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Mattress Warranty
Posted by Jadejenna on 02/12/2010
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.
     
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Posted by FaireMaiden on 2010-02-14:
Mattress-world is insane. It's so fraught with fraud it's pathetic. I assume you purchased a 'pillow-top' mattress. If so, BIG MISTAKE. And one you will have to live with until it sags below the designated depth in the warranty. If you want a 'pillow-top' feel, it's best to purchase a regular mattress, then the 'pillow top' separately. That way, when the 'pillow-top' gives out, you only need to replace that, not the whole mattress. If you want, you can go to What's The Best Mattress dot com and click on the Forum. There you will be greeted by everyone else who has gotten screwed by mattress manufacturers.
Posted by SearsCare on 2010-02-15:
To Jadejenna,
First allow me to apologize for the delay in finding this post. My name is Brian and I’m part of the Sears Cares Escalations team. I apologize that we were not able to authorize a replacement of your mattress. The guidelines of the amount of sag are dictated by the manufacturer, and we cannot override those guidelines and force Sealy to do the replacement. We do value you as a customer however and I am concerned that you were treated in such a manner by the people you talked to. That is not acceptable and we would like to speak with you on this. At your convenience, please contact my office via email at searscares@searshc.com and we can look into this. In the email, please provide a contact phone number and the phone number the mattress was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Jadejenna) used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
Posted by FaireMaiden on 2010-02-15:
Brian @ Sears... I'm glad you're going to address JadeJenna's mattress problem, but if Sears REALLY valued their customers, they would stop selling mattresses that are crap. They would put their foot down and DEMAND, from the manufactuers, mattresses that are exemplary, not shoddily-made.

Go to What's The Best Mattress dot com and read all about the BIG S mattresses Sealy, Simmons, Serta, Spring Air et al. Read about people actually tearing their mattresses apart to see what's REALLY in there as far as foam-padding is concerned... nothing but PU Foam which sags in 20-minutes as everyone in the mattress industry well knows.

Read about the numerous letters to various State Attornies General, and a movement to bring Class-Action law suits against all these companies for what is tantamount to outright theft; first for selling a product that WILL NOT & CANNOT live up to its advertised claims, and secondly for refusing to honour the warranties which are written to instill a seeming safety-net to the public but in reality defrauds them and protects the companies instead.

People are out thousands of dollars with no recourse. Their backs are broken from sleeping on a mattress with a 1 1/2" sag that is not covered by the warranty. Under-handed business tactics in the form of making comparison shopping impossible because every mattress in every different store is re-named.

Sears is complicit in both foisting this junk on their loyal customers as well as engaging in such nasty business practices. Take that to your CEO. Let him/her get on the ball and DO SOMETHING about this immoral, unethical, and downright unconsionable state of affairs. Let Sears lead the way to 'doing the right thing' simply because it's the right thing to do.
Posted by PepperElf on 2010-02-15:
don't forget it also depends on what you're willing to spend on a mattress.

if it's lower priced it will be more apt to sag.
Posted by FaireMaiden on 2010-04-19:
I'm sorry, PepperElf, but price has next to nothing to do with it. People have spent THOUSANDS, (and continue to spend THOUSANDS), and receive garbage in return.
Posted by PepperElf on 2010-04-19:
from whom?

mattress-world or sears? or all companies together?

besides it also depends on the brand you buy not just the company you buy it from.
Posted by gc on 2013-05-27:
I got one in 2007, Yes a sealy pilow top. it has a 10 year warrenty on it an is sagging and crap to sleep on. I called sears to have it replace it. After the inspetion, they agreed it was bad but since there was a a stain on it( from wear and tear, kids climbingthe side to get up, and sweat) they denied and voided my warrenty. They guy on the other end was rude sayng you should of have a mattress protector on it. Sorry but the stains did not break the bed, the materal did. Can anyone help me or advice me on how to get this replaced? I cant not afford a new one and have not slept good in a while. Pease help!!!!
email me at goofys_diand@yahoo.com with any help you can offer.
Posted by Sears Cares on 2013-05-28:
Gc, I saw your comment here and I wanted to reach out and apologize on behalf of Sears for the difficulties that have occurred with your mattress. At Sears, we pride ourselves on making sure our valued customers are satisfied with our products and services and it appears we have not met that goal here. From your post I can see that this has been a source of great frustration for you and we would like to assist. My name is Liz with the Sears Social Media Support team and we are a single point of contact for escalated concerns. We have forwarded your information to our case management team for contact. If you have any questions or concerns, please email our office at smadvisor@searshc.com and include your screen name (gc) in the email to reference your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,

Liz R.
Social Media Moderator
Sears Social Media Support
Posted by Delores T on 2013-07-12:
I am in the same mess as the rest of you. I made a BIG mistake spending BIG money on a mattress set from Sears with a 10 years warranty. After less than 18 months of use it sags terrible. We went through the whole mess of calling this one and that one , finally Sears sends a man to my home who spends less than 1 minute looking at the mattress. We get a call from Sears telling us tell will not warranty the mattress set because of a small stain. So I post a complaint on this site titled "Sears Sucks" I get an email from Sears Social Media Support Team telling me that they want to work something out. They call me , at which time the lady point blank tell me the only thing Sears can do for me is to offer me 20 percent discount on a new set. ARE THEY KIDDING!!!! why would I spend more of my money on something when you can't stand behind what you sold me in the first place.
Posted by stephanie on 2013-07-15:
bought a sears mattress and it was uncomfortable. They did a one time only comfort exchange. The mattress was great for less than 1 year. We had the sagging issue and the warrenty was accepted. Got the next mattress and there was something very very wrong. When we would lay down, our feet would go up and our heads would go down. sears denied warrenty (because there was no sagging) until I called them to explain. I was told that this mattress would be a comfort exchange and would not be under warrenty. I think they are as tired of replaceing their crap mattresses as I am of returning them. I went to pick out my next mattress and I am told that they don't make this mattress anymore and there is no even exchange. I end up paying another $300.00. They trapped me. There really is something to the rumor that they rename the same mattress to sell them at higher prices depending on the holiday or sales event. I was sold crap and then treated that way! I think I will post this on every social media site I can and tell everyone I know. Maybe I can save someone from making the same error. I hope this mattress will last. I don't get a warrenty this time.
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Sears Will Not Haul Away Old Mattresses After Sale
Posted by CharlieJimenez.Orders on 12/11/2013
PEMBROKE PINES, FLORIDA -- On November 30th, 2013 we went to Sears looking for a new mattress set (mattress + box spring). The product is the same price everywhere and but we chose Sears as they offered to haul away our old mattress set. We are loyal Sears customers for over 12 years in an age where many customers have moved on to other retailers such as Best Buy, HH Gregg, Home Depot, JC Penny, etc. for home bedding, appliance and other needs.

On December 6, Sears delivered the new mattresses but categorically refused to haul away the old mattresses despite the fact that it is on the receipt to have them hauled away and despite the fact that this was the reason that I purchased from Sears. I called the store manager on the same day (December 6) and she apologized and arranged for Sears to once again attempt to do the haul away on December 11.

On December 11, the Sears employee arrived to take disposed of the old mattresses and then told me that they would not haul away the mattresses because they were "stained"! These are old mattresses and that is precisely the reason we wanted to get new ones so of course they are "stained". Nonetheless, the Sears representative categorically refused to dispose of the old mattresses and left. He said that a "manager from the warehouse" would call me to explain their "policy". When I purchased the new mattresses there were no conditions stated regarding the haul away and the sales person went ahead with the sale knowing that this was a condition for us in buying from Sears.

After many years as a loyal Sears customer (and many investments in many purchases) I feel cheated. Sears has not and appears will not do anything to resolve this matter or to keep a loyal customer.

I am posting this here so that other potential customers are aware and will make a better decision than the one I made in selecting Sears.

BUYER BEWARE!!

Sad, that a good long lasting customer relationship has to end like this but I guess that is Sears' way of doing business.

Thanks,
Charlie
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Company Response on :
Dear Charlie, My name is Susan with Sears Social Media Support Escalations team. We are a single point of contact for escalated issues which means that we handle issues start to finish with one dedicated Case Manager. We're sorry that our delivery team would not haul away your old mattresses. We'd like to offer the assistance of a dedicated Case Manager who can discuss possible options to resolve this situation. We value your business very much and want to make sure that everything that can be done to help you is being done. At your convenience please contact our office via email at SMAdvisor@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the mattresses were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Charlie) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon. Thank you, Susan R. Social Media Moderator Sears Social Media Support
     
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Posted by Barry on 2013-12-13:
I never shop at Sears or Kmart anymore, I believe they will be out of business soon because of their lack of concern for customers.
Posted by ok4now on 2013-12-13:
Before Home Depot, Lowe's and Amazon Sears was the icon of retailers. They were highly trusted, had great customer service and stood behind the products they sold. If you had a problem Sears took care of you. They were the gold standard.

Sadly this no longer exists. Their customer service is horrible causing customers to flee. Their appliances have a high failure rate and they offer excuses for repair. SearsCare is nothing more than damage control. They are closing once profitable stores at an alarming rate. The nails are in the coffin. It's just a matter of time before they go under.
Posted by Phyllis on 2013-12-13:
They delivered mine and also took my old, old ones away no problem with that part of the deal. They did not look to see if the old ones were stained, they were not, but they had springs sticking out and so on. Like you I had not ordered new ones because I didn't know what to do with the old but no worries, Sears did the job. I would like to say this though, they do not cover the old mattresses but take them as is to the truck along with the new ones they were delivering. I don't have bed bugs, but I would say this practice of picking up mattresses and putting them on the truck along with the new is very dangerous.
Posted by CharlieJimenez.Orders on 2013-12-13:
I provided my contact and case reference information to Sears today (13-Dec-2013) at 2:06 PM to SMAdvisor@searshc.com as instructed. I am eagerly awaiting their response. I will update this forum with the results/resolution if any.
Posted by HughJ on 2013-12-15:
A friend of mine worked for a major bedding manufacturer on their support line and I learned a lot from her experiences.

First of all, Phyllis is correct about cross contamination of new and old bedding and a lot of retailers will send a separate truck a day or two later to pick up the old bedding. The old mattress trucks are never used to deliver new bedding and the new bedding trucks are never used to pick up or haul old bedding.

Regarding "stains". Save yourself some hassle and get a waterproof mattress cover from day one. Many of the warranties on new mattresses are voided automatically if there are stains on the mattress cover. My friend finally quit her job after getting screamed at every day by people that had a legitimate warranty claim (broken spring, bad seams, excessive sagging), but their claim was denied because the mattress had stains on it.
Posted by CharlieJimenez.Orders on 2013-12-17:
UPDATE 12/16/2013: *** Still no call from Sears *** despite providing them with my contact information from their "company response" message. I guess that's all they do - PRETEND to help.
Posted by CharlieJimenez.Orders on 2013-12-24:
UPDATE: Sears contacted me (finally). They arranged for picking up the mattress on 21-Dec. The Sears employees arrived, inspected the old mattresses (to be hauled away as garbage) and again stated that they were too stained and wanted me to talk to their warehouse manager. The explained the same old story that they cannot haul away the mattreses in that "condition" that they were "stained", etc. etc.

SO I TOLD THEM A WHITE LIE. I said that I had spoken to a VP at Sears executive office (I really only had spoken to the Sears Social Media Support Escalations as you can see above). They seemed to believe me because then the Sears person told their manager over the phone the manager told him to just get it done.

It is too bad that I had to lie to get this done but they took it away finally (third attempt). Will this make me buy again from Sears? I don't know - what would you do?
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Sears Mattress Buyer Beware
Posted by Rile on 01/19/2011
Don't ever buy a mattress from Sears. I spent over $850.00 on a queen Serta Perfect Sleeper Elite Ocean Whisper in September 2010. Within weeks, the mattress sagged in the middle forming a V. The local Sears gave me an 800 number to call. After several phone calls, emailed pictures, and a discussion with a manager, Sears agreed to send a second mattress. They even agreed to waive the $70.00 delivery charge. The second mattress (brand new) arrived one week ago. It is even worse! After one week, it sags and forms a V down the center. I called Sears today. They refuse to waive the $70.00 delivery charge. They refuse to refund my money. They care little about their service, their customers, or their products. The manager explained that my warranty starts in September - when I originally purchased the mattress. So, even though my mattress is only one week old, they only acknowledge the original September 2010 purchase date. No returns. No service. Please don't make the same mistake. Sears cares little about customer satisfaction.
     
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Posted by saj80 on 2011-01-19:
I believe this should be a complaint against the manufacturer (Serta); Sears only sold the mattress. Have you contacted Serta about their warranty?
Posted by Rile on 2011-01-19:
When I make an $850.00 purchase, I expect the company to stand behind their product. Plain and simple.
Posted by SearsCare on 2011-01-25:
To Rile,
My name is Dianne and I'm part of the Sears Social Media Support Team. I found your post here and I wanted to reach out to offer assistance. I'm very saddened and concerned by what I've read here. I'm terribly sorry for any trouble, inconvenience and frustration you've may endured and would like the opportunity to offer assistance. We are a single point of contact for problem resolution within Sears corporate. One of our dedicated and personal case managers would oversee your case from start to finish. At your convenience, please contact our office at smsupport@searshc.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Rile) for reference to your issue and we do look forward to talking to you soon.

Thank you,
Dianne D.
Social Media Support Team
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Sears Sells Mattress With Bed Bugs In Them
Posted by Upsetmotherof2 on 08/07/2008
NEW YORK -- I purchased a mattress from Sears on October 23, 2007 for a total of $858.00. Naturally they did not have the item in stock so I waited for it to be delivered. It is now August 2008, and little bugs have begun to crawl out of the mattress to bite my children.

I called Sears to ask for an exchange or a voucher! They denied me both while insinuating that I ran a dirty home! According the witch on the phone bed bugs are not a good enough reason for an exchange. She said Sears has no way of knowing if they are at fault or I am at fault. I explain to her that their are other beds in my home from different retailer and none of them have bed bugs in it.She repeat to me that Sears will not replace the mattress. I ask her what about my warranty, she ignores my question and repeats the policy of Sears.

I try to keep my cool and say since you aren't sure who is at blame why am I the one to take the loss? Will Sears give me a voucher or something to aid me in buying and new mattress. She quickly respond with a NO. My home is clean, my sheets are washed every weekend, none of my other beds give me a problem. These people at Sears are crooks.They have no idea how hard we have to work for the money they steal from us. I have a bed that's full of bugs and a warranty that's just there. Neither is of any use to me!!!
     
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Posted by Mrs. V on 2008-08-07:
I'm very sorry, but if you bought the mattress in October 23, 2007 and are just now seeing 'bed bugs' (9.5 months later), then Sears has nothing to do with it.

If the mattress had 'bed bugs' when it was bought, you would have known about it in the 1st week, not 9.5 months later.

Your house doesn't need to be 'dirty' to have 'bed bugs'. You could have stayed someplace that had them (hotel, cruise ship, sleep over) and brought them back home with you.

Contact a extermenater to have them get rid of the insects.

Good luck!
Posted by dan gordon on 2008-08-07:
your really unbelievable!!!!!you have a mattress for almost one yr but you believe the retailer is responsible for the bed bugs??get real. If you were the retailer what would be your response to the same question?
Posted by Ponie on 2008-08-07:
I was just as disgusted last time I bought a vacuum cleaner. When the bag got full, I wanted a 'vocher,' too. Dang it! They said NO. Maybe the bed bugs are very discerning and your other beds are too dirty for them to want to live there? :)
Posted by Mrs. Fantastic on 2008-08-07:
Have you not read all of the articles on the serious bed bug problem the state of NY especially is having? You picked them up somewhere. They don't lay dormant for this long and just NOW show up. You need to purchase a good mattress pad as well, and make sure you're using a bedframe elevating your bed off of the floor. All of these things help eliminate bugs.
Posted by gooch on 2008-10-11:
Exterminator just left my home after quoting me a price of $4300 to get rid of bed bugs. Yes $4300. He said many people get bed bugs delivered in new mattresses, because many of them pick up old mattresses and have them in the same truck. We only have the bed bugs in one room, but the exterminaor said the only way to get rid of them was to do the whole house, and thats after having to wash, bag or clean every item in the house.
Posted by old fart on 2008-10-11:
It is Highly unlikely that you got the mattress with the bugs as a bonus, however now that you have them. a $4300 price tag is a rip off... I have been in the pest control business 30 years before I retired and I guarantee that 4300 bucks is a rip off...
Bedbuds can be sucessfully treated by any "good" P/C company using materials labelled for the job, i.e., Delta dust,Drione dust in cracks and crevices of bedframes, furniture, window frames and door frames or other cracks and crevices where the insects hide during the day..
Liquid insecticides like Suspend SC or Tempo 2 can also be used..
These type of materials are legal to use by a licensed, certified professional and are safe when used as directed..

DO NOT let ANYONE "fan spray" your mattresses or furniture under any conditions...
That is illegal and probably harmful to you..

Make sure the company you pick is licensed and insured and
compare prices...!
You will be able to get the job done at a reasonable price..just don't panic!
Posted by old fart on 2008-10-11:
Hey Gooch.. I don't know where you live but a 4300 buck pest control job is probably the price for a tent fumigation of the house.. Don't fall for that Bull$hip!
Posted by old fart on 2008-10-11:
Come to think of it Gooch.. use the Instant message feature and contact me.. I can probably give you some help finding a good company depending on where you live...
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Screw Up By Mattress Salesperson
Posted by Juliebugc63 on 10/18/2013
TULSA, OKLAHOMA -- Went in to purchase a mattress and asked the associate upfront if there would be a problem with getting it delivered within the next 6 days. She said that would not be a problem so I chose one and went through the payment process and she said it would be delivered 4 days later. I receive an email the next day that my scheduled delivery is in 2 weeks.

I call the store to inquire and she blames it on me, takes no responsibility whatsoever. This is the last time I purchase from Sears.
     
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Posted by SearsCare on 2013-10-22:
Hi Juliebugc63,

Thank you for taking time out to post about what you’ve experienced with your new mattress delivery, considering the follow-through I can see how this would be confusing and irritating. We have a standing, and proven reputation of providing superior customer service and it appears we missed the mark with your delivery appointment. My name is Brian and I am a member of the Sears Cares Social Media Support team. Having read your post, I would like to reach out and offer our assistance to you. We would be happy to put you in contact with a dedicated case manager to explore what options are available to help resolve this situation. Please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name to reference your post (juliebugc63), to smadvisor@searshc.com. Again, we’re sorry for the challenges thus far and we look forward to speaking with you soon.

Thank you,
Brian L.
Social Media Moderator
Sears Social Media Support
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Sears Sucks
Posted by Datune on 07/04/2013
TULSA, OKLAHOMA -- I purchased a Sealy box spring and mattress set from Sears which cost, on sale, over $ 850.00. After less then 18 months it began to sag in the middle, making a V. I called about the warranty. WHAT A JOKE!!!!. They sent out an adjuster who spent the total of 1 minute checking it over. Next day I get a call telling me they will not cover the warranty because there is a small stain on the mattress, which I might add is no where near where it sags and was caused by the delivery men when they set the mattress set up. So I will never never never step foot into a Sears store again to purchase so much as a toothbrush.
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Company Response on :
Datune,
We apologize for failing to meet your expectations with your mattress. We can understand the inconvenience this causes with your time and money. My name is Liz and I am a member of the Sears Social Media Support team. I saw your post and wanted to offer our assistance. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss options and see what can be done to make things right. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the mattress was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (datune) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,

Liz R.
Social Media Moderator
Sears Social Media Support
     
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Bad Service! No Help!
Posted by Cali916_83 on 06/15/2013
BREA, CALIFORNIA -- I will never again buy so much as a sock from this company!!! This store by far is the most dreadful of this low end chain I have yet had the displeasure to deal with!!!!!

I purchased a $1500 mattress set on 5/31 and was promised delivery on 6/3. The actual delivery was on 6/13. They promised the box springs were free with the purchase of the mattress... Actual cost of king box spring set $400. The display mattress was ideal, but the actual bed was the most dreadful piece of crap! It felt like I was sleeping on a cement block. I slept one night on it and called to try to fix the situation the next morning. Customer service gets an f- as well. Nobody at this store claims they know a thing about mattresses and the store manager himself claimed he had no authority and asked me to drive all the way back so he could
     
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Posted by bcd on 2013-06-15:
How did the mattress compare to the floor model you laid on in the store?
Posted by SearsCare on 2013-06-18:
Dear cali916_83,

We truly apologize for the confusion surrounding the purchase of your mattress and for the delay that you encountered with the delivery. We understand the disappointment and frustrations that are being expressed with the mattress not meeting your expectations. Most of our displayed mattresses are going to have a slightly different comfort level then one just produced from the manufacture. Our displayed items have been broken in by the daily use of our customers. Nevertheless, we want to assist you with the concerns that you have brought to our attention. Please send the following information – contact #, screen name (cali916_83), phone # used at time of purchase to smadvisor@searshc.com and we’ll be more than happy to help.

Thank you,
Misty H.
Social Media Moderator
Sears Social Media Support
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I can't get no satisfaction
Posted by Clarice1234 on 02/26/2013
CHICAGO, ILLINOIS -- I purchased a queen mattress set and a full mattress set from Sears the Delivery date was February 19, 2013 and paid for them to haul away the old mattresses. When they arrived I informed the driver that they were to haul away the old mattresses, he informed me that it wasn't on the sheet and that they don't haul away old mattresses I informed him that oh yes it is, I paid for this service, if there wasn't any haul away service then I would have went some place else and purchased my mattresses. He then stated I will look on the sheet when I go back down stairs. He bought the sheet upstairs and stated that it was on the sheet to haul away the old mattresses. He then started to tell me that the reason that he couldn't haul the mattresses away was because there was a man who worked at the warehouse and broke all out and that it was discovered that he had been bitten by bed bugs and that this was a insurance matter. I informed the driver what am I suppose to do with the old mattresses? He then stated that we will take them to the alley. I informed him that wasn't what I paid for. He then came back upstairs and called his supervisor so he said and told her a outright lie he stated the reason that they didn't take the mattresses was because he [editor note: submitted review ended here]
     
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Posted by SearsCare on 2013-02-26:
Clarice1234,

Hi, my name is Brian and I'm with the Sears Cares Team. I was able to locate your post regarding your recent experience with your mattress delivery. I'm sorry that you had so much trouble with the haul away portion and I can understand why you would be upset. We'd like to offer our assistance in making sure this is resolved quickly and to your complete satisfaction. Please send the following information – contact #, screen name (Clarice1234) and the phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize for any trouble we have caused and we look forward to speaking with you.

Brian H.
Social Media Moderator
Sears Social Media Support
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Terrible Experience
Posted by Susieq891 on 12/18/2012
FLAGSTAFF, ARIZONA -- The first purchase I have ever attempted to make at Sears was a mattress and box springs. The lady who helped me (Dina) was knowledgeable and helpful. She told me my mattress would be delivered the following week. Today is the day the mattress was supposed to be delivered. I had not heard from anyone. A call to customer service came up with a guy who could barely speak English, told me it would be delivered in another week, and when I asked to speak to a manager, he put me on hold for 15 minutes. He then told me there was no manager to speak to. I called my local Flagstaff AZ Sears. The manager said she would look into it. I had not heard back from her so I went to the store where she was rude and confrontational. She said that the delivery date I was given didn't mean anything and I would only hear from Sears if they were going to deliver the mattress. She called me later to say they didn't know if the mattress was in stock in their warehouse and therefore had no idea when it would be delivered. In the meantime, Sears has all ready charged my credit card for a mattress they don’t even know if they have. I have cancelled my order and will get my money back.
     
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Posted by ok4now on 2012-12-19:
"I have cancelled my order and will get my money back." This is the most intelligent thing you could have done. You experienced horrible customer service before the delivery. What would happen if you had a problem after the delivery? Sears did you a favor. Take your hard earned money to another sore where your business is appreciated.
Posted by Alain on 2012-12-19:
It doesn't look like Sears is trying very hard to improve their failing reputation. They still have some cheap tee shirts at our local store and I still get decent service at their tire center, though.
Posted by SearsCare on 2012-12-19:
susieq891,

I'm sorry for any inconvenience and frustration you’ve encountered with your mattress purchase. My name is Brian H. and I’m with the Sears Cares Social Media Support team and we would like to help. We would like to have one of our dedicated case managers contact you in order to ensure proper resolution to your issue and an end to your frustration. At your convenience please contact our office via email at SMAdvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide a contact number and the phone number the mattress was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (susieq891) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,

Brian H.
Social Media Moderator
Sears Social Media Support
Posted by At Your Service on 2012-12-20:
I would agree that when they provide a delivery date, they should be able to stick to it.

Make sure you are able to get your money back though. Just because you've canceled said delivery doesn't mean they will automatically be willing to give you a full refund.

Thanks for your post and let us know how things turn out.
Posted by imp3400 on 2013-04-07:
I have discovered over the years. the problem with sears and the reason they will go under. Is the managers on the local level. they don't care, never return calls and don't seem to have a clue what customer service is. I agree with everyone else go to another store and find out what it feels like to be treated like a valued customer. You will never shop at sears again.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Mattress
Posted by Sidewood53 on 11/08/2012
CERRITOS, CALIFORNIA -- Bought a queen size bed from Sears 1 years ago. Since then I have returned two because they sagged in the area in which my wife and I sleep in only a 4 month time. Now Sears is running me around through a third party to see if I can now get my money back.

This mattress I was told carried a 10 year warranty. When calling in this third party inspection, I received two different stories from Sears Customer support personal. One said I could just go in to Sears and pick out a replacement. They would deliver the new selected mattress and pick up the damaged mattress and return it to the manufacture.

The second person said I had to go through this third party which requires me to call it in and wait from what I can tell a this point 3 days for them to set up the appointment to look at the bed. Who knows how long before the decision is made whether I get my refund.
     
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Posted by Love Among the Chickens on 2012-11-08:
.
Make sure the mattress is spotlessly clean, they use any size of a speck or spot to void the warranty.
Posted by SearsCare on 2012-11-09:
sidewood53,
I am sorry to hear that we have let you down and would like to offer some assistance. I understand how frustrating it can be to purchase a mattress one year ago and the mattress sags with 4 months. Furthermore, I can see how irritating it is to be told you can replace the mattress or have to wait for a third party to schedule an appointment to look at the mattress. We would like the opportunity to have one of our dedicated case managers contact you with possible options to resolve this matter. At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number that the mattress was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (sidewood53) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R.
Social Media Support Team
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