Serta, Inc.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meSincerely, *** ***

On 11/Serta Mattress / Austin location has advised they will be in contact with you to resolve

The Serta factory, Serta Direct Sales (Serta.com), as well as the *** home delivery are well aware this is an escalated issueSpecial steps have been taken to make sure the consumer receives her order for bed sets as soon as possibleWe are verifying right now that both sets will be in perfect
condition as they are delivered to the *** home delivery agent tomorrow, August 2nd. This is the only update that I can offer at this time

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

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.
Serta contacted me to arrange a refund and the processing will take a few weeks. I will contact you again should the refund not arrive in the promised time frame.Thank you very much for your help!
Sincerely,
Henry ***

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
Sincerely,
Bob A***I am accepting the offer on conditionWait to see if the sleep an or rest is the same or better then before!Bob A***

I have reached out to *** 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 defectBecause comfort is an individuals determination; comfort in itself is not covered by the warranty as a defectBoth *** and Serta support the warranty as writtenWe will review *** assessment to make sure the warranty was followedThanks for you patience

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
Sincerely,
Judi C**

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

I apologize that this program has ended, there are no other options to offer you at this time

I apologize for the delay in answering this complaint. I reviewed Serta's warranty claim for this customer * ***, and found that we sent an letter to our warranty customer offering a replacement mattress. We will follow up today to confirm the letter was received

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

There is a process to resolve, we will not straight away replace a mattress without the information to validate either delivery damage or a warranty issue. If you are able to take pictures of the area of concern and offer a copy of receipt and law tag we can take next stepsA customer service representative called and left you a message on Thursday of last week with what is needed to move forwardPlease call *** and mention your record number ***Thank you

Date Sent: 5/29/12:30:PMOn 5/we contacted our warranty? customer to discuss furtherThe replacement mattress delivered? to our customer? was a comparable product selected by our merchandising departmentWarranty replacements do not have a comfort guarantee which the retailer may have offeredWe will send an email our customer to further explain

We are sorry to hear that this has been your experience.? Serta customer service will be in contact with you today to discuss.? Thank You

Please check with your retailer when they will allow a re-inspection, usually this is 3-months

Per Serta Direct Sales Support: We have noted in the system where we called and emailed our customer on 4/7, 4/13, 4/and again o 4/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***, please call800***and reference your order to discuss

We understand your complaint and? expect a higher experience from your retailer.? Your complaint has been escalated and we have asked? ***
to reach out to you to resolve the issues surrounding your orderThank You? for your business.?

I was advised by Serta Direct Sales that the refund was in full,? no deduction of? fees.? For further questions call *** and the Serta Direct team will share the dates and amounts of credits applied

The retailer is working with you.?