Serta, Inc.

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

The mattress has been inspected and does not qualify for a warranty replacementWe are sorry to disappoint out customer however we will not be replacing the mattress at this timeIf you would like to call us in six months we will re-inspect the mattress without cost

We apologize for your experience with the Serta Branded productThis manufacture has been contacted for status of your refundSerta Customer service will be in contact with you regarding your file ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Thank you for finally resolving this.
Sincerely,
Carl C***

Complaint: ***
I am rejecting this response because:It should not be my responsibility to pay to replace a defective product you sold meI will contact my attorney about my further rightsIn the meantime I request the contact information of your legal departmentIt is not about the money it about the fact I am being subjected to bad business practices and deceptive warranty statement made about your productsYou
Sincerely,
*** ***

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

Complaint: ***
I am rejecting this response because:The Issue has not been resolved Serta is just gonna direct me to *** Then *** will direct me back to Serta because according to *** its serta's policy which prevent them from doing anything about the defective mattress According to Serta it is up to *** to decide if they wish to honor the warranty or not Serta is the company who made my defective mattress and came up with this slimy warranty not ***
Sincerely,
Matthew Martin

When we replace a product under warranty we research product builds to select a replacement that has the same comfort and quality. Because models change every few years and new innersprings, foams and fabrics are introduced we will be choosing from current availability
There may be some subtle differences, however your replacement has been confirmed to be the best possible comparable to the mattress that was purchased. You may want to purchase a mattress topperYour warranty continues from the day of the first purchase if you every feel that it may be defective as defined in the warranty please call Serta. Thank you

Initial Business Response /* (1000, 5, 2015/03/03) */
We understand your concern and have brought it to the attention of the Director of Sales for this programBe assured this will be promptly investigated and we will offer an update within the next few days
Final Business
Response /* (1000, 7, 2015/03/05) */
Serta Direct Sales investigated and they found that the promotional code was not correctly appliedThis has since been corrected on your order and Serta Sales Support will contact you to answer any questions that you may haveThank you for bringing this to our attention

(The consumer indicated he/she DID NOT accept the response from the business.)
Per the delivery agreement, notice was to be given prior to any delivery attemptThis was not doneI received one notice on my door after they attempted to deliver while I wasn't homeI received a phone call at 7am a
few days later with a minute notice, while I was at workWhat "literally" happened was a poorly organized and executed delivery attemptWhere is the mattress? Who had to sleep on an air mattress? I, for whatever reason, still purchased a serta from mattress firmMy loyalty is with the mattressI am not going to pay for something that I never received through no fault of my own, howeverAll the bills I have received have been from "iComfort by Serta" issued through *** Bank, therefore my communication has been with them*** stopped payment on this, but then Serta had them reverse that partiallyI don't feel this is the way to treat a customer after being loyal for over years

Initial Business Response /* (1000, 5, 2015/05/21) */
I re-reviewed the inspection report and there are no manufacturers defects with the mattressWe are sorry to hear that you do not find your current mattress comfortableComfort will be different for every person and comfort & support
needs can change over timeI would suggest rotating the mattress and if you feel the impressions should deepen to 1/2" we will offer a second inspection at no charge
Initial Consumer Rebuttal /* (3000, 7, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The problem is I have a terrible mattressTo me The issue is a two year old mattress should not even be sagging 3/4"Serta choses to ignore that factI have already rotated the mattress and since I can't even flip it, there is nothing more I can doI would at lest like my $back for the inspection feeI don't plan on having another inspection done because if it is sagging 1/2" by then all I'd get is a new Serta mattressAfter this I will never buy another Serta due to their poor qualityThank you
Final Consumer Response /* (2000, 13, 2015/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 11, 2015/06/04) */
We are sorry to hear that this mattress does not meet your specific needs for comfort and supportThe warranty is to protect our customers from a defect in manufacturing and your mattress is not defectiveA mattress will not be replaced on future impressionsWe have noted in your claim that you are no longer interested in warranty service, you will receive a refund of the inspection fee within weeksThank you

I escalated these concerns with Serta Direct Sales and I was advise today that this complaint has been resolved. We apologized for the frustrationWe were able to get our customer logged in to her Serta account where she she saw her $in dining dollars as well as her
order . Thank you for you patience

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

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 cancelledOur delivery company MXD and our customer service has called and left messages many times, however, Ms*** has never responded. We would be happy to
provide outbound records for call if required as all of our calls are recorded and documentedPick up of the mattress finally occurred 3/3/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 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: ***
I am rejecting this response because:
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID *** and find that this resolution is satisfactory to meThey have called me already and have promised to deliver the item I ordered and remove the incorrect item at no additional charge
Sincerely,
*** ***

Revdex.com:
I have
reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meI have received my refund yesterday 3/17/and will be purchasing a new mattress this weekend
Sincerely,
*** ***

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 apologize, our last entry into you file was incorrect and I asked Revdex.com administrator to remove it so I can enter the correct update; it apparently was not removed and your complaint inadvertently closedThe following is the correct updated from Serta Direct Sales:
I show the refund issued to this customer for $3,for the mattress set on the order and an additional refund of $for the mattress protector It doesn't look like the pillows and pet bed were refunded If this is not resolved please contact Serta Direct Sales at ***

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