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.
DICKSON CITY, PENNSYLVANIA -- After spending $700 on a mattress that I got for 50% off, I realize I got no bargain. After 10 months, the boxspring cracked, and caused the mattress to sag in the middle. At purchase, I was not given a copy of the warranty, only a 1800# and a warning to purchase a mattress cover because stains could void the warranty.
Never was I told that my frame could void the warranty as well! I could have spent $50 to buy a new frame if I were given care instructions! But that would mean everyone could use the warranty... I only saw the warranty when my claim was denied and that is unfair. The salesman stressed the warranty to make the sale but never told us conditions. 10 months... the mattress should have lasted 10-15 years. Now I will go shopping again for another bed, and be sure to warn everyone about warranty loopholes!
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.
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 compensated 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!!!
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 # ** said that this department name has not been used for over three (3) years. Sears...you really do suck!
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 firstname.lastname@example.org. 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.
Sears Cares Team
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.
FLAGSTAFF, ARIZONA -- The first purchase I have ever attempted to make at Sears was a mattress and box springs. The lady who helped me ** 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 already 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.
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 into 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.
FREEHOLD, NEW JERSEY -- Sears Home Delivery was just at my house to deliver a queen box spring and mattress set. They "attempted" to get the box spring up the stairs and LITERALLY after 5 seconds gave up, and didn't try any more. They said it "wouldn't fit" and I'd need to get a double box spring instead. I live in a townhouse with hundreds of other identical houses around. Everyone around here I've spoken to said their queen box springs fit up their stair case. It just takes a little effort. I'm extremely pissed off that I paid $70 and they didn't even try to get my mattress up the stairs. Now I have a box spring sitting in my living room and a mattress sitting in the way in my bedroom.
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.