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Report: #1060674

Complaint Review: SEARS - Carlsbad, CA - Carlsbad California

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  • Reported By: Edward s. — San Diego California
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  • SEARS - Carlsbad, CA 2525 El Camino Real, Carlsbad ,CA Carlsbad, California USA

SEARS - Carlsbad, CA Sears No Longer Stands Behind Their Proprietary CRAFTSMAN Brand Tools !! Carlsbad California

*Author of original report: What a Bloody Idiot !

*General Comment: Entitled much??

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No real surprise we are reading almost daily about Sears heading into the history books as yet one more American Icon going out of business.

Yesterday I returned to the Sears Carlsbad / Oceanside Craftsman tool department with a brand new - never been used digi-torque precision torque wrench my wife bought me for Christmas ($89.95 + tax).

I opened the package the day earlier for the very first time to use it to properly tighten some threaded fasteners to 80 lb.ft.

However, when I attempted to adjust the torque setting to 80, the wrench was discovered to be suffering from a total manufacturing defect that did not allow the adjustable mechanism to rotate inside the factory sealed handle assembly.  I never even placed a socket wrench on the ratchet head.  I simply placed it back into the factory package complete with all of the paperwork and returned it to the store the next morning.

I was immediately met with an aire of negativity from the counter clerk who stated "it was more than 90 days old and nothing could be done for me - sorry".  When pressed, she shouted over to another clerk who was preoccupied with his computer and did not show interest in my problem - he only backed-up her position that Sears would do nothing for me.

I then asked for a manager and two levels appeared after being paged.  Both stood the unreasonable ground that they or Sears would not offer a replacement or adjustment for the obvious and agreed brand new never used defective hand tool.

Noteworthy is the fact that I own three large roll around tool chests FILLED with well over $8,000.00 of Sears Craftsman tools.  I take meticulous care of my tools and in the recent 20 years only returned ONE $4 socket that had rounded-out apparently from improper heat treating - the metal appeared 'soft'.

I fully expected a no-hassle easy exchange for a working torque wrench and was shocked to meet such blatent resistance from a staff that obviously has not been well versed in the proper care of a valued customer who (used to) spend a lot of hard earned money at SEARS.

In this situation, I simply left the useless defective wrench on the counter and informed the staff they could keep their JUNK as they were clearly standing firm on their unacceptable position of ZERO customer satisfaction.

From now on, I will NEVER buy ANYTHING from SEARS.  I will deal only with the many other reputable companies that have a solid track record of standing by their products.  Further, every opportunity will be seized to tell this very sad story and pursuade others to not shop at SEARS.

They owe me $97.15.  BUT the real cost to Sears is the many thousands of dollars they will never see from me in future purchases !

R.I.P., SEARS ....

This report was posted on Ripoff Report on 06/20/2013 09:23 AM and is a permanent record located here: https://www.ripoffreport.com/reports/sears-carlsbad-ca/carlsbad-california/sears-carlsbad-ca-sears-no-longer-stands-behind-their-proprietary-craftsman-brand-too-1060674. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
1Author
1Consumer
0Employee/Owner

#2 Author of original report

What a Bloody Idiot !

AUTHOR: - ()

POSTED: Friday, November 06, 2015

 1). It is SEARS that held themselves out to be the Expert Factory Owner and Guantor of the $8k of Sears Craftsman tools we own. 2). It is the incompetent self absorbed Sears Employees that have cratered Sears image that was once respected. 3). Your biased and uninformed rebuttals speaks volumes for your lack of intelligence. 4). We have recently experienced several additional Sears Craftsman tool failures - and - instead of attempting to return them to ANY Sears, let alone the incompetent Oceanside Ca location, my local Snap-On tool dealer has graciously given us full retail credit for the defective Sears Craftsman junk tools ! Now THAT, my little gwasshopper, is true CUSTOMER SERVICE. 5). BTW - we share these experiences daily with anyone that will listen to help fight the good fight and protect unwary hard working consumers that may otherwise be mislead by Sears inaccurate representations. If only your defense of the poor lowly Sears clerks was to benefit somebody who even had a clue what a real tool was and how to use one, maybe they would do the stand-up thing and honor the Sears Craftsman Lifetime Tool Guarantee ...... Instead they seem only capable of hammering more and more nails in their little Ted Williams coffins - probably using a customer returned Sears Craftsman Hammer with a broken handle!

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#1 General Comment

Entitled much??

AUTHOR: Tyg - ()

POSTED: Thursday, June 20, 2013

 You sir are completly unreasonable. You attempt to blame a store, when its Craftsman you had to go through. Craftsman has a life time warrenty on their tools. However you have to go through Craftsman to get it taken care of. For you to sit there and post your OBVIOUSLY self entitled post, shows you to not only be a a*s, but the worst type of customer. The ppl you are dealing with on the store level CAN ONLY FOLLOW THE COMPANY POLICY. You were asking them to do something that would get them fired. ARE YOU GOING TO PAY THEIR BILLS?? Im sure you wouldnt. SO how can you sit there and ask the clerks to do something that would get them fired?? You sir have issues. You expect a level of customer service that they can not give. The customer is normally 100% wrong, mainly because the customer believes they should get their way. When the reality is, the clerks can only do so much. THEY COULDNT DO WHAT YOU WANTED AND NOW YOU BASH THEM. STOP BEING A LAZY a*s AND FOLLOW THE PROPER PROCEEDURE TO GET YOUR TOOL REPLACED. JUST BECAUSE SEARS MAY OWN AND RUN CRAFTSMAN IS NO EXCUSE TO BYPASS THE APPROPRIATE WAY TO REDEEM A LIFETIME WARRENTY.

I certainly hope that one day you will get treated like you have treated them. Maybe then you will have an appreciation of the difficult job they have and how much more difficult you made their job. Sears owes you nothing except a nice swift kick to the can, maybe that will move your brain from your rump.

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