Serta
Reviews and Complaints

We purchased a Serta Perfect Sleeper Island Palm king size mattress. Within weeks we began experiencing back pain and the mattress visibly sagged and the sides were broken down. According to Serta customer service [protected]) this is a normal Serta mattress.

The warranty requires sag of 1.5 inches when measured from side to side over a 1.5 inch block of wood. I asked how a side to side measurement can be accurate when the sides are part of the problem. They said that it their standard method to measure. The 15 inch mattress is barely 13.5 on the sides, but that is a normal mattress to Serta.

Serta has a warranty which insures they will rarely replace a mattress because all the problems are normal. The local representative even said “would you return tires that didn’t feel right or reach the life of the warranty?’ Uh! Of course I would and have! But, I have never experienced the blind stupidity as I have with Serta.

Don’t waste your money on a Serta mattress.

I purchased a Serta mattress from Hom Furniture in Fargo, ND 4 years ago and I too had a mattress that began to develop a divot in two places on the mattress, one so bad that sleeping on it causes my spine to become misaligned and create back pain.

I have had difficulty getting some sort of satisfaction as to the Mattress and the technician they sent out basically stated that it was not in pristine condition so it won't be warranteed. They stated "Had I purchased their mattress protector then Serta and Hom would in fact have warranteed the mattress (their cover being about twice the cost of another brand)BUT they would give me 40% off another mattress and therefore I wouldn't have to buy Serta and could spend more money on temperpedic.

I contacted Serta and received the repsonse basically "Sorry, we can't override the Hom store" now please think about buying another one of our products so that we can hook you for more money... I have, I think purchased my last Serta product (I have previously owned all Serta products) and I'll be damned if I will venture into another HOM store to purchase another product. I have helped friends return a mattress in much worse shape to Slumberland and it was a Sealy product... maybe these two companies understand that after 4-5 years nothing looks new... or maybe they just believe in customer satisfaction... BTW both Serta and HOM Furniture made it sound like I lied when I told them about the Sealy mattress... whatever lets you sleep at night, it surely isn't your mattress Serta...

I bought a king size Serta euro top perfect day mattress in aug of 2008. After sleeping in it for 3 months there body impressions. You could see the impressions. The store I bought it from came and measured and of course the impressions were not big enough to take it back on warranty. In fact the guy doing the measuring wanted to wait until the afternoon to measure so the mattress had time to "bounce back a little". We finally bought a Tempurpedic and couldn't be happier, its a glorious mattress.
THE BOTTOM LINE IS SERTA DOESN'T CARE IF THEIR MATTRESS IS A PIECE OF JUNK, NOR DO THE STORES THAT SELL THEM. THE WARRANTIES ARE USELESS.

DON'T BUY SERTA.

In the past I had lots of problems with my back and had to make sure to sleep on the right mattress.
Since I bought a “Dunlop Pillow Hip Mattress”, about 12 years prior my back problems subsided. The mattress started wearing out and it was time for a new one.

In 24th of April 2009 I bought a King size Serta Natural Balance Mattress from Beds for Africa in Nelspruit South Africa. It was recommended to us as “The World’s Best Mattress” and the recommended mattress for my problem.

Suddenly both me wife who never had a problem, and I had back problems and I accepted it from experience years back in selling Sealy bedding, that your body has to get use to the new mattress.

3 Months later the back aches with both me and my wife persisted, but we also noticed that there was a substantial hump between me and my wife. We reported this to Beds for Africa, who assured us that the bed is taking our shape and it was quite normal because it was a “king size”. The hump got so big that it became difficult to turn around or roll over to that side and I could not roll over without waking up.

The back aches did not go away and my wife has serious complaints about back ache every morning when she gets up, this never happened to her before.

After about 6 months we complaint to Beds for Africa again and the manager promised us that he will take it up with the Serta representative. We waited more than 3 months for the representative to come out for an inspection.

After the 5th or 6th time that I asked them when the rep is coming to inspect the bed, they decided to exchange it without seeing it, this was quite a surprise to me and I insisted on seeing the rep for an inspection.

The rep Fausto phoned me and told me that they are just going to replace it without seeing it and it was done the 31st of March 2010. This was excellent service to have it replaced without the rep inspecting it or did they know of problems I did not?

On arrival of the new bed we noticed that it was smaller than the base and reported it back immediately. The manager at Beds for Sfrica, as well as the rep told me without inspecting it, that it is impossible, it was made in a jig and it could not happen, so it must have been my imagination or something.

Again 3 months down the line, we noticed a hump forming in the middle of the bed and reported it. The rep came out for an inspection and tried to convince me that this is normal, because it is a king size bed. This to me is unacceptable and if they told me this beforehand I would have bought 2 single beds and used it as a unit.

Fausto came out and noticed the size difference in the mattress immediately, without me pointing it out to him, the thing that could not happen, happened. The mattress ran at a taper to the bottom on both sides. (Thank heavens I could sleep again, my imagination was gone.)

My wife still suffers from back problems and the last 3 weeks we are sleeping on an “air mattress” in the spare room, due to renovations in our room, needless to say, my and myself have no complaints about back aches at the moment. I just wonder why?

Even if you think your mattress is the “best in the world”, it does not seem like that to me or it does not fit our profile.

I hereby request, that you seriously consider other options than to replace the mattress with another mattress, as after the second one with more problems than the first, I do not have any trust in Serta’s beds anymore and it is not good for my health to sleep on a mattress that causes discomfort and lack of sleep.

I am awaiting your reply on this in writing as soon as possible.

Regards

Niel Smit
[protected]

Ps. I weigh 112kg and my wife 58kg

I spent, in all almost 2000 dollars on a Serta Mattress and accessories. From the first night I selpt on it I realized something was seriously wrong with the mattress. I felt like I was trying sleep on the side of a hill. It sags to one side and has a large lump in the middle of the mattress. I have exhausted all efforts to get them to honor their warranty. I have heard nothing from them. They don't respond to my e-mails or letters and have not called except one time when they gave me a complaint number code. Nothing since. I feel that I have been robbed of my money and victimized by false advertising. It would be no different if I were mugged on the street. They took my money and did not provide a decent mattress to sleep on. The warranty I was promised has not been answered to. The ceo's of this company should be investigated for fraud and racketeering.

Bought a new base and Mattress. Complained two days after delivery - unable to sleep on mattress. Was informed today (2 weeks after brand new bed was delivered) that nothing is wrong with mattress and would not be replaced. (Inspection was done by somebody who took 2 or 3 pics and who refused to either touch the bed or to lie down on it! We are not able to sleep on it at all. Chief Ops Officer in Durban has taken the decision that we will not get a replacement mattress. Talk about a bunch of con artists and a total rip off.

Bought first Serta Mattress and Box springs 9/27/09, delivered @10/16/09 first night right side was sagging way in, not acceptable. Called JCP, they came out and picked it up and brought mattress number two. Within a month the "Pillow Top" of mattress number 2 shiffed way over to the right about 2-3 inches. Looked like a herd of elephants have been living on it. Called JCP again and after NUMEROUS phone calls, taking and sending pictures, having JCP's Tech come out and take a report, being put on hold, being hung up on, emails, snail mail and more phone calls and now almost 6 months later, JCP is finally going to pick up mattress number two. JCP wanted to bring out a mattress number three, well, I will NEVER buy a Serta mattress again.
In the middle of all of the above I did call the Serta 800 number on the paperwork. Put on hold again numerous times, recording, and then apparently it was after they had closed for the day, message said they would call back within 48 hours. Well, now it is closer to 48 days. Still have not heard back from the wonderful (not) Serta company.

March 7, 2010

On May 5, 2007, I purchased a Serta Genesse Queen Sized mattress. By December 1, 2007, in just seven months, The Mattress Warehouse replaced the mattress because it sagged so much it met the 2" sag limit that justified replacement. They replaced the mattress with another Genesee mattress that they said had been enhanced to correct the original mattress defects. It is now March 3, 2010, and the Serta mattress inspector is due at my house in two days to see if the "new and improved" Genesee has sagged all the way down to the 2" minimum sag. It appears obvious that the defect correction applied to the Genesee line of mattresses is nothing more than a band-aid designed to hide the defect rather than actually fix it. My mattress is unusable at only 2 years and 3 months on a mattress guaranteed for ten years.

I purchased 3 mattresses from Conn's .One each for my parents and one for myself.Within a month of sleeping on them, the pillow tops started to "break down". They got worse and worse, so I called them.It took 3 months to finally come out to check on them.They used a measuring tape and took pictures.The guy never layed on them to see how deep they sagged.The guy said I would be hearing from them in 2 days.Then 2 weeks went by and no response.Then they said they would replace 2 of them, but the verdict was pending on the 3rd one. So I called back the next week to see when they were going to replace the 2 mattresses and they said they decided not to replace them.The store manager said it is not his problem and they salesman will not talk to me either on the phone.I have also sent messages to the home office 2 times and still no response. Well, the sad thing about this is, my Dad is totally blind and keeps falling out of the bed because the sides of the mattress has no support, and my Mother sags so deep she can't get out of the bed at all...She also has lung cancer and is bed-ridden and undergoing chemotherapy and radiation...That is sad..I told Conn's this too, and of course got no sympathy... Two of the mattresses are Spring Air and the other is a Serta Perfect Sleeper-Windsor. Both are queen size.I had to take my parents bed off the bed frame so they don't have far to fall when they do fall off the bed. If this is not resolved soon, I will have to call the BBB and the San Antonio Chamber of Commerce and any consumer protection agency there is. I cannot get an address for Serta and Spring Air, but hope to soon. There is a federal agency on mattresses and pillows and I will contact them to complain about all the mattress factories if they aren't going to make them correctly.

this is the third complaint that we have made regarding our mattress purchased 2 1/2 yrs ago. We have yet to hear a reply. The mattress is sinking tremedously. We were initially asked to take measurements and submit which we did; never receiving a return response. We are having trouble sleeping on this bed and feel that it should be replaced. Please respond to this complaint.

I bought a Serta Queen Amaryllis for $995 in June 2009, and it started to sag in the first week. I could also feel the metal inserts (or springs) digging into my flesh, which was painful. The bed was replaced with an identical model in July 2009, and the same exact problems started within the first month. I contacted Serta for a refund, but got the same run-around as everyone else. I sent them a certified letter yesterday informing them of my intent to file in small claims court. However, if anyone is involved in a class action suit against Serta please count me in. I will not go quietly. I will get restitution or Serta will rue the day I became a dissatisfied customer. Believe me!

I am informing Serta that this complaint is for the future, so that there is documentation of a defective mattress and box-spring that seriously injured my 3 year old daughter. She injured her spine, to be specific, not while sleeping, jumping or playing. She was supervised by her mother when the incident took place. Either you can take action by contacting us as soon as possible, or you will be hearing from our lawyers. Our lawyers advised us that you should contact us in a timely manner. This is a serious matter, so please do not take it lightly. Just for your imformation, this defective item is only 2 years old, so this incident should have never even occurred. We only want to hear back from you, right now. However, we will turn this matter into a much bigger problem for your corporation if you do not respond in a timely manner. Our Home number is: [protected] and my cell phone number is: [protected].

Respectfully,
Ms. Jami Fitzgerald(Mother of injured)
Mr. Leinbach

We bought a Serta "Rourke" queen set in Southern California and it was so full of odor and gasses I had to return it in one week. I slept on it three times and my sinuses and throat were adversely affected and I had headaches from it.

The sales manager recommended an exchange saying it may have had too much fire ###ant in it. California has a state law requiring all mattresses be treated with chemical fire ###ants but there is no identification on any labeling showing what chemicals are used in this treatment. Or the odor may be from the manufacturing materials.

So we had another "Rourke" delivered and it too was so full of gasseous odor it filled the whole room with a sickening chemical smell. When we tried to return this one (which we didn't even put linens on or use once) they said we had to pay an additional $150 to removed the set. DO NOT BUY THIS SERTA MATTRESS IN CALIFORNIA.

purchased st creek ept km mattress and box springs .
requested that the box springs be cut down 3-4 inches so thgat small wife coud get into bed easier. we assumed this was done however we find that we now have a high center to the bed and we constantlw roll from side to side from the middle outward. could it be a mattress problem or a box spring problem?
this isa serious problem for us (we are both 82 years old).
i have not contacted penny's.date of purchase was 07 03 09 .order #oco7977 for delivery. purchase price $1254 .62 inc. tax and delivery.

We bought a Serta Vera Wang pillow top mattress set in October 2008 and it began sagging within the first week. The furniture store where we purchased it replaced it with another exact mattress. Within days, it did the same thing. When we complained to Serta, they said someone would come check it out, but they never have (today is July 17, 2009). They told us over the phone that what we were experiencing was probably just "normal indentations". I believe that Serta is a rip-off company that claims to have a good warranty but won't do anything about a defective $2000 product. I will never again buy anything from Serta and will advise anyone else not to do so either.

I purchased a Serta Mattress 5 weeks ago. After 2 weeks, noticeable
indents began showing up in the mattress . . . it has a worn look
already . . and is already sinking in the center. The rep for
Serta came to my house (Darrell) and told me it was normal
wear for a mattress. He said it is only sinking 1/4 inch NOT
and in order for the warranty to be effective, it has to be
sinking 1 3/4 inches. He told me to turn the mattress ever
2 weeks. (i am 72 years old). I am not a big person. Less
than 140 lbs. I sleep alone. This mattress cost me $1800
. . . It is a Serta Dunmore Plush Top.
I have been seeing the Mancini Mattress Sleep Store commercials on television where Randy Mancini is saying he wants customers
to be satified with their purchases . . .well I am not a bit satisfied.
This mattress is no better than the four year old mattress I was
replacing.

I paid close to $1200.00 for a Serta Mosaic Mattress, Queen Size. I was delivered in a few days and after a week; I noticed that one side of the mattress had a 3-inch depression. I called the store and was immediately referred to “Joe” in the warranty Section. I then found out, that a mattress made by SERTA could not be exchanged for a new one. They insist on sending someone out to the house within a two week period to “inspect “ the mattress. After waiting until March, with no response, I called Serta in Maryland and they are about as clueless as can be about customer service. They kept referring me back to the store and after 2 weeks of phone calls, they reluctantly agreed to send some one out. After another 2 weeks, I gave up and will never buy another Serta product. They seem intent on waiting you out until you give up. Any buyers please use a Regular Credit card that a payment can be stopped. My mistake was using a bank debit card.. A hard lesson to learn!

In good faith I purchased a set of Serta Monet Elite Firm Queen size mattress . I begin to notice that the mattress had begon to sag after about four to six months after I purchased them . I contacted the store and was told to contact the service center, which I did. The serviceTech came out and
measured the dept of the sag appx. six different times . I made a DVD and took It to the store where I was told By the manager that it would be sent in inner store mail and I would be contacted and I never heard from the again.I bought insurance and had a foryteight month warranty. I even contacted The Serta Company and was tol that the personell at the stores were trained.The tech was very nice and confused as to why they just wouldn't exchange them Even tho I am VERY dissatified whit the services I hav recieved I still contiue to pay my bill, . It is truly poorly made and someone should take responsiblity and give me what I am paying for. i bought them because I need firm mattress for my back

My name is donald barrett, I purchased a serta queen size mattress sept.2007. Paid by check 867.99. The mattress is sagging in the middle, and is coming apart from the edge. It is almost impossible to get out of the bed. I have a 10 year warranty on this mattress. Please advise me what the next step is to correcting this problem. I spke with the salesman at mattress warehouse. He said we had to email you. Please email me as to when this problem will be taken care of..