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Customer service, does it still exist?

by Roger NC / January 3, 2012 7:28 AM PST

I bought a Serta mattress from Sam's Club online back in July 2006. I believe it has a 10 year limited warranty. I emailed Sam's and Serta from their web site links about contacting someone about premature failure. Serta says all their warranty is handled by the store that sold it unless the store has closed or no longer sells Serta products.

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shows how important a good data base is.
by grimgraphix / January 4, 2012 8:22 AM PST

My "day" job has me managing at a retail electronics store. This company has about the worst database program in the world. Searching for customer purchases involves multiple cross references but excludes the one thing that is most logical, which is by phone number. Should one of my employees makes a single typo in taking customer information, then a receipt record can just be impossible to find.

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Maybe, but a statement from 2006?
by Roger NC / January 5, 2012 6:18 AM PST

I'm not sure if I got them that far back honestly. Or rather, if I have them if I can ever sort them out.

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what is important is the card number
by grimgraphix / January 5, 2012 6:44 AM PST

Even if you can't find the statement, if you know which card was used, and you give them that number, they might have better luck digging up the transaction documentation.

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What bill of sale?
by Roger NC / January 6, 2012 7:19 AM PST

Since it was an internet sale, all I have it my printout, and they discounted that.

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Help from Serta
by sertahelp / January 9, 2012 10:14 PM PST
In reply to: What bill of sale?

I'm a representative of Serta and if you would like direct assistance, please email SertaFBHelp@gmail.com and we'll get the message to the team here that works with Sam's for prompt follow up.

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(NT) Cool, you got their attention
by Diana Forum moderator / January 9, 2012 11:24 PM PST
In reply to: Help from Serta
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(NT) Of course, if you believe Serta would have a gmail account
by Diana Forum moderator / January 9, 2012 11:25 PM PST
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(NT) trolls phishing on SE ? NEVER !!! LOL
by grimgraphix / January 10, 2012 7:06 AM PST
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Customer Help Page
by James Denison / January 10, 2012 2:31 AM PST
http://www.serta.com/Serta-We-Make-The-Worlds-Best-Mattress-Contact-Information.html

You may write to Serta:Serta InternationalCustomer
Service Department3 Golf Center
#392Hoffman Estates, IL 60169
You may also call Serta between9:00 a.m. - 5:00 p.m. EST
1-888-55-SERTA (1-888-557-3782)
For status on a direct home delivery of a mattress order placed with one of Serta's partners, please go to http://www.wherezmyorder.com.


The address given in post above may be legit, but just as likely to be a phishing exercise.
also seen at;
http://twitter.com/sertamattresses
http://www.facebook.com/sertamattress/posts/125288487587242

Uses a proxy server. Not good.
http://www.faceoxy.com/index.php?q=http%3A%2F%2Fwww.faceoxy.com%2Findex.php%3Fq%3Dhttp%253A%252F%252Fwww.facebook.com%252Fsertamattress

I'm with Diana, I'd check directly with Serta to see if they have a facebook page, what it is, and if they are aware of the above page.

http://www.facebook.com/sertamattress?sk=info
Serta is
a mattress brand leader and manufacturer of the best selling premium
mattress in the U.S., the Perfect Sleeper. Follow us on Twitter:
@SertaMattresses Product/Warranty question? Email us at
FBCustomer@serta.com. We are happy to help!
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Good news, surprising in fact
by Roger NC / January 11, 2012 10:33 AM PST
In reply to: What bill of sale?

Serta contacted Sam's,

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Wow that's great.
by MarkFlax Forum moderator / January 11, 2012 8:55 PM PST

It's a shame you had to jump through hoops to get this far, and a shame that warranty records were not centralised for easy access, but still good news.

Nice one.

Mark

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