Serta
Reviews and Complaints

My Disabled brother purchased a Langdon Plush Serta Queen, High Profile Set from John Murphy.
The set was delivered. Within a week, My brother called the company to complain for a return/ exchange. The mattress pillow top was already dented. Instead of Leed's doing the right thing, taking back their faulty product and replacing it with a decent bed, They sent a man and his ruler for the 1 1/2" rule. A new bed.
Leed's would not/ did not honor or accept any responsibility. Dis-Reputable company, High Prices and Dishonesty .
I hope that other customers will come forward until this conglomerate ceases poor business practice and shows respect for their products. My brother cannot use his bed. 5 fusions in his back and no bed to sleep on.

The website said they would take away old bedding. They would not remove the old mattress, I had to pay someone to take it away. The online serta, is a hired marketing firm contracted by seta. They were horrible to deal with, once the sale was done, they could care less about your 3500.00 purchase. The epic I comfort still Sleeps hot even though it has the gel system. You can't find a phone number to talk to the company direct, which tells me how much they concern themselves with their customers. The entire shopping experience gets an F, in my opinion. After hours dealing with their online company, I recommend not doing business with this company.

Bought a Trump mattress/box-spring set .Both items were defective(not even a year old).The box-spring was exchanged but not the mattress.A technician came to inspect the mattress and concluded the depth of the wavy/rippled effect wasn't deep enough(short 1/8 of an inch).
unsatisfied with the report so I addressed my concerns with the in-store director. The director agreed to exchange the mattress. I let some time past and realized I was not contacted for a mattress delivery. Went back to the store to find out the director was replaced by an other. Re-explained my concerns to the active director(self-proclaimed mattress expert) which in turn also totally agreed with me and authorized an exchange. Again, I let some time past and realized I was not contacted for a mattress delivery.Went back to the store to find out the director was not working there anymore.
Now for the third time, re-explained my situation but was denied an exchange.
I'm truly disgusted in the way this was handled. I'm, to this day, stuck with an unconfortable mattress.

We bought a mattress from Sleepy's August 1st, 2013. The top layer of the mattress is puffed up to create one long bump across the bed. I believe the mattress was not sewn correctly and the top layer is not properly attached. We called in the warranty back in November and the company said they would not honor the warranty because our box spring and mattress were not a "set". When we bought the mattress the man - Dan never said that the box spring and mattress needed to be a match to have their warranty honored. When my husband disputed the final decision, he asked the company to explain when they made that condition explicit through our conversation or through the paper work and the company could not provide any evidence that backed up that part of the warranty. The mattress is defective. The company offered to replace it for $550.00. I don't see where we defaulted on the warranty. The implications of the warranty when we sat down to purchase the mattress were never explicitly expressed that the warranty is conditioned to having a matching box spring and mattress. That information should have been revealed when we were making the purchase. We asked many questions about our purchased yet this important piece of information was not given. We have our reasons for not buying a box spring. We are trying to be more conservative in our household and since our box spring is still very sturdy we decided to not add more waste to our local dump and simply replace the mattress. However any customer would have reconsidered this part of their purchase with knowledge that their warranty is voided if you forgo the purchase of a box spring (which is usually included in the purchase of a mattress). Again we choose to be environmentally conservative instead. We are a hard working family who needed to save that money to buy a decent mattress that unfortunately was not made to Sleepy's standards.

We purchased a Mattress from Serta Restokraft Mattress. Mattress created 2 valleys and a hump in the center. The issue is still opened. They offered a credit, still waiting to have someone inspect their defective mattress. Unprofessional and irresponsible business practices. Do NOT BUY FROM SLEEPYS. Shameful!

We had been using a Serta Perfect Sleeper for about 18 years and decided to get a new set. After spending a few thousand dollars on furniture, the salesman turned us over to a man in the mattress dept. (who didn't get credit for the sale) and we decided on another Perfect Sleeper. The mattress was delivered, installed with new frame and box springs. Our old set was set up in our guest room. Prior to a compression fracture of my back (end of Feb. 2011) we had used the bed about 10 months because of vacations and cruises. I was finally able to sleep on the bed in April of 2011 and every morning I got up with an aching back. I had many series of physical therapy with a trainer but it took a few weeks of massage to help relieve my back. But in a few days my back trouble was back again. Two weeks in HI in Oct. '11 and a month in Mar. '12 gave me no problem. About a month ago I finally said enough is enough and I spent a night on our 20 yr. old bed an woke up the next morning with no aches or pain. Two more night were great. One night on the new bed and the pain was back. My wife, whose has had a bad back for 50 yrs. took a nap on my side of the bed, and guess what?. Yes, her back was hurting enough she had to take pain pills. Since then we have been sleeping in the guest room. No problems. An inspector said that one side sagged an inch and the 'good' side 1/2 inch. We discoverd that we had a 'Serta Perfect Day' not 'Sleeper'. The bad side bulges out about 1 1/2 inches from the welting and the good side is 1/2 inch inside the welting. Macy's customer service says the bulge is from sitting on the side of the bed for 'hours'. With my bad aching back I can't wait to get to a firm chair. I wish we had read Consumer Reports on bedding.

The Mattress Warehouse did not honor the warranty / showed complete lack of customer service.
I purchased a new Serta mattress from Mattress Warehouse in 2009. I was told that the mattress had a 10-year warranty. In 2011, I began to have serious lower back pain and noticed considerable depressions on both sides of the mattress. I filed a warranty claim and a report by the independent inspector had confirmed a structural support failure. A short time later, I received a letter from Mattress Warehouse in reference to my claim, in which they have denied my claim on the basis that there were small surface stains on the mattress which have in their opinion “voided the warranty”. The attached Serta warranty brochure clearly listed that stains were not covered by the warranty but made no mention of stains actually "voiding" the warranty. My warranty claim was based on the structural support failure only. We always used a pad and the surface stains were only superficial. Needless to say, there was no one to talk to at the Mattress Warehouse. My emails and phone calls were not returned and no one was available / willing to resolve my complaint / claim. I would not recommend to anyone doing business with Mattress Warehouse. These people do not stand by the products they sell and have the absolute worst customer service of any business. The warranty card states that stains are not covered by the warranty. Well, I never asked that they cover stains. The mattress they sold me was defective. I can't sleep on it. They are using stains as an excuse. It is a lie. It is like selling a defective car and voiding warranty, because there are a few stains on a seat.
I will not be doing business with Mattress Warehouse ever again.
The facts are:
1 - Serta mattress had a 10yr. warranty.
2 - the independent inspection had confirmed the mattress had structural failure after only 2yrs of use.
3 - the manufacturer and the retailer had refused to honor warranty, claiming that a couple of superficial surface stains had voided the warranty and (based on photos of the mattress) determined that it is the stains that had caused structural failure, even in places where the stains were not present.
I feel I’ve been ripped off by the Mattress Warehouse!
Buyer beware!

On Nov 4, 2011 I purchased a Serta Mattress and foundation at the Northwoods mall store. I had a tenative delivery date of 11/17. I was told that they would call me the day before, with a time frame (4 hour window) for delivery. I was also given instructions about clearing a path to the room where it was to go, etc. Delivery call was not recieved, so I called customer care. They said that the foundation arrived soiled and was rejected. Also told that the mattress and box springs are “custom made” when ordered, hence the delivery delay. Told that the truck only comes every 10 days from Serta.

Given new tenative delivery of 12/1. Day before, no phone call. Called customer care. Told it had arrived but was not able to get it on the truck in time for the delivery. Called the Sales Associate at this point. Am told that there was never a soiled foundation, instead they had shipped a queen size foundation instead of full. (hard to beleive this, if they custome make the order!) Told that my Mattress was in Bloomington IL and they would be happy to deliver that piece to me the next day. Told that the foundation was in MIlwaukee. I refused, as once accepted, it is a final sale, and I needed both pieces.

Given new delivery date of 12/15. Received no call on 12/14 so I called them at 4:15 pm. Waited until 5pm for someone to take the call. Told that it “didn’t arrive” and when I expressed my frustration, I was asked if I was sure I ordered a Serta mattress and not a sealy. I said no, it is Serta, to which I was told that they come from Itasca IL and that Milwaukee had nothing to do with it. I asked to just cancel the order and was told that a phone call had to be made and that they would call me back with the cancellation confirmation number.

I have not received a phone call yet. And they provide absolutely no way for me to go online and check the status. chistmas is a week away and I have no mattress in the 2nd bedroom fit to sleep on, thanks to JC PENNYS. DO NOT SHOP AT THIS STORE.

I bought a king size Serta mattress Bridegeview ($ 1, 400), which after only two months digging in the middle about 3 inches. I contacted the store where I bought the mattress and a technician came to assess the problem. What a farce. The technician stretched a rope between the end of the mattress to measure if there was a depression in the center of the mattress. He has not tested the mattress with a minimum load to simulate the normal use of the mattress was the standard excuse that the company serves. Two weeks after the magazine Soap contacted me to inform me that he had found nothing unusual for this mattress. Savon furniture and Serta have now lost a customer for life and I now understand why so many consumers complain of Serta mattresses. I paid a part of the problem by adding a pillow under the mattress to fill the hollow in the center of the mattress.

I purchased a Serta Vera Wang Mattress one year ago from Gardner White and with that purchase I was given a 15 year warranty. Within the year the mattress has a big sag in the middle and is very hard to sleep on it. I was at the store the other day talking to the sales man about a bed for my in-laws and mentioned my problem to him. An appointment was made and the tech came out to my house. When he got there he ripped my comforter and sheet of the bed and threw it on the floor. He preceeded to take pictures and asked where my mattress cover was and I said in the wash. The tech said because there was two small stains the size of a quarter on the mattress they would not probably honor my warranty but would have a manager call me. Two days later I hadnt received a call so I called them well the call started out nice and proceeded to get worse with the managers having a major attitude. This is not the last they heard of me because I will be speaking to the highest person in charge and all I want is a mattress that compares to the one I have which I have been sleeping on the couch due to the defect of this bed.

I purchased expensive mattress $1, 600 in Feb 2011 - Serta Better Homes and Garden from Mattress World in Shelby Twp., MI. By October 2011, one side of the mattress is unsleepable. When it is put to it's intended use [sleeping on it] it has an over 4" dip in the middle. When laying in it, your head and feet are elevated way higher than the middle of your body. The representative I contacted refuses to do ANYTHING because one must show the bed 'sags two inches WITHOUT ANY WEIGHT ON IT.

I find this ludicrous --it's memory foam. I explained that I don't care what happens without any weight on it, as soon as we put it to its intended use, it fails!

The warranty states nothing about this 2" rule without any weight.

I am asking that I receive a full refund for a defective product or to provide me with a comparable product that will not fail within eight months. I would be grateful for your help. I have already started a social media campaign since my recent calls to the point of purchase have remained unanswered. Next step is the Better Business Bureau and my state's consumer complaint division. This same thing has happened to two people I know and the internet is full of similar stories. This is very concerning. I hope to hear back soon with a positive resolution.

I purchased a queen Serta mattress from Macy's. From the first time we slept on it we realized that every time my wife or I moved, the entire mattress moved and shook the other person. It's so bad that even when our cocker spaniel paws at the bed on one side, the person sleeping on the other side is woken up by the movement. We exchanged the once without cost. The second mattress did the same thing. I now must pay a restocking fee to return the second one. I contacted Serta and they simply replied that they do not set return policies for their retailers.

Went into mattress shop the other day and wanted to buy a serta mattress for my back problems. Thought it would help and payed almost 2, 000 for it, didn’t do anything though and i still can’t sleep at all. Called the company back and they didn’t do anything, just asked me to leave a message. Very hard to sleep! It’s got a 5 year warranty but I don’t even care anymore, just let me get something that doesnt suck!

I'v bought a serta mattress 09th Aug 2011 (21 days ago)..after 2 days i wasnt happy with the mattress and i put in a complaoint about the mattress. I was told some one from setra will contact me to come have a look at the mattress. i waited for a week before i heard from serta. one week after my complaint the inpector come to have a look at the mattress. In my opinion this guy did not do his job. he looked at the mattress though my bedding not even touching the mattress once he said the is nothing wrong. funny how you can tell all this just by looking at it. he must be really good becouse he was at my place for about 10 min.he told me serta will come and fetch the mattress and take it apart layer for layer to see whats wrong.i told him that is unexseptable. i dont want a mattress back that was taken apart after its been sold.then i told him i would like to have a new one should this be the case, so he left and i havnt heard from him since. on the 25th i got a call that some els will come have a look at the mattress on the 26 and no one came or called.waited all day a home. so on the 31st i got a call from the new inspector Mr Andre and we made a oppointment for him to come have a look at my mattress at 13h00 on the 31st Aug and till now im still waiting on him to arrive. i'v mail SMS Mr Andre and he does not get back to me. all and all i'm really dissapaonted in the way this campaint has been handled. really poor costomer sadisfaction and if i dont get a new matress soon i will be taking this further.

Purchase a mattress from Sears in El cajon California less than four years ago.
Mattress is sagging on the side. told today by representative from sears that mattress is not under warranty today, 4/17/11.
there are only three things covered per sears representative, springs poking through, sagging in the middle, and handles on the side torn.
told that if I read the warranty from Serta that I could see what is covered. I paid close to 1000.00 dollars for this mattress.
thanks Sears. I will be returning the mattress to your store. A customer no longer. I will also tell others word of mouth not to purchase anything from sears.
I know a lot of people being in the business I am IN. AGAIN THANKS: YOU PROMOTE ONE THING BUT IT IS NOT THE TRUTH.

I have owned my Serta Cali-King, Vera Wang Beyond Exquisite Organic Cotton Mattress for 2 years. I am amazed that Serta is still in business with their HORRIBLE customer service. My husband is 170 lbs and I am 114 lbs... when he lays down the mattress sinks at least 4-5 inches and my side goes in 3 inches. There is a giant wedge in between us where the mattress raises up. We bought this mattress thru Sleep Train for over $4000 because "it will never sag because of this super duper paralay latex...blah...blah... blah" Called Sleep Train and they sent out an inspector who placed two large cardboard cirlces on top of the mattress, and he said my husband side is at least an inch deep without weight. The inspector said it was a large/deep hole and he would send in his findings. My side was around 3/8 inch sag. The problem with placing a toliet paper roll type cirlce on the bed is that IT DOES'T WEIGH ANYTHING! The minute you put any pressure on the mattress you fall in the deep sagging hole... Sleep Train and Serta both denied replacement of the mattress becuase the sag has to be at least 1 1/2 inch sag. The pillow top isn't going to sink another 1/2 inch without my husband suffocating in the mattress...Our backs are killing us and now we have to buy another mattress... Terrible product, terrible company, wish we could do something... DON"T BUY A SERTA!

On 18 October 2010 we bought a king size Serta bed from Home Corp in Boksburg, in just a few weeks the whole inner support of the mattress collapsed, on 28 Feb I called Home Corp and asked what can be done about this issue, as you DON'T spend R4000 on a bed only to have it collapsed in 4 months time. When you buy 'the world's best mattress' you surely expect some level of truth in their slogan?

After numerous calls 4 days in a row, someone from Serta finally phoned us back, 2 weeks later they sent out someone to 'inspect' the bed, after being promised a call the same day we only heard from them the following week, at first they wanted to collect the mattress and reinforce it, which is totally ridiculous after just 4 months of use! We demanded a new mattress and said to them that we want our money back if they are not going to replace out mattress!

Today, 25 March 2011, A MONTH AFTER MY FIRST CALL TO HOME CORP, they finally phoned us back! What do they want to know? What my husbands weight is! What kind of question is that? Well he weighs 90kg, I weigh 60kg, BOTH SIDES OF THE MATTRESS COLLAPSED! This is absolutely ABSURD!

I purchased Serta Mattresses from shopnbc. Received them in October 2010. I advised shopnbc of mattresses were defective; One side is firm other side is so soft you sink in when sitting down, there is a hump in the middle felt when laying down. All brand sheets purchased for Cal-King mattresses don't fit, purchased different types and all fit too big. Serta did an inspection and denied replacement. He just measured, lifted mattresses and and pushed with his hands. I advised the inspector to sit or lay on it and he did not. I only wanted a replacement, now I want reimbursement. I will never purchase anything from shopnbc. Denial letter available upon request. Thank you. Alicia Medina