After yesterday’s post about bit sockets vs. socket bit holders, I dug into my inbox to see when I purchased some of those tools.
It turns out that I purchased one Gearwrench bit holder socket from Sears in March of 2008, and then another in June. That first purchase was unintentional, as I wasn’t looking for a 1/4″ square drive to 1/4″ hex bit adapter, I was looking for a 3/8″ to 1/4″ hex adapter.
On Sears’ site, it says that this is a GearWrench 3/8″ Drive 1/4″ Bit Holder Socket, and so I ordered one based on that description.
Well, I didn’t get a 3/8″ bit holder socket, I received a 1/4″ bit holder socket. A couple of months later I bought another one, but I also had to track down and order 3/8″ bit sockets, requiring extra effort.
I remember being annoyed at the time. I mean, it clearly says 3/8″. But the model number for this, 80480, clearly refers to Gearwrench’s 1/4″ adapter. At the time, and probably since then, Gearwrench didn’t offer a 3/8″ drive adapter.
I was annoyed now, and I’m annoyed again now. It’s been over 6-1/2 years, and nobody has fixed this? Has nobody complained to Sears about this? Surely I’m not the only person to have bought this based on Sears’ product description, right?
I checked my records, and I haven’t bought anything at Sears this year. Not online or in store. No tools – nothing. I can’t say the same for my wife, but I get the feeling that she won’t be buying anything from Sears for a while either.
My wife ordered a winter snow suit for our new baby, and that turned out to be a huge debacle. She ordered it online and went to the local Sears to pick it up. The card scanner/order retrieval machine was broken, an associate stopped the clock before 5 minutes but took a lot longer to retrieve the order, they didn’t give her a coupon as per the 5-minute pickup guarantee, and then they gave her the wrong color snow suit. My wife was so frustrated that she didn’t bother arguing about the color and took it home.
Back to the point – Sears’ online catalog is still a mess. Last month I received “page cannot be found” and database errors when attempting to see if there were any new Craftsman tools in the catalog.
Maybe I’m the only person in over 6 years to order this product thinking it was a 3/8″ socket. Or maybe others bought it for the same reason I did but figured it wasn’t worth the hassle of trying to return it. In that case, nobody at Sears would be aware of the error.
But the more likely reality is that others wrongfully ordered this bit holder socket due to the inaccurate product description, and that some of those folks complained. There’s so little cross-communication at Sears that it’s very probable customer service handled the complaints without passing on the info to anyone who could actually correct this mistake.
It shouldn’t surprise and frustrate me that this hasn’t been fixed in 6 years and 8 months, but it does.
I keep waiting for Sears to revamp their website with improvements. At this point, maybe I should just hope it doesn’t get any worse.
I used to buy all sorts of tools and accessories from Sears.