Sears Home Service
Mattress Not Firm, Return Refused After 30-Day Window

I ordered a Serta mattress from Sears in October. My husband has a really bad back and can only sleep on a firm mattress. Immediately after we got this mattress we realized it wasn't a firm mattress at all. My husbands back problems were getting worse and anytime I l moved on the mattress his back would hurt as it had a wave effect to his side of the mattress, clearly not a firm mattress. We kept it in the plastic wrapping and contacted Sears for a return. I contacted Sears and they told me I could return it and to wait for an email confirming a pick up date for the mattress.

I waited and waited. I called back and they told me to wait more. I called back many times and got so many different answers and was transferred so many times, one day I got transferred 4 different times. I wrote emails and kept calling. Today I called and spoke to someone who said it is past the 30 days to return the mattress. I explained the situation. They claim they have no record of me ever calling. I spoke to a manager who kept reiterating the return policy, without any regard to me explaining I have been calling for a long time and that it should not be my problem that Sears is incompetent. Sears is fraudulent aside from incompetent. The mattress is false advertisement. Now I am stuck paying for a mattress we don't even use.

Company: Sears Home Service
Country: USA

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