Serta, Inc.

Cooper lakes queen mattres has huge bad quality...or not quality at
all...clearly you can see in the pictures how is falling apart.Is painfully to lay on it because of the dipping/sagging of the mattres
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***?

There may be some confusion between promotions* *** Club was offering a promotional rebate with purchase and I have forwarded the customers information to? *** Club to follow upAs for the Serta VIP program, you can register for this promotion on Serta.com.? The points earned from
this purchase can be applied towards a future purchase as the offer is off the "next" purchaseHowever the? VIP program does end at the end of the month and all registrants will be entered into the Serta Insider program, this program differs from? the VIP and an email will be sent to you when it starts with additional details.?

I apologize for the delay in our responseOn 11/11/2016? our customer was refunded $1,which was the amount of order - no fees or other charges were held from the refund processed

Serta Direct manager? spoke with their? customer earlier today? advising that the refund will be applied when the mattress is picked up from their home.? The mattress was picked up today and the refund? will be applied less the agreed? upon feesOur customer can? expect
the? an update? as soon as we received confirmation.? Our customer will see the credit in one? to two billing cycles

Initial Business Response /* (1000, 5, 2015/08/12) */
Order XXXXXThe information has been shared with the Director of the Serta Direct programThey will listen to all calls to verify what size mattress was orderedI expect to offer an update by the end of this week
Initial Consumer Rebuttal
/* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Problem still NOT fixed
Final Business Response /* (4000, 11, 2015/09/02) */
Serta Direct did reorder the mattress in attempt to resolve, however complied with your request to cancel the order for a full refundThe credit will go back on the two credit cards that were used for the purchaseMost of the refund has been processedThe remainder $will be credited by the end of this week We are very sorry to disappoint you with our service

We spoke with our warranty customer yesterday and explained that his replacement mattress is scheduled for delivery to the *** delivery agent on June 6thBy mid next week he should receive a call to schedule deliveryWe will follow this order closely so that it is delivered as soon as possible

We never want to hear that a valued customer does not find a mattress comfortable .This plush style mattress was inspected for defects and the impressions show wear.? The box spring and the frame being used is? supportive to the mattress setThis mattress is from the Sertapedic
collection which is a starting point in Serta brand mattresses, up from here is the Perfect Sleeper and then *** and iSeries collections.? We understand increasing the quality increases the price of the mattress, we offer an array of products to fit all comfort and budgets.? The Glisten Plush mattress purchased from *** has coil count innerspring and 2" of comfort foamIt seems as though what is need here is a thicker mattress with more comfort layersThis is a comfort issue and not a manufacturing issueWe would suggest purchasing a mattress topper for this mattress; this will add some comfort to the top of the mattressAll mattresses are one sided meaning they can only be rotated head to toe to promote even wear and not flipped over to use the other side

The inspection fee was waived and the delivery? fee was lowered.? If you should decide to accept the new replacement mattress please send in your signed offer letter and delivery? fee, and we will enter an order for a replacement
Warranty does not provide an option for a product refund as the retailer shared the saleThe written offer that was sent to you? is available for a limited time, if this offer should expire we will need to get the mattress re-inspected
We are sorry you are disappointed however this would not be fair to all of our other customers that pay inspection and delivery fees

The mattress has been inspected and does not qualify for a warranty replacementWe are sorry to disappoint out customer however we will not be replacing the mattress at this timeIf you would like to call us in six months we will re-inspect the mattress without cost

I searched the Serta customer service data base and I do not show a record of your contacting us to discussA customer service representative will be in touch with you within the next dayThank You

Hello, I have reached out to the manager of the Serta.com sales group for a detailed responseWill post another response just? as soon as I hear back

Our comment was intended to let you know that we are doing our best with the Serta sales representative to work out a resolutionWe respond to comments to let our customers know they are not being ignored

Initial Business Response /* (1000, 5, 2015/08/12) */
Order XXXXX. The information has been shared with the Director of the Serta Direct program. They will listen to all calls to verify what size mattress was ordered. I expect to offer an update by the end of this week.
Initial Consumer Rebuttal...

/* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Problem still NOT fixed
Final Business Response /* (4000, 11, 2015/09/02) */
Serta Direct did reorder the mattress in attempt to resolve, however complied with your request to cancel the order for a full refund. The credit will go back on the two credit cards that were used for the purchase. Most of the refund has been processed. The remainder $147.68 will be credited by the end of this week. We are very sorry to disappoint you with our service.

I was advised that the original order [redacted]was cancelled and picked up from the customer’s home and a full refund was authorized.   The new orders ([redacted]) show a scheduled delivery date of 1/4/16. We apologize for the confusion from our third party delivery company regarding the first order [redacted]

After several escalted calls to our 3rd party delivery company I was advised the old mattress would be picked up on 1/18/16.  I left a voicemail with Mr. [redacted] to confirm.

I apologize that this was your experience, this is not the quality of service you should expect. I have reached out to the Serta account manager for Serta Direct and will confirm the amount of the refund. Serta Direct will be in contact with you today. Thank you.

Complaint: [redacted]
I am rejecting this response because:In addition to being totally unprofessional and dressed like a slob. Throwing a weight over the mattress does not define sagging. A number would be an obvious issue but GET ON THE MATTRESS and as you roll down the sides it will be obvious that the mattress has severe comfort problems. Then the man says quote "he can tell there is a problem." I asked what he saw and he stated "he is not allowed to talk to me about it but this is often a problem with Serta" I asked him about other manufacturers and he said he "can't recommend nor talk." As he tore up my bedroom letting my headboard crash down and leaving my bedroom a disaster he asked why I had a board on the box spring and I stated clearly that with my prior 20 year old mattress we had it and the delivery men who took my old mattress was asked to take it with them and they in turn put it is back on the box spring. I was never ever told by Serta or the delivery men and even the inspector that this could create a problem having the board. If so why did both crews put the board BACK on the bed. This is all a lame excuse by Serta. Also why do Mattress retail stores have better warranties with that Serta honoring for 90 to 180 days then the consumer has with Serta direct or through [redacted] for only 30 days. Finally this process is disgracefully painful and just disgusting. Serta owes me a product that cost $955.00 to last longer than 5 months. Why am I being treated like a criminal and not with any dignity or respect.I understand there is a process but not at the cost of the consumers rights and through their pocket book. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the...

response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  
Serta contacted me to arrange a refund and the processing will take a few weeks.  I will contact you again should the refund not arrive in the promised time frame.Thank you very much for your help!
Sincerely,
Henry [redacted]

I am very disappointed in the Serta Brand. We purchased a mattress from [redacted] in 2010, one reason we purchased the mattress was because of the Serta name and reputation and that it had a 10 year warranty. We noticed over the past year, that on both sides of the mattress, there was at least a 2 1/2 to 3 inch depression and the pillow top on the right side was literally bunching up- making sleeping on the mattress very uncomfortable. This was a Vera [redacted] edition and we paid over 2500.00 for this mattress and we felt like with this price and the length of time we had the mattress this should not be happening. We filed a claim- a Serta representative came to our house, looked over the mattress and took pictures. Over a week had gone by and then we received a VERY DISRESPECTFUL letter. About 5 years ago, we had the protective cover off the mattress and my son spilled a soda on the top middle part of the mattress- we cleaned it ourselves and then had it professionally cleaned- you can BARELY even see where the stain originally occurred. The letter that we received stated because it had this stain that VOIDED OUR WARRANTY!!! HOW DOES THAT HAVE ANYTHING TO DO WITH THE STRUCTURAL INTEGRITY OF THE MATTRESS! This is disgraceful- the letter indicated that our mattress was UNSANITARY due to the stain! I take impeccable care of my things and accidents happen! This should not have anything to do with the fact that this mattress is crap! and the structural integrity of the mattress is very poor! We want this replaced and quite frankly we deserve to have it replaced- I feel this is Serta's way of not honoring their warranty- I could understand if the entire mattress had multiple stains on it and it was obviously not taken care of, but this is not the case. I will NEVER buy a product from them again and I have informed EVERYONE I know on social media about this! I am more sadden to find out that their headquarters is right here in Cincinnati where I live! Shame on you Serta., its not like I have money laying around to purchase expensive mattresses and we took this purchase very seriously- well clearly I should have purchased something else!

We spoke with our warranty customer yesterday and explained that his replacement mattress is scheduled for delivery to the [redacted] delivery agent on June 6th. By mid next week he should receive a call to schedule delivery. We will follow this order closely so that it is delivered as soon as possible.