Sears catalogue store was huge in the 70s and 80s. 
They never capitalized on that. 
Craftsman tools were high quality and a huge part,of Sears and their brand.
They gutted Craftsman for reasons I can’t fathom.
Their  management team was old, stogy and couldn’t see the forest for the trees.
Toss in inefficiencies, old product and lazy service and presto, this is the result.