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Serta Pillow Top Mattress / sagging mattress/huge hole/crater

1 Annapolis, MD, United States Review updated:

My Fiance and I purchased the "buy one get one free" Serta Pillow Top Mattresses a year ago in late March, 2008. My fiance noticed right away his mattress was starting to sink where he sleeps. Gradually over the months he started to have a crater in the mattress and was having back & neck problems (actually needed prescription medication for his neck!) My mattress started to sink as well, but not as badly as his, at first. I have a queen and he has a king. Not sure if the mattress size makes any difference. We are not large people. We are normal for our height/build. We have been discussing what the warrenty/guarantee on the mattresses might be and he decided to go on line and see if there were any other people complaining. What do you know? There were, and A LOT. All with the exact same issues. Why hasn't this company had a recall on these defective mattresses? And what the heck do "stains" on the mattress have to do with sagging? They say "stains" would void the guarantee for a refund. That's ridiculous. That's not the issue. Are they really going to re sell a mattress with a huge sag in it if it doesn't have a stain on it? I think they knew there were problems with these mattresses and they also knew people would get stains on them, so they protected themselves by adding this disclaimer. We too would love to hear from anyone of you out there who has any suggestions or have had any satisfying results from this issue. If there is a class action suit started, count us in.

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  • Li
      30th of Jun, 2009
    +1 Votes

    I am a single, average sized person. I purchased my double Serta pillowtop mattress in June of 2007. In less than 11 months the sagging in the center was quite noticeable, and very uncomfortable. I called the store where it was purhased - they sent a "bed check" compay to measure the sag - I never heard back from them. I followed up with the store, then the company via their web site. I sent pictures with a ruler showing the deep indentation - no response. Now, two years later, I actually have to grab the sides and pull to get out of the bed. This was not an inexpensive purchase. The "stain" clause should not have been an issue for me, I have had a mattress cover on from the first minute I brought the mattress home. I 'm sick to think that I have to spend money after less than two years of use for a new mattress. Any suggestions for getting satisfaction would be welcomed.

  • Ks
      28th of Mar, 2010
    +1 Votes

    Wow, I thought I was alone in this. I thought I was ripped off by the store I purchased it from but it looks like I'm not alone in that it looks like it's a defective mattress. I purchased a Serta queen sized (or full, I'm not sure) no flip mattress and boxsprings and it sinks in the middle like quicksand. Looks ridiculous! I thought that by purchasing a brand name like Serta I'd be safe, but it's been only two years (2008) since I got it and it's more like a bean bag chair than a mattress. I'm going to go back to the jerks that sold me this pile of crap but if anyone has had success getting a new mattress, I'd love to hear their strategy.

  • Sh
      10th of Aug, 2010
    0 Votes

    I agree.the mattress stinks. I have back problems and t he mattress is sinking on my side.I hurt all of the time and so does my husband. we went on vacation and slept in a hotel and we didn't have any pain.I to thought that I was buying a good mattress. I also don't know what to do about it. if anyone can help please contact me at

  • Pa
      6th of Jan, 2011
    0 Votes

    We bought a serta (queen)in 2008 from a furniture company and I noticed that is was sagging on both sides ad getting a huge hump in the middle. I called the store where I purchased it and they sent out a tech that came and measured it. They did replace it with another serta (queen) and it is worse than the first one. I called serta because I wanted to file a claim to have it replaced again. The guy was very ice and helpful because i was ooozing niceness to him. So he gave me a reference # and asked me to go back to the store where I purchased it to file my claim there. He also told me that if I had any problems to call back with my reference # for assistance. Well we are going into the store today. We'll see what happens and I'll keep you up to date on the outcome.

  • Ba
      6th of Jul, 2011
    0 Votes

    Hi folks, my husband and I purchased the Serta Perfect Day Gentle Haven Cal Kingsize mattress in September 2010 and here it is July 2011 and we are in PAIN ALL THE TIME. The mattress has hills and gullies, it's ridiculous. Yes I too think the "stains" clause is a joke, and we don't have any stains either, we also have had a mattress protecting pad on it from day one. We are now researching the best deal we can find on an adjustable airsleep mattress, which is what we had before, and should have stuck with! Man, this Serta is a nightmare. We've never had such bad sleep. We're in complete empathy and agreement with all who have complained about this. We may just have to take a big ol' hit on this, cut our losses, give this POS (you know what that means, right?) away to the Goodwill, and start over with an airbed! Whew. Worst decision we ever made, buying this. ANY ideas for satisfaction on this would be greatly appreciated!

  • Pa
      7th of Jul, 2011
    0 Votes

    What I did when our mattress got the "big sag and mountain" was called serta first and talked really nice to the rep. He gave me a file/claim number and asked me to go to the store where I made my purchase. I did and they sent out their repair guy who insisted there was not enough sagging yet. I then measured it in front of him and asked him what did he get when he measured it. Then he referred to my warranty because this was the second mattress (they had replaced one before) saying that I could only have one replacement in 10 years. Of course I told him this was not true and i had already gotten a claim number from Serta. He left and said he wasn't replacing my mattress again. I followed him outside and told him he knew he wasn't being fair. I guess it was 30 minutes later when he called me and told me he was going to give me a FULL REFUND because he felt I would not be happy with anything his store sold. I was so ELATED because I didn't want anything he sold because it was all serta anyway!! I ended up with a Simmons Beauty Rest and have had it for about 4 months I love it

  • Pe
      1st of Aug, 2012
    0 Votes

    Quickly, I too have tho Serta Eurotop/pillowtop mattress. Never again! Damn, like most of you, after spending a thousand bucks and buying the Serta brand everything would be OK. Lies Lies Lies. No need to go into all of the issues as what I've read is same for me.
    I am actively advising everyone I run into, people I know not to purchase a Serta mattress. Instead of small talk about the weather and who shot JR (kidding) I tell people how bad I've been treated, the lack of real customer service and the fact that this mattress started sagging within 4 to 6 months.
    My parents had a Serta mattress for years. It was flipped every so often and it looked new even after years. I'm so disappointed in this company. What is it about not flipping a mattress? When did this start? Perhaps some people don't flip their mattress but most of us do because we can't afford to drop a thousand bucks on what we hope to be a quality mattress every couple of years.
    Serta, never again.

  • Ts
      18th of Jan, 2014
    0 Votes

    Our serta pillow top is doing the same. My sister and brother Inlaws is doing so also. We've had our for about three years now. I don't know if there is anything we can do at this point to replace it. It was the first bed we ever bought I really didn't think it would go bad so quickly. Not sure what to do now.

  • Ka
      11th of Apr, 2014
    +1 Votes

    The only suggestion I have is to write your local better business bureau, I promise you you will get a response in a limited time frame. The company will be down graded in their rating and they don't want that.

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