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!

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.] The mattress is beautiful made. I really enjoyed the straps on the side of the mattress. Straps make it easier to lift and pull the mattress. This mattress sits higher than what I'm used to so it took some time getting adjusted in and out of bed. I will make say there were stitches or loss strings in the mattress that should have been cut before selling. Major plus my back feels great so far.

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.

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This is a horrible mattress. I am writing this at 2 am because I am up again, sore and sleepy because this mattress is so uncomfortable. This is in no way soft. This is a concrete slab with 1/2 inch of padding. Over-priced and just a bad investment. This product changed my lie in that now my life sucks horribly because I cannot sleep and I am always sore. I love that I can at least return this junk mattress. I don't love everything else about it. I was bamboozled and sold a mattress that was not a mattress but a torture device designed to induce pain and deprive sleep. Do not buy this unless you want to torture yourself or someone else. This is a medieval torture device, nothing more. Think the rack but with less comfort.

[This review was collected as part of a promotion.] This mattress has been such an improvement of my old mattress. My mattress was about 6 years old and I was waking up to hip and back pain every day, so I was in the market for a new mattress. This mattress is heavy, and the fabric is soft. At first I was concerned that it would be too firm, as it is much firmer than my old mattress. However, the firmness must be what I needed. This mattress is not too firm at all and provides really good support for my hips and back. I am finding that I am sleeping better, waking up less during the night in pain and waking up in the morning with almost no pain. I would definitely recommend this mattress to those looking for a firm and supportive option.

Bought the Matress and it was returned for a replacement. The displayed mattress was better and not the same as the one delivered. I would not recommend and customer, especially any z veteran waste their money. Big hope, very low quality. The mattress is like a boat after 4 months. It's not worth buying. You pay for the name and not the Quality. DO NOT BUY. My old mattress was better that this piece of junk,

[This review was collected as part of a promotion.] I was given the opportunity to receive a free Estate soft tight top mattress from Stearns & Foster to try and give my honest opinion. I must say that it came at the right time. I'm currently recovering from surgery and waited until it was safe enough for me to switch out my old mattress with this one. As soon as I laid down, I knew that would be the first night I got a decent amount of sleep since coming home after my procedure. With my old mattress, I was constantly trying to turn over due to the springs being extremely uncomfortable which wasn't a good idea for someone who was in pain. I love the Fleur de Lis design on the mattress since it's a symbol that represents my home state. I really like how my body "sinks" into the bed especially after a long day BUT I do wonder if it will hold up after some time has passed. This concern could simply be due to the mattresses that I'm use to so I will definitely pay attention to it. If I had to choose a different type from this company, I would go for the Lux Estate Medium because of the added materials which are perfect for people like me who could really use the cooling cover and Tempur-Indulge Memory Foam. For the price, I would've never been able to purchase it myself, but I would certainly recommend it to people who can afford it. Thank you so much Stearns & Foster for allowing me to test your product!

We have absolutely nothing but good things to say about this mattress. There was no adjustment period for us. We did go from a Stearns and foster queen to a Stearns and foster king. The comfort we find with these mattresses are superior to anything we have had before. The king gave us the extra room for us and the queen which is over ten years old has been transferred to the extra bedroom for guests and has held up quite nicely! Feeling like this mattress was made specifically for us!