I bought this mattress is AZ at a military AAFES store. It was a great mattress and slept well for about 6 months. After than the mattress began sagging on both sides. You could feel lumps in the middle 1/3 areas. I called Serta and they requested pictures and the tag information rather quickly. After submitting the information, they sent a specialist out to my home. He took measurements and laughed saying he had never seen a mattress go THAT bad before. 3 1/2" depressions, and the mattress cover itself seemed "detacted" from the internal parts. After he left, I waited a few weeks and nothing. I called Serta customer service as well as AAFES and both seemed to be clueless that I even exsisted. I provided my case number and finally was told my case was closed as non-warrantied. I was told it was because I failed to provide enough "proof of defect". I was beside myself! I asked for a supervisor and was told then that I failed to provide pictures of my mattress and they wouldn't send a specialist out until I did. I explained they had alreay BEEN out and measured. They said there qas no record of this. I had to start ALL OVER! I went through the whole process again. Meanwhile I sold my bed and was waiting for the new bed to arrive (special order) when the specialist arrived at my house. The mattress set was on the ground while awaiting the bed. The specialist immediately told me he was voiding my warranty for this. Serta required the set to be "property supported by a railing system". I showed him the pictures of the mattress set on the bed and explained that I had JUST sold it less than a week ago. He said it didn't matter - what matterd is what HE saw. So now I am shopping for a new mattress to replace it without benefit of a warranty exchange because my mattress at off a railing for 17 days - even though I had pics of it ON the bed, and the claim was made whil eit was on the rails and the first specialist failed to file correctly. Thanks Serta!
Comments (6)
That's the worst customer service I've heard of in a long time. I'll never, ever buy a SERTA-- based on your experience alone. You really were done wrong. Shame on SERTA.
Wow - thanks for the input. I am looking for a mattress and I will stay away from Serta.
I have a similar problem w/ serta.. They finally sent an inspector after I had written a bad review on yelp because they denied my claim outright w/o inspection in the first place. Anyway, the inspector agreed that the bed is sinking after he completed the inspection and he did note that on his report because the claims agent confirmed it after I called 4 days later. However, the representative said that it was not enough to approve the claim... WTH!!! So what's enough, to have a sink hole? No wait, they'll probably deny that too because of the hole... It's obvious that they are not there to provide good customer service. Bad service, bad product. Terrible company. Time for a lawsuit then, now they have to pay for medical bills for back and shoulder pain. I tried to work w/ them......
Wow, I spent $2,144.27 on i Series SERTA king size mattress, called store next day after delivery, left side of mattress had sunken in, marbles placed on edge of bed rolled into what looked like a gulley. Smart-aleck customer service rep at SERTA corporate office told me to wait my turn for a complaint after 3 days. If it were not for his snide remarks I was thinking about a replacement-----------forget it, they will now come pick-up this piece of junk this week...................done with SERTA !
I have had 2 Serta Perfect Sleeper Cal. King mattresses in 13 years! My second one is currently sinking and you can see it! I will NEVER purchase from Serta again.
The customer service sucks. They are all just plain arrogant and ignorant. They don't provide any customer service. I was flatly denied based on pics that I took. Once they refuse you they wont back down. Worst piece of crap I ever bought. Never never never buy from a mattress gallery. Buy from a local furniture store such as sears etc. In this case you don't get what you pay for