Serta, Inc.

I will reach out to our Licensed partner to find out what the $100 fee is for, it may be for shipping of replacement parts.  We will respond just as soon we hear back. thanks for your patience.

The manager for Serta Direct Sales have confirmed that they spoke to you in the last day to resolve this order issue to your satisfaction. Thank you for your patience.

Serta Direct manager spoke with their customer earlier today advising that the refund will be applied when the mattress is picked up from their home.  The mattress was picked up today and the refund will be applied less the agreed upon fees. Our customer can expect...

the an update as soon as we received confirmation.  Our customer will see the credit in one to two billing cycles.

Complaint: [redacted]
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 in. That is not an...

acceptable response and I would like you guys to keep working on the problem.
Sincerely,
[redacted]

This has been a terrible experience for you, my sincerest apology.  I have reached out to Serta Direct Sales team to understand if the delivery on 5/27/16 was finally the correct mattress. We will be in contact with you to confirm.  Thank you for being a Serta customer.

The inspection fee was waived and the delivery fee was lowered.  If you should decide to accept the new replacement mattress please send in your signed offer letter and delivery fee, and we will enter an order for a replacement.
Warranty does not provide an option for a product refund as the retailer shared the sale. The written offer that was sent to you is available for a limited time, if this offer should expire we will need to get the mattress re-inspected.
We are sorry you are disappointed however this would not be fair to all of our other customers that pay inspection and delivery fees.

We understand your complaint and expect a higher experience from your retailer.  Your complaint has been escalated and we have asked [redacted]
to reach out to you to resolve the issues surrounding your order. Thank You for your business.

The inspection report was re-reviewed and we have confirmed that there are normal impressions up to 1/2" on this 4 year old [redacted] 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 defective. Memory foam will soften slightly with use, this is not a defect. It 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 issues. You may want to consider a mattress topper, toppers can add softness to a firm mattress.

The warranty reflects 3/4" impressions for an "all foam" mattress, this is a reduced measurement as compared to the innersrping mattress that must meet an impression of 1 1/2" to be considered defective.  Measurements taken without weight added to the mattress is how the mattress...

industry measures an acceptable amount of impression vs. an unacceptable and therefor a product defect.  The warranty shows that memory foam will soften over time and this is not a product defect.
In regards to cooling features.  Memory foam is a dense foam that retains body heat, Serta has created an open cell memory foam for circulation as well as infuse the foam with gel for additional heat dissipation. Every body will react differently. Serta offers retailers the option to offer their customers a 120 day comfort trial. If within the 120 our customer is not finding the comfort and support they require or if they are disappointed in the memory foam they have the option to return it and select another mattress (each retailer sets their own rules around this offer). 
While we never want to hear from one of our customers that they are not happy with their Serta mattress; after 120 days the only other option of replacement is warranty and if it does not qualify for warranty it will not be replaced.

Our records show the replacement mattress was delivered on 12/16/16.  We will call our customer to confirm.

Complaint: [redacted]
I am rejecting this reesponse because:
The amount refunded was less than the amount spent, and no reason as to why they decided to give me less than what was spent was given.
Sincerely,
Steven [redacted]

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

We are sorry to disappoint you. The Serta warranty is like many other product warranty where certain fees are excluded. Serta will replace a product when a manufacturing defect exists; however the inspection and delivery fees are not covered by the warranty.

We have reached out to our customer by phone on 12/1/16 leaving a voice mail message and again on 12/5/16 with an email. We have some questions and would like to discuss this further with her. Please call 888-557-3782 9-5 EST option one for the U.S. and option two for warranty. Pleasereference...

your file number 589808.

Serta customer service will contact this consumer today to offer a mattress inspection. If defective Serta will replace the mattress.

Cooper lakes queen mattres has huge bad quality...or not quality at...

all...clearly you can see in the pictures how is falling apart.Is painfully to lay on it because of the dipping/sagging of the mattres.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

The warranty is an important document that outlines what it does and does not cover. I 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 Serta. The 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 fee. Thank you.

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

Complaint: [redacted]
I am rejecting this response because: It is clear that they didn't...

even take the time to read or research h the complaint as the response has nothing to do with what I asked for.  yes I received a refund which was never my concern.  I wanted the item.  I do not wish any longer to do business with them however as they are not concerned enough to even read the complaint.  horrible practices I will be sure to share my experience and the terrible service with anyone who will listen .  I will take my money elsewhere. 
Sincerely,
David [redacted]

Complaint: [redacted]
I am...

rejecting this response because:Again, the failure of the mattress cannot be detected by Serta's deployed tool to measure for depressions. THIS WAS SUPPOSED TO BE A FIRM MATTRESS. The 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 $500 for everything, then I wouldn't be so disappointed because I would be 'getting what I paid for', but the problem is I paid $1,700 for this sleep system because I thought I would be buying a quality product that would hold up for years.  The 'warranty' of 10 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 [redacted] 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,
[redacted]