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

  2451 Industry Ave Doraville, GA 30360-3159

• 

  Serta Simmons Bedding LLC

  5401 Trillium Blvd. #250 Hoffman Estates, IL 60192

• 

  Serta Simmons Bedding LLC

  2600 Forbs Avenue Hoffman Estates, IL 60192-3723

• 

  Serta Simmons Bedding LLC

  101 N. 104th Avenue #A Tolleson, AZ 85353

• 

  Serta Simmons Bedding LLC

  1510 NE 37th Ave Portland, OR 97232-1844

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:10/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 filed a warranty claim in April 2022 to replace my mattress. Serta tried for months to not honor their warranty policy, claiming I had to have it approved by ***** since I had bought it originally there. After months of ***** not responding, Serta finally accepted my warranty claim. I had already provided every document and picture proving that I met the warranty policy in April. They approved my warranty replacement in July 2022 I believe. Since then, they have failed to deliver me my replacement mattress, which I need due to back issues. They partner with a company called XPO Logistics. They have canceled on my delivery 6 times with 16 hours of delivery time slots that I had to be home for, affecting my work schedule. XPO claims they damaged the mattress and needed another in order to ship me a good mattress. I had to inform Serta of this and they claim to have sent XPO another mattress that is not damaged, but XPO claims they have not received the mattress. Serta is taking no responsibility for this dilemma and putting the onus on myself and XPO. I have about 100 emails between myself and Serta, dozens between myself and XPO, and countless calls and hours to Serta and XPO trying to sort this out. This has been one of the worst customer experiences I have ever had, I have never had to complain or file a report against a company before this is not something I would resort to typically, but I have no other choice. If ai do not take further action I am afraid I will never get this mattress that I am owed by Serta. Thank you, I can provide any further documents as needed and free to talk on phone whenever ************

  Business Response

  Date: 10/17/2022

  Hi ******,

   

  Thank you for allowing us the opportunity to assist. We are truly sorry for the experience with the delivery of your product. Per our records, your order was delivered 10/04/2022 and a $150 gift card was issued for the inconvenience. Please do not hesitate to contact us if you have any other questions or concern.

   

  Sincerely,

  Serta ******* Bedding

  Customer Answer

  Date: 10/17/2022

  I never received a $150 gift card

  Business Response

  Date: 10/18/2022

  Hi ******,
  
  Thank you for allowing us the opportunity to assist. We are truly sorry for the experience with the delivery of your product. Per our records, your order was delivered 10/04/2022 and a $150 gift card was issued for the inconvenience. Please do not hesitate to contact us if you have any other questions or concern.
  
  Sincerely,
  Serta ******* Bedding

  Customer Answer

  Date: 10/20/2022

  I never received the $150 gift card

  Business Response

  Date: 10/21/2022

  Hi there,

   

  On 10/05/2022, our delivery partner XPO issued a $150 gift card. If you have additional questions, please feel free to contact XPO.

   

   

  Best,

  Serta ******* Bedding

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 began trying to file a manufacturer defect claim back when I 1st reveived the mattress in this warranty dispute. However it became so difficult and my time was so limited I was not able to hound them down and finish the process.Now I am filing the claim for a warranty replacement because the issue has gotten so bad that I am rolling off the side of the mattress because the inner frame is so collapsed and broken.Upon sending in the warranty claim, they repsond and say that there is normals amount of sagging in the mattress for normal wear and tear. This claim has nothing to do with the mattress sagging it's about the frame that is broken that arrived to me broken or collapsed.I need the return credit ASAP because I have to purchase a new mattress from mattress firm and they will not allow me to until I have the credit. - Because I will need the credit to my bank account or toward the new mattress, and I need the new mattress by next week. I may soon need to purchase the mattress if I don't get this resolved in time, and then I would need the credit to go directly back to my bank account in my debit card.I have tried contacting them by phone and am not able to reach them.I tried working with another worker through the call center a couple of days about the issue, but he refused to assist me, saying that he can not help me. Only the people whom I can not contact or communicate with, can help me.

  Business Response

  Date: 10/17/2022

  Hi ****,

  We are sorry to learn of your dissatisfaction with the outcome of your warranty claim through Mattress Firm. Our valued retail partners are authorized to provide warranty service, and can do so promptly and efficiently. We kindly ask that you continue to work with your retailer towards a resolution. 

   

  Sincerely,

  Serta Simmons Bedding

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchased a Serta mattress about a year ago and it has a 10 year manufacturers warranty so I did not purchase a store extended warranty. I purchased which was JCP .com. We have had so many issues with this mattress and they got worse and worse until my back and hip were in pain from the sinking and the bulging ** in places so I called JCP and they sent me to Serta. My husband emailed them and Serta sent us back to JCP. Then JCP sent me back to Serta. Just back and forth until we can no longer talk to them on the phone or email because we literally get no help at all. Serta is not honoring their 10 warranty. I have called Serta and also emailed them, I will attach an email where they tell me to go back to JCP. The phone conversations were the same.I have the tags still on the bed and it shows all the dates that it was shipped etc. I will copy and paste the purchase below. The tags still on the bed reflect the information below. I would like a refund and Serta is not willing to help us in this matter at all. They haven't even offered a replacement which I would not want to get even if offered because I feel this model is defective and could have the same issues again. No matter who sleeps on what side the issues still continues on one side only and continues to get worse. We are both well under the weight limit of this bed and see no reason why it could happen other than being defective. Thank you for your help in this matter, ************************* See information below for specifics on dates and product:Fri, Aug 26, 12:35 PM serta 10 yr warranty ************** jcp.com Serta Serene Sky **** Tight Top - Mattress + Box Spring ******************************** 1 $665.78 Date Shipped: 08/03/2021

  Business Response

  Date: 10/07/2022

  Hi *****, 

  Thank you for reaching out and we are so sorry to hear about your experience. We'd like to help however there is some important information to consider as we move forward. 

  Having purchased through JCP.com, we as the manufacturer do not have access to your order or payment information and cannot offer a refund. In the event of a return, you will need to contact JCP as they would be the company who is responsible for your refund in full since they are your original point of purchase. 

  While many retailers, including JCP, handle their own warranties (which is why they offer extended warranty times for purchase) if there is any confusion on their end, we're happy to step in to honor a warranty replacement based on the information you've provided. Out 10-year limited warranty offers a replacement, not a refund. Please keep a lookout for an email from our team confirming a replacement, which will include a free removal of your current mattress and a delivery of a new one. 

  We hope this helps!

  Customer Answer

  Date: 10/10/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchased a Serta Mattress with a 10yr Manufacture warranty in 2017 and have made several attempts since 2017 to get a replacement warranty mattress for the defective item I purchased. I have called Serta direct ************ on several occasions over the years with no success. I have been promised a Supervisor would contact me and have filed a claim on numerous occasions with absolutely no follow-up or recourse.Each time I contact Serta I am told to do the manufactures warranty claim process all over again. The Team Leads/Managers/Supervisors do not assist the customer service reps and will not allow any calls to be escalated. It is very unfortunate for a company this size to be allowed to falsely advertise a warranty service plan that they make it impossible to have adhered. I have suffered enormous back pain, and endured much stress over this false advertising and damaged product since 2017. I request immediate replacement of my Serta Mattress and Refund of my Serta box springs as I have since had to purchase a Adjustable base from another company who's reputation and reviews regarding service and warranty stands true to there product name. I have spent a enormous amount of money on back doctors, physical therapy, and chiropractors visit.I have emailed Serta over 10 times throughout the years all information pertaining to my warranty claim and now to be told today that none of my claims or inquiries are in the system including the one I just made again on yesterday October 10/4/2022 was lost. Per the ******** Service Agent ****** and Manager/Supervisor ******* at 1-************.

  Business Response

  Date: 10/07/2022

  Hi ****,

  Thank you for reaching out. We are truly sorry to hear about your experience. We take your comfort and sleep very seriously so to hear that you've been dealing with a possibly defective mattress for so long is something we want to get taken care of as quickly as possible. I have confirmed with our team that we are in communication with you directly via email. We have received the photos you've provided and description of the issue you are experiencing with the mattress. With the information we have, we will be sending a full replacement mattress to hopefully get you sleeping comfortably again soon. While personal preference is not covered by the limited warranty we offer, if you believe a replacement is best we're certainly able to get that processed for you. 

  As for the request for your box spring purchase, this is not something we can offer if you did not purchase directly through our Serta.com website. Without being your original point of purchase, we cannot offer a refund for the funds we do not have access to. If you have your purchasing receipt for the box foundation we recommend reaching out to the retailer to request a refund. We cannot guarantee this is something that they would honor as every retailer has different terms and conditions for their products, but you may ask them to see what your options may be. 

  Please keep a look out for a response from our team soon. This will confirm your mattress replacement, removal of the current one, and delivery of the new one. 

  We hope this helps!

  Customer Answer

  Date: 10/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me but still have several questions.

  What mattress will be the replacement? I need to know so I can ensure its one that will work with my back. Also, when should I expect the replacement to occur as I wish this matter to be expedited. 
  

  Also as far as the box springs I purshased both Serra products same day. (See attached receipt). I understand you cant offer a refund but I will accept a replacement on those faulty box springs along with the replacement mattress.

  I made the attempt to reach out to Serra direct today to obtain a status update with no resolve as of yet outside of this notice from Better Business Bureau. I was advised there is no information for me yet.

  I have both the mattresses and box springs ready and awaiting pickup once all replacement items are received.
  

  If it is easier/faster  I would prefer a Serta giftcard or voucher totalling the amount in which I spent for both items totalling $1122.65 so I can pick out my items which best suit my back at a local retailer.

  Please ensure to address all concerns in the body of this email!

  Thank you,

  *************************

  ************

   

   

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

• Initial Complaint

  Date:09/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  My mattress was purchased at ********************** in *********** **************. After spending about a hour selecting this mattress & asking questions. I picked up on September 12, 2022. I slept on mattress on the next night sadly it was like steel, in the middle its like a hammock. I awoke in major back pain & clicking joints. I was diagnosed several years ago with *********** on disability. I have paid $799 plus tax. The company told me it had a 10 year warranty and returns would be done through manufacturer. I am not sure who to contact but I want my money back. So I can get a good mattress. I am in distress since this mattress came in my doors. Today is Friday September 16, 2022.

  Business Response

  Date: 09/19/2022

  Hi *******,

  Thank you for the information and we are sorry to hear about your experience. Returns or exchanges are per the terms of your sale with the retailer. Please reference your sale information for options with this particular retailer. 

   Our valued retail partners are also authorized to provide warranty service, and can do so promptly and efficiently. If you have moved or if your retailer is no longer in business, please contact Serta **************** for warranty service at ***************).

  Our Serta **************** team will be happy to assist with any questions about the warranty. Refunds and Returns are per the terms of sale with the retailer. 

   

  Sincerely,

  Serta ******* Bedding

  Customer Answer

  Date: 09/21/2022

  Guarantee/ Warranty Issues

  Order date: Sept 12, 2022. Amount: $854.93

    My mattress I purchased Sept. 12, 2022 from **********************  in *********** ** is sagging. This mattress is defective I am disabled and this is very uncomfortable. There is a depression where I sleep on bed ( I am 52 275 lbs). It is now like sleeping on a hammock and my back hurts after a few hours. The mattress comes with a 10 year warranty. ***************** said contact Serta. I got an email from Serta ******* saying ******* had to warranty. ******* said Serta handles this. I am confused and ******* said Serta should have called because this mattress comes with a 10 year Warranty. Can someone assist me in refunding my defective mattress. It is useless and I have gotten rid of my old mattress and now sleeping on my couch. I need my money back to get me a mattress because this mattress is not allowing me to count sheep. They claim to be hassle free Ive gotten nothing but the runaround. Please help BBB.

  Business Response

  Date: 09/22/2022

  Hi *******,

  Thank you for allowing us the opportunity to assist. Our Serta ******************* team will be reaching out to learn more about your situation and reach out to the retailer on your behalf.

   

  Sincerely,

  Serta ******* Bedding

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18038577
  
  I am rejecting this response. The only respectable resolution is my full refund of $854.93. Serta has given me the run around since September 12, 2022 when this defective mattress was purchased from Gordons Furniture. From the start till today September 28, 2022 I have lost all trust and want my money back. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 09/29/2022

  Hi *******,

  We completely understand your request for a refund. With ******** Furniture being your original point of purchase, we (as the manufacturer) do not have access to your order or payment information and cannot offer a refund. If you wish to process a return, please contact ******** Furniture directly with your receipt to get that processed. Each authorized partner like ******** may have their own terms and conditions for a return. It's best to speak with their support to to get more information about their return process. 

  Alternatively, per the 10-year limited warranty we offer, we're happy to pursue a warranty claim for a replacement mattress. To begin, I invite you to email us photos of the issue you've described and a clear photo of your mattress tag. These photos will allow us to verify the defect and the make/model of your mattress for a replacement. Our warranty team can be reached at ***********************. 

  We're happy to get a warranty claim started for a replacement and look forward to hearing from you. 

  Best

  Customer Answer

  Date: 09/29/2022

   
  Complaint: 18038577
  
  I am rejecting this response because: I purchased a Serta Queen (2 Sided) Presidential Suite X on Sept. 12, 2022. It was purchased from ***************** in ***********, ** ************** I authorize Serta International & BBB to contact this business and get all information pertaining to the purchase.  The company made it clear that any refunds or exchanges are done directly with Serta. Immediately Beautyrest, ******* and ******* started giving me the run around about my warranty blaming each other accountability. I can send the emails. I have lost all trust in this company and I am not being protected as a consumer. The mattress is defective and the only option I seek is a total refund from this establishment. I am 46 years old, been living alone, in my on apartment since the age of 17 years. I am disabled and 17 years ago diagnosed with Rheumatoid arthritis & Lupus. I am hoping that with the help of BBB you can help me in this matter.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:09/16/2022

  Type:Delivery Issues
  Status:

  AnsweredMore 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 purchased two pillows, online (10) days ago and the order (#****) still hasn't been fulfilled. I haven't received any communication from Simmons.

  Business Response

  Date: 09/20/2022

  Hi ******,

   

  We are sorry to learn of your dissatisfaction with your Simmons pillow order. This product is manufactured by a licensed partner. There was an issue with the production and shipment of the order thus the unfortunate delay. Our team has gone ahead and cancelled the order and refunded your money. If you have any other questions or would like to speak to our team directly, please contact *************** or *******************************

   

  Sincerely,
  Serta Simmons Bedding

• Initial Complaint

  Date:09/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 purchased a Beautyrest Black mattress in late April 2021, within 8 months the mattress began to breakdown. There are such significant dips in the mattress it can no longer be used. The model mattress I purchased retails at close to $4,000, which I negotiated down to $2,000. Spending $2,000 on a mattress is a serious investment and an investment on a product I would expect to last more than under a year before falling apart. There is a serious product defect here and Simmons is REFUSING to provide me with future credit and/or make good in any way on the defective product.

  Business Response

  Date: 09/12/2022

  Hi Amber,
  
  I'm sorry to hear you're not loving your Beautyrest mattress. Our Warranty team will be reaching out to request a copy of your receipt and photos of the issue to assist you further. 

   

  Sincerely,

  Serta Simmons Bedding

• Initial Complaint

  Date:09/03/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My wife and I purchased a Simmons Beautyrest Mattress just over three years ago. In April we moved foreward with a warranty claim because on both sides of the matress there was significant sagging where we both sleep.The warranty process was good and we were able to get the replacement mattress. Now being September, only 5 months after we have had the new mattress, we are experiencing the exact same issue. My wife and I are extremely unhappy and cannot believe the quality of their products. Here we thought we had got a defective product the first time, rather it is seeming that the support on these mattresses are very poorly made. We compare our 5 old month mattress to that of friends and family when we stay, and are several years old. Our new mattress has significant more compression than any of those mattresses. Even when staying in hotels, we feel the mattresses are not even compressed. It has us furious that we have a 5 month old mattress and when talking to the wholesaler "The Brick", they have said that unless we can measure a significant compression, there not much they can do. With this new mattress is seems to be that the foam firmness has failed and it does come back to its normal height.. When laying on mattress is seems as if there is significant hump in middle. We are beyond frustrated and don't know what direction to take.

  Business Response

  Date: 09/06/2022

  Hello ******,

   

  Thank you for allowing us the opportunity to assist you. We are sorry to learn of your experience and will have our Beautyrest ****** contact you directly to assist you further.

   

  Sincerely,
  Serta Simmons Bedding

  Customer Answer

  Date: 09/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/28/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Purchased queen ********************** for $1410.71 . ***** wants to charge a restocking fee for an item we did not even order. We are requesting a refund in full. They delivered the wrong **********************, not close to the description ordered through the link they provided. The terms agreed on were for a different ********************** with specific dimensions, and the one delivered to us did not meet the purchase criteria. We are therefore requesting a full refund. Replacement is not acceptable as we have lost trust in this company.

  Business Response

  Date: 08/30/2022

  Dear **************,

   

  We are sorry to learn of your dissatisfaction. We will review your request with our Guest Purchase team and will have a representative contact you directly to assist you further.

   

   

  Sincerely,

  Serta ******* Bedding

  Customer Answer

  Date: 08/30/2022

  Serta did not send us the mattress we ordered directly from the link they provided via email. When we complained a week after delivery via email, we were told via email reply that it was the correct mattress until we provided photos proving they delivered some 9 inch mattress instead of 12 inch. We have countless email exchanges with seller on same, can send you all of them if you provide an email address. We do not want a replacement mattress, told the company so via email reply 20 minutes after they sent email stating a replacement would be delivered. A replacement is not acceptable as we have lost all trust with this business. We have asked for a full refund multiple times. 

  Business Response

  Date: 09/01/2022

  Dear **************,

   

  Our Guest Purchase team has been in contact with you and as an exception has refunded your purchase less 25%. If you have any other questions or would like to speak to our team directly, please contact our Guest Purchase team.

   

  Sincereley,

  Serta ******* Bedding

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17787808
  
  I am rejecting this response because serta delivered the wrong mattress, not the mattress from the link they provided. There is no restocking fee charge for something we did not order. Request refund in full for your mistake, your error. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/06/2022

  Hello ****,

   

  Our Guest Purchase team will contact you to see about refunding the remaining 25% of your purchase.

   

  Sincerely,

  Serta ******* Bedding

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17787808
  
  I am rejecting this response because The only acceptable resolution is a total refund. Serta delivered an item we did not order, Serta delivered the wrong item which serta initially denied until we provided photo proof. 
  We can provide all email communication if you would like. Also, we were told previously that someone would contact us and no one has, email is ********************
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  My mattress I purchased from AAFES is sagging, I called and AFFES, they said contact Serta, I filled out claim form and got email from Serta saying AAFES had to warranty. ***** said Serta handles this. I am confused and aafes said Serta should have called because that is manufactured warranty. Can someone assist me in replacing my defective mattress.? I am a disabled Veteran and this is very uncomfortable.

  Business Response

  Date: 08/29/2022

  Dear Mr. *****,

   

  We are very sorry to learn of your negative experience. Our corporate warranty team will be reaching out to assist you further.

   

  Sincerely,

  Serta ******* Bedding