Overstock.com Complaint - Buyer Beware!...So Called "Serta" Memory Foam Mattress Topper - So Called

Posted by Hugh_Jorgen on 2006-07-12:

Did you let Serta know about this? I'm sure their legal department would love a link to the web page selling the "Serta" toppers.

Posted by scrappy1 on 2006-07-12:

Then maybe she ought to also send the llinks for all the other stores that are selling them. Including Sams Club and JC Penney. I love people who just make things up

Posted by jwren on 2006-07-13:

Well even if Serta does make a topper, (which I guess the one person at Serta that told me they do not, might have been incorrect) this is NOT one of them, they would not package their items like that in saran wrap with a logo that was so distorted from overcopying it. They are selling a cheap knock off and trying to pass it off as Serta, and yes I have brought it to the attention of Serta. They are investigating it. I have photos of the packaging and the label to support my findings.

Posted by Doc J on 2006-07-13:

Overstock by any other name equals "liquidator". As a result, only technologically removed from a coupla guys in dirty overalls, in an old truck, going door to door selling "bargains". Not a hallmark for quality or reputation and a sure stimulus for somebody's working BS indicator. Good luck!

Posted by footballguru on 2006-07-19:

I am very happy that I read this because I was just considering ordering from them. I was also wondering how they can afford to offer products at the huge discounts. I hope this gets out to more people.

Posted by Noneill on 2006-07-19:

Well Serta products don't impress me. Our expensive king size pillow-top mattress went flat in a matter of a few months. We've tolerated it for 3 years now. Need to replace it but I am so afraid of making another expensive mistake.

Posted by cosmicaura06 on 2006-07-28:

My experience is almost exactly the same! The package arrived yesterday - box was torn in half & the mattress was wrapped in cheap saran wrap. I have to agree - the Serta label looks like a cheap copy and it's just stuck on there - no directions, labeling, materials, etc... Not what I would expect from Serta AT ALL! The foam looks dirty and discolored, plus there are deep gouges all over it - disgusting.

Interesting point - according to the DHL (who delivered the package)tracking info, the mattress was sent by Leggett and Platt Inc. A cursory google search shows it to be involved in the furniture industry, but no connection w/ Serta as far as I can tell.

Suffice to say, I've asked Overstock to pick up this hunk of junk and refund my $$. This is my second experience buying a higher priced item from Overstock and receiving subpar products. I think from now on, I'll stick with a more reputable and consistent vendor from this point forward!

Posted by mocean on 2006-08-17:

First of all, thank you for taking the time to comment on your experience with Overstock.com. I was looking at one of the "Serta" toppers when I stumbled across your posting. I spoke to Overstock.com and they stated that they received the product from Legget with the Serta label on it. The FTC rules state that retailers are supposed to be diligent in verifying information like this, especially when it's been brought to their attention that something might be amiss. I checked out Leggett and found that they do in fact, produce many products as components in other products sold at retail. I'm awaiting a response from them as to whether or not they manufacture toppers for Serta. I expect the answer to be yes. I'm not surprised that Serta doesn't have the toppers on their web site, as that is not where they make their money. At the same time, I'm concerned about the condition of the toppers when you and the other person received them.

While I'm not sure yet, I think this product is okay and the description is correct. At such a bargain basement price, I'm not surprised the toppers don't come with the official Serta logo. I suspect these are Leggett overruns that Overstock.com got their hands on. I do think something needs to be done about the shipping issue so when I order mine, I will take steps to insure mine come in mint condition and well packaged. I have the comments in here to thank for that.

Serta might have been mistaken in telling you they don't sell toppers, but I am still very grateful for your comments. Thank you for taking the time and making an effort to keep the rest of us safe from Internet abuse.

I'll let you know when I hear back from Leggett.

Posted by jwren on 2006-08-17:

Just an update...I reported overstock to the BBB and they responded with an offer for $25 off my next order (I already got the full refund)...but as I told them before I would not be ordering from them again so that was useless...but here is the funny part, the offer was only good for 12 hours... just another little example how they just don't care about their customers or their reputation...As I said before...Buyer Beware!!! Enough said. :) Good Luck to all!

Posted by jwren on 2006-08-17:

FYI: I also wanted to add that overstock did not send DHL out here to pick up my topper as they promised, they told me it could take two weeks or longer to get them back here to get it, I said bull! I called DHL myself and demanded that they come the next day and get this junk off my front porch as I would not be liable if it was stollen as I was leaving for vacation and could not babysit the topper... DHL was quick to respond and bill overstock, never once asked me to pay for the pickup. So if any of you do order one, be sure you do the same if you return it, or you may never get them to pick it up... I have read other stories that they are very bad about picking up returns...

Posted by mocean on 2006-08-18:

As promised, please find Leggett's response below regarding their production of toppers for Serta.

-------<<<<<<<<<<<<<<<<

Yes, we do manufacture high density foams as well memory foams for
Serta. We do not manufacture any Latex foam at all.

Please let me know if I can help you in any way.

Keith A. Mauldin
Leggett & Platt Inc.
Director of Retail Sales
200 Brozzini Court - Suite G
Greenville, SC 29615
Phone: 877-550-3626
Fax: 864-286-8738
email: keith.mauldin@leggett.com

-----------<<<<<<<<<<

Since I was interested in 100% Natural Latex (lasts about 30 years) and not any of the man-made memory foam toppers (last 10-15 years). I didn't buy anything from Overstock. I did discuss their shipping issues regarding this product and they were very apologetic. There is little they can do outside of trying to correct a mistake when it happens. I guess they don't always succeed in that area either, but at least their advertising is accurate. Those memory foam toppers are indeed manufactured under the Serta label by Leggett.

Posted by hibiro on 2006-08-20:

Coincidentally, I visited a mattress store. The salesman (who was also the owner and was definitely not some uninformed new hire) sold mostly Serta mattresses. I was asking some questions about the only memory foam mattress there and asked who makes it. He told me it was some other brand and that Serta does not make Memory Foam. So, there you have it.


Also, only TempurPedic makes the original Memory Foam. There are several knock-off versions of Memory Foam; just go to your local Target. They sell so-called "Memory Foam" pillows for 30 or so bucks while the genuine pillows are 80 or 90 bucks.

Those companies that make the fake Memory Foam aren't really infringing copyright, though, because they are not claiming to be the TempurPedic company and don't use the same exact type of Memory Foam.

Now, when someone slaps a Serta sticker on a mattress topper and makes money selling it, though, that IS copyright infringement and SOMEBODY is going to get the poop sued out of them. Whether that is Overstock or the "company" slapping the Serta stickers on crappy mattress toppers.

Posted by FundsRecovered on 2007-05-05:

Hibiro- did you even read the posts before yours? Serta is the "Named" manufacturer and done so legally by an affiliate manufacturer. Serta probably does not actually even produce any of their items wholy but assemble the parts others manufacture. The recent Menu pet foods recall is a prime example to uninformed consumers that most of the parts or ingredients for the finished products we buy being offered from many manufacturers all have the same roots! Also, large companies poorly package items all of the time and Serta nor it's affiliates are not exceptions! Lastly, there are many companies manufacturing memory foam and it is memory foam by definition. It may vary or may not vary in performance from Tempur-pedic and might be made slightly different. Reagrdless they are all still "memory foam" bacause that's what the product does. Considering all of the different memory tops at Overstock.com have over 700 positive reviews from consumers with ratings over 90% positive I would have to assume since this site is a place to vent you are hearing from the few who had bad experiences. Maybe John Doe at the warehouse was disgruntled that day because the boss yelled at him for being late so he packaged some items poorly and these guys received them? I am not sticking up for Overstock or anyone else but your comments were so ridiculous I had to say something.

Posted by GoodAsGold on 2007-10-04:

Yes, Leggett & Platt makes the memory foam that Serta uses in their mattresses, as well as their innerspring system. (A proprietary product called Miracoils (continuous coils.) Legget & Platt also makes just about every coil system you've ever slept on, including boxsprings/foundations. I would think that Overstock.com advertised the memory foam with the Serta name because everyone recognizes it. Who knows about Leggett & Platt except people like me who happens to know a lot about mattresses. And, they weren't really "lying", per se. Serta DOES use this memory foam in their mattresses. They just don't personally manufacture it. No big deal. Half the products we use are like that. Read the small print sometime.

Posted by doesresearch on 2008-01-09:

Let's settle this- they weren't lying AT ALL: L&P marlets these products under license for Serta - Leggett & Platt To Market Serta-Branded Sleep Comfort Systems Products
Tuesday, April 05, 2005 By: Furniture World

"Sleep Comfort Systems, part of L&P’s Urethane Division, has announced an agreement with Serta International to introduce a Serta-branded line of foam sleep pillows, toppers and other specialty sleep products."
SEE: http://www.furninfo.com/absolutenm/templates/News.asp?articleid=4960&zoneid=8

And BTW, for the price it is an incredible product! I challenge u to find anything even close in the price range offered by Overstock. You don't get a cadillac when you pay for a Hyundai, but Hyundai ain't half bad :)

Posted by doesresearch on 2008-01-09:

And one more for you ; as to Overstock's bad Customer Service. Somehow I accidentally ordered a twin instead of a king, but didn't even look and opened the package. The site clearly stated it couldn't be returned after opened and the rep parroted that, but I asked for the supervisor , who merely asked if I used it and when I said no, gave me an RMA ; not unusual to have to ask for a supervisor, but I was treated courteously and my problem was easily resolved.

Posted by SellPro on 2008-02-29:

What a bunch of whiners & conspiracy theory whacks! The Scion Xb is a Daihatsu, half the appliances under Sears brand name are or were Bosch, some of the Mercedes Benz S and E Class parts are Siemens (crap American products) and Hyundai, a lot of Honda motorcycle parts are actually Hensim Chinese parts… SO WHAT? I don’t have the topper but I have the Overstock 8 and 10 inch Memory foam beds made by Leggett & Platt. They are phenomenal. I have had one for 4 months. Not a single hiccup and 3 times softer and more comfortable than one of our tenant’s bonafied Tempur-Pedic mattress. I have not had a better mattress. We own 2 Serta high-end model regular mattresses and a Sterns and Foster. This $350 mattress is more comfortable. The company has been around for over 100 years.
When you buy a topper for what equates to $19.95, what do you expect? It doesn’t matter who makes it. It’s going to be crap. Now the boxing issue is another story. Who knows about that. I doubt it was Leggett that has anything to do with that.