Serta, Inc.

Complaint: [redacted]
I am rejecting this response because:[redacted] measure foam as a deflection at a given weight. In addition, Serta advertises "Cooling" as a design feature yet not not warrantee results. Mattress "cooled" as stated by Serta for the first 6 month but no longer but now traps body heat. I would be will to exchange mattress to a firmer level but also believes Serta must be more scientific in their warrantee claims.
Sincerely,
[redacted]

I have checked with Sales support for Serta.com sales and they do not have a file of you calling regarding a complaint with order [redacted] and pricing.  A representative from the sales team will be in contact with you to discuss your complaint.

Initial Business Response /* (1000, 5, 2014/04/04) */
[redacted] order was returned on 2/28/14 and the credit was not authorized until 4/2/14. This delay is unacceptable and we are updating our process to fix future delays. I apologize for this and within 10 days depending on your...

statement cycle you will see the merchandise return credit. As you know at that time[redacted] will refund your first payment of $130.00. Your credit rating will not be affected.
Initial Consumer Rebuttal /* (2000, 7, 2014/04/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, this is okay with me. Thank you.

This order and customer’s previous order was canceled on 2/6/17.  We have been waiting for pick up since the order has been cancelled. Our delivery company MXD and our customer service has called and left messages many times, however, Ms. [redacted] has never responded.  We would be happy to...

provide outbound records for call if required as all of our calls are recorded and documented. Pick up of the mattress finally occurred 3/3/17 and we will be processing the refund for the mattress in full including fees on 3/6/17.  We recommend she contact her bank to see if the refund was processed in 3 business days.  She had also reached out to Serta regarding her pillow and was not happy with the comfort level.  Unfortunately in accordance with our policies we cannot accept accessories such as pillow after they have been opened and used.  We will not be able to refund the amount for the pillows.

Complaint: [redacted]
I am rejecting this response because: The only offer to correct a problem that you have yourself admitted to being your...

fault results in it costing me $115 . I do NOT think that this is the result that should come from a respectful company, DO YOU . Please ask yourself if you would be satisfied if this were to happen to you. I seriously doubt it. Still not happy with your so called offer to resolve your mistake!
Sincerely,
[redacted]

The Serta factory, Serta Direct Sales (Serta.com), as well as the [redacted] home delivery are well aware this is an escalated issue. Special steps have been taken to make sure the consumer receives her order for 2 bed sets as soon as possible. We are verifying right now that both sets will be in perfect...

condition as they are delivered to the [redacted] home delivery agent tomorrow, August 2nd.  This is the only update that I can offer at this time.

I apologize for the delay of the inspector calling [redacted]. Per [redacted] this consumer was contacted and the inspection is scheduled for Saturday Feb 13th.

We will follow up with the retailer and the Serta Sales representative to see if we can resolve this complaint. We expect an update within a few business days.

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

Please check with your retailer when they will allow a re-inspection, usually this is 3-6 months.

This is a conversation we suggest you have with the retailer as the manufacturer does not set the pricing for the retailer and promotions are at their option. I see your record with Serta customer service [redacted] reports you are not happy with the softness of the mattress and wish to exchange...

it. As long as the retailer offers a comfort trial (charges may apply) you can return this mattress for a firmer style.

The retailer may or may not offer a comfort trial. We have reached out to the Serta Sales Rep of Stewart [redacted] 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 manufacturer. This...

complaint will be updated just as soon as we have additional information.

Please clarify your most recent response.  Serta is not charging a delivery fee for a replacement of another model that is closer to the mattress height that you requested.

Initial Business Response /* (1000, 5, 2015/10/01) */
The order for a pet bed will be shipped again. Please contact Direct Sales for tracking number. We apologize for any frustration regarding your experience with Serta Direct Sales.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/01) */
(The...

consumer indicated he/she ACCEPTED the response from the business.)
Thank you, all this could have been avoided if customer service were to handle it better. All I wanted was what I had paid for.

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 update. A 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 warranty. Thanks for your patience.

We reached out to your retailer who advised they will start the warranty process and ask you to send photos of the mattress.

Complaint: [redacted]
I am rejecting this response because:The "120 Day In-home" trial was never explained to me.  I thought it meant I had up to 120 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 "120 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 [redacted]

We will watch for your claim form and offer an inspection of your mattress set.

Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. I have received my refund yesterday 3/17/16 and will be purchasing a new mattress this weekend.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:It should not be my responsibility to pay to replace a defective product you sold me. I  will contact my attorney about my further rights. In the meantime I request the contact information of your legal department. It is not about the money it about the fact I am being subjected to bad business practices and deceptive warranty statement made about your products. You 
Sincerely,
[redacted]