Buyer Beware:

My husband and I purchased, from The Brick, a $3,000.00 Serta Perfect Night PBL2A5KPK
Backlogic Platinum 2000 Eurotop Plush King Mattress Set.

After 6 months we called "The Brick" to complain of a 3 inch crater on my side of the mattress.
2 months later, they sent someone out to take measurements.

My husband and I were told that the mattress was on "borderline" of being defective/normal.
We were also told, by the Brick's worker, that since this happened within 8 months that he was
going to write the mattress up as "defective" and that we should be hearing back from someone.

Well, that was December 23rd 2005. Today, February 6th 2006, my husband had to make a call, since nobody had called us, and the response he got was that NOTHING will be done.
According to The Brick, our mattress had normal "wear and tear".

EXCUSE ME!!!....only 6 MONTHS.....you call this NORMAL on a $3000.00 bed??

I sent another email, to The Brick, expressing the "exact" words noted above.

Here is their reply:
I would like to apologize for the lack of follow up by our customer service department regarding the service call on your mattress. I agree that it should not have taken this long to provide you with the information received on the technician report.

I have also received the picture you sent in showing the indent on the mattress. This has been forwarded to our local Serta representative for review. He has requested (if possible) three more pictures at different angles with the bedding removed please. What he requires for accuracy is as follows:

- a picture of the bed frame (taken at eye level to the frame from the side)
- a picture of the boxsprings with the mattress removed
- a picture of the mattress (bedding removed) with a broom stick or mop stick laid across horizontally, and taken from the same angle as the first picture taken.

I understand that this is an inconvenience and again, I apologize that this matter has been prolonged to this extent. Because our out of town service is so limited, it is difficult to get an immediate service date to send one of our technicians (as you have already experienced). We will do our best to get an accurate evaluation from the manufacture based on the pictures you send in.

Well, I did just as The Brick had asked of me. I also carbon copied all this information to Serta.

Again, a month went past and I had to re-email for an update.

Here is the response from The Brick:
?? at Serta in Winnipeg has offered to customize your mattress for you at no charge.

The details are in his email below. If you could please take a minute to read what he has offered to do and let me know if and when you would like to have this done, I can make the arrangements from there.

Sorry for the delay!
Thanks,
?


Hi ?,
Repair Authorization # BRK 621
I will have the mattress re inspected, and made firmer.
If I'm in the factory the day it arrives I will personally inspect it to make sure that Rob's assessment was correct.
When, and who will be bringing it to the factory for the repair?
Factory hours are 7:30am-4:00pm Monday to Friday.
Please call me to go over the details.
Thanks
??


My husband and I are in AWE!.....and my next e-mail to The Brick is as follows:

I am sorry, but since this mattress was defective within the first 6 months, my husband and
I don't believe a $3,000.00 mattress should be repaired. We want this mattress replaced.

We have NEVER spent more than 1,500.00 dollars on a mattress, until now, and enjoyed
at "least" 7 years of perfect wear before "any" sag became evident. Looks like we have
learned our lesson the hard and "expensive" way. We will NEVER purchase from The Brick or
Serta, or spend more than 1,500.00 dollars on a mattress again! Should have listened to my aunt and went with Sealy.

This is where the story pauses, for now. We have not heard anything from either The Brick or Serta since this last e-mail.

My husband and I are not, at all, implying that you should not purchase from The Brick or Serta, we are just expressing our frusterations over our ordeal in hopes to make the shopper "be-a-ware".

Happy Shopping.