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:01/07/2025
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.
When my husband and I ordered from Sealy directly, we thought it would simplify things. I was wrong. I don't remember seeing anything about being charged twice when checking out, not to mention they were both full amounts ($2595.42 & $2600.92) which is a lot when a family is trying to start up a business. Finally one of the charges was put back into our account, but both of the charges were 2 different amounts. Then to be charged the one that's more than what was on our confirmation. I was told that this is because there are 2 different platforms and the taxes are calculated differently. Not that $5 difference is much but when the 2 full amounts took out, that's a lot.
Business Response
Date: 01/07/2025
The customer was actually charged once. The other amount was a pre-authorization. We apologize for any confusion.
Customer Answer
Date: 01/08/2025

Complaint: ********

I am rejecting this response because:
There was nothing stating we would be charged the a pre-auth charge. The fact about it all is that you had charged us the amount that was more than what we agreed to when I clicked confirm order. I attached the email confirmation of the amount that we agreed to. Then I attached the amount that was taken out of our bank account. It clearly shows 2 different amounts. I find it concerning that Sealy has decided to charge a different amount that what was agreed upon originally. Why the discrepancy?

Sincerely,

******** ********
Business Response
Date: 01/08/2025
Virtually every retailer does a pre-authorization for "large" purchases. We stand by our original response.
Customer Answer
Date: 01/09/2025

Complaint: ********

I am rejecting this response because:
You are not understanding the main reason I submitted a complaint. You decided the keep the charge on my bank account that was MORE than what I had agreed to paying when buying the mattress. I stand by my statement as well. As a business, you should listen to what the customer is saying. You are not hearing my main complaint which I have repeated 3 times for you now.

Sincerely,

******** ********
Initial Complaint
Date:01/07/2025
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.
See attached complaint
Business Response
Date: 01/07/2025
There are guidelines as to what makes a warranty claim accepted and there are guidelines to what makes a warranty claim denied. All decisions made by the warranty team are final. We encourage the customer or her daughter to go to our website and read the warranty section about approved foundations vs unapproved foundations.
Initial Complaint
Date:01/02/2025
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.
Filed a warranty claim now they say they see a stain so they can deny
Business Response
Date: 01/02/2025
The customer's warranty claim was approved this morning. He should check his email.
Initial Complaint
Date:01/02/2025
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.
Good morning, I hope you had an enjoyable Christmas.
I purchased 2 Sealy Donovan Plush mattresses a CA king for $976.67 and a Full for $613.61.
Both are sagging very badly and causing back problems for me and neck and back problems for my wife. Because the position of the head is higher than the body.
When i contacted the company and send them all the documents needed to file the warranty complaint, it was rejected.
The way they get away with it is by asking the customer to send a photo of the sagging area with a measuring tape knowing that the top fabric bounces back but the below material does not.
The below the top fabric material is sagging more than 4 inches at the mid-section of the mattress. The top of the fabric is not glued to the material below it, so it is free to rise leaving the material below it.
The company even charged me $135 to send out a professional to inspect the mattress.
He even agreed with us that there is no way to determine the sagging of the mattress because the top fabric is designed to bounce back leaving the underneath material way below the surface.
He also told us that this is how we reject more than 90% of the complaints.
It is the company policy to reject as many complaints as possible until the customer takes Sealy to a small claim court. Then Sealy right away send a refund without appearing at the court hearing.
All i am asking is my money back to purchase another 2 mattresses. I am ok with purchasing Sealy brand because I think this Plush top mattress had a design flaw and not all other Sealy products have the same problem.
The Sealy ticket number is ******* and the support team lady name is **** *. (Sealy). She has all the receipts and photos and documents needed tp process my refund.
If BBB cannot help me with this request, please ask Sealy to provide an address and person name to serve the small claim court legal paperwork to appear before a judge in California.
Thank you in advance for all your help
Business Response
Date: 01/02/2025
We invite the customer to read our warranty policies online. If the customer mentions legal action again, we will no longer be able to help them.
Customer Answer
Date: 01/02/2025

Complaint: ********

I am rejecting this response because: What is Sealy resolution then? They are asking us to review the warranty and I've read their online warranty but i have no idea what they are offering us as a remedy?
I really don't understand their response? Is their resolution no offer at all?
I need BBB to help me understand Sealy response.
Thanks

Sincerely,

***** ********
Business Response
Date: 01/02/2025
This is what we sent the customer and we will not waiver from Company policy -0

Thank you for your patience as we have reviewed your claim submission. After careful review of the inspection reports and photos we were provided, it has been determined there are no manufacturing defects present in your mattress at this time for both your Full size and Cal King size mattress.

Normal indentations or sagging (not associated with sag in foundation)?must measure?1½"?or greater for Innerspring and Latex mattresses to be considered defective. Mild impressions or indentations are normal and are not an indication of a structural failure or a manufacturing defect.

To help minimize body impressions you can rotate your mattress regularly throughout the life of your mattress, this will help refresh its comfort.

While we are unable to offer a warranty replacement at this time, please understand your warranty is still in effect for the limited term per your original warranty for a manufacturer defect that meets our stated Terms and Conditions which we invite you to review at ***********************
Customer Answer
Date: 01/03/2025

Complaint: ********

I am rejecting this response because: It seems that Sealy is not the good responsible American company that we used to know.
I thank BBB for their help and hopefully this complaint will be listed on their website to help others in the future.
I will pursue other means to resolve this matter. Sealy should not be getting away with producing defective products anymore.

Sincerely,

***** ********
Initial Complaint
Date:12/30/2024
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.
Received Pillows from Tempurpedic however they are the wrong ones, I called and the customer service rep was beyond rude and didn't care just told me that sucks. I'm in the process of buying a matress right now and for the fact they want me to spent $20,000 on a matress and yet are giving me this much trouble over some pillows is insane.

The Pillows are not the right ones and the seals they came in were not airtight and had holes, which directly states in their policy that if damaged by shipping they will handle it, and I was told otherwise, deceptive sales practices at its finest this is doing, to think Ill spent $20,000 on a damn mattress to have problems with $200 in pillows and be treated the way I am is insane.

I am not currently considering Tempurpedic for a mattress rather maybe a ***** ****** since then I will receive better customer service.
Business Response
Date: 12/30/2024
Our policy regarding all of our personal products, pillows included is that they are considered a final sale, as we do not offer returns, refunds or exchanges.
Customer Answer
Date: 12/30/2024

Complaint: ********

I am rejecting this response because: They have not offered any solution nor attempt

Sincerely,

**** ******
Business Response
Date: 01/02/2025
We stand by our last response.
Initial Complaint
Date:12/29/2024
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.
Hi. I bought A sealy mattress through Sears, which is no longer in business. I went to other mattress stores to discuss problem with mattress. They told me I had bulging in mattress which was common for king mattresses . They told me that the mattress was under warranty for at least 10 years told me to contact Sealy. Went through the process of sending silly Photos of mattress base frame. The do not tear off law tag number, proof of purchase from Sears on mattress. Have receipt, of $1474.35 , **** made me go through and take pics of bed . I put a board which is heavier than a broomstick over top of pillow top mattress. There was only an inch of difference between space on board. They said they needed to be an inch and a half. The problem is not with the space between the board it is when laying in bed you sink down into the, construction under the pillow top is less, or has concaved in, than if you try to roll to center of mattress there is a big bulge. It’s like sleeping uphill, or turning uphill, which you cannot see from photos. like I said previously went to other mattress companies, and they said it was bulging from mattress which occurres with king size mattresses. bought mattress on 10 12 2018. Have turned it regularly. Also was in Arizona for three years which mattress sat in room that was not used at my father‘s house. I have been in contact with a **** through Sealy, which she seems to think there’s nothing wrong. Again pillow top does not show issues with sinking in on each side and trying to roll to Center with big bulge in middle. Would like to get a credit or pay a little extra to get a better quality mattress from sealy to resolve this issue . Have all emails sent to **** about this issue, and pics of bed. Hopefully, you can help me resolve this issue for being a disabled veteran. It is tough enough, getting sleep at night with my disability. Thank you. ***** ******
Business Response
Date: 12/30/2024
The customer was asked to follow protocol regarding Sealy warranty claims. If the photographs that are submitted by the customer do not meet warranty claim guidelines, then the warranty claim is denied.
Customer Answer
Date: 12/30/2024

Complaint: ********

I am rejecting this response because: The issue of mattress is not visible . Again, it is within , underneath the pillow top of the mattress. It is concave under pillow top, which cannot be seen by putting a pole / Stick on top of pillow top, and putting a measuring tape down in front of stick. The sample pics that they have for doing this test are not with the same type of mattress. Again, when rolling to center of mattress, it is like going uphill.

Sincerely, ** ******

***** ******
Business Response
Date: 01/02/2025
We stand by our original response. We invite the customer to read our limited warranty policy at ****************************
Customer Answer
Date: 01/02/2025

Complaint: ********

I am rejecting this response because:
Now they’re saying it’s a limited warranty, in the past there’s nothing been said about limited warranty . I was told there was a 10 year warranty on it. Regardless, if it’s limited or not, it’s within 10 years. The problem of mattress is internal. I will gladly get another mattress if some compensation is made.

Sincerely,

***** ******
Initial Complaint
Date:12/27/2024
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.
I ordered a Tempur-Pedic mattress and adjustable base on August 30, 2024 but it was not delivered until September 24, 2024
almost a month later. However Tempur-Pedic says my warranty began on August 30th while my bed and adjustable base sat in their
warehouse. I tried to get them to change this as this should be illegal. How can my warranty begin before I even have the product.
They say they are refusing to change it.
Business Response
Date: 12/27/2024
We certainly apologize for any misinformation the customer received. His warranty does not begin until day of delivery.
Customer Answer
Date: 12/27/2024

Complaint: ********

So can you tell me now when my warranty begins and ends for my order of the mattress and adjustable base?

Sincerely,

****** ********
Business Response
Date: 12/30/2024
Your warranties begin the day of delivery.
Customer Answer
Date: 01/09/2025

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,

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

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Initial Complaint
Date:12/26/2024
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 ordered a mattress directly from the Tempur Pedic website on Black Friday. The mattress was discounted roughly 30%. After receiving the mattress and sleeping on it for 4 nights I decided it was too hard and I wanted to exchange for the softer version.

I was told by Tempur Pedic that the mattress was on final sale and can’t be returned or exchanged. I did not see this message anywhere when purchasing. I only knew it was a Black Friday deal.

I’m willing to pay any exchange fee or difference in cost for a new mattress. I told temper pedic I will pay any fees to get the mattress that we want. They said no and are not willing to work with me.

It is a $3,900 mattress that I can’t sleep on. Please help make this right.
Business Response
Date: 12/26/2024
The customer is correct. He purchased a closeout mattress. As our website did state, all closeout mattresses are FINAL sale. They are not eligible for return, refund or exchange.
Customer Answer
Date: 12/26/2024

Complaint: ********

I am rejecting this response because: the website I purchased the bed on did not say final sale. My receipt does not say final sale. The fact the website did not say final sale is my entire complaint. I was never informed this is final sale product. I purchased this bed on the main Tempur Pedic website during a Black Friday sale.
I’m willing to pay any exchange fee. I’m willing to pay full price for the bed since I originally bought it at a discount. I need the ‘soft’ version of this model instead of the ‘medium’. I’m willing to go above and beyond to get the right mattress. Please help make this right.

Sincerely,

****** *****
Business Response
Date: 12/27/2024
The customer purchased directly from our CLOSEOUT website. It is stated clearly that all sales are final if an order is placed on this website.
Customer Answer
Date: 12/31/2024

Complaint: ********

I am rejecting this response because: THE RESPONSE FROM TEMPUR PEDIC IS NOT ACCURATE. I DID NOT BUY THIS MATTRESS ON THEIR CLOSE OUT WEBSITE. I MADE MY PURCHASE ON THE MAIN TEMPUR PEDIC WEBSITE. THE MAIN WEBSITE HAD A BLACK FRIDAY SALE. THIS SALE WAS NOT A CLOSE OUT SALE! IT DID NOT SAY CLOSE OUT/FINAL SALE ANYWHERE. I WAS NOT ON A CLOSE OUT WEBSITE AS STATED BY TEMPUR PEDIC. THERE HAS TO BE SOME CONFUSION HERE, THIS DOESN'T MAKE SENSE. PLEASE HELP ME.
I AM OFFERING TO PAY FULL PRICE SINCE I RECEIVED A DISCOUNT, PLUS PAY ANY EXCHANGE FEE'S TO FIX THIS PROBLEM.

Sincerely,

****** *****
Customer Answer
Date: 01/02/2025

Date Sent: 12/31/2024 9:53:20 PM

Complaint: ********

I am rejecting this response because: THE RESPONSE FROM TEMPUR PEDIC IS NOT ACCURATE. I DID NOT BUY THIS MATTRESS ON THEIR CLOSE OUT WEBSITE. I MADE MY PURCHASE ON THE MAIN TEMPUR PEDIC WEBSITE. THE MAIN WEBSITE HAD A BLACK FRIDAY SALE. THIS SALE WAS NOT A CLOSE OUT SALE! IT DID NOT SAY CLOSE OUT/FINAL SALE ANYWHERE. I WAS NOT ON A CLOSE OUT WEBSITE AS STATED BY TEMPUR PEDIC. THERE HAS TO BE SOME CONFUSION HERE, THIS DOESN'T MAKE SENSE. PLEASE HELP ME.
I AM OFFERING TO PAY FULL PRICE SINCE I RECEIVED A DISCOUNT, PLUS PAY ANY EXCHANGE FEE'S TO FIX THIS PROBLEM.

Sincerely,

****** *****
Business Response
Date: 01/02/2025
The customer did, in fact, purchase off our CLOSEOUT site. All purchases made from that site are FINAL SALE.
Initial Complaint
Date:12/23/2024
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.
Failure to honor warranty due to frivolous reasons. Violation of f****** ********* **** ******** ***. See attached demand letter.
Business Response
Date: 12/23/2024
The warranty is denied due to damage to mattress as evidenced by excessive staining clearly visible on the mattress.
Initial Complaint
Date:12/13/2024
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 have submitted a warrenty claim for my mattress it was denied based on pictures claiming water damage. I have proven through many more pictures there is no water damaging and any discoloring viewed on the removable matress cover is not on even the backside of said cover let alone the matress below. I have made several called to customers service who tells me the warrenty department is in charge and there is nothing they can do, yet no one in the Warrenty department will talk to me. I have requested calls from. Managment in that department and they refuse. I have also requested that they send someone out to actually look at the matress and they have refused. It is clear this companies main interest is not customer service but finding a way to not honor their own warrenty. I am attaching pics of the back side of the removable mattress cover showing it is perfectly white with not staining or signs of water damage as well as a picture of the matress without the cover also showing zero signs of any staining or damage!
Business Response
Date: 12/13/2024
The customer has been advised that no one can alter the policies, procedures and/or decisions of the Warranty team. The customer has also been advised the Warranty team is not customer facing, so they do not use phones. We stand by the decisions of the warranty team.
Customer Answer
Date: 12/15/2024

Complaint: ********

I am rejecting this response because: tempur-pedic warranty team is saying they are denying my warranty claim because of water damage. The claim is water damage breaks down the integrity of the memory foam and we caused the damage. There is light discoloring on the top of the removable mattress cover so in response I submitted additional photos removing the cover showing that the back side of the removable cover which clearly shows that is it perfectly white and shows zero signs of damage I also submitted a pic of the actual mattress showing that it is in perfect condition and shows zero signs of any damage. If the discoloring on the removable cover was due to water damage that damage would show on the back side of the cover as well as on the mattress itself. I have shown PROOF that the claim of the warranty team is invalid and they are refusing to honor their warranty. I am not asking anyone to change their policies I am telling them that they are not honoring their warranty and their claim in why they are not is not valid and I have provided proof that it is not. I have also asked them to send out a rep to inspect the mattress and they refuse. Tempur-pedic is looking for ways to not honor their warranty. Never in my life have I had a company deny a warranty claim without an in person inspection of the product. The fact that the warranty team is not "customer facing" as they put it, and you as a customer can not even speak to a human being about your concerns or complaints or claim shows they have zero interest in the customer.

Sincerely,

******** ******
Business Response
Date: 12/16/2024
Based on the information and images submitted to our warranty team, the claim was denied due to staining on the mattress

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Tempur Sealy International Inc. is BBB Accredited.