Browsing the sears.com website for a king mattress set for under $1000.00. I noticed that they had some mattresses listed as "Mattress Only" and all others listed as just "Mattress" I chose the Simmons Beautyrest Matira Plush Pillow top King Mattress because it was on sale. Reg Price: $1879.99 on sale for $764.99. The picture displayed on the site shows a mattress and a box spring and NO where on the product web page does it say "box spring not included" I purchased the mattress and setup delivery. A couple hours later I went back to the website to look at the order again and I clicked on the live chat because I want to make sure that I was getting what I was expecting. I spoke with a person via chat on the sears site and this is the conversation:
Please wait for a Sears Customer Service Representative to respond. This chat may be monitored or recorded for quality assurance purposes. Your average wait is 2 seconds. Thank you for holding.
You are now chatting with Ysela B. How may I help you?
You: I just ordered a mattress, Sears Item# 08260871000 Model# M45381.60.7802 and I need to know if it comes with the foundation/box spring?
You: order confirmation number 232007092
Ysela B: Thank you for contacting me for assistance today! I will be glad to assist you with your inquiry. Mattresses and box springs are sold separately. When viewing the mattress on our website, the product description states: "You must purchase 2 coordinating King size foundations when purchasing a King size mattress". Here is the link.
Ysela B: Click here
You: I don't see that, all I see is that there is free delivery for the mattress and the foundations
Ysela B: I apologize for the incorrect explanation. For this mattress, it is not stated in the product description; however, when you first click on the mattress, a pop up box on the website displays with the statement regarding the foundations. Here is a link to the Simmons Beautyrest foundations that we offer.
Ysela B: Click here
You: I will have a look at this, but what phone number can I call at Sears to address this
Ysela B: If you would prefer to speak with us by telephone, you may contact us at 1-800-349-4358.
You: Thank you, I am calling now.
Ysela B: You are very welcome. Thank you for choosing Sears. You are a valued customer and we do appreciate your business. Hope you enjoy the rest of your day.
Ysela B: Thanks for chatting with me regarding your mattress inquiry! Please take a moment and click here to complete our Exit Survey. We greatly value your feedback! Thank you for choosing Sears.com today; we appreciate your business. Good bye and have a great day! Thank you for chatting with us. Please click the "Close" button on the top right of the chat window to tell us how we did today.
I called the number and spoke with a service representative that told me that there is a pop up window that indicates that a box spring is necessary. I told him that is deceptive because most people block pop up and now you are expecting me to pay an additional $500+ dollars for the box spring.
I asked to speak to an supervisor.
I expressed to the supervisor how upsetting it was that it does NOT clearly display "box spring sold separately" anywhere on the products page and now I am being asked to spend another $500+ to get a complete set.
She says there is nothing she can do and I could cancel my order.
She told me it would take 3-5 business days for the money to return to my account and I told her that was unacceptable because they instantly took it from my account and now I have to wait for it to be returned. I have to go out and buy another mattress somewhere and they are holding my money.
She says there is nothing she can do. I canceled my order anyway and told them I would never buy from sears again.
All this and to find out three days later that my order had not been canceled. So I had to go through the frustrations again to get the order canceled.
Complaint made to Better Business Bureau (5/9/11) Ref# 94349081
Complaint made to Federal Trade Commission (5/9/11) Ref# 30380629
Complaint made to Consumer Affairs (5/9/11)
Complaint made to CNN (5/9/11)
Complaint made to ABC News "7 on your side" (5/9/11)
Complaint made to CBS News "Consumer Watch" (5/9/11)
Complaint made to 60 Minutes (5/9/11)
Complaint made to KTVU Channel 2 News "iReports" (5/9/11)
Complaint made to KRON 4 News "iReports" (5/9/11)
Monetary Loss: $748.