The complaint has been investigated and
resolved to the customer's satisfactionResolved American Mattress - Elmhurst, Il / Serta Mattress — Don't stand behind their products!
resolved to the customer's satisfaction
Serta mattress purchased from American Mattress Elmhurst Illinois In May of 2006, I purchased a $1,200 Serta mattress and box spring from American Mattress. I had a Serta over 10 years and it was time to replace it, so I purchased another Serta. The bed that was delivered was damaged (the ticking was picked and pulled and looked dirty). While the bed frame was being put together on my hardwood floor, it was dropped and scraped and left a gouge in the floor. I had to call the store and after a few more calls, I did get another mattress (had to take more time off from work).
After 6 months, the bed felt worse than my 10-year old mattress. I sleep alone, yet there was a huge depression that I would roll into and it feels like there's a broken spring somewhere in the middle. I wake up feeling like I've been hit by a brick truck; my 10-year old sofa sleeps better than this bed.
Since it was so new, I contacted the store and was told I would have to pay $45 to have someone come and look at the mattress. And, unless there was a visible dip in the mattress that I would not get anything replaced. The overall comment was not to expect any real results. Well, since this mattress has the foam, you won't see the dip until there is pressure on the mattress.
Next, I contacted Serta directly via email. After about a month, the emailed me that they couldn't do a thing - go to the store. The worst part; Serta is about 15 miles from my house. So, now I'm wondering what is the point of having a warranty if you have to pay someone to fulfill it so quickly after purchase?
I called the store again and asked to speak to the regional manager. I eventually hook up with this person and once again, I'm told to pay the $45 and not to hope for much since it's rare that a mattress is replaced. Now, it's a year later and I can't switch my mattress to a comfortable spot. I actually sleep as close as possible to the edge of the bed to try and get decent support without getting a stiff arm and hip. I don't know what to do; I can't afford another mattress and I'm really frustrated.
I do know I WON'T BUY another SERTA ESPECIALLY FROM AMERICAN MATTRESS. If you get a lemon, they certainly won't and don't stand behind their products.