Sears Support Ticket

No response after multiple attempts with Customer Service/ Mattress & Box Spring Woes

Created By: schuhzoo's Picture schuhzoo Last Reply: schuhzoo's Picture schuhzoo
Priority Level: [Low] Status: [Open]
Created: 4 years ago Last Updated: 4 years ago
Department: Home Services Support Replies: 0

After much research about mattresses, I followed consumer reports suggestion to purchase a mattress set at Sears . My husband warned me against it.

The salesperson was honest with me. He said he only works on Sunday and knows nothing about mattresses. He offered me to use his iPad to do my own research. He did call the alderwood store and allowed me to speak to the mattress representative. The alderwood representative told me that the top rated mattress set was no longer offered, but was retooled in the beauty rest recharge.

I spent the next hour trying out beds and making a decision. When it was time to make a decision, another sales rep was called in to ring me up. Not sure why?

The salesperson rang me up. The price was less than I expected. I went back to the bed and brought the sales promotion information to the rep. He assured me that I was just lucky and that the purchase was for the box spring and mattress set.

I specifically asked him about the mattress return policies. The Representative assured me that there would be no problem. I asked about restocking fees. I was assured there were none. No problem.

I am a good consumer. I try to be well versed in my purchases. I feel that sears has duped me. I am incredibly disappointed.

Fast forward 9 days to delivery day. Our delivery window was from 3-5 pm. At 10:30 I received a call saying that the driver was coming early. I called my husband off the job. He waited for two hours and the driver never arrived. I have those text messages on my phone still.

I called sears. They couldn't get ahold of the driver either. I left numerous voicemail messages and text messages for the driver. His voicemail was in Spanish and must have been his personal phone because it did not mention sears at all. My husband went back to work. After several calls to sears I was promised a 50 gift certificate. The Certificate never materialized.

The bed finally arrived. Major problem. There was only a mattress. No box spring. Despite my numerous attempts to confirm the order was correct and asking a lot of questions.

A week later our box spring arrived. We were excited to finally sleep on the new mattress.

The excitement was short lived. The bed was nothing like the bed I had tested on the store. It was like sleeping on a hard wood floor. So bad that we took turns sleeping on the couch.

The next day I called sears. They told me that I couldn't exchange the mattress and box spring for 21 days and that there would be a restocking fee. Important details the salesperson likely knew but didn't answer honestly.

A week later and the mattress still is terrible. Please come take it away! You should also honor the lies your salesperson sold me- no restocking fee and no problem returns.

I tried to shop locally. I'm asking for your assistance. Please help.


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