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Business Profile

Mattresses

Serta Simmons Bedding LLC

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

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

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Serta Simmons Bedding LLC has 20 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/22/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.

    • Initial Complaint

      Date:01/07/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 been dealing with this mattress for a number of years. we have turned it and even flipped it. All to no avail! The bed on one side has collapsed and we are having a great difficulty to even sleep.The bed is under warranty and Serta has given nothing but the run around

      Business Response

      Date: 12/20/2024

      I have received complaint ID: ********.  This customer does not appear to be in our service area.  Please update your records to reflect this and forward this complaint to Serta Mattress - ******, **, **********************************************************************************  ************

       

      Please close/resolve this complaint form Serta Mattress Company, ************************************* file as this does not belong to us.  

       

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

      Customer Service

      Business Response

      Date: 02/04/2025

      I have received complaint ID: ********.  This customer does not appear to be in our service area.  Please update your records to reflect this and forward this complaint to Serta Mattress - ******, **, **********************************************************************************  ************

       

      Please close/resolve this complaint form Serta Mattress Company, ************************************* file as this does not belong to us.  

       

    • Initial Complaint

      Date:01/06/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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.
      Ive had a problem since day one with this mattress. I called them and they were unwilling to do anything about it. The mattress has a dip in it and is impossible to sleep in.

    • Initial Complaint

      Date:12/31/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 and foundation from US Mattress in May 2020 which are defective. They come with a 10-year warranty. US Mattress was apparently changed ownership, and I was told to contact Simmons directly for warranty issues which I did. Although I have complied with all its request, the company has been giving me the runaround. It finally notifies me the only the foundation is being shipped with no mention of the mattress.

    • Initial Complaint

      Date:12/30/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 beauty rest black intercontinental mattress. While preparing to pitch the mattress I read that a boxspring must be purchased in order to have a warranty on the bed. I purchased both the mattress with the boxspring. Upon set up of my bed and after sleeping on it for the first night I felt and elevation in the middle of the mattress. The bed is also elevated along the edges. I then took off the mattress and looked at both the boxspring and the mattress. I noticed that the boxspring is not leveled. The wood protrudes in the center and along the ridge. It causes an indent in the mattress. I contacted Serta and was given the email of the supervisor. I emailed her the pictures of the boxspring and the mattress showing the dents that it is causing and she did not reply. I called back and was told to give her 48hrs. She did not reply. I sent a follow up email with no response.

    • Initial Complaint

      Date:12/27/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 mattress on-line through Serta Hospitality Guest Purchase. Immediately I received a text and email from the delivery company that my order was ready to be scheduled for delivery. This was to be a new mattress that would be made to order, so how could this be? The delivery company RXO wanted to schedule the delivery within days. I picked a date...they never called the night before nor the day of the delivery to give me the time window. I took time off from work, changed schedules with others. This happened two more times. The mattress was not in the warehouse to be delivered but I kept receiving texts to schedule the delivery. I called the Serta company multiple times. First, I was told my order was archived, they could not find it. With all of the noncommunication and fraud I called to cancel this order. I called and spoke to another representative who told me I needed to contact corporate by email only. If I cancelled the order, they would keep 25% even though I have not taken possession of the mattress and it isn't in a warehouse for delivery. This is robbery and they are frauds. I did not receive the product. I was not restocking it. They take your money, charge your card, and do not provide the product as they say. *** Delivery is also fraudulent.

    • Initial Complaint

      Date:12/16/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Labor Day 2023 I bought a Serta mattress and box spring from Macys.The mattress is dented permanently in a V shape head to toe. Like someone took all the stuffing out of it. Picture a hammock. Thats how it feels to lay in.The edge is rolled over where you get in and out of the bed.

    • Initial Complaint

      Date:12/14/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 from ********** online a Serta mattress in January 2024. By November 2024 the mattress had sunk on one side causing the person sleeping on that side backaches every morning and trouble sleeping every night. Contacted customer service who said to email pictures of sunken part, picture of law label on the mattress that has a 10 year warranty to customer service. Two weeks after sending email customer service emails back stating I must call ********** online to start warranty coverage. ** Pennies informs me that I must buy a new mattress and pay a restocking fee over $98.00. When they receive defective mattress back they will refund my purchase price. I told them that a restocking fee was crazy because the mattress is defective - it shouldn't be restocked. Serta will not honor the warranty because it was not purchased direct from Serta. No way ********** should cover the warranty from Serta since it is Serta's warranty and there is no reason to restock a defective mattress. I don't believe I should be required to purchase a new mattress in order to have the defective one replaced.

    • Initial Complaint

      Date:12/11/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 box spring from ************************** in July 2021. The box spring has cracked and is sagging terribly. I contacted ************************** through their warranty claim form on November 29th, 2024 and received an automatic response stating that they received my communication but never heard back from them. I contacted them again via email on December 9th, 2024 and called their customer service line December 10th, 2024 and was told to email again but no one has responded.

    • Initial Complaint

      Date:11/13/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 mattress last August and the mattress got delivered the end of September. The spring broke on a mattress a little over a year old. I reached out to the company and sent them copies of my receipt as well as pictures of the mattress in the area where the spring broke. Unfortunately, it hard to see a broken spring in a picture. I tried to send a video however, I couldnt upload the video on there complaint form website. The company keeps requesting the same information claiming they havent received it. No one from the company has tried to reach out to me by phone. This mattress has a 10 year warranty.

      Business Response

      Date: 11/12/2024

      I have received complaint ID: ********.  The customer does not appear to be in our service area.  Please update your records to reflect this and forward this complaint to Serta Mattress - ******, **, ******************************, **************, *******;12192.  ************. 

       

      Please close/reslove this complaint from Serta Mattress Company, ************************************* file as this does not belong to us.  

       

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

      Customer Service

    Serta Simmons Bedding LLC is NOT a BBB Accredited Business.

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