SertaReviews of serta.com

Serta promised me a "white glove delivery." The delivery finally showed up after three weeks (a week later than promised after purchase) just shoved in the front door still in the box and left there. Uh...The Serta website was my retailer. My girlfriend was over the hiring and training of "white glove delivery" for Restoration Hardware. She traveled most of the U.S. EVERY WEEK to hire, train and monitor companies hired for white glove delivery. Since she flew every week to do this she was given a Companion Pass. Guess who got the Companion Pass? Many, many times I traveled with her to monitor these delivery companies. It was Serta Corporation that is delinquent. And it was a bed frame not a mattress.

Easy to order. Clear language. Excellent visuals.

The shopping experience was easy; the product, however, quickly went from comfortable to awful. I loved the comfort at first. It still looks the same as I bought it, but it quickly became more painful to sleep on.

Serta sent the wrong mattress. When I informed them of this, they told me I could no longer have the mattress at the price I paid, they explained that it would cost another 20 percent. AND, once I received the mattress I actually ordered, I would no longer have a 100 day trial period and would be ineligible for a return. It took me an entire week, phone calls and emails, to get this straightened out. And honestly, by the end of it I just wanted to be done with Serta and not have a new mattress from them. It was a really bad experience, they basically thought I was lying about receiving the wrong mattress and it was a super stressful thing to go through to get them to see that they actually had sent the wrong mattress. And I was really surprised that they were going to charge me more too, but they sure as heck tried.

This was a warranty purchase. The online form was easy to follow. Long but everything they wanted was explained throughout. Spent about a week emailing back and forth. Answering all questions and submitting anything else the warranty department asked for. Warranty was approved and it took about 3 weeks for an outside delivery company to call and set up a delivery. The delivery company, RXO, was surprisingly good especially with the reviews I read. I’m happy it went smooth. Lastly received a mattress that was similar to our old one and we’re very happy with it so far. It’s thick and firm. Great quality. Exactly what we look for in a mattress. The process from start to finish was great and I truly appreciate that. All the ladies I dealt with via email were kind, courteous, and helpful. That was a breath of fresh air. Usually when trying to do a warranty the company will be aggressive with the customer, blaming them for issues. But Customer Service at Serta was nothing like that. At all. They listen, look at all photos/videos, and actually will admit if there is noticeable change. Thank you Edit: I read reviews. A lot was about delivery. Now when a mattress is delivered, it’s done so my a 3rd party delivery service. Mine was RXO. It depends on where you live. Now this does not excuse Serta fully of delivery responsibility. They should use good delivery methods. I read RXO reviews and was horrified. Point is, you can’t give a one star review if it’s only the delivery that was bad. Maybe one star off for using them. That’s not really fair if you actually calm down and think about it. So to the people who hasn’t ordered yet and is reading reviews first. Keep this in mind. Delivery is 3rd party. Maybe ask Serta for different options if the delivery reviews are terrible.

The time and effort to collect all the photos for the warranty process was very laborious. The customer service response was quick and informative and ordering a replacement mattress was fairly straightforward.

Great service for a good product!

I hate leaving such a poor review for the Serta bed and platform. The price was excellent, and it was replacing a Serta IQ Hybrid mattress. But I slept on the new Serta for a week, and every morning woke up with body pain practically head to toe. I could fall asleep on it just fine, but after about five hours I would wake up miserable. Since I had good luck with the IQ Hybrid, I would just ask people to see if they can test the mattress they're interested in a store. I bought mine on-line (first on-line bed purchase ever) and I truly don't recommend that choice at all.