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Sears Mattresses Consumer Reviews - Page 2

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Mattress Scam
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LINCOLN PARK, MICHIGAN -- We purchased a $3500 mattress from Sears Lincoln Park. When they delivered this mattress my boyfriend and I slept on it one night and both said it is not the same bed. The bed in the store was extremely soft, the bed we received was firm. While we know it will be slightly different due to people trying it in the store this is completely different. We called Sears and they said we had to try it out for 30 days due to their policy. Now that we waited the 30 days they want us to pay a 15% processing fee plus pick up fee. That is $600 due to the cost of the bed.

We did our research and took pictures of our tag and the tag on the store bed. The tags do not match. In fact the makeup of the bed is slightly different. The store associate Julie said they have not changed out their mattresses in over two years. Then that is false advertisement. Do not buy a mattress from here because your mattress will be completely different than the one you pick out in the store.

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Don't Buy a Mattress Here!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

AURORA, ILLINOIS -- The sales staff is nice, however the Sears delivery team brought our new Kaden Serta Perfect Sleeper Queen and didn't set the frame up properly, they left the middle bar laying under the bed unused. Within a couple months we noticed our bed significantly sagging and incredibly uncomfortable, worse than what we had. Even though the test they had us perform proved something was wrong with the mattress, they refused to refund our money after many attempts, trying to get them to do anything was a complete waste of time. We spent over $700 as a newly married couple and the mattress has sat in our basement for years now, such a complete waste of time and money.

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Beauty Rest Hybrid Silver
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MYRTLE BEACH, SOUTH CAROLINA -- Do NOT purchase a mattress online with Sears. Their warranty will not hold up even after calling 3 days after delivery. David Store Manager at Coastal Grand Mall Myrtle Beach said OH WELL NOTHING he can do or will do. 2068.00$$ wasted. Purchased online May 10, 2017. Delivered May 12th. Called about defective May 15. I have been lied to, hung up on so many times, transferred to non working numbers, told they were coming to pick it up, told they would call in 24 hrs, told that it could be returned and had all my info erased, no file, not even my order could be found.

July 3rd on 3rd mgr trying to rectify the situation and they keep passing the buck. David store mgr insisted Sears doesn't operate this way and someone would call AGAIN by July 6th. July FOURTH at 4:30 pm while at the beach Sears calls and immediately changes their minds AGAIN on what they were offering. Now I can NOT return it and I have to pay them 70.00 for them to pick up and exchange their poorly constructed mattress. When I said I don't agree, she hung up AGAIN. Back to store on July 5th.

Talked to David store mgr for 2nd time and he said there was nothing else he could do or would do. Coastal Grand Mall Myrtle Beach SC. Do not waste your money. Beauty Rest Silver Hybrid queen. 2068.00$$ wasted on a defective bed not 2 months old.

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If First You Don't Succeed, You Better Real Sure You Get It Right the Second Time!
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

CHICAGO, ILLINOIS -- We bought a hybrid mattress from Sears for what seemed like a great deal. Unfortunately, my wife was sweating bullets on the memory foam and we had to exchange the bed for something that didn't trap heat. So we go to Sears, spend hours laying on the floor models and pick out one we can agree on. That part was fine. We paid the restocking fee and the delivery/pick up fees with no issue. The problem is we aren't very comfortable on this new bed either and called to see if we can exchange it and were told that this was a no go.

There is only one "comfort exchange" allowed per purchase which I get if we were asking the for the same model we already had but this is a totally different bed! So, they want to make sure we're happy with one purchase but the second purchase is just tough luck? We have no issue paying another restocking fee or delivery/pick up fee and are buying yet another mattress from the company so what's the problem?

I will never buy another bed from Sears or make any other large household purchases. I get not being able to endlessly exchange beds but this seems a little uneven and unfair. Hope the quick buck was worth trading off any other money we'll spend with you down the road.

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Warranty Mystery Loopholes
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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!

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Mattress Warranty
By -

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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Mattress. Beautyrest Messala-11 PlushAppliance
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ELIZABETHTOWN, KENTUCKY -- Differently not the mattress tried out at this Sears store. And why would a customer have to wait 30 days to return a product they are clearly not satisfied with. Why would Sears want to treat their customers this way. This mattress was very expensive and was expected to to be the last mattress purchased, given our age and all. 15% restocking fee? Really? On top of a pickup fee? The "break in" period for a mattress is a bunch of crap and wish I had not fallen for it.

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Mattress Sagging After 1 Year
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MERRILLVILLE, INDIANA -- I purchased queen mattress set along with bed frame from Sears. After 1 year mattress was sagging almost 3 inches down the center. I emailed all the pictures and information required. I was denied because they said the frame didn't meet the requirements. After numerous calls, I got nowhere. I went to Sears because I trusted that I would be sold quality products. Why would they sell me a frame that was not the required frame for my mattress set? Now I'm stuck with a new saggy mattress. Extremely dissatisfied!!!

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Mattress Rip Off
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HURST, TEXAS -- Don't shop at Sears or buy a Sealy. People should be put in jail for selling bad products and not honoring warranties.

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Sears Will Not Haul Away Old Mattresses After Sale
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
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 Penney, 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.

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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Sears Mattresses Rating:
Star Empty star Empty star Empty star Empty star
1.0 out of 5, based on 26 ratings and
37 reviews & complaints.
Contact Information:
Sears
3333 Beverly Road
Hoffman Estates, IL 60192-3322
847-286-2500 (ph)
www.sears.com
smadvisor@searshc.com
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