I went to return a craftsman tape measure today and they changed to Stanly so they don't have to honor the lifetime replacement policy any more. I have been a loyal craftsman buyer for roughly 20 years and I have had a few little return problems in the past but this ticks me off. I was contemplating buying a new set of wrenches with the tilting head but when I got the word on my tape I left the store ticked off.
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sears return policy
- Thread starter Tony R
- Start date
Can you clarify that? All tools or selected ones? Because I have always been a loyal craftsman fan because of the return policy.
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SELLERSRODSHOP
Well-Known Member
so did they replace the tape with a new stanley & say "next time no warranty" or refuse to honor the warranty on the faulty tape? if they refused to honor the warranty i think i would have pushed the issue up the ladder to management mainly out of principle.
Gigantopithecus
Well-Known Member
Right off their site:
WARRANTY SERVICE
To obtain warranty coverage, return the product to the outlet from which it was purchased (provided that the outlet is a participating retailer) for free repair or replacement, if repair is unavailable.
Tape Measures
If this Craftsman tape measure is defective in materials or workmanship, return it to any Craftsman outlet in the United States for free replacement or refund. (This warranty does not cover the blade, expendable parts that can wear out from normal use within the warranty period.)
WARRANTY SERVICE
To obtain warranty coverage, return the product to the outlet from which it was purchased (provided that the outlet is a participating retailer) for free repair or replacement, if repair is unavailable.
Tape Measures
If this Craftsman tape measure is defective in materials or workmanship, return it to any Craftsman outlet in the United States for free replacement or refund. (This warranty does not cover the blade, expendable parts that can wear out from normal use within the warranty period.)
They gave me a stanly and said "if it breaks to take it up with stanly". I said What about the lifetime warranty and basically she said tough $hit. I told them that stanly doesn't do a warranty. She said there is nothing she could do about it. I told her I was going to start shopping harbor freight more. They have cheaper tools with a warranty. It was the spring that went out on the tape so it was a warranty issue.
blue65coupe
Well-Known Member
Don't try and return a torque wrench. My old one came with a "warranty". When it went out I went to replace it and they "didn't offer warranties" on torque wrenches anymore. My question: "Did you offer them when I bought this wrench?" Their answer: "Yes, but not anymore." My response: "I bought this one with a warranty so I want to use my warranty." Long story short: After 2 trips to Sears, meeting with 2 different managers, almost being escorted out by a swelled up security guy, threatening to stick my broken torque wrench through their computer, etc...I walked out with a new torque wrench...with no warranty. 95% of my tools are Craftsman but that is changing. I got a set of Craftsman gear wrenches for Christmas and laser etched on the side is "Made in China". No more for me. If you want help at Sears anymore you better walk in and find the oldest guy working there. They are the only ones that even attempt to help you. The attitude laden young punks that are working there now need a little "adjustment".
I had the same thing happen with my torque wrench and the made in China thing. I wrote a letter to Sears HQ stating that they should honor their warranty and I expected Craftsman to be US made. Well the torque wrench problem was settled with a letter stating I should go to my Sears store and a manager will give me a torque wrench and with the China made wrenches I was sent a set directly from the Texas tool maker of Craftsman (at the time).
Write a letter and state your concerns and expectations. It will cost you 44 cents though but you may get what you want and they may return to US products if they get enough feed back.
Write a letter and state your concerns and expectations. It will cost you 44 cents though but you may get what you want and they may return to US products if they get enough feed back.
Hey Pat, is that national or Pac.NW? Sounds like a great deal. Thanks, kip.
edit; just looked online and was wondering if you were referring to part # NHT 9700? If so that is a smokin'. (Shown at $91.04) If thats the same set, I'm on it!!
edit; just looked online and was wondering if you were referring to part # NHT 9700? If so that is a smokin'. (Shown at $91.04) If thats the same set, I'm on it!!
gtscode
Active Member
I am all for supporting USA made but I will say my Gear Wrenches form China are better than my craftsman!
Teebone
Active Member
Sorry to say but I would'nt buy a used condom from Sears, their quality is horrible. and service even worse :barf
"Teebone" said:
Id hate to hear where you would buy a used condom :amaz
Sears tape measure scandal began when they switched from yellow to red. Which ended the blade replacement. I got screwed on that one. I have a lot of old craftsman wrenches, and some weird sizes. Im amazed whenever i try to take one back, most recently a 17/32 socket, that apparently they no longer make, so they no longer warranty it. :wtf Same trip to sears, i tried to return 3 15mm sockets that cracked while doing front brakes on a 97 stang. The A$$ Hat at the counter wouldn't exchange them, because he believed "if i broke three of them, i was using an impact". However, all three were done in with a 3/8 breaker bar. The attitudes there are ridiculous.
This reminds me of an insurance story (true story!) when I worked at Oregon State University in the Oceanography Department in the early 1980's. The University decided it would save some monies if it self-insured itself. OK...6 months later, some physical oceanography professor lost about 3000 m of 1/2" steel cable while doing a hydrocast; the cable had to be cut off from the winch and it went to the sea floor. Upon return, he filed a claim for the steel cable through the University insurance representative.
"OK...what did you lose?"
"About 3000 m of 0.51" steel cable."
"OK...where did you lose it?"
"At sea."
"Can you be more specific?"
"Yes, it was lost at such and such latitude and longitude."
"Well, it appears you really didn't lose it, as you know exactly where it is. Insurance claim denied!"
"OK...what did you lose?"
"About 3000 m of 0.51" steel cable."
"OK...where did you lose it?"
"At sea."
"Can you be more specific?"
"Yes, it was lost at such and such latitude and longitude."
"Well, it appears you really didn't lose it, as you know exactly where it is. Insurance claim denied!"
SELLERSRODSHOP
Well-Known Member
"lethal289" said:
thats funny, i have three broken 15mm sockets to return that were cracked while trying to remove my MKVII rear discs at the junkyard. i'll try to get out to sears this week & return those & see what they tell me. these are the newer sockets with the large, lazer etched size indicators, so figured i would hear "that series doesn't carry a warranty".
blue65coupe
Well-Known Member
"Midlife" said:
LMAO.
66gt350
Active Member
I've never had any problem with sears lifetime warranty. My 1/2" ratchet was starting to go south, it was feeling "chunky". I went to sears to find that they discontinued that model. I had the option of them rebuilding mine with a new internal kit, or my choice of comparable ratchet. I like the feel of mine, so I had them rebuild it. Good as new. Plus I've cracked a few chrome sockets, and they've also been replaced with no questions asked.
I know that certain tools don't have a lifetime warranty, like torque wrenches. About 20 years ago, my dad tried to return one that stopped working, and they didn't replace it. On the box it stated 1 year warranty. The pitch that we got was that since it needed to be calibrated is the reason that it didn't have the lifetime replacement.
I know that certain tools don't have a lifetime warranty, like torque wrenches. About 20 years ago, my dad tried to return one that stopped working, and they didn't replace it. On the box it stated 1 year warranty. The pitch that we got was that since it needed to be calibrated is the reason that it didn't have the lifetime replacement.
daveSanborn
Active Member
I had an interesting situation develop at Sears a few years ago while trying to return a Makita 4" electric grinder. It got ugly. The grinder was less than a year old and the motor was shot after only a couple uses. My local Sears is a good 50 mile R/T from my house and I wasn't leaving w/o a replacement. It was a Sunday late afternoon/evening....
Hi, I'd like to exchange this inop grinder I purchased around Christmas time.
Sure, do you have a receipt?
No.
I'm sorry sir, I can't return it w/o a receipt.
Can I speak to your supervisor?
Sure, hold on a minute.
What seems to be the problem sir?
I purchased this grinder last Christmas and only used it once or twice and now it's not working and I'd like to exchange it.
Do you have your receipt?
No.
I'm sorry sir, we can't exchange it w/o a receipt.
Can I speak to the store manager?
Sure, hold on a minute.
What can I help you with sir?
I purchased this grinder last Christmas and only used it once or twice and now it's not working and I'd like to exchange it.
Do you have your receipt?
No.
I'm sorry sir, we can't exchange it w/o a receipt.
I am not leaving this store until you've exchanged this grinder.
Sir, we will not be exchanging your item without a receipt. The only one authorized to do that is the store manager and he's off today.
I thought you were the store manager?
No, I'm a part-time weekend manager.
Can you call the real store manager?
No.
What do you mean "no"?
Sir, you can come back tomorrow when he's here.
I don't want to come back tomorrow, I want you to call him and take care of this now.
I'm not going to call him. I can't call him over something like this.
What do you mean you can't call him?
Could you call him if a pissed off customer walked in here with a gun and demanded an exchange? Could you call him if the store was on fire? Exactly what circumstances need to be met in order for you to call him?
Sir are you threatening me?
No, I'm trying to determine the criteria that enables you to call the real store manager in order to settle this matter.
Sir, you need to leave the store.
Sure, exchange this grinder and I'll leave.
I'm not exchanging your grinder.
I'm not leaving.
Five minutes go by while I wonder off and cool down....
How are you doing officers, can I help you with something?
Can we see some identification sir?
Sure, here you go, but why?
Mr. Sanborn did you threaten employees of this store?
No.
Did you state that you were going to bring a gun into the store?
No.
Did you state that you were going to burn the store down?
No.
I think it's time for you to leave the store Mr. Sanborn.
Sure, no problem officers.
The following morning the Sears store manager called me and told me to come down and exchange the grinder, but he didn't want me in his store ever again.
Hi, I'd like to exchange this inop grinder I purchased around Christmas time.
Sure, do you have a receipt?
No.
I'm sorry sir, I can't return it w/o a receipt.
Can I speak to your supervisor?
Sure, hold on a minute.
What seems to be the problem sir?
I purchased this grinder last Christmas and only used it once or twice and now it's not working and I'd like to exchange it.
Do you have your receipt?
No.
I'm sorry sir, we can't exchange it w/o a receipt.
Can I speak to the store manager?
Sure, hold on a minute.
What can I help you with sir?
I purchased this grinder last Christmas and only used it once or twice and now it's not working and I'd like to exchange it.
Do you have your receipt?
No.
I'm sorry sir, we can't exchange it w/o a receipt.
I am not leaving this store until you've exchanged this grinder.
Sir, we will not be exchanging your item without a receipt. The only one authorized to do that is the store manager and he's off today.
I thought you were the store manager?
No, I'm a part-time weekend manager.
Can you call the real store manager?
No.
What do you mean "no"?
Sir, you can come back tomorrow when he's here.
I don't want to come back tomorrow, I want you to call him and take care of this now.
I'm not going to call him. I can't call him over something like this.
What do you mean you can't call him?
Could you call him if a pissed off customer walked in here with a gun and demanded an exchange? Could you call him if the store was on fire? Exactly what circumstances need to be met in order for you to call him?
Sir are you threatening me?
No, I'm trying to determine the criteria that enables you to call the real store manager in order to settle this matter.
Sir, you need to leave the store.
Sure, exchange this grinder and I'll leave.
I'm not exchanging your grinder.
I'm not leaving.
Five minutes go by while I wonder off and cool down....
How are you doing officers, can I help you with something?
Can we see some identification sir?
Sure, here you go, but why?
Mr. Sanborn did you threaten employees of this store?
No.
Did you state that you were going to bring a gun into the store?
No.
Did you state that you were going to burn the store down?
No.
I think it's time for you to leave the store Mr. Sanborn.
Sure, no problem officers.
The following morning the Sears store manager called me and told me to come down and exchange the grinder, but he didn't want me in his store ever again.
Sanborn,
Again, a great story.
Again, a great story.