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Sears Company Complaint - Sears Complaint - Serta Mattresses and Box spring set
Sears Company Complaint

Sears Company Complaint

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Sears Complaint - Serta Mattresses and Box spring set


In 2011 my husband and I purchased a mattress and a box at one of the Sears stores. The mattress is under a 10 year warranty. Two months ago I contacted customer service and filed a complaint because the mattress is saggy and the box is broken. 1 month after I filed the complaint finally the inspector came and checked the mattress and consisted the existing problem. The mattress is saggy more than 2.5 inches. three weeks later I received a phone call from the customer service center stating that the mattress will not be replaced because the frame should have been of as different type. I called back the customer service asking them to reconsider the case because when I purchased the mattress set the salesperson did not tell me that I should use a specific type of frame. the customer service answered to me " You go and file a complaint at the store for the salesperson.
This is not serious and considerate. Sears must train its customer service staff to be careful with what they say to people and be considerate. Why should I go to the store and discuss with the manager for bad service quality when the customer service I was communicating with should address the issue to its superiors. Returning to the mattress I am sleeping in a mattress that saggy and feels like you are falling in a hole, and every bone in our body hurts because of a bad mattress. I did not spend my dollars earned so hardly for a really bad quality mattress.
After all this bad experience I do not consider Sears for any other purchase and I would not think I would refer Sears to any of my friends.


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