Sterns and Foster warranty rip-off! Trinity New York

Sterns and Foster
1-800-697-3259
336-861-3778 fax

In February of 2000 I bought a new Sterns and Foster mattress and box spring from Montgomery Wards. The sales informed my that Sterns and Foster was a top of the line product and it came with a full ten year warranty so if anything went wrong with it they would replace it for free. This was a fact that they reiterated many times. They made the warranty sound like such a big deal.

Now four years latter the mattress is sagging in the middle of the bed so bad that you are unable to sleep on it. It is clearly defective.

My biggest problem at this point is that the retail store that I bought the mattress has gone out of business and now I must deal directly with the manufacture. So I contacted Sterns and Foster and started the warranty process which included filling out their paperwork, faxing it them, waiting for them to process it, have an inspector come out, waiting for then to get the inspection report. This taking about two months. It seems that custumer service is not a high priority for this company. Maybe my experience would have been better dealing with a retail store.

To make the whole experience even worse, I get a letter from Sterns and Foster explaining that they have reviewed the inspection report and the only problem that they found was that the wire frame on the box spring was bent so the are voiding the warranty. They did not mention anything about the two very large body impression in the mattress causing it to sag excessive. If the springs in the mattress sag this much, what is to prevent the box spring from sagging also?

It is as if they have no intention of every honoring their warranty. To top the whole thing off they are offering to sell me another mattress. The one we purchased before fell apart in four years and they think that we would ever buy anything from them again.

Donald
byron, California
U.S.A.