Vicky L Whitener sent a message to Edward Lampert Chairman and CEO of Sears Holdings Email Address that said:
Dear Mr. Lampert:
I have left two phone messages at your Corporate number to file an "Executive Complaint" but have not received a return phone call.I have been dealing with this issue of a faulty mattress that is only 3 months old since Oct. 19th and my claim has been denied. Therefore, I sent the letter below back to the dept. I originally sent the pictures to as I cannot get any one to phone us back or follow through with answering my questions. Hopefully I will receive a phone call from your Executive Customer Service because I cannot get any where with the 1-800-4-my-home line!
I am e-mailing you as I cannot get any phone calls back from either a Supervisor or anyone regarding Case #5300376. In your denial letter you stated Dear Valued Sears Member. I am sorry to say but you do not consider me a valued customer otherwise you would not have denied my claim. It baffles me how you can deny a claim when a customer has only had your Sealy mattress for 3 months and it is sagging. You do not state it was denied because of the faulty mattress BUT because we do not have the required frame. First of all if we were told we had to have had a SPECIFIC FRAME for our mattress do you think we would not have purchased one?? I feel the retailer who sold us the mattress is at fault for not completely providing us with what we needed for our mattress and at that time we purchased TWO of your Queen size mattresses.
Also, we are not asking for our money back but to credit it to our account and upgrade us to the Dolby Queen mattress (which we have one now). Why would you deny our claim when we have been a long time GOOD CUSTOMER with Sears, based on something they were not aware of??
I truly feel by not INFORMING YOUR CUSTOMERS then you have bases for denying ANY and ALL CLAIMS that might come your way. I am not the only customer who seems to be having problems with your Kenney Sealy mattress but I am sure they also have been denied their claim.
Since I cannot write directly the company because I am told you have no mailing address, then you are the only ones I can contact by e-mail.
Again, I am asking that you reconsider your decision so we can move forward with replacing the faulty Sealy mattress (and we will definitely purchase your required frame)
Sincerely,
Vicky Whitener (Very unsatisfied customer)
