People who are happy with their Serta mattress frequently praise Overall Comfort, Overall Support, Surface Integrity, Motion Isolation and Edge Support.
People who are unhappy with their Serta mattress sometimes praise Edge Support, Motion Isolation, Initial Comfort, Appearance and Overall Comfort.
People who are unhappy with their Serta mattress frequently complain about Surface Integrity, Overall Support, Overall Comfort, Overall Value and Overall Durability.
People who are happy with their Serta mattress sometimes complain about Durability, Comfort, Value, Support and Smell.
Most helpful positive review
Having a love affair with my mattress
My husband and I have fallen in love again, with our mattress!!! My husband sleeps very hot, with the Icomfort he is no longer waking up sweating. The mattress cradles your body in all the right ways. It is worth every penny!!! We recommend this mattr... Read more »
—angela m from Devils Lake, ND
Most helpful negative review
Customer Service Let-down
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 pict... Read more »
—Michael B from San Antonio, TX
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|Summary||% Praising||% Complaining|
Do you have something to say about your Serta mattress? Write a Review!
|Recommendations||5317 of 8,378 ratings would recommend their Serta mattress to a friend|
We do sell mattresses without memory foam, but we do also want to make sure that you have sheets and a mattress protector made of breathable materials where you can get the full benefits of the Cool Action material.
Eileen - sorry to hear about this issue you experienced. We can assure you that all Serta mattresses are 100% safe for our customers, our employees and the environment. There are no harmful chemicals used in Serta mattresses. We would be happy to put you in touch with our head of engineering for a more detailed discussion about how our products are made as well as your specific situation so we can put your mind at ease. We do hope your retailer was able to assist you in getting a replacement mattress that works for you. If you'd like to discuss this further, please email us with your contact information (https://www.serta.com/contact/).
We can assure you that Serta stands behind the warranty 100% and if there is a manufacturing defect, the mattress will be replaced. For reference, please see our warranty brochure: https://www.serta.com/sites/1/tagrem/serta/uploads/files/2015-Warranty-SWC-007.pdf
We're very sorry to hear about your issue. Please contact us (https://www.serta.com/contact/) for assistance.
For warranty inquiries and general information via Serta, you can call 1-888-557-3782.
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.
Normal body impressions should be expected after you've been sleeping on a mattress for some time. Adding a mattress topper can provide an extra layer of comfort. Our warranty brochure details what is and what is not normal body impressions or sagging depending on what type of mattress you have.
We're very sorry to hear about your experience. We'd like to learn more to get an understanding of what happened. For further assistance, please email us (https://www.serta.com/contact/).
We're so sorry to hear about your experience. Please contact us for assistance (https://www.serta.com/contact/).
- Serta Mattress Company
The box spring is nine inches tall and mattress 13 inches tall. From steel frame support on floor to top of mattress totals 28 inches. I should add that there is probably nothing wrong with a pillow top if it were cotton or poly cotton fill, but this one contains polyurethane foam which from its characteristic in this bed, acts like Memory Foam. This stuff does act like a heat sink and holds the heat.
Original Review (8/22/11):
We're sorry to hear about your experience. Please contact us for assistance or with any questions that you may have (https://www.serta.com/contact/).
We're very sorry to hear about your experience with the Prodigy, especially since we have so many customers who love it. Memory Foam mattresses in general aren't a fit for everyone as many people prefer the tradition innerspring beds like our Perfect Sleepers. We do hope that you are happy with your exchange.
Hello. We are very sorry to hear about your experience, and we hope to share some information with you that you will find helpful. All Serta mattresses are made with advanced support systems, each designed to provide your back and body with proper support. We make a range of mattresses, from very firm to luxuriously soft. If you choose a mattress that is not the right match for your body's needs (in this case, it sounds like your mattress is just too soft for you), you may find it difficult to get comfortable while you sleep. This does not mean that the support system in the mattress is not working; it is more likely that you need a different level of comfort to work with your body. For you, we'd recommend a plush or firm mattress versus the pillow top, since the softness from a pillow top which has additional comfort layers may not work for you. We do understand your frustration and if you'd like further assistance, please email us (https://www.serta.com/contact/).
Hi Robin - thanks for sharing this. From what you've indicated here, you are happy with the comfort level of the mattress, which is great. Hopefully, we can help point you in the right direction to help resolve this issue you describe. If you are sleeping on a queen or king size mattress, we suggest taking a look at the bed frame to make sure it is providing proper center support, as this can impact the mattress. We assume that you purchased the matching box spring/foundation, but if you did not we suggest doing so to insure proper support as well. You can contact your store of purchase for further assistance, or give us a call at 1-888-557-3782. Thanks for choosing Serta and please keep us posted.
We are very sorry to hear about your experience. Serta has a very stringent quality control program, and your purchase is backed by our warranty. It may be possible that you need a firmer mattress, where you feel less contouring at the surface, too. We suggest that you first contact your retailer to discuss your options. If you need assistance from Serta, we are happy to help and you can reach us via email (https://www.serta.com/contact/).
When getting a foam mattress i would suggest to start with a firmer one than what you think you will need. The adjustable base is great and a good investment.
Original Review (8/16/12):
We are very sorry to hear this, especially since we've heard from many that own this particular model that they are happy with it. It may be that you need a different level of comfort to work with your body, and perhaps something firmer. We will be happy to help you and you can reach us via email (https://www.serta.com/contact/).
We thank you for your comments and assure you that we take product quality very seriously. We are sorry to hear about scoliosis, however sleeping positions do not cause this medical condition. There are general mattress recommendations for scoliosis as sleeping positions can cause discomfort. Regarding the sagging, anything under the 1.5 inch threshold for your mattress would be considered normal wearing.
Ann- We are sorry to hear that your are unhappy with your mattress and customer satisfaction is very important to us. We can assure you that we do follow the guidelines laid out in our warranty. It is normal for there to be slight impressions as it is considered normal wear and anything pass that threshold would be considered for replacement.
Hi Ronda - we're sorry to hear you're not enjoying your iComfort mattress. We suggest contacting your retailer for warranty service to find out what may be causing the issues you mentioned. If the store has closed or you have moved, please call our dedicated customer service team at 1-888-557-3782.
We regret to hear about your experience with your mattress, as we take product quality and customer satisfaction very seriously. We recommend contacting your retailer to discuss what your available options are moving forward. If the store has closed or you have moved, you can contact our customer service department at 1-888-557-3782 for assistance.
We're happy to hear that the feel of the bed is good for you. We do suggest to use bedding that is made of breathable material to get the full benefits of the Cool Action Gel.
Pamela - we are truly sorry to hear about your experience and we hope that we are able to show you that Serta takes product quality and customer satisfaction very seriously. We do stand behind our warranty. From reading your post, it sounds like you were working directly with your retailer, so we'd appreciate the opportunity to work with you one on one. Please email us with your contact information (https://www.serta.com/contact/).
We are sorry to hear that you are unhappy with your mattress, especially since we have so many customers who enjoy it. We can assure you that we take customer satisfaction very seriously. You may find that an innerspring mattress would better fit your comfort needs. It is normal to have small impressions within the mattress to a certain point. This would be considered normal wear and would need to sag pass the threshold laid out in the warranty to be considered for replacement.
Andrew- We hate to hear that your are having issues with the Trevi. Please connect with the retailer where you've purchased to have an agent inspect your mattress to see if it can be considered for replacement. If further assistance is needed, please connect with us at SertaCare@gmail.com.
We're sorry to hear about your experience. Have you been in contact with your retailer? If this is a situation where the mattress is defective, you can follow up on your warranty and exchange. We suggest contacting your retailer to have an inspector see the bed.
- Serta Mattress
We hate to hear that you are unhappy with the Insight, especially since we have so many people who love it. We do offer the 120 trial to help customers get a feel for the bed and whther or not that specific model will be a good fit for them.
10/17/12 update: I'm so sorry it's taken me this long to post an update. Yes, my mattress was found to be defective & the one split king box spring on my husband's side was also defective (purchased at the same time as the mattress). Boscov's was great to deal with... my husband and I are getting a replacement tomorrow (10/18/12)! We'll finally be sleeping in the same bed again. Although the mattress was found to be defective, I do think the Prodigy is way to soft for my body. I laid on it in the store again and it felt very similar to my defective mattress. Since I was fearful that I would have still have back/ hip/ knee problems, Boscov's let us pick any mattress we wanted (had to pay the price difference of course). We chose to get two twin XL instead of a king mattress in case we ran into similar problems in the future. It would be much easier to change out one twin XL instead of a whole king mattress again. This also gave us the flexibility to purchase different firmnesses. My husband chose the Serta iComfort Prodigy again because he really liked the plush feel of the Prodigy. I opted for a much firmer (more supportive) mattress, the Simmons Comfor-Pedic St. Simons. In the store, my hips/ butt sank into it about a 1/4 of the depth as the Prodigy. The St. Simons feels much more supportive than the Prodigy and I think that's what my body needs to alleviate my lower back/ hip pain. I did try the less plush iComfort mattresses (and really do love the way they feel) but I felt I still sank too far into them. I'm only 5'1" and 120 lbs so a bigger percentage of my body was "in the mattress" than someone larger. For instance, the top of the mattress landed higher up my husband's leg and lower on my leg (closer to my knee) when both of us were sleeping on our sides (which is probably why I was feeling knee pain and he wasn't)... but I'm probably over thinking it, lol. The St. Simons is considered a "luxury firm" so it isn't a plushy soft like the Prodigy, it is a different kind of soft. More like a "firm soft" (spongy kind of like latex feels). I figure it's much easier to soften a firm mattress than to firm up a soft mattress. There will be a 2" height difference between the mattresses but I really don't care as long as I get a good night's sleep. Also, if I have to add a topper in the future to make it a little softer, then that will make up for the 2" difference. I'll post an update/ review after sleeping on the St. Simons for a couple of weeks. Thank you Serta for your response, it's great to know that the manufacturer does care. I think you may have a glitch in your review system though? On 9/24/12 I received an e-mail stating, "Your review has been moderated and is live on our site." My review was posted for about a day and then removed. On 10/3/12 I received an e-mail stating, "Before publishing, we need to verify you submitted the following review." I clicked the link in the e-mail and received a "success" response on 10/3/13. I also did it again today 10/17/12 because I checked your website and I still don't see my review (FWIW).
Original Review (9/18/12):
We are truly sorry to hear about your experience, and we would appreciate it you would let us know the results of your inspection.
As for our online ratings & review platform, we welcome all reviews that adhere to our guidelines. From the time a review is approved to when it appears online can take several days, and we will gladly check on your review to see where it is in this process. Please visit us online to see that we do publish a variety of reviews.
The iComfort Prodigy is one of the softest models we make. We have heard from many that they are very happy with this mattress, but for others it may be too soft for their body's individual needs. Comfort is an extremely personal thing, and what works for one when it comes to a mattress may not work for another. Your warranty covers manufacturing defects, but this is different from comfort preference. The inspection your retailer did will help determine the root cause of your problem and the appropriate solution.
For the other individuals who have posted here, you should contact our customer service department to determine what may be causing your issue. You can get this process started by emailing us (https://www.serta.com/contact/).
Hi Mickie - Please contact us (https://www.serta.com/contact/) for assistance.
Hello and thanks for sharing your review. We're happy to hear that you are sleeping well on the iComfort Genius.
Hello - we at Serta are sorry to hear about the problem you experienced, but we are glad to hear that you are able to switch to a firmer model. We'd welcome the chance to speak directly with you to see if, perhaps, the specific model was too soft for you and to understand your shopping experience versus your in-home experience with the Prodigy. If you'd like to discuss this further with our customer service staff, please email us (https://www.serta.com/contact/) and we'll be happy to help.
Hi, Pat. Did the replacement mattress work out for you? If you need further assistance, please email us at socialmedia [at] serta [dot] com and we'll be happy to help.
We are very sorry to hear about your experience. It's natural for there to be impressions in a mattress after time, but if you think it's defective, please contact us for assistance (https://www.serta.com/contact/).
We're so sorry to hear about your experience. I'm not sure which model you've selected, but it sounds like you may need a model that's a bit firmer than what you currently have. If you're getting that constant sinking feeling, it may be that the bed is too soft for your needs. If an inspector hasn't already contacted you, please reach out to us for assistance (https://www.serta.com/contact/).
-Serta Mattress Company
Thanks for choosing Serta. We don't know exactly which model you have to understand what type of edge support may be used. We suggest reaching out to your store of purchase for assistance in resolving this issue.
We're very sorry to hear about any issues that you've had. Unfortunately, I do not know the background of your situations, but we typically have customers make initial contact with the retailer for exchanges and returns because each retailer policy differs from the next. However, if you've received a mattress with ANY type of stain, it's unacceptable and should be taken care of. Please contact us for assistance (https://www.serta.com/contact/).
Congratulations on the new mattress! We are happy to hear it's working out for you, and we hope you enjoy it for years to come.
Hi Caroline - thanks for sharing this with us. We are sorry to hear that the mattress model you selected wasn't the right comfort match for you. We aren't sure which model you have in order to recommend a different type of comfort that may work better for you. We suggest contacting your store of purchase to speak with a manager to help you with a comfort exchange if you are still within your trial period. You can also reach us for assistance at 1-888-557-3782.
Hi William - thanks for your review. Our pillow top mattresses are built with an additional upholstery layer at the surface for enhanced cushioning. These are typically our softest mattress models, and while many have told us that they love this type of plush comfort, others will need something firmer. We suggest contacting your store of purchase to discuss your comfort exchange options if you are still under the trial period.
If you have a queen or king size Perfect Sleeper, we suggest checking your bed frame to make sure you have proper center support which can impact the mattress. You have also indicated that the comfort of the mattress is too soft. It would be helpful to know if this was always the case, or if you were initially happy with the comfort of the mattress. Please give us a call at 1-888-557-3782 if we can be of further assistance.
Thanks for choosing Serta. We are sorry to hear that the mattress isn't the right match for you. Most of the mattresses sold at retail today are single sided to remove the burden of flipping. You may want to consider a plush memory foam mattress topper to add some softness to the sleep surface if that is the type of feel you prefer. When you do decide to move on to a new mattress, we do hope that you keep us in mind and that you reach out to us for assistance in finding the right model.
my wife and I have had this bed for 2 weeks now and it is not getting any better as the nights progress and they will tell you your body has to get used to the new mattress because you were used to the old one! this is not the case, the bed is still hard, has not changed in comfort level at all, toss and turn all night knowing we have to deal with it for a minimum of 30 days before the store or serta will even consider hearing from us at all as it says on the warranty info that they gave us, if I had to do it again i would not!! it is torture to have to wait and put up with a mattress that is crap!
Original Review (9/9/12):
We're very to hear about your experience. We realize that you have purchased a new mattress and hope you are happy with your new model. If you still have your Savant, please contact us for assistance (https://www.serta.com/contact/).
Thank you for bringing this to our attention. Please email us (https://www.serta.com/contact/) for assistance.
Helen - we appreciate your business and want you to be satisfied with your mattress. We suggest contacting your store of purchase for assistance or contact our customer service department at 1-888-557-3782.
Hi Lisa - we are sorry to hear that you aren't happy with this mattress. We suggest contacting your store of purchase for assistance, so they can help you determine if the mattress has the proper bed frame which can help prevent center sagging, or set up an inspection to determine what is causing this issue. If you need further assistance from Serta, please call us at 1-888-557-3782.
Hi Dianne - thanks for choosing Serta and we hope that we can assist you in resolving this issue so you are sleeping comfortably. The type of discomfort you are experiencing can happen if you have selected a mattress that's not the right "comfort match" for your body's unique comfort needs. We suggest reaching out to your store of purchase to discuss your exchange options to see if you can switch to a different level of comfort.
We are very sorry to hear about your experience, especially since we have so many people happy with the iComfort. Please contact us for assistance (https://www.serta.com/contact/).
We are sorry to hear that you aren't completely satisfied. We do stand behind our product and our warranty 100%. Our body impression and sagging thresholds are determined through very precise and thorough testing that simulates years of actual mattress use. We believe that our warranty is in line with industry best practices and we strive to provide the best and fair service regarding our products. We regret that you moved on to another brand, and we appreciate the feedback you have shared here with us.
Hi, Jessica. We are sorry to hear about this experience and we can assure you that we stand behind our products and our warranty 100%. If your mattress was inspected and found to have a defect covered by warranty, it will be replaced. If you'd like to connect with us and get further assistance, please email socialmedia [at] serta [dot] com and we'll be happy to put you in touch with someone.
Hi, Elaine. We are sorry to hear that you aren't completely satisfied with the mattress. It would be helpful if we could connect, because it would be very unusual for an inspector to note a 7" sag on any type of mattress. Please email us at socialmedia [at] serta [dot] com so we can look into this further. Thanks!
HI, Julie. Thanks for sharing your review. If your mattress has a defect covered by warranty, the mattress will be replaced. You can download a copy of our warranty brochure here: https://www.serta.com/customer-care/warranty-registration
An inspection will determine what's going on with your mattress and whether or not it should be replaced or if there is another way address this issue. We'd like to know more about your conversation with your retailer so we can determine how to best assist you from here. Please email us at socialmedia [at] serta [dot] com.
Normal body impressions should be expected after you've been sleeping on a mattress for some time. Our warranty brochure details what is and what is not normal body impressions or sagging depending on what type of mattress you have:
If you feel this could be more than just normal impressions, please contact your store of purchase to request an inspection to determine what is causing the issue. If you have moved or if your store has closed since you purchased, please call us at 1 (888) 557-3782.
We are sorry to hear you aren't pleased with your mattress. Serta stands 100% behind the warranty. If there is a manufacturing defect, the mattress will be replaced. For reference, please see our warranty brochure: https://www.serta.com/sites/1/tagrem/serta/uploads/files/2015-Warranty-SWC-007.pdf
Hi Andrea. We appreciate your feedback. Comfort is very personal and varies greatly. You may want to consider adding a mattress topper to provide additional comfort.
Thank you for feedback! Keep in mind that the model you tried in the store has been exposed to wear from people testing the mattress over time. Your model hasn't been exposed to normal wear prior to being delivered to your home, so it is normal for it to feel a bit firmer at first. It can take up to 30 days to fully adjust to a new mattress, although most people will find that this happens after several nights of sleep. An odor is normal, but should dissipate after being aired out without any coverings. If the odor continues to bother you after you have taken the necessary steps, we suggest reaching out to your retailer.
Thank you for sharing your experience. We are sorry to hear of your dissatisfaction. Normal body impressions can occur over time due to the nature of foams and fibers when exposed to body weight and temperature after consistent use.
We recommend making sure that the box spring and bed frame are still up to par and providing proper support.
Thank you for sharing your experience with the iSeries collection. In regards to the sagging in the center, please make sure that your bed frame is providing the proper center support that extends to the floor. For reference, please see our online warranty brochure: http://bit.ly/1K1Zdqr
Hi Linda - we're sorry to hear about your experience with your mattress and want to assure you that customer satisfaction is a top priority for us. Please email SertaCare@serta.com with your contact information and store/location of purchase if you would like further assistance. Thanks!
Hi Evelyn - we're sorry to hear you're not enjoying your mattress and want to assure you that customer service is a top priority for us. If the store where you purchased your mattress has closed, please call our dedicated customer service team at 1-888-557-3782 for warranty service. Thanks!
We're very sorry to learn that you are unhappy with your iComfort mattress. We take product quality and customer satisfaction very seriously and follow what's lined out in out warranty.Our iComfort models do have different levels of firmness which range from very firm to very soft. While it is normal to have slight impressions within memory foam, it may be possible that the model chosen was a softer mattress.
We're very sorry to hear about your experience. Please contact us for assistance (https://www.serta.com/contact/) so we can check into why you haven't been followed up with.
Hi Anna - we're sorry to hear the Acumen was not the model for you, as we take customer satisfaction very seriously. A brand new mattress may feel slightly firmer than the model you tried in the store. This is because a brand new mattress has never been exposed to normal wear, whereas mattresses on a showroom floor have. We recommend speaking with the retailer to discuss your options if you have not done so already. You can also email us at SertaCare [at] serta [dot] com with your contact information and store/location of purchase if you'd like us to look into this further. Good luck!
Judy - we take your satisfaction very seriously, and would be happy to review your warranty claim with your retailer. In order to do so, please send us your contact information and the name/location of your retailer to marketing (at) serta (dot) com. Thanks!
Thanks for sharing and we're sorry to hear about your experience. We recommend contacting your store of purchase to discuss your options and for assistance with filing a warranty claim if necessary. If the store has closed or your have since moved, you can call our dedicated customer service team at 1-888-557-3782.
Hello and thanks for sharing your review. We're happy to hear that you are sleeping well on the iComfort.