We purchased a SERTA on 9/15/2014. Within a few weeks of delivery and having slept on the new bed; we called Baer’s Furniture customer service because the mattress was sagging and the sleeping on the bed for both of us had become painful. We heard nothing for a few weeks again, called Baer’s customer service and were told that the service manager would get back to us. This occurred again two or three times until late December, 2014. The mattress set cost $1482.89
Finally, I called American Express in December, 2014 and complained that we were getting no response from this vendor.
Baer’s contacted us within a few weeks after calling American Express. They had a contractor repreresenting SERTA come out and visit our home and inspect the mattress. Upon seeing the mattress he stated, “I can see a problem already but I have to measure and document and follow the procedures.” The technician was at our home for over an hour.
Weeks later, Baer’s contact us and said, “We must go to the store to get our new mattress.” Upon arriving, the sales lady stated, “Let me show you the mattresses” and right away she started a selling pitch that we should buy this more expensive $5,000 mattress set. We said, we just want a bed that we can sleep on and doesn’t sag and cause us pain to sleep on and we don’t want to spend $5,000. The sales lady wasn’t happy and said, “Then we will order you a replacement from Serta and you will get a new mattress with a new warranty.”
The new mattress was delivered in February, 2015 and again, after several weeks of sleeping on this bed it was sagging and painful just like the first. Again, we started calling Baer’s customer service and the same things occurred- lack of phone calls back and we had to keep calling them and again, complaine with American Express.
Baer’s said they “pro-rated” our purchase— based upon what I do not know. The new pro-rated amount was $1101.55. They are using this method to reduce their liability and their delay tactic of not getting back to us to let the clock run.
Baer’s then sent their own “technician” out who took a string and laid it across the bed and said it’s only sagged 1 inch or so so you have to wait 90 days to file another claim.
We’ve asked numerous times for a refund. Baer’s is not reputable and SERTA’s national customer service was called at 1-888-567-3782 and their position is that the retailer must honor the warranty or service unless that retailer goes out of business then they will not intervene.
We will never purchase SERTA again and we will never purchase from Baer’s: they are less than honorable and their customer service does not exist.