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!

I wanted to love this mattress. It honestly has the best support for your back and hips. I wake up with no back pain which is amazing. This product would be a perfect mattress if it wasn't for one major flaw, and that is that it sleeps HOT! And I mean HOT. Ive tried blowing 3 fans on me, have purchased a cooling mattress cover, and I am also using a BedJet. It still feels like my entire body is on FIRE! I used to sleep through the night, now I wake up 2-3 times from becoming overheated. I am waiting out the 30 days then I am going to exchange this at MattressFirm for a BeautyRest. In my opinion they have much better cooling technology. Stay away from this mattress if you at all are sensitive to your own body heat.

I started off with a Bed Tech copper lux soft mattress. We had a cold winter and my bedroom became cold. The Bed Tech mattress turned hard as a brick. I was miserable. I then tried a medium firmness Tempur-Pedic supreme overlay for the Bed Tech mattress. I I was miserable because it was too firm. I then tried an Adapt Tempur-Pedic overlay for the mattress. That was not comfortable either. I then went with a Saatva overlay for the mattress. That did not work and was not soft enough. Saatva then told me to order a feather overlay for the Saatva overlay mattress. I was sent two and both of them were contaminated with horrible odors that I could not use. I was so uncomfortable that I decided to get rid of everything and start all over again. I went with a full Estate soft pillow top. I love it. At first it was somewhat firmer than I liked but I have had it now for about 40 days and it is getting very soft and comfortable. I am now comfortable and am looking forward to going to bed rather than dreading it. It was expensive and a big financial burden but it is worth a good nights sleep.

This is our second Sterns and Foster. We were pleased with the first one, which lasted a long time. Naturally, we wanted another. So far, it's very comfortable and firm, which is what we wanted. We're happy.

08/2023 Disappointing. Seems to be Starting to brake down where I sleep. Can't flip told to turn mattresse180° every other month. Doesn't make a difference for sleep or pain relief. Bought 06/2023

It has taken me several weeks to get use to the firmness of this mattress and I hope that it will last me for 20 plus years the way the last Stearns and Foster mattress did.

[This review was collected as part of a promotion.] I love my new Stearns And Foster mattress set! I have not had a bad night's rest since I recieved it!

[This review was collected as part of a promotion.] My husband and I are really enjoying this mattress. We both have old injuries in our backs and other places. The mattress is supportive and comfortable.

[This review was collected as part of a promotion.] As soon as I laid the Sterns & Foster Estate Pillow top down on my frame, I immediately laid back on it completely feeling like I was on some clouds of comfortness.

Just took delivery of our new Estate Firm mattress and platform and we are looking forward to a good night's sleep. Purchased S & F based on firmness and what appeared to be a quality set. The sturdy outside edge was a big factor in our choice.