Complaints

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

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• 

  Tempur Sealy International Inc.

  1000 Tempur Way Lexington, KY 40511-1386

  
• 

  Sealy Mattress Company

  1070 Lake Road Medina, OH 44256

• 

  Tempur Pedic Authorized Dealer

  4512 Chamblee Dunwoody Rd Dunwoody, GA 30338

• 

  Tempur Pedic Authorized Dealer

  2860 Cumberland Mall SE STE 1500 Atlanta, GA 30339

• 

  Sealy Mattress Company

  1201 Highway 290 West Brenham, TX 77833

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:11/21/2024

  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 emailed Tempur-pedic about my Tempur-pedic mattress purchased in2015 that became defective they agreed to compensate me with a new mattress. Order details below. The mattress was delivered WITHOUT A LAW TAG. I have contacted them several times in a dispute and they refuse to do anything about this. In state of Arizona it is against STATE Law to sell a mattress with OUT a Law Tag. I think this is a USED mattress. HELP PLEASE! thank you in advance.
  ORDER DETAILS
  Order Number: ************
  
  Ordered on Jun 2, 2024
  
  
  Your order includes items that use our White Glove delivery service. Our delivery partner will contact you to make delivery arrangements.
  
  
  Shipping Address
  
  ******** ***** **** * ****** **** *** ******** ** ********** ***** ********  
  CURRENTLY SHIPPING
  
  
  TEMPUR-ProAdapt Medium Hybrid - Queen
  TEMPUR-ProAdapt Medium Hybrid - Queen
  
  Feel: Medium Hybrid, Size: Queen
  
  Quantity: 1
  
  Status: Shipped
  
  Tracking: ********

  

  Business Response

  Date: 11/21/2024

  The customer has threatened legal action and was told to have her attorney contact our Corporate Legal Team.

  Customer Answer

  Date: 11/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I have NOT threatened Tempur-pedic - I want them to abide by the law and give me a mattress with a LAW TAG as it is unlawful to sell a mattress withOUT a LAW TAG. It specifically says on the LAW TAG -NOT TO REMOVE!  I was sold a mattress withOUT a LAW TAG
  
  
  
  Sincerely,
  
  
  
  ******** *****

  

  Business Response

  Date: 11/21/2024

  We stand by our original comments.

  Customer Answer

  Date: 11/21/2024

  
  
  Complaint: ********
  
  
  
  

  **** ******* ******* ********
  ***** ** * ****** ****** *** ******
  * ********* - Labeling of bedding required
  Universal Citation:
  Learn moreThis media-neutral citation is based on the ******** *********** ** *** ********* ********* ******** ***** and is not necessarily the official citation.
  PreviousNext
  36-796.02.  Labeling of bedding required
  A. A person shall not manufacture, repair, renovate or sell, or have in the person's possession with intent to sell, any item of bedding, unless there is securely attached a clearly visible tag made of substantial cloth or a material of equal quality and attached at the factory.
  B. Bedding manufactured in whole from all new material shall have securely attached a white tag not less than six square inches on which is plainly stamped or printed in black ink in English:
  1. " All New Material" in lettering not less than one-eighth inch in height.
  2. The name and address of the manufacturer or distributor.
  3. The manufacturer's registration or license number if the manufacturer is registered or licensed in another state.
  4. The kind and grade of each material used in filling, expressed in percentages by weight when mixed.
  C. Bedding manufactured in whole or in part from secondhand material shall have securely attached a red tag not less than twelve square inches on which is plainly printed in black ink in English:
  

  Therefore-I received a USED MATTRESS!  and want a NEW MATTRESS with a LAW TAG
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:11/18/2024

  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.

  Date of transaction: 11/12/2024
  
  We purchased a 9" foundation--basically just a box spring--from tempurpedic. It was more expensive than we thought it should be, but figured we would get the product made for our new mattress. On the day of delivery we discovered that we wanted to exchange the 9" foundation for the 5" foundation, but upon calling the company we were informed that foundations are not returnable and not exchangeable.
  
  This policy was not made clear to us during the order process. If it had been clear or pointed out, we likely would not have purchased it from the company. We called the company and they informed us that that is the policy. When I told them we had no communication on this policy prior to purchase, they pointed me towards the website and the representative hung up on me.
  
  I have included a screenshot of what the checkout screen looks like. Unless you scroll to the bottom, there is no mention of a return policy, and you have to click a separate link to get to a return policy page. The link is in the form of the question "what is our return policy?" This link is blocked by a pop-up requesting the customer email (see screenshot).
  
  I think the issue is not even so much the return policy itself (although it is unreasonable), but rather the lack of communication from the company about this policy. Yes, it is there, but it appears that they do their best to make sure customers are unaware of it. This company appears to be operating with a "buyer beware" mindset. I am again requesting an exchange or refund.

  

  Business Response

  Date: 11/18/2024

  Our return policies regarding every product is clearly listed under "Return Policy". This is regarding our bases:

   

  Foundations, TEMPUR-Ease and TEMPUR-Ergo Power Bases, and TEMPUR-Ergo Smart Bases
  While we do not accept returns on Foundations, TEMPUR-Ease® and TEMPUR-Ergo® Power Bases, and TEMPUR-Ergo® Smart Bases, we stand by their quality with compelling warranties. TEMPUR-Ease® and TEMPUR-Ergo® Power Bases, and TEMPUR-Ergo® Smart Bases have a 3-year full parts and labor warranty with a 25-year limited warranty on the frame. If you experience problems with your power base, call us ************ to talk to the Tempur-Pedic specialists at the manufacturer. They can help, whether it’s a simple question or a warranty-related issue.

• Initial Complaint

  Date:11/15/2024

  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.

  11/14/2024
  
  Tempur-Pedic refuses to honor the warranty and tries to weasel out of honoring it. My mattress has a removable cover and it was discolored in the dryer however they are saying stains void the warranty this is not due to any liquid that would ruin the underlying foam it was a female menstrual cycle stain that we tried to remove. Put my through embarrassment and won’t honor my warranty. Do not buy from them!

  

  Business Response

  Date: 11/15/2024

  We stand by our warranty policies and procedures which are published on our website:

   

  "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.
  Damage associated with an improper bed frame, foundation, or adjustable base. See above description of a proper bed frame."

  Customer Answer

  Date: 11/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because nothing made it to the mattress itself only the cover which was removed and washed. Your warranty is a scam as this would not at all affect the mattress and cause it to sag. I’ve told everyone not to buy your products anymore.

  
  
  
  Sincerely,
  
  
  
  ****** *

  

  Business Response

  Date: 11/18/2024

  We stand by our last statement.

• Initial Complaint

  Date:11/12/2024

  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.

  Hello! Hope all is well. We purchased a mattress topper online directly from Tempur-pedic on October 19, 2024. The order confirmation number was ************. The topper arrived in a box and it was rolled up tightly and held in place by shrink wrap. We didn't even need to remove it from it's packaging to know that it's not as firm as we'd like it to be. So, we reached out to Tempur-pedic to begin the return process. We were told that mattress toppers can't be returned and were referred to see their return policy. The policy states initially that "Given the personal nature of these products...". We understand if we had used the product not being able to return it. However, if we buy something online and immediately, without removing it from it's packaging know it's not what we wanted, we should be able to return it. The product is unused and is still packaged and sealed as it was sent to us by Tempu-pedic. All we'd like to do is return the item for a refund. Thank you for assisting in any way possible with this request. If you require any further information, please let us know. Be well!

  

  Business Response

  Date: 11/12/2024

  The customer is correct. All sales on our "personal products", including our toppers are final. There are no refunds, exchanges or returns allowed.

• Initial Complaint

  Date:11/12/2024

  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 encountered a warranty issue with my mattress and sought assistance from Tempur-Pedic. They acknowledged the matter and proposed a warranty replacement. However, the replacement mattress offered as comparable to mine was priced approximately $3,200 higher than my original purchase. A lower-tier model was suggested for a one-to-one exchange, which I declined. Consequently, I reluctantly paid an additional $3,200 on 8-5-2024 for a new mattress that matched the specifications of my original one.
  
  Upon delivery of the new mattress, I began experiencing severe back pain that hindered my mobility significantly. Upon reviewing my order details, I discovered that an incorrect mattress had been dispatched to me. I promptly contacted Tempur-Pedic to address the error, only to be informed that they would not provide a replacement as all sales were deemed final. The error had occurred as they had mistaken my previous order for a medium hybrid mattress, whereas the one delivered to me was of a firm variant.

  

  Business Response

  Date: 11/12/2024

  There is no record of customer advising us that we shipped him incorrect model. There is a call that the customer made complaining of the firmness. He was advised at that time that all exchanges are considered a final sale and there would be no refund, exchange or return made available to him.

  Customer Answer

  Date: 11/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: My previous mattress was a medium hybrid, and I had requested a replacement with the same specifications. I never intended to order a firm mattress, and if that happened, it was an honest mistake. Unfortunately, I was required to pay an extra $3200 for a mattress that was similar to the one I originally had. I am unsure how I ended up with a firm mattress, as I expected to receive the same level of firmness as my previous one.
  
  Sincerely,
  
  
  
  ******* ****

  

  Business Response

  Date: 11/13/2024

  The customer chose the "feel" of the mattress that we delivered. Per the email that we sent to the customer regarding his warranty claim approval, all warranty exchanges are considered final sale and are not eligible for further exchanges, refunds or returns.

  Customer Answer

  Date: 11/20/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I DID NOT select a firm mattress this is incorrect.

  I immediately contacted them when I realized it was the wrong mattress. I even told the delivery drivers to take it back and they told to just accept and to contact tempurpedic for an exchange.even the representative I spoke to was sympathetic with and said "sometimes they make exceptions let me see what I can do" the poor guy went back and forth three times. I just want a medium hybrid like I had before.
  I really just wanted an even swap for my mattress but they forced me to pay additional money for a comparable mattress. this is not fair customers should not be treated this way 
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Customer Answer

  Date: 11/24/2024

  
  All of my communication took place over the phone. The customer service representative I spoke with was named *****. He informed me that this situation has occurred in the past and that he typically receives approval from upper management for a swap. However, he mentioned that after going back three times, they continued to deny the request, which he found frustrating. I feel this is unjust. When I opted for the mattress swap, I expected to receive the same level of firmness. Currently, I am experiencing severe back pain to the extent that I need to take ice baths. I simply want the same level of firmness as my previous mattress. Your assistance in resolving this matter would be greatly appreciated. Thank you.
  

  

  Business Response

  Date: 11/27/2024

  The customer spoke with our Escalations team in September and at that time. Management had denied the customer's claim at that time and the customer was advised. Nothing has changed.

  Customer Answer

  Date: 11/27/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they haven't offered any solution. I paid over $3,000 to upgrade to this mattress, but I received the wrong firmness. I specifically requested the medium hybrid model, which includes springs. All I am asking for is an exchange. They are ignoring my notification to the delivery company about the wrong mattress. I initially hesitated to accept the delivery, but the drivers advised me to accept it and contact Tempur-Pedic for an exchange.
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:11/11/2024

  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 went to a furniture store to purchase bedroom furniture and a mattress. The salesperson swayed me away from the original mattress to a tempurpedic adapt 2.0 medium hybrid.
  Long story short- I am not satisfied with the mattress. I can’t return it but can exchange it. Problem there is, I don’t wish to exchange the mattress period. The mattress is still uncomfortable and I don’t like it. I don’t wish to deal with the store I purchased the mattress from.
  I’ve spoken to several people about the mattress and they only offer an exchange.

  

  Business Response

  Date: 11/11/2024

  When someone purchases from a third party retailer, we do not get involved between the customer and said retailer. The retailer has the customer's money, we do not.

• Initial Complaint

  Date:11/07/2024

  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 Lux Estate King size mattress with Pillow Top, medium feel on Oct 8, 2024. I received the item on October 19, 2024. I immediately called and advised the customer service rep that I ordered the pillow Top mattress I walked the rep. Through the website which navigated you Through the selection specifications of the item. During the selection of the item on the ***** *** ****** website one item is shown with the pillow top however During the check out another. Mattress without the pillow top is shown. I called again to complain about the fraudulent deceitful practices and ****** *** ****** was not willing to assist. They said I have two choices to return the item and pay $175, or pay $875 for the pillow top mattress. I do not feel I should have to pay another dollar for there mistake!

  

  Business Response

  Date: 11/07/2024

  At the time of purchase when you purchased the model, you selected the model you received. If you wish to return the product you must follow the return policy of 175 or pay the upgrade fee

• Initial Complaint

  Date:11/06/2024

  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.

  My husband and I needed a new mattress, but I am a teacher, he is a police officer, and we have a tight budget. Because of this, I thought purchasing a topper from a highly trusted (so I thought) company would provide us with the relief we need until we can afford a new mattress. Well, we got the topper and tried it for about a week, and it has made both of our backs hurt worse, making us resort to sleeping on the couch. I called today to try and make a return, but apparently, I missed the fine print. You can find through a link at the bottom of the page that toppers are not returnable. As someone who uses technology on a regular basis, I missed this, and I am sure many of people have also missed this. I was told there is essentially nothing that can be done. Why do they allow mattress returns but not toppers? Surely, it is easier to do. We are now out of $300 we didn't have to waste, and we could have put towards a new mattress. They should have it clearly stated in checkout for everyone to see, without having to click a link and read the fine print, that these are final sale items. Super discouraged for trusting this company. The market price for these is almost $500 with no return policy? Especially one that is not easily seen?! Horrible customer service.

  

  Business Response

  Date: 11/06/2024

  We have spoken to this customer earlier this morning. She was advised of our published policy regarding final sale, no returns, refunds or exchanges on out toppers.

  Customer Answer

  Date: 11/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  As someone who has a masters in technology integration, it should NOT be that complicated to see that items are final sale.  It should be clearly identified at checkout that items are final sale.  This comes across as purposefully dishonest so people unknowingly (like myself) are stuck with a product they cant use that cost hundreds of dollars.  Hiding a return policy through a link and the fine print at the bottom of the page is not acceptable for any company, especially such a well known company.
  
  
  
  Sincerely,
  
  
  
  ****** **********

  

  Business Response

  Date: 11/07/2024

  We stand by our original statement.

  Customer Answer

  Date: 11/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Just because you stand by your original statement does not make it right.  We will never do business with you all again, and make sure others know about the issue.  I'm sure you all don't care, as you're a huge company, but you should be treating people better.  It might not seem like a lot of money to you all, but it is to us.  Your practices are purposefully deceitful and shameful.  Once again, horrible customer service.
  
  
  
  Sincerely,
  
  
  
  ****** **********

• Initial Complaint

  Date:11/05/2024

  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.

  Temperpedic did not inform me that the a exchange is a final sale, it also doesn’t say anything on the receipt or policy packet I received, all it says is “ only 1 exchange is allowed in your 90 day trial “ I am still in the 90 days from original purchase on 08/18/24 and delivery date was 08/26/24 so I have a trial until 11/25/24 but it is refused saying that the exchange is a final sale, I am disputing this and plan to take it to court as Final sale needs to be stated clearly and it wasn’t!!! I absolutely can not sleep on this mattress and so is my husband, we both have hip pain and never had hip pain before, both mattresses we tried were terrible for us, not what I expected at all from top name mattress company and I would never bought if trial wasn’t offered, sales person said to us “ you have nothing to loose, you can try mattress for 30 nights, if it’s not comfortable you can do the exchange option we offer and if you are still not happy after 30 nights or before 90 days expire you can return for full refund and ship somewhere else for another mattress “, of course now salesperson is denying he said that and we can’t proof verbal statements but it doesn’t have clear statement on the receipt or policy info I was given, I feel that I was tricked in this situation as I would not do the exchange if the salesperson didn’t tell me about it, very dishonest people, can’t believe company like Temperpedic have such poor customer service!!!

  

  Business Response

  Date: 11/05/2024

  The customer was advised in the same standard exchange email every customer receives. If an exchange is made within the 90 night guarantee, that exchange is a final sale. No refunds, returns or additional exchanges are offered.

  Customer Answer

  Date: 11/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did not received such email or any other notification of Final sale, I would have never agree with the exchange if I was aware of this, completely not true re to email!!!
  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 11/05/2024

  We stand by our comments.

  Customer Answer

  Date: 11/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I again was not informed of Final Sale!!! They informed me of only 1 exchange allowed but that does not interpreted as Final Sale!!!
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:10/29/2024

  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.

  I purchased a Breeze ProHi Pillow - queen size pillow for the price of $229 on 5/12/24. The pillow comes with a 5 year warranty. Less than 6 months later, the pillow no longer keeps its shape. There are divots and the pillow no longer supports my neck. I have filed a warranty claim with the company. On 10/29/24 I received a reply from Jessica that they cannot replace my pillow because does not meet the guidelines for replacement. This is not acceptable as the pillow no longer supports my neck as it did when first purchased.

  

  Business Response

  Date: 10/29/2024

  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
  Deterioration of the cell structure of the material that causes the product to not return to its original shape.

  The case images showed a comfort concern / the product was in its original shape, which is not covered by our warranty. ***********************************************************

  Customer Answer

  Date: 10/30/2024

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

  The pillow is not original. It had full support when I purchased it 6 months ago. Now, when I lay on it, I have to keep moving it around because it does NOT return to proper shape. I have zero clue how I could even capture that in a normal photo. 

  
  
  Sincerely,
  
  
  
  Robert Raso

  

  Business Response

  Date: 10/30/2024

  We stand by our original statement.