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Bought a mattress + foundation on Sears.com. Only mattress was delivered.

Contacted Sears customer service multiple times who claimed the purchase was for the mattress only even though the item description clearly stipulated foundation was included. They acknowledged a mistake on their web site where it shouldn't have said that but would not honor it :/. Only offered for us to purchase the missing foundation for an additional cost at a meager 10% discount which we obviously didn't accept. Unfortunately, mattress could not be returned for a refund.

Note that it took them more than 2 months to fix the item description on their web site for this particular item but other mattress brands/sizes still had the same "glitch" so I'm sure a lot of customers got in on the "bait and switch" tactic here :/! Tried every avenue to get them to honor their offer to no avail.

before giving up.

Next item on our shopping list was a new $3K fridge, needless to say we went to a different vendor.

Will never buy anything from Sears again... They lost one customer for life for a $100 mattress foundation.

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Sears Response

Dear Hlabbe:

We are truly sorry about the confusion on our website regarding what was included in the mattress order you placed. In most cases, we sell our mattresses and foundations separately. I certainly understand your frustration with placing your order and expecting both a mattress and foundation based on the description for this item online. My name is Susan with Sears Social Media Support Escalations team and we would like to look into this issue further for you and offer our assistance to help resolve it.

At your convenience please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the mattress was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Hlabbe) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support

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