Serta
reviews and complaints

The mattress is sinking after one year. No one every picks up the company's customer service phone and I've tried 3 times. Sears, where it was purchased, is on their last legs and are useless. Time for the Better Business Bureau to get a complaint. Next move is to file in small claims court. Serta may offer a warranty, but the consumer will never get anyone on the phone to get help. Just looked them up in Consumer Reports, who also mentions that there are a lot of complaints about the mattresses sinking after a short period of time. A warranty from Serta = a lot of BS! GARBAGE!

My mattress is 3 years old maybe 3 1/2 if that and the one side is like slid out on the. Pillow top as if it had blown out and the side that is like that feels like there's an arch when you're laying on it and the opposite side is fine. It is horrible to sleep on! I am extremely upset being how much money I had spent on my mattress. I rotate the matress regularly and take very well care of my possessions. Is there anyway you can send me a replacement or something. I have all serta beds in my house I absolutely love them all But this one is horrible.

Roughly 30-45 days ago I purchased a King Size Seta Perfect Sleeper, and today I discovered you can unzip the cover from the mattress. I decided to pull it off and wash it, but little did I know I was in for a surprise. What could it be you may ask? A stained mattress. Black and yellow stains all over the sides. The black substance resembles mold. Not being an expert I wont say that's what it is, but you can imagine how bad it looks. This was suppose to be a brand new mattress. I will be waiting for a follow up with this issue.

Both mattresses started leaking on the circles . Design. Flaw? We are very disappointed. I'm now sleeping on the floor until I can afford a bed. I have arthritis. In my knee and hip. Real hard getting up off the floor. No I'm not obese . no kids in the house. No smoking in the house they just started springing leaks. Not only both of our mattresses, one of our friends queen self inflating Serta mattress started leaking on the circle . it seems to be a seam? They were impossible to patch.

My king size mattress center sag extremely uncomfortable .Ill call the store and they said it had stain they cant take back there no stain that the pattern of the mattress here are some picture it sag in the middle.we are not dirty people if they dont want to replace they dont have to use the dirty mattress excuse we just want this mattress to be replace it had a ten year warranty this is our case number 641033

I purchased the King Luxuriant 12" Euro top mattress & box spring set from QVC on 8/31/2013. It has a center sag/dent and extremely uncomfortable. The sag developed about 6 months ago.

This mattress has not stood up to my expectations or it 10 year warranty. Please contact me for a warranty replacement asap.

I can send a picture that will clearly show the sag. Tag info: Date of manufacture:9/9/2013 (11A11-1-828), Place: 18 Prestige Lane, Lancaster, PA ; Model: [protected]

Donna Graham, [protected]@gmail.com, [protected]

I purchased my iseries mattress from Haverty's Furniture in Jan. 2015. Within 30 days it had noticeable depressions in it. I am 5 ft., 115 lbs. I called Haverty's- they came out with a replacement, but said there was nothing wrong with my mattress. It's now been 2.5 yrs. since I bought it- it has a HUGE depression in the middle- this is extremely uncomfortable! I paid about $1800.00 for this mattress. I am having back trouble & seeing a chiropractor regularly. I don't have another amount of $$ to shell out for another mattress. My previous mattress was at least 15 yrs. old & still much more comfortable than this Serta Merit mattress. If the company has made any improvements, I would like another mattress.

I purchased the IComfort Savant in 2015 with the belief that your "cooling" system was the absolute best on the market. The matress is comfortable, but both my husband and I experience "hot spots" under our backs. I contact customer service and was told that was a "personal" comfort issue. They advised me to purchase your $200 reversible mattress cover. Wow, with what I already spent on our king size mattress and box spring why should I have to pay $200 to fix an issue that Serta is obviously aware of, since you have a mattress cover to fix the problem? Why wouldn't you offer that mattress cover to keep your customers happy?
I am very unhappy with your customer brush off and will continue to tell friends and family to stay away from Serta. I wish I had read the reviews before purchasing.

On December 2016 í bought a king size mattress and box spring via Overstock. In less than 1 month we noticed the mattress sagging and wrinkling top pad. After contacting Overstock we were told that we must deal direct with Serta. Since then January 2017 í have been back and forth with Serta to exchange the manufacturer defective mattress.
After the inspection, we mailed the check along with the label tags as requested, Serta stopped communicating and never replaced the mattress. I had to undergo surgery and needed bedrest for 2 weeks, i mentioned it to the supervisor at Serta customer service. They didn't seem to care, í had to make arrangements to recover somewhere else.
It has been an awful experience, besides the uncomfortable nights of sleep, í have back problems, I'm dissable and require to rest several hours during the day.
Personally í think is unacceptable to treat customers like that, with a product that was paid in full and that was sold to help me rest, not create more stress.

We bought a Serta low rise box spring, along with a Serta mattress for a queen size bed in November 2017. The upper level of the box spring is collapsing in 2 areas.

The person sleeping in the bed weighs 195 pounds and we were advised by the salesperson that the low rise box spring was just as sturdy as a normal full-size box spring.

We would like this box spring replaced under the warranty.

We purchased a new frame, boxsprings and mattress (King Sized) and mattress cover from a trusted furniture and appliance store. Within a short period of time of sleeping on the bed we began to have a significant dip in the mattress.
Thinking we were imagining it, we headed South, upon returning found it was not self correcting and contacted the furniture store. Following an in home inspection, the conclusion was the mattress was defective and it was promptly removed and replaced after we paid a $400 dollar upgrade fee ( as that model was discontinued). Fast forward, within a short time, same problem as the last mattress and after another in home inspection, the new mattress was delivered on Monday and by Thursday, here we are again having the same mattress experience this time on both sides of the bed. I contacted both Serta directly and the furniture store. Both have assured me that we will find the source of the problem. Spending this amount of Money and Time is not what We expect to do over buying a mattress. I will update this post with the conclusion of our dilemma.

Daar Sir, Madam
First of all, we are citizens of the Netherlands. We have contacted many times the serta store in the Netherlands where we bought, , but we don't think we are taken serious and that is the reason we contact you.

In april last year we bought a boxspring and a serta matrass. After we had this deliverered I have complained many times because the comfort of the matrass is not that what we would prefere and we had bought the matrass on advice of the salesmanager of the store. After a few months complain they made a change in the innerside of the matrass to extra firm. And now we sleep more less because the matrass is to firm. I have complanined again many times, but the salesmanager told us the last time that it is bad luck because I weigh about 60 kg and my huisband about 100 kg. This is not the service I hoped to get from a company like Serta. Because Serta is an American company and I don't get the feeling that my complaines are taken serious I write this email to you and I hope that you can give me some advise, because we really like to get a matrass that is suiteble for us.
Please can you give me some advise, or help me to get some service.

Kindly regards
Annoeska Wijngaarde

Hello,

The Serta Perfect Sleeper Changing Pad Cover Pink Was purchased for me off of my baby registry at babies R us I have a huge issue with it. I followed the care instructions on the tag for cleaning and is now very pilled and snaged. I've washed twice and no longer will use it because it looks disgusting. I have a cheaper changing pad cover that washes fine and I have no issues with.

Yes, the serta pad is plush and seems very comfortable, but it looks terrible now. Just so you know my baby was born in December and that's when I began to use it I've stop ever since February.

I am requesting a replacement changing pad cover, color pink.

Purchase a full size mattress at Wal Mart in Oakdale La on Sept 13.2016. The mattress has a sink hole where I been sleeping. I am not very happy that it has not lasted to long. It said it have a five year warranty. I would like know if there anyway to find out if I can get a replacement. I am going have purchase a new mattresses . Could you tell me if there any thing could be done to help . I am very disappointed it hasn't last very long.

We bought a Serta Osteo pocket Luxury latex mattress from Beds for Africa in Springfield Park, Durban on 6 November 2008 (R6200).

In November 2016, I noticed the springs protruding from the sides. Unfortunately we left for holiday in Australia came back for a month then off to China for 3 weeks.

Eventually in January 2017 I approached the store where I purchased the mistress as it was still under warranty. The store attempted to help but the Serta representative in Durban was another story.

After 3 weeks up and down to the shop, We were eventually told to go to same shop and pick a new similar mattress. We were told that there will be an excess fee, which I didn't mind to pay.

Finally after picking out new mattress, we were told to pay in about R7500. That's more than a new similar mattress from other brands. The attitude and manner in which we were attended to disgusted me. No offer to come look at mattress, I even showed the shop manager photos. The protruding springs cut my husband's leg as he turned to get off the bed and no interest shown from Serta at all.

The shop managers hands are tied and he could only offer us new mattress for less than excesses amount.

I left the shop never to buy a Serta product again. I have started looking at Seally and other brands.

Hope Serta is happy with their customer service.

Felicity Stander

I purchased an iComfort Memory Foam mattress set from a local retailer just over a year ago. I am one that does not typically complain, but I must say with the amount of money spent on this purchase, I should not have the number of problems I am having. I am having major issues with my back and hips, problems that I never had with my previous mattress. The set was supposed to be firm, but it's not. I get absolutely no support from this mattress! Although the mattress has a ten year warranty, I'm now told that, "...it's natural to lose some firmness after about 1 year.: Really! It's funny that none of this information was provided at the time of purchase. My husband can't even sleep on the bed anymore because of the lack of support it provides. I typically sleep on my side or stomach, and am no longer able to do so because of the physical pain I endure trying to do so. I have not slept through the night fully in months because of the bed. If I don't sleep on my back, in a propped up position, then I don't get any sleep at all. As stated, I have only had the bed just over a year, and I absolutely hate that I purchased this bed, and am so very unhappy and displeased with it. I did contact Serta, and was told that it's normal for the mattress to lose it's firmness, and that I should just go out and purchase a mattress topper for somewhere around $200 dollars, as if it's no big deal. Considering I paid more than $2500 for the mattress, I believe it's a HUGE deal to have to throw more money in to address something that my initial purchase of the Serta mattress set should have done.
I am at the point where my husband and I are considering purchasing another mattress, which I find utterly ridiculous. I will say this, if we do, in fact, have to make another purchase, Serta can be assured that they will NEVER receive my patronage and support of their business again!

Signed,
One THOROUGHLY dissatisfied customer!

On a lark I decided to research the complaints that were on the Internet regarding the quality of Serta mattresses. It was very interesting in what I found. After viewing the complaints I decided to add my comments regarding Serta and the quality of their products. First off I am not a disgruntled employee but I was involved first hand in the quality review of their products on a daily basis. One of the jobs performed on a daily basis is what is called "Tear Down". What tear down is is a quality review of the mattress products being made that day. 2 mattresses and a box are pulled off of the line and are sent to an inspection area. All supervisors are to be in attendance. The products are inspected by taking them apart and noting any and all problems with the build process. On average 9 out of 10 mattresses and box springs have multiple problems. They are recorded in a log system for Serta Corporate to review. The issue is that the same problems with the build process occur day in and day out. When problems are identified nothing is ever done due to the high volume of product that needs to be build on the line that day. The attitude is "So What". If a few are bad and we produced 800 to 1500 today what is the big deal. One of the issues is that Serta is a true sweat shop. The employees who work on the floor and build the product come into work at 7:00 a.m. Serta runs under something called On Demand Manufacturing. This allows them to keep the employees onsite and working no matter how many hours the employees have to work to get the days quota built. Working an 8 hour or less day for the employees is seldom. They may not get out of work until 8:00 pm - midnight and then have to be back in at 7 a.m. the next morning. There have been times that a number of the departments in the build process have not completed until 2:00 a.m. Welcome to America where the home of Sweat Shops does exist.

We purchased a firm Serta Innerspring Unit mattress from Sears in 2013. It has become too soft for my wife and uncomfortable. First I tried to have the mattress exchanged for an “extra firm” mattress through Sears. All I got was a run around with them asking me to measure the “sag” in the mattress, which there is none, the mattress is too soft when you lie on it. I then wrote to Michael Traub, President of Serta Mattress Company; Brian Callahan, EVP and CFO; Gary Fazio, CEO; and the Customer Service Department at Serta. I was referred to Nick Wells at Serta, who politely told me “…your 120 day comfort trial, is outside the warranty period.” Nothing more they can do. Well…we’re not satisfied. She has a back ache and has not had a good nights’ sleep for months. Please don’t buy a Serta mattress. You’ll be disappointed in the end and you will have no recourse from the manufacturer, Serta or Sears.

We purchased a Serta "innerspring unit" in 2013. It is a firm mattress. After 2 years it has become very soft and causes back aches. I've contacted Sears (where we purchased the mattress) and Serta Mattress Company. I've written letters to Brian Callahan, EVP and CFO; Gary Fazio, CEO; Michael Traub, President; and Customer Service. I've spoken with Nick Wells in Customer Service and have been told there is nothing they can do -- the mattress is "...outside the comfort warranty period of 120 days." We spent thousands of dollars for the complete bed set at Sears and now we're stuck with a too soft mattress. I asked to have an "extra firm" replacement, but was denied. As you can guess, we won't be buying Serta anymore. We'll replace this mattress but with another brand. I checked the satisfaction ratings for Serta on the internet and found they have a 63% overall satisfaction. That's an "F" minus. Nothing more I can say except we're extremely disappointed in this "Made in America" product and their customer satisfaction response. Van Shackelford Mountain View, CA

Bought I memory foam Serta for 1, 400 - within 40 days of purchase the foam had No memory and began to sink in
We also bought a queen perfect sleeper for 499.00
Within 30 days severe middle of bed dents-
Just terrible terrible support for my childs back!
We got rid of the 1-memory foam on craigslist for 400
And threw away the perfecr sleeper!
What a horrible experience!
We called corporate and they promised to get back to us! We also emailed Corporate Serta on line-
All we got back on email was sale notification and a credit increase to buy more beds from Serta'

The return call -Never happened' geez- imagine that! We called every week for months-
Never a return call' - they promised to call again and again-
Just a terrible terrible product- and deceptive customer service!
These beds had to be built or refurbished with 3rd hand material!
They both failed within 40 days'
We are in shape family! How could this of happened!
Uukkk! Never ever again Serta! Never ever will i say a nice thing about your products!
Their terrible! Just awfull
Shame on you bunch of crooks!
Shame