SCAM! Queen Stearns and Foster Hotel Collection- Firm Cushion Mattress

ComplaintsFurnitureMacys- Queen Stearns and Foster Hotel Collection- Firm Cushion Mattress

Complaint

0
Maria
Country: United States
I purchased a Queen Stearns and Foster Hotel Collection- Firm Cushion Mattress on Feb 14, 2010 as a Valentine's Day gift to each other (we've been married almost 29 years). The mattress started saging after one year. There are noises coming from the mattress / box spring even after adding extra support underneath the bed frame. We contacted Macy's and after 2 weeks  a technician was sent to our home to inspect the mattress. The results were he measured the bed and found it was sagging 3/4 inches on each side and there was a small stain about the size of a quarter. We kept the mattress cover on at all times and never did the mattress cover get stained. (We had purchased the "special mattress" pad that was recommended by Macy's and the Worrynomore (R) Plan.) When the technician called to make the report he asked me to get on the line with the Macy's representative in the Clearwater, Florida call center. The rep said the coverage was null and void due to the small stain but that I had purchased the Worrynomore Plan that would cover the stain removal. The Macy's rep asked me to call 1-800-916-6229 and provide the sales check number. I called immediately and was asked to provide the details. The Worrynomore Plan representative asked me what was the nature of the stain. I said I was not sure. The rep placed me on a long hold and came back on the line to provide me with the claim # and said THE CLAIM WAS DENIED!!! I asked her why and she said it was because I did not know what had stained the mattress. I explained that I was not sure but it could juice and I would ask my husband since it was on his side of the bed. She said there was ONLY ONE CLAIM AND IT WAS DENIED AND THE CLAIM COULD NOT BE ALTERED!!!! THIS IS A SCAM. I immediately called back the Macy's Customer Service department  and spoke to several representatives including one person that said she was a supervisor at the Macy's Call Center in Clearwater, FL. It turned out she was not a supervisor and later hung up on me. I am livid and very upset with this situation. I called back later and a supervisor by the name of Juan C. at the Macy's Call Center in Clearwater, FL came on the line after almost 20 minute on hold. He said he was sorry but that there was nothing he could do in this situation. He said I must call Worrynomore again and speak to someone there. I called back AGAIN and asked to speak with a  supervisor. After waiting on the line for 15-20 minutes I was routed to a voicemail and after a long beep asked to leave a message. I am EXTREMELY UPSET AND WOULD LIKE TO KNOW WHAT IS MY RECOURSE HERE. Did I mentione we paid over $2,000.00 for this mattress that clearly HAS A MANUFACTURERS DEFECT!! PLEASE HELP!!!

Comments

  • 0
    Sarah
    Going through the same trial with my mattress! Has this issued been resolved? I've been advised as to how to have the replaced.
  • 0
    Linda Daniels
    I have had my Sterns and Foster mattress for 2 weeks there is already indentations on both sides where we sleep.  They said I have to wait 30 days for a rep to come out...and 60 days to return it - no less.  Then if I do not want the matress I have to pay 10% of total price to return it and $75.00 to have it picked up.  I am so angry, and want a good night sleep.  Help.
  • 0
    BW
    These mattresses are a disaster.  Fortunately, Macy's honors the warranty. We bought ours in 2008, extra-firm, and it started to crater within a year, we've put up with it and finally could not take it anymore.  Called Macy's last last month, they sent out a 3rd party warranty technician, who measured the cratering. It was 1 5/8" on one side and 1 1/4" on the other side, and therefore qualified for replacement.  We will be going to Macy's to pick out our new mattress.  A huge hassle - and Macy's service process completely sucks (they don't follow up, they get your address wrong, they don't update your phone number, they put you on hold and then the person you need to talk to is not available, etc) - but at least it isn't costing us anything to get it replaced.
  • 0
    Lora G.
    I will never shop at Macy's again. I bought a Queen size mattress, The Edgewater Plush with memory foam. The chemical outgassing of the mattress was unbearable. I had to keep the windows open and the smell was giving me nosebleeds and headaches. I had to return the mattress. Since there were no mattresses without memory foam in my price range, I could not replace it with another one from Macy's. The supervisors in bedding Steve, Juan and Edward were just bent on making a money for Macy's. They insisted that I had to pay the $70 pick up fee and the 10% restocking fee because that is Macy's policy. I tried to explain that I had to send it back for health reasons but they insisted it was my preference. I said this was not preference, returning it was a necessity. Very horrible unprofessional group of supervisors in mattresses. I WILL NEVER SHOP AT MACY'S AGAIN!.
  • 0
    chris F
    I also am very unhappy with an expensive Stearns and Foster mattress because of indents on each side.  I purposely did not buy a pillow-top model because I had heard of the problem with craters in those, but my "luxury firm" is doing the same thing after just a few months.  Mine came from Bernie and Phyll's and when I have a chance I will be calling them to have a rep come measure my indentations.  I have a friend who calls  Stearns and Foster every year and gets her mattress replaced; what a pain.  I wish I had known this before I spent $2600. I would never buy a Stearns and Foster mattress again.
  • 0
    lau
    A lot of people writing about mattresses on the internet are not telling the truth. Mattress making nose bleed? OMG people are so not telling the truth!!!!! Why do you think you pay so much for your mattress? Stores have to charge enough to cover all the bogus fraudulent claims. Its like how shoplifters stealing causes prices in stores to be higher for everyone to cover the loss. scam? class action lawsuit? what about consumers scamming stores?
  • 0
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  • 0
    Barbara
    | 1 reply
    I am glad you people who were dissapointed in your mattrress posted your complaints.  I was considering the Hotel Queen Set as I had always thought Stearns & Foster was the best of the best.  Now................











    H7M8
    • 0
      Sharen replies to Barbara
      Do not buy a mattress from Macy's!  We spent 3000 dollars, didn't like first they returned and sent another....it's no good either, but now I'm sure they won't help up its been a year...wish I had bought one at Big Lots!
  • 0
    Kitty Westol
    My husband and I bought a stupid Stearns & Foster mattress in September 2011, having foolishly trusted the Macy's salesperson, and trusting my understanding that S&F was in deed the best quality brand that our $2000+ could buy.  We tapped into our savings because we felt that our sleep was worth the investment.  Within a month my husband started feeling as if the bed was uncomfortable, yet i was in total denial, afterall, two trusted names in retail - Macy's and Stearns and Foster - how could we go wrong?  My husband and i haven't had a good night sleep since that first week we brought the bed home.  He and i both suffer horrible back, neck and hip problems because of this horrible bed.  We actually look forward to the nights that the kids have bad dreams and need us to squeeze into their twin beds because their beds are firm and feel good - they have Simmons mattresses, which feel a million times more supportive than this awful mattress we have been forced to accept.  I'm calling Macy's tomorrow to register a complaint...i can only hope our bed meets their ridiculous sagging requirements...i can't imagine this will turn out in favor of this angry and unhappy consumer.  I hate Stearns & Foster and I hate Macy's for selling me this terrible bed.  I'm finished shopping at Macy's.
  • 0
    BlameGame
    LOL
  • 0
    Lisa
    WILL NEVER SHOP AT MACY'S AGAIN.  Stearns & Foster should be sued for selling faulty mattresses and failing to replace!
  • 0
    Gail
    Bought a Hotel Collection mattress 11-2009 for $3000.  Tag says Classic LXCF  EPT.  We have significant indentations and it is killing my back.  We bought this because it was so comfortable and didn't have problems until about the last 6 months. We rotated the mattress but it only helped for about a month.  I am calling Macy's tomorrow... wish me luck.
  • 0
    Robbie
    Just had the Service Man leave my house -- i had a 2 1/2" indentation -- more than the required 1 1/2 " to be returned -- stupid me for waiting so long!  --- i felt like i was sleeping in a gully --- spent alot of money for the Hotel Collection thinking it would be my last mattress -- my ex has my Serta and it's 20 years old and still is great!  Just heard the Hotel Collection is now mfg by Airloom - no longer Stearns & Foster --- Think i will go for a less expensive - firmer mattress by Serta!  Have to say though - Macys will refund my entire purchase price which is great ----
  • 0
    Sue
    Just had my stearns and foster inspected and Macy's is going to replace the mattress. ( Bought the bed in 2010 for $2700 and had the first inspection in 2011, but had to wait for it to sag more.) i was told that if the second mattress was defective it would not be replaced because stearns and foster recommend 5 slats plus a metal reinforcement bar down the middle. Never heard of such a thing, and don't recall it being mentioned anywhere in the warranty nor by the salesman. I have four slats and no metal. I won't be shopping at Macy's again simply because they don't stand by the products they sell

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