Business Profile

Mattresses

Serta Simmons Bedding LLC

This business is NOT BBB Accredited.

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This business has 1 alert

Pattern of Complaints

Complaints

This profile includes complaints for Serta Simmons Bedding LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

103 total complaints in the last 3 years.
31 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/10/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased 2 Serta Big and Tall Executive with air technology Price for 2 chairs $1319.98. Since our purchase one chair the seat leans to one side and the air technology stopped working so chair is stuck all the way down at the floor. and the other chair now leans also!! We purchased Serta products because the are american made, but Serta puts its name on home innovations products that are made in *****?? Hmmm bait and switch for american made products? I have sent 15 plus emails back and forth to ************ and she has told me that she can only keep sending out parts. Again I have asked multiple times to speak to someone higher up but no response?? Neither chair sets comfortable anymore, the same problem has been replaced on each chair and we still need a seat replacement. The arms on both chairs loosen to the point of wobbly once a week.
Business Response
Date: 11/15/2022
Hi ***,
We are truly sorry to learn of your experience with your Serta chair. While we don't manufacture the item in question,I'd be happy to provide contact information for proper assistance. This product is manufactured by our licensed partner True Innovations and they will be able to assist you further. Please email *************************** or call ************** (Monday - Friday 6:00 am 5:00 pm Pacific Time).

Sincerely,
Serta ******* Bedding
Initial Complaint
Date:11/09/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In February 2017 we purchased a Simmons mattress from ****** Mattress in ********, **. Approximately 5 months ago, we noticed a good amount of sagging on both sides, therefore we contacted Simmons beauty rest to process a warranty claim as we were well within the 10 year warranty.We provided many pictures at their request with the law tags, and were informed that as our mattress was under warranty. We were told to visit a retailer and then advise back as to which mattress we wanted to order. Over the past month, communication from their rep ********* became quite inconsistent where I had to send a separate email to work with another ********* finally emailed back and I explained that we wanted to buy a mattress that was more than 3x what we paid. A lack of communication persisted and then last week she asked for the receipt. We did not have that so we contacted ****** Mattress (who no longer sells any Simmons products) and they promptly sent it where I passed it along.After review, she said because it was a floor model or as is mattress, there was nothing further they could do, even though we again wanted to purchase one of their top tier mattresses costing over $3500.00. As a result we want Simmons to refund our original purchase price in the form of a check.
Business Response
Date: 11/11/2022
Hi ***********,

We are sorry for your dissatisfaction. We understand your frustration and want to help.

Refunds are per the terms of your sale with the retailer.Please reference your sale information for options with this particular retailer.

Although were not able to refund your purchase, we can however,offer you a courtesy replacement for the ***************************************** Series Medium (700811193-1060),with the remaining of the 10-year warranty which ends 02/20/2027. If you have a different Beautyrest mattress in mind, we'll be happy to provide the price difference you would need to pay if applicable to your selection.

Please let us know if you prefer the courtesy replacement or if you would like to upgrade.

Were here if you have additional questions.

Sincerely,
Serta Simmons Bedding
Initial Complaint
Date:11/08/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
About two years ago I bought a king ***** Simmons Beautyrest mattres. It is a spring mattress, with pillow top. I was hopeful it would provide a good sleep. It was good initially. Though, after 6 months the pillow top started to sag. After a while the pillow top degradation was so bad that I and my wife both got back pane. My back pane aggregated so bad that I couldn't sleep, and couldn't move around easily, and had to visit doctor and get MRI. I had developed a disk bulge. My wife also for the first time started having back pane.I contacted the warranty team of Simmons. Even though lying at different locations of the bed clearly showed how different parts of the mattress react differently to the weight, they didn't accept it. They asked me to get photos without any weight on the mattress and show the sag. Without weight, pillow top bounces back and doesn't show any thing. I told them I have bad back pain due to their mattress, and will *** them. Then they asked me to send photos with dumbells on the bed and provided instructions. I took the photos , and sent them, though, they never replied back.I appreciate if you help and advise.Best regards,***
Business Response
Date: 11/08/2022
Hi ***,

Thank you for reaching back out. I'm truly sorry for any frustration or disappointment you feel. We absolutely care about our sleepers,and we too are disappointed when people feel our products are not providing the restful sleep they deserve.

After our initial request for information on September 12th,we did not receive your response until October 20th. Our team would love to assist with a courtesy replacement of your mattress. To move forward with the courtesy mattress replacement offer, simply reply to the offer which was recently emailed to *********************.
Refunds are per the terms of your sale with the retailer. Please reference your sale information for options with this particular retailer. We are unable to refund money we did not receive.

We are here if you have additional questions.

Sincerely,
Serta Simmons Bedding
**************
***********************************
Customer Answer
Date: 11/08/2022
Hello,
I very much appreciate your help, and follow up on this matter. I received the business (Simmons Beautyrest) response through email. They are providing a replacement, which is acceptable to me.
Though, our concern is that the new replacement, which would be similar to the one we have now, develop the same issue (pillow top degradation) over time. I asked Simmons Beautyrest if they can provide us a better quality mattress.
I asked if they have mattress with micro coils instead of different layers of foams (which again, would degrade shortly). Also, I expressed them we are open to accept other better ************* mattresses, which would not degrade like the one I have.
I added that we are OK to pay the difference if the higher quality mattress is more expensive than the original replacement.
Thanks and best regards,
***
Initial Complaint
Date:11/06/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
***** was supposed to replace our mattress per their warranty. They stated that they would, had me choose the replacement mattress, and we have not heard from them since. I have sent emails for an update and never received a response. I only wish they would send the replacement mattress as they stated they would.
Business Response
Date: 11/07/2022
Hi ****,

We would like to apologize for the delay in processing your warranty replacement order ********. Please allow time for production and delivery to the local delivery agent XPO logistics. They will contact you directly to coordinate a delivery date and time.
Our Warranty Aftercare team is always available to assist with any additional questions or concern.

Please do not hesitate to contact ************** MonFri 9am5pm EST.

Sincerely,
Serta ******* Bedding
Customer Answer
Date: 11/07/2022
I have made the arrangements for the mattress to be delivered and the old mattress to be removed. I will follow up once the new mattress has been delivered to let everyone know if they have followed through.

Thank you.
Initial Complaint
Date:10/09/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filed a warranty claim in April 2022 to replace my mattress. Serta tried for months to not honor their warranty policy, claiming I had to have it approved by ***** since I had bought it originally there. After months of ***** not responding, Serta finally accepted my warranty claim. I had already provided every document and picture proving that I met the warranty policy in April. They approved my warranty replacement in July 2022 I believe. Since then, they have failed to deliver me my replacement mattress, which I need due to back issues. They partner with a company called XPO Logistics. They have canceled on my delivery 6 times with 16 hours of delivery time slots that I had to be home for, affecting my work schedule. XPO claims they damaged the mattress and needed another in order to ship me a good mattress. I had to inform Serta of this and they claim to have sent XPO another mattress that is not damaged, but XPO claims they have not received the mattress. Serta is taking no responsibility for this dilemma and putting the onus on myself and XPO. I have about 100 emails between myself and Serta, dozens between myself and XPO, and countless calls and hours to Serta and XPO trying to sort this out. This has been one of the worst customer experiences I have ever had, I have never had to complain or file a report against a company before this is not something I would resort to typically, but I have no other choice. If ai do not take further action I am afraid I will never get this mattress that I am owed by Serta. Thank you, I can provide any further documents as needed and free to talk on phone whenever ************
Business Response
Date: 10/17/2022
Hi ******,

Thank you for allowing us the opportunity to assist. We are truly sorry for the experience with the delivery of your product. Per our records, your order was delivered 10/04/2022 and a $150 gift card was issued for the inconvenience. Please do not hesitate to contact us if you have any other questions or concern.

Sincerely,
Serta ******* Bedding
Customer Answer
Date: 10/17/2022
I never received a $150 gift card
Business Response
Date: 10/18/2022
Hi ******,

Thank you for allowing us the opportunity to assist. We are truly sorry for the experience with the delivery of your product. Per our records, your order was delivered 10/04/2022 and a $150 gift card was issued for the inconvenience. Please do not hesitate to contact us if you have any other questions or concern.

Sincerely,
Serta ******* Bedding
Customer Answer
Date: 10/20/2022
I never received the $150 gift card
Business Response
Date: 10/21/2022
Hi there,

On 10/05/2022, our delivery partner XPO issued a $150 gift card. If you have additional questions, please feel free to contact XPO.

Best,
Serta ******* Bedding
Initial Complaint
Date:10/05/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I began trying to file a manufacturer defect claim back when I 1st reveived the mattress in this warranty dispute. However it became so difficult and my time was so limited I was not able to hound them down and finish the process.Now I am filing the claim for a warranty replacement because the issue has gotten so bad that I am rolling off the side of the mattress because the inner frame is so collapsed and broken.Upon sending in the warranty claim, they repsond and say that there is normals amount of sagging in the mattress for normal wear and tear. This claim has nothing to do with the mattress sagging it's about the frame that is broken that arrived to me broken or collapsed.I need the return credit ASAP because I have to purchase a new mattress from mattress firm and they will not allow me to until I have the credit. - Because I will need the credit to my bank account or toward the new mattress, and I need the new mattress by next week. I may soon need to purchase the mattress if I don't get this resolved in time, and then I would need the credit to go directly back to my bank account in my debit card.I have tried contacting them by phone and am not able to reach them.I tried working with another worker through the call center a couple of days about the issue, but he refused to assist me, saying that he can not help me. Only the people whom I can not contact or communicate with, can help me.
Business Response
Date: 10/17/2022
Hi ****,
We are sorry to learn of your dissatisfaction with the outcome of your warranty claim through Mattress Firm. Our valued retail partners are authorized to provide warranty service, and can do so promptly and efficiently. We kindly ask that you continue to work with your retailer towards a resolution.

Sincerely,
Serta Simmons Bedding
Initial Complaint
Date:10/05/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased a Serta mattress about a year ago and it has a 10 year manufacturers warranty so I did not purchase a store extended warranty. I purchased which was JCP .com. We have had so many issues with this mattress and they got worse and worse until my back and hip were in pain from the sinking and the bulging ** in places so I called JCP and they sent me to Serta. My husband emailed them and Serta sent us back to JCP. Then JCP sent me back to Serta. Just back and forth until we can no longer talk to them on the phone or email because we literally get no help at all. Serta is not honoring their 10 warranty. I have called Serta and also emailed them, I will attach an email where they tell me to go back to JCP. The phone conversations were the same.I have the tags still on the bed and it shows all the dates that it was shipped etc. I will copy and paste the purchase below. The tags still on the bed reflect the information below. I would like a refund and Serta is not willing to help us in this matter at all. They haven't even offered a replacement which I would not want to get even if offered because I feel this model is defective and could have the same issues again. No matter who sleeps on what side the issues still continues on one side only and continues to get worse. We are both well under the weight limit of this bed and see no reason why it could happen other than being defective. Thank you for your help in this matter, ************************* See information below for specifics on dates and product:Fri, Aug 26, 12:35 PM serta 10 yr warranty ************** jcp.com Serta Serene Sky **** Tight Top - Mattress + Box Spring ******************************** 1 $665.78 Date Shipped: 08/03/2021
Business Response
Date: 10/07/2022
Hi *****,
Thank you for reaching out and we are so sorry to hear about your experience. We'd like to help however there is some important information to consider as we move forward.
Having purchased through JCP.com, we as the manufacturer do not have access to your order or payment information and cannot offer a refund. In the event of a return, you will need to contact JCP as they would be the company who is responsible for your refund in full since they are your original point of purchase.
While many retailers, including JCP, handle their own warranties (which is why they offer extended warranty times for purchase) if there is any confusion on their end, we're happy to step in to honor a warranty replacement based on the information you've provided. Out 10-year limited warranty offers a replacement, not a refund. Please keep a lookout for an email from our team confirming a replacement, which will include a free removal of your current mattress and a delivery of a new one.
We hope this helps!
Customer Answer
Date: 10/10/2022

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,

*************************
Initial Complaint
Date:10/05/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Serta Mattress with a 10yr Manufacture warranty in 2017 and have made several attempts since 2017 to get a replacement warranty mattress for the defective item I purchased. I have called Serta direct ************ on several occasions over the years with no success. I have been promised a Supervisor would contact me and have filed a claim on numerous occasions with absolutely no follow-up or recourse.Each time I contact Serta I am told to do the manufactures warranty claim process all over again. The Team Leads/Managers/Supervisors do not assist the customer service reps and will not allow any calls to be escalated. It is very unfortunate for a company this size to be allowed to falsely advertise a warranty service plan that they make it impossible to have adhered. I have suffered enormous back pain, and endured much stress over this false advertising and damaged product since 2017. I request immediate replacement of my Serta Mattress and Refund of my Serta box springs as I have since had to purchase a Adjustable base from another company who's reputation and reviews regarding service and warranty stands true to there product name. I have spent a enormous amount of money on back doctors, physical therapy, and chiropractors visit.I have emailed Serta over 10 times throughout the years all information pertaining to my warranty claim and now to be told today that none of my claims or inquiries are in the system including the one I just made again on yesterday October 10/4/2022 was lost. Per the ******** Service Agent ****** and Manager/Supervisor ******* at 1-************.
Business Response
Date: 10/07/2022
Hi ****,
Thank you for reaching out. We are truly sorry to hear about your experience. We take your comfort and sleep very seriously so to hear that you've been dealing with a possibly defective mattress for so long is something we want to get taken care of as quickly as possible. I have confirmed with our team that we are in communication with you directly via email. We have received the photos you've provided and description of the issue you are experiencing with the mattress. With the information we have, we will be sending a full replacement mattress to hopefully get you sleeping comfortably again soon. While personal preference is not covered by the limited warranty we offer, if you believe a replacement is best we're certainly able to get that processed for you.
As for the request for your box spring purchase, this is not something we can offer if you did not purchase directly through our Serta.com website. Without being your original point of purchase, we cannot offer a refund for the funds we do not have access to. If you have your purchasing receipt for the box foundation we recommend reaching out to the retailer to request a refund. We cannot guarantee this is something that they would honor as every retailer has different terms and conditions for their products, but you may ask them to see what your options may be.
Please keep a look out for a response from our team soon. This will confirm your mattress replacement, removal of the current one, and delivery of the new one.
We hope this helps!
Customer Answer
Date: 10/07/2022

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 but still have several questions.
What mattress will be the replacement? I need to know so I can ensure its one that will work with my back. Also, when should I expect the replacement to occur as I wish this matter to be expedited.
Also as far as the box springs I purshased both Serra products same day. (See attached receipt). I understand you cant offer a refund but I will accept a replacement on those faulty box springs along with the replacement mattress.
I made the attempt to reach out to Serra direct today to obtain a status update with no resolve as of yet outside of this notice from Better Business Bureau. I was advised there is no information for me yet.
I have both the mattresses and box springs ready and awaiting pickup once all replacement items are received.
If it is easier/faster I would prefer a Serta giftcard or voucher totalling the amount in which I spent for both items totalling $1122.65 so I can pick out my items which best suit my back at a local retailer.
Please ensure to address all concerns in the body of this email!
Thank you,
*************************
************

Sincerely,

*************************
Initial Complaint
Date:09/16/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My mattress was purchased at ********************** in *********** **************. After spending about a hour selecting this mattress & asking questions. I picked up on September 12, 2022. I slept on mattress on the next night sadly it was like steel, in the middle its like a hammock. I awoke in major back pain & clicking joints. I was diagnosed several years ago with *********** on disability. I have paid $799 plus tax. The company told me it had a 10 year warranty and returns would be done through manufacturer. I am not sure who to contact but I want my money back. So I can get a good mattress. I am in distress since this mattress came in my doors. Today is Friday September 16, 2022.
Business Response
Date: 09/19/2022
Hi *******,
Thank you for the information and we are sorry to hear about your experience. Returns or exchanges are per the terms of your sale with the retailer. Please reference your sale information for options with this particular retailer.
Our valued retail partners are also authorized to provide warranty service, and can do so promptly and efficiently. If you have moved or if your retailer is no longer in business, please contact Serta **************** for warranty service at ***************).
Our Serta **************** team will be happy to assist with any questions about the warranty. Refunds and Returns are per the terms of sale with the retailer.

Sincerely,
Serta ******* Bedding
Customer Answer
Date: 09/21/2022
Guarantee/ Warranty Issues
Order date: Sept 12, 2022. Amount: $854.93
My mattress I purchased Sept. 12, 2022 from ********************** in *********** ** is sagging. This mattress is defective I am disabled and this is very uncomfortable. There is a depression where I sleep on bed ( I am 52 275 lbs). It is now like sleeping on a hammock and my back hurts after a few hours. The mattress comes with a 10 year warranty. ***************** said contact Serta. I got an email from Serta ******* saying ******* had to warranty. ******* said Serta handles this. I am confused and ******* said Serta should have called because this mattress comes with a 10 year Warranty. Can someone assist me in refunding my defective mattress. It is useless and I have gotten rid of my old mattress and now sleeping on my couch. I need my money back to get me a mattress because this mattress is not allowing me to count sheep. They claim to be hassle free Ive gotten nothing but the runaround. Please help BBB.
Business Response
Date: 09/22/2022
Hi *******,
Thank you for allowing us the opportunity to assist. Our Serta ******************* team will be reaching out to learn more about your situation and reach out to the retailer on your behalf.

Sincerely,
Serta ******* Bedding
Customer Answer
Date: 09/28/2022

Complaint: 18038577

I am rejecting this response. The only respectable resolution is my full refund of $854.93. Serta has given me the run around since September 12, 2022 when this defective mattress was purchased from Gordons Furniture. From the start till today September 28, 2022 I have lost all trust and want my money back.

Sincerely,

***********************************
Business Response
Date: 09/29/2022
Hi *******,
We completely understand your request for a refund. With ******** Furniture being your original point of purchase, we (as the manufacturer) do not have access to your order or payment information and cannot offer a refund. If you wish to process a return, please contact ******** Furniture directly with your receipt to get that processed. Each authorized partner like ******** may have their own terms and conditions for a return. It's best to speak with their support to to get more information about their return process.
Alternatively, per the 10-year limited warranty we offer, we're happy to pursue a warranty claim for a replacement mattress. To begin, I invite you to email us photos of the issue you've described and a clear photo of your mattress tag. These photos will allow us to verify the defect and the make/model of your mattress for a replacement. Our warranty team can be reached at ***********************.
We're happy to get a warranty claim started for a replacement and look forward to hearing from you.
Best
Customer Answer
Date: 09/29/2022

Complaint: 18038577

I am rejecting this response because: I purchased a Serta Queen (2 Sided) Presidential Suite X on Sept. 12, 2022. It was purchased from ***************** in ***********, ** ************** I authorize Serta International & BBB to contact this business and get all information pertaining to the purchase. The company made it clear that any refunds or exchanges are done directly with Serta. Immediately Beautyrest, ******* and ******* started giving me the run around about my warranty blaming each other accountability. I can send the emails. I have lost all trust in this company and I am not being protected as a consumer. The mattress is defective and the only option I seek is a total refund from this establishment. I am 46 years old, been living alone, in my on apartment since the age of 17 years. I am disabled and 17 years ago diagnosed with Rheumatoid arthritis & Lupus. I am hoping that with the help of BBB you can help me in this matter.

Sincerely,

***********************************
Initial Complaint
Date:09/16/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased two pillows, online (10) days ago and the order (#****) still hasn't been fulfilled. I haven't received any communication from Simmons.
Business Response
Date: 09/20/2022
Hi ******,

We are sorry to learn of your dissatisfaction with your Simmons pillow order. This product is manufactured by a licensed partner. There was an issue with the production and shipment of the order thus the unfortunate delay. Our team has gone ahead and cancelled the order and refunded your money. If you have any other questions or would like to speak to our team directly, please contact *************** or *******************************

Sincerely,
Serta Simmons Bedding

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Serta Simmons Bedding LLC is NOT a BBB Accredited Business.