Not Happy With SERTA
Written: Sep 12 '05
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Pros: They are very polite
Cons: They will tell you anything and there is no action taken.
The Bottom Line: SERTA is not to be trusted to follow up on anything they say.
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| count_2_10's Full Review: Serta Perfect Sleeper Fallbrooke Pillowtop |
After purchasing a Serta King-Size mattress we noticed the mattress had "collapsed" on the sides after only a few weeks of use. I had to place pillows on the edge to keep from rolling off the bed at night. We contacted the store we purchased the mattress from and they came out and replaced the mattress. A few months later this mattress had the same problem. I had trouble getting the dealer to return my calls, when he did he gave me the number for the local Serta rep. I just wanted to know what was causing the trouble. I was told it might be the box springs. To assure that the box springs were not causing the mattress failure I should buy another set of box Springs. It was not the box springs. We even changed to a "better" no turn mattress. A few weeks later this mattress was doing the same thing. By the way I am less than 200 lbs. At this point the dealer was very rude; the rep was very nice and said he would get Serta Warranty to call. They did not call. I called four times in as many months trying to get someone to tell us what was wrong with the mattress. Each time the local rep said he was sorry for the delay and would get right on it. Finally I got the number in Austin to call and talked to the person in charge. She said she would send the forms to fill out.
The forms were very insulting in their implications and the fact that she even highlighted the most offensive statements made it even more upsetting. But, I filled out the paperwork and faxed it in. No reply for three weeks. I called; she said she had been busy. I waited another four weeks, no reply. I called and she said she would have an expert come out and inspect the mattress. A month later a person called and set a time to come see the mattress. He inspected it, said it was a defective mattress and he would file the report the next day. Another three weeks and I called, she just happened to be reading the report as I called. She suggested that one of the plastic wheels on the frame that was broken in half was causing the mattress to had excessive depressions on both sides. She said she would get back with us. Another four weeks and I called Serta Warranty Corp. but they referred me to Houston. Houston referred me back to Austin. I called Austin and she said the dealer I bought the mattress from was no longer in business and she would have to find out how to handle the problem. I went by the dealer and they were still there and open for business. I emailed Corp Customer Service asking for help in this matter. No Reply. Three weeks later I emailed saying I needed to resolve this problem. No reply. I emailed again saying I needed to resolve this or seek legal action. Still no reply. It has been over two years on this. Each time I do get to talk to some one their solution is that I buy more stuff from them. Serta refuses to just return my money and take their mattress.
Recommended:
No
Mattress Size: King
Mattress Firmness: Somewhat firm
Amount Paid (US$): 900
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Epinions.com ID:
count_2_10
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Reviews written: 2
Trusted by: 0 members
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