Sears
Purchase

I purchased a 15" Planer Molder from Sears for my husband to build some trim and cabinet doors for my new kitchen last spring. We didn't actually get around to the renovations until that fall but in addition to the more than $1000 spent on the machine, we had ordered $800 worth of various replacement blades and molding knives to do the job. Let than a week of using this for the first time, the gearbox went and we had to take it for service as a service call would not be covered under the warranty. Did I mention that the item weighs about 200 lbs? After 5 weeks, the planer was returned in working order.in the meantime, my kitchen reno is at a stand still. A few weeks later, we have some time to work on the cabinets again and the first day the planer is running again, the same part goes, which we confirmed the middle of January with the shop manager but the parts are still on order. Again, we had to make arrangements to take in the machine for repair as I can not lift it and again no idea of timing for it's return is given or apologies made. It has been another 7 weeks since I took the planer in and still no idea of when I can get it back or if it will even work again!
We have attempted to get answers from various departments who give us alternate numbers to call as it is past the 90 day return policy there really is not solution, no one can help. It is unacceptable that I have purchased an item that doesn't work but there is nothing that can be done. I completely understand 90 day return policies with stores but this is not buyer's remorse. I am stuck with the custom made blades that I ordered for a machine I have not even had a chance to use them on. I am just asking for them to admit that the item is faulty and return my money. After reviewing comments and feedback on line, there are other customer complaints about the same Craftman product so I am not alone, not that it helps finish my kitchen!

POOR CUSTOMER SERVICE, I have been a long time Sears customer and this has turned me off completely! I am so tired of hearing there is nothing they can do. I am in customer service, there is always a solution that is fair and reasonable!!! This is nothing short of ridiculous.

Company: Sears
Country: USA

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