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
- 694 total complaints in the last 3 years.
- 189 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:08/26/2024
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 have included a pdf file called Forty-six Days Complete.pdf. It is an indepth and full description of mistakes, purchase and exchange of a Sealy Posturepedic Hybrid Soft mattress.
On Sunday July 7, 2024 I purchased a Sealy Posturepedic Hybrid Soft. This was the start of the six Mistakes over 46 days that I was subjected to.
Mistake 1. July 15, 2024 I called Consumer Care Specialist weather now sleeping on my back would requre a change to the Firm mattress. Was told no problem. Should have been changed.
On Tuesday August 6, 2024 Change Sealy Posturepedic Hybrid Soft for Sealy Posturepedic Hybrid Firm. I had to pay 175 dollars plus tax.
Mistake 2. August 9, 2024 I got an email-The items to be picked up are:SMB LACEY (HYB) (SOFT) PPH5 Qty 1 Pickup Only on monday August 12, 2024.
Mistake 3. August 10, 2024 I contacted *********** to put a Hold on the pickup until I could recieve the Posturepedic Hybird Hybrid Firm mattress at the same time. Hold failed.
Mistake 4. August 12, 2024 I received a pickup phone call at 11:30 A.M. I called Sealy Consumer Care Specialist and check about the delivery of Posturepedic Hybird Hybrid mattress. A Sealy Posturepedic Hybrid Soft had been ordered. No I said it has to be the Firm. She would check problem.
Mistake 5. August 14, 2024 I received 2 eamils: 1. **********: Sealy Posturepedic Hybrid Soft had been picked up and would ship shortly. 2. From Sealy: Your shipment is on its way!
Mistake 6. August 15, 2024 At 11:30 A.M. I received a call from *********** that a Sealy Posturepedic Hybrid Soft mattress was to be delivered. I said it had to be a Firm. She said she would contact Sealy about this problem.
Business Response
Date: 09/05/2024
We do apologize for the customer's frustration. His refund was requested on August 26. The refund process takes his financial institution between 7-10 BANKING days until the customer will see it on his side. Banking days does not include Saturdays, Sundays or bank holidays. Today is the 7th banking day.Customer Answer
Date: 09/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* **********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
Date:08/26/2024
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.
The adjustable bed base is inoperable. Tempurpedic is unable to find a service man to repair the bed so they suggested we make a claim to replace the bed base.Business Response
Date: 08/26/2024
The customer is correct. Because we cannot repair her base, we have asked them to file a claim for replacement.Customer Answer
Date: 09/02/2024
Complaint: ********
I am rejecting this response because: Nothing has been resolved. They have stated they sent part for me to install as they can't find serviceman to do this. I'm 63 and unable to crawl under bed to install this. I was told by escalation department to submit a claim for new bed base. Not sure why they sent part. I'm currently out of state until next week. Not even sure if this part has been sent.
Sincerely,
**** *****Business Response
Date: 09/03/2024
We apologize for not having a technician available to serve the customer. The technicians are not Tempur Sealy employees, so we have to rely on a third party to provide them. Once the customer returns, she should reach back out to us so we can address the replacement of the base.Customer Answer
Date: 09/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** *********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.I will contact Tempur-Pedic once we return home next week to set up a time to have our new bed base delivered.
Thank you
**** *****
Initial Complaint
Date:08/22/2024
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.
On 9/17/2023 I purchased a Lux Estate Ultra mattress in King size, brand name ******* *** ****** which is a brand owned by Tempur Sealy, for $3923.61 including delivery, From ******** in Perimeter Georgia. My sales receipt number is ************. This mattress is the top of the line extra firm option. We both have sensitive backs and require extra firm. The mattress was perfect when it was new. It is a repeat buy for us, we bought our previous ******* *** ****** top of the line extra firm from the same shop more than ten years ago and it lasted much longer under the same usage.
It is now now 8/21/2024, less than a year later and the mattress has lost its support where we sleep in it. It is sagging when we lie on it. We are both under 200 lbs and the mattress is only slept on roughly 70% of the time. I called ******** and they sent out a technician to measure the sag. It came in at half an inch. ******** told me it must sag three times that amount to be qualify for a refund or exchange. The technician said he was not allowed to press on the mattress to appreciate the softness and sag.
It is unusable now. I could accept this condition after 3-5 years or more quickly in an under $1000 mattress but I paid for quality and workmanship. It is unacceptable that you should say you offer a ten year warranty but then require the mattress to be extremely saggy to qualify. A top of the line extra firm mattress that cost this much should stay extra firm for much longer than 11 months. It is no longer extra firm. It is wearing out very prematurely.
To resolve this matter I would like a refund. This was way too much money to lose for us.Business Response
Date: 08/22/2024
When a customer purchases our product from a third party retailer, the customer must work with that retailer. The store has the customer's money, we do not. We simply cannot refund something that we never had. We suggest the customer go back to *********.Customer Answer
Date: 08/23/2024
Complaint: ********
I am rejecting this response because:******** says that they can do absolutely nothing for me. They say that they can onl
Sincerely,
***** * *******Business Response
Date: 08/27/2024
The customer has been misled. What was stated in our original reply is our Company policy. Perhaps the customer can call the retailer's corporate office?Initial Complaint
Date:08/19/2024
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.
Based on the warranty of this mattress, no sagging should occur within 10 years. I have had this mattress for less than 5 and it is sagging so badly that I wake up in pain on a daily bases.
When I processed the photos requested for the claim, it took less than 5 min to reply to my email saying they cannot approve due to a stain (normal body sweat not stains) found on the other end of the mattress. The sagging is so bad that you can clearly see the gap and defect within the mattress.
The reply and treatment of my health and mis-advertisement is so disrespectful and manipulative. Based on the reviews, I see now that this is an on going issue with this company.
I want a resolution, I will not continue to sleep on a defective mattress and put my life in danger and my family's life. This is your product. Take responsibility.
How does sweat (a normal body function that is unavoidable) cause sagging in a 5 thousand dollar mattress?
The amount of money I invested in this company as you can see from my receipt and to get this treatment is disgusting. I will never touch your products again and will make sure everyone knows not to purchase your products as well.Business Response
Date: 08/26/2024
Staining of the mattress automatically voids the warranty. When liquids or bodily fluids are introduced into the material inside the mattress, the material absorbs the fluids/liquids and then the material inside begins to decompose causing sags. If the customer had chosen to use a mattress protector, the odds of staining would have been greatly lowered. This customer has obvious staining, therefore their warranty is no longer valid, nor is their claim.Customer Answer
Date: 08/27/2024
Complaint: ********
I am rejecting this response because: there is no staining because I do have a mattress protector on the mattress as you can see.
this needs to be reviewed again.
Sincerely,
****** ******Business Response
Date: 08/29/2024
We will send this back to the Warranty Team for reconsideration.Initial Complaint
Date:08/15/2024
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.
My adjustable base began having problems earlier this year. I finally contacted customer service in April. I have been going back and forth with them about a defective part in my base; however, August 1, the base stopped working. It will not turn on and off. The remote works but the base has been stuck in an upright position all this time. I have called in several times and I am given a case number and told that someone will be in touch to set up an appointment for a tech to come out but this has not happened.Business Response
Date: 08/15/2024
We certainly apologize for the lack of communication. This report has been forwarded to the proper member of management.Customer Answer
Date: 08/15/2024
Complaint: ********
I am rejecting this response because: It gives no definitive resolution to my issue. I was informed in May that my issue had been escalated and was assigned a case number but no one has contacted me to set up an appt for a tech visit or replacement since the base is still under warranty. Instead, I have been emailed at least 4 times that I have been assigned a tech and an appointment; however, when I lookup the appt with the info that they provide me, it is empty.
Sincerely,
******* ******Business Response
Date: 08/15/2024
As stated in the earlier complaint, we are looking into this and will be in touch with the customer.Initial Complaint
Date:08/14/2024
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 had filed a warranty request on a mattress ticket *******. The mattress is sinking and I provided all the necessary photos showing the defect. I also provided photos of the box spring that has no defects and supports the mattress. Tempurpedic is denying my warranty claim and blaming the box spring on the issue. The mattress is defective and dipping quite a bit where I sleep and my husbands side also. I have a herniated disc and I am unable to get any sleep on this matress. I am wanting assistance on this issue.Business Response
Date: 08/14/2024
The customer advised us that she has been using a box spring. This is not workable, nor has our product been designed to use with box springs. This is why her warranty claim was denied.
Here is the link to the warranty info that addresses her concern: ***************************************************************************************************************************
Please read Paragraph 1. All decisions made by the Warranty team are final.
Customer Answer
Date: 08/14/2024
Complaint: ********
I am rejecting this response because: my previous warranty claim ******** was approved with the exact same box spring and at no point up until today was I told that I need to use a special flat bed base with their mattress. They are changing their warranty conditions for any reason that they feel like. Also a box spring is meant to be used with a mattress. I would like this company to reconsider their response.
Sincerely,
****** ******Business Response
Date: 08/15/2024
We stand by our original response.Customer Answer
Date: 08/15/2024
Complaint: ********
I am rejecting this response because: they changed their warranty agreement after I purchased the mattress and I was not notified of the change until I filed warranty.
Sincerely,
****** ******Initial Complaint
Date:08/14/2024
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.
We purchased a Tempurpedic mattress on May 5, 2024 from a Tempurpedic store in Burlington Massachusetts. We elected to return the bed under their 90 day trial policy as it was uncomfortable. That process was initiated on June 10 (see attached email) from store manager.) It took a full 30 days for them to come pick up the bed once the return was initiated. The bed was picked up on July 17 and we were advised we would have our refund in 10 business days to our ******** ******* account. The refund has still not been paid despite repeated calls to the store (the store is the only place we are able to contact and they advised they are the ones to handle this process.) The store keeps telling us they are following up with corporate and the refund is in process but we have yet to receive the refund, now nearly a full month after pick up of the bed.Business Response
Date: 08/14/2024
We certainly do apologize for the delay in your refund. We are researching this on behalf of the customer.Customer Answer
Date: 08/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, We actually received the refund later in the day on the day that we filed the complaint Overall this process took way too long, but we are satisfied with outcome.
Sincerely,
********* *********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
Date:08/13/2024
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.
Dear Sir/Mam,
I am writing this message to complain about my most recent experience with Tempur Pedic Customer Serivce and Sales department. I never had such a terrible service like this in my time here as a customer with this company.
On 08/12/2024 I purchased 4 pillows from Tempur Pedics using the promotion buy one get one free. I also applied for the credit card to use for the purchased. The purchased was cancelled without my knowledge. I took my time to call Tempur Pedic and found out my transaction was cancelled. The reason provided to me was base on ******* Credit Card that is why my purchase was cancelled. I than called ******* credit card and they said everything is good on their end they don’t see why I can’t use the credit card. I than decided to do a three way call between me, ******* and Tempur Pedics. Spoke with ****** in Sales and **** in Customer Service Escalation dept, they got nothing resolve for me. They told me there is nothing they can do, which is very frustrated. On top of that **** told me that she can not honor the promotion of when I made the purchases since it ended even though this whole thing is not my fault.
Tempur Pedic claim that their customer will get white gloves top notch services which I definitely don’t feel that how I was treated. This has been the worst customer service that I have ever experienced.
I want to get my problem resolve and complete the purchase. I don’t want to get a run around which happened to me today and nothing still get solve.
Thank you,
******** ****Business Response
Date: 08/13/2024
The customer's chief complaint is something that happened between her and the credit issuer, not Tempur Sealy. When a third party (credit card issuer) is involved, we advise the customer what needs to be done. As a ONE TIME courtesy, the customer was given the previous sales promotion pricing.Customer Answer
Date: 08/13/2024
Complaint: ********
I am rejecting this response because:
I am still disagreeing with Tempur Pedic of how they wiped their hands off my issues completely. The credit card was offer through Tempur Pedic, I proceed with the credit card application and got approved through Tempur Pedic website. Now there is a charge on my credit for the purchased amount but at the same time Tempur Pedic is saying my transaction got cancelled. ******* which is the credit card company was on the phone with me and try to resolve my issues with Tempur Pedic but the representative at Tempur Pedic said there is nothing they can do. The manager from ******* which is the credit card company asked **** which is the representative at Tempur Pedic how she can help me resolve this, and which dept or phone number she needed to contact to clear up the fraud block. **** at Tempur Pedic was not being helpful, she repeatly keep saying there is nothing we can do, she also told the credit card company she can’t give out the phone number or the dept which the credit card company needed to contact. I would not have applied for the credit card if this was not offer through Tempur Pedic. Now I am stuck in between Tempur Pedic and ******* and can’t get my problem resolved. I do appreciate Tempur Pedic now will honor the promotion but I still want to use the credit card that I applied for to complete this transaction. If Tempur pedic offer the credit card on their website, they should also be responsible to help their consumer clear up issues when it does come up.
Sincerely,
******** ****Business Response
Date: 08/14/2024
Any issues with a credit source such as ******* must go through *******.Initial Complaint
Date:08/13/2024
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 1 King Sealy Foundation (Stablesupport™ Foundation 5" - Split King) on 29th July 2024 through sealy.com and paid $350 + tax.
The "Stablesupport™ Foundation 5" - Split King" as per Sealy website ************************************************************* is described as "his durable foundation is engineered to provide a solid base for your mattress and upholstery to complement any Sealy® Mattress." Upon receiving the foundation I found, the foundation is not solid (as we intended), rather it is a hollow structure supported by several wood/iron stick. We did not expect this when we purchased this online. Their website ************************************************************* does not even say much about the details of the foundation structure.
So I approached for a return. However, Sealy is showing a no-return policy for their foundation.
It is an unfair business practice to sell something online that is not and then enforce a no-return policy.
I am on the verge of losing the whole amount I paid for the foundation.
I request your intervention to ask the company to take the return of the mattress or a full refund of the amount I paid for the foundation.Business Response
Date: 08/13/2024
We publish everything a customer needs to know about our products on our website. All sales on our flat or adjustable bases are final.Customer Answer
Date: 08/13/2024
Complaint: ********
I am rejecting this response because:Their web site says "Solid Foundation" as I shown in the picture attached in my first request before. What they sent is not a "Solid Foundation?" It is "hollow" and has iron/wood structure inside it. It is unfair business practice to say something and sell something else. Their web site description is ambiguous.
They have already told me their "No-Return policy" for foundation. However, it is to be noted that that their sister brand cocoonbysealy has the 90 days return policy for the foundation (see the attached picture).
They are practicing different return policy for the similar product of two different brands from the same company. This is also very confusing to consumers!
Their business practice of no return in one brand vs. another brand, and the marketing word used in describing the product is misrepresentation to consumer. In good faith I request them to refund what I paid for the Foundation.
I am willing to offer them meet at the middle and refund me the 50% of what I paid for the product - i.e, $175.00 + $13.13 (Tax) = $188.13.
I hope they will accept this at the least !!
Sincerely,
******* *****Business Response
Date: 08/14/2024
We stand by our original response.Customer Answer
Date: 08/14/2024
Complaint: ********
I am rejecting this response because:The company did not provide any justification against my argument. They are just giving one line response that it is on the website and they stand by the original response. It shows their attitude to customers!! I do not want to repeat my argument why their approach on the return policy and product description is mis-guided and intentional miscommunication. So my argument and opinion about this company stays as I have said before. They are not even willing to meet in the middle as a good gesture - shows their attitude.
Sincerely,
******* *****Initial Complaint
Date:08/12/2024
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 bought a Sealy Tempur matress which had a replacement on September 9, 2023. Both mattress after a year of use have the same problem, you sink and the mattress make imposible to get out from it.Business Response
Date: 08/12/2024
If purchased from us directly, our customers have a 90 night guarantee in which they can return for refund. The only option the customer has is to file a warranty claim.Customer Answer
Date: 08/14/2024
Complaint: ********
I am rejecting this response because:
The clear intention is not to pay me anything how his costumer care representative ironically answered to me when I ask for the refund. She in her funny way told me that they don’t pay refund and I need to contacte ****** ***** to get my money back. Because my mattress I suffer today a flear up of horrible pain combine with my inability to walk, sit, stand or sleep. Hopefully the business take their responsibility with me as costumer and refund my money. Unless that happens I will take more radical steps to get my money back.
Sincerely,
**** * ******Business Response
Date: 08/15/2024
If the customer did not purchase from us directly, then he will have to go to the original place of purchase. He purchased from a third party retailer, so they have his money. We do not.Customer Answer
Date: 08/22/2024
Complaint: ********
I am rejecting this response because:
It’s a joke and gamble of the business, by this answer they staying that the manufacturer gift mattress for free just for the love of doing business.
Again, they don’t want to keep they promises with clients.
Sincerely,
**** * ******
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