Serta, Inc.

We were advised by the retailer that your mattress was inspected? four months ago and no product defects were found.? You many want to request another inspection with the retailer in a month or two.? Your concerns were escalated and brought to the attention of the Serta sales
representative for this retailerThis? is all that Serta can assist with at this time

Serta warranty inspected the purchased mattress and found that it should be replaced by the retailerSerta warranty has no details what transpired with the selecting of a mattress with the retailerThis complaint really should be with the retailer, however I have asked the Serta Sales
Representative to look into this with the retailer.? This complaint will be updated again once I am offered any informationThanks for your patience

Serta Direct sales? contacted this customer on September 18th to explain? that the? “PS” does stand for plush and not perfect sleeper.? A hotel mattress has been used for possibly a few years, a new mattress can take some time to break in.? Our customer? understood
everything we shared and we? offered a full refund to resolve to his satisfaction.? ?

We were advised by the? representatives on? the Serta Direct program that they were trying to resolve with their customerI will follow for status and update as soon as I have additional information

I am sorry to disappoint you, however the retailer has advised that a product? refund is not available

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

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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,
Dejuana F*

Complaint: ***
I am rejecting this response because:The "Day In-home" trial was never explained to me? I thought it meant I had up to days to decide if I wanted to keep this mattress, and if I decided it was not working I could return the mattress for a full refund? That's what a "Day trial" sounds like? That's how all other in-home trials work? Not having the option to get a refund was never explained to me, nor was the only option of Serta's replacement or reselecting? The Serta trial was not straightforward, it was misleading? I still want a refund for this mattress that I am unhappy with
Sincerely,
Adam ***

The warranty is an important document that outlines what it does and does not coverI understand that you are not in agreement with the fees that Serta is charging; however we are? only charging a portion of what our third party inspection & delivery companies charge SertaThe warranty
does not offer? product refunds.? IF you believe that your mattress may be defective and covered by the warranty please send in your claim form and inspection feeThank you

We have forwarded this information in this complaint to the Serta Sales Representative of this retailerWe apologize for the delay in getting your mattress evaluated for manufacturers defectsI expect our customer will receive a call in the next day or two to discuss next steps

The Serta warranty assures our customers of a quality product.? Because comfort is different for everyone and may change over time, comfort is not considered a warranty defect.? The warranty lists what would be? and what would not be considered a manufacturers defectIf the retailer
inspected the mattress and it does not qualify for a replacement product we stand behind that decisionWe never like to hear that our customers are not comfortable, I would suggest rotating the mattress from head to toe to promote even wearAlso, please make sure your frame has center support that extends to the floor supporting the mattress in the center

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Complaint: ***
I am rejecting this response because: The response says they will reply with more information later and it is not the retailers responsibility to address the warranty issue
Sincerely,
Deborah N***

Check # *** was mailed on 3/14/16TI am hoping that you have received it by now

We have discussed your complaint with the Serta Sales Representative and Serta would like to offer you a 3rd party inspectionOnce inspected we will send the report to? sales representative of your retailer for reviewCustomer Service will be contacting you this week

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Complaint: ***
I am rejecting this response because:I spoke with a supervisor on DecemberShe is going to send out a warranty inspector, free of chargeI let her know that I did not believe the mattress would qualify for Warranty repair or replacement, but that the issue of mattress quality remainsWe are awaiting the inspector.?
Sincerely,
Alexandria ***

Complaint: ***
I am rejecting this response because: ? I would be very curious to see if they even spoke to the sale rep? or told him or her about the situation? Hope to hear soon form the sale rep?
Sincerely,
*** ***

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***

The following status was obtained directly from the Serta Direct Sales team: This customer’s mattresses on their order have already been cancelled with no fees.? MXD has advised us they are scheduled
to pick up these items on 8/18/2016.? ? ? They have a refund amount of $1,which was already sent for processing before we even received the items back.? The customer will still owe $2,on the adjustable base that are not being returned as adjustable bases are always final sale.? If we can provide any other information please let us know

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
My CC has been refunded the full amount
Sincerely,
*** ***

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,
*** ***