Business Profile

Mattresses

Tempur Sealy International Inc.

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.
184 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/21/2025
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.
Hello, my name is ********* ******* and I purchased a TEMPUR-ProAdapt® 2018 12" Firm Mattress - Prime - King - from MattressFirm located Lake Wales #****** **** ***** *** **** ****** ** ***** on February 8 ,2022.

All 2024 I have had headaches and allergies, so has my husband and we though maybe it was a seasonal thing or our new cat. On Saturday night January 11, 2025 I decided to clean mattresses because my husband said he could smell mold and couldn’t sleep in there so I removed mattress protector and 2 original Tempurapedic covers and saw strange black spots under that last layer that I wasn’t able to remove, but it looks like mold so I cut it of to verify looks and smells like mold.

I did read your warranty and saw “mold isn’t cover because our mattress is not supposed to get mold with proper exploitation”, But since day one mattress was 24/7 covered with mattress waterproof protector.

But since I had proper exploitation product was in in highly ventilated break house with central AC unit and since day 1 under waterproof protective cover. I contacted to customer service and they deny and accused me in improper exploitation. But I read reviews they deny all claims. I got heath issue like systematic cough and headaches and they do not care at all. I assume it was sold like that or it defective. I would like to have my money back or get same mattress .

Also to support my claim i have 2 pillows of theirs and I cut them and it’s has 0 mold even though they wasn’t cover with protective cover . And I have 3 other mattress in guests bedroom non of them has mold
Business Response
Date: 01/21/2025
Mold is an environmental issue mostly growing in a humid or damp area. Our mattresses do not have mold on them unless they are in the environment previously stated.
Initial Complaint
Date:01/20/2025
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.
Product: TEMPUR-Cloud® Adjustable Pillow - Queen
Purchased: Nov 30, 2024
Paid: 69$

I want to return the new product (I didn't use it or even open the delivery box and packaging), and the company refuses. I didn't see any return on this product when I bought it. cf. screenshot attached on the order page. They allow their mattress to be returned and won't allow an unused/unopened pillow to be returned.

I contacted the support, and they are categoric about it.
Business Response
Date: 01/20/2025
When the customer went to the checkout page on our website, this is what they saw: Checkout
Continue Shopping
Questions?
Chat or Call ***** ******** and reference *************
What is your return policy?
Our policy specifically states: "Pillows, Bed Linens, Bed Frames, Mattress Toppers, Travel, Home Products, and Other Accessories
Given the personal nature of these products, we accept returns only if the item is damaged at delivery or if there is a product defect. Each of our products carries a warranty to protect your investment. Other accessories include remotes, leg sets, headboard bracket kits, bed frames, TEMPUR-Plush™ Puppy, and TEMPUR-Plush™ Teddy."
We stand by our policy.
Initial Complaint
Date:01/20/2025
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.
Purchase Date: January 11th.

I purchased items from the Tempur-pedic online store (this complaint is filed under the parent company). I have previously purchased pillows with the same description as what I ordered on January 11th so I feel confident that this is beyond an issue of personal preference in how soft or firm the pillows are. I ordered 2 pillows. One is still in the box and never opened. The other was opened and it is soft and practically flat.

The pillow is either subpar or inaccurately described.

I called customer service asking about a return at first and was told they don't accept returns. I explained that I feel the pillow is either not what I ordered or defective. I then asked for a refund and was told they also under no circumstances provide a refund. In my discussion with customer service via email I had the same conversation and was informed I could file a warranty which I learned would also require that I pay for shipping for them to determine what is wrong with the pillow. I'm not sure how them sending me an item that doesn't meet their description is my issue to resolve while the company holds no responsibility in providing an accurately described, well-made item. I reached out to them as soon as I unpackaged the first pillow.

I am writing here and have also filed a dispute with the credit card company. I'm not sure if I'll get a refund. If not, I hope this helps to change the companies practices so others don't experience what I have. I would've been happy with new pillows when this started but I no longer want anything to do with this company. I want my money back. I'd be happy to send them back their pillows for a refund if they pay for a shipping label or I'll donate them to the local shelter.
Business Response
Date: 01/20/2025
Our policy which is published on our website, clearly state that our pillows are final sale, meaning no refunds, returns or exchanges. If a customer feels that there is a manufacturing defect, they can certainly file a warranty claim. If the claim falls within the parameters of an approved claim, we will go forward with the customer. We do apologize if the customer is not satisfied.
Customer Answer
Date: 01/21/2025

Complaint: ********

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

Sincerely,

**** ********
Business Response
Date: 01/21/2025
We're sorry that the customer does not agree with our Company's policies and procedures. We stand by our original response.
Customer Answer
Date: 01/22/2025

Complaint: ********

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

Sincerely,

**** ********
Initial Complaint
Date:01/17/2025
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 was denied warranty, i bought a pillow from this company 2 years ago, the pillow has flattened so much that it does not even support my neck and head i been waking up with neck pain everyday this is horrible, the material they use is so bad and cheap that this pillow in 2 years with normal use has flattened. I sent them all the info they requested a video me pressing down on the pillow that sinks immediately, i get denied warranty. All i want is a replacement pillow they have a 5 year warranty.
Business Response
Date: 01/17/2025
Having a warranty does not guarantee that your warranty claim meets the warranty policies. We apologize to the customer, but his claim was denied. He can file another claim in 60 days.

This is what was emailed to the customer:

"Our pillow warranty covers the following:
Any physical flaw in the product that causes the material to split or crack despite normal usage and proper handling
Your documentation does not show that your product meets our guidelines of warranty coverage to be approved for a full replacement at this time. "
Customer Answer
Date: 01/17/2025

Complaint: ********

I am rejecting this response because:

This pillow flattened with proper use and proper care, how can a pillow flattened so fast, bad materials. I want my replacement and warranty

Sincerely,

****** *******
Business Response
Date: 01/21/2025
We stand by our Company's last statement.
Customer Answer
Date: 01/22/2025

Complaint: ********

I am rejecting this response because: materials used in this pillow is horrible.

I want a replacement.

Sincerely,

****** *******
Initial Complaint
Date:01/16/2025
Type:Billing 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 want to partially file this complaint against Tempur Pedic as a warning to other consumers about their business policies that are not customer friendly and lack any common sense. I also want a billing adjustment.

I purchased a Tempur Pedic mattress on 12/26/2024 and it was delivered on 1/9/2025. Within a few days of 1/9, I received a coupon in the mail from Tempur Pedic offering 30% off a purchase plus $200 in free accessories. Any decent, customer first company would honor a sale price or offer that close to a purchase timeframe -- even ****** and ******* do this (that's embarrassing for Tempur Pedic, considering the premium prices they charge and their claim to have excellent customer service).

Instead Tempur Pedic lacks any common sense and they are having me jump through hoops to return the original mattress so I can have the privilege of using the 30% coupon (that's good for 90 days). The funniest thing about this is that will cost them way more than just treating their customer right. Their leaders lack any common sense lol.

The resolution I would like is for Tempur Pedic to save us all time and money and just refund 30% and honor the coupon they sent without further hassle. I would also like an apology acknowledging the lack of logic in their policy.
Business Response
Date: 01/16/2025
We appreciate the customer's thoughts, but we will not be able to satisfy his wishes.
Customer Answer
Date: 01/16/2025

Complaint: ********
Since the business is providing horrendous service, I want them to honor the return request and get this mattress out of my home ASAP.
I do absolutely love that it will cost them 10x as much to return the mattress than to just do the right thing. These aren’t the brightest people in the world we’re dealing with but they are from Kentucky lol
All consumers that read this need to know that this place has zero customer service focus and should not buy anything from them

Sincerely,

***** ******
Business Response
Date: 01/21/2025
Thank you for your comments.
Initial Complaint
Date:01/14/2025
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.
Purchase date 1-1-25.. nowhere on the site does it state final sale. At no point during the purchase process are there alerts that the pillows are not returnable at all. The Shopping Cart doesn't notate final sale; the order confirmation doesn't notate final sale. Misrepresentation of product sale/eligibility at every step in the sale & purchase process.
Business Response
Date: 01/14/2025
Apologetically, the customer is incorrect. We have pasted where our return policy is, BEFORE the customer finalized his purchase. It is also listed un our FAQ section as well.

Checkout
Continue Shopping
Questions?
Chat or Call ***** ********
What is your return policy?
Initial Complaint
Date:01/10/2025
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.
Date of Transaction: November 11, 2024
The Amount of Money Paid: $7,043.36 of which $4,999.00 is being disputed.
What Tempur-Pedic Committed to Provide: A mattress eligible for their 90 Night Trial Policy, which states "If we can't find a way to make you happy, we will take the mattress back and refund your money, less shipping charges and restocking fees"
The Nature of the Dispute:
- Tempur-Pedic declined to process a return and refund after I requested it on January 3, 2025 (Day 45 of the trial) citing that since I had already exchanged the sale was now considered final. However, the 90 Night Trial and Return Policies are both silent on this.
- The company claimed the exchange of the original mattress nullified my eligibility for a refund, which was not disclosed beforehand or at the point of exchange.
- I argued this restriction was not stated in the 90 Night Trial documentation and requesting a refund based on the original trial terms.
- I have been trying to resolve this matter amicably with the store manager (******* *****), but the process has been frusterating. The store has repeatedly referred me to their Customer Service Team, who then direct me back to the store, stating they are unable to assist with store purchases. This back-and-forth has left me feeling as though I am being passed around without anyone taking ownership of the issue.
- Had the store manager, at the time of the exchange, or the documentation provided to me at the point of purchase made it clear that an exchange would be considered a final sale, the scenario here would be very different. I would have not taken the risk of exchanging the item and would have instead opted to return it, fully accepting the $175 collection fee. Unfortunately, this critical policy was not communicated to me during the exchange process. Furthermore, i specifically asked the store manager to highlight where in the documentation provided it states this. To date, he has not been able to provide an answer.
Business Response
Date: 01/10/2025
The customer has been advised that our Company policy is that every new mattress purchase receives ONE 90 night guarantee. The customer can choose to return for refund or exchange for another mattress. If an exchange is done, which is what happened in this case, the exchanged mattress is FINAL SALE and there are no more returns or exchanges offered.
Customer Answer
Date: 01/13/2025

Complaint: ********

I am rejecting this response because nowhere in the 90 Night Trial documentation or the returns policy (both of which were uploaded to the BBB portal as part of this complaint) does it state that “if an exchange is done, the exchanged mattress is FINAL SALE and there are no more returns or exchanges offered.” Requests with Tempur Pedic to highlight where this information is present have been requested on multiple occasions, however to date no one at Tempur has been able to state where this is in the documentation provided to me.

Additionally, at the point of exchange, I was not informed by Tempur-Pedic that this transaction would now be considered final sale. I was also not provided with any documentation stating or confirming such a policy. Tempur Pedic had the opportunity to notify me at this important juncture but failed to notify me.

The claim that this is a “Company Policy” appears inconsistent with the information made available to customers during the sales and exchange process. If such a policy exists, the failure to clearly disclose it at the time of purchase or exchange represents a significant lack of transparency and raises concerns about deceptive sales practices.

Sincerely,

*** *****
Business Response
Date: 01/14/2025
The customer was notified by email and the return/exchange policy is published on our website.
Customer Answer
Date: 01/14/2025

Complaint: ********

I reject Tempur-Pedic’s assertion that I was notified by email that the exchange would be considered a final sale. Despite this claim, no attachments or evidence supporting this statement have been provided, raising concerns about its validity. Without clear proof, I must conclude that this statement is unsubstantiated.

Additionally, the published Return Policy on Tempur Pedic's website (**************************************************) which I have attached for transparency for this complaint and reference does not state that making an exchange results in a final sale or that returns are prohibited following an exchange. In fact, the policy explicitly states:

“If you still don’t love your new mattress after that time, (but within the first 90 days of purchase), please call ************. We’ll work with you to address your concerns. If we can’t find a way to resolve the issue, we’ll take the mattress right back and refund your money (minus the return shipping fee).”

I am still within my 90-day trial period, having purchased the mattress on November 11, 2024. Based on this policy, I should be entitled to a return and refund.

In light of the above, I respectfully request that you honor your published Return Policy and provide a resolution that adheres to the stated terms.

Sincerely,

*** *****
Customer Answer
Date: 01/16/2025

Complaint: ********
I reject Tempur-Pedic’s assertion that I was notified by email that the exchange would be considered a final sale. Despite this claim, no attachments or evidence supporting this statement have been provided, raising concerns about its validity. Without clear proof, I must conclude that this statement is unsubstantiated.

Additionally, the published Return Policy on Tempur Pedic's website (**************************************************) which I have attached for transparency for this complaint and reference does not state that making an exchange results in a final sale or that returns are prohibited following an exchange. In fact, the policy explicitly states:

“If you still don’t love your new mattress after that time, (but within the first 90 days of purchase), please call ************. We’ll work with you to address your concerns. If we can’t find a way to resolve the issue, we’ll take the mattress right back and refund your money (minus the return shipping fee).”

I am still within my 90-day trial period, having purchased the mattress on November 11, 2024. Based on this policy, I should be entitled to a return and refund.

In light of the above, I respectfully request that you honor your published Return Policy and provide a resolution that adheres to the stated terms.

Sincerely,

*** *****
Business Response
Date: 01/16/2025
We stand by our previous reply
Customer Answer
Date: 01/16/2025

Thank you for your continued attention to my complaint. I have previously provided the 90-Night Trial and Returns Policy, which supports my position that there is no exchange policy and no mention of exchanges resulting in a final sale or prohibiting returns following an exchange.

Unfortunately, Tempur-Pedic has failed to provide evidence to substantiate its claim that I was informed of these terms. Without such documentation, I maintain that I was not adequately informed of any policy stating that exchanges are final.

Given that we have been unable to reach a resolution, I am now requesting that the Better Business Bureau (BBB) review the responses and evidence provided by both parties and assist in resolving this matter.

Thank you for your time and attention.

Sincerely,
*** *****

Business Response
Date: 01/21/2025
Attached is from the store he purchased from: ****** *********

•Jan 04 12:54 pm
Team, *** ***** has been advised multiple times that since he already used his 90 night trial exchange, he does not get another exchange nor a return. He claims that the verbiage of the 90 night trial documentation is “ not specific”. It was explained in store as well.
Customer Answer
Date: 01/21/2025

Complaint: ********

Dear Tempur-Pedic,

I am writing to formally reject your response to my complaint regarding the 90-Night Trial policy and my recent experience with your company.

The documentation provided to me, and the agreement I signed, clearly states: “The 90-Night Trial covers the mattress only and covers one mattress exchange per purchase.” Nowhere in this policy does it specify that making an exchange voids the terms of the return policy, nor does it state that the sale is considered final after an exchange. Therefore, your claim that the sale is final following my one exchange is not supported by the terms provided.

I can confirm that I have had only one exchange per purchase and do not wish to exchange again. The omission of any language in your policy to explicitly state that an exchange voids further return rights is misleading and, in my view, intentionally vague. Upon researching similar experiences from other customers, it is clear I am not alone in feeling misled by this lack of clarity.

Furthermore, I requested that you provide a copy of any email or correspondence supporting your position. Despite multiple requests, you have failed to provide this documentation—likely because it does not exist. This lack of transparency only further validates the basis of my complaint.

I respectfully maintain my position and urge you to reconsider your response. I believe a resolution in good faith is in the best interest of both parties.

Sincerely,

*** *****
Business Response
Date: 01/21/2025
We stand by our original response.
Initial Complaint
Date:01/09/2025
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 January 2, 2025, I placed an order with Tempur-Sealy International for two twin mattresses (forming a king-sized bed) and two bases. After placing the order, I realized that the base I selected did not include lumbar support, which is medically required for me per my doctor’s recommendation.

I immediately called Tempur-Sealy’s customer support on January 3, 2025, to request an upgrade to the base with lumbar support. The customer support agent assured me that I had called in time, prior to order processing and shipping, and that the base would be successfully upgraded.

However, I later received shipping notifications for the original base without lumbar support. A representative named **** contacted me to inform me that the upgrade could not be completed. He also stated that I would need to pay a $175 return and shipping fee to make the upgrade. This fee is completely unreasonable, as the mistake lies with Tempur-Sealy for not processing my request in time despite my timely call and their agent’s confirmation that the upgrade would be handled.

On the day of delivery, the local delivery team in Dallas, Texas, informed me that they had the upgraded base with lumbar support, which led me to believe the issue had been resolved. However, I later received an email from **** stating that the delivery would be canceled unless I paid the $175 fee.

I escalated the matter to a manager named *****, who tried to get the $175 fee waived but was ultimately denied by his management without any explanation or justification. This lack of accountability and resolution is unacceptable.

Desired Resolution:
I am requesting that Tempur-Sealy waive and refund the $175 return and shipping fee and deliver the upgraded base with lumbar support.

I took all appropriate steps to resolve this issue in a timely manner, and Tempur-Sealy’s failure to honor their commitment is both unfair and frustrating.
Business Response
Date: 01/09/2025
The cancellation, or shipping fee is stated on our website. Every customer is responsible for that fee if we do an order cancellation (once in our shipping queue) or process an exchange.
Customer Answer
Date: 01/09/2025

Complaint: ********

I am rejecting this response because:
after I placed my order on January 2, I called back on January 3 and the customer support representative assured me that they could modify my order before it was processed. So this was an administrative error and I should not be responsible for that fee.

Sincerely,

****** *****
Business Response
Date: 01/13/2025
We stand by our initial response.
Customer Answer
Date: 01/13/2025

Complaint: ********

I am rejecting this response because: they are not empathetic to my situation and remain dogmatic about their policies.

Sincerely,

****** *****
Initial Complaint
Date:01/09/2025
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 Temper-Adapt CA King mattress and foundation from Temperpedic on March 25, 2019 for $3,299 + Maine tax and delivery. In December 2024, I reached out to Temperpedic because our mattress has cracked and you can feel the springs. I took photos based on their directions and they said I cannot receive a replacement with their warranty program because it has stained and the decision was final. We use a mattress protector and stains would not cause this type of damage. We are experiencing back problems and can no longer use this mattress for health reasons since it is caving in and springs can be felt. I would like to request a replacement.
Business Response
Date: 01/09/2025
The customer submitted the photos to us. We never stated what the cause of the stains was, however, our published limited-warranty policies are posted on ****************************. All decisions made by the warranty team are final.
Customer Answer
Date: 01/09/2025

Complaint: ********

I am rejecting this response because with the evidence a discount or replacement should be warranted since the mattress has structural issues. The mattress was protected and not damaged. The issues we are having are with the springs and it cracking as shown in the photos that were submitted.
My husband and I are experiencing health issues and will provide evidence and cost of this and the mattress in court.

Sincerely,

***
Business Response
Date: 01/13/2025
We need the customer to understand that since they have made a comment about legal action, we can no longer help them. Their Attorney will have to contact our Corporate Legal team going forward.
Initial Complaint
Date:01/08/2025
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.
As evident from the other complaints, Tempurpedic refuses to take responsibility for quality control of mattresses that have started to produce back pain in the very early life cycle of the product.

My wife and I have started to experience back pain from our mattresses (~$7,200) about 2 years into our mattresses' life cycle. Our sleep quality diminished and everyday, we woke up with back pain because the bed no longer supports our back. The local chiropractor also attributed the back pain from the bed after thorough explanation of all the symptoms.

We have attempted to go through the warranty process, and the only possible way of
determining the mattress is fit to replaced is for the mattress to sag in idle position for an abritary number of inches.

Our claim was rejected and we were told wear and tear damage was not covered. Is 2 years of wear and tear damage to the point of back problems/lack of back support the typical customer experience? If not, this definitely seems to be an issue that SHOULD be covered by a protection and warranty of some sort.
If my mattress is not even getting close to the 10 years anticipated life I was communicated by the salesperson and the company, then something is definitely wrong with the build quality of the product or customer support; refusing these issues is unethical to customer service. Just because the mattress is able to retain neutral position when an individual is off the bed does NOT mean that the person sleeping on the bed will have their back supported and wake up without back issues. The fact that customer service wants to ignore these claims is toxic and anti-consumer.
Business Response
Date: 01/08/2025
We encourage the customer to read our limited warranty policies at ****************************
The following is what we advised the customer: "Our warranty covers indentations of the mattress that measure 3/4" or greater. According to the photos you have provided, your mattress does not meet these requirements"
Customer Answer
Date: 01/09/2025

Complaint: ********

I am rejecting this response because:

The business still refuses to address that there is an issue with my mattress. Regardless of what warranty states, my mattress is providing physical damage to my wife and myself. This is a mattress that has lasted me only 2 years, and cost close to $10,000. The bed clearly did not even come close to the advertised 10 year expectation. The product being sold here is either defective by design, or part of a bad batch. I will ask the question again: Are these mattresses expected to endure more 2 years of regular sleep habit? If the answer is yes, then there is something wrong with my product and replacement is needed.

Sincerely,

*******
Business Response
Date: 01/13/2025
As the customer has been advised, all decisions made by the Warranty team are final, based on their policies and procedures.
Customer Answer
Date: 01/13/2025

Complaint: ********

I am rejecting this response because:I do not think this is an acceptable solution. I am not satisfied. There is no effort to try to aid my situation. I will continue to reject these similar-but-same responses because truthfully, I am not satisfied until some effort is made.

Sincerely,

******* ******

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Tempur Sealy International Inc. is BBB Accredited.