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!

THIS IS THE SECOND STERNS AND FOSTER MATTRESS I HAVE OWNED THE FIRST ONE WAS NOT TO BAD BUT THIS ONE IS TERRIBLE IT HAS MESSED MY BACK UP PURCHASED IT ABOUT 10 MONTHS AGO IT FELT DIFFERENT WHEN I LAYED ON THE DISPLAY MATTRESS WERE I BOUGHT IT FROM I TRIED IT FOR 60 DAYS WENT BACK TO WERE I BOUGHT IT FROM WAS TOLD YOU GOT 90 DAY TRIAL TRY IT FOR A LITTLE LONGER AND SEE IF IT BREAKS IN FOR YOU WELL IT NEVER DID WENT BACK TO THE STORE TO TRY TO CHANGE IT OUT FOR ANOTHER MATTRESS BUT THE HASSLE OF TRYING TO GET IT RETURNED IS NOT EASY NOW IAM STUCK WITH A BAD BACK AND EXSPENSIVE MATTRESS I DONT LIKE

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!

[This review was collected as part of a promotion.] The Stearns and Foster mattress is great! I love the soft top. It's very thick and sturdy. I couldn't believe the difference when I laid on it. It's so much more substantial than my old mattress. Definitely high quality. I would recommend to my family and friends!

[This review was collected as part of a promotion.] I love how comfortable this mattress is. It's the perfect balance of firm and soft. I work 12 hour shifts as a CNA and could NOT fall asleep easily on my old mattress. This Stearns & Foster mattress has been an absolute sleep changer.

Worst mattress I have ever owned. If I could have given it a negative number I would have. At first it was great. After six months it was sagging in the middle. I felt like I was sleeping in a hammock. I was so disappointed because I had such high expectations.

I purchased this mattress from PC RICHARDS for my husband who has severe arthritis is his lower back and hips. Unfortunately for me it was like sleeping on boulders on a mountain. I had to go out a purchase a mattress topper so I could get one nights sleep. The only thing I would say IS IF YOU are a senior be careful what you buy.

[This review was collected as part of a promotion.] LOVE the soft top mattress! It is so comfortable and breathable. It seems bigger then my previous queen mattress which is amazing and really gives the space needed. You can sit bounce roll and it's all cushiony and cozy. The soft top was exactly what I needed.

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.

Awful. We got it to replace a 20 yr old S&F. This mattress is a work of pure evil. Underneath you is some sort of material that resembles a thin wool blanket. It will keep you very hot. I've tried sleeping on it for 3 nights, I got 3hrs one night and 2 x 5hrs before being woken by furnace like temperatures. How much of that was REM God only knows. If you like to control your body temp and 'security' by way of your own blankets, seriously look elsewhere. You'll likely find that you'll need to pitch your blankets off which in turn will leave that part of your body getting gradually colder. Their sales documentation states that the mattress takes heat away from the sleeper, that's a lie and false advertising.