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Sears Support Ticket - all - I want my mattress!!

Sears Support Ticket - all

I want my mattress!! - Sealy Mattress

Created By: Cmjcollison's Picture Cmjcollison Last Reply: SearsCares's Picture SearsCares
Priority Level: [High] Status: [Open]
Created: 6 years ago Last Updated: 6 years ago
Department: Home Services Support Replies: 1
Product: Sealy Mattress

I ordered and paid for a new sealy mattress set last week... I paid extra for Saturday delivery and was scheduled for delivery Sat the 13th. I received an email and call on the 12th letting me know they were on schedule and would be delivered between 1:30 and 3:30 pm on the 13th.

I received a text message at 9 am on the 13th saying the mattress was on schedule to be delivered that afternoon..

I spent the morning prepping the house for the delivery, and waited all afternoon for the delivery... Nothing..

I called about 5:00 pm and was told there was a problem with the order ( they did not know what it was) and that I would here from a supervisor within 24 hours...

24 hours later no call... I called again, and again they just said there appears to be an issue and would need to email their supervisor and would get me a call back within a couple hours or morning.....

Still no call today... Called another number today and they checked the order and said it looks like it is scheduled for delivery on the 17th, but knew nothing more and suggested i call the delivery number.... Again....

I called this number and again confusion, mumbled something about needing to order another mattress and thought I have rejected the order on arrival... Explained again that i rejected nothing that it just never arrived... was told i would need to speak with order team and would transfer me for help with the order...

Was then transferred to someone asking me how they can help me place an order.... Really!!!

I just want my mattress delivered that i paid extra fro weekend delivery and have now wasted an entire day waiting for as well as hours on the phone trying to get something to help me....

Order was for:
Sealy plush euro Cal King mattress and foundation


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SearsCares says: (6 years ago)
Dear Cmjcollison,

My name is Brian and I am part of the Sears Social Media Escalations team. We would like to apologize for the manner in which your mattress delivery has been handled thus far. We can understand the concerns you have with paying for an item, and not be able to get any type of solid update on when you should expect your purchase. We’d like the chance to look into this matter for you, and ensure that a satisfactory resolution is quickly found. Please send the following information – contact #, screen name (Cmjcollison), phone # used at time of purchase to smadvisor@searshc.com. We do look forward to speaking with you soon!

Thank you,
Brian S.
Social Media Moderator
Sears Social Media Support

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