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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

    • 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.

    Sort by

    Complaint status

    Complaint type

    • 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

    • Initial Complaint

      Date:10/09/2024

      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.
      Hello - on September 19th I was approved for a warranty mattress replacement from Serta due to a defect in my original mattress. I was told by the representative that my mattress was no longer available. She suggested a different plush mattress that was supposed to be just like I had. When the mattress arrived, it was so firm and nothing like the one I had and couldn't sleep on it. I contacted Serta the next day and they said it takes 2-12 weeks for a mattress to break in. I ended up going to Kohls and spent $300 on a foam topper so I could sleep on it. I emailed the representative 2 more times, but she wouldn't respond. Today I called Serta, and she pretty abruptly said there is nothing else they would do. I asked to speak to management, and she said OK, but the answer would be the same. All I'm asking is to get something I can sleep on. Thanks for your time.***** *****

    • Initial Complaint

      Date:09/16/2024

      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 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:08/26/2024

      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 Black Series One Extra Firm - King on June 12, 2024, I received a defective mattress with unfinished stitching around and loose threads all over, ripped and completely unfished. I contacted this company, and they advised me to submit a claim. When I received a response, it said the mattress could be replaced under the warranty, but it would be a "FINAL SALE" as if it was my fault this item was defective? I was only requesting a replacement, I wanted what I paid for not an unfinished ripped mattress, it should not be a replacement as a final sale. They were unwilling to send me what I paid for and process a return instead. I now have to find another mattress before I can schedule pick up for this one. They have sent me several harassing emails about returning the mattress and saying moving forward the mattress has no warranty. Ordering from this company has been horrible, you don't get what you pay for, and they are unwilling to make it right, worst customer service ever. I tried calling corporate, but their number doesn't work either, when you ask for a representative, it goes to a busy signal. Please do yourself a favor and do not purchase from this company, they are a scam.

    • Initial Complaint

      Date:07/31/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Subject: Complaint Regarding Defective Mattress Purchased on 12/30/22 I am writing to formally lodge a complaint regarding the Serta mattress I purchased on December 30, 2022. Despite being just over a year old, the mattress has developed significant issues that have rendered it uncomfortable and unsuitable for use.From the onset, the quality of the mattress has been disappointing. Most notably, there are now massive dips in the mattress, which have drastically affected my ability to sleep comfortably. This is unacceptable for a product that is supposed to come with a 7-year warranty.I initially reached out to the vendor on 2/17/24 to report these issues and seek a resolution. Unfortunately, my concerns were not addressed, and no assistance was provided. I made a second attempt on 7/5/24, but again, received no response or support.I am highly dissatisfied with the lack of response and support from both the vendor and Serta. Given the warranty and the significant investment I made in this mattress, I expect a prompt and satisfactory resolution to this issue. I request that Serta honor the warranty and either replace the defective mattress or provide a full refund.Please contact me at your earliest convenience to discuss the next steps. I hope to resolve this matter quickly and amicably.Thank you for your attention to this matter. I look forward to your prompt response.Sincerely,***************************

      Business Response

      Date: 08/20/2024

      Hi ******,

      We have received your BBB complaint and appreciate providing feedback about your experience. While we certainly take complaints very seriously, we need to go over some important information to consider.

      The Beautyrest limited warranty guards against manufacturing errors or defects within 10 years from purchase. It is expected for the mattress to break-in in the areas used the most. These normal body impressions include anything measuring 1.5" or less. We encourage you to read through the warranty found online: *******************************************************************

      Having reviewed the photos provided, the impressions we are seeing are considered normal body impressions and not eligible for a replacement. If you would like to submit another warranty claim in another 6-9 months should the issue worsen, you may do so here: ************************************************************************************

      We hope this information has helped and has set the appropriate expectation regarding the limited warranty. 

      All the best.

    • Initial Complaint

      Date:07/25/2024

      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.
      Lumps in a mattress still under warranty

    Serta Simmons Bedding LLC is NOT a BBB Accredited Business.

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