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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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    Customer Complaints Summary

    • 117 total complaints in the last 3 years.
    • 32 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: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

    • Initial Complaint

      Date:11/06/2024

      Type:Delivery 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 have been waiting over 30 days for a refund.

    • Initial Complaint

      Date:11/06/2024

      Type:Product 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 were granted a refund for the previous mattress of $650. The original store we purchased the mattress at has closed. We went to Mattress Firm and picked out a mattress. When I notified Serta they said I need to buy from them and its a higher price. Why should I pay more to Serta? All the email's are attached.

    • Initial Complaint

      Date:11/01/2024

      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 previously filed a complaint on September 16th 2024 regarding my mattress and did not get a response. I also attempted to work with the company directly and they were not willing to help me. My prior case number ID is ********. I am seeking replacement due to my mattress significantly contributing to worsening symptoms of my back disability. I find it appalling I did not receive a response on the last complaint. Is this how Serta does business now?Previous complaint details:I had a mattress replaced via a past BBB complaint. The mattress I originally filed the complaint for had lost all support and contributed to significant back issues. I am on disability with the VA for a fractured back, nerve damage, and multiple other issues. The mattress I opted to get said it had 18% more support than the one I had replaced. At first it was ok, but at this point, the new mattress has less support than the prior one, and is again contributing to my back issues. I tried resolving this through customer service but they said the pictures "didn't show what they needed" to say it had lost support. This is ridiculous. I am 6 feet tall and not even 200 pounds and the mattress sinks in significantly. When I sit on the side it sinks so far I am almost sitting on the bed frame. I have already provided all pictures and full explanation to customer service which I am sure there are records of. Just because you can't 'see' something in a picture doesn't mean the issue isn't there. This is what I don't understand. What I know because I have to live with it in person, is it has NO support, no matter what it looks like in pictures.

    • Initial Complaint

      Date:10/16/2024

      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.
      I purchased a mattress 40 days ago and it's sagging. I have the original tag although it has been removed. Before I found the tag I was under the impression that I didn't have it and I reached out to serta. A customer service associate by the name of Danni decided to speak on behalf of the legal team and absolutely refuse to let me speak to them in regards to working out some type of remedy based on the purchase receipt. Unfortunately she decided to be the representative for the legal team and insisted that not one soul in the company was going to help me without the tag. Upon finding the tag I reached back to where I purchased the mattress from and they are happily going to exchange it however I feel that it is very important for the better Business bureau to know what serta is doing in regards to their internal business practices. They are using third party suppliers to sell their products so that way when people have warranty complaints they can either use the tag being detached or a third party seller as means to get out of replacing the faulty mattresses they are selling. When attempting to bring up the fact that a civil suit requesting legal fees may be filed they take it as a challenge particularly Danni in customer service and when specifically asked if they are going to continue speaking on behalf of the legal team they double down and intentionally continue to do so. Danni is not a lawyer. Danni is not on your legal team. ***** is going to get your company into a lot of trouble if she continues to not get her head out of her...... U know. In the meantime I would like for serta to change their policies stop using mattress tags as a loophole to not honor warranty exchanges on the already faulty products you guys are selling as a scam to people. If it wasn't a scam you would sell the quality of mattress that you advertise. In the meantime the third party seller has agreed to exchange my mattress because I have the tag. Danni however, fire her.

    • Initial Complaint

      Date:10/13/2024

      Type:Customer Service 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 need someone to contact me from Beautyrest black regarding a black hybrid mattress. I am unsure how to reach anyone

    Serta Simmons Bedding LLC is NOT a BBB Accredited Business.

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