Anonymous
map-marker Cresco, Pennsylvania

I need a replacement laser guide for an old 10"compound miter saw whixh is many years old but in excellent condition except the laser guide quit working. I have tried other universal replacements but

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I was quite surprised even with the age of the product you no longer have a replacement. But I can still use the saw without it but it was a great feature even then.

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User's recommendation: If you like the feature make sure you tell Craftsman and maybe get a back up

Joseph L Rbw

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| map-marker Healdsburg, California

Wrong tool in box

Craftsman - Wrong tool in box
Contains 1 confidential file for company representatives

The wrong tool was in the box. It was supposed to be a 1/2 impact wrench, but a different tool, an impact drill, was in the box.

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Steve G Gdl

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Terrible Warranty Service

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So I've had a craftsman breaker bar for a good number of years. Here awhile ago it decided it had enough stress and broke where the socket attaches on to it.

I went to my local Ace to get a replacement as craftsman's warranty is "hassle free in store replacement at any retailer stocking craftsman tools" Well, surprise, surprise, they are no longer allowed to do in store replacements! So ok no big deal, I'll do it online. Once on the craftsman warranty claim page it asked for proof of purchase as well as date of purchase. I have neither because I bought this tool years ago!

You aren't supposed to need that according to their warranty policy! But there is no way to proceed online with your warranty claim without that info! So I chatted with an agent. She says all good, you will get your tool in the next 2 weeks.

Ok, whatever, I don't need it that terribly bad. Well now it's almost 3 weeks since and no tool. I chat with another agent asking where my order is. She says "your order is still processing.

Please check back next week." Are you serious!? Almost 3 weeks later, and they haven't even processed my warranty claim!? This is absolutely insane for a company that promises prompt hassle free warranty!

The warranty is what made the company, but if they keep this up, I'll be buying more Harbor Freight tools. At least they honor their "hassle free, in store exchange" policy!

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Preferred solution: Apology

Lauren A Jlf

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Customer Service/Product Review

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Craftsman - Customer Service/Product Review

We received Craftsman tools from my mom for Christmas in 2022. We've been using the drill with our camper without any problem.

So, we thought we would start using the flashlight while we were camping. That thing only worked once. We turned it on to try to see an owl we heard, had the flashlight on for 3 minutes or less, turned it off, and it never turned back on. We thought it was the battery, but the battery worked with the drill for the rest of our trip.

When I contacted Craftsman's customer service, Juan informed me that they don't cover a flashlight under any circumstances.

A multi-million-dollar company can't give me a new flashlight to keep me as a customer. That's pathetic.

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Pros:
  • Drill works
Cons:
  • Service

Preferred solution: Full refund

User's recommendation: Don't buy from Craftsman

Robert L Pdk

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Broken handle on splitting maul

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Updated by user Dec 27, 2024

No help! No live operator!

Original review Dec 26, 2024

The wooden handle split. I tried customer service at Lowe's but they did not help me.

In the past, I always purchased your products from Sears but without the service that they provided for guarantees, I would hesitate to purchase your products. Can you help me so that I can continue to love Craftsman?Ch

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Loss:
$37

Preferred solution: Replacement tool

Darren M Crx

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Crafstman tools warranty policy and customer service is horrible.

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Updated by user Nov 12, 2024

After going through round and round with them I am already considering a change. I'm not sure how I will feel when and if this issue gets resolved

Original review Nov 10, 2024
After Sears sold Craftsman, I continued buying the product. I was unsure about how the warranty process would work, but I wasn't concerned.

Over the past couple of years, I broke a few tools and put them in a drawer to warranty out later. Then this past winter, I switched my cordless tools from another major brand to Craftsman. I figured since I already owned over 1000 different Craftsman products, I'd own the cordless tools as well. A month and a half ago, my oscillator broke.

I tried to exchange it through Lowes, but they didn't have a clue. I was given a phone number; I called and sat on hold for 20 plus minutes. I never talked to anyone. Moreover, I attempted to file a claim online, but that didn't work.

The next day, I tried again and was able to get the tool warrantied. I was told by email that I'd receive the tool in 14 days or less. Meanwhile, I took the time to warranty out the broken tools I had sitting for a while. Two weeks later, I have received all those tools but still no oscillator.

I need this tool to complete my home renovation. I emailed to see where it was, and I was only told it had not shipped. No help, no options, nothing. I emailed back asking why it's been over a month and got no reply.

I called and sat on hold two separate times for over 15 minutes and never got to talk to anyone. What am I supposed to do at this point? I own the tool because I need it and use it. However, I can't use something I don't have.

This is completely making me hate Craftsman products.

I'm switching brands. This company is not what it used to be.
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Loss:
$150
Pros:
  • Great tools in the past
Cons:
  • Horrible customer service

Preferred solution: Deliver product or service ordered

User's recommendation: I would not invest in their tools anymore.

Resolved
Robert P D

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| map-marker Cornwall, Ontario

Resolved: Warrenty on broken sockets

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Updated by user Dec 17, 2024

Company fixed the issue and I have been provided with apology. One socket was no longer available, sent me one size up , not much I can do about that tje larger one they had .

Updated by user Nov 22, 2024

Recieved 1/2 deep socket nov 22 2014 ,3/8 socket yas noted back ordered .

Original review Nov 17, 2024

Sockets ardbroken , no sears store in cornwall ontario warrenty item , so now had to go to customer service .

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Christerpher Qyy
map-marker West Columbia, South Carolina

Because I'm having to warranty another impact wrench. One that was warranted approximately 7 months ago. The other one was only used not even one time at the start of the use. The motor went out just

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I just wanted a Craftsman impact wrench battery operated for my husband. The new one came in.

He used it one time. The same thing happened.

Started smoking the first time he pushed the button to remove a lug nut. We've had trouble talking to someone

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Janice D Bym

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| map-marker Binghamton, New York

My craftsman hedge trimmer for the bushes the blades stoped working & the motor started to smoke

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My craftsman hedge trimmer for the bushes the blades stoped working & the motor started...
My craftsman hedge trimmer for the bushes the blades stoped working & the motor... - Image 2
Contains 3 confidential files for company representatives

Well, I am tired of my Craftsman hedge trimmer. The blades don't want to work over time.

When you try not to cut the hedge branch, but only trim the bush green instead, the blades start to seize up after a while. This is due to avoiding cutting or hitting the hedge branches and focusing on the hedge greens instead. I have had this second new Craftsman hedge trimmer since 2023, when you sent me a brand new one. I would like a brand new Craftsman hedge trimmer without issues, where the blades don't start to seize up over time and the motor doesn't die out on me.

I like Craftsman products, but not the hedge trimmer anymore. It's not reliable for what I need it for.

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User's recommendation: Don’t but craftman hedge trimmer ever they don’t work good

Temeka L Hen

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Warranty

Craftsman - Warranty
Contains 1 confidential file for company representatives

I bought a lawnmower on 4-7-2024. It has stopped working. I'm trying to find the best solution to resolve this issue.

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Jerry B Ucp

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Purchased a M220 mower, no prime, no choke = no start, not satisyat all with this product

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M220 Mower, no prime, no choke = no start. I have owned a variety of Craftsman hand and power tools. This product is less than quality.

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Cons:
  • Quality has deteriorated

Preferred solution: A mower that starts

SWhite

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The Worst Customer Service

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Contains 1 confidential file for company representatives

My husband bought a Craftsman gas-powered weed whacker at the beginning of June. It stopped working two months later, at the beginning of August. We contacted customer support for this product, and they gave us a list of companies to which we could take it. Most did not service hand-held units, a few didn't answer, and a few said they had too many units to accept any more.

So, we called back, and they gave us locations further away from our house. Those did not service Craftsman products or answer the phone.

Then they said we could find another person to service it and they would refund us. However, every place I called said they only service home appliances or lawn mowers. I really do not know what to do now.

We are now three weeks into this process with several calls, emails, and just no luck. We can't return it to Lowes because we are past the 30-day window.

I guess we will continue to contact the places that could accept them in weeks or months to see if they can eventually take it and fix it. In the meantime, my husband broke down and bought a different brand weed whacker, and we are out $190. My husband chose Craftsman because he has had good experiences with their products in the past. Obviously, we got a lemon this time, and it does not seem like they are ever going to resolve the issue.

We have used various kinds of Craftsman products, but this service is just awful. At this point, I am so frustrated with Craftsman that I don't want to give them another dime. Based on all the poor reviews, it seems like they do not provide any good customer service or honor their warranties.

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Loss:
$190
Pros:
  • You are lucky if it just works
Cons:
  • Really terrible customer service and not honoring warranty

Preferred solution: Full refund

User's recommendation: Choose a different manufacturer other than Craftsman.

Eidan Yga

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Verified Reviewer
| map-marker North Fort Myers, Florida

Programming my door so neighbors done open it with their remotes

I never got a call back and I was on hold for 25 minutes then disconnected.

It took me 20 minutes just to hit all the key button so I could try to talk to someone and then I was on hold for 25 minutes. After that, I got disconnected and I never got a call back. I would suggest using something other than Chamberlain or craftsman for your garage door opener needs.

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User's recommendation: Buy something other than craftsman or Chamberlain

Joseph L Rbw

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| map-marker Healdsburg, California

Wrong tool in box

Contains 1 confidential file for company representatives

The tool in box doesn't match box serial numbers it's wrong tool it's supposed to be a 1/2 impact wrench but the wrong tool in box there a impact drill in box

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Fleta Tzh
map-marker Casa Grande, Arizona

I have bought 3 pressure washers in a year and they all stop working within a month.

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I always thought Craftsmans products were good quality made and lasted as long as they possibly could. But after buying three different pressure washers of craftsmans brand within the past year.

All of them have taken a crab and to get them fixed you have to wait almost a month to have them repaired if possible. Not to mention that their customer service doesnt care that the products keep breaking because its a third-party customer service company. I bought all these pressure washers from Lowes for the pros home improvement store and is definitely not pro quality made.

Lowes also only gives you 48 hours to return the pressure washer and get a refund or exchange it. After that you have to go through craftsmans *** customer service to try to get it fixed.

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User's recommendation: Do not buy craftsman‘s pressure washers or really anything gas related because it will take a *** and you will have a hard time getting it fixed if you have the warranty.

Robyn B Ttw

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Company don’t hold up on warranty or band name

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Craftsman - Company don’t hold up on warranty or band name

I bought a lawnmower that was made in 2022, only to find out in 2024 that it was discontinued. I called to let them know that the lawnmower was about to catch fire.

It was smoking really bad and was not safe.

All I was basically told was to chase down my receipt and call them back. Other than that, there was nothing they could do for me, despite me having spent $400 on a lawnmower that barely made it two years.

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Pros:
  • Only thing to buy the tools
Cons:
  • Product is worthless and no customer service
  • Cheap foreign metals and americans out of work
  • No longer a part of sears only lol

Preferred solution: Full refund

User's recommendation: *** no

About

Related Companies

Stanley Black And Decker, Black and Decker, DeWalt, Troy Bilt, Stanley Tools

Summary

Craftsman is one of the leading lines of tools and garden equipment in the United States that is controlled by Sears Holdings Corporation. The Craftsman trademark was registered in 1927 by Sears. The company offers a great selection of tools and equipment including handle tools, power tools, lawn and garden equipment, storage and garage equipment. Craftsman created a special exclusive interest Craftsman club where people can be aware about new Craftsman tools and innovation and also has access to special offers and discounts. Craftsman brand is considered to be one of the most trusted America’s brands because of the quality of products. Craftsman provides unlimited lifetime warranty on all the hand tools.

Craftsman reviews and complaints

Craftsman is ranked 281 out of 3233 in Equipment category

Area Served

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