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Serta
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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 complaints 118

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2:52 pm EDT
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Serta Bed

This is a long draw out problem. Ok, I bought a serta bed, then had problems with it, so I called serta. They helped out and got a new bed. Now, after 4 other beds, my bed is sagging in the middle. I have contacted the supervisor in Ga. and told them what is going on and now, no reply back from anyone! This is not, my fault that these beds are not made right. Serta needs to step up to the plate and fix what these problems are that keeps happening. So, I want someone to call me beside, your customer care team. I got no place with them. Nuber is [protected]. Name Ken

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6:50 pm EDT
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Serta erta Perfect Sleeper Tranquil Wave 11 in. Hybrid Mattress

I ordered this mattress from The Exchange Store 4/28/23. It shipped on 5/1/23 and arrived 5/5/23. When it arrived it wasn’t in the box in fact it was shrink wrapped and taped. It appeared to be partially inflated. The exchange has a no return policy for this item. So of course we tried to use it. We opened it and let it completely inflate for 5 days. The sides didn’t really look right a bit bowed now collapsed more. It also had a lump in the middle. It has caused us major lower back pain, hip and neck pain. I bought a foam topper to see if that helped any. No it did not. I believe this was damaged to start with and I would like a replacement or refund. I tried it based on the reviews but I would not recommend it to anyone.

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2:40 pm EDT

Serta Office chair

I purchased a Serta chair for $400 at Office Depot on December 24, 2022. It was assembled by Office depot as well.In February, less than 60 days later the chair started squeaking. I contacted the True innovations (the company that handles any warranty issues https://www.trueinnovations.com/support/

Without even going into detail about the issue they informed that the part was back ordered and I could expect to get it in 8-10 weeks.

That is unacceptable and the problem has gotten much worse since. It even sounds like this is a manufacturing problem and the product should be recalled and or replaced.

the product is the Serta Sittrue Belterra model #51418-VN/1709724.

I love the chair but this has gone too far

Desired outcome: replace the chair. Office depot should stand behind their customers and stand up to the supplier

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Is Serta legit?

Our verdict: Complaints Board's thorough examination reveals Serta as a legitimate entity with notable strengths. Despite a 28% resolution rate on customer complaints, which invites a closer look, Serta stands out for its commitment to quality and security. Clients considering Serta should delve into its customer service record to gauge compatibility with their expectations.

Serta earns 94% level of Trustworthiness

Perfect Trust Endorsement: Serta achives 94% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Serta. The company provides a physical address, 7 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

A long registered date for serta.com can be seen as a positive aspect for Serta as it indicates a commitment to maintaining the website and its domain name for a long period of time. It also suggests that the company is organized and has taken steps to secure its online presence.

The age of Serta's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.

Serta.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Our scan shows Serta website is free from malware and phishing activities, which are types of online threats that can include viruses, worms, Trojan horses, ransomware, and other malicious code, as social engineering tactics used to trick users into sharing their personal information.

Serta as a website that uses an external review system. While this can provide valuable feedback and insights, it's important to carefully evaluate the source of the reviews and take them with a grain of salt.

We looked up Serta and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

Serta.com appears to have online shopping features, it's important to know that the platform supports an extensive range of payment methods, making it convenient and easy to complete your transaction. The payment procedure on the website is also relatively simple and straightforward, ensuring a smooth and hassle-free experience for buyers.

However ComplaintsBoard has detected that:

  • Despite a high level of trust, our investigation found issues with Serta's service, including poor customer service, lack of accountability, and responsibility to resolve complaints. Customers may face long wait times for responses, receive generic or unhelpful answers or no response at all. Only 28% of 0 complaints were resolved.
  • We conducted a search on social media and found several negative reviews related to Serta. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
ComplaintsBoard
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4:15 am EST
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Serta Serta stay premium mattress

Hi I just purchased a serta box mattress on monday. I set the mattress up on tuesday and it wouldn't expand all the way. Thursday afternoon I unzipped the cover to take a look at the edges that weren't expanding and mattress seemed damaged to me so I zipped back up after taking a good look and now i'm noticing little shiny particles that look like glitter all over my furniture and my clothes. Does this mattress have fiberglass? Point is this mattress sucks. All four corners won't expand and it sags on one side of bed. And now i'm cleaning everywhere trying to get rid of that glittery stuff that's literally everywhere. I hope it's not fiberglass!

Desired outcome: Please Refund

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2:32 pm EDT

Serta Perfect Sleeper Tranquil Wave Medium Full Size Mattress and Standard Box Spring Set with FrameSever

Order #FOS12112415E for the above full size mattress, bod spring, and frame was placed on 7/16/2022. The box srping and frame was delivered and set lup on 8/3/2022. Placed several phone calls to Serta Factory outlet and XPO Mile Career (delivery company) before box spring and frame was delivered. Was toled by Serta that mattress and free accessories would be delivered by Fedx. Received call 8/9/22 deliver from XPO today between 12-3. Deliver was today, and Serta sent Quenn mattress in error. Full size mattress was ordered. I have the original receipt where it was paid in full. I refused the mattress and the delivery people took it back. And ,by the way, the accessoriy package did not come.

I am extremely upset. Based on Sertas explanation the whole process should have been completed within 15 days. Todate, I still do not have a mattress. I have been inconvienced for the past two weeks. If you check the delivery company's record they called and changed the date of delivery 3 times. I should be compensated for Sertas bad service.

Desired outcome: Should be compensated for my inconvience. and being without a bed.

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7:51 am EDT

Serta Mattress defect

I purchased a SERTA Eminence from Mattress Warehouse in South Africa in March 2021.

After 6 months I contacted the reseller as my mattress had started sagging and a bump had formed down the middle. The reseller told me that it is as a result of no one sleeping in the middle of the Queen size bed. It's a no turn mattress, so I had been rotating it as directed.

Now the sagging has become worse and it is causing both my husband and I to experience back pain.

The reseller told me that I will have to cover all costs related to the inspection, and that SERTA won't rectify the situation as it's not severe enough.

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8:49 pm EDT
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Serta Our mattress has a big lump on right side of mattress.

We purchased our Serta Mattress in Sept 2021 from SAMS CLUB. During the past couple of months we now have a huge Lump on the right side of the mattress. Since we have had our mattress we rotated it approximately 2 times since Sept. There's not much more to say but we would like a replacement. Having that lump is ridiculous for a mattress, we just had for not even a year yet.

Desired outcome: My wife and I would like a replacement maybe something firmer. The mattress we currently have is the Serta Perfect Sleeper Baymist Cushion Firm Pillowtop King Mattress Set

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Update by Mattres problems
Apr 01, 2022 8:54 pm EDT

please get back to us

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2:21 pm EDT
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Serta Mattress

03/17/2022

I bought a very firm Serta mattress for my back issues from Macys that has a 20yr warranty W20F (on the Law tag). The mattress is 7 yrs old and I'm experiencing sagging and it's hurting my back.

I called the Macys customer service hot line and was set up for an appointment for an inspection. The inspector came out found a 1" depression and was told I will get a call back that evening. (about 10 days ago) No call so a couple of days later I called them. (Now the warranty schedule states anything over 3/4" was defective for that mattress.)

The overseas call center gave me the run around and denied that it was defective even though the warranty schedule states otherwise. After 40 minuted on the phone and being put on hold 8 times I gave up. (obviously they want to wear you down). I finally asked for an email that I could contact Serta at and was given a fake email address.

I finally found a phone number at Serta and was given the run around there as well.

This is just terrible and frustrating besides not being able to sleep because of back pain.

I am here in the hope of getting some relief.

Sales check # ME1388172027

Desired outcome: Sagging mattress replaced with an equal very firm mattress

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10:17 am EST
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Serta Serta firm mattress

I bought a Serta mattress last year, Mar, 2021, It was delivered in Apr 2021. I contacted the store stating the bed was hard as a rock. He said you bought a firm mattress. I sat and layed down on what I thought and was told , a bed in the store, it wasn't firm, but I was wanting one that was firm when sitting on the side getting into bed, the store owner, " THE FURNITURE OUTLET" said he didn't take returns. so I contacted the company. In the mean time I bought a 2 inch memory foam topper. but mattress was still stiff. I is now almost a year and this mattress has never softened and I am still having trouble sleeping through the night. I go into our guest room to finish sleeping. BTW, guest room has a 10 yr old Sealy mattress which is perfect still. anyway. is there any way to get the company to help me with this mattress problem?

Desired outcome: Serta needs to communicate with me store: The Furniture Outlet, Cedar Point, NC

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Update by dancingcats
Mar 10, 2022 10:32 am EST

for the company label

from mattress for

company to see I own it

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8:41 am EST

Serta Serta 600 frame

Massager turned on by itself and woke my wife and me up at 3am. It now won't turn off. I have unplugged it several times. Each time the bed adjust to flat and the massager stays on

Desired outcome: tell me how to turn the massager off

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11:10 am EST

Serta Ashland Chair

I ordered the charcoal colored Ashland chair through Macy's and the chair was sent without the cushion. The chair was delivered on 2/11/22. Everything else was sent and installed very easily. My Macy's order number is [protected].

It is a very nice chair, but I would like to be able to sit on it with a cushion! I do not need an entirely new chair, just the cushion sent.

Desired outcome: Please send a cushion.

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9:34 pm EST

Serta Vera Wang

I bought a full size mattres in 2008, it suppouse to have 30 years waranty. We bought in Sleep Train Mattresses.
The product was suppose to avoid any kind of bugs or mold. Be transpirable and less heat feeling. A lot of good prommisess on this product. That is way we decided to have it. Price/cost it was superior. We always use cover and take nice care on it. One of the features was no need to flip it to keep the form and performance. We still flip put it up twices a year. This year what is our surprise, it has mold in the middle of the bottom. 😞
The mattress was a lot of mold under the mattress. We woul like to find if this apply as a complaint.

Desired outcome: Warranty

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Update by Kikyrimiau
Dec 15, 2021 9:35 pm EST

🙏🏼

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3:14 pm EDT
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Serta Sertta icomfort twin XL 1 102428 S&D twin

Purchased from OFM190-Overstock Furniture & Mattress
Savannah, GA 31411
I purchased for less because she said it was a later model
but brand new. However upon getting home it had water damage and the bottom zip out liner has a large tear..
Liner says:
Blue100 Gentle Firm Color of loner -- light gray
Overstock will do nothing.
Would you please send me a new zip out bottom liner.
I would greatly appreciate.
Guess I'm too trusting.

David Ryden
124 Saltwater Way
Savannah, GA. 31411
[protected]
[protected]@comcast.net

Desired outcome: replace zip out linears bottom

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5:29 am EDT

Serta Pedic kimono

I contacted the place from which I bought the bed in March 2021, they referredme to Lylax who deals with the after sales in Kwazulu Natal South Africa. It is now September 2021. Every single time I have to call to find out how far the process is with regards to warranty, it seems to Serta that a warranty means nothing. I have spoken a few times to Essayvani, who is no help at all. Promises to call back with answers never materialises. I bought the bed after doing research with the expectation that it will last. the bed has been giving problems since 2020 but due to the pandemic I did not want to go out of my home, because you physically had to go there to report. I am a healthcare worker at the fore front of this pandemic, it is imperative that I have a goodnights rest, of which I have not been getting. After sales is pathetic.

Desired outcome: I want my warranty to mean something

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3:47 pm EDT

Serta incorrect item received

placed an order thru sams.com for the serta castleview set. Received on 8/21 and it was the wrong size box spring- full instead of queen. I called immediately and advised them of issue & opened a file for replacement
*Your reference number is [protected]* I was advised to send a pic of the tag and the corner of the mattress, which i did. The claim was denied bcz the label "says" queen but you can look at the pictures and see that the mattress is clearly too big for the foundation. I have called 6 times thus far attempting to get this issue handled. the rep i spoke to today said they needed 4 more pics of each corner... as if the one that I sent saturday doesnt show the mismatch... escalated again to rep named Alex who is supposedly handling this for me. No one can explain why i need to send 4 more pics of the same mattress hanging over the boxspring. Can i request a call back and be reassured that this issue is being handled properly.
Dominique Winston [protected]

Desired outcome: pick up full size foundation replace with queen foundation

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4:57 pm EDT

Serta Serra I comfort mattress

I've complained about this mattress and the scam 25 yr warranty before.
I will continue to tell as many people about our experience in the hope of saving them from the same costly and physically painful mistake.
I'm going to enjoying sending this piece of junk to the landfill this week. Finally replaced it with a real mattress. I hope it takes forever to rot In the ground.
As for the local furniture store that scammed me out of over $3k. They can enjoy a life without any more business from me.

Desired outcome: None

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4:30 pm EDT

Serta mattress never delivered, order cancelled by them, now no refund

We ordered a mattress from the Factory Outlet store on May 31st. Money debit from out account June 1, 2021. Was told 2-4 weeks for delivery, since mattresses are made to order. Our order was delayed several times (even though the delivery company at one time said they had it) Finally it was going to be mid Aug. We contacted customer service several times, no explanation for delay. Then finally said it had been damaged in transport and would we like to wait for another 4-6 weeks for another one, or would we just like to cancel order. We said cancel (needed a mattress). Was assured that the refund would be credited to our account in 24 to 48 hours. That was July 13. Today is the 20th and still no refund. Poor communication and customer service.

Desired outcome: Full refund of money paid for mattress never received.

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11:33 am EDT

Serta Serta Sleeper Bed

Mattress is being picked up so that's no problem. But, the frame I am told I have to keep at a cost of $1800. I never heard this mentioned but I understand it was in the contract which as normal I didn't read as I trust American dealers. I'm very upset with this and want the frame returned. I feel their 120 day guarantee is misleading and underhanded.

Desired outcome: Everything returned and no charges to me

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7:45 am EDT
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Serta Serta perfect sleeper glenmoor 2.0 pillowtop mattress

I have filed a previous complaint. My mattress is even worse since then and I dont think it was over a month ago. I would like to get a new mattress or exchange this one. It has a severe dent in it and was purchased in march.
Please respond. I have sent pictures and the receipt in a previous email. If you need more information, I will be happy to send.

Desired outcome: Refund/Replacement

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8:35 am EDT
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Serta Serta Perfect Sleeper Glenmoor 2.0 Pillowtop Mattress

I purchased the above referenced mattress 3/24/2021. I noticed this morning in changing the sheets that the mattress is severely indented. I love this mattress. My back does not hurt but I am afraid that is will not last 6 months. I am 150 pounds, so I do not believe that is an issue. Extremely disappointed. Maybe it is a defective mattress? I am not sure, but I do not wish to buy a new mattress twice a year.
I will be happy to send more pictures/video's at your request.

Desired outcome: Refund/Replacement

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Serta contacts

Phone numbers

+1 (888) 557-3782 +1 (888) 708-1466 More phone numbers

Website

www.serta.com

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