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Sears Complaint - Mattress Warranty - Sealy Mattress
Sealy Mattress - Complaint
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.
Comments:
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
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.
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.
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.
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.
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