Business Profile

Mattresses

Serta Simmons Bedding LLC

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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

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

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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:01/29/2023
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 Serta Coolsense mattress. It was on the adjustable base I purchased from the store that had the same mattress on it. I also purchased the supreme mattress protector from store to make sure I kept my warranty! The mattress is and was sinking on the side and memory foam is sliding off making it miserable to sleep on. I contacted Serta last year, took pictures, measured with a string and did every single thing they told me to do. I Sent photos of all the tags, mattress, adjustable base, receipt etc. They said my mattress zip cover was removed and now there is no warranty. UNTRUE and I even sent them a photo afterwards of my tags still going through the zipper so removing would have been impossible! I was ignored and they stopped my claim! The store I purchased from is no longer doing any business or have an account with Serta (wonder why?!) and so I couldnt get replacement from them either.
Initial Complaint
Date:01/25/2023
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.
Ive bought pillows from Target and **** club and followed washing instructions but each and every time they rip open in Washing machine. Ive even washed them in a commercial size machine and that didnt make a difference. They are poorly manufactured, and give false care for instructions. $400 dollars in pillows wasted and feel Target should have exchanged them however they told me it was an item that wasnt able to be exchanged.
Initial Complaint
Date:01/04/2023
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.
I bought a beauty rest hybrid mattress from ***************** in ********* *************, which is now out of business. I bought this beauty rest mattress in mid 2019 and by 2020, I began to experience, severe hip back and leg pain, while sleeping and or lying down in bed to the point that it has kept me up considerably throughout the evenings. This went on from that point in time until this past fall of 2022 when after extensive doctors visits, osteopathic visits, orthopedic visits, x-rays, chiropractic care, and an MRI, It was determined that nothing was wrong that shouldve had me from feeling this severity of pain. So I went out and bought another mattress and over the past four months, all of my pain is gone and has subsided:This beauty Rest is not old and should have lasted me and def not stolen my life from over the past 2 years. Im only 45 and in great condition. This mattress is sitting in my spare room and has cost me thousands and thousands of dollars in medical care only to determine that this mattress caused me considerable amount of pain and financial loss for over two years. I am willing to show you my purchase receipt and outline of all medical care. In a perfect world I would Love my much wasted money back. It doesnt compare to the extensive medical bills I encountered trying to figure out what was wrong with me, but its better than nothing.. I did not get my moneys worth on this product and Im willing to work with the company for a retail refund vs pursuing a small Claims settlement. Pls advise of my options. Thanks ****
Business Response
Date: 01/13/2023
Hi ****,

Thank you for reaching out today and providing feedback about your experience. I'm so sorry to hear about your struggle to find a comfortable night's sleep. I'm glad you reached out because we'd definitely like to help as much as we can. A refund is something we are not offering. We cannot refund money we did not receive. Id like to encourage you to take a moment to fill out our online warranty claim form linked below:

**************************************************************************

We've streamlined our warranty process and made a helpful walk through online - it's available via mobile or desktop. The form will prompt you to share your contact information, receipt/invoice, photos of the issue youre experiencing, and a clear photo of the mattress tags. If you have these items ready, the form should not take more than about 15 minutes to complete. We process claims daily and will mostly likely provide a response within one or two business days.

I look forward to seeing how we can help!

Sincerely,
Serta Simmons Bedding
Customer Answer
Date: 01/19/2023

Complaint: 18684293

I am rejecting this response because I do not want another mattress and the warranty covers replacing this mattress. I dont want this mattress ever again in my life. I want my $1800.00 back. This mattress is 3 years old and almost 2 years of it has been spent in Docs offices, getting lumbar X-rays and an MRI. My 1800$ turned into almost 7000$ dollars in medical bills because of your product. You didnt receive money? I didnt receive a good product. Ill proceed with court unless there is some reasonable alternative but replacing that god awful hybrid mattress is not the solution.
Thank you

Sincerely,

***********************
Business Response
Date: 01/23/2023
Hi ****,

Thank you for allowing us the opportunity to assist you. We are so sorry to hear you are not sleeping comfortably on your Beautyrest product. We definitely want to learn more about your situation and see if we can help. Our team will send you a link requesting photos of the mattress and a copy of your receipt. Our warranty protects against a number of issues resulting from manufacturing defects. If the product is deemed defective, we will be happy to offer you a replacement mattress.
I hope this has helped! If you have any other questions or would like to speak to our team directly, email *********************************** or call us **************.

Sincerely,
Serta Simmons Bedding
Customer Answer
Date: 01/26/2023

Complaint: 18684293

I am rejecting this response because I cannot use another replacement of a product I cant use for medical reasons. I asked simply for a write off refund of the amount of the cost of the product that literally stole my life and cost me thousands of dollars. The business wont refund me. They want to send me another mattress that I am petrified to use. I will be moving to small claims court proceedings. Ill need a physical address for the company for the Summons

Sincerely,

***********************
Initial Complaint
Date:12/29/2022
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.
On Sept, 12, 2022 I contacted Beautyrest after being told I cannot return mattress because I didnt order online. I was told that there is a one time courtesy on a mattress. I told them about their defective mattress we begin to email the pictures to them. They delivered a totally different mattress/box spring set. I previously demanded my money back since it had not been 30 days from purchase date. The defective mattress was like a hammock and I could prove it was not a new set. The mattress was sinking on the sides. Now they sent me one thats not steady and wont stay on the box spring. It is two times higher. It is as deep as a funeral casket. I am disabled and need your help BBB.org. I am a consumer that has been told they got to make my mattress. As long as it has been they could of built a house. Just to get this total opposite mattress. Beautyrest assured me they were sending same mattress & but higher cost. Several employees I spoke to had different answers to what they where sending but none of there answers matched. One was so rude and she was irritated that I had questions for her. I had to ask for her supervisor. I am going through a mental break down because financial hardship now having to purchase decent & safe mattress. They have played games with me and I want justice. I want a full refund. They sent me a mattress that is almost twice as thick as the one I had. I almost fell off this bed a lot, to many to count. Please help me to get a full refund. Sincerely, ***********************************
Business Response
Date: 01/04/2023
Hi there *******,
Thank you for allowing us an opportunity to assist you. We are so sorry to learn of your continued dissatisfaction with your new Beautyrest mattress set.
A refund is not something we are offering. Refunds are per the terms of your sale with the retailer. Please reference your sale information for options with your particular retailer.
We are sorry that you are not happy with the new mattress set. It was per your request that we manufactured and delivered the Twin Beautyrest *************** Bay Medium mattress set.
If you feel the issue you are experiencing is related to a defect in the materials of the product, please send us additional photos and we will be happy to review your claim.
Please feel free to contact us directly with any additional questions.
We are always here to help as best as we can.

Sincerely,
Serta Simmons Bedding

Customer Answer
Date: 01/10/2023

Complaint: 18658993

I am rejecting this response because: I contacted both ******* Sept 28, 2022 & was told Beautyrest do their own refunds. I contacted Beautyrest to ask for refund. They told me the store does refund and that I can only exchange. After calls and emails they assured me they would send same mattress. I emailed the pictures on Sept 19, 2022. They told me they have to make me new mattresses and they would be delivered December 6, 2022. When they came they where not the same. The height was so higher and the comfort was different. These where not firm and I feel off immediately. The bed is caving in when you lay on them. I am disappointed with the dishonesty of this company. I am requesting a full refund.

Sincerely,

***********************************
Business Response
Date: 01/13/2023
Hi there *******,

Thank you for allowing us an opportunity to assist you. We are so sorry to learn of your continued dissatisfaction with your new Beautyrest mattress set. A refund is not something we are offering. Refunds are per the terms of your sale with the retailer. Please reference your sale information for options with your particular retailer.
We are sorry that you are not happy with the new mattress set. It was per your request that we manufactured and delivered the Twin Beautyrest *************** Bay Medium mattress set. If you feel the issue you are experiencing is related to a defect in the materials of the product, please send us additional photos and we will be happy to review your claim.
Please feel free to contact us directly with any additional questions.
We are always here to help as best as we can.

Sincerely,
Serta Simmons Bedding

Customer Answer
Date: 01/19/2023

Complaint: 18658993

I am rejecting this response because: I have tried in good faith to tell the truth and this company is lying. I never asked for this mattress. They told I could not get a refund & the company stated the same thing. Now this company is stating I asked for this Mattress. I have several emails where I ask for a refund. The mattress they sent is not the same it is not firm. The mattress is caving when you lay on it. It has not even been 3 months. I spoke with them over phone and they said this mattress would be better. Thats not true and they know. But as a protected consumer they are able to do this to me. My money was taken and I was given a piece of trash. Then they lied about it. Thats not right.

Sincerely,

***********************************
Customer Answer
Date: 01/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
Regards,
***********************************
Initial Complaint
Date:12/21/2022
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.
Warranty issues
Business Response
Date: 12/22/2022
Hi *******,
We are so sorry about your experience with your Serta ******* product. We will be delighted to help out with your warranty claim. We do, however, still need a few pictures before moving forward with your claim. Please respond to the request sent directly to your email.
Once we receive the pictures and are able to evaluate them, we'll be able to take our next steps.

We look forward to your reply! If you have any questions in the meantime, please don't hesitate to ask!
Sincerely,
Serta ******* Bedding
Initial Complaint
Date:12/04/2022
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.
We purchased a ********************************** Sleep **** Plush EuroTop Mattress only a few years ago now. When purchasing a mattress, you expect it to last at minimum through the 10 year manufacturers warranty period. However, after just a few years, the mattresses structural integrity failed and there is sagging (a literal 8-1ft deep indention) which has caused back issues which the mattress is supposed to help alleviate. We are unable to sleep on that side of the mattress because it is to the point where it is unbearable. After contacting Simmons, they said a supervisor was going to call me but nobody ever reached out. I have filed multiple warranty claims (including one today) but have never heard back from anybody at Simmons. If someone from the company could please assist in getting a similar replacement expedited (preferably one that does not have this defect), I would very much appreciate it.
Business Response
Date: 12/07/2022
Hi *****,
Thank you for allowing us the opportunity to assist you with the warranty. We are sorry to hear you're experiencing an issue with your Beautysleep **** Plush Euro Top mattress. Our team will be reaching out soon to discuss your options.

Best,
Serta Simmons Bedding
Customer Answer
Date: 12/07/2022

Complaint: 18522960

I am rejecting this response because:
I appreciate you taking the time to reach out. I have been attempting to get this warranty claim for a good while now and nobody has responded to me until now. I was offered two options on a replacement mattress. Based on the reviews that I have read, the second option seems more suitable as I do not see complaints of the same defect I am currently experiencing. However, the first option that is offered at no additional charge has several complaints of this same defect. I have had major back pain and been going to the doctor because of the current defect. Due to this, I havent even been able to sleep on it and have had to sleep in another bed.

I think the second option without an additional charge is warranted under these circumstances. The last thing I want is to get a replacement that will have the same issue. That would be a satisfactory resolution to me as this point in time and I would greatly appreciate your assistance.
If this is agreed upon, I will consider this matter resolved and close the case

Sincerely,

*************************
Business Response
Date: 12/08/2022
Hi *****,

Thank you for getting back in touch. Our team will review your request and will contact you directly.

Sincerely,
Serta Simmons Bedding
Initial Complaint
Date:11/10/2022
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.
We purchased 2 Serta Big and Tall Executive with air technology Price for 2 chairs $1319.98. Since our purchase one chair the seat leans to one side and the air technology stopped working so chair is stuck all the way down at the floor. and the other chair now leans also!! We purchased Serta products because the are american made, but Serta puts its name on home innovations products that are made in *****?? Hmmm bait and switch for american made products? I have sent 15 plus emails back and forth to ************ and she has told me that she can only keep sending out parts. Again I have asked multiple times to speak to someone higher up but no response?? Neither chair sets comfortable anymore, the same problem has been replaced on each chair and we still need a seat replacement. The arms on both chairs loosen to the point of wobbly once a week.
Business Response
Date: 11/15/2022
Hi ***,
We are truly sorry to learn of your experience with your Serta chair. While we don't manufacture the item in question,I'd be happy to provide contact information for proper assistance. This product is manufactured by our licensed partner True Innovations and they will be able to assist you further. Please email *************************** or call ************** (Monday - Friday 6:00 am 5:00 pm Pacific Time).

Sincerely,
Serta ******* Bedding
Initial Complaint
Date:11/09/2022
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.
In February 2017 we purchased a Simmons mattress from ****** Mattress in ********, **. Approximately 5 months ago, we noticed a good amount of sagging on both sides, therefore we contacted Simmons beauty rest to process a warranty claim as we were well within the 10 year warranty.We provided many pictures at their request with the law tags, and were informed that as our mattress was under warranty. We were told to visit a retailer and then advise back as to which mattress we wanted to order. Over the past month, communication from their rep ********* became quite inconsistent where I had to send a separate email to work with another ********* finally emailed back and I explained that we wanted to buy a mattress that was more than 3x what we paid. A lack of communication persisted and then last week she asked for the receipt. We did not have that so we contacted ****** Mattress (who no longer sells any Simmons products) and they promptly sent it where I passed it along.After review, she said because it was a floor model or as is mattress, there was nothing further they could do, even though we again wanted to purchase one of their top tier mattresses costing over $3500.00. As a result we want Simmons to refund our original purchase price in the form of a check.
Business Response
Date: 11/11/2022
Hi ***********,

We are sorry for your dissatisfaction. We understand your frustration and want to help.

Refunds are per the terms of your sale with the retailer.Please reference your sale information for options with this particular retailer.

Although were not able to refund your purchase, we can however,offer you a courtesy replacement for the ***************************************** Series Medium (700811193-1060),with the remaining of the 10-year warranty which ends 02/20/2027. If you have a different Beautyrest mattress in mind, we'll be happy to provide the price difference you would need to pay if applicable to your selection.

Please let us know if you prefer the courtesy replacement or if you would like to upgrade.

Were here if you have additional questions.

Sincerely,
Serta Simmons Bedding
Initial Complaint
Date:11/08/2022
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.
About two years ago I bought a king ***** Simmons Beautyrest mattres. It is a spring mattress, with pillow top. I was hopeful it would provide a good sleep. It was good initially. Though, after 6 months the pillow top started to sag. After a while the pillow top degradation was so bad that I and my wife both got back pane. My back pane aggregated so bad that I couldn't sleep, and couldn't move around easily, and had to visit doctor and get MRI. I had developed a disk bulge. My wife also for the first time started having back pane.I contacted the warranty team of Simmons. Even though lying at different locations of the bed clearly showed how different parts of the mattress react differently to the weight, they didn't accept it. They asked me to get photos without any weight on the mattress and show the sag. Without weight, pillow top bounces back and doesn't show any thing. I told them I have bad back pain due to their mattress, and will *** them. Then they asked me to send photos with dumbells on the bed and provided instructions. I took the photos , and sent them, though, they never replied back.I appreciate if you help and advise.Best regards,***
Business Response
Date: 11/08/2022
Hi ***,

Thank you for reaching back out. I'm truly sorry for any frustration or disappointment you feel. We absolutely care about our sleepers,and we too are disappointed when people feel our products are not providing the restful sleep they deserve.

After our initial request for information on September 12th,we did not receive your response until October 20th. Our team would love to assist with a courtesy replacement of your mattress. To move forward with the courtesy mattress replacement offer, simply reply to the offer which was recently emailed to *********************.
Refunds are per the terms of your sale with the retailer. Please reference your sale information for options with this particular retailer. We are unable to refund money we did not receive.

We are here if you have additional questions.

Sincerely,
Serta Simmons Bedding
**************
***********************************
Customer Answer
Date: 11/08/2022
Hello,
I very much appreciate your help, and follow up on this matter. I received the business (Simmons Beautyrest) response through email. They are providing a replacement, which is acceptable to me.
Though, our concern is that the new replacement, which would be similar to the one we have now, develop the same issue (pillow top degradation) over time. I asked Simmons Beautyrest if they can provide us a better quality mattress.
I asked if they have mattress with micro coils instead of different layers of foams (which again, would degrade shortly). Also, I expressed them we are open to accept other better ************* mattresses, which would not degrade like the one I have.
I added that we are OK to pay the difference if the higher quality mattress is more expensive than the original replacement.
Thanks and best regards,
***
Initial Complaint
Date:11/06/2022
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.
***** was supposed to replace our mattress per their warranty. They stated that they would, had me choose the replacement mattress, and we have not heard from them since. I have sent emails for an update and never received a response. I only wish they would send the replacement mattress as they stated they would.
Business Response
Date: 11/07/2022
Hi ****,

We would like to apologize for the delay in processing your warranty replacement order ********. Please allow time for production and delivery to the local delivery agent XPO logistics. They will contact you directly to coordinate a delivery date and time.
Our Warranty Aftercare team is always available to assist with any additional questions or concern.

Please do not hesitate to contact ************** MonFri 9am5pm EST.

Sincerely,
Serta ******* Bedding
Customer Answer
Date: 11/07/2022
I have made the arrangements for the mattress to be delivered and the old mattress to be removed. I will follow up once the new mattress has been delivered to let everyone know if they have followed through.

Thank you.

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Serta Simmons Bedding LLC is NOT a BBB Accredited Business.