Complaints
This profile includes complaints for Tempur Sealy International Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 693 total complaints in the last 3 years.
- 181 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/30/2024
Type: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 my mattress via the Tempurpedic online website. Mattress was supposed to be delivered last week. Appointment was set, we received a call and no one showed up, and now the mattress is sitting in some warehouse down the road. Our area wasnt affected by hurricane but yet they cant deliver for some reason. Tempurpedic customer service has no information, cant get ahold of the delivery service, and wont give me a refund. The customer service agent Hope was an argumentative snobby bitch. I should apply for a job at Tempurpedic so I can get paid to do
nothing too.
Business Response
Date: 09/30/2024
DOT and the state of GA prohibited the delivery teams ability to be on the road in GA due to the hurricane. We have sent the CX a scheduling text for a delivery appointment.Customer Answer
Date: 10/01/2024
Complaint: ********
I am rejecting this response because: ***** ******* ****** *** are all delivering. This is incompetence and laziness.
Sincerely,
******** ******Initial Complaint
Date:09/27/2024
Type: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 made an order for a mattress, pillows, and a 5" foundation on July 7th. July 8th I called them to request a change in the order to a 2" foundation. They charged me $175 to make that change.
The delivery date was set for Saturday, August 10th. The delivery people showed up with the mattress and pillows but they only had the options of a 5" or a 9" foundation on the truck, neither of which were what I needed or paid for to exchange in the order so they were not taken off of the truck and the delivery guys made note of that for me. It was not their fault.
So then I had to call and contact customer service again to request that they please deliver the correct 2" foundation that failed to be delivered. I also requested that they refund me the $175 they charged me since the exchange was apparently not made. I have waited 3 months for this foundation only to have them tell me that I have to receive it on a Wednesday or a Friday, no other option and would not accommodate me to deliver on Saturday again.
I am a single mom who works full time and can not afford to take a day off work to fix this delivery issue, which is Tempur-Pedic's fault. I tried to email several times to no avail, so I used a rare 15-minute break at work to call customer service and asked to speak to a supervisor. The lady on the phone claimed that she was a supervisor and that there was nothing they could do for me.
My only choice was to lose income in order to get my foundation or get a refund. So, I told her to refund me the money, and I will never use Tempur-Pedic again. What a horrible disgrace of "customer service." I have been without a foundation and waiting all of this time (3 months) for them to remedy their mistake, and they refused to do it (without costing me a day of income). She dared to put the whole blame on me for making the original order for a 5".
Unbelievably rude and rigid and wrong.
It should have been delivered as ordered on Saturday August 10th. I still need it.Business Response
Date: 09/27/2024
We certainly apologize for any delay the customer has experienced. Tempur Sealy does not do deliveries. We have independent contractors that do our deliveries for us, so therefore, we don't schedule deliveries either. The delivery companies work for many companies and they have their own routes. Again, our apologies for any inconvenience this has caused.Customer Answer
Date: 09/27/2024
Complaint: ********
I am rejecting this response because:You were responsible for having the correct item that was ordered to be delivered on August 10th. You failed to have the correct foundation sent to me when it was supposed to be sent. This has resulted in an inability for me to ever receive it without your direct intervention. It was and is not the 3rd party's responsibility.
Sincerely,
***** ********* ******Business Response
Date: 10/01/2024
I apologize for any inconvenience or delay this has caused we are working to get this issue resolvedCustomer Answer
Date: 10/08/2024
Complaint: ********
I am rejecting this response because:The issue is still not resolved.
Sincerely,
***** ********* ******Customer Answer
Date: 10/11/2024
Complaint: ********
I am rejecting this response because:The issue is still not resolved.
Sincerely,
***** ********* ******Business Response
Date: 10/11/2024
The customer was advised by the delivery company that she is in their "Zone 3", which means she is so far away from them, they only deliver 1-2 times a month in her area and not on Saturdays or Sundays. Additionally, we have refunded the customer for the cost of the base.Customer Answer
Date: 10/14/2024
Complaint: ********
I am rejecting this response because:I feel like I am discussing this with a brick wall.
When I made the order everything was scheduled to be delivered to me on a SATURDAY. If your business had done it's job correctly then I would have everything I ordered already.
The fact that your business failed to deliver the correct/ordered items has led to this complaint.
A refund has not remedied the issue and your company has failed to deliver the item that SHOULD have come to my home on the day, or a day, where I can be present to receive it. A Saturday. As I originally paid for and planned ahead for.
Sincerely,
***** ********* ******Initial Complaint
Date:09/25/2024
Type: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 pillow that was advertised as a medium firm. The pillow that arrived was a super soft at best. It compressed down to about an inch thick with just the weight of laying your head on it. I immediately contacted tempur pedic about the issue and was met with instant resistance. They quoted the return policy without even listening to the issue or offering any sort of help to fix the problem. They falsely advertised the pillow and refused to help in any way. They are a crooked company and stole my money. I was a life time customer and will never buy a single product from them again. I am also contemplating returning the mattress I had bought just weeks prior after this incident. They way they tested me and this situation is unacceptable.Business Response
Date: 09/25/2024
If the customer believes there's a physical issue with his pillow, he is more than welcome to submit a warranty claim here: www.warranty.tempurpedic.com, but all sales of our pillows are final.
Customer Answer
Date: 09/26/2024
Complaint: ********
I am rejecting this response because: I have already gone down that route and was met with the same resistance. They claimed that there is nothing wrong with the pillow and that there is nothing they can do. This company has stolen my money and left me with a pillow that was falsely advertised. Please look into the actual history of this issue before responding a generac response.
Sincerely,
******* ******Business Response
Date: 10/01/2024
A perceived comfort issue with a pillow is not grounds under our policy to return or refund a final sale itemCustomer Answer
Date: 10/02/2024
Complaint: ********
I am rejecting this response because: This is not a comfort issue. As I have mentioned the pillow collapses to almost flat with just the weight of my head. A medium firm pillow should not do this unless it is defective or falsely advertised as the wrong firmness. The fact that you will not address this and just keep spouting off auto scripted responses is appalling and says a lot about your company and the customer service you provide. Your company is a bunch of thieves that refuse to work with a legitimate product issue. You have lost a life long customer and I will steer everyone I know away from your shady company.
Sincerely,
******* ******Initial Complaint
Date:09/24/2024
Type: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 dispute has to do with "voided warranty". Some staining on the bed from night sweating, has voided my warranty claim on my 5 year old mattress.Business Response
Date: 09/24/2024
Attached you will find paragraph 3 of our Warranty Denial criteria:
This Limited Warranty does not cover:
A normal increase in softness of the TEMPUR® pressure-relieving material which does not affect the pressure-relieving qualities of the mattress.
Comfort preference.
Physical abuse or damage to the structure and/or cover material, including but not limited to, burns, cuts, tears, liquid damage, or stains. However if there is a warranty defect not caused by the abuse or damage then the mattress would be covered under the standard warranty.Customer Answer
Date: 09/26/2024
Complaint: ********
I am rejecting this response because: If i accept it, the claim will be closed. At the end of the email, it stated " However if there is a warranty defect not caused by the abuse or damage then the mattress would be covered under the standard warranty." The defect is not caused by abuse or damage. I rotate the bed every six months and clean the top cover every time I rotate it. The staining that you see in the image where I was trying to show the "split/divot" in the mattress is caused from normal night sweating. Nothing has been spilled on the mattress to cause damage. I guess I'm just confused how a company can void a warranty because a person sweats at night, especially when Tempur-Pedic mattress are known to increase body temp because of the thick foam material. I love my mattress and do take care of it.
Sincerely,
****** **********Initial Complaint
Date:09/24/2024
Type: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 TEMPUR-Cloud® Adjustable Pillow - King from Tempurpedic on May 28th 2024. The product was in poor quality, with an inner casing that is extremely brittle. This casing broke shortly after receipt. I contacted tempurpedic for a replacement and they replaced the pillow under warranty, but required an exorbitant shipping fee of $18.
It makes absolutely no sense for the customer to have to pay for shipping on a replacement when the original product was faulty and manfuactured extremely poorly.Business Response
Date: 09/24/2024
Unfortunately, we do not reimburse for shipping charges.Customer Answer
Date: 09/26/2024
Complaint: ********
I am rejecting this response because:The business's response is unreasonable. Their products are poorly made, hence why they frequently fall apart shorlty after purchase and then they charge you ridiculous shipping fee to get their faulty product replaced with another likely soon to be faulty product under their warranty program. One of the most ridiculous consumer policies in existence
Sincerely,
***** ****Business Response
Date: 09/27/2024
We stand by our original response.Customer Answer
Date: 09/30/2024
Complaint: ********
I am rejecting this response because:Tempurpedic's warranty policy is unreasonable. I will be filing a complaint with the attorney general's office and filling a dispute with a credit card company.
Sincerely,
***** ****Initial Complaint
Date:09/23/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a bed and base September 12 that delivered September 19. From the time they installed, the base had issues. The foot section did not lower when they were doing a demonstration. Now the massage function goes in and out. They said they submitted a ticket and I’d get a text. I didn’t get one so I called the Tempur-Pedic flagship store I bought from. The worker who picked up said he can’t see anything and to call Sleep Outfitters. I called Sleep Outfitters and they said to call Tempur-Pedic because they have no information. After several calls, finally, it’s determined that a ticket was submitted on the 19th. I was assured this would be resolved quickly but that’s not been the case. Extremely disappointing. How can you charge $7500 for a bed and base that doesn’t even work and no one has any clue what’s going on. Come take the base. I’m done with Tempur-Pedic.Business Response
Date: 09/23/2024
The customer has filed a warranty claim and he should have received an email from the Warranty team advising him that they will be in touch via email in the next 1-3 days.Customer Answer
Date: 09/26/2024
Complaint: ********
I am rejecting this response because: Tempur’s local store said they would call—didn’t. Tempur corporate said they would call—didn’t. ***************, which delivered the faulty base, is no help. Meanwhile, I’ve still had this base that doesn’t work for a week. Imagine paying $7500 for such trash service. They are so quick to drop off things that don’t work but want a month to pick them back up.
Sincerely,
****** ****Business Response
Date: 09/27/2024
The Retail store where the purchase was made is arranging for a replacement base. We apologize for any frustration this has caused the customer.Customer Answer
Date: 09/30/2024
Complaint: ********
I am rejecting this response because: I was told repeatedly this would not be a replacement but a RETURN due to the horrible service I’ve received up until now. I also requested a return of the bed, but nothing on that front. How many weeks does it take for you to come get your bed? I was told this would be expedited but it hasn’t. It’s been clumsy and slow.
Sincerely,
****** ****Customer Answer
Date: 10/30/2024
Complaint: ********
I am rejecting this response because:At this point, I don’t know if Tempur-Pedic is highly incompetent or a carefully organized crime group. Here we are, a month after a return of two items and only one returned item was refunded. And it took weeks and weeks just for them to figure out how to organize a pickup. I am being charged nearly $3k for a returned product. Is this just their method of illegally retaining customer funds? Do they expect some customers to stop trying to resolve the issue? I am honestly curious at this point. The picture I’m attaching is TP agreeing to accept my bed *and* base for a full refund. And true enough, after a myriad phone calls and emails, that finally happened. Now, TP has decided to only refund the bed in a stunning move of illegal retention of funds. Never mind the fact that it took them nearly a month to process the partial refund. Just when I think they can’t possibly get any worse.
Sincerely,
****** ****Business Response
Date: 10/30/2024
We are looking into this.Customer Answer
Date: 10/30/2024
Complaint: ********
I am rejecting this response because: I tried to attach a picture of an email of TP agreeing to accept returns for the bed and base on September 24, 2024. The file was rejected, so I guess BBB doesn’t accept that file type or something. And, true enough, after weeks and weeks of calls and emails, that finally happened. Sleep Outfitters came and took both the bed and base away. But now, TP is illegally charging me for the base still. So, the base that never worked from installation and that I don’t even have (and haven’t had for weeks), is my financial responsibility? They only refunded the one of two items they accepted returns for. Who does that.
Sincerely,
****** ****Customer Answer
Date: 10/31/2024
Complaint: ********
I am rejecting this response because: I tried to attach a picture of an email of TP agreeing to accept returns for the bed and base on September 24, 2024. The file was rejected, so I guess BBB doesn’t accept that file type or something. And, true enough, after weeks and weeks of calls and emails, that finally happened. Sleep Outfitters came and took both the bed and base away. But now, TP is illegally charging me for the base still. So, the base that never worked from installation and that I don’t even have (and haven’t had for weeks), is my financial responsibility? They only refunded the one of two items they accepted returns for. Who does that.
Sincerely,
****** ****Business Response
Date: 10/31/2024
Our bases are final sale and therefore not eligible for returns, exchanges or refunds. If the customer is having issues with the base, it is covered under a 3 year labor, 5 year parts limited warranty.Customer Answer
Date: 11/01/2024
Complaint: ********
I am rejecting this response because: Well, unfortunately, you already agreed to accept the return, which I have in writing. You’ve confirmed this by picking up delivery of the base and are on camera doing so. I have already sent that to Wells Fargo, who has accepted all documents. You can either process a return or do nothing, in which case Wells Fargo has agreed to override you since I have such strong documentation. Have a nice day.
Sincerely,
****** ****Initial Complaint
Date:09/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I want to purchase a TEMPUR-Lumbar Support™ Office Chair. It is NOT available anywhere to try. It is only available through an online purchase. Their return policy states, "Given the personal nature of this product, we do not accept returns." This is unbelievable ... no where to try it out their office chair yet NOT returnable! HELP, please. The chair is regularly $352.00 and is currently priced at: $299.20 (ending today).
I have contacted Tempur-pedic and they refuse to budge.Business Response
Date: 09/23/2024
We apologize to the customer, but we cannot alter Company policies.Customer Answer
Date: 09/29/2024
Complaint: ********
I am rejecting this response because:It is outrageous that Tempur-Pedic expects customers to purchase an office chair for around $350.00, sight unseen and never having tried it out and not be able to return it if it is not a good fit for them. I have searched high and low to find one of their chairs to try out and have not succeeded. I have gone to Staples and furniture stores all to no avail! I have additionally called other office & furniture stores in an attempt to find one and try it out. I would ask that Tempur-Pedic have a sample model in their showrooms for prospective customers to try out. My request is more than reasonable! Prior to writing to the BBB, I contacted several people at Tempur-Pedic all to no avail. How can any business expect prospective customers to buy an item costing $350.00, sight unseen & not tried, and not be able to return it? It’s crazy!
Sincerely,
***** *******Initial Complaint
Date:09/20/2024
Type: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 Purchase. 4/5/24
Date Delivered. 4/22/24
We purchased a Cal King ******* *** ****** bed from ******** ***** in Silverdale, WA. Sale Order # 1*******.
After roughly 30 days, the bed began to 'sink.' By this we mean that the side of the bed we are sitting on is roughly 8" lower than the opposite side of the bed. A smaller ridge also exists in the middle of the sunken area of the bed between my wife and I.
We tried to rectify this situation with the ******** ***** where we purchased it from, but they didn't find the 8" dip a problem big enough to warrant a replacement mattress. We therefore need to have this situation rectified by the manufacture.
In addition to sleeping in a trench, we also feel the bed coils and it is incredibly uncomfortable.
By way of comparison, we have a **** *** ****** mattress that is over 4 years old and has no sinking problems.Business Response
Date: 09/20/2024
When a customer purchases a mattress (******* *** ****** or Sealy) from a third party retailer as he has done, it is the responsibility of the retailer to support the customer's warranty claim. That does not mean that the customer's mattress is eligible for an approved claim. It means the store is responsible for handling the claim. If the customer had purchased from us directly, we would gladly have the customer submit their claim to us directly.Initial Complaint
Date:09/18/2024
Type: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.
Tempur-pedic warranty issue. They don’t honor their warranty. My mattress is literally cracked in half and they keep asking me for more photos. The mattress weighs about 150-200 lbs. I took it apart once (I had help) so I could take pictures (which I sent them), but had to put the cases back on so I could sleep and then they ask me for more photos. It is literally split. I cannot take the slip cases off again. I am not strong enough they keep doing this. It isn’t my first experience with them. They keep asking for more photos and measurements until you just give up. I spent thousands of dollars on a temper-pedic bed and mattress. I’m using all their equipment. Can I take more photos of the frame…Business Response
Date: 09/18/2024
We certainly do apologize to the customer for needing to submit more photos for her warranty claim. Every customer that files a claim must provide the photos our warranty team requests so we can make sure that every customer is treated the same, fair way.Initial Complaint
Date:09/17/2024
Type: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 items were purchased on August 4, 2024. Order Number: ************.
The business offers premium comfort and world class service. On receipt of the item, I used one, (the other is still in the box in pristine condition).
Unfortunately for me, I suffered from a severe reaction- and got hives and rashes on my body, primarily on my arms and legs. Since I am unable to use the items, I kindly requested the business to offer me an opportunity for an exchange or credit so that I can purchase items from a different line that may be better suited to me.
Business flatly denied my request and offered absolutely no resolution. I was very disappointed as I spent $291.19 on items based on the its great description on the website. The item also had stellar reviews. Turns out that I am simply unable to use them, and I am stuck with items that I can not use.Business Response
Date: 09/17/2024
As the customer was advised, our Company policy which is published on our website and, if the sale was made by our phone sales team is stated verbally on a recorded line states that our pillows are considered a final sale. No returns, refunds or exchanges. There are no caveats to this policy.Customer Answer
Date: 09/17/2024
Complaint: ********
I am rejecting this response because:
Sincerely,
**** ********Business Response
Date: 09/18/2024
Hello,
I apologize for your experience with the product. Unfortunately all personal items are non refundable, non returnable, and non exchangeable as per the policy listed on the website.
Thank you
Customer Answer
Date: 09/20/2024
Complaint: ********
I would appreciate some compensation for the unusable product I was sold.It is egregious that your company will not offer any recompense in this case.
I urge you to afford a refund or credit so that I may purchase items I can actually use.
Sincerely,
**** ********
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