With Company response Not resolved

Update by user Apr 12, 2013

Oops! I accidentally clicked the Bull@$@% button and don't know how to undo that!

Just to update the status, someone from Sears Corporate did finally contact me, but said there was nothing else they could do. Their advice was to try again in six months to file a complaint with the warranty department, basically.

The SEARS rep said Sealy wouldn't let them warranty out htis mattress.

So my husband is still sleeping on the guest bed and me on our son's bottom bunk.

Original review posted by user Mar 12, 2013

I had to jump through 16+ steps, photos, etc.just to get the mattress warranty approved.

Once the sales people at two different stores realized we were searching for a replacement mattress, they walked away and wouldn’t help us because they work on commission. They sent the delivery people to the wrong address. They brought the wrong mattress TWICE! They sold us a replacement that was a closeout mattress priced way below the amount we were entitled for our original mattress.

Because it was a close-out, they didn't even have the right one in stock, so I was forced to choose another without the chance to even try it.

The second replacement has all the same problems as the original mattress – holds heat, sinks too deep when you lie down, offering no support, the box spring sags under the weight of the new mattress and the holes don’t pop back up so when you change positions you’re lying in a pit.I even wrote to corporate, and took new photos, but they won’t replace it or give us a refund.

Review #392122 is a subjective opinion of a user.

PRODUCT OR SERVICE Sears Replacement
Reason of Review / Monetary Loss Not specified / $780
Preferred solution Not specified

Had an Experience with Sears?

Submit review


Comment as anonymous or
Terms of Service
Post Comment
Sears Response
Dear Mender8,

My name is Edwin and I work with the Sears Social Media Escalations team. We’re sorry to hear about the problems you had with your mattress, and for that we apologize. We noticed that you had also tweet your mattress concern on 3/11/13. You'll be contacted by the first available Case Mgr. Thank you for your patience.

Thank you,
Edwin C.
Social Media Moderator
Sears Social Media Support

You May Also Like

"Recently my Kenmore water heater that was purchased in February of 2013 stopped working. After some simple triage steps I was able to determine that the honeywell gas valve..." Read more
"I have yet to encounter a worse customer service experience than Sears Delivery. I ordered a washer/dryer and scheduled delivery for Sat. 11/12/16, guaranteed between 2-4pm. On the date..." Read more
"...Perfect Sleeper Ladywell Plush king size mattress ripped within a week of purchasing and they won't replace it..." Read more
"I purchased a Kenmore gas range from Sears.com.Bought it on Black Friday 11-24-16. First, pay someone to pick it up for me in the store because I don't own a..." Read more
"I go to OffersBucks.com and go to take anyone of the 1-10 surveys which you have to take in order. Says to follow directions through untill the end of survey...." Read more
"I had ordered several items from Fashionmia, one of the dresses was sold out and the other was not as shown on the site. I contacted customer service, several emails..." Read more
"Worst courier company ever. They are holding my courier since 22 April and it is still there. Other courier company handed over my courier on 22 April in Gurgaon. It..." Read more
"In January of 2016, I signed a two (2) year contract with Comcast for Triple play. I was on Double play prior to that but they encouraged me to move..." Read more