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2.2 118 Reviews

Serta Complaints Summary

34 Resolved
84 Unresolved
Our verdict: When using services from Serta with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Serta reviews & complaints 118

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9:28 am EDT
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Serta Mattress - imperfect

A week ago, I bought a rather expensive bed system which included an adjustable base and a mattress both made by Serta. I tried the bed in the store and picked the soft bed. It felt good.
After I paid, the salesperson mentioned apropos that the bed will come slightly firmer than what I have tried in the store, but within a week or so, it will be soft. They delivered the bed the following night.

In its advertising, Serta claims the following: “, every iComfort mattress features our breakthrough Cool Action™ Dual Effects® Gel Memory Foam. This is the world’s first material to infuse both our MicroSupport® and MicroCool+™ gels into premium memory foam for an extremely comfortable and supportive sleep surface while helping to reduce the heat build-up that can be associated with memory foam mattresses.”

Alas, the bed has come as hard as rock. No only that, every side I slept on began heating up within a minute or so, that I needed to switched places on the bed I spend a sleepless night/s tossing and turning.

I immediately called the store where I bought and they have an exchange policy, but asked me to give it a chance and break the bed in. I also called Serta and this is what they said:

“It’s a matter of comfort, and comfort is subjective, so we don’t warranty the bed for comfort! In the showroom, the bed has a large cool space where it keeps cool. Your bedroom is not as large and you need to do the following. ‘Don’t choke the bed. Get a cotton/tinsel bed protector and thin sheets, and keep your home cool with the a/c at 65. And, you need at least 30 days to break the bed in.’” I am not lying. This is what an executive told me.

Since I bought the bed, I have not slept one single peaceful night. I toss and turn, wake up 3-4 times, my body aches. The bed has not gotten any softer. It doesn’t hug my body, but sinks where my hips are. It’s a nightmare. Fortunately, the store I bought it from is willing to take it back and exchange for a regular coil mattress that breathes. This mattress is manmade materials and does not breathe. I was told that the company relies on the gel to draw the body heat and dissipate it to the sides.

If you buy this mattress you’ll probably need to knock the walls of your bedroom down to give the mattress a bigger environment like the showroom, order a band of elephants to knead the mattress for a month or so hoping it will get soft, and run your electric bill high in order to keep the bed cool. :-)

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9:06 am EDT
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Serta Faulty serta mattress

My Disabled brother purchased a Langdon Plush Serta Queen, High Profile Set from John Murphy.
The set was delivered. Within a week, My brother called the company to complain for a return/ exchange. The mattress pillow top was already dented. Instead of Leed's doing the right thing, taking back their faulty product and replacing it with a decent bed, They sent a man and his ruler for the 1 1/2" rule. A new bed.
Leed's would not/ did not honor or accept any responsibility. Dis-Reputable company, High Prices and Dishonesty .
I hope that other customers will come forward until this conglomerate ceases poor business practice and shows respect for their products. My brother cannot use his bed. 5 fusions in his back and no bed to sleep on.

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8:31 pm EDT
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Serta Delivery and removal

The website said they would take away old bedding. They would not remove the old mattress, I had to pay someone to take it away. The online serta, is a hired marketing firm contracted by seta. They were horrible to deal with, once the sale was done, they could care less about your 3500.00 purchase. The epic I comfort still Sleeps hot even though it has the gel system. You can't find a phone number to talk to the company direct, which tells me how much they concern themselves with their customers. The entire shopping experience gets an F, in my opinion. After hours dealing with their online company, I recommend not doing business with this company.

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B Sweeney
Kettering, US
Sep 16, 2013 7:30 pm EDT

Our mattress iis only 4 mo old and already we have problems. I want a Serta rep, not salesman, to examine our mattress and explain to us what is wrong and how Serta plans to fix the problems. Blue Diamond Perfect Sleeper is what we purchased. Thanks, Kathleen Sweeney at bksween4618@sbcglobal.net

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Lee
, US
Feb 16, 2010 11:10 am EST

Purchased a serta mattress at sears.

The price was 1, 400, bought in (06) there are deep dip pockets on both size.

Very unconforabile for sleeping.

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gringo48
, US
Jun 07, 2014 9:19 am EDT

Serta Customer Service is the worst I have ever dealt with a Company. They make promises to call you back and never follow up on it and do what they say they will. I bought a mattress from them and delivery of it was a pure nightmare. When Serta was contacted I was given an excuse that I need to work with them as it is their busy season. This was a response that I got from a rep from their corporate office and she believed that it was acceptable. The delivery company never contacted me with a delivery date and when I contacted Serta I was given a date and it was not delivered then. After consuming several days of time on the phone my mattress was delivered a day later but I had no guarantee until it arrived. This Company tells customers anything to satisfy them and get them off the phone then never follows up with what they say.

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1:10 pm EST
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Serta Defective mattress

Bought a Trump mattress/box-spring set .Both items were defective(not even a year old).The box-spring was exchanged but not the mattress.A technician came to inspect the mattress and concluded the depth of the wavy/rippled effect wasn't deep enough(short 1/8 of an inch).
unsatisfied with the report so I addressed my concerns with the in-store director. The director agreed to exchange the mattress. I let some time past and realized I was not contacted for a mattress delivery. Went back to the store to find out the director was replaced by an other. Re-explained my concerns to the active director(self-proclaimed mattress expert) which in turn also totally agreed with me and authorized an exchange. Again, I let some time past and realized I was not contacted for a mattress delivery.Went back to the store to find out the director was not working there anymore.
Now for the third time, re-explained my situation but was denied an exchange.
I'm truly disgusted in the way this was handled. I'm, to this day, stuck with an unconfortable mattress.

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2:33 pm EST
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Serta Warranty disclosure

We bought a mattress from Sleepy's August 1st, 2013. The top layer of the mattress is puffed up to create one long bump across the bed. I believe the mattress was not sewn correctly and the top layer is not properly attached. We called in the warranty back in November and the company said they would not honor the warranty because our box spring and mattress were not a "set". When we bought the mattress the man - Dan never said that the box spring and mattress needed to be a match to have their warranty honored. When my husband disputed the final decision, he asked the company to explain when they made that condition explicit through our conversation or through the paper work and the company could not provide any evidence that backed up that part of the warranty. The mattress is defective. The company offered to replace it for $550.00. I don't see where we defaulted on the warranty. The implications of the warranty when we sat down to purchase the mattress were never explicitly expressed that the warranty is conditioned to having a matching box spring and mattress. That information should have been revealed when we were making the purchase. We asked many questions about our purchased yet this important piece of information was not given. We have our reasons for not buying a box spring. We are trying to be more conservative in our household and since our box spring is still very sturdy we decided to not add more waste to our local dump and simply replace the mattress. However any customer would have reconsidered this part of their purchase with knowledge that their warranty is voided if you forgo the purchase of a box spring (which is usually included in the purchase of a mattress). Again we choose to be environmentally conservative instead. We are a hard working family who needed to save that money to buy a decent mattress that unfortunately was not made to Sleepy's standards.

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4:42 pm EST

Serta Shameful!

We purchased a Mattress from Serta Restokraft Mattress. Mattress created 2 valleys and a hump in the center. The issue is still opened. They offered a credit, still waiting to have someone inspect their defective mattress. Unprofessional and irresponsible business practices. Do NOT BUY FROM SLEEPYS. Shameful!

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Worst Mattress ever
, US
Mar 21, 2019 10:16 am EDT
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Same thing after a year this mattress created valleys.Cost $800.00 what a waste of money. Bought from Van Arts, will never shop there again. I suspect these are refurbished old mattress's.

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SBJ98765
, US
Jun 30, 2017 10:36 am EDT
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Mattress from them is awful. Of course it doesn't pass the "mattress test." It's funny because these company people need to sleep on mattresses as well. Don't they think about how they would want to be treated if they were in our position? I hate these companies and the people that work for them.

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pat122
Jackson, US
Mar 19, 2014 5:00 pm EDT
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Same problem here. Contacted the Better Business Bureau and Restokraft wants $50 to send someone out to look at the saggy mattress. They won't come out until the check arrives at their office. What kind of warranty is that?

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4:08 pm EDT
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Serta Defect

We had been using a Serta Perfect Sleeper for about 18 years and decided to get a new set. After spending a few thousand dollars on furniture, the salesman turned us over to a man in the mattress dept. (who didn't get credit for the sale) and we decided on another Perfect Sleeper. The mattress was delivered, installed with new frame and box springs. Our old set was set up in our guest room. Prior to a compression fracture of my back (end of Feb. 2011) we had used the bed about 10 months because of vacations and cruises. I was finally able to sleep on the bed in April of 2011 and every morning I got up with an aching back. I had many series of physical therapy with a trainer but it took a few weeks of massage to help relieve my back. But in a few days my back trouble was back again. Two weeks in HI in Oct. '11 and a month in Mar. '12 gave me no problem. About a month ago I finally said enough is enough and I spent a night on our 20 yr. old bed an woke up the next morning with no aches or pain. Two more night were great. One night on the new bed and the pain was back. My wife, whose has had a bad back for 50 yrs. took a nap on my side of the bed, and guess what?. Yes, her back was hurting enough she had to take pain pills. Since then we have been sleeping in the guest room. No problems. An inspector said that one side sagged an inch and the 'good' side 1/2 inch. We discoverd that we had a 'Serta Perfect Day' not 'Sleeper'. The bad side bulges out about 1 1/2 inches from the welting and the good side is 1/2 inch inside the welting. Macy's customer service says the bulge is from sitting on the side of the bed for 'hours'. With my bad aching back I can't wait to get to a firm chair. I wish we had read Consumer Reports on bedding.

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Serta Mattress Company
Hoffman Estates, US
Jul 27, 2012 3:43 pm EDT

Hello,
We're so sorry to hear about your experience. Please contact us at SertaFBHelp@gmail.com for assistance.

-Serta Mattress Company

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11:36 am EDT
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Serta Do not honor warranty

The Mattress Warehouse did not honor the warranty / showed complete lack of customer service.
I purchased a new Serta mattress from Mattress Warehouse in 2009. I was told that the mattress had a 10-year warranty. In 2011, I began to have serious lower back pain and noticed considerable depressions on both sides of the mattress. I filed a warranty claim and a report by the independent inspector had confirmed a structural support failure. A short time later, I received a letter from Mattress Warehouse in reference to my claim, in which they have denied my claim on the basis that there were small surface stains on the mattress which have in their opinion “voided the warranty”. The attached Serta warranty brochure clearly listed that stains were not covered by the warranty but made no mention of stains actually "voiding" the warranty. My warranty claim was based on the structural support failure only. We always used a pad and the surface stains were only superficial. Needless to say, there was no one to talk to at the Mattress Warehouse. My emails and phone calls were not returned and no one was available / willing to resolve my complaint / claim. I would not recommend to anyone doing business with Mattress Warehouse. These people do not stand by the products they sell and have the absolute worst customer service of any business. The warranty card states that stains are not covered by the warranty. Well, I never asked that they cover stains. The mattress they sold me was defective. I can't sleep on it. They are using stains as an excuse. It is a lie. It is like selling a defective car and voiding warranty, because there are a few stains on a seat.
I will not be doing business with Mattress Warehouse ever again.
The facts are:
1 - Serta mattress had a 10yr. warranty.
2 - the independent inspection had confirmed the mattress had structural failure after only 2yrs of use.
3 - the manufacturer and the retailer had refused to honor warranty, claiming that a couple of superficial surface stains had voided the warranty and (based on photos of the mattress) determined that it is the stains that had caused structural failure, even in places where the stains were not present.
I feel I’ve been ripped off by the Mattress Warehouse!
Buyer beware!

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10:21 pm EDT

Serta Don't shop at this store

On Nov 4, 2011 I purchased a Serta Mattress and foundation at the Northwoods mall store. I had a tenative delivery date of 11/17. I was told that they would call me the day before, with a time frame (4 hour window) for delivery. I was also given instructions about clearing a path to the room where it was to go, etc. Delivery call was not recieved, so I called customer care. They said that the foundation arrived soiled and was rejected. Also told that the mattress and box springs are “custom made” when ordered, hence the delivery delay. Told that the truck only comes every 10 days from Serta.

Given new tenative delivery of 12/1. Day before, no phone call. Called customer care. Told it had arrived but was not able to get it on the truck in time for the delivery. Called the Sales Associate at this point. Am told that there was never a soiled foundation, instead they had shipped a queen size foundation instead of full. (hard to beleive this, if they custome make the order!) Told that my Mattress was in Bloomington IL and they would be happy to deliver that piece to me the next day. Told that the foundation was in MIlwaukee. I refused, as once accepted, it is a final sale, and I needed both pieces.

Given new delivery date of 12/15. Received no call on 12/14 so I called them at 4:15 pm. Waited until 5pm for someone to take the call. Told that it “didn’t arrive” and when I expressed my frustration, I was asked if I was sure I ordered a Serta mattress and not a sealy. I said no, it is Serta, to which I was told that they come from Itasca IL and that Milwaukee had nothing to do with it. I asked to just cancel the order and was told that a phone call had to be made and that they would call me back with the cancellation confirmation number.

I have not received a phone call yet. And they provide absolutely no way for me to go online and check the status. chistmas is a week away and I have no mattress in the 2nd bedroom fit to sleep on, thanks to JC PENNYS. DO NOT SHOP AT THIS STORE.

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Serta Mattress Company
Hoffman Estates, US
May 04, 2012 5:53 am EDT

We're so sorry to hear about you experience. Please contact us at SertaFBHelp@gmail for assistance if still needed.

-Serta Mattress Company

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5:38 pm EDT
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Serta Lied to, ripped off, verbally abused

My ordeal with this firm started in March 2010, when I went into the Lombard, IL store to purchase a new mattress for my wife and I, after having moved back to the 'burbs after 5 years in Tucson.

We spent a huge amount of time being "sold" on various mattress, and the salesman was visually and verbally angry that I was myself a salesman and kept calling him on his poor salesmanship and that I offered him coaching and guidance on how to better sell to the next customer. It was a bit mean on my part, but hey, that's selling and customer service - you deal with the customer in front of you and work to their personality.

After over 2 hours of shopping, we settled on a Serta "Jesse" model, which the sales rep repeatedly explained was specifically designed for larger framed individuals (I'm 6'1", 230lbs with a bad back, so this was key to me). We paid $379 for the mattress itself - after, what we were told was $149 discount for whatever sale they had going on - and then another few hundred for the frame and box spring - which we had to upgrade to fulfill the warranty requirements of this mattress (it needed a center-post support). As we were under-budget with our "sale price", my wife picked out a nice headboard she liked for a couple hundred dollars and our total balance was $790. This is a big ticket spend for us, and the most we'd spent on any two beds we'd had previously.

The bed came with Serta's standard 5 year "easy replacement" warranty, which the sales representative explained and showed me in writing was a "$0 full product replacement warranty".

At the time of delivery, the delivery driver pulled out a cash receipt book and asked me for the $70 delivery fee (which was not previously discussed). When I refused, he told me "alright, but you'll have to come pick the product up yourself". We'd just moved across the country, had several other deliveries and dozens of guests coming over, and I couldn't tolerate another night sleeping on the air mattress we used in the interim so I gave in and paid $70 cash for the delivery. Unfortunately, the headboard we were delivered was an eggshell/offwhite color, when we had ordered the espresso/brown color version. The delivery driver told me he'd just install the eggshell one so we can get used to it, and they'll replace it later in the week. After, I made a quick call to the store, and a brief argument over charging me a "redelivery fee" to replace someone's mistake (the receipt clearly stated "espresso", and the box delivered clearly stated "eggshell"), they agreed to come replace it 2 days later. No big thing.

Fast forward 2 years, to early 2012, and the bed is sacking (springs failing) significantly, and I start getting very suspicious about this as it's got a 5 year warranty and was specially designed to support a man of my frame. I started researching around and soon found out what I should have found out before paying these guys a red cent - not only is the Sertapedic "Jesse" model *not* a $530 bed on sale for only $379, it's a $299 mattress! Also, lo and behold, it certainly is not specially designed to hold a man of my stature - it's just a standard bed.

So, the ordeal really begins here...

I called up the Lombard, IL store I purchased the product from, and spoke to the store manager "John". He listened to my complaints about being misled about the product's design itself, about the fact that I in fact paid more than MSRP for a product that was supposedly on sale, and heard me when I explained I wanted to take advantage of this warranty. He then told me it'd be "$140" to have a 3rd party warranty assessment firm come out and check it out, but not to worry because $70 of that will cover the delivery fee.

When I exclaimed about the "$0 replacement warranty", he explained in an attempt at soothing tones that of course I wouldn't be charged for the replacement of the product, that I was paying for the 3rd party assessment company to come out and inspect the product before replacement. He then said, "and don't worry, Mr. Schroeder, we don't charge a delivery fee!" Now wait a minute, there John. You said $70 of it covers the delivery fee. "No, I didn't say that".

At this point I became indignant. They misled me on the product I was purchasing, I got far less quality than his employee had represented I was getting, and then I was bilked out of a delivery fee in cash the first go-round, now you're telling me that "$0 replacement warranty" means I have to pay $140, half of which is for a delivery fee you do not charge.

I made mention, being the aggressive and now angry man that I am, that I would take this to the BBB and the Attorney General's office, as I had all the original documentation and they needed to service this warranty, because I wasn't paying a penny more, as the agreement in the warranty said I would not have to. He deferred and said he'd "call his regional manager" and see what they could do. I waited 5 minutes and he called me back telling me they'd forego inspection and deliver the mattress replacement of the same make and model.

The next day I got a call from a shady fellow who left me a voicemail asking me to call him back immediately to discuss what they were going to do for him. His name slips my mind, he claimed to be the regional manager. It could have been Jeff or Frank. He's a loudmouth jerk who thinks he can push a customer around as I learned today - but I'm getting ahead of myself. I returned his call and he never returned that call.

Which they did do, after only 3 days. Meanwhile, the delivery guy was at my house for over an hour not doing anything because he didn't get any sort of authorization for the warranty exchange and was told I'd be paying COD in full! I called John at the Lombard store again, and argued about this for 10 minutes on the phone, because he is the one who agreed the exchange would happen. Finally, they take the old mattress out and bring my replacement in.

So I got a chance today to take a look, after a night's sleep on the bed, at the model which is different from that which I purchased. I figured that was to be expected, considering it was two years and the model changed. I wanted to make sure the "Easton" was commensurate with the "Jesse" I had originally purchased. So I called the Schaumburg, IL store and asked about prices. The sales associate or whomever on the phone was very evasive, explaining that the pricing depends on "many different factors". Finally, I hung up on him and called the Lombard store again, and got John (I had to ask, they don't give their name when answering the phone - a bad sign), who explained the price of the Easton was $265. So, about the same price. I ended the call and went about my day.

10 minutes later I get a call from Jeff or Frank, the regional manager. He starts out with, "Mr. Schroeder, why are you calling my stores? Wasn't getting us for a free mattress enough for you?" We had a long conversation which meandered several ways, from him describing how every phone call is recorded and live-monitored (even though there's no warning of this, an act illegal by a business in Illinois), how I "got a free mattress and even free delivery out of" American Mattress. The one thing he refused to discuss or even listen to was that I was 2 years into a product with a 5 year warranty, the product failed, and the original product I purchased was far from what it was presented to be. In fact, when I described my frame, he interrupted me with "Well there's your problem! That mattress isn't made for a guy as big as you!" Exactly my point, which he then overspoke again. He told me that I should not "be so [protected]@#$ing cheap" and should have gotten a real bed for a guy "as fat as" me. I explained that that is exactly what I thought I was buying, but his sales representative had lied to me. His response was, "What do you want me to do? Fire someone who hasn't worked here for a year and a half?" followed by derisive laughter.

All in all, this guy told me, after calling *me*, that I was harassing him and his employees. I asked him to clarify, that calling up to be sure that a duplicitous company that cheated me 2 years ago in several ways, and tried really hard to cheat me again, was providing me with a commensurate warranty exchange product was somehow harassment. He again stated that was exactly what he was saying. So I recommended if he felt I was harassing him, he should call the police and have them come by my house, he has my phone number and home address. He said that would be silly. I said his stance that my asking questions about the value of the product I received was not my right as a consumer was silly, and he needed to stop talking to me. I told him firmly that I was going to end the call and if I heard back from him I would not hesitate to call the police. This elicited a long strong of curses, and screaming from him. I could hear the flecks of spit hitting the mouthpiece of his telephone, then I hung up mid-tirade.

Long story short, unless you want to be lied to, sold a product that is not what it was represented to be, and then to be cheated again when you turn in the warranty, as well as be verbally abused by an annoying fool who takes his skinflinting a bit too seriously, do not, I repeat, DO NOT do business with American Mattress.

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10:31 pm EST
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Serta Sagging in the center

I bought a king size Serta mattress Bridegeview ($ 1, 400), which after only two months digging in the middle about 3 inches. I contacted the store where I bought the mattress and a technician came to assess the problem. What a farce. The technician stretched a rope between the end of the mattress to measure if there was a depression in the center of the mattress. He has not tested the mattress with a minimum load to simulate the normal use of the mattress was the standard excuse that the company serves. Two weeks after the magazine Soap contacted me to inform me that he had found nothing unusual for this mattress. Savon furniture and Serta have now lost a customer for life and I now understand why so many consumers complain of Serta mattresses. I paid a part of the problem by adding a pillow under the mattress to fill the hollow in the center of the mattress.

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11:42 pm EST
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Serta Wont honor warranty

I purchased a Serta Vera Wang Mattress one year ago from Gardner White and with that purchase I was given a 15 year warranty. Within the year the mattress has a big sag in the middle and is very hard to sleep on it. I was at the store the other day talking to the sales man about a bed for my in-laws and mentioned my problem to him. An appointment was made and the tech came out to my house. When he got there he ripped my comforter and sheet of the bed and threw it on the floor. He preceeded to take pictures and asked where my mattress cover was and I said in the wash. The tech said because there was two small stains the size of a quarter on the mattress they would not probably honor my warranty but would have a manager call me. Two days later I hadnt received a call so I called them well the call started out nice and proceeded to get worse with the managers having a major attitude. This is not the last they heard of me because I will be speaking to the highest person in charge and all I want is a mattress that compares to the one I have which I have been sleeping on the couch due to the defect of this bed.

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WhoShouldMyLawyerContact
WhoShouldMyLawyerContact
Chino, US
Jan 07, 2012 3:11 am EST

Your situation is common. When a mattress is stained, many of the warranties out there will consider it null an void. For the future, you should always clean your mattress before initiating any kind of warranty service. What works, is some common household cleaner like water and a few drops of dish washing liquid, and a "shop vac" (one of those garage style vacuum cleaners that are designed to suck up wet materials...) Wet the area and clean away the stain with the "shop vac". Often, just using plain warm water will work. Pick up as much of the moisture as possible so you don't create a bigger stain.

If you need further assistance, you should speak to an attorney. He can write a pretty good letter for you that goes to the "Legal Department" instead of the "Customer NO Service" department...

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9:28 pm EST

Serta They dont respect warranty

I purchased expensive mattress $1, 600 in Feb 2011 - Serta Better Homes and Garden from Mattress World in Shelby Twp., MI. By October 2011, one side of the mattress is unsleepable. When it is put to it's intended use [sleeping on it] it has an over 4" dip in the middle. When laying in it, your head and feet are elevated way higher than the middle of your body. The representative I contacted refuses to do ANYTHING because one must show the bed 'sags two inches WITHOUT ANY WEIGHT ON IT.

I find this ludicrous --it's memory foam. I explained that I don't care what happens without any weight on it, as soon as we put it to its intended use, it fails!

The warranty states nothing about this 2" rule without any weight.

I am asking that I receive a full refund for a defective product or to provide me with a comparable product that will not fail within eight months. I would be grateful for your help. I have already started a social media campaign since my recent calls to the point of purchase have remained unanswered. Next step is the Better Business Bureau and my state's consumer complaint division. This same thing has happened to two people I know and the internet is full of similar stories. This is very concerning. I hope to hear back soon with a positive resolution.

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Lou Commisso
Brick, US
Apr 06, 2012 5:28 pm EDT
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I purchased a Serta Mattress about 8 months ago from Boscov's Dept Store,
Four months ago my wife found a deep pocket in the middle of the mattress. I suggested we turn the mattress around which we did, Shortly thereafter I discovered the right side of the bed goes down hill. In other word if I roll over I go down hill. I sent a letter to Boscov's Dept Store with a complaint but I never heard from them. This mattress cost over 700 dollars and is a complete waste.
Thank You Lou Commisso

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7:41 pm EDT
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Serta Jello Mattress

I purchased a queen Serta mattress from Macy's. From the first time we slept on it we realized that every time my wife or I moved, the entire mattress moved and shook the other person. It's so bad that even when our cocker spaniel paws at the bed on one side, the person sleeping on the other side is woken up by the movement. We exchanged the once without cost. The second mattress did the same thing. I now must pay a restocking fee to return the second one. I contacted Serta and they simply replied that they do not set return policies for their retailers.

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Serta Sucks

Went into mattress shop the other day and wanted to buy a serta mattress for my back problems. Thought it would help and payed almost 2, 000 for it, didn’t do anything though and i still can’t sleep at all. Called the company back and they didn’t do anything, just asked me to leave a message. Very hard to sleep! It’s got a 5 year warranty but I don’t even care anymore, just let me get something that doesnt suck!

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Serta Poor sevice

I'v bought a serta mattress 09th Aug 2011 (21 days ago)..after 2 days i wasnt happy with the mattress and i put in a complaoint about the mattress. I was told some one from setra will contact me to come have a look at the mattress. i waited for a week before i heard from serta. one week after my complaint the inpector come to have a look at the mattress. In my opinion this guy did not do his job. he looked at the mattress though my bedding not even touching the mattress once he said the is nothing wrong. funny how you can tell all this just by looking at it. he must be really good becouse he was at my place for about 10 min.he told me serta will come and fetch the mattress and take it apart layer for layer to see whats wrong.i told him that is unexseptable. i dont want a mattress back that was taken apart after its been sold.then i told him i would like to have a new one should this be the case, so he left and i havnt heard from him since. on the 25th i got a call that some els will come have a look at the mattress on the 26 and no one came or called.waited all day a home. so on the 31st i got a call from the new inspector Mr Andre and we made a oppointment for him to come have a look at my mattress at 13h00 on the 31st Aug and till now im still waiting on him to arrive. i'v mail SMS Mr Andre and he does not get back to me. all and all i'm really dissapaonted in the way this campaint has been handled. really poor costomer sadisfaction and if i dont get a new matress soon i will be taking this further.

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Serta Warranty

Purchase a mattress from Sears in El cajon California less than four years ago.
Mattress is sagging on the side. told today by representative from sears that mattress is not under warranty today, 4/17/11.
there are only three things covered per sears representative, springs poking through, sagging in the middle, and handles on the side torn.
told that if I read the warranty from Serta that I could see what is covered. I paid close to 1000.00 dollars for this mattress.
thanks Sears. I will be returning the mattress to your store. A customer no longer. I will also tell others word of mouth not to purchase anything from sears.
I know a lot of people being in the business I am IN. AGAIN THANKS: YOU PROMOTE ONE THING BUT IT IS NOT THE TRUTH.

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SearsCare
SearsCare
Chicago, US
May 02, 2011 7:10 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

To Anwer2011,
My name is Laura with the Sears Cares Escalations team; I saw your post here and wanted to apologize for all the trouble you have had with your mattress. Warranties on mattresses are set by the manufacturer and not by Sears. We would still like to reach out to you and do what we can to assist you in this matter. In your post you did state that you have contacted us via email and I want to make sure you are contacted by one of our Senior Case Managers. If you need further assistance please contact my office via email at smsupport@searshc.com. In the email, please provide your contact phone number and the phone number the mattress was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Anwer2011) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Laura D.
Social Media Moderator
Sears Social Media Support

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Anwer2011
Aurora, US
May 01, 2011 10:57 pm EDT

I have exactly same issue. I bought it form fox vally sears Aurora in Sept 2009. The problem started just after few moths of purchase but now it is very uncomfortable to sleep on it. Working with SEARS warranty and they said it is not coverred. Went to Store and they looked on the pictures and said this is a big defect. They gave ma National Customer Relations number [protected]. I called and after going through several people again end up to SEARS Warranty and she after 20 minutes of discussion and review of the pictures said the same thing ' not coverred'. I was planning the same thing that I will take this mattress and throw in the store and report in BBB.

Dear Misty H,
I found this place your email and sent you the eamil and the reply of Customer service. I hope that you will look in to it.

SearsCare
SearsCare
Chicago, US
Apr 21, 2011 10:07 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Dear MATTRESS99,

I saw your comment here and I wanted to reach out and apologize. My name is Misty with Sears Cares and I wanted to ask you to contact my team, even if this has been resolved, to allow us to check into what happened and see if we can make this right for you somehow. At your convenience, please contact my office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the mattress was originally purchased under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide the screen name (MATTRESS99) listed on your site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Misty H.
Social Media Moderator
Sears Social Media Support

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Serta Catherine Passant

I have owned my Serta Cali-King, Vera Wang Beyond Exquisite Organic Cotton Mattress for 2 years. I am amazed that Serta is still in business with their HORRIBLE customer service. My husband is 170 lbs and I am 114 lbs... when he lays down the mattress sinks at least 4-5 inches and my side goes in 3 inches. There is a giant wedge in between us where the mattress raises up. We bought this mattress thru Sleep Train for over $4000 because "it will never sag because of this super duper paralay latex...blah...blah... blah" Called Sleep Train and they sent out an inspector who placed two large cardboard cirlces on top of the mattress, and he said my husband side is at least an inch deep without weight. The inspector said it was a large/deep hole and he would send in his findings. My side was around 3/8 inch sag. The problem with placing a toliet paper roll type cirlce on the bed is that IT DOES'T WEIGH ANYTHING! The minute you put any pressure on the mattress you fall in the deep sagging hole... Sleep Train and Serta both denied replacement of the mattress becuase the sag has to be at least 1 1/2 inch sag. The pillow top isn't going to sink another 1/2 inch without my husband suffocating in the mattress...Our backs are killing us and now we have to buy another mattress... Terrible product, terrible company, wish we could do something... DON"T BUY A SERTA!

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Serta Worlds WORST mattress

On 18 October 2010 we bought a king size Serta bed from Home Corp in Boksburg, in just a few weeks the whole inner support of the mattress collapsed, on 28 Feb I called Home Corp and asked what can be done about this issue, as you DON'T spend R4000 on a bed only to have it collapsed in 4 months time. When you buy 'the world's best mattress' you surely expect some level of truth in their slogan?

After numerous calls 4 days in a row, someone from Serta finally phoned us back, 2 weeks later they sent out someone to 'inspect' the bed, after being promised a call the same day we only heard from them the following week, at first they wanted to collect the mattress and reinforce it, which is totally ridiculous after just 4 months of use! We demanded a new mattress and said to them that we want our money back if they are not going to replace out mattress!

Today, 25 March 2011, A MONTH AFTER MY FIRST CALL TO HOME CORP, they finally phoned us back! What do they want to know? What my husbands weight is! What kind of question is that? Well he weighs 90kg, I weigh 60kg, BOTH SIDES OF THE MATTRESS COLLAPSED! This is absolutely ABSURD!

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Serta Defective Mattress

I purchased Serta Mattresses from shopnbc. Received them in October 2010. I advised shopnbc of mattresses were defective; One side is firm other side is so soft you sink in when sitting down, there is a hump in the middle felt when laying down. All brand sheets purchased for Cal-King mattresses don't fit, purchased different types and all fit too big. Serta did an inspection and denied replacement. He just measured, lifted mattresses and and pushed with his hands. I advised the inspector to sit or lay on it and he did not. I only wanted a replacement, now I want reimbursement. I will never purchase anything from shopnbc. Denial letter available upon request. Thank you. Alicia Medina

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