Not resolved

Ordered a new set of mattresses on Labor day with a delivery date of 9-10-16. Received a called on 9-9-16 stating that my delivery time would be the next day between 11:45 and 1:45.

I got up early so I would be ready to receive the delivery. By 4:00 p.m. still no delivery. I called the phone number on the business card that the saleslady gave me in the store.

The woman on the phone barely spoke English and told me the delivery truck was running late today, they should be there by 5:59 p.m. I asked her with a big company like Sears, why wouldn't call me and tell me you're running late. Well needless to say, it is now 10:56 delivery and no now I have to put my old bed back up. I put the mattress in the hallway trying to helpout the delivery.

Tomorrow is Sunday, I will have to go back to that wonderful sales woman in the Sears store and try to get my money back.

What horrible business practices and no customer service whatsoever.

Product or Service Mentioned: Sears Delivery Service.

Reason of review: Problem with delivery.

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I had the same problem, but two days in a row. I canceled the order.

I will never buy another item from Sears. They suck!!!!

We filed a complaint with the BBB and the state.


Still resolution to my original complaint above. 9/11/16 went back to the original store to cancel my order and get a refund.

The "manager" told me that they could't get the refund to go through because the delivery company marked the order as delivered. They told me the delivery company would send me an email that day with the refund information. Never received an email. 9/12/16 I called Sears again, asked for the manager, she's not in.

I was transferred to the manager of the mattress dept. She said she rec'd the paperwork about my refund, she had contacted the delivery company and was waiting for a response. She said the refund would take 7-10 business days. 9/13/16 Called the Sears store again, and was told the mattress manager was with a client.

I left a message for her to call me back that night. She never called but the saleswoman called asking what happened. I waited until the 10th day, still no refund. 9/21/16 my coworker found a Sears Customer Solutions #800-479-6351 option 6.

The woman said that she was going to help me, she had to process 2 separate refunds (Even though it was purchased as a set), she could only put one refund through a day. She said I would see the refund in my account the next day. No refund received. 9/22/16 I called the same #, gave them my case #.

He then told me that the refund would take 3-5 days. I asked him to email a copy of the credit receipt which he did. 9/23/16 Today, I came home and still no refund. I called the same # back and was told that the other credit was posted today and it would take 7-10 days for the refund.

I asked the lady how come I keep getting different answers. 9/23/16 Called back to the store where I purchased the mattress set and got the manager.

She said she would call back, she's not at her desk. Let's see if I get a call back or if the refund appears in my account as promised.