[redacted] Complaint: [redacted] I am rejecting this response because: The late charges and past due needs to be... taken care of too. When something is credited back there shouldn't have been payments still due. The company said they would take care of it and it would reflect on the next billing cycle but it is yet to be taken care of. The response always seems to be the same that they will look into it but it never gets solved and the case gets closed before it is taken care of properly. Sincerely, [redacted]
The Serta warranty assures our customers of a quality product. Because comfort is different for everyone and may change over time, comfort is not considered a warranty defect. The warranty lists what would be and what would not be considered a manufacturers defectIf the retailer inspected the mattress and it does not qualify for a replacement product we stand behind that decisionWe never like to hear that our customers are not comfortable, I would suggest rotating the mattress from head to toe to promote even wearAlso, please make sure your frame has center support that extends to the floor supporting the mattress in the center
We have discussed your complaint with the Serta Sales Representative and Serta would like to offer you a 3rd party inspectionOnce inspected we will send the report to sales representative of your retailer for reviewCustomer Service will be contacting you this week
The inspection report was re-reviewed and we have confirmed that there are impressions up to 1/2" on this year old [redacted] mattress The warranty states that 3/4" or more will be considered a defect that will result in a replacementSerta will replace and support the warranty when a mattress is found to be defectiveMemory foam will soften slightly with use, this is not a defectIt was mentioned that the previous mattress was a pillow top, going from a pillow top to a firm mattress may play a part in the noted back issuesYou may want to consider a mattress topper, toppers can add softness to a firm mattress
Complaint: [redacted] 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! [redacted]
Our comment was intended to let you know that we are doing our best with the Serta sales representative to work out a resolutionWe respond to comments to let our customers know they are not being ignored
We have reached out to our customer by phone on 12/1/leaving a voice mail message and again on 12/5/with an emailWe have some questions and would like to discuss this further with herPlease call 888-557-9-EST option one for the U.Sand option two for warrantyPleasereference your file number
There may be some confusion between promotions [redacted] Club was offering a promotional rebate with purchase and I have forwarded the customers information to [redacted] Club to follow upAs for the Serta VIP program, you can register for this promotion on Serta.com. The points earned from this purchase can be applied towards a future purchase as the offer is off the "next" purchaseHowever the VIP program does end at the end of the month and all registrants will be entered into the Serta Insider program, this program differs from the VIP and an email will be sent to you when it starts with additional details.
Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ Have you contacted Sears for warranty service? Was this mattress set sold As-Is and without warranty? Many times products sold at a closeout sale are sold As-Is. Serta customer service will email you to discuss since you did not provide your... phone number.
We apologize that this has been your experienceBoth Serta Direct and Guest Purchase have been notified that you need a call and a resolution as soon as possibleI expect that you will be called on FirdayThank you
(The consumer indicated he/she DID NOT accept the response from the business.) You have a big problem at SERTA, the message you posted must belong to another customer, please get your facts straightYou mentioned "customer on 4/7, 4/13, 4/and again on 4/with no replies or call backs from the customerThis order was placed online with one phone number and one email address, both of which agree with the contact information supplied in this complaintAdditionally [redacted] delivery has called and left up to messages to schedule deliveryFinally; without a response from our customer the order was cancelled and a credit was entered 5/1/less the 15% cancellation feeWe would suggest calling Serta Direct sales to discuss." My order and complaint is on September and not April, THE LAST INFORMATION WAS THAT I WOULD NOT BE CHARGE ANY RESTOCKING FEES OR ANY FEES FOR THE PRODUCT I NEVER RECEIVED"AS FAR AS I KNOW THE ISSUE IS ALREADY CLOSE BUT SERTA'S REPUTATION FOR ME IS DONE!
Complaint: [redacted] I am rejecting this response because: Serta has a very misleading warranty and does not stand behind it. I understand that more than likely nothing will come of this but I hope that this will at least sit out on the Revdex.com site and serve as a warning to consumers who are considering purchasing a Serta mattress. Thank you for your time Sincerely, Robin M***
Initial Business Response / [redacted] (1000, 5, 2015/05/28) */ Serta is working with the local Serta plant as well as the Home Direct delivery team to get this warranty replacement mattress deliveredThe Serta customer service manager has left several messages with our warranty customer and they have not been returnedHe wanted to discuss our offer to accommodate with a refundA refund or deliver will take a few weeks to receiveSerta will not deliver a mattress and offer a refundOur customer will need to let us know which resolution is preferredWe have also offered to refund the delivery fee paid by our customer Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/05/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I just to be doneI have not responded to his call onceI work all dayI would like the full refund Final Business Response / [redacted] (4000, 10, 2015/06/04) */ The allowance offer will be emailed directly to you todayThank you Final Consumer Response / [redacted] (2000, 12, 2015/06/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I just want to be doneI received the e-mail with the offerI accept the offerI need to send the original tags back on the box spring..serta is already in possession of the tags on the mattress
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 My CC has been refunded the full amount Sincerely, [redacted] ***
Serta Direct sales contacted this customer on September 18th to explain that the “PS” does stand for plush and not perfect sleeper. A hotel mattress has been used for possibly a few years, a new mattress can take some time to break in. Our customer understood everything we shared and we offered a full refund to resolve to his satisfaction.
Revdex.com: The response from Serta is that I am to photograph the label attached to the mattress and forward it on to them. They will then get back to me with a response. Therefore this isissue is NOT resolved at this time and we are waiting a further response from Serta. This complaint has NOT been resolved yet!! Sincerely, Kathleen G***
We apologize for the delay in this responseWe have reviewed the product build that was purchased as well as the replacement offered and I see we have a comparable mattress that would be more appropriateSerta customer service will be contacting you this week to make arrangements for this replacement Thank you
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 customerThe 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 systemWe 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
[redacted] Complaint: [redacted] I am rejecting this response because: The late charges and past due needs to be... taken care of too. When something is credited back there shouldn't have been payments still due. The company said they would take care of it and it would reflect on the next billing cycle but it is yet to be taken care of. The response always seems to be the same that they will look into it but it never gets solved and the case gets closed before it is taken care of properly. Sincerely, [redacted]
The Serta warranty assures our customers of a quality product. Because comfort is different for everyone and may change over time, comfort is not considered a warranty defect. The warranty lists what would be and what would not be considered a manufacturers defectIf the retailer inspected the mattress and it does not qualify for a replacement product we stand behind that decisionWe never like to hear that our customers are not comfortable, I would suggest rotating the mattress from head to toe to promote even wearAlso, please make sure your frame has center support that extends to the floor supporting the mattress in the center
We have discussed your complaint with the Serta Sales Representative and Serta would like to offer you a 3rd party inspectionOnce inspected we will send the report to sales representative of your retailer for reviewCustomer Service will be contacting you this week
A representative from Serta for [redacted] will contact you directly to discuss the details of this offerThanks for your patience
The inspection report was re-reviewed and we have confirmed that there are impressions up to 1/2" on this year old [redacted] mattress The warranty states that 3/4" or more will be considered a defect that will result in a replacementSerta will replace and support the warranty when a mattress is found to be defectiveMemory foam will soften slightly with use, this is not a defectIt was mentioned that the previous mattress was a pillow top, going from a pillow top to a firm mattress may play a part in the noted back issuesYou may want to consider a mattress topper, toppers can add softness to a firm mattress
Complaint: [redacted] 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! [redacted]
Our comment was intended to let you know that we are doing our best with the Serta sales representative to work out a resolutionWe respond to comments to let our customers know they are not being ignored
We have reached out to our customer by phone on 12/1/leaving a voice mail message and again on 12/5/with an emailWe have some questions and would like to discuss this further with herPlease call 888-557-9-EST option one for the U.Sand option two for warrantyPleasereference your file number
There may be some confusion between promotions [redacted] Club was offering a promotional rebate with purchase and I have forwarded the customers information to [redacted] Club to follow upAs for the Serta VIP program, you can register for this promotion on Serta.com. The points earned from this purchase can be applied towards a future purchase as the offer is off the "next" purchaseHowever the VIP program does end at the end of the month and all registrants will be entered into the Serta Insider program, this program differs from the VIP and an email will be sent to you when it starts with additional details.
Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ Have you contacted Sears for warranty service? Was this mattress set sold As-Is and without warranty? Many times products sold at a closeout sale are sold As-Is. Serta customer service will email you to discuss since you did not provide your... phone number.
I am sorry to disappoint you, however the retailer has advised that a product refund is not available
We apologize that this has been your experienceBoth Serta Direct and Guest Purchase have been notified that you need a call and a resolution as soon as possibleI expect that you will be called on FirdayThank you
(The consumer indicated he/she DID NOT accept the response from the business.) You have a big problem at SERTA, the message you posted must belong to another customer, please get your facts straightYou mentioned "customer on 4/7, 4/13, 4/and again on 4/with no replies or call backs from the customerThis order was placed online with one phone number and one email address, both of which agree with the contact information supplied in this complaintAdditionally [redacted] delivery has called and left up to messages to schedule deliveryFinally; without a response from our customer the order was cancelled and a credit was entered 5/1/less the 15% cancellation feeWe would suggest calling Serta Direct sales to discuss." My order and complaint is on September and not April, THE LAST INFORMATION WAS THAT I WOULD NOT BE CHARGE ANY RESTOCKING FEES OR ANY FEES FOR THE PRODUCT I NEVER RECEIVED"AS FAR AS I KNOW THE ISSUE IS ALREADY CLOSE BUT SERTA'S REPUTATION FOR ME IS DONE!
Complaint: [redacted] I am rejecting this response because: Serta has a very misleading warranty and does not stand behind it. I understand that more than likely nothing will come of this but I hope that this will at least sit out on the Revdex.com site and serve as a warning to consumers who are considering purchasing a Serta mattress. Thank you for your time Sincerely, Robin M***
Initial Business Response / [redacted] (1000, 5, 2015/05/28) */ Serta is working with the local Serta plant as well as the Home Direct delivery team to get this warranty replacement mattress deliveredThe Serta customer service manager has left several messages with our warranty customer and they have not been returnedHe wanted to discuss our offer to accommodate with a refundA refund or deliver will take a few weeks to receiveSerta will not deliver a mattress and offer a refundOur customer will need to let us know which resolution is preferredWe have also offered to refund the delivery fee paid by our customer Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/05/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I just to be doneI have not responded to his call onceI work all dayI would like the full refund Final Business Response / [redacted] (4000, 10, 2015/06/04) */ The allowance offer will be emailed directly to you todayThank you Final Consumer Response / [redacted] (2000, 12, 2015/06/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I just want to be doneI received the e-mail with the offerI accept the offerI need to send the original tags back on the box spring..serta is already in possession of the tags on the mattress
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 My CC has been refunded the full amount Sincerely, [redacted] ***
Serta Direct sales contacted this customer on September 18th to explain that the “PS” does stand for plush and not perfect sleeper. A hotel mattress has been used for possibly a few years, a new mattress can take some time to break in. Our customer understood everything we shared and we offered a full refund to resolve to his satisfaction.
Revdex.com: The response from Serta is that I am to photograph the label attached to the mattress and forward it on to them. They will then get back to me with a response. Therefore this isissue is NOT resolved at this time and we are waiting a further response from Serta. This complaint has NOT been resolved yet!! Sincerely, Kathleen G***
We apologize for the delay in this responseWe have reviewed the product build that was purchased as well as the replacement offered and I see we have a comparable mattress that would be more appropriateSerta customer service will be contacting you this week to make arrangements for this replacement Thank you
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 customerThe 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 systemWe 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