ComplaintsforSerta Simmons Bedding LLC

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Subject: Complaint Regarding Defective Mattress Purchased on 12/30/22 I am writing to formally lodge a complaint regarding the Serta mattress I purchased on December 30, 2022. Despite being just over a year old, the mattress has developed significant issues that have rendered it uncomfortable and unsuitable for use.From the onset, the quality of the mattress has been disappointing. Most notably, there are now massive dips in the mattress, which have drastically affected my ability to sleep comfortably. This is unacceptable for a product that is supposed to come with a 7-year warranty.I initially reached out to the vendor on 2/17/24 to report these issues and seek a resolution. Unfortunately, my concerns were not addressed, and no assistance was provided. I made a second attempt on 7/5/24, but again, received no response or support.I am highly dissatisfied with the lack of response and support from both the vendor and Serta. Given the warranty and the significant investment I made in this mattress, I expect a prompt and satisfactory resolution to this issue. I request that Serta honor the warranty and either replace the defective mattress or provide a full refund.Please contact me at your earliest convenience to discuss the next steps. I hope to resolve this matter quickly and amicably.Thank you for your attention to this matter. I look forward to your prompt response.Sincerely,***************************

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Lumps in a mattress still under warranty

• Initial Complaint

  07/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  EMAIL Sent Fri, Jun 28, 12:08PM to Serta HOLE IN ********************************** Order #****-1057-8963-3716 Someone needs to come pick up this mattress ASAP!iComfortECO Q20GL Mattress Plush Pillow Top - King $2499.00 Decided to cancel the order for replacement mattress on 7/8/24 Called: 7/15/24 ***** Told will be picked up on the 18th CANCELED Pickups:July 2 July 5 July 8 July 9 July 10 July 12 July 15 July 18 July 19 July 22 July 23 Rescheduled to July 25 July 23: Received email ******** here on the Serta.com CX Team. I looked into your order and found that the *** hub scheduled to pick up your mattress is either closed or in the process of closing. We are so sorry for the delay and for not reaching out sooner. We appreciate your patience during this process.I have gone ahead and rescheduled your pick up with the next closest *** hub which is in ********. The earliest date I could schedule is August 22nd, so I am hoping that when they reach out to you, you are able to schedule something sooner.THE MATTRESS IS IN OUR GARAGE. WE ARE NOT THERE AS A SECOND HOME. HOPING IT'S NOT GETTING INFESTED WITH COCKROACHES.THEY WILL NOT REIMBURSE US UNTIL THEY PICK UP THE MATTRESS.Item Subtotal$2,499.00 ************************** Recycling Fee ?Discount-$300.00 Tax$158.56 Order Total$2,507.56

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a Serta Mattress through US Mattress in January of 2024. After many months of not receiving my order the Serta **** ************************ disclosed that the mattress I purchased was no longer in production and could not be delivered. It was offered at that time to delivery to me the new model of that line of mattresses. It was not disclosed to me what the name of that mattress was. In April a mattress was delivered. It was discovered by me, after they had taken my existing mattress, that what was delivered was a downgraded mattress that I was significantly overcharged for. When I contacted the company they apologized and said they would be redelivering the correct mattress. That was in April. I have continued to follow-up and have sent over 40 emails to the rep and district manager ************************** and neither can give me a response.

  Business response

  08/01/2024

  Hello *********,

  We have received your BBB complaint regarding a Serta mattress purchased through American Mattress. We are truly sorry to hear about your experience with American Mattress. After reviewing your case, you will need to contact American Mattress directly for a resolution. Having purchased through an authorized retailer, is is the responsibility of the retailer to ensure products purchased through their store locations are processed and delivered appropriately. 

  We see that there have been previous correspondences with Serta's Customer Experience team. While we can certainly point you in the right direction, our support is limited as the issue you have described can be and should be resolved by American Mattress. 

  To contact American Mattress, please email their support team at <**************************************************> or visit their Contact Us page via their website here: ***************************************************************

  All the best.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased a Beautyrest Black Series One *****" Medium Pillowtop Mattress Set - Queen from Macys on 6/14/2024. The box spring had a hole in it and scrapes and scratches. I refused the entire delivery. I was set up with another sales check #********. The mattress I received on 6/29/2024 had a half inch piece of fabric sticking out the side of the pillow top and there was cotton sticking out of it. I spoke with ***** at ****** furniture department and was set up with sales check #******** for an exchange. She made an unusual statement about the mattress but reassured me that the mattress will be new without any defects. On 7/6/2024 The wrong mattress was delivered to me. I spoke with a Supervisor named ****** to file a complaint and express my concerns and asked if this can be expedited since the mattress I have smells really bad I am unable to sleep on it. He said there is nothing he can do and I have to wait another 10 days for the correct mattress and box spring to be delivered to me. Since 6/14/2024, I have had 3 failed delivery attempts due to defects in either the box spring or the mattress. This mattress that was delivered on 7/6/24, I discovered the labels on the mattress were not the original labels for that mattress! Somehow the labels were switched to make it appear like it was the mattress that I ordered, which is illegal. On 7/9/2024, I called Serta Simmons Bedding ******** location where the mattress came from and spoke with *******. She confirmed the labels do come from them, the manufacturer, and it is then shipped to the retailer, in this case ******, which means the manufacturer mispresented and mislabeled their own product. This is illegal and misleading. I asked to speak with a manager, and I was told that there was no manager available, but one named ********** would call me back. I have not received a call back yet.I am now waiting another 10 days for a new mattress and box spring to be delivered to me. This will be my fourth delivery!

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  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.

  Business response

  07/18/2024

  Hi *********,

  We've received your BBB regarding an electric blanket purchase through ******* Let's go over some important information to consider as you move forward with the claim. 

  There are authorized manufacturers who are allowed to use the Serta brand name on the products they produce. The heated blanket is one of these items. 

  For all warranty related claims, you will need to reach out to the manufacturer directly. Your heated blanket was manufactured by JLA Home. JLA can be reached by email at ***************** or by phone at ************ between 7 am and 3 pm PST. When contacting them you will need to provide them with your product model and original purchase receipt to receive the fastest assistance.
  
  We hope this information is helpful.
  
  All the best,

• 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 

*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. ↩