Sears review: Replacement parts 479

We have a rider mower from sears, craftsman, 3yrs. old. we've had the same bracket fixed twice so far, once a year, it is a good thing we took the ins. out. but when that expires we'll have to buy the same part every year, it seems.we bought from sears because of their quality products, but i wish we'd never bought this one. it is not a good mower at all.we should have returned it to begin with. i won't buy another one from them.

I had called sears to have my dishwasher service loud noise, technician came out and said food chopper wash broke by toothpick and needs new heating element.A week later different tech comes to replace both parts very slow and confused took 45 minutes to put food chopper in, not too mention it took him almost an hour to remove and replace elemnet (only held on by too nuts . First time running a couple hours after tech leaves. severe loud noise like metal grinding on metal .When I call sears call center first person hangs up on me . Whern I call back second call center person says call tomorrow . I am calling for seevice for tomorrow now, when I ask for supervisor same operater comes back and says call tomorrow and hangs up!

on march 29, 2017 my furnace was on in my home. Then I smelled burnt rubber in my vents where the force hot air would come from.I called the fire department and they came to investigate the smell. They told me that it was no sign of a gas leak or carbon monoxide. They told me to turn it off and call your service contract. I called sears the same day and they came the next day. the tech was nice and professional but I told him the smell is coming from the vents. He told me all the safety on the furnace are on, then he left that is when the smell return I called sears again to come back on april 7, 2017. So a friend of mine gave me an independent heating cooling guy he came over and asked what was the problem? I told him the problem. he told me turn on your furnace and I did. He did not touch the parts of the furnace or any other part of the furnace. He told me to turn off the furnace, he open the side of the vent and look in with his flashlight and said oh here is your problem a liner on top of the heating exchange. I was very grateful to him but angry that the sears tech did not go the extra mile to explore the problem I told sears about it and they wanted to cancel my service contract. twenty years a loyal customer and they wanted to cancel my contract because someone found the problem but their tech could not or didn't want to be bothered. I already made a complaint with bbb and consumer affairs and from this day on I will never buy anything from sears again.

Thanks. This just confirms what I already know through my own experience. I've also given up on Sears.

We have an appointment today to have our riding mower serviced and it was sceduled between 8-12 and it's almost 3:00. Noone had the courtesy to call and let me know that there was a problem. Called customer 3x which in my opinion was a waste of time. I can't believe that they don't have enough people employed so this doesn't happen. I feel like this day has been wasted because the Tech didn't bother to pick up the phone. Very disappointed in Sears.

I was scheduled to have my dryer repaired on Friday between 1-5. I received a call at 2pm on Friday saying that the tech had called in that morning sick and there was no one else to come out...I would have to wait until Monday. This is after I had to wait 5 days to even get scheduled. I had rearranged my whole day for Friday and no one even bothered to call me Friday morning to tell me that they would not be able to come. I got on the phone to "customer no service" only to be told that someone would call me within 24 hours to "work something out". Needless to say, no one called. So today, Saturday, I have been on the phone for 2 hours total...hung up on 4 times and finally spoke with a supervisor who was NO help at all. I won't ever step foot in or buy another product again from Sears!

I called to scheduled my lawn mower for servicing. Since we purchased it, we have had to replace the spark plug every time we used it. The first technician came over and was unable to repair it. I called back and they told me another tech will be able to come over a month later. I was upset and I was told to call back Monday 04/19 and they will contact another department and try fit me in. Well, Monday, I called at around 1:15 pm, resentative called Barbara picked up the phone. She proceeded to inform me with no shame that Sears will not waste resources to send a tech out to my area if there is only one service issue. I needed to wait for a month until there are other calls. I asked for her supervisor and a very rude lady called Janice picked up the phone. She spoke like an automated machine and defended Barbara. She told me if i had a problem I can contact their escalation unit. I was transffered to the department but after 30 minutes my break was over. We will move on to Home depot. Clearly Sears does not give a damn. Recorded phone calls are a lie.

Sears is full of bull crap. Bunch of idiots working in customer service scheduling department. I completely agree. I will never ever go back to sears

Sears Automotive in Waldorf, MD began work to replace the alternator on my 2017 Nissan Maxima. They've taken my car apart and are having issues putting it back together. They've had my car for two days and have to find a replacement part for something they were unable to put back on the car. I am very disappointed with the work and service.

This is the first time I've taken my car somewhere besides the dealer, and this will be the last time I trust Sears Auto Center to do anything besides change my tires, or battery. Now I will need to take my car to the dealer to ensure they have put everything back together correctly. Hopefully, there will be no issues in the future from the work Sears has done on my car.

I will never shop at the Sears Oakwood store again, and will encourage my friends, and family not to shop there either. First of all it is about twenty degrees hotter than every other store in the mall. I was sweating, and there were other ladies in the misses section complaining of the heat. Then in that whole big store I could only find one girl to help me, she helped me in women's, and then helped me again, in purses, and then I saw her in men's . The cashier took forever, harassed me at least 3 times about credit cards, and then didn't even thank me for my purchase!
Plus, there is so much merchandise in that store, you can't even get a basket through! It is packed with stuff, and if you touch one thing, the clothes fall off the rack, there are things in every aisle, and you can't get through without bumping into things, it's a mess. I gave up shopping for my dad because I could not even get through the men's dept. Plus, the bathroom was filthy, and hot, and smelly, as well as the dressing room.It reminded me of a junk store. I used to trust Sears, and enjoy shopping there, but it has all changed.
I purchased a dishwasher form Sears 2 years ago(Kenmore) and it has broken twice! The old dishwasher I had was like 22 years old, and had never broke. Forget Sears people, spend your hard earned money someplace else!

Sears repair service technicians are absolutely horrible... They have come to my house sick with a fever, chills, and a bad cough that they later told me during another service call they had the flu... They give you an appointment to sit and wait all day then call you up after you waited all day to say the serviceman is sick and they have to cancel... I ask, why cancel the technician was sick the last time and you sent him? They finally send the same sick". guy a week later and he can't find anything wrong with my washer... He leaves my house and my washer machine is jumping all over the place (by jumping I don't mean off balance) it was literally jumping and leaking water ...I even showed him the drum inside was bouncing which it never did before.. He assured me that was normal. Another call to sears that night for service and I requested they don't send me same jerk who couldn't find anything wrong the fist time.. Next service call, you guessed it service man cancelled after waiting all day he was going home sick.. By the 3rd call they send me the idiot who 5 days earlier couldn't find $1000.00 worth the damage to my washer .. Yes no exaggeration $1000.00! How does a trained technician not find that problem? He then acts like he's doing me a favor by ordering me the parts and tells me I don't have to pay a penny because it's under the warrantee... Hello jerk I paid for the extra service contract because of stupid people like you who couldn't find the problem the first time... The parts (eleven pieces to be exact) would arrive in 1 week so he rescheduled me on the the 24th of april between 1pm-5pm... On the 23rd sears called to see if I received all my parts and I said no ... They asked me to call them on the morning of the 24th to let them if all my parts were delivered... My gut said to let them come and my conscience said to do the right thing so I called and told them at 11am that all my parts weren't delivered so they cancelled my appointment...surprise my parts got delivered right after we hung up so I called right back and explained what happened and they said they were sorry but I couldn't get my appointment back which was not until 1 pm-5pm ... So I make another appointment and on Saturday they cancel because you guessed again the serviceman is sick... After being put on hold waiting for a manager for thirty minutes they did the unthinkable and disconnected me 4 different times... Finally got a manager and new appointment for today between 8am-12pm it's now 4:28pm and 4 phone calls later and the serviceman is on his way I'm the next stop! No.1 why have an appointment, no.2 where is this idiot coming from Japan? And last they offered me a gift card and I told them not to insult me, if you actually think I would use it to give you business you're out of your mind... Then they had the nerve to ask me what would make me happy? What about sending me an intelligent technician on time...ps also send me the gift card so I can give it to the serviceman so he could by himself a new watch because his must be broken ! It's now 4:45 pm I will keep you informed
P Catania

Hey again sears yeah that's right it's me again! It's now 615pm and I finally was told that the serviceman went home for the evening ... But wait good news I got a woman named Denise who actually asked for the whole story and she even gave me a claim number ... Hooray Denise you should be premoted! I'm actually getting reimbursed for the 3 weeks that I went to the laundry mat and I have the first appointment tomorrow morning. Denise I love you but I have to laugh because I 'll believe it when I see it ! So here's to you Mr. Bruce Johnson ( president of sears) your company sucks and the only great thing you have going for your crap company is my new friend Denise because she's the only one with a brain in your company and she deserves not only a raise but she deserves recognition for doing your dirty work ... How I wish your company (if that's what you truly believe you can call that circus your running) could be on the new show undercover boss just so I could see the coward that you really are and you could get rid of these people that do nothing for your company... Go hire the people that need to feed their families and would do a much better job for probably a lot less money and watch how many people would come back to sears ... Those are the passionate people who care. The ones that would be happy even if it was $5.00 an hour! Well I keep you posted again... Let's see if it's another no show from Mr. Bruce Johnsons ### show!
P. Catania

I bought some Kenmore appliances--first mistake. Both appliances, a refrigerator and dishwasher, are poorly manufactured, required frequent repair and perform poorly. My latest experience, however, is with Sears 1-800-4-my-home begin_of_the_skype_highlighting 1-800-4-my-home end_of_the_skype_highlighting. I called to schedule repair service and found, to my surprise, a pretty user friendly electronic service system. Schedule the services but got a really long window, 1pm TO 5 pm. Arranges to be home, took half a day off of work and arranged child care. Guess what? No one showed up and I did not receive a call, even though I was at home, gave them both my home and mobile phone numbers. When I called to ask where the service tech was, I go someone who did not really speak English, and all they could say was sorry, that they did call and asked me to re-schedule. They never called and I will never, ever, ever, and never purchase another Sears appliance nor schedule any of their services. For you sanity, use someone else.

I will not call Sears again to check out anything. I think that they are either running a scam or do not have any service techs that know what they are doing. They wrote a ticket for almost a $700.00 repair charge telling me my tv wasn't worth repairing. I "gave" it to a tv repair place to use for parts when they in turned repaired it for me for about 1/2 the price Sears said it would cost.

Please note Sears took care of my complaint.

I thought Sears had lost their touch. Especially after reading the complaints on this website. However always believing it doesn't hurt to bring one's complaints to "the top" I wrote the CEO of Sears, sending Priority Mail, regarding a faulty vascuum cleaner that oozed soot-like film from its motor. It was disgnosed as carbon and the tech could not guarantee, even w/the disgnosis being replacement of the motor, that it wouldn't happen again! I put the authorization for repair on hold and wrote the CEO. In less than 2 weeks I received a series of calls from representatives w/call back numbers and talked with several to a very happy outcome. They replaced my vacuum cleaner! My input is that people don't go to the proper level w/their complaints and only complain rather than first, give compliments, i.e. you get more with honey that w/vinegar.

I will never purchase another thing from Sears. I bought a refrigerator from Sears and Surprise! 3 days later another charge for almost $200 showed up on my bank statement. I have contacted every # I could find and they have given me the run around. They told me they couldnt help me and hung up. I am out the money for bills this month. This company should be run out of business!

Have been buying Sears appliances for over 40 years. Recently purchased a new washer and dryer and am totally disgusted. Had the washer repaired last month and tried to have the dryer repaired today. Technician came because of a gas smell. Tech arrived told me he did not smell gas and left 3 minutes later. I told him I would wet a couple of towels and we could test dryer. He told me not necessary. He left and rang my bell 10 minutes later and handed me a receipt for labor performed $153.00. Fortunately, the appliances are only 4 months old and I don't have to pay.

LACK OF QUALITY ! - SEARS...

I went to the "Door Buster" sale this morning at 4 AM. I was the second person to be waited on in the appliance section. I wanted to purchase the Kenmore washer/dryer on sale for $589. At 4:05 AM while the one of the two salespersons in that department were still helping their first customers of the day, I was told that model was "SOLD OUT"...really...how could that be since no one else had yet been waited on... Sears Door Busters...spelled SCAM! I'm an attorney and I'm filing a complaint with the AZ Attorney General's consume affairs office on Monday. Anyony want to join in and make it a class action suit vs Super Scam Sears?

My minor child and her friends where in Sears and was stopped by security and accused of stealing the police was called, the girls had not made it out of the store and was called to the back by the security guard. They when to jail I had to pay 100 to get my daughter out retain a lawyer for $500 and they had the nerves to send me a letter stating that if a minor gets into trouble that the parents have to pay $250 for merchandise that was not even taken. And to top it off Sears did not even come to court so the case was SOL. Never will it shop in Sears again and my daughter was advised of the same.

Maybe your daughter shouldn't have been stealing. I'm glad Sears didn't waste shareholder profits on sending a legal professional out to teach your delinquent child in court.

I purchased a pair of prescription glasses on January 13th 2017. it was a special sale Barbara told me. $149.00 was the price They started getting scratches after a few months. I took them into Sears the first of December less then a year after buying them. Barbara said it was my fault, and they wouldn't replace the lenses.

I feel the glasses were not what they were supposed to be and I would like a refund on the lenses or replaced. There was a 1 year warranty on them. I took them to 2 more optical shops and they told me the protective coating had worn off and they should be warranted against that.

We purchased a microwave/oven wall unit from Sears in May 2017. In July, the microwave stopped working. A Sears technician came out to look at it and it happened to be working at that time so nothing was done. In October, the microwave again stopped and a technician came out to look at it ( he arrived at 2:30 pm despite having been told that the time slot was 8 am to 12 pm ). He could not determine what was wrong, so he decided to order some parts and return in 2 weeks. He did come back in 2 weeks with another technician and said that they were unable to take the unit out of the wall because it was installed incorrectly. So we contacted Sears who sent the installer to look at it. My husband took time off from work on this occasion and he watched the guy take it out very easily. So we again called Sears who suggested that my husband should be at home to show the technician how to take out the unit. Huh ? So in the middle of November, a technician comes to the house and is unable to take out the unit(and in fact cuts himself). So I have no working microwave for Thanskgiving because Sears schedules the next appointment for the Friday after Thanksgiving when 2 technicians will be available. Sears calls at 11:30 am to say that the technicians will be at the house a little after 12:00 pm. The next time we hear from Sears is around 4:00 pm when they call to say that they were unable to get a 2nd technician. Really great customer service ! So they reschedule for December 12. The technicians arrive and say that the wrong part has been ordered. So they order another part and schedule an appointment for December 22. Given that this situation has continued for such a long time, I asked for the courtesy of being given the first appointment of the day. It has been very frustrating to take off for a morning from work and end up using the whole day because Sears never shows up in the time period stated. I was assured this would be done only to find out an hour ago that this is not the case and in fact they would most probably be getting here in the afternoon. I have had enough of the incompetence and lack of customer sensitivity. In fact I am inclined to believe that they are purposely dragging this out so that the 12 month period would be reached and there will no longer be a warranty. My advice to people out there - DO NOT BUY FROM SEARS. THEY SELL INFERIOR PRODUCTS AND THEN TRY TO FRUSTRATE YOU BY NOT PROVIDING SERVICE.

Okay I work for a sears store and I will tell you this that most customers come in witha chip on their shoulders anyway... They are nasty they lick their fingers when they count their money. They try to scam us by trying to get a deal by taking buttons off of the products moving signs and the list goes on and on.. They get mad at us because you have to stand in line what store do you go to that you don't have to stand in line.. We work as fast as we can but when you rush us... You make us miss things and then you silly people swipe your cards before we even scan anything how stupid what are you even paying for any way... Oh yeah and the dumb people who don't even read the sales paper it will clearly tell you when you can get the sales how lazy and you wonder why you leave... You need to because you clearly left your brain at home... No matter what store you go to you will be a poor customer who think you can get over where ever you go that time is over.

Huh? Typical ###ed Sears employee. No wonder we have problems with Sears. Look at what they hire.

We purchased a dishwasher from Sears in May 2017, and received a rebate of $65. Instead of the check that we expected, we received a "Sears Shopyourway Citi Debit Mastercard" for the amount. We didn't think anything of it, and since it had an expiration of July 2017, we weren't worried about using it. We finally used it for minor purchases in March for clothing, which was $21.18, leaving a total of $43.82; and for tools on April 2017 for $35.99, and figured that we had $7.83 left on it. Well, today we tried to use it for something small, and we were told by the cashier that she couldn't take it unless we knew the full amount on the card, and it wasn't $7.83. We were puzzled by this, but went home and checked it online, and were stunned to find out that we had only $1.83 on the card. Evidently, they deducted $3 in "maintenance fees" in Jan 2017, and another $3 in Feb 2017. We had no idea that they were going to do anything of the sort! Well, Sears has just lost a customer, possibly a big one as we are planning on replacing several large appliances this year. My husband had specifically asked the salesman when we bought the dishwasher if there were any fees on the card, and he said "no". It's only a small amount of money, but it's the principal of the thing, if we had realized they had a scam like this going we either would have used it up promptly or else taken our business elsewhere. Which is what we are going to do in the future. We have had similar cards from other businesses before, specifically Lowes and Wawa, and we have never seen anything like this before. Sneaky fees like this are a nice little cash cow scam. My husband has bought Craftsman tools for years and was a member of the Craftsman Club, but they have messed up that and now it's not good for anything. We also used to take our Craftsman lawn mower to their repair facility here in MD, well, forget about that, most of the time they don't have the part, they have to send out for them, you'll get it in maybe a week or two, and they don't fix anything on site anymore, they'd rather load everything up in a trailer truck and send it someplace in Pennsylvania, and probably have under-minimum wage people "fixing" this stuff. To top it off, when he got his lawnmower and his chipper-shredder back, neither of them was fixed right. We thought that buying something from Sears was safe, but we have changed out minds and will not be doing so anymore.

My mother made the mistake of purchasing one of their front loading washing machines a few years back...
Which are made buy Frigidaire and several other companies, but have the sears label on them...
But they all have the same identical part in them...

The problem is that although the washer tub and the shaft are made of stainless steel and look impressive to the buyer..
The real fact is that there is a yoke behind the tub onto which it is attached is made of the lowest grade pot metal made you could find..
and it corrodes within 5 to 7 years and the entire tub falls out into their POS plastic container... which usually destroys this and the seal also..

And the final kicker is that you cannot buy the yoke alone, but you have to buy the entire tub assembly, which the last I checked was close to $260.00 + s/h for the part alone and this doesn't even include the wash paddles inside the tub which you have to remove and re-install on the new tub ! And if it did damage the plastic tub, then it is over a $450.00 + s/h part to replace..

I wouldn't be complaining if the yoke assembly was listed as a separate part assembly, but hey, how could they make any money, hell it is probably made in some third world country anyway...
And there is no reason I can see that it has to be sold as an assembly...
any idiot could balance it...

This is totally unacceptable...
What a rip off !

A talk with the Sears compliant department got me no where, but they did say that they would send a repairman out for a charge to fix it...
Which basically means that it would be over $500.00 to fix the POS...

I have been an industrial maintenance tech for over 25 years now and can not see this happening... considering that I told them that on the phone before and they still had the arrogance to tell me this just dumbfounded me !
So now I have a $1000.00 ( what they were when she bought this POS !) piece of junk..

Buyer Beware !
They are all like this manufactured within the past ten years and they still have not fixed the problem as far as I can tell from looking on the web... and have no intention of doing so..

Steer as far away from these as possible...
As for the comment I read before posting this by the Sear's salesman...
You are totally full of it..
We all know that you work on commission, and I am not trying to hurt any of your jobs, we realize that it is not your fault, but don't feel agitated when I walk into your store and tell your potential buyers about the POS products you are selling...

Sincerely,
Steve Walck

Purchased the service contract and Service man showed up and ordered parts and was suppose to come back on a Thursday between 1-5 and at 4:15 pm I received a phone call telling me that he would not be here. So after explaining to the man on the phone that I had wasted a entire day waiting for him and that this is ridicules calling this late in the day he very coldly said Friday 1-5. I took it and called the complaint department and they also blew it off. Sears has gone so far downhill that it is even lower that Kmart’s. I will never purchase any items from them nor will any one in my family.
What happened to the sign hung in each entrance of Sears " 100% Satisfaction Guaranteed" must be gone with the quality service they once had.

Our air conditioner stopped working Mother's Day - May 9, 2017. Called Sears immediately. Got a service repair date of May 15, 2017 (6 days later) between 10:00am and 2:00pm. Saturday, May 15 @ 1:20pm a service repair person called and said he was not coming because of the rain. I do admit to the rain but at that time it was barely a drizzle at my house. He said he doesn't work in the rain for no one; that he had a wife and kids (I don't remember how many) and that they needed him. He cancelled the service. I immediately called Sears Service and was told that the repair person just called and said "I" had cancelled the service! I repeated to the service dept. what the repair man said to me and told him that I DID NOT cancel the service! Got little to no compensation! Sorry about that but since the service repair had been cancelled all that could be done at that point was to reschedule another appointment - Monday, May 24 - another nine days - totalling 15 days just to get someone here to LOOK at the air conditioner. Then, I'm sure, "a part" will probably have to be "ordered" and that will AGAIN add more days without cool air! I live in Houston, TX. Its hot and humid. Can you imagine having to live in those conditions - repeatedly. I pay for a Maintenance Agreement and I foolishly thought I would get better service from Sears. I've been a loyal Sears customer for many, many years and this is the thanks I get. TRULY - if I had not already PAID for the service, I would call someone else to come and fix my air conditioner. THIS IS AWFUL. Is this how you reward loyalty?

A Miserable and Unhappy Sears Customer

These rebate cards given by SEARS are money in their pocket you have to call to get a balance an if there is a small amount left on it most of the time you just toss them .Know looking at the amount of people getting these cards that can add up.Why can't they just give back what we gave them either a check or cash.

cry some more . you want to blame someone, blame obama...

cry some more, try getting better service at home depot or lowes. do some research, damn you people are stupid...

You get commission idiot, work harder, you'll make more. It's another store like wal-mart, They arent going to support families, and dont care. Move on.

Date: [protected]
Time of incident: approx 0905am
Location: Archilbald (n/b) at Edison in the city of Ontario, Ca.

While driving my children to school, I noticed a white colored van (plt #8A18253) with Sears logo stickers alone both sides of the vehicle, traveling at a high rate of speed behind me. This van was approaching an area of road where the #2 lane of travel ends and forces a merger into one lane. The driver of this vehicle entered the breakdown lane to pass my vehicle, causing my to partially enter the on-coming lanes of travel to prevent a traffic collision. The driver could be seen laughing in the side view mirror as he nearly hit the front of my car attempting to merge. Driver is described as: Male white, brown/blonde hair, approx 30 to 40 years of age.

In the current economic times, I would imagine that your company is striving to protect the reputation it has earned. Also, I have a hard time understanding why an employee, during these uncertain times, is risking and driving with this type of disregard for public safety, knowing there are hardly any jobs to replace the current he has(or in my opinion, shouldn't have).

I would hope this issue is addressed appropriately due to the aggresive driving and safety concerns that have been discussed in this letter. As a side note, I am a police officer that was off duty at the time of the incident. Had I been working, the sears company would have one less van on the road delivering products.

Brian

This review is a follow up to numerous phone calls to Sears on 1/26/10 and a letter to the CEO, Bruce Johnson on 1/28/10.

In response to a printed ad for Samsung televisions for the week of January 24 thru January 30, I learned that the advertised TV was not available, none could be located in the entire Sears network, and because this particular TV was a "closeout" nothing could be done. From conversations with local Sears store managers, I don't believe there were any available when the the ad came out, and that this is false and misleading advertising.

The lack of accountability, the barriars to contacting a live human being at the corporate level, the written promise in the ad that "an equal or better item at the advertised price" would be provided if Sears had none in stock--all contributed to a frustrating and unsatisfying experience. This appears to be an example of "bait and switch" and was a lure to get prospective customers into the store.

Tell Sears that if they don't honor the wording of the advertisement, that you will contact your state's attorney general. In Texas we have very strict consumer protection laws, the "bait and switch" fraud being one of them. Hope you saved your ad - you will need it when you file your complaint.

My husband purchased our mattress and the store warranty from Sears in May 09 and to our dismay it started to sag about four months after we bought it. (Even though we routinely turn it each month) So here were are in Feb 2017 and I call the number listed on the back of my Sears warranty. They tell me to call the store I purchased it from so I do. The store tells me I need to fax them some information and I notify them I do not have a fax and direct me to the store where they will fax it for me. No such luck. Am rudely told by the store employee "we don't do that...we have never done that unless this is something new I don't know about. You have to call the number on your warranty. So again I call the number listed on the warranty and finally get some help." Am then transfered to the Delivery Solutions department who take my claim. About 15 min later Sears Exchange Department calls me regarding my claim. The Rep didn't give me his name just old me I could either measure the bed and take pictures myself or have the mattress company come out and do it for me. So I figure I have two small children at home what the hey will have them come do it. Well the rep gave me the wrong number, which I repeated back to him, so I call Sears again. This time am given the right number and am told I can measure the mattress with string to show the sagging. Call Integrated Bedding, who is not Sealy as I thought, and am told it will cost me $45 to have them come out. So again I call Sears and tell them I wasn't told there was a fee, which they so kindly apologized for. Then I ask how to measure the mattress and take the photos and where to send them. Am told to use a broom and ruler to show the sagging. I proceed to take pictures with the broom and string since I am not sure which way to do it and tired of jumping through hoops. I get them done and with the email sent in call Sears back. I am NOW informed that because my mattress does not sag more than an inch and a half I do not qualify for the warranty. So am angry and ask to speak to a manager to whom I explain the entire situation to and let her know it feels as though I am sleeping in a ditch, and her response is I am sorry but you do not qualify because it is not more than an inch and a half and it sounds more like a comfort issue. So I tell her do the pictures show sagging and she says yes they do but not the inch and a half. So I tell her then how is it a comfort issue and not a sagging issue. Her reply it's not an inch and a half try again in a few months. Was told we never tell anyone about the inch and a half as we want you to go through the motions.

How fat are you and your husband? If you're not, then how rough does it get in there?

I have also had problems dealing with Sears and their customer no-service. My complaint was in regards to a rebate that they never paid out to me. I ended up filing a complaint with the Better Business Bureau and that got their attention. My problem was resolved with a couple of days.