Serta, Inc.

The retailer is working with you

Serta I-series mattress worst mattress you could buyNot even years old and sagging is so bad you cant even roll to middle of mattressWill see if Serta stands behind there products

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

We are sorry to hear that this has been your experience. Serta customer service will be in contact with you today to discuss. Thank You

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.
Serta contacted me to arrange a refund and the processing will take a few weeks. I will contact you again should the refund not arrive in the promised time frame.Thank you very much for your help!
Sincerely,
Henry ***

I apologize that this was your experience, this is not the quality of service you should expectI have reached out to the Serta account manager for Serta Direct and will confirm the amount of the refundSerta Direct will be in contact with you todayThank you

This is a conversation we suggest you have with the retailer as the manufacturer does not set the pricing for the retailer and promotions are at their optionI see your record with Serta customer service *** reports you are not happy with the softness of the mattress and wish to exchange it
As long as the retailer offers a comfort trial (charges may apply) you can return this mattress for a firmer style

We have shared your experience with the ecommerce site where purchasedSerta does offer a day in home trial on the iComfort line, however there are fees for cancellation and if a more expensive mattress is selected the difference will be chargedI will update further when information is passed
along

The inspection report shows the following notes. Description FRAME TO WIDE, NOT SUPPORTING BOTH FOUNDATIONS..ATTEMPTED TO ADJUST TO CORRECT SIZE BUT NOT ABLE TO ADJUSTFRAME ALSO SHORT, LEAVING 10" OF FOUNDATION HANG OVERSerta customer service will be in contact with our customer to
discuss the replacement of this mattress setPlease purchase a new frame made for a king size mattress that has center support so that the replacement mattress will be supported correctly. Thank you

We were not advised of the proposed resolution, I have shared your comments with the sales rep

We will contact our warranty customer to discuss furtherThank You

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and I have accepted for the moment the answer from SERTA but I contacted them before and they did not
show any interest in solving the problem as I see they have their own standards of warranty set to their convenience hope for the best, every day for me count because of the acute lower back pain I have to experience every day and not to mention the price I paid for the mattres
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
The company refunded my money shortly after the complaint was made
Sincerely,
Carolyn W***

We have reached out to the Serta sales representative of this store for additional informationOnce we understand the inspection results we can better explain the warranty. Expect to have an additional comment this week

The promtotions team has contacted our customer regarding the VIP program

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 1/2" to be considered defective. Measurements taken without weight added to the mattress is how the mattress
industry measures an acceptable amount of impression vsan 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 day comfort trialIf within the 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 days the only other option of replacement is warranty and if it does not qualify for warranty it will not be replaced

Complaint: ***
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 ***

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,
*** ***

We apologize and will investigate why you felt that the group you spoke to were rude; that will not be toleratedI will advise this groups manager and you will receive a call to discussthank you

We will contact our warranty customer to discuss furtherThank You