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Serta, Inc.

Additional Locations

Phone: (888) 557-3782 Fax: (847) 747-0523 View Additional Phone Numbers 2600 Forbs Ave, Hoffman Estates, IL 60192 View Additional Email Addresses http://www.serta.com View Additional Web Addresses


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Serta, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Serta, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 159 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

159 complaints closed with BBB in last 3 years | 44 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 14
Billing/Collection Issues 4
Delivery Issues 12
Guarantee/Warranty Issues 40
Problems with Product/Service 89
Total Closed Complaints 159

Customer Reviews Summary Read customer reviews

6 Customer Reviews on Serta, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 1
Negative Experience 5
Total Customer Reviews 6

Additional Information

BBB file opened: July 18, 2000 Business started: 05/01/1989 Business started locally: 05/01/1989
Type of Entity

Limited Liability Company (LLC)

Business Management
Mrs. Pam J Llanuza, Customer Service Manager Mr. Robert L. Sherman, President Ms. Pam Llanuza, Customer Service Manager
Contact Information
Customer Contact: Ms. Pam Llanuza, Customer Service Manager
Principal: Mrs. Pam J Llanuza, Customer Service Manager
Principal: Mr. Robert L. Sherman, President
Business Category

Bedding Mattresses Mattress & Bedding Stores All Other Home Furnishings Stores (NAICS: 442299)

Alternate Business Names
National Bedding Serta Serta International Serta Mattress Co. Serta National

Customer Review Rating plus BBB Rating Summary

Serta, Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 2600 Forbs Ave

    Hoffman Estates, IL 60192 (888) 557-3782

  • 2600 Forbs Ave

    Hoffman Estates, IL 60192 (888) 557-3782

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/26/2016 Problems with Product/Service
8/24/2016 Problems with Product/Service
8/23/2016 Problems with Product/Service
8/6/2016 Problems with Product/Service
7/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am tired of the problems I have had with the delivery and the make of this mattress. My first mattress from SERTA purchased at ***** was damaged , it looked like and accordion that was pregnant. The second replacement mattress slowly started deteriorating after 2 and a half weeks. This mattress is a $1400 mattress by SERTA called the ********* ultra plush mattress set. I have air pockets in my mattress that feels like I am sleeping on a jumbled mess of several sheets thrown together and the side I sleep on the pillow top section has caved in and will not bounce back. The mattress looked lop sided when they delivered it, but I had hoped it was something temporary. If you cannot make a decent mattress stop making them. I am tired of all of the problems overall with this purchase, quality, and craftsmanship of this mattress. I want action by SERTA NOW TO FIX THIS PROBLEM. I am going to have to ask for another replacement, three times is a charm..

Desired Settlement: I want an upgrade to the next best mattress by SERTA at no extra charge and or I want a $ 400 SERTA gift card. I WANT SERTA TO OVERSEE MY NEXT MATTRESS MAKING AND DELIVERY. I FRUSTRATED AND TIRED OF THIS MESS.

Business Response:

We understand your complaint and expect a higher experience from your retailer.  Your complaint has been escalated and we have asked *****

to reach out to you to resolve the issues surrounding your order. Thank You for your business. 

Consumer Response:

I also expect better quality from SERTA, ***** did not make the mattress, this is a defect in this mattress this is my second one and there are numerous complaints on the web about this mattress and air pockets with lumps and waves forming. I expect you SERTA to also help in this matter as soon as possible. You need to contact ***** at the ***** store.

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Sincerely,

****** ******

7/29/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 05/31/2016 PLACED ORDER WITH SERTA FOR MATTRESS AND BOXSPRINGS CALLED SEVERAL TIME FOR DELIVERY THEY SAID DELIVERY COMPANY HAD WRONG PHONE NUMBER. I GAVE THEM CORRECT PHONE NUMBER. ON SERTA END THEIR CUSTOMER SERVICE REPRESENTATIVE CALLED ME A "BEAST" AT THAT POINT I CANCLLED MY ORDER. I WAS TOLD I WOULD RECEIVE A FULL REFUND OF $4,169.40 HAVE YET TO HAVE IT CREDITED AFTER MULTIPLE CONVERSSTIONS WITH THE COMPANY

Desired Settlement: REFUND OF $4,169.40

Business Response: I apologize that this was your experience, this is not the quality of service you should expect. I have reached out to the Serta account manager for Serta Direct and will confirm the amount of the refund. Serta Direct will be in contact with you today. Thank you.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Sincerely,

******* ******

7/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My family and purchased a serta mattress "cooper lakes ET QUEEN" on 04/08/2016;we paid $802.50 with our 1 year family savings. Delivery date 04/16/2016. we started seeing the sagging/dipping in about 4 days,it only got worse as the weeks went; We contacted the retailer and all we got was nasty lies and we got pushed to purchased another mattress. I HAVE SEVERE CHRONIC BACK PAIN AND AM GONNA HAVE A FUSE BACK SURGERY....WE CAN NOT SLEEP ON THIS MATTRESS. I called serta costumer "no " service on june 24/2016 call length 48 minutes and ended up call at 1:54 pm reference number ****** ....I explained again the poor quality of the cooper lakes mattresss (now even the sticches are comin apart), and they told me to deal with the retailer. I talked to a supervisor name *** and all I got was that his employee **** denied quality issues with the matress.....GLEN came over to our nest and he agreed with the bad quality of mattress,days later he denied that to his manager *** **********.. SERTA CUSTOMER SERVICE TOLD ME NOT TO CONTACT THE BBB.... I HAVE TO PLACE THIS COMPLAINT

Desired Settlement: A REPLACEMENT OR A TOTAL REFUND OF $802.50

Business Response: We have reached out to the Serta sales representative of this store for additional information. Once we understand the inspection results we can better explain the warranty.  Expect to have an additional comment this week.

Consumer Response:

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: ********

I am rejecting this response because:

Sincerely,

**** *******

 

Business Response: The retailer is working with you. 

7/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased Serta Mattress in 2014. Filed a warranty claim 4/30/2016 because the center of the mattress sags. They sell the product with a 25 year warranty, against issues like sagging I the middle. I had to pay $35 for their Inspector and they did not uphold their warranty. When my husband lays in middle of bed, the bed slopes down like a hill. We purchased this mattress with the guarantee and warranty this would not happen. They did not uphold their promise and warranty.

Desired Settlement: I would like the warranty honored and the mattress replaced. We paid a lot of money for this mattress based on this warranty. The warranty is worthless if the mattress sags, and I will be forced to spend my own money to replace it.

Business Response: Thank you for the information shared, we would be happy to look into this for you with the retailer. Customer service will call you Friday to discuss.

7/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We ordered a mattress from Serta over the phone. I had slept in a mattress and actually got a good night's sleep, so I photographed the "law tag" to try and order the mattress. I called in and explained the mattress I wanted and placed an order. I asked several times to verify the mattress type to ensure what I ordered was indeed the mattress I slept on. When the mattress arrived there were several issues with the delivery company they used - please note I gave them feedback on that, but do not require anything more as no long term damage was done. However, after the mattress was set up in our bedroom we realized it was the wrong one. It was over twice the weight of the mattress I slept on (I have a photo of the law tag and serial number for the model of the original and of the one delivered). I called SERTA on June 10th to get the correct mattress delivered. They requested I send them photos of the law tags - which I did. I have since phoned in several times, and each time they assure me a "supervisor" or "our headquarters" will get back to me, but they still haven't. I called again today and they apologized for the delay, but nothing has come from it. It has been 30 days since they sent us the wrong mattress, and no one has contacted me about resolution despite my repeated attempts to contact them to get this fixed. They sent me the wrong mattress. The really bad part out of all this is that the mattress they sent is actually causing more back pain than my previous mattress - so I've been going on 30 days of really poor sleep as a result of their inability to deliver the product I ordered.

Desired Settlement: I want the mattress I ordered. If they are unable to deliver that mattress, then I want a full refund and they can arrange to have the incorrect mattress returned to them.

Business Response:

We apologize that this has been your experience. Both Serta Direct and Guest Purchase have been notified that you need a call and a resolution as soon as possible. I expect that you will be called on Firday. Thank you

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. They have called me already and have promised to deliver the item I ordered and remove the incorrect item at no additional charge.

Sincerely,

******* *****

6/21/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Serta mattress that said it was 15.5" thick in the description and when it was received it is less than 12" thick. I have called ***** and argued with them until I am tired and they claim it is a Serta problem. So I called Serta and they say it is a ***** problem. I personally believe that one or both are at fault. ***** finally said they would take it back , if I pay a 15% restocking fee and 69 dollar pickup fee. I am not at fault here. I should not have to pay to exchange a fraudulent described product. I would like to exchange this mattress for one of the thickness I was led to believe I was getting. I am not at all happy with what I received

Desired Settlement: Would like to have the mattress of the right thickness that was stated in the item description, without having to pay additional charges to get it

Business Response: We have contacted the Serta product developers for the approximate height of this Sears mattress model.  Will have an update within the next few days.

Consumer Response:
Complaint: ********

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 $115 . 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 you. I seriously doubt it. Still not happy with your so called offer to resolve your mistake!

Sincerely,

****** *****

Business Response:

Please clarify your most recent response.  Serta is not charging a delivery fee for a replacement of another model that is closer to the mattress height that you requested.

6/11/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a bed from Serta on April 26, 2016, it turned out this was the wrong bed. Serta place the supposed correct order for me, which turned out to be another incorrect order. When I contacted them regarding the error, they seemingly showed no care and did not want to discuss the matter with me. I was then made to wait for days before they would finally place the order for the correct bed. Come 5 days later, I finally receive the bed, only to realize that it is not the correct bed. Although packing slip shows correct bed, the stickers on the bed confirm this bed was the original incorrect order. So after the right order was placed, I still received the incorrect order. I spoke with a supervisor who asked for proof. After said proof, she said that I will receive the correct bed. It is now 10 days later and they have not even started making my bed, according to the tracker. So here I am stuck with the incorrect bed, and no resolution to get what I had ordered. I am looking to finally get my correct bed and it seems that I am being ignored by Serta, as they are not even trying to produce my correct order.

Desired Settlement: I am looking for the correct mattress that I had ordered, Concierge Suite II Pillowtop, not the plush. I also think that I deserve a cost reduction for the poor customer service, and the fact that the bed can be found cheaper at other retailers.

Business Response: 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 5/27/16 was finally the correct mattress. We will be in contact with you to confirm.  Thank you for being a Serta customer.

6/8/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On April 16. 2016 Serta verified my bed was faulty. They refuse to send me a new product. After a month of begging for them to honor our contract I was told the product will ship May 26. Today (June 2nd) I was told they will ship June 6th. I believe Serta is being malicious and acting in bad faith. I also believe they have no intention of following through with our contract. They are aware their faulty product is causing me pain.

Desired Settlement: the following is a list of my desired outcomes: Delivery of order, modification/discontinuance of advertised warranty, apologize, for BBB information, and investigation into Sertas' business practices. It is dangerous to force someone to sleep on a broken defective bed for months.

Business Response: We spoke with our warranty customer yesterday and explained that his replacement mattress is scheduled for delivery to the *** delivery agent on June 6th. By mid next week he should receive a call to schedule delivery. We will follow this order closely so that it is delivered as soon as possible.

Consumer Response:  
Complaint: ********

I am rejecting this response because: The point of my complaint is not in regards to when I receive my mattress (Which I have received at this point). The point of my complaint is that it took Serta two months to honor their warranty. They were aware their product was faulty and causing pain. I believe they acted in bad faith. I believe they are doing this to many other people. What if I was a 90 year old man that didn't know how to seek help from the BBB? How many other people are they forcing to sleep in faulty beds because they don't want to honor their warranty? The amount of hoops and begging I had to do is not something a normal person would want/should have to go through. My point is that it's dangerous for Serta to make people sleep on a mattress that's faulty for TWO MONTHS. DANGEROUS. There is nothing more I want from Serta. I just want to make the BBB aware, and therefore responsible, that Serta is hurting their customers on purpose. I strongly suggest a review into this companies policies and practices. 

Sincerely,
****** ****

6/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchase a mattress cover from Serta.com, Order # *****. I found it was going to be to big/fat for my mattress, so I returned the item at my expense, unopened, to the address they supplied me. Package was returned on 05/12/16 via ****** Tracking # ************. I followed up via their 800# a week later, and they said someone would be contacting me within 24 hrs. I followed up again 2 days later, with the same response. They had no clue the item had been returned. I sent a e-mail to the corporate offices desiring a call back or e-mail on the status of my refund, and have received neither. Their website shows no change in the status of my order, and my credit card shows no sign of a refund.

Desired Settlement: Refund, minus there stocking fee.

Business Response: I will reach out to the Serta Direct Sales team for additional information regarding the return of this order.  I will update shortly with status.

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
My CC has been refunded the full amount.

Sincerely,

**** *****

6/3/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We received a replacement mattress October 2015 due to the worry no more protection plan we had purchased when we had bought our original mattress. Within a couple months we noticed quite a sag toward the middle of the mattress. 2 weeks ago we had a inspector come and check out our mattress and they deemed it as a faulty mattress and it would be covered under their warranty. We began the process to get a new mattress under the warranty that Serta Mattress claims to offer only to find out that we will have to pay for another mattress and in return be reimbursed for it once their company picks up the faulty mattress. My problem is No where in the warranty does it state that in order for the warranty to be valid will the consumer have to buy another mattress and then wait for a check from the company why can't this company schedule a delivery and a pick up at the same time?

Desired Settlement: I would like a exchange down without me having to pay anymore money considering I've already spent $1200 on this mattress.

Business Response:  The Serta mattress that you purchased is warrantied by Serta; however the retailer administers the warranty according to their store policies. We will contact you directly to discuss.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Sincerely,

****** *******

5/25/2016 Guarantee/Warranty Issues
5/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Originally I purchased a Honoree pillow top mattress after following the advice of a salesperson who was fired for numerous reasons. The mattress was also weeks late and I was told lies about what happened,. The salesperson lied to me during the entire sales process and was confirmed to be a liar by a current employee. All I wanted was to return the mattress according to their guidelines and order the Honoree firm. I was informed that their inventory changed and they wanted me to pay an additional $1100 to replace the mattress of an equal value. Supervisor **** offered no assistance and would only waive the $200 pick up fee. Serta wants me to pay $3800 for a $2800 mattress. No one has offered to listen to my concerns and could care less about helping me. Big scam with Serta. Supervisor ***** could care less about her job nor does she care about the clients.

Desired Settlement: Exchange the mattress for an appropriate price.

Business Response: We have shared your experience with the ecommerce site where purchased. Serta does offer a 120 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 charged. I will update further when information is passed along.

4/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We bought a mattress based on a promotion they were running. We had an option to buy a mattress that a customer returned, so it would have been cheaper or go with a new one that came with a promotion. We decided to take the one with the promotion which offered $1000 after 10 years on the purchase of a new mattress. I bought the mattress on Dec 17, 2015 and finally got to register it on 4/12/16 only to be told that they no longer are doing that promotion called viprewards but they do have another reward program but I don't qualify for it because I registered my mattress too late. I never received any information that said I had to register my mattress by a certain time frame. I have the receipt as proof and I want to be compensated for buying a mattress with a promotion that they discontinued. When I called, they were rude and act like they have no time for customers. I should not have to fight for something that was offered when I bought the mattress. I was told my old promotion was cancelled and i don't qualify for the new promotion because I missed a deadline and I bought my mattress before the new promotion started. In my opinion the company did this as a scam to get people to buy the mattress and then back out act like that nothing can be done. I feel like I should receive at least a credit towards a purchase of a serta foundation or another mattress in the future.

Desired Settlement: I would like to see them give me a voucher for up to the $1000 i was promised in the future. In fact I would like to receive anything, not just them being rude and telling me that the promotion was cancelled and I don't qualify for the new promotion.

Business Response: We apologize and will investigate why you felt that the group you spoke to were rude; that will not be tolerated. I will advise this groups manager and you will receive a call to discuss. thank you.

Consumer Response:  
Complaint: ********

I am rejecting this response because: as a major corporation you obvious don't care about your customers. I am not interested in company excuses and explanations. If I knew your company could have canceled the promotion at any time I would have not purchased this mattress. This was a marketing scam and your company knows it. 

Sincerely,

***** *****

Business Response:

I apologize that this program has ended, there are no other options to offer you at this time.

4/21/2016 Problems with Product/Service
4/11/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Nine months after sleeping on the mattress, my back went out for no reason. Once that happened, every morning when I awoke, my back was worse than when I went to bed the previous night. I didn't even consider the mattress being the problem because it was new and cost $2100, which should be enough for a good mattress. Finally, after about a month, I finally realized that it could be the mattress. That night, I slept on our other bed and when I woke up, my back felt better than when I went to bed. It still wasn't 100% by any means, but I knew then that the mattress caused the problem. I bought the mattress at Sleep USA Mattress **** * **** *** ****** ** ***** * *********** ********* and they sent someone out to look at it. They told me that since there's no indentation in the foam, that it's okay. Afterward, I decided to do my own test. I have two fifteen pound bowling ***** I put one on each side of the bed where your butt would be, i.e. the side I slept on and the side no one had slept on. The bowling bowl on my side went down over one inch deeper into the mattress!!! I want out and bought a Simmons Black mattress at a different company for over $3000, because I couldn't wait for this to be resolved. I called Serta to get relief and the girl on the phone said maybe I can put something on top of the mattress to make it more comfortable! A new $2100 mattress and I'm supposed to fix it myself!!! She said it's a comfort issue. Proper back support is NOT a comfort issue. The girl said that the warranty is determined without weight! THAT'S RIGHT. WHY TEST IT WITH WEIGHT ON IT??? I believe that over time, as the mattress support diminished, it was slowly hurting my back until my back finally went out. It took over 5 months before my back finally started getting back to normal and this was after, Urgent Care visits, massage therapy, physical therapy, chiropractic treatments, doctor visits, x-rays and an MRI which showed a cracked disc.

Desired Settlement: I'd like to do this the easy way and just get my money back. Otherwise, there will be attorney fees, along with medical expenses and pain and suffering. By the way, I'm still afraid to do much, because I think it will be several more months before my back is totally healed. At least the pain is finally gone, as of about 2 weeks ago.

Business Response: We were advised by the retailer that your mattress was inspected four months ago and no product defects were found.  You many want to request another inspection with the retailer in a month or two.  Your concerns were escalated and brought to the attention of the Serta sales representative for this retailer. This  is all that Serta can assist with at this time.

Business Response:

Mattress manufacturers/retailers measure for sagging or impressions without weight added to the mattress. The defect would be if the foam layers do not recover to the expected shape after use. The retailer has advised Serta that the mattress was inspected on November 21, 2015 and no manufacturing defects were found. The mattress will not be replaced at this time. 

Consumer Response:


Complaint: ********

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 15 pound bowling ball placed on the side I slept on, vs the side that hasn't been slept on, sags over 1 full inch into the mattress, and this, after only 10 months.  Considering how fast this has occurred, I'd say if you could sleep on it for just 5 years of the 15 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 $2100 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!

*** ******

4/8/2016 Advertising/Sales Issues | Complaint Details Unavailable
4/2/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
3/31/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
3/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Serta IComfort which is a very expensive mattress. Three months after the purchase the mattress started to sag. A few months later it was so bad it became extremely uncomfortable so I decided to file a warranty claim. The bed is supposed to have a five year warranty. So they sent out this gentlemen who was extremely unprofessional to my house. He proceeded to talk about how the bed we purchased was no good and they do this all the time basically made me feel like an idiot for spending thousands on a piece of junk. He also tells me that my bed is obviously defective because this is the worst case he has ever seen. The gentleman took a few pictures and measurements and then left. Five months go buy and I hear nothing back from them. So, I decide to call in and find out what is going on. After waiting on hold for an hour and a half I speak to a customer service representative who tells me my warranty is void because there is a stain on the corner of the mattress where my child spilt a little big of apple juice. This stain is nowhere near where the problem is but “Serta reserves the right to refuse service and invalidate the warranty when the sleep set, even if defective, has evidence of damage from liquid penetration, cleaning or the use of cleaning fluids”. -directly from the email I received. Which ok, if you are going to be that way about your non-warranty because this clause is obviously snake oil (people can not even clean their mattress without ruining the warranty) Fine. Well at the end of the day I have to buy a new mattress now and have completely wasted thousands of dollars. So I sent in numerous e-mails trying to resolve the issue fairly. I was not asking serta them to honor their warranty anymore and replace the mattress free (which they should do but they said no to that already) but I am just asking for a reasonable price on a new mattress because this expensive mattress I bought did not even last one year! I have bought cheap mattress for like $150 that last 8 years! I have received no response from serta from my last 2 emails. Buyers beware this company just wants to take your money and run.

Desired Settlement: well I think the right thing for Serta to do if they stand behind their products would be to replace the mattress. I do not think that will happen so I would be willing to entertain purchasing another mattress and a very low price. Like cost plus shipping or something. Otherwise I will never buy anything from this company again and would just like the spread the word about how terrible their products and service really is.

Business Response:

Serta Customer Service has attempted to answer your questions with the limited information that was shared. We have reached out to the Serta sales representative with ****** to see if they will share the inspection information. Only ****** can decide if they can offer you special pricing if you decide to purchase a new mattress. We expect to hear back during the upcomoing business week and will contact you at that time to discuss further.

Consumer Response:


Complaint: ********

I am rejecting this response because:

The Issue has not been resolved Serta is just gonna direct me to *******  Then ****** will direct me back to Serta because according to ***** its serta's policy which prevent them from doing anything about the defective mattress.  According to Serta it is up to ***** to decide if they wish to honor the warranty or not.  Serta is the company who made my defective mattress and came up with this slimy warranty not *******  

Sincerely,

Matthew Martin

Business Response: I have reached out to ****** 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 defect. Because comfort  is an individuals determination; comfort in itself is not covered by the warranty as a defect. Both ****** and Serta support the warranty as written. We will review ****** assessment to make sure the warranty was followed. Thanks for you patience.

3/26/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I in good faith bought a queen mattress set due to a promotion that I now know to be false. The promotion stated that when you buy the mattress which was $1774, you get the foundation free valued at the same $1774. I now know that the foundation, in fact only sells for $225. This promotion on tv is the only reason I ought directly from serta.com. This is false advertisement. Every serta retailer sells this exact foundation for $225. The reality is, they were about to bring out a new line so they falsified the value of the old models, in hopes that unaware consumers like myself would fall for it. The mattress that was delivered was nothing like the ones they put in the stores. so now they want to charge me $489 to get this falsely advertised mattress out of my home when I already paid $2000 cash thinking I was saving $1774 when in fact I only saved $225. I called to speak with Serta at ************ spoke with ****** who put me on hold and after 28 minutes, the call was hung up on their end.

Desired Settlement: I want a full refund of this mattress set and for them to remove it from my home for no charge. I do not believe I should have to pay 15% disposal fee and $200 shipping, when I would never have bought from serta.com without the false advertisement. Or I want an equal value exchange without fees

Business Response:

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 option. I see your record with Serta customer service ******** 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.

Business Response:

I have checked with Sales support for Serta.com sales and they do not have a file of you calling regarding a complaint with order ****** and pricing.  A representative from the sales team will be in contact with you to discuss your complaint.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,  As I stated, ***** listened to my complaint, then put me on hold for 28 minutes only to hang up on me. I simply want some resolution to the misleading advertisement and discrepancy in what the floor model and actual model sent are. I await a phone call in hopes to get this resolved. I did months of research and approximately 2 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 $489 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 telephone. I worked hard to save $2000 for that mattress and am not in the habit of giving away $500 that I worked hard for.

****** ****** *******

3/25/2016 Problems with Product/Service
3/23/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a mattress in part because there was a promotion for a **** Gift Card of up to $200 advertised. I purchased the mattress and followed the directions on the Serta VIP Rewards brochure that came with the bed. I was not able to register for the gift card so I called Serta. They said the program was never intended to give out a gift card unless it was toward the purchase of a second bed. The brochure clearly states the rebate amount of $100 for a minimum purchase of $999 which I qualified for. I feel this is clearly false advertising. I will be happy to email or mail a copy of the brochure to you.

Desired Settlement: I would like the $100 Visa Gift card as advertised.

Business Response:

There may be some confusion between promotions* ***** Club was offering a promotional rebate with purchase and I have forwarded the customers information to  ***** Club to follow up. As 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" purchase. However 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. 

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Sincerely,

******* *****

3/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a Serta Mattress with warranty from certified 3rd party and within 6 months mattress was sinking, and went through the long warranty process of receiving a new mattress of equal value. Now again within a few months it is sinking again, causing extreme discomfort. I reached out to Serta via customer service, email and mail and have not received ANY feedback. I received a recording after I faxed my complaint over to HQ on 2/4/16 stating I would receive a phone call within 24-48 hours to schedule an inspection. I received the same implication via email 1/28/16, and still NOTHING. I called HQ this morning and was refused to be given any info of who to contact with my issue, the young lady stated she does not have to. She is correct she does not, but she is not the one who paid for a mattress and has received nothing but horrible customer service and consistently horrible sleeping arrangements.

Desired Settlement: I want to be contacted by the company directly, as well as either a refund or a better mattress which I offered to pay the DIFFERENCE for. I was told I cannot make that adjustment, but I can receive a firmer mattress via email. I went through 2 inspections of my mattress already and I am not as patient as I was the first time thinking it was an isolated issue, now I am convinced Serta just does not have reputable products. I would like to go back to Sealy or anyone else for that matter but not if I am not going to either receive my money back or able to get a better replacement. As a consumer, this is not acceptable, I paid money for a product that should be able to do its job, which is provide a comfortable nights sleep.

Business Response: I apologize for the delay of the inspector calling *** *****. Per ******** ******** this consumer was contacted and the inspection is scheduled for Saturday Feb 13th.

Business Response: Check # ******* was mailed on 3/14/16T. I am hoping that you have received it by now.

Consumer Response:

 
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. I have received my refund yesterday 3/17/16 and will be purchasing a new mattress this weekend.

Sincerely,

***** *****

3/3/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: The Serta Mattress that I purchased at ***** **** Furniture is sagging in middle and me and my wife roll toward the middle of bed and ***** **** Furniture sent a inspector out ***** said it has to be 1 1/2" sag which it is 3/4" sag before Serta will Honor their Warranty this is unacceptable that me and my wife have to sleep on this we are in our 60's and this is very uncomfortable for us. ***** delivered the outfit and set up was uncomfortable from start but we decide to try it but the mattress just got worst.

Desired Settlement: replacement or store credit or refund Please

Business Response:

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 defect. If the retailer inspected the mattress and it does not qualify for a replacement product we stand behind that decision. We never like to hear that our customers are not comfortable, I would suggest rotating the mattress from head to toe to promote even wear. Also, please make sure your frame has center support that extends to the floor supporting the mattress in the center.

Consumer Response:
Complaint: ********

I am rejecting this response because:

Sincerely,

**** *****

Business Response: Please check with your retailer when they will allow a re-inspection, usually this is 3-6 months.

2/26/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a serta century mattress in 2015 in naples, FL. There is supposed to be a warranty of 10 years on it. I called today to the mattress warranteed our fir a new one. It has lumps in it, and is less than a year old. I was told that they will not do it, because there are 2 or 3 sweat stains on it. It's Florida, and people sweat!! Before i called serta, i called tempurpedic, because i thouggt they owned serta. I told them about the small sweat stains,and they said they would have done the warranty if it was their product. The lady from serta told me what the policy for serta is, and said they don't take back mattresses with even sweat stains. Do you guys resell these mattresses?!

Desired Settlement: I want corporate to call me immediately.

Business Response: 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 claim. Just as soon as we hear back from the sales representative we will post an update. A 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 warranty. Thanks for your patience.

Consumer Response:
Complaint: ********

I am rejecting this response because: Most mattress companies will take back mattresses with sweat stains, because that is normal wear and tear.  I have called different companies, and they have all said the same thing.  One company even laughed on the phone when I told them you guys would not take back the mattress, because it has sweat stains on them.  I was never told I needed to buy a mattress cover to protect the warranty.  Are you guys reselling defective mattresses after a customer does a warranty exchange?  What is the valid reason you guys will not take back the mattress?  The mattress has lumps in it, and is hurting my back.  I want someone from the corporate office to call me.

Sincerely,

Blake ********

Business Response: We have discussed your complaint with the Serta Sales Representative and Serta would like to offer you a 3rd party inspection. Once inspected we will send the report to sales representative of your retailer for review. Customer Service will be contacting you this week.

2/16/2016 Advertising/Sales Issues
1/21/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a Serta mattress on-line. Our purchase agreement includes delivery of the new mattress and pick up of the old box springs and mattress. When the delivery company arrived, the men informed me that their truck was full, so they did not have room to take our old mattress and box springs. I told them the agreement, and they shrugged their shoulders reiterating they did not have room for them. I had one of the delivery men call his supervisor with whom I spoke. We came to an agreement that they would come back later that day to pick up the old box springs and mattress when they had more room in their truck. Needless to say, they never came back. I tried to call the delivery company, but they do not answer their telephone nor do they return several left messages. We next called Serta who said that they would attempt to contact the delivery company, and Serta would call us back in two business days. They did not call back. We called Serta again. The Serta rep told us that it is likely the delivery company did not call us back because it is the holiday season and are very busy. She said give them a few more days--until January 7th. If we don't hear from them then call Serta back again to inform them. The delivery company never called back, and when we called Serta there was no answer. We left a message on the voice mail, but still have not heard back from them. Meanwhile, we have an old Cal King mattress and box springs in our single -car garage where we should be parking our car. This is a very frustrating experience.

Desired Settlement: All we want is for Serta to fulfill their end of our purchase agreement and pick up our old mattress and box springs, OR come to pick up the new mattress so we can purchase one through a different company who is more reliable

Business Response: We apologize for the inconvenience that you have experienced, the delivery company did not follow our procedure.  Serta Direct Sales support was contacted on your behalf and they are following up with the delivery agent to find out when the pick up will be scheduled.

Business Response: After several escalted calls to our 3rd party delivery company I was advised the old mattress would be picked up on 1/18/16.  I left a voicemail with Mr. ****** to confirm.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ******

12/18/2015 Advertising/Sales Issues | Complaint Details Unavailable
11/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a "hotel" mattress from Serta via the ************* The mattress was unsatisfactory for us, as I have major back problems and it does not give me the support I am required to have. We initiated a return of the product. The return is in process and due to be picked up today. However, Serta has yet to confirm the actual refund amount and supervisors will not return my calls. No one seems to be able to get "corporate" to fix an issue with incorrect fee amounts. Every time I call, I am told someone will get back to me in 24 hours. Every time I call, a new 24 hours starts? This has been going on for weeks. No one ever returns my call. Ever! I am so frustrated. I have nothing to show for the $1590 I paid in advance for this purchase. Now they are saying it will take 1 or 2 billing cycles to receive a refund! At this point, I am out the money and cannot get Serta to confirm how much my refund will be. VERY POOR customer service.

Desired Settlement: I want Serta to contact me immediately and confirm the correct amount of refund due me. I want this refund to be issued as soon as the product is taken from my home, not in 2 billing cycles!

Business Response: 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 fees. Our customer can expect the an update as soon as we received confirmation.  Our customer will see the credit in one to two billing cycles.

Business Response: Order ****** was confirmed picked up from our customers home on 11/13/15.  I am checking with Serta Direct Sales when the refund will be applied.  When it was mentioned that you will see the credit in 1 to 2 billing cycles that was referring to how your creditor applies the credit on your statement.  I will have the supervisor from this team contact you today.

Consumer Response:

 
Better Business Bureau

I'm glad it's over. After 18 phone calls from me, I  finally got one call from Serta. Horrible customer service!


I have reviewed the response

he business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Sincerely,

**** *********

11/18/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I filed an original complaint in August, since then someone has contacted me and we had an agreement which included no charges and a credit. This has not happened. Now I am being contacted by a collection agency and have a collection mark on my credit. This is damaging my credit, bringing down my score, and has me paying higher interest on future purchases. The mattresses are not even the correct sizes. They are inches shorter and even when they say they correct the problems, they send the same size again. I was working with a representative through email and also calling when I got home from work. Whenever I call I get the lie of there is no one who can help me and it will be forwarded to the correct department and they will call me. They never call me. I was told everything was taken care of and there was no remaining balance on my serta credit card about two weeks ago, but yet the collection agency is saying there is a balance and it's late. Now they are telling me they never received all the accessories and they were sent back when the bed was picked up. The mattress, adjustable base, and all accessories were sent back in the box when they picked up the bed. I am tired of trying to solve this with them when they do not respond and cannot tell me where the "missing" items could be. I have NEVER had such a hard time with a company and have NEVER had this poor of customer service. I let the other complaint close because I felt this was taken care of, only to find out now that it was never taken care of and no one bothered to contact me they just let a collection agency take over. I can send the original complaint if necessary to show this is an ongoing problem. I am trying this as a last resort to solve the issue before I contact an attorney for the defamation of character and problems. I have had nothing but unneeded stress when trying to purchase a large item and this should not be this way.

Desired Settlement: I am done dealing with this firm. I want all debt wiped completely away and not to be contacted again for any reason. I have had nothing but worthless products and bad customer service. Including lies of the company taking care of everything and now my credit is being ruined from them not holding up to their end of the agreement.

Business Response: The manager for Serta Direct Sales have confirmed that they spoke to you in the last day to resolve this order issue to your satisfaction. Thank you for your patience.

Consumer Response:

************************
Complaint: ********

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,

******* ******

Business Response: I was advised by Serta Direct Sales that the refund was in full, no deduction of fees.  For further questions call ************ and the Serta Direct team will share the dates and amounts of credits applied.

11/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In May 2015 I purchased from *** a Serta Glisten Plush Queen Mattress set for my mom for mothers day. In late September (four months after purchase), my mother indicated that the mattresses were hurting her back and that she could feel the inner springs and it was painful for her to move, especially her hips. My mother is an elderly woman. I contacted Serta right away. On 9/24/15, they sent me a letter and Inspection Request form which I completed and submitted with all the required backup paperwork. Waited two weeks for an inspection (following up every few days to move things along, since my mom is in distress). I was told inspection company would call to make an appointment. That never happened. I had to keep calling and finally got an appointment for an inspection for 10/20/15. Day of appointment, inspector calls and says she can't come. Mattress was inspected on 10/22/15. On 11/4/15 I receive a letter stating that they could not find anything wrong with the mattress because the impressions on the mattress were not deep enough to be considered a manufacturing defect. They suggested we turn the mattress over, which cannot be done due to how the mattress is built and to get another inspection in 6 months. I responded that there were no deep impressions because mattress is only four months old. And my mom is not one to complain. If she's telling me that the mattresses are hurting her back, they're hurting her back. I'm not sure what else to do now and my mom continues to have difficulty because of this mattress and I don't have the money to buy another one. They are not cheap.

Desired Settlement: Either a full refund or replaced with a good quality, properly constructed mattress.

Business Response: 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 normal wear.  The box spring and the frame being used is supportive to the mattress set. This mattress is from the Sertapedic collection which is a starting point in Serta brand mattresses, up from here is the Perfect Sleeper and then ******** 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 *** has 420 coil count innerspring and 2" of comfort foam. It seems as though what is need here is a thicker mattress with more comfort layers. This is a comfort issue and not a manufacturing issue. We would suggest purchasing a mattress topper for this mattress; this will add some comfort to the top of the mattress. All 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.

Consumer Response:  
Complaint: ********

I am rejecting this response because: I consider "comfort" to be implicit in a mattress.  No one goes out to purchase an uncomfortable mattress.  If an additional topper is required, that should be expressed in your description materials so that consumers are aware that there is not enough padding on the mattress itself.  At this point, if a topper is required, the company should provide one at no cost.  That would be acceptable in lieu of refund or replacement.

Sincerely,

****** ********

11/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an icomfort protégé less than a year ago. Over the past 2 to 3 months we have noticed that we have been sinking into the foam more now than when we have purchased the mattress. It seems as a result of the reduced foam support, we have been increasingly hot and wake up overheated. I called Serta on the inquiring about the warrantee. They said that the foam must have a permanent sag of 3/4" to be covered under warrantee. In addition, even though they advertise the "Cool ActionTM Dual Effects Gel Memory Foam" They do not guarantee performance. The woman on the line stated my mattress sounded like it deteriorating however until the 3/4" sag is there, it is not covered under warrantee. Serta is improperly determining warranty claims and false advertising to the performance of "cooling" as stated in their advertising. 1) Serta advertises the performance as Cool Action as a design feature cannot validate reduced performance and determine a test validation of the quality advertised. 2) Gel foams do not typically "permanently deform" and are not measured by this criteria as outlined by industry standards. a. Test like Resilience - An indicator of the surface elasticity or "springiness" as defined by ************ **** *********** ** *********** ***** ********** (IFD) or Compression Force Deflection (CFD) as defined by ASTM showed be used for foam performance and degradation. Serta falsely advertises and does not properly warrantee their product performance.

Desired Settlement: Replacement of mattress potentially to a firmer foam. Or 100% of all costs.

Business Response:

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 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 vs. an 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 dissipation. Every body will react differently. Serta offers retailers the option to offer their customers a 120 day comfort trial. If within the 120 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 120 days the only other option of replacement is warranty and if it does not qualify for warranty it will not be replaced.

 

Consumer Response:

 
Complaint: ********

I am rejecting this response because:******** ******** ********* ********* **** * ***** measure foam as a deflection at a given weight. In addition, Serta advertises "Cooling" as a design feature yet not not warrantee results. Mattress "cooled" as stated by Serta for the first 6 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,

*** ****

Business Response: What I have explained is the Serta Limited warranty. Your mattress is not defective. You can ask your retailer to accommodate you with a reselection for comfort.

11/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I orders a Serta I-comfort **** on Sept 5 2015. Before making the purchase, I made sure I contacted the Serta customer rep to ask specific questions regarding cancellation. One week after my order was placed, I contacted Serta customer service rep to inquire about my order. I was told that it was being processed. I notified the customer service rep that I was cancelling my order because I needed the bed ASAP and for poor customer service representation. I was immediately attacked by the rep I threatened with the 15 percent restocking fee and the 200 dollars fee. I told him I had not received anything and I din not even have an estimated time of arrival for my bed. Furthermore, I made sure before purchasing that UI was not going to be charged for anything if I did not receive my products on time. The customer service told me he would escalate my concern and request to a manager. 2 days later, I placed another call to Serta and the customer service rep was more hostile and continued with the company threatening tactics. The company has shown poor leadership and customer services and has acted in a despicable manner in the way the handle tie business. I will never again do any business with this company, SHAME to all who handle this issue at Seta and its management. I will not pay them a penny, "CHARGING ME FOR A PRODUCT I HAVE NOT EVEN RECEIVED, WHAT A SHAME!!! Product_Or_Service: Serta I-comfort Epic Order_Number: ***** *************** *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I WILL NOT ACEPT ANY BILL CHANGES TO MY SERTA CREDIT ACCOUNT.. I WIL NOT ACEPT ANY RESTOCKING FEES OR SERVICE FEES.

Business Response: Direct Sales support advised that they emailed the refund request link to the customer with NO Fees on 9/18/15. The customer still has not accepted the full refund. I resent the link to the customer this morning since it's been more than 7 days. Please contact Direct Sales with any questions regarding this order cancellation and refund at *************

Consumer Response: (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 straight. You mentioned "customer on 4/7, 4/13, 4/22 and again on 4/28 with no replies or call backs from the customer. This order was placed online with one phone number and one email address, both of which agree with the contact information supplied in this complaint. Additionally *** delivery has called and left up to 12 messages to schedule delivery. Finally; without a response from our customer the order was cancelled and a credit was entered 5/1/15 less the 15% cancellation fee. We 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!

Business Response: I apologize, our last entry into you file was incorrect and I asked BBB administrator to remove it so I can enter the correct update; it apparently was not removed and your complaint inadvertently closed. The following is the correct updated from Serta Direct Sales:
I show the refund issued to this customer for $3,462.92 for the mattress set on the order and an additional refund of $172.12 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 *************

10/27/2015 Problems with Product/Service
10/16/2015 Problems with Product/Service
10/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 9/3/2015 I purchased a pillow from Serta online, order #XXXXX. On 9/4/2015 I purchased a pet bed from Serta, order #XXXXX Both items were to be shipped to my place business as I am always there. Approximately 2 weeks later I called Serta to see where my items where. The rep on the phone said she did not know nor could she give me a tracking number. She said she would have to get the matter to the supervisor so she can pull up the tracking information and someone will get back to me. The following day my pillow shows up yet still no pet bed. I waited about a week and I called Serta again. I explain to the rep what I explained to the first rep but said that I have received my pillow but no pet bed. She puts me on hold and checks the tracking number. Says the items were both delivered. I said to her that I only got one of the 2 items. She then puts me on hold again as if she went to check on something else only to come back on the phone to tell me that the items have been delivered. I told her the items may have said they were delivered but that does not mean I received them. She then say that she will provide me with the tracking number for the pet bed, ***********************. I asked her if this is for the pillow or the pet bed several times and she insist it is for the pet bed. As she was reading the tracking number to me I am also looking at the shipping label on the box that the pillow came in, an exact match. I punch in the tracking number while she was on the phone with me and it say signed for by******. Yes I did sign for the pillow. I stated to her this is the tracking number for the pillow and not the pet bed. Once I told her that the tracking numbers were for the pillow she then states that it indeed is for the pillow. She puts me on hold again and she goes to check and come back on the phone and says the pet bed was delivered and signed for by***. She questioned me if I knew who*** was or if a*** worked for me. I stated that no one named*** work with me or for me. She puts me on hold again and come back on the phone and tells me that her supervisor has "authorized" this matter to be forwarded to the corporate office. I asked her if I would be in contact once a solution has been made. She says that she will put that in the "notes" So far no further communications from anyone.

Desired Settlement: I would like a refund or a replacement.

Business Response: Initial Business Response /* (1000, 5, 2015/10/01) */ The order for a pet bed will be shipped again. Please contact Direct Sales for tracking number. We apologize for any frustration regarding your experience with Serta Direct Sales. Initial Consumer Rebuttal /* (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 better. All I wanted was what I had paid for.

10/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a mattress and adjustable base from www.serta.com. It was delivered on 9/21 and improperly set up by Serta's delivery people. I have spoken with Serta 4 times and have requested to speak to someone at their corporate office. The first time I called was the afternoon of 9/21 where I discussed how the bed was not set up properly and installed at an angle. The 2nd time I called was on 9/22 and was told that I would hear from the corporate office within 24-48 hours. I had not received a call by 9/24, so I called again and requested a call and was told I would receive a call with 24-48 hours. As of today, 9/28, I still have not received a call from Serta's corporate offices so I called the number I was given again and received the response that they have not gotten any information on my case from the corporate office. I, again requested a return phone call from the corporate office.

Desired Settlement: I would like my adjustable base set up properly and for Serta to give me a discount on my mattress and adjustable base or refund the full amount of the mattress and adjustable base.

Business Response: Initial Business Response /* (1000, 5, 2015/10/01) */ Serta Direct will be contacted for response. Update to follow. Initial Consumer Rebuttal /* (2000, 11, 2015/10/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response /* (1000, 9, 2015/10/01) */ A representative from Serta Direct Sales will be in contact with you to resolve to your satisfaction.

9/18/2015 Problems with Product/Service
9/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Serta does not call back when a supervisor should be calling back. Now we are being told we have to send measurements in to the company to try and get a bigger bed. We both cannot fit in the bed to sleep so now one of us is sleeping on our couch. They won't exchange for a bigger size and are saying we have to keep the $1700 base that is queen size even if we exchange for a king size. We are being told we have to purchase a NEW base and there is NO refund or exchange for a base. This is unsatisfactory. We had the bed and base less then 2 days when we called. They messed up the delivery to begin with and won't do anything to solve the issue.

Desired Settlement: If the base and mattress won't be exchanged for a bigger one, we want a 100% refund from the bed that cant be used.

Business Response: Initial Business Response /* (1000, 5, 2015/08/12) */ Order XXXXX. The information has been shared with the Director of the Serta Direct program. They will listen to all calls to verify what size mattress was ordered. I expect to offer an update by the end of this week. Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Problem still NOT fixed Final Business Response /* (4000, 11, 2015/09/02) */ Serta Direct did reorder the mattress in attempt to resolve, however complied with your request to cancel the order for a full refund. The credit will go back on the two credit cards that were used for the purchase. Most of the refund has been processed. The remainder $147.68 will be credited by the end of this week. We are very sorry to disappoint you with our service.

9/3/2015 Problems with Product/Service
8/24/2015 Guarantee/Warranty Issues
8/24/2015 Guarantee/Warranty Issues
8/21/2015 Guarantee/Warranty Issues
8/12/2015 Problems with Product/Service
8/7/2015 Guarantee/Warranty Issues
8/3/2015 Problems with Product/Service
7/23/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: 3/20/15 ordered 2 Serta dog beds. opened the boxes and 1of them was defected. on 3/28 made my 1st call to customer service to explain the problem and was told someone would contact me. Was told since we opened the boxes we couldn't return the dog beds, which I responded we opened boxes intending to use them and found the defect. (The orthopedic pad was to measure 4 in. in ht. and 1 pad was 2 1/2) Had to send pictures to them. Many numerous calls threw out April and into May...most initiated by my husband and I...most with no returned calls. Spoke with 8 different people there...Eve, Amber,Shannon, Alisha, Minda, Brian, Amy, Debbie. Returned beds middle of May and got confirmation from Serta they were rec'd. Amber(supervisor who is no longer there said refund will be issued and takes 10-14 days to process...never done! S/w Shannon new super. On 6/4 said she will refund and 10-14 days process! Called 6/19 to see status to be. Told refund never issued. Asked to s/w Janet the highest rank there who won't call us back, so Debbie just under her say a she can do nothing. So as of this date 6/24/15 Serta has their returned merchandise since middle of May and our money since March and we have no beds and no money and they will not do anything!!! Customer service and satisfaction is the worst I have ever encountered! They can not treat consumers like this and rob them of their money and think they can get away with it. We are really frustrated over this and need some help on how we get our money back! Also don't want anyone to go through this especially if it is big $ on a mattress set. So beware of Serta Direct Sales and their unwilling,unhelpful, poor customer service! Product_Or_Service: 3/20/15 Order_Number: ******

Desired Settlement: DesiredSettlementID: Refund Refund back on our debit card

Business Response: Initial Business Response /* (1000, 10, 2015/07/01) */ We needed to ask the manager of the Direct Sales program for information. We were advised: As of today 7/1/15 the account is showing that $79.91 has been refunded due to only one pet bed was returned. Since then the other pet bed was received and the customer should see a credit next week. We apologize that you received damaged product and for any delays in processing the return. Initial Consumer Rebuttal /* (3000, 12, 2015/07/06) */ on 6/26/15 a refund in the amt. of $79.91 appeared on our bank debit card from Serta. However; this is only half of the amount they owe me. I paid 159.82 for 2 dog beds and I returned 2 dog beds (never used) back to them in the same boxes they came in. I would like to have back the full amt. I paid. Customer service has been a nightmare and this has been going on since March 20 2015. I just wanted to update you and appreciate any help you may be able to give me in getting my money back. This is customer abuse in so many ways. Thank You, Nila ****** Final Consumer Response /* (4200, 17, 2015/07/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) To update my complaint with the BBB and in response of the statement from the business involved. They stated I should get the rest of my money by the end of the week; however it is Friday 7/10/15 @ 6:33 pm and no credit has been issued to my card. This has been a battle since March and they thank me for my patience! This company needs to be accountable for their lack of customer service, lying to the BBB on info (I would be happy to share if you wish)and the customer abuse they have dealt to me. Enough is enough return my money, it is not yours to keep! Your 2 dog beds have been returned to you months ago. Sadly as of this date their has been no resolution! Final Business Response /* (4000, 20, 2015/07/22) */ Direct Sales has advised that there were two credits, 6/23/15 for $79.91 and 7/16/15 for $79.91.This should now be resolved. Thank you for your patience.

7/20/2015 Problems with Product/Service
7/17/2015 Problems with Product/Service
7/17/2015 Delivery Issues
7/6/2015 Problems with Product/Service
6/29/2015 Problems with Product/Service
6/29/2015 Guarantee/Warranty Issues
6/29/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: In January 2015 we purchased from local Sears store in uniontown pa a Serta perfect sleeper during close out sale. We paid 690 for it and picked up ourself on feb 14 2015 to take to new home we just closed on. We never slept on full time until the last three weeks. Within that time my boyfriend and myself now find we have no support in middle of bed and now both roll to the hole nightly. This is very upsetting to us due to being a new mattress and we thought Serta was a good product to go with.

Desired Settlement: We are not going to be able to keep sleeping in the mattress with the hole you roll into nightly and would just like a Serta mattress that has the support we believed we paid for

Business Response: Initial Business Response /* (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.

6/15/2015 Problems with Product/Service
6/5/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a new Serta mattress in 2/2013. I started having back issues this year so put in a claim. Someone came out to inspect it since it was under warranty. The result was they wouldn't do anything for me because it was only sagging 3/4" and the warranty says it has to sag 1 1/2 ". (Claim #*******) My problem is my back is hurting now & I don't think after 2 years it should be sagging 3/4" to begin with. I called them after my claim was denied & they suggested I get a mattress topper! My last mattress lasted 12 years & it wasn't a name brand. So is this what the American consumer can expect from a mattress- Two year life span! Help-I can't accept this.

Desired Settlement: Serta told me they would replace this mattress when it got to sagging 1 1/2". I do not want another Serta mattress-I would like $200 or some money to help me purchase another mattress set now. I feel $200 is reasonable since I have used it for 2 years.

Business Response: Initial Business Response /* (1000, 5, 2015/05/21) */ I re-reviewed the inspection report and there are no manufacturers defects with the mattress. We are sorry to hear that you do not find your current mattress comfortable. Comfort will be different for every person and comfort & support needs can change over time. I would suggest rotating the mattress and if you feel the impressions should deepen to 1 1/2" we will offer a second inspection at no charge. Initial Consumer Rebuttal /* (3000, 7, 2015/05/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The problem is I have a terrible mattress. To me The issue is a two year old mattress should not even be sagging 3/4". Serta choses to ignore that fact. I have already rotated the mattress and since I can't even flip it, there is nothing more I can do. I would at lest like my $35 back for the inspection fee. I don't plan on having another inspection done because if it is sagging 1 1/2" by then all I'd get is a new Serta mattress. After this I will never buy another Serta due to their poor quality. Thank you. Final Consumer Response /* (2000, 13, 2015/06/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response /* (4000, 11, 2015/06/04) */ We are sorry to hear that this mattress does not meet your specific needs for comfort and support. The warranty is to protect our customers from a defect in manufacturing and your mattress is not defective. A mattress will not be replaced on future impressions. We have noted in your claim that you are no longer interested in warranty service, you will receive a refund of the inspection fee within 2 weeks. Thank you

6/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I filed a claim on my serta mattress in October 2014. I have yet to receive my bed. My significant other has had to go to a chiropractor several times because of the mattress I currently have. It has been 7 months. I am so angry. There is no reason for a mattress to take that long to get to me. My serta reference XXX XXXXXXA. I keep being told that once it leaves the plant , it can't be tracked. I filed a complaint with serta and a manager has got involved. I still do not have my mattress. Product_Or_Service: Serta perfect sleeper distinction Account_Number: XXXXXXXXXA

Desired Settlement: DesiredSettlementID: Refund I was happy with the replacement of the mattress, however now that I realize it has been so long, I would like my replacement mattress delivered now as well as a full refund of the mattress and box spring. For my time and hassle. I might have to file a suit against them. Not really sure yet.

Business Response: Initial Business Response /* (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 delivered. The Serta customer service manager has left several messages with our warranty customer and they have not been returned. He wanted to discuss our offer to accommodate with a refund. A refund or deliver will take a few weeks to receive. Serta will not deliver a mattress and offer a refund. Our customer will need to let us know which resolution is preferred. We have also offered to refund the delivery fee paid by our customer. Initial Consumer Rebuttal /* (3000, 8, 2015/05/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I just to be done. I have not responded to his call once. I work all day. I would like the full refund. Final Business Response /* (4000, 10, 2015/06/04) */ The allowance offer will be emailed directly to you today. Thank you Final Consumer Response /* (2000, 12, 2015/06/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I just want to be done. I received the e-mail with the offer. I accept the offer. I need to send the original tags back on the box spring..serta is already in possession of the tags on the mattress.

6/1/2015 Delivery Issues
5/22/2015 Problems with Product/Service
5/11/2015 Delivery Issues
5/6/2015 Delivery Issues
4/28/2015 Problems with Product/Service
4/24/2015 Problems with Product/Service
4/21/2015 Delivery Issues
4/20/2015 Guarantee/Warranty Issues
4/10/2015 Problems with Product/Service
4/6/2015 Problems with Product/Service
3/31/2015 Problems with Product/Service
3/23/2015 Problems with Product/Service
3/6/2015 Problems with Product/Service
3/5/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a mattress and pillows on 12/1/2014 through Serta.com (Order# ****). An offer for 36-months 0% interest financing was available for purchases exceeding $2,000 if I signed up for an iComfort credit card and charged it to the card. I took advantage of this offer for a purchase of $2,893.88, but I am being charged interest regardless. An interest charge for the amount of $68.72 was made in January and a charge of $61.28 was made in February. I tried to resolve this issue with customer service over the phone and through the iComfort credit card website and was unsuccessful. My account number is XXXX-XXXX-XXXX-XXXX.

Desired Settlement: Stop charging me interest and credit my account for the $130.00 that I was charged in interest.

Business Response: Initial Business Response /* (1000, 5, 2015/03/03) */ We understand your concern and have brought it to the attention of the Director of Sales for this program. Be assured this will be promptly investigated and we will offer an update within the next few days. Final Business Response /* (1000, 7, 2015/03/05) */ Serta Direct Sales investigated and they found that the promotional code was not correctly applied. This has since been corrected on your order and Serta Sales Support will contact you to answer any questions that you may have. Thank you for bringing this to our attention.

3/2/2015 Problems with Product/Service
2/9/2015 Delivery Issues
2/9/2015 Problems with Product/Service
2/9/2015 Problems with Product/Service
2/2/2015 Problems with Product/Service
1/30/2015 Guarantee/Warranty Issues
1/30/2015 Problems with Product/Service
1/29/2015 Problems with Product/Service
1/15/2015 Guarantee/Warranty Issues
1/13/2015 Problems with Product/Service
1/5/2015 Problems with Product/Service
12/29/2014 Delivery Issues
12/29/2014 Advertising/Sales Issues
12/19/2014 Guarantee/Warranty Issues
12/15/2014 Problems with Product/Service
12/1/2014 Billing/Collection Issues
12/1/2014 Guarantee/Warranty Issues
11/28/2014 Problems with Product/Service
11/28/2014 Problems with Product/Service
11/25/2014 Delivery Issues
11/25/2014 Problems with Product/Service
11/18/2014 Problems with Product/Service
11/17/2014 Problems with Product/Service
10/21/2014 Delivery Issues
10/13/2014 Problems with Product/Service
10/9/2014 Problems with Product/Service
10/8/2014 Problems with Product/Service
9/29/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Icomfort mattress developed sagging in a very short time. This from the most firm mattress serta touted. Distinct hump in center possibly from foundation construction. Hump noticeable from night one. No noticeable cooling effect of foam mattress in summer as promised. Rotated mattress, but no change in mattress problems. Purchase date..jan., '14 $1200 including pad. When you have finally decided that the product does not measure up, the replacement warranty has expired.

Desired Settlement: Apology for making such a poor quality product.

Business Response: Initial Business Response /* (1000, 8, 2014/09/16) */ Plesae read the Foam warranty.If you feel that your iComfort model mattress has a manufacturing defect I would suggest that you contact your retailer and start a warranty claim so that your mattress can be evaluated for defects.

9/29/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: purchases on 12/30/13 complained to Sleep America in April had an inspection on 04/22/2014 indentations not deep enough for concern.Horizon view Et Matt-KG brand:sr X-XXXXXM.paid by debit card 1,236.18

Desired Settlement: I want the amount I paid for the mattress returned to I can purchase another mattress but not a Serta. i paid 719.11 for the matress.

Business Response: Initial Business Response /* (1000, 5, 2014/09/16) */ If your mattress was inspected by the retailer and found not to be defective as defined by the warranty it will not be replaced. Serta supports the limited warranty guidelines as does the retailer. We would suggest that you ask your retailer if they have any other ideas to resolve this matter.

9/22/2014 Guarantee/Warranty Issues
9/18/2014 Advertising/Sales Issues
8/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The mattress was delivered by a Serta retailer, Vineyard Decorators. It is too small. The Serta representative came and measured it and said that the mattress is only 1 and 1/16 of an inch too small, which fits within their warranty guidelines. However, if you look at their website you can see they advertise that the mattress will only vary by 1/2 inch. We would like a new mattress that is not too small for the bedframe. Here is their website: http://www.serta.com/mattress-guide/shopping-sense/mattress-sizes/

Desired Settlement: We would like them to pick up this mattress (it has not been used) and replace it with one of the appropriate size. Thank you.

Business Response: Initial Business Response /* (1000, 5, 2014/08/18) */ Serta customer service will follow up with the Serta Sales Representative of Vineyard Decorators. Initial Consumer Rebuttal /* (3000, 7, 2014/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have already called the main Serta complaint phone number several times. Each time they told me they were going to discuss the matter with the Serta Sales Representative. Finally, a month later, I received the voicemail message claiming that they had spoken with the sales representative, who claimed that the variation is within the normal variance, even though it is not. The Serta complaints department's voicemail stated that the sales representative asserted that the mattress was within Serta guidelines with its 1.0625 inch variance, even though the website states that mattresses will only vary by 1/2". I appreciate that Serta is now consulting again with the Serta Sales Representative at Vineyard Decorators, but I fear they will return with the same exact response that they did the last time they spoke to this person and followed-up with a voicemail message to me. I filed a complaint with the BBB because this process (Serta consulting with their sales representative) did not come to a satisfactory result and the voicemail message I received asserted that I had no further recourse because of the response of the sales representative stating that the mattress is within the warranty size. Perhaps Serta's advertisements and warranty are not congruent, which I believe would qualify as false advertising. Regardless, I hope that the BBB will ensure I do not receive the exact same response as last time. Thank you very much for your support in this matter. I do work in countries where there is no such thing as the BBB and I greatly appreciate the role you play for us here in the US. Final Business Response /* (4000, 9, 2014/08/27) */ I spoke to the Serta sales representative and on 8/19/14 he advised of the following:Factory will remake Darrington Firm Queen mattress. Dealer will swap out at customers home. Since this is on an island, we cannot nail down a specific ship date due to ferry schedules. Factory will send to shipping company next week.

8/22/2014 Problems with Product/Service
8/18/2014 Problems with Product/Service
8/18/2014 Problems with Product/Service
8/15/2014 Problems with Product/Service
8/13/2014 Problems with Product/Service
8/4/2014 Problems with Product/Service
7/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My sister purchased a queen size IcomfortEFX mattress from Sears on May 25, 2014. At the time of purchase, one of the promotions was the VIP Rewards. To register the mattress for the VIP Rewards, a VIP number is required. We were instructed to retrieve the VIP number from the brochure that was to be delivered with the mattress. However, no brochure was included in the packaging when the mattress was delivered June 2. The process to register the mattress for the VIP Rewards started the same week and we are still trying to register this mattress with no alternatives from Serta. We first had to access her account for which Serta was to send a password. After several contacts to get the password, it was finally sent and we proceeded to register the mattress but was then informed that without the VIP number the mattress could not be registered. To obtain a VIP number, a photo copy of the receipt and the law tag (attached to the mattress) had to be uploaded and e-mailed to Serta. Customer service said that this was the only way to get the VIP Reward Number to register the mattress. We had to move a very heavy mattress to take the photo of the law tag. I attached the photo of the law tag and the receipt and sent the e-mail to Serta. Serta Customer Service called on 6/21/14 to notify me that the VIP number could not be issued because no receipt was received. I explained to the customer service person that both the receipt and the law tag were attached. The customer service representative stated that they could only receive one attachment and that the items must appear in the same photo. Before I go through the frustration of moving the mattress again and trying to get both the law tag and the receipt in one photo (which the photos would not show the complete information) and have Serta to tell me that it is not readable, I asked to speak with a supervisor. I was placed on hold for about twenty minutes to be told the supervisor could not come to the telephone. This is and continues to be a very frustrating process, with Serta unwilling to provide alternatives to sending the photo copy by computer in one attachment. According to Serta it is the only way to receive the VIP number to register the mattress. It occurs to me that seniors and other parts of the population may be having the same problem with this process. I have to question why this is the only method to register a mattress, why have such a promotion if Serta is going to make it this difficult, and why there is no alternative to taking photos and loading them in an e-mail. This is all because the brochure that contained the VIP Rewards number was not included in the delivery and because Serta has set up a process that does not work well and will only accept the information by computer.

Desired Settlement: Registration of the product as advertised. Resolution of the registration process in a manner other then by computer. Additionally, I would like to ensure that no other customer will be put through the frustration and time to register for VIP Rewards. Have Serta be sure that the brochure with the information to register the mattress is included in the mattress delivery package.

Business Response: Initial Business Response /* (1000, 5, 2014/06/30) */ I sincerely apologize for the frustration that you are experiencing while registering your purchase in the Serta VIP program. I will refer this to the VIP Program manager to get you some assistance. I would like to explain that the VIP program is a promotional offer and not required. There is a separate location on Serta.com if you wish to only register your product that is not part of VIP, it is in the Customer Care section. I expect a representative to call you to assist this week. Thank you for your patience. Initial Consumer Rebuttal /* (3000, 7, 2014/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The product has finally been registered, but the explanation does not address the process that is problematic. I sincerely hope that other customers will not be put through the frustration of trying to register their product. It is inconceivable that Serta would have no other way but by computer for the customer to participate in their program. The registration is not customer friendly. Additionally, no information is provided on browsers that work with the program and the browser that worked initially, stopped working. The customer is not responsible for packing the information that is necessary to register the product but is held responsible for a grueling process to get the information and to register the product. The process needs to be reviewed and changes made to be customer friendly. We understand that it is not required, but it is a promotion that one considers in the purchase and as such should be available without having to go through the nonsense to obtain the promotion that SERTA advertised. But then we did not realize the promotion was only to get people to purchase the product and not to receive the benefits of the VIP program. This is a very very very difficult and frustrating process. Final Business Response /* (4000, 11, 2014/07/16) */ Thank you for your comments, I will share them with the Serta promotions team.

7/14/2014 Problems with Product/Service
7/14/2014 Problems with Product/Service
6/30/2014 Problems with Product/Service
6/17/2014 Problems with Product/Service
6/9/2014 Guarantee/Warranty Issues
6/9/2014 Problems with Product/Service
6/2/2014 Problems with Product/Service
5/26/2014 Delivery Issues
5/19/2014 Guarantee/Warranty Issues
5/9/2014 Advertising/Sales Issues
5/5/2014 Problems with Product/Service
5/1/2014 Problems with Product/Service
4/25/2014 Problems with Product/Service
4/24/2014 Billing/Collection Issues
4/7/2014 Problems with Product/Service
4/7/2014 Problems with Product/Service
4/7/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: New Serta Perfect Sleeper********** Plush Mattress gives off toxic smelling fumes. No improvement after 10 days of airing with all windows open. Our son got sick with sinus, ear and upper respiratory infection, possibly due to off gassing. Serta admits having possibly forgotten the carbon packs in packaging, but still wants us to pay $200 to have the mattress returned/or exchanged and in addition pay 15% of the original price paid. We have owned 4 of these mattresses before and never had a problem with them. There is definitely something wrong with this mattress.

Desired Settlement: Only want to have the mattress picked up asap and get a refund. The product is defective and Serta should stand behind their products. I don't think it's right we should pay for their mistake.

Business Response: Initial Business Response /* (1000, 5, 2014/03/18) */ I show that on 3/13/2014 the order was picked up from our customers home and we credited her account with a full refund on 3/14/1014. Thank you. Initial Consumer Rebuttal /* (3000, 7, 2014/03/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Even though Serta claims to have issued a full refund on March 14, the credit has still not shown up. We spoke to Serta today March 23 and they claim they issued the credit. We followed up with our bank and they confirmed that there is no credit pending. They recommended initiating a billing dispute if the credit does not show up before March 30. Final Business Response /* (4000, 9, 2014/03/25) */ Once again I need to apologize. We are on a new system and there was one additional step we were not aware of that would confim the credit. This has now been done and the **** ******** origial charge went on will be credited. I understand per the creditors policy this could take up to 10 days. However the bank may see the pending transaction earlier. Thank you so much for you patience.

4/7/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased an ******** mattress from Serta on March 3,2014. I paid ******* with my debt card and the mattress was delivered on Friday March 14,2014. The delivery guys brought in the mattress and we all instantly noticed the mattress was to small. The delivery guys said to note it on the delivery slip, which I did, and that I had to call and deal with Serta. I talked to Serta on Friday and since the price of the bed had changed they would have to get a managers approval, which shouldn't be more than a hour. Monday I finally heard from a sales rep on Sunday, but not about my bed but to try and sell me one. Once I told him I had already bought one and that my order was wrong and if I didn't hear from someone by Monday, I want a full refund. He said I understand and that shouldn't be a problem. Nobody called me till Tuesday March 18,2014 and by that time I was getting ready to call them and get my refund. I talked to a woman named ****************** and discussed the bed. She told me that in order to get a refund she would have to send an inspector over to my home and make sure the bed is the wrong dimensions or we would have to pay $200 + 15% of the price...which is $486 to return a incorrect bed. I am a disabled vet with severe anxiety and I tried to explain this to ******. She told me that there isn't anything she could do and if I wanted a refund I would either let an inspector come over (which would probably put me in the hospital) or pay $486 to return the bed. I asked for her supervisor, who she said******************** And she told me that he was busy and that she would tell him the message. I paid almost 2 thousand dollars for a bed that doesn't fit my bed frame (which we have bought a few mattresses before that fit perfectly). We haven't slept on it, and I just want them to take it back and give me back my money so I can buy a mattress that will fit.

Desired Settlement: It's simple, I just want to return the bed and buy another that isn't a Serta. B/c I will never do business again with Serta b/c of customer service.

Business Response: Initial Business Response /* (1000, 5, 2014/03/25) */ We did attempt to work with our customer on several occasions. After hearing of her complaint about the measurements of the mattress we checked the law tag to make sure that was originally ordered was received and the correct size and model were delivered. Then offered to send an inspector that is trained to measure the mattress within the thresholds for each size and this help was refused. We are sensitive to ************ concerns, she could have a friend or family member be in the room for the inspection. However, to settle this complaint we have cancelled her order. Per our policy for an order cancelled after delivered to the home there is a 15% cancellation fee and a $200 pick up fee. Serta Direct sales support will be in touch with *********** to discuss these fees as well as if they can be reduced.

4/7/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In approx. December, 2013, I ordered a mattress from Serta ******** which was delivered to my house. The mattress was actually too firm and caused me a lot of discomfort when I was sleeping. I attempted to return the mattress, but no one from Serta would ever initiate the return. I kept calling, for weeks and weeks and weeks and finally in February I was able to escalate the issue to managers within the dept. who finally issued the return, free of charge to me. On February 28, 2014, the mattress was picked up from my house using one of Serta's third-party vendors, who picked it up from my house and gave me a receipt for the pick-up. As of today, April 2, 2014, according to ************** the mattress has not been labeled as "returned" in their system. Further, they say I am past due on my payment and that it will affect my credit report negatively. I called Serta, yet again, and they said that there was nothing they could do, it would have to be passed ** to a manager for further review. This is typical, anytime I have ever tried to have an issue resolved from them, I have never had any luck. All I am requesting is that they post my mattress as having been "returned" and deliver that message to ************** so that ************* can refund my $130 payment and so that my credit is not negatively impacted for this ridiculous fiasco. I have done nothing wrong in this situation and I am suffering the consequences. Please help me with this.

Desired Settlement: I would like Serta to report to Comenity Bank that my mattress was returned on FEBRUARY 28, 2014, and to issue my $130 payment. I would also like any dings to my credit to be reversed and the appropriate credit agencies to be advised IMMEDIATELY that there has been an error and I am not in fact late on any payments.

Business Response: Initial Business Response /* (1000, 5, 2014/04/04) */ *********** order was returned on 2/28/14 and the credit was not authorized until 4/2/14. This delay is unacceptable and we are updating our process to fix future delays. I apologize for this and within 10 days depending on your statement cycle you will see the merchandise return credit. As you know at that time************** will refund your first payment of $130.00. Your credit rating will not be affected. Initial Consumer Rebuttal /* (2000, 7, 2014/04/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, this is okay with me. Thank you.

4/1/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: *********************** We ordered an **************** firm king mattress, box spring and bed frame ************************* We received a queen size frame and a cheaper, inferior mattress. Initially didn't realize the mattress was not the one we ordered. After repeated calls (at least 8 or 9 **************************************and emails concerning the frame, it was delivered yesterday. Last night when we put it together and went to place the mattress on it (set up was supposed to be included)we realized that the mattress is a ************************* which sells at ***** for several hundred dollars less than the mattress we paid for.

Desired Settlement: All we want is what we paid for. We want the exact mattress ordered, delivered immediately and set up in our home as specified.

Business Response: Initial Business Response /* (1000, 5, 2014/03/25) */ Serta works with *********** delivery agents for home delivery of internet base orders. We belive what happened is they confused two orders with eachother. We are very sorry this happened and when we were advised by our customer we called and left a voicemail message to correct the situation. The ******** model was originally ordered and is no longer available, we have offered an free upgrade to the ******* model and have not heard back from our customer. We will contact the ********* again to discuss. Initial Consumer Rebuttal /* (2000, 10, 2014/04/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)

3/27/2014 Problems with Product/Service
3/26/2014 Billing/Collection Issues
3/26/2014 Problems with Product/Service
3/18/2014 Guarantee/Warranty Issues
3/18/2014 Advertising/Sales Issues
3/4/2014 Guarantee/Warranty Issues
2/24/2014 Guarantee/Warranty Issues
2/24/2014 Guarantee/Warranty Issues
2/11/2014 Guarantee/Warranty Issues
1/28/2014 Guarantee/Warranty Issues
1/28/2014 Problems with Product/Service
1/22/2014 Problems with Product/Service
1/22/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchase a Mattress from this company a Serta high end mattress in May buy December the mattress dips on mine and my fiances side. When you try to move over you lean to one side because of the dip. We rotated the mattress several times and the dip keeps coming back. Talked to the store and they said we have to pay money to have someone look at it. And if it was found to be defective we would have to buy another Serta mattress not sure thats fair. Also what kind of warranty is this the store said they can not do anything unless when no one is on it dips 1.5 inches so they are saying who cares if it dips when someone is on it. Because of the dip we are not getting a good nights sleep it is very uncomfortable.

Desired Settlement: A complete refund the bed is terrible

Business Response: ******************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************* Final Consumer Response /* (2000, 18, 2014/01/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response /* (4000, 16, 2014/01/21) */ I have had further contact with****************** customer service and they have informed me that this consumer returned the Serta mattress and upgraded to another brand.

1/21/2014 Problems with Product/Service
12/23/2013 Problems with Product/Service
12/3/2013 Problems with Product/Service
12/2/2013 Guarantee/Warranty Issues
11/29/2013 Problems with Product/Service
11/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: p urchased X-X-XXXX noticed sagging X-XX-XXXX serta perfect sleeper pillow top mattress order number XXXXXXXX*************************************

Desired Settlement: replace or refund money.

Business Response: Initial Business Response /* (1000, 7, 2013/11/05) */ *********** contacted Serta on 10/22/2013 and the reference number is 000418376. After asking for the address where the mattress is located we realized that this warranty needs to be started and inspected from the Serta ******** office. I will follow up with Serta ******** for status on this warranty and update this case by the end of the week. Thank you for bringing this to my attention. Final Business Response /* (1000, 10, 2013/11/14) */ I followed up with Serta ********, they explained that they emailed with or spoke to *********** on October 23rd and on the 24th sent him the claim form. I know he was unhappy with the inspection fee of $35. As soon as the claim form is submitted to Serta the mattress will be inspected for manufacturing defects. Serta ******** can be reached at *************

11/18/2013 Guarantee/Warranty Issues
11/11/2013 Guarantee/Warranty Issues
10/15/2013 Problems with Product/Service
10/14/2013 Guarantee/Warranty Issues
10/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed my order online on 8/28/13. I received a phone call around 9/5/13 that someone would call me to set up time of delivery on 9/11/13. I called Serta because I had not received a call from the delivery company and was due my mattress order that day 9/11. Serta informed me that my order was scheduled for delivery and gave me the number to the delivery company. I called the delivery company and was told my order was denied because it wasn't complete. I was instructed to call Serta. I called Serta back. Was advised that she has escalated my problem to her supervisor, I will receive a call shortly. Four hours later no call, so I called back. I was advised by the same nice lady that I would be receiving a call they were "reviewing my order". Almost three hours later I receive a call from a gentleman who informs me "We just wanted to insure you that the problem with your order has been sent to corporate." And that "He just wanted to insure me that someone would be calling me back tomorrow.(Which is today)" and that "He just wanted to insure me that it would be taken care of." I hadn't heard anything from anyone and I wasn't feeling to "insured" about things being taken care by late afternoon on 9/12. So I called them, again.... A young lady answered the phone and my "Sleep Consultant" looked at my account after being on several holds/mutes and I was told I needed to call the delivery company, they had my order. I explained everything. Again.and told her that they did not have it and answered a couple more questions that if paying attention she would have known the answer. She asked me to hold while once again she "looked into my account". My Sleep Consultant didn't place me on hold/mute and proceeded to talk about how "This Lady... has an issue". Please keep in mind that "This Lady" is still being very pleasant and hasn't shown her frustrations, yet. She finally mutes the line and after several minutes comes back to tell me that an email was sent to corporate and they couldn't tell me anything further but she could email her manager. I said (in a frustrated tone) emails aren't working let me speak to a manager. After a long hold the supervisor comes to line and repeats exactly what the agent had said. I asked for the number to corporate so I could speak to someone there. I was told I could go to the Serta website and submit an email to them. I asked again if there was not a number I could call. She said no. I asked how they reached them, she said via email. I said, "so you are telling me there are no phones in the corporate office of Serta?" She stated not that she had a number too. WOW! Must be horrible working for a company that you can't contact by phone. I told her that I would contact them, she said "okay, have a nice day" before I could hang up I told her that she needed to remind her agents to place customers on hold/mute before speaking about them. I hung up before she could respond. I decided okay, I'll do the email thing if that's what it will take. I go to the website, locate the contact page and wouldn't you know it, the website has a drop-down from the menu bar hiding the area to email corporate. I******* the phone number to the corporate office. I call the number and the nice receptionist informs me that unless I have a direct name to be transferred to she cannot transfer me. I asked to be transferred to whomever all the emails go to. I explain my problem. She again refuses to transfer me to anyone, I voice my frustration with the customer service I have received today and the lacking of caring about my situation. Although canceling my order will just delay me being able to purchase a much needed mattress it looks like my only option at this point. Without a knowledgeable person I am not "insured" the financing will be canceled as well and/or the problem resolved. My order number is ****. It is financed through their website with ******************************** ************** First payment is due 9/20/13.

Desired Settlement: Either overnight delivery or cancellation of order and financing. With cancellation of financing in writing. I would prefer to receive the mattress. Something most definitely needs to happen before my first payment is due on 9/20/13.

Business Response: Initial Business Response /* (1000, 7, 2013/09/30) */ On September 25th a replacement mattress set was delivered successfully. ********* has reported that this issue has been resolved to her satisfaction.

10/7/2013 Problems with Product/Service

Customer Review(s)

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Customer Reviews Summary

6 Customer Reviews on Serta, Inc.
Positive Experience (0 reviews)
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