The Consumerist recently ran a string of posts discussing the troubles one person had in trying to exchanged rounded Craftsman sockets. Some of the replacement-denial excuses given by Sears associates conflicted with previously stated official policies, and one even seems to have been outright fabricated.
Brian, a lifelong Craftsman user, unsuccessfully tried to exchange nine rounded sockets that had slight surface rust. He was given the run-around at his local Sears and over the phone with customer service, all because of the cosmetic rust on the sockets.
Brian was ultimately able to exchange the sockets, but news of his situation led to a more significant outcome. David Figler, a Sears VP, is now looking into the issue and attempting to reduce the number of unjustified Craftsman warranty exchange denials.
It is well known that successfully exchanging a legitimately broken Craftsman tool sometimes depends on choosing the right Sears location. Maybe this will soon be a thing of the past.
You can read more about Brian’s story via the following Consumerist links, in chronological order:
Craftsman’s “Lifetime Warranty” Depends on Tool Associate’s Mood
Sears Can’t Get its Story Straight Regarding Rust and Craftsman Tools
Brian Manages to Replace his Rusty Craftsman Sockets at Sears
Sears Clarifies Craftsman Tool Warranty
I went to replace some hand tools at your sears store in Fairfield Ohio but your employes told me there was a 5 piece limit and thay would not replace any thing with rust. This was a 40 mile drive your enploye was rude and by the time I left I was so mad i stoped at CVS pharmacy to check my blood pressure it was at strock range I tryed custumer service with no results. So I am out 20 in gas and about 5 hr. of time .This made me verry upset.If my warranty is no good I will not buy any more of your tools.I fell there should be something Done about this. Store phone number is [redacted] managers name is Bess May the rude enploye was Mickey ? . If you would like to talk to me pleas call [redacted] Thank you for your time [redacted].
I bought a Bosch refrigerator from Sears about 2 1/2 years ago and its already broken, the display panel is not working and it controls about everything, the warranty is no longer valid for it and Sears no longer sells these products and won’t give me a discount for another refrigerator nor fix this lemon of a refrigerator I paid a fortune for. If Sears cannot help me out I will never buy anything more from them, and I have 3 houses and constantly buying appliances from Sears until now. They should not sell inferior products.
The Ace Hardware company will probably deny you a replacement Craftsman tool, unless you bought it there.
As I found out in Winnemucca NV., you are better off buying another brand that is under warranty locally or drive 170 miles to Reno.
Save yourself some hassle and avoid buying Craftsman tools unless you live pretty close to an actual Sears store.
Craftsman tools are higher priced for a reason, in that they are probably not any better made now days, but they can cover the expense of honoring their legendary Lifetime Guaranty with a free replacementin it fails to give you complete satisfaction.
It was sort of sneaky for Ace to get involved if they were going to fly the Craftsman flag and not honor the Craftsman warranty, but at least I can try to warn others of this stratagem of theirs.
Albuquerque Cottonwood Sears, no replacement, but they said they would repair it with a 10 minute wait. Over 20 minutes later, she returned and lectured me on taking better care of tools because she is not supposed to offer warranty if there is any sign of rust on the tool. This is contrary to what I read after researching, though it sounds consistent in actual practice. Thing is, these tools have not even been outside when not in use. She said she will allow it THIS time, but not to try it again. That there is the lacking of customer service from a company that won’t last much longer.
Just returned 2 malfunctioning craftsman 1/4″ ratchets to Sears in Tacoma Washington. One was repaired after a 45 min. wait. The other they were unable to repair or replace because it was “older” and they didn’t have a repair kit . So apparently the the “lifetime warranty” only applies to newer tools.
So much for integrity! I have tool boxes full of craftsman tools and a kitchen full of kennmore appliances. Too bad Sears will let a sales employee interpret what the word “Lifetime” means. I will not be buying anything more from Sears. I know this will not have any impact on Sears, but if more people would hold companies accountable for their actions, maybe it might.
The tool department manager in Fort Smith Arkansas told us he was not familiar with the Sears Satisfaction Guarantee or your money back. When I pointed to the guarantee painted in ten inch gold lettering above the entrance to his department he said he had never seen that before. Said he had been the department manager for two years.
Refused to exchange to electrician screwdrivers because they didn’t carry them any longer.
As some of the previous posters have stated I’ve been collecting Craftsman tools for over forty years. Customer service is what Sears used to stand for but it doesn’t anymore.
After making two trips to the store which is over an hour away the store manager finally agreed to allow me four dollars credit for each screwdriver to purchase other screwdrivers. She did not apologize for the behavior of the tool department manager or that we had to make two trips for no reason at all.
Don’t buy very many tools from Sears any longer, you can buy power tools made in China at Lowe’s and Home Depot much cheaper with the same or better warranty.
The Craftsman hand tools still made in the USA are few and hard to find. With the refusal to honor the Craftsman warranty there is no reason to shop at Sears.
I have invented a new tool .Would like to sell it to a chain,lawyers won’t 80%,just to represent me. Are there any honest people left.
Do not buy craftsman tools any more. Was told to day at the sears in Sacramento ca , that if i did not provide a email address, they cannot warranty my broken tools.This was my second time this year to be treated like shit by a sears employee. I took my craftsman tools and thew then in the clerks garbage can and left. I will never set foot in another sears store again. Sears will be out off business in 10 years or less,with the way they treat their customers.