SOUTHPORTLAND, MAINE -- REPLACEMENT DENIED! I sent Sears emails with at least 15 different photos clearly showing my mattress is sagging two inches. I received several emails from various Sears representatives from different departments trying to confuse me with different requirements and requesting more and different photos.
After clearing proving the mattress is defective I was denied because it had a stain on it! Really it's been 5 years! What do they care or did they plan to resale it? What does a stain have to do with it? The top is not tight which also indicates its defect. Why bother to have a warranty they have no intention of replacing any mattress ever. I will never step foot in Sears stores again. This is Sears (Sears Mattress Solutions) Member Service email address firstname.lastname@example.org.
VICTORVILLE, CALIFORNIA -- I bought a mattress set from Sears for $720. It came with an 8 year guarantee. The salesman said if it should wear out within that time, I would only be charged about $60 to replace it. Well, it wasn't a year before I noticed a Fred and Ethel Mertz depression in the middle. I procrastinated some and it got worse so called them about it. They had me take a bunch of pictures. Then they approved the exchange.
The problem is, this same bed is now $100 more expensive so I'd have to opt for a cheaper quality bed. How much cheaper could they get? I may never find out. Also, it's $69.99, more like $70. On a fixed income $10 is a lot of money. Their customer service employee, Roland, was so condescending and rude to me because I guess my questions were too stupid, and I'm old. I ended up very upset and had to hang up. Then he kept calling me back - on Saturday - after I told him how upset I was and that I wasn't going to put up with his treatment.
Now, I finally got up enough courage to see it through and they say it's been more than 30 days and I have to start all over again. I used to work for Sears, back when Customer Service was a real thing. I don't recognize this store anymore, they're mean and greedy, and you can be sure, they're never going to see another dime from me. And since they own Kmart, I won't be going there, either.
ELIZABETHTOWN, KENTUCKY -- Differently not the mattress tried out at this Sears store. And why would a customer have to wait 30 days to return a product they are clearly not satisfied with. Why would Sears want to treat their customers this way. This mattress was very expensive and was expected to to be the last mattress purchased, given our age and all. 15% restocking fee? Really? On top of a pickup fee? The "break in" period for a mattress is a bunch of crap and wish I had not fallen for it.
MERRILLVILLE, INDIANA -- I purchased queen mattress set along with bed frame from Sears. After 1 year mattress was sagging almost 3 inches down the center. I emailed all the pictures and information required. I was denied because they said the frame didn't meet the requirements. After numerous calls, I got nowhere. I went to Sears because I trusted that I would be sold quality products. Why would they sell me a frame that was not the required frame for my mattress set? Now I'm stuck with a new saggy mattress. Extremely dissatisfied!!!
CHICAGO, MASSACHUSETTS -- We took delivery of a Simmons Beauty rest Mattress purchased at our local Sears store and immediately noticed it had a chemical odor. My wife refused to sleep on it and I proceeded to call the 800 number to try to resolve the problem. I was told that I would have to use the mattress for 30 days before I could return it and that the smell would dissipate in about a week. I was also told that unless the mattress was defective I would be charged a 15% restocking fee as well as a delivery charge for picking up the mattress.
After airing it out for a week I wrapped the mattress in waterproof cover to mitigate the remaining smell and tried to sleep on it (alone). This was definitely NOT the same Mattress I lied on at the Sears store. It was considerably harder, akin to lying on a carpeted floor. After three hours I couldn't take it anymore, the pain in my back and shoulders forced me to head for the couch. The next few nights were the same. At that point I went on Amazon and ordered a 3" memory foam topper. I looked around the Internet and found that those who sold mattress' recommend "breaking a new mattress in". I was also told about the “break in” by the Sears people.
I went back to the Sears store to lie on the display model to confirm that it was different than the one in our bedroom. While at the store I was told that the display model was "broken in by all the people who come try out the mattresses and that it was only a matter of time before my mattress would be soft like the store model". This Sears is in a mall that is clearly dying.
In the 5 or so hours over several visits that we spent in the store we were the sole customers, all the salesperson's time was devoted to our bed sale. I don't know who the people who broke in the beds were but they weren't around when we were there. We only spent about 10 minutes on that particular mattress. I concluded that the mattress in the store was definitely not the same as the toxic torture rack that was in my bedroom.
Finally, the topper arrived and I was able to coax my wife into vacating the guest bedroom. It has been almost a month, we have cornered the market on Ibuprofen and constantly have the slight scent of formaldehyde/gasoline in the back of our sinus. The topper helped a little but this bed is still unbearable. We went to change the sheets yesterday and a soon as the plastic cover came off the toxic fumes filled the room. There are now body pod indentations with a ridge in the middle of the bed, it isn't going to get more "broken in".
I called the 800 number again, insisting that this mattress was defective because of the toxic odor. I was told that I could purchase another bed but would still have to pay the 15% restocking fee plus a charge to pick up the other mattress. The bottom line is that Sears thinks it can bring you a sack of dung to sleep on and that you have to live with it for thirty days and then pay big to have endured the experience.
ROANOKE, VIRGINIA -- After years of trouble with TempurPedic mattresses we went to Sears and purchased a top of the line Simmons Beautyrest Black pillow top mattress and box springs, spending almost $3K, thinking it would hold up and appreciating the 60 day Comfort guarantee should we not like it as much once we got it home. The mattress delivery went well, and we enjoyed the mattress but by 2 months the sagging had begun and in the 7th month we completed jumping through the hoops to satisfy the warranty, demonstrating a clean mattress, strong foundation, and a 1.5" sag.
We were told to pick out whatever mattress we wanted - no refund if we selected something less expensive and if it was more we would pay the difference. Furthermore, no more comfort guarantee- so if you pick something different and don't like it, too bad. Not wanting to make another mistake I read all I could find... which led me to realize that most all mattresses sag, the manufacturers consider this to be "normal". The more plush (more foam inside) the more it will sag, so pillow top mattresses are the worst. I learned that air beds and latex mattresses have the fewest issues so I went back to Sears to see if they carried either of these - No, no they don't.
I continued to research and in doing so learned that all beds contain fire retardant chemicals but some retailers will sell you a bed w/o the chemicals if you have a physician prescription. Not so with Sears - Serta, Simmons and Stearns and Foster all insist on giving you the chemicals and their customer's health is not a concern for Sears. My daughter and husband have both suffered health issues that have reportedly come from these dangerous chemicals.
I contacted Sears explaining my dilemma - obtaining another mattress that will eventually sag and make my family sick was not what I wanted. I asked for a pro-rated store credit. While I had offers of both store credit and a refund - in the end the people offering them were misinformed.
I took it all the way to the executive offices, thinking surely they would be empowered to keep a customer but no - they just don't feel they can do anything about it. They told me their only recourse, and thus mine, was to take the manufacturer's warranty. I contacted the manufacturer and they tell me I must deal with Sears-what a hot potato! No one stands behind these expensive mattresses with short lives. After buying from Sears for 30 years, I will never again purchase anything from them. Instead I purchased a mattress from Sleep Essentials in Roanoke - chemical free latex that won't sag. See ** for mattress education. I wish I had done this before buying from Sears!
LAKE HOPATCONG, NEW JERSEY -- We purchased our new mattress before Christmas 2015. We requested delivery for Monday January 4th. When we were being rung up, by I must say a very sweet and helpful woman (the only good experience of this whole thing) she said that we will get a phone call the day before with a window but that we could call the day before and request a window. She also said that if we do not get the correct window we can call them back and they will help us to reschedule for another window that day. Timing for delivery was very important to us because of the work schedule. Great.
I called the day before and requested the latest window we could get. The woman on the phone said that she could put us in for 12-5 pm. Great, we can deal with that. I get a phone call about an hour or so later, automated, saying that our window was 10 am - 12 pm. So I call back and explain that I had called earlier and that I couldn't do that time. She said that I should have called before 2 pm if I wanted to request a time -- which was NOT told to me when checking out otherwise I would have done that. She also said that I should have requested a time when I was being rung up at the store -- also was NOT presented to us or we would have asked.
She called the warehouse and the best she could do for us was 11:30-1:30 pm window. We ended up just keeping the 10 am - 12 pm window so that he could take a half-day and hopefully go back to work after 12 pm. My fiancé takes a half-day the morning of the 4th.
I am driving to work and get a call at 8:30 am saying that our delivery has been rescheduled for Saturday the 9th (which out our approval and I actually told the woman the day before we would be out of the state on the 9th) because the manufacture delayed the product. WHAT? AT 8:30 AM YOU ARE TELLING ME THIS? He couldn't help me. Said he was "just the messenger" and couldn't even give me a number to call to reach someone who COULD help me.
I called customer service who told me they can't help me. That the truck left already and there is nothing that could be done. The box spring was backordered and couldn't be delivered until Saturday. No offer to just deliver the mattress. No SOLUTION whatsoever. HORRIBLE service, HORRIBLE customer service. I cancelled my order to which she said "I have already miss. Expect a refund within 7-10 business days". Great. At least you can do one thing right -- CANCEL. Don't buy -- NOT WORTH THE HEADACHE!
Purchased Sears mattress and box spring in late February 2014. W/in a few months, the mattress sagged in several places which also has caused back pain. Initiated mattress claim in June 2014. Sears would not consider any refund because the sagging had not occurred or was reported within the first 30 days after purchase. I did not expect any sagging for years.
After going back and forth with Sears, I had to accept a different style mattress which is larger than the original box spring. (I could not try out the replacement mattress because it was not available in local stores). This is because Sears would only replace the mattress - not the boxspring. THE REPLACEMENT MATTRESS has sagged! Sears is no longer the customer-oriented store it used to be. After being a longtime Sears customer, I would no longer consider purchasing another mattress or Sears product from Sears.
RED ROCK, TEXAS -- My husband purchased our mattress and the store warranty from Sears in May 09 and to our dismay it started to sag about four months after we bought it. (Even though we routinely turn it each month) So here were are in Feb 2010 and I call the number listed on the back of my Sears warranty. They tell me to call the store I purchased it from so I do. The store tells me I need to fax them some information and I notify them I do not have a fax and direct me to the store where they will fax it for me. No such luck. Am rudely told by the store employee "we don't do that... we have never done that unless this is something new I don't know about.
You have to call the number on your warranty. So again I call the number listed on the warranty and finally get some help." Am then transferred to the Delivery Solutions department who take my claim. About 15 min later Sears Exchange Department calls me regarding my claim. The Rep didn't give me his name just old me I could either measure the bed and take pictures myself or have the mattress company come out and do it for me. So I figure I have two small children at home what the hey will have them come do it. Well the representative gave me the wrong number, which I repeated back to him, so I call Sears again.
This time am given the right number and am told I can measure the mattress with string to show the sagging. Call Integrated Bedding, who is not Sealy as I thought, and am told it will cost me $45 to have them come out. So again I call Sears and tell them I wasn't told there was a fee, which they so kindly apologized for. Then I ask how to measure the mattress and take the photos and where to send them. Am told to use a broom and ruler to show the sagging. I proceed to take pictures with the broom and string since I am not sure which way to do it and tired of jumping through hoops. I get them done and with the email sent in call Sears back.
I am NOW informed that because my mattress does not sag more than an inch and a half I do not qualify for the warranty. So am angry and ask to speak to a manager to whom I explain the entire situation to and let her know it feels as though I am sleeping in a ditch, and her response is I am sorry but you do not qualify because it is not more than an inch and a half and it sounds more like a comfort issue. So I tell her do the pictures show sagging and she says yes they do but not the inch and a half. So I tell her then how is it a comfort issue and not a sagging issue. Her reply it's not an inch and a half try again in a few months.
CHICAGO, ILLINOIS -- We bought a hybrid mattress from Sears for what seemed like a great deal. Unfortunately, my wife was sweating bullets on the memory foam and we had to exchange the bed for something that didn't trap heat. So we go to Sears, spend hours laying on the floor models and pick out one we can agree on. That part was fine. We paid the restocking fee and the delivery/pick up fees with no issue. The problem is we aren't very comfortable on this new bed either and called to see if we can exchange it and were told that this was a no go.
There is only one "comfort exchange" allowed per purchase which I get if we were asking the for the same model we already had but this is a totally different bed! So, they want to make sure we're happy with one purchase but the second purchase is just tough luck? We have no issue paying another restocking fee or delivery/pick up fee and are buying yet another mattress from the company so what's the problem?
I will never buy another bed from Sears or make any other large household purchases. I get not being able to endlessly exchange beds but this seems a little uneven and unfair. Hope the quick buck was worth trading off any other money we'll spend with you down the road.