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:08/12/2024
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 received a TEMPUR-ProBreeze® Medium Hybrid Mattress, Split King set of 2 mattresses that was delivered on 7/18/24, that was on sale for $7,593.89. The delivery service is the "white glove delivery" service offered by Tempur-Pedic. We asked them to remove the old mattress and box spring as part of the white glove delivery service. The next time I looked out, the truck was gone but the mattress and box spring were still there against the tree, with no explanation as to why they were not taken. I immediately reached out but was told I would be contacted the next day by Tempur-Pedic. I was not contacted so I tried reaching out again, and each time I reached out I was told the same thing, that someone would contact me. I was finally contacted on Tuesday 7/23/24, not by Tempur-Pedic, but by ********** (the delivery service), and it was just another email requesting that I schedule the delivery for the mattresses we already had delivered. Assuming that this was the contact I was waiting for, I did schedule the "delivery" for Thursday 7/25/24 to have the mattresses picked up. I once again had to take off of work to be present for the pick up, as stated in the email from ********** that indicated that I needed to be present. However, on Thursday 7/25/24, when I was home all day, I received a call stating that the delivery people were at the address and nobody was home. I immediately called back and assured them that I was home and no delivery people had arrived, and that no knock on the door or doorbell ring had occurred. The person stated that they would need to escalate the issue to another support team and would get back to me as soon as possible. I have not yet received any follow up, but have been bombarded with texts, emails, and calls from ********** asking me to schedule another delivery, but I cannot take off more time from work for this issue. I have reached out numerous times to Tempur-Pedic since then but nobody ever gets back to me like they state they will.
Business Response
Date: 08/12/2024
We are currently looking into this concern. We apologize for the customer's frustration.Customer Answer
Date: 08/12/2024
Complaint: ********
I am rejecting this response because:-This is essentially the same (and only) message I’ve been getting from the company for several weeks, with no sign of resolution, nor a resolution timeframe given.
-What I am asking for is to finish the job (pick up the mattress and box spring), which is not a difficult task and does not require weeks to plan.
-Having an old mattress and box spring in the front yard of our home for weeks is an eye sore and embarrassing. Family members report that we are the talk of the town because at first glance you would think we just tossed our mattress and box spring out front, like we are treating our front yard like a dumping ground. Our reputation should not be at stake because of this.
Sincerely,
**** *****Business Response
Date: 08/14/2024
Per our records, the delivery company has attempted to contact the customer several times to schedule for removal. We do not do any scheduling here as the delivery companies are independent contractors.Initial Complaint
Date:08/08/2024
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 product was promised to be delivered on their website by8/6/2024. As of 8/8/2024 the product has not been released and it was a wedding gift that was time sensitive.Business Response
Date: 08/08/2024
Customer gave our credit company ***** ***** an incorrect phone number. This order is being held until we can verify the proper information. Additionally, the website does not promise delivery dates. It states that a customer can receive their order "as soon as". Per ***** *****, this order is ON HOLD until they get the information they need.Initial Complaint
Date:08/05/2024
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.
So I had purchase a king sized (double twin) mattress with an adjustable base from the TempurPedic Store in Glendale Arozona. I paid a total of $6,220.04 for this setup on July 14th 2018. The reason I am making a claim here is because I have a major problem with one of the mattresses I received, and it is well withing the 10 year warranty that I was given, along with my purchase of this bed.
Early July of last year, I noticed that something didn't feel quite right with the mattress that I usually sleep on. I took off all of the covers, and the protective cover, to find that my mattress had split in 3 different places. I then found my paperwork from when I had purchased the bed, and I looked up the warranty info, and right there in that info, there is a section on how their mattresses can sometimes split. So I began to make a warranty claim.
I was required to take a few pictures of my mattress and submit them with the explanation of my claim, and so I did. A few weeks later, mid August, I received an email from them claiming that I had spilled liquids all over the mattress, had burned the mattress, and had cut the mattress myself. I am 43 years old, not a child, NONE of that is accurate. I explained that I had only spilled liquid once, and the protective cover was on and stopped the liquid from getting to the mattress. Not to mention the fact that it ALWAYS had the protective cover on each mattress! They said they could tell all of that because of the miscoloring of the mattress. The other mattress looks EXACYLY like the one that has split, but it hasn't split! As I had stated earlier, issues with their mattresses splitting are known by TempurPedic. They are refusing to replace a defective mattress of theirs.
Last, I apologize for taking just under a year to submit this complaint. In 2016 I was hit by a truck and I have been focused on fighting for disability benefits. Now, my mattress is crumbling to pieces. I just want the warranty replacement I was promised.Business Response
Date: 08/05/2024
Whenever liquids/fluids are introduced to the mattress, the materials inside the mattress soak up the liquids/fluids eventually causing breakdown of the materials inside. This causes the mattress to break down, causing dips/sags.
Under our warranty terms and conditions, this voids the warranty on the mattress.
Customer Answer
Date: 08/09/2024
Complaint: ********
I am rejecting this response because: The water I had spilled roughly 4 years ago had never touched the mattress, because I had the Tempur-Pedic micro-protective sheet on the mattress. I even felt underneath the protective sheet to see if the water had gotten through, and it had not gotten through to the foam mattress at all. If that's not enough to dispute the respondents claim, the mattress that I had spilled the water on is not even the same mattress that has now split! It was the other twin mattress that I had spilled it on! I had swapped mattresses roughly 3 years ago because I wanted to get both mattresses broken in. SO again, the mattress that I had spilled water on is not the same mattress that has split, and it is 100% perfectly fine still! Even if I hadn't swapped the mattresses around a few years ago, I can say for an absolute fact that no liquids had EVER gotten on to the foam mattresses at all. I have tried to take very good care of my bed, just as I do with all of the things I purchase. There was not a single thing that I had ever done to the splitting mattress that would cause any kind of negative affect on the mattress itself. Not one single thing. It is also extremely disappointing that Tempur-Pedic would rather try to blame anything they can possibly think of that would damage the mattresses on the customer, right off the bat. Especially when, as I had stated in the original message, there is a section in the warranty information that talks about the possibility of their mattresses being defective and splitting, just like mine has! Again, I am an adult, and I don't live like a slob. I have never done anything to either of the mattresses that would cause them to split and/or degrade, whatsoever! The simple fact is that I had received a defective mattress, and Tempur-Pedic needs to step up and replace the mattress under warranty, period.
Sincerely,
******** ******Business Response
Date: 08/12/2024
All decisions made by our Warranty Team are final.Customer Answer
Date: 08/20/2024
Complaint: ********
I am rejecting this response because: The reasons they claim that the mattress failed were decided by a few pictures. The claims that they have made of what I had done to the mattress are absolutely false. I have two mattresses that make up my king sized bed and they both look identically discolored. And yet they are claiming that I caused the discoloring by spilling liquids on to the mattress, that I had cut the mattress, and that I also burned the mattress. Not one of those claims happened, and yet they act like they have proof! ,Plus the fact that the other mattress that looks identical, except for the fact that it hasn't split in multiple places. So if their claims of how I caused the mattress to split were true, I would have two splitting mattresses, wouldn't I? This is absolutely horrendous customer service. Especially considering what the customer has to pay to get these products, all just to have defective mattresses fail and then Tempur--Pedic immediately blame the customer for their faulty products. Buyer beware!! Tempur-Pedic does not warranty their products, they just blame you for anything they can think of when their faulty product fails, and then you are left stuck with a very expensive, but now just short of worthless product. This is honestly some of the absolute worst customer service I have ever experienced in my life. Apparently the dollar is much more important to Tempur-Pedic than their customers are. I am also going to contact my local news investigative teams to see if any of them are interested in airing a segment about this situation with Tempur-Pedic, so that a lot more people will know how Tempur-Pedic treats their customers and how they avoid approving warranty claims. Thanks for absolutely nothing Tempur-Pedic. You won't see me, or any of my friends or family members, ever purchasing your sub-par products ever again.
Sincerely,
******** ******Initial Complaint
Date:08/01/2024
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.
Purchased a mattress 3 years ago. There is a 10 year warranty on this mattress. The mattress has split horizontally and the insides are coming out all over the room. The springs can be felt. I checked their website for warranty and it seems to be a common issue. I sent a picture as requested and due to a minor stain (which is nowhere near the stain) they have denied the claim. They claim improper handling when I did in fact use a mattress protecter the whole time I had this mattress. The cracked mattress has nothing to do with the small stain. I pointed this out to the representative and they stopped answering my email. I find this to be horrible customer relations and discriminatory against normal women’s bodily functions.Business Response
Date: 08/05/2024
Whenever liquids/fluids are introduced to the mattress, the materials
inside the mattress soak up the liquids/fluids eventually causing
breakdown of the materials inside. This causes the mattress to break
down, causing dips/sags.
Under our warranty terms and conditions, this voids the warranty on the mattress.Customer Answer
Date: 08/05/2024
Complaint: ********
I am rejecting this response because:
Per your warranty policy :
“However it there is a warranty detect not caused by the abuse or damage then the mattress would be covered under the standard warranty.” You did not even assess the mattress. You just immediately denied me. Where is the assessment to determine???!!!!!!? The stain is NOWHERE near the GIANT crack in this mattress. How can you stand by this ? You customer service completely ghosted me as well. What kind of business do you run?
,
******* *******Business Response
Date: 08/06/2024
Any stain on any location of any mattress immediately voids the mattress warranty. Location of the stain is not the reason of the voided warranty, it's the fact that it is stained at all.Customer Answer
Date: 08/13/2024
Complaint: ********
I am rejecting this response because: that’s NOT what it says under your warranty, are you not reading your warranty? What are you not understanding. Why can’t someone contact me directly? Why do I need to keep repeating myself? You’re not even responding fully to what I am asking you or stating.
BreannaInitial Complaint
Date:07/29/2024
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 June 15, 2024 I purchased a new Tempur-Pedic mattress and frame to replace another Tempur-Pedic mattress and frame. I am happy with the mattress, but I did not receive the frame that I was told I had purchased. The frame I received was of lesser quality, than the one I already owned. I have had multiple conversations with the store and with the national customer service department. The only resolution I will accept is to exchange the frame I received for the one I was told that I was purchasing. Otherwise there was no point to buy a new frame with the features that I was promised. Furthermore, to require me to pay for the upgrade may be considered as a bait and switch sales tactic.Business Response
Date: 07/29/2024
Since the customer purchased directly from one of our retail stores, he will have to work directly with them as our stores oversee their own sales.Customer Answer
Date: 07/29/2024
Complaint: ********
I am rejecting this response because:
I did contact the Flagship Tempur-Pedic store where I purchased, and was referred to Tempur Retail Support at ************. I was assigned a ticket #*******.It is interesting that even when directly queryed about the “Escalation Team’s” relationship to the corporate structure I received no response. I would be curious to know what the relationship of “Tempur Retail Support” to the Tempur-Pedic Company might be? I may be running in circles?
Sincerely,
****** ******Business Response
Date: 08/02/2024
The customer has been directed to our Corporate Legal Team.Customer Answer
Date: 08/09/2024
Complaint: ********
I am rejecting this response because: No contact has been made from anyone. I am responding simply because of the seven day time limit. There is nothing to respond to. Please advise.
Sincerely,
****** ******Customer Answer
Date: 08/14/2024
Complaint: ********
No contact has been made from anyone. I am responding simply because of the seven day time limit. There is nothing to respond to. Please advise.
Sincerely,
****** ******Business Response
Date: 08/14/2024
We are researching.Customer Answer
Date: 08/14/2024
Complaint: ********
I am rejecting this response because:
I understand that you are researching, and that is fine. However, the response time parameter of this process necessitates that I reject this response in order to keep the communication active. Please advise. Thanks.
Sincerely,
****** ******Customer Answer
Date: 08/19/2024
Complaint: ********
I am rejecting this response because: I understand that you are researching, and that is fine. However, the response time parameter of this process necessitates that I reject this response in order to keep the communication active. Please advise. Thanks.Sincerely,
****** ******Business Response
Date: 08/21/2024
We have no further information at this time.Customer Answer
Date: 08/22/2024
Complaint: ********
I am rejecting this response because: it is not a response.
Sincerely,
****** ******Business Response
Date: 08/26/2024
As of last Friday, *** ****** has been unresponsive to our contact attempts.Customer Answer
Date: 08/26/2024
Complaint: ********
I am rejecting this response because:I am unaware of any contact attempt. Please be specific.
Sincerely,
****** ******Business Response
Date: 08/27/2024
Working with **** ***** on this one.Customer Answer
Date: 08/27/2024
Complaint: ********
I am rejecting this response because: I have no idea who **** ***** is, and because your communication is not informative.
I also do not have any idea what attempts to contact me may have been.
Sincerely,
****** ******Customer Answer
Date: 08/30/2024
Complaint: ********
I am rejecting this response because: I am rejecting this response because: I have no idea who **** ***** is, and because your communication is not informative.
I also do not have any idea what attempts to contact me may have been.
Sincerely,
****** ******Business Response
Date: 08/30/2024
The customer has threatened legal action and was advised to have his attorney contact our Corporate Legal team.Customer Answer
Date: 09/03/2024
Complaint: ********
I am rejecting this response because: I have not threatened legal action. Instead, I have patiently been trying to have a mature conversation. I do not have an attorney, and do not intend to hire an attorney. That was the agreement when I initiated this process. I thought that the purpose of going through the Better Business Bureau was to avoid litigation by discussing my complaint. So far my complaint has not been addressed at all.
Sincerely,
****** ******Customer Answer
Date: 09/04/2024
Complaint: ********
I am rejecting this response because: I have not threatened legal action. Instead, I have patiently been trying to have a mature conversation. I do not have an attorney, and do not intend to hire an attorney. That was the agreement when I initiated this process. I thought that the purpose of going through the Better Business Bureau was to avoid litigation by discussing my complaint. So far my complaint has not been addressed at all.Sincerely,
****** ******Business Response
Date: 09/04/2024
The customer did in fact make legal threats. When we explained that he would need to have his Attorney contact our Corporate Legal team, he asked for that contact information by email and we replied in kind. We will no longer be able to communicate with the customer as is our Company policy when litigious threats are made.Customer Answer
Date: 09/09/2024
Complaint: ********
I am rejecting this response because: I did request that contact information, but I never received it. Specifically when and how did you ever try to contact me with this information? What is that contact information?
Sincerely,
****** ******Customer Answer
Date: 09/11/2024
Complaint: ********
I am rejecting this response because: I did request that contact information, but I never received it. Specifically when and how did you ever try to contact me with this information? What is that contact information?
Sincerely,
****** ******Business Response
Date: 09/11/2024
We stand by our initial response.Customer Answer
Date: 09/11/2024
Complaint: ********
I am rejecting this response because: I am not sure what your original response entailed? Please state it clearly. Thank you.
Sincerely,
****** ******Initial Complaint
Date:07/25/2024
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 pillows from Tempur-Pedic on 10/12/2019 with a 5 year warranty and paid $360.00. There was a defect with one of my pillows they replaced it on 2/8/2020. My pillows have now flattened and are very uncomfortable to sleep on. I submitted another claim on 7/10/2024 and they denied my claim. They are not honoring their 5 year warranty. Another issue I have is when i called them to inquire if the sheets i wanted to order from them would fit my tempur-pedic pro-breeze mattress. I also asked about the buy 1 get 1 free promotion they had when i registered my bed that i never receive the promotion code. The representative assured me they would fit and that i would receive the access code through email which i never did. I then placed my order and paid $148.29 and once i received the sheets turns out they don't fit my bed and the fitted sheet hangs off the sides and the sheet doesn't lay flat on the mattress its crinkly. So i contacted them again to inform them regarding this issue. they said there is no returns.Business Response
Date: 07/25/2024
Our warranty team determined the information you submitted was not sufficient to be eligible under our warranty. Our sheet return policy is available before during and after purchase as well as the dimensions and pocket depth of the sheets.Customer Answer
Date: 08/01/2024
Complaint: ********
I am rejecting this response because: these pillows are clearly defected. I don't know why you are not seeing that. I also was told by temperpedic that I can not return the sheets. I had asked the representative if the sheets I wanted to order would they fit my type of bed she said yes . Your company has a horrible warranty or maybe it's the people looking at the pictures I submitted. Not fair at all for the price I paid. Waste of money
Sincerely,
****** *******Initial Complaint
Date:07/23/2024
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.
10-31-2022 I purchased a Tempur-Pedic mattress for $3200.50 from an authorized dealer. I was told the mattress had a ten-year warranty. Less than 2 years has passed, and the mattress is lumpy with obvious divots in it. I contacted Tempur-Pedic provided them with pictures of the divots in the mattress, my original receipt and pictures of the law tag as they requested. Tempur-Pedic dismissed my complaint and stated I had an improper foundation for the bed. I provided Tempur-Pedic with a copy of a receipt and the law tags for the foundations that were purchased from the same store and same salesperson. I was told by the store/salesperson the foundations were fine for the mattress I purchased.
Tempur-Pedic denied my warranty calm again and sent me to their warranty web page. On their site it states, "We encourage you to buy a foundation when you buy your mattress," It also states, "Using the mattress without a Tempur-Pedic foundation or similar firm, solid-surface, non-spring base may void the warranty." Encourage and May or not absolutes.
I informed Tempur-Pedic, I purchased my foundations at an authorized dealer, the same dealer I purchased my mattress from. The salesman said the foundations I purchased were fine for my mattress and recommended them.
I have provided proof of all my purchases, law tags and pictures that Tempur-Pedic has requested. Every time I proved Tempur-Pedic with what they want they change their reason why they are denying my warranty clam. As of now Tempur-Pedic has stop their email communication with me.
I am not requesting my money back just an opportunity to exchange my $3200 mattress for a different mattress I can use.
I can provide the BBB with pictures, receipts, law tags and the email exchange between Tempur-Pedic and I.Business Response
Date: 07/23/2024
Sadly, the customer was ill-advised. We cannot control the conversations that go on with a third party retailer. The Warranty Team advised the customer for the reason of his claim being denied. The decisions of the warranty team are final.Customer Answer
Date: 07/23/2024
Complaint: ********
I am rejecting this response because:
Sincerely,
**** *******Initial Complaint
Date:07/16/2024
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.
really felt like the representative that I called lied to me. The website specifically states a $300 gift product with the purchase of a closeout lux breeze mattress. I did not see the prompt before I hit go on the purchase. So after calling the representative she responded by saying I was mistaken. I had the website open and I know I can read so I was not mistaken. I figured I got a bad representative so I tried another one this time via email. The second one instead of saying I was mistaken said that the promotion was no longer going on when I ordered. I had ordered the week prior to the promotion ending so again the second representative was dishonest as the first but just gave a different form of dishonesty. If possible I would like to rectify this situation because my purchase did indeed qualify for the $300 gift which if I remember right was some sheets a neck pillow and a couple mattress pillows. If there's anything you can do that would be greatly appreciated.Business Response
Date: 07/16/2024
Please offer our sincere apologies to the customer. A member of our Escalations Team will be reaching out to correct the mistake.Customer Answer
Date: 07/17/2024
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:07/16/2024
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 am writing to formally lodge a complaint against Tempur-Pedic for their refusal to honor the warranty on my mattress. Despite following all guidelines and procedures, Tempur-Pedic has unjustly denied my warranty claim, leaving me with a defective product.
Over the past few years, I have noticed several significant problems with the mattress that have adversely affected my sleep quality and overall comfort. These issues include:
Layer Separation: The foam layers within the mattress appear to be separating, causing uneven surfaces and discomfort.
Loss of Support: The mattress has lost a considerable amount of its original support, leading to sagging, particularly in the areas where I typically sleep.
Bulging: Certain areas of the mattress have developed noticeable bulges, further contributing to an uneven sleeping surface.
Back Discomfort: As a result of the above issues, I have been experiencing considerable back discomfort, which I believe is directly related to the deteriorating condition of the mattress.Business Response
Date: 07/16/2024
The customer is not addressing the reason for the warranty claim denial. The following was emailed to the customer and all decisions made by the Warranty Team are final and cannot be altered.
"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.
It appears that your mattress has experienced damage to the structure and/or cover material, including but not limited to, burns, cuts, tears, liquid damage, stains or damage following improper storage. This is damage that occurs when the mattress has not been used in the expected way, has experienced some improper use/handling over time, has been stored incorrectly, or has been used for an extended period of time without a proper mattress protector.
It is for these reasons that we cannot approve your warranty claim."Customer Answer
Date: 07/17/2024
Complaint: ********
I am rejecting this response because your reasons for rejection is all speculation except for a small coffee stain on the top zipper cover which wasn't on the mattress base cover. (see photos). Meaning it never penetrated the top cover. You have no proof that any of the other reasons happened, and you refused to accept that the mattress is defective. Even with the photo's clearly showing separation and bulging on the right side. The mattress has been in the same location for eight years and the only change I may have done is to rotate the mattress 180 degrees without flipping it over. This was done because the one side started to sink.There isn't no damage to the structure or mattress or cover except for the mattress separating and bulging. There are no burns, cuts, tears, liquid damage, stains to mattress. There is no improper storage because I never moved its location and always had the proper mattress protector.
The mattress is 8+ years old and the top cover may be a little dirty because I never washed it. I had another cover over it to protect it more.
I have no idea why the mattress failed because I live alone and there wasn't anything that I did to damage it. The photos obviously show you that your mattress failed and is defective and the only way to totally prove it is to cut the integrated core cover open to be 100% sure it's core separation and bulging. But for me, I can see by looking at the actual mattress and feeling it that it's a defective mattress without cutting it open.
FYI, this mattress lies on your Tempur-Pedic approved remote, base recliner. Has there been a fatigue or stress test with both of these working together at certain angles? If not, you should do so.
Sincerely,
****** ******Business Response
Date: 07/18/2024
We stand by our Company policies and procedures.Customer Answer
Date: 07/19/2024
Complaint: ********
I am rejecting this response because they have not proved that the mattress was damaged by me, and their reasons are all speculations. But I'm willing to forget and remove the complaint if they take 50% off for a new queen-size mattress and adjustable recliner. Plus, free delivery.
Sincerely,
****** ******Initial Complaint
Date:07/16/2024
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 mattress topper online from Tempur Pedic directly , and when it comes in , it appeared to be already opened before , there was also dirt on top of it , with reasonable doubt that the mattress topper is being opened and used by someone else and wrapped for return to their storage , and then they re-sent it out to other customers.
I have tried to contact them to for a full refund , but they just refuse, saying its their policy not to refund mattress topper.Business Response
Date: 07/16/2024
The customer is correct. Our "personal items", Toppers included, are considered a final sale. Since we never take back toppers for any reason, we can assure the customer the topper they received was not used.Customer Answer
Date: 07/17/2024
Complaint: ********
I am rejecting this response because:I am writing to formally reject the response provided by the company regarding my complaint. The company's assertion that all topper sales are final and that no returns are accepted under any circumstances is a misinterpretation of their own return policy, especially concerning defective products.
According to the company's return policy, defective products should be accepted for return. The topper I received is defective, as evidenced by the photos I provided. The wrapping of the product does not meet industry standards for new, unused items, raising further concerns about its quality and authenticity.
The company's refusal to address this issue and their rigid adherence to an inflexible policy demonstrates a complete disregard for customer satisfaction and quality assurance. Their response that supervisors cannot override policies is an unacceptable stance, especially when it comes to defective products. This refusal is not only unprofessional but also a violation of consumer rights.
I urge the Better Business Bureau to intervene and ensure the company adheres to its return policy for defective products. I demand a full refund or an exchange for a non-defective product, in accordance with the company's stated policies.
Thank you for your attention to this matter.
Sincerely,
*** *** ******* **Business Response
Date: 07/18/2024
We stand by our original response.Customer Answer
Date: 07/19/2024
Complaint: ********
I am rejecting this response
Sincerely,
*** *** ******* **
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