Complaints

• Initial Complaint

  02/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a sealy mattress in 2020 with a 10 year warranty. I filed a warranty claim with sealy, I supplied pictures of the issues, I supplied the original purchase invoice, I have supplied the legal tags from the mattress. I have then been pushed back and forth between departments at Sealy. I worked with ***** and *** (*****'s manager) and was told in writing and verbally a comparable replacement would be sent and they would work out the details internally. I have now been contacted asking for more pictures from a different department that ***/***** says will handle the replacement. They have now indicated I need to send more pictures so they can start their review. I have been promised in writing a replacement to be sent by Monday 2/10. Now they seem to be sending me to another department and this is not acceptable. *****'s number is ************ ***** number is ************ **** * - ************ is the one that states more pictures are needed for review and that the replacement isn't approved.

  

  Business response

  02/10/2025

  The customer was sent an email on February 7, 2025 advising that her replacement is on the way. We apologize for any delays. A *** tracking number was included in the email as well.

• Initial Complaint

  02/05/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new adjustable bed frame from ******* * ******** an authorized dealer for Tempur-Pedic on 1/15/2022 for $4,598. They advised me it would be covered as long as I have provided proof of purchase. I provided Tempur-Pedic my receipt from ******* * ********. Tempur-Pedic then arbitrarily decided that I purchased a floor model because they saw the word "floor" written on the receipt I had provided. I contacted ******* * ********, and they sent me the receipt of the original proof of purchase along with a letter from the store manager stating that the frame was purchased new and is covered under the manufactures warranty. I had forwarded the receipt and letter to the warranty department and the just refused to recognize the proof of purchase and told me they can't help me without reason.

  

  Business response

  02/06/2025

  As the customer has been told, they went by the receipt provided to them. The receipt clearly shows "FLOOR". The decisions, policies and procedures of the warranty team cannot be altered.

• Initial Complaint

  02/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm having a terrible time with my Tempur-Pedic warranty claim. My mattress, a 2013 purchase, is still under warranty, but getting them to honor it has been a nightmare. Despite repeated attempts to contact them – emailing their general address and even the BBB-provided contact – I'm met with unhelpful responses from multiple, seemingly indifferent representatives. I've already sent photos clearly showing the significant indentation, but they're now demanding a photo using a stick, which would be slanted towards the end of the bed, which is a ridiculous and inaccurate way to assess the problem. Even so, I did provide these additional, pointless photos. Rotating the mattress, which I've tried repeatedly, is no longer an option since both sides are now equally affected. I'm convinced they're deliberately trying to frustrate me into giving up on the claim, resorting to generic, likely AI-generated replies and endless delays. The mattress is unusable due to the neck and back pain it causes, and I expect them to replace it as they are obligated to do under the warranty.

  

  Business response

  02/04/2025

  The sooner the customer follows our directions, the sooner we can work on his warranty claim. The following email was sent to the customer on January 22, 2025: "Hi *****,
   
  We are not refusing to move forward with your claim. However, we must remain fair in our assessment. We can not use the photo provided at this time for your claim.
   
  You are welcome to reply back at your convenience with the requested photos."

  The customer must accept that the warranty team has set policies and procedures they must follow.

• Initial Complaint

  01/27/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a TempurPedic mattress and after nine months of sleeping on it, obvious defects formed in the mattress. The breakdown of the mattress became so bad that sleeping on it caused sever back, neck, hip and leg pain. I paid $3000 for this mattress that is supposed to have a ten year warrantee. I contacted TepmurPedic and filed a claim. They had me take pictures of the mattress and supporting frame and send it in to them. I did so and they said that since the mattress shows no sign of degradation in the photos then it is not defective. Nothing could be further from the truth of how it makes a person feel that sleeps on it. I have had four other persons try it out and they all had the same experience with sleeping pain that I did.

  

  Business response

  01/27/2025

  The warranty team goes by the information or "proof" that a customer submits through their photographs. Per our warranty policy, there must be proof of at least a 3'4" sag on the mattress. The customer's photo was not done correctly. Instead of standing the quarter up against the stick, the customer simply laid a quarter flush onto the mattress. We highly suggest that the customer follow the instructions that were emailed to him and resubmit his warranty claim.

  Customer response

  01/27/2025

   
  Complaint: ********
  I am rejecting this response because: I have already submitted new photos of the mattress. As seen in the photos, the mattress does NOT sag with no weight placed upon it. When a human body lays down on it, the body sinks into the troughs in the mattress much like a hammock. Again, this mattress has degraded in a span of a year. When we first got it, everything was smooth and supportive. After 9 months, it was causing mild discomfort and now it has gotten so bad that it is not possible for anyone to sleep on it without back, neck and hip pain. I paid $3000 for a mattress that is supposedly warrantied for ten years.     
  
  Sincerely,
  
  ***** *****

  

  Business response

  01/28/2025

  If the warranty team cannot see a sag or dip of 3/4 of an inch or greater, the mattress is not considered to be experiencing manufacturing defects. We apologize to the customer but all decisions made by the warranty team are final.

• Initial Complaint

  01/27/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  12/29/2024 $164.72 TEMPUR-Cloud + Cooling Pillow Size: Queen QTY 2 Product was delivered Jan. 8th 2025 I was not aware that TEMPUR does not allowed return of the product. When I place an order(see order screen), it didn’t had any warning that I am not able to return once I received an order. Given that I had to search to find out return is not permissible, it’s not fair for me or anyone who place an order. Please help me to return, if they are not able to accept open product, I will return partial that I have not opened yet.

  

  Business response

  01/27/2025

  We are not responsible if a customer does not read the return policy which is listed on the shopping cart before the customer makes a purchase. We apologize for the frustration, but we stand by our policy of all personal items (including pillows) being FINAL SALE items and not being eligible for return, refund or exchange.

  Customer response

  01/27/2025

   
  Complaint: ********  
  I am rejecting this response because: Tempur has the responsiblity to inform its customer before completing the purchase.  Knowingly and willfully not disclosing the return policy during check out is deceiving to the customer.   If it warned that it's not returnable I would think twice to make a purchase.  I am not asking for the full refund, only partial that I have not opened. (I believe this is reasonable)

  Sincerely,
  
  **** ***

  

  Business response

  01/28/2025

  Here is what every customer sees BEFORE they finalize their purchase on our website:

   

  Checkout
  Continue Shopping
  Questions?
  
  What is your return policy?

   

  We're sorry the customer did not read what was readily available to them.

   

  We will not be issuing any type of return, refund or exchange.

• Initial Complaint

  01/21/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, my name is ********* ******* and I purchased a TEMPUR-ProAdapt® 2018 12" Firm Mattress - Prime - King - from MattressFirm located Lake Wales #****** **** ***** *** **** ****** ** ***** on February 8 ,2022. All 2024 I have had headaches and allergies, so has my husband and we though maybe it was a seasonal thing or our new cat. On Saturday night January 11, 2025 I decided to clean mattresses because my husband said he could smell mold and couldn’t sleep in there so I removed mattress protector and 2 original Tempurapedic covers and saw strange black spots under that last layer that I wasn’t able to remove, but it looks like mold so I cut it of to verify looks and smells like mold. I did read your warranty and saw “mold isn’t cover because our mattress is not supposed to get mold with proper exploitation”, But since day one mattress was 24/7 covered with mattress waterproof protector. But since I had proper exploitation product was in in highly ventilated break house with central AC unit and since day 1 under waterproof protective cover. I contacted to customer service and they deny and accused me in improper exploitation. But I read reviews they deny all claims. I got heath issue like systematic cough and headaches and they do not care at all. I assume it was sold like that or it defective. I would like to have my money back or get same mattress . Also to support my claim i have 2 pillows of theirs and I cut them and it’s has 0 mold even though they wasn’t cover with protective cover . And I have 3 other mattress in guests bedroom non of them has mold

  

  Business response

  01/21/2025

  Mold is an environmental issue mostly growing in a humid or damp area. Our mattresses do not have mold on them unless they are in the environment previously stated. 

• Initial Complaint

  01/20/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Product: TEMPUR-Cloud® Adjustable Pillow - Queen Purchased: Nov 30, 2024 Paid: 69$ I want to return the new product (I didn't use it or even open the delivery box and packaging), and the company refuses. I didn't see any return on this product when I bought it. cf. screenshot attached on the order page. They allow their mattress to be returned and won't allow an unused/unopened pillow to be returned. I contacted the support, and they are categoric about it.

  

  Business response

  01/20/2025

  When the customer went to the checkout page on our website, this is what they saw: Checkout
  Continue Shopping
  Questions?
  Chat or Call ***** ******** and reference *************
  What is your return policy?

  Our policy specifically states: "Pillows, Bed Linens, Bed Frames, Mattress Toppers, Travel, Home Products, and Other Accessories
  Given the personal nature of these products, we accept returns only if the item is damaged at delivery or if there is a product defect. Each of our products carries a warranty to protect your investment. Other accessories include remotes, leg sets, headboard bracket kits, bed frames, TEMPUR-Plush™ Puppy, and TEMPUR-Plush™ Teddy."

  We stand by our policy.

• Initial Complaint

  01/20/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase Date: January 11th. I purchased items from the Tempur-pedic online store (this complaint is filed under the parent company). I have previously purchased pillows with the same description as what I ordered on January 11th so I feel confident that this is beyond an issue of personal preference in how soft or firm the pillows are. I ordered 2 pillows. One is still in the box and never opened. The other was opened and it is soft and practically flat. The pillow is either subpar or inaccurately described. I called customer service asking about a return at first and was told they don't accept returns. I explained that I feel the pillow is either not what I ordered or defective. I then asked for a refund and was told they also under no circumstances provide a refund. In my discussion with customer service via email I had the same conversation and was informed I could file a warranty which I learned would also require that I pay for shipping for them to determine what is wrong with the pillow. I'm not sure how them sending me an item that doesn't meet their description is my issue to resolve while the company holds no responsibility in providing an accurately described, well-made item. I reached out to them as soon as I unpackaged the first pillow. I am writing here and have also filed a dispute with the credit card company. I'm not sure if I'll get a refund. If not, I hope this helps to change the companies practices so others don't experience what I have. I would've been happy with new pillows when this started but I no longer want anything to do with this company. I want my money back. I'd be happy to send them back their pillows for a refund if they pay for a shipping label or I'll donate them to the local shelter.

  

  Business response

  01/20/2025

  Our policy which is published on our website, clearly state that our pillows are final sale, meaning no refunds, returns or exchanges. If a customer feels that there is a manufacturing defect, they can certainly file a warranty claim. If the claim falls within the parameters of an approved claim, we will go forward with the customer. We do apologize if the customer is not satisfied.

  Customer response

  01/21/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  It should not be my responsibility to file a warranty with a company when they did not provide an accurate product in the first place. And the warranty claim requires that I pay for shipping the product back to their warehouse. Why is the company not responsible for the accuracy and standards of their products? If the company sent me straw in a pillow case, I have to pay for it and there's nothing beyond fighting with the warranty department to rectify it? I didn't receive what I purchased so our contract was never completed and the policy is not relevant. 

  
  Sincerely,
  
  **** ********

  

  Business response

  01/21/2025

  We're sorry that the customer does not agree with our Company's policies and procedures. We stand by our original response.

  Customer response

  01/22/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I paid you money for a product. I didn't get the product I paid for but you want to keep my money. That isn't a policy, it's a scam. 

  Sincerely,
  
  **** ********

• Initial Complaint

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was denied warranty, i bought a pillow from this company 2 years ago, the pillow has flattened so much that it does not even support my neck and head i been waking up with neck pain everyday this is horrible, the material they use is so bad and cheap that this pillow in 2 years with normal use has flattened. I sent them all the info they requested a video me pressing down on the pillow that sinks immediately, i get denied warranty. All i want is a replacement pillow they have a 5 year warranty.

  

  Business response

  01/17/2025

  Having a warranty does not guarantee that your warranty claim meets the warranty policies. We apologize to the customer, but his claim was denied. He can file another claim in 60 days.

   

  This is what was emailed to the customer:

   

  "Our pillow warranty covers the following:
  Any physical flaw in the product that causes the material to split or crack despite normal usage and proper handling 
  Your documentation does not show that your product meets our guidelines of warranty coverage to be approved for a full replacement at this time. "

  Customer response

  01/17/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  This pillow flattened with proper use and proper care, how can a pillow flattened so fast, bad materials. I want my replacement and warranty 
  Sincerely,
  
  ****** *******

  

  Business response

  01/21/2025

  We stand by our Company's last statement.

  Customer response

  01/22/2025

  
  Complaint: ********
  
  I am rejecting this response because: materials used in this pillow is horrible.
  I want a replacement.
  Sincerely,
  
  ****** *******

• Initial Complaint

  01/16/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I want to partially file this complaint against Tempur Pedic as a warning to other consumers about their business policies that are not customer friendly and lack any common sense. I also want a billing adjustment. I purchased a Tempur Pedic mattress on 12/26/2024 and it was delivered on 1/9/2025. Within a few days of 1/9, I received a coupon in the mail from Tempur Pedic offering 30% off a purchase plus $200 in free accessories. Any decent, customer first company would honor a sale price or offer that close to a purchase timeframe -- even ****** and ******* do this (that's embarrassing for Tempur Pedic, considering the premium prices they charge and their claim to have excellent customer service). Instead Tempur Pedic lacks any common sense and they are having me jump through hoops to return the original mattress so I can have the privilege of using the 30% coupon (that's good for 90 days). The funniest thing about this is that will cost them way more than just treating their customer right. Their leaders lack any common sense lol. The resolution I would like is for Tempur Pedic to save us all time and money and just refund 30% and honor the coupon they sent without further hassle. I would also like an apology acknowledging the lack of logic in their policy.

  

  Business response

  01/16/2025

  We appreciate the customer's thoughts, but we will not be able to satisfy his wishes.

  Customer response

  01/16/2025

  
  Complaint: ********

  Since the business is providing horrendous service, I want them to honor the return request and get this mattress out of my home ASAP.  
  

  I do absolutely love that it will cost them 10x as much to return the mattress than to just do the right thing. These aren’t the brightest people in the world we’re dealing with but they are from Kentucky lol 
  

  All consumers that read this need to know that this place has zero customer service focus and should not buy anything from them  

  
  Sincerely,
  
  ***** ******

  

  Business response

  01/21/2025

  Thank you for your comments.

*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. ↩