Menu
Serta Customer Service Phone, Email, Contacts

Serta
reviews & complaints

www.serta.com

Learn how the rating is calculated

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.
Verified
The authenticity of the customer service contact information for Serta has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Click here to get notifications about new complaints of Serta. We promise not to send you any unrelated messages
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review
File a complaint

Serta reviews & complaints 118

Filter reviews by rating
5
0 review
4
0 review
3
0 review
2
0 review
1
0 review
Sort by:

Newest Serta reviews & complaints

ComplaintsBoard
G
11:00 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Serta Mattress sagging

We bought a Serta mattress in 1998 and within two years it sagged on both sides with a mountain between us. Looking at it now it looks like we have a mountain for a bed. We have turned this mattress weekly for 11 years but we're getting too old to deal with this King mattress. I know it is 11 years but it has been like this for the past 9 years. I wrote to Serta but they totally ignored me. Needless to say we are in the market for a new mattress. After having paid over $1400 last time, I'm hesitant to spend this kind of money.

Read full review of Serta
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
R
10:45 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Serta Sagging mattress

I purchase a new mattess due to a back injury in 2000 and paid 1300 for the mattess which was supposted to be a top of the line Sealy mattress. Now this was purchased to help my back in which I had ruptued a disk and had two bulging disks the year before. Within 6 months I noticed a sag which continually got worse. It's now 2008 and I've exchanged the bed 4 times, I've currently owned a Steans and Foster, Sealy, and Serta mattresses and they have ALL sagged very badly. I now own a Serta and it's been the worse. I received in 6 months ago and my boyfriend and I cannot sleep in it! We both wake up with sore backs and my hip and shoulders now hurt from it. I am at a loss! I don't know what to do, I know if I get another bed it's just going to do the same thing! Having a bad back I need a good bed, now I feel stuck. Please help!

Read full review of Serta
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
L
9:11 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Serta Worst ever

My husband & I bought a top of the line pillowtop Serta Exploration, and within a month we were both sagging into ditches with a mountain between us. Unbelievably, it has gotten worse over the 1.5 years since we bought it! He's @ 200lbs and I'm @ 130lbs and we're both @ 5'6".

We hate this mattress and will never buy another Serta. My "leg ditch" is less deep than my "torso ditch, " and when I sleep on my side, (legs stacked) my knees actually hurt from being torqued upwards when I wake up. Same issue applies for stomach sleeping.

Worse than sleeping in an army cot. Consider yourself warned.

Read full review of Serta and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
R
R
Rocking
, US
Jul 10, 2017 8:15 pm EDT

I have to agree with "Worst Ever" review. Ironic how it was explained EXACTLY everything I have been going through for the last three years with this mattress, to a T! I laughed so hard at this review because I know exactly how they feel and I can picture what they are experiencing because I and my husband go through it every night. At least our dog gets to sleep in the middle on Mt. Everest. The "Mariana Trench" as I call it is so deep that if I continue to rock myself to get out of it and onto Mt. Everest I will eventually rock myself to sleep. My advice to all is DO NOT PURCHASE!

L
L
LauraA
, US
Jul 03, 2010 2:30 pm EDT

I totally agree with you! We bought the Serta Perfect Day (ha!) Taurus Mattress and I have never experienced any mattress like this ever. It's like sleeping in quick-sand. My husband and I couldn't stand it after 4 nights. Our backs were killing us. This was the most expensive mattress in the store and certainly not worth theprice. I went straight to the top to the president of the furniture store and he now has someone from Serta coming out to "inspect" the mattress. I don't expect anything to come of this as Serta's quality bar must be pretty low. You really can't tell anything by looking at the mattress...looks can be deceiving. Try sleeping on it and you soon find it's definitely not the world's best mattress, in fact it's the worst!

ComplaintsBoard
D
9:02 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Serta - sagging mattress/huge hole/crater

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...

Read full review of Serta and 11 comments
ComplaintsBoard
V
12:48 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Serta Sagging Mattress

I purchased a new boxspring and mattress set at The Brick Mattress Store on June 9, 2008.

The mattress has been sagging in the middle for several weeks. I contacted the store and was told there was nothing that could be done. ("unless the sag is more than 1.5 inches"). Because it is new, I do not feel it should be sagging at all, let alone placing a "sag" measurement on the product.

I paid $900.00 for this bed and feel it should not be "sagging" already. The bed I had previously was half the price and lasted 15 years with no problem.

I would like the mattress replaced with an equivalent model.

Thank you.

Vaughn Maye
[protected]@shaw.ca

Read full review of Serta and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
C
C
cookie
SILVERTON, US
Jan 10, 2009 4:54 pm EST

the venders warranty is always included with the mattress and all venders ask for a 1.5 sag you must always read the warranty when you buy a mattress no matter how much they cost .

ComplaintsBoard
V
12:13 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Serta Bad service

I purchased a Serta Perfect Night Sleep Set three years ago. We had just moved into a new house and wanted to buy the best mattress we could afford, so purchased this set which was $2800.

Approximately 5-6 months later we noticed that there were divets in the mattress in the spots where my husband and I sleep. We called the company where we purchased it from and they told us that we needed to flip it (it is a pillow top!) and it should be fine.

We became frustrated at the one year mark as the divets were now starting to bother my back so we contacted the company we purchased the set from again. It took them 5 months to give us an answer and essentially they told us to give them our original sales receipt. As we were in the middle of a move I could not locate it and they said they could not help us even though we had been complaining from the beginning. They also said they didn't keep track of any records themselves and could not initiate an "investigation" without it.

A few months ago I came across the receipt (and to my surprise there is a 10 year warranty on the mattress) and so contacted Serta directly.

They sent a technician out to look at the mattress. He even noted when he was at the house that it should not look like it is in the shape it is in. At this point, neither my husband nor I are able to sleep in the bed as the indentations are so large that once we roll into them we cannot roll out without sitting up and pushing ourselves out of bed. Both of us have spent the last 2 years at least with back aches, headaches as well as sleep deprivation due to this defective mattress.

He sent a report in and we received a letter in the mail the following week from Serta informing us that they were voiding our warranty (even though the mattress was and is defective!) because there were sweat stains on my husband's side of the bed.

We called the customer "care" line and explained that it is virtually impossible not to have some discolouration on a mattress when you sleep on it (even though we use a mattress pad...sorry, my husband is a man...men sweat!) We tried to explain to the service agent, who by the way did not treat us with "care", that that issue has NOTHING to do with the prominent defects with their product.

We weren't even looking for full compensation, what we wanted was for some recognition that there was a problem with the mattress they made and for them to take some responsibility for this and make some allotments towards us getting a new mattress.

Not only did they refuse to even listen to us, but they flat out refused to even acknowledge the REAL issue...they jsut kept focusing on the "void" warrantly. I'm sorry, but as a consumer, when you purchase something and it then becomes DEFECTIVE during the course of the warranty period, there is an expectation that you were using the product and that it is going to look that way...I mean geez, what are you supposed to do, not SLEEP on a mattress unless you wrap it in $400 worth of saran wrap!

As far as I'm concerned, it's just an excuse for Serta to get out of replacing their defective product.

It's sad because I was so excited about getting a new mattress and now I'm not even able to sleep on it without being in pain. The product was new, it was expensive and at the time we were told that it was the best mattress the store sold, so we purchased it.

My experience with Serta has not only been unsatisfactory, but disappointing. In this day and age when there is so much competition, a company should stand behind their product. Furthermore, if they cannot stand behind their company philosophy of "our customers are our most valuable asset", then I'm not sure why they are in business. They couldn't even produce a mattress that we could sleep on and didn't care about it's quality or their customers.

At this point, I've been telling everyone who is buying a mattress to stay away from Serta as they don't stand behind their products and they forget you are still a customer after you hand over your money.

Read full review of Serta and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
K
K
karenstepek
Darien, US
May 18, 2012 5:35 am EDT

I purchased an expensive Serta mattress 2 1/2 years ago for $1, 600 and we are experiencing back problems, both sides of the mattress are sagging. When laying on it, your head and feet are raised higher than the middle of your body since you are laying in a hole. We bought this mattress at Carsons and they do not carry any more. They sent out a tech to measure with a string (?) from corner to corner of mattress. They did not test the integrity of the mattress for support or should I say NO SUPPORT. As of today we have been denied replacement and will continue to fight this action. Serta is getting away with charging customers a fee of $35 to come out and inspect but in reality they are being deceitful and intend usually not replacing your mattress but pocketing the money every time someone has an issue with their mattress.
We all need to put in a consumer complaint and have this looked at, I have reviewed many complaints/blogs on this and need help to rectify Serta's practices on how they deem that you do or don't get a new mattress.

SKOR
SKOR
Toronto, CA
May 18, 2012 6:20 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Mattress warranties do allow for a certain degree of sagging within the coverage period - you need to go back and read the terms in your warranty. This is because mattresses are being made cheaply nowadays, but also because consumers typically weigh a lot more than they did in the past - so loss of support is inevitable.

There are support bolsters you can buy over the internet - they work like a pillow that you place between the mattress and box-spring in the affected area. Reviews for these are mixed, but some people definitely find them useful.

Good luck.

ComplaintsBoard
M
5:28 am EST

Serta serta tranquil nights popomac falls mattress

The mattress listed above is advertised as extra firm.I purchased this mattress because I need to sleep on my back on a very firm mattress due to two back surguries from previous injuries.I purchased the mattress on [protected] at the Mattress Wharehouse in Mechanicsburg Pa.While sleeping on this mattress I sink down about 4 inches, the bed sinks into a bowl with no back support at all.At 6foot 1 inch and 220 lbs I'm not obease.I have been experiencing lower back pain to a high level due to the failure of the product to live up to its advertised level.I want and need this mattress to be exchanged with one that does NOT sink into a bowl shaped depression.That is what I told the salesman I needed but that is not what I recieved.

Read full review of Serta and 1 comment
Hide full review
1 comment
Add a comment
D
D
DeeB
, US
Feb 03, 2009 9:56 am EST

We decided to purchase this mattress to help alleviate the back problems which I was experiencing. Unfortunately, this mattress has led to continued back problems for me. It helped at the outset, but then as the mattress started sagging, I noticed that my back problems were getting progressively worse. We purchased this mattress after being told by the salesman at Mattress Warehouse in Waldorf, MD, that it was "extra firm".
My husband and I noticed the same "bowling" effect of the mattress after approx. 3 months of use. It was purchased in September, 2008 and by December, 2008, we noticed a difference. Now I wake up in the morning with backache and generally aching all over.

ComplaintsBoard
K
5:00 pm EDT

Serta Mattress sagging after only a couple of months

I purchased a Sleep Doctor mattress and after 3 different mattress sets decided on a Serta Full Set with a Pillow top. I paid additional money and thought I was getting a good product. I am absolutely disappointed with my choice because the mattress started sagging within the first 6 months. I have paid as much for if not less for sets that to this day are not sagging in the middle. The Sleep Doctor store would not return any of my calls and after awhile I gave up. They had replaced their brand of mattress for me three times and like I said I thought by choosing a Serta set I would be happy. NOT AT ALL ! So here I am a couple of years later looking for another mattress, after spending 1100.00 on one a couple of years ago. My next purchase surely won't be a Serta nor will I ever purchase another Serta.

Read full review of Serta and 1 comment
Hide full review
1 comment
Add a comment
B
B
Bon Bon in Texas
Sam Rayburn, US
Dec 22, 2012 7:49 pm EST

I purchased a Serta Pillow Top from Shop NBC They told me I would have to deal with Serta on the warranty Serta is a joke So is Shop NBC They have done nothing to help me
Take my advice buy another brand of mattress and make sure it is from a reputable source that will stand with you if there is a problem

ComplaintsBoard
V
5:05 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Serta Rip off

American Mattress sold me a bed with me assuming the warranty is good. I was never told there would be no warranty on floor models... The manager told me it had to be assumed that this is the reason he was selling this mattress so inexpensively. I was never told there would be no warranty. I called the Serta Rep. Serta rep tells me no warranty can be applied to floor models... I told them both I would have to take my complaint to corporate... this mattress was m.s.r.p. $1599. I bought it for 599 5 months ago...

Read full review of Serta and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
L
L
Larry
Chattanooga, US
Jun 09, 2009 9:42 am EDT

Make sure you contact Serta Mattress company with your complaint, your problem could be with the dealer and not with Serta.I own a Serta Mattress store and have never had a problem getting a Serta Warranty fixed.The problem is that we have to buy you a new bed and then Serta gives us a credit when we send your old one back, some dealers wont do that.Try calling serta or find out who the Serta Rep is for that area.Of all the Mattress company's that we sale we have less problems out of Serta Mattresses but like with any thing you buy it can break, but Serta will stand behind their product.

S
S
scott
olney, US
Apr 10, 2009 12:03 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I bought my Serta mattress from Mattress Warehouse 2 years ago
and it is the worst mattress I hav ever slept on. I mattress sags 1 1/2" on both sides and neither Mattress Wareshouse or Serta will stand behind their product. I have been given the biggest run around from both. I would not not recommend Serta or Mattress at all.

ComplaintsBoard
V
12:19 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Serta Sinkholes and sore backs from Serta mattress

I have 2nd $1300 pillow top serta king mattress within 1 year. Both formed sinkholes on both sides. Wake up with sore backs. What junk. I am going for my money back or exchange for a good old plain firm mattress. Probably will end up putting this out to the curb, and write it off as a loss. Where do we go from here after 2nd replacement... junk junk serta products stink just like the wet sheep on their products .this seems to be the standard complaint from many people who own this junk. Can’t wait to get rid of it real soon

Read full review of Serta and 8 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
8 comments
Add a comment
M
M
MrRounder
, US
Nov 24, 2021 6:41 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Apparently this is what the world can expect from the mattress companies going forward. It took 20 years for my old, non-foam type mattress, to start developing depressions. Foam is obviously a much bigger money maker for the companies so you can't even find one that isn't made up of a significant amount of foam layers. I bought a Serta double-sided, and with the least amount of foam I could find, so I might be able to squeeze a bit more life out of it. But it does have depressions in it after just sleeping on it for maybe 45 days. I moved to the center last night and discovered it was a hump in the middle already. Maybe it is just temporary, but regardless, my old bed had much better resilience and dip-resistance. If it wasn't for my old Spring Air pillow top losing spring support, and an aching back most mornings, I would have kept it another 28 years. I'm still within my exchange period, but I'll have to put more money into it to get a different bed. And with today's inflation, it'll probably get worse the longer I wait. I honestly don't know where to turn, as everyone seems to be making foam garbage and spewing the "new improved" technology crap. The world is literally unbelievable.

L
L
LlanoLonghorn
Llano, US
Feb 19, 2011 5:38 pm EST
Verified customer This comment was posted by a verified customer. Learn more

WARNING: Do not buy from these people. We purchased a King Sealy Posturepedic 60th Anniversary Edition for $1169.00 on Dec 28, 2010. After using this mattress for only a few nights we realized that it too has serious problems with body cavities. After a phone call to their sales dept we were told that this is a normal condition and not to worry. This IS NOT NORMAL, we are in our late 60's and this is the first time in all our lives we have had these problems with a mattress, such as back pains after sleeping on this mattress. After much discussion with the sales person I was told that the only remedy was a less padded model and that the price would be approx $400 less. Since they have a 100 night warranty I thought fine ship it to us, however she said they would not reimburse us the difference in cost. WTF? PLEASE USE OUR BAD EXPERIENCE TO YOUR ADVANTAGE, STAY AWAY FROM THESE PEOPLE. Do not become a “I TOLD YOU SO” victim.
Per Wikipedia:
US Mattress has among the highest complaints in the industry, as it doesn't really permit refunds. As they rely on 3rd party delivery people, the quality & timeliness of the delivery can vary greatly.
Also: http://www.dldewey.com/bed.htm

R
R
Richard Phillips
London, US
Jan 16, 2011 3:12 pm EST

I paid $1900.oo plus total for whole bedroom suit of $5160.00 and the mattress sank the first night a little bit and after one year it just got worse, and kills my back in the morning, and when I get up me and my Wife can barely walk! we thought that we just had to get you'st to it! But thats not the case because we are sinking beeper and hurting worst and also I was not told that hevier people need firmer mattress's and I bought a medium firm mattress, so I need someone to call to discuss what can be done! [protected], my name is Richard Phillips. and I perchased my bed at Kemper Furniture in London, Ky.

H
H
Hockeyfan5
Edwardsville, US
Oct 17, 2010 10:12 am EDT
Verified customer This comment was posted by a verified customer. Learn more

We have had the same sinkhole issue with our Serta since day 1 and it was a $2, 000+ mattress. Uncomfortable but the hole is only 1 inch and not 1.5 yet so we have to live with this. I don't believe sleeping on an uncomfortable mattress from day 1 is good customer service and we have had multiple conversations with the retailer and especially Serta. On the bright side, Serta is very apologetic that the mattress is uncomfortable!

Will never by another Serta.

W
W
wayne
minneapolis, US
Feb 02, 2009 10:43 am EST

What is your Body Mass Index?
a firm mattress is best for those that are heavier, and will prvide better support...a soft mattress will not provide the support.

D
D
Diana Villarreal
Kennewick, US
Jan 14, 2009 1:14 pm EST

I complain 3rd time and they came out now they are going to warranty it Thank God.

D
D
Diana Villarreal
Kennewick, US
Jan 14, 2009 12:57 pm EST

I believe them because I have a Serta and paid 2400.00 and really trust the company because they had been here for as long as I have and I'm 49 yrs so I bought this mattress and for the 3rd time I complained and now they are going to charge me to come out. I told him no I will not pay a service charge when you told me I had 30 yrs warranty then you try to charge me for a service charge I don't think so that is your problem not mine its your mattress that didn't live up to the warranty and box that broke. I don't have children to jump on the bed and too old to jump on the bed so please someone tell me what I can do to fix this. I was going to buy 2 more sets of mattresses for my other two rooms but with there warranty and quality that won't happen. I guess I can make a complaint to the BBB.

J
J
Joan coulon
,
Sep 29, 2008 8:58 am EDT

I have a pillow top twin matress and have been complaining to the store about the sinkhole and she keeps measuring to see if it is 2" deep before they can do anything. It is over 1" with no one in it. I too have backaches from it. I paid about 800. for a twin and hate it. When I lay in it I sink a lot more than the 2" I am sick of calling the store and having her come up with her string and pulling it over the hole and saying its not 2" yet! Help!e

ComplaintsBoard
N
8:54 am EDT

Serta mattress

we purchased a perfect serta mattress in September 07, from day one it had a bulge in the middle, thought it would go away, did not. we called sears co. where we purchased it, they gave us a phone number to call Serta, called the number they said we had the wrong number to call in complaints, did not give us another number to call. since we would be away for a few months we decided to wait until we returned and try again, we are very displeased with the product, our friends probably will not be buying this product, we wanted a service rep to come out a look at it and possibly replace it, no luck. I am a business woman and I have a motto, you might have heard of it. THE CUSTOMER IS ALWAYS RIGHT. YOU MIGHT TRY PRACTISING THAT.

Read full review of Serta
Hide full review
ComplaintsBoard
K
3:52 pm EDT

Serta sears home delivery customer service is incompetent!

DO NOT buy anything from Sears that needs to be home delivered! My husband and I bought a king size mattress and it was supposed to be delivered on August 1st, well...it never came. We called the next day and the person with home delivery customer service said they would reschedule the delivery to Monday August 4th. We never received a phone call the night before about the time it was going to be delivered, so my husband called to ask what was the time frame of delivery. The person he spoke to said that he couldn't find our information in the system. I am extremely confidant that Sears home delivery customer service has not one competent person working there. After talking on the phone for about 30 minutes we found someone who could pull up our order in their system. They told us that we would be getting our mattress on August 4th but they couldn't give us a time frame. So...Monday the 4th comes, and guess what! NO MATTRESS! So by the time my husband comes home, we call again to find out what's going on. They tell us that they had to reschedule the delivery for Wednesday the 6th. So again, I sit around and wait all day at our apartment for the mattress...and NO MATTRESS COMES! By this time, my husband and I are pretty livid. We call again, and they tell us the same crap. "oh sorry, there wasn't a truck en route for your area for delivery, we can reschedule you for Friday the 8th." Friday the 8th! So, already our mattress is a week late. So my husband and I had little hope that we would receive our mattress on Friday (and we didn't ). We went to the Sears in our area and spoke to a manager (who was very helpful). She spent about 45 minutes on the phone talking with a "specialist". Why they are called specialists, I don't know, because not one person can do the job right! The manager of the Sears store tells us that she cleared everything up for us and that we should expect our mattress to be delivered on August 13th. So again we wait...and now it's August 14th and still we have no mattress!I have talked to 5 different people on the phone with Sears home delivery customer service and no one has given me a straight story. They take my phone number and address and then say "please hold, I'm going to transfer you to a specialist." Then I'm on hold, and no one ever picks up. I called back a last time and told the woman not to transfer me, and if she can't help me, then I'm just going to hang up because I've had it. She then said "please stay on the phone with me, I'm going to have a specialist help you." I don't understand why they have to keep transferring me to a specialist. They should just have a specialist answer the phone to begin with instead of wasting my time having someone else trying to help me. I'm taking the time to type this so whomever is reading it will take my advice. DO NOT BUY ANYTHING FROM SEARS THAT NEEDS DELIVERY! I would hate for someone else to go through what my husband and I have gone through. We spent a considerable amount of money on this mattress and have made payments on it, yet we don't have it in our possession. We're going back to Sears this weekend and getting our money back and purchasing a mattress elsewhere.

Read full review of Serta and 2 comments
Update by Kori Zunino
Aug 14, 2008 3:47 pm EDT

DO NOT buy anything from Sears that needs to be home delivered! My husband and I bought a king size mattress and it was supposed to be delivered on August 1st, well...it never came. We called the next day and the person with home delivery customer service said they would reschedule the delivery to Monday August 4th. We never received a phone call the night before about the time it was going to be delivered, so my husband called to ask what was the time frame of delivery. The person he spoke to said that he couldn't find our information in the system. I am extremely confidant that Sears home delivery customer service has not one competent person working there. After talking on the phone for about 30 minutes we found someone who could pull up our order in their system. They told us that we would be getting our mattress on August 4th but they couldn't give us a time frame. So...Monday the 4th comes, and guess what! NO MATTRESS! So by the time my husband comes home, we call again to find out what's going on. They tell us that they had to reschedule the delivery for Wednesday the 6th. So again, I sit around and wait all day at our apartment for the mattress...and NO MATTRESS COMES! By this time, my husband and I are pretty livid. We call again, and they tell us the same crap. "oh sorry, there wasn't a truck en route for your area for delivery, we can reschedule you for Friday the 8th." Friday the 8th! So, already our mattress is a week late. So my husband and I had little hope that we would receive our mattress on Friday (and we didn't ). We went to the Sears in our area and spoke to a manager (who was very helpful). She spent about 45 minutes on the phone talking with a "specialist". Why they are called specialists, I don't know, because not one person can do the job right! The manager of the Sears store tells us that she cleared everything up for us and that we should expect our mattress to be delivered on August 13th. So again we wait...and now it's August 14th and still we have no mattress!I have talked to 5 different people on the phone with Sears home delivery customer service and no one has given me a straight story. They take my phone number and address and then say "please hold, I'm going to transfer you to a specialist." Then I'm on hold, and no one ever picks up. I called back a last time and told the woman not to transfer me, and if she can't help me, then I'm just going to hang up because I've had it. She then said "please stay on the phone with me, I'm going to have a specialist help you." I don't understand why they have to keep transferring me to a specialist. They should just have a specialist answer the phone to begin with instead of wasting my time having someone else trying to help me. I'm taking the time to type this so whomever is reading it will take my advice. DO NOT BUY ANYTHING FROM SEARS THAT NEEDS DELIVERY! I would hate for someone else to go through what my husband and I have gone through. We spent a considerable amount of money on this mattress and have made payments on it, yet we don't have it in our possession. We're going back to Sears this weekend and getting our money back and purchasing a mattress elsewhere.

Hide full review
2 comments
Add a comment
A
A
Arghgh
, US
Jul 30, 2011 3:55 pm EDT

Two weeks ago I was expecting a full mattress set and frame to be delivered. We received a call the night before to expect the delivery between 7 a.m and 10 a.m.

The delivery truck arrives with only the box spring. Customer "service" informed us that we should have received a robo call informing us that the delivery was incomplete. The representative was impatient with me and completely unsympathetic about the situation. When I asked to speak to a supervisor, she told me that she didn't have one. When I asked to speak to another rep. she became angry and told me that I would only get the same response from another person. I told her to put me through to the next rep, she put me on hold and 40 minutes later I was disconnected. By the way, she refused to tell me her name and even refused to tell me the part of the country she was located in (turns out she mentioned they were an hour off from my time zone when she acted exasperated that she had to field this call at such an early hour-----early: tell me about it!

I too, will never buy another Sears delivery item. They were completely uncaring and rude. Shear incompetence! It felt like one of the old Saturday Night Live skits about uncaring bureaucrats from hell.

L
L
Loretta M. Wight
,
Oct 06, 2008 7:51 am EDT

Sears: I have a mattresse with the warranty cod: TR#[protected] [protected]. Reg no.62A9070 C 01483. Made in Canada. I bought this box spring and mattress from Sears Catalogue around 4 or 5 years ago. I have been very disappointed with it. When I bought it, it was on sale for $700.00 which I paid as this was supposed to be a very comfortable mattress. This was my first complaint to Sears for anything as I find Sears have great products which stand up, but this mattress hasn't. I would like to have a reply back. My gmail address is loretta484@gmail.com. What can I do? Thanking you in advance for your utmost immediate attention.. The consumer number on top is 080650 SZ60. Thanks. Loretta M. Wight

ComplaintsBoard
V
9:44 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Serta I feel like a truck run over me in the morning

We have had our serta pillowtop mattress for 5 weeks now and it has hills and valleys, I feel like a truck run over me every morning. My husband usually gets up after 4 hours and sleeps on the floor or another bed. Never again will I buy a serta pillowtop. I should have know when you see signs stuck up around different cities for serta pillowtop for sale. Never again will I purchase a pillowtop. They say to turn, but how do you flip or turn a pillowtop. No matter how you turn it you have the same thing.

Read full review of Serta and 5 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
5 comments
Add a comment
O
O
OctR15
, US
Nov 11, 2009 4:15 pm EST

Within three months of buying our new Serta pillow top my husband and I were sleeping in valleys. Since we cannot just run out and buy a new mattress we are both now waking up with terrible aching backs. It has gotten to the point that I dread going to bed at night.

When our two year old granddaughter is dropped off for the day she is laid down in a hole. If she was a baby I wouldn't have to worry about her rolling off the bed.

We definitely will never purchase a pillow top mattress from Serta again.

T
T
terry
,
May 30, 2008 8:10 pm EDT

my serta pillowtop matress is almost 5 years old. it is a queen size with only 1 person sleeping on it. it is turned frequently, but it is sagging, it has no support and the springs are creating pressure points on my body. I have contacted the store of purchase and they have contacted the company representative. it has been over 7 weeks, I have called the store several times, and I am told the representative will be in the area soon. but I have yet to receive a call. I am very frustrated.

D
D
Dolores Morgan
Homer City, US
Feb 12, 2009 9:41 am EST

I purchased the mattress in June 2017. Within a few months a dip began developing in the mattress. As time progress so does the dip. At this point the mattress is very very uncomfortable and it is impossible to get a good night's sleep.

L
L
LLL
, US
Mar 10, 2009 10:48 pm EDT

The problem with mattress today is you can't turn them over. Mattress sales people have been trained to tell you "that you never have to turn them over" All you can do now is rotate from head to foot, so you get the dip no matter which way you turn it. I had and old sealy mattress that I could flip when it got the dip. Never had problems with my back. I'm sorry I got rid of it! Purchase a the new plush mattress, my husband and I can't sleep next to each other because we get that dip. So one of us sleeps at the top and one at the bottom. Still can't get a good nights rest. These mattress today are made to keep the mattress companies rich ! my old sealy last me for 20 years! Only reason I got rid of it was because I had it so long, and I wanted my mattress high off the floor. That was the biggest mistake! Their getting rich off our acking back. The know we need a bed!

R
R
Robert
Brockville, CA
Feb 18, 2009 10:49 pm EST

Weak poorly designed for cost foundations are a major part of the problem! The foundations need a foundation!

ComplaintsBoard
B
4:57 pm EDT

Serta Defective mattress has large lumps

We bought this mattress on 4/25/07. We spent most of the
summer in our vacation home in Ocean City. Even so, this
past Fall we noticed not small, but large indentations (lumps)
in the mattress. They continued to get worse. My husband,
Bill Anderson ([protected]@comcast.net), sent you an e-mail on 1/16/08 which you acknowledged. You then requested a copy of the proof of purchase which we faxed to you on 1/18/08. We heard nothing. My husband followed up with an
e-mail on 2/4/08 and another 3/28/08.

I am starting over. We need someone to come look at this
mattress asap. Thank you. My phone # is [protected].

Read full review of Serta
Hide full review
ComplaintsBoard
B
12:00 am EST

Serta Poor quality product!

I purchased a mattress and box springs April 2017 from a local Bed Outlet. It was a Marsala Plush set with low profile Box. I noticed that the material that encloses this mattress was starting to break apart in several areas. It was on both sides of the mattress. I call the local manager who came out and inspected and concurred that their was material giving way. She notified her sales representative for Serta here in Arizona and was told that the material is not covered under the warranty for Serta, even though you go on line and see the guarantee of a full 10 years against fault materials or faulty workmanship. I haven't even had this mattress for 5 years and they will not honor their guarantee. My recommendation to folks looking for a mattress is to avoid this well known company as their product is marginal at best.

Read full review of Serta and 4 comments
Hide full review
4 comments
Add a comment
G
G
GeoJ82
, US
Oct 23, 2009 10:20 am EDT

We bought a Serta Panorama bed for 1500$ 3 years ago for a wedding present to ourselves. This has been a nightmare of a mattress. I am pregnant and miserable, my poor husband wakes with back and neck problems every morning because he gets the deeper of the two holes in the mattress.

The warranty process has lasted months now. After paying 45$ to have someone inspect the mattress and finding it faulty... they now want to add 80$ to have them pick it up and redeliver it after they do a "quick fix" in the factory.

When asking them what I am supposed to sleep on while they are repairing it they say sorry about the inconvenience but there is nothing we can do about that.

Word to the wise, don't buy Serta! and if you do, I hope you never have to initiate a warranty because their customer service is horrible!

M
M
Majesty Firm
The Colony, US
Nov 27, 2009 12:25 pm EST

Dear Sirs,
We purchased a Majesty Firm mattress from Mattress Giant(who no longer sells Serta mattresses) Frisco Texas. on 10/08/08. We noticed immediately that the mattress sinks when the body weight is applied & we paid for a technician to investigate but he just blew us off & left.
Mattress Giant no longer sells or has anything to do w/ Serta., so I am left w/ a $876 piece of junk.

Please advise how I can get assistance with this matter.

Respectfully;

Walter Steele

K
K
Keith Brewton
,
Oct 12, 2008 8:34 pm EDT

I agree I will never buy another Serta product again! I purchased a mattress not even 5 years ago also and it sways in the center, and the fabric is splitting. I am unable to get any type of help from the sales dept where I bought the product. If you read the warranty it actually voids its self due to normal use of the product!

H
H
hollie sims
,
Dec 01, 2007 9:51 am EST

We would NEVER! buy another Serta product. Our mattress is a torture chamber which we paid 1600.00 for and so far we have not recovered one cent. The retailer has tried to make it right to no avail. So far we have had FOUR (4) mattresses which all have a problem.

ComplaintsBoard
V
12:00 am EST

Serta Serta Mattress Co. does not care about their customers!

I purchased a Serta Perfect sleeper the mattress after two months it is sagging on both sides. I wake up every morning with all my muscles screaming in pain from trying not to roll out of bed every night. My husband fell off the edge of the bed the other night. I have called American Mattress in Avon In and their toll free number to no avail. I have called Serta all I get is a recording. I have emailed Serta no response. One thing I want everyone to know is that Serta Mattress Co. does not care about their customer’s have a good night sleep no wonder the gave away little Serta sheep so you have something to count when you can’t sleep.

Read full review of Serta and 6 comments
Hide full review
6 comments
Add a comment
S
S
stefchris1
Poughkeepsie, US
Dec 30, 2014 6:44 am EST

I bought one and the same thing happen. I call someone from the company they sent someone out to look at it. I had to pay 45.00 for them to tell it had to sink two inches for us to get a new one

I
I
idislikeregistrations
Lancaster, US
Jan 02, 2013 9:35 am EST

Bought a Serta perfect sleeper, will never buy another Serta mattress. Their warranty is absolute crap, and the mattress is sagging in the middle after 3 months. Worthless company, buy from someone else.

S
S
Serta Sucks
Lewistown, US
Apr 10, 2010 10:37 pm EDT

Serta will stand behind it's product warranty if you never sleep on it! I have had two perfect sleepers but not perfect sleep, the mattress collapses so much in the middle I feel like I'm in a TACO! Don't waste your time or money on a purchase or complaint about this mattress.
Free mattress FOR SALE - Carol (Pennsylvania)

D
D
Donna in IL
,
Jan 18, 2008 4:07 pm EST

I also bought a Serta from American Mattress. I was ready to cancel the order before it came and my husband said no. My back has been hurting ever since, it is harder than the floor model, but I can't prove it. Also they have a 30 comfort garentee, but, all you can do is get a higher priced one and pay for delivery. Right now they have a "sale" it is the same price as it always is. Bad company, bad service, pushy salesman.

E
E
Ed Legenza
,
Oct 29, 2007 10:52 am EDT

I have a mid range SERTA "Dandilion" full set. Am on my second mattress in less than two months. First had a "strong" noise at end of bed. Second one has many metallic creaking and clicking noises. Have emailed SERTA with no response. The bed in the showroom is perfect with regard to noise. Am wondering if they have one model on display and sell another one, same name, made in a foreign country. Not the same as the one I demoed.

Ed in Sacramento.

H
H
HateHPTheySuck
, US
Sep 07, 2007 7:36 pm EDT

We are having tremendous problems with our recent Serta mattress purchase. The springs make a terrible grinding noise when getting on and off the mattress on all sides, but primarily on one side which leads me to believe the product is defective.

My wife and I roll into each other toward the center, and the edges of the mattress are so soft and unsupported that we nearly roll out of bed. I am afraid of waking up on the floor sooner or later.

We are planning on exchanging it for another of the same model as we don't want to spend any more. If the next one does the same, we will chalk it up to it just being a substandard model.

The retail price for the mattress is $279/Queen. Not a bad price (the next model down was $179). But still, coil noises squeaking with regular use is the sign it being time to replace your mattress, not a sign of a new mattresses general attributes.

We are frustrated.

ComplaintsBoard
J
12:00 am EST

Serta No warrany replacement!

I purchased a new Serta Queen size Pillow top mattress and had it for three days. I called the company, where I purchased it, complaining of a ridge developing between the left and the right side (in the middle). They replied by saying that a factory rep. was coming into town the following week and they would have him stop by and have a look. He did indeed stop by with the owner of the store where I purchased it. The rep. said to me," well, let me test it." His version of a test was to lie down on the mattress. He did agree, that a slight ridge was there. My reply was, "slight ridge!, you have to roll up hill to get to the other side". This mattress had a full warranty on it. I asked for the mattress to be replaced under manufactures default and I would pay any difference. The reps. reply was ' No!". Serta might say they have a warranty and print that warranty but they do not stand behind it.

James

Elkins, West Virginia 26241

Read full review of Serta and 1 comment
Hide full review
1 comment
Add a comment
M
M
moose
,
Mar 31, 2008 11:27 am EDT

same problem; foam mattress, 2-1/2 yrs old. problem started almost immediately. serta has an answer for everything--even to the point of rewriting the laws of physics. shoddy product, shoddy company. STAY AWAY. do not give these people your money. i have filed with consumer protection office.

ComplaintsBoard
P
12:00 am EDT
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Serta - Poor service!

I purchased a Serta Pillow Top Mattress about 2 years ago and it is sagging and it has been turned on a regular bases. What can I do. This was a 2,200 dollar mattress. Plz advise smb!

Read full review of Serta and 44 comments
Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Serta contacts

Phone numbers

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

Website

www.serta.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Serta?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Serta Customer Service. Initial Serta complaints should be directed to their team directly. You can find contact details for Serta above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Serta. Discuss the issues you have had with Serta and work with their customer service team to find a resolution.