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LockedSears returns on tools

posted on June 09, 2008 at 03:23PM Inappropriate?

for many years Sears was known for their tools and the reurn of them and having them replaced with no questions asked.

When did this stop?

I have tried several times to have a craftsman tool replaced and I continue getting the runaround and because of this....Sears will not be the place I purchase tools.

I want a place where we can get info on returns or replacements without the runaround.

thank you

replies: 46 latest post: April 02, 2010 at 09:05PM by AdamO
Displaying posts 1 - 20 of 46 in total
posted on June 09, 2008 at 04:03PM
 
i thought they still did this.
posted on June 10, 2008 at 07:44AM
 

I recently returned a ratchet that was damaged for exchange without any hassle.  This IS the reason I buy Craftsman Tools.  Curiously, though, there was a hunt for a refurbished version of the same tool.  Only when there were none of the same type was a BRAND NEW ratchet handed to me.

Satisfied.

posted on June 10, 2008 at 09:14AM
 
sears does still warranty hand tools just as always...the refurbished ratchets have all brand new gears and parts inside so I dont mind getting a refurbished one. plus hey it saves sears money so it makes the product cheaper which I think is just fine.
posted on June 12, 2008 at 08:51PM
 
Mandy - not sure what store you're going to, but Sears still replaces their tools without any issue.  If you get the run around about it, you need to ask for a manager.
posted on June 13, 2008 at 02:25PM
 
finding a replacement part for a craftsman tool can be a bit of a problem at times,I was told I could order the part thru the tool dept.,true or false.
posted on June 17, 2008 at 03:04PM
 
The only trouble I've ever had replacing a Craftdman tool is after I moved to TN. Had an old offset 1/2 x9/16 box end wrench and they said Craftsman quit making one like that and offered me a straight one. Had no use for that one as I had a set of them. Made the manager come down to tools and argued with him for a while but finally got him to call Parts supply and they found one somewhere and shipped it to me free of charge. Just have to be persistant with them and don't take any bull from them at all. Remember the CUSTOMER is ALWAYS RIGHT, especially at Sears
posted on June 22, 2008 at 07:54PM
 
i have two ratchet from sears,working on a car tire to get lug off i broke them ( 3/8 dr ) and i went to sears and walked and out with two new ones i used  a1/2dr on the tire and it worked
posted on October 09, 2008 at 10:40AM
 
Sears loves exchanging tools because it makes a repeat customer.  Yes, they do refurbish ratchets because it saves money, allows them to sell their products cheaper, and they are just as strong as new ratchets.

Sometimes problems arise, and I'll detail the main two.

Severe abuse - Sears probably shouldn't exchange tools that are severely rusted or abused.  People leave entire tool sets outside in the rain and expect Sears to exchange it all ... and many times Sears does it, but they shouldn't because it's abuse.  Sometimes people purposefully cut off the end of the tape in the tape measure to try to get a new one, sometimes tools are melted or cut to serve a particular purpose, and then they come into Sears expecting free tools.

Tools that are not made anymore - This happens every once in a while, such as with the Craftsman saltus wrenches, and there is not much a Sears employee (manager or not) can do.  They cannot forge one on the spot for the customer.  It's an unfortunate scenario, because not enough people bought said discontinued product for it to be continued but those that did purchase it are left without exact warranty coverage.  Best thing they can do is offer something similar

If you must complain, know that Sears is just trying to gauge the market and sell items that people will actually buy, this way Sears stays in business and can sell their products cheaper.  Either they could hold on to every tool they've ever sold, or they can sell what works.

The main question is, If you ran a business, what would you do?  If you had a lifetime warranty meant to cover the tool breaking under normal use ... would you accept millions of dollars worth of tool exchanges from people who abuse tools because they think the lifetime warranty covers irresponsibility?
posted on March 30, 2009 at 11:26AM
 
I work in the Craftsman Tools unit at Sears.

Whomever gave you the runaround is wrong, the policy is to exchange your tools NO QUESTIONS ASKED!. If it's rusty or melted or anything that's fine.
This is presuming we are talking about Hand tools however, power tools dont have a lifetime warranty.

Here's the Solution. If you need anything replaced and are having trouble Print off the letter in this link and have them read it.

http://consumerist.com/5183468/sears-clarifies-craftsman-tools-warranty

 



posted on March 30, 2009 at 11:27AM
 
In response to mandy8371's post from June 09 2008 03:23PM
I work in the Craftsman Tools unit at Sears.

Whomever gave you the runaround is wrong, the policy is to exchange your tools NO QUESTIONS ASKED!. If it's rusty or melted or anything that's fine.
This is presuming we are talking about Hand tools however, power tools dont have a lifetime warranty.

Here's the Solution. If you need anything replaced and are having trouble Print off the letter in this link and have them read it.

http://consumerist.com/5183468/sears-clarifies-craftsman-tools-warranty

posted on March 30, 2009 at 11:52AM
 
Thanks Mich, the only bit that I have to add is whenever a socket, screwdriver or garden hose etc is exchanged, the associate should keep the tag to prevent any unscrupulous returns for a gift card refund.
posted on March 30, 2009 at 10:25PM
 
Never heard of the 3 piece per day limit ... I'm used to people who wait a while for exchanges and come in with a bag full of sockets and ratchets from the shop!
posted on April 11, 2009 at 11:18PM
 

We exchange Craftsman lifetime warranted hand tools, at the store I work in regularly.

I have that "standard" finish deep-offset box wrench (one of last bags of wrenches being sold) and the correct immediate exchange would be a newer highly-polished deep-offset box wrench, of the same size.

I used to do ratchet rebuilding.

Besides being less expensive for Sears, the process also allows the rebuilding of YOUR ratchet.

Or, you can exchange your old ratchet for one with a similar amount of patina.

Bright shiny tools are wonderful to own.

But, they can look a little strange beside a golden-oldie set of tools.

Sometimes, all that is needed is a good cleaning (scraping) and some relubrication.

There's also an 800 number the store's can use to attempt getting older tools exchanged, that the stores no longer carry.

Like, a Craftsman screw starter tool (similar to the tack-lifter - with a screw on the end).

posted on April 11, 2009 at 11:20PM
 

Never heard of a pieces per day limit.

posted on April 15, 2009 at 10:10AM
 
In response to tads42's post from June 22 2008 07:54PM
tads42 said…
i have two ratchet from sears,working on a car tire to get lug off i broke them ( 3/8 dr ) and i went to sears and walked and out with two new ones i used  a1/2dr on the tire and it worked

Ratchets are not designed for this kind of torque. They are for high-speed removal of loosened fasteners.  A breaker bar should be used for high-torque applications.

posted on April 15, 2009 at 10:15AM
 
In response to thatmanguy's post from March 30 2009 10:25PM
thatmanguy said…
Never heard of the 3 piece per day limit ... I'm used to people who wait a while for exchanges and come in with a bag full of sockets and ratchets from the shop!

I mentioned this in another thread, but I know that in our area, we have a 5 piece per day limit, because there was a group of people who had stolen several drums of broken Craftsman tools, exchanged boxfuls of them at a time for new tools, returned without receipt, and sold the gift cards they received. This was many thousands of dollars in fraudulently obtained gift cards. This policy was not determined at the store level; it's district if not regional. Customers who have this situation explained to them understand and relate to how the bad guys ruin things for the good guys, and they don't want Sears to be a victim of criminals any more than they want to be victims themselves.

posted on April 16, 2009 at 09:21AM
 
In response to BlueCrewGuyInMA's post from April 15 2009 10:15AM

exchanged boxfuls of them at a time for new tools, returned without receipt, and sold the gift cards they received.

Always pull off the packaging on exchanges, especially sockets and screwdrivers. 

posted on May 08, 2009 at 06:25AM
 

The only Craftsman tools NOT covered (ever) by lifetime warranties are the power tools.

My old Jr. Highschool era Craftsman power tool manuals have limited warranties.

That's OK.

Pretty much all of the stuff is still working fine...

 

posted on May 08, 2009 at 06:29AM
 

I agree with the Breaker Bar post.

There was a time when Sears sold socket sets with a Breaker Bar included and NO ratchet!

Now, the reverse is true, and people's knuckles are paying a price (especially with pneumatic tools tightening fasteners).

I always purchase a 3/8 and 1/2 inch Breaker bar to go into my Mechanics Tool Sets' accessory compartments.

Ehh... Check to make sure the 18 inch Breaker Bar will fit. A 15 inch might need to go into the case, instead.

Anyone else own more than one 1/4 inch drive Breaker Bar?

posted on May 08, 2009 at 04:21PM
 
In response to madgolfer's post from April 16 2009 09:21AM

Oh, we do now. But they hit our store and several others. I actually started our store removing the packaging, because that eliminates the ability to return.

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