Serta, Inc.

Complaint: ***
I am rejecting this response because: I consider "comfort" to be implicit in a mattress. No one goes out to purchase an uncomfortable mattress. If an additional topper is required, that should be expressed in your description materials so that consumers are aware that there is not enough padding on the mattress itself. At this point, if a topper is required, the company should provide one at no cost. That would be acceptable in lieu of refund or replacement
Sincerely,
*** ***

We will get in contact with Serta Direct sales manager to get some information regarding how your complaint will be resoloved

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***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meIf the store they contacted follows thru with what Serta tells them to do if not it is Serta that is ultimately responsible
Sincerely,
*** ***

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

We have contacted the Serta product developers for the approximate height of this Sears mattress model. Will have an update within the next few days

Check # *** was mailed on 3/14/16TI am hoping that you have received it by now

Complaint: ***
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 ***

We apologize for the delay in this responseWe have reviewed the product build that was purchased as well as the replacement offered and I see we have a comparable mattress that would be more appropriateSerta customer service will be contacting you this week to make arrangements for this
replacement. Thank you

Serta Direct sales contacted this customer on September 18th to explain that the “PS” does stand for plush and not perfect sleeper. A hotel mattress has been used for possibly a few years, a new mattress can take some time to break in. Our customer understood
everything we shared and we offered a full refund to resolve to his satisfaction

Serta customer care received several calls from the consumer regarding her complaint of the retailer not offering a refundThe original purchase was in and well past any comfort trialThe store has been forthcoming with Serta in their attempts to resolve their
customers complaint The Serta Sales representative has been contacted and the Serta warranty is being honored for this consumer. We understand that a refund has been requested, however this is outside of store policy and outside of the Serta warranty.

Initial Business Response /* (1000, 5, 2015/05/28) */
Serta is working with the local Serta plant as well as the Home Direct delivery team to get this warranty replacement mattress deliveredThe Serta customer service manager has left several messages with our warranty customer and they
have not been returnedHe wanted to discuss our offer to accommodate with a refundA refund or deliver will take a few weeks to receiveSerta will not deliver a mattress and offer a refundOur customer will need to let us know which resolution is preferredWe have also offered to refund the delivery fee paid by our customer
Initial Consumer Rebuttal /* (3000, 8, 2015/05/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I just to be doneI have not responded to his call onceI work all dayI would like the full refund
Final Business Response /* (4000, 10, 2015/06/04) */
The allowance offer will be emailed directly to you todayThank you
Final Consumer Response /* (2000, 12, 2015/06/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I just want to be doneI received the e-mail with the offerI accept the offerI need to send the original tags back on the box spring..serta is already in possession of the tags on the mattress

Our records show that the replacement base was delivered and set up on 6-2-18. The warranty start date is determined by the original purchase date and this replacement is covered by the warranty offered by manufacturer Ergomotion. We will call our customer today to answer any additional questions that he may have

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
The company refunded my money shortly after the complaint was made
Sincerely,
Carolyn W***

Order *** 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 to 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

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

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 will watch for your claim form and offer an inspection of your mattress set

The Serta warranty assures our customers of a quality product. Because comfort is different for everyone and may change over time, comfort is not considered a warranty defect. The warranty lists what would be and what would not be considered a manufacturers defectIf the retailer
inspected the mattress and it does not qualify for a replacement product we stand behind that decisionWe never like to hear that our customers are not comfortable, I would suggest rotating the mattress from head to toe to promote even wearAlso, please make sure your frame has center support that extends to the floor supporting the mattress in the center

I placed an order with Serta Mattress through the telephone I was advised per email on Thursday almost a week later my mattress was ready that it was completed being made, and would be shipped to 3rd party delivery companyThe delivery company contacted me on that following Monday to set up time they advised it would deliver my mattress Friday I said "great this Friday they replied no next Friday we only deliver every other Friday" " I replied to the rep of the shipping 3rd party company you guys could of delivered this past Friday then I was really upset being I wanted my mattress delivered as everyone asap I contacted Serta and had my heart set on canceling my order they then attempted to voice it would cost a portion of my money to cancel I refused then spoke with a kind supervisor who reassured would do everything for it to be delivered that following Friday So I waited until that following Friday received a call the day before from the shipping company 3rd party which the rep voiced we will deliver between 11am-3pm sometime tomorrow being Friday I said thats fine are you guys going to for sure deliver she replied yes I voiced I would have someone take my mattress in the morning since they do free haul away she replied that was fine I had a relative pick up my mattress on that Friday in the AM waiting all day for the delivery company being patient received a phone call that Friday @ 1:25PM from the delivery company that they broke down in Concan I told the rep calling me why would they deliver if you had to pass through my town first to get to Concan he replied they work there way out to in didn't make any sense I was very upset being I would be sleeping on the floor that night contacted Serta who couldn't find any type of solution I had to waste money out of my bank account to rent a mattress from a local rental company which totaled over $I've contacted this company with more times then can count for a solution or possible refund for my mattress rental due to the company being unreliable, I even contacted rental company asked for supervisor to return my phone call which has yet to be returned I contacted Serta yesterday once again 6/22/ask for supervisor to contact me have not got a call back even went an extra step contacted cooperate nothing has been done horrible experience with this company doesn't care about the customers at all I had the rep from serta voice to me the moving company voiced they had delivered Friday I voice to them I had cameras and paperwork to prove that was false PLEASE BEWARE OF THIS COMPANY