SertaReviews of serta.com

I bought a Serta queen size mattress from Rose Brothers Furniture in Jacksonville, NC and after one week it had a big sinkhole in it. When I tried to return they wouldn't replace it because it had a tiny stain from my new grandbaby spitting up. Isn't that ridiculous? The mattress was no good! Rotten! Probably in some warehouse for 10 years! It cost me over $700.

DO NOT BUY! Poor construction and Serta does not stand behind the one-year warranty. In fact it isn’t even made by them. Within the first month of receiving our sofa in August, we started having trouble opening the bottom drawer. We could not immediately determine the cause, but the couch also began to sag at the back of the seat. I discovered the cause Thanksgiving when I suddenly found myself sitting in a hole and it is due to a defect in materials. The seat support was made from a very knotty piece of pine, which had split along the knots and eventually broke. This is a Manufacturing defect as it should have been noticed by the construction crew and a non-damaged board substituted. I have enclosed pictures of the break, showing the bad board and the break. This has then caused the seat to press on the lift up section, which has now also cracked along its rear support. The Chaise piece is undamaged and I was seeking replacement of the loveseat section, which is supposedly covered by a one year warranty against manufacturing defects. There has been no unusual use of the couch which would have caused damage. Since I did not figure out what was wrong until 90 days had passed from purchase, Amazon directed me to Serta warranty services. Turns out this isn’t really a Serta product, but they license out their name to other manufacturers. Serta told me that since the sofas are manufactured under license that I must go directly to the manufacturer and gave me a phone number and e-mail for a company called Lifestyle Solutions. I have been unable to reach them by phone. They do not respond to voice mails or emails. I am mad as hell as this was an expensive item and the Serta name had reassured me that I could safely make this purchase online with the one-year Warranty. Do not buy this product unless you want to take a chance on it being a very expensive piece of abstract art for the living room. And don’t buy anything from Serta, they will let anyone slap their name on a product and then not provide support.

Very bad product and service. Mattress is of poor quality and started showing weak spots after just 3 months. Stay away.

Customer service is beyond terrible I bought a serta 1 year ago it’s sagging and can’t for the life of me talk to anyone in customer service and mattress firm just wants to pass the buck

OMG so we buy our mattress in 2012. 2017 it was replaced due to sagging. My girl weighs 105lbs wet and her side sagged just as much as mine and I'm 275! Then we had to replace it again in 2020 for the same issue. Now it is May 2022 I contact Serta and they will not replace it stating the 10 year expired in March 2022. Ok, I was hospitalized in November 2021 with COVID and I'm still recovering in May. I wanted to get the mattress replaced last year but I got sick. I've asked to escalate this matter and have not received a response in over a week. But it only took them a couple of days to decline my claim. This is a horrible company to do business with and their product is not good!

I had to return a mattress within the 120-days trial period. Customer service was excellent. I got a response as soon as I e-mailed requesting a return. Customer service arranged for the mattress to be picked up at my convenience. The persons who picked up the mattress were courteous and efficient.

Horrible experience in returning mattress. I purchased a Serta Mattress at Sam's Club, I wasnt satisfied with the purchase so I decided to return it. I contacted Sams only to find out this had to go trough Serta (I still dont know why this was the case) nonetheless I contacted them and requested a return. They advised me that within 2-3 days someone would reach out to me to setup a pickup, due to finding the same mattress much cheaper elsewhere. Rather than adjust the price they said to just return it. The delivery people showed up at my house 3 days later as I greeted them at the door they showed me that Serta had cancelled my pickup with no reason as to why. I called them and they ensured me this issue would be resolved and escalated, I have called 4 times, every single time I get false promises yet nobody has contacted me nor has this been picked up. I contacted the company who would be picking up the mattress and they stated they have not received a request from them to pick up. These people dont know what they're doing and simply feeding you a script to not return this mattress.

I purchased a Serra mattress back in May on 5/20/20 from Bedding Mart located at 912 S Bowman Rd, Little Rock, AR.. On 8/16/21 I turned in a mattress Warranty claim because mattress was defective and sunk down on right side. My warranty claim was finally approved. I went back into the store to pick out new mattress and get claim settled. It was Labor Day weekend and manager let me know this was her busiest day of the year and she had customers on floor and claims were not good to take of that day but she would try. She hurriedly got me to choose a mattress, I did, and then rushed me again and handed my claim and paperwork over to associate there. Manager had said delivery people were not delivering in my area for several weeks so have to associate to schedule. Associate said he would schedule 9/11/21 but said I needed to be home all day and they would call before they came. Today is 9/11/21 and I have waited 1/2 of my Saturday so I called store and the delivery guy did not get my paperwork so will not be delivered today. Then when I asked when he could deliver, manager said the next Saturday. I said fine but I did not appreciate my customer service being downgraded due to mine being a warranty claim. I also had to pay an additional delivery and restocking fee of $94 to them. Sad customer service at this store. Will not make further purchases there.