Craftsman
Reviews and Complaints

Edward S. Lampert
Chairman of the Board
Sears Holdings Corp.
3333 Beverly Road
Hoffman Estates, IL 60179

February 23, 2010

Dear Mr. Lampert,

I am writing to you to express my displeasure and frustration trying to resolve a problem with a broken cable with a Craftsman 9hp, 28” two-stage snowblower purchased about 5 years ago.

Two weeks ago, the cable that controls one of the chute directions (left-to-right) broke. I contacted Sears to order a replacement cable and was told it would cost $100. The reason given was that the cable is part of an entire chute control assembly. Therefore, a $1-5 item would cost $100 – a price that is about 1/8th the price paid for the entire snowblower.

While I clearly understand there maybe manufacturing advantages if someone purchases complete components and then assembles the full unit from those components. To not allow replacement of items that can readily break leaves the cost to repair a small component out of this world! I am struck by the cost to repair this cable and felt you needed to know that this customer thinks this approach is unacceptable.

I have been a big fan of Sears – buying my washer, dryer, dishwasher, two refrigerators and many other household products from you over the last 3-5 years. This once good relationship is called into question if the products I purchase cost that much to repair. I trust you fully understand that the true cost of ownership for a customer is not just what they pay upfront. It involves maintenance and replacement parts.

I would ask your office to look into this issue and recommend a more appropriate solution to fix my snowblower. Needless to say, it is still snowing in this part of the world and I would welcome a quick resolution to this problem.

Sincerely,
Mike

PS Model # 247.88790, Serial #1I284B10500002, & record #129728.
PSS I am also attaching the email communication with your staff – which is another matter entirely. But, I share this with you as well as I trust you too will find a training moment exists.

Sears used the wrong part on my Snowblower. Repair lasted 5 minutes. Then they would not refund my money. Actually, they waited just over a month to tell me that last part. My theory is that they try to bypass the credit-card charge-back period (which I have now proceeded with).

I have noticed that Sears does not seem to care about the hundreds of blogs I have seen complaining about things. I have decided to take a different tactic - a catchy rap about my various problems with Sears on YouTube:

http://www.youtube.com/watch?v=kj9NnUocvtw

I think some media attention would turn up the heat.

Today, my husband bought a Craftsman Air Compressor Inflator at a total cost of $47.24 including Va tax.

Upon opening the box, all accessories mentioned outside the box was NOT inside the box - 6 items as follows:
1. 8-ft/2.44M air Hose
2. high flow attachment
3. 3 nozzles
4. collar
5. inflator nozzle
6. sports needle

I already called the store where it was purchased, we have 90 days to return with original receipt. I am sending this email to serve as record of the incident.

To whom this may concern

I'm Jim Turner and i purchased a craftsman snow thrower back in 2007 from sears hardware located on Dorothy ln in Dayton Ohio, since i've had this thrower it has been back to the repair center this will be the fourth time for the same problem throwing oil wont stay running.

I used it twice this season on my g-friends and a friends moms concrete driveways, it throw oil all over these two driveways i didn't notice that is was leaking and throwing fluid until after the fact, i don't know how i'm going to get the oil out of these two driveways the driveways are not that old.

All i'm asking is for someone on a corprate level to please help me with this problem they won't replace the thrower they just want to send it out for repair again, i have only ever used craftsman products and am a long time customer of the sears stores.

The manager at the store was very helpful but her hands are tied, can someone please help me with this problem i don't feel comfortable using the same thrower anymore, i would like for it to be replaced and help with cleaning the two driveways. Please help me.

Thank you for your time and consideration in this matter. Jim Turner p.s. i don't have pictures the only proof i would have would be the repair centers records.

Hello, I have a Craftsman 10" Table Saw model number 137.248830. This saw cost me about $180. I bought it to do some work on my old house, since then it has been in storage. I have always had trouble with this saw making square cuts and so I decided to try to align it so that I can use it for wood projects.

I have followed the alignment procedure in the manual and it turns out that this saw is sooo far out of alignment that the alignment screws won't turn far enough to align the saw blade and there seems to be no way to adjust it further. It seems to me that the dentition of a table saw is a device that cuts wood squarely. This unit is an utter failure since it is incapable of performing even the most basic job called upon a table saw.

I have tried to get help from Sears but they referred me to another number for repairs who told me I would have to pay them at least $90.00 for a technician, which is half the price of the saw. This repair line isn't even with Sears, but is an outsourced company. I asked them if they at least have a customer support/technician number so I can talk to someone on the phone regarding this. They said 'no' and referred me to a website that only has manuals and doesn't answer technical questions.

I think there should be a new definition for Craftsman: tools that are completely incapable of doing the job made by a company that just doesn't care.

I purchased a Craftsman Model#[protected] Serial# 754712521268C approx. 2 years ago. It worked for 1/2 the first winter. Mechanically it was fine. The outside of this snowblower is made of hard plastic and the scapper blade has broken twice which requires the entire housing that incases the motor to be replaced. Sears repair says they have had this problem on lots of these snowblowers but there has been no recall issued so they want to charge $232.00 each time it breaks. I have paid for this to be fixed twice so I could have bought a new snow blower already. This is not acceptable. This is a defective product and I want a new all steel unit or my$ 400.00 back. I will keep after Sears management untill they do something to make this right. I am in sales and this kind of thing is what I do om a daley basis. I am going to bring my defective snowblower back to Sears Oakbrook and tell everyone in the store not to buy thier defective crap. It will be on full display so everyone can see just what Sears is trying to get away with. I have purchased quite a few appliances from Sears over the years and now that all comes to an end because of the crappy service I have recieved.

I broke a craftsman "professional" magnetic screw guide. It costs all of about 6 dollars brand new. I tried to return it under the Craftsman lifetime unlimited hand tool warranty. Sears hardware tried telling me it is not a hand tool? Well it certainly is not a power tool! Left in disgust went to another Sears. Was told oh that is a high impact item so that has no warranty? That was the whole reason I went to Craftsman in the first place and didnt spend more on a Dewalt was for the warranty! Drive to Sears number 3 and was told "Craftsman lifetime warranty is no longer honored like it was before. Since KMart has bought them out they have become really cheap." So basically from what I get is really Craftsamn is KMart now? Wow wasnt there a reason they went bankrupt? Anybody want to buy a huge load of Craftsman tools? They have a lifetime warranty of convenience! So mad I ever bought ANY of their tools now. Im sure I will be back when I try to replace my broken craftsman shovel.

On 10-13-09 my boyfriend and I went to the Westgate Mall in Amarillo, TX to Sears in order to purchase a brand new 18 in gas powered Craftsman chainsaw. I did just that, verify salescheck # [protected]. We traveled the 20 miles home only to find that the new saw leaked oil bar oil like a sieve and would not remain running. We made the 20 mile trip back to town to exchange the saw, a disappointing and frustrating incident for the time wasted and the gas used in making a 40 mile round trip. We went to exchange the saw BUT I also wanted a replacement for the $4.99 can of premix fuel we had put into the defective chainsaw...apparently there was a problem with that since the cashier said an opened item could not be exchanged or replaced...the ITEM was open because it was IN the product we had to bring back. The cashier attempted twice to get a manager to make an appearance in order to ok this procedure...the manager never showed up. The cashier did an exchange on the saw verify salescheck #[protected] and also a replacement for the premix gas verify salescheck #[protected]. As you might guess, I was not about to drive 20 miles to the boyfriends house only to find a problem with THIS saw so we went to your automotive garage where the gentlemen working there were EXTREMELY nice and helpful...apparently they understand customer service? Anyhow, once again the saw leaked oil everywhere and not only did it not remain running well but TWICE the chain actually came off the bar...if you have ANY clue as to how chainsaws work, you will realize this is a safety issue? Being totally disgusted with Craftsman at this point, we took the saw back and got a cancellation on my credit card for the purchase of the saw, verify salescheck # [protected]. I did not even ATTEMPT to retrieve the $4.99 for the can of premix fuel in the SECOND saw since it took an act of Congress to get the first one replaced. I filled out the feedback form, and not in a positive way which was on one of the receipts and got a call from someone saying he was a manager at the Amarillo store, although not the department (Home and Garden) where this incident occured. He called me on 10-17-09 and I told him what I am writing you. He apologized but that was about it. Being a "follow-up" kind of gal, I went back to Sears last week, 10-19 or 10-20 to see what, if anything had happened. There were two big signs on the doors to the bays of the automotive shop warning non-employees not to enter. Apparently the chat with the manager got those automotive employees in trouble for trying to assist me? We went to the gentleman who had sold us the original saw and my boyfriend asked him, "I suppose you heard about the problems with the chainsaw we bought here last week"? and the cashier looked perplexed and had not heard a word. I am assuming no investigation or follow up was done there either? Seeing as someone, myself or my boyfriend, could have been seriously injured, and for sure we were not thrilled with the product, I was just expecting a little more other than chastizing the few employees who attempted to help us.

I received a Stainless Tool Box brand new from Sears on July 3, 2017. I sent an email about this issue the same day and have not heard back fron Sears. On the Craftsman website it says that they will respond in 24 hours. It's been almost 1 month with no response.

There are many issues with the tool box I received.

Bad Quality Control.

1. There is a ding on top of the box.

2. The Craftsman logo was broken on the left side. It was hanging.

3. There is a noticeable spot weld showing on the right side towards the bottom.

4. There is a big dent above the handle on the right side top left.

5. The sticker on the front left is the wrong sticker. It should say " Ball Bearing" not Ball Bearing, Grip Latch". This is not the "Grip Latch" model.

This should have been sold as a "seconds" or "slighty damaged". I paid for a new tool box. This looks like a "C Conditon Model".

It took me about 26 days to receive this tool box. I do not want to return this box. It would be to much of a hassle to return the box. This item does show out of stock on the website. I do not want to wait another 26 days plus how ever long it will take to receive another tool box.

Year befor last I purched their elect trimmer and the warranty. The trimmer would not hold a charge, so I took it back the next summer and was told they were having lots of problems with them...so they exchanged it, but the warranty would be used to get a New One! This summer got it out(haven't used it but about a dozen times altogether), charged it up and it was dead in 15 minutes! So I thought it was in need of a longer over night and next day charge...wrong! Charge lasted maybe 15 minutes and it just gave up. I called the store 9 times before I got "The Store Manager" who assured me he'd call me back in 30 minutes. That was over 3 hours ago and no call! All they have to do is pull up my information and check it to see which one I have etc. NEEDLESS TO SAY, I WILL NOT BE BUYING ANOTHER FROM THEM~~! They have gone to a "fully" automated system and it's like pulling hen's teeth to talk to a person. I have never been so frustrated...Sears has really been a disappointment the past few years with purchasing their Craftsman items. And the Service is NO longer there. Customer Service is a thing in the past for these guys! ...STILL WAITING FOR A CALL~

I have had my lawnmower in the repair store for three weeks. I call after 1 week and the store replied that the tech was reviewing. The repair store then said it has a crack crank shaft, I told them a wanted to make sure they are goning to repair the wire that broke off, and that is why the mower was in there and I will pay for the other repairs. No tech call me back. I called the store another week and they said the mower was not in the store. I spook with karen in the port jeff store and she said the trucks come in on tues and thurs and said my mower was not in the store. I spoke with john 5 days later he said he had call, on thursday that my mower was done. I did not receive a call on thurs from john and I had been on the phone with karen on thurs and she informed me that my mower was not in the store, but if I wanted to go pick it up in melville, I can do that. I am a very unsatistfied customer, I will no longer ever shop in sears and I will also make sure I tell every one I know of the very bad treatment I received as a customer.

A few weeks ago, my new father-in-law graciously gave me his Craftsman 6.75 Lawn mower to help manage my new lawn. The mower was shed-kept, and stored 2 seasons ago. While it looked to be in great condition, and he assured me it would fire up right away, it would not initially start for me so I took it into the Sears repair facility in Springfield. I was informed they were running a “special” on tune-ups ($40.00). I explained that it likely needed some cleaning and a spark plug etc., and asked if they would install a new blade as well.
I received a call a week later stating the estimate was $135.00 and it would be ready for pick-up on or before the 12th. A few days later I received a second message stating the estimate was now $385.00 – for a lawnmower that costs $369.00 right off the show-room floor!(?)
I declined the estimate, and being a life-long devotee to Craftsman equipment and tools, bought a new craftsman 6.75 mower from the local Sears. I picked up the ‘un-repairable’ mower and brought it home. I’m new to my neighborhood, but I noticed that my next-door neighbor seemed to be working on mowers or weed-eaters often. I called him over and explained that the mower was likely shot, but gave it to him to use for parts and went about cutting my grass with my new mower. 15 minutes later, my neighbor rolls my “un-repairable” mower back over and it’s running like a top. He explains that the fuel line was simply clogged and demonstrates how it starts on the first pull every time. He insisted I take the lawn mower back and would not accept compensation for the effort.
Now, all of my colleagues at work strongly suggested that I register a complaint with Sears regarding this matter. I balked at this suggestion and decided I would store the new mower and use the old one. LAST EVENING, WHILE CUTTING MY FRONT LAWN, THE NEW BLADE (THE ONLY PORTION OF MY ORIGINAL REQUEST FOR SERVICE PERFORMED BY SEARS) FLEW OFF THE MOWER AND WAS LEFT EXTENDING APPROXIMATELY 8 INCHES OUT OF THE BACK OF THE MOWER!
Having just purchased our first home, it’s unfortunate to think of how much patronage, business, equipment and tool purchases Sears and Craftsman will now forfeit as a result of this COMPLETELY FAILED CUSTOMER SERVICE EXPERIENCE!
Regards,
JimG

Chain saw was bought for christmas present and used one day and quit working, looked in manual then removed cover the air filter was in wrong and on looking further metal shavings through out. Took back to Sears and they would not help me refered me to service department store. Once there they say can not do anything for you because passed 90 days. Plus if there is metal shavings not covered anyway. I Ask WHY !, I was told passed 90 days, I explained was bought in cold of winter and spring is time to cut trees. Ask what about life time warrarnty was told its for tools only. A chainsaw is a tool for landscapers and wood cutters just because its not a wrench and I am not a mechanic my chainsaw is not covered. Its not like its been used months on end and cut hundreds of trees I CUT 3 small TREES ONE Day. Why is it money is spent to buy a product and if its NO good it doen't matter.

On Monday I went into the Sears store in Shelby NC 28150. In search of a lawn mower. The sales person Shannon Holland worked very hard in finding me a mower that would help with my disability. I explained that I was a Disabled Veteran and need a push lawn mower with electric start and self propelled. Shannon found a mower that was a used returned mover that was on clearance for $299.00 Model-71-[protected]-3524 Key start. Shannon checked the register and found that on the 14 of April they could lower the price by 10%. I said that if sears would give me 10% more off the push mower that I would by it. The problem is that I will be in the VA on April 5th and would not be back until the April 17th. Shannon was supposed to get manager approval to sell me the mower before Sunday April 5. Shannon was out sick today April 2, so I went to the Store Manager and explained my situation and showed Karen Manning the sears Lawn and Garden the customer preference card that explain the situation on mower. The store manager would not give me the 10% off knowing that I would not be around during the mark down of mower. I have been a good customer and all my purchases have been thru Sears for over 30 years. This store has been the worst ever in customer service. Would someone from sear approve the discount so I can pick up this mower before my operation? And if you have any other discounts that I can apply to this sale would be appreciated. Thank you and hope you can help me out to resolve as soon as possible.
Sincerely,
Gary Dickson
1218 Meadowood Dr.
Shelby, NC 28150
[protected]

Below is a reply to my complaint I emailed to customer service. I was referred back to the source that was unable to help me originally. It made me wonder if the guy even read my email. What has happened to customer service?

Dear Mr. Simpkins:

Thank you for visiting Sears.com, we appreciate hearing from you.

In order to obtain order information for parts, please contact Sears
PartsDirect at [protected]-PART [protected]) or order online at
Sears.com.

Thank you for choosing Sears for your product needs.

Jonathan L.
Sears Holdings Corporation

Original Message Follows:
Comments: To Whom It May Concern,

I recently purchased replacement parts for my Craftsman Lawn Tractor
Order # here. I made the order over the phone and spoke with an
associate. The parts I ordered were replacement part I thought I had
lost or may have been removed during a warranty repair. At any rate
after making the order I was out cleaning my shed and found the missing
part. I immediately called back to cancel the order but no one could
help me. I can understand in this day of technology how easily they
could enter my info on a pc and order it but could not cancel it in the
same day. I've cancelled orders with less established businesses with no
problems whatsoever. I realize if I had received the order and wanted to
return it the cost of shipping etc. but I would think if I called back
the same day it would be possible to cancel it. So now I have $63.00
worth of brand new parts in the box that have been shipped to me with
the only option being returning one $20.00 item (only item returnable)
and pay the shipping say $10.00 and recoup $10.00 of my $62.00. Needless
to say I am not a satisfied customer.

I have a set of stack-able Quiet Glide Craftsman Toolboxes. I had them for about a year and really only put them through light use. They sit in my utility room and store all my tools. Well the other day I go to turn the key on the largest box and the lock assembly fell apart. The part the key inserts into came right off the box, and the rest fell inside the box. Now all my tools are locked inside the box with no way of opening it.

The store first said to bring the whole box in. Do you know how heavy that thing is full of tools? Then they say there is no warranty on the unit. Now I'm stuck trying to figure out how to get my tools out without completely destroying the box. Once I do that, I doubt I will be able to repair the lock.

Great stuff from a brand that is supposed to mean "quality" huh?