By Hatrick on November 18, 2011 Verified by Email

I purchased a Serta pillow-top, normal box spring, frame, sheets and mattress cover. When I received the product (at night) the mattress was extremely high due to the full sized box spring. When I returned to the store, I was informed the original sales rep was no longer there. The new sales rep was extremely friendly and mentioned I should never have been sold the normal size box spring and gladly issued a replacement for the low profile. I had also mentioned the mattress felt funny as my head was sagging towards the end of the mattress. I figured perhaps it would take some time to adjust to the mattress. The sales rep informed me that if the mattress is defective they would gladly replace it as well.

That's where the customer service stopped.

When they came to switch the box spring the drive complained that there was a scratch on the plastic on the corner from where it was touching the metal frame. I told them it was Dormez Vous that installed it. They took it away.

About a month later I noticed that the top left side of the mattress had defective springs. I kept waking up on the exact same spot on my bed. I went back to the store only to be informed that because I already switched out the box spring I would need to call customer support. I called customer support and was informed I had to wait 3 - 6 weeks for inspector to come. About 3 days later the inspector called and scheduled an appointment within the week. Great!!

The inspector arrived and took him all of 2 minutes to confirm the mattress was defective. (Note no mention of any stain)

The delivery truck arrived to swap out my mattress. The drivers raised the mattress and asked me to open the blinds to the window. They then noticed a minute (

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By Hatrick on November 18, 2011 Verified by Email

I purchased a Serta pillow-top, normal box spring, frame, sheets and mattress cover. When I received the product (at night) the mattress was extremely high due to the full sized box spring. When I returned to the store, I was informed the original sales rep was no longer there. The new sales rep was extremely friendly and mentioned I should never have been sold the normal size box spring and gladly issued a replacement for the low profile. I had also mentioned the mattress felt funny as my head was sagging towards the end of the mattress. I figured perhaps it would take some time to adjust to the mattress. The sales rep informed me that if the mattress is defective they would gladly replace it as well.

That's where the customer service stopped.

When they came to switch the box spring the drive complained that there was a scratch on the plastic on the corner from where it was touching the metal frame. I told them it was Dormez Vous that installed it. They took it away.

About a month later I noticed that the top left side of the mattress had defective springs. I kept waking up on the exact same spot on my bed. I went back to the store only to be informed that because I already switched out the box spring I would need to call customer support. I called customer support and was informed I had to wait 3 - 6 weeks for inspector to come. About 3 days later the inspector called and scheduled an appointment within the week. Great!!

The inspector arrived and took him all of 2 minutes to confirm the mattress was defective. (Note no mention of any stain)

The delivery truck arrived to swap out my mattress. The drivers raised the mattress and asked me to open the blinds to the window. They then noticed a minute (

Write a Comment