I called about 2 weeks ago and spoke to someone in Sears customer service describing how our mattress which is 2 years old is sagging in places and has lumps in the outer cover and is suddenly soft - it was a firm mattress. I was assured it would be replaced, no problem. I was contacted by the mattress warranty replacement people to whom I spoke yesterday (I had to call them back and was on hold for 25 minutes). They said that it might or might not be replaced, and sent a very detailed form to follow with instructions on taking pictures with... read full review »