Serta, Inc.

The manager for Serta Direct Sales have confirmed that they spoke to you in the last day to resolve this order issue to your satisfaction. Thank you for your patience.

I will reach out to our Licensed partner to find out what the $100 fee is for, it may be for shipping of replacement parts.  We will respond just as soon we hear back. thanks for your patience.

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 fees. Our customer can expect...

the an update as soon as we received confirmation.  Our customer will see the credit in one to two billing cycles.

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 sale. The 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.

This has been a terrible experience for you, my sincerest apology.  I have reached out to Serta Direct Sales team to understand if the delivery on 5/27/16 was finally the correct mattress. We will be in contact with you to confirm.  Thank you for being a Serta customer.

Complaint: [redacted]
I am rejecting this response because:  with the business contacted me they were of absolutely no help they instructed me to fill out all the paperwork again and mail it in. That is not an...

acceptable response and I would like you guys to keep working on the problem.
Sincerely,
[redacted]

We understand your complaint and expect a higher experience from your retailer.  Your complaint has been escalated and we have asked [redacted]
to reach out to you to resolve the issues surrounding your order. Thank You for your business.

The warranty reflects 3/4" impressions for an "all foam" mattress, this is a reduced measurement as compared to the innersrping mattress that must meet an impression of 1 1/2" to be considered defective.  Measurements taken without weight added to the mattress is how the mattress...

industry measures an acceptable amount of impression vs. an unacceptable and therefor a product defect.  The warranty shows that memory foam will soften over time and this is not a product defect.
In regards to cooling features.  Memory foam is a dense foam that retains body heat, Serta has created an open cell memory foam for circulation as well as infuse the foam with gel for additional heat dissipation. Every body will react differently. Serta offers retailers the option to offer their customers a 120 day comfort trial. If within the 120 our customer is not finding the comfort and support they require or if they are disappointed in the memory foam they have the option to return it and select another mattress (each retailer sets their own rules around this offer). 
While we never want to hear from one of our customers that they are not happy with their Serta mattress; after 120 days the only other option of replacement is warranty and if it does not qualify for warranty it will not be replaced.

The inspection report was re-reviewed and we have confirmed that there are normal impressions up to 1/2" on this 4 year old [redacted] mattress.  The warranty states that 3/4" or more will be considered a defect that will result in a replacement. Serta will replace and...

support the warranty when a mattress is found to be defective. Memory foam will soften slightly with use, this is not a defect. It was mentioned that the previous mattress was a pillow top, going from a pillow top to a firm mattress may play a part in the noted back issues. You may want to consider a mattress topper, toppers can add softness to a firm mattress.

Our records show the replacement mattress was delivered on 12/16/16.  We will call our customer to confirm.

Complaint: [redacted]
I am rejecting this reesponse because:
The amount refunded was less than the amount spent, and no reason as to why they decided to give me less than what was spent was given.
Sincerely,
Steven [redacted]

We were advised by the representatives on the Serta Direct program that they were trying to resolve with their customer. I will follow for status and update as soon as I have additional information.

We are sorry to disappoint you. The Serta warranty is like many other product warranty where certain fees are excluded. Serta will replace a product when a manufacturing defect exists; however the inspection and delivery fees are not covered by the warranty.

We have reached out to our customer by phone on 12/1/16 leaving a voice mail message and again on 12/5/16 with an email. We have some questions and would like to discuss this further with her. Please call 888-557-3782 9-5 EST option one for the U.S. and option two for warranty. Pleasereference...

your file number 589808.

The warranty is an important document that outlines what it does and does not cover. I understand that you are not in agreement with the fees that Serta is charging; however we are only charging a portion of what our third party inspection & delivery companies charge Serta. The warranty...

does not offer product refunds.  IF you believe that your mattress may be defective and covered by the warranty please send in your claim form and inspection fee. Thank you.

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: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Serta customer service will contact this consumer today to offer a mattress inspection. If defective Serta will replace the mattress.

Complaint: [redacted]
I am rejecting this response because: This does not help me in any way
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: It is clear that they didn't...

even take the time to read or research h the complaint as the response has nothing to do with what I asked for.  yes I received a refund which was never my concern.  I wanted the item.  I do not wish any longer to do business with them however as they are not concerned enough to even read the complaint.  horrible practices I will be sure to share my experience and the terrible service with anyone who will listen .  I will take my money elsewhere. 
Sincerely,
David [redacted]

Initial Business Response /* (1000, 10, 2015/07/01) */
We needed to ask the manager of the Direct Sales program for information. We were advised: As of today 7/1/15 the account is showing that $79.91 has been refunded due to only one pet bed was returned. Since then the other pet bed was...

received and the customer should see a credit next week. We apologize that you received damaged product and for any delays in processing the return.
Initial Consumer Rebuttal /* (3000, 12, 2015/07/06) */
on 6/26/15 a refund in the amt. of $79.91 appeared on our bank debit card from Serta. However; this is only half of the amount they owe me. I paid 159.82 for 2 dog beds and I returned 2 dog beds (never used) back to them in the same boxes they came in. I would like to have back the full amt. I paid. Customer service has been a nightmare and this has been going on since March 20 2015. I just wanted to update you and appreciate any help you may be able to give me in getting my money back. This is customer abuse in so many ways. Thank You, Nila [redacted]
Final Consumer Response /* (4200, 17, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To update my complaint with the Revdex.com and in response of the statement from the business involved. They stated I should get the rest of my money by the end of the week; however it is Friday 7/10/15 @ 6:33 pm and no credit has been issued to my card. This has been a battle since March and they thank me for my patience! This company needs to be accountable for their lack of customer service, lying to the Revdex.com on info (I would be happy to share if you wish)and the customer abuse they have dealt to me. Enough is enough return my money, it is not yours to keep! Your 2 dog beds have been returned to you months ago. Sadly as of this date their has been no resolution!
Final Business Response /* (4000, 20, 2015/07/22) */
Direct Sales has advised that there were two credits, 6/23/15 for $79.91 and 7/16/15 for $79.91.This should now be resolved. Thank you for your patience.