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Sears Complaint - Sears Defective Mattress
Sears Complaint

Sears Complaint


Sears Defective Mattress

I have had my fill, I am Disabled as well as my husband, approximately Seven months ago we purchased a Mattress, as our old was at least 12 years old and it was time to change, however great Mattress all though not from Sears . So we got the Mattress and approximately three months letter we both had dips under our bodies I called to inform Sears of the problem and I was instructed to take pictures of the bed frame, box spring,log tags, receipts, I had to place a string on the mattress to measure dip or dent We qualified and a new mattress of the same was delivered to us. At that time the gentleman told me that if this happens again Sears would not deliver the same mattress because that particular mattress obviously is not for us and that we would at least be able to pick out another mattress. Now here another three months later and I am having the same problem, I went through all of the same steps and emailed the new pictures to sears and again qualified under the guidelines now I am being told that the two mattress i had previously are no longer being made and so they want to bring this mattress out to us.

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SearsCares says: (6 years ago)
To: Americus,
My name is Dianne and I am part of the Sears Social Media Escalations team. I am very concerned about what I have read here. Please accept our apologies for the problems you are experiencing with your mattress. I came across your post and I wanted to reach out and offer our assistance with this unfortunate situation. We are sorry to hear that your three month old mattress is defective, and the replacement mattress is also defective.
At Sears, we pride ourselves on making sure our valued customers are satisfied with our products and services and it appears we have not met that goal here. From your post I can see that this has been a source of great frustration for you and your family and we would like to assist. Sears Social Media Escalations Team is a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. We would like to look into this situation further and offer our assistance to help resolve this issue.
At your convenience please contact our office via email at SMAdvisor@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the item was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Americus) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Dianne D.
Social Media Moderator
Sears Social Media Support

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