Serta Mattress Company

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

November 20, Complaint ID#: [redacted] PO Box [redacted] Ivins, UT The following is written verification of our position regarding [redacted] ’s complaint about the disposition of his warranty claim: Mr [redacted] contacted me in March of about a mattress he purchased at [redacted] Mattress in St George, UT, stating during various conversations that he had a mattress that was “breaking down”, that there is a “lump” on the bottom of the mattress or that there were body impressions/sagging on the top of the mattressTo be honest, it is somewhat uncertain about what his complaint about the mattress actually is It is the customer’s responsibility to validate a claim against the warranty Mr [redacted] lives in a remote area that our independent mattress inspection agency, [redacted] Mattress, does not service In that instance, we have an established policy and protocol for validating warranty claims A list of the required information is as follows: A copy of the sales receipt A copy of the law tags Serta Consumer Product Report filled out and returned with needed pictures listed below Pictures needed to validate a claim: The body impression measurement showing the measuring device Full view of the mattress standing at the foot of the bed Full view of the foundation standing at the foot of the bed Full view of the frame showing the center support Any other pictures that show the condition of the mattress Picture of the law tags on the mattress and foundation Pictures accurately showing the defect in question We need this information to validate that the mattress is supported properly per the warranty and that the complaint doesn’t involve product failure caused by factors other than defective workmanship or materials Mr [redacted] has never completely complied with our warranty process He has sent multiple pictures that do not adequately show there is a defect in the mattress He has never emailed a copy of the required sales invoice from [redacted] Mattress to validate his purchaseIf he doesn’t have a copy of the sales receipt, [redacted] Mattress should have it on fileThere is considerable uncertainty about the date of purchase, the actual mattress he has a potential claim regarding or if he purchased a mattress set (mattress and matching foundation)He emailed only pictures of the mattress law tags Does that mean that he did not purchase a matching foundation? Mr [redacted] has sent MANY pictures of his mattress, such as: · a picture of the mattress leaning inadequately supported against a wall · a picture of portion of the top of the mattress with a level across it · pictures of a portion of the side of the mattress not showing any defects · pictures of the mattress on a questionable frame and foundation · pictures of the law tags on the mattress only · picture of the mattress with a string across without a measurement, none of which demonstrate that there is a defect in the mattressHis most recent pictures show the mattress used on a very old foundation that possibly does not support the mattress Pictures measuring defects with strings and rulers have been requested but never received If his concern is a “lump” on the bottom the mattress, he should be able to measure the lumps height and width and take adequate pictures of it to validate a claim If he has body impressions of ½”, he should be able to measure them and take pictures of the measurementsHe has never done so Mr [redacted] has never mentioned in any of our conversations his inability to move the mattress or that he is off work due to injuries There have been months between contact before more pictures are sent that do not adequately show a defect in his mattress Perhaps Mr [redacted] can find someone to help move the mattress and take the pictures needed to validate his claim He said he showed the pictures that were on his cell phone (probably the picture of the mattress leaning against the wall) to [redacted] Mattress and they agreed that the mattress is defective Serta holds the warranty on the product and it is not the dealer’s responsibility to validate a claim Our dealers do not get involved in warranty process If the mattress is deemed to be defective, it would be replaced with the same mattress or a mattress of comparable quality There is no provision for a cash refund in the warranty When Mr [redacted] sends the required pictures and documents needed to validate a claim against the warranty, the information will be evaluated according to the provisions of the warrantyWe make no exceptions in our policy regarding the required documentation needed to validate a claim

The customer will be contacted and arrangements made for an exchange

I have NEVER received worse customer service than from Serta DirectI ordered a $mattress that not only didn't arrive on time, they only shipped a box springThe mattress had been lost somewhereThen I was told it was my responsibility to call Serta and to fix the problemI called daily for daysThe "sleep specialists" have NO concept of customer service beyond recommending an overpriced mattress so they have to "escalate" the matter to a managerMy issue was escalated times and I finally received and email blaming the problem on the shippers and letting me know they would be happy to have my mattress "reissued" and no cost to me (what?) and it would take 7-days for the delivery company to contact me to schedule delivery (I'd heard that before.) I called again and requested a refund, and was told "they could not refund my money without me paying a 15% restocking fee" - on a mattress they lost that I never received and did not cancel I called AGAIN and finally got through to a manager who said my restocking fee would be "waived" under the circumstances and they were refunding my moneyI would receive my refund in 3-business days It is now the 7th business day (about days total) and I still have not received my credit card refund from this horrible company Never, ever will I even consider buying a product from Serta and I will discourage everyone I know from doing the same

The customer will be contacted and arrangements made for an exchange.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

November 20, 2015
Complaint ID#: [redacted]
[redacted]
PO Box
[redacted]
Ivins, UT  84738
The following is written verification of our position
regarding [redacted]’s complaint about the disposition of his warranty
claim:
Mr. [redacted] contacted me in March of...

2015 about a mattress he purchased at [redacted] Mattress in St.
George, UT, stating during various conversations that he had a mattress that was “breaking down”, that there is a
“lump” on the bottom of the mattress
or that there were body impressions/sagging on the top of the mattress. To be honest, it is somewhat uncertain
about what his complaint about the mattress
actually is.
It is the customer’s responsibility to validate a claim
against the warranty.  Mr. [redacted] lives
in a remote area that our independent mattress
inspection agency, [redacted] Mattress, does not service.  In that instance, we have an established
policy and protocol for validating warranty claims.  A list of the required information is as
follows:
A copy
of the sales receipt
A copy
of the law tags
Serta
Consumer Product Report filled out and returned with needed pictures
listed below
Pictures needed to validate a claim:
The
body impression measurement showing the measuring device
Full
view of the mattress standing
at the foot of the bed
Full
view of the foundation standing at the foot of the bed
Full
view of the frame showing the center support
Any
other pictures that show the condition of the mattress
Picture
of the law tags on the mattress
and foundation
Pictures
accurately showing the defect in question
We need this information to validate that the mattress is supported properly per the warranty and
that the complaint doesn’t involve product failure caused by factors other than
defective workmanship or materials.
Mr. [redacted] has never completely complied with our warranty
process.  He has sent multiple pictures
that do not adequately show there is a defect in the mattress.  He has never emailed a copy of the required
sales invoice from [redacted] Mattress to validate his purchase. If he
doesn’t have a copy of the sales receipt, [redacted] Mattress should have it on
file. There is considerable uncertainty about the date of purchase, the actual mattress he has a potential claim regarding or if he
purchased a mattress set (mattress and matching foundation). He emailed only pictures of the mattress law tags. 
Does that mean that he did not purchase a matching foundation?
Mr. [redacted] has sent MANY pictures of his mattress, such as:
·        
a picture of the mattress
leaning inadequately supported against a wall
·        
a picture of portion of the top of the mattress with a level across it
·        
pictures of a portion of the side of the mattress not showing any defects
·        
pictures of the mattress
on a questionable frame and foundation
·        
pictures of the law tags on the mattress only
·        
picture of the mattress
with a string across without a measurement,
none of which demonstrate that there is a defect in the mattress. His most recent pictures show the mattress used on a very old foundation that possibly
does not support the mattress. 
Pictures measuring defects with strings and rulers have been
requested but never received.  If his
concern is a “lump” on the bottom the mattress,
he should be able to measure the lumps height and width and take adequate
pictures of it to validate a claim.  If
he has body impressions of 1 ½”, he should be able to measure them and take
pictures of the measurements. He has never done so. 
Mr. [redacted] has never mentioned in any of our conversations
his inability to move the mattress
or that he is off work due to injuries. 
There have been months between contact before more pictures are sent
that do not adequately show a defect in his mattress.  Perhaps Mr. [redacted] can find someone to help
move the mattress and take the
pictures needed to validate his claim.
He said he showed the pictures that were on his cell phone
(probably the picture of the mattress
leaning against the wall) to [redacted] Mattress and they agreed that the mattress is defective.  Serta holds the warranty on the product and
it is not the dealer’s responsibility to validate a claim.  Our dealers do not get involved in warranty
process.
If the mattress
is deemed to be defective, it would be replaced with the same mattress or a mattress
of comparable quality.  There is no
provision for a cash refund in the warranty.
When Mr. [redacted] sends the required pictures and documents
needed to validate a claim against the warranty, the information will be
evaluated according to the provisions of the warranty. We make no exceptions in our policy regarding
the required documentation needed to validate a claim.

I have NEVER received worse customer service than from Serta Direct. I ordered a $1700 mattress that not only didn't arrive on time, they only shipped a box spring. The mattress had been lost somewhere. Then I was told it was my responsibility to call Serta and to fix the problem. I called daily for 5 days. The "sleep specialists" have NO concept of customer service beyond recommending an overpriced mattress so they have to "escalate" the matter to a manager. My issue was escalated 4 times and I finally received and email blaming the problem on the shippers and letting me know they would be happy to have my mattress "reissued" and no cost to me (what?) and it would take 7-9 days for the delivery company to contact me to schedule delivery (I'd heard that before.) I called again and requested a refund, and was told "they could not refund my money without me paying a 15% restocking fee" - on a mattress they lost that I never received and did not cancel. I called AGAIN and finally got through to a manager who said my restocking fee would be "waived" under the circumstances and they were refunding my money. I would receive my refund in 3-5 business days. It is now the 7th business day (about 13 days total) and I still have not received my credit card refund from this horrible company. Never, ever will I even consider buying a product from Serta and I will discourage everyone I know from doing the same.