Sears Will Not Haul Away Old Mattresses After Sale
Bedding Full-size Mattress - Complaint
Resolution Update on 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?
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.
Sad, that a good long lasting customer relationship has to end like this but I guess that is Sears' way of doing business.