Warranty ripoff and lousy customer service

I bought a Stearns and Foster Lois II Firm Queen size box spring and mattress from Sears on May, 2013. Within a couple of months of buying it one side of the mattress began to bulge out, and the top along that same side started to sag. In August I contacted Sears about the issue. It took 2 months for someone to come to my home. The person that came to my home said it was obviously a factory defect, but the decision was not his to make. He told me Sears would contact me within ten days. They did not. I had to contact them. I was told the defect was not bad enough for them to consider exchanging it. I asked to speak with a manager several times, and they refused. I find it hard to believe that someone in management who hasn’t seen the defect can deny the claim when the person that they sent to view the defect told me it was a defective mattress. I have photos that show the damage. The top now sags approximately ¾ of an inch, and at least 2 inches at the edge. The side bulges out between 2 ½ and 3 inches. This is unacceptable to me on a mattress that is now less than six months old. As a side note. When I first contacted Sears it took several calls to finally speak with someone in Sears customer service. Three calls were cut off after 30-40 minute waits. My experience with their customer service is that it is the worst I have ever encountered. Also, why didn’t they contact me with their decision, requiring me to have to call them again. I have also contacted Stearns and Foster. They had me leave a message with a representative. That was 3 days ago. And still no return call. I am no longer a Sears customer, and will never buy a product from Stearns and Foster, or Sealy. (Sealy makes more than one brand of mattress.)

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Cons:
  • Product Quality
  • Overall Value
  • Warranty Claims
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Ratings from this Sleeper

Back Support

User rated this bed:
Good Back Support

Pressure Relief

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Good Pressure Relief

Sleep Quality

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Not Rated

Stays "Cool"

User rated this bed:
Excellent "Coolness"

Value

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Not Rated

Warranty Service

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Not Rated

Softness Level

User rated this bed:
Just right