Serta was founded in 1931 by a group of 13 mattress manufacturers who branded the Serta name. The Serta name was operated by National Bedding Company, who holds 27 of the 34 Serta manufacturing licenses. Today, the company is owned by Serta Simmons Holdings, LLC.
Serta is the number one selling brand of mattresses in the US. The company offers 3 different types of mattresses; the traditional spring mattress, a gel infused memory mattress, and the hybrid, which combines both spring and gel infused.
In 2015, Serta had annual revenue of $1.47 billion, an increase of 26.7% over 2014. Long time CEO Bob Sherman suddenly stepped down in late 2013. Current CEO of Serta Simmons Holdings, Gary Fazio, has been appointed to the office.
SertaSerta was founded in 1931 by a group of 13 mattress manufacturers who branded the Serta name. The Serta name was operated by National Bedding Company, who holds 27 of the 34 Serta manufacturing licenses. Today, the company is owned by Serta Simmons Holdings, LLC.
Serta is the number one selling brand of mattresses in the US. The company offers 3 different types of mattresses; the traditional spring mattress, a gel infused memory mattress, and the hybrid, which combines both spring and gel infused.
In 2015, Serta had annual revenue of $1.47 billion, an increase of 26.7% over 2014. Long time CEO Bob Sherman suddenly stepped down in late 2013. Current CEO of Serta Simmons Holdings, Gary Fazio, has been appointed to the office.
To say Serta Customer Service is inadequate is an understatement. I purchased a mattress from Sam’s Club. Sleeping on rocks would have been more comfortable. On 7/28/20, I processed a refund. I was told it could take up to 2 weeks for the refund. On 8/14/20 I called and sat on hold for 53 minutes. I was then told it was escalated to a manager and I would receive the refund within 5 business days. NOPE!! On 8/21/20 I called again. This time I was on hold only 32 minutes. I was again told it will be escalated to a manger but the rep could not say when to expect a refund. It has now been over a month without resolve. Never again will I purchase from this company. It is impossible to get to a manager.
I bought a Serta I-series Triumph mattress 6 years ago with an Alleged 25 year warranty….At 6 years old, the mattress is misshapen with dips and valleys and clearly meeting the minimum of 3/4 inch sagging.
I have been dealing with customer service for over three weeks and the process has been horrendous, especially since my original retailer is no longer in business, and I have to be subjected to this claims process on my own.
On 7/6/20, which was my latest conversation with a customer service representative, I requested to speak with a supervisor, however I was told none were available and I would be hearing back from one within 48 hours. Needless to say, and in similar fashion to the rest of my communication with Serta, I have never heard from any supervisor, nor have I received any confirmation as I specifically requested, that all of the pictures and claim information I submitted online that same day was ever received. I have been attempting to process a claim for an inferior mattress since 6/23/20 and the process has been nothing short of appalling thus far. In the past several weeks, I have spent extended periods of time on hold waiting for customer service agents, I have been promised emails and responses in certain time frames that have never come to fruition, if and when I do receive information, it’s riddled with invalid hyperlinks and bad information that doesn’t apply to my claim and when I have attempted to escalate it and speak with a supervisor, I am told none are available and I will hear back from someone within 48 hours which has also never happened. As a customer, I have spent countless hours trying to do everything I can to comply with Serta’s alleged warranty process however, I have almost no communication, I have no idea where things are, I have no idea if Serta has received my information because I’ve been given multiple links to submit information to and then been told later when I don’t hear back that they were invalid and not being reviewed. As a customer, I don’t know what else to do as I have made every attempt to communicate fully with Serta, I have become my own mattress inspector and photographer, and yet I still have no information as to where things are in the process and given all the communication issues, I have absolutely zero faith in hearing from anybody Within any alleged time frames or at all. When I called again today I was told no supervisors were available and that they would again send another email request for a supervisor to contact me within 24 to 48 hours…absurd. I also tried calling all the corporate phone numbers listed and they were all disconnected…. COMPLETELY UNACCEPTABLE SERTA
Serta I Series Vantage Firm Queen Mattress Set- I Comfort Hybrid on 12/08/14 was purchased. After two years the mattress was like sleeping in a hammock. I called and they replaced it on 8/15/17, After two years the same problem sagging in the middle. I called and was told they would pick up the mattress on 9/23/19 which they did . XPO Logistic truck line. I sent both as it was purchased as a set. Rea told me they would refund my money when returned at the warehouse. I have not had any communication period. I called 1-888-746-7726, spoke with Garrett. He gave me a reference # 190926-007356, and said someone would call me in 72 hours which has not happened. I would be happy to work out the situation with another mattress and box spring. If they refunded my money I was going to purchase another Serta Hotel Sapphire Queen Suite II firm Double Sided. I see this mattress has a 3rd support in the middle which would prevent sagging. I have never had an issue with Serta before and this disappoints me as no one seems to know the correct procedure to correct and solve my problem. I have called numerous numbers and only to get the run around and be transferred to another person who could not help me. I would appreciate you contacting me as soon as possible to clear up this issue. My Home # 706-283-XXXX – Cell 770-365-XXXX
I purchased a king bed set in early June and was supposed to receive an eGift Card from Serta. NEVER received. Sam’s Club knows nothing and has told me to call Serta. Serta Corporate number rings busy, what a joke. Toll free number just refers e to the web site, which offers NO HELP. Guess I will go with ZINUS, at least they answer the phone
A Serta iComfort Blue Fusion 200 Plush Hybrid King Mattress was purchased on June 24, 2019 through SamsClub.com. I was supposed to receive a #300 eGift Card and was told it would take 4 – 6 weeks by Sam’s Club agents. It has been 6 weeks and I have not received the eGift Card. Very frustrating as I could have purchased this mattress at a different store. Serta is giving Sam’s Club a bad name and reputation. Serta lists the eGift Cards are Serta responsibility and not Sam’s Club.
On top of that, I call the Serta Corporate number and all I get is a busy signal, really? The toll free number is all recordings telling me to visit the web site. NOT GOOD CUSTOMER SERVICE AT ALL!
I bought a ICOMFORT mattress turned out to be DISCOMFORT for my back .I finally moved out to our guest room because I have to seek treatment for my back, I spend close to $3000.00 for this discomfort mattress I spoke to customer service and they told me to send more money so they can send someone to inspect NOW ON TOP OF 3000.00$ I WASTED FOR THIS STUPID MATTRESS THEY TRY TO GET MORE MONEY OOT OF MY POCKET PLEASE SOMEONE RESPONSIBLE FROM COMPANY CONTACT ME WITH CORPORATE CONTACT NUMER AND CHANGE MATTRESS LABEL ICOMFORT TO DISCOMFORT
I’ve been a Serta Simmons customer for years and years….looking to buy again but extremely disappointed that you have decided to put the dark gray/black on fabric on mattress and box spring…the new fabrics look awful…you should have kept the traditional white…SHAME….after over 25 years I have to look elsewhere or have a custom set made
We ordered a Serta Icomfort and adjustable base on 3/31. I received a notice 4/2 that it had been shipped. After not hearing anything further for over a week I decided it was past the time to track it down. Apparently Ryder delivered to another delivery company Twin Cities Moving Systems on 4/5. Twin Cities Moving Systems doesn’t respond to or answer calls and I was only able to get a hold of them through the retailer and Ryder. For some reason they are holding our items hostage and we finally have a delivery date set for 4/13 after getting multiple people involved. We live 15 miles from the delivery company, but we are not allowed to pick up the items or we are told the warranty would be void. That makes absolutely no sense because we can make an in store purchase and take it home and it still has the warranty. We have since researched and have seen many negative reviews on both Serta and Twin Cities Moving Systems. We have made quite a few furniture purchases over the past couple of years and never have we had an experience like this. We will be thoroughly inspecting our items and will immediately return and purchase elsewhere if warranted.
I purchased a Serta mattress from Younkers located in Dubuque Iowa and the store is now closed.I paid $986.47.for full size mattress.The date was Nov 2016. I understand that most mattress usually last at least 10 years. I am the only one that sleeps on it and only weigh 106lbs. For what ever reason the whole length in the middle of the mattress is sunk in, not very comfortable always sliding to middle. That’s a lot of money for someone that is elderly, and saved up for quite sometime to be able to buy it.
Margaret VanNatta
Pd almost $2,000 for a cal-king mattress set and the thread on the mattress started to loosen and “bubble” up. Sent pics and complaints to the Serta rep and she just ignores us. The Sleep Shoppe has been trying to help us, since that is where we purchased it. Have only had it a few months. Either they take care of this NOW, or I will contact a TV station in LA and show them the pics! People love these stories.
I am writing on behalf of my senior parents. They purchased a Cal-King Serta Perfect Hotel Signature Dual PT for $1195.16. This has been a huge disappointment. This mattress has been the most uncomfortable mattress my parents ever had. My parents save all their paperwork and receipts and write down detailed chronological order of their experience dealing with Serta Customer Care. They completed all the necessary steps to start the warranty process. 1. Copy of original receipt 2. Copy of Mattress Law Tag and 3. Copy of Foundation Law tag. This mattress is supposed to be warrantied for 10 years and a 120 day free trial period. Their bed was ordered Jan. 28, 2018 and the bed was delivered February 23, 2018. My mom called Serta with her complaints on June 20, 2018.
My parents were so uncomfortable sleeping on this mattress they were forced to sleep in separate beds for months. Since this has not been resolved, they were forced to purchase another new mattress so they could be together again in the same bed and room! If I don’t hear something back soon, I will go to our local news channel to expose all the negative customer care help and customer complaints. Maybe even small claims court to get this resolved.
I have left 2 messages at the (847) 645 0200 for Executive Customer Care Representative Pam Llanuza and still have not received a phone call back.
Please tune into our modern day horror story featuring Serta mattress/company..It started on an average Tuesday, 9/3 MY wife & I ordered a Serta mattress & adjustable base during their Labor day sale from their online sales representatives. We spent almost 5k, and where told our mattress was being “hand crafted especially for us” and would be delivered around 3 weeks. All sounded great to & fine in the world.. Well Fast forward to 2 1/2 weeks later and my wife receives a phone call from a company called Bevaxs which is one of the companies that Serta uses to deliver their products. The man on the phone said this to my wife, “We will deliver your product tomorrow between 10-12”. My wife & I worked the day they wanted to deliver it (one day notice) so she asked if she could choose a day which one of us where off work. The man from Bevax then replied that if she could not accept the delivery tomorrow then it would be two weeks before we could receive the product. So as any couple would do that just spent 5k on a mattress/base, we called in a favor from my father to be at our house in their specified time frame. The next day my father shows up to the house at 945. 1pm rolls around and my father has not seen nor heard from the delivery company. My wife calls the company which says “we cant control traffic and are running 30 min behind”. 2pm rolls around, we repeat this process. My wife calls and the Bevax company states “we will be at your residence at 3pm. Let me remind you that they originally stated the time would be “10-12”. 4PM ROLLS AROUND, and still no delivery. My wife WHO IS AT WORK, again calls the delivery company, who finally shows up at 445pm, and just when we thought it couldn’t get any worse, this company shows up with a DAMAGED MATTRESS! The mattress had 4 slits in it. At this point we thought we where being pranked and there had to be a video camera somewhere. We where wrong. My wife then calls Serta to inquire about why their delivery company would be 6 hours later AND THEN DELIVER A DAMAGED PRODUCT. She spoke to the supervisor named Caitlyn, and my wife told caitlyn that she did not want to repeat this process and we had already waited over 2 weeks for our product and could not wait another 2 weeks BECAUSE WE HAD REMOVED OUR OLD MATTRESS/FRAME FROM OUR HOUSE TO PREPARE FOR THE NEW MATTRESS SO WE HAD ZERO MATTRESS TO SLEEP ON. Caitlyn then told my wife that she could make our order a “VIP” which meant that delicate process that takes “3 weeks to make your mattress especially for you”, could be expedited and we where told our mattress would be delivered by Friday 9/21. My wife stated “I do not want to go through this hassell again because we can go to our local Ashley store and bypass this process”. Caitlyn continued to assure my wife that all would be made right on Friday & our nights of sleeping on the couch separated due to space, would be all worth the wait.. STAY TUNED FOLKS CAUSE IT GETS BETTER!!! Friday rolls around and we receive a phone call stating our delivery would be at our residence around 1pm. 2pm rolls around and my wife is reliving a bad dream. She calls the delivery company (worhtless Bevax) and was told that “its raining cats & dogs and the driver are behind”. 3pm rolls around and my wife contacts the actual Bevax headquarters in our city where she is told THERE IS NO MATTRESS/BASE TO BE DELIVERED BECAUSE THEY HAVEN’T RECEIVED ONE FROM SERTA. If my wife has been within 50 miles of a cliff, I fear she would have jumped to end this disaster of a situation. AFTER SPEAKING TO 3 VERY UNPROFESSIONAL SERTA EMPLOYEES WHOM MUST NOT KNOW WHAT CUSTOMER SERVICE MEANS. MY WIFE CANCELLED OUR ORDER which was an issue in itself because they told her they could not cancel her order without Caitlyn there, she was told Caitlyn would call her (this would be the 2nd time she was told Caitlyn would call her & never received a call) So she called the next day after not hearing from Caitlyn and told them she needed to make sure her order was cancelled, well conveniently Caitlyn was “not in the office” and that in the notes it says that your order was cancelled, and my wife said that the last time she cancelled an order they sent her an email IMMEDIATELY that she has to click into and actually accept the cancellation, and she said she has never received that email. The complete run around and incompetence of this entire process has absolutely been a nightmare.
The chemical smell emitted from the mattress in the area where my body sleeps has triggered my asthma. I have a Drs appointment this pm. It was delivered 26 July 2018 from Hays Furniture Store in Hopkinsville, Ky. 42240. It took me a while to figure out what was happening and why. The last time I had bought a mattress set was over 20 yrs. ago. And now they are made out of chemicals. Unbelievable!
The store gave me a mattress cover tha is impermeable to liquids last Sat. In hopes that the gassing would not permeate through. I put on bed Mon 6 Aug 2018. So far my O2 sat is still 91 when I awaken… I use Symbicort to help breathe( a medihaler).
Will you all please pick up this mattress and return my money? Thank you, Marie Perkins
270 886-XXXXX. Hopkinsville, Ky. 42240
I am complaining about Serta’s newest commercial. In it they showed a white woman going to bed with a black and supposedly it was a Serta mattress. We are tired of your subliminal focuses on race mixing. I will never buy your products again. Neither my group. We are watching commercials to list the ones that push race-mixing and there will be a list coming out soon. We and everyone else that sees these atrocities will boycott you product. We know that Serta-Simmons is part of Advent International and you are part of a large network of companies. We have them listed also. We are also digging into why (suddenly) do these race-mixing commercial begin appearing this year. We will find out. We will find out who is behind it. Meanwhile….Serta is a hated organization.
We have battled with Serta on 2 of their revolutionary new products, Savant and the Push Hybrid. No help from Serta at all, unable to exchange for the third time. they hold up about 90 days which is the exchange period, coincidence? Outrageous sag, even the third party tech that measured said it was pretty bad. the bed is like a golfcourse or rolling hills instead of supportive. We are sleeping on the floor and couch and due to the price of these, unable to afford to try another just yet. Our next step is a letter to HQ in hopes they can turn their company and junky products/guarantee around. I expect no assistance from a corporation.. all about revenue not client satisfaction. I’ll be shocked if they can keep up in the market with these products.
I have had a few Serta mattress and foundation sets over the years. Recently, I was forced to deal directly with your customer service department with a warranty issue as the store I purchased the goods at will no longer sell Serta due to problems they have encountered with your company. While I have a letter, dated July 21, 2017, stating what a valued customer I am and that I will receive a new foundation, Claim #603006E. I have now spent hours over the past two weeks dealing with your customer service as well as your delivery service, MXD, and getting nothing more than the complete run around. As someone who worked in customer service for twenty-three years I believe the negative customer reviews I’ve read for both Serta and MXD are completely warranted!
I sad to say just after 6 short years of having my mattress the springs started to come out of the side of the mattress, one of the springs actually poked a hole in my wife’s leg! So I made a video of myself pulling the springs out of the mattress! I am disappointed that I am forced to buy a nee mattress! Although you did re embers for the old matttress I still had to come up with another 800$ to buy a new one! After the pain my wife suffered, I feel that I shouldn’t have to pay anything! So I will turn my video viral on the internet! Hope to hear from you soon!
It is with great disappointment that I pose this complaint to your company. However, it is necessary. On February 1, 2017 I purchased a Hanwell Ex Mattress Set ($896.75) from Sears at One Woodland Mall 01140, 3099 28th ST SE, Grand Rapids, MI 49512. A delivery dated was set for February 7, 2017. The set was delivered on this date and shortly after delivery I notice a hole in the mattress. I immediately called the 800 number to inform them of the defect. I was told a replacement would be sent on a scheduled delivery. To this date I have had three deliveries due to defects in the mattresses. My first purchase of a mattress was Serta and there after. I have never been disappointed until now. The defects in the mattresses delivered were obvious ones. I have, along with my companion, been sleeping on sofas until we get our permanent mattress. Frustrated to tears after speaking with so many different people regarding this issue is unwarranted, negligent, and a failure to live up to a standard of excellence. In addition, I revisited Sears after noticing the second and third mattress was not the mattress I purchased and was on display. On Friday, March 3, 2017, another delivery has been set up. I cannot through this medium expose the depth of this situation. Promises of compensation, call to confirm delivery and no show, the numerous agents I spoke with no resolve, and the list goes on. I regret my purchase as I am still without a mattress. I ask at this time that someone from your company please intervene to “make this right”.