Complaint / review text:
I bought a set of mattresses in 2010. Before a year was up the mattress was sagging. Called and reported complaint, took pictures and sent in. Mattress was replaced. But after delivery left and I went to put waterproof mattress pad on I saw that the mattress had stains, which told me that the replacement was a used mattress. I decided to keep it and and try it. Well after a year of sleeping on it, turning it, this mattress is sagging worse than the first one. I called the complaint dept. Again the mattress has a 5 or 10 year warranty. They sent a technician to take pictures and measure the sagging, in which he said he could visibly see before taking pictures and measuring. That has been over a week ago. I did not hear anything from Sears, I decided to call. Then I was given 3 different numbers to call and when I called the last one I had to hold for over 30 minutes. When I finally did get to speak to a customer service representative. She told me that the report showed that there was stains and that voided the warranty and even if it did not have any stains, the sagging was not deep enough to be replaced. This is not acceptable. This was a used mattress that was used to replace the first mattress and this mattress is sagging worse than the first mattress. I want a replacement. This mattress is suppose to be warranted for at least 5 or 10 years against sagging. I paid good money for these mattresses and I expect good service from them, which I am not getting. If something is not done, I will never buy anything else from Sears again and I will advise everyone I know from buying from Sears and I will also file a complaint with the Better Business Bureau! Sears use to be a good place to shop! But not so anymore. They did not even have the decency to call and tell me that they were not going to do anything about it.