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:02/04/2024
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 a few years ago. I filed warranty claim in November and it was accepted. The edge of the mattress broke apart. My mattress wasnt made anymore, but was promised the most comparable mattress. The mattress was shipped, but later lost. The second mattress arrived Friday. The delivery men said they could not take the broken mattress so its just sitting in my garage. I am not able to move it. The new mattress is NO WHERE near comparable to my old mattress. Its like sleeping on concrete. My arms both go to sleep the mattress is so firm. I am now sleeping on my couch. The pain in my back due to the new mattress is unbearable. This has been horrible experience for a very expensive mattress.
Business Response
Date: 02/05/2024
Hi *********,
We've received your BBB complaint regarding your warranty claim. I'm sorry to see you felt a BBB complaint was needed. Reviewing your case I see that you've been in regular communication with our Customer Experience team who is helping as much as they can with regards to a replacement.
From the team, they are in communication with you now to decide a replacement outside of our normal warranty process. We're happy to have you reselect a mattress that will better suit your sleeping needs. We're also happy to offer a free removal through our delivery partner when the new mattress arrives as well as a removal for the mattress that is currently in your garage.
Please let our Customer Experience team know if you have any other issues, questions, or comments.
All the best.
Customer Answer
Date: 02/05/2024

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:01/30/2024
Type:Order 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.
Serta refuses to honor the warranty for a failed Serta iComfort mattress we purchased. We have provided evidence that the mattress has failed within the scope of the warranty coverage, however Serta states they are not going to honor their warranty in their response to the failed mattress. We have 2 of these mattresses, and we proved beyond a shadow of a doubt that one of the two have failed compared to the other one due to manufacturing defects. We have uploaded receipts and proof.
Business Response
Date: 01/31/2024
Hi ******,
We've received your BBB complaint and appreciate you taking the time to share your experience. Reviewing your claim including the photos provided, we cannot indicate a manufacturing defect which qualifies for a replacement per the limited warranty we offer.
You may read the Serta Warranty here: ***********************************************************************************************************************************
However, if you believe a replacement would be best we would be happy to offer a one-time courtesy replacement. We're only able to make this exception once, so for the remainder of the warranty period (valid through March ****), the only way we will replace the mattress is if there is a very clear defect present and shown in photos.??
The current make and model of mattress you own is no longer in production. For the one time courtesy replacement, wed like to offer the most up-to-date and comparable model we have available on Serta.com, the iSeries Hybrid **** Firm, twin XL size free of charge (retail price $1,899.99 plus tax).??
If you'd like to review its features, check our website here: *************************************************************************************
**You must choose [TWIN XL], [ENHANCED], and [FIRM] on the website. ??
We ship using our partner RXO, expected delivery is between 2-4 weeks. When the replacement arrives, RXO will remove your current mattress. We certainly don't want you to go without a mattress, so the swap will be done during delivery.??Please respond directly to this email if you would like to move forward with the courtesy replacement. ??
All the best.

Customer Answer
Date: 01/31/2024

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 will accept their response to replace the mattress with the offered Twin XL, ENHANCED, FIRM Replacement Mattress as offered and will be delivered to my address by RXO to *********************************************************; 30022.

Sincerely,

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

MESSAGE FROM BUSINESS:

Hi ******,
We've received your BBB complaint and appreciate you taking the time to share your experience. Reviewing your claim including the photos provided, we cannot indicate a manufacturing defect which qualifies for a replacement per the limited warranty we offer.
You may read the Serta Warranty here: ***********************************************************************************************************************************
However, if you believe a replacement would be best we would be happy to offer a one-time courtesy replacement. We're only able to make this exception once, so for the remainder of the warranty period (valid through March ****), the only way we will replace the mattress is if there is a very clear defect present and shown in photos.??
The current make and model of mattress you own is no longer in production. For the one time courtesy replacement, wed like to offer the most up-to-date and comparable model we have available on Serta.com, the iSeries Hybrid **** Firm, twin XL size free of charge (retail price $1,899.99 plus tax).??
If you'd like to review its features, check our website here: *************************************************************************************
**You must choose [TWIN XL], [ENHANCED], and [FIRM] on the website. ??
We ship using our partner RXO, expected delivery is between 2-4 weeks. When the replacement arrives, RXO will remove your current mattress. We certainly don't want you to go without a mattress, so the swap will be done during delivery.??Please respond directly to this email if you would like to move forward with the courtesy replacement. ??
All the best.
Business Response
Date: 03/11/2024
Hi ******,
Thank you for confirming accepting a replacement. The replacement has been processed and you should have received a confirmation via email. If not, here is a copy of your free replacement order and order number:
***************************************************************************** (input your email address to review)
Order Number: 9229-2960-1256-3188
You're all set!
All the best
Customer Answer
Date: 03/14/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that if they actually deliver the mattress this time I'll accept their request. Please note they have said they ordered it this time, but there is no tracking information and no eta on delivery and the order states they cannot guarantee it will be delivered. So if it's not delivered by end of March, we will have to open the case back up yet again, as their phones are disconnected and they won't answer to even provide replacement order status.

Sincerely,

*****************************
Initial Complaint
Date:01/23/2024
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 name is ***********************************. My address is ************************************************************. I filed a complaint a couple of days ago and Im just filling out the things that I missed. I filed a complaint with the company the first year but like I said, they asked me to pay more money. I paid $50 for them to come and inspect the bed but I never heard from them.Im fighting paralysis, loosing the ability to breathe on my own. Fighting respiratory failure. Not to mention, loosing the ability to hear and see. I was diagnosed with Chiari I Malformation with Syringomyelia at C3-T7. I have so many doctors appointments which are very difficult for me to attend to because of my mobility. I have to contact every doctor I think that can help me, pulmonologists, GIs, neurologists. To add to these problems, I had surgery a few years ago to remove a cyst in my v**** and the doctor forgot to sew me back. Another issue Ive been fighting.I shouldnt be dealing with this. Imagine, a good bed is so important for me right now. I live on my meager income and its so unfortunate that this happens to people that arent deserving of any more trouble because their life is troublesome enough. Im pleading for you to help me as I cant afford to buy another bed. My bed prior to this, I bought for $750 and I used it for 14 years. It only started to have dips and indentations after about 13 years. *** never encountered a bed that started to have sagging indentations within the first year! I know its been a while but after I complained to Beautyrest the first year, after they inspected the bed, I called many times and they wont even talk to me. Please help! For me, even if I get a little refund if possible so I can get a replacement mattress thats decent. The address of Beautyrest is, ******************************************************************************** Tel. ************** Attached here is my receipt.Thank you for your time and understanding. *********************************** *************
Business Response
Date: 01/24/2024
Hi ******,
My name is ******* with the Beautyrest Customer Experience Team. We received your BBB complaint. I'm sorry to hear about your experience! I've checked our records and don't see that we've had communication in the past with the email or phone number you've provided. It may have been you were working with the retailer you purchased from. Hearing that an inspector was needed makes me believe this is the case as our Beautyrest.com team does not require inspectors for warranty claims.
Nevertheless, we're happy to help get a warranty claim filed with our team directly to get you a replacement mattress.
For all warranty claims we require the following information:
1. Copy of your invoice or receipt to verify the purchase (you've already provided this, thank you!)
2. A clear photo of your mattress tag indicating its make, model, and size (this is a long tag sewn to the edge or under the mattress)
3. Clear photos of the issue you're experiencing so our team can determine the defect as outline by our limited warranty
As soon as we gather this information, we'll be happy to file the warranty claim. You may respond directly to this message with the information or to our warranty team at ***********************.
We look forward to hearing from you.
Kind Regards
Initial Complaint
Date:12/17/2023
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.
This is my 3rd mattress in almost 3 years and the sagging continues. I honestly dont know where this mattress went wrong as it was one of the higher rated mattresses when we purchased. Beautyrest *************** Plush Pillow Top King. The first purchase was same issue, sagging on both mine and my husbands side and super high still in the middle. Cooling? I am sure this mattress keeps the heat in not out. **************** was excellent when i filed my claim and a new mattress showed up in a few weeks. This was the second mattress and smelled like chemicals so bad i had to sleep downstairs. I contacted customer service again and yet another ********************** was sent which is my third and now having the same sagging issues which is worse now on my side than my husbands and he's about 50lbs heavier than me. Not only is it sagging but sagging weirdly by our heads, so when we sleep the lower part of our body is elevated which my husband has been waking up with headaches. We have turned the mattress every other month but now its just weird and painful. For the money we spent $4400 on sale, we are very disappointed. We would like someone to reach out to us to help with our concerns. We are desperate for good sleep on a better mattress. We received a decline on the pictures we sent which clearly showed the sagging and told me to go to the store where I purchased for a refund. I even posted my complaints to their website. We now are having headaches as the head of the mattress sags lower than the bottom. We just want a mattress that does not sag which is not this one. I requested a refund.
Business Response
Date: 01/24/2024
Hi *****,
******* here with the Beautyrest Customer Experience Team. We received your BBB complaint and are sorry to hear about your experience.
After reviewing your claim and if you are still interesting in doing so, we'll be happy to process a replacement for you. The photos provided are not as clear as hoped for (they are quite pixilated and look slightly altered) however if you believe a replacement is best, we can certainly offer that for you.
I see that you've requested a refund of which we are not offering as it is not part of the limited warranty we offer. Your original purchase was made with ******** Mattress in *********, ** and they would be responsible for issuing your funds back. We cannot guarantee that this is something they would offer as every authorized retailer has their own terms and conditions for returns.
If you are interested in receiving a replacement mattress, please let me know. I'll be happy to issue a replacement for the same make, model, and size as you have now.
Kind Regards

Customer Answer
Date: 01/24/2024

Complaint: 21018299

I am rejecting this response because: This was my third mattress in less than 2 years. ****** something is wrong with the making of the mattress. I dont want another one because the sagging will still be the same after 8 months. I was expecting more from a company like Simmons especially when the mattress is faulty and the NUMEROUS reviews stating the same situation as mine. The comments regarding the photos I provided may have been altered, thats just another way of trying to cover the faulty mattress and to blame the consumer. Clearly this is no way to resolve this issue with a refund as I do not want another mattress that will have the same problem again. I have contacted American Mattress and they were willing to replace my mattress with 50% off of another brand in their store. I would like to be refunded for the new mattress I had to purchase.

Sincerely,

***************************
Business Response
Date: 01/25/2024
Hi *****,
We received your rejection. Having purchased through an authorized retailer, you are subject to their terms and conditions with regards to a return or refund. As the Beautyrest Customer Experience team we stand behind the retailers evaluation of your claim and options they've provided.

If you have any questions regarding your claim at this point you may reach out to the retailers support team directly.

Kind Regards

Customer Answer
Date: 02/01/2024

Complaint: 21018299

I am rejecting this response because:

Sincerely,

***************************
Initial Complaint
Date:12/17/2023
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.
After 3 months, the mattress developed hills and valleys which do not smooth out when the unit is rotated as advised. I changed to a platform base to try to even it out to no avail and have the recommended 5 Beautyrest base. This is not what we were expected from Simmons Beautyrest at all. I have changed to Sleep Number I 10.
Business Response
Date: 01/24/2024
Hi *******,
******* here with the Beautyrest Customer Experience Team. We received your BBB complaint and are sorry to hear about your experience.

After reviewing your claim and if you are still interesting in doing so, we'll be happy to continue to process a warranty claim for you. For all claims, we require the following information:
1. Copy of your invoice or receipt to confirm your purchase (you've provided this)
2. Clear photo of the mattress tag indicating its make, model, and size (although blurry, this photo was provided and legible)
3. Clear photos of the issue you've described so our team may determine the defect based on the limited warranty we offer

I see that you've requested a refund of which we are not offering as it is not part of the limited warranty we offer. Your original purchase was made with ********************** and they would be responsible for issuing your funds back. We cannot guarantee that this is something they would offer as every authorized retailer has their own terms and conditions for returns.

If you are interested in pursuing a claim for a replacement mattress, please let me know. I'll be happy to issue a replacement for the same make, model, and size as you have now once photos of a defect are received.

Kind Regards
Customer Answer
Date: 01/25/2024

Complaint: 21016407

I am rejecting this response because:

Sincerely,

***********************************
Business Response
Date: 02/01/2024
Hi *******,
We've received your rejection through BBB. I want to reiterate that we see that you've requested a refund of which we are not offering as it is not part of the limited warranty we offer. Your original purchase was made with ********************** and they would be responsible for issuing your funds back. We cannot guarantee that this is something they would offer as every authorized retailer has their own terms and conditions for returns.
If you are interested in pursuing a claim for a replacement mattress, please provide clear photos of the issue you've described. We can issue a replacement for the same make, model, and size as you have now once photos of a defect are received.
You may read through our limited warranty here for reference: *******************************************************************
Kind Regards
Customer Answer
Date: 02/04/2024

Complaint: 21016407

I am rejecting this response because:
We tried 3 different bases, in cluding a platform base.
I am aware it is too late to return or exchange and are sick over this awful ******* purchase.
There are hills & valleys in t he middle that slants down each side.
City Furniture/****** claim not to handle warranty issues and referred me to you
for issues.

Sincerely,

***********************************
Initial Complaint
Date:11/30/2023
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.
On September 14, 2023 we contacted Mattress Direct about a Beauty Rest Pemberton ************** we purchased back in February 1, 2016. We contacted them due to the mattress springs failed causing a V-shape indentation on one side of the bed. The bed manufacturer has a full replacement warranty of 10 years from time of purchase. We spoke with a sales person at the store in ********, ******** that instructed ** to go online and fill out the manufacturer warranty form, which then will be submitted to ********************* in *********, ********. We filled out the form with pictures and submitted it. We waited three weeks for a response and received nothing. On October 5, 2023 we contacted ******** Home, who is the mattress warranty company, and the customer service person stated that they received the pictures and everything has been approved, but more specific pictures were required of the frame and box springs. We would have never known about the additional pictures had we not be persistent in calling about the status of our account. The additional pictures were submitted on October 8, 2023. We waited 4 more weeks and called again on November 7th, and spoke to a woman at ******** Home. She stated that they did receive everything, but nothing has been approved per her computer screen. She went on to state that she hopes that ******** Homes will approve it next week because they only approve them on Mondays and Tuesdays, but they are not open on Mondays. My wife has called an additional three times in between these dates and we told that the process takes time and to give it more time. This entire encounter has been over the course of 9 weeks. During this time frame, the bed has been unusable causing my wife and I to sleep in separate beds. I hope that your investigation expedites this warranty claim. Thank you *************************
Business Response
Date: 01/24/2024
Hi *******,
******* here with the Beautyrest Customer Experience Team. We received your BBB complaint and are sorry to hear about your experience with Mattress Direct. We do our best to work with our authorized retailers to ensure they are providing a good experience. In your case, this was far from what we were hoping for.
Apologies for my delayed response as well. I see that you've been in response with our Customer Experience Team shortly after this complaint was made. They were able to process a claim with you and your replacement delivered about a month ago.
We appreciate your candid feedback. We'll continue to provide this feedback with our retailers to help improve experiences.
Kind Regards
Initial Complaint
Date:11/09/2023
Type:Service or Repair Issues
Status:
UnresolvedMore 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.
This complaint is regarding a significant problem with the Serta mattress I had purchased. Its quality has caused me a great deal of problems, including excruciating back ache. I think the flaws are caused by torn seams or broken coils, which leave the mattress with early sagging and deep impressions. Despite following the requirements of the companys warranty, as validated by ************************ (bed inspection specialists), based on the inspection the mattress has no stains and sits on a sturdy support/base. Furthermore, Serta has declined to honor the warranty and is recommending a simple continued rotation procedure instead of replacing the mattress. The company claims **** year warranty but it's not honoring it, not only is this refusal to take responsibility annoying, but it also clearly violates the warranty. I consider this to be a careless move on Serta's part, given that it ignores my legitimate worries and the discomfort I am feeling as a result of the mattress' poor and defective quality.I ask that the issue be handled in a timely and proper manner. I demand that the warranty's conditions be followed and that the problem be fixed with either a new mattress or a complete refund. Thank you, BBB for assisting with this matter
Business Response
Date: 11/21/2023
Hi there,
We received ***************'s BBB complaint and have reviewed the claim submitted through Serta's authorized retailer, *********.

For context, having purchased through **************************** is subject to the terms and conditions of the retailer's warranty process. Our retailers evaluate claims based on the Serta ******* ******* limited warranty offered which can be read about here: ***********************************************************************************************************************************.
********* elected to send an inspector to evaluate ****'s mattress. Based on the inspection report, it was determined that ****'s mattress does not show signs of a warranty defect and does not qualify for a replacement.
As the Customer Experience with ************************** (our online support team) we stand behind the retailers evaluation of this warranty claim.

If there are any questions regarding the claim, **** will need to reach out to the retailer ********* as they were the ones who handled the claim and can offer alternative solutions if possible.

Best
Customer Answer
Date: 11/21/2023

Complaint: 20851615

I am rejecting this response because:
Company did not provide specifics what's covered by the warranty, and what was the difference between my reported defects and Serta's warranty based on the inspection.
This issue is not resolved, I expect the company to address the problem.
Sincerely,

****************
Initial Complaint
Date:10/21/2023
Type:Order 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.
This is regarding Beautyrest Silver BRS900-C ***** in. ********** *************** Mattress with 6 Box Spring which we purchased online from *********** *****************. CA branch on Oct 20, 2021. Order Number: WD84109365. Order Total: $1,648.33 The warranty is 10 years; specified as an Extra Firm Mattress. In less than 2 years of use it cavesin after the sleeper lays down on the bed. The mattress has been turned a couple of times because the other sidealsocaves in when the sleeper lays down. There has been a single user, and he experiences backpain as a result of sleeping on this mattress. Further use *** result in back injuries.On Oct 14, 2023 we complained to Simmons customer assistance. On Oct 19, 2023 they responded but refused a warranty replacement because they "do not see anything in the complaint that would qualify for a warranty replacement".We have appealed again, suggesting that they send their representative to come and inspect the mattress. There has been no further response from them.
Business Response
Date: 10/30/2023
Hi there,
We are sorry to see we've received a BBB complaint for this warranty issue. Reviewing the correspondence between the Beautyrest Customer Experience Team and the ****, a resolution has been provided and the case has been resolved.
While the team is experiencing higher than normal volumes which are creating longer response times, we've determined there was no issue with processing this case (replacement order placed on 10/25/2023). **** can expect a new, free replacement delivered via RXO in the coming business days.
We hope this helps provide a better understanding of the situation.
Best
Customer Answer
Date: 10/30/2023

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:10/20/2023
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.
Purchased a beauty rest$2999. from ************************************ in ************ ** and 2 years later it was coming apart at the seams in the corner. ***************** replaced it and we paid the difference between the first one and the second mattress $83.79. Ordered it on 9-2 and received it 3 weeks later and 2 weeks later I was putting sheets on and used handles on side to tuck sheets under and the bottom ripped called ***************** and they said they wouldnt replace it. Called Simmons several time no answer always says closed for the holiday. Been emails from them but getting the run around.
Business Response
Date: 10/26/2023
Hi ****,
We've received your BBB complaint and are sorry to hear about your experience. After reviewing your communication with our Beautyrest Customer Experience Team and with the sales representative for ************************************, we'd like to provide an outline of the events as we understand them.
Per ************************************, you approached them with a warranty claim of a torn handle on the mattress. ************************************ honored a replacement as a courtesy due to the damage being outside of the limited warranty covered. You may read more about what is not covered under the limited warranty, specifically regarding handles online here: *******************************************************************
As you've stated, using the handles to reposition the mattress caused the handle to rip again which ************************************ denied replacing as a second time.
Our Beautyrest Customer Experience Team has been in communication with you and in good faith are offering a one time courtesy replacement despite the error in use. We are currently waiting for you to provide your proof of purchase from ************************************ and a clear photo of your mattress tag indicating its make, model, and size. As soon as we are able to verify your purchase and your mattress, we're happy to honor a one time courtesy replacement as outlined in our email correspondence (last sent 10/21/2023 to ****************************).
We encourage you to respond to our team through email with your receipt and photo of the manufacturing tag so we may move forward with a one-time replacement. Moving forward, please do not use the handles to move or life the mattress as they will tear, which will not be covered under the limited warranty Beautyrest offers.
Best
Initial Complaint
Date:10/18/2023
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.
On March 25th 2018, I purchased a k greenfield park ******* mattress through CFS (custom fundraising solution). As of June 2023 we noticed the mattress was sinking in on one side. Our mattress came with a ten year manafacturing warranty which I sent a claim to serta ******* online in August.I received a response on Sept 15 from *** that read "Hello *********,*** here from the Customer Experience team at Beautyrest.com! We want to apologize for our delayed response as we have been experiencing high email volumes. We received your message and would be happy to help.We have received your claim. Currently, all Beautyrest dealers handle their own warranty claims. Since you purchase was completed through Custom Fundraising Solutions, we have reached out to our internal team to determine if our warranty team (or CFS team) can assist with your claim. We truly apologize for the delay. Once we have the proper determination, we can either assist you with your claim or provide you with the contact information for the team who can.We thank you kindly for your patience. Please do not hesitate to reach out to us if you have any additional questions, comments, or concerns.Best,"On October 10 I sent another email asking the status and if someone could resolve this matter with no response as of yet.I would like this matter to be resolved.,
Business Response
Date: 10/26/2023
Hi *********,
We've received your BBB complaint and are sorry to hear about your experience. Let's go over some important information to consider as we move forward with a resolution.
Having purchased originally through Custom Fundraising Solution, Beautyrest does not have access to your payment or order information and are not offering a refund or return of your purchase. Authorized Beautyrest retailers like CFS are responsible for evaluating warranty claims but it is unfortunate to hear CSF has yet to do so.
Reviewing your warranty claim submission, we'll be happy to absorb this claim directly and offer a replacement based on the current models available through Beautyrest.com.
The current make and model of mattress you own is no longer in production. For the warranty replacement, wed like to offer the current and comparable model we have available on Beautyrest.com, the ************************ Firm Pillow Top - King (700811740-1060) size free of charge (retail price $2699.00 plus tax).

If you'd like to review its features, check it out online (**********************************************************************) and choose ******* *************************** and [Firm Pillow Top] on the website.
We ship using our partner RXO, expected delivery is between 2-4 weeks. When the replacement arrives, RXO will remove your current mattress. We certainly don't want you to go without a mattress, so the swap will be done during delivery.

Please confirm youd like to receive this warranty replacement and well ship it to the address you've provided in your BBB complaint.

Best
Customer Answer
Date: 10/26/2023

Complaint: 20746929

I am rejecting this response because:

Due to the delay in response from serta international and not being able to sleep on the sagging mattress a new mattress was purchased. I would request that the offered replacement of ******* would be issued.

Sincerely,

***********************************
Business Response
Date: 11/01/2023
Hi there,
We are sorry to hear ********* does not want to move forward with a warranty replacement. Having purchased through Custom Fundraising Solutions, we as the manufacturer do not have access to *********'s original order or payment information and are not offering a refund. If a refund is thought to be best, CFS who has access to and is responsible for the original transaction will need to be contacted. We cannot guarantee the outcome of the request for a refund as it will be the decision of the original retailer.
Alternatively, the limited warranty Beautyrest offers provides a free replacement mattress as it states below and linked here (*******************************************************):
Service
If your Beautyrest or ******* mattress or foundation fails due to a manufacturing defect, the exclusive remedy under this warranty will be replacement of the defective product in the U.S., *********** or *******************. If the Beautyrest or ******* product you purchased is discontinued at the time of replacement, a current model of comparable quality and value will be selected.
If the customer would like a replacement, we'd be happy to continue with the warranty claim as covered by the manufacturer's warranty we offer.
Best
Customer Answer
Date: 11/01/2023

Complaint: 20746929

I am rejecting this response because:
The paid invoice was sent with warranty claim submission but I am attaching again.
Please see the Attached PAID INVOICE.
Again we request a refund. We would like to resolve the issue rather then filing a law suit.
Sincerely,

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

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Serta Simmons Bedding LLC is NOT a BBB Accredited Business.