Reviews

There factory in ********* ** is an absolute sweatshop they work there employees 11 hrs a day 6 days a week they treat the employees very poorly for lack of a better word this place should be investigated

I bought a mattress from Serta Simmons Bedding LLC on ******** and within six months, it's already sinking and deteriorating. Despite weighing only 140 pounds, the bed shouldn't be showing such signs of wear so soon. I reached out to Serta Simmons Bedding LLC on ******* to explain the issue and request a replacement under their 10-year warranty, but I haven't received any response from the company.

Purchased an iComfortEco Firm King for $2260, including mattress cover and tax, from Gardner White. After six months, it was time to rotate the mattress. I'm a petite 70-year-old woman and tried a handle to start the process. Heard a rip, saw that it had occurred beneath the handle. Called the retailer, who suggested it was a manufacturing defect and told me to send photos to a number she provided, and their "Mattress Inspection Team" would come out between 8-5 on Thursday (5 days later). I sent them the photos, got an acknowledgement that they had received them, and waited at home on Thursday to no avail. Called them Thursday at 6, a different person said they were waiting on my photos, when I protested she looked again and found them. She then said she would check right away with a different branch store and call me back the next morning. No call. I called them Friday afternoon and was told by yet another person that they had checked with someone who represented Serta and that I shouldn't have lifted by the handle. Called again the next day and got a GW corporate office who said handles were for "situating the mattress, not lifting". I say poor workmanship (I "lifted" only a couple inches to judge the weight), and don't provide handles if they are not to be used for turning the mattress. They clearly have no intention of following through on their 10-year warranty, despite my having paid $180 extra for their cheaply made mattress cover in order to be covered by their "mattress protection program". "Lipstick on a pig" is an apt way to describe this expensive cover over this ill-made pricey Serta mattress.

Buyer Beware about this manufacturer. I bought 2 identical mattresses of the Serta brand from Mattress Firm in *************, ********. One totally collapsed within a year. Neither Serta nor Mattress Firm are honoring the 10 year guarantee, each one passing the responsibility to the other. Despite repeated photos taken, procedures followed, calls by me and forms filled out online this has never been resolved. The springs collapsed in the middle of the mattress and now they say case closed. It is unacceptable to sell such a shoddy product, when dealing with people's well-being and it is equally unacceptable for Serta and Mattress Firm not to offer due support. There should be a consumer agency that expedites these claims and prevents defective products from being allowed to be sold without a true guarantee or support. Calling out Serta and Mattress Firm for terrible products and customer service. I expect a solution better than this.

I bought a low voltage heating mattress pad with a Serta 5 Year warranty. It broke two years latter. I called many Serta numbers and no one did anything to help. If they don't have the product anymore they will not give you a refund or credit. Don't buy Serta.

I have had the most incredible service from Serta. In or about 2019 I bought an ************************************ from a super fancy furniture store in **************, **. In 2021, I moved back to ******* and began having problems with my mattress. The sides were caving in. I contacted the warranty department and received the most caring, considerate, thoughtful customer service. I was given several options, all of which I felt were very reasonable, which I declined. I decided to keep my mattress due to pretty serious medical matters. Then I began noticing the bed getting worse. The middle was caving in and it pretty much hurt me to sleep on, so I decided to contact customer service again and see what my options were. I bet I have ***** emails back and forth they were so helpful. Much time went by. I tried to find a new mattress but no stores had all the models to try. Then I guess I gave up, but today I contacted customer service again and they them I needed to make a decision. The man I spoke to today was the kindest, most considerate customer service rep I had ever talked to. He was so kind to me that it brought tears to my eyes. He got my problem solved immediately, helped me pick the right bed and now my new bed is on order and will be arriving soon. I read some of the other reviews posted and my experience dealing with this company has been the complete opposite to many of the other customers. Honestly, I received exceptional care each and every time I contacted this company. I honestly didn't even know my mattress came with a warranty. This company helped me with all that and I am forever grateful for the excellent customer service I received.

Warranty requirements are unreasonable and seniors and disabled are unable to meet their requirements.

Never had an issue even with warranty, if you actually read their warranty you can see what is and isnt covered. When I bought it the store told me all of the ins and outs of the warranty. As long as you buy it from a reputable retailer, you will be fine. It may also be that I have a Beautyrest and not a Serta so there is that.

I also purchased a Serta mattress and box spring. The mattress is sinking in the middle, AND SO UNCOMFORTALE. I contacted Serta, took pictures, measured with a string as they told me to do, from one side of the bed to the other side. Sent photos of all the tags, purchase date, how old the mattress is, top, bottom, etc. They said since it was a "floor" model there is no warranty. I WAS not told that when I purchased the two pieces. The company in ********* is no longer in business where I purchased this. Serta told me since it was a "floor" model they would not cover their product. When I laid on it in the store it was TOTALLY covered in plastic, NO HUMAN ever laid their body on the actual mattress. And I bought it that day. Serta does not stand up to their product. DISGUESSED CUSTOMER. I want others to know this, before buying Serta.