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!

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.

We have Hurston Luxury Firm. It started feeling like a hammock after the first two months. We rotated it once a month, which didn't help. I waited a year and a half to file a warranty and was denied because the measurement of the gullies was 1.5 on one side and the other side was 1.3. Not only does it feel like sleeping on a hammock, but the foam layer is also compressed so much in the dips we feel like the coils are digging in our backs. It's unacceptable to have that problem with a mattress that's less than two years old. The mattress store we bought it from said give it a little more time, and they're sure we'll have a warranty claim soon. We just ordered another mattress from another company and will never buy another Stearns and Foster!

Previous bed was a sleep number. This mattress I've had about 90 days just turned it to break in other side I used to wake up sweating with the sleep number bed and now I never wake up sweating I sleep longer also I don't wakeup with back pains anymore. Best mattress I've ever slept on in my life!! Just wish I could have afforded the next level up from the estate collection to get that gel cooling layer cuz I prefer to sleep really cold

[This review was collected as part of a promotion.] This mattress is so amazing, I've never slept so good. It's firm not hard and you can't feel and movement when sleeping next to another . It's a high profile mattress so getting out of bed is a breeze . I have no more back pain when waking up in the morning ,It's honestly changed how I sleep and how long I stay asleep . I would pick this mattress again and again . It has a quilted plush top its so nice it's a non flipping mattress you just need to rotate it every 6 mths or s. It is heavy but it does have handles on the side which helps a ton .

[This review was collected as part of a promotion.] Mattress is very comfortable. Since I've had it ive been sleeping through the night. Planning and buying new mattress for my other rooms. I have received this product in exchange for writing a review.

[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!

[This review was collected as part of a promotion.] My husband has some back pain that seems to feel better when he sleeps on a very firm mattress. We chose this mattress to replace one that was too soft for him. This mattress is very comfortable for both of us. We do not feel each other moving at night and both of us wake up refreshed in the morning. This bed feels comfortable and sturdy and has not yet formed any indentations where we sleep. I was given this bed in exchange for my honest review and I can say we would certainly purchase this mattress again!

I purchased this mattress from Mattress Firm. I explained to the salesperson I had chronic back pain and he showed me the Stearns and Foster. Of course, the mattress in the showroom was very comfortable, but when I got the mattress home, and layed on it, I knew something was wrong. I could feel the coils just from sitting in the bed. My back pain increased dramaticly from sleeping on the mattress. But, I realized the mattress I laid on in the showroom, the top of the mattress was dark blue (which was the Lux). After I realized what I received & what I layed on in the store was different, I immediately called the salesperson. I was told since I got the mattress on a deal they wouldn't take it back. I even went as far to as to speak with the manager...I was told he was the manager. I asked him if he could speak to his manager and explain what happened. I called back and was told that there was nothing they could do because I got the mattress on a deal. WOW...now I'm back again looking for a mattress that does not give me pain. I feel like I was taken advantage of. I hope someone from Stearns and Foster can make this right.

[This review was collected as part of a promotion.] I absolutely love this bed. I have terrible low back pain and on my old mattress I'd wake up in excruciating pain and have trouble getting up out of bed. With the Stearns and Foster mattress I am sleeping better and waking up in very little pain. I definitely recommend this for someone with back pain.