- Report: #28493
Complaint Review: Serta Mattress - Multiple cities Nationwide
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Serta Mattress
http://www.serta.com Multiple cities, Nationwide, U.S.A.
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Serta Mattress "COMFORT NOT A FACTOR" in Serta Perfect Sleeper Multiple cities Multiple States
We purchased a Serta Perfect Sleeper that was guaranteed for 10 years not to break down or sag. We bought the box springs with it because the store said there would be no warranty if we didn't. Welll...within a few months we began to feel it was already breaking down. Several cross country moves for my husband's job, a prolonged illness and death in the family, and a few other of life's twists kind of pushed the mattress issue to the back burner.
Then one day, still well within the warranty period, I decided to do something about that mattress. I was passed around by Serta's various offices and factories and given the usual crapola of a company trying to get out of a warranty.
A Serta representative then made a statement that I think should be used in Serta's ads from now on; "COMFORT IS NOT A FACTOR." My husband and I had a good laugh about that.
Anyway, we made an appt. The rep showed up and then informed me that there was "nothing wrong" with our mattress despite the noticable sag. He said it was not within the inch and a half required, but how do you measure a pillow top mattresses sag? He also did not measure it, and I was torn between breaking into hysterical laughter and just booting him out at that point. He then proceded to tell me that it was the box springs--that we'd been required to buy to get the 10 year warranty--that caused the sides to sag. He also pointed out that the mattress was no longer new...duh.
No longer willing to have this bozo in our bedroom I said we'd never buy another Serta, and politely but firmly showed him the door which he hurried out of without even a courteous good bye. By the time he gets back to his office he can read about this on the internet.
Too bad about the cute sheep in their new ads, I kind of liked them. Lesson learned...(besides don't buy a Serta again) if there is something not right with a product, take it back immediately. This is truly one of those things that isn't worth my time to fight now, but it's worth my time to vent about it on consumer message boards.
Sleepless & Sheepless
Oklahoma City, Oklahoma
Then one day, still well within the warranty period, I decided to do something about that mattress. I was passed around by Serta's various offices and factories and given the usual crapola of a company trying to get out of a warranty.
A Serta representative then made a statement that I think should be used in Serta's ads from now on; "COMFORT IS NOT A FACTOR." My husband and I had a good laugh about that.
Anyway, we made an appt. The rep showed up and then informed me that there was "nothing wrong" with our mattress despite the noticable sag. He said it was not within the inch and a half required, but how do you measure a pillow top mattresses sag? He also did not measure it, and I was torn between breaking into hysterical laughter and just booting him out at that point. He then proceded to tell me that it was the box springs--that we'd been required to buy to get the 10 year warranty--that caused the sides to sag. He also pointed out that the mattress was no longer new...duh.
No longer willing to have this bozo in our bedroom I said we'd never buy another Serta, and politely but firmly showed him the door which he hurried out of without even a courteous good bye. By the time he gets back to his office he can read about this on the internet.
Too bad about the cute sheep in their new ads, I kind of liked them. Lesson learned...(besides don't buy a Serta again) if there is something not right with a product, take it back immediately. This is truly one of those things that isn't worth my time to fight now, but it's worth my time to vent about it on consumer message boards.
Sleepless & Sheepless
Oklahoma City, Oklahoma
4 Updates & Rebuttals
Corie
Hobart,Indiana,
Warranty on Serta Mattress
#2Consumer Suggestion
Mon, August 19, 2013
Hey, contact your attorney general's office with your complaint about your mattress, Serta not honoring the warranty. It will work! Good luck and let us know what happens.
Mike
California,Maryland,
U.S.A.
your one in a million
#3UPDATE EX-employee responds
Sat, August 14, 2004
Your one in a million i can see. As a previous Serta Dealer,I have found that Serta usually replaces there warranty claims easier than any other Mattress companies. Im sure you left out many important details in your story. Moving a bed from place too place can surely cause damage. Thats not Sertas problem. Did you forget about the center support bar on your bedframe? If so your bed would get ruined. Its sad that you type such a horrible expierence, when in reality most people dont go thru that with Serta. One in a million!
UPDATE: No response from Serta
#40
Mon, September 23, 2002
I wrote to Serta and described their representative's visit, and how he blamed the very same box springs that we'd been required to buy to get the warranty, for the mattress breaking down, etc. They have not responded in any way, not by email, regular mail, phone...nothing. We were shopping around for a new mattress and found that if anything, the scams are bigger than when we bought the Serta. Another brand was using the old "bait and switch" by having a salesman tell us that the King sized mattress in the ad was a "beginner's mattress," and only for people up to 60 lb. Of course they all required you to buy the box springs...
Ginny
Phoenix,Arizona,
No one honors their warranties anymore!
#5Consumer Suggestion
Sat, August 31, 2002
Warranties are almost useless anymore. Extended warranties you have to pay for are worse than useless. To require you buy box springs with a mattress in order for it to be warranteed is common, and then they come back and claim the box springs are the reason the mattress failed...it's a catch 22. Warranties are out of hand, on all products. Only a few ever honor it, and most people don't even bother because it's too much work. I think people should speak up and be very aggressive about consumer complaints. If it weren't for the internet we'd have no place to research products or companies because the worthless government agencies that are using our tax dollars--in consumer protection agencies, etc--are not doing their job. Corporations want to shut down sites like this because they know people are talking about problems with their companies here.
