Xintong L.
Worst mattress purchase experience…
Worst mattress purchase experience ever. I ordered my mattress in the middle of August, with delivery originally scheduled for September 14. I then received a text saying the delivery had been rescheduled to September 21. On September 20—just one day before the new delivery date—I received another text pushing it all the way back to October 12. I contacted ROX and was told that the delay was due to “legal and mechanical issues,” with no further explanation. The store also does not offer a pickup option. I contacted both Serta and ROX to ask whether I could cancel the white-glove delivery and simply have the mattress delivered to my apartment’s mailroom instead, hoping that would allow it to arrive sooner. Apparently, that isn’t an option either. At this point, I’m looking at nearly two months between ordering the mattress and actually receiving it, assuming it doesn’t get delayed again. I paid for a mattress—not to spend more than a month sleeping on an air mattress and dealing with back pain while waiting through repeated last-minute delays. Extremely frustrating and disappointing experience.
Response from SertaSep 21, 2026
Hi there, thank you for taking the time to review your Serta Mattress and customer experience. Your feedback is valuable to us. We are sorry to hear about your experience. If your mattress delivery has been delayed, we encourage you to reach out to your retailer to escalate your concerns to their management or corporate team. That way, they can reach out to RXO on your behalf and see what they can do to solve this issue for you and make sure it does not happen in the future. We want you to be able to get the wonderful nights of sleep that you deserve. If you would like to share more with us, feel free to reach out to our team directly through the Contact Us page on our website with any questions, comments, or concerns.