Yet another Sears rant

[BigAl62]

OK, I know these have been run into the ground, but I need to vent to people who understand tools. Last weekend I ordered a Craftsman 1/4" drive flex head ratchet from Craftsman online. They were on sale online, had free shipping and the tax rate is lower than if I went into the store (6.5% versus 10.5%), so I figured "What the hell".

Yesterday I received an email stating that my ratchet was delivered, it wasn't. Strike one. Today I get home from my weekly visit to my dad's and there is a package from Sears, "Oh boy, new tools!" I said to my wife. I pick up the package and notice it weighs practically nothing. "****!" I open the package and all that's inside is a packing slip. No ratchet! The package was a padded envelope! Strike two. What kind of idiot packages a ratchet in a padded envelope (the answer is "SEARS!")

OK, I call "customer service" (their term, NOT mine!) and after waiting way too long someone comes on the phone and asks if I want to place an order. "No, I want to complain about an order I've already placed and supposedly received". This throws her for a loop, as if no one EVER complains! Strike three.

After about 10 to 15 minutes trying to explain that the PAPER envelope that they send a metal tool in had NO tool, but had a ratchet sized hole in the bottom, she finally gets it - no tool and I'm PISSED! So she "fills out" a complaint form (she says) she informs me that I will receive an email in about 8 business days with Sears' findings and that I will "most likely" get a refund on my credit card!!!! Strike four!!!!

No wonder they are in such sorry shape, they are STUPID in all aspects of business! Sorry for the long, rambling rant, but I needed to vent. Now we return you to your regularly scheduled programming.

 

[davesnothere]

Snapon has always shipped me tools in boxes.
Just saying.

 

[BigAl62]

That's because they're smarter than Sears!

 

[hammester]

I ran into the same exact issue with sears. I ordered some wrenches and they show they were delivered on their site, but no tracking number displays. I called them and they said it will take 8 business days to look into and then I will get a refund. Well that does me no good because the wrenches were on sale for 50% off and are now not on sale.

 

[losabio]

Matco mailed me a long 88T 1/4" ratchet in a bubble mailer, so Sears isn't the only one.

I have a love/hate relationship with Sears. I've stormed out of the Sears promising "never again!" on many occasions, but I always seem to keep going back. I know it's cheesy, but I get sentimental about CM stuff sometimes. My old man used Craftsman, you know what I mean?

 

[mmack66]

At least you saved 50 cents on the sales tax.

 

[Matt018]

I wouldnt have gotten off the phone unless they were sending me a new ratchet.

 

[Hootbro]

I wouldnt have gotten off the phone unless they were sending me a new ratchet.

I have been in the OP's shoes with lost shipment items from Sears.

When you call their CS line, you are calling a contract call center in India. They only have so much of what they can do and if it is not already on a scripted troubleshooting tree on their end, then you are SOL. So no matter what you think you can demand, they are not going to budge from the script.

That being said, the OP will probably get a refund but his disappointment of expectations of compensation for the inconvenience will not be resolved. So basically you either chalk it up as "**** happens" and give them another chance or you move on with another alternate vendor.

 

[gwlee]

Are those 1/4 flex head ratchet US made? I bought mine locally at the store and it was USA made but the other sizes 3/8 and 1/2 were made in CHINA. By the way, there were two 1/4 ratchets both were US.

 

[BigAl62]

Are those 1/4 flex head ratchet US made? I bought mine locally at the store and it was USA made but the other sizes 3/8 and 1/2 were made in CHINA. By the way, there were two 1/4 ratchets both were US.

Yes, they're US made. One reason I was going to buy one. Still waiting to hear from them.

 

[SpawnedX]

I really think you guys have unreasonable expectations for online orders. Firstly, shipping isn't cheap, as someone who delved into online retailing, most of my supposed "profit" off the tiny margins manufacturers and suppliers leave you went to shipping. In order for a company to stay competitive in today's ever degrading consumer market, they need to cut corners every way possible, packaging and shipping. The consumer created this when they decided they would buy whatever had the smallest dollar number next to it.

Secondly, Sears now has to file a claim with the shipper, who does their own investigation and eventually gets back to Sears and gets Sears their insurance money. As much as you know you aren't a scammer, they deal with thieves and shifty people daily who try to get one over on them. They need to CYA for themselves.

It ***** it happened to you, but if you don't want to deal with the occasional shipping issue, go to the store. I buy almost all my specialty tools online and all my parts for my current car project online. I have had the same issues with multiple companies and carriers, I have also had excellent experiences with the same companies and carriers, including Sears. It's part of the flora and fauna of buying cheap online.

 

[BigAl62]

Sears sent me a survey email today! Stupid morons, I blasted them good! As for SpawnedX's comments - I believe if I want to buy online, I should actually receive what I paid for and if there's a problem then refund my money and I'll go elsewhere to buy my tools. Is this too much to ask for? I don't think so.

I have bought thousands of dollars of tools online and this is the first time I've ever had a problem. All Sears had to do was put the tool in a box instead of a paper envelope and the problem would have been avoided. Secondly, their customer service people should be better trained on handling complaints, not dicking the customer around with stupid questions. I'm not trying to scam them, I just want the satisfaction they claim to guarantee!

 

[RedFordTruck]

I usually find the item on sale online, go into the store and find the item and get the cashier to price check online. Saves me stress and I know actually what product im getting

 

[camarotoolman]

I've got a new one, $38 shipped, I usa a tracking # but ship in an evelope, but well tape the ends. No problems shipping small tools in envelopes, maybe just lucky.

 

[Chadwilliam1]

sorry about your luck op for what its worth I have that ratchet and I like it. for some reason they don't have a quick release. I ordered an Armstrong locking flex ratchet. I am confident I will like the Armstrong better. I feel the craftsman is overpriced.

 

[Junkman]

Everything can and will get lost in shipping. FedEx lost a fender and then told me that they would pay the claim. Told them that I wanted the part, not the money, since I couldn't replace the part. It was double wrapped, and had shipping labels on the fender, and the packaging. Went in circles, until one day, while posting on another website, someone else was having a problem with FedEx. There was a FedEx manager reading the post, and he offered to help the other fellow. I sent him a PM telling him about my problem. Next day, problem solved. The fender was in a distribution center and the shipping label had been torn off. They just put packages aside that loose shipping labels, and eventually they go to some mystery place and are sold off as "lost in transit" merchandise. Since the original label with the all the shippers information wasn't on the inside label, no one felt that it was important to deliver the item. The local FedEx manager delivered the part to me later that day. Sometimes, all it takes is to find the right person that cares enough to go the extra distance to help a customer. Unfortunately, today, there are not many of those people left in these giant conglomerates.

 

[woody 73]

Snapon has always shipped me tools in boxes.
Just saying.

Funny thing is: only having placed so few tool orders with the snap on company, that each time they have shipped me all the wrong tools but yes they all came in large boxes.

All companies screw up from time to time,I just got my wright ratchet from a company and it only took 7 weeks, go figure that one out?

 

[signcrafter]

I really think you guys have unreasonable expectations for online orders.

If paying for an item and shipping to a company and expecting them to get you the item you already paid for is "unreasonable" then I guess you are right. I understand that **** happens during shipping that sears can't control. But they can package the item better to help prevent a metal ratchet from ripping through a paper envolope. Also they can control the way this is handled. Sears has the posters money and sears has failed to hold up their end of the deal of getting the tool to him. 8 business days to determine what they are going to do is way to long after the poster probably had to wait a week to get an empty package. Either package the items better in order to prevent this or make it right in a reasonable amount of time, sears failed to do either of those.

 

[Ign]

This is why I chuckle at all the Sears threads in the Hot Deals section. It's not worth it. I won't try to order from Sears.

 

[BigAl62]

Just an update. I received an email from Sears:
"Dear Xxxxxx,

Thank you for shopping at Sears.com!

In regard to your request to know the status of your order. We reviewed your order and it shows that your order is delivered to your adress on Tuesday, 09/11/2012 at 12:44 P.M. We request you to search for the package at your place. If you are unable to find the package, please contact us back after 24 Hours.


Look for Great Ideas throughout the store and find Sears exclusive innovations from great brands like Sony, Kenmore, NordicTrack, Craftsman and Reebok.

Shop sears.com now to pick up great products for the season.
http://www.sears.com

Sincerely,
Edwards K

Sears Customer Care
[email protected]
1-800-283-6940"

OK, I'm stupid, right? The package is "hiding" somewhere in my house, huh? I called them this morning and got another clueless person to try to talk to. Again I was told that it would take about 8 days to resolve. Yipee, another week to be told I'm stupid again! I emailed them this evening and explained, yet again, that the package arrived, but it was empty. I went on to tell them that their customer service people are condescending and clueless and that their shipping department should learn how to send heavy, metal tools (it's NOT in paper envelopes!) and that a company that has been in the mail order business as long as they have should know how to properly pack stuff for shipping. Now I wait again, yipee (again). If they don't email me back soon, I'm going to go "postal" on them!

 

[EOC_Jason]

Call your Credit Card company and have them reverse the charge and explain why. I'm sure you will get a good chuckle from their customer service rep. That's one reason I love my AMEX card... You don't even have to give them a reason, fill out any paperwork, etc... You just tell them the charge and BAM... it's done...

I've read too many horror stories (and even had a bad personal experience receiving a package for a friend) to even think of ordering online from sears and having it delivered to my home.

HOWEVER, I have ordered things and done the STORE PICKUP... That way you KNOW you are getting your item.

 

[pipsters]

I used the free shipping from Sears.com 3 times. I forgot what the offer was, 30 days maybe? Anyway, I had my name, then my wife's, then I created an account under my dog's name in order to extend the free shipping.

Needless to say I ordered A LOT in those 3 months shipped from Sears. Honestly not ONE SINGLE problem even including the 299 pc socket set. All arrived safe and sound.

Not saying you didn't have an issue, but I wouldn't hesitate to order stuff again.

If you call customer service and ask to go to a manager, they are all Americans. I price matched a few items and they were always on the ball.

 

[leon renaud]

Ok someone already said to call your credit card company and stop payment.You do have the legal right to demand talking to a company rep in the U.S. by law but most call centers won't tell you this!I have family that owns 3 small shops and was present the day they had to deal with a problem with another company and demanded (nicely) that they speak to a US rep and were transferred to a U.S. based office.

 

[Big Gus]

...always a Sears rant everytime I log onto here.

 

[BigAl62]

Paid by debit card (I don't have a credit card anymore) and it's already processed. Maybe I should call anyway. Sorry Big Gus, I needed to vent and (silly me) I thought that people here would understand.

 

[JASTECH]

BigAl, I know bro. Remember mine, ordered 3 ratchets at Sears & let them do it on their system behind counter? Recieved 3 Grip-On vise grips instead. Took them back and have been fighting them for almost 6 months now. Mgr says it was sent to your address, You recieved email, sent to wrong store and Mgr. will bring this weekend, Short staffed now...Mgr. had heart attack & died, Days later, sorry going to funeral. All True! Just called 5 min.ago, told again sent to me, then sent to wrong store.....I am still calling tonight as I want my 3 GearWrench teardrop, angle head, fine tooth, long handle, cushin grip rats!


Just finished with 2 Customer Service persons via 800-549-4505. Added case# to complaint that "Kurt" said will be sent to both stores, District and Regional Sears person. He said if not corrected in 5-7 days to contact him/them again. Also the Sears here is suppose to call me with-in 48 hrs.

Another Update:

 

[BFBOB]

HOW TO SHIP TOOLS:
I have received empty boxes, envelopes, wrenches nearly drilled through envelopes, etc. Here's the method I use, so far flawlessly: Tape the tool to a piece of cardboard just small enough to fit easily in the envelope.
Using this method, I've shipped 13 piece 1/4-1" combo wrench sets in Priority Flat Rate envelopes with no problem. Tossed in loose, I guarantee they would escape in short order.

 

[EOC_Jason]

^^^ Tell sears that...

 

[Big Gus]

Paid by debit card (I don't have a credit card anymore) and it's already processed. Maybe I should call anyway. Sorry Big Gus, I needed to vent and (silly me) I thought that people here would understand.

Hey, I'm not giving you any grief, just laughing because Sears has become such a universally hated place.

 

[Chadwilliam1]

yup, took a raised panel ratchet in New condition made in USA. I wanted a rebuild kit but they only wanted to give me a made in China one with rust and hammer marks. I will go to a different Sears next and see if they can figure it out.

 

[RCStocker]

Strike 5 for ordering form Sears! Craftsman tools have been good to me through the years. I made a damn good living using some of thir tools. Their power tools and machinery really **** and always have. That is beside the point. You worry about saving a couple of percent between shipping and tax. I can't store that in my brain. Craftsman hand tools are verywhere you look used. I had so many I passed them up by the truck load over the years and now like everthing else they are getting harder to find at cheap prices. That is besides the point. If you want a good tool buy a good tool.
Forget about the rant. The post office is to blame. A padded envelope should deliver the tool. When I ship tools in flat rate boxes I put them in a Zip lock bag then wrap them in tape because they can break the box and scatter. I would be pissed but more at myself for ordering form Sears.

 

[BigAl62]

Hey, I'm not giving you any grief, just laughing because Sears has become such a universally hated place.

Sorry, I posted this after getting the email from Sears and I was PISSED.

Anyway, I called my bank, debit card purchase - so sorry, it's like using cash (won't do that again!) and after it posts there's nothing they can do. Called UPS (the shipper) and got the run around from them, but they are doing a damaged/missing item search and are supposed to get back to me.

I sent an email to Sears and complained about their shipping methods (you'd think that they would have it down after being the mail order business as long as they've been) and about their condescending and clueless customer service people - they're response is to wait until they've completed there "investigation" and maybe I'll get my refund, but please do our customer service survey! Yes, I'll get right on that after I flap my arms and fly to the moon!

Now I sit and wait. Maybe I'll get my money back, what a bunch of ****! Satisfaction Guaranteed, more ****! I've spent many thousands of dollars with Sears and now I'm being treated like something they stepped in, no wonder they're in such poor shape (I know their treating lots of people like ****, not just me). I'm just so pissed off at this whole thing. Thank you all for putting up with my whining. I let you know what happens.

 

[BigAl62]

OK, now I can put an end to this saga. Sears finally refunded my money. Over 3 weeks of dicking around. About f@*king time!

 

[shoturtle]

if I have to call sears cs, I always insist to speaking to one of their manager, and then their managers manager. Then I end up with someone in the US. I openly tell them I do not want to speak to someone in india, I want to speak to someone I can understand. It is a bit rude of me, but I get the situation resolve allot faster.

But I have to agree sears CS really need to be revamped. Dealing with india really *****.

 

[RedFordTruck]

Rather than pull my hair out over ordering from sears, I just find what I want online, go instore and pick it out, and have the cashier price match it with the online price, which 99.7% of the time is lower than the in store price.

 

[JASTECH]

Here is full update from prior posting to now.


10-07-2012.............
BigAl, I know bro. Remember mine, ordered 3 ratchets at Sears & let them do it on their system behind counter? Recieved 3 Grip-On vise grips instead. Took them back and have been fighting them for almost 6 months now. Mgr says it was sent to your address, You recieved email, sent to wrong store and Mgr. will bring this weekend, Short staffed now...Mgr. had heart attack & died, Days later, sorry going to funeral. All True! Just called 5 min.ago, told again sent to me, then sent to wrong store.....I am still calling tonight as I want my 3 GearWrench teardrop, angle head, fine tooth, long handle, cushin grip rats!


Just finished with 2 Customer Service persons via 800-549-4505. Added case# to complaint that "Kurt" said will be sent to both stores, District and Regional Sears person. He said if not corrected in 5-7 days to contact him/them again. Also the Sears here is suppose to call me with-in 48 hrs.

Another Update:
10-07-2012.... Ok, I do understand the issues with most Sears stores. I am still trying to get the 3 ratchets I ordered & paid for over 5 months ago. I am now recieving calls & emails from the District Manager over it. He is also trying to get my broken C'man tools replaced that were taken in before the ratchets were ordered.

Thanks, JASTECH & Son

 

[carterbeauford]

No wonder they are in such sorry shape, they are STUPID in all aspects of business! Sorry for the long, rambling rant, but I needed to vent. Now we return you to your regularly scheduled programming.

same is true with any big business.

if it makes you feel any better, I ordered a 10MM flex socket in the mail, and received a 1/4" flex socket. I tried to exchange it at my local Sears, forgot the receipt at home. a girl resembling Precious from the movie Precious scanned the barcode and told me it was only worth "97 cent" because it was on clearance.

I was at first pissed, then had a revelation, maybe all flex sockets are marked down? I calmed down and grabbed a 10MM flex socket off the shelf and asked her to scan it. 7 dollar and 49 cent. I exchanged it at another Sears with my receipt, and it only took them 15 minutes to try and find the transaction in the system and do an even exchange.

YOUSERIOUSLYWANTMYFUCKINGBUSINESS?

Snapon has always shipped me tools in boxes.
Just saying.

Snap-On has always shipped me tools in boxes. with no other packing material inside. just saying. box full of wrenches in a plastic bag.

 

[TwoInch]

I tried to exchange it at my local Sears, forgot the receipt at home. a girl resembling Precious from the movie Precious scanned the barcode and told me it was only worth "97 cent" because it was on clearance.



YOUSERIOUSLYWANTMYFUCKINGBUSINESS?



.

when you dont have a reciept, they will only give you the lowest sale or clearance price that the product had in the last 6 months, or a year... i learned that one the hard way

 

[carterbeauford]

when you dont have a reciept, they will only give you the lowest sale or clearance price that the product had in the last 6 months, or a year... i learned that one the hard way

might I suggest updating their POS system from 1985 so when I come back WITH receipt it doesn't take 15 minutes and then they just give up and give me the socket?

 

[saigon66]

Are Craftsman U.S. made? if not why buy them? buy your superb Snap-On Armstrong,Proto, Blue Point. You used to have over 50 Spanner[wrench] makers alone and not that long ago. Chinese looks nice, breaks nice too.