Sears Fraud Sears reneges on advertised tools.

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Well I finally heard back from Sears/Craftsman.  I was told by Deb Hoffman, SRD (Customer Service Manager) that their supplier Danaher/ILS would not engrave the tools in question.  No other reason given.  The tools that were not engraved are very similar to tools that were engraved - 39 sockets (approximately 100 sockets were engraved) 60 wrenches (approximately 30 were engraved).  No mention of the fact that ¼ of the advertised ‘Personalized Tools Set” would not be engraved.Next steps:Contact local news station consumer protection people = News at 11:00?Contact State Attorney General Consumer Fraud DivisionContact Federal Trade Commission Consumer Protection DivisionContact US Postal Service (Mail Fraud)Use the internet to enlighten people of Sears’ deceptive and fraudulent practices.If you feel inclined to help please email the following customer service managers at Sears and let them know:[email protected]@searshc.com
Reply:Next step:Move on.Engrave small items with Dremel tool and carbide ball.Not trying to be flippant, but since I try to mark almost all tools for identification; I guess I can understand that in a production environment some items would just not be possible or practical to engrave.Last edited by denrep; 12-08-2008 at 11:32 PM.
Reply:Originally Posted by reefera4mWell I finally heard back from Sears/Craftsman.  I was told by Deb Hoffman, SRD (Customer Service Manager) that their supplier Danaher/ILS would not engrave the tools in question.  No other reason given.  The tools that were not engraved are very similar to tools that were engraved - 39 sockets (approximately 100 sockets were engraved) 60 wrenches (approximately 30 were engraved).  No mention of the fact that ¼ of the advertised ‘Personalized Tools Set” would not be engraved.Next steps:Contact local news station consumer protection people = News at 11:00?Contact State Attorney General Consumer Fraud DivisionContact Federal Trade Commission Consumer Protection DivisionContact US Postal Service (Mail Fraud)Use the internet to enlighten people of Sears’ deceptive and fraudulent practices.If you feel inclined to help please email the following customer service managers at Sears and let them know:[email protected]@searshc.com
Reply:I think I would work my way up the chain in Sears before I'd do that, just to see where it got me.Maybe go to the very top, if you can find out who that is.Small Claims Court is another good option if you have the correspondence, claims et al in writing.
Reply:Sounds like someone making a mountain out of a molehole.Are you sure that Sears advertised that "ALL" pieces of the set would be etched.Some of the parts you mentioned before, such as ignition wrenches, wouldn't matter at all to an old guy like me.  Dang etching would have to be so small I couldn't read it anyway.My daddy taught me many moons ago that, a smart man chooses his battles wisely.Syncro 250 DX Dynasty 200 DXMM 251 w/30A SG XMT 304 w/714 Feeder & Optima PulserHH187Dialarc 250 AC/DCHypertherm PM 1250Smith, Harris, Victor O/ASmith and Thermco Gas MixersAccess to a full fab shop with CNC Plasma, Water Jet, etc.
Reply:Originally Posted by SundownIIISounds like someone making a mountain out of a molehole.Are you sure that Sears advertised that "ALL" pieces of the set would be etched.Some of the parts you mentioned before, such as ignition wrenches, wouldn't matter at all to an old guy like me.  Dang etching would have to be so small I couldn't read it anyway.My daddy taught me many moons ago that, a smart man chooses his battles wisely.
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Reply:What do you want?  At best you would be entitled to a refund of your purchase.  Then where would you be? The reason some of those tools are not engraved are probably because they are not made in the same factory.  In fact those particular tools are probably foreign made and the sets are completed state side in the factory.Denrep is right.  A dremmel is a cheaper alternative.  I too have read your posts. I didn't reply, because I didn't think it made sense to get so upset about something so small, particularly when everyone in this country seems to be having a hard time now with all the foreclosures, job losses, and other ills.   One thing you have educated me on though is that before I do business with you, I'll make sure I have a contract and a lawyer in the wing watching my every move.  No offense meant but certainly, step back, take a look at what you are so steamed about.  Is it worth it.  I know tools cost money. But the same tools you bought from sears can now be bought at KMart.  Does that tell you something?Danaher makes a great product.  The produce Matco, Armstrong (Which I have many many of their products), Kobalt(I have some Kobalts too but from when Snapon made them), Fluke, Craftsman, GearWrench, KD, Easco, Napa etc etc.  But not all their products are as good as others.    A few hand fulls of wrenches should only have a formal letter written of protest, a phone call or two, and after that if you are not satisfied, return them and state that their product was misleading.  Most companies get their act together at that point and will refund the money.Esab Migmaster 250Lincoln SA 200Lincoln Ranger 8Smith Oxy Fuel setupEverlast PowerPlasma 80Everlast Power iMIG 160Everlast Power iMIG 205 Everlast Power iMIG 140EEverlast PowerARC 300Everlast PowerARC 140STEverlast PowerTIG 255EXT
Reply:I started my tool collection at an early age.  My dad ran a body shop and the snap on guy was in every week.  Many of my early tools were freebee's or given out as a promotion.  He was always there for us when the tools needed replacement.When I entered the military, and was moving about, I started to build a sizeable collection of Craftsman tools, largely because I could get them replaced at any Sears store, regardless of where I purchased them.Craftsman tools (although maybe not up to say Snap-On standards) have always been good to me.  I have NEVER had a problem getting replacements, even when I abused the tools in a way they were never intended to be used.  As an example, I once had 3-5/8" sockets replaced at my local Sears store.  When the salesman asked me how I broke them, I replied that I had hit them with a 2# hammer (removing the pressed on retainers on an exhaust manifold of a small block chevy).  No problem.  Left the store with 3 new sockets.I probably have $10,000 worth of Craftsman tools in the shop.  They have all done the job they were intended to do.  No complaints.Frivolous complaints, such as those made by the OP (in this and other threads), can only serve to force Sears to relook their tool guarantees.  I think this entire thread (and the others) crosses the line between petty and rediculous.That's my .02.PS.  Anybody ever tried to etch a 1/8" allen wrench???Last edited by SundownIII; 12-09-2008 at 11:15 AM.Syncro 250 DX Dynasty 200 DXMM 251 w/30A SG XMT 304 w/714 Feeder & Optima PulserHH187Dialarc 250 AC/DCHypertherm PM 1250Smith, Harris, Victor O/ASmith and Thermco Gas MixersAccess to a full fab shop with CNC Plasma, Water Jet, etc.
Reply:Its the principal.  Sorry if some of you think this is trival.  All 99 tools can easily be laser etched.  I have received a bid to do this locally for $2/tool ($180).  Many of the tools that were etched were smaller that those that were not.  Sears' decision not to personalize these tools was arbitrary.  I made a promise to my son to give him a personalized tool set for his graduation.  I intend to keep that promise even if Sears will not.  I've already escalated my complaint as high as I can through Sears and met a brick wall.  Disclaimers donot protect a company from false advertising or fraudulent business practices.  I will continue to try to get Sears to honor the contract.However I will not post any more of this thread on this forum.  Again, my apologies to those who feel offended.
Reply:I think the point was missed that an engraved tool set was as a gift.  Some of the tools that apparently were supposed to be engraved were not.  I feel your pain, even though you will probably get nowhere.  I think you have a rightful complaint.I'm assuming it was sockets and wrenches that were supposed to be engraved and only SOME were.  If we're talking about allen keys, but all the standard wrenches WERE engraved, then I think common sense says allen keys wouldn't be engraved.Last edited by MAC702; 12-09-2008 at 12:22 PM.
Reply:I finally received some satisfaction from Sears.  Here is the last email I received .Dear Reefera4m, Thank you for shopping at Sears! We apologize for the inconvenience. We have received the photo you sent with your BBB complaint regarding your tool order. We do see the discrepancy in what was engraved versus what was not engraved. I apologize for any confusion I may have caused from my last response. I was advised that you had previously been offered a 10% discount. However, upon further investigation, I do not see that we made that offer. The lack of the previously mentioned discount offer coupled with the photo led us to the following conclusion: We will be happy to honor your request to compensate for the charges you will incur with your local engraver. I am unable to issue the credit directly as I do not have the proper access to the system. However, I am having a fellow supervisor issue a credit of $200 today. Typically, this will post back to your credit card in 3-7 business days. You should see it on your next 1-2 billing statements. Again, we apologize for the difficulties you have had with this order. If you have any questions, please contact us back at the number listed below or email us at [email protected]. Look for Great Ideas throughout the store and find Sears exclusive innovations from great brands like Sony, Kenmore, NordicTrack, Craftsman and Reebok.  Shop sears.com now to pick up great products for the season. http://www.sears.com  Sincerely, Laura S.Sears.com National Customer Relations1-800-549-4505, Opt. 1, Opt. 3, then Opt. 2
Reply:Originally Posted by reefera4mI finally received some satisfaction from Sears.  Here is the last email I received .Dear Reefera4m, Thank you for shopping at Sears! We apologize for the inconvenience. We have received the photo you sent with your BBB complaint regarding your tool order. We do see the discrepancy in what was engraved versus what was not engraved. I apologize for any confusion I may have caused from my last response. I was advised that you had previously been offered a 10% discount. However, upon further investigation, I do not see that we made that offer. The lack of the previously mentioned discount offer coupled with the photo led us to the following conclusion: We will be happy to honor your request to compensate for the charges you will incur with your local engraver. I am unable to issue the credit directly as I do not have the proper access to the system. However, I am having a fellow supervisor issue a credit of $200 today. Typically, this will post back to your credit card in 3-7 business days. You should see it on your next 1-2 billing statements. Again, we apologize for the difficulties you have had with this order. If you have any questions, please contact us back at the number listed below or email us at [email protected]. Look for Great Ideas throughout the store and find Sears exclusive innovations from great brands like Sony, Kenmore, NordicTrack, Craftsman and Reebok.  Shop sears.com now to pick up great products for the season. http://www.sears.com  Sincerely, Laura S.Sears.com National Customer Relations1-800-549-4505, Opt. 1, Opt. 3, then Opt. 2
Reply:consumerist.comtry an EECB or just let it go and spend your money elsewhere from now on.or build a nice engraverinsert thoughtful quote from someone else2000 Thermal Arc 300GTSW 3.5 hours1946 Monarch 20 x 54 Lathe1998 Supermax 10x54 Mill2004 Haco Atlantic 1/2" Capacity Lasernot mine but i get to play with it
Reply:I agree with chenry. When all else fails, send an EECB (Executive Email Carpet Bomb) through consumerist.com and that will get the right person's attention. I sent one against Hard Rock amusement park and my issues were resolved in two days. Refund and all. I am amazed Sears issued a refund.
Reply:Next step; take those tools back, get a basic set from HD or Lowes, and have them engraved by your local laser engraver (if you really care that much).Then, never buy Craftsman again.Personally, I get sick and tired of arguing with Sears over broken tools.Funny thing is, HD will swap out your broken Craftsman tools easier than Sears will, and honestly, Husky and Cobalt are just as good.If you're talking Snapon or MAC, that's a different story.Hobart BetaMig 250Miller Dynasty 200DX