I purchased a mattress from Sears. One of the reasons I decided to go with a Sears mattress is because they offer a comfort and quality warranty. You never really know how you're going to feel about a mattress until you take it home, unwrap it, and actually try to sleep in it. There aren't too many places where you can return a mattress, so I liked the idea of going with a company that would allow me to do that. I'm a very tough sleeper and I needed that reassurance to feel better about the investment.
Unfortunately, I wasn't feeling the comfort when it came to the mattress that I bought. I do think it's good quality, but my back doesn't feel any better and I think that maybe I need to invest in a higher grade mattress. This means I have to call Sears to find out how to go about using the comfort exchange period. That didn't turn out to be easy at all. In fact, at times it it felt like Sears went out of their way to make the process tough so I couldn't easily take advantage of the program.
Before I called, I was worried I'd end up on hold for a while. After all, Sears is a huge company and they sell so many different products. I thought service might not be prompt, but I didn't think that I wouldn't get any help. It turned out that the only way to exchange a mattress was by going online to fill out a form, and I am not a big fan of that. I wanted to talk to someone about my options, but Sears didn't want to talk to me.
When I first called a voice assistant said, "Thank you for calling Sears." Then there was a Spanish message and I was given two options that seemed promising. The menu was, "If this call is regarding the comfortability of your mattress during the comfort exchange period, press 1. If this call is regarding the quality of your mattress during the mattress warranty period, press 2."
I chose the first option because that was what I needed, but it told me to go online and fill out a form there. I didn't catch the link because it was extremely long and contained a lot of dashes. I wasn't sure what to do about that, so I tried to go back and press the second option. I thought if I got someone there then I would ask about it, but I didn't have any luck. Instead, they offered to send me a text message with a link to file a claim or once again said I could go online to file a claim. Once again, the address was ridiculously long. Finally, it rudely said, "Thank you. Goodbye." I'm disappointed by this service.