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 21 locations, listed below.

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  Tempur Sealy International Inc.

  1000 Tempur Way Lexington, KY 40511-1386

  
• 

  Sealy Mattress Company

  1070 Lake Road Medina, OH 44256

• 

  Tempur Pedic Authorized Dealer

  4512 Chamblee Dunwoody Rd Dunwoody, GA 30338

• 

  Sealy, Sterns & Foster Mattress Company

  1705 Rockdale Industrial Blvd NW Conyers, GA 30012

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  Tempur Production USA LLC

  203 Tempur Pedic Dr Duffield, VA 24244

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:05/13/2022

  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 contacted the guarantee department because my Matress is damage, has a medium hole in the middle of the mattress. I sent them the pictures they wanted, and I requested a technician to come to my house to see the Matress and they refused to help me and work with the guarantee. They said can't replace the Matress. I have guarantee, is under the years they promise to make a replacement if the Matress get damage. I'm having back problems and pain because the conditions of the Matress.

  

  Business Response

  Date: 05/19/2022

  Tempur-Pedic received the customer's warranty claim on 4/17/22. Unfortunately, despite multiple requests, the customer failed to provide photos showing a valid defect in the mattress. We have taken all provided photos into consideration and we are not able to approve this claim as the mattress does not appear to meet the minimum requirements for a warranty replacement. We are very sorry there is not more we can do.

• Initial Complaint

  Date:05/11/2022

  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.

  Purchased a Tempur Pro-Adapt in Jan 2022 from a retailer. After a few short weeks, when laying on the bed, it sinks substantially, only where my hips are. Creating rather painful pressure points in my lower and mid back. Nearly impossible to sleep on. Went through the warranty process and like many others, was swiftly denied because the sag isn't enough. It's an adaptable mattress, of course it is going to raise back up when nobody is laying on it for pictures they requested. Their only logical solution was to spend approximately $1,700 on a new mattress with a special discount code. The adjustable base arrived defective and took several weeks to repair, and now the mattress is nearly un-useable.

  

  Business Response

  Date: 05/19/2022

  Business Response /* (1000, 5, 2022/05/12) */ The Customer submitted warranty claim for the Tempur-Pedic Prodadapt mattress but was denied for not meeting warranty guidelines/requirements. The customer was offered a 75% off discount to purchase a new mattress but declined the offer. Consumer Response /* (3000, 7, 2022/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is *Zero* support left in the mattress when laying in bed. I can't return it to the retailer anymore, and was falsely advertised by Tempur as to the 'abilities' of the bed. I clearly want to get rid of this piece of junk. Their only 'solution' is to buy a new mattress. Why would anyone want to spend even more money with a company that doesn't want to fix their crappy products? Consumer Response /* (4200, 10, 2022/05/18) */ Also of note from the manufacturer - The 'special 75% off' still comes out to be about $1,800. Again a mis-guidance on Tempur's part... Business Response /* (4000, 13, 2022/05/18) */ Unfortunately, the customer does not meet the minimum requirements for a warranty replacement. Tempur-Pedic offered the customer a discount as a courtesy; however, the customer did not accept. We are very sorry there is not more we can do.

• Initial Complaint

  Date:05/11/2022

  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.

  Called tempur pedic to purchase replacement remote controls for the ergo premium split king. I paid a great deal of money approx 10 years ago for the base and mattresses. We recently moved and the moving company lost the remotes. I was informed that tempur pedic no longer offers the remotes or a compatible. What am i supposed to do now, simply throw out the $8000.00 dollar bed. This is absurd.

  

  Business Response

  Date: 05/19/2022

  Business Response /* (1000, 5, 2022/05/12) */ I called and talked to customer to let him know I would check with our engineering department to see if they have any use Premier remotes to send to him at no cost. Consumer Response /* (3000, 7, 2022/05/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The lady I spoke with said she would let me know, by email, if they were sending the remotes, or what their solution could be. At this time I have not received their response. Business Response /* (4000, 9, 2022/05/17) */ Dear Mr. Hughes, The Premier adjustable base has been retired for several years and parts, including the remotes, are no longer available. None of the available adjustable bases have interchangeable remotes. We apologize but we do not supply retired parts, especially for products that have been discontinued for several years. Consumer Response /* (4200, 11, 2022/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) These are very expensive bases and if the company doesn't offer parts after a few years that would appear to me a scam to get you to buy a new product. I am not one to write bad reviews, however I currently own two adjustable bases that are no better than a piece of plywood. Tempur-Pedic should at least offer a generic remote for there discontinued products. I'm hoping Ford, GMC, and Mercedes don't follow there business model as I might own big boat anchors. Business Response /* (4000, 13, 2022/05/18) */ Hello, I am sorry that Mr. Hughes is not happy with the current situation. As notified, the Premier adjustable base has been retired for several years and no parts are available. It is our understanding that the remotes should have performed correctly for several years unless lost or damaged. We apologize for any inconvenience but as new products are introduced, older models must be retired. Regards,

• Initial Complaint

  Date:05/10/2022

  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.

  Purchased 2 power bases and 2 mattresses to make up a king size bed on 4/28/2022 totaling $5300. When the beds were set up and used after a few days, we realized that the purchase was not a good fit after a few days of use. The bases are not stationary, mattresses are not stationary and the mattresses are really not that comfortable. I understand there is no return policy on the power bases but I don't want to return, I want to exchange for a different mattress and power base. I was told that's not their policy. How can they expect consumers to just buy a product without using it? I am not asking for money back, I just want an exchange. They offer no explanation as to why they do not accept returns/exchanges on power bases. This company should offer an explanation on their website as to why they do not except and/or exchange power bases. Consumers have a right to know BEFORE purchasing their products.

  

  Business Response

  Date: 05/19/2022

  Business Response /* (1000, 5, 2022/05/11) */ Hello, The customer is welcome to exchange the mattresses within the first 90 days of the purchase date. They may exchange for a different feel in the model that they purchased or they may also decide on upgrading to a different mattress model. The adjustable base can not be exchanged nor returned. It does include a warranty. The return policy is permanently printed on the web page. RETURN POLICY This product cannot be returned and the 90 night trial does not apply. Consumer Response /* (3000, 7, 2022/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) It does not state on the website they do not accept "exchanges" on basis, only returns. Yes, technically I am returning an item IN EXCHANGE for another. They offer no explanation as to why they do not take back power bases except that it's "company policy." When making such a large purchase as this, full disclosure should be made available to consumers. Business Response /* (4000, 9, 2022/05/17) */ Hello, We apologize for any confusion or inconvenience. TempurPedic's policy is clearly printed on the website that the power bases can not be exchanged nor returned. Mattresses are eligible for one exchange or return within the 90-day trial period. This has been our policy for many years. Most adjustable base companies have similar policies. It is not required for a company to explain why policies are derived, per legal. We hope the customer will be happy and comfortable.