ComplaintsforSerta Simmons Bedding LLC

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The coils in my new serta electric blanket burned and ruined all my new bedding including the blanket itself, the sheets, the mattress pad, the mattress, a pillow, the pillow cover and pillowcase. Pictures and all receipts are attached. I paid $114 for the blanket but Im requesting a refund of $282 (all supported by the attached receipts) to replace all the ruined bedding listed above which I think is very reasonable and does NOT include the cost of the damage to the mattress or to me. I have never had an electric blanket burn and this never should have happened. I was burned a little on my chest but it is not in an area that can be photographed and shared and Im not requesting any money for my pain and burn. It was just lucky that I was not more seriously burned because as you can see from the pictures, the burn is really bad and went all the way down to the mattress. This is completely unacceptable and Im just asking to be made whole on all the new bedding I just bought so I can replace it. It all should have lasted for years, not weeks or months and would have if not for the faulty serta electric blanket.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 2, 2024 I placed an online order with beautyrest.com. I purchased two items Beautyrest harmony **** mattress queen size and a beauty rest motion restore adjustable base. Both items were supposed to be delivered on May 13 I received the base on May 13 but the delivery men did not assemble the base at that time immediately I reached out to beauty rest to let them know that the delivery men did not assemble the base I was informed by a worker at beauty rest named ********* to sign for The delivery and Rxo Will contact me to assemble the adjustable base. The mattress was finally delivered on May 22 on May *************************************************** given that I was not able to get a resolution from Beautyrest or Rxo. I noticed that the base that I paid for is not the base that I received I received a lesser quality Adjustsble base. I really wanted the base that I paid for but do not want to deal with the hassle of beauty rest or their third-party delivery RXO Picking up this base and delivering another one I fear that I will have to pay a third-party again to assemble the new base.

  Business response

  06/03/2024

  Hello ******,

  We have received a BBB complaint about your recent Beautyrest.com order. Thank you for sharing your experience and we are sorry to hear about the mixup regarding your frame.

  Reviewing your case I see that upon your request, the Motion Essentials base was kept with a refund for the difference of $500.00 returned to your original purchasing card. There were two other partial refunds of $250.00 each for a delay with the delivery of your mattress and because RXO did not setup your adjustable base upon delivery. These three partial refund transactions were completed.

  With all Beautyrest items purchasing through our website, you have a 100 Night Sleep Trial to return your items for a full refund. Your Sleep Trial is valid through 8/22/2024. If you believe a return would be best for mattress and/or foundation, please let our support team know before 8/22/2024. 

  All the best.

  Customer response

  06/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Manufacture will downgrade your warranty exchange to a cheaper model using the word "Comparable."Originally had a "Beautyrest Black 16" Firm Plush Pillow Top", now stuck with the replacement "Beautyrest Black 16" C-Class Medium Pillow Top." Manufacture will have you going back and forth with emails for over two month using delayed tactics. Purposely not answering questions and concerns, by having E-mails answered by a different individual every time (Nightmare). In the process your original concerns will be removed from ongoing emails ;therefore, causing uncertainty in responses.

  Business response

  05/15/2024

  Hi ****,

  We have received your BBB complaint. Thank you for your candid feedback and we're sorry to hear you have felt uncared for. After reviewing your case, the evaluation of and offer provided by the team is aligned with the options we offer (inside and outside of our normal warranty process).

  Although your original warranty claim was denied for a warranty replacement, the team offered a one time courtesy replacement in hopes to help you find something which better supported your sleeping needs. Outside of the normal warranty process and as outlined in writing (approved by yourself before placing the order) the mattress you have now was the most comparable mattress based on what you've described as your sleeping needs. 

  As an extra measure, a courtesy topper was offered and accepted. I see that the topper was delivered two days ago which we hope provides the comfort you're looking for. 

  With the current information provided, we are not offering another exchange as the courtesy replacement mattress previously accepted was a one time offer. However, if you believe you are experiencing a manufacturing defect with your current mattress, you may file a new claim. If a defect can be determined through the photos as outlined by the Beautyrest limited warranty, we'll be happy to pursue next steps. You may read more about the limited warranty online through the Warranty page on Beatyrest.com.

  All the best. 

  Customer response

  05/15/2024

   
  Complaint: 21682857
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****************************

  Customer response

  05/17/2024

  I have a mattress and topper which I cannot use (Reasons already discussed in e-mails). I request a mattress comparable to what I had a "Firm Plush Pillow." If I originally had a Firm Plush pillow Top, then why was I sent something different. Please stop trying to guess a comparable feel to what I had "Firm Plush Pillow Top

  Business response

  05/17/2024

  Hi ****,

  We have received your BBB complaint. Thank you for your candid feedback and we're sorry to hear you have felt uncared for. After reviewing your case, the evaluation of and offer provided by the team is aligned with the options we offer (inside and outside of our normal warranty process).

  Although your original warranty claim was denied for a warranty replacement, the team offered a one time courtesy replacement in hopes to help you find something which better supported your sleeping needs. Outside of the normal warranty process and as outlined in writing (approved by yourself before placing the order) the mattress you have now was the most comparable mattress based on what you've described as your sleeping needs. 
  As an extra measure, a courtesy topper was offered and accepted. I see that the topper was delivered two days ago which we hope provides the comfort you're looking for. 

  With the current information provided, we are not offering another exchange as the courtesy replacement mattress previously accepted was a one time offer. However, if you believe you are experiencing a manufacturing defect with your current mattress, you may file a new claim. If a defect can be determined through the photos as outlined by the Beautyrest limited warranty, we'll be happy to pursue next steps. You may read more about the limited warranty online through the Warranty page on Beatyrest.com.

  All the best. 

  Customer response

  05/17/2024

   
  Complaint: 21682857
  
  I am rejecting this unsatisfactory response because of the following reasons:

  I submitted a claim for defects (with supporting photographs) for my original mattress "King **** Simmons Beautyrest ******************************** Firm Pillow Top mattress."

  On February 9, 2024, Taneale R e-mailed me indicating I would receive "So for the warranty replacement, wed like to offer this comparable model: ******************************* 22 C-Class Medium Pillow Top".  At this point I was under the impression that the replacement would be comparable; therefore, accepted this replacement.  (See e-mail attachment)
  

  On March 29, 2024, I let your company know that the replacement mattress was too hard and felt nothing like my original mattress (obviously not comparable).  At this point I had to stop sleeping on this mattress.  (See e-mail attachment)
  

  On March 29, 2024, **** e-mailed me indicating "adding a mattress topper could help!"  I decline for the following reasons "Adding the topper means the bed raises to 18 inch, which means I have to buy all new bed sheets.
  In addition, I am an elderly person and would have difficulties with the new height."  (See e-mail attachment)
  

  On April 2, 2024, ******** e-mailed me explaining "According to your claim, you had a Firm Pillowtop and the model we gave is a Medium Pillowtop, which is softer than the model you previously had."  This was false on your company's part since I originally did not have a Firm Pillowtop.  I had a "Luxury Firm pillow."  This is where the problem clearly arises indicating I did not receive a comparable mattress to "Luxury Firm pillow."  (See e-mail attachment)

  In conclusion,
  

  I have a mattress and topper which I cannot use (Reasons already discussed in e-mails attachment). I request a mattress comparable to what I had a "Luxury Firm Pillow Top mattress." 
  

  
  Sincerely,
  
  ****************************

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Beauty Rest mattress and adjustable base, it was delivered in March 2021. The mattress was around $1200. The mattress has places where it sinks and its very uncomfortable. The sides are broke down. We have routinely turned the mattress (not flipped as its a pillowtop on one side). I filed a warranty claim a few months ago and they have not responded to me. I have asked several times for an update and they have not responded. I have tried to call several times but nobody answer. I submitted only one photo as that is all that is allowed to prove the mattress doesnt have any stains or tears. I am going to have to purchase a new mattress as this one is severely hurting both my husband and i and its affecting our health. I need a new mattress. This is severely impacting me and the ability to sleep and be productive during the day, my back physically hurts from it. I dont know what else to do. I would expect a very nice mattress like this would last longer than three years. Its disgraceful. It has a ten year warranty on it. I have proven its not stained or torn. I am at my wits end. We purchased a nice mattress so we wouldnt have to replace it in just a couple of years. I WILL NOT do business again with mattress direct and i will recommend others not to do business with them either. They do not care, just want your money and when you have an issue, it's crickets.

  Business response

  05/02/2024

  We are sorry to hear you are having an issue with your mattress, The manufacturer's warranty is held by the manufacturer itself Mattress Direct can not authorize a replacement on their behalf. The Simmons Beautyrest mattress company handles all their own claims online at www.beautyrestguestpurchase.com/warranty 

  Business response

  05/02/2024

  We are sorry to hear you are having an issue with your mattress, The manufacturer's warranty is held by the manufacturer itself Mattress Direct can not authorize a replacement on their behalf. The Simmons Beautyrest mattress company handles all their own claims online at www.beautyrestguestpurchase.com/warranty 

  Customer response

  05/02/2024

  It is mattress direct. I purchased from ************ store which isnt open any longer. Corporate location and phone number **************************************************** ****************  Email: ***************************************#4DIRECT

  Business response

  05/15/2024

  Hi ******,

  We've received your BBB complaint and are sorry to hear about your experience with the retailer. I've reviewed your complaint and our Serta Simmons Bedding Customer Experience team do not have any documentation from you or about your case. If you were attempting to reach out about your claim but have felt unheard, we're truly sorry for the confusion. 

  Our Customer Experience team would be happy to walk you through our warranty process! Please know our team can be reached directly via phone (**************) or email ************************************** I cannot comment on what team is responsible for any other number or email you were using to try to contact us as the manufacturer. 

  For all warranty claims, we ask that you follow this simple online warranty form so that we may gather the information we need to process your claim: ************************************************************************************

  Please add the above URL to your web browser to begin the warranty process. You may also find this online form by visiting www.beautyrest.com, clicking WARRANTY at the bottom of the page, then clicking "Start Mattress Claim" on the warranty page. 

  All the best

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The mattress was purchased back in 2022 December, since the the mattress has been replaced 3 different times. Unfortunately it needs replacement again, its sagging, buckling, very poor quality. It came with a 10 year warranty, the last claim never got replaced. The company now is ignoring my claims and stop dealing with the problem. Now I have a mattress I cant use, health problems are being cause by sleeping on a bad mattress. Asking for a complete refund or a major discount on a new higher quality mattress. Since dealing with the company, I just keep getting the runaround, no one wants to deal with the issue.

  Business response

  05/15/2024

  Hi ****,

  We have received your BBB complaint and are sorry to hear about your experience. I'd like to go over some important information to consider as we move forward. 

  The limited warranty Beautyrest offers protects against manufacturing defects and workmanship errors specifically for sags measuring more than 1.5" or more. After reviewing your claim, I see that there were a few photos of measurements provided. These measurements were taken on the tufted areas of the mattress where the buttons used make small, normal indentation on the mattress. These would not qualify as warranty photos for a claim. However, I see other photos more of the left wide and head of the mattress where it is showing a discrepancy. It is uncommon to experience the same type of defect on the same make and model of mattress so we're asking that you retake the photos of the mattress measuring the sag in the area near the head and on the left side. These photos will help our ***************** team understand what may be happening with the mattress. 

  I see that our Customer Experience team has asked multiple time for more information about your frame and foundation. If you are experiencing the same defect, you will need to check your foundation to ensure it is adequately supporting the mattress. What type of foundation is the mattress sitting on? Is the foundation composed of slats? What is the spacing between each slat? Are the slats securely on the frame, none having shifted, fallen, or are broken? 

  Finally, I see that you've requested a refund of which we are not offering as it is not part of the limited warranty Beautyrest offer. Your original purchase was made with the Guest Purchase team and they would be responsible for issuing your funds back. We cannot guarantee that this is something they would offer as every authorized retailer has their own terms and conditions for returns. You may reach out to them directly for more information about a possible refund or discount on a new purchase: ***********************************************

  If you are interested in continuing with a warranty claim, please provide at least one additional photo measuring the head and left side of the mattress (not on a tufted button) to show the mattress is sagging more than 1.5". Also, please provide more information about your frame and foundation. Once we have been able to properly understand your setup and see photos that can be provided to our *****************, we'll be happy to offer a replacement mattress. 

  Kind Regards 

• Initial Complaint

  04/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a greenwood mattress (queen size) from Mattress Firm on 1/18/2018 Mattress was defective 2 weeks after purchase. I have been in contact with Mattress firm ever since and they will not and have not refunded my money. I have pictures showing the extreme sagging of the bed. Bed came with a 10 year warranty. I have been asking for a refund ever since. I am a disabled veteran with little means. This defective bed has affected my health and sleep.

  Business response

  04/18/2024

  Hi ******,

  We've received your BBB complaint. Thank you for sharing your experience. There is some important information to be aware of as you move forward. 

  I see that you've requested a refund of which we as the manufacturer do not offer for orders placed through authorized retailers, like Mattress Firm. Your original transaction was made through Mattress Firm and they would be responsible for issuing your funds back. We cannot guarantee that this is something they would offer as every authorized retailer has their own terms and conditions for returns. 

  With that said, if you believe you are experiencing a manufacturing error covered by the Beautyrest limited warranty we'll be happy to provide you with the contact information to get a claim started.
  
  You'll need to contact Mattress ********************* directly since they handle all warranty claims for purchases made directly through them. Mattress ********************* can be reached at ************** or through their website: ***************************************************
  
  We hope this information has helped. 

  All the best,

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought this mattress set from the furniture warehouse. It was delivered to my apt 3/23/21. I have been having back pain and sleepless nights. The bed have body impressions making it hard to get proper rest. I've been tossing and turning during the night. I have been in contact with *** at 1 of the ******** locations. She contacted someone at serta on my behalf. She said my claim has been denied.

  Business response

  04/12/2024

  Hi *******,

  We've received your BBB complaint and are sorry to hear about your experience. As the Serta Simmons Bedding warranty team, I've searched our records but don't see any previous communication about your claim. We invite your to file a warranty claim directly with our team by providing the following inforamation:

  1. Proof of purchase (needed)

  2. Clear photo of issue (already provided)

  3. Clear photo of the mattress tag (needed)

  Please note the mattress tag are long tags sewn to the mattress on its side or underside. It has a barcode, will indicate the mattress make/model/size, and have the manufacturer's address/date.

  Once we've gathered this information, we'll be happy to evaluate your claim! 

  All the best

  Customer response

  04/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dear ***/Madam,We purchase a brand new (so they claimed) mattress from Serta Guess Purchase. Invoice number ***** for the amount of $1,689.53 on May 13, 2023.On september of 2023, we filed a claim because the mattress will develop very deep holes as shown in the attached pictures. Because of that, I started having terrible back pain and have gone through several doctor visits, not to mention the endless nights we could not conciliate sleep at all. We received a replacement on June 13, 2023 and from that day the replacement mattress starte to present the same problem. Please refer to the attached pictures. I contacted them a few days ago since the replacement is still under warranty, and their answer was:"This is ******* from the Serta.com **************** Team. We've received your warranty claim submitted through our online form.As you may know, Sertas limited warranty protects products against manufacturing defects in workmanship and material. After reviewing your claim with my team, we do not see anything that would qualify for a warranty replacement per the limited warranty we offer. While the limited warranty protects against sags or body impression that measures 1.5 or greater without added weight, some body impressions are expected over time especially in the areas used the most. However, this should not impact the overall performance of the mattress.If you believe the mattress is showing sags of 1.5" or greater, we ask that you retake photos with measurements. The easiest way to do this is by laying a straight edge over the sag. Then, take a measuring tape to measure the distance from the top of the mattress to the straight edge"I was very upset about their answer, I only weight 130 pounds.I requested immediate response, and at this time I would like to request my money back as I not longer wish to deal with this company. On my last email sent today, I requested a satisfactory solution to this issues, or else I will forced to file a this complaint and a lawsuit, In addition, I will be seeking compensation for medical bills the endless night we could not sleep and physiological damages caused by a faulty mattress. Thank you, in advance. I truly appreciate your cooperation in this matter. Rosmar

  Business response

  03/27/2024

  Hi ******,

  We've received your BBB complaint and are sorry to hear about your experience.  After reviewing your claim and if you are still interesting in doing so, we'll be happy to process a replacement for you. 
  
  I see that you've requested a refund of which we are not offering as it is not part of the limited warranty we offer. Your original purchase was made through Guest Purchase and they would be responsible for issuing your funds back. We cannot guarantee that this is something they would offer as every authorized retailer has their own terms and conditions for returns. They can be reached at **************************************************************.
  
  If you are interested in receiving a replacement mattress, please provide a clear photo of the mattress tag sewn to the underside of the mattress. This tag will confirm the make, model, and size of the mattress for a replacement.

  Kind Regards

  Customer response

  03/27/2024

   
  Complaint: 21469959
  
  I am rejecting this response because: We already went through this process twice with the same mattress model.  We do not want a replacement so this does not happen again.

  We are willing to upgrade to a better quality mattress, as long as Serta guarantees the quality and that it will not sag two months later. 

  The seller is advertising these mattresses as ************ mattresses and the quality is far from what we have experienced at ************s.

  Sincerely,
  
  ***************************

  Business response

  04/05/2024

  Hi ******,

  We've received your BBB complaint. Thank you for the additional photos you've provided to the team for review. After reviewing your claim and if you are still interesting in doing so, we'll be happy to process a replacement for you. 
  
  I see that you've requested a refund of which we are not offering as it is not part of the limited warranty we offer. Your original purchase was made with Guest Purchase and they would be responsible for issuing your funds back. We cannot guarantee that this is something they would offer as every authorized retailer has their own terms and conditions for returns. 
  
  If you are interested in receiving a replacement mattress, please let me know. I'll be happy to issue a replacement for the same make, model, and size as you have now: PSHP 20 MCLENNAN X ET, 500600263-1060.
  
  Kind Regards

  Customer response

  04/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. and I am willing to give you another opportunity to make it right. 

  I hope this time you consider sending  a mattress that is not going to present the same issues as the previous ones.  
   
  
  ***************************

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 5 i bought on sale for $400 a beautyrest mattress at warehouse mattress, ******* Glenwood av. ** brought it home May 7 and by placing it on the floor we noticed how uneven and wore out on the sides was and the lack of compression. So basically I have paid $400 to Mattress warehouse to provide them with the service of trashing a mattres that should have never been out for sale or even giving away for free due to its condition. I contacted MW and they told me that this item was not refundable or replaceble, i wasn't informed about it and the invoice does not show it. I grew up with Beautyrest in our beds how satisfied we were every time we have to buy a new mattress we always made sure it was this brand name which was a warranty of quality and durability. When i saw my favorite brand at Mattres warehouse I knew I dlidnt have to look any longer or try it out . Now I feel frustrated, very sad and very dissapointed about Beautyrest and don't understand why this company does not protect their reputation by allowing Mattres warehouse missrepresent a company like Beautyrest selling broken (lack of compression on the sides, uneven) products like this piece of $400 trash . Its Mattres Warehouse such a beggars that rather sells waste products regardles of the brands thery represent and the customers that are loyal to a brand.we are a family with very limited income. We can't afford wasting $400 and we still believe in values and great companies like Beautyrest and its really sad when present experience like this happens.

  Business response

  03/22/2024

  Hi ********,

  We've received a BBB complaint regarding your Beautyrest mattress purchased through Mattress Warehouse. I'd be happy to help as much as I can. 

  With regards to a refund or warranty coverage, it's important to note that each authorized retailer of Serta Simmons Bedding products have their own terms and conditions for coverage. Hearing that the mattress was purchased at a reduced price is aligned with other warehouse retailers who sell items "as-is" without coverage based on the condition of the mattress and/or its steep discounted rate. 

  Our SSB warranty team will be happy to take a look and invite you to file a claim with our team directly through our online warranty form: ************************************************************************************

  We can't guarantee the outcome of the claim but are more than happy to take a look to see how we can help. 

  All the best

• Initial Complaint

  03/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  in june we purchased a very expensive Serta mattress from the dump when we bought our new house. within months the mattress was sinking and caving in causing us horrible back and sleeping issues. We had our last Serta mattress for 10 years and not one issue, this hasnt even been a year. i contacted the store since there was a 10 year warranty on it. they sent us over all the paperwork to send over a claim to the vendor (Serta), we did everything they wanted it was very in depth. it was filed and was told to take 72 hours its been weeks. ive been calling and emailing with no response they said they cant do anything unless Serta approves it and no one over there is responding. *** talked to agents who say their manager is looking into it and taking care of but wont let me speak to them, no response at all via the 5 emails sent. i am very frustrated as it wasnt a cheap buy or id let it go. my husband is now seeking a chiropractor with back issues and i am pregnant sleeping on the floor as it hurt and sinks into a hole on each side. I just want a new Serta mattress we can sleep on thats all. we buy all our furniture from them and have never had anything but great service up until now.

  Business response

  03/22/2024

  Hi ******,

  We've received a BBB complaint for a Serta mattress purchase made through The Dump. I'm sorry to hear about your experience with The Dump and we're happy to help as much as possible. Reviewing your comments and searching our systems, our Serta Warranty team has not had any communication with you prior to this complaint. This most likely means you were dealing with The Dump's support team rather than our manufacturer's support team. 

  I invite you to file a claim with Serta directly (our team) who will evaluate your claim and offer a solution through our online form: ************************************************************************************

  I am unsure of the original team you've been in contact with. If you'd like to continue to reach out to them you certainly may. However, if you can file a claim through the online link above directly with our team, we can offer a solution within about a business week (our support team does not work weekends). 

  All the best

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩