Mattress became defective. I filed a claim, after having to remove all the bedding and skirt, move a king mattress off the bed, remove the box springs off the foundation, then take pictures of the foundation, box springs and several pics of the mattress, including while using a string and ruler. I've done half their job already. Not my fault they closed up in Georgia. They should have contracted agents or companies that do this. Anyway....then I received the approval for my claim and amount, but I'd have to select online because there's no stores in GA, except a few Homestores that don't carry mattresses so I can try them out. Al mattresses sleep differently than what we originally select therefore requiring a trial period. So, since Sears online offers a 180 day trial period, I asked if I select online would they confirm the trial period. They told me that THEY WOULD NOT! Unbelievable. So, now I have to select a mattress online, if it's not suitable for me any wife, who is disabled by the way, they've told me I can't return it for replacement, even though they offer this online. They said a replacement for warranty cant receive the online benefit of the trial period. So, wrong!! But wait for it....... So, I emailed the warranty department at the email I was told in their approval email to contact with the replacement selected and no one responded. I sent 5 emails with no response. I called and the lady was rude, telling me my current warranty will expire with the replacement, they'd only replace it once (which is forward thinking in case this one becomes defective). So, we finally moved on from that and it only got worse. So, I hung up and called back to get another rep who hopefully wasn't so rude and would talk over me as I was talking. I did, but was put on hold for 45 minutes or so, therefore I hung up. Finally, two weeks later I get a response. The rep wants to charge me $200 more for the mattress because due to their delay in contacting me, the sales price went away. They give a credit for the returned mattress and you buy a new one basically. I told him no way would I agree to that. No common sense or customer service in the way one would expect. I concluded the conversation to have a supervisor contact me. I contacted every email for executives at corporate I could locate and finally I got a response from the warranty team asking me for the information so the order could be placed for my selection. He processed it for the sales price and I paid the difference in price (they did not have a comparable mattress to the one I had so naturally the cost was higher than the credit given). So, I get a response from the executive team who is so concerned in her email about "my experience." I reply exactly what I corresponded, the lack of response received, the fact that I expect the 180 day trial to be granted since they require online purchasing of a mattress and due to frustration I asked for consideration of what I had to pay and the delivery fee to get the replacement. YOU GOT IT! No consideration at all that Sears has done anything wrong. Well, you heard the truth, with facts to back it up on my PC, however Sears did a lot wrong. They failed to recognize a customer's complaint in the mattress dept by failing to respond to me after repeated attempts. They failed to offer the Sears policy online that give a customer 180 days to try the mattress (less would have been fine, but no trial period is what they said, charging my card Sept 14th for a mattress that isn't delivered (who does that?) and now from Sept. 14th to Oct. 8th, no financial consideration in the cost I had to pay for the difference AND A DELIVERY FEE (if they'd kept their store open here, I would have picked it up but I couldn't because it was closed...duh, that's there responsibility to service what they sell & comply with manufacturer's warranty service agreements, Oh goodness, the list goes on. The response from the executive team was flat no also, there would be NO consideration for the difference in cost of the replacement mattress or delivery fee - "it is not negotiable", she stated in the email. She blamed the manufacturer for a delay in them getting the mattress. This is Sept 14th from a claim I started in August (ugh! really this long already, we're now over two months to get a mattress replaced!!!!). Delivery was set for Sept. 28th...BUT WAIT! I received another call on the 27th saying it would be Oct. 1st...thanks for the call but I'm not happy about how long ALL this has been taking due to Sears sorry customer service for this issue. What can I do at this point? I tell them okay. BUT WAIT!! Sept. 30th I get a call & delivery is changed again to Oct. 8th. Now that's today and I've not received a phone call or email about the delivery time frame or anything from Sears. I have doubts that I will receive my mattress that we so desperately need today based on past trends with their responses & desperately need today based on past trends with their service. I REMEMBER WHEN THEY WERE GREAT, PRODUCTS & AND SERVICE. CUSTOMERS WERE RESPECTED. NOT NOW.....POOR QUALITY PRODUCTS, EXTREMELY POOR SERVICE AFTER THE SALE AND EXTREMELY HARD TO CONTACT FOR SERVICE. EASY TO CONTACT TO BUY SOMETHING...JUST TRY CUSTOMER SERVICE IF YOU CAN FIND AN EMAIL OR PHONE NUMBER AND THEN GOOD LUCK ON GETTING A COHERENT OR EVEN JUST A RESPONSE. IF I COULD RATE THEM A NEGATIVE # I WOULD IN THE STAR RATING/REVIEW.