Serta, Inc.

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

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

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

Complaint: ***
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 pound bowling ball placed on the side I slept on, vs the side that hasn't been slept on, sags over full inch into the mattress, and this, after only months Considering how fast this has occurred, I'd say if you could sleep on it for just years of the 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 $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!
*** ***

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

I will reach out to our Licensed partner to find out what the $fee is for, it may be for shipping of replacement parts. We will respond just as soon we hear backthanks for your patience.

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,
Bob A***I am accepting the offer on conditionWait to see if the sleep an or rest is the same or better then before!Bob A***

Thank you for the information shared, we would be happy to look into this for you with the retailerCustomer service will call you Friday to discuss

Complaint: ***
I am rejecting this response because: Serta is not willing to offer a fresh warranty on this new bedWhat good is a replacement without a complete warranty? Realize that I couldn't use the bed at all because of the mismatched parts and their original unwillingness to correct the problems....we get back to the Serta VS Ergomotion issue where they tell you that the other is responsibleThe old warranty is up and I should get a fresh startIf you want a satisfied customer....give them a complete solution! It is completely in their power to restart the warranty with Ergomotion
Sincerely,
John O***

We understand this Serta customers frustration. The retailer hhgregg made a delivery error and has since gone out of businessSerta customer service will be in contact with our customerand request a copy of the receipt and photos of what parts were received and see what we can do 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 meIf the store they contacted follows thru with what Serta tells them to do if not it is Serta that is ultimately responsible
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/05/21) */
I re-reviewed the inspection report and there are no manufacturers defects with the mattressWe are sorry to hear that you do not find your current mattress comfortableComfort will be different for every person and comfort & support needs can
change over timeI would suggest rotating the mattress and if you feel the impressions should deepen to 1/2" we will offer a second inspection at no charge
Initial Consumer Rebuttal /* (3000, 7, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The problem is I have a terrible mattressTo me The issue is a two year old mattress should not even be sagging 3/4"Serta choses to ignore that factI have already rotated the mattress and since I can't even flip it, there is nothing more I can doI would at lest like my $back for the inspection feeI don't plan on having another inspection done because if it is sagging 1/2" by then all I'd get is a new Serta mattressAfter this I will never buy another Serta due to their poor qualityThank you
Final Consumer Response /* (2000, 13, 2015/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 11, 2015/06/04) */
We are sorry to hear that this mattress does not meet your specific needs for comfort and supportThe warranty is to protect our customers from a defect in manufacturing and your mattress is not defectiveA mattress will not be replaced on future impressionsWe have noted in your claim that you are no longer interested in warranty service, you will receive a refund of the inspection fee within weeksThank you

Our records show the replacement mattress was delivered on 12/16/16. We will call our customer to confirm

Complaint: ***
I am rejecting this response because: The only offer to correct a problem that you have yourself admitted to being your
fault results in it costing me $I do NOT think that this is the result that should come from a respectful company, DO YOU Please ask yourself if you would be satisfied if this were to happen to youI seriously doubt itStill not happy with your so called offer to resolve your mistake!
Sincerely,
*** ***

We just re-reviewed your inspection reportThere are no measurable impressions or any other possible defects with the mattress setIt is unwise to put a wooden board between the mattress and foundation like the one seen in the inspection report, doing so does not allow the foundation to absorb
movement from the mattressPerhaps the mattress isn't as firm as you had expected, it can be difficult purchasing a mattress without trying it first for support and comfort*** offers a day comfort trial and it expired on your purchase on 4/22/2016. Since the comfort trial has expired and the mattress set is not defective it will not be replaced at this time

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 ***

I apologize, our last entry into you file was incorrect and I asked Revdex.com administrator to remove it so I can enter the correct update; it apparently was not removed and your complaint inadvertently closedThe following is the correct updated from Serta Direct Sales:
I show the refund issued to this customer for $3,for the mattress set on the order and an additional refund of $for the mattress protectorIt doesn't look like the pillows and pet bed were refundedIf this is not resolved please contact Serta Direct Sales at ***

Complaint: ***
I am rejecting this response because: Most mattress companies will take back mattresses with sweat stains, because that is wear and tear I have called different companies, and they have all said the same thing One company even laughed on the phone when I told them you guys would not take back the mattress, because it has sweat stains on them I was never told I needed to buy a mattress cover to protect the warranty Are you guys reselling defective mattresses after a customer does a warranty exchange? What is the valid reason you guys will not take back the mattress? The mattress has lumps in it, and is hurting my back I want someone from the corporate office to call me
Sincerely,
Blake ***

We have contacted the Serta Sales representative for this retailer and asked if they would look into your complaint.When a product is found to be defective, the warranty does provide for a comparable replacement as long has the retailer has a comparable replacementOrder cancellation fees, fee for Delivery and inspection fees are not covered by the warranty

The Serta sales representative for your retailer was contacted and we were told the following: We will be contacting MsB*** to get her mattress exchanged