Serta, Inc.

Complaint: [redacted]
I am...

rejecting this response because:Again, the failure of the mattress cannot be detected by Serta's deployed tool to measure for depressions. THIS WAS SUPPOSED TO BE A FIRM MATTRESS. The only part still firm is the speed bump size hill that runs the length of the middle of the mattress that is noticeable when laying in the bed for any length of time.  I cannot continue to wake up every morning with back pain caused by this gimmick of a sleep system.  This bed is about to become a resident of the local landfill because it seems that Serta will continue to reference a test method that doesn't account for how their product responds when someone is actually laying in the bed, go figure.  I've never been so disappointed in a company's lack of standing behind their product and lack of effort in trying to make sure that a customer is satisfied with their product.  If I paid $500 for everything, then I wouldn't be so disappointed because I would be 'getting what I paid for', but the problem is I paid $1,700 for this sleep system because I thought I would be buying a quality product that would hold up for years.  The 'warranty' of 10 yrs sounded like insurance until I learned how the fine print of Serta's policy is set up to protect them from standing behind their product.  I guess my next step will need to be a [redacted] review that exposes this practice to unsuspecting customers who buy American because they think the quality will be supreme to foreign competitors.  This process has literally been a pain in the neck.  
Sincerely,
[redacted]

We apologize that this has been your experience. Both Serta Direct and Guest Purchase have been notified that you need a call and a resolution as soon as possible. I expect that you will be called on Firday. Thank you

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.
Sincerely,  As I stated, [redacted] listened to my complaint, then put me on hold for 28 minutes only to hang up on me. I simply want some resolution to the misleading advertisement and discrepancy in what the floor model and actual model sent are. I await a phone call in hopes to get this resolved. I did months of research and approximately 2 hours lying on this model in different retailers before purchasing only to find out I did not get the feel I expected, not the "great deal" now to be told I will lose $489 because I got a much softer mattress than the models I laid on.  I reserve the right to file another complaint if it is not resolved over the telephone. I worked hard to save $2000 for that mattress and am not in the habit of giving away $500 that I worked hard for.
[redacted]

We show this order was delivered Saturday August 5th and our customer accepted it.

The Serta Limited warranty offers to replace a mattress and or foundation (after evaluated) if found to have manufacturing defects as outlined in the warranty. Inspection fee and delivery fee are not covered and stated in the warranty in several places. The warranty was attached to...

the mattress at delivery and a copy of the warranty is available on Serta.com. Delivery fee will not be waived. If interested in a replacement please mail in the required information including delivery fee.

I am sorry to disappoint you, however the retailer has advised that a product refund is not available.

Order [redacted] was confirmed picked up from our customers home on 11/13/15.  I am checking with Serta Direct Sales when the refund will be applied.  When it was mentioned that you will see the credit in 1 to 2 billing cycles that was referring to how your creditor applies the credit on your statement.  I will have the supervisor from this team contact you today.

We apologize for the inconvenience that you have experienced, the delivery company did not follow our procedure.  Serta Direct Sales support was contacted on your behalf and they are following up with the delivery agent to find out when the pick up will be scheduled.

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

Mattress manufacturers/retailers measure for sagging or impressions without weight added to the mattress. The defect would be if the foam layers do not recover to the expected shape after use. The retailer has advised Serta that the mattress was inspected on November 21, 2015 and no manufacturing defects were found. The mattress will not be replaced at this time.

I apologize for the delay in our response. On 11/11/2016  our customer was refunded $1,325.00 which was the amount of order 24051 - no fees or other charges were held from the refund processed.

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.
My CC has been refunded the full amount.
Sincerely,
[redacted]

We have discussed your complaint with the Serta Sales Representative and Serta would like to offer you a 3rd party inspection. Once inspected we will send the report to sales representative of your retailer for review. Customer Service will be contacting you this week.

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. They have called me already and have promised to deliver the item I ordered and remove the incorrect item at no additional charge.
Sincerely,
[redacted]

A representative from Serta for [redacted] will contact you directly to discuss the details of this offer. Thanks for your patience.

We purchased our iComfort Mattress from Best Mattress store (their negative review is next). We understood that we had 6 months to return the mattress if not fully satified. At 3 months we were not but thought we would do the full 6 months just to make sure since this was our first gel/memory foam mattress. A few days before our 6 month trial was up, we returned to the store to be told that we were too late, that we actually only had 120 days.
This mattress is the worse thing we've ever slept on. Both my husband and I can barely make it 5 hours before we have to get up because our backs are hurting so bad.
I followed up with Serta directly about this issue. Their answer was, sorry you're un happy but we aren't going to do anything now but if you want comfort, buy another Serta product to put on top of the one you are unhappy with.
We paid $2000 for a mattress we could only deal with for 7 months. Now we need to purchase another one before this one destroys our backs.
Today I take action - I'm posting this information EVERY WHERE. I hope to save someone else from the back pain we get from this mattress.

Serta Customer Care will contact you within the next day or two to understand what type of base you have and what company will offer you warranty service.

The Serta licensed provider of office chairs informed us today that the customer’s new chair is shipping out today and I emailed him the tracking earlier this morning.

Serta Customer Service will be in contact with you today or Friday to discuss further.

Complaint: [redacted]
I am rejecting this response because:I talked with a Certa representative.  First, one of the things he told me was that he didn't think my body had adjusted to a foam mattress, since I had slept my entire life on inner springs mattresses.  If this is even a possibility, then why wasn't I warned about this before I even made this purchase?  Because I assure you, if I had been warned, I would NEVER have even considered this mattress as a possibility.Second, he referred to the mattress sagging as comfort.  A mattress that doesn't support you properly has a medical issue and has nothing whatsoever to do with whether or not it's firm or plush.  This is how you twist words when you want to be dishonest.Third, it has never been explained to me why a 15 pound bowling ball placed on the side I slept on, vs the side that hasn't been slept on, sags over 1 full inch into the mattress, and this, after only 10 months.  Considering how fast this has occurred, I'd say if you could sleep on it for just 5 years of the 15 year warranty, that you'd be laying directly on top of the box springs.  But of course, when you get off the mattress, as long as it returns to normal, then hey, there's no problem!I'll make you a deal.  You keep my $2100 and I'll let you give an account of your actions on Judgment Day.  You're going to have as good a chance then, as I've had of trying to deal with a reputable company.  ZERO!!!
Have a great afterlife!
[redacted]