During the Boxing Weekend, my husband and I went into the Sears Home Store in Newmarket, ON. We had originally gone in to look at dining tables, and mattresses. We did not find any dining tables of interest, so we walked over to the mattresses. A sales rep began talking with us, and had my husband and I lay down on a couple of mattresses and asked us how they felt. With laying down on a few mattresses for a couple of minutes each was not going to tell me how comfortable a sleep I would have with a purchased mattresses, I was, therefore, not interested in purchasing at that time. The sales rep than began to reform us that Sears had a "60 Day Sleep Comfort Guarantee" on mattresses. I than asked the rep to clarify the meaning of that, and he stated that my husband and I could sleep on the mattress for up to 60 days, and if we were not happy that we could return the mattress back". I than stated to him "We could bring the mattress back if we are not happy with it", and he said "Yes!". With the reassurance of his words, my husband and I purchased the mattress as well as apply for a Sears Credit Card.
At no point during his sales pitch, nor during the time that I had asked for clarification to the so called "guaranteed return policy", did the sales rep inform of any stipulations to that "guarantee", which I had found out later to be one, a delivery pick up fee, and a "20% restocking fee".
After one week, I was not happy with the mattress as it had given me both back and neck pain. When I called Sears Home back to inform them of this and that I would like to return the mattress, that is when I had found out about the "stipulations". Ironically, the sales rep that assisted us during the boxing week was no longer at that store. Today, January 28th, my husband and I, went into the store to discuss the matter with the store manager. To add, I had spoken with one of the store manager over the phone prior to going to the store, and she was very understanding of the situation that I was placed in.
At the store, I did ask for my full refund, and I was okay with the delivery pick up fee, but I was not going to pay for the restocking fee. At this point, another manager came into the conversation, and began arguing with us about us having signed a contract with Sears Home, and that the return policy was all over the store for their customers to see. I was trying to tell the "rude" manager that when I did ask the sales rep to clarify the store's "guarantee" return policy, he failed to do so, and in fact, reassured us that we could return the item with no problem. When a customer asks a sales rep to inform them what a store's "guarantee return policy" than it is their duty to do so. Either you tell the customer, or you direct the customer to the signs that "supposedly" are all over the store. Secondly, the so-called contract that the store manager indicated that I or my husband signed with Sears Home to purchase the mattress... This blue sheet that was attached to the receipt.in order to have a contract, you have to have a signature. There was no signature, I nor my husband had no signature on this "contract". There is even a box indicating "accept" or "decline" on this blue sheet. There is no checkmark, no initials, no signature, no nothing on this "contract"... Only a copy of the receipt... So what is this manager talking about. To say that I am unhappy, and upset is an understatement: (
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