On Saturday, Nov. 24th, I ordered a mattress on sears.com during the free boxsprings event.
Mattress arrives, no box springs included. I called Sears customer service and was told that I didn't "order" the free boxsprings. Ummmm, okay, I need to order my free boxsprings now. No, they can't do that now, the sale has passed. I was kind of stunned at that moment and ended the call.
So, I think about it for a few days and email their customer service. It's like their customer service emails are looking for excuses not to fulfill this order. They say I didn't order the box springs. There was no place for me to order the free box springs. I looked! The box springs on the web site were listed at a price and had no indication that they would be included with my purchase.
Then, (and I am not kidding here) they ask that I provide a screen shot showing that there was a free boxsprings sale. Uuhhhhh.... sure. So I provide a screen shot from my history on my computer of the mattress that I ordered AND the find print that excluded a named model, but not the one I ordered. Their response was that my order was not placed during the sales period.
My email order confirmation tells me that my order was placed at 11:21pm. I even sent them a pdf of my email confirmation that shows 11:21pm. Their response..... and I quote --------
------------[Per our records, you order placed on 12/25/2012 at 05:16 AM]--------------
Giggle.......... I know that they must have typed that incorrectly, since that day is still in our future, but really!! I sent you an email confirmation from YOU, SEARS, that says what time I placed the order and you are calling me a liar! I seriously do not appreciate that. Plus, my internet order page on the sears.com web site also confirms the date & time of the order.
I really would like for you to just send me two low profile boxspring foundations like you advertised that should have come with the order in the first place. I do not want to pay for a delivery charge for the free boxspring since they should have been delivered with the mattress and I ordered the mattress when you were free delivery.
Product or Service Mentioned: Sears Delivery Service.