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Sears Home Service Complaint - Sears Serta "Firm" Mattress - Serta Ashley Firm Mattress
Sears Home Service Complaint

Sears Home Service Complaint

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Sears Serta "Firm" Mattress - Serta Ashley Firm Mattress


This review has been resolved or replied to by this company.
I ordered a Serta mattress from Sears in October 2012. My husband has a really bad back and can only sleep on a firm mattress. Immediately after we got this mattress we realized it wasn't a firm mattress at all. My husbands back problems were getting worse and anytime I l moved on the mattress his back would hurt as it had a wave effect to his side of the mattress, clearly not a firm mattress. We kept it in the plastic wrapping and contacted Sears for a return. I contacted Sears and they told me I could return it and to wait for an email confirming a pick up date for the mattress. I waited and waited. I called back and they told me to wait more. I called back many times and got so many different answers and was transferred so many times, one day I got transferred 4 different times. I wrote emails and kept calling. Today I called and spoke to someone who said it is past the 30 days to return the mattress. I explained the situation. They claim they have no record of me ever calling. I spoke to a manager who kept reiterating the return policy, without any regard to me explaining I have been calling for a long time and that it should not be my problem that Sears is incompetent. Sears is fraudulent aside from incompetent. The mattress is false advertisement. Now I am stuck paying for a mattress we don't even use.


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Comments


SearsCares says: (5 years ago)
 0
Dear mandme,

My name is Edwin and I work with the Sears Social Media Escalations team. We apologize for the level of customer service rendered to you and how it was handled. We’d like to help. Please send the following information – contact #, screen name (mandme), phone # used at time of purchase to SMAdvisor@searshc.com.

Thank you,
Edwin C.
Social Media Moderator
Sears Social Media Support






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