Serta, Inc.

THe Serta Direct Sales team was in touch with their customer yesterday to discuss and resolve

The Serta licensed provider of office chairs informed us today that the customer’s new chair is shipping out today and I emailed him the tracking earlier this morning

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

I also expect better quality from SERTA,
*** did not make the mattress, this is a defect in this mattress this is my second one and there are numerous complaints on the web about this mattress and air pockets with lumps and waves formingI expect you SERTA to also help in this matter as soon as possibleYou need to contact *** at the *** store.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
Yvonne ***i still to this date have not received any refund onto the credit card that was used to pay for the mattress which happens to be the icomfort credit card which is through serta ironically so no this as usual is not taken care of and as usual is lied about since they stated the refund would be in my account by now

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and I have accepted for the moment the answer from SERTA but I contacted them before and they did not
show any interest in solving the problem as I see they have their own standards of warranty set to their convenience hope for the best, every day for me count because of the acute lower back pain I have to experience every day and not to mention the price I paid for the mattres
Sincerely,
*** ***

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

The retailer may or may not offer a comfort trialWe have reached out to the Serta Sales Rep of Stewart *** Furniture. We understand you are not satisfied with the comfort of your new mattress, however the retailer is who should have been contacted here and not the manufacturerThis
complaint will be updated just as soon as we have additional information

(The consumer indicated he/she DID NOT accept the response from the business.)
Per the delivery agreement, notice was to be given prior to any delivery attemptThis was not doneI received one notice on my door after they attempted to deliver while I wasn't homeI received a phone call at 7am a
few days later with a minute notice, while I was at workWhat "literally" happened was a poorly organized and executed delivery attemptWhere is the mattress? Who had to sleep on an air mattress? I, for whatever reason, still purchased a serta from mattress firmMy loyalty is with the mattressI am not going to pay for something that I never received through no fault of my own, howeverAll the bills I have received have been from "iComfort by Serta" issued through *** Bank, therefore my communication has been with them*** stopped payment on this, but then Serta had them reverse that partiallyI don't feel this is the way to treat a customer after being loyal for over years

Complaint: ***
I am
rejecting this response because: Many major business do not require any type of payment when enforcing a warrant, especially for a manufacturering defect within one year of purchase!For inspection? Delivery? This is the first time I have had to pay for my warranty to be honored, even with a mattress I purchased from *** & ***I will not accept this answer! It's absurd!
Sincerely,
***y ***

Complaint: ***
I am rejecting this response because: This does not help me in any way
Sincerely,
*** ***

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

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

Serta customer service has shared this complaint with the retailer and Serta sales representative. We have asked for details that went into the decision to deny this warranty claim. Just as soon as we hear back from the sales representative we will post an updateA copy of the
warranty can be found on Serta.com under the customer care tab, there are details as to why stains may affect the validity of the warrantyThanks for your patience

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

Revdex.com
I'm glad it's overAfter phone calls from me, I finally got one call from SertaHorrible customer service!
I have reviewed the response
he business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

I apologize for the delayI reached out to the Serta Direct Sales team and they advised that they spoke to the customer and agreed upon a resolution

I was advised that the original order ***was cancelled and picked up from the customer’s home and a full refund was authorized The new orders (*** * ***) show a scheduled delivery date of 1/4/We apologize for the confusion from our third party delivery company regarding the first order ***

Complaint: ***
I am rejecting this response because: Serta has a very misleading warranty and does not stand behind it. I understand that more than likely nothing will come of this but I hope that this will at least sit out on the Revdex.com site and serve as a warning to consumers who are considering purchasing a Serta mattress.
Thank you for your time
Sincerely,
Robin M***

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