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The gentleman who initially helped me and my wife with our new mattress and frame was nice and was patient. The guys who dropped off the product were also helpful and only showed up a half-hour late (sort of). That was the best I can say about my experience. When we ordered both a bed and frame they said that they wouldn't be able to deliver the frame for about a month, which I was fine with since they told me at the outset, they asked if we wanted the bed delivered before the frame and I said "No thank you", space in my home happens to be a rather precious commodity and I didn't want to store a mattress and box spring from the month it would take to get the frame so I asked that the deliver it at the same time as the frame (Oct. 30) they said that would be no problem. The whole family uses the Credit Card from Sears, which includes; My brother and his wife, my mother, grandmother and my wife and I. As such we have a land-line home phone that we use for general contact, I asked that they contact me on my cell phone when they were prepared to deliver the bed. About a week later UPS delivered the frame, nearly two-weeks early. When it got here, MUCH earlier than it was supposed to I called down to see if they could send the mattress and spring earlier than we'd originally discussed and was promptly and rudely told "No", I don't mind being told no but the issue was that the guy was rude, didn't/wouldn't give information as to why when it was the frame that they told me they couldn't bring in on time. If that was the case then why wouldn't they be able to just change the delivery date? It was already paid for, they said they had it in stock, blah blah blah. In all I didn't care too horribly since the frame came in a box, so I stored it and waited. They were supposed to call me the morning of the 30th when the mattress and spring came in and so I waited until 9 a.m. and then called them. I got a woman who sounded bewildered and under pressure, she said that she'd seen a note and there had been confusion about the phone number (but I have no idea, there wasn't anything complex or any time limitations they had to call within, as near as I can tell it's just because I asked that they call my cell) and had been trying to get to it, she asked if it would be alright if she called me back in a few minutes and of course I know what it's like to be busy so I waited. The call never came. Finally at about 6 p.m. on the 30th I got a call from Sears, this time from the delivery guy who asked if a particular time frame would work. Since I doubted he actually has a whole lot to do with the ordering, responding and general customer service I didn't ask him about any of the issues. In all I normally like Sears in general, I stop there frequently when I'm in Spokane or in a mall that has one but the Moses Lake store typically has very little of honest use unless you're looking for a large kitchen appliance or maybe a fairly typical craftsman tool (but now that craftsman no longer does a lifetime warranty I'd rather just go get a cheaper popular mechanic tool that's built about as well, imo) but after the poor handling of this order I believe I'm going to avoid using the ML branch in particular and if they don't have it on-hand I'll just go elsewhere. I've been in the store plenty and can't think of any reason why they couldn't call me back or what could have made the man on the phone actually offer some sort of explanation as to why they couldn't change the order. Like I said; I like Sears in general and I gave it two stars because the order appears to be correct and the first guy and the delivery guys were nice, but beyond the initial sale everything was about as stupid as it could be without being a complete disaster.
