Serta, Inc.

The Serta mattress that you purchased is warrantied by Serta; however the retailer administers the warranty according to their store policiesWe will contact you directly to discuss

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

We have reached out to our customer by phone on 12/1/leaving a voice mail message and again on 12/5/with an emailWe have some questions and would like to discuss this further with her. Please call 888-557-9-EST option one for the U.Sand option two for warrantyPleasereference
your file number

Serta Customer Service has attempted to answer your questions with the limited information that was sharedWe have reached out to the Serta sales representative with *** to see if they will share the inspection informationOnly *** can decide if they can offer you special pricing if you
decide to purchase a new mattressWe expect to hear back during the upcomoing business week and will contact you at that time 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***

We will follow up with the delivery agent to understand why it took so long for the mattress to be picked up. Serta Direct Sales has confirmed that the credit was processed on October 11th.Depending on your CC cycle it may take up to two statements for you to see this credit. I
apologize for the inconvenience that you have experienced with a Serta online purchase.

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/was finally the correct mattressWe will be in contact with you to confirm. Thank you for being a Serta customer

(The consumer indicated he/she DID NOT accept the response from the business.)
You have a big problem at SERTA, the message you posted must belong to another customer, please get your facts straightYou mentioned "customer on 4/7, 4/13, 4/and again on 4/with no replies or call backs from the customerThis order was placed online with one phone number and one email address, both of which agree with the contact information supplied in this complaintAdditionally *** delivery has called and left up to messages to schedule deliveryFinally; without a response from our customer the order was cancelled and a credit was entered 5/1/less the 15% cancellation feeWe would suggest calling Serta Direct sales to discuss." My order and complaint is on September and not April, THE LAST INFORMATION WAS THAT I WOULD NOT BE CHARGE ANY RESTOCKING FEES OR ANY FEES FOR THE PRODUCT I NEVER RECEIVED"AS FAR AS I KNOW THE ISSUE IS ALREADY CLOSE BUT SERTA'S REPUTATION FOR ME IS DONE!

Initial Business Response /* (1000, 5, 2015/10/01) */
The order for a pet bed will be shipped againPlease contact Direct Sales for tracking numberWe apologize for any frustration regarding your experience with Serta Direct Sales
Initial Consumer Rebuttal /* (2000, 7,
2015/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you, all this could have been avoided if customer service were to handle it betterAll I wanted was what I had paid for

Initial Business Response /* (1000, 5, 2015/10/01) */
Serta Direct will be contacted for responseUpdate to follow
Initial Consumer Rebuttal /* (2000, 11, 2015/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (1000, 9,
2015/10/01) */
A representative from Serta Direct Sales will be in contact with you to resolve to your satisfaction

Complaint: ***
I am rejecting this response because:*** *** *** *** *** * *** measure foam as a deflection at a given weightIn addition, Serta advertises "Cooling" as a design feature yet not not warrantee results. Mattress "cooled" as stated by Serta for the first month but no longer but now traps body heat. I would be will to exchange mattress to a firmer level but also believes Serta must be more scientific in their warrantee claims
Sincerely,
*** ***

The following status was obtained directly from the Serta Direct Sales team: This customer’s mattresses
on their order have already been cancelled with no fees. MXD has advised us they are scheduled to pick up these items on 8/18/2016. They have a refund amount of $1,which was already sent for processing before we even received the items back. The customer will still owe $2,on the adjustable base that are not being returned as adjustable bases are always final sale. If we can provide any other information please let us know

This Twin size mattress was inspected and found to have no measurable impressionsA large stain in the center of the mattress was also present, stains may invalidate the warranty due to liquid damaging the foam layers belowSerta Customer Service will call you to further discuss your complaint

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

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 also
expect better quality from SERTA, *** did not make the mattress, this is a defect in this mattress this is my second one and there are numerous complaints on the web about this mattress and air pockets with lumps and waves formingI expect you SERTA to also help in this matter as soon as possibleYou need to contact *** at the *** store.
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,
*** ***

I was advised by Serta Direct Sales that the refund was in full, no deduction of fees. For further questions call *** and the Serta Direct team will share the dates and amounts of credits applied

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find
that this resolution is satisfactory to meIt exceeds my expectations and I am so thrilled that Serta is the stand up company they areI will continue to recommend Serta to all my family and friends and buy Serta for ALL my mattress needs.Thank you again for resolving this for me!
Sincerely,
Cheryl B***

On 11/Serta Mattress / Austin location has advised they will be in contact with you to resolve

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,
Jason L***