We purchased a mattress from Sears in November. We were told we had a 90 day return if the product was found defective. We filed our complaint and provided Sears with all of the pictures and items they needed to process the complaint which was handled and we were offered an opportunity to secure a different mattress from one of their stores. We did so and it was delivered to us on 3/16 with a 30 day return guarantee. We called Sears on 4/15 and advised them that the mattress we purchased was a "plush" and it was supposed to be softer than the mattress we received and we told them that we were not happy. We asked for a couple of more weeks to try it in hopes that by using it we'd soften it up. They said "no go " and then my wife spoke to a gentleman in their complaint / return dept by the name of John on 4/15 who listened to our complaint and he advised my wife that they would replace the mattress and further that the new mattress we picked out at their store would be delivered but a date and delivery time would have to be secured and further that we would be notified within 48 hours of the new delivery time.
Not hearing from Sears today we called the complaint dept and after speaking with 3 different people there and finally a supervisor by the name of Stephany. We were told that they are not going to recognize our complaint unless we can prove out the lack of softness by providing pictures etc that would support our claim. I insisted that this is ridiculous in as that the proving out of the lack of softness by photos is ridiculous but they insisted. And if we can't they closed their file on us and hung up. I still owe $1,800 on defective merchandise and they expect me to pay them but they won't help us. Any assistance we can get from you will be deeply appreciated.
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