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Business Profile

Appliance Sales

Craftsman

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Appliance Sales.

Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/19/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Craftsman V20 CMCMW220 mower stopped working and I am needing to purchase a part to repair it.

  • Initial Complaint

    Date:06/18/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought my father a Craftsman Model Type A riding lawn mower for his bday/father's day approximately 4 years ago for approximately $1,800. After the first year, the lawn mower starting giving issues. My father had the spark plugs replaced, which cost $200, replaced the belt underneath, and replaced the battery. We have found that we did not receive the appropriate benefits of this machine before it started breaking down, which happened soon after the 1 year manufacturer's warranty expired. It's been frustrating to say the least to have paid so much for it and then to have put in money to have it repaired only for it to still not work. It gives issues with turning on and when it does turn on, it doesn't lower the cutting edge down, the one that cuts the grass.Serial number: **********, MODEL NUMBER **********

  • Initial Complaint

    Date:03/27/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a Craftsman garden hoe in April 2020 from ******. The tool came with a ten year limited warranty assuring the tool was free of defects. The warranty was an important factor in my decision to choose that particular tool. In December 2024, the wooden handle split at the head and the tool was no longer usable. I proceeded to file a warranty claim. The process was very difficult and not at all obvious how to proceed. It took a large amount of my time to eventually reach the company handling the warranty. Once I presented my case, complete with photos, the claim was denied. The stated reason for the denial was because the tool was used and showed wear and tear. This is not acceptable if the tool is within the warranty period and the wear and tear was not relevant to the defect. They did not explain how they analyze wear and tear or make such a determination.

  • Initial Complaint

    Date:11/02/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I'm writing to express my disappointment with the quality of Craftsman products, which I had always trusted for their durability and reliability. I purchased a Craftsman ********** walk behind self propelled lawnmower not that many years ago, and I've faced numerous issues with it since! When attenpting to get help, the model doesn't even show up on the Craftsman website! These are my issues:1. **Underbody Rusting:** The mowers underbody has shown significant rust, despite proper care and storage. 2. **Broken Wheel Axle:** The front left wheel axle broke off unexpectedly, making the mower unusable without extensive repairs. 3. **Fuel Tank Leak:** Recently, I've noticed that the fuel tank has developed leaks, posing both a hazard and additional repair costs.I chose Craftsman expecting a reliable product, but the repeated issues with this lawnmower reflect poor manufacturing quality!! I would like to see this matter addressed, ideally with a repair or replacement. The Craftsman website does not make it easy to reach a live person for help.

  • Initial Complaint

    Date:09/17/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On March 18, I purchased a Craftsman lawn mower from ******. Immediately upon getting it home, we started having issues. After using the lawn mower twice in a month, it would no longer work without being jumped off. Then it would no longer work period. We contacted ****** about the issue, to which they responded it wasn't their problem and to contact Craftsman. We did so, frequently, to no avail. After replacing the battery out of pocket, something we shouldn't have had to do on a brand new lawn mower, the lawn mower, once again, drained and destroyed the battery within one use proving there is an issue with the lawn mower itself. We contacted ****** again, being told, again, to contact Craftsman. We contacted Craftsman and were told to talk to ****** about it. No one is willing to own up to and correct the mistake on their part of selling us a defective product and making it right. We want to return the defective product for a full refund. Craftsman will not offer a refund since we purchased it from ******. ****** will not offer a refund since it is past the refund date, despite being told initially we cannot return it since it is a lawn mower and it has to go through Craftsman and then being told we waited too long to return it, despite trying to get the issue corrected for six months now. We have been trying to get in contact with Craftsman since at least early July. We have reached out multiple times and been told someone would get back to us, with the most recent time not getting any response for at least two months. Every time we reach out to someone, they tell us to talk to someone else and then wait to respond for weeks.

  • Initial Complaint

    Date:09/03/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have a defective wet dry vac. This us a fire hazard. I called to try to establish a warranty claim, impossible to get a hold of someone in person or anyone to help.

  • Initial Complaint

    Date:02/13/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased a Craftsman 60k BTU tubed heater from Lowes on 1/15/2024. Upon getting home and unboxing the heater there was no handle or hardware to install such handle. I reached out to Craftsman customer support and they said they didnt handle the part and referred me to a company called Enerco. I emailed, called, and submitted a contact form to Enerco, however they cant be contacted nor will they return calls or emails. Ive reached out to Craftsman to have them rectify the situation, however they say they cant fix it even though its there product.

  • Initial Complaint

    Date:08/19/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This complaint has also been shared with the Consumer ************************* due to MAJOR SAFETY DEFECTS AND INOPERABLE USE AFTER ONLY ONE CUT. The safety clutch is inoperative, possibly causing the operator's body parts to be cut off. I was not able to get ***** Craftsman to refund or replace the saw, for a number of various reasons (mainly because they are now out of business and the chain saw company(s) that bought them out will not assist. The saw broke after just one use. Even the local repair shop was unable to fix it, yet still charged me. The chainsaw is a complete unsafe lemon!! Buyer beware.

  • Initial Complaint

    Date:08/05/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I registered all my tools I am more on craftsman.com where I have an account, I spoke to multiple support people, via email, and went through the steps, and they emailed me a shipping label, prepaid via **** and the paper to fill out and put my tools in, I sent many, many tools in that needed repaired, and were under warranty and its been over two months and no one will help me. They are refusing to give me my stuff back or even talk to me about it, Im getting nothing but rude disrespect when I do get an email and then itll be another few days before I get another disrespectful email, they are flat out stealing my stuff, this is ridiculous, and every single person I talk to has been rude and disrespectful and discriminative

  • Initial Complaint

    Date:06/01/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I call to check on the warranty on my lawnmower. I told them I try to pull it up online and it would not come up for me. I registered this product at the time of purchase and I also register another product that I purchased last year and neither one of those products is showing up. Here is the 11A-BOBY793 CMXGMAM201102 . I explained to them that I am disabled and is really difficult for me to move around at this time which is why I was trying to check on the warranty status before I had to try to find the receipt which would be very difficult for me. So, I wanted to check on the ************** before I would have to endure and pain of finding a receipt if it was not necessary I told this to customer service and the warrantied department who tried to argue with me down he did not want me to speak to a supervisor. I finally got a call back from a supervisor and he's going to tell me that I was incorrect and that I did not register the product I can believe that I registered the product if I want to. How are you just going to tell a customer they did not do something when they know they did I like to register any product and another product last year because I even called because I could not find the product online they help me out with that they even to me today you do not have to register your product. I said no I like to have my products registered so they would not be any issues. so, for a supervisor to talk to your customer and tell them that they are incorrect on the information to tell them that they are lying that they did not register a product is very unacceptable this has got me to a point that does not want to buy any other products from this company and how you going to tell a customer that told you they are disabled well you need to go ahead and find the receipt first and then call us after being told that it is difficult for me. For the last 2 1/2 I work out doing COVID-19 I have never told a patient anything like in the 30 years of working healthcare

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