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

  
• 

  Tempur Pedic Authorized Dealer

  2860 Cumberland Mall SE STE 1500 Atlanta, GA 30339

• 

  Tempur-Pedic Flagship Store

  4400 Sharon Rd Charlotte, NC 28211

• 

  Tempur-Pedic

  2261 Q St NE Ste 2B Albuquerque, NM 87110

• 

  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: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.

  Sealy just lied to me. I ordered these items on 10/24 and the charged show pending on my credit card. On Friday I asked for the order to be cancelled. They said they would.
  
  After several phone calls and emails the last email about 30 minutes ago said the order had shipped and that in order to proceed I would need to pay $175.00
  
  They are “harassing me”
  
  Please Help.

  

  Business Response

  Date: 10/29/2024

  Outside of the two hour window that the site allows for self service. Outside of this time frame we cannot guarantee any returns, and a cancellations fee may applyy

  Customer Answer

  Date: 10/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: at no time was there ever any mention of a cancellation fee neither when I called to request cancellation.  The representative only said he would put the order on hold and that I would get an email response from that team.

  When I had not heard back from them on Monday I also spoke to 3 or more on 3 or more calls their representatives who also made no mention of the $175.00 cancellation penalty.

  As I do intend to place an order for the mattress which I do need Sealy should issue back a credit to compensate.  I don’t need the ***** ***e.  All Sealy needed to do was modify the order not try to FORCE me the consumer to pay for something I did not need.

  If contacting their Corporate Office is the only way to get a resolution in my favor then so be it.  I am sure I am not the first consumer that has been mistreated in this way.  Sealy needs to be made aware.  

  
  
  
  Sincerely,
  
  
  
  ****** ********** ***

  

  Business Response

  Date: 10/30/2024

  We stand by our original statement.

  Customer Answer

  Date: 10/30/2024

  
  
  Complaint: ********
  
  
  
  I stand by my original statement
  
  
  
  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.

  ****** told me she would exchange my pillow for another one since it was causing me problems. I said let me call the store first to see if I can pick one up I’ll call back ! Store was no help so I called back and has been getting the run around ever since . I even left a message for ****** to call me and she never did ! So I called back. ******* lied and said it would take 1-2 days for the other team to review ! After 10 mins of hanging up he sent an email saying that he didn’t hear anything about a replacement on the call !! Complete ** 1-2 days turned into 10 mins ? He had no Intentions of sending my info to that department to reach a resolution! He is trying to cover for ****** mess up! I know what she told me. I have no reason to lie. There are some lying employees that work at Tempur Pedicure! They need to be retrained! I am highly ticked off ! These pillows are too expensive to be going flat and causing pain. This pillow has caused me so much neck pain!! I Would like to get a different pillow . It’s not like I’m asking for money back .

  

  Business Response

  Date: 10/29/2024

  The call was reviewed by our agents and nowhere was a replacement offered. I apologize for any miscommunication or misunderstanding

  Customer Answer

  Date: 10/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they clearly erased what she told me !   This is poor customer service!!! 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 10/31/2024

  Here are records of the customer's contacts with us:
  
  - A call from the customer directly inquiring on the status of their order. Agent was able to pull up the order and confirmed the item was corrected to the item the customer wanted.
  
  - A call from the customer directly to our Escalations team, advising that the pillow was hurting their neck and head, and that the pillow goes flat at night. Since the item is expected to react to your body's unique weight, shape, and temperature, the information the customer provided did not meet our requirements for Damage on Delivery exchange (not return, as returns are not available for those items). This was the call the customer was noting that they were told we'd exchange the item for them, as it's the only contact where she spoke with the agent who she says told her we'd exchange. It was noted by the agent on the call that "I can get it exchanged for you" (It was so fast I didn't even hear it on the first listen through of the call, because the customer shut down the agent quickly) when the customer noted that it seemed damaged on delivery, but the customer said that she did not want an exchange and only wanted a return. The agent then advised the customer to return to the store. When the agent said we could get it exchanged, that was under the presumption that we would follow our standard processes. Since the customer would not let the agent get an exchange started at that time, there was no need for the agent to explain the remainder of the process for if we were to try to exchange it. For Damage on Delivery issues, we certainly can exchange the items if the customer brings it up to us, even if it's a pillow or other personal item, however we have to have photo evidence of the damage to the item. This is the part the customer missed, because she declined the exchange on that call and wouldn't let the agent finish explaining the exchange process. In our system, this is the ticket # *******, where the call is recorded.
  
  1/2
  

  Customer Answer

  Date: 10/31/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I would like to exchange it like the rep told me! She never mentioned sending any pics so what do I need to do to exchange for a different pillow ?
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 10/31/2024

  Here are records of the customer's contacts with us:
  
  

  • A contact from the Tempur Retail Store (the store our company owns and operates directly) regarding the order for this pillow from 09/23/2024, because the employee who entered the order entered it with the wrong item on the order. Our order management team got the order corrected to the TEMPUR-Breeze ProHi Pillow in Queen size, per the request.

  
  

  • A call from the customer directly to our customer service inquiring on the status of their order, and to make sure the order had the correct item number on it. Agent was able to pull up the order with the customer's name and confirmed the item was corrected to the item the customer wanted.

  
  

  • A call from the customer directly to our Escalations team, advising that the pillow was hurting their neck and head, and that the pillow goes flat at night. Since the item is expected to react to your body's unique weight, shape, and temperature, the information the customer provided did not meet our requirements for Damage on Delivery exchange (not return, as returns are not available for those items). This was the call the customer was noting that they were told we'd exchange the item for them, as it's the only contact where she spoke with the agent who she says told her we'd exchange. It was noted by the agent on the call that "I can get it exchanged for you" (It was so fast I didn't even hear it on the first listen through of the call, because the customer shut down the agent quickly) when the customer noted that it seemed damaged on delivery, but the customer said that she did not want an exchange and only wanted a return. The agent then advised the customer to return to the store to see if the store reps could assess the pillow and see if it seems damaged on delivery, and if so, the store manager might have been able to help. The call was ended, and it seemed like the customer would contact the store. With that being said, when the agent said we could get it exchanged, that was under the presumption that we would follow our standard processes. Since the customer would not let the agent get an exchange started at that time and agreed to return to the store, there was no need for the agent to explain the remainder of the process for if we were to try to exchange it. For Damage on Delivery issues, we certainly can exchange the items if the customer brings it up to us, even if it's a pillow or other personal item, however we have to have photo evidence of the damage to the item. This is the part the customer missed, because she declined the exchange on that call and wouldn't let the agent finish explaining the exchange process. In our system, this is the ticket # *******, where the call is recorded.

  
  

  • A call with the customer on 10/03, where the customer advised the store would not help her since the pillow wasn't defective and didn't show signs of damage. The agent advised the customer to submit a warranty claim. A warranty claim was never filed by the customer.

  
  

  • A call on 10/10, where the customer was calling back to speak with the original agent, who was unavailable. The agent on this call advised the customer to call back in10 minutes, as the original agent would be back by then most likely.

  
  

  • A call on 10/16, asking to speak with the original agent. Our Escalations team received the call, and confirmed with the original agent that the customer was sent back to the store and advised to do a warranty claim.

  
  

  • Finally, a call on 10/28, which I handled for the customer, where I went back and listened to the call. On my first listen, I missed where the agent said we'd do the exchange, but re-listening to it, I do hear where it was offered, but that exchange offer was shut down by the customer before the process could be explained.

  
  
  
  Customer has not provided pictures of the item in any of their contacts with us, and if the pillow is damaged or defective, we'll still be glad to get it exchanged for them, however they need to e-mail the picture(s) to us before we can approve a DOD/Warranty exchange, so we can confirm the issue.
  
  
  
  Please find below a link to the return/exchange policy:
  
  ***********************************************************
  
  
  
  I have followed up with the customer via e-mail requesting pictures to confirm the state of the item, and to clarify the above information.
  
  E-mail sent to the customer (today) below:
  
  We've received your claim through the Better Business Bureau, and have replied to it. This e-mail is to notify you that we're still glad to work with you, however we need to receive confirmation of the damage or defect to the product - in the form of pictures illustrating the defect.
  
  I'd also like to note that I went back and listened to the original call again, and I do hear where the agent noted she'd exchange the item for you. On that call, the exchange idea was shut down by you so quickly that the agent was unable to explain how that process works, which is by us receiving pictures from you which confirm the damage or defect to the product. This portion of the exchange wasn't mentioned by the agent because you advised you'd take it to the store to see if they could confirm the damage/defect and complete a return/refund for you, instead of doing an exchange.
  
  Please submit pictures of the product on this ticket by replying to this e-mail and attaching the photos as an attachment. Please ensure there are no linens or weight on the item when you take the picture, and for 30 minutes before taking the picture, to ensure the item is in its natural shape without normal deformation from the visco-elastic memory foam's reactivity to weight.
  
  If we're able to confirm from your pictures that the item is damaged or defective, we'll be glad to get it replaced for you, however we cannot complete a refund for the item.
  "
  
  Thank you.
  
  *******
  

  Tempur-Sealy Escalations Specialist

  Customer Answer

  Date: 11/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Please transfer this to someone higher other than *******!!! 
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:10/24/2024

  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.

  Purchased a Tempurpedic ProAdapt mattress and have an indentation already. The indentation is 1 inch, more than the required 3/4 inch Tempur Sealy for warranty replacement. We Purchased this very expensive king size mattress due to their 10 year warranty and customer reviews. We have been denied warranty replacement twice now even though we show in the images they require you attach to their warranty claim form on their website. Searching online we have found many stories of customers getting g warranty denied with little to no reason at all for the denial other than the claim not meeting their warranty replacement guidelines. We believe that to be deceptive advertising and business practice. Our mattress is practically new with no signs of abuse. All we want is the mattress to be replaced as promised in their 10 year warranty guarantee. It's one of the top reasons consumers purchase from Tempurpedic. I now suffer from back aches and recently a pinched nerve in my neck for which I am seeing a chiropractor for. If this had been a sub 1000 dollar purchase I would have chucked it in the trash and replaced it by now. However, it wasn't a cheap purchase and we expect Tempurpedic to stand by their products.

  

  Business Response

  Date: 10/24/2024

  Here is what the warranty team sent the customer and all decisions of the warranty team are final:

   

  Hi ******* *******,
   
  Thank you for completing our warranty claim process. Our team has had a chance to review your submission and photos. Unfortunately, based on the information you’ve provided and the details you’ve shared, we cannot approve your claim at this time. Your documentation does not show that your product meets our guidelines of warranty coverage to be approved for a full replacement at this time.
   
  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.?
   
  It is for these reasons that we cannot approve your warranty claim. 

  Customer Answer

  Date: 10/24/2024

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

  I have provided proof that the indentation is beyond 3/4. The photo clearly shows the indentation is at or above 1 full inch. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 10/25/2024

  The claim was denied due to staining on the mattress, not because of the depth of the dip. The customer has been advised of this. All decisions issued by the warranty team are final.

  Customer Answer

  Date: 10/30/2024

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

  There is no staining on the mattress. Even if there had been, one would expect it to be a MAJOR spillage event that would cover the entire mattress for it to somehow affect the warranty and the mattress performance. Also, your previous message said it was denied due to not meeting the sagging depth requirements. This new message says it was due to a stain. Which is it? To add, how does a tiny stain on the top cover directly impact and result in mattress sagging only in the areas where our bodies sleep every night? The responses from this company are clearly excuses to deny customers warranty claims. Our mattress is clean and well taken care of as evidenced by the many photos as proof. Tempur Sealy has many complaints against them during the last 6 years. The quality of the Tempurpedic brand and it's mattresses are nowhere near what they used to be 10 or 15 years ago. We have clearly shown proof of our defective mattress and still this company will not honor a 10 year warranty that were only 3 years into. The warranty and quality claims by Tempurpedic are misleading and falsely advertised. We have already sent communication to the legal team at Tempur Sealy and will be following up with a small claims case thereafter.
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:10/21/2024

  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 received a replacement mattress under warranty from Tempur-Pedic however I am highly unpleased with the mattress as it feels like you were sleeping on the ground I contacted Tempurpedic regarding this issue asking for them to switch me out to a softer mattress more comparable to the one I had before at which I was told warranty mattresses are final and cannot be submitted for warranty and or exchange I tried explaining to the representative that this mattress was much more firmer than my previous one and that I was advised that was not going to be the case they were very rude and told me that there was nothing they could do with the warranty mattress that it was final and then if I didn't like it I would need to purchase a new one

  

  Business Response

  Date: 10/21/2024

  As part of the information given when you accept the warranty credit, the mattresses are non returnable non refundable and non exchangable, This is included in all warranty approvals and your acceptance of the credit is also acceptance of the terms

  Customer Answer

  Date: 10/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  HOW IS IT FAIR I PAY ALMOST 5K FOR A MATTRESS THAT HAS DEFECTS AND YOU GUYS FORCE ME TO PICK A MATTRESS FROM A WARRANTY LIST ONLY WITHOUT GIVEN THE OPPORTUNITY TO LAY ON IT ETC THEN WHEN I RECEIVE IT AND CANT SEEP ON IT BECAUSE IT HURTS MY BACK YOU GUYS SAY TOO BAD YOUR OUT OF LUCK I NEVER ASKED FOR THE DEFECTS I RECEIVED TEMPURPEDIC NEEEDS TO MAKE THIS RIGHT AND PUT THE CUSTOMER FIRST FOR ONCE THIS IS CLEARLY NOT OK I LIKED THE MATTRESS I HAD BUT THAT WASNT AVAILABLE TO CHOOSE ON THE WARRANTY LIST PLEASE EXCHANGE THIS MATTRESS FOR A SOFT PROADAPT IM NOT ASKING FOR MY MONEY BACK I SIMPLY WANT TO BE ABLE TO SLEEP IN MY BED AGAIN !!! 
  
  Sincerely,
  
  
  
  ******** *****

  

  Business Response

  Date: 10/24/2024

  Our warranty policy is listed and given with every approval. Use of the warranty code is agreement to the terms of the warranty.

  Customer Answer

  Date: 10/24/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: i never asked for the defects to be in my mattress I simply asked for tempur pedic to do right by their customers I want this bed switched for the soft version so I can sleep in my bed again. 
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:10/17/2024

  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.

  The quality of the mattress delivered to my home on Oct 11 is questionable. Already there is a clear depression in the mattress, on both sides. On the second night I was forced to switch the mattress around and experienced the same discomfort. I am 65 years old, and diagnosed with L4 and L5 disc challenges which causes extreme sciatica pain. To sleep on this mattress for 30 day will become debilitating. I need someone to call me right away about this mattress which was supposedly produced on Oct 7. This mattress does not sleep like a new mattress, and I paid over $3k for it.

  

  Business Response

  Date: 10/17/2024

  The customer MUST call us at ************, M-F between 10a - 6p Eastern time. She needs to advise the representative that she needs to do an exchange and we will handle that for her.

  Customer Answer

  Date: 11/01/2024

  
  
  This is the 2nd complaint against ****** * ****** ****** I was allowed to return the 1st mattress which was a Queen medium firmness, received on Oct 11. It was defective and had an obvious depression after sleeping on the mattress for 2 nights. A new mattress should not deteriorate so much so soon. I weigh less than 140 lbs so I am certain my weight is not a factor. *** obviously disagreed with me and charged me $175 to return the mattress. Giving *** the benefit of the doubt, I tested mattress in a local store and decided to order a Queen Lux Firm mattress, with a pillow top. I received the mattress on Oct 29 and again I have the same issue — there is an obvious depression in the mattress which after a 2nd night of sleep causes back pain. I spent a total of $3,672.83 on over the course of one month on mattresses that are a piece of junk, and in no way adheres to the literature explicitly stated on the *** website. Honestly their mattresses are in no way the quality workmanship they advertise. I want all of my money back. Return Order # ********* Replacement Order # **********

  

  Business Response

  Date: 11/01/2024

  Our Company policy dictates that when a customer does an exchange, that is considered a final sale. No returns, refunds or additional exchanges are allowed. That being said, the customer does have a ten year limited warranty. We invite them to go to ************************ to do so.

  Customer Answer

  Date: 11/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I received a new mattress, paid more for it and experienced the same issue. As a result I submitted a new complaint on Oct 31 to just get a complete refund as the mattress quality is not as advertised on their website. $3600+ is too much to pay for a poorly made mattress. I am a retiree and do nit have money to waste on a product that I have to jse daily and causes back and leg pain. A picture of the new mattress received on Oct 29 is attached. This is after 3 nights and will only get worst.
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:10/14/2024

  Type:Delivery 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 recently ordered a Tempur-Pedic mattress topper for my boss. After placing the order,
  I received an email from Tempur-Pedic stating that I needed to provide them with copies of confidential documents (credit card bill, utility bill, etc) in order to prove my address. These documents are private and confidential. Releasing them puts my boss (and all consumers they ask this from) at risk and vulnerable to identify theft and scams. This is not a government agency that has the right to request documents of that sort, this is a commercial company selling a retail product! They do not have the right to ask this of their consumers, especially in this day and age when virtual scams are growing rapidly. If they need to verify an address, it should be done in a safe and secure manner.

  

  Business Response

  Date: 10/14/2024

  Whenever an order is held for confirmation, it is to protect the customer. The only way to confirm that someone is not attempting fraud is to "prove" who they are by submitting documents that prove as much. If the customer refuses, we simply will not ship the order.

• Initial Complaint

  Date:10/11/2024

  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 this mattress after being swayed by their advertisement, but the actual product left me disappointed. I opted for the ******** Firm bed, hoping it would help alleviate my back pain. Having searched for a firm mattress for quite some time, I decided to invest about $5,000, assuming that something this expensive would provide real relief. However, this bed turned out to be worse than my previous one, which cost only a fifth of the price. It’s hard to believe that a ********** mattress, which I paid much less for, offers more comfort than this one. Is it just clever marketing? If so, this practice is unfair to both customers and competitors who are making better products than Tempur-Pedic.
  The ******** wasn’t firm enough for me, so I contacted customer service to return it. That’s when I discovered a $175 return fee that they conveniently buried in the fine print. To avoid paying return fee and hopping to find a better one, I asked the customer service agent if they had a firmer option, otherwise, I was ready to proceed with the return. They recommended the ******** 2.0, and because it was an exchange, they promised to waive the fee. I thought that may work for me. But there was a catch: the sale would be final.
  When the new mattress arrived, I was even more disappointed—it was softer than the first one. Now I’m stuck with a bed that’s even worse, and I had to pay an additional $650 for it! It feels completely unfair that I was misled into an exchange that cost me more money for a worse product, with no option for a return due to their “final sale” policy. They hid the details in fine print and recommended a product that wasn't better than the last one, and now I feel tricked. It’s simply not right.

  

  Business Response

  Date: 10/11/2024

  We're sorry to hear of the customer's comfort issues. The customer was advised of the $175 shipping fee on his exchange as well as the final sale policy on his exchange as well.

  Customer Answer

  Date: 10/14/2024

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

  
  
  The fee policy was not made visible enough to me as it was highlighted "90-night risk free trial". Yes, I was informed that this would be a final sale. But your customer service agent recommended this model, claiming it would be firmer than the other option, which turned out to be completely false. I feel deceived, as I was pushed into an exchange instead of being given the option to return the item. This is unacceptable business practice.
  Your product seems to be of the same or even lower quality compared to other brands, yet you're charging a much higher price. Given how expensive your product is, this issue cannot simply be overlooked.
  Since no resolution has been offered, I will be reaching out to consumer protection and FTC to request a formal investigation. If they determine that hiding important policies in fine print is acceptable, I will accept their decision.

   

  
  Sincerely,
  
  
  
  ******** ******

  

  Business Response

  Date: 10/14/2024

  We stand by our original statement.

  Customer Answer

  Date: 10/15/2024

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

  That is nor fair and I am demined to take it further. You will hear from me shortly.

  
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:10/08/2024

  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) Transaction took place on 9/29/2024. Purchased $6347.60 from their MAIN webpage and opened a credit to take advantage of their promotion. Received order confirmation on the same date via email.
  2) Received another email on 10/1/2024 stating the order is being processed.
  3) Received 3rd and final email on 10/2/2024 "Your Tempur-Pedic® order is ready to ship and will be picked up soon. Rest assured, we'll send a shipping confirmation email in 2-3 business days. Because we know it's hard to wait for life-changing sleep, you may check the status of your order on our website at any time."
  4) Did not receive an update since and called the customer service line on 10/8/2024
  5) They told me the mattress I purchased is no longer in stock and they can get me an "upgrade" from an item on their OUTLET website.
  6) Voiced my concern about the item being "not returnable" since it's a closeout sale. She stated the item I initially purchased is also a closeout sale and isn't returnable and that I will see it on my receipt. I disputed stating that no where on my order confirmation and receipt did it state that my item is a close out. Her response is that I can cancel my order but I have to pay $175 fee then hung up on me.
  
  Why am I responsible for paying a fee for an item that they do have inventory of and failed to deliver and keep their promise? I also opened a credit card account which affects my credit. Why was I not notified about the initial purchase not being available, and I had to call them 6 days later from the final email. And to make matter worse, she hung up on me. I spent nearly $20000 on their mattress and this is how you treat your customers?

  

  Business Response

  Date: 10/08/2024

  We do apologize for what sounds like confusion on the part of the customer service rep. The customer should call back at ************ and ask for the Escalations Team. Whomever answers will be happy to listen and guide the customer.

  Customer Answer

  Date: 10/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: What is with this half ***** apology? "it sounds like a confusion from service rep?"  What is the confusion about?  I purchased a mattress that you no longer have in stock so your customer service rep told me to get another mattress or I can cancel my order but I have to pay $175 for an item that you dont have possession of.... Then proceeds to hang up on me.   I also opened a credit line which affects my credit.

  So I am the one that needs to call again and request for an escalation team so I can guide YOU the business that failed to keep your end of bargain, charging me a fee, and hung up on me to find a solution?  

  How about a genuine apology to start?   How about reaching out your hand and ask what we can do to amend the relationship and make it right???  Or you just dont give af since I spent my money on your product and you will have plenty others?

  
  
  
  Sincerely,
  
  
  
  ***** ***

  

  Business Response

  Date: 10/14/2024

  We stand by our original response.

  Customer Answer

  Date: 10/16/2024

  
  
  Complaint: 22396372
  
  
  
  I am rejecting this response because: I stand by my original complaint.  
  
  
  
  Sincerely,
  
  
  
  ***** ***

• Initial Complaint

  Date:10/08/2024

  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 matteress i paid almost 5000 after using it for 14 days i realized it was not the mattress I wanted and they excahnged it and yet again it was the wrong one and they refuse to exchange it this is a 5000 mattress and they said it would be no problem for exchange and yet they are ignoring me im so frustrated this isnt cheap and i cant sleep. please help i want an exchange

  

  Business Response

  Date: 10/08/2024

  When a customer purchases a new mattress from us directly, they age given a 90 night guarantee so if they're not satisfied with their purchase the customer can either return the mattress for refund or they can exchange for a new mattress. The customer is only entitled to ONE exchange and that exchange (which is detailed in the email they are sent) is considered a final sale. If the customer believes there are structural issues with the second mattress, they can file a warranty claim.

  Customer Answer

  Date: 10/09/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I called them 30 days after originally because they made a mistake on the first mattress, they told me I had 30 days and if I wasn’t satisfied, they would exchange it and then not living up to their bargain please help me this is not a cheap mattress. I need your help exchange it or give me my money back.
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 10/09/2024

  We are still standing by our original statement.

  Customer Answer

  Date: 10/11/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I complained 30 days of trying the firm mattress. I am 80 yrs. Old and have allot of medical problems. *** ********** ***** ** **********The mattress was very hard and extremly uncomfortable. I have been sleeping on my couch. My Dr. said, I should be on a soft to medium mattress. Not a firm! When I told the sales women my problems she should have known the right mattress to suggest for me. I had asked Tempur-Pedic to exchange the hard mattress for a medium. They delivered a medium hybrid . I was not informed that they were giving me a hybrid. I never wanted the hybrid. There was a lack of communication. I told them I didn’t want the hybrid and they said, they only do one exchange. I understand that it’s their policy .they should make exceptions . I asked for a refund and they refused!!  But, in their brochure it states , If we can’t find a way to make you happy , we will refund your money, less shipping charges and restocking fees. They refuse to refund my money. I’m stuck with a $3600 mattress that I can’t use.,I would like to have a refund. Thank You for any help you can give me!
  
  
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 10/11/2024

  The Regional Director over the S.E. has called the customer.

• Initial Complaint

  Date:10/01/2024

  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 2 Tempur-Cloud Adjustable pillows May 1, 2024. After use for only a short few months, they are flat despite “fluffing” as recommended. No amount of fluffing is fixing the issue and they refuse to honor their warranty which states “Deterioration of the cell structure of the material that causes the product to not return to its original shape”. I had my previous pillows for 5+ years from them without this issue. I’m just asking to be treated fairly and either given a credit to purchase a different product (since this product is horrible) or sent new of the same pillows per their warranty.

  

  Business Response

  Date: 10/02/2024

  Tempur-Cloud Adjustable Pillows are manufactured with chunks of memory foam that are intended to be adjusted by "fluffing" the item to ensure the foam is present in the areas of the pillow you require support the most. According to the images provided by the consumer, when compared to the images of the product on the purchasing page on our website (link below and screenshot attached), our Warranty team has determined (over multiple reviews of the claim and photos) that the pillows do not meet the requirements for warranty exchange. The pillows were determined to be setting in their manufactured state, and can be "fluffed" to gather the internal chunks of foam where support is needed.

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

  It was for these reasons that the warranty claim was denied. 

  Thank you.

  Customer Answer

  Date: 10/02/2024

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

  As I’ve stated multiple times, no fluffing or moving the foam around has helped this issue. This pillow is marketed as a medium/firm support and the consumer should not have to adjust the foam multiple times a night to prevent it from going flat. I am asking for you to treat me fairly and uphold your warranty and honor your commitment and stand behind your product. This product has only been used for less 4 months and is flat which is clearly a defect or enough fill wasn’t added. Please do the right thing and be fair to your customers because ultimately you are losing a long term customer over $100. 

  
  
  
  
  Sincerely,
  
  
  
  ****** *

  

  Business Response

  Date: 10/07/2024

  We stand by our Company policy. All sales on our "personal" items are final.