OK a perfect opportunity to rant about my last Sears experience. WARNING this may get long!
So I head over to my local Sears to return a ratchet that was slipping and I figured that I might as well bring the tool box that as a broken clasp too. When I get there, the counter is manned by some kid who hadn't even taken an auto shop class. I asked him where the flare nut wrenches were and he gave me a blank stare. Any way back to my point. I said that I wanted to swap out the ratchet and box. This kid didn't know what to do about the box so he called over his fellow high school student. Then he says "No you can't exchange the box, they only carry a 90 day warranty". "Fine" I say "swap out the ratchet, and call your manager over".
Well they exchange the ratchet for a refurbished
one, but I let that one go.
Manager come over and says, "We can't exchange the box without a receipt." "Plus they only carry a 90 day policy". Then I say "I seem to remember Sears having a 'Satisfaction guaranteed' policy, and clearly I'm not satisfied." "Sorry sir, we just can't do it". "Well listen" I say as I point to the collection of new tools that I was about to buy, "You are going to loose a customer for LIFE if you can't make an exchange!" His reply was "I just wouldn't be fair to all the other customers".
Well now I was a bit annoyed, the one place that prides itself on customer service was giving me the shaft. So I headed back out to my truck, but made sure to stop and tell every customer in the tool department not to buy craftsman because the warranty was worthless. A couple of customers thought I was some loony, but most really took it to heart.
Well, by the time I to my truck, I had calmed down. But then I looked at the receipt they had given me for the ratchet exchange. Right there on the back of the receipt was the "Satisfaction Guaranteed" policy. Well that got me going again. So back into the tool department I got, armed with the policy in black and white.
After arguing in circles about my satisfaction level with this "30 year sears veteran" I wasn't getting anywhere. So then I finally tried to reason, "Can you just give me 50% off an new box?" "Nope" Keep in mind that this is one of their $35 hand toolboxes, not a rollaway. Finally I said "If you're so sure about this 90 policy, show it to me in writing" "No problem, it's right here on the cardboard box." Well of course is wasn't. I wasn't even inside with all the other paper work.
So he goes off to try to track down this 90 day policy
for toolboxes, leaving me standing by the cash register. For the twenty minutes I had to wait I made sure to tell all the customers coming to check out about my trials. I also tried to track down the store manager (who was out on Sundays), and called the Sears complaint hotline (which was closed on Sundays).
Well he reappears empty handed saying "I found warranty information on everything except tool boxes, so I'll make the exchange this time
All though the story ended with me having a new toolbox the whole experience left a bad taste in my mouth. I'm still considering jumping ship. The return policy over at home depot is no questions asked, so why should I bother with all this hassle?
Sorry for the long post but I had to vent!
My name is Ted, and I'm a Jeep-a-holic.