ComplaintsforSerta Simmons Bedding LLC

• Initial Complaint

  08/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought my mattress and box spring set on 8/08/2018. The box spring broke and has deformed the mattress. I contacted Beauty rest and filed a claim on 7/4/2021. They rejected my claim July 7 2021 due to an "Insufficient Foundation." I bought them as a set. They originally evaluated the bedframe as the box spring and said the slates were not close enough. I called back the same day and they sent it to be reevaluate. It was rejected again July 16th for the same reason, called them again they said it is going to be reevaluated, and a manager would call be back. They never called and I never got an update. I called them again today 8/30/21 they resubmitted the claim. It was immediately rejected and I was informed I had to wait 90 days for it to be evaluated again. What am I supposed to sleep on for 90 days! I have done everything in good faith to get this solved and everyone agrees they were wrong in the evaluation, but no one has helped me. Case ******

  Business response

  10/29/2021

  Business Response /* (1000, 16, 2021/10/18) */ Dear Mr. *********, Thank you for allowing us the opportunity to assist you. We are sorry to learn of your dissatisfaction. Our limited warranty excludes damage such in the case of your box spring. The lack of support from the damaged box springs caused damage to the mattress which voided your warranty. Please be on the lookout for an email from us with available options. Thank you.

• Initial Complaint

  08/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered two mattresses and a box spring (July 24th). Although I wasn't supposed to be charged until it shipped, the payment was immediately taken from my account and I was told that the full mattress would be delivered by August 15th. The queen set would come in September. So our carpenter started with the full sized bed. Then, Serta/Sam's Club shipped the queen and accidentally charged me for the full. They took the correct payment without any warning and without the correct shipping date (costing me $70 in bank fees). Then, when I was told that the full would take another month, I cancelled the order for the full. I have spoken to SIX different Serta representatives (via Sam's Club). Not only have they not cancelled the order, they shipped it anyway! I was charged for it (which cost another $35), and no one has come to pick this mattress up. I want my money back. When I call for assistance, the representatives blame FedEx. Please help me get my refund.

  Business response

  09/09/2021

  Business Response /* (1000, 5, 2021/08/26) */ Dear Ms. ****, We are sorry to learn of your experience and dissatisfaction. We are reviewing your concerns and will have a representative contact you as soon as possible. Thank you.

• Initial Complaint

  08/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ON 5/11/21 I ORDERED A MATTRESS FROM THE GUEST PURCHASE WEBSITE, OH AND THEY TOOK MY MONEY IMMEDIATELY!!! I PAID $950.47. WE LEARNED OF THIS MATTRESS FROM A BRAND NEW HOTEL IN FLORIDA WE STAYED, AND WHAT WAS DELIVERED TO US MAY 28, 2021 WAS NOTHING AT ALL LIKE THE ONE AT THE HOTEL AND SUPPOSED TO BE THE VERY SAME THING. WITHIN 2 WEEKS THE SIDE OF THE MATTRESS BLEW OUT AND IS SIDE SAGGING HORRIBLY. WHEN YOU LAY ON IT YOU ROLL DOWNHILL OFF OF THE BED. IT HAS A 10 YR WARRANTY AND THIS HAPPENED WITHIN 2 WEEKS! IVE BEEN EMAILING AND CALLING SINCE JULY 3, 2021. I KEEP GETTING THE RUN AROUND AND TRANSFERRED TO MANY DIF DEPARTMENTS, THEY ONLY CORRESPOND THROUGH EMAIL & CANT SPEAK WITH ANYONE. FILED ONLINE CLAIM AND GOT CONFIRMATION THEY REC'D IT, THEY CLAIM THEY CANT FIND IT. SO I CERTIFY MAILED MY CLAIM ON FORM THEY SENT ME THEY SIGNED FOR IT 7/26/21 THEN WANTED PHOTOS OF OUR BOX SPRING, NOTHING IS WRONG W/IT, THEY REC'D IT 8/9/21-NO RESPONSE, IVE CALLED MANY TIMES & GET RUN AROUND.

  Business response

  09/08/2021

  Consumer Response /* (2000, 8, 2021/09/02) */ I did hear from them.... they say they are working on a replacement, so we'll see. That's all I know at this time.

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