Complaints

This profile includes complaints for Tempur Sealy International Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Tempur Sealy International Inc. has 11 locations, listed below.

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• 

  Tempur Sealy International Inc.

  1000 Tempur Way Lexington, KY 40511-1386

  
• 

  Sealy, Sterns & Foster Mattress Company

  1705 Rockdale Industrial Blvd NW Conyers, GA 30012

• 

  Tempur Pedic Authorized Dealer

  4512 Chamblee Dunwoody Rd Dunwoody, GA 30338

• 

  Tempur Pedic Authorized Dealer

  2860 Cumberland Mall SE STE 1500 Atlanta, GA 30339

• 

  Tempur-Pedic Flagship Store

  4400 Sharon Rd Charlotte, NC 28211

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.

• Initial Complaint

  Date:03/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We invested in the most expensive bed in the world even though we cannot afford it. We thought its the best bed and company would honor in case anything happens. We followed exact and all steps ensuring we place and use the mattress as correctly as possible. We sent all pictures they requested. However, at every step the customer service rep is making excuse not to honor their own warranty even though we proved we followed all the steps. Since the day we bought the mattress, we ensured the mattress is placed on the correct bed frame and tempur pedic approved foundation. We did not eat or drink next to the bed ensuring its integrity. The agent would not give us any specific details but sending a generalized message saying we did not place the mattress correctly. If this is the way TP conducts business, then we want no business with them. This is a shameful business practice and T P should correct it and honor its own warranty. Additionally compensate for all the frustration and pain caused.

  

  Business Response

  Date: 03/11/2025

  The customer, through photographs they supplied to our warranty team, have proven the reason for her mattress failure is the result of being used on an unapproved platform or base, per our published warranty policies on our website. Additionally, the customer is threatening legal action so we have advised them to have their attorney to contact our Corporate Legal team as we will no longer be communicating with the customer directly.

  Customer Answer

  Date: 03/11/2025

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

  first off, I provided all the proof that I followed their process for keeping and maintaining the mattress correctly. They keep saying that I did not follow the process without any proof or explanation. I read their entire website and there is absolutely no mention of how I did not follow their instructions. I gave them all the pictures and evidence of proper usage and storage of mattress. They have no reason to reject claim, other than  just torturing a customer and avoiding pay out. 

  The business is again using tactics to avoid answering the questions. I mentioned I will file a bbb complaint, among others, and they keep saying that they will not respond. Off course they want me to spend money getting an attorney, they know how to strongarm a poor man who is just trying to file for warranty claim for their defective mattress, A rich company would do anything to avoid paying out a really expensive mattress. This show the character of the company! 
  please process the claim and refund me! The least you can do. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 03/12/2025

  This customer was advised by our warranty team the following reasoning, based on what the customer provided us per our request:

   

  "Thank you for completing our warranty claim process. Our team has had a chance to review your submission and photos. Unfortunately, based on the information you’ve provided and the details you’ve shared, we cannot approve your claim at this time. Your documentation does not show that your product meets our guidelines of warranty coverage to be approved for a full replacement at this time.
   
  It appears that your mattress is experiencing some damage associated with an improper bed frame, foundation, or adjustable base. This can include, but is not limited to, the use of an unapproved bed frame, foundation, or adjustable power base, foundation directly on the floor, the use of a box spring, use of plywood or materials that are not recommended, broken slats/frame, etc. Based on the information you provided, it appears that the mattress is failing due to the improper frame/support below the mattress. If the mattress were properly supported with an approved foundation, base, or bed frame, it would likely not be experiencing the issues at hand now as our mattresses are designed to function only with on a firm, solid-surface, non-spring foundation or adjustable bed base that is structurally capable of supporting the weight of purchaser’s Tempur-Pedic mattress and user(s).
   
  We recommend purchasing a recommended foundation or base to properly support your mattress. In many cases, providing adequate support can help the mattress to feel more comfortable.
   
  It is for these reasons that we cannot approve your warranty claim."

   

  All decisions made by the warranty team are final.

  Customer Answer

  Date: 03/13/2025

  
  Complaint: ********
  
  I am rejecting this response because:Again, TP is not giving any specifics and saying we didn’t keep the mattress  correctly. After buying a $10,000 Mattress we wanted to ensure we keep it correctly. We purchased an additional TEMPUR PEDIC APPROVED mattress foundation from TEMPUR PEDIC Store! We consulted the store directly to ensure we place the mattress correctly. According to their recommendation we also purchased an additional bed frame. This was purchased all after consulting a TEMPUR PEDIC AGENT/helpdesk.  We never ever placed the mattress anywhere other than the recommended. The mattress is defective and needs to be refunded. We can settle for a lower price as we did enjoy the mattress for sometime but it caused us a lot of pain recently due to the sag! We are a couple suffering from chronic back pain and we purchased 3 other TEMPUR PEDIC and we each one of them. Only this mattress is defective. We have been a loyal TEMPUR PEDIC customers for 15 years. We are not happy that we are being treated this way!
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 03/20/2025

  
  Complaint: ********
  
  I am rejecting this response because:Again, TP is not giving any specifics and saying we didn’t keep the mattress  correctly. After buying a $10,000 Mattress we wanted to ensure we keep it correctly. We purchased an additional TEMPUR PEDIC APPROVED mattress foundation from TEMPUR PEDIC Store! We consulted the store directly to ensure we place the mattress correctly. According to their recommendation we also purchased an additional bed frame. This was purchased all after consulting a TEMPUR PEDIC AGENT/helpdesk.  We never ever placed the mattress anywhere other than the recommended. The mattress is defective and needs to be refunded. We can settle for a lower price as we did enjoy the mattress for sometime but it caused us a lot of pain recently due to the sag! We are a couple suffering from chronic back pain and we purchased 3 other TEMPUR PEDIC and we each one of them. Only this mattress is defective. We have been a loyal TEMPUR PEDIC customers for 15 years. We are not happy that we are being treated this way!
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 03/20/2025

  We stand by our original decision

  Customer Answer

  Date: 03/20/2025

  
  Complaint: ********
  
  I am rejecting this response because: without any explanation they keep denying the claim. I provided all the proof of maintaining the mattress according to the company policy. They have absolutely no reason to deny the claim. 
  

  please process the claim. I cannot afford such a huge financial loss. I was hoping this mattress will last me life long.  I spent all my savings on to purchasing this expensive mattress! 
  

  I honestly followed all the instructions as per TEMPUR sales/ agent. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On Black Friday of 2024, I bought a new Tempur-pedic mattress from ***** ** ** in McDonough, GA. The deal included a coupon/credit for accessories. I selected a pillow. The first one that was delivered at a lot of black spots on the cover that looked like mold. It took a very long time to have that one picked up and another one delivered. Pillow 2 was delivered in a box that was very bashed up. I took off the cover, and found some odd spots. One end of the pillow had some yellow stains, and there were several other spots that didn't look like open cells in the foam. One spot was a hard, dark lump, like a pebble stuck in the cell. Again, it took some time to get that one replaced. Pillow number 3 was finally delivered in another battered box. After removing the cover, I found it had a nasty yellow streak down the short end of the pillow on one side and snags. I called ***** ** ** again and asked for a supervisor. She agreed to ship another pillow by *** without causing another long delay of trying to schedule delivery when I would be home. She said that they do not send returned merchandise to their warehouse, so the pillow I received could not be a return. After removing the cover, I found that pillow 4 has very large open cells on one side and a number of yellowish-orange spots. Clearly, ***** ** ** could not be counted on to deliver a clean product, so the issue must be one with Tempur-pedic itself. I found a number for Tempur-pedic and called ************. The woman informed me that they only deal with online orders. They refused to put me in touch with a supervisor or any corporate number that might help. I asked where the manufacturing center is, but she kept talking about warehouses. Finally, she said that the distribution centers also do the manufacturing. I looked at both of the boxes and found a Lexington, KY label on the box.

  

  Business Response

  Date: 03/10/2025

  We're sorry to hear about the customer's experience, however, when someone purchases our product from a third party retailer like ***** ** **, any concerns are between the customer and the retailer as they did not but from us directly.

  Customer Answer

  Date: 03/10/2025

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

  ***** ** ** is providing new pillows sent to them by Tempur-pedic. Four defective pillows clearly states that there is a problem with the pillows they are receiving. Tempur-pedic is responsible for the manufacturing and quality control of every item they send to stores regardless of what that store is. This response is a policy used to shirk their duty to manufacture a high-quality product, but that policy does not mean that they are not responsible for quality control. ***** ** ** is never going to provide me with an acceptable replacement if every pillow sent to them by Tempur-pedic is defective. Ultimately, in every ethical sense, the manufacturer is responsible for the quality of their products regardless of their policy.

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

• Initial Complaint

  Date:03/10/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I purchase the mattress and base online at Tempur-Pedic. They go through a 3rd to deliver and set up the base and bed. I had the date and time of delivery confirmed and they never delivered or called. When I called the next day the company *** said they are sorry but they are booked till the following Thursday. I explained to her that was unacceptable. I called tempur pedic and they really weren’t concerned. I don’t understand why they can’t hire a company other than the one that never showed up and get us our bed. When I told them I would cancel the order, they want to charge me 100+ dollars to cancel. That is totally unacceptable.

  

  Business Response

  Date: 03/10/2025

  The customer spoke to our Escalations team on March 7 and as promised to the customer, we have reached out to the delivery company. We are currently awaiting a reply. The delivery companies have 24 business hours to address the concern. That 24 hour will expire today, March 10.

  Customer Answer

  Date: 03/11/2025

  
  Complaint: ********
  
  I am rejecting this response because:
     They don’t do what I said.  I wanted the bed by the end of today on 11th.  Still have no bed and the delivery company is still only giving me the option of delivery thurs. they is the same day they offered last thurs.  I accepted the delivery date.  If they do not show up I will cancel the transaction on my credit card.  I am still making a complaint against tempru pedic.  They should have hired someone to delivery the product by today.  
  Sincerely,
  
  ********* *****

  

  Business Response

  Date: 03/12/2025

  All of our delivery companies are independent contractors. These companies do deliveries for many different companies. They have their routes already made. This customer lives in what we refer to as Zone 2, meaning they are probably greater than 50 miles away from the delivery company base. Because of this, this customer's area is only serviced one time per week. We cannot schedule deliveries. We certainly apologize for any frustration this customer is experiencing.

• Initial Complaint

  Date:03/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Signed up with ***** ***** for the no-interest Tempur-Pedic mattress purchase with the mattress delivered 11/8/24. I called Tempur-Pedic multiple times and spoke with *******, to inquire about not receiving any bills. She said to wait 45 days (which would have been 12/23/24), to receive the first bill. In early January, I called and spoke with ******* again, and told her I did not receive a bill. I decided to return the mattress and again spoke with *******. I asked about the ***** ***** card and she said the credit card would be zeroed out as soon as she processed the return. Previously, ****** told me I would get a call to pay a fee for the mattress return. However, today, 3/8/25, I learned from ****, that instead of zeroing out the credit card, as I was told by *******, Tempur Pedic did not zero out the credit card and instead only refunded a portion of the total charge and left money on the card. At no time did anyone from Tempur Pedic tell me this would occur, nor did I receive any correspondence from Tempur Pedic about this action. Resolution - Tempur-Pedic to refund ***** ***** credit so the balance is $0, as ******* explained would occur as soon as she processed the mattress return. Then I can pay the store the mattress return fee, as I originally was told would happen.

  

  Business Response

  Date: 03/10/2025

  We apologize for any frustration or inconvenience regarding this matter. The refund was processed today and the customer will see it posted on her side in 7-10 business days, not including Saturdays, Sundays or Bank holidays.

  Customer Answer

  Date: 03/10/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ****

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I purchased a Tempur-Pedic mattress approximately five years ago for $5,000, with the last transaction being only a few months ago. Over time, the mattress developed significant structural defects, including deep indentations and a shifting top layer, which are clearly visible in photos I provided to Tempur-Pedic. These defects are covered under their warranty. I followed Tempur-Pedic’s warranty claim process and provided all required documentation. However, my claim was unfairly denied, citing "liquid damage and staining." The mattress has always been used with a manufacturer-recommended waterproof mattress protector, only removed for regular washing. The only mark on the mattress is an extremely small, cosmetic stain that could not have caused the structural defects. Tempur-Pedic has refused to acknowledge the clear evidence of product failure and is using this minor issue to avoid honoring their warranty. When I attempted to escalate the matter, I was met with a generic response and a refusal to communicate further once I mentioned legal action. Tempur-Pedic is avoiding its obligations under its own warranty policy, leaving me with a defective product despite following all care guidelines. As of writing this, a FTC complaint has been submitted as well as a Texas attorney general consumer complaint. Further escalation will be completed as necessary.

  

  Business Response

  Date: 03/05/2025

  The customer has threatened legal action. We will no longer be communicating with or about this customer.

  Customer Answer

  Date: 03/05/2025

  
  Complaint: ********
  
  As evidenced by the attached email exchanges, I never threatened legal action—I merely listed it as one of the possible courses of action available to me after Tempur-Pedic refused to honor its warranty. Instead of addressing my concerns or reviewing the clear evidence of structural defects, Tempur-Pedic has chosen to misrepresent my statements as a 'threat' to avoid further communication. This is an unacceptable attempt to dismiss a valid warranty claim. I request a fair resolution to this matter based on the documented facts rather than an excuse to evade responsibility.
  

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

  

  Business Response

  Date: 03/05/2025

  When a customer mentions legal action, we take it very seriously and per Company policy, we advise the customer to have their attorney contact our Corporate Legal team. We will no longer be able to communicate with this customer.

  Customer Answer

  Date: 03/05/2025

  
  Complaint: ********
  
  I reject this response because Tempur-Pedic is misrepresenting my statements to avoid addressing my valid warranty claim. At no point did I formally initiate legal action—I simply listed it as one of the options I might consider if the company refused to honor its warranty obligations. Instead of addressing the clear structural defects in my mattress, Tempur-Pedic is using this as an excuse to cut off communication.

  
  

  I request that Tempur-Pedic reconsider its stance and engage in good faith to resolve this matter. As part of my own consumer policy, I will continue rejecting their responses for public record as long as they refuse meaningful dialogue and instead hide behind corporate policy. It is clear that there are individuals in higher positions who have the authority to resolve this matter, yet Tempur-Pedic is unwilling to escalate it further. Their refusal to address a valid warranty claim only further proves their unwillingness to stand behind their own warranty commitments.
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 03/06/2025

  
  Complaint: ********
  
  I reject this response because Tempur-Pedic is misrepresenting my statements to avoid addressing my valid warranty claim. At no point did I formally initiate legal action—I simply listed it as one of the options I might consider if the company refused to honor its warranty obligations. Instead of addressing the clear structural defects in my mattress, Tempur-Pedic is using this as an excuse to cut off communication.

  
  

  I request that Tempur-Pedic reconsider its stance and engage in good faith to resolve this matter. As part of my own consumer policy, I will continue rejecting their responses for public record as long as they refuse meaningful dialogue and instead hide behind corporate policy. It is clear that there are individuals in higher positions who have the authority to resolve this matter, yet Tempur-Pedic is unwilling to escalate it further. Their refusal to address a valid warranty claim only further proves their unwillingness to stand behind their own warranty commitments.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 03/06/2025

  We stand by our original response.

  Customer Answer

  Date: 03/09/2025

  
  Complaint: ********
  
  I stand by my original complaint.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I purchased a Tempurpedic Pro Adapt in December 2020, this was a warranty claim for an original mattress purchased in 2017. I was told I needed to upgrade the mattress to keep the 10 year warranty, so I did the upgrade and paid the extra money. The foundation was purchased along with the original mattress and was approved by Tempurpedic as an "acceptable" foundation in 2020 when I previously made a warranty claim, it is a platform bed. It is now 2025 and the bed has large indentations again. I submitted the photos as requested but was now told the mattress is sagging because of an "un-approved foundation" and they will not warranty the mattress. I let them know I have the same platform foundation as I had in 2020, which was approved as acceptable and was sold as acceptable with the original mattress. I have asked them to explain why my foundation is not acceptable, they refuse, just stating their decision is "final". Their website clearly states a platform foundation is acceptable, it far even exceeds a slat style foundation. They continue to refuse to give me an exact reason why MY platform bed is not acceptable now when it was perfectly acceptable in 2020. The mattress clearly has design flaws which have nothing to do with my foundation. I am a side sleeper with my arm under my head, my husband is not. His side is not sagging under the head area, mine is. If it were the foundation, both sides of the mattress would be doing it, not just one. I just want a replacement, I am in my warranty time, I have 5 years remaining.

  

  Business Response

  Date: 03/04/2025

  Per our warranty team, they are asking the customer to resubmit her claim.

  Customer Answer

  Date: 03/10/2025

   
  Complaint: ********
  
  I am rejecting this response because:  I resubmitted the claim as instructed by Tempurpedic on March 6th, 2025, I have not received any correspondence from them.  I realize it can take up to 5-7 business days for them to respond but I knew I had to respond here within 7 calendar days.  
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 03/10/2025

  March 6 was last Thursday. Today is March 10th, the second business day. As we advised the customer, the window in question is 5-7 business days.

  Customer Answer

  Date: 03/17/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ***** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I purchased a Tempur-Ergo Prosmart bed frame, along with a bed. When the bed and frame where in stalled we noticed something off right away. When the Bluetooth disconnects from the bed it makes an audio announcement out loud from the bed. While I like the features of the bed this is just something that isn't doable for us as it wakes my wife up when I leave for work in the morning. the Bluetooth is the whole reason I purchased the specific frame as it has added features that the other models do not. I called the store twice and got very little help. I call Sleep outfitters 800 number and they give me your number, while the people did try to help they did little to resolve the issue. when I went back to the store they simple said all sales are finale.

  

  Business Response

  Date: 03/05/2025

  The Sleep Tracker system was designed to announce which mode it's in. If the customer is disliking the volume (not including the mode announcements), he can go onto the app and adjust the volume. The customer is correct when he mentioned all base sales are final. It was his decision to make the purchase. We stand by Company policy.

  Customer Answer

  Date: 03/05/2025

  
  Complaint: ********
  
  I am rejecting this response because: the company totally avoided the issue I was having which is the announcement, I'm aware you can adjust the volume.  Let's just think about this for a moment. You're selling a product designed to help people sleep that has an audio announcement( that is load and cannot be adjusted or muted in anyway) every time the Bluetooth connects or disconnects. I cannot be the only person who has complained about this? 

  So basically you're telling me your selling a product that you know isn't necessarily up to bar and you're slapping me I don't see a lot of it?

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

  

  Business Response

  Date: 03/05/2025

  We stand by our original statement.

  Customer Answer

  Date: 03/06/2025

  
  Complaint: ********
  
  I am rejecting this response because: you saying you stand by your original statement it's not saying answer it in the questions I ask. If you give me the CEO's personal e-mail I will accept to next reply. I just feel like I need to ask him myself 
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:02/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I purchased our second Tempur-Pedic Cloud mattress within the last 6 months on November 29, 2024 and it was delivered on December 17, 2024. Less than 2 weeks from purchase I contacted Tempur-Pedic to advise them the new mattress had significant issues compared to the one purchased 6 months earlier. I have exchanged approximately 2 dozen emails and a couple of phone calls with their support staff in an attempt to find a remedy. Their first solution proposed was to have me pay for a mattress exchange and charge me $175 for this service. My contention is that there was a manufacturing defect with this mattress as it is so different from the identical one purchased in August. Eventually the company agreed there was sagging in the mattress but that the terms of the c warranty were violated by placing the mattress on top of plywood resting on the box springs; when in fact this solution was proposed by their support staff. All i want is a properly manufactured mattress, just like the one we purchased in August, and to not spend additional money in the exchange process. This is not an unreasonable request. There are several support ticket #s from Tempur-Pedic associated with this exchange. They are ******** ******** *******.

  

  Business Response

  Date: 02/28/2025

  When a customer chooses to do an exchange or return within their 90 night guarantee, there is a $175 plus tax shipping fee to pick up, or deliver a new mattress and remove the old.

  The customer stated in many emails that they were advised by a Tempur Sealy representative to place plywood under the mattress. This is completely false. We have listened to every call and we have read all written communication an at no time did anyone from Tempur Sealy advise that. Using the plywood actually voids the warranty.

  Customer Answer

  Date: 02/28/2025

  
  Complaint: ********
  
  I am rejecting this response because: the response from tempurpedic was received in a matter of minutes of filing the initial complaint. There is no way that the calls were reviewed as stated in the response. In addition to that, there has been no willingness to look at pictures of the base that the mattress was on for a month or so in the midst of the complaints prior to being advised by Tempur-pedic to put plywood on the base. This base is compliant with all of the warranty requirements and the same issue was present across both bases. 
  

  I believe this is a legitimate warranty claim and would add a bare minimum like to have the photos of the other base reviewed given that the sagging occurred effectively immediately upon opening the mattress
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 03/05/2025

  All warranty team decisions are final and cannot be overturned.

  Customer Answer

  Date: 03/05/2025

  
  Complaint: ********
  
  I am rejecting this response because I received a faulty product and the company refuses to take acknowledgment for this.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/28/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Purchased a bed topper but decided to replace the mattress instead. Attempted to return it UNOPENED on the day we received it but was told that they do not accept any returns, no exceptions. I have never heard of such a thing with any company. We have no use for this topper and feel that they are obligated to take it back as any decent company would do.

  

  Business Response

  Date: 02/28/2025

  As stated on our website under "Return Policy", on the actual checkout page of the order, it 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 will not offer a return, refund or exchange.

  Customer Answer

  Date: 03/01/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  I no longer have the bed and I have returned the topper via ***
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 03/05/2025

  We stand by our original statement. We show zero proof of the customer having sent back her topper, but if she didn't have a return authorization number (which she did not), there's no way to account for it.

  Customer Answer

  Date: 03/05/2025

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

  Customer Answer

  Date: 03/06/2025

  
  Complaint: ********
  
  I am rejecting this response because: This is in regard to the complaint with Tempur-pedic about a returned, refused item.  I went to *** this morning and received the 
  following information from them.  The package is being returned to sender now.  They simply haven’t gotten it there yet but will.
  

  
  

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

  

  Business Response

  Date: 03/06/2025

  We stand by our original response.

  Customer Answer

  Date: 03/07/2025

  
  Complaint: ********
  
  I am rejecting this response because:tempurpedic cannot keep both the topper and the payment.  I have never dealt with such a lousy company.
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 03/11/2025

  
  Complaint: ********
  
  I am rejecting this response because: tempurpedic cannot keep both the topper and the payment.  I have never dealt with such a lousy company.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 03/11/2025

  Here is our policy regarding returns as published on our website:

  "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."

   

  All topper sales are final. That means no refunds, returns or exchanges.

  Customer Answer

  Date: 03/11/2025

  
  Complaint: ********
  
  I am rejecting this response because:I no longer have the bed.  It had too many others that a topper could not fix.  I refused the delivery as that was what *** said I should do.   the package was un opened and could not possibly be contaminated.
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 03/14/2025

  
  Complaint: *******

  Customer provided proof of return delivery (see attached)
  
  

  

  Business Response

  Date: 03/14/2025

  The Tempur-pedic website return policy strictly states that toppers are non-returnable and non-refundable visible to all customer's 

  Customer Answer

  Date: 03/18/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Purchased a Tempur Pedicure mattress from an authorized retailer. The foam has separated in an area where I can fit a fist into the area. I took several pictures and began the warranty process. Once I began the process I realized they wanted very specific pictures. I followed the directions and submitted the pictures. The next day the claim was denied due to staining. It was explained that I misused the product and if there is staining it voids the warranty. I responded that it was not staining and shadows from me taking the pictures. I even included several pictures to show there was no staining. ******* *. Has obviously refused to look at any of the additional pictures and continues to say the warranty has been voided. I’m convinced this is their process and will continue to deny you until you give up. We have our last Tempur Pedic for 17 years before the material broke down. This one three years in and the foam is breaking down. I have requested that he look at the additional pictures, ask for contact information for his management and have tried to communicate, but he continues to deny my requests.

  

  Business Response

  Date: 02/27/2025

  The photo where staining is quite visible is what is denying the warranty claim. Stains, not shadows. When liquids of any type are introduced to the mattress, the foam absorbs the liquid and will start to break down, causing sags. Per Company policy, the decisions of the Warranty Team are final.

  Customer Answer

  Date: 02/27/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  show me in the attached picture where there is staining. The original picture I sent per you instructions show a shadow and in the attached image there is no shadow or staining in the area. 
  

  even if there was staining in another area then refer to this part of your warranty. 
  

  However if there is a warranty defect not caused by the abuse or damage then the mattress would be covered under the standard warranty.

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

  

  Business Response

  Date: 02/28/2025

  Thank you again for your patience. Per your request, we've attached the photo with the stains circled in red. It's because of these stains, we're unable to approve your warranty claim.

  Customer Answer

  Date: 03/04/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  The picture you are using to reject my warranty is of the mattress cover that has sweat staining from my wife due to her menopause. Which is no where near where I can fit my entire fist into the area where the foam is splitting apart. The area that you are circling is in red. The area where the defect is located is in blue. Your own warranty states the following:

  Physical abuse or damage to the structure and/or cover material, including but not limited to, burns, cuts, tears, liquid damage, or stains. However if there is a warranty defect not caused by the abuse or damage then the mattress would be covered under the standard warranty.

  Your company is well aware that the top cover unzips off of the mattress and the staining you are referring to has nothing to do with this defect warranty submission. I have sent plenty of pictures showing the defect which is on the opposite side of where my wife’s menopausal sweat stain is. So show me the problem that your company has with the picture in where I followed your instructions with a broomstick and a quarter. This is just another example of how a company will deny people until they give up. Back your product like the company you used to be! 
  Sincerely,
  
  ***** ***********

  Customer Answer

  Date: 03/05/2025

  
  

  Complaint: ********
  
  I am rejecting this response because:
  
  The picture you are using to reject my warranty is of the mattress cover that has sweat staining from my wife due to her menopause. Which is no where near where I can fit my entire fist into the area where the foam is splitting apart. The area that you are circling is in red. The area where the defect is located is in blue. Your own warranty states the following:

  Physical abuse or damage to the structure and/or cover material, including but not limited to, burns, cuts, tears, liquid damage, or stains. However if there is a warranty defect not caused by the abuse or damage then the mattress would be covered under the standard warranty.

  Your company is well aware that the top cover unzips off of the mattress and the staining you are referring to has nothing to do with this defect warranty submission. I have sent plenty of pictures showing the defect which is on the opposite side of where my wife’s menopausal sweat stain is. So show me the problem that your company has with the picture in where I followed your instructions with a broomstick and a quarter. This is just another example of how a company will deny people until they give up. Back your product like the company you used to be! 
  Sincerely,
  
  ***** ***********

  

  Business Response

  Date: 03/05/2025

  The decisions of the warranty team are final and cannot be overturned.

  Customer Answer

  Date: 03/05/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  this response from your company proves my point. You just waited for me to give up and move on. If this was your absolute decision from the beginning why did we have a back and forth conversation. I proved my point, your company warranty proved my point and I find it offensive that you treat your customers like beggars on the street, pleading to back your product. Sir to say a decision is final and that your people are infallible is a dangerous business model. I ask you to reconsider and continue this conversation. 
  Sincerely,
  
  ***** ***********