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2.6 125 Reviews

Craftsman Complaints Summary

49 Resolved
76 Unresolved
Our verdict: Engaging with Craftsman, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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12:15 pm EDT
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Craftsman lawn mower leaking gas, not running

Lawn mower purchased 3-2012. Lawn mower was running poorly, I replaced the spark plug and some improvement. Lawn mower leaked gas all over garage and soaked the air filter. We took the air filter off because it was soaked with gas and the fumes were terrible. Took the lawn mower into the Service center at store 1255. They sent it out for repair. It was returned and were told that they replaced the carburetor. We used it twice before the same problem happen. Again took it to the Service center, they sent it out and it came back stating they replaced the carburetor, spark plug, gas cap and sharpened the blades. They wanted money for this. We refused as we did not authorize these other things they did. It is under warranty. Brought the mower home used it twice and again the same problem. Sent back for repair. Again it is the carburetor, but now they state it is our fault that we used bad gas and did not use an air filter even tho we told them that we did not bring the air filter with because of the gas fumes and being soaked with gas. So now they want us to pay $145.00 for new carburetor. We refused. They sent mower back to store 1255 without repair. We have used gas from the same place for the lawn mower they lent us without a problem and the other tools that need gas that we have used have not had a problem. They do not want to honor warrant because they are now blaming us.

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Update by Jeff Tomaloff
Jul 02, 2013 8:42 am EDT

We spoke with the operations manager in the service department and were told that they had to go by what the repair people were saying. So according to them it is our fault because we used bad gas. I am now sending a complaint to the BBB and trying to contact Sears Corporate offices.

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3:27 am EDT
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Craftsman sears

On February 28th I had purchased a Craftsman 420cc 42” 7-Speed LT1500 Non CA. Several days later on March 4th it was delivered. That same day after the delivery I went to check my bank account information that's when I noticed not only did they charge me once but they had charged me twice for this product. First off the product was to be in its original packaging which it wasn't second it had deep scratches in the front. When we mentioned this to the delivery guys they told us to sign the delivery form and that we would half to take it up with sears. So needless to say I called and called and called at this point I was getting shoved around from one rep to the next. Finally the last attempted on calling I finally find some one who actually help me to the department. After informing them of what had happened I was told to hold so I did. They got back to me with an E-mail address to the solution team that could help me in this matter. Okay thought I was getting some where by now, in the end I wasn't. I had e-mail them about 4 times now, each time telling me of a different date to expect my secondary refund. I had contacted the Better Business Bureau as of tonight and hoping that this matter can be resolved. Still I am fighting with them mind you I have faxed all information to them of proving the secondary charge and the scratches as well. As for the scratches 100 gift card is the best they can do at this point. This is not worth the time nor the money to go thou. If your looking for a item my opinion is don't buy from them online you will just get the run around, and end the end possibly charged more then the item is worth.

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abdel razek
, AE
Mar 17, 2013 4:33 am EDT

please stop eng for my number from today or unsubscribe to [protected] i tried to send alot of sms to your number 4054 but they always failed so please stop eng 4054 thank you

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6:07 pm EST
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Craftsman The bracket that holds down the cables is made of plastic and keeps breaking

I bought the Craftsman 5hp Snow Thrower Model # 247.887000 a couple of years ago and had problems with it since. The bracket that holds down the cables is made of plastic and keeps breaking. Every year I have to replace it. It should have been made of a heavy metal. This snow storm I had to pay someone to clean the snow out of my driveway because as soon as I started to use the snow thrower the plastic bracket broke again. I thought that craftsman made a better product than this. But I was wrong..

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8:28 pm EST
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Craftsman Won't honour their advertisement

Saw Sears Outlet Store advertisement for "DOOR CRASHER DEALS" to be held on Boxing Day, December 26, 2012. Attended the store @ 6 a.m., and received a ticket to purchase a "Craftsman Lawnmower, Rear wheel drive Briggs Stratton, 850 keystart. Limit 1 per customer. reg price $599.99 - SALE $99.94". Beneath a picture of the lawnmower, there was the statement "may not be exactly as illustrated." Purchased the lawnmower but was told they didn't have them in stock yet & they'd call when it arrived.

Received call from store saying the mower was in & ready for pick up. Asked if it was in fact a key start (as advertised) & was told they'd check and call me back. Called them a few days later & they offered me my $$$ back - I refused. They said they'd contact Sears Customer Service & get back to me. I called them a few days later & what it boils down to is they're not prepared to honour their advertisement & to take it up with Sears Customer Service.

NOTE: To date, there have been no corrections in the local newspaper to cover any potential errors for the Craftsman Lawnmower that was advertised.

SEARS SUCKS!

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scott will
locust fork, US
Sep 08, 2010 8:43 am EDT

i have tried several times to overlook some things about my purchase, but no matter how big or small the problem with my lawnmower does not reflect the service i have gotten. my lawnmower started out with the pulley slinging off after ten minutes of mowing, went back to store got a new nut and pulley cover come home and put on myself no problem . problem is went it happened again i relized the bolt in there was way to short straight from the factory mentioned that to store manger and he gave me a new bolt, nut, pulley cover, and a new belt still i come home and do all this myself. then lawnmower starts shutting down after 30 minutes of mowing so icalled august 26 for service, at first they tell me two weeks then the service man said one week which would have been on tuesday the 31 . no one called and cancelled or nothing then i call back and they said service was still scheduled for the original date sept. 7 and no one showed up or called and cancelled now they are saying sept 14 this is getting way out of hand and i am not satified with lawnmower or service i am three weeks out of my 90 day satisfaction guaranteed i am not saying i got to have all my money back since mower has 11 hours i would like some kind of offer after all the lawnmower is over a 1900.00 lawnmower please respond i am not a rich man and can not afford to just pay someone everyweek to mow my yard thanks

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m r lapalme
Windsor Locks, US
Jul 15, 2009 6:30 pm EDT

a couple of weeks ago i submitted a complaint about having problems with my defected lawn mower which never worked properly since i bought it. i havenot received any word about it it was to be used in our other home in south carolina please get back to me as my lawn is growing fast

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baz68
176, CA
Jan 19, 2013 6:20 pm EST

The exact same thing happened to me. I was number 7 in line. I still don't have the lawn mower. I contacted sears customer service. They told me that the situation would be fixed in twenty four hours and I would be contacted by the store to fix the problem. That was on Sunday the 13th of January. Today sears St. Albert called me to come in and look at lawn mowers. Not feeling too optimistic Bout the. Bing all to resolve it. Will never shop at sears again.

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4:35 am EDT

Craftsman Giving Craftsman Cladding my business is the biggest mistake I have ever made in my entire life

If you want cowboys, you have come to the right company. I had the great misfortune to employ this company to replace my old wooden facia with new upvc cladding in April 2009. Despite it coming with a 10 year warranty, I am still fighting them to repair their faulty work, over 12 months later. Take my advice and AVOID THIS COMPANY AT ALL COSTS.

When I first made an enquiry to have the work done, they were bending over backwards, constantly phoning me to see if I wanted to go ahead with the job. On the day of signing up, the salesman even drove 45 miles from Edinburgh to ensure they got the contract. (Desperate or what!)

I chose to go with a coloured fascia instead of the usual white. The sample the salesman showed me was nothing like the final product and if you look up at my facia from ground level you can see it has simply been sprayed with paint rather than coming out of the factory already coated. There is white all around the underside of it and pretty unsightly when noticed. I have since found out they get a local [bodyshop I ws advised] company to simply spray it the colour of your choice.
The installation went ahead smoothly and the actual fitters were very nice and extremely helpful. On completion of the job, the balance of the payment HAD to be paid immediately, which I gave to the fitters. However, when I first saw this facia, I wish I had just cancelled the whole job and forfeited my deposit.

Over the next few weeks, once my cheque had been cashed, I noticed several faults with the installation which I reported to their “Customer Service”. I use this term very loosely as it does not exist at all and I feel they could do with going on courses to learn how to actually deal with their customers. Over the past 12 months they have been out to sort at least six faults.
THIS IS WHERE MY GRIPE WITH THE COMPANY LIES.
I had and still have to escalate all my faults to their director David Stewart, who apparently has to sanction all remedial work. He is the most arrogant person I have ever had to deal with in any company. Instead of taking responsibility and rectifying my faults, he continuously tells blatant lies that he will phone back when he never does. That is only when I actually manage to speak with him. This is cascaded down to the rest of the staff and when I phone to register a fault found, I am told he is either in a meeting or mysteriously “out”. Don’t waste your time waiting for a return call as it will never come. I have kept a detailed record of all the times I have had to contact them over the past 12 months to report these faults and it does not make for good reading. It is only when I contact them again and again that they actually say they have someone pencilled in to visit “tomorrow” to fix the fault. Of course, if I hadn’t phoned them all these times I would be still waiting. Each complaint has taken approximately 6 - 8 weeks to fix once reported to them.

I have little confidence in this company and would advise other prospective buyers to stay well away. There are plenty other more trustworthy companies out there to give your hard earned money to and if I could turn back the clock and go elsewhere, I would.

Giving Craftsman Cladding my business is the biggest mistake I have ever made in my entire life.

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8:42 pm EDT

Craftsman What a waste of money and product

I own a Craftsman set including a cordless drill, trim saw, reciprocating saw and fluorscent light with chargers. My complaint is that all batteries will no longer accept a charge and now the entire kit is worthless to me. Replacement batteries are too expensive. I can buy individual items with batteries from other sources that will do the job but I would prefer to use my kit that I already own. I was leaving the batteries on their respective chargers in order to always have them ready when needed.

This, apparently, was the wrong thing to do as the batteries stopped working either from surface charge build-up or damage by overcharge. Nontheless, I feel I may as well trash the entire kit and re-buy individual tools. I know I can find others much less than the Craftsman brand so, unless I hear something positive from you soon, I will follow-up. I intend to also post this online to warn others not to buy kits. What a waste of money and product!

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ript
, US
May 09, 2012 12:34 am EDT

Read it again. The OP stated respective chargerS.

ript
ript
, US
May 09, 2012 12:01 am EDT

^ You think all the chargers went bad at the same time GEOMMM?

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7:37 pm EDT
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Craftsman rude and unfriendly customer service

My name is Misty Waldon, I received a lot of tools for Christmas, one of these items was a craftsman 2.4 hp buffer/sander, not a high priced item. I used it in January 2012 and April 1, 2012. I was buffing out my plastic bumper when the motor burned up, the next day
April 2, I phoned my son and asked him where he purchased my Craftsman buffer, he said Sears, I took it back to Sears to the cashier, I told her what happened with the product, she hesitated for about 5 minutes saying oh, really, and not receipt, well, I said can you phone a manager, she said I am. She told me to go look and see if they even had the same product, I took the product off the shelf then went back to register, she looks at me and said, the manager said no, we can not exchange the product. I went through 3 managers, the last one being Howie, (I am assuming he is a higher manager) he said no receipt no exchange, then I proceeded to tell him what happened, he did not care, I was treated as if I was tyring to get something for free, he kept saying I need a receipt, this will tell me when you really purchased it and see if you even are in the warranty time frame. This just told me that I was trying to steal an old product for a new, this is wrong, I will not keep repeating myself to a person that has no interest in resolving a issue instead he was very hard spoken with no reasoning of any kind, then he proceeded to say that it needs to go under warranty no exchanges.
I have been a manager in retail home improvement centers and construction for the past 25 years, I have never talked to nor treated a customer as if the customer was ripping me off, trying to get something for nothing, this is how your whole staff made me feel. I expect from your staff at Sears store # 1318 an apology and would like to exchange my item, I also asked at the end of Howie and my conversation if he would give me your regional or district office phone number because I was going to make a complaint on the way I was treated, he said we do not have a phone number, I said you do not have a district office of any kind, he said NO and not even on line. This was just to much for me, I will never again shop at Sears and I will also let people know how I was treated.
I know times are hard in retail at this time, but this does not excuse the way i was treated today at Sears over a $30.00 dollar product.
I truly hope as district office you will not ignore this complaint and will talk to this stores management, this store is poorly ran and management also needs to be retrained on Policy's and Procedure's of Customer Service and Sales. Poor management in my opinion. This complaint is not about Free Product, its about ethics.

Sincerely,
Misty Waldon
[protected]@yahoo.com
PO box 5393
Bakersfield, Ca 93388
[protected]

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SearsCare
Chicago, US
Apr 03, 2012 8:38 am EDT
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Hello Misty Waldon,

- We received your information and are assigning you a case manager. Again, I'm sorry
for the hassle & frustration, but we are the team within the Sears corporate Customer
Care Network that can help you. I know things may not have been handled in the
manner they probably should have, but we will help turn this around for you.

Thanks,

Robert B.
Social Media Moderator
Sears Social Media Support

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MauiAL50
, US
Apr 03, 2012 12:54 am EDT

The only tools at Sears you do not need a receipt to exchange are Craftsman hand tools. All power tool warranty exchanges require a receipt as most only have a one year warranty.

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12:51 am EST
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Craftsman zipper

My wife had bought me a new craftsman winter coat and it has a zipper that works both ways it is very hard to get the two to line up for the coat to zip up, I have had several with zippers like this one but they were other brands and never had a problem with them just this one.

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kjeltema1
Kentwood, US
Jan 19, 2012 3:21 pm EST
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I just bought one this past Christmas for my son, had to exchange it two days later because of the zipper. The coat will not zip. I got it stuck again! and it broke it now. I'm taking it to see if I can get a different zipper put in. It is terrible to pay that kind of money for a coat and you can't zip it!

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8:09 pm EDT
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Craftsman tractor seat

i bought an new yellow and black professional garden tractor 48 inch cut and when the store delivered it I looked ti over and it had two wrinkles in the seat right on the bend of the seat so I reported it to the store owner (Bolivar Mo.) that I thought it would crack the seat and he said if it did crack to call and report it, I also had the bumper installed on it when I ordered it and the plastic center piece that was riveted on fell off and got run over.I called the warranty department the Woman i talked to said they would send those parts out as a self install but they never show up.I then called back and the man I talked to said that they would not replace them because it was cosmetic and them requested to speak to his boss so I could explain it all to him and he put me on hold and then come back on the phone and said boss would have to call me later. But guess what no one ever called and now the warranty has expired as of Oct 7 2011, I guess they do not value me as a coustomer I sent $2600.00 cash on that lawn tractor and trailer that they also assembled and all the bolts was lose and I had to replace part of them.So I guess the price of the seat and the plastic piece on the bumper is worth my business. So next lawn product I need some one else will get my business!

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2:24 pm EDT
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Craftsman Customer Service

On 8/30/11 12:49 pm I went to Sears (parts & repair), 3555-1 St. Johns Bluff Rd. Jacksonville, FL, to buy a replacement battery for my “Craftsman” 12volt Drill. However, upon returning home I discovered that the “Craftsman” replacement battery did NOT fit/work in my “Craftsman” charger. I have several “Craftsman” power tools and all the “Craftsman” rechargeable batteries fit & work in my “Craftsman” charger. So I packed it all up again and returned to the Sears (parts & repair). I explained and even showed them an example of how the just purchased battery was not correctly made. The first employee said there were no more 12 volts and someone else would have to do the return. I felt this was horrible customer service and asked for the manager. To my surprise I got even WORSE customer service when Bryant Mitchell, a branch lead NOT a manager finally walked out rubbing sleep from his eyes. I explained again how if I buy a “Craftsman” replacement battery it should fit in a “Craftsman” charger and “Craftsman” tools. However, he got a know it all attitude and refused to listen or understand the customer in front of him. Instead of helping or giving me my money back he insisted on loudly arguing with me. At this point I demanded my money back and he said there would be a 25% restock fee. I handed the unused battery (that had just been purchased 30 minutes ago) to Bryant Mitchell and said this is your battery and I will get all my money back and left with Mr. Mitchell yelling and carrying on in a childish fit.

Kevin Gordon

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SearsCare
Chicago, US
Aug 31, 2011 10:49 pm EDT
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To KevGor,

I'm so sorry for the lack of customer service that you received from both our store associates and the online representative you spoke with. We'd be happy to help you to resolve this issue. My name is James and I am part of the Social Media Support Escalations team at Sears. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the screen name (KevGor) for reference to your issue and we do look forward to talking to you soon.

Thank you,
James H.
Social Media Moderator
Sears Social Media Support

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Craftsman broken guard

I bought a power miter saw from them and the guard was defective. The saw sat on a table and one day when I went to use it the guard just broke off into the saw blade. Now they want over $20 just to ship this $16 part to Alaska. I will continue to use the saw without the guard and if I ever cut myself using it I will own some of Sears. I don't know why Sears has stores in Alaska when they want to rip us off on shipping for parts for their products.

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Tech Soft
, US
Nov 13, 2015 3:53 am EST

Well, check this http://chopsawreviews.com/craftsman-10-single-bevel-sliding-compound-miter-saw/

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jbfirebird
nowhere, US
Jul 11, 2011 3:32 am EDT

cutting your nose/"hand" off spite your face...great idea

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JKDE
, US
Jul 11, 2011 1:19 am EDT
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Sears has stores in Alaska to sell product.

Parts come from suppliers all over the USA.

Your part cost $20 to ship it to Alaska.

Operating the saw without the guard and telling the world you will do this, makes you openly negligent and makes Sears not responsible if you cut yourself.

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Craftsman quality

I have been a customer of Sears for most of my adult life. I am 63 years old and have enjoyed your products a number of years. Over the past years I have sworn off of any air compressor or craftsman power product. We have all heard of bad luck comes in three's, in my case it comes in two's. Everytime I purchase a lawn and Garden item, Chain Saws, Weed eaters, blowers I purchase two, one for me and one for my father in law. Each of the items only lasted two years and could not be repaired at a reasonable cost. In the past 4 years I have purchased two air compressors under the same circumstance. Each compressor was received with a bad air nossel, we was replaced and each compressor will not old air overnight much less a couple of days. Here recently I find myself wanting to buy another compressor that will hold air and not think about all the trouble I have with your product. I continue to patronize your company and this time I am going to ask for some type of discount, return or something if I buy another compressor. My name is allen Byrd at [protected]@comcast.net

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SearsCare
Chicago, US
Jul 07, 2011 8:11 pm EDT
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To Allen Byrd,

I'm sorry that you've had so many issues with your Craftsman compressor. We do value you as a Sears customer and would appreciate the opportunity to resolve this and any other Sears related issue you may have. My name is James and I am part of the Social Media Support Escalations team at Sears. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the compressor was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Allen Byrd) for reference to your issue and we do look forward to talking to you soon.

Thank you,
James H.
Social Media Moderator
Sears Social Media Support

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5:17 pm EDT
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Craftsman Customer Service

I purchased a Craftsman Professional series riding lawnmower in July of 2008. I may of 2011 i noticed there was a problem with the front tire alignment. I purchased the in-home warrenty. On May 18, 2011 a technician came to my home to fix the lawnmower. He did not have all the parts and had to order them. After the intial technician visit I moved the tractor out of my garage and the front axle completely broke in half. I called the 1-800 number to report the broken axle and to find out the status if my ordered parts. I was told they were on back order and wouldn't be in until the second week of June. I told the representative to add the broken axle to the workorder. On June 23 a technician cam to my home to fix the mower. I hadd all the front end replacement parts except for the axle. He did not have one on his truck and told me he had to order the axle! I have been waiting for 36 days for my mower to be repaired. I paid over $2800 for the mower and the warrenty and it still is not fixed. I would never recommend any Craftsman product. When I call customer service all they do is keep apologizing for the delay bu can't tell me when I'm going to get my part in to get my mower running. This is the first and last Crastman mower I will ever buy. It fact I will not buy anything Craftsman again because of this experience.

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Craftsman Delay in Repairs

On April 18, 2011, our Craftsman riding mower broke down. We contacted Sears and was told that repairs were covered under warranty (we bought the machine in June 2010 for approx. $1200). The blades are not turning and we cannot mow the lawn (1 acre). First appt. was for May 4 wherein they installed a new belt and new battery (we paid for battery). After repairman left, belt fell off. Sears ordered another belt and scheduled another appt. for May 9 wherein they installed another new belt. After repairman left, belt fell off again. Sears ordered more parts (4 boxes of which we have not opened) and scheduled appt. for June 1. Sears cancelled this appt. and we rescheduled for June 6. On June 2, Sears called and rescheduled the appt. for June 24. Sears cannot figure out what is wrong with the tractor, cannot fix it and keeps delaying our appts. saying that other people are in need. Our family has always bought Craftsman tools, lawn mowers, etc. (I am also a Craftsman member) and cannot believe the type of service (NONE) we are receiving from Sears. We are very frustrated and want to return the tractor and get a refund or a new tractor. Please let us know what the next steps are to make a "customer" happy with your product. Thank you.

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JKDE
, US
Jun 03, 2011 8:11 pm EDT
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Return it while you still can. Sears will keep delaying the repairs and soon you will be told it is too late to return it.

Do some internet search on the models before you get another one.

There are some good Sears riding mowers and bad ones.

Good luck.

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8:16 pm EDT
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Craftsman false advertising for warranty

I purchased a $400+ gas push mower, with key start from Sears and 2 weeks later received mail soliciting that I could buy extended 3 year warranty for 114.99...
if I called [protected] by May 30 1011. I called on May 15, and the phone operator said he could not honor this price, that I would have to pay 100.00 more. Long hold waiting to speak to supervisor, who finally got on to say, that I would have to mail in the payment, they could not honor that price by phone ... (the Ad said to Call by May 30 to get the price!)
I asked to speak to anther supervisor, While waiting I said I was noticing the google searches for class action law suits citing fraud in Sears Warranty solicitations...

Here's the thing. While on hold to speak to someone.. I waited 5 minutes and called the same number. ( on my second phone cel phone) Got a different person on the phone and had no problem to get the warranty at that price using the same phone number. Go figure.

Way to go Sears.

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SearsCare
Chicago, US
May 18, 2011 8:53 pm EDT
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To customer57,

I'm happy that this was eventually resolved for you but I apologize that it happened in the first place. I wanted to reach to show that the issue has not gone unnoticed and to offer additional assistance if needed. My name is James and I am part of the Social Media Support Escalations team at Sears. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the push mower was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (customer57) for reference to your issue and we do look forward to talking to you soon.

Thank you,
James H.
Social Media Moderator
Sears Social Media Support

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Craftsman snowblower repair

This winter I went to Sears (Lindenhurst) to replace a spark plug for the above mentioned snow thrower. I gave the assistant manager the model number and type, however, upon going home and replacing the part, my machine would not work properly. A neighbor who heard the malfunction suggested that the wrong spark plug was provided, so I returned to Sears to explain the problem only to find out from another salesperson that I had been given the wrong spark plug. I purchased the correct spark plug, but to no avail because the machine was already damaged by the incorrect part. I recently sent my snowblower for repair and was told there were "no parts available" to correct the engine failure. Even if there were available parts, the cost would "exceed the value of the machine". My snow thrower was given back with no work done and an offer of $30 off a snow thrower up to $850. Two weeks later, a friend who took the engine apart informed me that the cam shaft had been broken in 2 places due to the incorrect spark plug. He has already gone online and found the replacement part, which cost less than $50. I am extemely unhappy with the initial negligence of the person who sold me the wrong spark plug, as well as the the obviously unskilled or hasty assessment of the current engine failure. This is completely unacceptable for a company built on the reputation of customer service and standing behind its brands. I called the 1800 number on my work order to discuss my concerns with a person in charge, but was told they only handle household appliances (not snow throwers). Before calling another number and being placed on hold, I hope this gets me in touch with the proper person. Thank you. Jaime Alford

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SearsCare
SearsCare
Chicago, US
Apr 25, 2011 6:01 pm EDT
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Dear Jaime Alford,

I saw your comment here and I wanted to reach out and apologize for any inconvenience that we may have caused you. I can see that proper research was not done in ordering the correct part to make sure that we resolve the issue correctly. We would appreciate the opportunity to make things right on your behalf and further investigate this as well as resolve the issues. My name is Misty with Sears Cares and we are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager.
At your convenience, please contact my office via email at smsupport@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the snow blower was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Jaime Alford) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Misty H.
Social Media Moderator
Sears Social Media Support

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7:28 pm EDT
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Craftsman Equipment dissapearing

I took my leaf blower in for repair to Sears. I was told that it would take 10 days. Two months later a lady called and told me that it needed a new carburetor for $ 90.00. I told her that was Ok and to go ahead and she told me I would be called when it was ready. One month ago after finding the right phone # I called and was told that it was ready. Today 4/18/2011 I went to pick it up and was told that it was destroyed. I was also told that a registered letter ha been sent to me and came back to them. My letter box is sealed and I never received any registered letter. My phone # is clearly on the receipt that they gave me but no phone call. On the paper work that I was given no where does it say that that an item would be destroyed after a period of time. I paid Sears $29.99 when I took the blower in for repair, at no time was there any mention of me getting my $29.99 back at any time nether loan the blower. Why would anyone put a new carburetor on a piece of equipment and then destroy it. I don't think so. I have been a customer of Sears for many years and I don't understand this non caring attitude from Sears at 1620 South Abilene St. Aurora CO 80011. I want my Leaf Blower back.

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Update by barry Simpson
Apr 26, 2011 5:56 pm EDT

Misty, thank you for replying to my complaint. My current Phone # is [protected] this is the same Phone # when I purchased the leaf blower.
I think my attitude toward this complaint is one of concern that customers can be ripped off like this.
I look forward to speaking with you soon regarding this matter.
Thank you. Barry Simpson.

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SearsCare
SearsCare
Chicago, US
Apr 21, 2011 7:03 pm EDT
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Dear Barry Simpson,

My name is Misty and I am part of the Social Media Support Escalations team at Sears and I am very concerned about what I have read here. We would like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at smsupport@searshc.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the leaf blower was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (barry Simpson) for reference to your issue and we do look forward to talking to you soon.

Thank you,

Misty H.
Social Media Moderator
Sears Social Media Support

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7:13 pm EDT
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Craftsman repair of lawnmower

In September 2008 I purchased a craftsman 625 series lawnmower serial#072408M021169 from Sears. Since then I have taken it to the repair deptmartment twice for the same self propel problem. The 2nd time was last September 2010. Today, April 15, 2011, the same problem occurred. I took it back again and was informed that since my warrenty was out there was nothing they could do except call the customer care center.
I called the customer I dont care center and explained that common sense would dictate that since the same problem occurs 3 times it is possible that it was never repaired correctly the 1st 2 times and was told there was nothing they could do about the charge but they would be glad to send it away to be repaired again or I could call craftsman and provided me a number. The rep. at craftsman said that sears is responsible for the repairs and that no documentation of ongoing problems with this model of mower exists and it was probably not repaired properly in the first place.
So now I have a barely used mower that looks new but does not work properly.
I know that I am just venting on deaf ears now but it is just frustrating that a company that I have shopped at and trusted for years cares so little about its customers.
However there are many other stores that will be happy to receive mine and my entire family's business for the many years to come.

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kredrord
Newport News, US
Jun 30, 2012 11:14 am EDT

Yea I agree they SUCK. Purchased mine in 2008 called said well it is out of warrenty. Well I paid good money for this piece of crap and no help. Have replaced the module last year 50.00 now they said it may be the carb or starter motor, another 200.00 do they think we are crazy and tell us they will give me a discount on a new one. What the heck. The carb is just a carb few jets float and bowl, what needs to be replaced. I agree they are crap and think I will visit sears and let people know not to buy these.

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M
Mower-Hater
, US
Jun 20, 2012 6:07 pm EDT

My Craftsman mower from Sears sucks. My first hour with it I got so excited to crank it up for the first time and it didn't do ANYTHING. It didn't even sound like it was about to turn over. What a piece of crap. What a complete piece of crap! It takes at least 3 people with the strength of Hercules to get it to start and even then it just chugs like it's about to cut out at any second. The lawn mower repair kit works great for that day the new spark plug and filter are installed. Double check the oil and I drive 30 minutes to get the non-ethanol gas and everything! But then the next time I need to use it -- YOU GUESSED IT -- it fails to start again! So I guess Sears and Craftsman expect me to spend and hour servicing my mower every time I need to use it. AWESOME! What a piece of crap this mower is. My guess is at some point in time some loser decided they could make more money off of them if they downgraded the design somehow. AWESOME decision guys! You sell crappy mowers that don't work! I hope that guy has the corner office.

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the watch dog 172w
Carbondale, US
May 23, 2011 1:51 pm EDT
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sear products have now become junk items.

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the watch dog 172w
Carbondale, US
May 23, 2011 1:50 pm EDT
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i have a lot of problems with my lawn mower too. i even made a video on you tube, check it out when you have 3 minutes.

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Craftsman Watch out! Warranty on Lawn and Garden tools has changed!

FYI The Craftsman "lifetime warranty" has been lifted on new tools like: shovels, rakes etc. which have a wooden handle
it has been replaced with a 25 year "limited warranty"
fiberglass handled tools seem to still have the lifetime guarantee.

don't know why they did it, if a shovels gonna break its gonna do it within 25 years the only thing that will happen with this change will be a loss of many loyal customers... they're gonna loose money...

ohh yea all of craftsman's "New Innovative" tools are made in china
these tools include:
-the "dogbone" wrench
- the "universal Wrench" (boxed end is a bunch of raised edges)
- the reversible open ended wrenches
basically if it doesn't look like a normal tool then its probably made in china
I think i have seen some other tools that are made in china as well.

and pretty much every power tool is made in another country

craftsman is destroying themselves and pissing people off in the process... WHY?

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Craftsman lawn mower lemon

I bought a lawn mower in 6/2007. It was in the shop 3 times under warranty for the same thing. The front drive did not work. The last time the repair man reassured me that the problem was fixed. I went to use it in Feb 2011 and it did not work again. I am gone all summer so the lawn mower is hardly used. They want $111.00 to fix the same problem. The lawn mower was a lemon to start with. I want a new one.

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