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Macys / Stearns & Foster Mattress / mattress is sagging/we have insurance

United States, Florida, Boynton Beach Review updated:
90% 10
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Boynton Beach
I purchased a stearns and foster mattress in aug. 07. the first mattress delivered was torn, the 2nd mattress delivered was torn, the 3rd mattress delivered had a little tear in the binding. I was so fed up that I said I would keep this mattress. I purchased insurance for it. I then was told I had to sign and "as is" letter. I did. the letter states clearly that the insurance would apply to the undamaged portion of the mattress. Now the mattress is sagging on both sides 2 inches. I tried to get Macy's to send a service man out to verify this but they refuse. they refuse to do anything for us because of the "as is" letter. Can you help?


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N  12th of Feb, 2009 by 
Agree Disagree 0 Votes
I am a customer service representative for macy's/bloomingdale's furniture and bedding customer service. when you signed that "as-is" letter you agreed to keep the mattress "as-is". read your letter again. you shouldn't have signed the letter if you didn't agree to the terms. with that being said, please call 888-822-6229, ask for furniture and bedding customer service. then ask to speak to janet rodgers. she is my lead in customer service. she will do whatever you want. hope this helps.
A  23rd of Mar, 2009 by 
Agree Disagree 0 Votes
We have a two month old sterns and foster "hotel collection" bed from macy's. it started sagging after the first month. today a tech came and reported back to macy's that it is only sagging 5/8"and has to be at least 1.5" before it is considered defective. so... does that mean after two more months, and it is sagging a respectable 1.5" will it be replaced? meanwhile our backs huts and it visually looks and feels terrible. our twenty year old bed in the guest room looks and feels better. any hints on how to handle this?
N  23rd of Mar, 2009 by 
Agree Disagree 0 Votes
I work in the furniture and bedding customer service @ macy's. macy's follows the provisions provided by the manufacturer. those rules are from the manufacturer not macy's. if you want to complain then complain to the manufacturer.
N  26th of May, 2009 by 
Agree Disagree 0 Votes
Would like to know if Janet Rodgers was of any help. I too have a sagging Stearns & Foster mattress. A tech came out to measure the "sag" and told me it wasn't sagging enough. I pretty much gave up and have been miserable ever since. Just placed a call to Janet hoping she will assist me. To spend all that money and be so unhappy is just not right.
N  2nd of Jul, 2009 by 
Agree Disagree 0 Votes
I just bought two mattresses from macys, onereplaced the other.
The first began sagging at the edge before 30 days. the replacement saged in the middle almost one inch within thirty days and the support was sagging. my question is where are they getting these mattress.

Customer service asked, for the third time, if I wanted a replacement.
I declined. something is wrong. are they being in china!
A  21st of Jan, 2010 by 
Agree Disagree 0 Votes
Its a scam! the warranty adresses "sag" but we bought the mattress for "support" and it is a reasonable expectation that the mattress do that. I have a lawn/leaf bagger which is, essentially 1 big coil spring. it squashes down to nothing, but when opened up ithe coil pring expands to full 4' height. will it support me for sleep? no. but it will return to its shape forever. I cant wait to bring that into court for a visual aid, they are going to fall off their chairs! also, when you go in to macys, look around for a full disclosure of the warranty which, in my state, ma. requires by law. it is nowhere to be found. when I asked a sales person what the warranty was she said "10 years" I said wow 10 years? she said yes, 10 years. just because simmons has a rediculous definition of what a defective mattress is, that does not superceed the laws provided in massachusetts under mass general laws chapter 106: section 2-314. implied warranty: merchantability; usage of trade just for starters. it is my definition of what is a reasonable expectation from my mattress, not theirs that matters in the law. other statutes such as (m. g. l. c. 106, § 2-313 (1).
Implied warranty of merchantability, chapter 106 sec 2-313 (a) any sample or floor model which is made part of the basis for the bargain creates an express warranty that the goods shall conform to the description. and the biggest help for consumers here in mass is chapter 93a. regulation of business practices
For consumers protection. this is amazing! I am going to file suit against macys and simmons. my mattress after 4 months has no support in the middle. I do not have to wait for an inspector to tell me weather I feel I have what I bargained for and I have no intention of paying $75.00 every 4 months for a replacement and I have the right to not have issues such as this consume my waking hours. check your own state for your consumer rights. they are not limited to "their" policies because they are governed by your state laws
N  3rd of May, 2010 by 
Agree Disagree 0 Votes
jck, you have no idea of the law.It could be argued that your body requirements changed so your body changes made the mattress not useful to you but is perfectly fine in how it was made. Your perception of a product is not what a warranty covers. Sorry . Just because you sue does not mean you will win.Could be a good waste of time. By the way i doubt you have the time to sue but if you
do let us know the outcome
N  14th of May, 2010 by 
Agree Disagree 0 Votes
Am so glad I read these comments. I have been looking for a mattress and was considering the Sterns and Foster from Macy's, but given the comments I have read from this site, I think I'm going somewhere else.

I understand Macy's is not a manufacturer but yes Macy's is not Walmart either. And being a high-end seller one would expect that by carrying a product the seller endorses the product and would require the manufacturer to offer a certain level of quality expected from such names as Sterns and Foster or Macy's itself. But maybe I'm wrong.

If Macy's allow Sterns and Foster to sell its defective mattresses through its retail stores and then Macy's customer service reps can defend this practice by quoting arcane sections of manufacturer's warranty, then I would say Macy's is getting ready to join the long list of bankrupt retail stores by slowly losing customers. Obviously Macy's is more loyal to manufacturers than to its customers.
A  18th of May, 2010 by 
Agree Disagree 0 Votes
I have a Stearns and Foster mattress that we bought in July of '08. It was sagging considerably within months. Macy's sent someone out to check it after we'd had it about 6 months and gave us the same song and dance. It was sagging, but not enough. I believe they told us it would have to sag 2" to be under warranty (a ten year period) but it was already at 1.5" after only 6 months. We paid at least $2500 for this mattress and we have had repeated back problems since we bought this. We are now going through the same channels to get them to come out again. Problem is, there is no way I'd want another S&F mattress, especially after reading all of the complaints from others. Will Macy's replace the mattress with another brand?
A  11th of Jul, 2010 by 
Agree Disagree 0 Votes
Macy's doesn't care about their customers. They are an agent of S&F and they are responsible for the products they sell. Macy's is going to send a tech to inspect my mattress and I will sue, there should be a class action.
A  29th of Sep, 2010 by 
Agree Disagree 0 Votes
I bought a sterns & foster firm euro pillow-top in 2006 and it is sagging in the middle. it began sagging about a year after purchase. it has recently become physically intolerable so I am calling for a warranty replacement. who knows what will happen - it depends on what the "third party" verification technician measures when they come to the house.

I have owned lower-end sealy and simmons mattresses that did a better job. i'm extremely disappointed with sterns & foster. they used good surface materials but the structural quality was poor in my case (and apparently others have found the same).
A  7th of Oct, 2010 by 
Agree Disagree 0 Votes
No consumer cares how much the mattress sags when the "technician" inspector shows up in the middle of the day to look for a 1 and 1/2" sag. This is a static test. You are interested in how much it sags in the middle of the night with the owner's body weight on it while he is trying to sleep on it. With the modern "memory foam" tops on these expensive mattresses, the sag in the support spring section is disguised by the surface layers of foam. You can have a miserable mattress and it still won't show a 1.5" sag in the middle of the day. Our Macy's Sterns and Foster Hotel Grade mattress has sags bumps and lumps while we're on it and by the middle of the next day it looks pretty smooth. I am not sure you can even buy a decent mattress any more for everyday use. I believe that Sealy bought out Simmons and then Sterns and Foster so they're probably very similar in internal construction. Mattress prices are outrageous now days and consumers should look for the one that feels right with a reputable store and honest warranty if that even exists.
A  26th of Jan, 2011 by 
Agree Disagree 0 Votes
I bought a simmons mattress through macy's two years ago and it started sagging after the first year. I have someone coming out to look at it on feb. 5th and, after reading these comments, not feeling very positive of the outcome. when I ordered it I spoke for a long while with the salesperson explaining that because of my weight, I am very heavy, I was concerned as to the quality and wanted a mattress that was firm and would last a while. she assured me that the mattress, the adelanto firm would be the best for me. I was not concerned with price as long as it lasted a reasonable amount of time because it took me a long time to save up for a good mattress. I am so angry and dissappointed and do not have the funds to buy another one. I have crippling arthritis and, in the long run, this mattress has only added to my pain. after the comments on this site I am more than ready to be disappointed in the outcome of this so called "inspection" and with that, ready to participate in a class-action suit. I am so tired of being ripped off by companies, especially ones that, in the past, have had such a good name. shame on macy's and simmons, but mostly macy's for selling junk and not caring about the consumer.
A  18th of Feb, 2011 by 
Agree Disagree 0 Votes
I purchased a Sealy queen size bed, delivery was 1/20/11 - started sagging in the middle right away. Macy's sent out a technician on 2/17/11 don't know why. I still had to deal with customer service who gave me no help with a replacement. In fact, I was told to wait 2 mo. and call them again, since the item is under warrantee (what crap, bs that is). The warranty means nothing, if and I state if, they agree to take the bed back, you are responsible to pay a 10% restocking fee and shipping. I will never ever shop at Macy's again, this is not the first time I have had a bad experience with a big purchase and no assistance what-so-ever. It took me two times to get burned by them, first time on them, second time on me...! What a fool I was to try them again... Learned the hard way.
N  25th of Feb, 2011 by 
Agree Disagree 0 Votes
Liz, they just replaced my mattress and I was told that if you are dissatisfied within thirty days they will replace it. I would give them another call and remind them of that guarantee.
A  26th of Feb, 2011 by 
Agree Disagree 0 Votes
We purchase a medium price ($1, 500) mattress from Macy's in 2007. About a year ago I noticed I could barely stay in it, it sagged so bad. We finally (and it was my pure laziness in not getting around to it) called and set an appointment. A very polite serviceman just came to the house and inspected the mattress. As other have noted, our 1.0" of sag fell short of the 1.5" manufacturers tolerance for replacement. The inspector did note however that is was very "tender" in one corner. When he completed his paperwork he put me on the phone with Macy's. They explained that replacement wasn't warranted as the result of the measurements. Rather than threatening to sue or puffing my chest up and citing consumer law (I am a Professor at an Ivy League University) I politely asked for a supervisor and again explained the deficiencies that both the inspector and I observed and that he noted, which were not part of the manufacturers criteria for replacement. The Macy's rep could not have been nicer and I'm going to select the new mattress today. Kudos to Macy's.
A  4th of Oct, 2011 by 
Agree Disagree 0 Votes
We purchased the extra-firm version of this "Hotel Collection by Stearns and Foster" mattress, king sized from Macy's summer 2008. The bed now has two body dents on it and I am unable to sleep on it. The dent/sag is over 1.5" and is BRUTAL on my back (it is like sleeping in a bowl, because once you lay on it, it sags even more). Bear in mind that this mattress was also the extra-firm version. Total joke of a mattress for the cost. I will never buy a mattress from Macy's again, unless they do the right thing about this mattress. We have contacted customer service and will know more once the technician comes and inspects the mattress on 10/20/11.
A  27th of Feb, 2015 by 
Agree Disagree 0 Votes
We purchased a Sterns and Foster firm, king size mattress in Aug. 2008. Hd sagging on both sides with hump in the middle year 3. Had tech come out and he measured the depresions at 1". Ridiculous! Very, very disappointed in Macy's and Sterns and Foster. Have been misearble since but spent more money on this mattress than anytime previously. 10 year warranty. Have tech coming out again, 2015, for reinspection. Will post the outcome.

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