Betsy H.
Do Not Buy From Serta Factory Outlet Store!
My husband and I bought 2 mattresses from Factory Outlet Store by phone on 9/1/2020, spending a total of nearly $1,700, paying in full. The 2 mattresses were delivered on 9/12/2020. One was a Queen mattress that was perfect; the 2nd mattress was supposed to be a "Calif. King Mattress" (NOT a King Mattress). A "Calif. King Mattress" measures 72" x 84"; the mattress that was delivered measured 72" x 80" -- in other words, 4" shorter than my box spring. The delivery men want to leave ASAP after delivery; my husband went to the front door with the delivery guys while I stayed in the bedroom trying to figure out what was wrong with this mattress. In the meantime, my husband signed for the delivery as I came running out of the bedroom shouting the mattress was the wrong size. The delivery person came back to the bedroom and acknowledged that it was too short, but showed us our order, which said "Calif. King" and the plastic mattress wrapping also read "Calif. King." I told the driver I wanted him to take it back and bring my old mattress back inside, as this mattress was the wrong size and was definitely NOT a "Calif. King" and he refused, saying my husband already signed for it. 9/12/2020: I immediately called the Factory Outlet Store and was told to take "really clear" pictures of the mattress with a measuring tape showing that it was 80" and not 84" and pictures of the law tag attached to the mattress and send it to some obscure email address and they would contact me within 2 days. I did that and got no callback. 9/14/2020: I wrote to the obscure email address AGAIN asking if they got the images and to email me that they received the images and inform when to expect delivery of the correct mattress. Still, crickets. 9/15/2020: I used the Chat Room feature and they apologized profusely and said within 2 hours I would receive a call from the bedteam people. No Reply. No Call. No Nothing. 9/16/2020: Called. No Reply. No Nothing. 9/17/2020: Called. No Reply. No Nothing. 9/18/2020: Called. No Reply. No Nothing. 9/19/2020: Called. No Reply. No Nothing. 9/20/2020: Called. No Reply. No Nothing. 9/21/2020: Called. No Reply. No Nothing. 9/22/2020: Called. No Reply. No Nothing. 9/23/2020: Called. No Reply. No Nothing. I am now writing this review to let any and all know DON'T DO BUSINESS WITH FACTORY OUTLET STORE. THEY ARE NOT AN HONORABLE BUSINESS. My next step is to write to the BETTER BUSINESS BUREAU, the CEO of SERTA, and my state's DEPT. of CONSUMER AFFAIRS. Hope this helps someone who is thinking of buying a mattress from the Serta Factory Outlet Store.
Response from FactoryOutletStore.com Reviews | Factory Outlet StoreSep 28, 2020
Dear Valuable Customer We want to take this time to offer our apologies that your shopping experience did not go as expected. However, After receiving your complaint, we have launched a full review of your order. We would like to inform you that we are still investigating your order and once we come to a resolution, we will get back to you. If you have any queries, please feel free to reach out to our customer service team by phone or email. Factory Outlet Store