Business Profile

Mattresses

Serta Simmons Bedding LLC

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Pattern of Complaints

Complaints

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

Customer Complaints Summary

110 total complaints in the last 3 years.
32 complaints closed in the last 12 months.

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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:08/25/2022
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 Beautyrest mattress that is defective and Simmons Bedding Company, LLC has already approved me to receive a comparable mattress or receive a check payment of $2,600. The issue now is that *************** the Vice President of **************** is totally ignoring all my emails, text messages and phone calls in which she is in violation of the terms and conditions. I have plenty of proof of the many emails where she promised to honor the $2,600 check amount until July of ****. Due to this total inconvenience, very rude treatment and beyond horrible customer service I was trying to get a little more as compensation and *************** was totally refusing to honor even a ***** more or any type of compensation. The issue is that this company is trying to take advantage of me because my comparable mattress on there website cost $2,437 plus $382 for the box spring which comes to $2,819 and *************** is only trying to give me $2,600. I was trying to get $4,000 for everything that I endured. This nightmare experience has now been going on for over one month and now *************** the individual that promised me the $2,600 is completely ignoring all my emails etc. I tried my best for *************** to be more than fair which is $2,437 for the comparable mattress, $382 for the box spring, $300 for delivery fee that I paid in which comes to $3,119 and the rest was compensation which the total compensation amount was $4,000 for the beyond horrible treatment that I have endured for months. I even lowered it down to $3,500 to be beyond fair and *************** totally refused. *************** said that when I was ready to take advantage of the $2,600 that I had until July of **** to email her and she would take care of that. Because *************** since day one has not been operating in good faith at all and to avoid going back and forth with this beyond horrible establishment I did exactly what *************** told me to do in order to receive the $2,600 and all emails has been completely ignored.
Business Response
Date: 09/02/2022
We are in communication with **************** and are working to resolve the issue.

Sincerely,
Serta Simmons Bedding
Customer Answer
Date: 09/02/2022
For the record Serta Simmons Bedding, LLC is in complete breach of contract. Evidence has already been provided that states that Mrs. ********************** Vice President of **************** has in fact agreed to and offered $2,600 to **************** for being sold a defective mattress. That the $2,600 amount is good and valid until ****. *************** even goes as far in several of her letters addressed to **************** in which states that *************** has all of her intentions to fulfill the terms and conditions of this bidding contract. As of right now that promise has not happened at all. Under no circumstances will **************** entertain any other offers and therefore the only offer that **************** is willing to accept is the offer that already has been approved and granted by ***************. This can immediately be resolved if Serta Simmons Bedding, LLC operates in good faith and finally issues the $2,600 check that **************** was promised. Failure to provide the check by September 16, 2022, I will have no other choice, but to take legal action for clear as day breach of contract. Thank you for your understanding!
Business Response
Date: 09/19/2022
Hi there,
We are in communication with **************** and are working towards a resolution.

Sincerely,
Serta Simmons Bedding
Customer Answer
Date: 09/20/2022
Serta Simmons Bedding, LLC has agreed to pay **************** the $2,600 last week, but **************** will not consider this case closed and resolved until **************** officially receives the $2,600 check as promised. I appreciate your patience and understanding. Thank you!
Business Response
Date: 10/03/2022
Hi Jamil,
Thank you for reaching out about your refund. We want to apologize for not setting the right expectation as our ************* process takes anywhere from 2-4 weeks. However, I can confirm that your refund check was processed, shipped, and received in the amount that was agreed upon between you and ***************. I have attached a copy of the ***** verification as to when the check was delivered and signed for.
You are all set on our end.
Best
Customer Answer
Date: 10/03/2022

Better Business Bureau:

This issue between **************** and Serta Simmons Bedding, LLC has finally been resolved. Its very unfortunate that it took so long to get this issue resolved and at the end of the day have lost a very loyal customer on how horrible **************** was treated by this business. You definitely do not treat loyal customers like this who has been very loyal for many years, but not anymore. Respectfully submitted!
Initial Complaint
Date:08/24/2022
Type:Order 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 bought a Simmons Beauty rest mattress which was still under warranty. The bed sagged in the middle so the said they would replace it. The one I got was full of spider eggs and after personally resolving that issue, the bed already sage again. I would like a new replacement that comes from the store to ensure the firmness and to make sure its not full of bugs.
Business Response
Date: 08/25/2022
Hi *****,
We're sorry to learn of your dissatisfaction and thank you for allowing us the opportunity to assist you. The limited warranty protects against issues resulting from manufacturing defects. The exclusive remedy under this limited warranty is replacement of the defective product with the same model or comparable if current model is discontinued.
Refunds are per the terms of sale with your retailer and therefore we're unable to assist with your request.
If you have any other questions or would like to speak to our team directly, please contact ************** or ***********************************

Sincerely,
Serta Simmons Bedding
Customer Answer
Date: 08/25/2022

Complaint: 17762401

I am rejecting this response because: this is the replacement of the original and its already defected and was full of spider eggs. I want a NEW one not one thats delivered full of bugs and goes bad within two months.

Sincerely,

*********************
Business Response
Date: 08/29/2022
Hello *****,

Thank you for allowing us an opportunity to assist you. Our team processed a replacement order for you on 08/26/2022. If you have any other questions or would like to speak to our team directly, please contact **************.

Sincerely,
Serta Simmons Bedding

Customer Answer
Date: 08/29/2022

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:08/16/2022
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.
We purchased a mattress (est 8/2020) from a local business for our new home. The cost was $1799 and it was to be a high-quality hybrid mattress. It was NOT comfortable but worse than that, in a very short period of time nearly all the stitching on the design on the top of the mattress unraveled. This was determined to be a manufacturiong defect and the mattress was to be replaced. Since it was NOT comfortable and already showing signs of indentations where we lay to sleep, we upgraded when it was replaced (9 months later) on 5/6/2021. This cost us an additional $800! Now, in August of 2022, we have the very same issues - stitching all unraveling (which again would dictate another warranty replacement), the sides of the bed are breaking down, and there is a "hill" in the middle of the bed!!! This is not the way a $2500 bed should behave! We already reached out to Serta for a refund so we could purchase a different brand and they advised us to go back to where we purchased. I have contacted the local store and they advise they do NOT give refunds! They will come and pick up this mattress and provide a store credit (We purchased all the furniture we needed when we originally bought this bed). They do not have another mattress in their store that feels right to us and we DO NOT want another Serta, so we are just out $2500 because they (Serta) are selling sub-par quality beds. That store credit will not buy groceries for these seniors and we will still have to have a major expenditure to get a decent bed on which to sleep. We are again asking to have our money refunded as we should not be trapped with this bed that needs replacing every year or so!
Business Response
Date: 08/23/2022
Hello Chis,

We're sorry to hear that you have not had a good experience with your Serta product. Refunds are per the terms of sale with your retailer. If it is their policy to issue a store credit instead of a refund, we're unable to overwrite such terms since we do not own the retailers. Perhaps they can order you the mattress that you're wanting using the store credit. We're here if you have any questions about the warranty.

Sincerely,
Serta ******* Bedding
Customer Answer
Date: 08/23/2022

Complaint: 17724220

I am rejecting this response because:
This is a mattress that is obviously poor quality (necessary to replace multiple times in a two year timeframe)!!! This business doesnt even have the courtesy to call to apologize!! I certainly do NOT want another of their beds!!!
Sincerely,

*********************
Business Response
Date: 08/24/2022
Hi there,

We're sorry for your continued dissatisfaction. Refunds are per the terms of sale with your retailer. When a product fails due to a manufacturing defect, the exclusive remedy under this warranty is replacement. Our **************** team has been in contact with you since July 2022. A representative will call you to discuss your concern.

Sincerely,
Serta ******* Bedding
Customer Answer
Date: 08/24/2022

Complaint: 17724220

I am rejecting this response because:
They SAY they will contact me via a phone call (which is what I requested when I first filed this complaint). If they actually speak with me, we will go from there..(by their own admission, they say they have been in communication with me since June but no one has attempted a phone call to the best of my knowledge)

Sincerely,

*********************
Business Response
Date: 09/09/2022
Hi *****,

Thank you for allowing us the opportunity to assist with your concern. Our team attempted to reach you at ************** and could not leave a message since your mailbox is full. Please contact us at ************** or provide a different phone number where our team can reach you.

Sincerely,
Serta ******* Bedding

Customer Answer
Date: 09/12/2022

Complaint: 17724220

I am rejecting this response because:
They did leave a VM message indicating they do not do refunds- just replacements. This bed has already been replaced once and now needs to be replaced AGAIN!!!! How many times am I expected to continue replacing this poor quality bed? This is not acceptable!!
Sincerely,

*********************
Business Response
Date: 09/13/2022
Hi *****,

Thank you for allowing us the opportunity to assist with your concern. Our team attempted to reach you at ************** and could not leave a message since your mailbox is full. Please contact us at ************** or provide a different phone number where our team can reach you.

Sincerely,
Serta ******* Bedding
Customer Answer
Date: 09/13/2022

Complaint: 17724220

I am rejecting this response because:
I received other VM messages today! No one else mentioned that my mailbox was full?????

Sincerely,

*********************
Initial Complaint
Date:08/04/2022
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.
Complaint in relation to a Beautyrest mattress purchased at Macys on 11/28/2020. Mattress is warrantied for 10 years. After less than a month, the mattress showed sagging. It began to show something like the peak of a mountain in the middle. We developed back pain, which this mattress is supposed to alleviate. Macys arranged for someone from Beautyrest to check the mattress. They decided it as "okay". Now a couple of years later, it is worse. I contacted Beautyrest again to have this checked. They again decided that there is no problem. I will be opening a case with the local department of consumer affairs because our health is at stake and this is a very pricey item. Any help will be appreciated.Thanks in advance.
Business Response
Date: 08/16/2022
Dear ****************,
We're sorry to hear about your experience with the Beautyrest ***************** Pillow Top mattress. In reviewing your claim, we're not seeing anything that would qualify for a warranty replacement per the limited warranty we offer. Our limited warranty protects against a number of issues resulting from manufacturing defects. Per the inspection completed on your mattress set,there are no defects present. Comfort preference is not considered a defect and therefore not covered under the limited warranty. A plush pillow top mattress will be very soft and conforming in nature which is not considered a defect. But with that said, we trust your experience using the mattress, so if you believe a replacement is best, we are happy to offer a one-time courtesy replacement. Please note that we're only able to make this exception once. For the remainder of the warranty period, the only way we would be able to replace the mattress again is if there is a very clear defect present. Please let us know if you have any further questions or concerns, we're always happy to help.

Sincerely,
Serta Simmons Bedding
Customer Answer
Date: 08/22/2022

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. We are complying with the instructions provided by the supplier which require we pay for the mattress delivery ($125.00) unless we are able to pick it up (which we are not able to do).
Thanks so much for your intervention!

Sincerely,

***********************
Initial Complaint
Date:07/29/2022
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.
Bought an alleged "cooling " mattress from Conns, before purchasing I bought insurance and asked that since the mattress came with an adjustable frame if ut would effect the mattress. The insurance sold to me was for appliances. OK, fine, contacted you filed a complaint and the grudgingly replaced the mattress. Here I am again, only now the mattress is literally falling apart at the seams! I attempted to file a claim through Conns when my Godson spilled his nearly empty sippy cup on our bed, the claim was denied for two reasons. I don't have the proper insurance and serta denied the claim because apparently a couple of ounces of soda can cause damage right where the adjustable bed folds.
Business Response
Date: 08/10/2022
Hi *******,
Thank you for allowing us an opportunity to assist with your mattress warranty concern. Our team will contact you directly to request more information and assist you further.
Sincerely,
Serta ******* Bedding
Initial Complaint
Date:07/29/2022
Type:Product 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 requested a replacement mattress from Beatytrest due to sagging on both sides it was under warranty. I had a luxury plush pillow top. I was promise a comparably one. Instead I was sent a hybrid hard mattress without a pillow top was sent an email mind was not a pillow top I sent a picture of the mattress Then they offered to sell me a new one at a discount the warrant on my old mattress still had over 10 years left on it. I even said I would settle for a thick plush mattress The case number is ******
Business Response
Date: 07/18/2022
This is not our consumer. We believe this is for a national beauty company with a similar name. We looked her up in our system, she was not in there. We are a local business that is only in ***********, **. She is in **********, **. We believe she meant to file this with another business. We have had this issue with consumers filing complaints with the BBB against us in the past that were actually supposed to be against a different business.
Business Response
Date: 08/10/2022
Hi Vestry,
Thank you for allowing us the opportunity to assist with your mattress concern. As per your request (see attached image), we manufactured and delivered a ********************************* 900-C Medium Pillow Top. If you have any other questions or concerns, please do not hesitate to contact us directly.
Sincerely,
Serta Simmons Bedding
Initial Complaint
Date:07/26/2022
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 mattress on 7-27-2018 with a 10-year warranty, and I was told by Beautyrest that they would honor the warranty, but they only offered to replace it with a mattress that is made from recycled materials and is not a pillow top. It was a significantly inferior mattress when compared to the mattress that I purchased. The mattress I purchased was a Beautyrest Platinum Foxdale Valley Plush Pillow Top, and the mattress they offered as a replacement is not comparable. The warranty indicates the replacement will be comparable. I tried working with them but they are extremely difficult to contact and they stopped returning my calls. This claim was filed 5/14/2021. The Beautyrest mattress that I purchased has deteriorated to the point where I can no longer use it because it causes me to wake up with severe pain. Due to the amount of time that has passed since I filed the claim, their lack of response, unwillingness to replace the mattress with a comparable mattress, and my inability to use the mattress, it became necessary for me to replace the mattress on my own. Therefore, I would like to receive a refund for their defective mattress. The attached warranty is the one that was included with the mattress paperwork at the time of delivery.
Business Response
Date: 08/01/2022
Hi ***,

We're sorry to learn of your dissatisfaction. Our team will reaching out to offer you a comparable model with a plush pillow top as your original mattress. We apologize for the confusion.

Sincerely,
Beautyrest Consumer Care
Customer Answer
Date: 08/04/2022

Complaint: 17625152
I am rejecting this response because I already tried working directly with Simmons Beauty Rest customer service for more than a year. They are extremely difficult to get in touch with and hard to work with. I always received a recording when returning their calls and needed to leave a message. I cannot take calls at work, so it was very difficult to be available when they called.In addition, during the many times that I was able to speak with them, they were unwilling to honor my warranty with a comparable mattress, and then stopped returning my calls. I should not have to spend more than a year trying to get them to honor their warranty, and then have to go through the Better Business Bureau. I have back and neck issues, and due to the length of time involved, and the extremely poor mattress condition after owning a mattress with a 10-year warranty for only 3 years, it became necessary for me to replace the mattress. In addition, I do not have confidence a new mattress will last for the remaining warranty period, and more than one year of the warranty was used during the time they were unwilling to honor their warranty. For these reasons, I believe it is reasonable to receive a refund for my purchase.

Sincerely,

*******************
Business Response
Date: 08/10/2022
Hi there,
We're sorry for your continued dissatisfaction. As previously discussed, refunds are per the terms of sale with your retailer. Please let us know if you would like to move forward with the warranty replacement mattress, Beautyrest ***************** Pillow Top.

Sincerely,
Serta Simmons Bedding
Customer Answer
Date: 08/15/2022
Complaint: 17625152

I am rejecting this response because:
As everyone already knows, the warranty is through Simmons, not the retailer,so I do not understand the reason Simmons is suggesting I contact the retailer for a refund. My stance is that Simmons still is not offering a comparable mattress replacement. There is more than one Beautyrest ***************** Pillow Top mattress, including *** Carbon Plush, Hybrid, and *** Diamond (lowest to highest price). Therefore, the mattress that Simmons is offering is unclear, but below are some of the differences that make the ***************** Pillow Top mattress inferior to the Platinum Foxdale Valley Plush Pillow Top that I purchased, regardless of the type of ***************** mattress style offered by Simmons.
Below are some of the items that are inferior to the mattress that I originally purchased.
- ActivePur is not included with the Harmony *** mattress offered by Simmons, but this was included with my original mattress. (additional details below)
- BackCare 3X, that includes **** additional pressure relieving micro coils, is not included with the Harmony *** mattress offered by Simmons, but this was included with my original mattress. (additional details below)
- T2 Pocketed Coil Technology included in the Harmony *** mattress offered by Simmons is inferior to the T3 Pocketed Coil Technology that was included with my original mattress. (additional details below)
- The mattress offered by Simmons has a Seaqual Sustainable Fabric that is not comparable to the mattress that I purchased.
    - Based upon the information I found on the Beautyrest Website, Seaqual refers to sustainable fabric technologies within each Beautyrest Harmony *** mattress. Seaqual is a leader in ocean plastic recovery and upcycling efforts.
    - I tried this mattress at a retailer and it felt clammy and sweaty. My current mattress is not produced with recycled plastic, nor other recycled materials.
- 2 Comfort Foam is included with my current mattress and the Harmony ****** offered by Simmons only has 1.5 to 2 Comfort Foam, depending upon the mattress model.

Additional ******************************************** Platinum Foxdale Valley Plush Pillow Top (that I purchased)
- InfiniCool Surface: Designed with cooling materials uniquely positioned just beneath the surface to move heat away from the body up to 20%better while you fall asleep.
- The fibers are also infused with ActivPur, an antimicrobial technology that helps prevent odor-causing bacteria, mold, and mildew to help keep your mattress fresh.
- BackCare 3X: Engineered with **** additional pressure relieving micro coils designed to provide individualized back support for each unique shape
- GelTouch Foam: A soft gel foam that provides soothing comfort with exceptional surface contouring and conformability
- Beautyrest **** Density T3 Pocketed Coil Technology: proprietary support technology that offers enhanced conformability and motion separation, thanks to ultra-responsive, individually wrapped coils. Helps provide conforming support and motion separation for undisturbed sleep.
- 2 3/4 " Comfort Foam
- Beautyrest Gel Memory Foam: Memory foam infused with gel contours to your body, helping provide exceptional support
- 1/2" Beautyrest Gel Memory Foam
- 3/4" GelTouch Foam
- 1 1/4 " AirFeel Foam

Beautyrest ***************** Pillow Top (offered by Simmons)
- Cover: Seaqual Sustainable Fabric: features sustainable fabrics from SEAQUAL, which is the leader in ocean plastic recycling efforts
- Comfort Layers: InfiniCool ***
- 1.5 to 2 Medium Comfort Foam, depending upon the mattress version
- 1 Air Feel Foam
- 1 RightTemp Wave Foam
- Dynamic Response Memory Foam
- 1 Geltouch Foam Support System
- Powered by T2 Pocketed Coil Technology

Sincerely,

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

Business Response
Date: 09/12/2022
Hi there,

We're sorry for your continued dissatisfaction. As previously discussed, refunds are per the terms of sale with your retailer. Please let us know if you would like to move forward with the warranty replacement mattress, Beautyrest ***************** Pillow Top.

Sincerely,
Serta Simmons Bedding
Customer Answer
Date: 09/13/2022

Complaint: 17625152

I am rejecting this response because:
I understand a refund is not an option, and I am willing to accept a comparable mattress as a replacement, however the Beautyrest ***************** Pillow Top mattress that has been offered by Simmons, is not comparable. According to the Simmons/Beautyrest warranty language, the mattress will be comparable.

Per the Simmons/Beautyrest Warranty, I am requesting that you offer a Queen size pillow top mattress that is comparable, and includes the features listed below that were included in my original purchase of a Queen **** Beautyrest Platinum Foxdale Valley Plush Pillow Top.

- No recycled materials: My current mattress is not made with recycled plastic or other recycled materials
- ActivePur: Antimicrobial technology that helps prevent odor-causing bacteria, mold, and mildew to help keep the mattress fresh is included in my current mattress.
- BackCare 3X: Engineered with **** additional pressure relieving micro coils designed to provide individualized back support for each unique shape is included in my current mattress.
- T3 Pocketed Coil Technology: Support technology that offers enhanced conformability and motion separation, thanks to ultra-responsive, individually wrapped coils that provide conforming support and motion separation for undisturbed sleep is included in my current mattress.
  - 2 Comfort Foam is included in my current mattress.

Sincerely,

*******************
Business Response
Date: 09/14/2022
Hi ***,

Thank you for allowing us the opportunity to assist you. Our Warranty team will contact you directly to explore potential options.

Sincerely,
Serta Simmons Bedding
Customer Answer
Date: 09/21/2022

Better Business Bureau:

Simmons contacted me directly, and their offer and my response are shown below.I accepted the Simmons offer for a **************************************** Plush Pillow Top,with a retail price of $4899, that was made in an email directly from Simmons,and I provided Simmons with my address. I asked Simmons to confirm my understanding of their offer, but it's been a couple of days and Simmons has not responded. Based upon my past experience with Simmons, I am not confident they will honor their offer. So I am requesting this case remain open until I receive the mattress. Please see the emails below that were done directly with Simmons.
Regards,
*******************

From: ******************* <****************>
Date: September 17, 2022 at 7:00:35 PM CDT
To: ***********************************
Subject: Re: Beautyrest Warranty

?Hi *********,

I appreciate your response and I agree to accept your offer for a **************************************** Plush Pillow Top mattress (here) with a retail price of $4899 as a comparable warranty replacement for my defective Beautyrest mattress, including delivery cost. My understanding is you agree to deliver the **************************************** Plush Pillow Top mattress to the address below at no additional cost to me.
Please let me know the delivery date and time for the replacement mattress so I can ensure someone will be home at the time of delivery. It would also be helpful to have a phone number for the delivery driver, so I can receive a better indication of the delivery time. My address and phone number are listed below.
Ship to:
*******************
**************************.
***********, ** 54935
************

Please confirm your agreement to the above, and I will advise the Better Business Bureau of our agreement.

Regards,
*******************

On Wednesday, September 14, 2022 at 12:59:33 PM PDT, Warranty @ Beautyrest <***********************************> wrote:

Hi ***,

My name is ********* and I work on the Beautyrest Consumer Warranty and Aftercare Team. We received your online warranty claim submission. Thank you for taking the time to reach out and submit the requested information!

Im sorry to hear about your experience with the *********************************** Foxdale Valley Plush Pillow Top! Id like to provide some additional information about the claim process so you know what to expect going forward.

In reviewing your claim with my team, our team has reviewed your claim and wants to move forward with a warranty replacement per the 10-year limited warranty.

Before creating a replacement order, though: could you provide us with your current shipping address?

Separately, I want to let you know that the current make and model your mattress is no longer in production. My apologies for the inconvenience. So for the warranty replacement, wed like to offer this: **************************************** Plush Pillow Top (here) retail is $4899. These are some of the key features:

BlackICE? with Plant-Based Cooling Technology 1 1/4 Airfeel? Foam 3/4SurfaceTouch? Gel Memory Foam 3 Aircool Memory Foam 1 Comfort layer made with Alpaca, Cashmere, and Silk Fibers 1/2 Self-Response? Latex 1 1/2 Energy Foam Support System 1 2K Nano Coil Powered by T3 Pocketed Coil Technology.

Im so sorry for any disappointment you've felt using your mattress, but Im hoping that this option will be the perfect solution. I look forward to hearing back from you!

Best,

********************
***********************************
{#HS:2009730545-1208821#}
Customer Answer
Date: 10/25/2022
Per the agreement, Simmons sent a replacement mattress, including freight, but the freight company (XPO Logistics) dropped the mattress about 3' to 4' from the back of the truck instead of lifting it down. In addition, the delivery personnel had an extremely difficult time carrying the mattress. At the time of delivery, the mattress seal was broken and there was damage to the mattress. We tried contacting XPOLogistics and their main office said they were liable, but indicated the local office needs to handle the claim. The local office was unwilling to assist.

Based upon this issue, we would like to re-open the complaint. Simmons mentioned "white glove delivery service", but throwing the mattress onto the ground certainly does not fall into that category. Therefore, we want to ensure a different freight company delivers the replacement mattress. We are very concerned with poor delivery service creating another issue, as well as retaliation for reporting the incident.

Your assistance is appreciated.
Business Response
Date: 10/27/2022
Hi there,
We are sorry to hear you did not have a good experience with the delivery of your Beautyrest Black ******* mattress. Our Warranty Aftercare team did not receive communication indicating there was an issue. Per the information received from XPO and attached photo, the product was delivered 10/18/2022 10:28:11 AM, inside your home in its original cardboard packaging. If you would please provide photos of the alleged damage, our team will be happy to review your concern.

Sincerely,
Serta Simmons Bedding
Customer Answer
Date: 10/28/2022

Complaint: 17625152

I am rejecting this response because:
I emailed Simmons the day the mattress delivered to advise them of the issue (see attached emails). The mattress was delivered via XPO Logistics and the delivery personnel dropped the mattress about 3' to 4' from the back of the truck instead of lifting it down. In addition, the delivery personnel had an extremely difficult time carrying the mattress into my house. At the time of delivery, the mattress seal was broken and in addition, there was internal damage to the coils. There is a popping sound when pushing on the side of the mattress. I tried contacting XPO Logistics and their main office said they were liable, but indicated the local office needed to handle the claim. The local office indicated the claim needs to come through Beauty Rest.
Sincerely,

*******************
Business Response
Date: 11/07/2022
Hi there,
We are sorry to hear you did not have a good experience with the delivery of your Beautyrest Black ******* mattress. Our Warranty Aftercare team did not receive communication indicating there was an issue. Per the information received from XPO and attached photo, the product was delivered 10/18/2022 10:28:11 AM, inside your home in its original cardboard packaging. If you would please provide photos of the alleged damage, our team will be happy to review your concern.

Sincerely,
Serta Simmons Bedding
Customer Answer
Date: 11/11/2022

Complaint: 17625152

I am rejecting this response because:
See attached emails that were sent to Simmons/BeautyRest the day the mattress delivered, along with the Simmons/BeautyRest responses. In the email string, Simmons/BeautyRest agreed to send a replacement mattress but I am concerned with poor delivery service by XPO Logistics. I would like to have the replacement mattress delivered to a store in *********** ** that handles Beauty Rest, so I can pick up the mattress from their store.
The mattress was delivered via XPO Logistics and their delivery personnel dropped the mattress about 4' to 5 from the back of the truck, instead of lifting it down. At the time of delivery, the mattress seal was broken and there was internal damage to the mattress. There is a popping sound when pushing on the side of the mattress. In addition, in the attached pictures, you can see damage to the corner of the box and some cuts on the front of the box.
The mattress delivered 10/18 and the issue was reported to ********************************** and *********************************** on 10/18 and again on 10/19. ********************************** responded but they said the only option is XPO Logistics. (see attached email string)
Sincerely,

*******************
Customer Answer
Date: 11/15/2022

Complaint: 17625152

I am rejecting this response because:
Complaint: 17625152

I am rejecting this response because:
See attached emails that were sent to Simmons/BeautyRest the day the mattress delivered, along with the Simmons/BeautyRest responses. In the email string, Simmons/BeautyRest agreed to send a replacement mattress but I am concerned with poor delivery service by XPO Logistics. I would like to have the replacement mattress delivered to a store in *********** ** that handles Beauty Rest, so I can pick up the mattress from their store.
The mattress was delivered via XPO Logistics and their delivery personnel dropped the mattress about 4' to 5 from the back of the truck, instead of lifting it down. At the time of delivery, the mattress seal was broken and there was internal damage to the mattress. There is a popping sound when pushing on the side of the mattress. In addition, in the attached pictures, you can see damage to the corner of the box and some cuts on the front of the box.
The mattress delivered 10/18 and the issue was reported to ********************************** and *********************************** on 10/18 and again on 10/19. ********************************** responded but they said the only option is XPO Logistics. (see attached email string)
Sincerely,

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

Business Response
Date: 11/17/2022
Hi ***,

We definitely understand your concern given your previous experience with the delivery agent. All of our products are manufactured on a made to order basis and shipped directly to the consumer through RXO Logistics. There is no alternative option we can offer you at the moment.

Please do not hesitate to contact us if you have additional questions.

Sincerely,
Serta Simmons Bedding

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