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Sears Refused to honor 10 year Mattress Warranty (Only 2 years old)

Posted Sun June 25, 2006 10:27 am, by Kathleen F. written to Sears, Roebuck & Co.

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I purchased a Sears-O-Pedic twin matress in January 2004. It was used in the spare room for guests. This year I moved it into anoter room and I started sleeping on it. It is awful. It feels like I am sleeping on pebbles. I could feel the springs and I wake up stiff and sore. I called Sears because the mattress has a 10 year warranty. They wanted to charge me $75 for a man to come to my home to see if I am just whinning or if there is a problem with the matress. After several calls they sent the man out for free. He found a small stain, the size of a quarter on the matress and said the warranty no longer applied because of the stain. Sears refused to honor the warranty because of the stain. Unless Sears intends to resell the matress, which is against the law, I do not see what the problem is. The matress is of poor quality and cannot be used, unless you like pain. I called Sears store where I purchased the matress and they will not budge. I cannot belive that a 10 year warranty means NOTHING to Sears.

Replace the matress with one that can be used for sleeping.


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by Theresa G. Posted Sat August 13, 2011 @ 3:27 PM

I just returned a 4 year old mattress (queen size)because of sagging
and I had no problems at all. Sears was great! Sorry you had troubles
but the 10 year warranty worked for me!

Reply
by peanutbutter Posted Sun January 11, 2009 @ 1:38 PM

I worked at a Mattress store and I tried to exchange my mattress; it
also had a small stain DNA no coffie but they wouldn't allow the
exchange, the factory employees refuse to work on stained mattress due
to poss. comtamination, and I worked for them. You will find that any
mattress store would do the same Sears is a good store and it's there
fault that you didn't put down a mattress pad.

Reply

by RedheadWGlasses Posted Tue June 27, 2006 @ 10:45 AM

I posted to this a while ago, but now I have two comments/questions.

(1) Didn't you test it out before you bought it? When I bought my
bed, I laid on it in the store for a good amount of time, tried
different positions, etc. I knew right away when a bed was too soft
(I like a firm bed) for me. It takes time to buy a bed that's good.

(2) This means your guests have been sleeping on an awful bed. Have
you considered contacting friends who've slept on your bed to get
their honest opinion? Tell them you just slept on it recently and
thought it was awful, but get THEIR feedback. Preferences vary from
person to person.

Reply

Good Points by S. Brown Tue June 27, 2006 @ 2:53 PM

by Banrion Posted Mon June 26, 2006 @ 1:14 PM

The warranty summary on the website is pretty explicit:

The SEARS-O-PEDIC® Exclusive Sleep Set Warranty
Sleep sets consist of mattress and matching foundation
For two years from the date of purchase, Sears will repair or replace
the mattress and/or foundation free of charge, if found defective in
materials or workmanship. Void if set is soiled, misused or burned.
10-year limited warranty: After 2 years until 10 years from the
original date of purchase, Sears will repair or replace defective
pieces, charging 1/10 the original price multiplied by the number of
years owned.


I see two problems with the complaint.
1) The warranty only applies if there is a defect in materials or
workmanship. While you say that the mattress is uncomfortable to you,
you do not describe any problems specifically relating to materials
or workmanship. Mattresses come in different types and firmnesses for
a reason. Your personal comfort 2 years after purchase is of no
concern in the warranty.

2) "Void if set is soiled, misused or burned." In my book a stain no
matter how small or large makes a mattress soiled. This information
openly disclosed in the warranty. There are plenty of activies that I
can think of that will leave a stain the size of a quarter or smaller.

Reply

Thanks for taking the time to quote the actual warranty by S. Brown Mon June 26, 2006 @ 6:40 PM


thanx! by Alley Mon June 26, 2006 @ 10:14 PM
by JME Posted Mon June 26, 2006 @ 10:02 AM

I'd be interested to know what the warranty says. I would think
it's protection from something to the effect of "manufacturer's
defects" and/or broken springs, fabric rips, etc. I doubt it covers
you just because you don't find it comfortable.

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by *Brenda* Posted Sun June 25, 2006 @ 6:17 PM

It sucks but most warrantys do say that if there are any stains it
voids the warranty. I bought two mattresses in the last 2 years and I
bought stain protection on them to get around that.

Reply


by RedheadWGlasses Posted Sun June 25, 2006 @ 3:14 PM

Do you still have your warranty? Check it out and see what it says.
If you find that it still favors your claim, take your complaint to
the BBB as Zachary suggested, and also consider your state's attorney
general's office, a government office that focuses on consumer rights
quite a bit.

Sears is on a downward spiral. I can't believe people are still
shopping there, based on the complaints I read at this site
(complaints that seem to be reasonable and well-founded).

Reply

downward spiral? by Nicole F Sun June 25, 2006 @ 10:43 PM


I still shop there... by *Brenda* Sun June 25, 2006 @ 10:51 PM


That's fair by RedheadWGlasses Sun June 25, 2006 @ 11:06 PM


I beg to differ by Venice Mon June 26, 2006 @ 12:44 AM


Gotta Agree with Venice on This one.... by Gino Mon June 26, 2006 @ 1:44 AM

nothing's wrong by Nicole F Mon June 26, 2006 @ 3:19 PM


managers by AmandaBanana Mon June 26, 2006 @ 10:14 AM
by Prefect Zachary Posted Sun June 25, 2006 @ 2:33 PM

Read the warranty contract, if it does not say anything about the
warrantly not including stains then take them to BBB to get your free
mattress.

Reply




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