Serta, Inc.

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Complaint: ***
I am rejecting this response because: ? with the business contacted me they were of absolutely no help they instructed me to fill out all the paperwork again and mail it inThat is not an
acceptable response and I would like you guys to keep working on the problem
Sincerely,
*** ***

I apologize the delay in our responseCustomer service will be contacting you today or tomorrow to resolve

Serta customer service will contact this consumer today to offer a mattress inspectionIf defective Serta will replace the mattress

We show? this order was delivered Saturday August 5th and our customer accepted it.?

Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meSincerely, *** ***

Our customer was contacted on 8/12/16.? An email was just sent to him to resolve his complaint

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Revdex.com:
The response from Serta is that I am to photograph the label attached to the mattress and forward it on to them.? They will then get back to me with a response.? Therefore this isissue is NOT resolved at this time and we are waiting a further response from Serta.? This complaint has NOT been resolved yet!!
Sincerely,
Kathleen G***

We wanted to update the Revdex.com, we should leave this record open until the allowance? is received by out customer

Complaint: ***
I am
rejecting this response because:Again, the failure of the mattress cannot be detected by Serta's deployed tool to measure for depressionsTHIS WAS SUPPOSED TO BE A FIRM MATTRESSThe only part still firm is the speed bump size hill that runs the length of the middle of the mattress that is noticeable when laying in the bed for any length of time.? I cannot continue to wake up every morning with back pain caused by this gimmick of a sleep system.? This bed is about to become a resident of the local landfill because it seems that Serta will continue to reference a test method that doesn't account for how their product responds when someone is actually laying in the bed, go figure.? I've never been so disappointed in a company's lack of standing behind their product and lack of effort in trying to make sure that a customer is satisfied with their product.? If I paid $for everything, then I wouldn't be so disappointed because I would be 'getting what I paid for', but the problem is I paid $1,for this sleep system because I thought I would be buying a quality product that would hold up for years.? The 'warranty' of yrs sounded like insurance until I learned how the fine print of Serta's policy is set up to protect them from standing behind their product.? I guess my next step will need to be a *** review that exposes this practice to unsuspecting customers who buy American because they think the quality will be supreme to foreign competitors.? This process has literally been a pain in the neck?
Sincerely,
*** ***?

Complaint: ***
I am rejecting this response because: The comparable FOAM mattress was still and additional plus dollarsSo I still would have been forced to pay an exorbitant amount of money for a "Comparable Foam Mattress" ? I did not want to take a chance with the same foam mattress since it did not even last years before it failedSit was pay an additional plus dollars or switch to a different Serta mattress for an additional
Sincerely,
Edwin ***

Initial Business Response /* (1000, 5, 2015/10/01) */
Serta Direct will be contacted for responseUpdate to follow
Initial Consumer Rebuttal /* (2000, 11, 2015/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (1000, 9,
2015/10/01) */
A representative from Serta Direct Sales will be in contact with you to resolve to your satisfaction

I have reached out to Serta Direct sales, they will be in contact with you directly

We just re-reviewed your inspection reportThere are no measurable impressions or any other possible defects with the mattress setIt is unwise to put a wooden board between the mattress and foundation like the one seen in the inspection report, doing so does not allow the foundation to absorb
movement from the mattressPerhaps the mattress isn't as firm as you had expected, it can be difficult purchasing a mattress without trying it first for support and comfort*** offers a day comfort trial and it expired on your purchase on 4/22/2016.? Since the comfort trial has expired and the mattress set is not defective it will not be replaced at this time

The inspection report was re-reviewed and we have confirmed that? there are normal? impressions up to 1/2" on this year old *** mattress.? ? The warranty? states that 3/4" or more will be considered a defect that will result in a replacement.? Serta will replace and
support the warranty when a mattress is found to be defectiveMemory foam will soften slightly with use, this is not a defectIt was mentioned that the previous mattress was a pillow top, going from a pillow top to a firm mattress may play a part in the noted back issuesYou may want to consider a mattress topper, toppers can add softness to a firm mattress

We will get in contact with Serta Direct sales manager? to get some information regarding how your complaint will be resoloved

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Complaint: ***
I am rejecting this response because: The point of my complaint is not in regards to when I receive my mattress (Which I have received at this point)The point of my complaint is that it took Serta two months to honor their warrantyThey were aware their product was faulty and causing painI believe they acted in bad faithI believe they are doing this to many other peopleWhat if I was a year old man that didn't know how to seek help from the Revdex.com? How many other people are they forcing to sleep in faulty beds because they don't want to honor their warranty? The amount of hoops and begging I had to do is not something a person would want/should have to go throughMy point is that it's dangerous for Serta to make people sleep on a mattress that's faulty for TWO MONTHSDANGEROUSThere is nothing more I want from SertaI just want to make the Revdex.com aware, and therefore responsible, that Serta is hurting their customers on purposeI strongly suggest a review into this companies policies and practices.?
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,
*** ***

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, ? As I stated, *** listened to my complaint, then put me on hold for minutes only to hang up on meI simply want some resolution to the misleading advertisement and discrepancy in what the floor model and actual model sent areI await a phone call in hopes to get this resolvedI did months of research and approximately hours lying on this model in different retailers before purchasing only to find out I did not get the feel I expected, not the "great deal" now to be told I will lose $because I got a much softer mattress than the models I laid on? I reserve the right to file another complaint if it is not resolved over the telephoneI worked hard to save $for that mattress and am not in the habit of giving away $that I worked hard for
*** *** ***

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Complaint: ***
I am rejecting this response because: as a major corporation
you obvious don't care about your customersI am not interested in company excuses and explanationsIf I knew your company could have canceled the promotion at any time I would have not purchased this mattressThis was a marketing scam and your company knows it.?
Sincerely,
*** ***

We apologize that this has been your experienceBoth Serta Direct and Guest Purchase have been notified that you need a call and a resolution as soon as possibleI expect that you will be called on FirdayThank you