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January 2024 by Google User MLC
I have called the main office at least 5 times a day for 5 days. You get a recording 'put in the extension for the party you're trying to reach. Press zero for the operator press star to go back to listen to these options'. I press zero I get a recording that is going to be recorded, but all it does goes to a busy signal. How stupid is that. Must have a lot of complaints to not ever answer your phone. 5 days I'm telling you 5 days at least five times a day I have been trying to reach this company. It has definitely a lousy, incompetent, rude service department. I have even emailed them and I'm still not getting anywhere and it's not even about a complaint, as I see they have many. I only have a question to ask them. The customer service stinks.
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January 2024 by Janet Patton
I purchased a Serta icomfort mattress four years ago, it is without a doubt the worst mattress I have ever purchased. I paid $1,300.00 for this mattress, and I can no longer stand to sleep on it. It was completely lost all support ability, I get up hardly able to walk, my back and ribs are so sore, and my legs ache. I can punch my arm way down into the mattress it is so soft. I just spent one night at my daughters and was amazed how much better I felt when I got up in the morning.I am so disappointed in this mattress, I waited years to purchase it. I am a widow, average size, this should not have happened.
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December 2023 by Chaz Smith
Company with very poor communication and no respect for the time of others. Strongly discourage doing business with Serta.
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August 2023 by Louis Ackerman
Beware purchasing any serta mattresses. I purchased one, mainly based on advertising to be honest. It was one of the worst mistakes that I have made in some time. The mattress started feeling lumpy after a few months use, and the springs even started to dig into my back. I'm also, not a big guy at all, so weight shouldn't be an issue. Their insights and category managers should all be fired, for not listening to customer complaints, plus the support team. When I called to see what remedies could be offered, I was basically told to take a hike.
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June 2023 by Mark Thorsen
Absolutely do not buy a mattress from Serta directly. They use a delivery company called RXO that is the worst company I have delt with since Comcast of the early 2000's Trust me, you'll thank me later.
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January 2023 by Derek M
Ive had 3 Beautyrest mattresses and all 3 have had warranty issues. Poor quality mattresses. Never again.
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June 2022 by Frederick D.
The show room was open for an exclusive sale which had not been made in over 7 years. It pays to have connections. Nearly 50% off all their black series mattresses for Serta Simmons and Beautyrest, so we kinda went bananas. We ended up purchasing a C-Class mattress black and Redline series for less than half of what we paid for 6 years earlier. Also got 4 memory foam pillows called by Serta called Arctic Queen sized. When you touch them they feel cool to the touch. Very nice. Overall, a good value but still a costly shopping trip. At least our guest bedroom will finally be furnished and ready for visitors. The folks were super friendly and even gave our little one a couple of stuffed animals to take home. Nice! Can't wait to come here next year.
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April 2022 by Luke Z.
Bought a couple mattress" from serta, the first was great. The 2nd is now sagging after a year and a half. Your customer service and warranty is horrible. When you call customer service you get different information depending on who you get. You also get agents who will say let me put you on hold then hang up on you and no call back, and no calls back from management who are probably just as bad. I've left multiple messages to corporate asking for vp, president, etc and no call back. I've filed with the BBB and I'm going to be leaving reviews EVERYWHERE. I'll keep leaving reviews and calling until they make the situation right.
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May 2021 by Tweety Dufrene
I purchased a serta mattress in Feb 2017. I am attempting to file a claim. My mattress is 3 years old and is sagging like crazy. I am being told that I must file a claim with the seller, who refuses to file a claim on my behalf. I am stuck with a mattress that is still under warranty and Serta refuses to resolve the issue.
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March 2021 by James K.
Received a iSeries® Hybrid 1000 Medium Mattress as a replacement for my iSeries Mattress which had a 20 yr warranty, but in 7 years had two large divots and was causing back pain. I am 5'10" and slim, but the original iSeries mattress went bad with 13 years still left on the warranty. The iSeries® Hybrid 1000 Medium replacement Mattress they sent after charging me $311 upgrade/shipping fee is not Medium firm. It is extremely soft. So soft that I am barely able to walk when I get out of bed. My wife also has back pain that she never had with any other mattress. THIS MATTRESS IS WORSE THAN THE ORIGINAL DEFECTIVE ISERIES MATTRESS THAT WAS REPLACED. AVOID the iSeries® Hybrid 1000 Medium Mattress and Serta. They refused to make this right and TOTALLY DID NOT CARE THAT THE MATTRESS WAS CAUSING SERIOUS BACK ISSUES. There are many other mattress manufactures that have much better mattresses and actually care that their customers do not have back pain. AVOID SERTA!
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March 2021 by Robin V.
Update from my last review... A third boxspring was delivered. This one was ever dirtier than the previous two, so much so that the delivery guys didn't even take it off the truck as it was quite visible without even removing the plastic. I was assured this one would be inspected by someone at the plant before it was shipped. Obviously that did not happen again. My advice is choose another brand. Save yourself a lot of headache and time and get a better product.
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January 2021 by Phyllis Spiegel
This is the worst company to do business with.
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May 2020 by Jowed Hadeed
Mattress was good for first five years or so and then began to sink and I started experiencing lower back pain. When I tried to utilize the 10 year warranty to correct this they denied my claim because of stains in the bed. These were normal stains by the way. When I called the dealer, Mattress Firm, the gentleman I spoke with was very nice. The person who originally sold us the mattress was also very nice. This is not a complaint to the business but to the Simmons mattresses and the warranty it comes with. If you plan to ever need the warranty make sure to have a waterproof cover at all times, we had a cover at one point but it was obnoxious.
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May 2020 by C J
For the holiday season you'd be best off not falling for Serta/Mattress Firms "gotchas. "Do not buy the Serta mattress and beware the Mattress Firm 10 year Warranty is a joke. I bought the iSeries 100 mattress and after 8 months it was unbearable to sleep in as you can see from the big lumpy area in the attached pictures. At night you'd roll right into this area. I submitted my claim (Case Number: 02410070 ) through Mattress Firm and it was denied as they (Tiffany G) stated "Based on the information you have provided, we have determined that your merchandise meets the manufacturer's standards." They saw these pictures and literally said it was ok by their standards so I was stuck with this mattress with no refund or exchange option. After a few more months I couldn't bear it anymore and just tossed it and ate the cost. I still deserve my money back. Totally unacceptable and very disappointed in both companies.
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May 2020 by Adam Pfeiffer
Mattress already needs to be replaced and its only 2 years old
