Apr 4, 2008 Serta Mattress complaint by Phoenix22 |
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.
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1. 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!!!
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2. 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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3. Written by brumfield, on 08-04-2008 22:39
We are on our FOURTH Serta matress. COMPLETE JUNK!!! I'm about 245 lbs and my wife is 125lbs. We have a king size perfect day which forms large dips in the matress where we sleep, and humps up in the middle. Yes, her side too. There is no support and they won't warentee the product unless there is a 2" dip. Like I said, we are on our fourth mattress. If it wasen't for our local store, we would still be fighting with Serta. They (Furniature Outlet) have gracefully agreed to give an in store credit for the mattress, which is kind of helpfull, but all they carry is Serta. Guess were getting new furniature. Not sure what we'll do with the boxspring. We can not wait to get a different bed...any suggestions?
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4. Written by Shanno, on 04-04-2008 14:18
We are experiencing the same problems with Sleep Country and a Serta Perfect Sunrise Morning Mist Set. Sleep Country has measured it and they say it is not over 11/2 inches and meets specifications. They have spoken with Serta who is currently not willing to stand behind their product, and this is after only 8 months of owning it. I also have an issue with the measuring process. I think is matters how far you sink into the mattress. We are lying in troughs and there is a huge hump in the middle. I made it very clear to the salesperson at Sleep Country that I was looking for a firm mattress. The product I have at home is certainly not that! Previous to this mattress, I had a regular flipable, turnable mattress and after 12+ years, it was not sinking as much as this one. Perhaps others experiencing the same problem should report to the governing body - International Sleep Products Association. From speaking with others, this is a widespread problem
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