Sears Mattresses

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1.4 out of 5, based on 10 ratings and
21 reviews & complaints.
Dear Valued Customers: My name is Brian and I work for the Sears Cares Executive Escalations team. We want you know we are here for assistance. If you have any questions, concerns, or current problems you are experiencing with Sears please contact my office. We can be reached via email at smadvisor@searshc.com. In your email please include your name, phone number and an outline of your current issue and we will contact you directly. We appreciate your business and we look forward to hearing from you soon.

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Buyer Beware!
Posted by on
Rating: 1/51
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 www.mattresseducation.net and www.sleeplikethedead.com for mattress education. I wish I had done this before buying from Sears!
     
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Mattress Warranty
Posted by on
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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FaireMaiden on 02/14/2010:
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.
SearsCare on 02/15/2010:
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
FaireMaiden on 02/15/2010:
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.
PepperElf on 02/15/2010:
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.
FaireMaiden on 04/19/2010:
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.
PepperElf on 04/19/2010:
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.
gc on 05/27/2013:
I got one in 2007, Yes a sealy pilow top. it has a 10 year warranty 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 warranty. They guy on the other end was rude sayng you should have 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 cannot 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.
Sears Cares on 05/28/2013:
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
Delores T on 07/12/2013:
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.
stephanie on 07/15/2013:
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 warranty 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 warranty (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 warranty. 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 warranty this time.
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Sears Will Not Haul Away Old Mattresses After Sale
Posted by on
Rating: 1/51
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
Resolution Update 12/24/2013:
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?
Company Response :
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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Barry on 12/13/2013:
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.
ok4now on 12/13/2013:
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.
Phyllis on 12/13/2013:
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.
CharlieJimenez.Orders on 12/13/2013:
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.
HughJ on 12/15/2013:
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.
CharlieJimenez.Orders on 12/17/2013:
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.
CharlieJimenez.Orders on 12/24/2013:
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?
Kleber on 06/19/2014:
i wish i had seen this review before, i made the same mistake of ordering a mattress from sear and I'm having the same problem at the moment. They refused to take my old mattress and as of now i have been about 40 minutes on the phone trying to talk to a supervisor. Its ridiculous, I purchased the mattress online and could not find any reference to any particular police on haul the old mattress. My mattress was wine stained and by using a product to clean it turned yellow. When i mention to the driver that it was a 2 year old stain he looked at me and said " thats what you say, thats what everyone says". i"ll post the results of this soon.
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Will NEVER do business with Sears again!!!
Posted by on
JACKSON, TENNESSEE -- We bought a Serta mattress from the Sears store here in Jackson, TN on Oct 19th 2011. We were told it would be delivered to our home on Thursday Oct 27th and that we would get a phone call telling us what time. My husband received the call stating it would be between 2:30-4:30 that afternoon. He made arrangements to be home an hour and a half before the earliest delivery time. Our daughter who is 22 called her father at 12:45 telling him they were already there. She gave her phone to the delivery man and my husband asked they wait 10 minutes for him to get there. They refused. They came in on my daughter who was home alone, trying to go to work and had to call and tell her employer she would be late. They did not bring the bed frame but told my husband they would bring it tomorrow. He told them no and to wait because he didn't want anyone to sign something he didn't see in case it stated they did deliver the frame and we didn't get it. That's exactly what happened. We didn't even get a copy of it but Sears (although they have been nice about this) states the frame was on the truck and shows it was delivered. My husband who NEVER gets mad is so angry he doesn't know what to do. I am angry because these men walked in on my daughter without permission, scared her, would not listen to instruction and then they lied on top of everything else. We still don't have our bed frame today and was told it would now be tomorrow. We were told we would be compenstated by being given free shipping. We were supposed to have free shipping anyway. You can't compensate for scaring my daughter. I understand these delivery guys are sub contractors and not employed by Sears but I can tell you one thing...I work in commercial insurance. They are supposed to have some liability insurance as a sub contractor and should be background checked before they are allowed to visit peoples homes. SHAME on Sears. This is so unacceptable!!!
     
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SearsCare on 10/28/2011:
Dear Sherron49:

My name is Susan and I am part of the Sears Social Media Escalations team. I am very concerned about what I have read here. I came across your post and I wanted to reach out and offer our assistance in getting this unfortunate situation resolved. We’re very sorry to hear about the service you have received from our team attempting to deliver your mattress and we apologize for the frustration this has caused you and your family. Sears Social Media Escalations Team is a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. We would like to talk with you about this situation and see what we can due to make it right.

At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by 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 (sherron49) 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
Venice09 on 10/28/2011:
I can't believe they entered the house without permission. I hope you follow up with Sears because that's just unacceptable.
mrrog on 10/31/2011:
Now for the rest of the story.I am angry husband in story. Store manager where I bought mattress passes me on to someone else. He informs me HE would now handle the problem , was very nice but did not return calls promptly ( if at all )Told me he could not find a bed frame anywhere so it would be yet another day. I go back to store to see associate who sold me the mattress. She is very upset at the way we have been treated. Guess what , they have frames at the store and she GIVES me one. Three days have passed and I still have not hears from MR. I will handle this now. I have called him back basically to let him know I TOOK CARE OF THINGS. He will not return my calls. I have been promised gift cards and to be honest I will not hold my breath waiting on them. I did not complain to get a discount I want to know that this will never happen to someone else. They won't promise that. At the store I was told the supposively contracted workers were actually Sears employees. The more I investigate the more lies I find. Do not let Sears in Jackson deliver anything to your home.
mrrog on 10/31/2011:
Angry husband here. Forgot to mention that when my daughter told the delivery man that they were too early they pointed at my phone number on the manifest and said this number called and said it would be alright to deliver early. I never called, would not know where to call. Another mystery has been is what happened to the bed frame because their shipping department told MR I WILL TAKE CARE OF IT that the frame was loaded on truck. I did give Sears my opinion of what happened to the frame which is the delivery guys kept it (called stealling) and that is why they wanted my daughter to sign so they could get the heck out of their before I could get home. They did not leave us a copy of manifest. I will be calling "MR I WILL TAKE CARE OF IT" again shortly . I am just going to let him know I have taken care of things and thank him for his help.
Venice09 on 10/31/2011:
Thanks for the additional information. It does make the situation even worse.

I don't think the delivery guys stole the bed frame. My guess is they gave it to another customer, either by mistake or because they were short a frame. However, you are probably right about why they were in such a hurry to leave your house.
imp3400 on 04/07/2013:
SEARS managers are known for being MR. I WILL TAKE CARE OF IT. either that or they just hide. Just another reason Sears is going down the toilet. I just plain stopped shopping there. Once my maintenace agreements expire on the few remaining Sears products. I won't have to deal with Sears at all. I've already took my business elsewhere. I've already received call from Sears cares, saying they would get back and they never did.
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Sears Home Delivery is Frightening For Women
Posted by on
PALMDALE, CALIFORNIA -- We purchased a mattress and box spring set at Sears in Palmdale, CA. The store itself was alright, but the delivery and customer "after care" was horrific.

The guys they sent to my home to deliver the products did not speak any English and showed up with hands covered in some sort of black substance. I asked then to wash their hands and even went so far as to provide them a sink, soap and a fresh towel (which had to be trashed after). They put in the box springs and as they were lowering the mattress I saw greasy hand prints all over the bottom and sides of my new $3K bed. I said "stop...look at that grease and dirt on my purchase, that is disgusting and will invalidate my warranty". The guys, who did not 'speak English' said "oh no, only piss or blood on the top will invalidate warranty, its no problem". I said it was a problem and I'd like to see the delivery manifest. I asked them to step outside my home, wrote comments on the manifest and took a photocopy, refused to sigh for the delivery and called Sears.

Sears said "yes that does invalidate your warranty, we will replace both box springs and the mattress". A week later another truck shows up, with one box spring.

We are waiting on two new box springs and a new mattress tomorrow, God help us!

This is the very last time I spend my heard earned money at this establishment.

Note: Sears will not provide the name of the delivery company. Sears will not provide the name or ID of the delivery people. How safe do you really feel shopping with a store and having your wife alone at home accepting products in your home from strangers, a group of unidentified men in this day and age?

Sears does not care about its customers. Sears does not care about the safety of its female customers in their homes, and they will never receive our business again.

Note 2: The (800) Sears service call center provide incorrect phone numbers when asked for a complaints department. They claim to be running some sort of contest on their sales receipts and they provide you with a web site to give feedback. The only way to actually get the right number is to put "Extremely Dissatisfied" as your survey responses. The number listed is the "Sears National Customer Relations Center", but the guy I talked to tonight (Solomon) Unit #49028 said that this department name has not been used for over three (3) years.

Sears...you really do suck!
Company Response 4/1/2011:
Dear 147657:

My name is Susan and I'm part of the Sears Cares Team. I found your post here and wanted to reach out to you and offer assistance. I am very sorry about the problems you are having getting your mattress and box springs delivered. I can definitely understand the frustration you must be feeling over this situation. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please send us an email to our office at smsupport@searshc.com. In the email, please provide a contact phone number and we will call you directly. Also, in your email please provide the screen name (147657) for reference to your issue and we do look forward to talking to you soon.

Thank you,

Susan R.
Sears Cares Team
     
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Anonymous on 03/31/2011:
I wouldn't want that nasty mattress either! I am glad you called them for a replacement. It is unacceptable for a $3000 purchase and it is unacceptable for a $50 purchase. As for the rest of the complaint, having delivery people in your home is ALWAYS a risk. They are ALWAYS strangers whether they speak English or not. If you feel unsafe having your wife accept the deliveries, make sure you are there with her when they come. Having Sears tell you they are coming by way of Pete's Delivery is no guarantee of her safety at all, is it??
ok4now on 04/01/2011:
Your first mistake was buying a $3000 mattress from Sears. Be glad you didn't buy an appliance from them. Just look at all of the negative posts. They are not the same store our parents bought from. Back then they sold a quality product and stood behind it. They were highly trusted. Today they are just a struggling retailer selling products of questionable quality that they won't stand behind. There customer service is horrible. Just wait for the SearsCares post, another joke. Scott should be writing you shortly. Good for you demanding a replacement. Don't make this mistake again.
Venice09 on 04/01/2011:
I've accepted many deliveries/repairs on my own. It's just one of the risks in life you take. If you are that concerned, you should not leave your wife alone, or as ript said, arrange your own delivery. I will say that when repair techs show up in a Sears truck, it does make me feel a little more comfortable. But it's still no guarantee.

I'm surprised the mattress and box spring were not covered in plastic that could have been removed afterward. I don't think I would want a mattress and box spring that were not covered. The dirty hands would have turned me off, too.
momsey on 04/01/2011:
I also would not have accepted the delivery. But I see no backup here that anything about the men or the delivery that would have been frightening.
Venice09 on 04/01/2011:
Yeah, I agree, momsey. Dirty hands are gross but certainly not frightening. People who do not speak English are not frightening either. When I read the title of this review, I expected something worse. When you're expecting a delivery and people show up with the merchandise, chances are good that it's safe.

OP, was there a company name on the delivery truck?
unhappy999 on 04/01/2011:
It does not say if the mattress and box spring was covered in plastic or not. You should never accept a mattress or box spring that is not covered in plastic because of bed bugs. The same truck that brings your new mattress is the same truck that removes the old mattresses. If your new mattress is not sealed in plastic, bed bugs could get on it from an old mattress that has them. That would be 100 times worse than some grease.
Venice09 on 04/01/2011:
Unhappy, I wasn't even thinking of bed bugs when I mentioned the plastic, but you're right! I would worry more about that than anything else.
Anonymous on 04/01/2011:
Kmart owns Sears so you really bought your mattress from Kmart.
Anonymous on 04/01/2011:
Does it matter throwback? A Sealy, Serta, Simmons, etc... from Sears is no different than a Sealy, Serta, Simmons from K-Mart.
Inat on 04/01/2011:
yeah, Sears doesn't really have their "own" products aside from Craftsman / Kenmore which are made my other companies :)

I just bought a samsung fridge from them and had it delivered. I was surprised too to see an unmarked truck and unmarked delivery men.

Seems to be the way it's going though - I just had furniture delivered from Macys and the guys smelled of alcohol and pot. They didn't damage anything and I got my furniture so it didn't make a difference that they were high and buzzed; but I was happy it was me and not my wife at home taking delivery
Ytropious on 04/01/2011:
OP it doesn't matter if they're identified either. Apparently there has been a fake TWC man with a knock off ID badge and TWC logo hoodie going to peoples homes and clipping their cable, then a few minutes later he knocks on the door and asks if the cable is out. He then goes into your home, steals some things, says he needs to go to his truck and then leaves. Hubs works for TWC so that's how I found out.

I'm not sure what being a woman has to do with all of this. If someone is hell bent on stealing or harming you, they're going to try it on a man as well. I've accepted deliveries and such without my husband around. You just have to be smart about it.
Venice09 on 04/01/2011:
Yt, most deliveries are made by men, and men are more likely to attack a woman. They think women are more vulnerable and will take advantage of that.
Erika Bryan on 12/02/2013:
My mother order a box spring for your store and as of yet we have no idea when it will be delivered. We keep getting calls from Malaysia that our delivery date is being changed but when I call they tell us they can not give us any information. This has happen three times in the past week. We've never experienced this before. I need someone to communicate with us. I'm losing all faith in Sears.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Sears Sucks
Posted by on
Rating: 1/51
TULSA, OKLAHOMA -- I purchased a Sealy box spring and mattress set from Sears which cost, on sale, over $ 850.00. After less than 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.
Company Response :
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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Delivery issues impact to 90 year old sr citizens
Posted on
On July 20th I ordered new mattress's for my 90 yr old parents, seems simply enough and here's what happened:

1) on the way home after purchase with a delivery date set for July 27th, I realized I needed the low profile box spring. Called the store to make a sub. Was told by salesperson I had to come back to the store...really?? So I go back, now my delivery date is July 29th.
2) I wait around for July 29th and delay my vacation, I need to be there as my parents can't handle this transaction. On July 29th they call to say the mattress has not arrived.
Will be there on Aug 1st.
3) so I come back from vacation early to be there on Aug 1st. Delivery calls 15 minutes before they are scheduled to inform me the boxspring is "broken". Now it has to be Aug 6th.
4) I'm out of town on Aug 6th so I schedule for Aug 8th.

So here's the thing, every time I get someone on the phone, "someone else" is going to call me back. The first complaint to delivery resulted in an offer for a 10% coupon...great why would I be motivated to shop there?

I next contacted my local store I made the purchase from, got shuffled around, finally Angela calls to say " you can call delivery and have the change the date to when you are in town"...thanks you Angela I already did that! But what I want is my $69.90 delivery fee waved. Seems fair, I've rearranged my vacation twice and now have to take off work. So Angela sputters out something about someone else has to call me back, so far...no call.

BUT that's OK. It's really my 90 yr old parents I'm writing for, my Dad keeps removing his bedding each time he thinks delivery is coming, it's a struggle. They are confused by all the date changes etc.

Come on Sears really?? I wish I had read this website before I shopped. I could have gone elsewhere and been done with this issue and no hassle.

I have two words for you Sears...SOCIAL MEDIA. It overthrew the Egyptian Govt. And I am sure that's why Sears now has Susan R our very own social media moderator from corp.

From your in store service to delivery it's ugly and people will talk. Good service is about all that's left and if you can't handle that then soon Sears Holding nasdaq initials will be gone.

PS- I need the free kitchen renovation people to give up, I have 2 kitchens that need a renovating and why on earth would I use you guys?
     
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User Replies:
SearsCare on 08/24/2011:
Dear Delivery-Mattress:

I saw your comment here and I wanted to reach out and apologize on behalf of Sears Cares for what happened with the delivery of your parent's mattress. I do apologize for the delay in finding your comments also and I wanted to ask you to contact my team, even if this has been resolved, to allow us to check into what happened and see if we can make this right for you somehow, but especially if it has not been resolved so we can ensure this happens.

My name is Susan and I’m part of the Sears Social Media Escalations team and we’d like to step in and resolve this issue for you. At your convenience, please contact my office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the mattress was originally purchased under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide the screen name (Delivery-Mattress) listed on your site, to reference 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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Sears Mattress Buyer Beware
Posted by on
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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saj80 on 01/19/2011:
I believe this should be a complaint against the manufacturer (Serta); Sears only sold the mattress. Have you contacted Serta about their warranty?
Rile on 01/19/2011:
When I make an $850.00 purchase, I expect the company to stand behind their product. Plain and simple.
SearsCare on 01/25/2011:
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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StarEmpty StarEmpty StarEmpty StarEmpty Star
Bad Service! No Help!
Posted by on
Rating: 1/51
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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bcd on 06/15/2013:
How did the mattress compare to the floor model you laid on in the store?
SearsCare on 06/18/2013:
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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StarEmpty StarEmpty StarEmpty StarEmpty Star
I can't get no satisfaction
Posted by on
Rating: 1/51
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 gone 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 supposed 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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User Replies:
SearsCare on 02/26/2013:
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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