Huntington, Texas
1 comment
100% full Not resolved

I'm afraid Lufkin Sears is about to do us wrong.We were one of the first customers to buy a mattress in their new department.

We made several visits, explained our particular need, and asked specific questions about returns and exchanges. The Serta Iseries formed two dips, one on each side, within one week, and the mattress is way too soft. We are having to continually rotating it. Sears associates assured us it was a simple return/exchange at no cost several times, failed to give us the proper paperwork, and now they won't talk to us at all, but refer us to the mattress line, which says there is no way around the fees.

Lufkin Sears admitted during each call that their department was new and they "didn't know." We always trusted Sears for every big purchase. I'm hoping Lufkin Sears, and specifically Mr. Purvis, the manager we talked to and admitted he didn't know the mattress policies either, will make this right. At this point, the fees are around $350, whether we make a return or exchange.

The Sears website clearly states Serta has a no restocking fee for Serta ISeries mattress returns or exchanges via Sears. What is going on in this store? Will somebody help us? Why is it the store will apologize over and over for "not knowing" their mattress return/exchange policy (even though they made one up for us on the sales floor), but are unwilling to make it right and waive the fees, at least the restocking fees?

If you can't trust Sears anymore, who can you trust? Update: Regarding our mattress purchase from Sears where Mike and I carefully asked and were told we could make a no fee return or exchange on our new hybrid mattress if necessary, I found where the Sears MyExpert on their website explained their return/exchange policy online in January. Yesterday, the Sears mattress return line associate said the policy changed two months before we bought ours, but could not show me where this change was indicated on the website, just that the policy listed is now different. We were quoted the old policy from four months ago by all sales associates on the floor.

We need to exchange for a firmer mattress. Sears admits it made a the mistake, won't waive the fees of nearly $350, and as I was pointing out that the policy we were quoted was on the Sears website, it suspiciously disappeared from the site, but I took a screenshot of it.

It's the same policy we were quoted on the sale floor.Sears is in the wrong, the fees are excessive, and I'm not sure what to do.

Review about: Serta Iseries Vantage Plush Mattress.

I liked: We are terribly distresses by our first new mattress purchase, We are distressed and upset by deceitful, At sears cares anymore.

I didn't like: Customer service representative, Poor service poor product, Sales people.

Review #722714 is a subjective opinion of a user.

3.3
Product or Service Quality
Website
Diversity of Products or Services
PRODUCT OR SERVICE Not specified
Reason of Review / Monetary Loss Sales associates misled us when we asked about fees for return or exchange of ISERIES mattress, then apologized, admitted fault, but want about $350 to "fix" issue / $350
Preferred solution We just need to exchange this mattress for firm innerspring mattress of equal or greater value, no restocking fees.

Had an Experience with Sears?

Write a review

Comments

Comment as anonymous or
Terms of Service
Post Comment
Cancel
Anonymous
#1055961

I worked for this company and sold mattresses for them.I can tell you that everything this company does is completely dishonest from the top down.

I hate to say this, but I don't think this will be made right unless you sue them.This company has no morals.

You May Also Like

Sears Delivery Service Review Sears "I purchased a washer and dryer from Sears.  I had to wait three weeks before delivery.  On the date of delivery I was the first customer.  The delivery team was..." Read more Sears - Bad quality Kenmore Regrigerator Sears "FACTS: WE OWN A 79579757900 KENMORE REFRIGERATOR MODEL (NOT YET EIGHT YEARS (OLD) THAT WAS BOUGHT AFTER THE PREVIOUS TWO BRAND NEW REFRIGERATORS WERE DEEMED UNUSABLE BY SEARS. SINCE THE..." Read more Sears Delivery Service Review Sears "I have yet to encounter a worse customer service experience than Sears Delivery. I ordered a washer/dryer and scheduled delivery for Sat. 11/12/16, guaranteed between 2-4pm. On the date..." Read more Sears Usps Shipping Service Review from North Las Vegas, Nevada Sears "The worst online ordering experience of my life. See my posted pictures. My order I placed through Sears.com. The package came in damaged due to improper packing inside the box...." Read more Harley Davidson - 2004 SOFTAIL Harley Davidson "I inherited my dads 04 softail standard after he passed this last Oct 28th. My dad had a few Harleys in his life and yeah he put a lot of..." Read more Rv One Superstores Winter Park - Rocky to Smooth In Winter Park Rv One Superstores Winter Park "I purchased an Airstream from RV One in Winter Park FL just a few days ago and after a rocky start, I spoke to the onsite manager and she smoothed..." Read more Color By Pascale - No DELIVERY OF PRODUCT Color By Pascale "Ordered from them on 5/31/17 never received my product received order confirmation and delivery tracking information on 6/7/17. But have never received product and tracking information went to track nothing..." Read more Sears Credit Card - Cheap Plastic Dryer Door Handle Broke after only 13 Months Sears Credit Card "I purchased a Sears Kenmore Gas Dryer in April of 2016. The plastic handle on the dryer door, which is only held on by a few small tabs, broke after..." Read more