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I am 5'11 and 170lbs. My girlfriend is 5'4 and 130lbs. Somehow in less than 4 years (yes I guess I'm lucky it lasted that long after reading the other reports) we have worn out our Serta Parisian Elite. The issues has actually been going on for about 2 years now but I finally got around to doing something about it a month ago. We paid $1100 for our set (mattress and box), which I didn't hesitate because quite often you get what you pay for.... except this time.The Issue: Our mattress is a pillow-top and sags where we sleep, with a mountain in the middle (as firm as the day we bought it). I called the company I purchased it from (Sleep Country) and they sent someone to inspect it. His results: Mattress does not meet manufacturers warranty requirements for replacement. I called customer service and there was nothing they could do other than offer a small discount on another mattress. Why would I want to buy another one???
You can feel the huge dip... if you roll across the bed you almost need some speed to get over the mountain in the middle... but somehow it doesn't meet the requirements.
How do you measure a pillow-top?? He took a meter stick with a small ruler attached and measured the dip but found that it didn't reach the required 1 1/2" requirement.
If you applied any pressure to the pillow-top where I sleep you would probably see serious dipping compared to applying the same amount of pressure to the middle.
Sleep Country emailed Serta but no response. They gave me the phone number for their customer service and I spoke to a wonderful person who ultimately can't help me. It's since been escalated to a manager who requested copies of the reports but I'm not holding my breath. There's nothing worse than waiting for a call-back.
 Comments (12) |  |
| 1. Written by heidi bowles, on 02-11-2009 13:57 paid 2200.00 for mattress and boxspring.terrible bed.you roll in the middle and can't get out.i would never buy a serta mattress again.we have even flipped it over to sleep on the other said.still a restless night! |
| 2. Written by Kathie, on 11-09-2009 17:24 We have the exact same problem - we have a king-size Perfect Sunrise Morning Mist as well. Spent $2200 for it, and it's a piece of crap. We too also told the sales person at Sleep Country that we wanted an extra firm set. Well it's certainly not firm. |
| 3. Written by CND, on 27-12-2008 10:47 I owned a mattress store and serta and all other companies will cover body impressions. But they do have to meet the warranty replacemnet standards for them to replace them. serta i under stand is 1 1/2 inches deep while seally requires a woping 2" dip. Here is the stipulation this 1 1/2 inch dip required to replace your mattress in nost a 1 1/2 dip while your laying on your mattress but a constant dip while your nolt laying on your mattress. i know your mad at serta but remember seally requires you to have a 2 inch dip. LOok the fatter the pillow top on your mattress the more the comfort layers are in there to dip on you. If you dont like to sleep in a dip dont buy super stuffed pillow top mattresses. |
| 4. Written by Brian, on 09-10-2008 12:14 We are also having the same Problem with our serta matress. The matress is barley 1 year old and there are indents 1.5"-2" deep from were we sleep. Serta told us the matress indents deeded to be at least 1.5" for a recall, they never did anything about it, they wouldn't even send a rep out. I would never buy a serta product again! |
| 5. Written by phoenix22, on 05-10-2008 08:08 Well it's been a number of months and I still have the mattress BUT the woman from Sleep Country did give me some good advice. She said to set up your appointment with the mattress inspector (that just sounds funny) and try to get the first appointment of the day. The reason being, if you just got out of bed the mattress will not have had time to spring back up as much and it might make that critical difference towards your 1.5 or 2" depression. If you can't get the first appointment, well I guess you'll need to take a nap or watch a movie in bed.  Hope you found something decent to wash down that chicken sandwich john drurie. There's nothing worse than a crushed wife in a bad bed, and a drink that doesn't go well with chicken. Hope this helps, please post if it does. |
| 6. Written by Silvia, on 04-10-2008 20:13 We bought Perfect Surise matress from Sleep Country. we have it for 3 months now. I hope we would not experience all this coments, but i say inthe middel on the matress 2-3 weveslines. |
| 7. Written by angry and frustrated, on 22-07-2008 13:19 I just purchased a Serta Monet Elite from the SleepDoctor for $2199. Since then I've found them for $1199 elsewhere. I've only had this bed (King) for two weeks and already you can see body impressions where me and my husband sleep. The store will not exchange for free unless there's a 2 inch depression which is not the case (YET). My only option is to purchase a more expensive mattress and pay $200 for the exchange and delivery. After reading these posts I am willing to pay the $200 just to get another brand mattress. I thought I would be getting a quality product for this price but I think I just paid the salesman a $1000 commission! I wouldn't buy a Serta for my Dog! Don't buy one! |
| 8. Written by john drurie, on 21-07-2008 11:29 Terrible mattress.. my Perfect Sunrise Morning Mist Set formed a crater in the midldle (i'm 375lbs, my wide 80 lbs)... Anyway i woke up one morning. I had completely crushed my wife! Now, instead of just looking for a new mattress, i'm looking for a mattress, a new wife, and a good size Chicken BBQ Sandwich & something to wash it down. |
| 9. Written by Melissa, on 27-04-2008 19:47 Well I guess hind site is 20/20, I too purchased the Serta Perfect Day(notice it was not called perfect night) bed. Within just a few weeks we noticed the deep depressions where we slept. The sales person did tell us this would happen but did not tell us we would need a winch to roll over in the night. I also had the bed fella out and he said the same thing not enough of a depression to constitute warranty. We both wake up in pain and fatigued. Sleep Country boasts about there happy customers, but sure does not go out of the way to make any. I will never purchase another Serta!!! |
| 10. Written by Zuby, on 13-04-2008 07:30 Wish I would have read some of these before purchasing our Serta mattress(es)! We are on mattress #2. The first lasted 4 months before having depressions deep enought that you had to crawl uphill out of bed. In our infinite wisdom we upgraded to their Vera Wang Latex, supposed 30 year life, 10 year warranty. We are on month 3 and in the morning my wife and I are neatly huddeled in the pit that has formed in the middle of the mattress. This was supposed to be a semi-firm mattress. We bought from HOM furniture and they were very good about the first warranty claim. I'll let you kno how this one works out, because I am going to ask fro a credit and buy my next mattress somewhere else. |
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