Serta Mattress Reviews

After spending nearly $1,400 for the set, Serta does not stand behind the product. The copy of the warranty they sent me was dated nearly a year after my mattress manufacture date and was for their standard mattresses and not the foam mattress warranty, which is different. If you check the warranties online, you can see that the foam mattress sag dimension is they have to be over 3/4", which my mattress exceeds. I am going to be forced to buy another mattress, but you can be assured it will not be a Serta and I am going to be sure that anyone I speak with who is looking for a new mattress will be aware of my experience.

If I can save one person from ever purchasing this particular bed, writing this will be worth it. I see the fellow Art from Las Vegas has his own issues with this bed as well. For that amount of money, this bed is way out of that category in price. No support and yes, it is like climbing a mountain to find a comfort zone. I only wish there were higher standards in the mattress industry or some quality control for the consumer to protect us. I wanted a complete refund, period. No exchange. At that price, I should have had some options.

Unfortunately, this mattress has made it worse because of the ridges in it, sags in other locations, it is somewhat like a hill and valley approach to try to find a sleeping spot that has not been permanently indented from previous sleep nights. The memory cell material used in this mattress is very strange and leaves grooves and sink holes up to 2 inches deep.

I would appreciate a posting from anyone else that has used this particular Serta mattress - iComfort prodigy - so that I can compare notes with you as to the problems you have experienced. As of 2 months ago, there were 85 complaints registered on Google and consumeraffairs.com of all mattresses. I would like to get as much feedback as I possibly can from anyone that has had experience with just this particular mattress iComfort prodigy. These comments would be very helpful to me in trying to get some action out of Serta for a respectable replacement.

Two days later, I get a call from a store associate telling me there is nothing they can do for me because the mattress was stained. I told him the mattress had no stains, not one because we used a waterproof mattress pad and there are no signs of stains whatsoever. I then asked him to come and look at the mattress himself instead of sending his delivery drivers by, but he just laughed and said he couldn't do that and that there was nothing else he could do for me.

Now, we have been sleeping on this on for about 3 weeks and guess what?! It is sagging in the middle. So we called ShopNBC and for us to send it back, they will charge US $200.00 for restock fee. And when they delivered our set, they took back our old one. So if we do send it back, we have nothing to sleep on! Wow, that’s just great. They don't tell you these things when they are taking your money, which is right when you place the order, but yet you don’t get the bed for 24 days! My husband can barely get out of bed lately since our "new" bed is like a bowl. It’s not even 2 months old. What a piece of crap.

Sorry, but I am 105 pounds and after only 1 1/2 years, they can't tell me that there is no support left unless it is poor quality and in which case, should be replaced. This is a scam that Serta hires these inspectors and they are told in order to keep their jobs, they must lie on reports about valid problems. In today's world and economy, who can afford not to have a job? So the inspectors lie. I just want the issue resolved. I believe that I am not the only one according to all the blogs I have read about Serta. Just wish I had read them before I spent money on a new mattress. I really hope someone can help me.

Now they are saying Serta must replace it. Serta says it's not at the inch and a half mark. So we're supposed to sleep on a mattress that is not what we paid for until it hits that inch and a half. Not to mention keep paying for it. Oh, and the owner of the store says that this is normal for a plush bed to sag some. Normal? After 2 weeks! This is **! Do not buy a Serta. This is a freaking nightmare!

They had an inspector come out. He took my verbal report, took pictures, and pushed slightly on the mattress. Serta's answer to my complaint was "Based upon the inspection and pictures of your set, the issues you expressed are not covered under Serta's warranty (body impressions/sagging within tolerance)." They said I will have to live with it. A mattress should feel just as comfortable in one side as it is in the middle or the other side. You should feel no difference. Serta stated that the inspector was not allowed to lay on it and that it is only a visual inspection. What a joke. If you can help resolve this issue, it would be much appreciated.

Their customer service rep Leslie ** said, they weren't going to charge me to send it back and that I would get a complete refund. When I called back to say I wasn't strong enough to get it in the box, I was told if I kept it I'd get a refund of the shipping costs which it was free shipping, and this Leslie ** said it was being shipped back for free. Very confusing and very disheartening as I am now stuck with a gunny sack.

It was a $155 lesson in how low American companies have stooped in these tough economic times. Just send me what I ordered or charge a little more. I would have paid even $50 more to get what I ordered and have the quality product and peace of mind.

After 14 months of e-mails, telephone conversations, taking and sending pictures, they agreed to replace the mattress once again. This time we elected to select a different mattress and were delivered a King Serene. We had to pay for delivery. What a slap in the face after spending over $2500.00 initially. The King Serene is now doing the same thing. I have contacted the retailer and Serta to no avail. The retailer tells me to contact Serta and Serta tells me I must work through the retailer. The retailer is changing business names (I wonder why) and I have been told to my face by the store employees that they don't care that I have a problem.

Little did we know what a huge mistake it would be! The mattress that we received isn't even close to what we laid on in the store. It is so hard that we haven't been able to sleep through the night for the last two weeks since it was delivered. The mattress we received has completely different materials than the in store model.

Serta and the dealer completely misrepresented this mattress and obviously do not care about their customer's satisfaction or the poor reviews they will continue to receive if they don't improve their product. I would have never agreed to the firm if the in store model felt the way this mattress does. The local dealer refuses to work with us and after reading all these reviews, I doubt if Serta will do anything for us either, even though we plan to keep trying. We also plan to share our experience with everyone we know and will never recommend a Serta to anyone!

I wish I would have read these reviews prior to going to your store. He had someone call me, a regional manager, who gave me even a bigger attitude! I was done. I cried, sobbed and demanded for them to come to get their product out my house and to give me my money back. He suggested that when you buy milk at the store you can't return it after you open. To what I responded, "You can return milk at the store if you have your receipt." What kind of analogy is that? It doesn’t even make any sense. The people who delivered took the plastic off and it had only been in my bedroom for ten minutes. I never even slept on it! These people have no principles! They threatened to keep 15% off the total if I wanted a refund. They wanted me to sleep on it for 60 days first. Ahh! The nerve of these people, I thought.

Once they have your money they act as if they're doing you a favor and that you should be grateful. I hated the way they made me feel. I couldn’t stop crying. I kept calling the store to make sure they were picking it up. They did. The sales person admitted that he called Serta and they confirmed that they were using different materials on the rest of the bed. He offered to sell me the one I had tried at the store which I would have been willing to consider after I got my money back for the first one. Until I went back to the store and got my money back. He was never apologetic and would not even make any eye contact with me after returning the money to my account. He turned his back and would not look back. I had to get his attention to thank him and shake his hand. After reading these reviews, which are over a year old, I see that nothing has changed. I do believe their experience was as real and as horrible as they said it was. When a business has principles and is sure of the quality of their service and product, their last concern is what the competitors have to say about them. The quality of their service and product should speak for itself. I'm still in search of a new bed, scared but hopeful.

After notifying "Lynch" (as late as 12/15/11) of the repeat sagging condition occurring with this replacement they agreed to send an inspector to review the problems, he took a measurement of sag depth (& photo). They notified us on 12/28/11 that the depth was not sufficient to meet the criteria of 1 1/2 inches to qualify for replacement.

I questioned this response and they claimed they didn't know the detailed results of what their inspector reported. As a result my Wife & I no longer can sleep in this bed which results in severe back and other body aches. We are Seniors age 79 & 82. Any help or suggestions you may offer to assist us in getting this mattress replaced from the Mfg. or Lynch" will be appreciated.

The promise was that if I was not satisfied with the Icomfort he would return the $906.31 and let me go back to another queen size Eclipse. He asked only that I give the Icomfort a proper trial. i.e. not return it until I had slept on it a while. I upgraded on October 25, 2011 and have slept on it for over two months now. I have multiple medical problems and take morphine and ** for pain management mostly to deal with neck, back and hip pain. The mattress is simply too hard. I feel I have lived up to my end of the bargain and would like for Mr. ** to live up to his.

I have contacted his manager twice and he assures me he has passed along my message. I do not know what else to do and would appreciate any help you could provide. I walked into Mr. ** store on September 20, 2011 and I still do not have a bed I can sleep on comfortably almost 4 months later. If you can help resolve this I would be greatly appreciative.

As employees, we were forced to have quotas and were threatened that if we returned too many as defective, the owners of PMI would threaten to force inspectors to pay for them because it was costing Randy and Dwayne too much money after supposed pressure from manufacturers. In addition to false inspection outcomes, the owners themselves would falsify inspection forms and forms were seen online as completed, detailing one of the owners being in two cities and states at once conducting inspections. The funny thing was, one inspection was approved as a defect by them, the owners, and the other inspection was found to be not defective by the same person/owner.

Among other threats, that we better not make waives or it would cost us our jobs. I found inspection reports of the owners, with inconsistent results and photos and when questioned about them, they make it known I was not welcomed. I felt I had to quit because I did not want to any longer be apart of this fraud that often hurt elderly people by them not getting their mattress warranty honored. I still have dozens of inspection reports and photos on my computer.

When the delivery men delivered it, they bent the mattress. I complained and emailed Lockhart. When it got set up, I saw that it was also dirty. I told Lockhart this. They told me to use some cleaning fluid on it (but the warranty said do not do this or it would void the warranty) but my old mattress was not dirty anywhere. She told me if I was not happy in a month or so to call and they would replace this mattress. The mattress looked like it was a used mattress and now I am positive that it was. They came and got it right away.

When they brought another mattress set (again decided by the "used car" salesman), it was a 10-year warranty and not 30-year, Pure Response, latex, hard as a rock, heavy, and really nothing like we wanted. The salesman kept insisting that we wanted a firm mattress. I kept telling him no, and he got mad and yelled at me.

After less than 1 year, this mattress has started to sag badly. It also is hot and makes us sweat. I called and emailed Lockhart. The used car salesman came again. This time he told me what they would replace it with and I told him I wanted to know choices on what they had and an explanation on how they were made and what they were made of this time instead of just taking what he told me to take. He really got mad. He knows nothing about the mattresses and his ignorance makes him mad at me. He then would not answer my calls or return my calls.

I emailed to the plant and got no responses. No one would talk to me when I kept saying I just wanted to know what options and choices I had and I needed someone to explain it to me because I don't know the different types of mattresses and what makes them do whatever. I also wanted a 30-year warranty not a 10-year warranty mattress since that is what I bought. I was told I would not get a 30-year warranty because they don't have them anymore. He kept telling me that the one I have was a 30-year when I can read and everything says that it is a 10-year warranty. I have a copy of my warranty and it states it will be replaced, no freight charges, for the first 10 years at no charge whatsoever. Then it will be prorated for the next 20 years. I am still in the first 10 years.

Now they won't talk to me, they sent me a check that they say is to cover what I paid, less the freight and other charges, and said they cannot satisfy me so I have to go somewhere else. They will not honor the warranty and for me to go to **. You know what I mean.

I have tried to call corporate but a nasty girl told me there is no email or phone number and I can only mail to corporate. She even lied and said she did not know and did not have and could not get the phone number or email for the corporate headquarters. I knew that that was a lie but what can I do? Nothing.

I filed a complaint with the Texas Attorney General consumer complaints office. They will do something maybe if there are enough complaints. They may not if I am the only one. I cannot imagine that I am the only one in Texas with a complaint against Serta. Or am I?

We just returned from a 5-day Caribbean cruise; on which I had no breathing problems and felt better than I had since the beginning of the year *did I mention that I am a happy, energetic 45 year old?* and, in less than a week back home, I am now suffering breathing problems again, which worsen when in the bed. No new pillows, no new linens, no new detergent. The only change is that bed. I am in the process of determining what our options are; we cannot afford to purchase yet another mattress set. We contacted the furniture store and they are awaiting the results of our research. There's a 5-year manufacturer's warranty but we don't know, just yet, if Serta will help us. It's the government regulations and the chemicals required to meet them that are making us all sick.

My brother recently went shopping for a new mattress and I told him not to buy Serta. He told me that's why he's replacing his, it was also a Serta. The place where I purchased it new, told me to bring it into the store and they would have someone inspect it. What am I supposed to sleep on till then? Also, I paid to have it delivered, why should I be responsible to pay for another truck to take it back? I will never recommend Serta to anyone for two reasons, poor quality and poor customer service.

I called Serta on August 30, 2011 to file a claim since our mattress has a 10-year warranty and expected to hear someone on the other end to relate to the problem we were having. She said ok and that ShopNBC is one of the companies that accept claims. She then told me she would send out the necessary paperwork that needed to be completed and returned with a $35.00 check. Then they would send a person to come and look at our mattress. Of course, I got all the questions: Did I buy the complete set?, Do I have 5 slats under the box springs and are they evenly spaced?, Any tears or stains on the box springs (which I said no, none at all)? I politely answered all the questions, and she gave me a reference number. She also said she would mail me the paperwork.

I received the paperwork in 10 days which I returned to Serta the very next day with a copy of the tags from the mattress and box springs. Days and weeks went on without anyone calling, so I called again on September 22, 2011 asking about my claim. The lady said, "Oh, I see your paperwork has been received and someone should have contacted you." I replied, "No, no one has called." She said then that she would resend my claim to an inspector and someone should call within 3 to 5 days.

Today I called back (October 12, 2011). Again, I gave my reference claim number to Casey and went through the spill again. She said she was sorry and that she would resend it again. I asked to speak to someone over her, a supervisor, when she put me on hold for about 5 minutes. When she finally came back to me, she said the same thing that they will try a different vendor to come and do an inspection. I asked again why this has taken 2 months with no results. She said she was sorry for the delay. Well, I told her the delay was not helping our backs and pain in our shoulders. We have now turned the mattress sideways to sleep across the grain. My husband is going to a chiropractor today to see if he can help the pain in his shoulder.

I asked for a corporate number to call. She wouldn't give that to me and gave just an address. I asked her if this was Serta's policy to ignore their customers when they file a complaint. She only said that my request would again be sent. But this time, she didn't want to talk to me anymore by the tone in her voice. So I again asked to speak to a supervisor. She replied, "No!"

This is definitely not customer service.

The warranty is of no use. You have to ship the mattress in order for it to get “inspected”. For the cost of that, I might as well use the money on a new mattress.

Now, I have to take my fight to Serta. I have completed a complaint form that must be sent to Serta. I had to find all the number on the labels attached to the mattress and box springs. I am 75 years old, who lived alone and weigh 113 pounds. Not easy for me to move mattresses and box springs around. I had to measure the depth of the sag in the mattress with spring and ruler to submit to Serta. Now, I wait, but in the mean time, I had to purchase another bed and Oh yes! It cost less and sleeps great i.e. Natura World, made in China. My advice is to stay away from Serta Mattresses.

Well, go figure. Serta sent me a letter on January 31, 2011 that they will not cover it. The warranty from Serta says right in it that it has to sag at least 1 1/2 inches before exchanging. Mine sags only 1 inch in 7 weeks. Do you buy a set of tires and the rubber wears off in 7 weeks? When does a company have to take responsibility for a product that fails in 7 weeks? I spoke to the lady at Serta who signed my denial letter and she accused me of "just calling to complain". She would not let me talk, interrupted me at every word. I left a message for her boss and never heard anything. I then called and left messages for the Vice President and have not heard anything. Hello, people! I know things are not made like they used to be, but 7 weeks for a $1,800.00 dollar mattress? I will never recommend Serta to anyone. They obviously have come up with a warranty that protects them and them only! I knew I should have bought a Stearns and Foster.

About nine months later, we moved our bedroom furniture so my husband looked on Serta's website to see how they recommended moving it. The website said to stand it up on its end; so we did. The pillow top slid to the center of the bed creating a huge lump in the mattress that made it impossible to sleep on. We contacted the Mattress Center. They sent Keith over to take pictures. Several weeks went by with no contact so we went into the store only to find out that Serta told the store that they would not replace our mattress because there was a Kool-Aid stain on the material from the grandbabies leaking sippy cup. They said that the stain constituted abuse and that voided our warranty.

I am completely disgusted to know that a company with a reputation like Serta can comfortably screw honest consumers. At no point have we tried to not pay for the mattress or trade it in for one less expensive. We simply asked for them to replace it with exactly what we purchased. We were not told that the warranty would be voided for normal wear and tear. We were not told to use a mattress protector to protect it. The salesman, Keith, said that a $3,000 mattress should be able to be moved as many times as we wanted to move it and that he could not imagine that Serta would not stand by their warranty.

I have told everyone I know and will continue telling everyone I meet to not buy a Serta. Vera Wang should be ashamed that she allows her name to be put on a product that's as sorry as this. We are sleeping on a loaner that the store gave us that feels like a rock and leaving us in need of a Chiropractor! All the while we are paying the $3,000 plus 21.98% interest.

I can't believe Serta makes such a defective product! Being it doesn't have their 1 1/2" sag rule, I'm stuck with my $1500 waste of money. This bed was over $2500 and I bought it on sale. I was told it's an excellent middle of the line bed. It should be the bottom of the line bed! I've rotated this mattress since I bought it. And there's no mark or stain on it. It has had a mattress protector since day one. I bought a Miralux mattress in 1999 and it lasted for over 10 years before it sagged. It was comfortable and I never had a problem with it.

I decided to upscale to a brand name mattress as I couldn't find another Miralux as comfortable as the one I had. I'm so disappointed in Serta and the shady quality. If you buy a Serta Pillowtop (which I recommend you don't), buyer beware. I'd hate to see someone else spend their hard earned money for this product. They should have a 1-year warranty guarantee! Thanks Serta for your not perfect day sleeper! I might as well flush my money down the toilet. There are complaints all over the web about Serta. I only wish I had thoroughly done my mattress homework before I bought this piece of junk!

After reading all the other complaints, I'm certain it is due to this bed. It started a year after we got the bed and has just progressed. The bed began to sag on both sides leaving the middle all fluffy and soft while we sleep in these little dips. It has been so uncomfortable at times we ever flipped the mattress over to see if it would flatten/even it out some. It didn't! My mother-in-law said to call Serta because it's a defect in the bed causing all my back pain.

I just called Serta and got the whole, "We'll send you some paperwork to file a claim. Return that paper, copy of receipt and the tag on the bed. Once they get that paperwork they will send a guy out to look at it and determine if it's defective." Really! How can a company do this? I'm in constant pain and have the doctor records to prove it. It's just sad that this company can keep selling these beds while so many people suffer from them? This must be stopped!

He said I see a slight stain right where the king pillows would have met. I did not see a stain and told him. So I went on to tell him that no one even slept where he was putting his hand and we don't. It is truly the dead space between the King pillow corners. Donnie then recanted and said he could not switch out the mattress because he saw a slight stain and I told him to his face we need a second opinion because I did not see what he saw and he gave me the number to a local factory.

I called and the contact he gave me did not call me for three days. On the fourth day, I called and asked for someone else to help me and the receptionist referred me to a member of management and he did not return my call to the second day and he said if Donnie said it had a stain, there was nothing he could do but give me the number to customer service or another factory.

I took the customer service number and called they were closed for the day. So I filed a BBB complaint. I know some of you have not had any luck with this but trust me companies have to respond and by placing a valid complaint, it will raise the awareness for all consumers. I believe the BBB has given Serta Beds a rating of a 'C' and had I checked, I would have never purchased a bed of any kind from Serta. The did elect to exchange my bed after lodging a complaint against the way they do business.

On 10/4/10, I tried to contact Mattress King because the mattress was sagging again only to find out that they had gone out of Business, so I contacted Serta Mattress and they referred me to AW Industries in Landover Maryland.

I contacted AW Industries and they mailed me an inspection request form that I filled out and returned with a check for $45.00 on 10/16/20 for an inspection fee that is to apply to the delivery charge of the replacement mattress.

On 12/7/20, I called AW Industries again and spoke with Terri and told her that I had not heard from Mattress Marshals. On the same day Diane from AW Industries called me back and said that she would contact Kim ** from Mattress Marshals to see what the problem was in the inspection of my mattress. I never heard back from her.

On 12/9/20, I called Kim ** from Mattress Marshals and left a message to please call me to resolve this matter, never heard back from her, but did receive a phone call from one of their mattress inspectors who wanted to set up an appointment. I explained my work hours where from 6:00A to 6:00P and that it would have to be a night time appointment. He told me that he has a night job and could not set up any appointments that late. I suggested a weekend appointment and he advised me that he does not do weekend appointments.

On 12/10/20, I called Diane from AW Industries and let her know that I would be home on Wednesday December 15, 2010 at 4:00P, she said that she would e-mail Kim ** from Mattress Marshals and let her know and would get back with me. To date, I have not heard back from any one.

The bed has sunk on both sides, with a hump in the middle. When I called the store where I bought it, and complained to them so for a charge of $49.95 they sent out someone to inspect it. I agree the mattress had one small burn on the edge and it had one stain on it, but neither one of these things have anything to do with this horrible mattress except give them a reason to tell me that they would not replace it because of the stain and small burn.

According to the store the mattress has to be in perfect condition for a replacement can be done. So for anyone who is buying a Serta Mattress, keep the plastic on it--you'll need to keep it sanitary. This is the worst mattress I have ever bought. I will never buy another Serta Mattress and I will be sure to tell anyone looking for a new mattress to not buy a Serta.

Since the bed has become a medical problem for me, I do not want a replacement but a pro-rated amount for the mattress. I have purchased another mattress and have good service. I purchased the mattress through ShopNBC and nothing was said in the promotional about the warranty. A customer only received warranty information after the delivery of the product.

It went on for weeks. One Saturday, I slept for 14 hours. I was so sick. I called the doctor, but got no answers. About a month after I bought the mattress, I developed buttocks pain. I went from doctor to doctor, physical therapist to physical therapist, acupuncture, etc. but nothing helped. It continued to get worse. I got an EMG, MRI and a walker. The pain and nausea continued to get worse, until one morning I woke up so nauseated that I had to get out of the house to get some fresh air, when I began hallucinating and became suicidal, which started to subside when my lungs were filled with clean air.

At time, I smelled a strange odor in the bedroom, and bought a mattress cover. ,After the hallucinating episode, I opened every window and door, and switched the A/C on, and aired out the house, still not knowing what the problem was. I thought I was going crazy. That night, I slept on the mattress again, and had the same problems, excruciating buttocks, lower back and leg pains, and nausea. I talked to another medical person, and decided that I would sleep on the floor in the TV room that night, suspecting it was the mattress' memory foam causing the problems.

Sure enough. It's 6 AM, after sleeping on the floor in another room, no nausea, didn't wake up, I got up, buttocks still in pain, but didn't need the walker, and it's 50 times better. I will see what happens as day goes on. Has anyone else experienced these symptoms? What should I do about it? It sounds like Serta doesn't stand behind their product, and sounds like contacting them is a waste of time. I have been suffering from pain for months, been extremely nauseated for months (which goes away during the day), and had severe thoughts of suicide, all from the memory foam in their mattress. I don't know what to do.

I then asked the inspector what and who designed this test to determine if a mattress is defective. I think you should be measuring the depth that it sinks in when I lay in it. The inspector stated that this was the way Serta wants it done. I replied to him that this testing method is for the birds and that someone should investigate this bogus way to test for a defective mattress. Three days later, I receive a call from Rooms To Go Customer Services Rep and she stated that the company will inspect the mattress in 60 days to see if it sank in the 1/2 inch.

I replied that for a 1/2 inch, you are going to make a disabled person suffer for an additional 60 days with this defective mattress and she replied to contact Serta. I did e-mail Serta and received a reply from a Mr. Gibbs stating that He's sorry for the inconvenience but Serta will not replace that mattress until it's at the 1 1/2 mark. I have a ref# ** that Mr. Gibbs assigned. I would greatly appreciate any assistance you could afford to me with this matter and I await your reply.

After being spoken to rudely by Ms. **, I called another person in the St. Louis area and they sent a second person out to inspect the set. He found the box springs to be faulty and also the mattress to be defective. No stains were found on the mattress or has ever been. In order to get a replacement set, I have to send them another $75.00. I will have to do this but a $1000 mattress and box springs set should last longer than that.

And then nothing: no reply, no call back, and no e-mail. The last time I reached a "live" customer service person, she said our complaint was being reviewed by "upper management.” It sounded vague and undefined, and it turned out that's exactly what it was. The mattress was supposed to have a 10-year warranty, but I can't even get Serta to respond. I hope you are reading this before you buy a new mattress: do not buy from Serta. They have a terrible product and a terrible customer service to match. We have been sleeping on the floor on a guest mattress for the past 10 days.

I spoke with a supervisor and asked for a copy of the report. She was to call me back the next day. When she didn't, I called and was told she was on the phone and got her voice mail and left a message. She did not call me back. I called the company who did the inspection and they said they contracted with Serta and will not release the report to me. I paid for a report that Serta will not allow me to see. I filed a claim with Serta Corporate office and they just referred me back to the divisional office.

Contacted Serta International and was told the retail store Brick is response for the warranty issue. After initial denial of warranty on the purchase, the Brick eventually agreed to send a tech service guy to do the check. He had no problem, agreed the mattress is in bad shape. However, it seems they are unwilling to do anything yet, since the guy spotted two penny-sizes slightly yellow spot which only can be seen in bright light. He said, they are not to do anything because of the spots!

I did a quick check on the internet and found I am not the only one bought the defective product and have problem got warranty they promised. Remember the same/similar product can be marketed in different name/brand/model. Apparently, this manufacture and retail store have been using deceptive practice to sell the known defective product and intentionally made it very hard to obtain warranty they promise after purchase.

They inspected the mattress, took numerous pictures, and sent their findings to Darvin. Darvin informed us that they would replace our box springs, because they were defective and that is causing the problem. However, that makes no sense to replace box springs but the severely defective mattress stays. The mattress has not corrected itself. Is that even possible?

I later called Darvin to dispute the decision and asked them to send me a copy of the report from Premier Inspections, which I have every right to have. This has been an ongoing problem. They will not send me a copy of the report. They stated they don't have a copy. Yet, they read me excerpts from the report from their computer system. They also stated they could not forward the report from their system as an attachment, because they don't have e-mail access. I also told Premier Inspections (Cindy), and she stated it's Darvin's responsibility to forward their clients the reports.

To make a long story short, I spoke to Darvin (Ethel) a few days ago. She told me that I must contact Serta. I found this all very odd, since the initial claim started with Serta, and I was told to contact Darvin. It has been 90 days back/forth. To end a long story, after dealing with Darvin two days ago, I was told to call Serta, who then told me to call/talk to/refer to Darvin's local Serta service representative. This has grown comical.

Serta is suppose to be the top of the line for mattresses and box springs. What happened to my mattress set? The frame has 6 leg set-up with a rail going down the middle of the box spring. The box spring seems to be okay but the mattress sags on both side where we sleep. I have gone to the Serta stores and they say that the mattress should not be doing this. What seems to be the problem? Any help would be appreciated. For what we paid for the set, it shouldn't be doing this already. It makes my wife's back hurt all the time.

On 12/26/09, I spoke with Ms. ** of Shop NBC, concerning a deep sink on both sides of the bed. I was told to contact Serta. On 1/7/10, I spoke with Ms. Melony **. I was told that the sink in the bed must be 1 1/2", deep with no one in the bed. I told her it was that, and then some. All I wanted was a refund. I was told that a $35.00 fee would be charged for someone to come out and measure the sink. I wanted to know why I had to pay for their defects? First, she is to send me some papers to fill out and return to them. Then, someone would be out to measure the sink in the bed. I informed her that I had paid much less for mattresses &and had never had a problem like this ever. We are senior citizens and all we need is the refund. I don't want another mattress set from them. I just want them to come and pick up the set at their expense. We are so disappointed with the set.

After just having lower back surgery, I can't get comfortable in the bed. I wake up with a back ache. My husband can't get comfortable, with his body sinking down in this bed, and him squirming to get up.

Considering the amount of this purchase, if this mattress requires special frame support, shouldn't the salesperson have taken the time to counsel the customer on this bed's special needs? Putting a bed together isn't something you should have to read a manual to do. There are so many customer complaints about Serta mattresses sagging in the middle shortly after they are purchased, and all everyone has gotten is the runaround - no matter where they bought it. Why do they even offer a 10-year warranty? They have no intention of ever honoring it. Just don't buy a Serta. It probably will sag and there is nothing you will be able to do about it. I just wonder why they are getting away with this!

We now have no choice but to throw this mattress and the $2,000.00 it cost away. They should be ashamed of themselves.

I have had pretty bad nerve pain in my leg and i wake up with pain every morning.

I sent the documents for inspection with a check for $35. After they got the check, they would call to set up an appointment. The inspector came took his measurements and pictures, never sat on the bed, I believe to the convenience or Serta Policy, which is the bed had to be 1 1/2 inches deep to constitute them filling the waranty obligation. 3 weeks later we recieved a letter from Serta that their measurements taken by the inspector are not within their policy for a exchange or refund of the Mattress.

The inspection read 1 1/4 inches deep to one side. This is an abuse from Serta to the consumers. I did my own measuring and the bed is easily sagging 2 inches. But as they said if I wantd a reinspecton I had to pay again and wait 6 months. My Final comment, do not buy this product from this company SERTA AUBURN FALLS EUROTOP, be aware they don't fulfill their commitment to the consumer, the warranty is only for show.

I charged it to my credit card, a full size Crystal Mint Mattress. This transaction took place May 06, 2006. Delivery was scheduled for May 31, 2006.

When the delivery arrived, before they unloaded the mattress from the truck, I went out to the truck and noticed it was not the same mattress that I had picked out and paid for and I refused to accept it.

The truck driver tried to conjole me in accepting the conterfeit mattress but I firmly refused. Then, he called the warehouse and told me they did not have the Serta Crystal Mint in stock.

I was incensed because I had given away my perfectly good mattress and box expecting the Serta Crystal Mint Mattress delievery.

Over his cell, the warehouse referred the truck driver to the store, Furniture City. They suggested that I keep the conterfeit mattress until the Serta Mint was delivered,but, the plastic had to remain on the mattress. This, I refused. I would not sleep on a mattress with plastic and told them I would be in to cancel the sale. The Furniture City saleman relented and told the truck driver the plastic could be removed. After the mattress was set up in my house, I called the store.

Then, I got in my car and drove to Furniture City to inquire about the delivery charge, forty-nine dollars. I had not received what I paid for. I was given a refund for forty-nine dollars.

The Crystal Mint Mattress was delivered a few day later.

Now, the problem; at first the mattress was good, four months later, it was bad and in six months it is going from bad to worse.

The springs bang and thump in the center of the bed whenever body positions is changed. The mattress center is indented and sunk from body impression and has not reverted.

Sitting on the edge of the mattress sides or foot gives a loud thwacks and bangs from the springs within the mattress.

Overall, I have had to put flat decorator pillows under my body to insure a measure of firmness. Still I am very uncomfortable.

While laying on the queen size mattress in the store the salesman assure me that the full size mattress was essentially the same quality. I have not felt that quality in this Serta Crystal Mint mattress I am not trying to sleep on.

During the testing of the mattress in the store, there was not any spring reverberation on body shifting. If, there had been, I most certainly would not have bought it.

I have not contacted the store about these issues because the Invoice states All Sales are Final.

I have tried to find Serta Corporation address, without success, to complaint. So, this is my last recourse. Actually, my complaint has more to do with the SERTA because they are the manufacturer.

I am a senior citizen living on limited income and have need of a firm/yet comfortable mattress that retains shape. This indention in the center has given me hip and lower back strain. I am not financially able to buy another mattress anytime soon.

I am 65 yrs. old, a widow, and no one else has slept on the mattress. The pieces were quite heavy and bulky, and I had never flipped the mattress since it was installed.

By January 2005 the mattress had developed a sink hole approximately 30inches wide X 40 long in the center. and as nearly as I could measure using a 48 steel rule and a 6 dial indicator vernier caliper, the deepest part was at least1.5 inches deep. I called the Denver factory, and was told all warranty claims were handled out of the Illinois facility.

In early February I went on-line, filled out the warranty claim form, and submitted it. About a week later I was asked to send them copies of the invoice, and sales reciept, and a copy of the law tag from the mattress, which I did, via e-mail. A few days later I recieved a copy of their warranty form in the mail, which I was told had to be completed and sent along with the previously supplied proof of purchase. I sent the duplicate information.
I was never able to talk with anyone re. the claim. All calls go to the same answering machine, and no messages were ever replied to. The only contact was with a Trisha Buries-Wells which I have reason to suspect is a psuedonom,

possibly meaning Trisha Buries wells--ie. sinkholes, ie depressions.

In May, finally Serta sent an inspector to my home. He looked at the sinkhole, took a fishing sinker (interesting choice) on a piece of white string out of his pocket, and measured the sinkhole, with no measuring device. He pronounced it 1.5 deep. He then flipped the mattress exposing two small water spots near the foot of the mattress. Naturally, the area of the failed springs, was now sunken to the opposite (bottom) of the mattress. The inspector said the spots were probably caused by small tears in the plastic covering, and had happened at either the factory, or at a warehouse. I thought no more about it.

In the third week of May, I recieved an e-mail, saying that the claim was denied.

I protested, because, by now the sinkhole was even deeper, and there was no way to keep from rolling into the hole while attempting to sleep on it. They said they would review the claim. Two days later, via another e-mail, they denied it again, saying that a 1.5 depression was normal, the industry standard for non warranty replacement I complained, and told them I was going to file a new claim at each new depth of the sinkhole, until either ten years had passed, or I was satisfied. I then was told the mattress had stains, and so the warranty was now Void, and no new claim would be considered.

I then sent Serta a photo of the actual bed, which was very graphic in showing the huge sinkhole.
I printed the words SEALY, industry standard in bright lemon yellow, and sent it to their serta service e-mail. I received an immediate reply telling me that they were ready to sue me for slander (For a picture labeled SEALY?)

A week later I recieved a letter from them saying that the depression was 1 inch deep, but that that made no difference, because the warranty was VOID because of the stains.

What a waterspot- or any other mark on the exterior of a mattress has to do with defective springs, is a question I doubt even SERTA can explain. I would not be suprised to find that all of their plastic covers have rips in them!

If you buy a SERTA mattress, do so knowing that they do not honor their so called Warranty. You will not be given a copy of it with the mattress. Check the consumer sites, such as ePinion, and RipOff report. You will find horror stories re the spring failure and no warranty policy by Serta Co. No wonder Serta posted record earnings ! If everyone sold their expensive products as is/ or may become your risk. Everyone could get on the money wagon!

I am stuck with an expensive piece of junk, I am living only on my socoal security check, I have no funds to replace this mattress that I purchased because of the supposed excellence of this company.

It is very difficult to get a nights rest when one is constantly struggling to keep from rolling into the sinkhole! If ever I am able thru a windfall perhaps, to buy a different mattress, I will go for the discount, no name brand ones for less than $200.00! If there is a class action suit for fraudulent warranty claims against this company, I would certainly want to be on the complaintants list!

They sent an inspector at the end of June, 2003. We received a letter from Serta Mattress Company in the Middle of July, 2003. They indicated based on the results of a recent inspection, Serta agrees to replace, factory direct,1 Twin Matt & 2 Twin Box Spring PS Platinum Elite. Since I was in Italy for vacation I was unable to respond to Serta until August, 2003. Serta charged us $75.00 for delivery of 1 Twin Matt & 2 Twin Box Spring PS Platinum Elite. They indicate upon receipt of the check or money order they will place the order.

Well, I decided to send a letter in August, 2003 to Serta Mattress' Corporate office to convey my disappointment in the mattress and to request my money back. The Serta web site is http://www.serta.com/pages/customer_serv.html and I sent a letter the following address: Serta World Headquarters
325 Spring Lake Drive

Itasca, Illinois 60143

I was completely surprise that I did not receive any response from the corporate office. Feeling that I had no other recourse but to send Serta the $75.00 so that I could have a new mattress and two new Spring Boxes. Again the $75.00 represents the delivery charge for the above items.

I called Fatima Jore the Customer Service personnel at Serta in Linden New Jersey. She indicated that they did receive the Money order for $75.00 deliver charge and that she already has placed the order and to expect to receive the items shortly.

Several weeks have passed by and no mattress or the two box springs. I called Fatima Jorge the Customer Service personnel at Serta and she indicated that one of the spring boxes was lost. On December 24, 2003, she needed to re-order the mattress and the two box springs again. We finally received the mattress and two box springs in January, 2004. Fatima Jorge indicated to get in touch with her if the beds still appear to sag. We agreed to give it a few months. The beds both were sagging again significantly. My wife's back cannot tolerate such discomfort due to the sagging of the bed. I once again called Fatima Jorge in April, 2004 to request another inspection of both beds.

In May 2004, the inspector checked both beds to confirm the sagging. We received a letter from Fatima Jorge, based on the results of the inspection Serta agrees to replace with 2 twin XL sets Perfect Sleeper Concordia P/T EC.

To be quite hones at this point I am so disappointed and disgusted with serta. I do not intent and feel it is not fair that we go through this process again. What happens if the mattress sags again. Do I call Fatima, she sends an inspector and confirms our results and we get another bed again. It is very frustrating.

I am writing to you to ask for your assistance into this matter. I want to be reimbursed for the two mattresses and box springs. I again have sent a letter to Seta's corporate office last year and received no response. Can you please call me (201) 998-7730 so that we could discuss how would go about getting my money back. You cooperation into this matter is greatly appreciated.

Regards

Italo Fungaroli

My wife's back cannot tolerate such discomfort due to the sagging of the bed