Patrick Keating

Review of Sears Holding Company

I originally wrote this post 6/14/18: This post is...

I originally wrote this post 6/14/18: This post is 100% transparent, regarding my experience with Craftsman with Briggs & Stratton motors, purchased at Sears.

I have used Craftsman products for a long time now, and always have thought they were "OKAY". I used them because of that "Mom and Pops" company feel, because my Grandpa always used their products, therefore instilling my trust and loyalty, until now.

Last year I purchased a new Craftsman mower (one of their higher end models) and a trimmer. So far within that year, two mowers have BROKEN and one trimmer.

I purchased these at Sears, the first mower died with light use in about 80 days. I had used it approximately 10 times, full of gas and oil, began to run extremely rough and would have difficulty starting. The mower would cut about 10 feet of dry, low grass before it would die. I took this mower into Sears who replaced it, even after giving me the run around trying to say it was "User Caused" it was eventually settled and replaced.

About 3 weeks later, my Craftsman trimmer died, wouldn't even start. Took the trimmer back to Sears and it was replaced no questions asked.

Now about 20 uses into my replacement mower, same thing. This time there was fire coming from the exhaust and a smoke trail going 30-60ft into the air. Fortunately my grass is green right now and it did not catch on fire and I had an extinguisher available. I called the number listed for Craftsman but it directed me to a Sears line as that's where the mower was purchased. I explained the situation to the representative on the phone who told me that he would pass this information on to the engineering team and would also file a safety form. He also told me that I could return the mower to any Sears and they would replace or refund me, no questions asked.

A week later, I take my mower to Sears and they give me a complete run around. They explained that they had "never heard of this replacement, being outside of the 30days they couldn't help me" they contacted their store manager who told them that they could not replace the mower and I would have to take it to a repair center.

I explained my phone call with the Sears representative and how they said I could get a replacement or have my money refunded due to the situation. They told me that that person was wrong an the only thing I could do is get it repaired. Being frustrated, I called the number listed on Craftsman's page and pressed "3" for Sears.

The person on the phone told me the same thing the store was telling me until I told them that I had already called and what the previous representative had told me. After the representative understood I had been lied too, she transferred me to her manager.

The manager told me the same thing, I requested that the phone call I had with the original representative was pulled, as all calls are recorded. I also requested their legal counsels contact information.

I WILL NEVER SHOP AT SEARS AGAIN and I WILL NEVER BUY CRAFTSMAN PRODUCTS AGAIN, I recommend you doing the same. If you have had similar issues, please let me know so I can pass on that information to my legal counsel.

Thank you and goodbye Sears, Craftsman and Briggs & Stratton

Update 7/18/18: After numerous phone calls (at least 24), then being on hold for over an hour, 4 hours total phone time later, I finally thought my problem was being resolved. The representative told me that she had spoken to a store manager at a Sears near the one I had purchased my mower from (because it closed) and that they decided they would replace my mower if I had my receipt. I told the representative that I would look for my receipt and in the mean time she would have a copy sent to me by email. She told me that it could take 4-24 hrs for me to receive the receipt, 24hrs later no receipt. Call Sears again, spoke to the same department, they had no record of my call. Next step was to call the store myself and talk to the store manager the representative had told me she spoke to. After speaking to the store manager they told me they never spoke to anyone.