We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Mattresses

Serta Simmons Bedding LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mattresses.

This business has 1 alert

Complaints

This profile includes complaints for Serta Simmons Bedding LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Serta Simmons Bedding LLC has 20 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 128 total complaints in the last 3 years.
    • 34 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/02/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We have serious concerns regarding a defect in the Beautyrest Black Collection mattress I purchased from The Brick in February 2024. After only months of use, one side of the mattress has experienced a loss of support and major sinking, leading to a complete lack of comfort in that area. This issue is has significantly impacted my daily life, both physically and emotionally. We have had technicians assess the mattress and take measurements; however, the issue does not lie with the pillow top, which is why the 1.5" sag is not visible upon inspection. The defect is with the structure of the mattress's base, making it difficult to detect just by looking at it. The lack of support and major sinking become evident only when sitting or lying on the mattress. We have been trying to resolve this issue since September 13, 2024. We began to experience back pain before this date. We were away for the month of July, so we had only been sleeping on the mattress for 5 months before experiencing these issues. After this short period of use, the mattress began causing us major back issues, which have worsened over time. The lack of support in the mattress has resulted in severe back pain, which now affects me throughout the day. Nightly sleep disruptions due to discomfort have also left me feeling constantly tired and mentally fatigued, affecting my focus and emotional well-being. Emotionally, the loss of sleep and ongoing pain have added stress to my life, as I find myself feeling frustrated and anxious about my health. A mattress should be a source of rest and recovery, and I trusted that a product from the Beautyrest brand would fulfill that need. However, this defect has done the opposite, taking a toll on my physical and emotional health.Due to the chronic pain caused by the defective mattress, we have also resorted to sleeping on an air mattress. This is far from an acceptable solution and underscores the severity of the issue.

      Customer Answer

      Date: 03/25/2025

      The complaint is against Beautyrest Canada not the Brick.

      Customer Answer

      Date: 03/26/2025

      We purchased the mattress from the Brick.   We originally put in a complaint against the Brick and the BBB replied saying we needed to file a complaint against the mattress company which is Beautyrest.

      Customer Answer

      Date: 04/04/2025

       

      I have attached the requested warranty.

      As previously stated there is no issue with the pillow top portion of the mattress which is the only thing the technician and the Brick want to measure. 

      Our issue is with the structure under the pillow top.

      Thank you

      Customer Answer

      Date: 04/07/2025

       
      Complaint: 23111537

      I am rejecting this response because: 

      I have attached the requested warranty.

      As previously stated there is no issue with the pillow top portion of the mattress which is the only thing the technician and the Brick want to measure. 

      Our issue is with the structure under the pillow top.



      Sincerely,

      ***** ******

    • Initial Complaint

      Date:03/21/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ON APRIL ****** WE PURCHASED A Beautyrest Felicity Pillow Top | King / Low Profile 5.5" Foundation. WE PAID $2,791.04 FOR THE MATTRESS. I HAS VERY VISIBLE SAGGING IN LESS THAN 1 YEAR. WE HAVE CONTACTED CUSTOMER SERVICE MULTIPLE TIMES, SENT NUMEROUS PICTURES OF THE BILL OF SALE, THE TAGS, THE FOUNDATION AND THE MATTRESS ITSELF. THEY ARE OFFERING TO REPLACE THE MATTRESS, "AS A COURTSEY" TO US . MY ISSUE IS THAT THEY DENY THE MATTRESS IS FAILING IN SPITE OF THE **** THAT IT CLEARLY IS. THE REPRESENTATIVES I HAVE SPOKEN TO THUS FAR HAVE NOT OFFERED AN ADEQUATE EXPLAINATION OR SOLUTION, NOR HAVE THEY ATTEMPTED TO ESCLATE TO SOMEONE WHO CAN ACTUALLY HELP. ALSO, I CANNOT LOCATE A NUMBER TO A CORPORATE OFFICE ANYWHERE!

    • Initial Complaint

      Date:03/19/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of transaction: April 13, 2024 I purchased an Eromotion King size mattress base from a company that is now closed and unable to be contacted. I have NEVER slept well on it. Something has been wrong since day one. I did contact the company but was told to "break it in". I finally got to where I could not sleep on it anymore. I was waking up with back spasms and neck pain. I soon learned the company I purchased it from was no longer in business and reached out to the manufacturer. The *** was wonderful, I have no complaints to discuss with her. She walked me through sending several photos. I was unable to lift the mattress myself and flipping the base is impossible as a single person. Additionally, I was told not to. As a single woman, that posed a large problem. I have since flipped it several times and sent several photos. Ultimately they did send a "one time courtesy tech" to my home to look at it. Regardless of all of the photos and documented issues, they did not provide any ***lacement parts other than a few screws. It was determined it was installed incorrectly and missing screws. The leg is broken, the frame is bent. I was then informed nothing is covered under warranty and I have to pay $300 an hour to have it fixed. They can't prove it wasn't a manufacturer defect, no one can! If it's damage from the installation, I can't do anything because the company is out of business. The manufacturer is not standing by their warranty. I'm stuck with a $3500 large piece of garbage to dispose of because they aren't responsible, when they certified someone to install (at a cost!!) a frame. The *** even mentioned she knew what the problem was because it happens all the time. After 1.5 hours on hold just to talk to someone today, my approx 6th phone call to them directly, was informed they offered me a "one time courtesy" and I'm on my own.

    • Initial Complaint

      Date:02/11/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In the past three years I have purchased five beautyrest heating blankets ! The first one stopped working the thermostat control, and it was replaced with a smaller blanket not equal to the one I had,because that's all they had at the time. A plaid one. Then the control on that one went. I am 79 years old I need the warmth so I ended up purchasing s three more beautyrest heating blankets., after each one koncked out, thermostat controls again. They flicker,. I went online follow their instructors it still didn't work. So I reached out to complain. I tried writing to the company,emailing the company, phoning the company !!! I even registered the letters to the company and and to ******* head office complaint ***** and no one !!! absolutely nobody responded to my complaint about the thermostat dials on these blankets! dying out ! I followed their instructions and it does not work. The case number above is because I finally got a hold of somebody but they didn't care for that department or look after the beautyrest heating blanket department and they gave me the above address and as I said before I have written them I have my letters I can show you on my computer . I have phoned them. I have text them and they just do not respond. I think it's disgusting that I have to keep buying a new blanket and they keep breaking down. They are beautiful warm blankets that material is lovely but their stupid dial outlets that plug into the wall or just not having any longevity therefore, I have to go out and buy another new blanket. I feel they are obligated to replace these blankets or refund my money. I have all the bills on my credit card.

    • Initial Complaint

      Date:01/22/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 04/14/24, I purchased a King sized Beauty Rest Black Mattress from Sleep Galleria for $3,600 for the mattress and an additional $1,500 for the luxury adjustable base. After sleeping on the mattress for a couple of weeks, I decided to change out the feet to the other size that came with the mattress. In order to change out the feet, the mattress would have to be taken off the base. It was during this process that I discovered a large rip at the seam of the mattress on one side that was approximately 8 inches long exposing the mattress filling. I am writing to formally file a complaint against Serta the company that owns the Beautyrest product regarding their refusal to honor the 10-year manufacturer's warranty on my mattress. I purchased a Beautyrest mattress from Sleep Galleria, an authorized Beautyrest dealer, which is now out of business. Unfortunately, due to their closure, I no longer have access to my original purchase receipt. My mattress is less than a year old and is experiencing significant sagging, which falls well within the conditions covered under Beautyrest's manufacturer's warranty. However, when I attempted to file a warranty claim directly with them, they informed me that I needed the original receipt. Given that the retailer is no longer in business, I have no way of obtaining this receipt, despite my mattress being covered under their stated 10-year warranty. I believe it is unreasonable for Beautyrest to deny my claim based solely on the inability to produce a receipt when the purchase was made from one of their authorized dealers as well as the law tag on the mattress not being compromised. Also that the product is still well within the warranty period. I am seeking a fair resolution, whether through inspection, proof of purchase alternatives or other reasonable verification method. I would appreciate BBB's assistance in addressing this issue as Beautyrest should uphold their warranty commitment. Please let me know the next steps.

    • Initial Complaint

      Date:01/07/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      'We have been dealing with this mattress for a number of years. we have turned it and even flipped it. All to no avail! The bed on one side has collapsed and we are having a great difficulty to even sleep.The bed is under warranty and Serta has given nothing but the run around

      Business Response

      Date: 12/20/2024

      I have received complaint ID: ********.  This customer does not appear to be in our service area.  Please update your records to reflect this and forward this complaint to Serta Mattress - ******, **, **********************************************************************************  ************

       

      Please close/resolve this complaint form Serta Mattress Company, ************************************* file as this does not belong to us.  

       

      ****** *********

      Customer Service

      Business Response

      Date: 02/04/2025

      I have received complaint ID: ********.  This customer does not appear to be in our service area.  Please update your records to reflect this and forward this complaint to Serta Mattress - ******, **, **********************************************************************************  ************

       

      Please close/resolve this complaint form Serta Mattress Company, ************************************* file as this does not belong to us.  

       

    • Initial Complaint

      Date:01/06/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ive had a problem since day one with this mattress. I called them and they were unwilling to do anything about it. The mattress has a dip in it and is impossible to sleep in.

    • Initial Complaint

      Date:12/31/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a Beautyrest mattress and foundation from US Mattress in May 2020 which are defective. They come with a 10-year warranty. US Mattress was apparently changed ownership, and I was told to contact Simmons directly for warranty issues which I did. Although I have complied with all its request, the company has been giving me the runaround. It finally notifies me the only the foundation is being shipped with no mention of the mattress.

    • Initial Complaint

      Date:12/30/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a beauty rest black intercontinental mattress. While preparing to pitch the mattress I read that a boxspring must be purchased in order to have a warranty on the bed. I purchased both the mattress with the boxspring. Upon set up of my bed and after sleeping on it for the first night I felt and elevation in the middle of the mattress. The bed is also elevated along the edges. I then took off the mattress and looked at both the boxspring and the mattress. I noticed that the boxspring is not leveled. The wood protrudes in the center and along the ridge. It causes an indent in the mattress. I contacted Serta and was given the email of the supervisor. I emailed her the pictures of the boxspring and the mattress showing the dents that it is causing and she did not reply. I called back and was told to give her 48hrs. She did not reply. I sent a follow up email with no response.

    • Initial Complaint

      Date:12/27/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a mattress on-line through Serta Hospitality Guest Purchase. Immediately I received a text and email from the delivery company that my order was ready to be scheduled for delivery. This was to be a new mattress that would be made to order, so how could this be? The delivery company RXO wanted to schedule the delivery within days. I picked a date...they never called the night before nor the day of the delivery to give me the time window. I took time off from work, changed schedules with others. This happened two more times. The mattress was not in the warehouse to be delivered but I kept receiving texts to schedule the delivery. I called the Serta company multiple times. First, I was told my order was archived, they could not find it. With all of the noncommunication and fraud I called to cancel this order. I called and spoke to another representative who told me I needed to contact corporate by email only. If I cancelled the order, they would keep 25% even though I have not taken possession of the mattress and it isn't in a warehouse for delivery. This is robbery and they are frauds. I did not receive the product. I was not restocking it. They take your money, charge your card, and do not provide the product as they say. *** Delivery is also fraudulent.

    Serta Simmons Bedding LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.