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:09/19/2023
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.
Hello,I bought a mattress and bed frame from sertaguestpurchase.com for $548.90 on December 04, 2018. After owning the mattress for 5 years the center of the mattress collapsed due to a manufacturer defect and since it was still under the 10-year warranty provided by Serta I filled out a warranty claim. After providing proof that I was the original purchaser and that the damage was covered by the Serta warranty, I was offered a discount of $548.90 towards the purchase of a new mattress from their website. Looking through their website I noticed that the lowest cost mattress was over $1000 and tried to ask for a replacement instead, but I was told since they could not find the same mattress or one of equal quality I would have to pay for a more expensive one if I want a replacement. I tried explaining that their warranty clearly states that "If identical materials are not available at the time of repair or replacement, we reserve the right to substitute materials of equal quality" and nowhere is there mention in their warranty about giving a discount instead. Then I tried to get a refund instead, but I was denied and after sending my last email I no longer received any replies from the customer service representative. I tried to make another warranty claim but received no response then I tried to message through the "Contact Us" on their website and also did not receive a response. My warranty claim case number is #******** and I will upload my email conversations and a picture of the mattress. You can find their warranty at "*****************************************************" and "*************************************************************". Thank you for your time.- ***************************
Business Response
Date: 10/05/2023
Hi *****,
We are so sorry to hear about your experience! Having purchased through Guest Purchase, you have been unfortunately communicating with the wrong support team. Our Serta Support Customer Experience team is separate than Guest Purchase Support including offering different model lines of mattresses. Our Serta Support Team is knowledgeable about and can offer replacements from our national Serta line offered on Serta.com (this is different than the **************** Guest Purchase offers).
You have a few options to consider:
If you'd like to keep your current warranty and be evaluated by the correct team, please reach out to *********************************************** directly. I cannot guarantee how quickly they will evaluate and resolved your case, but they would be the correct team to speak with.
Alternatively, we're happy to honor an exception by replacing your mattress will a national model available on Serta.com. We are not experts on the ****************, however based on price range and features we can offer the following mattress free of charge:
Serta Serene Sky - **********************************************************************
Please choose your size and comfort level (firm, plush, plush pillow top)
It's important to note that your original Hospitality mattress is two-sided, the Serene Sky is one-sided. Also, by accepting this acception outside of Guest Purchase you will no longer be covered by the limited warranty. The replacement will be considered as-is and no eligible for a return, refund, or exchange.
We look forward to hearing from you.
Best,
*******

Customer Answer
Date: 10/05/2023

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. I would like a firm full size replacement mattress and I can be contacted with further
questions at **********************.

Sincerely,

***************************
Customer Answer
Date: 10/25/2023

Complaint: 20623879

I am rejecting this response because: Hello, I recently created a complaint towards Serta International and was able to reach a resolution in which they would provide a replacement for my mattress, but after sending them a message telling them that I am satisfied with the resolution and specifying what mattress I would like they did not reply. After waiting for 2 weeks I would like to know if they are willing accept this resolution or deny it. Thank you, ***************************

Business Response
Date: 11/01/2023
Hi *****,
Apologies for the delayed response. I see that you accepted a full, firm sized Serta Serene Sky mattress. Please provide your full shipping address so that we may process the order.
Best
Customer Answer
Date: 11/01/2023

Better Business Bureau:

My address is ************************************************************ and could you please respond with an estimated time of delivery to my personal email at **********************.
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:08/22/2023
Type:Product 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.
Last year in July 6 2022 I purchased extra firm H3235**36353237363438H H3333383432**33323330Hes We are older and wanted a new H3333383432**33323330H to ease our back conditions When they made the delivery to me I noticed it was ripped and the edges were torn and there was some discoloration So they finally sent a new H3333383432**33323330H but before a year had passed I had to put 2 comforters on the H3333383432**33323330H to get better support for me to sleep. In ******* I noticed when I laid on the sheets it became lumpy and uneven. Then lumps were in the middle of the H3333383432**33323330H and you could see the lumps underneath the sheets. I removed the sheets and took some quarters on the high and low and you could see the difference in height of the H3333383432**33323330H like an elevated mountain or ***** They assured me it was a good and it wasn&#**;t The wood under the foundation you could see where the boards were buckling and it was broke between it. I paid **** dollars called H3235**36353237363438H and they gave me a case number ******** and I sent them pictures.
Business Response
Date: 08/24/2023
Hi there,
On August 21st, our Serta Customer Support team received an email from the customer containing photos of their **********************. ********************** box foundation, and foundation law tag.
Based on the information listed on the law tag, the foundation was purchased from **************************. The customer was advised to contact ************************************* to initiate the claim as retailers are responsible for managing claims for Serta customers using the Serta limited warranty terms and guidelines. The current address and phone number for ************************** is listed below.
**************************
*********************************
****************, ** 63043
**************
Although the mattress law tag was not included in the customer's initial correspondence, the customer may also initiate a ********************************************* claim through ************************** if ************************** was the original point of purchase for the mattress as well.
If the mattress was purchased elsewhere, we would advise the customer to contact the original ********************** retailer for help initiating a claim.
If the customer is unsure where the ********************** was purchased, please provide a photo of the white law tag that is affixed to the mattress, typically at the foot, so that we can determine the appropriate dealer contact information.
We hope this is helpful.
Best,
Serta Support
Initial Complaint
Date:07/31/2023
Type:Service or Repair Issues
Status:
UnansweredMore 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 Mattress at ************************** 4 years ago with a 10 year warranty. I didn't realize when it came time or had to replace it I would have to deal with Serta directly. I don't think it's fair since I purchased through ***'s not Serta directly. ***'s doesn't have a good contract with Serta to resolve issues. When I had to contact Serta myself I have the most horrible experience ever. They lack **************** Skills and work gear to successfully do their jobs. I would like my Mattress replaced like the warranty said. I don't expect to jump through hoops to do so. I think ***'s should be liable to make the transaction happen successfully since I purchased through them. Don't see anywhere in my paperwork that it says I must contact Serta directly for replacement if necessary. I think ***'s has failed me as a Consumer to the product they carry in their store. I have attached copies of letters to the *** of ***'s and Serta. I have lost sleep because of this and sleepless nights because of the worn mattress. My back and neck hurt constantly.
Business Response
Date: 08/02/2023
Hi there,
We are sorry to hear about your experience! We've escalated your case through to our ***'s Club representative for resolution. You should be hearing from the ***'s Club team soon.
Best,
The Serta Team
Customer Answer
Date: 08/03/2023

Complaint: 20401158

I am rejecting this response because: This is not only a ***'s issue but it is a Serta issue as well. The 3rd party delivery company Serta use needs to be addressed as well. Why would Serta revert it back to ***'s? Why didn't they take ownership of what was in the letter because it's about them as well?

Sincerely,

*******************************
Business Response
Date: 08/04/2023
Hi *****,
Thank you for your candid feedback. I've checked with our ***'s Club representative who has confirmed they have not received a response from you regarding your options: 1) A free replacement, or 2) A full refund. The ***'s Club support team is waiting and ready to find a resolution for you either through a replacement or full refund. Please respond here or directly via email to the ***'s Club support team on how you would like to move forward.
Best,
The Serta Team
Customer Answer
Date: 08/04/2023

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,

*******************************
Customer Answer
Date: 08/29/2023

Complaint: 20401158

I am rejecting this response because:
I didn't accept or agree to the offer/resolution because Serta is still responsible due to my warranty. Serta's delivery company hasn't had the proper gear to enter into the home and the delivery company and Serta there is a lack of communication and I as the customer am in the middle of all this. I have received conflicting information regarding delivery dates and time frame.

If you have any questions or concerns, please feel free to call me at ************ or ***********************

I am literally losing sleep because of the stress and the worn mattress that I've had for 4 years with a 10 year warranty.

Thank you,
Sincerely,

*******************************
Initial Complaint
Date:07/26/2023
Type:Product 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 bought a Serta Down Comforter that is leaking feathers all over. When I Contacted Serta they said they are not responsible because they licensed another company to make their comforter. I would like a refund or replacement for this faulty product.I have attached a screenshot of the email they sent me passing the buck. On their product. nowhere on the packaging did it say Keeco comforter.I have also sent a picture of the packaging. It is a Serta brand Not Keeco branded.
Business Response
Date: 07/27/2023
Hi there,
Reviewing this case, the Serta Customer Support team offered the correct information to *************************** regarding his down comforter purchase. While our team would love to help, this product is manufactured by a third party, Keeco. This third party manufacturer is representing the brand, Serta. It is the responsibility of the manufacturer (Keeco) to handle all warranty claims and replacements. In this case, we believe that if ******* contacted ***** as directed, a warranty replacement would be offered.
Keeco's contact information is as follows:
US: ************
Email: *********************************
Alternatively, if ******* is requesting a refund for the product then the original point of purchase would need to be contacted. For example, if the product was purchased through Target then Target would be responsible for issuing a return based on their return policies. We do not have access to *******'s original order or payment information as the item was not purchased through Serta.com.
Best,
The Serta Team

Customer Answer
Date: 07/27/2023

Complaint: 20378466

I am rejecting this response because: I have contacted. Keeco. But the fact remains that I bought a Serta branded product. Not a keeco product. How is this not your responsibility?

Sincerely,

***************************
Business Response
Date: 08/01/2023
Hi there,
We're sorry to hear about your experience with *****. We'd love to escalate this warranty case internally through our Keeco representative. To do so we'll need a few things:
1) *******'s proof of purchase of the item (receipt or invoice)
2) A clear photo of the issue described
3) Manufacturing tags on the item (typically sewn along the seem indicating its size)
Once we receive this information, we'll be happy to pass it along on *******'s behalf to Keeco to complete the warranty claim.
Best,
The Serta Team
Initial Complaint
Date:07/21/2023
Type:Product 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 sets of mattresses and spring boxes back in 2020, but the mattress' quality is so bad. Serta promised to refund me (because of the 10-year warranty), but I never received it. Representatives used all kinds of excuses not to refund (credit card closed, bank letter...). I have dealt with it over 30 days since June 26, and still did not get a refund.
Business Response
Date: 07/25/2023
Hi there,
I'm so sorry to hear about your experience! Reviewing this claim it looks like *********'s original point of purchase was ***'s Club. As the manufacturer, we do not have access to Hsin-Yuan's order or purchase information and cannot offer a refund through our system. However, we have escalated the claim through to our ***'s Club sales representative to request ********* is taken care of by the ********** support team. ***'s Club should be in contact with Hsin-Yuan with a resolution as ***'s Club support handles all returns, refunds, exchanges, and warranty claims.
Best,
The Serta Team
Customer Answer
Date: 07/25/2023

Complaint: 20359447

I am rejecting this response because:
Serta ******* Bedding has picked up my sets as returns and promised to refund. I have talked with ***'s Club, and confirmed that Serta ******* Bedding received the returns and should refund me (but not from the ************ I have dealt with Serta ******* Bedding for over one month, but Serta ******* Bedding never refunded me. I also attached a receipt in the previous BBB email, and it should be clear about the amount and details of the purchase.
I have heard of numerous excuses to try to delay my refund from Serta ******* Bedding, and now from you (Serta International). Please refund it as soon as possible.
Sincerely,

**********************
Business Response
Date: 07/27/2023
Hi there,
We have confirmed with the ********** support team that ********************** has been refunded in full through their system as of 7/21/2023. The ********** support team has also explained that refunds may take up to 30 days to be processed.
There is no further action that our internal team can take as ***'s Club has approved and processed the refund.
Best,
The Serta Team
Customer Answer
Date: 07/28/2023

Complaint: 20359447

I am rejecting this response because:
No, I didn't get the refund and it's not even approved. The representative from Serta ******* Bedding said, "We have requested the Manual Refund on 07/21/2023. Please remember that these types of refunds take up to 30 business days to be approved." I have contacted them since June, but it doesn't have any progress.
Please intervene in the refund process.

Sincerely,

**********************
Initial Complaint
Date:07/20/2023
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.
Defective , uneven wear mattress
Business Response
Date: 07/24/2023
Hi there,
In reviewing this claim, the Serta warranty team has been in consistent contact with *******. The limited warranty we offer as the manufacturer requires three pieces of information: (1) Proof of purchase, (2) Clear photo of the mattress manufacturing tag sewn to the underside of the mattress indicating its make, model, size, and (3) photo of the potential defect. Asking for correct photos multiple times, the warranty team was unable to confirm the mattress based on its law tags. ******* provided a paper barcode but as explained by the team, this was not the law tag we needed for the claim.
In good faith, the warranty team has offered to continue the claim by offering ******* a replacement mattress of the same make/model that was purchased through QVC or an exchange to a different model with applicable exchange fees. As of today, 7/24/2023, ******* has been in touch with the Serta warranty team and is deciding which replacement (and at what cost) she is interested in for a replacement.
Best,
The Serta Team
Customer Answer
Date: 07/24/2023
Thank you for your assistance. Serta is mistaken. I have provided all pictures, responded to all emails and complied to all. They havae advised on the replacment mattress. I am just waitingn on the shipment but the first part of the emailk is UNTRUE.
Business Response
Date: 08/02/2023
Hi there,
******* has been in contact with our Support team however we not know which mattress ******* would like to have as a replacement. We cannot move forward without knowing which mattress ******* would prefer.
The current mattress ******* has is no longer in production therefore we cannot offer it as a replacement. Because of this, we are offering a reselect for a new mattress on the Serta.com website.
The original ************************* paid is $999.00. If ******* prefers a mattress found on the Serta.com website that is more expensive, then she'll need to tell us which make/model she is interested in so that our team can calculate any price difference accordingly. We cannot calculate a price difference or place a new order without knowing which mattress ******* is most interested.
Please let us know which mattress on Serta.com would be best so that we may either place a free replacement order, or calculate any applicable price difference.
Best,
The Serta Team
Customer Answer
Date: 08/02/2023
Good evening, I have been inconstant contact. Serta is not making this proces easy. Each mattress choosen, I am told told 'No', it does not exist in inventory etc. Why not just give me what options I CAN select from. This back and forth is tiring, and suspicous. I perfer they come take back the mattress and refund my money an dlet me purchase another mattresss on my own. If you review the mattress review you can see I am not the only one that is or have expierenced the defect. It is a known defect and Serta SHOULD make it right and stop trying to upsell me.
Business Response
Date: 08/04/2023
Hi there,
We are truly sorry to hear you're finding this experience to be tiring. That's certainly not our intention! As mentioned previously, we're happy to honor the warranty claim by offering any replacement mattress found on our Serta.com website. Please visit the website (serta.com) and choose from any make or model found there.
We know that it's not ideal that your current mattress is no longer in production however by reselecting a mattress on serta.com, you may be able to find something more aligned with your current needs. For example, our Perfect Sleeper collection comes in soft, medium and firm options (*****************************************************************************) and our iComfort Collection offers innerspring and hybrid options (**********************************************************************).
If you can let us know which mattresses found on the website linked above would work best for you, we'd gladly place a new order for you.
Looking forward to hearing from you.
Best,
The Serta Team
Customer Answer
Date: 08/04/2023
Mattress selection sent. Was advised a carrier would be in touch with me.
Business Response
Date: 08/10/2023
Hi there,
I am please to say that ********* order has been placed and is processing. Please allow some time for RXO (our delivery agent) to delivery the new mattress. It looks like ******* scheduled the delivery for 08/24/2023.
She's all set!
Best,
The Serta Team
Initial Complaint
Date:07/07/2023
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.
My husband bought a serta iseries hybrid in size bed and adjustable bed in size bed. We bought the bed at mattress and they say go to the business and they are not helpful. My husband spent $1,900.00 for the mattress. The side of bed is sagging on the right side and it is hurting my husband and me back. We want a firm bed but mattress firm doesn't want to help us and either did serta. We are on oxygen and we are on social security. We are a disabled couple. We want our money back or a new bed.Resolution, we want our money back or a replacement bed.thank.you.
Business Response
Date: 07/17/2023
Hi there,
******* here with the Serta Customer Experience Team. I've reviewed the complaint filed by ******** and am sorry to hear about the experience. Having purchased through Mattress Firm, we (the manufacturer) do not have access to ********'s order or purchase through the retailer and cannot offer a refund. However, based on the experience provided, we're happy to offer a one time courtesy replacement if a proof of purchase and clear photo of the manufacturing tag can be provided. The photos of the mattress that have been provided do not show any issues that would qualify for a replacement based on the limited warranty we provide, but are happy to offer a replacement in good faith once the order has been confirmed.
I have reached out to ******** from our ********************************** email and am waiting for a reply.
Best,
*******
Initial Complaint
Date:07/05/2023
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.
Hi I bought I beauty rest mattress less than 3 years ago it was a big purchase for me I saved for a long time and was so excited to finally get my self a new mattress I have multiple sclerosis and just need a good mattress it's really a crappy mattress already caving in I try and move it around every couple of days it's such low quality not fair to sell something like that I hope. You can help
Business Response
Date: 07/17/2023
Hi there, I've reviewed this case and don't see that ********* has reached out to our support team for assistance. Based on the information provided, we're happy to file a warranty claim. I've provided the self-service online form for the customer to fill out the claim to be evaluated by our team directly. We look forward to helping!
Best,
*******
Initial Complaint
Date:06/30/2023
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.
Purchase a beauty rest black brand new in box for a company.Now it squeaks I called several times were I was transferred numerous times. Finally some responded to my email and she called an said item not warranted because I purchased from not the original company selling products.I was not aware of this and I dont see any documentation stating that it had no warranty.I sent in receipts and tag number of product.
Business Response
Date: 07/17/2023
Hi there,
******* with the Beautyrest Customer Experience Team. I have reviewed the case and have confirmed the mattress was purchased from an unauthorized dealer. Therefore, this mattress is not covered under the limited warranty we offer as the manufacturer. While we cannot help with a replacement, I have extended a one time 25% off discount for any mattress available for purchase on the Beautyrest.com, Serta.com, or TN.com website. The discount is only for a mattress purchase, cannot be combined with any other promotion or sale, and expires one year from today.
Best,
*******
Initial Complaint
Date:06/20/2023
Type:Service or Repair Issues
Status:
UnansweredMore 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 have contacted this company multiple times in the past few days for a warranty claim and the company only phone number directs to an answering service, it stated they are open from 830 am to 4 pm eastern standard time and my voicemail message from my missed call was at 448 pm eastern standard time, I called as soon as they opened and left more than 4 messages today and have not received a response even though they clearly stated in the automated response that they will return my call within 830 am to 4 pm eastern standard time the same day as long as I called during their normal business hours and I will be seeking legal action through an attorney considering they are dodging my complaint due to the fact that the company I bought their product from is having a retirement sale currently and no longer carries their product and I feel they are messing around with me and trying to avoid my claim until that company is no longer and will use it as an excuse to not honor my warranty

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Serta Simmons Bedding LLC is NOT a BBB Accredited Business.