Why I will not buy another Craftsman tool

[kookykrispy]

Sears/Craftsman: overpriced, but known for their customer service, right? Well, that ended today... not the overpriced part... they are still overpriced, but the customer service part is officially over. I am done buying Craftsman tools forever, and shopping at sears altogether for that matter.

2 days ago I bought a little portable craftsman air tank to try and change out my valvesprings with. It holds not quite enough air to fill your tires on a car. I bought it, cut the tape on the box with an exacto knife, carefully unwrapped it (saved all the packaging incase it didn't work for what I was doing) and filled it with air from a service station. It held not even enough air to pressurize one cylinder for the valvespring operation. So I drained the tank, put it back in its orginal packaging, original plastic, all zip ties in place, and returned it to Sears with my receipt. They gave me a refund, but minus this complete bull**** 15% restocking fee that I only noticed on my receipt once they had credited my card. Keep in mind this was not a special order item. A single peice of scotch tape on the box and it is brand new and completely resaleable. It could go right back on the shelf where I got it. The 15% restock fee is a total ripoff. The policy is obviously designed to fleece customers and put money into the pockets of Sears... I felt it was wrong and I felt ripped off. The clerk giving me the refund said that is Sears brand new policy (2 months ago or something like that) and they can call the store Manager if I want. So I say, fine, call the Manager... I'm thinking to myself, "hopefully this can be waived for just this once". I nicely explain to the store's head manager how I have a large toolbox at home filled with literally thousands of dollars of craftsman tools, and so does my father.. he always bought Craftsman tools... I am a second generation loyal craftsman tool customer and I think this 15% restock charge is unnecessary considering the item is perfect, carefully returned in the original packaging and can go directly back on your shelf. She will not budge stating the policy AGAIN and telling me if they did it for me they would have to do it for everybody. (15% restocking fee is only $3 lousy dollars on this item)... I ask one more time, explaining that I will need to purchase an air compressor to do this operation, and I would like to give Sears my business. She states the Sears policy AGAIN to me... She obviously could not care a single bit less about me as a Sears customer. The $3 that Sears jacked me for was way more important to her than keeping a loyal customer who was in the market for a large item purchase. I told her I would shop for an air compressor elsewhere... as I walked off towards the door she called out the obligitory and insulting "Have a nice day" to my back. As this whole conversation was going on, all the other clerks had gathered 'round and were listening intently, in anticipation that I would be told off by this first class royal ***** of a McManager that Sears has hired to make them a shady $3 and cost them a lifelong customer.

I will NOT be buying anymore Craftsman tools.

Alternative tools are available for cheaper with the same warranty from Lowe's or Home Depot. Even Autozone's "duralast" line of handtools carries the same no-questions replacement warranty. I have had several Craftsman power tools fail on me and they are usually of questionable quality anyway.

I recommend everyone here on PY to shop somewhere other than Sears for tools, and anything else for that matter.

I am considering writing an official letter of complaint to Sears about this.

[rzrektd]

Check your receipt to see if it calls out the 15% restocking fee. If it doesn't go back and ask again. If they do not give it back report them to the BBB.

[kookykrispy]

The BS 15% restocking policy is stated on the back of a sears receipt. The manager could have easily waived it. Ripping me off for a lousy $3 is worth more to Sears than retaining a lifelong customer. F sears in the Face!

[rzrektd]

Yeah she could have, but what message does that send to her retail teammates? The only message it could send is it is ok to break company policy.

I am not saying it is right or wrong, but you definitely made me choose where my purchases are made. Thanks for the heads up.

[kookykrispy]

Yeah she could have, but what message does that send to her retail teammates?

The message is that pocketing a lousy $3 and then telling me sacastically "have a nice day" to my back... is far more important to Sears than retaining a lifelong customer.

I hope they choke on it. I'm shopping elsewhere for my tools from now on.

[BILL BOWMAN1]

I have a Craftsman push mower, that M*&%ER F@(%ER is the hardest to start piece of S**T I have ever owned. The bag falls off about ten times per yard cut. I also have a yard vac, same story. My elbows are shot from having to spend 25 pulls to get them started every time. I don't have enough time to type about all the Craftsman products I have returned or just threw in the dumpster. I hope they go under!!!!!!! JUNK

[steve v]

Doesn't Kmart sell craftsman tools now? Just buy them from there, no restocking fee involved.

From a business perspective Sears is probably trying to get all they can even on a lost sale/return.

How would they have handled it if you claimed the part was defective & didn't want another replacement tank?

[Glenn]

Sears motto is "Satisfaction Guaranteed". Many years ago I tried to return something to Sears and was given a hassle. I asked for the store manager and demanded a full refund because I WAS NOT SATISFIED and Sears guarantees my satisfaction. I got the full refund.

According to the policy posted below is that they will only charge a re-stocking fee if the merchandise is "not returned in the original box, unused, and containing all original product packaging and accessories".

I once tried to purchase a "gift card" at Lowe's using my business check. I was told that they don't allow gift cards to be paid for by check. I spoke to the stores assistant manager and they refused to waive the store policy. I went to Lowes Corporate business site and found the name of the Vice President in charge of store operations. I wrote him a letter with my complaint and a couple of weeks later I got a personal phone call from the Vice President and another from the local store manager with an apology. Since then they changed that policy.

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Satisfaction Guaranteed or Your Money Back
Our goal is that you are completely satisfied with your purchase. If for any reason you are not satisfied, simply return your purchase in its original packaging, with your receipt within 90 days of your purchase, 30 days for Home Electronics and Mattresses for a refund or exchange. If you are not satisfied with your purchase after these time periods, please let us know. Your satisfaction is important to Sears.
A 15% restocking fee applies on select Home Appliance, Home Electronics, Home Improvement, Household Goods, Lawn & Garden, and Automotive products not returned in the original box, unused, and containing all original product packaging and accessories.
Special orders cancelled after 24 hours of purchase are subject to a 15% order cancellation fee
Include the Order Confirmation e-mail, print out of your Order Status page, or packing slip. For return options and instructions for mailable and home delivery items, see our Returns Options. Shipping and handling charges are not refundable. For additional questions on sears.com returns or order inquiries, email [email protected].


No Hassle Returns
If you are not completely satisfied, you can return your purchase to any Sears store or send it back to Sears.com.*
Click on the Customer Service link at the top of the page for specific details.
* Excludes Auctions, Parts Direct, "Sears presents..." and Sears licensed partner websites.

[redline88]

purchased a craftsman mower in '93, still starts on the first pull.

[blkcrow]

With the quality of tools plummeting at sears Im finding that buying my tools from auto parts and hardware stores is a better way to go.No hassles and no freakin junk!-anybody noticed how crappy a ratchet mechanism or any other hand tool is from craftsman compared to a few years ago?-pure junk in my opinion.

[kookykrispy]

The 15% restocking fee is a new policy, only a couple months old I am told. It is obviously designed as a rip-off and it applies to ANYTHING in a package. This manager was a total Beatch and would not deviate from the BS policy. The air tank was in all the original packaging and could have been easily resold with just the application of one peice of scotch tape. She did not care at all. Boycott Sears.

Craftsman "professional" weed trimmer: failed within a year.
Craftsman sawzall: failed within 2 years
Craftsman Mig welder: still works, but is junk and is falling apart. No parts available at the welding supply. Available only from Sears by special order.

I will shop at Lowe's, HomeDepot, Autozone, PepBoys, or Checker for tools from now on. There is never a hassle with returns or any kind of bogus restocking fee. The above stores give me a 10% military discount. Another thing sears is too good for...

[mitchgto]

Bought a torque wrench from sears, used it twice and it broke, wouldnt register the right torque settings and ended up breaking a bolt because it wouldnt "click" at the right point. Took it back to sears a few months after buying at and figured I'd get a replacement because it was a "craftsman". Got to the register and they told me that they no longer have lifetime guarantees on torque wrenchs. That wasnt the case when I bought it I told her, got the manager and he read the same scripted line. Screw sears, wont buy there again if I can help it.

[Ziggy]

I had a similar situation at Sears about 4 weeks ago with a "packaged item". I bought a manually operated valve spring compressor to remove some springs in one of the heads I had lying around the garage. I could not get the correct leverage on the tool and break the valve seat seal to get the job done and figured I would order the one I really wanted (air powered) from the local auto store.

I returned it to Sears (next day) told them "there is nothing wrong with this item but it wouldn't do the job ." And, they proceeded to tell me there would be a 15% stocking fee. I complained to the kid behind the counter. He eventually told me he did not even know what this tool was used for. He continued to tell me that if the part was "OK" and it didn't work as I expected, I'd have to pay the re-stocking fee. He then said, "However, if you tell me the part is defective, I can give you a complete refund."

He told me it was one of the most stupidest rules that Sears has made, but he saw me in there before and decided to tell me the ins-and-outs of their new policy. He filled out a form indicating that the part was defective, gave me the refund and I was on my way. Just last week, I was in their store again and the same part was in their "special sale bin" for less than a third of what I originally paid for it. .... Go figure!

Incidentally, my father went into his local Sears with a craftsmen wrench that broke. It was about 40 to 50 years old. They told him they would exchange it if he could produce a receipt showing that he bought it at Sears and not from ebay. My 80 year old father proceeded to tell them that he bought this wrench before they were born, before there were even computers and credit cards. He then walked out and told the manager he would never return again.

[SRR]

Not to defend Sears but i think they are adopting this policy because a lot of people "buy" something, do the job and return it saying they weren't satisfied or it was defective in effect using them for a rental center. A friend of mine who works at Home Depot said he see's this all the time and it pisses him off. Just two days ago I went to a Sears "Repair and service" store to try to get a repair part for my Porter-Cable sawzall (Sears sells this brand) and the kid behind the counter said he needed the model number. I had the exploded view diagram WITH PART NUMBERS in my hand with the model number clearly printed at the top of the page and he said that wasn't it and I needed to go get the full model number of the label of the saw. The part I needed for it was common to all the saws with a quick release and he said he still couldn't help me. I ended up going to a small electrical tool repair shop and with him barely looking at the diagram he walks over to his parts shelf and asked "How many do you want?" Moral of the story? Support your Mom and Pop type stores!

[SRR]

I have a question, do Sears employee's still work on comission? I used to get mugged when I walked in there now they act like you are bothering them when you need help.

[Brian Baker]

A little off topic, but what made you think a small, portable air tank was going to pressurize the cylinder with enough volume to hold the valve closed while you replaced the valve spring? And even if it could, didn't you ever condsider the leakdown past the piston rings? You really need a compressor with enough storage volume to keep up with the constant demand of keeping the cylinder pressurized to do this type of job.

[rzrektd]

The message is that pocketing a lousy $3 and then telling me sacastically "have a nice day" to my back... is far more important to Sears than retaining a lifelong customer.

I hope they choke on it. I'm shopping elsewhere for my tools from now on.
Let me answer this from Sears perspective (again, not my perspective). They are not looking to screw you for $3. They have a business to run. They are looking to pay for restocking the item. When you are buying an item, do you pick up the item that has looked like it has been returned? Not many people will. I won't. So then they have to repackage the item if it does not sell. Also consider that they have to pay someone to open the box, verify contents, refund your money, pay for the electronic transactions debiting your account. That stuff adds up. As far as doing business, I think it is unethical, but understandable if someone wants to have that as their store policy. Most people are looking for the "Cheapest" price anyway and things (good faith policies) get cut.


As far as the comment, I agree with you. It was not needed and was made only to piss you off. You could have taken name and reported it do the district manager and asked for written apology and you would go up to the store for the person to deliver to you in person.

Keep in mind that kmart owns sears or vice versa now. Expect crap and bad policy.

[rzrektd]

How would they have handled it if you claimed the part was defective & didn't want another replacement tank?

If it were defective, they would not have charged the restocking fee because the return is justified. Yes satisfaction was not had, but not on Sears' behalf. Should it be ok that I buy 15 different air compressors, try them, and then return the ones I don't like? Well it should be, but to curve me from doing it, they put a restocking fee in place. Again, they are paying someone to handle the items a second time when I return them. These same types of charges occur every day in manufacturing. Only seldom does the consumer experience it.

[kookykrispy]

I returned the item as new in the original packaging. A peice of tape had sealed the box on the top, which I cut with a knife. Another peice of tape would have resealed the box and it would have been saleable as new. I was careful to replace all the original packaging and I showed the manager how everything was in place as purchased. Obviously she didn't care and instead chose to charge me the fee and make a petty comment to my back. It was a judgement call, and the $3 fee could have been easily waived. I felt it should have been... I guess I could have lied and claimed it to be defective, but I will not stoop to dishonesty.

They have lost a lifelong customer to make $3... good job Sears... way to adopt KMart's policy's... Didn't K-Mart go out of business and then was bought by Sears? Maybe Sears will go out of business too. I give them about 5 years if this is how they continue to treat their customers.

[rzrektd]

I returned the item as new in the original packaging. A peice of tape had sealed the box on the top, which I cut with a knife. Another peice of tape would have resealed the box and it would have been saleable as new. I was careful to replace all the original packaging and I showed the manager how everything was in place as purchased. Obviously she didn't care and instead chose to charge me the fee and make a petty comment to my back. It was a judgement call, and the $3 fee could have been easily waived. I felt it should have been... I guess I could have lied and claimed it to be defective, but I will not stoop to dishonesty.

They have lost a lifelong customer to make $3... good job Sears... way to adopt KMart's policy's... Didn't K-Mart go out of business and then was bought by Sears? Maybe Sears will go out of business too. I give them about 5 years if this is how they continue to treat their customers.

I am sorry that a company that you have given much business to upsets you like this. Again, I wouldn't adopt this policy for this reason.

[Kron]

Sears is long gone from my list. A couple years ago they started charging me a "finance" fee on a card balance I had already paid off the previous month. I called the "customer service" line and the idiot told me don't worry about it we will delete it from your account. The next month I get another bill with the finance fee and interest and a late charge! Those bastards are scammers, plain and simple. They lost a long time customer. I think they suck and I'd rather roll up my money and smoke it before I would spend another dime at that store!

Kron...

[CraigGT37]

I bought an air compressor from them that was a return,the manager told me that it was used and brought back because it wouldnt start.They tried it and it worked so they resold it(telling me they thought it was used for one project then returned).When I bought it they told me it had the same warrenty as a new one.I got it home used it once and the pressure valve was bad -wouldnt restart when air was used-took it back they tried to tell me that they had to fix it because it was used and they didnt know how long it would take.After arguing about the warrenty they finely gave me a new one.
I have taken ratchets back and they gave me a rebuild kit instead of replacing the whole thing.Poor replacement policy to me.
I have a Snap-On ratchet that was my grandfathers during WW2 that the guts were rusted,the local dealer had to call Snap-On to find the parts to rebuild it and had it done with no questions asked.
More reasons not to buy at sears.
Craig

[Bull]

My father has been having all kinds of trouble with his one year old Craftsman snowblower, and then with the company honoring the provisions in the warranty.

I am glad to note that the lawn tractor I bought several years ago still seems to work ok. But, I, too, have decided to switch to a different tool supplier because of decreasing Sears quality. I have been impressed by the look and feel of Kobalt tools and toolboxes.

[INJUNTOM]

i'm still butthurt from the 40k + that i've spent with Mac and Snap On :D

[dragula81]

To quote financial guru Dave Ramsey "Sears is a credit card company with a bunch of stuff sitting out front".
He has given some financials several times of the money that Sears makes off of credit cards versus their storefront merchandise and the difference was unbelievable. :rolleyes: They don't care about the walk-in customer anymore as long as the credit card bill is paid every month.

["Puddles the Pontiac"]

customer service, in general, has gone by way of the dodo. if not totally, very nearly. here's to hoping that it may one day return.

[Colin]

As far as Im concerned Sears can stuff it................I will NEVER buy any more of their junk tools. My last Crapsman ratchet bit the dust over the weekend, its less than a year old (its one that I got when I traded in the one that broke before it). Never was abused or used for anything that it shouldnt be able to handle.........just another junk tool. I have a made in Taiwan ratchet that I have been using for 4 years (Bench Top brand) that is still as good as new.
Its hard to find a reasonably priced GOOD tool.

[mrrat1]

I just returned a electric grinder, no reciept, barely boxed for a store credit. They had to give me the lowest price for the item which was what I paid $89.99. They last big purchase was a 42" hgtv, which went on sale three weeks later. I had to get store MGR but was given credit back to sale price $132.00. I had purchased a small compressor started without putting oil in it! I returned it and got a new one no ???. So I can say I have been treated more than fairly. Dave K.

[TJH]

Two things coem immediately to mind:
1) When that worthless manager gave you no satisfaction, I would have gotten her FULL name, and employee number. Then, I would have requested the corporate headquarters address, and company president's name. Then I would have informed her that I would be writing a very detailed letter to her upper management, explaining how this trivial amount has now effectively alienated a long-time customer, and lost them untold thousands of dollars in business. And, in closing, I would have told her to have a real nice day, since I was going to do everything in my power to make sure that she was about to experience a career path re-orientation.
2) Or, if you didn't want to do all that, simply reply, when she told you to have a nice day, "Go f*** yourself, bi***". All of her underlings watching would be laughing so hard, they wouldn't be able to control themselves, and she effectively would never again enjoy any amount of respect from them, whatsoever. In short, her effectiveness as a manager would be pretty much destroyed. It would still have cost you the $3, but you would have felt much better...

[PunchT37]

Doesn't Kmart sell craftsman tools now? Just buy them from there, no restocking fee involved.

From a business perspective Sears is probably trying to get all they can even on a lost sale/return.

How would they have handled it if you claimed the part was defective & didn't want another replacement tank?

Correct. Sears and K-mart are the same company now. My buddy just quit Sears after 15 yrs. I think the rules for re-stock prolly came in after the k-mart merge.

["Puddles the Pontiac"]

i think someone has had a problem with every brand of tool at some point. as i reffered to earlier, this is a customer service deal. and that takes place at the lowest level of the ladder. i personally havnt had any issue taking tools back to sears. but the people at my local store are very friendly. just depends what kind of people are working there i guess. they even plugged a hole i had in a tire, in the service center, for me free of charge.