Every time I go into this store, I find their customer service is subpar. Most recently, I brought in a Craftsman wrench to be replaced on the lifetime guarantee. The ratchet part had broken. They asked me to check and see if they had it in stock, but they did not. So they took the wrench and had me fill out a form. She didn't even know how the process worked. (I've had two replaced in the last couple of years and had to explain to her how I had received the other two in the mail...this should've been my red flag). I left the wrench with them. Forward 5 weeks later and still no wrench. I went into the store to inquire and the lady didn't even bother to help me. She shuffled in the drawer haphazardly, scratched a phone number down on a piece of paper and told me to call it. Seriously? That's your customer service? I will drive to another city if I need anything from Sears again...if I can't find it somewhere else.
UPDATE January 28, 2017: Attempted to contact Mr. Farris at his information below. He didn't bother to return my e-mail either. It's been 2 weeks.
All USA
Every time I go into this store, I find their customer service is subpar. Most recently, I brought in a Craftsman wrench to be replaced on the lifetime guarantee. The ratchet part had broken. They asked me to check and see if they had it in stock, but they did not. So they took the wrench and had me fill out a form. She didn't even know how the process worked. (I've had two replaced in the last couple of years and had to explain to her how I had received the other two in the mail...this should've been my red flag). I left the wrench with them. Forward 5 weeks later and still no wrench. I went into the store to inquire and the lady didn't even bother to help me. She shuffled in the drawer haphazardly, scratched a phone number down on a piece of paper and told me to call it. Seriously? That's your customer service? I will drive to another city if I need anything from Sears again...if I can't find it somewhere else. UPDATE January 28, 2017: Attempted to contact Mr. Farris at his information below. He didn't bother to return my e-mail either. It's been 2 weeks.