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Mattress purchased from Sears

We purchased a Sterns & Foster mattress Nov. 2010 from Sears Dept. Store. The purchase price was over $2,000. In early July I noticed that the side of the mattress was buldging (I have pictures which I sent to Mattress Warranty Exchange and to Corporate office). I was told that it was "normal" wear and tear. I have had it only 9 months and I have a 10 year warranty. I sent in the ridiculous claim form along with photos and was told we were denied! Ok, so I complained, called several numbers and one day out of the blue they told me that our claim was reviewed by a Dept. manager and we would be getting a replacement. Wonderful!! Ok, here is the status. It is now mid-August and have already had 2 delivery dates canceled at the last minute because the mattress they had at the warehouse was dirty and did we still want it?! Huh?? No, I don't want a dirty mattress! Both canceled dates were because they had a dirty mattress. Now, my new delivery date is August 26. Let's just see if they have another dirty mattress - - I'm sure it is the same mattress - if it exists at all. We have had to *** work and stick around waiting and changing plans last minute. I'm pissed!! I have dealt with Sears for over 40 years and I will never buy even a paper clip from them again! I hope it gets resolved within my 10 year warranty. Sucks!! Going to Sterns and Foster and then to Better Business Bureau!
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Review
#256871 Review #256871 is a subjective opinion of poster.

Sears dirty little secret Home town sears stores are not sears stores

I got a treadmill at a sears hometown store and it went bad so i took it back to a sears store where i moved to and the store told me they could not except any thing from a hometown sears store. the hometown sears store has the same cash register receipt as the sears store has. But i was told because i got it at a hometown sears store i would have to take it back there one hundred miles from where i live now. But if i had got it from a sears store i could take it to back any store in the USA.
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10 comments
Anonymous
#944461

Returning any purchase to Sears, whether or not it's a Home Town Store or a Sears Full-Line Corporate Store depends on each particular item. Depends on the number of days since purchased, depends on if it was a Close-out item.

Normal policy is as follows, 30 Days return to get your money refunded, 90 Days to exchange the item. If it "went bad" as you say, then a repair order should have been offered, regardless of the 100 miles from where it was purchased. Note: A & E is only Contracted to repair items, Home Depot, Lowes and others also hire A & E Repair Services.

I also agree, the Sales Clerks at many Business's leave customer in the dark.

Anonymous
#919599

that is the furthest thing from the truth that ive ever heard. i know it to be true that hometown stores can take back full line store items as can full lines take back HTS items. The associate at the store in which you visited had no knowledge

Anonymous
#779532

I stopped dealing with Kmart 16 years ago and now I just have no respect for what was once SEARS .The customer service level thinks

people are *** and suck up to their corporate office for help

where no service and the same I can help emails and angry level surveys with stars are sent out first for feedback and then repeated

with no results.

Anonymous
#334433

I agree with {we the customer} I have not been in a Sears/Kmart in over 3 years, I call local repair techs for applaince work repair. I relized you had to have a instruction manual to do business with Sears and Kmart and stopped shopping there.

Anonymous
#333698

Thats your problem not the customers.Why put us all through this guessing game.How do we the customer know all these *** things. I was eating lunch today in a burger king and a A+E factory service tech came in to eat.I heard that they were owned and operated by Sears, I asked him who owned A+E, he told me Sears, I asked him why use A+E name instead of Sears and he said he did not know, he was a new employee and it was just his second month on the job, but he thought it was because they did work for other appliance sellers such as Lowe's and Home Depot. Its just another thing Sears does to keep us the customer confused.

Anonymous
#333648

I work at a Hometown Store and this is not the case. The only thing is, is that I can not take stuff back from the other Full Line Sears. Or being an owner operated store, I or my boss will have to eat the difference if this item never sells.

Anonymous
#767498
@Count4thme

that is not true. the owner of the hometown store can take anything back from a full line store and get the commission back that he lost on the return.

Anonymous
#856549
@greg

Greg....no, we do not get reimbursed.

Anonymous
#1249775
@None

Try using a Sears Rewards Card. I you do not buy something every week the put a hold on the card and force you to deal with their coustomer credit card service.

What a hassle. I have called them 12 times in the last month to unlock the card.

They also did not credit my account for reward points for a $800 dollar item. Sears fights you to see if you have the pstience to actually buy a item.

Anonymous
#1338550
@None

As a hometown owner, we cannot even recognize the full line receipt. We used to be able to force a refund, not an more. If are successful, the owner will be charged for the return.

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Review
#256833 Review #256833 is a subjective opinion of poster.
Loss
$375
Sears: Recently while in Sears Waldorf store I was offered a Sears Card, no paper work and approved in one minute and I accepted, if it could be down in one minute. I never gave it another thought until it came in the mail. Well I go on the Sears online store and...
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1 comment
Anonymous
#335044

Air and water

San Ana , Calif 92705

800 734-4328

Subject Return #33454-74193

I requested an RMA after the A/C arrived and was told that I would receive it within 4 days by email, I'm stll waiting.

The A/C total was $141.54, 24.95 was shipping, return shipping and a 15% restocking fee doesn't seem worth it. I learned my lesson on online purchases. Never again.

Thanks for responding

Review
#256639 Review #256639 is a subjective opinion of poster.

Sears Kenmoore Elite Oasis Washer is *** !

Since the purchase of both the Kenmore Elite Washer and Dryer both have performed poorly or not at all. Back in 2010 a service tech did come to replace a defective mother control board on the washer and now it works worse than before . Trying to get a sears service tech out to the house on time is also a waste of a day , even if the show up . I now have a four year old washer that now does not gets used at all and I have to juggle my laundry at the local laundry mat . Good thing I am a single man ,if I have a family and kids this could be a disaster . Also, I am selling my home so now I have to buy two new machines to replace the *** that is in my house . Sears just lost my money after 20 years and 3 homes filled with their products .
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Review
#256433 Review #256433 is a subjective opinion of poster.
Loss
$800

Sears sucks

Sears has never been the same since Kmart bought them everything about Sears sucks now it used to be the craftsman tools u can bring back and exchange no matter what not anymore Kmart has destroyed Sears like they destroyed there own company I'm a mechanic and I use craftsman tools it seems Sears is no longer a store for a man to go to and shop thanks Kmart for destroying what used to be a great department store that had good customer service somebody needs to take back this company and restore it back to the way it used to be
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2 comments
Anonymous
#773563

Sears sucks. Craftsman tools suck.

Both used to be American icons.

THAT is what happens when you let a sheister hedge fund organizer pilfer your company.

nikalseyn
#331143

I totally agree. I grew up using and then buying Craftsman tools.

Have not done so in two decades.

The customer service started going downhill then and is now almost all gone. Many other companies make good tools, eg., Stanley, Snap-On, etc.

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Review
#256417 Review #256417 is a subjective opinion of poster.
On 6/25/11 we purchased a small Whirlpool side by side refrigerator from the Sears Outlet in Shrewsbury MA. It was not used/returned, simply had a small scratch on the paint, and we were given a full warranty for this appliance. The cost was 800.00 We set up a delivery...
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3 comments
Anonymous
#1251441

I totally agree,these people are a big big rip off buyer beware

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Review
#256317 Review #256317 is a subjective opinion of poster.

Sears/Kohler GT5000 Junk

I bought a GT5000 with the Kohler 25hp engine in 2005. The first engine leaked oil through oil gasket, smoked and backfired terribly. Sears replaced the engine under warranty. The second engine had the same problems after 6 months. Called Sears and I was told the engine was a replacement part and had a 90 warranty. So much oil leaked and collected that one of the many backfires caught it on fire and almost burned down my garage. The melted plastic parts alone where over $700 so I went the re manufactured route recommended by the service tech. Finished the 2010 mowing season and the start of 2011 all three issues are back. Hot oil shoots on your left foot when it warms up, runs all round the frame then drips all over the garage floor. The recommended shut down procedure works 70% of the time so I mow with a fire extinguisher he hand. Again told it was a 90 warranty on replacement parts.
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1 comment
mdsalz
#332997

James,

Thanks for the comment and concern. However, in the "Sears Way" the email address provided come back as undeliverable!

Review
#256294 Review #256294 is a subjective opinion of poster.
Loss
$1049

Sears only employs ***

I am flabbergasted by my recent interactions with sears. I purchased a refrigerator for my parents. The delivery was a nightmare, they kept my elderly mother waiting all day then called at 10:30 at night to say they were still on their way. She asked them to deliver the next day. The next day, no one knew where the refridgerator was and we spent one hour on the phone trying to figure that out. When delivered, they said they could not set up the ice- maker. HUH? So that was another call and another visit, when the technician arrived he said he was the wrong guys and gave my mother a totally useless number to call to reschedule. After another hour on the phone with non-english speaking individuals, (and being hung up on twice)I gave up and called my own plumber to the tune of $120! But i guess that is what Sears wanted all along right?! Never again will I step foot in sears, terrible service and an utter waste of my time.
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1 comment
reni1016
#330765

not only *** Rude morons......I have been living a refigerator nightmare for 8 weeks during the hottest summer in years..they already have my money, why should they care, right?

Review
#256217 Review #256217 is a subjective opinion of poster.
Loss
$1111

Sears Sucks

Sears has to be the worst company ever. On May 24 I called into sears for a repair tech to come and repair my range. The customer service rep. scheduled me for the following date. The tech was a no show, after informing sears they stated that they will rescheduled for next avail. date.Second time same thing no show. That Sat. tech was scheduled to come again only to say that he can not repair the appliance because he does not have the proper tools. i also found out by one of the customer service reps is that sears allows you to scheduled online for a tech knowing that the date that populate online are complete wrong. See sears will schedule you knowing that no tech will be coming out to your home. That why it takes a tech at least 4 schedule times before they tech comes out.
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Review
#256054 Review #256054 is a subjective opinion of poster.
Service
Sears Repair
We had sears home service (SHS) install a brand new 5,000 Heat& Air unit July 2009. In April, we turned the unit from heat to A/C and it did not work. After several repair calls ( some of which were no shows by the repairman, unsuccessful repairs, accusations that...
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1 comment
Anonymous
#329421

Amen! I've had nothing but headaches dealing with Sears. They stink on ice!

Review
#255767 Review #255767 is a subjective opinion of poster.