Complaints

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

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  Serta Simmons Bedding LLC

  2451 Industry Ave Doraville, GA 30360-3159

• 

  Serta Simmons Bedding LLC

  5401 Trillium Blvd. #250 Hoffman Estates, IL 60192

• 

  Serta Simmons Bedding LLC

  2600 Forbs Avenue Hoffman Estates, IL 60192-3723

• 

  Serta Simmons Bedding LLC

  101 N. 104th Avenue #A Tolleson, AZ 85353

• 

  Serta Simmons Bedding LLC

  1510 NE 37th Ave Portland, OR 97232-1844

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:07/21/2023

  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 purchased two sets of mattresses and spring boxes back in 2020, but the mattress' quality is so bad. Serta promised to refund me (because of the 10-year warranty), but I never received it. Representatives used all kinds of excuses not to refund (credit card closed, bank letter...). I have dealt with it over 30 days since June 26, and still did not get a refund.

  Business Response

  Date: 07/25/2023

  Hi there,

  I'm so sorry to hear about your experience! Reviewing this claim it looks like *********'s original point of purchase was ***'s Club. As the manufacturer, we do not have access to Hsin-Yuan's order or purchase information and cannot offer a refund through our system. However, we have escalated the claim through to our ***'s Club sales representative to request ********* is taken care of by the ********** support team. ***'s Club should be in contact with Hsin-Yuan with a resolution as ***'s Club support handles all returns, refunds, exchanges, and warranty claims. 

  Best, 

  The Serta Team

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20359447
  
  I am rejecting this response because:

  Serta ******* Bedding has picked up my sets as returns and promised to refund. I have talked with ***'s Club, and confirmed that Serta ******* Bedding received the returns and should refund me (but not from the ************ I have dealt with Serta ******* Bedding for over one month, but Serta ******* Bedding never refunded me. I also attached a receipt in the previous BBB email, and it should be clear about the amount and details of the purchase.

  I have heard of numerous excuses to try to delay my refund from Serta ******* Bedding, and now from you (Serta International). Please refund it as soon as possible.

  Sincerely,
  
  **********************

  Business Response

  Date: 07/27/2023

  Hi there,

  We have confirmed with the ********** support team that ********************** has been refunded in full through their system as of 7/21/2023. The ********** support team has also explained that refunds may take up to 30 days to be processed.

  There is no further action that our internal team can take as ***'s Club has approved and processed the refund. 

  Best,

  The Serta Team

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20359447
  
  I am rejecting this response because:

  No, I didn't get the refund and it's not even approved. The representative from Serta ******* Bedding said, "We have requested the Manual Refund on 07/21/2023. Please remember that these types of refunds take up to 30 business days to be approved." I have contacted them since June, but it doesn't have any progress.

  Please intervene in the refund process.
  
  Sincerely,
  
  **********************

• Initial Complaint

  Date:07/20/2023

  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.

  Defective , uneven wear mattress

  Business Response

  Date: 07/24/2023

  Hi there,

  In reviewing this claim, the Serta warranty team has been in consistent contact with *******. The limited warranty we offer as the manufacturer requires three pieces of information: (1) Proof of purchase, (2) Clear photo of the mattress manufacturing tag sewn to the underside of the mattress indicating its make, model, size, and (3) photo of the potential defect. Asking for correct photos multiple times, the warranty team was unable to confirm the mattress based on its law tags. ******* provided a paper barcode but as explained by the team, this was not the law tag we needed for the claim. 

  In good faith, the warranty team has offered to continue the claim by offering ******* a replacement mattress of the same make/model that was purchased through QVC or an exchange to a different model with applicable exchange fees. As of today, 7/24/2023, ******* has been in touch with the Serta warranty team and is deciding which replacement (and at what cost) she is interested in for a replacement. 

  Best, 

  The Serta Team

  Customer Answer

  Date: 07/24/2023

  Thank you for your assistance. Serta is mistaken. I have provided all pictures, responded to all emails and complied to all.  They havae advised on the replacment mattress. I am just waitingn on the shipment but the first  part of the emailk is UNTRUE.

  Business Response

  Date: 08/02/2023

  Hi there,

  ******* has been in contact with our Support team however we not know which mattress ******* would like to have as a replacement. We cannot move forward without knowing which mattress ******* would prefer. 

  The current mattress ******* has is no longer in production therefore we cannot offer it as a replacement. Because of this, we are offering a reselect for a new mattress on the Serta.com website. 

  The original ************************* paid is $999.00. If ******* prefers a mattress found on the Serta.com website that is more expensive, then she'll need to tell us which make/model she is interested in so that our team can calculate any price difference accordingly. We cannot calculate a price difference or place a new order without knowing which mattress ******* is most interested. 

  Please let us know which mattress on Serta.com would be best so that we may either place a free replacement order, or calculate any applicable price difference. 

  Best, 

  The Serta Team

  Customer Answer

  Date: 08/02/2023

  Good evening, I have  been  inconstant contact. Serta is not making this proces easy. Each mattress choosen, I am told told 'No', it does not exist in inventory etc. Why not just  give me  what  options I CAN select from. This back and forth  is tiring, and suspicous. I perfer they come take back the mattress and refund my money an dlet me purchase another mattresss on my own. If you review the mattress review you can see I am not the only one that is or have expierenced the defect. It is a known defect  and Serta SHOULD make it right and  stop trying to upsell me.

  Business Response

  Date: 08/04/2023

  Hi there,

  We are truly sorry to hear you're finding this experience to be tiring. That's certainly not our intention! As mentioned previously, we're happy to honor the warranty claim by offering any replacement mattress found on our Serta.com website. Please visit the website (serta.com) and choose from any make or model found there. 

  We know that it's not ideal that your current mattress is no longer in production however by reselecting a mattress on serta.com, you may be able to find something more aligned with your current needs. For example, our Perfect Sleeper collection comes in soft, medium and firm options (*****************************************************************************) and our iComfort Collection offers innerspring and hybrid options (**********************************************************************). 

  If you can let us know which mattresses found on the website linked above would work best for you, we'd gladly place a new order for you.

  Looking forward to hearing from you. 

  Best, 

  The Serta Team

  Customer Answer

  Date: 08/04/2023

  Mattress selection sent. Was advised a carrier would be in touch with me.

  Business Response

  Date: 08/10/2023

  Hi there,

  I am please to say that ********* order has been placed and is processing. Please allow some time for RXO (our delivery agent) to delivery the new mattress. It looks like ******* scheduled the delivery for 08/24/2023. 

  She's all set!

  Best,

  The Serta Team

• Initial Complaint

  Date:07/07/2023

  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.

  My husband bought a serta iseries hybrid in size bed and adjustable bed in size bed. We bought the bed at mattress and they say go to the business and they are not helpful. My husband spent $1,900.00 for the mattress. The side of bed is sagging on the right side and it is hurting my husband and me back. We want a firm bed but mattress firm doesn't want to help us and either did serta. We are on oxygen and we are on social security. We are a disabled couple. We want our money back or a new bed.Resolution, we want our money back or a replacement bed.thank.you.

  Business Response

  Date: 07/17/2023

  Hi there,

  ******* here with the Serta Customer Experience Team. I've reviewed the complaint filed by ******** and am sorry to hear about the experience. Having purchased through Mattress Firm, we (the manufacturer) do not have access to ********'s order or purchase through the retailer and cannot offer a refund. However, based on the experience provided, we're happy to offer a one time courtesy replacement if a proof of purchase and clear photo of the manufacturing tag can be provided. The photos of the mattress that have been provided do not show any issues that would qualify for a replacement based on the limited warranty we provide, but are happy to offer a replacement in good faith once the order has been confirmed. 

  I have reached out to ******** from our ********************************** email and am waiting for a reply. 

  Best,

  *******

• Initial Complaint

  Date:07/05/2023

  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.

  Hi I bought I beauty rest mattress less than 3 years ago it was a big purchase for me I saved for a long time and was so excited to finally get my self a new mattress I have multiple sclerosis and just need a good mattress it's really a crappy mattress already caving in I try and move it around every couple of days it's such low quality not fair to sell something like that I hope. You can help

  Business Response

  Date: 07/17/2023

  Hi there, I've reviewed this case and don't see that ********* has reached out to our support team for assistance. Based on the information provided, we're happy to file a warranty claim. I've provided the self-service online form for the customer to fill out the claim to be evaluated by our team directly. We look forward to helping!

  Best,

  *******

• Initial Complaint

  Date:06/30/2023

  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.

  Purchase a beauty rest black brand new in box for a company.Now it squeaks I called several times were I was transferred numerous times. Finally some responded to my email and she called an said item not warranted because I purchased from not the original company selling products.I was not aware of this and I dont see any documentation stating that it had no warranty.I sent in receipts and tag number of product.

  Business Response

  Date: 07/17/2023

  Hi there,

  ******* with the Beautyrest Customer Experience Team. I have reviewed the case and have confirmed the mattress was purchased from an unauthorized dealer. Therefore, this mattress is not covered under the limited warranty we offer as the manufacturer. While we cannot help with a replacement, I have extended a one time 25% off discount for any mattress available for purchase on the Beautyrest.com, Serta.com, or TN.com website. The discount is only for a mattress purchase, cannot be combined with any other promotion or sale, and expires one year from today. 

  Best,

  *******

• Initial Complaint

  Date:06/20/2023

  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 have contacted this company multiple times in the past few days for a warranty claim and the company only phone number directs to an answering service, it stated they are open from 830 am to 4 pm eastern standard time and my voicemail message from my missed call was at 448 pm eastern standard time, I called as soon as they opened and left more than 4 messages today and have not received a response even though they clearly stated in the automated response that they will return my call within 830 am to 4 pm eastern standard time the same day as long as I called during their normal business hours and I will be seeking legal action through an attorney considering they are dodging my complaint due to the fact that the company I bought their product from is having a retirement sale currently and no longer carries their product and I feel they are messing around with me and trying to avoid my claim until that company is no longer and will use it as an excuse to not honor my warranty

• Initial Complaint

  Date:06/20/2023

  Type:Product 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.

  On February 6 2023 I purchased a "Beautyrest Moderate *********************************** from the Beautyrest Guest Purchase Program for $1398.14. I had stayed many times at ************** and when I called to order the mattress I was assures that this wad the same mattress that is used at the ****** resort I had stayed in. When the mattress arrived several weeks later it felt nothing like the beds I had stayed on. It was hard and painful and not a "plush" mattress at all (plush indicates soft). As there is no exchange/return policy we hoped the mattress would improve. A few weeks later we noticed the mattress was falling apart. One side has literally **llapsed and fallen away from the main part of the mattress. This lack of support has caused my husband to fall out of bed at night. I **ntacted the warranty **** at Beautyrest and after reviewing my claim they offered to replace the mattress with another of the same style. I declined. After further discussions they offered to replace the mattress with a model from their retail line which I accepted. I chose a new style ******************* Medium queen) and paid the difference in **st of ****** on 5/24. Delivery was scheduled on 6/14 but was told by the delivery ** it was not received yet. Delivery again scheduled 6/19 and again no mattress. I **ntacted Beautyrest on 6/20 and they said it was shipped on 6/12 and appears to be lost. Either at the delivery ** or in transit and they are investigating. I was told to wait 2 days for the investigation and if it's lost the reorder process of several weeks will start over. I believe Beautyrest is deceptive in their marketing sells a subpar product marketed as a "hotel line" the **ndition and quality should be for better for a mattress for **mmercial use. This then forces the **nsumer to purchase a more expensive mattress which does not entitle them to a warranty. Do not have the 120 day sleep guarantee or ability to return. Dissatisfied

• Initial Complaint

  Date:06/14/2023

  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.

  Won't replace and honor warranty. I will say when they sell it they rave about their warranty, but if you try to claim they deny. They are misleading and I don't think they ever intend to honor warranty.

• Initial Complaint

  Date:05/23/2023

  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.

  Bought a faulty mattress and they refuse to look at the problems or take responsibility for the faulty mattress they sold me. It's a complete lemon. The company is denying it is their responsibility and saying it isn't within their warranty when it clearly is.

• Initial Complaint

  Date:05/09/2023

  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.

  'Stating that in a period of the last several years, I have made a number of product purchases of Kohls exclusive' Serta Brand_Stay Cool Memory Foam Pillows. The success of the Stay Cool_Memory Foam Pillow is the pressure relief from severe neck injuries and sprains. In Description the Serta Branded Stay Cool exclusive to ****** has now reverted to the Soothing Cool labeling. However' I Continue to find the same Major Irregularity and/or Manufacturer defects to the Soothing Cool _Memory Foam Pillow that' Cannot be replaced at the ****** Store or with ******.com ordering.