Covered by a 10-year limited warranty
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.