I purchased a new mattress from Sears in January (yes, 2 years and 8 months ago) and it is sagging horribly on one side.
I called the mattress warranty line, and an inspector was sent out. The inspector measuered the sag at MORE than the required 1 ½%u201D and agreed that the mattress was defective. The inspector stated this in his report.
I never received a follow-up call from Sears, so 5 days later I called them and was told that yes, I would be given a credit for the purchase price of the mattress, but that I would have to pay the delivery fee of $75.00. When I asked for a supervisor to discuss the delivery fee, I was given to Joyce, who explained to me that they were already WAIVING the RE-STOCKING Fee for me, so I shouldn%u2019t have a problem paying for delivery. Restocking fee? Really? SEARS sold me a defective product, and they are doing me a favor by WAIVING the RE-STOCKING fee???
I asked who I could complain to further up the chain, and was told by Joyce that she was the highest person in the Sears Mattress Warranty Department - apparently, she has no supervisors and is quite high up in the Sears company. I was told the only option is to write to their Corporate headquarters via snail mail - like I will ever receive a response to THAT!
I would like SOMEONE at Sears to explain to me why I have to pay a delivery fee to replace a DEFECTIVE product. This is outrageous. I will NEVER purchase another large item from Sears. I will also be finding as many comment boards as possible to post this complaint. Do not ever buy anything from dears - they do not stand behind their products!!!
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