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Business Profile

Bedding

Stearns & Foster

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:05/15/2025

    Type:Service or Repair Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchase 02/10/2023 for $3899 King Lux Hybrid 1 side of mattress edging feels 'broken down' @ 10" of good bed then gully then @ 10" of good bed then gully then the last 10" of good bed before the other edge, which seems to be firm. There is a permanent gully in the horizontal orientation of the 2 person config of mattress and in the vertical orientation. In the horiz. the sleeper falls into the gully then in the vertical the area where the pelvis and ribcage of the sleeper would be are deepest causing ************* pain, headaches. I tried on 3/9/25 after months of rotating mattress to alleviate issue to file warranty claim online. I could not get the claim filed thru the online (errors) so I emailed customer service. They said there was no other way to file the claim, it was online or nothing. I got frustrated & did nothing. Sleepless ************* continue, I tried again today. I got to step 3 to upload pix of ************* measurement. All upload photos had been accepted to this point. The portal would not accept any of the photos I submitted of this step. You cant complete claim. Called customer service again. The ** **** said I could file with them: they would send some ? by text and ask some with voice recognition answers while on call. The questions asked verbally (as opposed to those that were texted) were not aloud. You could not say repeat, only yes or no but there was no question. So I got a representative. He told me to switch browsers. I switched from Safari to Chrome on Ipad. I told him to stay on the phone as I tried. I got stopped at the same point in the online process: with the ruler. He said he can send out papers in the mail. Ill get them in 4-6 weeks; I can complete them,mail them back,they will get back to me in 4-6 weeks, he may be able to get someone to send me an email in 7-10 biz days, maybe they will let me send pix via email, he doesn't know. There is no store I can go to in person. I told him this was unacceptable, non-opt

Stearns & Foster is NOT a BBB Accredited Business.

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