Mattresses Discussion Board

bad mattress from Sears

JulieK — Sat, 15 Oct 2011 11:46:43 GMT

Hi mikapeach! I left a comment on your Home page to see if you would like to speak to someone on the escalation team. Check your inbox for a message from me!

bad mattress from Sears

mikapeach — Sat, 15 Oct 2011 03:37:44 GMT

No, Darry, you are not right. I got two set of mattress and box, one from samsclub, one from sears, I paid half of the price for the sams set. Now, nobody want to sleep on the sears mattress because it forms valley just after 3 months. We turned the mattress around but just could find anyway to sleep on it again because it casued back and neck pain. IT NOW OCCUPIED THE SPACE AND NO USE AT ALL FOR MONTHS. I don't even want a replacement, I wonder what sears customer service can do best at this issue......

Mattress Problems- Need help

JulieK — Fri, 30 Sep 2011 14:59:27 GMT

Hi, maxstorm! We can get you in touch with SearsCares about your warranty. Just respond to the comment I left on your Home page requesting your contact information. Thanks!

Mattress Problems- Need help

maxstorm — Thu, 29 Sep 2011 15:25:39 GMT

Purchased this mattress about 1.5 years ago and paid a lot of money for it. It seems that the support is already all gone, I have nothing but back pain and restless sleep. I purchased the kind of mattress that I did based on the salesperson input for someone with lower back pains and with the new mattress they are worse than ever. The indentations never go away, even if we don’t sleep in the bed for a week. It really seems to me that the mattress not supporting us anymore after such a short time shows a problem with the product, right? I owned my last mattress for 7 years and it had more support left in it then this one has after only 1.5 years. There is a ridge down the middle which hasn't broken down and shows how the mattress originally felt for the first month. Who do I need to contact regarding the warranty?

bad mattress from Sears

DarrylWetzell — Thu, 15 Sep 2011 02:10:16 GMT

I think all you people would be complaining, no matter who you got a mattress from. I have never had a problem with Sears and I've been shopping there for 50 years! I'm buying another mattress today!

bad mattress from Sears

Malaika55 — Mon, 12 Sep 2011 17:31:38 GMT

I have the same problem with Sear warranty. I bought a mattress on Feb/2011, after few months the mattress I start getting a back pain. Mattress was sagged. Call Sears, send pictures and they replace the mattres on June 11.2011. After after 2 months same issue with the new mattress. Call sears, send pictures and now they are saying that I don't qualify for a replacement. I going to send the pictures again but I really don't want that mattress and they can't do anything. We all should do something, talk to a lawyer or some with customers rights. Very disappointed with Sears Cares. Never buy a Mattress from Sears even if is FREE. You will have a back pain after a month.

Haul away service is a farce!

edbc42660 — Mon, 12 Sep 2011 01:33:20 GMT

I will be waiting.

Haul away service is a farce!

JulieK — Mon, 12 Sep 2011 01:10:28 GMT

Got your message, edbc42660! Look to hear from them tomorrow!

Haul away service is a farce!

edbc42660 — Sun, 11 Sep 2011 20:19:53 GMT

Hello Julie K,

If you can help me not only will I be grateful, but extremely surprised. What Inbox? I hope this is it!

Haul away service is a farce!

JulieK — Sun, 11 Sep 2011 01:04:33 GMT

Hi edbc42660! I am so sorry to hear you are having such troubles getting your mattress picked up. Please check your inbox for a message from me-I think we can have SearsCares help with this. Once you reply, they will contact you directly.

Haul away service is a farce!

edbc42660 — Sat, 10 Sep 2011 17:53:22 GMT

Below is a copy of my email sent to Sear customer service today along with the initial reply about my problem: My intention is to post it many times and places in order to receive a solution.

I just finished a conversation with a representative from your delivery department at the number listed - 1-888-231-6951. This is now the 4th time I have had to call for this service of hauling away my old mattresses. All this because it was not done in the first place as ordered when the new mattresses were delivered and has continued to be ignored.

I believe I have been more than patient. Having been told each of the previous 3 times the pick up was scheduled I would receive a call the day before the pick up, has resulted only in me calling again to say that no call was received and the scheduled pick up has not occurred. In fact, the one and only time I did get a call was when my mattress was delivered and the old ones were NOT hauled away!

At this point it seems to me the time I have taken to call and wait for this service to be carried out, it should be now be free since it has taken so much of MY time. The promise of the service has not been fulfilled. This is a clear example of misrepresentation of a service offered and it appears there will be no attempt to satisfy it. Would you as a consumer put up with this type of service?

My 4th pick up date was scheduled for today, Saturday, Sept 10. I was told I would receive a call the day before. It is now 11:50 a.m. on Sept 10 and no call was received or message left yesterday indicating the time of pick up. When I once again called I found out my pick up date has been changed to Sunday and no call about the change was received by me, no email, nothing. Again, I accept the answer I am given and hang up. After sitting a moment and looking back at the date of the delivery of August 18th when all this huge, ridiculous lack of service occurred it only makes me realize I will need to either continue complaining and get no service or take it to a higher level. I call back only to be redirected to a department that does not take care of deliveries. Why would the delivery department transfer my call to a supposed administrator/supervisor if they could not even address the problem?

I will be seeking satisfaction and will be communicating this problem, as miniscule as it may seem, until resolved.

I am now waiting for a return call from the delivery service who said my log was locked since I had called earlier. I will be surprised to receive a call back since the track record is 4 and 0.

I am to the point of somehow taking the old mattresses to Sears door front and they can then have the haul away service take care of the problem.

In a message dated 8/24/2011 6:50:03 P.M. Central Daylight Time, order@customerservice.sears.com writes:

Dear Sears Customer,

Thank you for shopping at Sears.com!

We have received your request regarding the haul away that was not done. Please contact our delivery department at 1-888-231-6951 regarding the haul away.

Look for Great Ideas throughout the store and find Sears exclusive innovations from great brands like Sony, Kenmore, NordicTrack, Craftsman and Reebok.

Shop sears.com now to pick up great products for the season.
http://www.sears.com

Sincerely,
JP
Sears Customer Care
order@customerservice.sears.com
1-800-283-6940

Mattress Return Policy??

SHC-Alice — Tue, 06 Sep 2011 13:17:28 GMT

Hi BrenduhG. Here's what it says on the Sears.com website regarding 30-day return mattress policy:

"Our 30-day Comfort Guarantee allows you to try out your new mattress and see how it feels in your home. If you're not satisfied with your new mattress, contact Sears to receive a one-time credit (minus delivery charges) toward a new mattress of equal or greater value. Exchange of original mattress and new mattress selection must be made within 30 days of original purchase date. Original mattress must be undamaged, unsoiled and free of stains. Delivery fees will not be refunded. A new delivery fee will be charged and a 15% restocking fee will apply. Delivery fees vary."

Mattress Return Policy??

BrenduhG — Mon, 05 Sep 2011 17:58:44 GMT

Can anyone tell me if there are any fees or anything that go along with returning a mattress within the 30 day return policy? I scheduled the pickup time but nobody seems willing to tell me if I need to pay any additional fees for them to come and pick the mattress up. Any info on this would be great!

Warranty

JulieK — Sat, 03 Sep 2011 02:05:17 GMT

Hi shwebb! I bet Sears Customer Service can help with that. Here is a link to get in touch with them:

http://www.sears.com/shc/s/nb_10153_12605_NB_CSHome

Warranty

shwebb — Fri, 02 Sep 2011 23:47:21 GMT

I just purchased and had delivered the queen sized iComfort mattress. It did not come with any paperwork. Where do I get the warratny and other related information?

bad mattress from Sears

boatless — Fri, 02 Sep 2011 17:20:12 GMT

Hey, after reading all this! I am just disappointed that I have been through 6 mattress in just over a year. 3 time they brought the wrong mattress and charged delivery fees. I guess after 20 years of purchasing stuff from Sears, I just want them to correct the problem of a bad mattress or refund me my money without all the hastle. I agree Sterns & Foster, builds to Sears specifications - there in lies the problem of poor product and now bad customer service.

Contacting the mattress dept.

JulieK — Thu, 01 Sep 2011 01:28:02 GMT

Hi candy52! If you would like, we can have SearsCares help with the issues you are having with your mattress. I left a comment on your Home page requesting additional information to do so. Check your inbox so we can get the ball rolling. Thanks!

Contacting the mattress dept.

candy52 — Wed, 31 Aug 2011 23:17:20 GMT

I have been trying to contact the mattress dept. for several days. Customer service in this dept. is horrible. The warranty on my mattress was honored after I sent in pictures proving its the faults and defects. I was then told to call another number to complete my claim ( 1-888-566-5561). Well... I called three times. The first time I was holding for 20 minutes before hanging up, the second time it was 15 minutes before hanging up and the third time an hour before hanging up. I wanted to actually see how long it would take before they answered! They never did. I hung up at 5:15pm (CST).

Now I understand the mattress sale will be over after today and the prices will increase. Is this what sears was waiting on? I am truly disappointed.

bad mattress from Sears

Jas10 — Mon, 22 Aug 2011 00:46:19 GMT

I am having the same problem as everyone else in this discussion but am hopeful and will be happy to report, if successful, that Sears will stand behind their product. We bought the Sears O' Pedic white linen set for $1009.00. I had concerns with deep impressions after the first month but was encouraged by a sales associate to "give it some time". After a month, the problem was even more pronounced. After 5 months, I'm in such pain, I just don't want to go to this bed. I no longer can sleep on this mattress. It has a sizeable latex pillow top and I agree with others that the big pillow tops are prone to sink holes even though the bed is labeled "firm". This bed is mush, it's hard to change positions in, it has no support, and is making my life miserable. Determined to do something about it today, I contacted the mattress number at Sears (1-888-566-5561) and talked with 2 service reps who were helpful, pleasent, and gave me hope that my matter will be resolved to my satisfaction. A third representative told me in no uncertain words that I was up a creek, but I told him that what he was saying was unacceptable and that I'd call back and talk to someone else. The others proved to be much more helpful. I was to pick out a new mattress set (I chose the Simmons Matira Firm) and call them back to initiate the process. This Simmons model has a pillow top, but not a big thick 4 inch one like the Sears O' Pedic. Further, someone will contact me and I understand pictures will need to be sent from there.

It concerns me about the 1.5 inch rule as when latex, memory foam, and the like break down, the impression is more evident when you are lying on the bed. I really hope the person reviewing the photos understands that the 1.5 rule should apply to inner box spring mattresses only. I'll definately take a picture of someone on the bed. Bed purchasing has changed drastically with these new mattress materials and the fact that you only have one side to work with rotating and not flipping. There seem to be a lot of problems with these beds, very similar problems. How long will it be until stores figure out that there is a problem and stop selling the beds with bad feedback and multiple returns?

I will reserve judgement on Sears until the matter is resolved and will be posting my experience good or bad. I'm very anxious after reading this discussion.

I am someone who will post compliments if they are deserved as I feel it's just as helpful to others to read positive experiences. I rely on on-line reviews quite a bit and I really try to help others if I have good info, a good experience, or are happy with a product. But...I will also post negative comments if deserved because it also might help others with decisions.

If anyone has experience with the Simmons BeautyRest Matira Firm mattress, I'd really appreciate your feedback. Now I'm getting nervous about the pillowtop on it as well. My last Simmons Beautyrest had a pillowtop on both sides. It lasted 10 years which is what I expect from a mattress. I just don't know what the pillowtop consisted of.

Back pain due to my Sears O' Pedic White Linen Firm Mattress

JulieK — Mon, 22 Aug 2011 00:19:14 GMT

Sounds like you are in good shape, Jas10. Keep up updated!