Serta, Inc.

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,
Sarah [redacted]

The following status was obtained directly from the Serta Direct Sales team: This customer’s mattresses on their order have already been cancelled with no fees.  MXD has advised us they are scheduled...

to pick up these items on 8/18/2016.    They have a refund amount of $1,602.86 which was already sent for processing before we even received the items back.  The customer will still owe $2,996 on the adjustable base that are not being returned as adjustable bases are always final sale.  If we can provide any other information please let us know.

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.

We apologize for the delay in this response. We have reviewed the product build that was purchased as well as the replacement offered and I see we have a comparable mattress that would be more appropriate. Serta customer service will be contacting you this week to make arrangements for this...

replacement.  Thank you.

Direct Sales support advised that they emailed the refund request link to the customer with NO Fees on 9/18/15. The customer still has not accepted the full refund. I resent the link to the customer this morning since it's been more than 7 days. Please contact Direct Sales with any questions...

regarding this order cancellation and refund at [redacted]

Revdex.comI'm glad it's over. After 18 phone calls from me, I  finally got one call from Serta. Horrible customer service!
I have reviewed the responsehe business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: as a major corporation...

you obvious don't care about your customers. I am not interested in company excuses and explanations. If I knew your company could have canceled the promotion at any time I would have not purchased this mattress. This was a marketing scam and your company knows it. 
Sincerely,
[redacted]

We have shared your experience with the ecommerce site where purchased. Serta does offer a 120 day in home trial on the iComfort line, however there are fees for cancellation and if a more expensive mattress is selected the difference will be charged. I will update further when information is passed...

along.

Initial Business Response /* (1000, 5, 2015/05/28) */
Serta is working with the local Serta plant as well as the Home Direct delivery team to get this warranty replacement mattress delivered. The Serta customer service manager has left several messages with our warranty customer and they have not...

been returned. He wanted to discuss our offer to accommodate with a refund. A refund or deliver will take a few weeks to receive. Serta will not deliver a mattress and offer a refund. Our customer will need to let us know which resolution is preferred. We have also offered to refund the delivery fee paid by our customer.
Initial Consumer Rebuttal /* (3000, 8, 2015/05/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I just to be done. I have not responded to his call once. I work all day. I would like the full refund.
Final Business Response /* (4000, 10, 2015/06/04) */
The allowance offer will be emailed directly to you today. Thank you
Final Consumer Response /* (2000, 12, 2015/06/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I just want to be done. I received the e-mail with the offer. I accept the offer. I need to send the original tags back on the box spring..serta is already in possession of the tags on the mattress.

(The consumer indicated he/she DID NOT accept the response from the business.)
You have a big problem at SERTA, the message you posted must belong to another customer, please get your facts straight. You mentioned "customer on 4/7, 4/13, 4/22 and again on 4/28 with no replies or call backs from the customer. This order was placed online with one phone number and one email address, both of which agree with the contact information supplied in this complaint. Additionally [redacted] delivery has called and left up to 12 messages to schedule delivery. Finally; without a response from our customer the order was cancelled and a credit was entered 5/1/15 less the 15% cancellation fee. We would suggest calling Serta Direct sales to discuss." My order and complaint is on September and not April, THE LAST INFORMATION WAS THAT I WOULD NOT BE CHARGE ANY RESTOCKING FEES OR ANY FEES FOR THE PRODUCT I NEVER RECEIVED". AS FAR AS I KNOW THE ISSUE IS ALREADY CLOSE BUT SERTA'S REPUTATION FOR ME IS DONE!

I will reach out to the Serta Direct Sales team for additional information regarding the return of this order.  I will update shortly with status.

I have tried to call Serta, email Serta and sent a letter in January. They sold us a mattress a couple years ago promising we would get 100 pts per year for the next ten years which would be equivalent to 100 dollars each year toward a mattress. Now they are trying to switch the system. The people I have spoken with on the phone do not seem to know what is going on. So I emailed, and they told me to contact the people on the phone again. So I called and was given an address to write to. I gave them a deadline of January 31, since they put a deadline on us. So far I have not heard. I will at this point never trust them again. We paid a lot of money for our system, the least they could do is respond. I promised them I'd be posting this on the Revdex.com.