you did not receive. I apologize and would like to know if you still need the tool. I would be more than happy to do whatever is necessary to get you the tool if you do not have it. Please call me at 800-573-8431 ext 10601 or respond via email to let me know how I can assist you."

So I guess I have to explain AGAIN what is going on.

 

[billymade]

Ugh, this *****... another case where not actually talking to someone get you anywhere... then again; maybe it wouldn't help either. When I used to do the exchanges at the store; the end game for me was to get the tool ordered through the catalog (if we couldn't handle it at the store) and get them a order #... that way it was confirmed and could be referred to if it didn't show up. Sorry, you are getting the run around.... get to that human that can (hopefully) make it happen for you! Keep us informed on your progress....

 

[NinetyTwoFifty]

Yeah, it's getting pretty frustrating, but maybe it can still be worked out. So far I don't have the confidence to buy another Craftsman tool. But we'll see.

I'll definitely keep you guys updated on this!

 

[crewchief888]

i found out several years ago, if one store doesnt have a replacement tool for warranty, i try another store.
i'm in an area where there are 4 or 5 sears or sears hardware stores within 30 miles.
after i make my rounds to all the stores in the area, and nobody has what i need in stock, i chalk it up as a "lost cause" and replace it with a better quality tool.

 

[NinetyTwoFifty]

OK, another update. This was in my inbox this afternoon.

Mr. B,

I would be more than happy to order the 3/8 drive flex handle breaker bar for you. I would need to get your address so I know where to send it. Again, I apologize for the inconvenience we caused and would like to make this right. Please provide the information requested.

Finally! After all this I finally (hopefully) get my breaker bar.

I still haven't decided if I'm going to buy any more Craftsman tools. It's much less of a hassle to send a broken tool in to Proto or Snap On.

 

[fireguy]

NinetyTwoFifty,

I'm very sorry to hear that Sears had failed to notify you that your tools were waiting for you for over 3 months. Also, to have the wrong tools arrive, I can understand your frustration. My name is Brian H. with Sears Cares and I would like to help. I would like to get you in touch with one of our personal case managers who will assist you in getting any concerns you have with Sears resolved. At your convenience please contact our office via email at [email protected]. Please provide us a contact number and we will call you at your convenience. In addition, include your screen name (NinetyTwoFifty) in the email so we can reference to your case. Again, I'm sorry for any trouble we have caused but we do appreciate any opportunity to help.

Thank you,

Brian H.
Social Media Moderator
Sears Social Media Support

I have a Sears (Devilbiss) compressor that is on recall. I have talked to sears, locally and in Walla Walla, WA, with no results and no call backs. I e-mailed another address posted earlier, and not results. I e-mailed the address above and got a phone call yesterday from "Lisa". She offered me a discount of $100.00 to the purchase of a replacement compressor. Not to bad a deal, beats 2 300 mile round trips to Walla Walla, WA.

This week we had a Grainger compressor fail. This morning I called their 888 number. I got Steve, who seemed to know the product. There is no Campbell Hausfeld repair shop with in 150 miles, so he offered to send the repair parts direct to my shop. He also gave me his e-mail so if there was a problem, I could contact him directly. There is a difference between customer service from Sears and other retail outlets and a commercial company.

 

[porphyre]

I have a Sears (Devilbiss) compressor that is on recall. I have talked to sears, locally and in Walla Walla, WA, with no results and no call backs. I e-mailed another address posted earlier, and not results. I e-mailed the address above and got a phone call yesterday from "Lisa". She offered me a discount of $100.00 to the purchase of a replacement compressor. Not to bad a deal, beats 2 300 mile round trips to Walla Walla, WA.

What happened when you called Sears' Recall Hotline as directed in the recall notice?

 

[W650Mike]

I still haven't decided if I'm going to buy any more Craftsman tools. It's much less of a hassle to send a broken tool in to Proto or Snap On.

Unfortunately your experiences are likely to replicate with other companies sooner or later. I look at it as Sears didn’t let you down – the people you dealt with that work for Sears did. You are just as likely to run into the same type of people elsewhere. Some people care and work hard to get things right others are just there to pick up a check and couldn’t care less if you get your replacement tool. Just a sad fact of human nature.

Good luck.

 

[billymade]

Well, at least you finally have gotten to the conclusion of your warranty situation with Sears; much of debate on here is constantly about the cost of tools..... well, SERVICE is part of the cost issue. Even when I used to order warranty replacement tools from the catalog; many customers would come back later and insist they never showed up; in that case I ordered the tool, got them the order # but Sears dropped the ball. Many of these cases; the tool was on backorder, discontinued or who knows what black hole the order got sucked into! If a company cannot service the product the way you need them to; go elsewhere... even the "much beloved" Craftsman line at Sears. This is why the professional/industrial tool companies have their strong supporters and adherents... but many of us have had service problems as well, off the truck! So, there is truth in the issue of who you are dealing with; Sears, is dysfunctional... its endemic in the company; I worked there for 7 years... I know!
Good luck on your next tool and service company of choice; in general the professional/industrial companies are better, they know you are in business and need your tools asap to keep your business rolling! Hopefully, you can find and establish a good working/service relationship with a tool provider that will fulfill your needs! It can seem like tough person to find but they are out there! Again, good luck!

 

[SpiderGearsMan]

how is sears even in business ? there must be secret ongoing TARP going on