Serta

We purchased a firm Serta Innerspring Unit mattress from Sears in 2013. It has become too soft for my wife and uncomfortable. First I tried to have the mattress exchanged for an “extra firm” mattress through Sears. All I got was a run around with them asking me to measure the “sag” in the mattress, which there is none, the mattress is too soft when you lie on it. I then wrote to Michael Traub, President of Serta Mattress Company; Brian Callahan, EVP and CFO; Gary Fazio, CEO; and the Customer Service Department at Serta. I was referred to Nick Wells at Serta, who politely told me “…your 120 day comfort trial, is outside the warranty period.” Nothing more they can do. Well…we’re not satisfied. She has a back ache and has not had a good nights’ sleep for months. Please don’t buy a Serta mattress. You’ll be disappointed in the end and you will have no recourse from the manufacturer, Serta or Sears.

We purchased a Serta "innerspring unit" in 2013. It is a firm mattress. After 2 years it has become very soft and causes back aches. I've contacted Sears (where we purchased the mattress) and Serta Mattress Company. I've written letters to Brian Callahan, EVP and CFO; Gary Fazio, CEO; Michael Traub, President; and Customer Service. I've spoken with Nick Wells in Customer Service and have been told there is nothing they can do -- the mattress is "...outside the comfort warranty period of 120 days." We spent thousands of dollars for the complete bed set at Sears and now we're stuck with a too soft mattress. I asked to have an "extra firm" replacement, but was denied. As you can guess, we won't be buying Serta anymore. We'll replace this mattress but with another brand. I checked the satisfaction ratings for Serta on the internet and found they have a 63% overall satisfaction. That's an "F" minus. Nothing more I can say except we're extremely disappointed in this "Made in America" product and their customer satisfaction response. Van Shackelford Mountain View, CA

A week ago, I bought a rather expensive bed system which included an adjustable base and a mattress both made by Serta. I tried the bed in the store and picked the soft bed. It felt good.
After I paid, the salesperson mentioned apropos that the bed will come slightly firmer than what I have tried in the store, but within a week or so, it will be soft. They delivered the bed the following night.

In its advertising, Serta claims the following: “, every iComfort mattress features our breakthrough Cool Action™ Dual Effects® Gel Memory Foam. This is the world’s first material to infuse both our MicroSupport® and MicroCool+™ gels into premium memory foam for an extremely comfortable and supportive sleep surface while helping to reduce the heat build-up that can be associated with memory foam mattresses.”

Alas, the bed has come as hard as rock. No only that, every side I slept on began heating up within a minute or so, that I needed to switched places on the bed I spend a sleepless night/s tossing and turning.

I immediately called the store where I bought and they have an exchange policy, but asked me to give it a chance and break the bed in. I also called Serta and this is what they said:

“It’s a matter of comfort, and comfort is subjective, so we don’t warranty the bed for comfort! In the showroom, the bed has a large cool space where it keeps cool. Your bedroom is not as large and you need to do the following. ‘Don’t choke the bed. Get a cotton/tinsel bed protector and thin sheets, and keep your home cool with the a/c at 65. And, you need at least 30 days to break the bed in.’” I am not lying. This is what an executive told me.

Since I bought the bed, I have not slept one single peaceful night. I toss and turn, wake up 3-4 times, my body aches. The bed has not gotten any softer. It doesn’t hug my body, but sinks where my hips are. It’s a nightmare. Fortunately, the store I bought it from is willing to take it back and exchange for a regular coil mattress that breathes. This mattress is manmade materials and does not breathe. I was told that the company relies on the gel to draw the body heat and dissipate it to the sides.

If you buy this mattress you’ll probably need to knock the walls of your bedroom down to give the mattress a bigger environment like the showroom, order a band of elephants to knead the mattress for a month or so hoping it will get soft, and run your electric bill high in order to keep the bed cool. :-)