Serta, Inc.

We apologize that this has been your experience. Both Serta Direct and Guest Purchase have been notified that you need a call and a resolution as soon as possible. I expect that you will be called on Firday. Thank you

Initial Business Response /* (1000, 10, 2015/07/01) */
We needed to ask the manager of the Direct Sales program for information. We were advised: As of today 7/1/15 the account is showing that $79.91 has been refunded due to only one pet bed was returned. Since then the other pet bed was...

received and the customer should see a credit next week. We apologize that you received damaged product and for any delays in processing the return.
Initial Consumer Rebuttal /* (3000, 12, 2015/07/06) */
on 6/26/15 a refund in the amt. of $79.91 appeared on our bank debit card from Serta. However; this is only half of the amount they owe me. I paid 159.82 for 2 dog beds and I returned 2 dog beds (never used) back to them in the same boxes they came in. I would like to have back the full amt. I paid. Customer service has been a nightmare and this has been going on since March 20 2015. I just wanted to update you and appreciate any help you may be able to give me in getting my money back. This is customer abuse in so many ways. Thank You, Nila [redacted]
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 involved. They stated I should get the rest of my money by the end of the week; however it is Friday 7/10/15 @ 6:33 pm and no credit has been issued to my card. This 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 me. Enough is enough return my money, it is not yours to keep! Your 2 dog beds have been returned to you months ago. Sadly 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, 6/23/15 for $79.91 and 7/16/15 for $79.91.This should now be resolved. Thank you for your patience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,  As I stated, [redacted] listened to my complaint, then put me on hold for 28 minutes only to hang up on me. I simply want some resolution to the misleading advertisement and discrepancy in what the floor model and actual model sent are. I await a phone call in hopes to get this resolved. I did months of research and approximately 2 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 $489 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 telephone. I worked hard to save $2000 for that mattress and am not in the habit of giving away $500 that I worked hard for.
[redacted]

The Serta Limited warranty offers to replace a mattress and or foundation (after evaluated) if found to have manufacturing defects as outlined in the warranty. Inspection fee and delivery fee are not covered and stated in the warranty in several places. The warranty was attached to...

the mattress at delivery and a copy of the warranty is available on Serta.com. Delivery fee will not be waived. If interested in a replacement please mail in the required information including delivery fee.

Order [redacted] was confirmed picked up from our customers home on 11/13/15.  I am checking with Serta Direct Sales when the refund will be applied.  When it was mentioned that you will see the credit in 1 to 2 billing cycles that was referring to how your creditor applies the credit on your statement.  I will have the supervisor from this team contact you today.

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

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

We apologize for the inconvenience that you have experienced, the delivery company did not follow our procedure.  Serta Direct Sales support was contacted on your behalf and they are following up with the delivery agent to find out when the pick up will be scheduled.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Mattress manufacturers/retailers measure for sagging or impressions without weight added to the mattress. The defect would be if the foam layers do not recover to the expected shape after use. The retailer has advised Serta that the mattress was inspected on November 21, 2015 and no manufacturing defects were found. The mattress will not be replaced at this time.

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
My CC has been refunded the full amount.
Sincerely,
[redacted]

I apologize for the delay in our response. On 11/11/2016  our customer was refunded $1,325.00 which was the amount of order 24051 - no fees or other charges were held from the refund processed.

We purchased our iComfort Mattress from Best Mattress store (their negative review is next). We understood that we had 6 months to return the mattress if not fully satified. At 3 months we were not but thought we would do the full 6 months just to make sure since this was our first gel/memory foam mattress. A few days before our 6 month trial was up, we returned to the store to be told that we were too late, that we actually only had 120 days.
This mattress is the worse thing we've ever slept on. Both my husband and I can barely make it 5 hours before we have to get up because our backs are hurting so bad.
I followed up with Serta directly about this issue. Their answer was, sorry you're un happy but we aren't going to do anything now but if you want comfort, buy another Serta product to put on top of the one you are unhappy with.
We paid $2000 for a mattress we could only deal with for 7 months. Now we need to purchase another one before this one destroys our backs.
Today I take action - I'm posting this information EVERY WHERE. I hope to save someone else from the back pain we get from this mattress.

A representative from Serta for [redacted] will contact you directly to discuss the details of this offer. Thanks for your patience.

Revdex.com:
I have reviewed the...

response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. They have called me already and have promised to deliver the item I ordered and remove the incorrect item at no additional charge.
Sincerely,
[redacted]

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.

Serta Customer Service will be in contact with you today or Friday to discuss further.

Serta Customer Care will contact you within the next day or two to understand what type of base you have and what company will offer you warranty service.

We have contacted the Serta product developers for the approximate height of this Sears mattress model.  Will have an update within the next few days.