Pam P.
"SertaToGo" Had to Go!
Allow me to say the customer service is excellent and the company honored its Warranty without any hassle or requiring overly complicated procedures other than uploading specific photos and filling out a form. Their Customer Support is 5-stars! However, the "SertaToGo" STG 2.0 hybrid mattress should be renamed the "ItNeedsToGo" mattress. It held up 9 months before failing with sags, gaps and deep depressions (hence triggering the warranty). If the replacement had held up, I would not be here with my warning. But less than 2 months since getting the replacement (brand new) mattress, the same problem is present. We have a King Size on a very stable wood platform with sturdy, breathable slats. Our combined weight as a couple is under 400 pounds, so we are not So putting heavy wear and tear on this thing - and yet, it is already so uncomfortable and visibly deteriorated that we have to replace it. Sorry, Serta, you're usually quite good and built your brand on quality and reliability. This STG 2.0 hybrid nonsense has not matched your brand identity and historic performance in our case. I understand it is a budget model, but that shouldn't mean unusable. Even those on a budget deserve to get use from what they purchase. Thank you for honoring your Warranty with ease, but this is not the right design or quality for our situation.
Response from SertaOct 5, 2026
Hi there, thank you for taking the time to review your SertaToGo STG 2.0 hybrid mattress. Your feedback is valuable to us. We are sorry to hear that our mattress did not meet your sleep needs and that both mattresses had defects. However, we are happy to hear that your warranty process went smoothly. If you are still within your sleep trial period, we encourage you to reach out to your retailer to begin the return/exchange process. That way, you can work toward getting a mattress more suited to your sleep needs so that you can 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.