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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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Craftsman reviews & complaints 125

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6:12 pm EST

Craftsman There seems to be a poor and inconsistent product quality of tools under &Craftsman& brand name

There seems to be a poor and inconsistent product quality of tools under "Craftsman" brand name.

The store management is callously indifferent to requiring customers to make repeated trips to store to correct problems and the resulting inconveniences.

The apparent economy of purchasing items at Sears is illusory after one considers the cost of remedying problems.

The "real cost" of buying at Sears is probably higher than than buying from other merchandisers.

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SearsCare
SearsCare
Chicago, US
Jul 06, 2011 6:15 pm EDT
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To Norb Warnes,

I'm sorry that you are unhappy with the quality of the tools you have purchased from Sears. My name is James and I am part of the Social Media Support Escalations team at Sears and we would like to address this and any other Sears related issue you may have. We value you as a Sears customer. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and please also provide the screen name (Norb Warnes) 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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JKDE
, US
Jul 01, 2011 2:48 pm EDT
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When Sears started to act like K-Mart, the quality of their Craftsman tool line, management, and service went downhill.

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5:59 pm EST

Craftsman New saws don't hold up as well as your older saws do

My complaint is that your new saws don't hold up as well as your older saws do. Last year around this time we bought one of your new Craftsman chain saws, a 16 inch 36 cc. We have cut some where about 4 racks of wood with this saw.

It has never worked as well as my old craftsman.

I'm not happy with this new saw. After the saw runs for a half of hour or so, its real hard to start back up. My old Craftsman saw never did lay down on me.

So why is your new saw Beening Lazy? If you are going to put your name on these saws, make sure that they can do the job.

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2:35 pm EST
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Craftsman Replacement Parts

I have a 5 year old tractor which has a plow to remove the snow. The engine transaxle belt broke. I went to sears in Poughkeepsie, N.Y. to get a replacement belt for it. Since Sears closed their Service and Parts store in Fishkill, N.Y. You would think their stores would carry more parts which are important for their tractors to stay running., in my case. I had to order the belt, which will take about 7 days to get. We have had a lot of snow this year and it is snowing every 3 to 4 days. The thing that really makes me mad is that the store had tons of belt and blades for mowing decks in the store. The grass is buried under 30 inches of snow and you have grass cutting parts. What a joke. Nobody needs these parts now. The parts in the store should be the parts you need to keep a tractor running. Such as a Main Drive Belt. Whoever is responsible for stocking Sears parts has his h? Up his a?. I hope something is done to fix this problem I and I'm sure others have had.
Steven B. Hopewell Junction, N.Y.

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1:00 am EST
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Craftsman employees lying about no warranty

My father bought Craftsman hand tools because he said they were a good value. I continue the tradition despite having to deal with employees and even managers to make them honor their hand tool lifetime warranty. I bought a Craftsman Snow Pusher four years ago. The second season the blade started to bend. Sears was out of stock till the next winter. I kept my receipt and the following year they finally honored a replacement. This second Craftsman Snow Pusher also started to bend after one season and the bottom handle rivet popped out. I went to the nearest store and the first manager said they were out of stock till next winter. They had generic pushers and I wasn't going to drive around the whole state trying to find if another Sears had one. I asked to speak to her manager and after a ten minute wait he said my Craftsman pusher with fiberglass handle is not a stick tool and is not covered by the Craftsman warranty. Really? Then how I asked did I get it replaced before? He said it's not covered. I said show me. He went to the Sears internet warranty site and as he is scrolling down the page I see wood and fiberglass hand tools. He goes quickly by the page and I said go back. Humor me. Go back. He scrolls back and sure enough there is a complete description of Craftsman hand stick tools and Snow shovels and pushers is there in the description of covered warranty. So now after having to basically fight for my warranty rights I am correct and he is wrong. He gave me no apology. Because they didn't have a Craftsman tool to replace mine I accepted a generic model almost same in size. Bottom line is the new Sears management mind set seems to be deny the customer any warranty rights and make them go away. Keep it up and we will.

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Update by JKDE
Jan 28, 2011 10:39 am EST

When a Sears's employee sells you a more expensive Craftsman tool and tells you "it is warranted for life. Should it ever fail, bring it back and it will be replaced free of charge" they should honor the warranty when you bring it back. I always try to find an older sales person who has long worked for the company as they are more honest and knowledgeable and willing to honor the warranty then the newer younger employees who care less about customers and warranties and just want to make a sale.

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9:23 pm EST
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Craftsman lemon

Consumer’s Report has our Craftsman Snow Thrower model (536.881651) as a high-end example. I suppose every snow thrower model has a lemon. Our Craftsman Snow Thrower seems to be that proverbial lemon.

We have been able to have many hours of use, for the perpetual problems that we’ve faced over the three years that we’ve had our Craftsman Snow Thrower.

At one point we asked to have our Snow Thrower replaced, but instead, the repairman just told us to buy another maintenance agreement. If we would have had it replaced at this point, it would have still been under warranty! We bought a one-year maintenance agreement after the first one expired. Then, we bought another one-year agreement. Well, our current maintenance agreement has now expired and we have a new problem.

Instead of getting a new maintenance agreement, we would rather just have a Craftsman Snow Thrower that will actually work!

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3:29 pm EST
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Craftsman covering up the truth

i went to sears november the 28th 2010 to look at their craftsman hand tools as a christmas gift idea. almost all their craftsman tools which were "proudly made in america" are now made in china and are now "proudly distributed in america". the made in china is in very small print on the package and conveniently covered with a wrapping on the tool where the china is stamped into the metal. i have been faithfully buying craftsman tools for 40 years and this is how they return the loyalty. if you have any made in U.S.A. craftsman mechanic tools with a lifetime warranty that break, when you take them back to sears for a replacement they give back a piece of chinese junk in return. i, for one wont step foot into sears again.

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Zsmith
Trenton, US
Aug 09, 2010 7:44 pm EDT

I bought a new 22" push mower in April 2010, it went in the shop just over the 90 day mark all they could tell me was it needed a new long block the next week hem I tried to cut grass the mower slung a rod right thru the side of the block then while i was on the phone after the first 30 minutes of waiting the call was dropped after 25minutes of the second call waiting they have not answered. I am ashamed to own craftsman and am absolutely certain I will not shop there again. It is a 350$ piece of crap.

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Nick Montecalvo
Niles, US
Dec 05, 2010 7:31 pm EST

Whatever happened to "SATISFACTION GUARANTEED, OR YOUR MONEY BACK'? I have one of your power 1/2' hammer drills.It is stuck on the 'hammer'function.It was replaced on 01/28/02 because of a defective chuck.It has not been used that often.Your people at your Eastwood Mall location said that there was nothing they could do for me.I told them if I did not get satisfaction my family would never shop at Sears again and was told the same thing.I feel bad for arguing with them because they were nice peope, They were following store policy .I take good care of my tools so they take care of me.is there any thing you can do about this, or should I take it apart and fix it myself and shop elsewhere over a $69.99 drill?

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Emil
, US
Sep 10, 2010 11:02 am EDT

As a life long customer of Craftsman, I have been fairly confident they would stand behind the products they offer. A router I purchased for my father as a gift recently burned out after limited use. It is out of the warranty period and now Craftsman will refuse to help me. They want me to pay to have their service people inspect the machine and then want to charge me again to have it repaired. The customer service rep I spoke with finally gave me a false phone number to call. Nobody will help me with this product and I will never shop there again. My entire shop has been Craftsman products. I will never purchase another of their products.

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Ramon Rodriguez
Middletown, US
Dec 06, 2011 12:30 am EST

I purchased a Craftsman Snowblower from Sears Dept. store on 11/22/10.
I purchased the extended warranty. The Sow thrower had been working fine. I attemted to use the snow thrower on oct. of 2011, during a snow storm and it did not start. I took it to Sears to have it repaired on 10/30/11. Picked it up on 11/20/11, brought it home, and still wouldn't start, and they damaged the gas tank, I took the snow thrower back to Sears that same day, and explained to Sears the problem, Sears told me to leave it with them that they would have it repaired.11/20/11. Picked up the snow thrower brought it home, once again it did not start, and the gas tank wasn't replaced, I took it back, and was told that I have to give them another shot at repairing the snow blower before they can do something about replacing this snow thrower. I feel this is unfair, I don't live around the corner from Sears, and who is going to compensate me for the gas, and time going back and forth with this machine that doesn't work properly. Please let me know what can be done to resolve this issue. I am also a customer in good standing. Thank You.

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Marilyn25
, US
Dec 09, 2012 7:45 am EST

I was hugely surprised when I went to the Craftsman website in hopes of purchasing a Christmas present for my brother. I found that they have "special pricing" for Alaska and Hawaii. The product prices are considerably higher if you're purchasing from one of those states! The shipping is higher too, which is expected, but a higher price on the item itself? This is completely ridiculous. The price of an item, regardless of where it's being sent, should remain the same - only the cost of shipping should change. Why can I order a set of pliers from California and pay less for the pliers than if I order from Alaska? The cost of producing those pliers is the same regardless of where they're being sent. This is a complete rip-off. By the way, I checked the shipping and it's not that we're saving money on that part - it is as high as we normally pay. They've just arbitrarily chosen to increase prices on items being sent to AK and HI. Bad choice, Craftsman. I won't be recommending you to anyone.

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NARCEO
Berwyn, US
Mar 22, 2011 5:44 pm EDT

I PURCHASED A CRAFTMAN CANVAS JKT IN DEC AND RETURNED IT BACK TO THE STORES AFTER A FEW DAY BECAUSE WHEN YOU ZIPPED THE ZIPPER UP IT SEEMDED THE TEETH WERENT ZIPPING UP IT WOULD JUST SPLIT OPEN . SO WE DID AN EXCHANGE AND GOT ANOTHER ONE THINKING THAT WAS JUST A DIFFECTED JKT, WILL IT HAPPENED AGAIN TO HIS NEW COAT AFTER 2 MONTHS. WE PURCHASED THIS COAT B/C IT WAS ON SALE AND A LITTER CHEAPER THAN CARDHARDT. I WAS VERY DISAPPOINTED WITH THIS JKT AND WOULD NOT RECOMMEND OR PURCHASE ANOTHER.

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Todd & Megan Grimes
,
Sep 28, 2008 9:54 pm EDT

My husbend and myself went your wintergarden store to spend a large amount of money and we where not so pleased .As he needed tools for work and your tool department was not well stocked and had no prices and EVERYTHING I MEAN EVERYTHING was in the WRONG PLACE!.And he could not get what he needed for his job, I know how your store works because I am a former Kmart employee, so thats just wrong.And on top of that you need to retrain your upper floor mangament their not very nice.I can understand if your truck did'nt come in that week but thats just stupid And then in the mens department they did'nt have his size in jeans, then when went too check out our cart just fit though .What if some thing happened?and someone got hurt?.Like they pastout?But in all the store was clean and you need more people on the weekends.Receipt#[protected]

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JimEShoe
60018, US
Aug 17, 2014 12:24 pm EDT

Same here! Just chatted with online agent. Was offer $50 discount, but price still exceeds cost of buying a new Dewalt product. What POS company Sears and the Craftsman brand has become, Grandpa & dad are rolling over in there graves...

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Jeff - omaha
Omaha, US
Jul 27, 2013 9:57 pm EDT

In the same boat here. I love the drill, but come on Sears, I know you want to sell more tools, but why not sell tools and help our hard working dollars from having to keep on buying new ones. It is a waste. First off that the batteries only last a couple years. Secondly, the cost to replace the 2 batteries I have in my pack will be over $160! Sorry, but I would rather buy elsewhere and spend my hard earned money with a company that isn't going to force me to buy a new tool. Which you did, but I will buy anything other than a craftsman brand.

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OldTosan
Wauwatosa, US
Apr 06, 2013 9:44 pm EDT
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Similar situation: I replaced one battery for $69.00, second, some years later I can but for $59.00. I replaced the whole thing for $99.00 with a DeWalt 1/2" drill driver!

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Craftsman chain saw quality

I purchased a Craftsman 18" chain saw in the fall 2 years ago. I paid app. $120.00. I didn't use it that fall but the sale was soooo good I couldn't pass it up. I did use it the following spring for a couple of hours and was pleased with it's ease of operation. In the fall I need to use again and on the third pull, the starter rope jammed up and would not release. I brought it to Sears for repair. It took two weeks to repair and cost $85.00. Now, remember, I used it for approximately two hours on rather small stuff (the largest being about 2.5-3"). Now, having finished my job with other tools, and because the saw sat again over the winter, it was now out of warrantee but still had been used only a couple hours. This past spring, I used the saw again for about two hours, cleaned it up and stored it. A few days ago I again took it out to clear some sumac and other brush in the back yard. Once again, on the third pull, the starter rope jammed. I took the cover off myself and found that a screw was too tight a got it to release quite easily. However, the recoil spring popped out and I could not get it back together. Now I face another $85.00 repair bill. Is there something wrong with this picture? Sears gave me no satisfaction whatsoever (after all it is out of warrantee). $160.00 to repair a saw that cost $120.00, was used for about four hours and still looks brand new is just too much. The old adage that "they don't make things like they used to" is just no comfort. I have always been a craftsman user (as were my dad and brothers) but because of the product quality (planned obsolescence) I am seriously considering never doing business with Sears again.

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Craftsman can't get anyone to help me with parts

I have tried to get information on parts to fix my craftsman 1000W Tripod work light without any success. At fitst they ask how long I had the unit and I said about a year. They said if I had the reciet that I could bring it in for replacement However it was a gift and I have no such record. Well the answer was can't help. But then when I try to get help for parts all I got was several phone numbers to call, none of them were any help. IO am a memner of the craftsman club and a good Sears customer, all I want is a little help with my problem. Please contact me so we can get this resol;ved.

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Craftsman Service department

I brought my table saw at the Winnipeg Sales and Service for service nine weeks ago. I'm trying to find out the approximate wait time and estimated repair costs but seem to be hitting a brick wall at every attempt to try and get that. Since there is NO PHONE number available for customers to the Winnipeg Sears Service department I initially called the 1-800# and spoke to an individual from out of country and possibly out of continent. I've since gone in person to the Sales and Service office on three different occasions to try and get that information. They always tell me "someone from Sears in Regina, Canada will call you within two hours". I'm still waiting for the phone call. During my last visit to the service center I requested to speak to the manager; they told me that was not possible! I then requested the manager's business card and was told she didn't have one! I asked for the manager's name but that was also refused . I left the office with no answers to my two questions and a refusal to have someone from management guide the consumer as to what steps to take next. I just feel like I'm being stepped on with nobody to turn to for help.

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Craftsman The Lawnmower

I am still shaking from the incident I just had with this lawnmower. Smoke started billowing out of it...and then it caught fire! I had to run for my life because I thought it was about to explode. I raced fast to the front steps & found a heavy mat & threw it over the mower. I called Sears, naturally (since it's under warranty) and they wanted me to put the burning lawnmower in the back of my car & bring it to them...I'm not making this up! I purchased this mower at the end of the season last year, so I've only used it this season ...and not all that much since we had very little rain here this summer.

It's a rotary, self propelled 650 Series Briggs & Stratton Engine, model #917, 376231.

Is anyone aware of these other incidents like this?

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Craftsman zero turn mower

I have had my mower for one whole year and have only been able to use it ten times due to it being a total lemon! On delivery day (August 09) the battery was dead and so the drivers had to jump start it with my truck, when I went to use it a week later it wouldn't start so I called the store where I purchased it to be told I would have to get a service call (note the blades hadn't even touched the grass yet), I went into the store and persueded the manager to get someone from the store to come out, OK so new battery installed. In May I had to get a service call as the battery was dead again! only to find out that the starter and regulater were faulty, waited a week for the parts to arrive and have them fitted. Here we are in August and the lawnmower doesn't work again! this time the engine keeps flooding, when I called the service dept I was asked if I had checked the spark plug, had fresh gas and the oil was good, all had been checked and a call was booked for two weeks later only to get a call on the service day ten minutes before they were due to say they couldn't make it and I needed to reschedule, I have just come from the store were I purchased the mower and was told that an engineer needs to come out four times before I can get a replacement lawnmower! good job I purchased the extended warranty even though it has a two year repair or replace. I will never again purchase anything from Sears the customer service is terrible and so are the products they sell.

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SearsCare
Chicago, US
Sep 21, 2010 12:38 pm EDT
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Dear Lousy service and product,

Please accept my apology for my tardy response to your post. I was saddened to hear of the problems your new Craftsman mower has given you in the year you've had it. It definitely is not normal for a new tractor/mower to have the reoccurring problems such as yours. I'm also truly sorry for the scheduling and service issues you've encountered. We do our best to honor and maintain our service appointment schedule, but cannot leave a service call in the middle of repair to make the next appointment. We would not do that to you or any of our customers. I'm Scott with Sears Cares Escalations; we'd like to help. At your convenience please contact my office via email at searscares@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the mower was purchased under and we will call you at your convenience. In addition, include your screen name (Lousy service and product) in the email so we can reference to your case.

Thank you,

Scott J.
Sears Cares

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Craftsman failure to honor warranty

Less than three months ago I purchased a Craftsman 18 volt Cordless Weedeater from Kmart. Since the battery pack would not hold a charge for more than 10 minutes, I followed the Craftsman warranty instructions and took the battery pack, charger, and my receipt to the full line Sears store in Novi, Michigan. The associate there told me that I would have to return it to Kmart. He checked with two other associates and they agreed. I stated that, besides being parts of the same company, the warranty specifically told me to return the item to Sears. The associate repeated that there was nothing he could do. He then handed me back my receipt and turned away. I have been a Kmart associate for more than 30 years and am thus a Sears Holding Company employee as well. The reaction I received from the Sears store was disturbing. I would appreciate an explanation.
Thank You Ed Dintsch [protected]

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SearsCare
Chicago, US
Aug 24, 2010 9:01 am EDT
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Dear edintsch,

I recently came across your post and was concerned with what I read. I'm sorry to hear about the problems you're experiencing with your weed whacker and the treatment you received from Sears when you attempted to drop off the item for repair. I'm sure this must be frustrating and inconvenient. I'm Scott, and I'm a case manager with Sears Cares Escalations; we'd like to help. At your convenience please contact my office via email at searscares@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the weed whacker was purchased under and we will call you at your convenience. In addition, include your screen name (edintsch) in the email so we can reference to your case.
Thank you,

Scott J.
Senior Case Manager
Sears Cares

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Craftsman junk product

I purchased a 18.5 hp riding mower from sears the summer of 2005 it lasted 1 month past the warranty, blew up, and I maintained this mower and treated it like a baby, then I called sears to see how much a replacement motor was and they told me it was 100.00 less than I paid for the entire tractor. What a scam they have going, since I paid 1200.00 for the thing there was no way I was going to pay 1100.00 for a moter, stay away from craftsman tractors, they are junk, mine is sitting in my front yard by a bust road with a big lemon sign on it for all the world to see! Sears offered no help to me so I will do everything I can to prevent people from shopping there!

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Craftsman repairs made that were unauthorized

On July 14, 2010 I brought by Sears Craftsman lawnmower to the Sears store in Lake Charles, LA for repairs. The mower was still under warranty and the self-propelled wheels had quit working for the second time.

Upon arriving at the store I was told it would be August 3 before the mower could be ready due to it having to be sent to FL. Needless to say it was not ready by the date I was told.

Last Monday, August 2, I received a call from the repair shop and telling me that my bill would be over $150 and the guy who called listed all kinds of things he was going to do to the mower that I did not want done. For example, I can change the air filter and the blade. I told him to only repair what was covered by the warranty and nothing else. He said "ok" and hung up on me. That alone was enough to cause me to NEVER shop at Sears again.

Today, August 9, 2010 I got a phone call telling me that my mower was ready. When I arrived at the Sears in Lake Charles, LA I was told that I owed over $139 for repairs made. I asked what repairs and the guy began listing all the things that I told the repair shop NOT to fix. I told them I had not authorized those repairs and that I was not paying for them. The MANAGER told the associate to go TAKE OFF THE BELT, THE GAS CAP, AND ANYTHING ELSE THAT WAS PUT ON THE MOWER. I said, "You're going to send me home with a broken down mower because of Sears's mistake?" He said, "Yes." I told him I wanted a manager and he said he was the manager. I told him I wanted someone higher than him and he smugly told me to come back Wed. In economic times like these, I have one thing to tell you, Sears: OTHER STORES SELL LAWNMOWERS! I want my mower. I want it ASAP. I want it fixed like I asked it to be fixed or I want the old parts PUT BACK ON! I try to shop with Sears because of the reputation of Craftsman products but this is ridiculous. The guy told the employee to take off parts of the lawnmower and told me I couldn't have my mower with those parts unless I paid for them even if I didn't authorize it! I am shocked! I am appalled! I am upset! and I will tell everyone I come into contact with about this and, as you know, they will tell their friends, and the reputation of this Sears and Sears nationally will suffer. Is this how Sears does business? Is this how Sears pleases and maintains customers? I expect this to be resolved as soon as possible. By that I mean I want my repaired mower returned to me, not held hostage, and I expect the unjust, unauthorized fees to be waived. And I want that smug, arrogant, "manager" to be the one to call me and load my mower. Are we clear on this?

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Craftsman - lawn mower will just stop running

I purchased a Craftsman Lawn Tractor Model No. 917.28714 DLS 3500 Limited Edition In April of 2007. I did not purchase any Maintenance Agreement. I previously owned a Craftsman that i had for 17 yrs and it still ran good when i got ride of it and purchased the new Limitied Edition in o7. I did not purchase the Maintenance Agreement because Craftsman alway...

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Craftsman Never completed work

This company is extremely overpriced and does very poor quality work. They start the job, make a mess out of your property and then take forever to finish...IF they ever do! Nobody every answers their phone and they don't bother to return calls. The owner disappears as soon as he gets your check and then tries to get more money from you to finish the job.

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Great T
75248, US
Jul 23, 2011 2:41 am EDT
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I have seen his fences and he says he guarantees his work although I do know one person who is not happy with the work that was done to her fence including the stain job which appears to not be sticking to the wood.
I know this person and they are particular so I just figured that it wasn't 100% perfect so we had to complain.

I attempted to get work done by "Armando". He came and got all measurements and the such but it took many many calls to get him to set an initial appointment time.
He says he has a contract that I have never seen. He has made appointments that he never shows up for.
Calls to his business go unanswered most of the time. When I do speak to him, he is rude and sounds angry that I am asking about the contract and says he will set an appointment to explain the contract. I'm still waiting.

I'd like him to do my work but I suspect because my work is not like $50, 000 worth, he puts me on the back burner. I suspect he only wants the really big jobs that in the end he probably makes nothing on.

Based on this I would not hire him and would tell others not to unless you need like $50, 000 or more worth of work completed. Even with that I'd shop around.

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Pbell
, US
Jul 22, 2010 9:01 pm EDT

I think this customers complaint is WRONG! I worked for Armando Medina at Craftsman Fence and Deck for over a year. Armando and his employees do nothing but excellent work. His fences are on the high-end but you pay for quality work and the material isn't cheap when you buy cedar. Post holes are dug 36" deep so you don't have a problem with leaning fences over the years. His fences are built to last. Most customers wanted the clear cedar fences with all the decorations, covered posts, beautiful gates and nothing but the best stain!

Armando doesn't have to be on the job daily. His employees are top-notch craftsmen, have worked for him many years and definitely know how Armando likes a fence to be built! They never leave a mess either!

When I worked for Armando our customers were always very satisfied.

I really don't understand this complaint as I know this company and their work ethic.

Pbell of Plano

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KimNTX70
Dallas, US
Jul 19, 2010 8:17 pm EDT

I had some amazing work done by this company. They were very prompt and fair. I never had one coplaint against them. I think you just didn't want to pay or something. You get what you pay for you know!@!

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Craftsman poor customer service

I bought a Craftsman 54 inch lawn tractor in april of 2009, and within 2 months it broke down. a technician came out to service it, and discovered it was manufactured improperly with a bent frame. He advised Sears, and myself that it be replaced. I fought with Sears for two months on having the tractor replaced, and finally they did so. about a month after repklacing the tractor, it broke down again. The same technician came out and serviced the tractor, and it ran properly again. The winter passed and I used the tractor approximately three times. I stored the tractor in my garage as I always do, and went to use it again. When I did, it would not start. I contacted the service department, and they told me I would have to wait about 2 1/2 weeks for a service. I explained to them that this is unacceptable, and that my lawn cannot be left unmowed for 3-4 weeks. Finally after fighting with them on the phone for about an hour(also being hung up on once), they agreed to come out between 1pm and 5pm of the next day(5/26/10). Coincidently, they did not show up, and at 5:05 pm, I received a call from Sears stating the technichian could not make it. I then called Sears today(5/27/10), and spoke with a woman in customer solutions, who told me that it was a forced appointment and the tech could not make it because he did not finish his route. I explained to her that I felt that they pretty much lied to me and just told me he was coming, so I would leave them alone. I then explained to her that my Grandmother worked for Sears for 30 years, my father has been buying Crftsman products for 40 years, and that I have now been buying Craftsman products for a year now since I have been a homeowner, and that I will never buy a Craftsman product again. She was silent for about ten seconds as if she did not know what to say. Suddenly she told me she was sorry I felt that way, and that there was nothing that could be done. I asked her if there was anyone who I could speak to, that could help me with my problem, and she told me that she was the highest person to speak to. I asked her if she had a boss, and she said she had a manager, but he did not take calls, or return calls. Nice huh? Finally she agreed to force another appointment in for tomorrow(5/28/10) from 8am - 12 pm, and she could not promise the tech would definitely get there. I think I know whats going to happen...Do you have any advice for me?

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SearsCare
SearsCare
Chicago, US
Apr 22, 2011 9:20 pm EDT
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Dear achoo,

First allow me to apologize for the delay in responding to your post. What you’ve posted here is not acceptable by any Sears standards and we would like to investigate this as well as resolve the issues. I am sorry that we have put you in such a frustrating situation and we would like the opportunity to make things right.
My name is Misty with Sears Cares and we would like to help. At your convenience, please contact my office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the tractor was originally purchased under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide the screen name (achoo) listed on your 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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achoo
, US
Apr 16, 2011 10:04 pm EDT

Same problem. My husband changed the parts got the sears guy after waiting for a month. The guy said to look at it we charge $130.00. He said the deck is a manufacturing problem. The scallops on the grass while cutting..We had to ask a mower guy to cut it for 3 weeks each time paying him $100.00 and I think we have to do it for the rest of the summer which is going to cost thousands of dollars! we are retired and cannot afford that kind of money not to mention what it is going to cost to fix it since the repair guy said it is $1500 to fix the deck! What is happening to these tractors. We paid too much money to begin with now all these problems.

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achoo 43
Destrehan, US
Mar 23, 2011 4:37 am EDT

same problem with sears craftsman tractor my husband changed it's parts after ordering it from another store waited, paid for all the part for weeks before he got them..changed new blades and thought good now it will do the trick. Guess what same problem. Scalloping digging up the ground on one side and not cutting on the other. Paid bukoo money for the trashy tractor. The customer service people are not friendly. They mention money before anything else. $105.00 to look at it on top of it whatever they are going to charge. Disgusting.

SearsCare
SearsCare
Chicago, US
May 28, 2010 4:29 pm EDT
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To 402133,
I found this post and I wanted to reach out and express our concern for this situation. I certainly empathize with what you’ve encountered with our service team. When we set up a service call, we anticipate that we can get the service tech to your home and the service completed within the time frame we give you. With lawn and garden season upon us, there are many people experiencing similar issues and calling for service. Due to the demand, we do not have the capability of getting a technician to your home as quickly as we normally do. We can try to force a call for a specific day, but the technician’s route is already full and we are asking that tech to add another customer. They may or may not be able to make it depending on their work load. We can’t ask a tech to leave another customer’s job partially done in order to make the next appointment. We wouldn’t do that to you or any of our customers. We will try, but we simply cannot guarantee the tech will be able to make it. Of course, this is not an excuse, just an explanation. My name is Brian and I’m part of the Sears Cares Escalations team and we’d like to step in and determine what needs to be done on your behalf so you don’t have to continue to be frustrated by this. We can help with this. At your convenience, please contact my office via email at searscares@searshc.com so we can get this resolved for you. In the email, please provide a contact phone number and the phone number the tractor 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 (402133) you used to post on this site, for reference to your issue and we do look forward to talking to you soon.

Thank you,
Brian J.
Senior Case Manager
Sears Cares

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Craftsman Repairs/customer service

I purchase the piece of equipment just one year ago. Along with CRAFTSMAN LAWN MOWER, Model #[protected] Serial#031609M000382. I also purchase an two years warranty, so I would not go though these changes that Sears feel the need to take me though.

For the first summer, my mower worked fine. No problems it cut great, I was totally satisfied. April 14, 2010, was my first time using this mower. I let my mower run for 15 mins, knowingly it stayed at bay during the winter months. I started cutting my grass, it cut for about 10mins. it started to stall make loud noises. I didn't wait any time with it, I instantly loaded it in my truck, on April 14, 2010. Service #[protected], I was told it will be ready on 4/22/2010. On 4/22, no one call me, so I gave them one more day, no one call, so I call them. And what do you know that my mower was fixed or better yet, back from the repair shop. On the 4/26 at 3:11pm. I picked up my mower, didn't understand why I was being charged for spark plug and filter, maybe the filter but never the spark plug. I know a spark plug last long that 3 months. However, I paid the $10.62, wasn't happy about it, but whatever! I brought home my mower, put fresh gas in it, started to cut my grass, and it started to do the exact same thing that put it in the shop in the first place. Which was, cut for a few minutes, then started to make a loud noise, then cut off. So I call back, spoke with Caty(she also was the lady who completed my transaction). She knew who I was because it had only been 15 maybe 20 mins. later. She told me to bring it back to her, never mind the gas being $3 a gallon. Not cool, I wasn't able to bring it right back. I played phone tag with serveral associate, getting the run around on who I needed to talk to at repair shop. I was told, that I was speaking with the wrong manager, I need to with the repair manager(Tim). Never can talk to him, never in the store, always missing him, got stomach problems, you name it I was told. And the assistant manager, was never ANY help to me, he don't no nothing, he can't answer any questions, he can just a message. Which in fact, he wasn't really good at it, due to the fact, repair shop never called me back.

On 5/13/2010, Service#[protected], I was able to get the mower back to Sears, and was expected to get it back on 5/23/10. But on 05/14, someone called me at 9:00A.M., with NO introduction, rudely stating "I got your lawn mower, I've LET it run for 30mins, and it's running fine." So I asked HIM, did you cut any grass or is it just running? He said its running, so I told him to cut some grass, then call me back. He never called me back.

However, I also called the 1-800 number, they was no help. And my lawn mower still have these manufactor and the extended warranty, and this is the best that can be done for me. Never-mind that my lawn mower stays INSIDE my house! I repeat, this is not a outside mower. This was a brand new purchase and I'm just not satisfied with the product or the customer service. I need to be made whole, without spending anymore monies. This was the hold point for buying it new instead of it being used or reconditioned.

Time is of the essence.

Thanks

Sharon Williams

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Craftsman FAULTY LAWN TRACTOR

IN 2007 I BOUGHT A YS4500 LAUN TRACTOR. IT IS A THREE BLADED MOWER, IT LEAVES A UNMOWED AREA OF ABOUT TWO INCHES BETWEEN THE CENTER BLADE AND THE RIGHT BLADE. THERE HAVE BEEN SEVERAL SERVICE CALLS MADE ON THIS MOWER, AND TI IS ALWAYS THE SAMEFIX. I AM TOLD TO CHANGE THE BLADES AND KEEP THE RPM UP.I HAVE CHANGED THE BLADES, WHICH I BOUGHT FROM SEARS, MANY TIMES, THIS DOES NOT HELP AT ALL.
THIS PROBLEM IS FROM DAY ONE.
MY NAME IS CLAUD LOCK AND THE MOWER WAS IN MY WIFE'S NAME, RECA LOCK.
CAN BE CONTACED AT [protected]@MSN.COM.

THANKS CLAUD

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Craftsman Rip Off to Repair

Edward S. Lampert
Chairman of the Board
Sears Holdings Corp.
3333 Beverly Road
Hoffman Estates, IL 60179

February 23, 2010

Dear Mr. Lampert,

I am writing to you to express my displeasure and frustration trying to resolve a problem with a broken cable with a Craftsman 9hp, 28” two-stage snowblower purchased about 5 years ago.

Two weeks ago, the cable that controls one of the chute directions (left-to-right) broke. I contacted Sears to order a replacement cable and was told it would cost $100. The reason given was that the cable is part of an entire chute control assembly. Therefore, a $1-5 item would cost $100 – a price that is about 1/8th the price paid for the entire snowblower.

While I clearly understand there maybe manufacturing advantages if someone purchases complete components and then assembles the full unit from those components. To not allow replacement of items that can readily break leaves the cost to repair a small component out of this world! I am struck by the cost to repair this cable and felt you needed to know that this customer thinks this approach is unacceptable.

I have been a big fan of Sears – buying my washer, dryer, dishwasher, two refrigerators and many other household products from you over the last 3-5 years. This once good relationship is called into question if the products I purchase cost that much to repair. I trust you fully understand that the true cost of ownership for a customer is not just what they pay upfront. It involves maintenance and replacement parts.

I would ask your office to look into this issue and recommend a more appropriate solution to fix my snowblower. Needless to say, it is still snowing in this part of the world and I would welcome a quick resolution to this problem.

Sincerely,
Mike

PS Model # 247.88790, Serial #1I284B10500002, & record #129728.
PSS I am also attaching the email communication with your staff – which is another matter entirely. But, I share this with you as well as I trust you too will find a training moment exists.

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