Sears RETURN POLICY...

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I returned a broken Craftsman 3/8 ratchet the other day to my local Sears (Hackensack, NJ) and they gave me a used, piece of junk!I keep my tools in pristine condition.  I have two complete top and bottom boxes filled with Craftsmen tools.  I returned a ratchet that had a broken mechanism and figured I would just exchange it for a new one but to my surprise my Sears now gives you used, but rebuilt ratchets when you bring in a broken one.  I had an argument with the tool manager because I handed in a nice, shiny, new looking (but had a broken ratchet mechanism) ratchet and they gave me an old, rusted, piece of junk that was rebuilt (or so he says was rebuilt).  I threw out better looking tools than what they gave me!  I had no choice but to take it, but I am going to call Sears and try and get their return policy in writing to see if the manager was pulling a fast one on me. Has anyone else had this problem?  Does anyone know where I could get the craftsman Hand Tool Exchange policy?  Do I have to take rusted pieces of junk back for an exchange?  Anybody have any input?
Reply:You should have popped out the mechanism from the replacement and exchanged it with yours (at least the body would have been in good shape).  I havent returned a tool for a couple of years, but didnt have a problem...I just walked in, showed them the problem and they pulled out a sheet for me to fill out and gave me a new tool (mine was the 1/4 inch ratchet with a stripped gear)...I guess the K-mart merger had an effect on them...too bad.  Good to know, though.Last edited by smithboy; 03-22-2006 at 09:46 AM.Smithboy...if it ain't broke, you ain't tryin'.
Reply:Break the rusted piece of junk and take it back in; by then, they'll be able to give your old one back as a rebuild. Bob RosenbaumFormer PublisherPenton's WELDING Magazine
Reply:I have had the same thing happen to me.  They had a box full of "rebuilt" ratchets and none of them looked as good as mine.  I made them give me a rebuild kit and did it myself.
Reply:BTW - the really, really sad part is that it seems like the newer the ratchet the faster it breaks.  I never used to have so much trouble with Craftsman ratchets!  And, my dad's Craftsman ratchets from the 60's have NEVER stripped, even when I put a cheater pipe on the 1/2" drive when I didn't have a breaker bar handy!
Reply:Yeah Ive been noticing this problemmm the poor quality.  I am on the verge of sayin the heck with craftsman and going to snap on or matco or mac....im sick of the poor quality.  Dont care if its chinese mexican or american I dont need to spend big bucks to have somehting break and then i cant make no money cause I got a broken tool!  No I dont want someone else busted and rebuilt either.  I payed for a brand new tool not for a second hand thank you very much!!IF it Catches...Let it Burn
Reply:What I've always loved about Craftsman is the purity of their promise: guaranteed for life. I guess things change.For my non-professional status as someone who simply finds 100 different ways to gouge up his hands every weekend, I'm dedicated to the old-fashioned local hardware store that has managed to stay in business in the shadow of the big boxes. I buy all my hand tools there -- even if they do occasionally break.Bob RosenbaumFormer PublisherPenton's WELDING Magazine
Reply:I just called customer service at the "Craftsman Club" and the lady told me that she was under the impression that a hand tool was "guaranteed for life" and that when you returned it you would just get a new one.  She then gave me the number for Sears customer service.  I will call them shortly and post how I made out.
Reply:My trick at Sears is to 1st pull a new tool off the rack.   Bring it and the broken one to the counter and if possible, target the more incompetant looking salesperson.     Don't give them a chance to talk, just ask for the form to fill out.     So far, I've been able to get a new replacement tool each time.      Another thing I do, only because I dislike Sears so much, is to go to an occasional flea market or yard sale and buy old beat up crapsman (no that's not a typo) tools.   I take the old tools back to Sears to exchange for new, then sell off the new tools I don't need on Ebay.   I know it's not exactly ethical, but I figure they still owe me $400 or so after getting ripped of on lousy power tools.There are no small projects
Reply:That's why I buy Husky from Home Depot. Havent had to take a tool back but 1 time and I got a brand new one.
Reply:Sadly I've experienced Sears recent turn for poor quality my self.    In this case screwdrivers that dorroded before any extensive use.     Like mentioned before I can remember when my father would swear by Sear tools, and was not at all kind to them when using.   They did hold up though.Now his son (me) swears at Sears tools.    It is certainly sad to see where poor management will take a company.    So I'm also reverting back to using tools from manufactures targetting professionals.    Klien is good as are some others.   Haven't gotten to the point fo chasing the white truck with red lettering but it might just happen.There is nothing worst than a hollow promise, that is certainly what you get at Sears.   I supose you could always take them to courts if you could find the old warrenty statements.  ThanksDave
Reply:You are all very right.  The reality is sears was in bad shape financially for about the past 3 years and cutting every thing possible.  Their targeted tool customer is rapidly becoming the suburbanite that tightens a door knob, and changes the blade on the lawnmower once a year.  Not the hands on professional or intense tool nut.  You think these tools are cheaply made, just wait for the next truck you buy from Ford or GM after they get through cutting all the costs they can this year!
Reply:Originally Posted by orphan68That's why I buy Husky from Home Depot. Havent had to take a tool back but 1 time and I got a brand new one.
Reply:I just busted my Proto Blackhawk ratchet from the set I bought for $12.  There is a spring and pin that pushes the pawl up against the geared ratchet head.  Well, there was a sharp edge that cut a groove in the pin and now it sticks hard against the gear so the ratchet doesn't release.  I'll see what I can do about getting a new one on Friday.  At least it's not like the Harbor Freight ratchets that release when they break so you punch the nearest immovable object.  Last time that happened, I punched a 17,000lb generator and split my hand open.
Reply:Sadly I think Ford lost me as a customer about 8 years ago.    That after owning 4 Ford pickups that where pretty awsome.   Sadly quality slipped dramatically on the last one.So four years ago I made an even bigger mistake and purchased a Dodge truck.   Please forgive me!    In any event I think I will literally run this one into the ground and not purchase anything from the big three until I see signs that the management there gets it!What is it you may ask.    Very simply build a truck that holds up to truck users!!!!!!!!    If you must unbundle all the junk that comes with todays trucks and give us some thing that works - in both senses.   That is runs well and is something we can use to make money with or as someone else if fond of saying expand our Kingdom.   I mean if the trucks of 15 years ago could sustain 150 thousand miles without major repairs there is no reason for modern trucks to do any less.Sometimes I just wish I could obtain 100% control of one of these companies, it really isn't that difficult to do right.Dave Originally Posted by colemg01You think these tools are cheaply made, just wait for the next truck you buy from Ford or GM after they get through cutting all the costs they can this year!
Reply:Originally Posted by landmapperKobalt tools from Lowes claim to have a Lifetime "no hassle" Guarantee as well.  Though, I haven't had to take anything back yet.
Reply:I keep receipts.  It turns into a sickness if you don't get help early, though.I even have come up with conspiricy theories about fading ink on lifetime warranteed stuff.Smithboy...if it ain't broke, you ain't tryin'.
Reply:Smithboy...Go buy you a laminator and lamnate the reciepts.  This keeps them factory fresh.   You can also buy uv protected material so you don't have to worrk about sun damage.After you go out and laminate all your reciepts then proceed immeidately the nearest health care proffesional LOL!
Reply:Originally Posted by NJ PlowmanI haven't looked closely at Loew's yet, but I would imagine it is the same...
Reply:imagineer,I guess you got the right person, luck of the draw.  I just went to return a broken 1/2" Gear Wrench to Sears and they said since it wasn't a Craftsman wrench that I would have to mail it back to Gear Wrench!  I explained that I bought it from then (and I actually had the receipt!) and they said that they couldn't help me and that there was nothing they could do.  The invoice that had the Gear Wrench set on it totalled $956.89 in Craftsman tools, and they still didn't exchange the wrench...I weld just to keep my snow plows ready for next Winter!
Reply:Yeah I ran into sears return policy. I went to exchange a couple of rachets my grandfather bought for me years ago, His words were when it breaks just take it to sears and the will give you a new one needless to say I still have my ratchets for display purpose only because I was not taking the junk they were offering to replace it with. Being a mechanic snap on, Mac, and Matco have been my buddies they replace or rebuild all my stuff without a fuss.Will   Supports Autism Awareness                            My ToysBobCat 225 PLusMillermatic 130Miller Spectrum 300 CutmateEverlast Power Tig 185 Micro April is Autism Month .
Reply:I have been buying Craftsman tools for over 40 years. Most of my tools are comprised of stuff over 25 years old. They work fine. I have some new ones that are maybe 5 years old or newer and they are crap. Tolerances are bad and the ratchets break often. I have considered AutoZone tools (forget the name brand) but heard they are made by the same outfit that makes Snap-On. They look similar and carry a lifetime warranty also and there are plenty of those stores around. They actually look better and more comfortable to handle also. Just a thought on an alternative.
Reply:Is the brand Greatneck?  I have some of those and really like them.Smithboy...if it ain't broke, you ain't tryin'.
Reply:Originally Posted by smithboyIs the brand Greatneck?  I have some of those and really like them.
Reply:If there are people here looking for tools that can get buy without a local distributor I'd suggest looking at Armstrong or some of the others suppliers available through catalogs such as MSC, McMaster-Carr and the other industrial suppliers.   I've been pleased with Armstrong products but would be even more pleased if I knew where to get them locally.ThanksDaveLast edited by wizard; 03-30-2006 at 04:45 PM.Hey guys, I agree with ya´ll....I haven´t return anything yet, cause I buy cheap tools cause I don´t have the money and don´t use them that often...but that´s a BIG problem that is affecting our society today. The cars are the best example of what we´re talking about. We could see land rovers in Africa holding up all their live without having any problem and without maintenance. Nowadays not even the good old toyota will hold up for more than 2 years without going to the repair shop, even for small but stupid repairs. So the question is what can we do?....well we can ally and do something about it, or just talk angry about it in our forums. If I lived on United States I would get everybody together, sign a form to sears and or craftsman and tell them to change, or we woulndt buy anymore from the store. Hell, these companies can´t survivie without customers, and they´re not being what we need them to be. We´re the people and we have the power. Let´s not be "fooled" by the rich who wants to get richer stealing from us. And another good way of avoiding this is if you got a company, don´t do this. Youll just make the hole bigger. If a company would return to the good ethic and make things good, I know that everybody of us would be glad to buy from that company, and it would benefit from the excessive customers that they would have. World is ours,...amen (man tears almost come out of me  )REVOLUTION!(remember martin luther king)
Reply:HI elvergon;I understand wht you ar saying but you have to realize that Sears managed to manage itself out of existance.    It only exists today as a label/name owned by another company.   In any evnet part of Sears problem came from the very fact that people started to shop else where once the quality issues became vivid.   It is an example of survival of the fittest here in this country, once you go weak you go the way of the dinosaur.    Luckly there are options available for tools, infact many options.   So I'm not to concerned.   The thing that was nice about Sears of the past was that they where every where and if not there you could order from a catalog.    I'm not sure what their catalog is like now but I doubt many professionals or serious DIY's make use of them.You are right about tools being expensive too!   Around here I make it a plan to attend as many estate sales as possible.    Bargains are to be found if you get out of bed early enough.    Unfortunately the other big source of tools and tooling lately, around here, are businesses going under.ThanksDave
Reply:I´m not pretty sure that I get your point. I´m basically complaining about the "nowadays selling techniques" in which stuff are made to be broken, so you will need to buy another one. This is not Sears only problem or Craftsman but it is something that affects us all. I´m pretty sure that is my bad english, sorry if im talking about something else.
Reply:I heard not too long ago that Sears tools are now being made in China right along side their Champion brand. I recently bought an extra set of end wrenches and the 7/16 wouldn't fit a 7/16 inch nut. I had to force the 3/8 also. That was it for me. I will be looking at some of the other good tools out there that are polished and easier on my old hands. When I compare my really old Craftsman ratchets to the new ones it is amazing how crappy the new ones really are. With several vendors out there selling tools with life time warranties it only makes sense to shop around.
Reply:I've got to say that I believe part of the problem is cultural. Once upon a time, the masses wanted to buy good equipment that wouldn't break. So Sears (and others) produced it.Today, the masses want to buy the cheapest possible thing that looks just like the stuff that's so good it won't break. It's the same whether we're talking about hand tools, power tools, cars, bicycles or golf clubs. Name an item that does or did stand for quality, and Wal-Mart sells something just like it -- but cheaper and a lot less durable/powerful, etc. And Wal-Mart sells more of those than the original manufacturer sells of the good stuff -- if the good stuff is even still available.Case in point: I just bought my son his first bicycle. I know he'll grow out of it in a year, so I wasn't worrieed about getting anything that's going to last. I bought one at Target for $39. And I know it won't last; my duaghter's first bike came from the same place and it was falling apart after 18 months (which is OK, cause no way is my son going to ride a bike with white tires!).Something like 35 years ago, my father spent $99 to buy my first bike. We shouldn't have ANY expectation that you can get a bike today for a third that amount. By the way, when my daughters moved up to bikes they were going to keep for a few years, I went to the local bike shop and spent real money -- as I will for my son next year. But tghere are fewer and fewer local bike shops.And fewer and fewer dealers of quality tools.Tools as good as professionals want to use have become a niche item sold by niche players. And the mass marketers, like Sears, Home Depot, etcs. sell only those things that move the fastest. And what moves the fastest always seems to be shiny, cheap and inferior.Bob RosenbaumFormer PublisherPenton's WELDING Magazine
Reply:Bob,I do agree partially with what you are saying, but even if today's Craftsman tools were slightly inferior to the Craftsman tool of yesteryear I still would purchase if they exchanged them for new ones because there are still more Sears stores around than most other tool stores and they aren't as crowded as the Loews and Home Depots.  But now that they aren't exchanging them for new (even if the new ones are inferior to the old ones) tools I think I might go with my local MAC dealer.  It's a shame because my MAC dealer is 3 times as expensive as the same Craftsman tool, but less agravation has to be worth something too.  I just got two reply's back from Sears about the exchanging of tools with used and abused but rebuilt ones (I will post Sears Customer Service's reply here when I get back to my email at work) and it wasn't very customer friendly.  Basically they say they can give you the rebuilt used tool and there is nothing you can do about it.   Bummer... I weld just to keep my snow plows ready for next Winter!
Reply:I'm sorry to hear Sears & Craftsman's quality & service have declined so much, though I did expect changes after the K-mart buy out. I have a fair amount of Craftsman hand tools, but upgraded to SnapOn a few years ago and haven't bought any Sears for awhile. I will say the last Craftsman tools I bought were noticably less refined and well finished than the older stuff. Manny
Reply:I had a recent run-in with Lowe's return policy.  I had the $250 set of Greenlee conduit knock-out punches.  On the second job (5 weeks after their first job) the ratchet lost its pawl.  I stopped at the exact Lowe's I bought it from.  They even looked in their computer and saw that they sold one about the same time I said I bought it (5 weeks prior) but the manager REFUSED to EXCHANGE the obviously broken part on a brand new tool because I didn't have the receipt.  I was PO'd, big time!!By God's grace, I literally stumbled across the receipt the next week.  They agreed to now exchange the broken part, but I insisted on a full cash refund, and they now had no choice.  The manager was clearly annoyed, too.  Made my day!!
Reply:By God's grace, I literally stumbled across the receipt the next week. They agreed to now exchange the broken part, but I insisted on a full cash refund, and they now had no choice. The manager was clearly annoyed, too. Made my day!!
Reply:Thirty years ago I brought back a Craftsmen socket that had snapped when I was trying to loosen a bolt.  They gave me a hard time.  Have not been back since.  Sears also is the originator of the infamous electric motor " developes" bull sh*t.  They advertise that a three horsepower electric motor " developes" seven horsepower.  Of course, any electric motor will develope substantially more than its rated horsepower.  Just before it burns up!  These sleazy companies that advertise " developed" horsepower should be required to state how long the motor will put out the "developed" horsepower before it burns up.Frankly, I would not p*ss on Sears if they were on fire.
Reply:Whenever you guys have problems with the big guy stores, look up their customer service online and send them a letter complaining. I too have had problems with the local management and went over them. I have received a couple $100 gift certificates from the main office apologizing. They have even said that the local management should have handled it differently. I am not a complainer but sometimes it becomes principle more than money.I get P_ssed everytime I look in my tool box and see old Craftsman tools and then see the new ones. Junk, don't fit, and I have stripped the new ratchets without a helped bar on the end.Whoever posted here about their customer service response should post it here and let the rest of us complain to them, let them know that if they don't fly right we will take our business else where.
Reply:It is one hting to have a life time warranty on good quality tools but what we seem to be seeing here is that quality has also gone out the window.    So does it really make sense to go with a vendor with a lifetime warranty when the tools aren't that good to begin with.   A couple of years ago I went to to SEARS to buy some tools and truely regretted that decision.   the quality isn't there anymore.To be honest I'd rather buy a good quality tool with a warrantly limited to a few years than to buy junk that has to be swapped out constantly because it doesn't hold up to light use.    Thankfully it is still possible to buy good quality tools, without going the SEARS route or the Snap-on route at the other extreme.   Yeah the brand names change a bit and finding a local distributory might be a task, but in the end you get something that holds up and leaves you feeling safe.ThanksDave
Reply:>Maybe on household appliances, but not for the basic tools. I by tools mainly to do a job or get me out of trouble. Nothing worse than being out in the boonies and have a warranteed ratchet crap out on ya. The warranty won't loosen up a bolt. How about hot, tired, dirty, late Sunday afternoon and your cheap end wrench made in India pops like a sugar cube?? You can think about the savings as you wrap some electrical tape on your knuckles to stop the blood and grease from mixing and finish by chiseling an 1¼" nut off. If it's your second or extra whatever-it-is, great, buy a cheapo. Or if you plan on it being a sacrifice or token tool, buy a cheapo. If you don't mind running into town for those "free" replacements, buy Sears with a warranty. If it's your one and only or if it absolutely has to get the job done when you need it try for quality. Sure on big ticket items like a car, warranties can take the sting out, but I'd rather just have the dern thing run.
Reply:[QUOTE]So does it really make sense to go with a vendor with a lifetime warranty when the tools aren't that good to begin with.[QUOTE]Maybe on household appliances, but not for the basic tools. I by tools mainly to do a job or get me out of trouble. Nothing worse than being out in the boonies and have a warranteed ratchet crap out on ya. The warranty won't loosen up a bolt. How about hot, tired, dirty, late Sunday afternoon and your cheap end wrench made in India pops like a sugar cube?? You can think about the savings as you wrap some electrical tape on your knuckles to stop the blood and grease from mixing and finish by chiseling an 1¼" nut off. If it's your second or extra whatever-it-is, great, buy a cheapo. Or if you plan on it being a sacrifice or token tool, buy a cheapo. If you don't mind running into town for those "free" replacements, buy Sears with a warranty. If it's your one and only or if it absolutely has to get the job done when you need it try for quality. Sure on big ticket items like a car, warranties can take the sting out, but I'd rather just have the dern thing run.
Reply:[QUOTE=Sandy][QUOTE]So does it really make sense to go with a vendor with a lifetime warranty when the tools aren't that good to begin with.Maybe on household appliances, but not for the basic tools. I by tools mainly to do a job or get me out of trouble. Nothing worse than being out in the boonies and have a warranteed ratchet crap out on ya. The warranty won't loosen up a bolt. How about hot, tired, dirty, late Sunday afternoon and your cheap end wrench made in India pops like a sugar cube?? You can think about the savings as you wrap some electrical tape on your knuckles to stop the blood and grease from mixing and finish by chiseling an 1¼" nut off.
Reply:A little more ammo for the Sears bashing thread. A gentlman came into the shop today with this. I suggested taking it back as it is practically new. His response?--"Nah, It ain't worth the hassle, just weld it" We have a $35.00 min. charge. He said just do it. I did it for free---- Attached Images
Reply:From what I have been told is that kobalt tools are made by a division of Snap-on, also for those of you that have any broken Blackhawk,Proto tools, Ant w.w.grainger will replace them at no charge, only catch is you might have to wait a couple of weeks to get exact replacements as they dont stock everything . I use only Snap-on ratchets and aside from wearing two out from use, have never stripped one. Snap-on guy just said get a new one  for exchange off the shelf in his truck with no hassles at all.
Reply:I exchanged a broken ratchet at Sears but it was about ten years ago. The salesman just gave me a new one with no hassle. If they are now giving out used ones as their "lifetime" warranty, then the game is over for them as far as I can see. Sears could go out of business tomorrow and I would really not even notice. Their stuff is way down in quality and way up in price. They used to be the best but now, Harbor Freight gives you as much value. If a Harbor Freight wrench breaks, they will actually give you another new Chinese one. That beats Sears.Sorry, it used to be a great name. Not any more.
Reply:Originally Posted by imagineerI returned a pair of Kobalt 29/64" combination wrenches to Lowes because the chrome plating was coming off and they exchanged them without hassle or a receipt.
Reply:Originally Posted by LockdownI've been working for Lowes for 2 years and this is their policy: Get the customer in, to their product, and out the door A.S.A.P.  Doesn't matter what they want.  Like you said in "returns" they will not hassle you.  No receipt, no problem, looks like a item we carry, heres you cash back.
Reply:I have to vouch for Home Depot for sure.  My neighbor borrowed my 5 year old airless sprayer that I bought at Home Depot.  It looked like it went through a war after painting about 15 or more houses.  He broke it by punching a hole through the diaphragm trying to prime it, he's not easy on stuff.  However, he took it back to Home Depot and they replaced it no questions asked without a reciept even though he wasn't owner.  Now I have a fairly new sprayer.I found out later that the reason Home Depot is so generous is that they don't own most of what is on the floor as far as tools and equipment.  It's actually all there on consignment so they just send the returned units back to the OEM's.  I also found out that if the OEM's don't like the policy they can get booted from Home Depot.  I guess they use the all returns accepted via extortion methodology.Michael
Reply:Originally Posted by smithboyI keep receipts.  It turns into a sickness if you don't get help early, though.I even have come up with conspiricy theories about fading ink on lifetime warranteed stuff.
Reply:O.... and I forgot ....Since were bashing Sears... I have always bought sears in the past. I love my tools they make me money so I treat them accordingly.However I started very young and haven't really bought any hand tools (you know wrenchs, etc) in forever probably thirty years.Recently I needed another additional set to keep in the truck so I bought a complete open end wrench set from sears.The picture although not the greatest is of a Craftsman 7/16" wrench that was probably used twice. It's not even dirty or scratched yet. Notice the end of the wrench is broken off on the tip.The break looks like a piece of "Pot-Metal" it snapped like an old carburator part. I also have a 13mm socket that split down the side now I must say in fairness the 13mm socket has turned thousands of fasteners over the years.So I'm going to take them back to sears and I'll let you know what they tell me in a couple of days. Just for ****s and giggles ....Washman Attached Images
Reply:Originally Posted by WashmanSo I'm going to take them back to sears and I'll let you know what they tell me in a couple of days.
Reply:Originally Posted by purplewgWhenever you guys have problems with the big guy stores, look up their customer service online and send them a letter complaining...