PALMDALE, CALIFORNIA -- Bought a Sterns and Foster Hearthstone queen mattress about 9 mos ago. What a mistake. Paid $1300 for this mattress that now sags so bad in the middle that you feel like you're rolling down hill. Now Sterns and Foster wants me to go through the dealer. I'll do that but if you're the manufacturer would you not like to hear what customers are saying about your product?
There was a time when I couldn't afford to spend this kind of money for a mattress and I remember a cheap $300 mattress that went 5 yrs before I noticed a sag in the middle. I will never buy this name brand again and as far as customer service is concerned... WHAT A JOKE; buyer beware!!!
We purchased a Stearns and Foster King size mattress set when I retired. We were also moving at the time. Since we were moving, when the set was delivered we left it in the protective plastic and loaded it on the moving truck about a week after it was delivered. We started noticing a more than normal sag (our opinion) in the mattress after only one year. I tried to contact customer service online since we had moved more than 450 miles from the store where we had purchased the set. No luck. I tried calling and the computerized system several times but it kept asking me to push this number and that number until it just disconnected my call.
Finally I e-mailed what ended up being a PR department or something. Anyway they forwarded my e-mail to someone that returned an e-mail stating I could start a warranty claim online. My problem with that was I needed a warranty tag from the mattress. I search both the mattress and box spring and found nothing. No warranty tag to be found.
I reported the fact and since I have to tags for whatever reason I am instantly at a dead end with this company. I have no idea where the tag is or if was ever on the bed. I have the original receipt and delivery tags but no warranty tag so I guess I am stuck. Bottom line, we thought we were treating ourselves to a quality mattress set for our retirement and got one of the worst mattress and customer service deals ever! No one wanted to help all because of missing warranty tags.