I have to put this somewhere before my head explodes!!! I ordered a drill for H on cyber Monday. It came last week and I have been battling their non existing CS ever since.
When I got the box off my front porch it was full of small holes and whatever was inside was sliding all around in a huge box, I have ordered a lot so wasn't sure what is was.... I opened the box and there was clearly an old used drill just banging around loose in the box, no case or anything. The drill I ordered was new and in a hard black case.
I have since tried multiple times to call CS, they have disconnected me, not helped and literally not one of the at least 12 people has spoken english. I finally got a supervisor yesterday who told me the same thing all the others have. I am being told I have to return the drill with a shipping label they will send me, then 14-21 days later they will refund me. I can then reorder, I have explained every time that they need to refill my order properly because if I reorder it is over double the price now, and I used $12 worth of points that I will just lose. There is no way that is how this should be handled. I just told the "supervisor" they should be embarassed that they would ship out an old drill (isn't even the same as the pic - you can tell its an older model) that has electrical tape wrapped around the cord, is covered in scratches and has a huge return sticker still stuck to it!! We have at least $10,000 worth of Crafstman tools in my home, that we have bought twice because H had them stolen and we replaced with insurance. So, over $20,000 and their once wonderful CS sucks. This is why they are closing so many stores, I'm so frustrated.
I told H sorry, not sorry but he's picking a new brand. And, I'm not sending it back through the mail. I'm driving to the closest store, which is about 45 min. away to return in person because at this point I'm afraid I wouldn't even get my money back.