Disappointed.

Serta mattress warranty claim rejected without inspection or contact: Sleepmasters Sasolburg

On 8 July 2024 we bought a Serta Athena bed set from Sleepmasters Sasolburg Boulevard for R6,858. It is sold with a 10-year service warranty.

In September 2026 a spring clip began pushing through the side panel of the mattress. We logged a repair request with the store on 13 September 2026 (ref ***)). We gave the store photos, and the store sent them to the supplier.

On 21 September the claim was marked "rejected." Nobody contacted us first, and nobody came to inspect the mattress. When we followed up, Serta said the problem was caused by "sitting on the edges." Their solutions were to:

pay R4,250 for a warranty replacement, or push the clip back into the mattress ourselves.

The supplier also admitted they don't receive the complaint photos with the claim, only the invoice and contact details. So the claim was initially assessed without anyone seeing the damage.

The mattress has been used normally on its matching base and has always had a mattress protector. As our photos show, it is clean and in good condition, with no sagging, stains or damage apart from the protruding spring. A spring working loose after about two years is a product fault, not misuse.

We are pensioners. We saved to buy a quality bed that would last, and we trusted the Serta name and the 10-year warranty. Being asked to pay R4,250 for a fault we did not cause is unreasonable, and it is not what we were promised when we bought it. We simply do not have the money to pay that amount, so we have been left with no choice but to accept their answer. My husband will push the spring back in himself. It is very disappointing to be treated this way after paying for a premium product.

We do want to thank Natalie at Sleepmasters Sasolburg. She stayed in contact with us throughout, followed up repeatedly on our behalf, and was genuinely sorry about the outcome. Her service was excellent. Our disappointment is with Serta's handling of the claim, not with her.