Complaint Review: Serta - Kentucky

My husband was scheduled to undergo hip resurfacing surgery in the spring of 2007 and we wanted to make sure that we had the best mattress for his comfort during his recuperation and the assurance of a proper posture positioning during slumber thereafter.

After researching many mattress companies who used the visco memory foam, I had somewhat narrowed my decision to purchase the expensive Serta Perfect Day Queen mattress set called "Rejuvena".

I was certain of my decision to purchase this mattress after watching the presentation on ShopNBC one Sunday morning in early November, 2006. I ordered the set via this method for several reasons.

First, this mattress set was the exact one I had decided I would purchase locally the very next day, only it was somewhat cheaper through ShopNBC.

Secondly, shipping was free.

Thirdly, this set would not be constructed until I purchased it.

Fourthly could divide the total cost into 4 easy payments.

Lastly, and very important to me, personally, because of it's 75th anniversary, this company would donate a portion of the profits from this sale to Breast Cancer Research. I am a breast cancer survivor, so this cinched the sale.

To make sure my set would get the best care, I purchased a new heavy duty frame that was sure to suffice any pressure my mattress set may incur.

Now, that I have this set in my home and all has settled, I have started to experience severe mid back pain and soreness after a few short hours each night. I notice that I have to hold on the sides of the mattress to exit the bed each time.

My husband is experiencing the same thing....It is of importance to mention here that we both are considered to be of small stature and weight, so were very shocked to discover a definite sagging where our bodies slumbered.

I first reported my findings to ShopNBC and was given the advise to contact the Serta company as ShopNBC only offers a 30 day guarantee.

I called Serta in mid August of 2007 to complain....shocked to be told that there would be a charge to me for someone to examine my mattress set and then came the real clincher.....

Because I had removed that annoying tag from the set, the company could not do anything for me...

I do have the warranty card and, according to the warranty readout on the Internet, mine reads differently.

Online, the warranty states in a paragraph that is in bold print, that you are not to remove the tag from the set, but on my card, that boldly printed paragraph does not appear. I believe that Serta has received enough complaints that they have decided to add this boldly printed statement since my warranty card was issued.

I was asked to fax a copy of my card to the Serta company for their viewing. I was shocked to receive a message from the company stating that they had received the faxed copy, but, unfortunately, they could not go any further with my complaints because the tag had been removed.

Serta is through dealing with me....I can't even get to the part of their sinister plan where some person comes into my home and babbles about one man's discomfort is another man's comfort crap!!

I feel violated and ripped off by the "Serta Police".....No one told me or was it stated in my warranty that if I removed that annoying little tag, I would be stuck with a $14,000 piece of junk and a very restless aching back, sort of sleepless nights...and on a fixed income, deservingly restful retired teacher's income....Unbelievable!!

Linda

corbin, Kentucky

U.S.A.