Serta review: Serta Mattress discomfort - too soft

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

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