I have always loved Craftsman tools and the selection at Sears. Tonight I
had in mind trying out their layaway program for some bigger tools, but I
wanted to purchase a set of piers to see how it worked. It didn't. After
forty minutes online with tech support chat, I gave up and asked for a
cancellation of my order. I didn't really need the pliers, I just needed the
process to work.

What is it with these companies? How hard could it be to get a web store to
work these days? I told the tech how much I loved Craftsman tools and how
much I had bought over the years but to pass along how they had lost a
customer to Amazon's much, much better user experience.

Jim