Comfort & Support Every Night
So far so good. Just got the bed delivered and have had one night sleep with no complaints
Received damaged box spring. Called requesting a return and exchange (wanted lower profile) within 72 hours. Was given false information by the first employee (about time frame to report damage-- was told I needed to wait 30 days, which I saw to be false on website), and damage was never reported by second representativeI talked to (even though I was told it was). I was notified 1 week later that boxspring was not subject for return/exchange since damage was not reported-- was redirected to another department which had me file a warranty claim-- damage was not covered under warranty (since it was a tear on outside of frame) and I was redirected to another department. After speaking to 2 different associates, I was told that while my damage had not previously been reported, I could exchange the boxspring under the 'comfort guaranty' and the restocking/pickup fee would be waived due to the damage. Called after 30 days, spoke to a representative and the supervisor and was told that damage was never reported and so fees would still apply for return or exchange-- totaling $90.24 in additional fees for returning a damaged item after spending almost $1000 with sears. I am dismayed at the lack of honesty and responsibility Sears has showed in handling this manner. I will not be doing any further business here in the future, and feel it is important potential future customers know what they may be getting in to when making larger purchases with Sears. I am considering returning my mattress in addition to my boxspring since I don't want to support a company that treats it's customers so unfairly.
When I received this box spring, I noticed that it was too high on the bed. I tried to exchange it right away but Sears told me to wait 30 days to exchange it. Now, 30 days later, they told me that in order to exchange it I have to pay 15% re-stocking fee and delivery for an amount of almost $130. Make sure you ask about the height of the 2 pieces together because if you order them, you are stuck with a mattress set that is not what you wanted.
One of the wood beams broke in half on us. We've had the box spring about 4 years. To make matters worse, although our warranty claim was approved Sears makes you pay shipping (mandatory for the claim) and any price difference (even for the same product). So, to get a replacement for our defective box spring, we were asked to pay what comes to 60% for the replacement. Worst customer service I've ever had. Will never buy from Sears again, and neither should you.
Sears lost my order but they didn't forget to charge my card I still working on this problem they can charge it but they can't refund it. Would you believed it.No wonder people don't trust this company.