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Re: Serta's Warranty OR LACK THEREOF (Reply to this comment)
by neeliec
Hi....was this a Serta or a Sealy? You mentioned both in your review. Thanks.
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Jun 25 '06
4:40 pm PDT
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Re: Re: Re: Serta's Warranty OR LACK THEREOF (Reply to this comment)
by trishpilot
I purchased a Serta Pillow top and bottom mattress in October 2003. I had it delivered by the mattress store, and placed in my bedroom including the sellers recommended box spring. I was told the mattress had a 20 year warranty.
In the last months of 2004, the mattress developed a sinkhole in the center. I am a widow, and I am the only one who has slept on this mattress. I purchased a new, high quality mattress cover as soon as the bedding was installed.
I was never given any written warranty. I was never told that the mattress had to be turned every three or four months. An impossibility for me at any rate due to my age and the weight and bulk of the product.
In February of 2005, the sinkhole depth was such, that even staying on either side of the mattress was next to impossible, and I was getting backaches. I put a steel 48" ruler across the mattress, and used a 6" dial caliper to measure the depth of the deepest part of the hole. The actual measurement in Feb. was 1.5 inches. I went on-line and filled out the forms for a warranty claim. That was nearly four months ago. I have jumped thru hoops for their so called "customer service dept" until I am totally frustrated. They have about five 1-800 or 1-888 telephone numbers. All of the numbers connect to the same answering service, to which, Serta never responds.
I called their Corporate offices at my own expense, and asked to be connected to a customer service rep. Instead, I was sent back to the SAME answering machine. I have not been contacted, nor have I been able to talk to one of their cs people. I have sent, and received several messages via e-mail.
On April 19th, Serta sent a mattress inspector. To my unending suprise, he turned the mattress to the bottom side, pulled out a piece of string with a large bell weight fishing sinker, and "measured" the depth on the underside of the mattress. That was the first time the mattress had been turned. Near one end of the mattress, were two water spots, the inspector said they were probably from a tear in the plastic cover and happened at the warehouse, or the store where I purchased it (the store went out of business sometime between my purchase, and the problem)
Last week, Sealy denied the claim saying that the hole was ONLY 1.5" deep, and this was the "industry standard". I protested the denial. So they pretended to review the claim and three days later, denied it again, saying they didn't know what the spots were, and the depression was a "normal" body impression..
On May 17th, I took a photograph of the mattress which clearly showed the large bowl shaped sinkhole,approximately 36" X 48". I went in to my printmaster program and added a text box over the picture with the words "Sealy, The Industry Standard" and playfully described the sinkhole as a new comfy innovation which improves (ie. gets deeper) with age. I printed the text in Lemon yellow.
May 18th, I recieved the fastest response ever from the usually non-responsive Sealy, with an unveiled threat to sue me for sending them the picture of their own product, slander, was their term. They also said, that the watermarks (they called them "stains") voided the warranty, and if I didn't quit buggung them, they would take legal action against me.
My last mattress was a $99.00 discount store item. I owned it, and my husband and I slept on it from 1984 until 2003. It did not have any depressions, or sink holes in it when I replaced it with this expensive thing, which has lasted less than two years, caused many hours of work, many sleepless nights (counting sheep?) and resulted in nothing but insults and threats from the manufacturer. I only wish I had seen this website BEFORE I bought the Sealy! I see that many others have had similar problems. My next mattress will certainly NOT be a Sealy!
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May 18 '05
3:06 pm PDT
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Re: Re: Serta's Warranty OR LACK THEREOF (Reply to this comment)
by roadrunner1207
I, too, formerly owned a Serta mattress/box spring for almost 15 years and LOVED IT. Didn't think twice about rebuying a new one in December 03; in fact, didn't even consider any other brand----WHAT A MISTAKE!.
Had a price in mind of $1,200 and ended up at $1,500 (did I mention I'm a secretary?). Was delivered just before Holidays '03. Two weeks later HATED IT... Continued to ask for money back and told NO; had to select another style.
In January '03, chose Perfect Night Latex and upgraded mattress only (retained box spring from other mattress at suggestion of dealer) for another $450 so have now paid $1,950. Mattress deemed defective in May 04 and replaced in July 04. By the end of July, I knew I had another problem on my hands but because Serta insists that you have a 3" depression before they consider it defective, I waited. Early November 04, I contacted store bought from.. a "direct" Serta dealer who only sells Serta products. Took Serta till end of December to let me know I could replace this mattress with a $2,000 FULL RETAIL priced mattress.
PROBLEM: I paid $2,000 from a company whose "retail" prices are 20 to 30% LOWER than most stores and they don't want me doing business with him.. (By the way, Serta doesn't provide retail prices; they are set by dealer.) Also the latex mattress I purchased is now obsolete and was told in December that a new version would be available in January; then February; then in March was told I could "try one out" in a state that's about 200 miles away. Asked sales rep to call me so I could locate a store that has the new version but that hasn't happened... last time he called me (summer) he actually HOLLERED at me asking WHY I was calling him...
This is a Perfect Night Kapalua (king). I am in a SINKHOLE that's about 10 to 12 inches DEEP. If you move about 6 inches to either side, you're entire body is LEANING SIDEWAYS... My neck and shoulers are killing me and if watching TV in bed, the unevenness of the bed causes pressure points that make my legs switch. If this were an OLDER mattress, you would have replaced it a long time ago... this is only 7 months old and I knew it was a problem in the first month! My significant other's side isn't as much of a problem because he's only with me on weekends.
Was originally told by dealer that Serta had to OK the refund; while Serta told me that the dealer had to OK the refund. The RUN AROUND has been awful!
This is absolute B/S!!! I am so enraged that if I had the discretionary funds, I'd take this mattress out on the front lawn with a big sign indicating 'DO NOT EVER BUY FROM SERTA" and let everyone try it out!
Their customer service people and the sales rep are so RUDE to me I cannot believe it.
While I have indeed been able to get them to agree to replace this mattress and box spring without delivery fees, I have to choose a set that is at least $2K retail; EXCEPT that this set (which is no longer available) sold for a lot more in other stores. In order to get the same type mattress (latex), I will have to pay an upgrade charge of God knows how much... and if I chose a mattress that is less than $2K, I am out that amount of money.
I've been awake since 4:30 this morning (Sunday) not able to sleep and thinking of how to solve this problem... I have already contacted the Attorney General's office and they said that since Serta has indicated their willingness to correct, I have to abide by that... the AG's office also said they should have to make good on providing a "similar" quality mattress for the money I've spent... BUT they haven't placed the new mattress in local stores yet so I can try one out... proverbial rock and a hard place if you know what I mean!
Any ideas?
I wish they were publicly held cuz I'd buy a share of stock and attend their annual meeting!
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Mar 20 '05
6:36 am PST
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Serta Perfect Sleeper (Reply to this comment)
by ohiokim
I have had a top of the line Serta for 4 years, and one side of the mattress sags. If you lay in the middle of the mattress,it feels like you are laying on a sidewalk curb. One side of your body is going down hill. I don't like to complain, but the last Sterns and Foster lasted a good 10 years.
I have just started my journey on the warranty of this set. I came across this web site, and decided to comtribute. Luckily I purchased mine from a well known furniture store. It sounds like you get better warranty service this way. I will let everyone know my results
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Jan 19 '05
8:42 pm PST
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Re: Serta's Warranty (Reply to this comment)
by litmus101
you sir are a jackass, there is NO WARRANTY on any mattress period. I just spent 1200 bucks on a mattress and when the center of the coils dropped 5 inches . I went through all the calling emailing, calling, getting a SERTIfied inspector to the house approved the return setup an appointment. And then when they arrive with the New mattress they said because of a 2.5 Inch circular water stain in the corner. MY warranty is voided. I will never buy another SERTA product again.
I am already starting a National Class Action lawsuit. Please email me for more info.
Mike
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Nov 30 '04
1:24 pm PST
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SERTA WORTHLESS WARRANTY (Reply to this comment)
by suzann_1
We have a 7 year old Serta mattress with coils broken and coming thru the fabric on both sides of the mattress. Serta won't touch it because there's a stain on the fabric. What a scam! There is clearly a manufacturing defect here, especially since the mattress has the SAME problem on BOTH sides of the mattress in the same place. Their reaction? "We don't want it. You can tape it up and keep it" - and that is an exact quote from their customer service rep. Needless to say, I will NEVER buy another Serta mattress.
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Aug 18 '04
5:56 pm PDT
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Serta's Warranty (Reply to this comment)
by canadianinwi
I just wanted to throw in my two cents. I'm a sales person at a furniture retailer. We carried Sealy, Simmons and Serta up until a couple of months ago when we switched our entire line up to Serta (and the brand spankin' new Serta Masterpiece line - we're the first in America). Any warranty claims first go through my store's service department, and we will have a Sertafied technician come to your home to inspect the problem. From there, any replacement concern is taken care of with a simple reselection by the consumer from our line of product. Also, we do carry a mattress pad which provides a 10 yr warranty against stains, so no worries of any voided warranties. Those few things may be something for potential Serta consumers to ask their retailers about. I hope this helps some of you find comfort in future purchases of Serta's wonderful product line. Sweet Dreams! Andy in Milwaukee
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Oct 27 '03
12:55 am PST
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Serta warranty of no value to purchaser. (Reply to this comment)
by jsherer
I read the review by leanderson1127 and will reconsider my choice of mfr.
I highly value a warranty and base my purchasing choice on value (quality/durability), warranty, and price.
If a mfr's warranty is this shabby I'll go elsewhere.
Thank you leanderson1127 for passing on your experience with this company.
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Oct 15 '03
5:05 pm PDT
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serta mattress warranty (Reply to this comment)
by eddyj411
As stated by a previous email ALL mattress companies void warranties when there is a stain. Additionally you should always purchase your mattress at a furniture/mattress retailer that offers service as opposed to a dept. store. Retailers will be able to service your warranty issues while generally dept. store purchases require you to deal directly with the manufacturer.
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May 30 '03
9:58 am PDT
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serta mattress warranty (Reply to this comment)
by eddyj411
As stated by a previous email ALL mattress companies void warranties when there is a stain. Additionally you should always purchase your mattress at a furniture/mattress retailer that offers service as opposed to a dept. store. Retailers will be able to service your warranty issues while generally dept. store purchases require you to deal directly with the manufacturer.
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May 30 '03
9:57 am PDT
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Warranties (Reply to this comment)
by nowplease
All mattress companies will void the warranty if stained, for a simple logical reason....more times than not, a stain was a result of some form of liquid, the mattress have metal insides, liquids degrade and corrode metal, which could easily cause problems
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Apr 10 '03
7:58 pm PDT
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Hi There! (Reply to this comment)
by amyk49,  in Home and Garden
Sheesh! How frustrating! It would seem that an obvious defect like a spring poking through should be more easily dealt with. And of course for you to pay shipping for such an item is ridiculous!
I want to thank you for reviewing the Serta Perfect Night and sharing your experience. Hopefully you will receive some kind of compensation.
Keep writing :)
Amy
amyk49
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Mar 05 '03
10:49 am PST
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