Escalation Team I have contacted you on multiple occasions by phone, email and surveys with no response. I called Stearns and Foster on July 28th spoke to Ashton regarding the brand-new mattress I received that was dirty with stains on the bottom of it. The delivery was so far from white glove as you advertise, it was pathetic! I explained that when the delivery team arrived, I noticed that the plastic protective cover on the mattress had two tears/holes in it. They went to move the mattress out and went to take the plastic off and I stopped the guy and said that I wanted to keep that for the old mattress, thinking I could tape the holes. He said that they prefer to take it off as it is dirty, and it could get dirt on the walls. I said we are in the process of selling our home and I don't want that. I stopped him again stating that the bed that's on the foundation needs to come downstairs before the new one goes up. He said Oh and yelled at this partner to get his help. As they are coming down the stairs with the old mattress, they brought it down longways and scuffed the walls and chipped the ceiling paint in the archway by pushing it through. At this point my Mom is freaking out as she see's them pushing it through the archway. They get it in the garage and then they go to take the rest of the plastic off the new mattress. I notice that there is what appears to be two dirty spots on the bottom of the mattress, but I didn't have my glasses on, so I was not sure if it was shadows or really stains. They get it inside and I notice it is stains, they plop it down and say ok looks great. I said no that there are stains on the bottom of it. They lift it up and the helper says that came from your dirty walls. I was ready to pop a gasket! I said 1st off this is a two-year-old home on the market in pristine condition, there is absolutely no dirt on the walls, we just had the home photographed, feel free to look at it. Then I said that I noticed it before you brought it in but was not sure if it was shadows as I did not have my glasses on. I then advised that the plastic it was in was torn in 2 different places. Then he proceeds to talk bad about me in Spanish, totally disrespectful! The lead driver says that they can remove it and bring back another one. At this point my mom is so upset and I did not want any more damage done. I explained that we can document this and that I will follow up with Stearns and foster. I asked him to take pictures of the damage, which he did. We then go downstairs, and he has me sign a piece of paper in his book and I write on there that the bed was dirty and they had scuffed the walls. He then says that he needs one more signature and then they are done. He pulls up his phone and scrolls through some pages and says sign here. I said what am I signing for, he says that you received the bed. I said that I need to know what I am signing for. He sighs and goes back and here is a picture of just the bed faceup on the mattress, I said where are the other two pictures? Oh, I'm not sure what happened to them although they just happened to be permanently deleted..... I know what happened to them, he deleted them! So now his partner is nowhere to be found and I have to help him lift the mattress, so he can take pictures again! He did load them in and I did write a statement as to the bed being dirty and the scuffing on the walls. He did hit send but who knows at this point whether it went through, or he deleted that too. I asked him if I was going to get a copy of it and he said YES, but I never received it. After speaking to Ashton, I was told that they could do an exchange. I explained that we were in the middle of house showings and the delivery service had damaged the walls while removing the old mattress and I was concerned about more damage. She said that she could submit to the escalation team, and they would call me back. My Mom yelled at me to just have them deliver a new mattress, so I told Ashton that she could just set up to exchange this one as long as we had different delivery drivers. She then told me she will have to refer me to the escalation team? I said 5 minutes ago you could do an exchange and now it has to go to the escalation team? This makes no sense..... We will have the escalation team get back to you on the 1st of next week. CRICKETS, I have heard nothing from Stearns and foster escalation team. I filled out a survey from Stearns and foster on rating my delivery experience on 07/30, and have heard nothing from Stearns and foster. Shana called me on 08/01 with the delivery service. She stated that was not the experience they want their customers to have. She had spoken to the drivers and gone over policies and procedures, and she was very apologetic. She was amazing, I was impressed, she stated that she could have a new team deliver a new undamaged mattress (she called them the A-Team) out most likely on Friday, but she would check, or it would be the next Friday. I explained I would be out of town the next Friday and it would have the be 08/18. I asked if she could text me the date or email me. She said YES, she would get back to me that day or the next day..... CRIKETS...... I never heard from her again. Seems to be a trend with Stearns and Foster and their affiliates. 08/06 I filed an online complaint with Stearns and Foster, CRICKETS, never heard a word. Called 08/07 was on hold for 1 hour then received a response that they are not taking calls and that I would need to call back. 08/08 called Stearns and foster and was told that their systems had are down and to call back. I asked when she thought that they would be up, she stated that she did not know. I asked how long have they have been down; I was told awhile several days (think she said 2weeks) I said oh great you've been hacked, she said that YES, we've been compromised, and they are working on it. Once again, she said to try back...... 08/10 Filed a dispute with my Discover card for the purchase. 08/20 called Stearns and Foster and spoke to Randall and was told that the case was sent to escalation by Ashton on 08/07? I filed the complaint on 07/28? Randall asked that I call the escalation department tomorrow at 8am - they work from 8-1 or 2 somewhere around there? I explained that I work 8-5 and don't time out for lunch and asked if he could send them a message asking them to call me, as I was on hold for 15 minutes today, most hold times are45miutes or more with them. He said YES and said that he sent it but recommend that I call tomorrow. Enough is enough, I don't want the mattress, the sheets, the pillows, nothing from Stearns and Foster. I have gone above and beyond trying to get resolution. I have lost wages and lost countless hours trying to resolve this issue. We are moving and need the mattress out of the home ASAP and I want a full refund! On top of everything I still have not received anything about Stearns and Foster being compromised. HELP! Would not recommend!

The overall quality is completely lacking on this mattress; there are pulled threads hanging off all over the pillow top and around the seams where the pillow top is sewed on, and there's at least one (that I've noticed so far) small hole in the fabric - absolutely not up to the level of quality you'd expect for a $3000+ mattress or from Stearns and Foster. And I'm not talking about a thread here or there, there's at least a dozen that I counted before giving up counting...they're literally all over the top of the mattress; the mattress was purchased brand new and delivered about 3 weeks after it's build date on the legal tag - can only assume this is a quality control problem. Functionally the mattress is comfortable and supportive except I notice myself sinking into the pillow top to a level I didn't perceive in the store - not a great sensation for me personally.

The last mattress I purchased was rated high in consumer magazines and by customer reviews and initially, it was, but it failed shortly afterward. While I do not enjoy firm the medium should remain medium - this one did not. In researching this mattress the Plush (medium firmness) sounded good and reports seemed to back it up. After going to a few stores I found this mattress and a salesman with years of experience. "The Plush", he said was the mattress for me. Why not try out the Plush and then any number of comparable medium-firmness mattresses? I did go back and forth, it was like trying to find the shoe for me. After a long while of testing out mattresses, I found one I believe comfort was beyond expectations!

[This review was collected as part of a promotion.] Finally , I find the firm mattress that supports my hurt lower back. It is really comfortable to lie on after a long hard working. I will recommend this Stearns & Foster Estate Ultra Firm Tight Top - Queen to my family and friends

[This review was collected as part of a promotion.] One of the best nights of sleep I've had in years. The mattress was beyond comfortable. It has even like a cooling sensation I can feel as I'm a hot sleeper. Overall couldn't ask for more from this mattress! Great job!

After only a few weeks of use, this mattress the "Ellria" does not feel any better than the 16 year old Sears posturepedic mattress that I was replacing. When sitting on the edge there is a creaking sound every time you move. This mattress does not have good pressure point support after sleeping on it for a few hours. When first getting into bed it feels okay but within hours the top is condensed to feeling like you are on a board. Not the sleep or rest I expected for the price. I will never buy another Sterns and Foster. Many of the reviews I have read recently say that it they have had difficulty with the warranty. I am very disappointed in this purchase.

Have been sleeping on a queen size Stearns and Foster mattress over 40 years. The latest model is designed differently then previous models. The smaller box spring makes a little noise at times when getting on and off the bed. Other than that we sleep very well. Well made product.

My wife and I were in need of a good mattress due to problems with our backs, we purchased our mattress at Ashley Furniture were we tried many out and settled on the Sterns & Foster Estate Firm Pillow Top. Our first night was getting use to the firmness and after that it was sleeping like a baby, we love our new Sterns and Foster mattress, we spent more than we wanted to but it was well worth it. We love our new mattress and are telling all of our friends. Thank You Sterns & Foster for a great mattress.

The S&F Estate Plush is a great mix of support and softness. I am a side sleeper and sleep occasionally on my back. I exchanged a S&F Lux Estate Medium PT for this mattress, I sank too much into it causing lower back pain. This one is perfect and costs less.

From day one we had the comfort and support that we have always looked for and not found till now. Bed is soft but has all the support for back or side sleeper. There is no sag in any area of the mattress. It does not sleep hot which is a relief. I sleep hot as many mattresses do. For people with back issues this bed is worth a try.