• Report: #183015

Complaint Review: America's Mattress

  • Submitted: Thu, March 23, 2006
  • Updated: Fri, May 16, 2014

  • Reported By:Panama City Beach Florida
America's Mattress
12011 Panama City Beach Pkwy. (Karen) Panama City Beach, Florida U.S.A.

America's Mattress - Serta Sleep Shop AMERICA'S WORST MATTRESS Panama City Beach Florida

*General Comment: New Owner

*General Comment: SERTA RIP OFF

*UPDATE Employee: America's Mattress IS an honest business

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We purchased a King-size mattress & boxspring set only to have problems with it right away. We had problems with the fibers/filling seperating causing the Euro-top to flatten and seperate. We had to have their "guy" come out and take a look at it to verify...he is their delivery guy. He then informs us they have had nothing but problems with that mattress. They agree to exchange it for a Serta Perfect Sleeper Privilege Elite.

We slept on the mattress one night.."horrible!" It was hard as a rock and very uncomfortable!! We then went to a different mattress store to purchase a memory foam topper to have some type of comfort! After only 3 months we had over an inch and a half body impressions.

We then went back to the store where it was purchased to get papers to fill out, to be sent to Serta for warranty. We had to measure the impressions and so forth and send them back, to be contacted by a Serta representative.

We were then told to go the store we purchased from and try out the 2 mattresses they would change out for being the "Celebtration" or "Moonbeam Mist."

The Serta rep @ that time had told us the mattress we now had was discontinued & that they had problems with it too!! We were able to go by the store and decided on the "Celebration."

We were then told by the owner of the store (Karen) that we would have to pay a difference for that mattress & would not get a matching set as originally stated, only the mattress. This was never an issue or problem discussed by us or the Serta rep at that time, only that these were our choices. It turns out that the owner of the store & the Serta rep are good friends, not in our favor!

We also were told that the rep was no longer with Serta and we would have to settle things with the store we purchased the mattress set from. We asked to meet with the store owner and see what could be resolved. We were told we only had one choice and would still have to pay if we wanted the "Celebration." I was also told during conversation prior to this by phone we were beating a dead horse!

Why should we have to pay for what they say is an upgrade and a delivery fee to top it off, for a defective product?? We then asked for a refund and was flatly refused. The owner now refuses to do anything and does not treat the customer fairly in any way. Not a way to handle business....& Serta does not back their warranty!!! Nor do people who sell them!!

Panama City Beach, Florida

This report was posted on Ripoff Report on 03/23/2006 10:22 PM and is a permanent record located here: http://www.ripoffreport.com/r/Americas-Mattress/Panama-City-Beach-Florida-32407/Americas-Mattress-Serta-Sleep-Shop-AMERICAS-WORST-MATTRESS-Panama-City-Beach-Florida-183015. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 General Comment

New Owner

AUTHOR: D Schreiber - ()

 The America's Mattress that has been complained about is no longer in business as America's Mattress in Panama City Beach.  The America's Mattress store in Panama City Beach is a completely new owner not affiliated with the old America's Mattress in this area.  This report should be removed as it is a tarnish on the reputation of a business that is not a part of the original complaint.

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#2 General Comment


AUTHOR: raven1947 - (United States of America)

I Bought A Serta From ShopNBC And And a Matt. Cover. Right Away my Husband And I Got Sink Holds We paid over $800.00 for a Queen Bed, I called The Serta Number That Shop NBc gave me they sent me A letter Wanted Me To Pay A inspectiom Fee Plus $ 200.00 to send it back if they decide it wa to be sent back,Why should we have to pay a Inspection Fee ,I weight onlt 120 lbs. and my nusband 150 lbs. so I can't understand why this bed has sunk. when we bought it they sale people said we had a 10 year warraty , so why are they, not helping us. I have had a mattest pad I bought from shop nbc at the same time. so it has no stain, when the sale person poured a glass of juice on the mattrest to show that it want stain. so whats the dail about stains. I can"t afford to Pay $200.00 to have it shipped back to them. These People should have to be made to do right by people. Shopnbc are still selling these SeRTa Mattrests, Just wanted others to know so you want get Ripped Off To, you work to hard for your money. if anyone knows anything I can do to get them to help me please let me know, Its A shame people will Sham, and Rip Off People. Its Sad. I don"t trust Buying Anything Now, Warranty are not any good. Patty Columbus Ga.

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#3 UPDATE Employee

America's Mattress IS an honest business

AUTHOR: Lea Anne - (U.S.A.)

This letter is in response to the report written by "Gary". I was absolutely shocked to read his report; what he has described is NOT the high standard of customer service that we strive for every day in this business. It made me curious enough to research his sale and the circumstances of his warranty claim.

What I found was this:

America's Mattress replaced Gary's bed THREE TIMES.

The original bed Gary purchased was a set that retails approximately $1200. The Celebration, the bed Gary wanted as a replacement, retails at $2300. Of course the company needed him to pay the difference on that kind of upgrade.

Our normal delivery fee is $65. This pays for two hourly workers, a truck, fuel, insurance, etc. Gary paid NO delivery fee for any of the four deliveries that were made. He was told that to do a fifth delivery, he would need to pay the delivery fee. I do not think this is an outrageous thing to ask.

America's Mattress took a loss of approximately $2800 on the string of exchanges that were done in an attempt to make this customer happy and they CONTINUED to work to try to satisfy the customer after taking that much loss.

As long as beds are manufactured by human beings, there is going to be a margin of human error, no matter how small. I have seen this company stand by the Serta product time and time again. ANY defective product is replaced as quickly as possible. (My store's normal time for a warranty claim, from the first customer contact, to the delivery of the new bed, is less than two weeks.)

America's Mattress owners and employees strive to always provide the highest level of customer service, before and AFTER the sale.
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