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Business Profile

Mattresses

Serta Simmons Bedding LLC

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

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

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Serta Simmons Bedding LLC has 20 locations, listed below.

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    Customer Complaints Summary

    • 109 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:05/04/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 08/30/2022 I purchased a mattress from Overstock.com. It was a Beautyrest, full size, Silver BRS900 for $621.70. This mattress came with a 10 year warranty. It was delivered on 09/23/ 22. Within 6 months there was large dip in the mattress. I contacted Beautyrest and with documentation, it was replaced. The replacement was delivered on 4/18/23. It already has a big dip in the center of the mattress. I was told by the Beautyrest employee that the remainder of my ***************************** effect. Have tried to contact them only to have my email returned as the their inbox was full. I do not think replacing the mattress again will solve the problem. My husband is almost 90 years old and weighs 189, and he is the only one sleeping on it. I would just like them to pick up this mattress and refund our money so we can start fresh. Thank you for any help you can provide. We are both seniors and so have very limited funds.

    • Initial Complaint

      Date:04/17/2023

      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 heated mattress pad that is still under warranty. Its no longer heating. *** left several messages on a voicemail that makes you stay In line for twenty minutes them sends you to voicemail after being told you are next In line. Ive done this at least 5 times with no response.

    • Initial Complaint

      Date:03/29/2023

      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 bought a King size Beautyrest Electric mattress pad on 2/3/2021 with a 5 year warranty. In February 2023 one controller started turning off repeatedly a few minutes after turned on. Ive followed the troubleshooting shooting guidelines with no improvement. The warranty contact # puts me in a queue, but once its my turn it states the days and hours, then prompts me to leave a message, even though Im calling within the days and hours stated.I have never received a call back to my messages.

    • Initial Complaint

      Date:03/25/2023

      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 bought a plush mattress and it is hard as a rock. My wife and I are so sore when we wake up because its so hard. Worst purchase I ever made after testing on a soft bed example in showroom. Simple complaint.

    • Initial Complaint

      Date:03/23/2023

      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.
      SBS Case ******** I cannot get assistance with my mattress topper. It is a serta brand and upon calling about the warranty it is name by a different company. Serta needs to assist me because no one knows who makes it until you call about the warranty.

    • Initial Complaint

      Date:03/14/2023

      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.
      Product was ordered 11/16/2022.Product stopped working 03/13/23.In an attempt to troubleshoot and figure out what is wrong I followed the instructions and called their customer service line two separate times (during normal business hours) as well as sent an email. I was in a call "queue" both times. Both times when it was my turn it was nothing other than an automated system that confirms the office hours and then prompts to leave a message... so despite the waiting messages below there was nobody to speak with to resolve the issue:"Please wait on the line.. you are the (x) caller in the queue" ...."Your call will be answered in the order it was received." ...."Thank you for waiting.. your patience is appreciated. Please hold the line and we'll be right back with you"...."We look forward to talking to you... please hold the line and we'll be right back with you."I'd prefer a refund because I don't want to support this business any further. However, if a replacement or repair is warranted I would begrudgingly accept it but don't want to waste much more of my time attempting to contact this business.

    • Initial Complaint

      Date:03/11/2023

      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 Simmons Beautyrest mattress from MattressFirm store in ************* on Nov 4, 2021. The queen-sized mattress cost $3,999.99. The sales person and brochure stated to air out the mattress for 1-2 days, which I did, and that the smell would shortly go away. It has now been a year and a half and the smell has not gone away.I have asthma, and the noxious odor emitted by the mattress has caused me many attacks and countless sleepless nights in that year and a half. I don't know what is internally that is causing such terrible off-gassing, if it's the foams, or other materials. Every morning my bed clothes and sheets smell of the odor. I have to change the sheets daily and often put down a blanket between the mattress and fitted sheet to block the stench.I unfortunately didn't swap the mattress when I had the opportunity--MattressFirm offers a 120-day trial period--because I kept thinking the smell would disappear. I filed a warranty claim, but was denied because my bed frame didn't have enough slats.I would just like a refund for the mattress, so I can purchase another one elsewhere and get this health hazard out of my apartment. Any help you can provide is greatly appreciated.Thank you,****************

    • Initial Complaint

      Date:03/01/2023

      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.
      An online warranty claim previously filed with serta mattress was received by the company.. The customer service representative I spoken with and emailed decided the warranty would be honored if forwarded all information requested. As I have several times through designated emails provided from serta I've yet to have a replacement for a Mattress and Box spring as agreed. I was directed to rip covering of box spring to take pictures of eternal damage, as furthering the distress of the product I'm left with further occurred damage from the direction of serta.... Attached are copies of information requested from serta. I have submitted the information numerous amount from October - November 2022

    • Initial Complaint

      Date:02/28/2023

      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 was given an electric throw blanket as a gift a few years ago, and part of it got so hot it left a slight burn **** on it, this slight burn was next to the tag, and actually melted the tag to the fabric. I have been in contact with SERTA for the past 4 months, with zero resolution. All the contact from them, I have initiated. They have said: they are working on it; they can do nothing without the receipt (I reiterated it was a gift, no receipt); I should contact a different company (I do have their name somewhere in my email correspondence) which I did & that company said I needed to work with SERTA, not them. They have said at least 3 times they would get back to me in 3-5 business days, and after 2 weeks of hearing nothing, I reach out to them again. I have offered to send the blanket into them as proof; I have offered to cut a 12 piece around the burned spot; I get no response unless I initiate. Im guessing the blanket was maybe $25. I would love a replacement, but think I will continue to get the run around

    • Initial Complaint

      Date:02/08/2023

      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.
      The date of the transaction was December 7, 2021. The amount paid (for the mattress) was $944.00. Serta International committed to provide a defect-free mattress for the duration of the warranty period. The dispute regards Sertas honoring the warranty. The initial warranty claim was filed on 4 December 2022 following telephonic instructions from ******* (28 November) at Serta ***************** However, it was subsequently ignored by "*******" at Serta **************** because it did not go through the ***** warranty claims person (*******************). This office did allow a new claim to be filed, which I submitted via email on 6 January 2023. But it was ultimately rejected because I was not in possession of the mattress and could not take photos of its surface. There is therefore still a dispute the business has not resolved. The Serta Reference # for the claim is: ********.

    Serta Simmons Bedding LLC is NOT a BBB Accredited Business.

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