Serta customer service has shared this complaint with the retailer and Serta sales representative We have asked for details that went into the decision to deny this warranty claimJust as soon as we hear back from the sales representative we will post an updateA copy of the warranty can be found on Serta.com under the customer care tab, there are details as to why stains may affect the validity of the warrantyThanks for your patience
? Complaint: [redacted] 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 [redacted]
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
Initial Business Response / [redacted] (1000, 5, 2015/10/01) */ Serta Direct will be contacted for responseUpdate to follow Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/10/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response / [redacted] (1000, 9, 2015/10/01) */ A representative from Serta Direct Sales will be in contact with you to resolve to your satisfaction
Complaint: [redacted] I am rejecting this response because:In addition to being totally unprofessional and dressed like a slobThrowing a weight over the mattress does not define saggingA number would be an obvious issue but GET ON THE MATTRESS and as you roll down the sides it will be obvious that the mattress has severe comfort problemsThen the man says quote "he can tell there is a problem." I asked what he saw and he stated "he is not allowed to talk to me about it but this is often a problem with Serta" I asked him about other manufacturers and he said he "can't recommend nor talk." As he tore up my bedroom letting my headboard crash down and leaving my bedroom a disaster he asked why I had a board on the box spring and I stated clearly that with my prior year old mattress we had it and the delivery men who took my old mattress was asked to take it with them and they in turn put it is back on the box springI was never ever told by Serta or the delivery men and even the inspector that this could create a problem having the boardIf so why did both crews put the board BACK on the bedThis is all a lame excuse by SertaAlso why do Mattress retail stores have better warranties with that Serta honoring for to days then the consumer has with Serta direct or through [redacted] for only daysFinally this process is disgracefully painful and just disgustingSerta owes me a product that cost $to last longer than monthsWhy am I being treated like a criminal and not with any dignity or respect.I understand there is a process but not at the cost of the consumers rights and through their pocket book Sincerely, [redacted]
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 meSincerely, [redacted]
? Complaint: [redacted] I am rejecting this response because: [redacted] 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, [redacted] ***
We were advised by the representatives on the Serta Direct program that they were trying to resolve with their customerI will follow for status and update as soon as I have additional information
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 dissipationEvery body will react differentlySerta 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
Initial Business Response / [redacted] (1000, 5, 2014/04/04) */ [redacted] order was returned on 2/28/and the credit was not authorized until 4/2/This delay is unacceptable and we are updating our process to fix future delaysI apologize for this and within days depending on your statement cycle you will see the merchandise return creditAs you know at that time [redacted] will refund your first payment of $Your credit rating will not be affected Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/04/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, this is okay with meThank you
Complaint: [redacted] 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, [redacted] ***
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 protector It doesn't look like the pillows and pet bed were refunded If this is not resolved please contact Serta Direct Sales at [redacted]
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/ 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
Complaint: [redacted] I am rejecting this response because: The comparable FOAM mattress was still and additional plus dollarsSo I still would have been forced to pay an exorbitant amount of money for a "Comparable Foam Mattress" ? I did not want to take a chance with the same foam mattress since it did not even last years before it failedSit was pay an additional plus dollars or switch to a different Serta mattress for an additional Sincerely, Edwin ***
I was advised by Serta Direct Sales that the refund was in full,? no deduction of? fees.? For further questions call [redacted] and the Serta Direct team will share the dates and amounts of credits applied
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 [redacted] 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
I apologize for the delay in answering this complaint.? I reviewed Serta's warranty claim for this customer [redacted] , and found that we sent an letter to our warranty customer offering a replacement mattress.? We will follow up today to confirm the letter was received
Serta customer service has shared this complaint with the retailer and Serta sales representative We have asked for details that went into the decision to deny this warranty claimJust as soon as we hear back from the sales representative we will post an updateA copy of the warranty can be found on Serta.com under the customer care tab, there are details as to why stains may affect the validity of the warrantyThanks for your patience
? Complaint: [redacted] 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 [redacted]
We will watch for your claim form and offer an inspection of your mattress set
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
Serta customer service will be in contact with our customer to discuss further
Initial Business Response / [redacted] (1000, 5, 2015/10/01) */ Serta Direct will be contacted for responseUpdate to follow Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/10/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response / [redacted] (1000, 9, 2015/10/01) */ A representative from Serta Direct Sales will be in contact with you to resolve to your satisfaction
Complaint: [redacted] I am rejecting this response because:In addition to being totally unprofessional and dressed like a slobThrowing a weight over the mattress does not define saggingA number would be an obvious issue but GET ON THE MATTRESS and as you roll down the sides it will be obvious that the mattress has severe comfort problemsThen the man says quote "he can tell there is a problem." I asked what he saw and he stated "he is not allowed to talk to me about it but this is often a problem with Serta" I asked him about other manufacturers and he said he "can't recommend nor talk." As he tore up my bedroom letting my headboard crash down and leaving my bedroom a disaster he asked why I had a board on the box spring and I stated clearly that with my prior year old mattress we had it and the delivery men who took my old mattress was asked to take it with them and they in turn put it is back on the box springI was never ever told by Serta or the delivery men and even the inspector that this could create a problem having the boardIf so why did both crews put the board BACK on the bedThis is all a lame excuse by SertaAlso why do Mattress retail stores have better warranties with that Serta honoring for to days then the consumer has with Serta direct or through [redacted] for only daysFinally this process is disgracefully painful and just disgustingSerta owes me a product that cost $to last longer than monthsWhy am I being treated like a criminal and not with any dignity or respect.I understand there is a process but not at the cost of the consumers rights and through their pocket book Sincerely, [redacted]
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 meSincerely, [redacted]
? Complaint: [redacted] I am rejecting this response because: [redacted] 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, [redacted] ***
We were advised by the representatives on the Serta Direct program that they were trying to resolve with their customerI will follow for status and update as soon as I have additional information
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 dissipationEvery body will react differentlySerta 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
Initial Business Response / [redacted] (1000, 5, 2014/04/04) */ [redacted] order was returned on 2/28/and the credit was not authorized until 4/2/This delay is unacceptable and we are updating our process to fix future delaysI apologize for this and within days depending on your statement cycle you will see the merchandise return creditAs you know at that time [redacted] will refund your first payment of $Your credit rating will not be affected Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/04/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, this is okay with meThank you
Complaint: [redacted] 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, [redacted] ***
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 protector It doesn't look like the pillows and pet bed were refunded If this is not resolved please contact Serta Direct Sales at [redacted]
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/ 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
Complaint: [redacted] I am rejecting this response because: The comparable FOAM mattress was still and additional plus dollarsSo I still would have been forced to pay an exorbitant amount of money for a "Comparable Foam Mattress" ? I did not want to take a chance with the same foam mattress since it did not even last years before it failedSit was pay an additional plus dollars or switch to a different Serta mattress for an additional Sincerely, Edwin ***
I was advised by Serta Direct Sales that the refund was in full,? no deduction of? fees.? For further questions call [redacted] and the Serta Direct team will share the dates and amounts of credits applied
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 [redacted] 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
The retailer is working with you.?
I apologize for the delay in answering this complaint.? I reviewed Serta's warranty claim for this customer [redacted] , and found that we sent an letter to our warranty customer offering a replacement mattress.? We will follow up today to confirm the letter was received