Sterling Sleep Systems (APPF Inc)Reviews of sterlingsleep.com

Response from Sterling Sleep Systems (APPF Inc)Sep 25, 2025

Respectfully, that is a very unfair assessment of what happened. You ordered a 3" thick, Twin Extra Long (38x80) Extra Firm Latex. Which we shipped you. But you cant say it "was not as described". The length and firmness are both correct. You received exactly what you ordered. We only offer 1 size in the "twin" category and that is Twin XL (Extra Long), and we spelled it out on our website. You indicated that it was too long for your use. Which is fine. That alone is a perfectly acceptable reason to return something, and as you indicated, it was within the 30 day window. As it says on our website, that any products that are not a mattress (this is an accessory) has a 30 day return window, you are welcome to return it to us at your expense, and there is a 10% restocking fee.(summarized, but you are welcome to read it for yourself here, https://sterlingsleep.com/pages/shipping-and-return-policy) Most customers that return things to us ask us for a return shipping label, because our shipping charges tend to be a bit lower. We could mark them up, but we don't What we offer comes straight from UPS. In this case, it was around $35 for return shipping and a $30 restocking fee. That covers inspection and a new box for the item if it is returned in new condition. Its entirely possible that we cannot re-box it and may be out the product entirely, but we don't fault you for that. We would usually accept it and refund anyway. We are big fans here of working with customers as much as possible before the sale takes place. We are available to answer questions by phone or email, as well as our chat system when it is active on our website, to address as many concerns as we can before an order is even placed. I am very sorry this didnt work out for you the way that you hoped it would, however, in all of our interactions today, we never told you, you could not return it. We offered you an exchange, which was my mistake since we didn't have the smaller size in stock. We offered to cut it down to the size you wanted, and not charge you for the work if you paid the shipping. We offered you discounted return shipping tags to lessen the financial burden. You are still very welcome to return this to us if it is not to your liking. The shipping label i sent you earlier is still valid if you change your mind. I am not going to cancel it because of a 1 star review. We have a very long history of offering very high quality products, and working directly with customers. We imported the foam in this case, but final processing and shipping was done here in our factory, and all communications was through our office here in California. We take a lot of pride in what we do, and take it very personally when someone says we didn't meet their expectations. The only thing we can do here is present the evidence of what actually happened, and hope that this customer, as well as others that might read this complaint get a better feel for what actually occurred.