Sears Complaint - Who Stands Behind the Craftsman Brand...Not Sears?
Aylwin B. Lewis, President & Chief Executive Officer
Dear Mr Lewis,
I am corresponding regarding my experience with Sears parts.
I purchased a wonderful Battery Drill early last year and enjoy using it (part number is 315.115350). I paid a little over $50 for the tool, and found it to be a great value.
Recently the charger quit working. I went to Sears hardware and was re-directed to the Sears parts and repair store a number of miles away. The parts store does not carry a charger for my drill. I'm told I can purchase one there or online for $16. I'm ok with that, some things don't last forever. When I was told I would have to pay $9 for shipping my chin fell to the floor. Why can't they just have it shipped to the parts store with other products?
The net result:
I purchased a Drill, flashlight, two batteries, case and charger for a little over $50. To continue using this product, with a charger I would hope should last longer, I must now pay almost $30 for the part, shipping and tax.
Here is my position:
If the Craftsman product is no longer any better than the cheaper competition, then there is no reason to purchase the Sears product. I purchased a Craftsman product expecting the same durability and backing Sears has built around their Brand. Today, I am finding the Sears brand to be no better than Black and Decker, etc., where I can purchase replacement parts without being treated like an un-reasonable customer, with un-reasonable expectations.
I hope this note finds you well, and that Sears can turn this around. If not, I anticipate your brand will not survive, and your company will fold, or continue to lose market share. This will be a great loss for the American consumer.
Benjamin S Taylor - Formerly Faithful Customer