Serta Mattress Issues

We bought a Serta mattress fro Dial-a-Bed on 07/01/2014 with the standard 2 year guarantee & 10 year warranty. On 04/08/2017 a Steve came and inspected the bed and provided Lylax with a report.

Because the bed was no longer covered by a guarantee we were initially given a quote of R 6225.24 for repairs, after emailing our dissatisfaction, this was lowered to a 'special price' of R2000.00.

We indicated that we wish to continue, but also complained about the fact that we are the ones always doing the follow-up due to lack of communication from Lylax, we also mentioned our dissatisfaction with the quality of the Serta mattress, mentioning that what we are experiencing with the mattress is one of the commonest complaints with Serta.

We subsequently received an Email from Arthur the National Sales and Marketing manager who disagreed with our viewpoint on the quality of the Serta mattress, the lack of customer service, also telling us that they are doing us a favor with dropping the warranty amount to R2000.00 only.

I obviously responded to Arthur disagreeing with his viewpoints on 23 August, also indicating that we want to continue with the repair, we would however only do a EFT once we are satisfied with the returned mattress, opting not to deposit the money 1st prior to them arranging for a collection date.

No surprises that to date there has been no response to our email, prompting us to once again follow up.

Based on our experience I would not recommend a Serta mattress, all we are expecting is for customer service from Lylax, rather than us chasing the issues all the time.