Serta, Inc. Reviews (332)
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Serta, Inc. Rating
Address: 2600 Forbs Ave, Hoffman Estates, Illinois, United States, 60192-3723
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Per Serta Direct Sales Support: We have noted in the system where we called and emailed our customer on 4/7, 4/13, 4/22 and again o 4/28 with no replies or call backs from the customer. The order was placed online and we have no record of him contacting the call center even once in attempt to resolve.
MXD delivery shows the following notes in their system. We tried multiple times to contact this customer to schedule delivery with literally nothing from him at all.
I verified that the contact information in this order in the same as in this complaint.
Mr. [redacted], please call800[redacted]6 and reference your order 10015 to discuss.
Complaint: [redacted]
I am rejecting this response because:I talked with a Certa representative. First, one of the things he told me was that he didn't think my body had adjusted to a foam mattress, since I had slept my entire life on inner springs mattresses. If this is even a possibility, then why wasn't I warned about this before I even made this purchase? Because I assure you, if I had been warned, I would NEVER have even considered this mattress as a possibility.Second, he referred to the mattress sagging as comfort. A mattress that doesn't support you properly has a medical issue and has nothing whatsoever to do with whether or not it's firm or plush. This is how you twist words when you want to be dishonest.Third, it has never been explained to me why a 15 pound bowling ball placed on the side I slept on, vs the side that hasn't been slept on, sags over 1 full inch into the mattress, and this, after only 10 months. Considering how fast this has occurred, I'd say if you could sleep on it for just 5 years of the 15 year warranty, that you'd be laying directly on top of the box springs. But of course, when you get off the mattress, as long as it returns to normal, then hey, there's no problem!I'll make you a deal. You keep my $2100 and I'll let you give an account of your actions on Judgment Day. You're going to have as good a chance then, as I've had of trying to deal with a reputable company. ZERO!!!
Have a great afterlife!
[redacted]
Initial Business Response /* (1000, 5, 2015/06/16) */
Have you contacted Sears for warranty service? Was this mattress set sold As-Is and without warranty? Many times products sold at a closeout sale are sold As-Is. Serta customer service will email you to discuss since you did not provide your...
phone number.
This complaint will be forwarded to Serta Direct Sales for follow up. This complaint will be updated and our customer contacted with an update.
I have reached out to [redacted] to get their inspection results. Stains may affect the validity of the warranty, it depends of the type of stain, if liquid in nature it could affect the foam layers below the surface. I also need to understand if the impression measurements show a defect. Because comfort is an individuals determination; comfort in itself is not covered by the warranty as a defect. Both [redacted] and Serta support the warranty as written. We will review [redacted] assessment to make sure the warranty was followed. Thanks for you patience.
Just over two years ago , it came to my attention after over a year of Dr appointments regarding poor health, I had extremely high levels of the chemical compound antimony in my blood and hair. I researched found out its common in fire r
dants called serta right away asking for a refund. NOT only was a refund denied , I was lied to at the highest level within the company. Attached is you tube video logging my experience with the customer service manager Pam [redacted] and the lies from the head of research and development Steve. No one cares about you at this company rest assured. They field my calls , and only want to deal with my attorney. They don't want to admit their wrong doing or make any situation right, Making sure they have a SAFE product is not a priority. They changed their website after watching mine showing the fraudulent advertising on their page three weeks later, a new page was launched along with tag law info. They do not care!! Don't ever purchase any product ever from this company. Greed and lies rule this company. I have done everything I can to have them talk to me look at my mattress for product safety control etc.. nothing they wait for a lawsuit. Attorneys don't want it because billion dollar companies bleed them to death.For immunologically compromised people, and there are millions, don't do it.[redacted]. The link to the video is:
[redacted]
or go to [redacted] and search for "Toxic Serta".
Serta customer service will be in contact with our customer to discuss further.
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.
Thank you for finally resolving this.
Sincerely,
Carl C[redacted]
Placed a special order for a mattress and box springs on August 15, 2016. Was told that the bed would take 4-6 weeks to be manufactured, and I would receive a call from the delivery company regarding setup.
On September 25, I checked my online Serta account to review the status of the order, and discovered that it had been cancelled.
I called the Serta 24 hour customer service line and was told that Serta had left me "numerous" messages asking what kind of box spring I wanted. I NEVER received any message from Serta. I have all of my voice mails from August 10th forward.
I had to submit the order again.
I had also ordered a frame, but as of September 25th, I have not received an invoice and Serta says they do not have anything to do with payment -- it goes through some credit bank, from whom I have heard nothing.
I loved the bed I slept in while traveling, but find that dealing with SERTA is a pain in the neck.
There may be some confusion between promotions[redacted] Club was offering a promotional rebate with purchase and I have forwarded the customers information to [redacted] Club to follow up. As for the Serta VIP program, you can register for this promotion on Serta.com. The points earned from...
this purchase can be applied towards a future purchase as the offer is off the "next" purchase. However the VIP program does end at the end of the month and all registrants will be entered into the Serta Insider program, this program differs from the VIP and an email will be sent to you when it starts with additional details.
The third party inspection company reports: Stain Location/Size/Color The mattress has a large number of gray and brown colored stains of different sizes. The staining is all over the mattress. Mr. [redacted], This mattress was not well maintained, a mattress protector is always suggested. As...
noted above, the warranty states that stains may affect the validity of the warranty. If there is a small stain not in the area of a defect it is taken into consideration. However this is not what the inspection company shared with Serta customer service.
Complaint: [redacted]
I am rejecting this response because:I spoke with a supervisor on 21 December. She is going to send out a warranty inspector, free of charge. I let her know that I did not believe the mattress would qualify for Warranty repair or replacement, but that the issue of mattress quality remains. We are awaiting the inspector.
Sincerely,
Alexandria [redacted]
The Serta mattress that you purchased is warrantied by Serta; however the retailer administers the warranty according to their store policies. We will contact you directly to discuss.
What I have explained is the Serta Limited warranty. Your mattress is not defective. You can ask your retailer to accommodate you with a reselection for comfort.
I searched the Serta customer service data base and I do not show a record of your contacting us to discuss. A customer service representative will be in touch with you within the next day. Thank You.
I was advised that the original order [redacted]was cancelled and picked up from the customer’s home and a full refund was authorized.
The new orders ([redacted]) show a scheduled delivery date of 1/4/16. We apologize for the confusion from our third party delivery company regarding the first order [redacted]
Initial Business Response /* (1000, 5, 2015/10/01) */
Serta Direct will be contacted for response. Update 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.
Thank you for the information shared, we would be happy to look into this for you with the retailer. Customer service will call you Friday to discuss.
[redacted]
Complaint: [redacted]
I am rejecting this response because: The late charges and past due needs to be...
taken care of too. When something is credited back there shouldn't have been payments still due. The company said they would take care of it and it would reflect on the next billing cycle but it is yet to be taken care of. The response always seems to be the same that they will look into it but it never gets solved and the case gets closed before it is taken care of properly.
Sincerely,
[redacted]
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.