- Tempe, AZ
Whatever happened to the Craftsman “no questions asked” tool replacement policy? I’ve always owned Craftsman tools, but my wrenches were almost exclusively metric until I received a 12-piece Standard SAE set (Part No. 947046) this Christmas. However, the finish on these wrenches all looked odd – some were heavily pitted – the box ends seemed coarsely cut and they just felt “different.” That’s when I discovered they were made in China.
My local Sears store has plenty of identical US-made wrenches on the individual racks, but they refused to exchange them. They said my wrenches weren’t damaged, but I pointed out the warranty only cites my satisfaction as grounds for replacement – e.g., “If this Craftsman hand tool ever fails to provide complete satisfaction, it will be repaired or replaced free of charge.” I was dissatisfied with the fit and finish, so I wanted new wrenches.
They asked for a receipt; I told them it was a gift. They offered a gift card for the last sale price of the set (about half MSRP); I declined because I wanted the wrench set. I suggested I could mix them all in a blender, then replace them one at a time; they actually said they’d call the police and have me arrested for fraud.
When I was in undergraduate school (I’m an engineer), I had an assignment to study the microstructure of a metallic object, so I decided to compare the compositions of a Craftsman wrench with a Japan-made one. I cut both wrenches into perhaps a dozen parts, mounting the samples in Bakelite and ultimately pulling the shanks apart (it looked like taffy). As a joke, I took the pieces of the Craftsman wrench back to Sears to see what they would say. The ONLY question I was asked before they gave me a new one was the wrench’s size.