Complaints

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

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Tempur Sealy International Inc.

  1000 Tempur Way Lexington, KY 40511-1386

  
• 

  Sealy Mattress Company

  1201 Highway 290 West Brenham, TX 77833

• 

  Tempur-Pedic North America , LLC

  170 Hillside Rd Cranston, RI 02920

• 

  Sealy, Sterns & Foster Mattress Company

  1705 Rockdale Industrial Blvd NW Conyers, GA 30012

• 

  Tempur-Pedic Flagship Store

  4400 Sharon Rd Charlotte, NC 28211

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/11/2024

  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 purchased a mattress and adjustable ease base at the end of September. It was installed and set up by a company contracted with Tempur Pedic. Either it was assembled incorrectly or it was manufactured incorrectly. The base stops mid operation, shakes and wobbles when moving, does not fully lay flat, the mattress slides up down and side to side on the base, sits crooked on the base. I’m sure I’m forgetting something else wrong with it. I communicated this to the store manager immediately. Him and his manager have been trying for two months to get my base replaced and the company will not stop fighting them on it. It makes me SICK that this company has been refusing their own employees for two months that insist to their own company I need a new one. The people who installed my mattress and base that don’t even work for tempur pedic told me how they all got free mattresses and luxury bases because when people return things through warranty tempur pedic doesn’t care to pick it up even though it’s not damaged, but won’t give me - a paying customer - a new base within my buyers remorse period. I got this bed for my chronic pain issues - herniated discs, arthritis, sciatica, neuropathy, etc. I have so many diagnosis and I’m only 35. I got this bed to help and it’s made it worse. The first month I wasnt sleeping and my health declined. I got very sick and I’m still recovering and it’s been TWO MONTHS. It’s made my problems so much worse. I will be making sure everyone knows what they’ve done to me and not to buy from this terrible company who has 0 integrity and preyed on me with promises to help my pain and sleep. I wish I never made this purchase.

  

  Business Response

  Date: 12/11/2024

  The customer has never called our product (technical) support team. There is no record of that whatsoever. The delivery team has advised us that the base in question was fully operational when they left. We understand the customer prefers a replacement over troubleshooting, but the policy is to call in to troubleshoot the issue before processing an exchange.

   

  We will not be able to help the customer until she does this.

  Customer Answer

  Date: 12/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the store manager and his boss called me the next day and informed me that a replacement will be issued so I will close the complaint. However, I reject your response because I called the store manager either the same day or the next day after the bed was set up to advise him of my issue and from there he took ownership of the problem. I was never told to call technical support or anybody so while your records are correct, I did not contact tech support, it should be clear in your records by now that there is and has been an ongoing issue. Your response just goes to show me more why your company is not a honorable or trustworthy company to do businesses with and I am considering rejecting the replacement due to my fear of future issues. What if my bed gets stuck in a half inclined position and I can’t sleep? How many phone calls will it take, how many months will it take to be able to sleep in my $6,500 bed again? Where will I sleep in the meantime? I honestly have a terrible feeling and a pit in my stomach when I think about that. 
  
  
  
  Sincerely,
  
  
  
  **** *

  

  Business Response

  Date: 12/16/2024

  Per the customer response the store has resolved the issues and replaced the base.

• Initial Complaint

  Date:12/10/2024

  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 purchased three mattresses and bases from Tempur-Pedic. While two of them remain in excellent condition, the third mattress, used by my child, has a serious defect: one side of the mattress has completely collapsed. Despite this, Tempur-Pedic has denied my warranty claim, offering only a 50% discount on a replacement, which I find unacceptable.
  
  Details:
  The defective mattress does not meet the quality standards expected of Tempur-Pedic products, especially given their premium pricing. I have provided all necessary documentation and photographs demonstrating the defect. However, the company claims the issue does not qualify under the warranty.
  
  This is unfair and unacceptable, especially since the defect significantly impacts the usability of the mattress. Tempur-Pedic’s refusal to honor their warranty undermines customer trust in their brand.
  
  Resolution Requested:
  I am requesting either a replacement mattress under the warranty or a full refund for the defective product. If neither resolution is provided, I will consider taking legal action to resolve this matter.
  
  Desired Outcome:
  I would like Tempur-Pedic to uphold the warranty terms and replace the defective mattress or issue a full refund

  

  Business Response

  Date: 12/10/2024

  The customer could not prove manufacturing defect which would have created an approved warranty claim. Here is what was sent to him and we are standing by our policies and procedures:

   

  Hi ****** *******,
   
  I am the Warranty Claim Supervisor at Tempur-Pedic. Upon your request, our team passed along your Warranty claim for re-evaluation.
   
  I have reviewed all correspondence and information that you have provided in support of your claim. Unfortunately, I agree with the findings of the team and I regret to inform you that your claim cannot be approved as it does not meet our minimum criteria necessary to qualify for a full warranty replacement.
   
  We have now exhausted all avenues for further review and no further review is available to you.
  
  You may refer to prior correspondence where we have previously outlined reasons for the denial of your Warranty claim.
   
  After careful consideration, we have reached a point where further discussion on this matter is no longer productive. We appreciate your cooperation and if you have any other inquiries, please feel free to reach out. However, we will no longer be able to continue this conversation. Thank you for your understanding.
   
  The 50% discount remains as the final offer.
   
  Tempur Sealy Warranty

  Customer Answer

  Date: 12/10/2024

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

  Thank you for following up regarding my complaint. I would like to clarify why I refused the 50% discount offered by the company.
  
  I purchased three mattresses from this company on the same day, each costing $3,149. While the other two mattresses remain in good condition, this specific mattress has developed a manufacturing defect that significantly affects its functionality and my ability to use it as intended.
  
  The company is asking me to pay an additional 50% of the cost ($1,574.50) to replace the defective product with a new one. This means I would be paying over $4,700 in total for one mattress (the original defective one and the discounted replacement), while still being left with a mattress I cannot use.
  
  Considering that this defect is not due to misuse or wear and tear, but rather a manufacturing issue, I believe it is unreasonable and unfair to ask me to cover half the cost of a replacement. The other two mattresses I purchased at the same time show no signs of defect, further supporting that this particular issue is a product fault.
  
  I respectfully request a full replacement or refund as per the company’s warranty obligations. I am happy to provide photos, measurements, or any additional documentation to demonstrate the defect if needed.
  
  Thank you for your understanding and support
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 12/11/2024

  We stand by our Company polices and procedures.

  Customer Answer

  Date: 12/12/2024

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

  Thank you for following up regarding my complaint. I would like to clarify why I refused the 50% discount offered by the company.
  
  
  I purchased three mattresses from this company on the same day, each costing $3,149. While the other two mattresses remain in good condition, this specific mattress has developed a manufacturing defect that significantly affects its functionality and my ability to use it as intended.
  
  
  The company is asking me to pay an additional 50% of the cost ($1,574.50) to replace the defective product with a new one. This means I would be paying over $4,700 in total for one mattress (the original defective one and the discounted replacement), while still being left with a mattress I cannot use.
  
  
  Considering that this defect is not due to misuse or wear and tear, but rather a manufacturing issue, I believe it is unreasonable and unfair to ask me to cover half the cost of a replacement. The other two mattresses I purchased at the same time show no signs of defect, further supporting that this particular issue is a product fault.
  
  
  I respectfully request a full replacement or refund as per the company’s warranty obligations. I am happy to provide photos, measurements, or any additional documentation to demonstrate the defect if needed.
  
  
  Thank you for your understanding and support
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Customer Answer

  Date: 12/16/2024

  
  
  Date Sent: 12/12/2024 9:44:19 AM
  

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

  Thank you for following up regarding my complaint. I would like to clarify why I refused the 50% discount offered by the company.
  
  
  I purchased three mattresses from this company on the same day, each costing $3,149. While the other two mattresses remain in good condition, this specific mattress has developed a manufacturing defect that significantly affects its functionality and my ability to use it as intended.
  
  
  The company is asking me to pay an additional 50% of the cost ($1,574.50) to replace the defective product with a new one. This means I would be paying over $4,700 in total for one mattress (the original defective one and the discounted replacement), while still being left with a mattress I cannot use.
  
  
  Considering that this defect is not due to misuse or wear and tear, but rather a manufacturing issue, I believe it is unreasonable and unfair to ask me to cover half the cost of a replacement. The other two mattresses I purchased at the same time show no signs of defect, further supporting that this particular issue is a product fault.
  
  
  I respectfully request a full replacement or refund as per the company’s warranty obligations. I am happy to provide photos, measurements, or any additional documentation to demonstrate the defect if needed.
  
  
  Thank you for your understanding and support
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 12/16/2024

  We stand by our original response.

• Initial Complaint

  Date:12/09/2024

  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.

  Transaction Date: Nov 09,2024
  I purchased Tempur Topper, but it caused me back pain, so I requested a refund, but they denied my request.
  
  It is extremely uncomfortable, and my back hurts after uncomfortable sleep. Therefore, I was trying to initiate a return. However, they refused it, saying that only mattresses are eligible for return. The advertisement does not clearly show that the returns are only for the mattresses. I purchased it because I saw that the advertisement said free return guarantee. Due to a deceptive advertisement regarding the return policy, I was led to believe that the topper was eligible for return within 30 days.

  

  Business Response

  Date: 12/09/2024

  Unfortunately, the customer did not read our return policy for our toppers which was located on the check-out screen. Our toppers are considered final sale. We apologize for any confusion, but we will not be offering to take the topper back.

• Initial Complaint

  Date:12/02/2024

  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 purchased a tempur pedic mattress, thinking it was an excellent product that would help my back. I have a huge sag in it, that is causing me back pain and muscle spasms. I sent all the pics and they denied my claim because the sag isn’t 3/4 inch or greater…it most certainly is…not sure you can see it in the picture but I can sure feel it. I only want them to honor their warranty and replace their defective product.

  

  Business Response

  Date: 12/02/2024

  The warranty requires 3/4's of an inch or greater of visible sag when no pressure or weight is applied to the bed

  Customer Answer

  Date: 12/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This mattress has major sag on one side. I paid way too much money to have them leave me to sleep on a mattress that is causing me physical pain. Absolutely ridiculous. I should get a replacement. Send someone out to actually check the mattress. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 12/02/2024

  i apologize that the findings of the company were not to your liking, if you wish you can resubmit your warranty claim in 3 months

• Initial Complaint

  Date:12/02/2024

  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 purchased a tempur-pedic luxe breeze 2.0 mattress and power base, sales associate recommended we buy both mattress and base so we agreed, while finalizing the purchase in the store the associate neglected to verbally inform us that the power bases are non refundable. After 30 days I called the store to initiate a return for mattress and power base and the associate agreed and put in a ticket for return and sent to the regional manager for approval. The next day I received a call from the associate telling me that the regional manger denied the request to refund the base because when I signed the terms of contract it states no refunds on power bases. I feel we got scammed into purchasing a power base. I contacted the associate again and he apologized stating that they don't really mention no refunds on power bases because its not common for people to return them, I asked for regional managers contact info so I could try and resolve the issue but they said they had no info to give me. I then called their headquarters in Kentucky and they said they have nothing to do with their flagship stores and also denied me the regional manages contact info. I called headquarters about 4 different times and got the same response until it got to their escalation manager at which point she said it doesn't matter what the associate said, you signed and that's that. She also denied to give me the regional managers contact info. This is not an honest business practice and not only me but other people will be scammed into the same predicament.

  

  Business Response

  Date: 12/02/2024

  Our Company policy regarding the purchase of our flat foundations and power bases is that all sales are final. The customer should look at his receipt/proof of purchase for verification. Our Tempur Retail stores are managed autonomously from our Headquarters-based Direct to consumer website. We certainly apologize to the customer for his misunderstanding, but again, we will not be offering a return, refund or exchange regarding his base.

  Customer Answer

  Date: 12/02/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: store associate failed to inform us verbally. Shady business sale
  
  
  
  Sincerely,
  
  
  
  **** ****

  

  Business Response

  Date: 12/02/2024

  I apologize for the inconvenience, the information was available on the paperwork you signed stating the base was non returnable.

  Customer Answer

  Date: 12/03/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I understand that I signed the paperwork but I don’t think you or anyone from tempur-pedic understands or cares what I’m saying. I think what the stores/associates did is a dishonest business practice, we were not told in person that you cannot return a base we were duped into a sale that they knew cannot be returned if a customer is not satisfied. This is obviously not getting anywhere so let’s just get the mattress return process going 
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:11/25/2024

  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.

  Purchased: Nov 15, 2024 Order Number: ************ I was trying to purchase two (2) of the cloud pillows that were bundled and on sale. I entered all the information on the portal but it said it didn't recognize my address. I called customer support and the I spoke with said he would take my order over the phone and cancel the one I was trying to make online. When I received the order I had a total of four (4) pillows ( two per box) and my credit card had been charged twice. Double order. We have opened one (1) of the packages which we intend to keep but we don't need the others that are still sealed in the original shipping carton and I want my CC credited for the extra order. I will gladly send the unused, unopened box back to them. I have made several phone calls and website contact and they say NO it is against our policy. I was not the one who made the mistake. The customer support agent said he canceled one of the orders and he did NOT. This is not my fault and it's not fair. I shouldn't have been charged twice and I didn't need the extra order.

  

  Business Response

  Date: 11/25/2024

  We were unable to verify customer's claims. Our policy on all personal items is that all sales are final.

  Customer Answer

  Date: 11/29/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. The business has since refunded 130.01 to my account for their mistake of doubling the order even though they would not admit to the mistake. I will accept that this resolution is a way of making a silent apology on their behalf and it is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** ******
  

  
  

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

• Initial Complaint

  Date:11/25/2024

  Type:Customer Service 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: September 6
  Total: $3,246.42
  Date lied about delivery: September 23
  Actually delivered: October 25
  Delivery people refused to set up. Dimensions were okay and they did not measure the dimensions and advised me not to set it up due to malfunction.

  

  Business Response

  Date: 11/25/2024

  The customer purchased his base from us which, regardless of the reason, is and will considered to be a final sale. The customer signed a completed proof of delivery with no caveats. The base sale is final and we will not be offering any financial compensation for the customer's mistakes.

• Initial Complaint

  Date:11/25/2024

  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 brought a mattress from temper Sealy, mattress honor a 10 year warranty on their products, I fill out
  a warranty for my mattress, even though my mattress met the warranty claim, they denied my warranty, claiming that the broom they told me i had to use, did not cover the whole mattress, I have an king side mattress, their is no broom long enough to cover my mattress, after submitting my pics, they kept requesting that I submit more pics, after submitting over 75 plus pictures, they stop responding, to my emails, for 7 mos they kept requesting pictures, then they just stop responding, never telling me if my warranty issue would be resolved, finally in September 2024, I told them I waa going to file a complaint with the BBB, then I received a email from ******** * , stating that my warranty was denied because the broom did not cover the whole mattress, temper Sealy offers a warranty for their products, only to denied the claim, not honoring their commitment to their customers, their reviews on their website, shows how they denied everyone claims for their products. Making the whole warranty process is an scam, no matter what the condition of mattress, I spoke/email with over several different employees ro resolve my complaint. ***** ******* (Supervisor Consumer Specialist) ****** ***** ******** *********** **** *** **** *********** ******* ******** ****** *** I would submit my pic's to all of these employees, only to drag out my warranty issues, by requesting more pics this way, I believe all their employees jobs is to denied, denied, all warranty issues, even if that means they are lying to their customers claims. So they don't have to honor their commitment to their customers, more claims they denied, must get a bonus for not processing customers claims. My claim was prolonged for 7 to 8 mos, before denying my warranty claim. I would like for temper Sealy to honor mission statement. to their customers, Fraudulent commitment

  

  Business Response

  Date: 11/25/2024

  Thank you for submitting this claim.

  Our Ticket # ******* was the beginning of the warranty claim for the customer on 01/19/2024. We requested photos of the receipt, mattress with no linens or weight, affected area with straight-edge and a quarter, and pictures of support structure beneath the mattress, as we do with all warranty claims. Customer failed to follow instructions, was extremely aggressive with multiple agents who were attempting to assist him, and kept advising that we were lying about not receiving their photos when no photos were sent between March 25th and September 19th, unless he sent them from an e-mail account that is different from the one on his order or on this claim. Customer noted at one point that they were having e-mail trouble getting us the photos, so we offered to send a paper warranty packet via USPS for them to fill out and send back to our office for review, which was declined.

  Pictures sent on March 25th had no purchase receipt, which is required for claims. The photos also did not meet requirements for the claim as we could not see both ends of the straight edge. This was on ticket #1209376

  We replied and requested additional pictures, and customer didn't get back to us with additional, proper pictures until September 19th on ticket ******** These additional pictures showed significant staining on the mattress which voids the warranty as liquid damage can degrade the memory foam and is not a manufacturer's defect. Also, the customer did not follow our instructions for the photos, and left the broom head on the straight edge, as well as using a non-straight broom handle in place of a truly straight edge. For these reasons, the customer's warranty claim was declined. Please find attached the photos sent to us by the customer.

  To confirm, here's a link to our Warranty information page on our website, where warranty requirements can be read: ******************************************************

• Initial Complaint

  Date:11/25/2024

  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.

  1. I bought a mattress and was under warranty. The massage head and feet included but stopped working.
  2 . I was told they would fix and they sent parts but had no local tech person. I offered to hire someone but they said they would send me a new ergo base for mattress
  3 Matress arrives but no massage elements included.
  4. I am still deprived for what I originally paid for as a mattress with massage.
  5 they said I agreed but I accepted mattress they sent as one that was a trade would have cost $500 more since their prices went up I assume
  6 I wrote and phoned etc even asked for corporate and was denied so
  Now stuck with a lower grade ergo base and still have no
  Massage elements for my watrantu
  They gave policies to protect themselves but denied me what should be mine as otherwise send me old mattress and I have the parts.

  

  Business Response

  Date: 11/25/2024

  We offered to send the customer a new base, which she accepted. We removed the non-working base and per policy, the old base was destroyed and sent to a land fill. The customer does not like the replacement base and demanded her old base back. We advised the customer and she is unhappy. We certainly apologize for her frustration, but we replaced her base with a "like" model, not the exact model, per our policy.

  Customer Answer

  Date: 11/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:the replacement was not on the level of the original mattress that had additional paid for accessories such as massage on feet and head area . This new one is a lower level  mattress base and not what I paid for
  
  
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 11/27/2024

  We stand by our original statement.

• Initial Complaint

  Date:11/25/2024

  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 have a tempur pedic matress that is damaged. But they will not replace it based off a liquid damaged. They offer a 10 yr warranty it's been 8 yrs. So matress might have a little liquid damage. I would like to use my 10 warranty for my replacement.

  

  Business Response

  Date: 11/25/2024

  As we have advised the customer, liquid or fluid spills onto the mattress void the warranty - Physical abuse or damage to the structure and/or cover material, including but not limited to, burns, cuts, tears, liquid damage, or stains. This Limited Warranty does not cover damage, deterioration or degradation of the mattress 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.