I was advised that the original order [redacted] was cancelled and picked up from the customer’s home and a full refund was authorized The new orders ( [redacted] ) show a scheduled delivery date of 1/4/We apologize for the confusion from our third party delivery company regarding the first order [redacted]
Per Serta Direct Sales Support: We have noted in the system where we called and emailed our customer on 4/7, 4/13, 4/and again o 4/with no replies or call backs from the customer The order was placed online and we have no record of him contacting the call center even once in attempt to resolve MXD delivery shows the following notes in their system We tried multiple times to contact this customer to schedule delivery with literally nothing from him at all I verified that the contact information in this order in the same as in this complaint Mr [redacted] , please call[redacted] and reference your order to discuss
Complaint: [redacted] I am rejecting this response because: as a major corporation you obvious don't care about your customersI am not interested in company excuses and explanationsIf I knew your company could have canceled the promotion at any time I would have not purchased this mattressThis was a marketing scam and your company knows it Sincerely, [redacted] ***
Serta Direct manager? spoke with their? customer earlier today? advising that the refund will be applied when the mattress is picked up from their home.? The mattress was picked up today and the refund? will be applied less the agreed? upon feesOur customer can? expect the? an update? as soon as we received confirmation.? Our customer will see the credit in one? to two billing cycles
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
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 meThey have called me already and have promised to deliver the item I ordered and remove the incorrect item at no additional charge Sincerely, [redacted] ***
I have reached out to [redacted] to get their inspection results Stains may affect the validity of the warranty, it depends of the type of stain, if liquid in nature it could affect the foam layers below the surface I also need to understand if the impression measurements show a defectBecause comfort is an individuals determination; comfort in itself is not covered by the warranty as a defectBoth [redacted] and Serta support the warranty as writtenWe will review [redacted] assessment to make sure the warranty was followedThanks for you patience
When we replace a product under warranty we research product builds to? select a replacement that has the same? comfort and quality.? Because models change every few years and new innersprings, foams and fabrics are? introduced we will be choosing from? current availability ? There may be some subtle differences, however your replacement has been confirmed to be the best possible comparable to the mattress that was purchased.? You may want to purchase a mattress topperYour warranty continues from the day of the first purchase if you every feel that it may be defective as defined in the warranty please call Serta.? Thank you
Revdex.comI'm glad it's overAfter phone calls from me, I finally got one call from SertaHorrible customer service! I have reviewed the responsehe business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted]
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
This has been a terrible experience for you, my sincerest apology I have reached out to Serta Direct Sales team to understand if the delivery on 5/27/was finally the correct mattressWe will be in contact with you to confirm Thank you for being a Serta customer
I searched the Serta customer service data base and I do not show a record of your contacting us to discussA customer service representative will be in touch with you within the next dayThank You
We will follow up with the retailer and the Serta Sales representative to see if we can resolve this complaintWe expect an update within a few business days
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 [redacted] 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
The third party inspection company reports: Stain Location/Size/Color The mattress has a large number of gray and brown colored stains of different sizesThe staining is all over the mattressMr***, This mattress was not well maintained, a mattress protector is always suggested As noted above, the warranty states that stains may affect the validity of the warrantyIf there is a small stain not in the area of a defect it is taken into considerationHowever this is not what the inspection company shared with Serta customer service
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] ***
I apologize the delay in our responseCustomer service will be contacting you today or tomorrow to resolve
I was advised that the original order [redacted] was cancelled and picked up from the customer’s home and a full refund was authorized The new orders ( [redacted] ) show a scheduled delivery date of 1/4/We apologize for the confusion from our third party delivery company regarding the first order [redacted]
Per Serta Direct Sales Support: We have noted in the system where we called and emailed our customer on 4/7, 4/13, 4/and again o 4/with no replies or call backs from the customer The order was placed online and we have no record of him contacting the call center even once in attempt to resolve MXD delivery shows the following notes in their system We tried multiple times to contact this customer to schedule delivery with literally nothing from him at all I verified that the contact information in this order in the same as in this complaint Mr [redacted] , please call[redacted] and reference your order to discuss
Complaint: [redacted] I am rejecting this response because: as a major corporation you obvious don't care about your customersI am not interested in company excuses and explanationsIf I knew your company could have canceled the promotion at any time I would have not purchased this mattressThis was a marketing scam and your company knows it Sincerely, [redacted] ***
Serta Direct manager? spoke with their? customer earlier today? advising that the refund will be applied when the mattress is picked up from their home.? The mattress was picked up today and the refund? will be applied less the agreed? upon feesOur customer can? expect the? an update? as soon as we received confirmation.? Our customer will see the credit in one? to two billing cycles
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
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 meThey have called me already and have promised to deliver the item I ordered and remove the incorrect item at no additional charge Sincerely, [redacted] ***
I have reached out to [redacted] to get their inspection results Stains may affect the validity of the warranty, it depends of the type of stain, if liquid in nature it could affect the foam layers below the surface I also need to understand if the impression measurements show a defectBecause comfort is an individuals determination; comfort in itself is not covered by the warranty as a defectBoth [redacted] and Serta support the warranty as writtenWe will review [redacted] assessment to make sure the warranty was followedThanks for you patience
We reached out to your retailer who advised they will start the warranty process and ask you to send photos of the mattress
When we replace a product under warranty we research product builds to? select a replacement that has the same? comfort and quality.? Because models change every few years and new innersprings, foams and fabrics are? introduced we will be choosing from? current availability ? There may be some subtle differences, however your replacement has been confirmed to be the best possible comparable to the mattress that was purchased.? You may want to purchase a mattress topperYour warranty continues from the day of the first purchase if you every feel that it may be defective as defined in the warranty please call Serta.? Thank you
Revdex.comI'm glad it's overAfter phone calls from me, I finally got one call from SertaHorrible customer service! I have reviewed the responsehe business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted]
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
This has been a terrible experience for you, my sincerest apology I have reached out to Serta Direct Sales team to understand if the delivery on 5/27/was finally the correct mattressWe will be in contact with you to confirm Thank you for being a Serta customer
I have reached out to Serta Direct sales, they will be in contact with you directly
I searched the Serta customer service data base and I do not show a record of your contacting us to discussA customer service representative will be in touch with you within the next dayThank You
We will follow up with the retailer and the Serta Sales representative to see if we can resolve this complaintWe expect an update within a few business days
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 [redacted] 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
The third party inspection company reports: Stain Location/Size/Color The mattress has a large number of gray and brown colored stains of different sizesThe staining is all over the mattressMr***, This mattress was not well maintained, a mattress protector is always suggested As noted above, the warranty states that stains may affect the validity of the warrantyIf there is a small stain not in the area of a defect it is taken into considerationHowever this is not what the inspection company shared with Serta customer service
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 [redacted] and find that this resolution is satisfactory to meSincerely, [redacted] ***