All these problems really trace back to top management. A few were simply incompetent, lacking in authority to help (like the Sears manager who refused to let me take their floor model) or maddening. About half the Sears people tried (but failed because they didn't have any systems support or their systems were down) to be helpful. I've had more than two dozen attempted contacts and a dozen contacts in my quest to get the three items I ordered. They have no idea who has their merchandise, where their merchandise is, or when it might arrive.Ĥ) Sears customer support is hit or miss. I've never seen a major retailer site that was so poorly designed, that led to so many broken links, and then was down for days at a time.ģ) Sears logistics is abysmal.

At this point, low price suppliers like Grizzly and Harbor Freight - pretty much the bottom of the barrel - make equally good tool chests.Ģ) The IT staff running is apparently incompetent. I'd given up buying Sears power tools decades ago, after they outsourced parts as a quick fix for revenue (thus eventually destroying their power tool franchise). ġ) The quality of Sears Craftsman products is deteriorating, witness the tool chest that bent like a pretzel. Human resources say they're doing this job too and won't know for another day if they have it. I get 'human resources' when I ask for 'merchandise pickup' from the phone tree.

I later call Sears to find out when it will arrive. The Sears manager refused to let me take the floor model (an identical model) despite my need to have this ASAP.

I again drive to the store - still not there and the overly-busy stock person doesn't have time to find it. It was then promised two days later for sure. Good news is that after driving 12 miles to the store, it 'ONLY' takes 1.5 hours to get a replacement.ģ) The bottom chest, which I had delivered to the store to save on exhorbitant UPS charges, is apparently lost somewhere in their system. I finally found a phone number through Google and then spent half an hour wasted with little help. Just as bad, the active site was of no help and also didn't provide a phone for service. Bad news is that (which advertises 24/7 service) was down most of the week - I tried more than a dozen times to find it up twice. Instead, Sears sent it to a third party who pretty much destroyed it in transit. In fact, after several attempts at UPS tracking it turned out that UPS never received the chest. Sears emailed me that UPS had it in transit (shipped at the same time as the chest, above, and they gave me a UPS tracking number for it). I wonder where the other top chest is, ordered and confirmed as sent to UPS at the same time.Ģ) It turns out the top tool chest got lost and was then damaged in shipment. Here's my experience - and I believe it's as good an example as any of how top management can gradually destroy a company:ġ) The intermediate tool chest arrived, as promised, via UPS. Total 'on sale' cost about $1000 for the 18 drawer stack. I've got six stacks of these and the quality (in the past) was a good balance of price and performance for home shop use. I recently ordered three Craftsman ball-bearing tool chests from.

Sears tool boxes