Excellent comfort but the manufacturer warranty is misleading and customer service is nonexistent!
Written: Mar 05 '03
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Pros: Comfortable!
Cons: The Serta manufacturer warranty is completely MEANINGLESS!
The Bottom Line: Do NOT buy the Perfect Night,opt for the more affordable and equally comfortable PERFECT SLEEPER. Be ware that the Serta warranty is meaningless and purchase 3rd party warranty.
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| leanderson1127's Full Review: Serta Perfect Night Mattress |
Don't get me wrong, this is the third Serta mattress and box-spring set I have owned, I think they are a fantastic product in terms of comfort...just don't think that because you are paying a premium price that you can expect premium durability or premium customer service from the manufacturer!
We purchased our California king size Serta Perfect Night (extra-firm)set in June of 2001. We had been impressed by the long-lasting comfort and durability of a Serta Perfect Sleeper set we had owned previously, but it was high time to retire our old full-size set. My husband and I both appreciate the benefits of a comfortable night's rest and were willing to invest in the quality of our sleep set. After doing some on-line research of the then current Serta products available we decided on the Perfect Night system. We purchased the set at Macy's for $2200.00 plus tax. The recommended steel bed frame with center support was included in the purchase price. We also decided to purchase a separate warranty on the set from Macy's which would cover cleaning...if the professional cleaners could not remove a stain from the mattress this warranty would completely replace the set. We also spent $150 on a high quality quilted mattress cover with heavy duty elasticized extra-deep pockets to fit our mattress. At that time in our lives $2200 was a MAJOR purchase for my family and we wanted to protect our investment as much as possible.
We had the set for about four months with out a single complaint. I slept like a baby on this mattress, unfortunately our then one-year-old son was more often than not right in the bed with my husband and I. On more than one occasion my son would crawl into bed with us still holding onto the bed-time bottle of water we had given him....needless to say there was some MINOR spillage at the head of the bed from his bottles. Most of these spills were absorbed by our fantastic mattress cover, but there was some slight water marking on the surface of the mattress none-the-less.
After we owned that mattress about four months I was changing the sheets when my thigh bumped into something SHARP and very PAINFUL on the side of the mattress. I had to look closely to find the offensive point, the mattress cover was still intact but there was a small bulge in the fabric and it felt like the end of a coil was poking outward. I knew that the Perfect Night was a top-of-the-line Serta product and had the 9-year manufacturer warranty and after paying $2200 I expected better durability than this so I called the toll free number on my mattress tag for help. Guess what? There were NO LIVE OPERATORS! There was a recorded message instructing me to leave my name, address and warranty code from my Serta product and a warranty claim form would be sent to me through the US mail. This was my first clue that I was in trouble. I did as instructed and within three business days I did indeed receive the warranty claim form.
The warranty did in fact cover defects such as the one I had encountered with my mattress HOWEVER, the consumer is responsible for shipping the mattress set to the nearest Serta factory / repair center for service or replacement. WHAT!!!!! Do you have any idea how much it costs to ship an extra-thick not to mention extremely HEAVY California King Size mattress 300 miles? That wasn't the worst news this claim form had for me, Serta will NOT honor their warranty on a mattress with a stain of any kind on it. They won't touch it. I can understand not wanting to touch it for potential health reasons...but I think they could REPLACE my mattress which had an obvious manufacturer DEFECT. Did I mention that I paid $2200 for this mattress!? Serta reserves the option to repair or replace at their discretion and YOU have to ship the mattress to their facility for inspection and if there is any staining what-so-ever they won't touch it! BOTTOM-LINE: THE SERTA MANUFACTURER WARRANTY IS A LOT OF HOT AIR- IT IS COMPLETELY MEANINGLESS.
I thanked my lucky-stars that I had bought the additional warranty from Macy's for cleaning or replacement in event of any kind of stain- this included smoke, water, urine, ANYTHING! This is a FANTASTIC warranty- GET IT!
My experience with this mattress really changed my opinion on the quality of Serta products and the overall reputation of the company. Though I could possibly buy another Serta only because I do find them to be the most comfortable brand I will NEVER again buy the top-of-the-line product. I would highly recommend a much less expensive and equally comfortable Perfect Sleeper over the Perfect Night. MOST IMPORTANTLY, ALWAYS BUY THE ADDITIONAL WARRANTY FROM YOUR MATTRESS DEALER AS THE SERTA MANUFACTURER WARRANTY IS COMPLETE GARBAGE! Spend half the money on an equally comfortable mattress, if worse comes to worse you can replace it twice as often and still come out ahead!
Recommended:
No
Mattress Size: California King
Mattress Firmness: Extremely firm
Amount Paid (US$): 2200
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Epinions.com ID:
leanderson1127
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Member: Lisa Anderson
Location: Morrisonville, NY, USA
Reviews written: 3
Trusted by: 1 member
About Me:
I'm a twenty-something stay-at-home-mother of a three-year-old boy and a one-year-old girl.
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