Business Profile

Mattresses

Serta Simmons Bedding LLC

This business is NOT BBB Accredited.

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This business has 1 alert

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

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

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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.

Initial Complaint
Date:12/17/2023
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.
After 3 months, the mattress developed hills and valleys which do not smooth out when the unit is rotated as advised. I changed to a platform base to try to even it out to no avail and have the recommended 5 Beautyrest base. This is not what we were expected from Simmons Beautyrest at all. I have changed to Sleep Number I 10.
Business Response
Date: 01/24/2024
Hi *******,
******* here with the Beautyrest Customer Experience Team. We received your BBB complaint and are sorry to hear about your experience.

After reviewing your claim and if you are still interesting in doing so, we'll be happy to continue to process a warranty claim for you. For all claims, we require the following information:
1. Copy of your invoice or receipt to confirm your purchase (you've provided this)
2. Clear photo of the mattress tag indicating its make, model, and size (although blurry, this photo was provided and legible)
3. Clear photos of the issue you've described so our team may determine the defect based on the limited warranty we offer

I see that you've requested a refund of which we are not offering as it is not part of the limited warranty we offer. Your original purchase was made with ********************** and they would be responsible for issuing your funds back. We cannot guarantee that this is something they would offer as every authorized retailer has their own terms and conditions for returns.

If you are interested in pursuing a claim for a replacement mattress, please let me know. I'll be happy to issue a replacement for the same make, model, and size as you have now once photos of a defect are received.

Kind Regards
Customer Answer
Date: 01/25/2024

Complaint: 21016407

I am rejecting this response because:

Sincerely,

***********************************
Business Response
Date: 02/01/2024
Hi *******,
We've received your rejection through BBB. I want to reiterate that we see that you've requested a refund of which we are not offering as it is not part of the limited warranty we offer. Your original purchase was made with ********************** and they would be responsible for issuing your funds back. We cannot guarantee that this is something they would offer as every authorized retailer has their own terms and conditions for returns.
If you are interested in pursuing a claim for a replacement mattress, please provide clear photos of the issue you've described. We can issue a replacement for the same make, model, and size as you have now once photos of a defect are received.
You may read through our limited warranty here for reference: *******************************************************************
Kind Regards
Customer Answer
Date: 02/04/2024

Complaint: 21016407

I am rejecting this response because:
We tried 3 different bases, in cluding a platform base.
I am aware it is too late to return or exchange and are sick over this awful ******* purchase.
There are hills & valleys in t he middle that slants down each side.
City Furniture/****** claim not to handle warranty issues and referred me to you
for issues.

Sincerely,

***********************************
Initial Complaint
Date:11/30/2023
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.
On September 14, 2023 we contacted Mattress Direct about a Beauty Rest Pemberton ************** we purchased back in February 1, 2016. We contacted them due to the mattress springs failed causing a V-shape indentation on one side of the bed. The bed manufacturer has a full replacement warranty of 10 years from time of purchase. We spoke with a sales person at the store in ********, ******** that instructed ** to go online and fill out the manufacturer warranty form, which then will be submitted to ********************* in *********, ********. We filled out the form with pictures and submitted it. We waited three weeks for a response and received nothing. On October 5, 2023 we contacted ******** Home, who is the mattress warranty company, and the customer service person stated that they received the pictures and everything has been approved, but more specific pictures were required of the frame and box springs. We would have never known about the additional pictures had we not be persistent in calling about the status of our account. The additional pictures were submitted on October 8, 2023. We waited 4 more weeks and called again on November 7th, and spoke to a woman at ******** Home. She stated that they did receive everything, but nothing has been approved per her computer screen. She went on to state that she hopes that ******** Homes will approve it next week because they only approve them on Mondays and Tuesdays, but they are not open on Mondays. My wife has called an additional three times in between these dates and we told that the process takes time and to give it more time. This entire encounter has been over the course of 9 weeks. During this time frame, the bed has been unusable causing my wife and I to sleep in separate beds. I hope that your investigation expedites this warranty claim. Thank you *************************
Business Response
Date: 01/24/2024
Hi *******,
******* here with the Beautyrest Customer Experience Team. We received your BBB complaint and are sorry to hear about your experience with Mattress Direct. We do our best to work with our authorized retailers to ensure they are providing a good experience. In your case, this was far from what we were hoping for.
Apologies for my delayed response as well. I see that you've been in response with our Customer Experience Team shortly after this complaint was made. They were able to process a claim with you and your replacement delivered about a month ago.
We appreciate your candid feedback. We'll continue to provide this feedback with our retailers to help improve experiences.
Kind Regards
Initial Complaint
Date:11/09/2023
Type:Service or Repair 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.
This complaint is regarding a significant problem with the Serta mattress I had purchased. Its quality has caused me a great deal of problems, including excruciating back ache. I think the flaws are caused by torn seams or broken coils, which leave the mattress with early sagging and deep impressions. Despite following the requirements of the companys warranty, as validated by ************************ (bed inspection specialists), based on the inspection the mattress has no stains and sits on a sturdy support/base. Furthermore, Serta has declined to honor the warranty and is recommending a simple continued rotation procedure instead of replacing the mattress. The company claims **** year warranty but it's not honoring it, not only is this refusal to take responsibility annoying, but it also clearly violates the warranty. I consider this to be a careless move on Serta's part, given that it ignores my legitimate worries and the discomfort I am feeling as a result of the mattress' poor and defective quality.I ask that the issue be handled in a timely and proper manner. I demand that the warranty's conditions be followed and that the problem be fixed with either a new mattress or a complete refund. Thank you, BBB for assisting with this matter
Business Response
Date: 11/21/2023
Hi there,
We received ***************'s BBB complaint and have reviewed the claim submitted through Serta's authorized retailer, *********.

For context, having purchased through **************************** is subject to the terms and conditions of the retailer's warranty process. Our retailers evaluate claims based on the Serta ******* ******* limited warranty offered which can be read about here: ***********************************************************************************************************************************.
********* elected to send an inspector to evaluate ****'s mattress. Based on the inspection report, it was determined that ****'s mattress does not show signs of a warranty defect and does not qualify for a replacement.
As the Customer Experience with ************************** (our online support team) we stand behind the retailers evaluation of this warranty claim.

If there are any questions regarding the claim, **** will need to reach out to the retailer ********* as they were the ones who handled the claim and can offer alternative solutions if possible.

Best
Customer Answer
Date: 11/21/2023

Complaint: 20851615

I am rejecting this response because:
Company did not provide specifics what's covered by the warranty, and what was the difference between my reported defects and Serta's warranty based on the inspection.
This issue is not resolved, I expect the company to address the problem.
Sincerely,

****************
Initial Complaint
Date:10/21/2023
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.
This is regarding Beautyrest Silver BRS900-C ***** in. ********** *************** Mattress with 6 Box Spring which we purchased online from *********** *****************. CA branch on Oct 20, 2021. Order Number: WD84109365. Order Total: $1,648.33 The warranty is 10 years; specified as an Extra Firm Mattress. In less than 2 years of use it cavesin after the sleeper lays down on the bed. The mattress has been turned a couple of times because the other sidealsocaves in when the sleeper lays down. There has been a single user, and he experiences backpain as a result of sleeping on this mattress. Further use *** result in back injuries.On Oct 14, 2023 we complained to Simmons customer assistance. On Oct 19, 2023 they responded but refused a warranty replacement because they "do not see anything in the complaint that would qualify for a warranty replacement".We have appealed again, suggesting that they send their representative to come and inspect the mattress. There has been no further response from them.
Business Response
Date: 10/30/2023
Hi there,
We are sorry to see we've received a BBB complaint for this warranty issue. Reviewing the correspondence between the Beautyrest Customer Experience Team and the ****, a resolution has been provided and the case has been resolved.
While the team is experiencing higher than normal volumes which are creating longer response times, we've determined there was no issue with processing this case (replacement order placed on 10/25/2023). **** can expect a new, free replacement delivered via RXO in the coming business days.
We hope this helps provide a better understanding of the situation.
Best
Customer Answer
Date: 10/30/2023

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:10/20/2023
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.
Purchased a beauty rest$2999. from ************************************ in ************ ** and 2 years later it was coming apart at the seams in the corner. ***************** replaced it and we paid the difference between the first one and the second mattress $83.79. Ordered it on 9-2 and received it 3 weeks later and 2 weeks later I was putting sheets on and used handles on side to tuck sheets under and the bottom ripped called ***************** and they said they wouldnt replace it. Called Simmons several time no answer always says closed for the holiday. Been emails from them but getting the run around.
Business Response
Date: 10/26/2023
Hi ****,
We've received your BBB complaint and are sorry to hear about your experience. After reviewing your communication with our Beautyrest Customer Experience Team and with the sales representative for ************************************, we'd like to provide an outline of the events as we understand them.
Per ************************************, you approached them with a warranty claim of a torn handle on the mattress. ************************************ honored a replacement as a courtesy due to the damage being outside of the limited warranty covered. You may read more about what is not covered under the limited warranty, specifically regarding handles online here: *******************************************************************
As you've stated, using the handles to reposition the mattress caused the handle to rip again which ************************************ denied replacing as a second time.
Our Beautyrest Customer Experience Team has been in communication with you and in good faith are offering a one time courtesy replacement despite the error in use. We are currently waiting for you to provide your proof of purchase from ************************************ and a clear photo of your mattress tag indicating its make, model, and size. As soon as we are able to verify your purchase and your mattress, we're happy to honor a one time courtesy replacement as outlined in our email correspondence (last sent 10/21/2023 to ****************************).
We encourage you to respond to our team through email with your receipt and photo of the manufacturing tag so we may move forward with a one-time replacement. Moving forward, please do not use the handles to move or life the mattress as they will tear, which will not be covered under the limited warranty Beautyrest offers.
Best
Initial Complaint
Date:10/18/2023
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.
On March 25th 2018, I purchased a k greenfield park ******* mattress through CFS (custom fundraising solution). As of June 2023 we noticed the mattress was sinking in on one side. Our mattress came with a ten year manafacturing warranty which I sent a claim to serta ******* online in August.I received a response on Sept 15 from *** that read "Hello *********,*** here from the Customer Experience team at Beautyrest.com! We want to apologize for our delayed response as we have been experiencing high email volumes. We received your message and would be happy to help.We have received your claim. Currently, all Beautyrest dealers handle their own warranty claims. Since you purchase was completed through Custom Fundraising Solutions, we have reached out to our internal team to determine if our warranty team (or CFS team) can assist with your claim. We truly apologize for the delay. Once we have the proper determination, we can either assist you with your claim or provide you with the contact information for the team who can.We thank you kindly for your patience. Please do not hesitate to reach out to us if you have any additional questions, comments, or concerns.Best,"On October 10 I sent another email asking the status and if someone could resolve this matter with no response as of yet.I would like this matter to be resolved.,
Business Response
Date: 10/26/2023
Hi *********,
We've received your BBB complaint and are sorry to hear about your experience. Let's go over some important information to consider as we move forward with a resolution.
Having purchased originally through Custom Fundraising Solution, Beautyrest does not have access to your payment or order information and are not offering a refund or return of your purchase. Authorized Beautyrest retailers like CFS are responsible for evaluating warranty claims but it is unfortunate to hear CSF has yet to do so.
Reviewing your warranty claim submission, we'll be happy to absorb this claim directly and offer a replacement based on the current models available through Beautyrest.com.
The current make and model of mattress you own is no longer in production. For the warranty replacement, wed like to offer the current and comparable model we have available on Beautyrest.com, the ************************ Firm Pillow Top - King (700811740-1060) size free of charge (retail price $2699.00 plus tax).

If you'd like to review its features, check it out online (**********************************************************************) and choose ******* *************************** and [Firm Pillow Top] on the website.
We ship using our partner RXO, expected delivery is between 2-4 weeks. When the replacement arrives, RXO will remove your current mattress. We certainly don't want you to go without a mattress, so the swap will be done during delivery.

Please confirm youd like to receive this warranty replacement and well ship it to the address you've provided in your BBB complaint.

Best
Customer Answer
Date: 10/26/2023

Complaint: 20746929

I am rejecting this response because:

Due to the delay in response from serta international and not being able to sleep on the sagging mattress a new mattress was purchased. I would request that the offered replacement of ******* would be issued.

Sincerely,

***********************************
Business Response
Date: 11/01/2023
Hi there,
We are sorry to hear ********* does not want to move forward with a warranty replacement. Having purchased through Custom Fundraising Solutions, we as the manufacturer do not have access to *********'s original order or payment information and are not offering a refund. If a refund is thought to be best, CFS who has access to and is responsible for the original transaction will need to be contacted. We cannot guarantee the outcome of the request for a refund as it will be the decision of the original retailer.
Alternatively, the limited warranty Beautyrest offers provides a free replacement mattress as it states below and linked here (*******************************************************):
Service
If your Beautyrest or ******* mattress or foundation fails due to a manufacturing defect, the exclusive remedy under this warranty will be replacement of the defective product in the U.S., *********** or *******************. If the Beautyrest or ******* product you purchased is discontinued at the time of replacement, a current model of comparable quality and value will be selected.
If the customer would like a replacement, we'd be happy to continue with the warranty claim as covered by the manufacturer's warranty we offer.
Best
Customer Answer
Date: 11/01/2023

Complaint: 20746929

I am rejecting this response because:
The paid invoice was sent with warranty claim submission but I am attaching again.
Please see the Attached PAID INVOICE.
Again we request a refund. We would like to resolve the issue rather then filing a law suit.
Sincerely,

***********************************
Initial Complaint
Date:09/19/2023
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.
Hello,I bought a mattress and bed frame from sertaguestpurchase.com for $548.90 on December 04, 2018. After owning the mattress for 5 years the center of the mattress collapsed due to a manufacturer defect and since it was still under the 10-year warranty provided by Serta I filled out a warranty claim. After providing proof that I was the original purchaser and that the damage was covered by the Serta warranty, I was offered a discount of $548.90 towards the purchase of a new mattress from their website. Looking through their website I noticed that the lowest cost mattress was over $1000 and tried to ask for a replacement instead, but I was told since they could not find the same mattress or one of equal quality I would have to pay for a more expensive one if I want a replacement. I tried explaining that their warranty clearly states that "If identical materials are not available at the time of repair or replacement, we reserve the right to substitute materials of equal quality" and nowhere is there mention in their warranty about giving a discount instead. Then I tried to get a refund instead, but I was denied and after sending my last email I no longer received any replies from the customer service representative. I tried to make another warranty claim but received no response then I tried to message through the "Contact Us" on their website and also did not receive a response. My warranty claim case number is #******** and I will upload my email conversations and a picture of the mattress. You can find their warranty at "*****************************************************" and "*************************************************************". Thank you for your time.- ***************************
Business Response
Date: 10/05/2023
Hi *****,
We are so sorry to hear about your experience! Having purchased through Guest Purchase, you have been unfortunately communicating with the wrong support team. Our Serta Support Customer Experience team is separate than Guest Purchase Support including offering different model lines of mattresses. Our Serta Support Team is knowledgeable about and can offer replacements from our national Serta line offered on Serta.com (this is different than the **************** Guest Purchase offers).
You have a few options to consider:
If you'd like to keep your current warranty and be evaluated by the correct team, please reach out to *********************************************** directly. I cannot guarantee how quickly they will evaluate and resolved your case, but they would be the correct team to speak with.
Alternatively, we're happy to honor an exception by replacing your mattress will a national model available on Serta.com. We are not experts on the ****************, however based on price range and features we can offer the following mattress free of charge:
Serta Serene Sky - **********************************************************************
Please choose your size and comfort level (firm, plush, plush pillow top)
It's important to note that your original Hospitality mattress is two-sided, the Serene Sky is one-sided. Also, by accepting this acception outside of Guest Purchase you will no longer be covered by the limited warranty. The replacement will be considered as-is and no eligible for a return, refund, or exchange.
We look forward to hearing from you.
Best,
*******

Customer Answer
Date: 10/05/2023

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. I would like a firm full size replacement mattress and I can be contacted with further
questions at **********************.

Sincerely,

***************************
Customer Answer
Date: 10/25/2023

Complaint: 20623879

I am rejecting this response because: Hello, I recently created a complaint towards Serta International and was able to reach a resolution in which they would provide a replacement for my mattress, but after sending them a message telling them that I am satisfied with the resolution and specifying what mattress I would like they did not reply. After waiting for 2 weeks I would like to know if they are willing accept this resolution or deny it. Thank you, ***************************

Business Response
Date: 11/01/2023
Hi *****,
Apologies for the delayed response. I see that you accepted a full, firm sized Serta Serene Sky mattress. Please provide your full shipping address so that we may process the order.
Best
Customer Answer
Date: 11/01/2023

Better Business Bureau:

My address is ************************************************************ and could you please respond with an estimated time of delivery to my personal email at **********************.
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:08/22/2023
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.
Last year in July 6 2022 I purchased extra firm H3235**36353237363438H H3333383432**33323330Hes We are older and wanted a new H3333383432**33323330H to ease our back conditions When they made the delivery to me I noticed it was ripped and the edges were torn and there was some discoloration So they finally sent a new H3333383432**33323330H but before a year had passed I had to put 2 comforters on the H3333383432**33323330H to get better support for me to sleep. In ******* I noticed when I laid on the sheets it became lumpy and uneven. Then lumps were in the middle of the H3333383432**33323330H and you could see the lumps underneath the sheets. I removed the sheets and took some quarters on the high and low and you could see the difference in height of the H3333383432**33323330H like an elevated mountain or ***** They assured me it was a good and it wasn&#**;t The wood under the foundation you could see where the boards were buckling and it was broke between it. I paid **** dollars called H3235**36353237363438H and they gave me a case number ******** and I sent them pictures.
Business Response
Date: 08/24/2023
Hi there,
On August 21st, our Serta Customer Support team received an email from the customer containing photos of their **********************. ********************** box foundation, and foundation law tag.
Based on the information listed on the law tag, the foundation was purchased from **************************. The customer was advised to contact ************************************* to initiate the claim as retailers are responsible for managing claims for Serta customers using the Serta limited warranty terms and guidelines. The current address and phone number for ************************** is listed below.
**************************
*********************************
****************, ** 63043
**************
Although the mattress law tag was not included in the customer's initial correspondence, the customer may also initiate a ********************************************* claim through ************************** if ************************** was the original point of purchase for the mattress as well.
If the mattress was purchased elsewhere, we would advise the customer to contact the original ********************** retailer for help initiating a claim.
If the customer is unsure where the ********************** was purchased, please provide a photo of the white law tag that is affixed to the mattress, typically at the foot, so that we can determine the appropriate dealer contact information.
We hope this is helpful.
Best,
Serta Support
Initial Complaint
Date:07/31/2023
Type:Service or Repair Issues
Status:
UnansweredMore 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 Mattress at ************************** 4 years ago with a 10 year warranty. I didn't realize when it came time or had to replace it I would have to deal with Serta directly. I don't think it's fair since I purchased through ***'s not Serta directly. ***'s doesn't have a good contract with Serta to resolve issues. When I had to contact Serta myself I have the most horrible experience ever. They lack **************** Skills and work gear to successfully do their jobs. I would like my Mattress replaced like the warranty said. I don't expect to jump through hoops to do so. I think ***'s should be liable to make the transaction happen successfully since I purchased through them. Don't see anywhere in my paperwork that it says I must contact Serta directly for replacement if necessary. I think ***'s has failed me as a Consumer to the product they carry in their store. I have attached copies of letters to the *** of ***'s and Serta. I have lost sleep because of this and sleepless nights because of the worn mattress. My back and neck hurt constantly.
Business Response
Date: 08/02/2023
Hi there,
We are sorry to hear about your experience! We've escalated your case through to our ***'s Club representative for resolution. You should be hearing from the ***'s Club team soon.
Best,
The Serta Team
Customer Answer
Date: 08/03/2023

Complaint: 20401158

I am rejecting this response because: This is not only a ***'s issue but it is a Serta issue as well. The 3rd party delivery company Serta use needs to be addressed as well. Why would Serta revert it back to ***'s? Why didn't they take ownership of what was in the letter because it's about them as well?

Sincerely,

*******************************
Business Response
Date: 08/04/2023
Hi *****,
Thank you for your candid feedback. I've checked with our ***'s Club representative who has confirmed they have not received a response from you regarding your options: 1) A free replacement, or 2) A full refund. The ***'s Club support team is waiting and ready to find a resolution for you either through a replacement or full refund. Please respond here or directly via email to the ***'s Club support team on how you would like to move forward.
Best,
The Serta Team
Customer Answer
Date: 08/04/2023

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,

*******************************
Customer Answer
Date: 08/29/2023

Complaint: 20401158

I am rejecting this response because:
I didn't accept or agree to the offer/resolution because Serta is still responsible due to my warranty. Serta's delivery company hasn't had the proper gear to enter into the home and the delivery company and Serta there is a lack of communication and I as the customer am in the middle of all this. I have received conflicting information regarding delivery dates and time frame.

If you have any questions or concerns, please feel free to call me at ************ or ***********************

I am literally losing sleep because of the stress and the worn mattress that I've had for 4 years with a 10 year warranty.

Thank you,
Sincerely,

*******************************
Initial Complaint
Date:07/26/2023
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 bought a Serta Down Comforter that is leaking feathers all over. When I Contacted Serta they said they are not responsible because they licensed another company to make their comforter. I would like a refund or replacement for this faulty product.I have attached a screenshot of the email they sent me passing the buck. On their product. nowhere on the packaging did it say Keeco comforter.I have also sent a picture of the packaging. It is a Serta brand Not Keeco branded.
Business Response
Date: 07/27/2023
Hi there,
Reviewing this case, the Serta Customer Support team offered the correct information to *************************** regarding his down comforter purchase. While our team would love to help, this product is manufactured by a third party, Keeco. This third party manufacturer is representing the brand, Serta. It is the responsibility of the manufacturer (Keeco) to handle all warranty claims and replacements. In this case, we believe that if ******* contacted ***** as directed, a warranty replacement would be offered.
Keeco's contact information is as follows:
US: ************
Email: *********************************
Alternatively, if ******* is requesting a refund for the product then the original point of purchase would need to be contacted. For example, if the product was purchased through Target then Target would be responsible for issuing a return based on their return policies. We do not have access to *******'s original order or payment information as the item was not purchased through Serta.com.
Best,
The Serta Team

Customer Answer
Date: 07/27/2023

Complaint: 20378466

I am rejecting this response because: I have contacted. Keeco. But the fact remains that I bought a Serta branded product. Not a keeco product. How is this not your responsibility?

Sincerely,

***************************
Business Response
Date: 08/01/2023
Hi there,
We're sorry to hear about your experience with *****. We'd love to escalate this warranty case internally through our Keeco representative. To do so we'll need a few things:
1) *******'s proof of purchase of the item (receipt or invoice)
2) A clear photo of the issue described
3) Manufacturing tags on the item (typically sewn along the seem indicating its size)
Once we receive this information, we'll be happy to pass it along on *******'s behalf to Keeco to complete the warranty claim.
Best,
The Serta Team

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