Craftsman tools lifetime warranty scam

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Mar 31, 2020
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I tried to exchange a broken “lifetime warranty” Craftsman ratchet wrench so I called the local hardware store that carries Craftsman tools and was told to bring it in for the exchange. The clerk on duty said that they didn’t have a replacement and to call Craftsman warranty at 800-469-4663. I called and was told to call 800-479-6351 and was told that the only way to get the replacement wrench was to to register with ShopYourWay. I objected but to no avail. I visited the ShopYourWay site and contacted Sophie via chat.


Sophie told me to call the -6351 number. I told her that I had and that I just wanted the replacement sent to me with no shipping charges. She assured me that I didn’t have to register with SYW and to call “the Craftsman manufacturers” at 888-331-4569 who would “be glad to help you with the exchange without being paid for shipping or taxes”. I called the number and Dani told me that Sophie was wrong and that I must register with SYW and she set it up for me to simply register and use the points(?) she awarded me and I would receive the ratchet wrench and pay no shipping charges. BTW, the transcript of the chat came from Online Help Desk <[email protected]>


I proceeded to effect the return online only to be advised that I owed $4.80 for shipping. There’s no way that I’m giving these scammers my credit card number. I called back and someone who sounded drunk or whatever put me on hold for 20 minutes before disconnecting. I called again and Lucy insisted SYW was the only way. I told her to close my account. That wasn’t her department, she said, and would transfer me to online sales where I was on hold for another 20 minutes before I hung up. I tried to close the account online but it is not possible.


The ratchet wrench is going in the trash and I will never deal with Sears or any company that carries Sears products ever again.
 

weihlac

Verified Member
Jun 30, 2017
2,790
3,576
113
Maui Hawaii
I tried to exchange a broken “lifetime warranty” Craftsman ratchet wrench so I called the local hardware store that carries Craftsman tools and was told to bring it in for the exchange. The clerk on duty said that they didn’t have a replacement and to call Craftsman warranty at 800-469-4663. I called and was told to call 800-479-6351 and was told that the only way to get the replacement wrench was to to register with ShopYourWay. I objected but to no avail. I visited the ShopYourWay site and contacted Sophie via chat.


Sophie told me to call the -6351 number. I told her that I had and that I just wanted the replacement sent to me with no shipping charges. She assured me that I didn’t have to register with SYW and to call “the Craftsman manufacturers” at 888-331-4569 who would “be glad to help you with the exchange without being paid for shipping or taxes”. I called the number and Dani told me that Sophie was wrong and that I must register with SYW and she set it up for me to simply register and use the points(?) she awarded me and I would receive the ratchet wrench and pay no shipping charges. BTW, the transcript of the chat came from Online Help Desk <[email protected]>


I proceeded to effect the return online only to be advised that I owed $4.80 for shipping. There’s no way that I’m giving these scammers my credit card number. I called back and someone who sounded drunk or whatever put me on hold for 20 minutes before disconnecting. I called again and Lucy insisted SYW was the only way. I told her to close my account. That wasn’t her department, she said, and would transfer me to online sales where I was on hold for another 20 minutes before I hung up. I tried to close the account online but it is not possible.


The ratchet wrench is going in the trash and I will never deal with Sears or any company that carries Sears products ever again.
Craftsman no longer has anything to do with Sears. Sears sold Craftsman to Stanley Black and Decker in 2017 in an attempt to raise money. Sears went bankrupt in Oct 2018 and is unlikely to survive the current business shut-down.