Complaint Review: Serta

We looked at several different styles of mattresses from spring to all foam. The salesman showed us an extra firm all foam mattress that was at the front of the store. He said that this mattress is GREAT for people with back problems because it has memory foam that contours to the bodies shape. We both laid on it and found it to be perfect for what we needed. It was very firm and supportive yet soft to the body touch. This stores model is called the Serta Aegean. The Serta name is the Nightstar Elite.We paid $1000.00 for the custom' made California King mattress only, no box spring.



The mattress that was delivered to us felt a bit softer than the one in the store, and we paid no attention to it as it was just a subtle difference. Over a period of a year the mattress has gotten softer and softer as if the foam was breaking down or deteriorating. The mattress is so soft and mushy, we have trouble moving around and turning over. It feels like we are sleeping in a hole, also, in the center, where no one has slept feels like a mountain.

There is a definite difference! Hubby used to sleep part of the time on his stomach now he cannot because it hurts his lower back. I like to sleep on my side and can't. I wind up on my back, and I am not a back sleeper. I cannot stay comfortable in this bed for more than 2 hours at a time. I wind up sleeping on the couch to relieve my extreme back pain. Our 10 + year old Spring Air Mattress that we replaced, was not nearly as bad.



We went back to the showroom to complain about the mattress. The same type of foam mattress was in the same spot that it was 1 year previous. We tried it and it felt great, firm and comfortable. We filed our complaint and the salesman said he would call Serta about our problem and that someone would be calling us. About 1 week later the owner of the mattress store, inspected our mattress by looking not touching or sitting or doing anything where he could physically feel what we are feeling and complaining about.



He said there is nothing wrong with your mattress you just don't like the way it feels and you are not comfortable. He proceeded to say that mattresses are not returnable because you are not comfortable, that there has to be something defective with it. We were unable to have a meeting of the minds and he left our home. This mattress was made at Serta Mattress Company, in Riviera Beach, Florida.

In our complaint letter, we also included photographic evidence of the sinkage'. My husband pushed on certain spots of the mattress and sunk in almost 6. Yes I said six inches! I photographed it. I am tired of sleeping in a valley or on the couch. Serta's warranty states 10 year no charge repair or replacement.



P. and J.
Lake Worth, Florida
U.S.A.