Complaints

This profile includes complaints for Serta Simmons Bedding LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Serta Simmons Bedding LLC has 20 locations, listed below.

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  Serta Simmons Bedding LLC

  2451 Industry Ave Doraville, GA 30360-3159

• 

  Serta Simmons Bedding LLC

  1510 NE 37th Ave Portland, OR 97232-1844

• 

  Serta Simmons Bedding LLC

  425 C St NW Auburn, WA 98001

• 

  Serta Simmons Bedding LLC

  9601 Cosner Drive Fredericksburg, VA 22408

• 

  Serta Simmons Bedding LLC

  20170 SW Avery Ct Tualatin, OR 97062-8571

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/19/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a new Beauty rest mattress on 11/10/2024, and with this mattress, the company, mattress firm, gave us a metal frame for free with this purchase, and after the 120 sleep trial, my mattress started sagging (a huge dip in the mattress on the top right and starting on the top left). Mattress Firm said I have a 10 year warranty and they gave me a website to file a claim to get a new beauty rest mattress or credit. I did everything the website said to do. I was to print out a measuring device they had on the website and use a broom stick, which is insane, to show the sagging of mattress, which I did, even though the sagging doesnt show until you are laying on it. I did everything I was supposed to including taking all sorts of pictures, which, if you need to see I have, and sent them via email. I got a letter back via email denying my 10 year warranty because they said the sagging is normal body impressions. First off, there is no way this much sagging is normal after only having the mattress 7 months. Second, you cant even tell the sagging is there until you get into the bed so I dont know how taking a picture with somebody out of the bed is gonna show the sagging.

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,Im requesting your assistance with a warranty issue regarding a Beautyrest mattress purchased from ***** in 2018 that developed severe sagging and back-support failure.I contacted Beautyrest directly since its their product. I submitted all required materials, including photos and proof of purchase. Despite initial guidance and willingness to process the claim, I was redirected to ***** with no further support.I did not contact ****** as I expected Beautyrest to stand behind their product. After weeks of delays and no resolution, I had no choice but to purchase a new mattress and donated the defective one to the ***************I am still requesting a full refund based on the defective nature of the product and Beautyrests failure to honor their warranty.Sincerely,Baris Alp *******, ** ************ ***************

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 10, 2017, I purchased a Serta icomfort High-Back Executive Chair i5000 series from my local Office Max store. The literature attached to the chair indicated a ten-year limited warranty. Within the past year, the leather material on the chair has worn off to the point where only the cushion is visible in spots. I called Serta customer service and was told ********************** did not manufacture the chair. Instead, True Innovations did and I was referred to them. **************** said the ten-year limited warranty only covered the leather material for three years. As my problem occurred after the three year time period, warranty coverage was not available. Thus, although Serta claimed a ten year warranty, it turns out it is only a three year warranty and it isn't Serta's warranty. This is misleading and reflects poorly on Serta. I ask Serta to repair my chair or to replace it.

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a beautyrest mattress. Started sagging after only 2 months of use. I filed a warranty claim. Took pics of problems and issues. Pics not good enough for them so I took more pics. Still not good enough for them. So I took a 3rd set of pics. They denied the warranty because they said my bed frame was not good enough. This is a 30 year old wood 4 poster bed with metal side rails and metal slates. This bed has held numerous mattresses over the years. My last mattress was over 15years old and started sagging. They cannot tell me the bed frame is the cause only after sleeping on it for 2 months. Please help.

• Initial Complaint

  Date:04/22/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 15th, I had the misfortune of calling Beautyrest and requesting a supervisor and learning you had no escalation policy while the staff are instructed to deal with it regardless of how irate a customer is. I learned the supervisors refused to come to the phone and expected me to call back. I found this behavior strange, rude and NOT customer focused, so I insisted on speaking to one anyway. After holding for 45 minutes, finally a person identifying himself as "Mr ******** came to the phone with no apology about the experience, the excessive holding, or knowledge of the issue. He enjoyed using the gaslit phrase of "I'm sorry YOU feel this way," which only exacerbated the issue. It seemed you employ "supervisors" that don't know how to display empathy or decency. I would like someone to pull the call I had with this "supervisor" and let me know if this is your gold star standard service? Call me back so we can have a far more decent discussion that includes empathy, decency and respectfulness. Thank you.

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have serious concerns regarding a defect in the Beautyrest Black Collection mattress I purchased from The Brick in February 2024. After only months of use, one side of the mattress has experienced a loss of support and major sinking, leading to a complete lack of comfort in that area. This issue is has significantly impacted my daily life, both physically and emotionally. We have had technicians assess the mattress and take measurements; however, the issue does not lie with the pillow top, which is why the 1.5" sag is not visible upon inspection. The defect is with the structure of the mattress's base, making it difficult to detect just by looking at it. The lack of support and major sinking become evident only when sitting or lying on the mattress. We have been trying to resolve this issue since September 13, 2024. We began to experience back pain before this date. We were away for the month of July, so we had only been sleeping on the mattress for 5 months before experiencing these issues. After this short period of use, the mattress began causing us major back issues, which have worsened over time. The lack of support in the mattress has resulted in severe back pain, which now affects me throughout the day. Nightly sleep disruptions due to discomfort have also left me feeling constantly tired and mentally fatigued, affecting my focus and emotional well-being. Emotionally, the loss of sleep and ongoing pain have added stress to my life, as I find myself feeling frustrated and anxious about my health. A mattress should be a source of rest and recovery, and I trusted that a product from the Beautyrest brand would fulfill that need. However, this defect has done the opposite, taking a toll on my physical and emotional health.Due to the chronic pain caused by the defective mattress, we have also resorted to sleeping on an air mattress. This is far from an acceptable solution and underscores the severity of the issue.

  Customer Answer

  Date: 03/25/2025

  The complaint is against Beautyrest Canada not the Brick.

  Customer Answer

  Date: 03/26/2025

  We purchased the mattress from the Brick.   We originally put in a complaint against the Brick and the BBB replied saying we needed to file a complaint against the mattress company which is Beautyrest.

  Customer Answer

  Date: 04/04/2025

   

  I have attached the requested warranty.

  As previously stated there is no issue with the pillow top portion of the mattress which is the only thing the technician and the Brick want to measure. 

  Our issue is with the structure under the pillow top.

  Thank you

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23111537
  
  I am rejecting this response because: 

  I have attached the requested warranty.

  As previously stated there is no issue with the pillow top portion of the mattress which is the only thing the technician and the Brick want to measure. 

  Our issue is with the structure under the pillow top.

  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON APRIL ****** WE PURCHASED A Beautyrest Felicity Pillow Top | King / Low Profile 5.5" Foundation. WE PAID $2,791.04 FOR THE MATTRESS. I HAS VERY VISIBLE SAGGING IN LESS THAN 1 YEAR. WE HAVE CONTACTED CUSTOMER SERVICE MULTIPLE TIMES, SENT NUMEROUS PICTURES OF THE BILL OF SALE, THE TAGS, THE FOUNDATION AND THE MATTRESS ITSELF. THEY ARE OFFERING TO REPLACE THE MATTRESS, "AS A COURTSEY" TO US . MY ISSUE IS THAT THEY DENY THE MATTRESS IS FAILING IN SPITE OF THE **** THAT IT CLEARLY IS. THE REPRESENTATIVES I HAVE SPOKEN TO THUS FAR HAVE NOT OFFERED AN ADEQUATE EXPLAINATION OR SOLUTION, NOR HAVE THEY ATTEMPTED TO ESCLATE TO SOMEONE WHO CAN ACTUALLY HELP. ALSO, I CANNOT LOCATE A NUMBER TO A CORPORATE OFFICE ANYWHERE!

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: April 13, 2024 I purchased an Eromotion King size mattress base from a company that is now closed and unable to be contacted. I have NEVER slept well on it. Something has been wrong since day one. I did contact the company but was told to "break it in". I finally got to where I could not sleep on it anymore. I was waking up with back spasms and neck pain. I soon learned the company I purchased it from was no longer in business and reached out to the manufacturer. The *** was wonderful, I have no complaints to discuss with her. She walked me through sending several photos. I was unable to lift the mattress myself and flipping the base is impossible as a single person. Additionally, I was told not to. As a single woman, that posed a large problem. I have since flipped it several times and sent several photos. Ultimately they did send a "one time courtesy tech" to my home to look at it. Regardless of all of the photos and documented issues, they did not provide any ***lacement parts other than a few screws. It was determined it was installed incorrectly and missing screws. The leg is broken, the frame is bent. I was then informed nothing is covered under warranty and I have to pay $300 an hour to have it fixed. They can't prove it wasn't a manufacturer defect, no one can! If it's damage from the installation, I can't do anything because the company is out of business. The manufacturer is not standing by their warranty. I'm stuck with a $3500 large piece of garbage to dispose of because they aren't responsible, when they certified someone to install (at a cost!!) a frame. The *** even mentioned she knew what the problem was because it happens all the time. After 1.5 hours on hold just to talk to someone today, my approx 6th phone call to them directly, was informed they offered me a "one time courtesy" and I'm on my own.

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In the past three years I have purchased five beautyrest heating blankets ! The first one stopped working the thermostat control, and it was replaced with a smaller blanket not equal to the one I had,because that's all they had at the time. A plaid one. Then the control on that one went. I am 79 years old I need the warmth so I ended up purchasing s three more beautyrest heating blankets., after each one koncked out, thermostat controls again. They flicker,. I went online follow their instructors it still didn't work. So I reached out to complain. I tried writing to the company,emailing the company, phoning the company !!! I even registered the letters to the company and and to ******* head office complaint ***** and no one !!! absolutely nobody responded to my complaint about the thermostat dials on these blankets! dying out ! I followed their instructions and it does not work. The case number above is because I finally got a hold of somebody but they didn't care for that department or look after the beautyrest heating blanket department and they gave me the above address and as I said before I have written them I have my letters I can show you on my computer . I have phoned them. I have text them and they just do not respond. I think it's disgusting that I have to keep buying a new blanket and they keep breaking down. They are beautiful warm blankets that material is lovely but their stupid dial outlets that plug into the wall or just not having any longevity therefore, I have to go out and buy another new blanket. I feel they are obligated to replace these blankets or refund my money. I have all the bills on my credit card.

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 04/14/24, I purchased a King sized Beauty Rest Black Mattress from Sleep Galleria for $3,600 for the mattress and an additional $1,500 for the luxury adjustable base. After sleeping on the mattress for a couple of weeks, I decided to change out the feet to the other size that came with the mattress. In order to change out the feet, the mattress would have to be taken off the base. It was during this process that I discovered a large rip at the seam of the mattress on one side that was approximately 8 inches long exposing the mattress filling. I am writing to formally file a complaint against Serta the company that owns the Beautyrest product regarding their refusal to honor the 10-year manufacturer's warranty on my mattress. I purchased a Beautyrest mattress from Sleep Galleria, an authorized Beautyrest dealer, which is now out of business. Unfortunately, due to their closure, I no longer have access to my original purchase receipt. My mattress is less than a year old and is experiencing significant sagging, which falls well within the conditions covered under Beautyrest's manufacturer's warranty. However, when I attempted to file a warranty claim directly with them, they informed me that I needed the original receipt. Given that the retailer is no longer in business, I have no way of obtaining this receipt, despite my mattress being covered under their stated 10-year warranty. I believe it is unreasonable for Beautyrest to deny my claim based solely on the inability to produce a receipt when the purchase was made from one of their authorized dealers as well as the law tag on the mattress not being compromised. Also that the product is still well within the warranty period. I am seeking a fair resolution, whether through inspection, proof of purchase alternatives or other reasonable verification method. I would appreciate BBB's assistance in addressing this issue as Beautyrest should uphold their warranty commitment. Please let me know the next steps.