Update by user Jul 15, 2013
First, the date of purchase was wrong on my original post. I actually paid for the mattress on July 6.
And the saga went on. After posting this, I continued to call the Sears Delivery line (hours...hung up on, etc.) until they finally called and insisted that I be home by 4 pm to take delivery. This meant taking time off of work, but I agreed. They were very insistent that they would only send the truck out if I was home at 4.
I was home at 4...they didn't show up until 4:40. I was pretty ragey at that point. I took delivery and requested that the delivery fee that I paid for a Saturday delivery be refunded. They refused.
I called several different department and NO ONE could help. They kept pushing the responsibility off onto other departments and then disconnecting me upon transfer. I got so angry that I drove to the Sears (45 minutes away) where I purchased the mattress. Upon arrival, I demanded to speak with a manager and was kind of obnoxious while waiting.
TO THEIR CREDIT: When I did finally speak with the manager, he was great to deal with. He was understanding and we were able to come to a mutually agreeable arrangement regarding the refund of the delivery fee and compensation for my time and irritation. Due to his cool-headed and very reasonable response, I'm giving Sears a pass on this one.
Never underestimate what can be accomplished by meeting with a manager face-to-face. I won't waste my time on the phone in the future.
Original review posted by user Jul 15, 2013
I purchased a king size mattress and box spring from Sears in the Montgomeryville Mall on 7/13/2013 and scheduled delivery at the time of purchase for Saturday, July 13th. We even paid the $10 delivery up-charge for the weekend delivery.
Sears called on Friday to advise me that their "mattress truck was in an accident"...probably not true, but I allowed them to re-schedule the delivery for BEFORE 8am on Monday morning (I didn't even ask them to refund my weekend delvery fee). Well, by 8:30 on Monday, the delivery creew had still not appeared. After being hung up on SEVERAL TIMES by the delivery line, I was finally advised that they were running late. I had to leave for work.
I've since called the delivery line at least 5 times. Every time I ask to speak to a supervisor, I'm put on hold for 15 minutes and then disconnected. Someone finally called me back and promised that they would re-schedule the delivery within two hours and it's been more than two hours without a peep. I've spent hours and hours on hold and been hung up on several times....this is the WORST customer service that I have EVER encountered.
Since I can't get through to anyone on the phone, I have no choice but to waste MORE of my time by going to the nearest brick and mortar store to try and have this resolved. I will never shop here again.
Product or Service Mentioned: Sears Delivery Service.
Monetary Loss: $1200.