ComplaintsforSerta Simmons Bedding LLC

• 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

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company offers 10 year warranties on their mattresses but then because of manufacturer defect they don't uphold after only 5 years is why I'm filing a complaint. A small stain not anywhere near the part of a mattress that is sagging several inches is not a reason to deny a claim. There is a big difference between a stain and a flaw in craftsmanship of their product. I paid over 3500 dollars for this mattress and the recommended adjustable base for it as well only to have a left arm going numb constantly which my physical therapist says is from my bed. I can't believe a company says they stand by their products yet these kinds of terms and conditions have to be met to warranty claim on their products. How can anyone expect to keep a mattress brand new and still sleep on it every night in order to claim on a warranty? These terms and expectations are ridiculous considering that the flaw has nothing to do with why the claim was being started in the first place.

  Business response

  02/28/2024

  Hi *******,

  We've received a BBB complaint regarding a warranty submitted through Mattress Firm. We are sorry to hear about your experience. There is some important information to consider as you continue to work towards a resolution. 

  Beautyrest partners with many authorized retailers like Mattress Firm who sell our products. Based on their original point of purchase, consumers are subject to the terms and conditions outlined by each retailer including and not limited to additional fees for exchanges, returns, or warranty claims. 

  As the Serta Simmons Bedding Customer Experience Team, we believe your warranty submitted through Mattress Firm was evaluated based on the limited warranty offered. 

  I've reached out to Mattress Firm to request they reevaluate the claim based on your comments provided in this complaint. We cannot guarantee what Mattress Firm's findings will be but they should be in contact with you in the coming business days. 

  All the best

  Customer response

  03/01/2024

   
  Complaint: 21341966
  
  I am rejecting this response because:

  I do appreciate the efforts.  And I do understand mattress firms side of things.  I realize the warranty terms are formed in the ways they are for a reason.   However the reason I directly put my claim on BBB.com is because this is clearly a case of a flaw in craftsmanship.  The warranty voided because of a stain is due to a sanitary issue and the removal of the mattress we have claimed on. Which ok. I get that.  But that little stain did not cause the unbelievable impression in the bed itself.  The pocket coils inside the bed clearly are the issue.  I assume also there is a reason you discontinued the alcove plush line of mattresses.  Mattress firm offered me an 1170 credit towards a new mattress.  Helpful as that *** be to go get a mattress for 1200 Is a huge downgrade from what we had.  Don't get me wrong. At first I couldn't be happier with the mattress.  But about 4 years in it started to fail.  I should have claimed on it a long time ago but life happens, and were all busy people.  I didn't think when I did I would have this much complication.  I would prefer to get another one of the beautyrest series of mattresses, which ****** learned, always keep mattress protection on it even though I bought a cooling top mattress to keep me cool at night and breathable.  Mattress protection kinda inhibits that but like I said ****** learned.  All things considered I'm hoping since this was a manufacturing defect and a flawed design that Simmons would somehow compensate as well to accommodate my return business.  Please let me know your feelings on this situation at your soonest convenience.  I appreciate your consideration in this matter and I do apologize for being a pain.  I'm just not completely satisfied with this outcome.  
  
  Sincerely,
  
  ***************************

  Business response

  03/11/2024

  Hi there,

  We received the following update from Mattress Firm who reevaluated the warranty claim:

  We reached out to the guest and were able to assist the guest with a partial in-store credit. The guest is satisfied with the outcome.
  
  ***********************
  Client Relation | Mattress Firm
  Office Phone: ************
  Improving Lives One Relationship at a Time
  Monday-Friday 9:00 AM-5:30 PM EST

  Our Serta Simmons Bedding Customer Experience Team is accepting this issue as resolved. 

  Best Regards

  Customer response

  03/11/2024

   
  Complaint: 21341966
  
  I am rejecting this response because:
  I never said I was satisfied. I said I was appreciative of their efforts on the situation.  And that I thanked them for the partial in store credit.  As I stated in my previous message however, their reason for only offering the partial credit is due to sanitary issues and policy's on there end of the deal.  It doesn't change the fact that this was a manufacturing defect.  But that's fine.  We can just leave yet another nasty bbb review on your company showing how you are unwilling to uphold warranties due to manufacturing defects.  If you would like to send a tech out to see how bad of a defect it is be my guest.  But a stain on the top did not cause the sink in that mattress.  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi. I buy the bed pretend having good rest and sleep comfortably but since buy it my wife and i. Have a several back pain . I sleep many times in my living room couch and felt better to the bed. I pay (i consider too high price to you product and dont work for us)

  Business response

  03/11/2024

  Hi ********,

  We received a BBB complaint regarding your mattress. I don't see that you've ever contacted our Customer Experience Team ************************************* I'm you felt filing a BBB complaint was necessary. We're happy to help as much as possible. 

  I see that you've requested a refund. Your original point of purchase would be responsible for issuing a refund as they are the ones who processed the transaction. Serta Simmons Bedding is not offering a refund as we do not have access to your original order, payment, or order information. 

  Instead, if you believe you are experiencing a manufacturing defect we invite you to fill out our online warranty claim form: ************************************************************************************

  Please note that the limited warranty offers a replacement for the same make/model or comparable model if applicable in the event a defect is determined. 
  
  Kind Regards

  Customer response

  03/11/2024

   
  Complaint: 21327929
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************** i talk with the vendor she talk w/manager store and him say cant i don *******

  Business response

  03/20/2024

  Hi ********,

  We are sorry to see you are rejecting our response to your BBB complaint. Having stated you asked for a refund from the retail manager who denied your request, we suggest you file a complaint directly with the store rather than the manufacturer. 

  We are more than happy to pursue a warranty claim for a replacement mattress. However, if you are only wanting a refund you will need to continue your request at the store level as they are the only ones who have access to the original transaction. 

  All the best

  Customer response

  03/21/2024

   
  Complaint: 21327929
  
  I am rejecting this response because:
  The manager told me camt do nothing about.and dont want give proof to my visit at store to fix the problem 
  Sincerely,
  
  ***************************

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the mattress in 2021. After one year the mattress started to sage on both sides of the mattress. According to the warranty if there is a 1 1/2in dentation they would replace. I contacted Serta and they stated that this was normal wear. After one year this should not happen. I had to buy another mattress due to back issues now from that mattress.

  Business response

  02/19/2024

  Hi ********,

  We've received a complaint regarding your Serta mattress. I am sorry to hear about your experience! Based on the photos you've provided, the mattress is showing signs of a defect and should be covered by the 10-year limited warranty Serta offers. 

  I've researched your contact information and do not see that you've been in communication with our SSB Customer Experience Team (available at ************************************* If you purchased from a retailer, you may have been speaking with a team who works for the retailer but support Serta branded items. 

  I'm glad you've found our team because you should have been offered a replacement per the limited warranty. 

  To complete your claim for a replacement mattress we require the following information:

  1. A copy of your invoice or receipt to verify your purchase
  2. A clear photo of the mattress tag indicating its make, model, and size
  3. Clear photos of the issue you're experiencing (you've already provided these photos)

  Once we can verify your purchase and the mattress by its tags, we'll be happy to process a replacement. We look forward to hearing from you. 

  Best

  Customer response

  02/19/2024

   
  Complaint: 21272515
  
  I am rejecting this response because: I did get  a response from the company they are the ones that rejected my claim. I already bought another mattress. I would like a refund. 
  
  Sincerely,
  
  ***********************************

  Business response

  02/19/2024

  Hi ********,

  We 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 a third party authorized retailer and they would be responsible for issuing your refund in the event of a return. We cannot guarantee that this is something they would offer as every authorized retailer has their own terms and conditions for returns but you certainly may ask your original point of purchase if this is an option for you. 

  In the Serta warranty card you attached on your initial complaint, it states Serta will either offer a replacement or repair the damaged item. In your case, you would be eligible for a replacement after you provide the following information needed for a claim (proof of purchase and a clear photo of the mattress tag).

  If you are interested in receiving a replacement mattress, please let us know. We're more than happy to continue the warranty claim. 
  
  Kind Regards

  Customer response

  02/19/2024

   
  Complaint: 21272515
  
  I am rejecting this response because: This business is not willing to refund my money there for I am reporting the business as poor choice and your mattress company as well. I would not encourage anyone to buy this product from your company and Mattress Firm
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  02/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Serta mattress a few years ago. I filed warranty claim in November and it was accepted. The edge of the mattress broke apart. My mattress wasnt made anymore, but was promised the most comparable mattress. The mattress was shipped, but later lost. The second mattress arrived Friday. The delivery men said they could not take the broken mattress so its just sitting in my garage. I am not able to move it. The new mattress is NO WHERE near comparable to my old mattress. Its like sleeping on concrete. My arms both go to sleep the mattress is so firm. I am now sleeping on my couch. The pain in my back due to the new mattress is unbearable. This has been horrible experience for a very expensive mattress.

  Business response

  02/05/2024

  Hi *********,

  We've received your BBB complaint regarding your warranty claim. I'm sorry to see you felt a BBB complaint was needed. Reviewing your case I see that you've been in regular communication with our Customer Experience team who is helping as much as they can with regards to a replacement.

  From the team, they are in communication with you now to decide a replacement outside of our normal warranty process. We're happy to have you reselect a mattress that will better suit your sleeping needs. We're also happy to offer a free removal through our delivery partner when the new mattress arrives as well as a removal for the mattress that is currently in your garage. 

  Please let our Customer Experience team know if you have any other issues, questions, or comments. 

  All the best.

  Customer response

  02/05/2024

   
  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

  01/30/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Serta refuses to honor the warranty for a failed Serta iComfort mattress we purchased. We have provided evidence that the mattress has failed within the scope of the warranty coverage, however Serta states they are not going to honor their warranty in their response to the failed mattress. We have 2 of these mattresses, and we proved beyond a shadow of a doubt that one of the two have failed compared to the other one due to manufacturing defects. We have uploaded receipts and proof.

  Business response

  01/31/2024

  Hi ******,

  We've received your BBB complaint and appreciate you taking the time to share your experience. Reviewing your claim including the photos provided, we cannot indicate a manufacturing defect which qualifies for a replacement per the limited warranty we offer.

  You may read the Serta Warranty here: ***********************************************************************************************************************************

  However, if you believe a replacement would be best we would be happy to offer a one-time courtesy replacement. We're only able to make this exception once, so for the remainder of the warranty period (valid through March ****), the only way we will replace the mattress is if there is a very clear defect present and shown in photos.??

  The current make and model of mattress you own is no longer in production. For the one time courtesy replacement, wed like to offer the most up-to-date and comparable model we have available on Serta.com, the iSeries Hybrid **** Firm, twin XL size free of charge (retail price $1,899.99 plus tax).??

  If you'd like to review its features, check our website here: *************************************************************************************

  **You must choose [TWIN XL], [ENHANCED], and [FIRM] on the website. ??

  We ship using our partner RXO, expected delivery is between 2-4 weeks. When the replacement arrives, RXO will remove your current mattress. We certainly don't want you to go without a mattress, so the swap will be done during delivery.??Please respond directly to this email if you would like to move forward with the courtesy replacement. ??

  All the best.

  
  

  Customer response

  01/31/2024

   
  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.  I will accept their response to replace the mattress with the offered Twin XL, ENHANCED, FIRM Replacement Mattress as offered and will be delivered to my address by RXO to *********************************************************; 30022. 
  
  Sincerely,
  
  *****************************

   

   

  MESSAGE FROM BUSINESS:
  
  Hi ******,
  We've received your BBB complaint and appreciate you taking the time to share your experience. Reviewing your claim including the photos provided, we cannot indicate a manufacturing defect which qualifies for a replacement per the limited warranty we offer.
  You may read the Serta Warranty here: ***********************************************************************************************************************************
  However, if you believe a replacement would be best we would be happy to offer a one-time courtesy replacement. We're only able to make this exception once, so for the remainder of the warranty period (valid through March ****), the only way we will replace the mattress is if there is a very clear defect present and shown in photos.??
  The current make and model of mattress you own is no longer in production. For the one time courtesy replacement, wed like to offer the most up-to-date and comparable model we have available on Serta.com, the iSeries Hybrid **** Firm, twin XL size free of charge (retail price $1,899.99 plus tax).??
  If you'd like to review its features, check our website here: *************************************************************************************
  **You must choose [TWIN XL], [ENHANCED], and [FIRM] on the website. ??
  We ship using our partner RXO, expected delivery is between 2-4 weeks. When the replacement arrives, RXO will remove your current mattress. We certainly don't want you to go without a mattress, so the swap will be done during delivery.??Please respond directly to this email if you would like to move forward with the courtesy replacement. ??
  All the best.

  Business response

  03/11/2024

  Hi ******,

  Thank you for confirming accepting a replacement. The replacement has been processed and you should have received a confirmation via email. If not, here is a copy of your free replacement order and order number:

  ***************************************************************************** (input your email address to review)

  Order Number: 9229-2960-1256-3188

  You're all set!

  All the best

  Customer response

  03/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that if they actually deliver the mattress this time I'll accept their request.  Please note they have said they ordered it this time, but there is no tracking information and no eta on delivery and the order states they cannot guarantee it will be delivered.  So if it's not delivered by end of March, we will have to open the case back up yet again, as their phones are disconnected and they won't answer to even provide replacement order status.
  
  Sincerely,
  
  *****************************

*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. ↩