I sorted through my lifetime collection of Craftsman tools the other day and came up with 3 ratchets, 4 wrenches, and 4 sockets that the chrome finish was chipping off of and there was some rust showing. I have several hundred Craftsman tools that are nice and shiny - only a problem with these 11 Craftsman tools. I took the tools to Sears in Morristown, TN and asked to have them replaced. The clerk said there was rust on the tools and they could not replace them. The department manager said the same.
The store manager said the same. I asked about the Craftsman Lifetime Warranty and the store manager said that did not apply if the tool was abused and the rust showed the tool was abused. I told them the tools were supposed to be chrome coated to eliminate rust and the fact that they were rusted means in my opinion the tools were defective. Also they have a "Satisfaction Guaranteed or Your Money Back" warranty. The manager said this did not qualify.
I filed a complaint with the Better Business Bureau in IL and the answer was the same word for word - plus the Illonois person said that since I was attempting to exchange numerous tools I had probably bought them damaged and was trying to exchange them for new and that the "onus was on me to provide proof of purchase for each item I request to exchange". Was I just insulted by the Sears Corp.? On the satisfaction guarantee Illinois states that "it does not state that a consumer will be granted any request just because they are not satisfied.The satsfaction Guarantee only indicates that we are always willing to weigh a customers satisfaction versus our policies to insure we are being fair and equitable." Will Never Shop Sears Again - 11 tools are not worth all this time - wish I had tried to exchange tools many years ago. Main reason I purchased so many Craftsman tools was the advertising about the Satisfaction Guarantee and the Lifetime warranty.

Make a Note about proving each of your tools was purchased by you from Sears - no where does it mention this in the store or tool cataloges - they can always throw this one at you.