Complaint Review: Sears Canada and Guardsman Service Center - Grand Rapids Michigan

I purchased a mattress from Sears with and purchased the additional protection from Guardsman Service Center.  The mattress was on sale and was over $4000 reg price.  I purchased the additional warranty that offers extra protection in case your mattress gets damaged from liquid of any type.  In April 2016 I called Guardsman because I had a stain that I needed removed, I called them within a few days of the stain happening and they told me that I would have a person to my home within the week to clean the stain.  After a week of waiting for a call from their service center, I called them to see what was going on.  I was told someone would call me after being escellated to someone that books the service people.  This person said that I would get a call within 48 hours and I think a week later I got a call from someone that was coming to my home to remove the stain.  Mid April a stain cleaner hired by Guardsman came to my home and cleaned the stain with Vinager and Hot Water.  He said that it may not get the entire stain out but that he would take pictures and send them to Guardsman when he was done and that Guardsman would be in touch.  Now, during this process I had sent my warranty service form to Guardsman via overnight courrier $26.00 so that they would get it.  So, they didn't get the stain out of my mattress and I waited another few weeks for them to process and contact me about next steps and after about two weeks I called them back to ask if someone was going to contact me.  Shocked, I learned that I was supposed to contact them back.  They said they couldn't help me and that I needed to start a new claim to get any help from them.  So I did, I sent in another claim so I could speak with someone about the stain that they hadn't taken out of my mattress.  I sent in the information again, waited a few weeks and got a reply back that I didn't report the stain within the proper amount of time.  I guess, if they don't get the stain out of my mattress they would replace it?  I am guessing that they don't replace anyone's mattress.  I called and they passed me through to Angie in resolutions.  I told Angie, everything above and she told me like a robot, over and over, there is nothing I can do.  You didn't report your stain within 30 days.  You didn't report your stain within 30 days.  I am not sure what plannet they are on, but I reported it within 3-5 days of it origionally happening.  I asked them to send me the pictures of my mattress and Angie told me that she couldn't do that as they are property of Guardsman and I need a court ordered supina to get them.  Anyways, the worst part of this all is that the mattress that I have I believe to be defective.  It's slumped in the middle and it's hurting my back.  I had actually called Sears to see about getting the mattress in on a defect and the same night my dog had peed on the bed.  Now, Sears won't take my mattress with the remnants of a stain that took Guardsman over 2 weeks to clean and Guardsman won't warranty the mattress because they say I never reported the stain to them.  In my opinion, do not buy mattresses from Sears, they don't care about the customer, you are simply a number to them in my opinion.  I asked to speak with the CEO or President as I'm sure they would like to know how their 'partners' are servicing their clients.  I have never been so frustrated dealing with a company trying to get a simple issue fixed.  I will not reccomend this company - ever, and I'm done shopping at Sears until they change their customer service and start caring about their customers.