SAINT PETERSBURG, FLORIDA -- We purchased a queen size mattress and box-spring at Sears. On the day of delivery we received a King size mattress and queen size box-spring. I told the delivery person and they left the mattress anyhow saying that is what I ordered. I called the store and told them what had happened and gave them the information off of my receipt. I was told they would send my mattress out the next day. The next day came and went and we didn't receive our mattress. I called again. This time I was told that they "couldn't find the mattress I had purchased and it must have been accidentally delivered to someone else." I was told to come back in and choose another mattress.
My husband and I drove back to the store and were looking at mattresses yet again. I thought I found one I liked but after telling the salesperson we would take that one I noticed a fist size black stain on the edge near the top of the mattress. So we declined that one and kept looking. We ended up having to pay more money as they didn't have any other mattresses in the queen size for what we paid. We then had to sleep on an air mattress for another three nights as it took them that long to deliver our mattress.
After a few months of owning our "new" mattress we noticed black spots coming through on the sides. They looked just like the one that were on the mattress we declined at the store. I called the store back telling them I was concerned that the stains could be mold and was told there was nothing they could do about it as there was no way to tell "who" had caused the stain. I felt they were insinuating we had caused them. So we were stuck with a mattress that was growing black spots by the day.
To make matters worse, in less than a year our mattress started sagging terribly. This was three years ago. We now have had to go buy a new mattress as the one we got at Sears started sagging horribly on both sides. My husband literally had to prop his foot up on the wall to keep from rolling off the bed on his side. The mattress puffed up in the middle so that it was like having a small mountain between us and we were sleeping on the sides of the mountain. We finally had enough. Really upset with the quality of the mattress and the customer service of Sears. I can remember when Sears was the number one place to do business. Not anymore!
FAIRVIEW HEIGHTS, ILLINOIS -- Warning! Do not buy any Serta mattress from Sears. They have horrible Customer Service. I wanted to exchange a 3 year old mattress that was completely broken down on both sides of the bed. Sears customer service indicated I was the fault because you should not sit on the side of the bed... What? They required pictures, twine broomsticks and rulers.
I complied but indicated to them three times the sides were broken down and it will not show in a picture as you have to sit on it. They could care less. All they wanted was pictures. By the way, Sears told me I should have read the brochure sent home with me. Sears advised me the warranty doesn't cover the sides of the mattress. I ask to be connected to the supervisor of the CS representative They stated I can only communicate with their boss by email. No phone calls. Just don't risk buying mattresses from Sears and avoid future problems.
AURORA, ILLINOIS -- The sales staff is nice, however the Sears delivery team brought our new Kaden Serta Perfect Sleeper Queen and didn't set the frame up properly, they left the middle bar laying under the bed unused. Within a couple months we noticed our bed significantly sagging and incredibly uncomfortable, worse than what we had. Even though the test they had us perform proved something was wrong with the mattress, they refused to refund our money after many attempts, trying to get them to do anything was a complete waste of time. We spent over $700 as a newly married couple and the mattress has sat in our basement for years now, such a complete waste of time and money.
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.
ORANGE, CALIFORNIA -- I purchased a mattress 2/24/2017 from Sears as I had sat on a mattress the week before while clothes shopping and it felt so nice and plush. Sales gal knew I wanted softer bed, showed me the Beautyrest Chloe which felt good in store but when delivered on 3/6, it ended up being way too firm. Waited till the 31st day to call back and go with the softer cushy one I originally looked at, the Platinum Hailey and called to do comfort exchange.
No one reminded me this was the only return or exchange I could do. I knew I could not do another comfort exchange but when this Hailey was delivered and we slept couple nights on it, I realized it was not as plush and cushy as one in the store and thus called on 4/24/2017 to return department.
Either the guy on the phone who helped me wasn't listening or he gave me wrong info. He was well aware I had already done a comfort exchange and told me I still had until May 4th to do a return on this second mattress. He said to use the same case number as I had used for first exchange and someone would call me within 72 hours to set up a pick up date. He said he would start the process for the return.
I then get a call two days later which is today and a message left on my home number saying I cannot do another comfort exchange, she said nothing about a return and that was that so I called to customer service and in the meantime I am aware that the paperwork says only one return or comfort exchange but this is not the same softness as was in the store and fact I was told return could happen I wanted to talk to a manager as all the reps I talked to at two different numbers all said they can't do anything, that is their policy so basically live with it.
I was put on hold for a half hour while this Rena at 888-566-5561 was supposed to be getting a manager for me to talk to, however, she came back on the line (I am sure she was hoping I would hang up) she gave me the song and dance that she had spoken to a manager and they can't help me. I prefer to hear it from someone higher up and will go to corporate to ask why in the world when I would be willing to spend more money on a better mattress there at Sears and pay any restock fees etc. wouldn't they let me do a return and they can make more money off of me.
Worst customer service and I am so sorry I did not go to Macy's. I bought my other pillow top at Robinsons-May and it lasted 13 years, Macy's is on the same line. I should have known better when Sears is planning on closing stores and I knew this but wanted to give them a chance. I was just given the runaround and am now stuck with a mattress that is not very comfortable for being a plush pillow top.
How do I know I even got the right one for exchange, I got nothing with the new mattress info on it, all I have is original paperwork on the first one I ordered. I am wondering if I got the Hailey firm instead now. I cannot get anyone to help me and I think it stinks to not care about your customers.
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 email@example.com.
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!
BEL AIR, MARYLAND -- What a horrific experience I am enduring. I had not purchased a new mattress in about 10 years. The pillow top Sealy I purchased 10 years ago was priceless in every way. So I hear Sears is having a mattress sale and I'm all in. In December 2016 I purchased a Euro Sealy twin and paid about $450.00 on sale. Within (2) weeks it sagged in the middle. I called Sears and figured I would upgrade the mattress and thought MAYBE it was just a bottom of the line mattress.
So I then way upgraded to a Plush pillow top Madelyn that was $1,539.99 and on sale for $950.00 give or take and after a month here we go again. Only this time no one wants to take responsibility for it and I am expected to tear down the set, measure this way and that way for an exact amount of sagging and so forth. I am supposed to have all the warranty tags from the set that was tagged at every end possible which I removed and so on. God forbid they would come out and see for themselves.
I told them I had never owned a cell phone, had no camera to download or upload but none of that mattered. They suggested I purchase a disposable camera and then go from there. Hah! What a joke. Even when I told them I was caring for an elderly Mother that had just had back surgery to try and relieve pain from Osteo and had no time to be dealing with this it still didn't matter. All I want is either a refund or for their recovery team to come and pick it up but I'm still getting the run around. DO NOT purchase anything from SEARS! Seriously. I am not only out almost a thousand dollars I still need to purchase proper bedding. May God bless them!
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.
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!