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Business Profile

Mattresses

Serta Simmons Bedding LLC

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

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

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    Customer Complaints Summary

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

    If you've experienced an issue

    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.

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    Complaint type

    • Initial Complaint

      Date:03/11/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 Simmons Beautyrest mattress from MattressFirm store in ************* on Nov 4, 2021. The queen-sized mattress cost $3,999.99. The sales person and brochure stated to air out the mattress for 1-2 days, which I did, and that the smell would shortly go away. It has now been a year and a half and the smell has not gone away.I have asthma, and the noxious odor emitted by the mattress has caused me many attacks and countless sleepless nights in that year and a half. I don't know what is internally that is causing such terrible off-gassing, if it's the foams, or other materials. Every morning my bed clothes and sheets smell of the odor. I have to change the sheets daily and often put down a blanket between the mattress and fitted sheet to block the stench.I unfortunately didn't swap the mattress when I had the opportunity--MattressFirm offers a 120-day trial period--because I kept thinking the smell would disappear. I filed a warranty claim, but was denied because my bed frame didn't have enough slats.I would just like a refund for the mattress, so I can purchase another one elsewhere and get this health hazard out of my apartment. Any help you can provide is greatly appreciated.Thank you,****************

    • Initial Complaint

      Date:03/01/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      An online warranty claim previously filed with serta mattress was received by the company.. The customer service representative I spoken with and emailed decided the warranty would be honored if forwarded all information requested. As I have several times through designated emails provided from serta I've yet to have a replacement for a Mattress and Box spring as agreed. I was directed to rip covering of box spring to take pictures of eternal damage, as furthering the distress of the product I'm left with further occurred damage from the direction of serta.... Attached are copies of information requested from serta. I have submitted the information numerous amount from October - November 2022

    • Initial Complaint

      Date:02/28/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 was given an electric throw blanket as a gift a few years ago, and part of it got so hot it left a slight burn **** on it, this slight burn was next to the tag, and actually melted the tag to the fabric. I have been in contact with SERTA for the past 4 months, with zero resolution. All the contact from them, I have initiated. They have said: they are working on it; they can do nothing without the receipt (I reiterated it was a gift, no receipt); I should contact a different company (I do have their name somewhere in my email correspondence) which I did & that company said I needed to work with SERTA, not them. They have said at least 3 times they would get back to me in 3-5 business days, and after 2 weeks of hearing nothing, I reach out to them again. I have offered to send the blanket into them as proof; I have offered to cut a 12 piece around the burned spot; I get no response unless I initiate. Im guessing the blanket was maybe $25. I would love a replacement, but think I will continue to get the run around

    • Initial Complaint

      Date:02/08/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      The date of the transaction was December 7, 2021. The amount paid (for the mattress) was $944.00. Serta International committed to provide a defect-free mattress for the duration of the warranty period. The dispute regards Sertas honoring the warranty. The initial warranty claim was filed on 4 December 2022 following telephonic instructions from ******* (28 November) at Serta ***************** However, it was subsequently ignored by "*******" at Serta **************** because it did not go through the ***** warranty claims person (*******************). This office did allow a new claim to be filed, which I submitted via email on 6 January 2023. But it was ultimately rejected because I was not in possession of the mattress and could not take photos of its surface. There is therefore still a dispute the business has not resolved. The Serta Reference # for the claim is: ********.

    • Initial Complaint

      Date:01/29/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 Coolsense mattress. It was on the adjustable base I purchased from the store that had the same mattress on it. I also purchased the supreme mattress protector from store to make sure I kept my warranty! The mattress is and was sinking on the side and memory foam is sliding off making it miserable to sleep on. I contacted Serta last year, took pictures, measured with a string and did every single thing they told me to do. I Sent photos of all the tags, mattress, adjustable base, receipt etc. They said my mattress zip cover was removed and now there is no warranty. UNTRUE and I even sent them a photo afterwards of my tags still going through the zipper so removing would have been impossible! I was ignored and they stopped my claim! The store I purchased from is no longer doing any business or have an account with Serta (wonder why?!) and so I couldnt get replacement from them either.

    • Initial Complaint

      Date:01/25/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Ive bought pillows from Target and **** club and followed washing instructions but each and every time they rip open in Washing machine. Ive even washed them in a commercial size machine and that didnt make a difference. They are poorly manufactured, and give false care for instructions. $400 dollars in pillows wasted and feel Target should have exchanged them however they told me it was an item that wasnt able to be exchanged.

    • Initial Complaint

      Date:01/04/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 beauty rest hybrid mattress from ***************** in ********* *************, which is now out of business. I bought this beauty rest mattress in mid 2019 and by 2020, I began to experience, severe hip back and leg pain, while sleeping and or lying down in bed to the point that it has kept me up considerably throughout the evenings. This went on from that point in time until this past fall of 2022 when after extensive doctors visits, osteopathic visits, orthopedic visits, x-rays, chiropractic care, and an MRI, It was determined that nothing was wrong that shouldve had me from feeling this severity of pain. So I went out and bought another mattress and over the past four months, all of my pain is gone and has subsided:This beauty Rest is not old and should have lasted me and def not stolen my life from over the past 2 years. Im only 45 and in great condition. This mattress is sitting in my spare room and has cost me thousands and thousands of dollars in medical care only to determine that this mattress caused me considerable amount of pain and financial loss for over two years. I am willing to show you my purchase receipt and outline of all medical care. In a perfect world I would Love my much wasted money back. It doesnt compare to the extensive medical bills I encountered trying to figure out what was wrong with me, but its better than nothing.. I did not get my moneys worth on this product and Im willing to work with the company for a retail refund vs pursuing a small Claims settlement. Pls advise of my options. Thanks ****

      Business Response

      Date: 01/13/2023

      Hi ****,

      Thank you for reaching out today and providing feedback about your experience. I'm so sorry to hear about your struggle to find a comfortable night's sleep. I'm glad you reached out because we'd definitely like to help as much as we can. A refund is something we are not offering. We cannot refund money we did not receive. Id like to encourage you to take a moment to fill out our online warranty claim form linked below:

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

      We've streamlined our warranty process and made a helpful walk through online - it's available via mobile or desktop. The form will prompt you to share your contact information, receipt/invoice, photos of the issue youre experiencing, and a clear photo of the mattress tags. If you have these items ready, the form should not take more than about 15 minutes to complete. We process claims daily and will mostly likely provide a response within one or two business days.

      I look forward to seeing how we can help!

      Sincerely,
      Serta Simmons Bedding

      Customer Answer

      Date: 01/19/2023

       
      Complaint: 18684293

      I am rejecting this response because I do not want another mattress and the warranty covers replacing this mattress. I dont want this mattress ever again in my life. I want my $1800.00 back. This mattress is 3 years old and almost 2 years of it has been spent in Docs offices, getting lumbar X-rays and an MRI. My  1800$ turned into almost 7000$ dollars in medical bills because of your product.  You didnt receive money? I didnt receive a good product. Ill proceed with court unless there is some reasonable alternative but replacing that god awful hybrid mattress is not the solution.

      Thank you 



      Sincerely,

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

      Business Response

      Date: 01/23/2023

      Hi ****,

       

      Thank you for allowing us the opportunity to assist you. We are so sorry to hear you are not sleeping comfortably on your Beautyrest product. We definitely want to learn more about your situation and see if we can help. Our team will send you a link requesting photos of the mattress and a copy of your receipt. Our warranty protects against a number of issues resulting from manufacturing defects. If the product is deemed defective, we will be happy to offer you a replacement mattress.

      I hope this has helped! If you have any other questions or would like to speak to our team directly, email *********************************** or call us **************.

       

      Sincerely,
      Serta Simmons Bedding

      Customer Answer

      Date: 01/26/2023

       
      Complaint: 18684293

      I am rejecting this response because I cannot use another replacement of a product I cant use for medical reasons. I asked simply for a write off refund of the amount of the cost of the product that literally stole my life and cost me thousands of dollars. The business wont refund me. They want to send me another mattress that I am petrified to use. I will be moving to small claims court proceedings. Ill need a physical address for the company for the Summons 


      Sincerely,

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

    • Initial Complaint

      Date:12/29/2022

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 Sept, 12, 2022 I contacted Beautyrest after being told I cannot return mattress because I didnt order online. I was told that there is a one time courtesy on a mattress. I told them about their defective mattress we begin to email the pictures to them. They delivered a totally different mattress/box spring set. I previously demanded my money back since it had not been 30 days from purchase date. The defective mattress was like a hammock and I could prove it was not a new set. The mattress was sinking on the sides. Now they sent me one thats not steady and wont stay on the box spring. It is two times higher. It is as deep as a funeral casket. I am disabled and need your help BBB.org. I am a consumer that has been told they got to make my mattress. As long as it has been they could of built a house. Just to get this total opposite mattress. Beautyrest assured me they were sending same mattress & but higher cost. Several employees I spoke to had different answers to what they where sending but none of there answers matched. One was so rude and she was irritated that I had questions for her. I had to ask for her supervisor. I am going through a mental break down because financial hardship now having to purchase decent & safe mattress. They have played games with me and I want justice. I want a full refund. They sent me a mattress that is almost twice as thick as the one I had. I almost fell off this bed a lot, to many to count. Please help me to get a full refund. Sincerely, ***********************************

      Business Response

      Date: 01/04/2023

      Hi there *******,

      Thank you for allowing us an opportunity to assist you. We are so sorry to learn of your continued dissatisfaction with your new Beautyrest mattress set. 

      A refund is not something we are offering. Refunds are per the terms of your sale with the retailer. Please reference your sale information for options with your particular retailer. 

      We are sorry that you are not happy with the new mattress set. It was per your request that we manufactured and delivered the Twin Beautyrest *************** Bay Medium mattress set.

      If you feel the issue you are experiencing is related to a defect in the materials of the product, please send us additional photos and we will be happy to review your claim. 

      Please feel free to contact us directly with any additional questions.

      We are always here to help as best as we can.

       

      Sincerely,
      Serta Simmons Bedding

       

      Customer Answer

      Date: 01/10/2023

       
      Complaint: 18658993

      I am rejecting this response because: I contacted both *******  Sept 28, 2022 & was told Beautyrest do their own refunds. I contacted Beautyrest to ask for refund. They told me the store does refund and that I can only exchange. After calls and emails they assured me they would send same mattress. I emailed the pictures on Sept 19, 2022. They told me they have to make me new mattresses and they would be delivered December 6, 2022. When they came they where not the same. The height was so higher and the comfort was different. These where not firm and I feel off immediately. The bed is caving in when you lay on them. I am disappointed with the dishonesty of this company. I am requesting a full refund. 

      Sincerely,

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

      Business Response

      Date: 01/13/2023

      Hi there *******,


      Thank you for allowing us an opportunity to assist you. We are so sorry to learn of your continued dissatisfaction with your new Beautyrest mattress set. A refund is not something we are offering. Refunds are per the terms of your sale with the retailer. Please reference your sale information for options with your particular retailer. 

      We are sorry that you are not happy with the new mattress set. It was per your request that we manufactured and delivered the Twin Beautyrest *************** Bay Medium mattress set. If you feel the issue you are experiencing is related to a defect in the materials of the product, please send us additional photos and we will be happy to review your claim. 

      Please feel free to contact us directly with any additional questions.

      We are always here to help as best as we can.

      Sincerely,
      Serta Simmons Bedding


      Customer Answer

      Date: 01/19/2023

       
      Complaint: 18658993

      I am rejecting this response because: I have tried in good faith to tell the truth and this company is lying. I never asked for this mattress. They told I could not get a refund & the company stated the same thing. Now this company is stating I asked for this Mattress. I have several emails where I ask for a refund. The mattress they sent is not the same it is not firm. The mattress is caving when you lay on it. It has not even been 3 months. I spoke with them over phone and they said this mattress would be better. Thats not true and they know. But as a protected consumer they are able to do this to me. My money was taken and I was given a piece of trash. Then they lied about it. Thats not right.


      Sincerely,

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

      Customer Answer

      Date: 01/20/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

      Regards,

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

    • Initial Complaint

      Date:12/21/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Warranty issues

      Business Response

      Date: 12/22/2022

      Hi *******,

      We are so sorry about your experience with your Serta ******* product. We will be delighted to help out with your warranty claim. We do, however, still need a few pictures before moving forward with your claim. Please respond to the request sent directly to your email. 

      Once we receive the pictures and are able to evaluate them, we'll be able to take our next steps.

      We look forward to your reply! If you have any questions in the meantime, please don't hesitate to ask!

      Sincerely,

      Serta ******* Bedding

    • Initial Complaint

      Date:12/04/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 ********************************** Sleep **** Plush EuroTop Mattress only a few years ago now. When purchasing a mattress, you expect it to last at minimum through the 10 year manufacturers warranty period. However, after just a few years, the mattresses structural integrity failed and there is sagging (a literal 8-1ft deep indention) which has caused back issues which the mattress is supposed to help alleviate. We are unable to sleep on that side of the mattress because it is to the point where it is unbearable. After contacting Simmons, they said a supervisor was going to call me but nobody ever reached out. I have filed multiple warranty claims (including one today) but have never heard back from anybody at Simmons. If someone from the company could please assist in getting a similar replacement expedited (preferably one that does not have this defect), I would very much appreciate it.

      Business Response

      Date: 12/07/2022

      Hi *****,

      Thank you for allowing us the opportunity to assist you with the warranty. We are sorry to hear you're experiencing an issue with your Beautysleep **** Plush Euro Top mattress. Our team will be reaching out soon to discuss your options.

       

      Best,
      Serta Simmons Bedding

      Customer Answer

      Date: 12/07/2022

       
      Complaint: 18522960

      I am rejecting this response because:

      I appreciate you taking the time to reach out. I have been attempting to get this warranty claim for a good while now and nobody has responded to me until now. I was offered two options on a replacement mattress. Based on the reviews that I have read, the second option seems more suitable as I do not see complaints of the same defect I am currently experiencing. However, the first option that is offered at no additional charge has several complaints of this same defect. I have had major back pain and been going to the doctor because of the current defect. Due to this, I havent even been able to sleep on it and have had to sleep in another bed. 



      I think the second option without an additional charge is warranted under these circumstances. The last thing I want is to get a replacement that will have the same issue. That would be a satisfactory resolution to me as this point in time and I would greatly appreciate your assistance. 

      If this is agreed upon, I will consider this matter resolved and close the case  


      Sincerely,

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

      Business Response

      Date: 12/08/2022

      Hi *****,

       

      Thank you for getting back in touch. Our team will review your request and will contact you directly.

       

      Sincerely,
      Serta Simmons Bedding

    Serta Simmons Bedding LLC is NOT a BBB Accredited Business.

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