I am exceedingly disappointed in this mattress purchase and the reply from the retailer and Serta. We purchased a full king set (box spring, mattress, etc) at the Brick March 2013. We started to notice body impressions within a month or two. we now have two body impressions with a mound in the middle. We contacted the Brick, completed the paperwork and they sent a technician to measure the impressions. He did not show us the results. he said the Brick would call. After two weeks I sent a request for news on the report. I was later contacted by phone by someone in the bedding department. Apparently the indentations were just slight under the 1 and 5/8 required by Serta to consider the issue a problem. Come on, mattress is only 9 months old, there shouldn't be problem. Brick does not stand by the product even though they were the retailer to sell it to us with all the positives concerning its construction etc. They say, take it up with Serta. The Brick will send someone to re-measure our mattress and you better believe my husband will lie on it and then watch the measurement being taken. Karen Symons, Aurora Ontario
Karen SAurora, ON
terribly disappointed in trump serta product
Pros:
- Initial Comfort
Cons:
- Overall Durability
- Long-Term Comfort
- Surface Integrity
Ratings from this Sleeper
Back Support
PoorBack Support
Often have back aches or stiffness related to this mattress
Pressure Relief
PoorPressure Relief
Frequent pressure point soreness or loss of circulation
Sleep Quality
Not Rated
Stays "Cool"
Fair"Coolness"
Sometimes sleep hot due to this mattress
Value
Not Rated
Warranty Service
Not Rated
Softness Level
Too HardPerfectToo Soft
Comments (6)
Official Response
Karen - we appreciate you sharing your experience, as customer satisfaction is our top priority. We've passed your information on to our customer service department and a representative should be in touch with you shortly.
Technician came to re-measure, still below the 1 5/8". they will come again in 90 days when he feels sure it will be at the necessary level. he said the problem is quite prevalent with pillow top mattresses. That baffled me as when we purchased from the Brick it was after lengthy questions (on our part) concerning its ability to maintain firmness, shape, staying cool for sleep and preventing pressure points resulting in joint pain. The Brick went through all the available print materials extolling the virtues of this mattress and its warranty and other sales points. We really thought we did our due diligence and were purchasing a high quality mattress set that would last us years. I don't understand why we need to keep waiting for a replacement mattress since it is clear to the technicians and ourselves that it won't last its warranty period. Unless there is a gain for Serta or the Brick? We simply want a firm but comfortable mattress that will provide the quality sleep we are seeking. If pillow top is not the way to go, I wish someone would have told us that instead of reassuring us to make this purchase. My husband can't stand the mattress much longer and is talking about having to sleep in another room, on a different bed. By the way, the indentation is deeper on my side than his (I'm 150 and he's 200 lbs). I overheat on my side and with the lump in the middle of the bed, kind of feel like I am sleeping in a ditch. I have received notice that Serta will be having a customer service representative contact me soon. If everything works out I will be sure to post the good news. Karen Symons Aurora Ontario
Well its February 3 and we still have not heard from Serta Care.
February 10 and still no contact from Serta Care
February 17 and still no contact from Serta Care.
Serta ended up allowing us to get a replacement mattress and box spring. Out of good will they said, no responsibility. we chose a European pillow top (doesn't move around as much inside the topper). its is firmer. we have had it several months. there is still some slight indentation (though we have put extra box spring supports, more than they demand) and a little mound in the middle. not as hot as the previous mattress. We are generally satisfied with the end result but certainly not the process to resolve it.