Complaints
This profile includes complaints for Tempur Sealy International Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 702 total complaints in the last 3 years.
- 185 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/03/2025
Type: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.
Pit of Doom: Tempur-Pedic ProAdapt Medium Is a Bust"
I paid over $4,000 for a Tempur-Pedic ProAdapt Medium, and within 2 years it turned into a hot, sagging pit. I woke up sore every morning, stuck in a crater that only got deeper.
When I filed a warranty claim, they accused me of altering the photos I submitted — even though I followed all their instructions. What’s worse? A sales rep at Mattress Firm actually told me: “Oh, you bought the ProAdapt Medium? Yeah, it didn’t hold up too good.” That says it all.
I later found out dozens of other customers have had the exact same problem — early sagging, pitting, and warranty runarounds. Just search Reddit, Google, or mattress review sites and you’ll see it’s a known issue.
Tempur-Pedic sells premium-priced mattresses that don’t last — and then refuses to honor their warranty when the product fails. I’ll never buy another Tempur product again. I’ve switched to Saatva HD, and I’m finally sleeping without fear of being swallowed by memory foam.
Business Response
Date: 07/03/2025
Per our warranty team, Unfortunately, based on the current documentation, we are unable to approve your claim at this time. The materials submitted do not demonstrate that the product meets the criteria for warranty coverage or replacement.Customer Answer
Date: 07/03/2025
Complaint: ********
I am rejecting this response because:
Subject: Formal Dispute of Warranty Claim Rejection – order number ********
Dear Tempur-Pedic Warranty Team / BBB Representative
I am writing to formally dispute the rejection of my warranty claim for my Tempur-Pedic mattress purchased for $4,045.
The mattress has shown significant wear and lack of support well within the warranty period, as my provided photos clearly demonstrate. This premature failure forced me to purchase a new mattress out-of-pocket, as the product does not live up to its advertised quality or warranty promises.
According to the prorated warranty terms, having used the mattress for approximately 3 years and 8 months of a 10-year warranty, I am entitled to a prorated refund reflecting the unused portion of the mattress’s value—approximately $2,561.
I urge Tempur-Pedic to honor this prorated amount fairly, as refusal to do so undermines customer trust and contradicts the terms of your warranty.
Thank you for reconsidering my claim. I look forward to a prompt and fair resolution.
Sincerely,
******* *********
************
***** ****** ********Business Response
Date: 07/08/2025
The customer has threatened legal action. We will not comment going further.Customer Answer
Date: 07/08/2025
Complaint: ********
I am rejecting this response because: if you honored any warranty, you would honor mine as all photos have been sent and documented my claim in its entirety. Your business is a scandal. You do not make a good product and you sell it for top dollar and don’t stand by your word. You deserve the 1.1 ratings and too bad I didn’t do my research ahead of time. Shame on you and shame on me for not researching your company before making a purchase! I’ll see you in court.
Sincerely,
******* *********Initial Complaint
Date:06/30/2025
Type: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 a King size Mattress from ******** ********* ***** in Huron, SD 57350. The mattress was purchased 03/03/21. It has not held up and would like to have it replaced as it is not out of warranty . Being the furniture was sold and is no longer in busy and the owner has passed away. The warranty is with Sterns and Foster not the furniture store. I have attached the pictures that Sterns and Foster asked for. I had contacted Sterns & Foster a year ago, which they said there was not a problem with the mattress. *** ****** **** ********* *** ****** ** ***** ************ ******* ***** **********************Business Response
Date: 06/30/2025
We highly encourage the customer to file their warranty claim through our ******************** website.Initial Complaint
Date:06/30/2025
Type: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 am writing in response to the recent denial of my mattress warranty claim. I would appreciate clarification on the reasoning provided, specifically regarding the classification of a “stain” versus what may be considered “normal dirt or use.”
Could you please clarify:
What criteria Tempur-Pedic uses to distinguish between a stain and a dirty area caused by normal everyday use?
Whether a removable and washable cover, which is part of the mattress design, factors into your warranty determination—especially if the mark is on the cover itself and does not penetrate the internal foam.
The mark in question is from normal use and did not involve any spills or foreign substances that would compromise the mattress materials. The mattress was also used with appropriate bedding.
As the cover is designed to be removed and washed, I am unclear how a surface-level mark on this cover—removable by design—would justify a full denial of warranty coverage on the internal structure of the mattress.Business Response
Date: 06/30/2025
The customer was sent the following email explaining his claim denial:
Thank you for your email. Our Limited Warranty does not cover damage, deterioration, or degradation of the mattress and/or cover material due to liquid exposure, either singularly or over time, including, but not limited to: bodily fluids, beverage spills, animal waste, cleaning products, or any other liquid or moisture exposure.
Below, I have included the photo submission with your claim to outline and show you what I have observed. The first image is the original picture as submitted, and the second image is the same photo with the saturation turned up. I have provided this to you because, as trained warranty specialists, it is easy for us to see, however, increasing the saturation allows it to be seen that the staining has affected the majority of the mattress.
We’d like to clarify what color saturation means in the context of photos. Saturation refers to the intensity or vividness of the colors in an image. Increasing saturation makes colors appear more vibrant, while decreasing it makes them look more muted or faded. It’s a common and standard adjustment used to ensure that photos accurately reflect what the eye sees in person, especially when lighting or camera settings may have dulled the original image.
Adjusting saturation is not considered tampering with photos. It does not alter the actual condition of the product—it simply helps present the image more clearly and accurately. This is especially important when evaluating materials, textures, or finishes that may not photograph well under certain conditions.
Where there are stains, that indicates moisture of some kind has come in contact with the Tempur-Pedic foam and will cause it to breakdown, sag and deteriorate over time. For additional assistance understanding our warranty coverage and limitations you may review our warranty terms online here.Initial Complaint
Date:06/24/2025
Type: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 reached out to Tempur-pedic support to warranty out a topper that was defective and still under warranty. The topper is defective and sagging, but their support person rejected my warranty claim because there are small stains on the bottom of the topper, even though the defective part of the topper is at the top. The stains have zero impact on the defective part of the topper.Business Response
Date: 06/24/2025
As it states on our website under warranty, any topper that shows stains will automatically void the warranty. The liquid from the satin will be absorbed by the foam and the foam will begin to break apart. This is not a manufacturer's defect which is what our warranty protects against. Regardless of where the customer's original "damage" is, the introduction of liquids/fluids to the topper has voided their warranty.Customer Answer
Date: 06/25/2025
Complaint: ********
I am rejecting this response because:I’m contacting you regarding a warranty issue with my mattress topper, which has developed a noticeable sag at the top. I’ve been told the warranty is being denied due to a small stain located at the bottom of the topper. Frankly, this explanation doesn’t hold up.
It’s completely unreasonable to suggest that a minor stain, located nowhere near the defective area, is responsible for the structural failure of the entire topper. If there were a stain directly above the sagging area, I would understand the reason for the warranty rejection. But in this case, there’s no logical connection between the location of the stain and the issue at hand.
This feels like an attempt to void the warranty on a technicality rather than addressing a legitimate product defect. I’ve been satisfied with this topper up until now, but it’s no longer providing proper support, and that should be covered under the terms of your warranty.
I’m asking for a replacement or a full or even partial prorated refund. I expect this matter to be resolved fairly based on the facts. Please review the evidence again and reconsider your decision.
I look forward to a prompt and reasonable resolution.
Sincerely,
**** ******Business Response
Date: 06/25/2025
As explained, the stain supersedes the original warranty claim. The warranty for this topper is now void.Customer Answer
Date: 06/25/2025
Complaint: ********
I am rejecting this response because:Explain to me specifically how a stain on the bottom of the topper compromises the integerty of the top of the topper.
Sincerely,
**** ******Initial Complaint
Date:06/23/2025
Type: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 Stearns&Foster (S&F) Firm Lux Estate Pillowtop mattress and foundation online at ******************** on September 2, 2024 for a total of $4,005.74. On October 21, 2024 I called S&F to complain that the center of the right side of the mattress was sagging. They had me take photos which I did and they sent me another mattress in accordance with their 10-year warranty - this mattress was delivered by *** Sealy on November 7, 2024. On February 20, 2024 I sent S&F an email stating the pillowtop was shifting to the left of the mattress and the right side of the mattress was sagging. The specifications in the S&F website state a height of 16" for the firm Lux Estate Pillotop, whereas, my measuring is 13". Sealy delivered the mattress, Sealy guarantees the warranty and Sealy's name is on the law tag. No mention of Sealy in the S&F website - I believe I have a Sealy mattress for $4,005.74. In the Sealy website their highest mattress price is $1,798. I believe this is a BAIT AND SWITCH. I would like my money back!Business Response
Date: 06/23/2025
We certainly apologize for the customer's belief that she feels as though we misled her. Everything was done according to policy and procedure. There will be no refund.Customer Answer
Date: 07/02/2025
Complaint: ********
I am rejecting this response because: . I do NOT accept their response that I will not get a refund on their mattress. No explanation why not, just a short statement.
I have offered them the following additional settlement in an email dated May 26, 2024 which they are ignoring:
" So instead of me wanting to replace my Lux Estate Pillowtop mattress, I would like to exchange my structural damaged and sagging mattress for an ESTATE firm mattress (king size) WITHOUT the pillowtop. In addition I would like a check from you for the difference in price of my Lux Estate pillowtop mattress and the Estate mattress of $500 + taxes. ($3,299.00 - $2,799.00 = $500.00)"
I will accept the above paragraph from my email dated May 26, 2025 in lieu of my money back. I am also considering placing this company on "Yelp" to advise consumers about the Stearns & Foster mattress, which is on sale right now.
Sincerely,
****** ****Business Response
Date: 07/02/2025
After careful review of the documentation provided, it has been determined there are no manufacturing defects present in the mattress at this time, so no warranty exchange would happen. Additionally, per our warranty policy, there is no refund on warranty downgradesCustomer Answer
Date: 07/09/2025
Complaint: ********
I am rejecting this response because:
Sincerely,
****** ****Initial Complaint
Date:06/23/2025
Type: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 neck pillow on June 14, 2025. The company promises customer satisfaction however they do not accept returns on pillows. In the few days I have had the neck pillow, I have experienced neck and shoulder pain. I reached out to the company for a full or partial refund and my request was denied.Business Response
Date: 06/23/2025
Our published return policy on our website specifically says that our pillows are a final sale item and not eligible for returns, refunds or exchanges.Initial Complaint
Date:06/19/2025
Type: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.
1.Date of transaction: 5/26/2025.
2.I paid $279 for the TEMPUR-Adapt® + Cooling Topper - Twin Long 3" thick.
3.Tempur Sealy International Inc. was committed to providing a topper that is 38"Wx80"Lx3"T & provided a topper that is 36"Wx78"Lx2.5"T.
4.Tempur Sealy International Inc. advervised one thing on their website & provided something that was not advertised on Tempur Sealy International Inc. website.
5.I spoke with management & was told that the mattress was within Tempur Sealy International Inc.
6.I got the advertisement from Tempur Sealy International Inc website on 5/26/2025.Business Response
Date: 06/19/2025
If the topper was not within specifications, we would have offered to replace it. It was within specifications and as the customer was advised and as it is stated on our website, all topper sales are final and there are no refunds, returns or exchanges offered.Initial Complaint
Date:06/18/2025
Type: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 have been using a mattress for a while now and flipped it over to I could avoid the holes and dents . I was unaware of the fire retardant layer of fibers that were used and it has now transferred to ALL of my cloths , my dogs bed , my washer and dryer , my couch, everything . I reached out because not only has it made it incredibly hard to remove from my cloths so I am itching the entire day and can’t go see my clients for work with out buying new cloths and washing them at a laundry mat. But also a replacement dryer , washer , couch , dog bed , and full wardrobe is going to be extremely expensive. I have had to sleep on an air mattress so I don’t contaminate anything else until this situation is fully resolved and it is directly affecting the way I live .Business Response
Date: 06/18/2025
While the customer has contacted us, we have no idea what model mattress they are referring to. Our mattresses are not designed to be "flipped". According to the customer's own words on a recorded line, their dog damaged the mattress. We are in not responsible for non-manufacturer's defects caused by outside sources, in this case a dog. Here's are the notes from the customer's phone call: "Customer's husky dug through their mattress and he has flipped it over and there is now glass fibers all over everything. I informed that he could buy a replacement cover for the mattress, but pet damage is not covered under warranty. I let him know that what he is experiencing is not actually fiberglass and is core-spun glass fiber technology that is present in the fire sock area."Initial Complaint
Date:06/18/2025
Type: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.
It was more than 2000 characters, I attached in photo my description,Business Response
Date: 06/18/2025
The customer has already been advised that his photo(s) do not prove a .75" sag or dip which is what proves manufacturer's defect and garners an approved warranty claim. The customer was offered a 40% discount towards the purchase of a new mattress. The Warranty team stands by their decision and their decision is final.Customer Answer
Date: 06/18/2025
Hi *****
I just sent the full rebuttal and supporting documents and pictures for Case #23481808 to [email protected] at 12:25 PM. It exceeds the 2,000-character limit on the BBB portal.
Please confirm once received.
Thanks again,
******* *********Customer Answer
Date: 06/19/2025
Complaint: ********
I am rejecting this response because:Thank you for the opportunity to respond. I am rejecting the business’s response to Complaint ID ********* as the issue remains unresolved and has not been handled fairly.
Here are the key facts:
• The photos I submitted clearly show a mattress sag that exceeds 0.75 inches — the threshold required for warranty coverage under Tempur-Pedic’s 10-Year Limited Warranty.
• To demonstrate this, I followed Tempur-Pedic’s own recommended method by placing a flat bar across the mattress and inserting a U.S. quarter (which measures 0.955 inches in diameter).
• In the photo, more than three-fourths of the quarter disappears vertically into the indentation — confirming the sag is approximately 0.75 inches deep or more. This is a permanent indentation that is visible even without weight applied.
• The mattress has always been properly maintained, protected with a cover, and placed on a supportive, warranty-compliant foundation.
• The sagging has contributed to spinal misalignment and worsening lower back pain. My doctor reviewed the photos and confirmed that the mattress’s lack of support is likely exacerbating my condition.
• I’ve been a loyal Tempur-Pedic customer for over 20 years and have referred others who have spent tens of thousands of dollars with your company.
• I am not requesting a refund. I am willing to pay the difference to upgrade to a firmer, more supportive model. I am simply requesting a warranty credit for a defective product that clearly meets your stated coverage criteria.
In addition to the product defect, the way my case was handled by Tempur-Pedic’s representative was extremely disappointing:
• I respectfully requested escalation to a supervisor five separate times and was denied or ignored each time.
• The representative, Sam, refused to escalate the issue or allow proper review of my updated evidence, despite the fact that my original submission lacked proper visual documentation — which I later corrected.
• I believe that refusal alone reflects a breakdown in customer service and good-faith effort, especially for a high-value, long-time customer. At a minimum, that behavior warrants a proper review or goodwill accommodation.
This level of service falls far short of what a customer should expect from a premium brand. If this issue had been properly escalated, I believe it could have been resolved quickly and fairly.
I respectfully request that Tempur-Pedic honor its warranty obligations by providing an appropriate resolution — whether that be warranty credit or a replacement mattress — so I may purchase a firmer model that supports me properly. I am committed to paying the difference and simply ask to move forward with a solution that reflects the facts, the evidence, and the terms of your warranty.
Thank you for your time and continued assistance. I appreciate the BBB’s support in ensuring this case remains open and is properly reviewed by someone with authority to resolve it in good faith.
Sincerely,
******* *********Business Response
Date: 06/19/2025
We stand by our original decisionCustomer Answer
Date: 06/24/2025
Hi *****
Thanks again for all of your help throughout this process.
As you’ve seen, Tempur-Pedic has continued to deny my request for a full warranty credit on my ********* ****** mattress, despite clear signs of deterioration and the negative impact it’s had on my spinal health. I want to be clear — I don’t agree with their decision, and I’m
disappointed in how this has been handled.
I’m really hoping we can get some positive energy going and come to a more reasonable resolution. If the discount could be increased from 40% to somewhere closer to 70%, I’d be able to move forward and get into a different mattress that better supports my condition.
I’ve been a loyal Tempur-Pedic customer for many years and have always spoken highly of the brand. I’m still putting the money right back into a purchase within the Tempur-Pedic line — the Adapt Firm, hopefully that with better word-of-mouth advertising and a more positive story to tell by then.
I’m not asking for anything excessive — just a fair adjustment that reflects the condition of the product and the steps I’ve taken to try for everyone to walk away satisfied.
Thanks again for your continued support. I truly appreciate it.
Best regards,
******* *********Initial Complaint
Date:06/17/2025
Type: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 May 28, 2025, I ordered a Tempur-Pedic ProAdapt mattress and Ergo 3.0 adjustable base. This started repeated delivery failures, product errors, delays, and serious harm to my health.
The wrong base was delivered. It was discontinued and no longer manufactured. The mattress did not arrive at all. I sold my existing mattress expecting correct delivery. I was forced to sleep on yoga mats for several nights and eventually at a friend’s house.
I have ************ ********* ****************** *** ************ **** *******. Because of my spinal issues, I could not sleep properly and had to seek medical attention. I saw my doctor and provided Tempur-Pedic with ******* documentation showing medical harm.
I spent hours on the phone trying to fix repeated failures. Promised merged deliveries never happened. The correct base arrived June 6, 2025, and the mattress June 7, 2025. The incorrect base still sits in my living room waiting for pickup despite repeated requests.
I escalated this to multiple representatives and executive-level support. I provided full documentation, medical records, photos, and emails. Tempur-Pedic refused to issue a refund and offered only a small accessory bundle, which I declined. Their final response was that no further discussion would be productive.
I have exhausted all options. I have been a loyal customer and this situation has caused physical pain, emotional stress, and major disruption.
I am now requesting BBB’s assistance to resolve this fairly.Business Response
Date: 06/17/2025
We apologize for the customer's frustration. We are working to have the carrier schedule pickup of the remaining incorrect base as quickly as possible.Customer Answer
Date: 06/18/2025
Complaint: ********
I am rejecting this response because: am rejecting Tempur Pedic’s response because they did not address my request for a refund. Their reply only mentioned arranging pickup of the incorrect base. I had requested this multiple times and it was ignored until this BBB complaint was filed. That is not resolution. That is basic follow-up.
Tempur Pedic failed to merge the orders as promised, not once but twice. This caused more confusion and forced me to rearrange work and my schedule. I have serious ****** conditions including ************ ********* ****************** *** ************ **** *******. I was forced to sleep on the floor, stay at a friend’s house, and eventually had to go to my doctor for pain injections. I submitted medical documentation to support this.
This dragged out for nearly two weeks before the correct items were delivered. As of now, the incorrect base is still sitting in my living room. I have had three different delivery teams in my home and now a fourth is being scheduled just to retrieve the original mistake. I had to be physically present for each delivery when I should have been resting or working. This situation caused me physical pain, emotional stress, and total disruption of my routine.
The accessory bundle offer does not reflect the medical hardship, repeated failures, or overall impact I experienced. I am not asking for accessories or small gestures. I am asking for fair compensation for what I endured.
I have been a loyal customer and expected better. I am requesting a full refund for this order based on failed delivery, medical impact, and poor handling of the situation.
Sincerely,
****** *****Business Response
Date: 06/18/2025
We apologize for the challenges the customer has faced regarding their recent purchase. While we are trying to reach an amicable solution, regarding your request for a full refund, we must respectfully inform you that we are unable to accommodate this, as it would violate our established pricing agreements. In an effort to make this right, we have extended an offer of a complimentary accessory bundle. You may accept this offer by sending us your selection of a set of king-size pillows and a set of king-sized sheets by June 30, 2025. We will happily create an order to fulfill this offer free of charge as soon as we receive your confirmation.Customer Answer
Date: 06/19/2025
Complaint: ********
I am rejecting this response because:I appreciate that Tempur-Pedic has acknowledged the challenges I faced, but their current offer does not address the full scope of the harm caused.
This situation involved multiple breakdowns:
A discontinued base was sent from within Tempur-Pedic’s own system
The mattress never shipped with the original delivery
No confirmation emails were sent
I was repeatedly told the base and mattress would be delivered together, which did not happen
I had to initiate nearly all communication myself
I was forced to miss work, rearrange my home, and sleep on the floor for several nights
I have serious spinal conditions including ************ ********* ****************** *** ************ **** *******
As a direct result of this experience, I had to seek medical attention and receive treatment, which is documented in my ******* records
I had four separate delivery teams in my home and spent hours on the phone coordinating things that should have been handled internally
I do not want pillows, sheets, or any other token gesture from this company. I want fair resolution for what happened. A refund for the mattress portion of the order is a reasonable and justified request based on the impact and evidence I have submitted.
Thank you for your continued help in this matter.
Sincerely,
****** *****
Side note, my order was place on 5/17/25Customer Answer
Date: 06/19/2025
Complaint: ********
I am rejecting this response because:If the resolution you have offered is your final decision, then I will cooperate with returning the mattress and both bases once I have purchased a new bedframe and mattress and have everything delivered and set up. I cannot be left without a bed during this transition given my spinal health conditions, which have already been significantly impacted by this experience.
Since I’m returning it, I am formally requesting a full refund for the order.
I am also asking that the 300 dollar credit you previously mentioned be applied directly to my credit card due to the stress and physical consequences caused by your company’s repeated mistakes.
Do you realize how much energy and resources are being wasted by not just refunding me? You are now sending another team to pick up the mattress and base. That is more manpower, more transportation, more labor, and more waste. What is going on here?
This situation was entirely preventable and stems from a lack of follow through and accountability on your end. I have made every good faith effort to resolve this. I will return the items once I am no longer at risk of having no bed.
Your website states that you offer a 90 day trial guarantee. Does this mean I have 90 days to get my new bed in place before returning this one?
Please confirm your plan so I can begin ordering new items. I also ask that you remove the charge from my credit card now. You have my word here in writing that I will return the bases and mattress.
As part of this issue, I have provided documentation of my medical conditions from ******* to the Ohio Attorney General and BBB, and can do so again below.
Sincerely,
****** *****Business Response
Date: 06/19/2025
We stand by our original decision.Customer Answer
Date: 06/20/2025
Complaint: ********
I am rejecting this response because: To Whom It May Concern,
I am responding to Tempur-Pedic’s latest message stating that they stand by their decision.
I will return the mattress and both bases once I have a new bed fully in place. I ordered a new bedframe last night. I plan to test and select a new mattress this weekend and will place the order by Sunday. Their statement that I had “a few days” to return everything is unreasonable and not reflective of the situation they caused. As of now, I do not have a functioning bed, and I am asking for a few weeks to get everything situated before coordinating the pickup.
Tempur-Pedic’s website advertises a 90-day satisfaction guarantee. I am not sure why the company is rushing this process, especially considering the extensive delivery errors, delays, and physical harm that have already occurred. I waited weeks while they mishandled my order—they can wait a few weeks to come pick up the mattress and bases and take them to the dumpster or wherever they plan to send them.
I want to be clear that their work and reply is not satisfactory. It lacks accountability and does not reflect the seriousness of the harm this situation has caused.
Thank you for allowing me the opportunity to respond.
Sincerely,
****** *****
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