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2.2
Details
Customer service
Discounts and Special Offers
Diversity of Products or Services
Ease of Use
Exchange, Refund and Cancellation Policy
Layout of Store
Location
Price Affordability
Product or Service Quality
Staff
Value for money
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Ordered a mattress on November 12 with request to deliver to our new home upon moving in December 18th. Then three days before delivery, I was told the delivery wouldn't happen until January 8th -- 7 weeks after ordering and after the holidays when we expected a houseful of guests.

Then the mattress arrived and it is hard as a rock when I ordered a PLUSH. The firm model must be for the morgue because one wouldn't need any comfort then!!! Now I'm told I have to wait 30 days to return the mattress because it needs to be broken in, yet this mattress is for the guest bedroom which isn't going to be used in 30 days. So glad my holiday guests weren't put through the torture, but now I'm being tortured by Sears wanting to keep my $$$$$ for awhile and then charge me a restocking fee because it will then be considered used!

Shameful, horrible customer service. No wonder Sears is going under.

Review about: Mattress.

Reason of review: Return, Exchange or Cancellation Policy.

Monetary Loss: $1000.

Preferred solution: Full refund.

I liked: Pricing and rewards.

I didn't like: Overall experience, Response time.

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