Serta, Inc.

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

My husband and I purchased a Serta Euro Pillowtop mattress through a retailer and experienced pronounced sagging issues between 5th-6th year of ownership We reached out to the retailer and they were notified by Serta that the warranty was only years The purchase was in and at that time we paid about $for this mattress I reached out to Serta to express my displeasure with their product and warranty I feel creating a mattress with such a small warranty period is not great business, expecially at that price The mattress barely lasted the years when the sagging started so just over our warranty The mattress at this point is junk and needs to be replaced but to pay that amount of money for a year warranty to me is completely unacceptable Their response to us was very canned and did not legitimate the customer experience at all It simply talked about Serta being #and their warranties It was very generic and simply put was not worth my time to reach out to them I will no longer be doing business or recommending their products to others

Complaint: ***
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 saggingA 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 problemsThen 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 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 springI was never ever told by Serta or the delivery men and even the inspector that this could create a problem having the boardIf so why did both crews put the board BACK on the bedThis is all a lame excuse by SertaAlso why do Mattress retail stores have better warranties with that Serta honoring for to days then the consumer has with Serta direct or through *** for only daysFinally this process is disgracefully painful and just disgustingSerta owes me a product that cost $to last longer than 5 monthsWhy 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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Judi C**

We wanted to update the Revdex.com, we should leave this record open until the allowance is received by out customer

Serta customer service will be in contact with our customer to discuss further

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Cheryl A***

Complaint: ***
I am
rejecting this response because: Many major business do not require any type of payment when enforcing a warrant, especially for a manufacturering defect within one year of purchase!For inspection? Delivery? This is the first time I have had to pay for my warranty to be honored, even with a mattress I purchased from *** & ***I will not accept this answer! It's absurd!
Sincerely,
***y ***

Complaint: ***
I am rejecting this response because: I would be very curious to see if they even spoke to the sale rep or told him or her about the situation Hope to hear soon form the sale rep
Sincerely,
*** ***

I have reached out to Serta Direct sales, they will be in contact with you directly

Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID *** and find that this resolution is satisfactory to meThey have called me already and have promised to deliver the item I ordered and remove the incorrect item at no additional charge
Sincerely,
*** ***

***
Complaint: ***
I am rejecting this response because: The late charges and past due needs to be
taken care of too When something is credited back there shouldn't have been payments still due The company said they would take care of it and it would reflect on the next billing cycle but it is yet to be taken care of The response always seems to be the same that they will look into it but it never gets solved and the case gets closed before it is taken care of properly
Sincerely,
*** ***

This complaint will be forwarded to Serta Direct Sales for follow up. This complaint will be updated and our customer contacted with an update

Complaint: ***
I am rejecting this response because: Does not address the issue that they are NOT informing customers up front that you have to "pay a fee" for what they claim is a "warranty" and again, state no where in any warranty I received or read on the mattress about a fee to be paid in order to "honor" this warrantyI will be sending in form, as the mattress has numerous drooping areas
Sincerely,
Tanya ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** *** find that this resolution is satisfactory to me
Yes I would also like to leave this open until I get the check in the amount of $
Sincerely,
*** ***

We were advised by the retailer that your mattress was inspected four months ago and no product defects were found. You many want to request another inspection with the retailer in a month or two. Your concerns were escalated and brought to the attention of the Serta sales
representative for this retailerThis is all that Serta can assist with at this time

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

What I have explained is the Serta Limited warrantyYour mattress is not defectiveYou can ask your retailer to accommodate you with a reselection for comfort

The third party inspection company reports: Stain Location/Size/Color The mattress has a large number of gray and brown colored stains of different sizesThe staining is all over the mattress Mr***, This mattress was not well maintained, a mattress protector is always suggested. As
noted above, the warranty states that stains may affect the validity of the warrantyIf there is a small stain not in the area of a defect it is taken into considerationHowever this is not what the inspection company shared with Serta customer service

Revdex.com:
I have
reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meI have received my refund yesterday 3/17/and will be purchasing a new mattress this weekend
Sincerely,
*** ***