Trouble having getting Craftsman sockets replaced

[cliftonbros89]

A few years ago I bought this socket set from Sears. I keep mine in my truck. My dad also purchased the same set to keep in his toolbox in the shop.

After using the set I personally don't care for it much. I haven't used all the hex bits. But most the ones I have used have broken. I've got them replaced no problem. (I definitely prefer my Snap On set over the Craftsman) The torx set isn't bad. I just don't use them often cuz I have another torx set.

My dad was using the flat head bit sockets, the screwdriver type ones. He broke two of them.

(these are like the ones he broke, but from my set)

I thought it would be no problem. Just take them two one of the 2 Sears closet to be. One in my town is just a small "hometown" Sears. It's the closet so I took it there. It was where both socket sets were purchased. They didn't have any of the sockets single on the shelf and refused to open a set they had to replace them. So they ordered them in to have them shipped to my door. A month passed and I still had not received them. I went to the store again. This time they didn't even have the whole set in stock. So they reordered.

Long story short in the past year and a half I've gone in to the same exact location 6 different times only to end up with the exact story. On one occasion an employee tried to argue with me that those particular sockets do not have the lifetime warranty. (He was the same employee who told me Craftsman no longer warranties the small "Allen" or hex wrenches due to them breaking so easy.)

So since I can not take the broken sockets to a different Sears, since this Sears took the broken ones the first time I tried to have them replaced, any ideas on what I should do? It's been over a year and a half and I have nothing to show for it. I've refused to do any other business with that location. Would it work to call Sears? Any help is appreciated. Thanks!

 

[WhiffySpark]

I would just buy new ones. That's not worth the effort

 

[cliftonbros89]

I would chalk it up as a lesson learned. You could call them, of course, but good luck with that.

That's what I'm afraid of. I've since purchased a couple SO sockets to replace them. They're made better anyway.

It's just frustrating. One of several reasons why I'm done with both Sears and Craftsman.

 

[mikebaker1129]

I have had the same issue with a small 1/4 chisel. They do not have loose chisels in that size and I purchased it as a set years ago,but I do not know which set and I have a tool box drawer with all of my punches and chisells,most of which are craftsman.

I know this is in hindsite ,but I would have removed and replaced just the inserts (bits) on he broken flat tip sockets. Cripe (Bosch) and epsteins (SK)both sell replacement bits .
It is a pain,when you purchased something with a warranty only to find out they will not warranty when the time comes.

 

[cliftonbros89]

I have had the same issue with a small 1/4 chisel. They do not have loose chisels in that size and I purchased it as a set years ago,but I do not know which set and I have a tool box drawer with all of my punches and chisells,most of which are craftsman.

I know this is in hindsite ,but I would have removed and replaced just the inserts (bits) on he broken flat tip sockets. Cripe (Bosch) and epsteins (SK)both sell replacement bits .
It is a pain,when you purchased something with a warranty only to find out they will not warranty when the time comes.

I'm going to remember that for next time. Although I doubt the other set will be getting much use.

 

[woody 73]

OP your home state is rather large without a city to go by I can not locate other sears stores so...

(1) Put those sockets in your everyday work car and the next time you go to another large city find another sears store.

(2) Sad but post a copy of this link and send it to sears showing them your pictures and all the troubles you are going through that should get the ball rolling as they say.

Good help is hard to come by these days when you are paying some kids the lowest hourly rate possible at sears stores.

 

[gungatim]

I had that same set, they will not replace individuals anymore, they just give you a brand new entire set. if they don't have it in the store, they will have it shipped to your door for free. talk to the mgr...

 

[hangfirew8]

Long story short in the past year and a half I've gone in to the same exact location 6 different times only to end up with the exact story. On one occasion an employee tried to argue with me that those particular sockets do not have the lifetime warranty. (He was the same employee who told me Craftsman no longer warranties the small "Allen" or hex wrenches due to them breaking so easy.)

So since I can not take the broken sockets to a different Sears, since this Sears took the broken ones the first time I tried to have them replaced, any ideas on what I should do? It's been over a year and a half and I have nothing to show for it. I've refused to do any other business with that location. Would it work to call Sears? Any help is appreciated. Thanks!

That is why I gave up on Sears for hand tools. Back in the early 90's, when Detroit really got going metric, I had a cracked Craftsman 10mm Deep socket that I carried around for over 2 years from Sears to Sears. Never in open stock, won't crack a set, won't order one for me, "more stock will be in in 2 weeks" but it never was.

Finally I gave it to a friend whose Dad worked at Sears, 3 months later I had my replacement socket... I was already buying SK.

 

[engineer031]

If the store took your sockets and kept them they owe you either the old ones back so you can go to another store or to replace them. I would talk to the manager

 

[sha]

I would definitely call a Sears 1-800 type number. Those home stores are usually privately owned/contracted? and are held responsible. You will probably be told to try them again or MAYBE? they will take care of you over the phone but...if another location carries singles, I would go there unless t's a big waste of travel time/gas . Ace hardware, hometown stores get reimbursed on singles and is probably why they are reluctant to break open a set.

Do you have an Ace nearby? MAYBE they stock them (I have doubts but it would be worth a call)

 

[cliftonbros89]

No Ace nearby. I would try the Sears Grand in the town south of me that I've purchased several thing at. However, the employees there seem about as knowledgable as the employees at my local Sears.

I've talked to a manager at my local Sears before. He just seemed annoyed when I asked him about them a second time. He said, " I know they were ordered because I ordered them myself. These things just take time!" Keep in mind though I also had to give him the part numbers cuz when they "look something up" it's just on the regular old Sears website that any of us have access to. It is a privately owned store.

I know the owner but he is never to concerned about things. More worried about spending his profits on toys.

So that's partially why I was wondering if anyone knew of any other possible way to go about it. It seems I'm just screwed.

 

[mikebaker1129]

Go try to get your old damaged sockets back and punch out the inserts that are broken and replace them with SK from Epsteins or your favorite brand,just try not to loose the little round clips.
Most likely they would have given you Chinese made ones,your are the made in USA versions. I would want to keep those.

 

[woody 73]

OP next time take in a copy of the following to your store and let the kids read it:
That should be all that is needed end of story.


http://store-return-policies.com/sears-return-policy/

 

[maddawg1952]

for future reference take in the whole set and ask them to exchange the set with the broken pieces if they won't exchange single sockets. I have done this with no problems from Sears.

 

[cliftonbros89]

Go try to get your old damaged sockets back and punch out the inserts that are broken and replace them with SK from Epsteins or your favorite brand,just try not to loose the little round clips.
Most likely they would have given you Chinese made ones,your are the made in USA versions. I would want to keep those.

That's something I've been afraid of too. I don't want that Chinese junk.

 

[jobo1004]

That's something I've been afraid of too. I don't want that Chinese junk.

You may not want Chinese junk, but it sounds like the US made bits that you have currently are junk as well.

 

[cliftonbros89]

You may not want Chinese junk, but it sounds like the US made bits that you have currently are junk as well.

They are. That's for sure. Like I said earlier. That's why they're starting to gradually be replaced with Snap On!
I just know the Chinese stuff is even worse.

 

[joe_padavano]

I had that same set, they will not replace individuals anymore, they just give you a brand new entire set.

How, exactly, is this different from opening the new set, swapping out the two broken sockets, and letting the store keep THAT set? Either way you have a complete set and the Sears store has a set with some broken parts in it.

 

[sha]

I responded earlier forgetting that you have probably given the store the sockets already

Yeah, I would demand the info to trace the order/track the package. If it doesn't pan out, call Sears

 

[cliftonbros89]

I don't really get what the deal is with these specific sockets. On 3 of the 6 occasions I went in to ask about them I had something else to be warrantied. They of corse didn't have those pieces in store either. But those other pieces arrived in the mail the same week. But these sockets never would. I just can't understand why these they won't show up.

...I'm glad I can't rant a little about this

 

[whyNick?]

That's been my experience the last 5 or 6 times that I warrantied a Craftsman tool. They almost never have the exact replacement for my tool and either give me a substitute (a different model of ratchet, a longer screwdriver, etc) or order the item and ship it directly to me. When they have to order the item it usually takes a month or more to get to me, even if it's something simple like a 9/16 socket. For the last few years Craftsman's only advantage has been their ease of warranty service but now that they're giving this up they don't have any appeal left for me.

 

[cliftonbros89]

That's been my experience the last 5 or 6 times that I warrantied a Craftsman tool. They almost never have the exact replacement for my tool and either give me a substitute (a different model of ratchet, a longer screwdriver, etc) or order the item and ship it directly to me. When they have to order the item it usually takes a month or more to get to me, even if it's something simple like a 9/16 socket. For the last few years Craftsman's only advantage has been their ease of warranty service but now that they're giving this up they don't have any appeal left for me.

I completely agree!

 

[Brians VWss]

I just tried to warranty those exact same sockets. They said they were a clearance part number and could not get them any longer. They let me exchange for a 3&4 phillips bit. I went that route because I have other blade tip bits.

 

[cliftonbros89]

Guess I may have to take that route

 

[Codyyy]

This *****. I got one of those sets as a gift recently. I haven't used it too much but when I do it is nice to have. I guess I'll just buy the sockets online like normal if I break them. I have hardly used Sears to warranty stuff that small, usually I just warranty ratchets. Sockets cost me more money in gas driving there and back than just buying them online through a place with free shipping.

 

[cuengineer]

FYI, this set has a list price of about $100 but is frequently on sale for $25-30 and I have a set, none of which has failed YET. Having said that and based on the OP's experience, when I have one fail, I will plan to take the whole set if needed for exchange.

You might also either get online and do a chat with Sears. I recently had a problem and did a chat and the woman was very friendly and worked out the issue. If you have any problems, the next step would be to get an 800 number and call. If not resolved quickly, ask politely but firmly for the person's supervisor, that tends to get attention. With their written warranty and return policy, I would not let them off. I remember one time when I took a ratchet back because the internal mechanism broke. I showed it to the clerk who without a word, immediately headed off to get the parts to fix it instead of asking me or getting a new ratchet. I was irritated by his attitude so while he was gone, I saw a copy of the Craftsman warranty and placed it where it was really obvious. He came back with the parts in a box, saw the Craftsman warranty that I had place on the counter, and went to the nearby rack and got me a new ratchet. Before and since, I have fixed ratchets but that time I didn't appreciate not being asked if that would be okay.

 

[Gear Wolf]

No Ace nearby. I would try the Sears Grand in the town south of me that I've purchased several thing at. However, the employees there seem about as knowledgable as the employees at my local Sears.

I've talked to a manager at my local Sears before. He just seemed annoyed when I asked him about them a second time. He said, " I know they were ordered because I ordered them myself. These things just take time!" Keep in mind though I also had to give him the part numbers cuz when they "look something up" it's just on the regular old Sears website that any of us have access to. It is a privately owned store.

I know the owner but he is never to concerned about things. More worried about spending his profits on toys.

So that's partially why I was wondering if anyone knew of any other possible way to go about it. It seems I'm just screwed.

Unfortunately, that sounds about right.

If you give corporate a call and tell them about this franchisee's behavior I bet he'll change his tune...

 

[cliftonbros89]

Just to update. I went back to Sears yet again.

Explained to the kid working I was very discouraged with the situation. I even brought along the paper they printed out back in February showing they ordered them. Luckily he remembered me. He got the manger, who didn't believe me at first that I've still never received them.

After 25 minutes of them on separate computers they said there was absolutely no way they can just those 2 sockets. They'll have to swap the entire set. They did actually have the whole set in store for once. Which is about the first time in a year I've seen it in there.

So after a half hour total of being there they decided to have a whole new set shipped to my house. When I receive it I'm to return my old set to them. They apparently couldn't give me a set they have in store cuz it would completely screw up the whole system. Why they couldn't come to this conclusion a year and a half ago? I have no idea.

That was Saturday morning. I was given no general idea when the set may arrive or even ship out for that matter. So I'll see if it shows up. I'm sure if it does it'll end up being a China set instead of a US made set like I currently have.

 

[JimbosGarage]

Sears has changed there return policy on a lot of there tools, A lot of them are not life time warranty any more. That *****!

 

[warweapon762]

Ive had terrible experience dealing with any craftsman warrenties at the small Sears stores. Ones in my area have high turn over so most employees don't have any idea what is going on in regards with warranty policies or returns. I almost have to speak with a manager who is hardly ever at the store just to get a wrench replaced. Its a terrible business practice and i gave up on them when they started to refuse to take power tools back because of some stupid reason involving trying to verify a receipt or something.

 

[Ponchoguy]

I would chalk it up as a lesson learned. You could call them, of course, but good luck with that.

Every time I've called Sears Corporate in the end, it worked out for me. Definitely call them.

 

[Spn1025]

If you don't receive your new set within a reasonable amount of time (maybe 2 weeks?), your next step is to open a claim with the Better Business Bureau. You'll have your solution within a month.

 

[engineer031]

I might consider going to the store and buying the set and then returning it to them and tell them they already have the other broken ones there

 

[cliftonbros89]

Ok. So here's the final update. It was Saturday when they ordered a new set. To my surprise it arrived today.

I figured with it being a new set it'd be a made in China set. It is. So I'm simply taking the replacement sockets and returning the rest. I'm not giving them my U.S. made set.

Just for future reference for anyone who thinks there isn't a difference in the China Craftsman and U.S. Craftsman, there is. I had the China set they sent me side by side to the U.S. set that I have. The chrome looks cheap. The metal feels cheap and lighter. Also, on the hex, Phillips, & flat tip bits, the tip themselves feel like glass. I figure they'll only last a few times until they shatter. Big difference in the material for the bits. Looks like I'll be looking for replacement bits right away for the sockets that are non-Craftsman just to have for back up.

 

[mikebaker1129]

I would punch out the Damaged bits and install the new Chinese bits in my USA made set and give them back the Chinese set with the broken bits installed.

You should have no trouble getting bits for your sockets when the Chinese break.

 

[cliftonbros89]

Unfortunately they got my sockets way back when I first tried to have them warrantied. I'll just have to keep those 2 China made ones for now & give them the rest back

 

[fourtythree]

Honestly, the set you have looks like garbage. The Chinese set could easily be an improvement.

 

[cliftonbros89]

Honestly, the set you have looks like garbage. The Chinese set could easily be an improvement.

Believe me the Chinese stuff is ****. I know the U.S. set is also. But they're just for the service truck. I haven't had the money for replacement for them. I have SO in my shop box. But I probably won't have the money for all SO in my truck box any time soon.

 

[macjeffr]

As you already know, that Chinese-made set is ****. I know that it is because I bought one a couple months back on sale for $30. The ratchet was really poorly finished; the straight edges up near the head were actually sharp! Surprisingly, I was able to exchange the whole set with no hassles...and at a Sears Hardware (franchised, non-corporate) store! But then I tried to actually use it. I needed to tighten a torx t15 screw; on the second turn, the bit twisted like a piece of licorice! I took it to a corporate store and they wanted to exchange the whole set again, but the replacement had the sharp-edge ratchet, so I was able to talk them into just giving me a replacement bit. I'm keeping the set, but I sure won't be using it to tighten anything; I'll use it 'til it's barely snug, and then tighten with a screwdriver.

 

[HanShotFirst]

A few years ago I bought this socket set from Sears. I keep mine in my truck. My dad also purchased the same set to keep in his toolbox in the shop.

After using the set I personally don't care for it much. I haven't used all the hex bits. But most the ones I have used have broken. I've got them replaced no problem. (I definitely prefer my Snap On set over the Craftsman) The torx set isn't bad. I just don't use them often cuz I have another torx set.

My dad was using the flat head bit sockets, the screwdriver type ones. He broke two of them.

(these are like the ones he broke, but from my set)

I thought it would be no problem. Just take them two one of the 2 Sears closet to be. One in my town is just a small "hometown" Sears. It's the closet so I took it there. It was where both socket sets were purchased. They didn't have any of the sockets single on the shelf and refused to open a set they had to replace them. So they ordered them in to have them shipped to my door. A month passed and I still had not received them. I went to the store again. This time they didn't even have the whole set in stock. So they reordered.

Long story short in the past year and a half I've gone in to the same exact location 6 different times only to end up with the exact story. On one occasion an employee tried to argue with me that those particular sockets do not have the lifetime warranty. (He was the same employee who told me Craftsman no longer warranties the small "Allen" or hex wrenches due to them breaking so easy.)

So since I can not take the broken sockets to a different Sears, since this Sears took the broken ones the first time I tried to have them replaced, any ideas on what I should do? It's been over a year and a half and I have nothing to show for it. I've refused to do any other business with that location. Would it work to call Sears? Any help is appreciated. Thanks!

Personally I'd replace them with Harbor Freight sockets. They're better quality and HF is just much better about replacing things.

Otherwise, just forget it and start creating a US made set from the usual suspects (Williams, Wright, SK, Proto, etc...)