Craftsman Reviews & Complaints

Craftsman reviews and complaints can involve warranty replacements, tool durability, batteries, repair support and parts availability. This page explains how to document a product or service problem, find the correct support route and share a first-hand review.

Share your Craftsman review

• Brand: CRAFTSMAN
• Parent company: Stanley Black & Decker
• Industry: Tools and hardware
• Customer service: 1-888-331-4569
• Published support hours: Monday–Sunday, 7 a.m.–11 p.m. Eastern Time, as listed on the official warranty page
• Official website: Craftsman.com
• Review topics: hand tools, power tools, batteries, lawn equipment, warranties, parts and repairs

Craftsman sells tools, storage and outdoor equipment for home, workshop and yard projects. The brand joined Stanley Black & Decker in 2017. Its range includes mechanics tools and V20 cordless products.

When comparing reviews, identify the exact product and purchase period. A decades-old ratchet, a cordless drill and a riding mower may require different service arrangements.

Customer comments on Craftsman’s warranty-help article describe mixed outcomes. Some customers report difficulty finding help or arranging a retailer exchange; others describe successful replacements after contacting support and providing photographs.

These individual comments do not establish how every claim will be handled. A useful review explains the product, the problem, the steps taken and the final outcome.

When checked September 17, 2026, the craftsman.com Trustpilot profile displayed a 1.6 out of 5 TrustScore from 74 reviews.

This is a small, self-selected collection of experiences, not a representative survey of all Craftsman customers. Check the review date, product and country before applying someone else’s experience to your purchase. Trustpilot scores are separate from the ratings readers submit to ZeroStars.

Craftsman-related complaints appear on the Stanley Black & Decker BBB headquarters profile. Checked September 17, 2026, the profile showed a B- rating and no BBB accreditation. Its complaints page displayed 144 complaints in three years and 51 closed in the previous 12 months.

These are parent-company totals, not Craftsman-only complaint counts. They include other brands and should not be used to estimate Craftsman product failure rates. A BBB grade is also different from a customer star rating.

Use the official Craftsman warranty information to select the relevant product category. The page separates hand tools, mechanics tools, storage, power tools and outdoor equipment.

Do not assume that a warranty described for one hand tool applies to every Craftsman product. Before requesting a replacement, gather the model number, purchase record if available and a clear description of the fault. Ask which warranty applies to that item and what documentation is required.

If you are seeking a replacement for an older ratchet, socket or wrench, photograph the whole tool and any stamped identification. Tell support whether it was purchased individually or as part of a set.

If a retailer cannot complete an exchange, ask why and retain that explanation. Contact Craftsman with the tool details and ask how to proceed. Do not assume that one store’s stock or exchange decision settles the manufacturer’s claim.

For a battery or charging problem, note the battery model, charger model and tool model separately. Record any indicator lights, the purchase date and when the problem started. The label on a kit box may not identify the individual component that needs attention.

Ask customer service whether the battery, charger or tool should be evaluated, and obtain instructions before shipping. Keep photographs, the case number and any replacement confirmation together.

For a mower, trimmer or other outdoor product, have the complete model and serial number available. Explain whether the problem involves assembly, operation, a missing part or a previous repair. Ask support to confirm the correct service provider for that model before transporting a large machine.

For manuals and replacement parts, use Craftsman’s official manuals and parts guidance. Match the part to the complete model and revision information rather than appearance alone.

1. Identify the product and collect the receipt, model number, photographs and previous case number.
2. Write a short timeline of the issue and any repair or replacement attempts.
3. State the resolution requested, such as a warranty review, replacement update, completed repair or explanation of charges.
4. Ask for a written explanation if a claim is declined.
5. Request a review of the existing case if important evidence was missed.
6. Keep shipping records and test a returned or replacement product promptly according to its instructions.

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Describe your first-hand product or service experience, including the model and outcome. Do not post private contact details, payment information or personal claim documents.

• -5 Stars: Extremely poor experience with serious unresolved problems.
• -4 Stars: Major problems and an unsatisfactory response.
• -3 Stars: Significant problems that affected the product.
• -2 Stars: Below expectations with notable service problems.
• -1 Star: Mildly negative experience or a smaller unresolved issue.

0 Stars: A mixed or neutral experience with no clear positive or negative overall rating.

• +1 Star: Slightly positive overall.
• +2 Stars: Good experience with some minor issues.
• +3 Stars: Very good experience.
• +4 Stars: Excellent service and product experience.
• +5 Stars: Exceptional experience that strongly exceeded expectations.

Information and third-party ratings checked September 17, 2026. Policies and scores can change. ZeroStars is not affiliated with Craftsman, Stanley Black & Decker, BBB or Trustpilot.

No single warranty should be assumed to cover the entire range. Check the exact product’s category and terms on the official warranty page.

Contact Craftsman with photographs and the stamped identification. Explain what the retailer told you and ask for the applicable replacement process.

No. We are an independent review website. Contact Craftsman or the seller for claims, replacements, repairs and refunds.