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.
This mattress and box spring are NOT firm. They are falling apart. Is there anything I can do to replace them? I am a 100% Disabled Vietnam Vet. I spent 5 months pay and I can't afford to replace them myself.
We had no adjustment period with this mattress: our first night was great.
Well, this is more about the fact that I have to wait 30 days to try this mattress. The mattress and the box spring make the bed too high. You almost need a stepper in order to get on top of the bed. We tried to exchange the standard box spring for a low profile one and they told us we have to wait for 30 days to make the exchange. We know we do not like it that high, why can't we just make the exchange at our request. They told me it was "procedures"
I bought this mattress online based on the reviews. I also bought an adjustable base (head and foot adjudtable). What an amazing combo. I wanted firm. This is firm and supportive but still very comfortable. Best of both worlds. I would recommend this mattress. Not sure I recommend Sears customer service or the fact they use 3rd party delivery. Delivery went well this time though in fairness.