Alexa sent a message to Edward Lampert – Chairman and CEO of Sears Holdings – Email Address that said:
Dear Mr. Lampert,
I have continuously have been working with your customer service in the mattress department for about two months now. I purchased a mattress from Sears last year for about $1100, and in six months time it has worn very quickly. We purchased the warranty that is offered in hopes that if we ever have issues, we can rely on Sears to guide us. We have taken photos of everything and full cooperated with the customer service staff but we keep getting rejection after rejection. Our goal is to get a credit and get a new mattress from Sears but, your customer service has made it clear that it wasn't going to happen, that infuriates me. My husband and I are sleeping on the sofa because we wake up with such back pain. We have been calling at least once a week to check the status to consistently being rushed off of the phone and then sent an email saying we need more, we need more. It has been two months of going back and forth. We spent a lot of money and have been more than patient. Not sleeping is effecting our job performances and health. This cannot continue, especially the disrespectful staff at customer service. We are only asking for something different since we paid for that security to be able to do so. Now I am reading all over the internet that your company is famous for selling the warranty but turning people down when they need to use it. Please email me or call . Thank you.
