Let me begin my saying my father was a loyal Sears shopper, and always told me to buy there when I could, as they stand behind their products, have good prices, and have good value in their store brands - Kenmore, Craftsman etc. So over the years I've bought 2 snowblowers, 1 Lawnmower, countless tools, A couple of fridges, a freezer, a washer and dryer, a leather couch set, many clothes, and much more.
Now the problem, 10 years and a couple months ago, my wife and I bought a Sears pedic mattress. For the last couple years, It's been sagging, and has now got the point where we can't sleep on it.
I called Sears, as I remember there was a 25 year warranty, and after some discussion I realized not only had I had misplaced the receipt sometime in the last few years, but I'd also pulled off the annoying warranty tag that was sewed at the seam near your head, depending on the way your mattress was flipped. Despite that, Sears still sent out a warranty work order to assess the mattress, I was very impressed with their service.
The repairman determined that the sag was greater than 2 inches, and indeed the mattress had failed.
A week later I followed up with Sears, and they managed to find a copy of my invoice in their file. They suggested that a pro-rated discount was in the works, and I was told that a local store manager would call within 24 hours to follow up.
After a few days and no calls, I checked back with Sears and am now told that without my warranty slip they will not stand behind the product, passing the blame to manufacturers inabilities or something. Well I didn't pay the manufacturer, I paid sears, and I made it clear that I was quite happy to work something out with them. So after all these years loyal to their brand, and spending tens of thousands to do so, they have turned their back to me over a *** mattress issue.
I am fuming. Guess I was the *** one to be so loyal. Sears will lose the rest of my lifetime of business, and my childrens. They won't feel so much as a bump in their business, but saving a few hundred on a mattress just cost them thousands of my future business, not to mention that I'm going to post this story everywhere I can.
Andy M Cambridge Ontario work order no. 204651
Monetary Loss: $2000.