[Resolved] Sears / mattress warranty
I purchased a cal king mattress from Sears. Within 4 months it was sagging and lumpy. After many many hours of being transferred to different people, which I have every name they said they would replace the mattress. We again had to travel over 2 hours to the store pick out another mattress and wait for months to receive it which of course we had to travel again 2 hours one way to pick it up. Imagine our surprise the second mattress was worse than the 1st. My husband sinks in and I am on a lump. It has been over a year with no replies from Sears we keep getting the run around. This mattress has a 10 year warranty. I do have all the paper work and names.
Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.
Sears Brands Customer Care's Response, Aug 25, 2010
My name is Scott, and I'm a case manager with Sears Cares Escalations. I was saddened to read your post. I'm sorry for your mattress experience. I can only imagine the frustration and inconvenience you've been through trying to get this matter resolved. Our team would like to help. At your convenience please contact my office via email at firstname.lastname@example.org so that we can assist with resolving this issue. Please provide us a contact number and the phone number the mattress was purchased under and we will call you at your convenience. In addition, include your screen name (mothermoon) in the email so we can reference to your case.
Senior Case Manager
Sears Brands Customer Care's Response, May 31, 2011
My name is James and I am part of the Social Media Support Escalations team at Sears and I'm sorry that you are still dealing with this issue! I have updated your file with your latest post and we would be more than happy to look into this issue and try to assist. At your convenience, please contact our office at email@example.com. Please send us an email providing a contact phone number and the phone number the mattress was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (mothermoon) for reference to your issue and we do look forward to talking to you soon.
Social Media Moderator
Sears Social Media Support
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