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!
Michael BSan Antonio, TX
Customer Service Let-down
Pros:
User also said: Looks nice and slept well for about 6 months.- Appearance
- Initial Support
Cons:
User also said: After 6 months, mattress began sagging on both sides-became almost painful to sleep on. Customer Service FAILED!!- Long-Term Support
- Warranty Claims
Ratings from this Sleeper
Back Support
Very PoorBack Support
Always have back aches or stiffness related to this mattress
Pressure Relief
Not Rated
Sleep Quality
Not Rated
Stays "Cool"
Not Rated
Value
Very poorValue
Not at all worth the money -- a rip off
Warranty Service
Not Rated
Comments (12)
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
My King size Serta (iComfort series) started to sink on both sides right away. My body aches at night. Can't get through the night without waking up in pain. After reading all the struggles with complaints and getting no where I guess I won't bother. What a huge disappointment. Waited a long time to afford what I thought was our answer to a good mattress. Will never recommend Serta or buy another one. A mattress is a big purchase now. There should be a hands down 100 % warranty for 6 months to a year if they believe in there mattress so much. Guess they don't !
Well, I have had exactly the same issues discussed by others--great, very comfortable and expensive! Then it caved in. The middle measures a 2.5 inch dent--permanent. Warranty says full replacement; unlimited timeframe. So nearly 4 months ago I began that process--which for the record started because I was waking up with a backache and couldn't figure out what was wrong; my Dr asked how old my mattress was.....which is what started this.....extremely painful. Customer service from this company is awful. The 'requirements' to generate the claim ( letters, pictures, original purchase receipt and 'do not remove' tags; plus multiple fill in form letters--and a pre- loaded inspection fee). That's right. To go any further you have to right a check for the inspection. Which took over two months to happen. And then, you don't know the outcome--I got the impression the inspector was looking for a reason to deny the claim or void the warranty. I didn't give him one. Serta will replace their defective product. However not until I write them another check--$150, less the $35 inspection fee. All this and still no replacement; it has to be manufactured I'm told........apparently they don't have any in a store or warehouse. Bottom line: stay away from Serta. While their product is initially very comfortable; there is too high an occurrence of defective product; and their willingness to provide good customer service from the standpoint of being 'sorry' you had the problem and getting it rectified quickly and easily is absolutely terrible.
I bought the Serta iseries Honoree less than a month and it is already sinking on one side. I'm no sure how to handle it. I believe that there is a period of adjustment when the mattress is first bought where the customer can return or exchange it for a different one. Does anyone know anything about this policy?
Hello -- Yes, all Serta iSeries models have a 120-day in-home trial period, which it sounds like you would still be covered by. You should check with your retailer about that.
OMG! I Just had the same problem an am hoping they replace it. They sent a man out to measure the impression but I feel it was unfair because he used HEAVY 2 BY 4 so now I want him to remeasure it an we can string line it an be accurate, My husband now has a popping hip an is going in for a hip replacement, This mattress didn't cause the problem but made it worse I feel, Please wish me luck with dealing with them, I haven't even paid off this yet.
I bought a serta cal king haverton it was good for 2 or 3 months then it sagged on both sides and had a deep valley and a hump in the middle long story short called the place I bought it from last chance mattress outlet in Hawaiian gardens Ben the owner let me pick out a different model and took the old one and brought the new one east port firm today so he backed up the product no problem.