07:47PM | 04/24/00
Member Since: 06/29/99
18 lifetime posts
I visited Sears in Port Richey, FL. at Gulfview Square Mall on Saturday and was in the process of exchanging a collection of Craftsman hand tools, broken and in bad condition. The cashier behind the counter said he wouldn't exchange them. So I ask to talk with his manager (Dee Crauford), she would not exchange them. She told me the warranty is only on factory defects. When I asked her to show me where that was written she retrieved a Craftsman hand tool still in its package and found on the back "FULL UNLIMITED WARRANTY". I showed her where it was written over the entrance to the store that could be seen clearly from the counter the "SATISFACTION GUARANTEED OR YOUR MONEY BACK" sign. I asked her if she was not going to exchange my tools do I get my money back, she said "I'm not giving you your money back!". I had told her they were near a small fire but only to the extent that plastic had melted on them. She said and I quote "Your trying to make me pay for your fire." and "Your homeowners insurance should have paid for the tools." I asked if I could talk to someone above her, she told me Kerry Algiere was the highest I could go and he wouldn’t be in until Thursday. So I then asked if she could call someone (another store), if I could have the phone number of a district manager, anyone higher up that I could talk with. She told me “we don’t have phone numbers like that” but did end up giving me the 1-847-286-2500 number to Sears Roebuck that was closed when I called. When she wrote the number I asked her to write down her reasoning for not exchanging the Craftsman hand tools. I'll read it: "Tools are corroded not defective or broken no authority to return". I have 585 pieces in my set. I was only trying to exchange around 52 pieces that were set aside. I explained as much as I possibly could to her...

I e-mailed Bob Villa and my letter was sent to his friends at Craftsman by Jack. Then I got a letter from the [email protected] saying the store should have exchanged the tools. The webmaster told me they would contact the store and have it straighten out.
I’ve waited a week, I went back in and a cashier named Judy told me nothing had changed, I was going to talk to the store manager "Kerry Algiere" But Judy made me very unwelcome. I called Kerry from home to ask him if I could bring the tools in. He said the policy was still the same except he added that fire, rust, and abuse to the tools wasn't covered also. He informed me that he definitely had the documentation to explain why this store wouldn't exchange my Craftsman hand tools (fire, rust, abuse etc.) I made a special trip to pick up the documentation. I'll read the documentation “Department: 609 Product: Craftsman Handtools Warranty: FULL UNLIMITED WARRANTY ON CRAFTSMAN HANDTOOLS If this Craftsman Handtool ever fails to give complete satisfaction, RETURN IT TO THE NEAREST SEARS STORE THROUGHOUT THE UNITED STATES, and Sears will replace it, free of charge. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.”
Also he said he wouldn't call another store or anyone. I asked him why it didn't say anything about not covering the tools on his documentation and he said it didn't have to. So I asked him if I took the policy his way then, If I break a tool while working on my car could he claim abuse? He said it would be up to his discretion but that he could claim abuse, yes. He then told me he wasn't the real store manager and that “Pam Price” was. I called Pam Price.
She talked to [email protected] She wants me to bring in the fire report and proof that I didn‚Äôt have home owners insurance then she will exchange my tools. I told her I didn‚Äôt get a fire report.
I would like to be able to just walk in and exchange my tools, as I believe the warranty states. Its also my belief that If I agreed to let Pam Price make me the exception then everyone who has this type of problem will have to go through this.
My e-mail: [email protected]
Signed, Terry.

Hi all, Just to let you all know this started in Sept. 99 its now almost April 00... The craftsman hand tools were never exchanged, as of Feb. 00, I exchanged my entire 585 piece set in for Husky... Husky convinced me they would honor their warranty and I have never ran into anyone who has had a problem doing so...

Pam Price wouldn't honor the warranty as it is stated... [email protected] couldn't straighten it out... And nobody has gotten back in contact with me... I talked to Jack at Bob Vila's site and he said he would keep trying to help me get satisfaction... I told him go for it but they would need to do four things to get my business back...

1. Convince me that in the future they would honor their warranty as it is stated.

2. Every employee at my local Sears that was rude to me would have to apologize.

3. Exchange my Husky tools back to Craftsman tools.

4. For all the time, work, ridicule and hassles I had to endure. Give me a tool chest set of my choosing, free of charge.

I told him that otherwise I didn't want them to e-mail me with any attempts of reconciliation.

For anyone who does not believe ask my local Sears what the exceptions to the "FULL UNLMITED WARRANTY" are. Here is the Store's number, ask for hardware. (727) 846-6225.

Sorry all...

Signed, Terry...

I have had to edit this letter due to rejection by some forums. Due to, “Personal attacks on or disparaging remarks
about any person or company.”

[This message has been edited by Keiser (edited June 15, 2000).]

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