? Complaint: [redacted] I am rejecting this response because: The response says they will reply with more information later and it is not the retailers responsibility to address the warranty issue Sincerely, Deborah N [redacted]
Cooper lakes queen mattres has huge bad quality...or not quality at all...clearly you can see in the pictures how is falling apart.Is painfully to lay on it because of the dipping/sagging of the mattres Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
We have forwarded this information in this complaint to the Serta Sales Representative of this retailerWe apologize for the delay in getting your mattress evaluated for manufacturers defectsI expect our customer will receive a call in the next day or two to discuss next steps
? 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 Sincerely, Dejuana F*
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 Sincerely, As I stated, [redacted] listened to my complaint, then put me on hold for minutes only to hang up on meI simply want some resolution to the misleading advertisement and discrepancy in what the floor model and actual model sent areI await a phone call in hopes to get this resolvedI did months of research and approximately hours lying on this model in different retailers before purchasing only to find out I did not get the feel I expected, not the "great deal" now to be told I will lose $because I got a much softer mattress than the models I laid on I reserve the right to file another complaint if it is not resolved over the telephoneI worked hard to save $for that mattress and am not in the habit of giving away $that I worked hard for [redacted]
The mattress has been inspected and does not qualify for a warranty replacementWe are sorry to disappoint out customer however we will not be replacing the mattress at this timeIf you would like to call us in six months we will re-inspect the mattress without cost
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
The Serta factory, Serta Direct Sales (Serta.com), as well as the [redacted] home delivery are well aware this is an escalated issueSpecial steps have been taken to make sure the consumer receives her order for bed sets as soon as possibleWe are verifying right now that both sets will be in perfect condition as they are delivered to the [redacted] home delivery agent tomorrow, August 2nd This is the only update that I can offer at this time
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 itAs long as the retailer offers a comfort trial (charges may apply) you can return this mattress for a firmer style
Complaint: [redacted] I am rejecting this response because: with the business contacted me they were of absolutely no help they instructed me to fill out all the paperwork again and mail it inThat is not an acceptable response and I would like you guys to keep working on the problem Sincerely, [redacted]
Initial Business Response / [redacted] (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 / [redacted] (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
We never want to hear that a valued customer does not find a mattress comfortable .This plush style mattress was inspected for defects and the impressions show wear.? The box spring and the frame being used is? supportive to the mattress setThis mattress is from the Sertapedic collection which is a starting point in Serta brand mattresses, up from here is the Perfect Sleeper and then [redacted] and iSeries collections.? We understand increasing the quality increases the price of the mattress, we offer an array of products to fit all comfort and budgets.? The Glisten Plush mattress purchased from [redacted] has coil count innerspring and 2" of comfort foamIt seems as though what is need here is a thicker mattress with more comfort layersThis is a comfort issue and not a manufacturing issueWe would suggest purchasing a mattress topper for this mattress; this will add some comfort to the top of the mattressAll mattresses are one sided meaning they can only be rotated head to toe to promote even wear and not flipped over to use the other side
Date Sent: 5/29/12:30:PMOn 5/we contacted our warranty? customer to discuss furtherThe replacement mattress delivered? to our customer? was a comparable product selected by our merchandising departmentWarranty replacements do not have a comfort guarantee which the retailer may have offeredWe will send an email our customer to further explain
I apologize for the delay in our responseOn 11/11/2016? our customer was refunded $1,which was the amount of order - no fees or other charges were held from the refund processed
? 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] ***
We understand your complaint and? expect a higher experience from your retailer.? Your complaint has been escalated and we have asked? [redacted] to reach out to you to resolve the issues surrounding your orderThank You? for your business.?
? Complaint: [redacted] I am rejecting this response because: The response says they will reply with more information later and it is not the retailers responsibility to address the warranty issue Sincerely, Deborah N [redacted]
Cooper lakes queen mattres has huge bad quality...or not quality at all...clearly you can see in the pictures how is falling apart.Is painfully to lay on it because of the dipping/sagging of the mattres Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
We have forwarded this information in this complaint to the Serta Sales Representative of this retailerWe apologize for the delay in getting your mattress evaluated for manufacturers defectsI expect our customer will receive a call in the next day or two to discuss next steps
Our customer was contacted on 8/12/16.? An email was just sent to him to resolve his complaint
? 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 Sincerely, Dejuana F
*
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 Sincerely, As I stated, [redacted] listened to my complaint, then put me on hold for minutes only to hang up on meI simply want some resolution to the misleading advertisement and discrepancy in what the floor model and actual model sent areI await a phone call in hopes to get this resolvedI did months of research and approximately hours lying on this model in different retailers before purchasing only to find out I did not get the feel I expected, not the "great deal" now to be told I will lose $because I got a much softer mattress than the models I laid on I reserve the right to file another complaint if it is not resolved over the telephoneI worked hard to save $for that mattress and am not in the habit of giving away $that I worked hard for [redacted]
The mattress has been inspected and does not qualify for a warranty replacementWe are sorry to disappoint out customer however we will not be replacing the mattress at this timeIf you would like to call us in six months we will re-inspect the mattress without cost
Serta Customer Service will be in contact with you today or Friday to discuss further
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
The Serta factory, Serta Direct Sales (Serta.com), as well as the [redacted] home delivery are well aware this is an escalated issueSpecial steps have been taken to make sure the consumer receives her order for bed sets as soon as possibleWe are verifying right now that both sets will be in perfect condition as they are delivered to the [redacted] home delivery agent tomorrow, August 2nd This is the only update that I can offer at this time
Please check with your retailer when they will allow a re-inspection, usually this is 3-months
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 itAs long as the retailer offers a comfort trial (charges may apply) you can return this mattress for a firmer style
Complaint: [redacted] I am rejecting this response because: with the business contacted me they were of absolutely no help they instructed me to fill out all the paperwork again and mail it inThat is not an acceptable response and I would like you guys to keep working on the problem Sincerely, [redacted]
Initial Business Response / [redacted] (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 / [redacted] (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
We never want to hear that a valued customer does not find a mattress comfortable .This plush style mattress was inspected for defects and the impressions show wear.? The box spring and the frame being used is? supportive to the mattress setThis mattress is from the Sertapedic collection which is a starting point in Serta brand mattresses, up from here is the Perfect Sleeper and then [redacted] and iSeries collections.? We understand increasing the quality increases the price of the mattress, we offer an array of products to fit all comfort and budgets.? The Glisten Plush mattress purchased from [redacted] has coil count innerspring and 2" of comfort foamIt seems as though what is need here is a thicker mattress with more comfort layersThis is a comfort issue and not a manufacturing issueWe would suggest purchasing a mattress topper for this mattress; this will add some comfort to the top of the mattressAll mattresses are one sided meaning they can only be rotated head to toe to promote even wear and not flipped over to use the other side
We show this order was delivered Saturday August 5th and our customer accepted it.
Date Sent: 5/29/12:30:PMOn 5/we contacted our warranty? customer to discuss furtherThe replacement mattress delivered? to our customer? was a comparable product selected by our merchandising departmentWarranty replacements do not have a comfort guarantee which the retailer may have offeredWe will send an email our customer to further explain
I apologize for the delay in our responseOn 11/11/2016? our customer was refunded $1,which was the amount of order - no fees or other charges were held from the refund processed
? 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] ***
We understand your complaint and? expect a higher experience from your retailer.? Your complaint has been escalated and we have asked? [redacted] to reach out to you to resolve the issues surrounding your orderThank You? for your business.?