How a “premium” Serta Storini mattress became weeks of broken promises — and a customer cut off after paying in full.
I paid RMB 168,180 for a Serta mattress sold to me as “an American brand, imported from New Zealand, premium quality.” Before I paid, the salesman agreed to everything. After I paid, not one promise held — more than 20 broken assurances, the mattress left out in the rain, force-folded by hand, rubbish left across my home — and when I asked when it would finally be installed, I was blocked outright. Every point below is backed by a photograph or a chat record.
Product
Serta Storini King SizeMattress
Amount
RMB 168,180
Claimed
Serta (USA)“NZ import”
Dealer
Withheldfor Serta to identify
Region
Hong Kong
Status
Unresolved · Blocked
The core question
On what basis does a self-styled “premium” international brand take RMB 168,180 — and then deceive an ordinary customer again and again, and finally block him?
I am not asking for sympathy. I am asking for one responsible answer, in writing. The bigger the brand and the higher the price, the less excuse there is to wear one face before payment and another after.
I am deliberately not naming the dealer here. I give Serta the product, its exact model, the price I paid, and these photographs — Serta can and should identify from its own records which of its authorised dealers handled this sale, and answer for it.
Case summary
What happened
What I bought
One Serta Storini King Size mattress, sold as an American brand, imported from New Zealand, premium quality.
Timeline
Purchased 20 March 2026; delivered 1 July 2026.
What I paid
RMB 168,180. (Please treat the figure as subject to the receipt.)
The core issue
Before payment: every request granted, promise after promise. After payment: more than 20 assurances broken or reversed.
Delivery
The mattress was left outdoors in the street, in sun and rain, for about 24 hours; then dropped on the bed and abandoned, with a single worker sent late at night.
Handling
Workers force-bent the mattress with a strap and had my 70-year-old mother help carry it — while insisting it “could not be damaged.”
After-sales
The old mattress and packaging waste were dumped in my living room; when I asked them to honour their promises, the salesman blocked my phone and WeChat.
The cost
Two consecutive nights of lost sleep and serious disruption to my family.
This is the “premium” mattress in question — Serta Storini King Size, sold as an American brand, imported from New Zealand, at RMB 168,180. The grander the name, the more it ought to come with service to match.
The evidence
Point by point, in photographs
The photographs and screenshots below are all from my own experience, in the order events unfolded — from the moment it was left in the street, to the moment I was blocked. The dealer’s name has been withheld. Anything not yet confirmed by the manufacturer is put as a question, for them to answer.
EXHIBIT 01
An RMB 168,180 mattress, left in the street to weather the rain
On the first delivery, with a shrug of “not enough manpower,” they leaned this “premium, imported” mattress against the outside wall of the building and left it exposed to sun and rain for nearly 24 hours, unattended. The “luxury” they spoke of while taking my money was nowhere to be seen.
After a full day and night out in the open, can an RMB 168,180 product still be called “brand new”? I require a direct, written answer from the manufacturer.
EXHIBIT 02
Every promise in black and white — void the moment I paid
Before payment, the salesman promised plainly: unwrap and set up the new mattress, and use the removed materials to wrap the old one. After payment, those promises — and the old mattress — were dumped in my living room, where they still sit. This is not an oversight; it is a systematic breach of faith once the money changed hands.
Everything sworn before payment, void after it — if this is not deception, what is it?
EXHIBIT 03
Bending the mattress double with a strap
A worker force-folded the entire mattress with a strap to move it, all the while assuring us it “absolutely could not be damaged.”
With the springs and structure compressed like this, is it truly unharmed? I require a written statement from the manufacturer, on the record.
EXHIBIT 04
Making my 70-year-old mother help lift it
Another angle of the same process. It could have gone in without folding, yet they insisted on bending it to the last — and had my 70-year-old mother and me do the lifting.
“It won’t be damaged” — is that a professional judgement that will stand scrutiny, or one more thing said to brush me off?
EXHIBIT 05
Dropped on the bed, and gone
After delivery they tossed it onto the bed and left. Only around 11 p.m., after my repeated chasing, was a single worker sent — who still could not manage it, and left again.
Is this the “premium service” of a big international brand?
EXHIBIT 06
Rubbish left behind, and off they went
The cardboard, wrapping and other waste were simply dumped in my home, uncleared, as they walked away.
“Delivered is done” — is that the standard of an authorised Serta dealer?
EXHIBIT 07
“One hour away” — from 1 p.m. to midnight
The group chat says it in black and white: from 1 p.m. they kept promising to arrive soon; at 9 p.m. they were still saying “one hour away”; and still no one came. When someone finally did, it was a single person. “Almost there,” “on the way” — barely one of them ever came true. (The dealer’s name in the chat has been redacted.)
A trader who cannot even be truthful about what time they will arrive — which of their words can still be believed?
EXHIBIT 08
They took the money — then blocked the customer
When I asked them to honour their promises and install and wrap the mattress properly, they stalled once more with “not enough manpower,” and then simply blocked my phone and WeChat. The screenshot shows the dealer had re-enabled friend verification — meaning I had been deleted and blocked. Not a cent refunded; the customer cut off at will. (The dealer’s name has been redacted; it is for Serta to identify.)
A company that took RMB 168,180 turns around and blocks the customer who paid in full — is that a “service lapse,” or plain deception after the money was taken?
One more question
After being force-folded and left outdoors for 24 hours, is this still the “brand-new, premium” mattress I was sold?
Before payment, he promised everything. After payment, he admitted nothing.
Demands
What I require from Serta
1
A public apology that names the deception
A public apology to me and my family for the sustained breach of faith after payment, the reversals, and the unilateral blocking of a paying customer — and an express acknowledgement that this conduct was dishonest.
2
Identify the dealer and hold it accountable
Serta to identify, from its own records, which authorised dealer handled this sale, and to hold the people responsible — repeated broken promises, blocking me, refusing service — seriously to account, not wave it away as “one individual.”
3
A written answer on the folding and exposure
A formal, written statement from the manufacturer on whether the force-folding and 24 hours of outdoor exposure shown here have damaged the mattress or affected its quality.
4
A full refund of RMB 168,180
Given how far the delivery and after-sales fell from what was promised, and the real harm caused, I require a full refund.
Take notice
I have acted throughout with restraint and in good faith, and ask only for one responsible answer in writing. Please respond in proper written form within 7 calendar days of receipt.
Should no direct answer arrive in that time, I will publish the full account and all evidence, and copy the following, so that the public and the regulators are informed:
