The beds great. Although I wishyou would have sent out the first one without the dirt on the end of the mattress. The guys delivering it couldn't get out fast enough. I'm glad I saw the problem before they left. Your customer care that day sucked. 5 people bouncing me around for over an hour before I gave up. I got ZERO SATISFACTION from them. I've bought my beds from Sears in the past but I'll think long and hard before I do it again.
When I first ordered this mattress my biggest concern was, how would I know the firmness of mattress without having physically felt it. The response that I got from the online order taker was "Sir, if you don't like it please call us and we will replace it for you". I asked if they will charge me any Fees and the answer was, "No Sir. The only charges you will pay is the price difference for the new mattress that you order, if it is more expensive." My Mattress was delivered on Jan 12th. 3 days after I ordered the mattress it would sink in at the hip area after I slept in the same position for a couple of hours. I called customer service on the 4th day and my worst nightmare began. I was told to call back on Feb 12th and that I will be charged a 15% restocking fee and $69 pickup fee. I tried explaining how I was given incorrect information when I first ordered the mattress. Since they say call calls are recorded for quality purposes I requested that management hear the call I first made when placing the order. I was told my case has been escalated and I will get a call back in 48 hours. Never got a call back. From there on everytime I called I was transferred between 3 different departments for total call times adding up to 40 minutes. Customer reps would hang up on me. Today on feb 15th I am returning this mattress loosing $151 in restocking and pick fees after loosing almost 6 hours in calling Sears Online Customer Support. WORST NIGHTMARE. NEVER EVER ORDER ANYTHING FROM SEARS.
Got this matress 2 weeks ago as my store is going out of biz. I saved 938 bucks and I'm in heaven with this bed! Felt just like it did on floor, I ordered online which saved me a additional $35 bucks. I sleep like a King on my Queen mattress from Serta!