Question

We purchased a Sealy Posturepedic Franchesca queen mattress set in January, 2013. The mattress is not satisfactory as there is inadequate support on both sides and you feel like you’re going to roll off. We contacted the warranty department at Sears and they sent out an inspector. He would not lie on the mattress but did take measurements and pressed with his hands on the sides. We could plainly see that the sides sank in under his pressure a lot more than the middle. The warranty department declined to replace the mattress because the mattress sagged only one inch at the sides, and they require at least 1.5 inches of sag. They would not take into account his pressure test. The problem is the lack of support when you lie on it, not the sag when there’s no one on it. To our complaint that the mattress with this problem is not comfortable, their response is that “comfort is not covered by the warranty.”

Answers

2 answers

  1. Dear 123George, we apologize for what you are experiencing with your Sealy mattress. I can understand how frustrating it is when something you purchased does not perform as expected. We‘d be more than happy to speak with you to see in what way we can help. Please send the following information – contact #, screen name (123George), phone # used at time of purchase to smadvisor@searshc.com.
    Thank you,
    Dianne D.
    Social Media Moderator
    Social Media Support Team

  2. Welcome, 123George! Glad you visited MySears today with your question. I am sorry to hear you are not satisfied with your Sealy mattress. I can get you in touch with SearsCares, the customer service escalation team, if you would like. They will be happy to discuss your options with you.

    Check back right here in a bit for a reply from a team member in a bit.

    Thanks!!