Complaints

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

close

Find a Location

Tempur Sealy International Inc. has 12 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Tempur Sealy International Inc.

  1000 Tempur Way Lexington, KY 40511-1386

  
• 

  Tempur-Pedic North America , LLC

  170 Hillside Rd Cranston, RI 02920

• 

  Sealy Mattress Company

  1070 Lake Road Medina, OH 44256

• 

  Tempur Sealy

  9597 Bradford Rd Plainfield, IN 46168

• 

  Sealy, Sterns & Foster Mattress Company

  1705 Rockdale Industrial Blvd NW Conyers, GA 30012

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ******** queen mattress 13 or 14 years ago and it developed a sag and was replaced a few years ago. They replaced it with a lower quality mattress and offered me the choice of upgrading to a better mattress, but I didn’t want to spend more money and the mattress they offered seemed OK. The mattress was fine for a while, but it developed another SAG like the previous mattress. I contacted customer service and was told that since I did not upgrade, in other words, pay more money for a better mattress and other, the replacement mattress has no new warranty, reverts to the existing warranty on a separate product. They are offering me a $300 credit on what was originally a $4000- $5000 mattress. their customer service is a joke, they are rude and condescending. I’ve never heard of a company replacing something under warranty, and other words having a new product that has the warranty of the previous product. Why should paying more to upgrade have any effect on whether or not the replacement product has a warranty?

  

  Business Response

  Date: 07/15/2024

  Here is the email sent to the customer explaining our policy:

   

  Hello *****,
   
  My name is ******* ***** and I am the Warranty Claim Supervisor at Tempur-Pedic. Thank you for reaching out. I would like to assure you that I have reviewed all correspondence and information that you have provided in support of your claim. Unfortunately, I agree with the findings of the team.
  However, I did notice that you indicated your mattress was purchased in 2007, based on this information your prorate fee was calculated at $1487.20, but our records indicate you purchased it in 2009 therefore your prorate fee would be calculated at $1394.25.
   
  This would mean you are actually in year 15 of the prorated coverage(not year 17). The prorated fee would then be 70% of the original cost. We subtract the prorated fee from the price of the original mattress and the difference is your credit amount.
   
  (Amount Paid: 1859 - Prorate Fee: 1394.25 = Credit Amount: 464.75) $465
  Promo Code: ********** 
  I do apologize we could not approve your credit for a larger sum, however, we are required to follow precisely to our policy. If you have any other questions or concerns, please reach out.
   
  Our records reflect that you did not choose this upgrade, but instead chose the even exchange option. The comparable mattress is of equal cost to the original, 1859. Because you did not provide the original receipt, we must use our records. Below I have added our records of your warranty exchange in 2016 that you are inquiring about.

  Customer Answer

  Date: 07/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  It’s ridiculous to only warrant a replacement product if the customer pays more to upgrade. Why not warrant your products regardless of whether or not you make money off of a warranty claim? 
  
  Sincerely,
  
  
  
  *********** *******

  

  Business Response

  Date: 07/18/2024

  We stand by our policies and procedures.

  Customer Answer

  Date: 07/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Why is there no warranty on a replacement mattress under warranty unless the customer pays extra for a more expensive bed? The bed that was given as a replacement is lower quality/lower priced, and it doesn’t make sense that a company would only warranty a brand new product if they somehow got you to spend more money.
  
  Sincerely,
  
  
  
  *********** *******

• Initial Complaint

  Date:07/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 30, 2024, I placed an order to Tempur-Pedic for a TEMPUR-Lumbar Support Office Chair for the amount of $299.20. The Chair was delivered on July 3, 2024 in a box that was visibly damaged on the outside. When I opened the box, I found the chair parts to be loose in the box and they had rubbed together causing damage. I have photos I can supply documenting the condition of the box and contents. I contacted Tempur-Pedic regarding the condition of the chair and requested they take the chair back and send me one that is properly packaged. I was told they would not accept the chair back and that I should just let them know what parts are damaged and they would replace damaged parts.

  

  Business Response

  Date: 07/12/2024

  We are actively working with the customer. Have offered to send replacement parts for the damaged or missing parts needed for the product received (7/11/24 10:27a.m.). 

  Return Policy detailed below as listed on our website. 

  Office Chairs
  Given the personal nature of this product, we do not accept returns. However, if the item is damaged at delivery or if there is a product defect, we will replace the part that is damaged.

  Customer Answer

  Date: 07/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  the chair was not assembled or used.  If the company will replace ALL parts properly packaged, I would accept that. I prefer they accept the return to reassess their shipping policies.  As you can see from their response to my email, they admit this is how they ship this product. 
  
  
  
  Sincerely,
  
  
  
  ***** ****

  ***** ** (Tempur-Pedic) 
  Jul 11, 2024, 10:27?AM EDT 
  Hi there ******
   
  Yes, this is how the chairs sometime arrived due to shipping conditions. Once you begin to put the chair together, if you notice any missing parts, or noticeable damage, please send us a photo or description of what is missing and we will gladly send  you a replacement. Have a nice day! 
  Best wishes,
  ***** **
  
  
  ***** ****
  Jul 11, 2024, 10:12?AM EDT 
  ******
  I am attaching photos of how the chair arrived.  All parts were loose in the box and had rubbed together. I do not know if all parts are even included in the box.   Please verify that this is how your chairs are packaged and shipped.
  
  
  ***** ****

   

  

  Business Response

  Date: 07/15/2024

  Communication we have sent to the customer: "Yes, this is how the chairs sometime arrived due to shipping conditions. Once you begin to put the chair together, if you notice any missing parts, or noticeable damage, please send us a photo or description of what is missing and we will gladly send you a replacement."

  Tempur-pedic continues to offer assistance and a resolution for the customer 

  Our Return policy for office chairs is customer facing: ***********************************************************

  Office Chairs: Given the personal nature of this product, we do not accept returns. However, if the item is damaged at delivery or if there is a product defect, we will replace the part that is damaged.

  Customer Answer

  Date: 07/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  How do I know if any parts are missing when everything was loose in the box and the box had been pierced by some part in the box.  I want a replacement or my money refunded. 
  
  
  I will gladly give the company back the disaster they sent me.

  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:07/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 1 TEMPUR-Adapt® + Cooling Topper - Queen from TEMPUR-Pedic on May 26th, 2024 and spent 337.48$. I used the product 4 times and each time it left me with significant back pain. Additionally, the product should have been 3 inches in height but measured 2.5 inches.
  I contacted TEMPUR-Pedic to address these concerns and ask for a refund and was told and I quote:
  
  The 2" variance pertains to the length and width of our toppers and mattresses; however, the height measuring less than 1/2" is within our approximate measurement for the height.
  
  The pain I endured from using this product was never addressed.
  
  I think it is unacceptable to not refund a customer that is experiencing pain from a product. Additionally, I think it is also unacceptable to claim the product is 3 inches in height and it was not. I do not want to keep this product nor do I wish for a replacement as it causes me pain. I simply want a refund and would more than happily return the product. Thank you.

  

  Business Response

  Date: 07/09/2024

  The customer was advised of our Final Sale policies regarding our toppers. Additionally, we do not offer returns, refunds or exchanges.

  Customer Answer

  Date: 07/15/2024

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

  I do understand that there are no refunds. However, a business should make exceptions when their product literally causes pain to a customer. Especially for a product promoted as providing exceptional comfort. It is a practice that feels predatory to a consumer. I think a refund is the right thing to do and allow me to return the product as I have no desire to keep it.

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

  

  Business Response

  Date: 07/18/2024

  We stand by our original statement.

  Customer Answer

  Date: 07/18/2024

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

  A business should not stand by a product that causes physical pain to their consumer. At the very least despite their policies exceptions should be made for these situations. It is nefarious practice at best.
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:07/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase this product code 10734150, TEMUM/XX TEMPUR-ADAPT MED QN MATT on 3-25-23. This mattress has a 10 year warranty. The mattress does not show a permanent indentation, however when we lay on it, the mattress has a deep indentation in the middle to the point 2 people can't sleep on it. I am almost 66 years old and I am in great shape. It takes all I have though to get out of the bed due to the deep hole in the center of the mattress. Tempur-Pedic will not even come look at the problem. They want pictures, I provided, and based the claim purely on pictures. The retailer I purchased this from, came and looked at it and agreed it should not be doing this. I ether want it exchanged or my money back.

  

  Business Response

  Date: 07/02/2024

  The customer purchased from a third party retailer so the retailer has their money. We do not refund customers who do not purchase from us directly. We suggest the customer return to the place of purchase.

  Customer Answer

  Date: 07/03/2024

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

  They business told me that Tempur was the one who would handle the claim.
  
  
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 07/03/2024

  We will process warranty claims, but at no time will  we refund a purchase that was not made with us directly.

• Initial Complaint

  Date:07/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 22, 2024 I purchased a Cocoon mattress, base, and sleep package directly from the Sealy site for a total of $1263.89. Contrary to their claim that this was simply an authorization, the amount WAS debited from my checking account. On June 29, an additional charge was debited for 315.45. I made numerous follow-ups with Sealy via email and phone support with their acknowledgement that this was indeed an overcharge. Following delivery on July 1, my checking account was debited 948.44. After again contacting their so-called support team via phone. I was told that any additional charges will now 'fall off.' What? I PAID full amount on June 22 - this was NOT simply an authorization of funds and I have been charged TWICE.

  

  Business Response

  Date: 07/02/2024

  The authorization will fall off in 7-10 business days from the date it shipped out. The original amount was an authorization.

• Initial Complaint

  Date:07/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my first set of pillows the ****** per description for side sleepers from *************** to go with our new ********** split king mattresses which we love. But the pillows starts high and over night sinks very low and becomes stiff causing to wake up from neck and back pain to let the pillow take air and inflate several times a night. We have gone from sleeping so well to waking up several times a night to let the pillow breathe to inflate. Then we thought maybe its the wrong size or the pillows are defective so we ordered the next size of the pillow Pro-LO since we are small framed people but the problem is the same the pillow sinks down and waking up with neck pain and sharp pain in our back spine. It has been going on for months. These pillows are not in store.. there is no trial period and high priced. We have been robbed. We tried to contact tempurpedic for help understanding but they just shut our concern with a random no claim eligible email. Its like dealing with robots and not people. Now we are starting regret trusting and giving our business to them for more than $15,000 in our mattress set. We just felt their pillows would just make everything better. It just made everything worse. I have went to chiropractor to get adjusted and the Dr. Also suggested not to sleep on thise pillows as it not aligning my spine and next and putting pressure on the bottom of the back of our heads which also are causing numbness on our arms. Since then we stopped using both sets of pillows and using our older pillow which are allowing us to sleep. I just want to return your pillows back to you, this is not fair and after researching there are hundreds of people going through the same. It is a design fault, it does not stand up to your reputation. I regret just trusting your brand. Please help me just send your items back and get my refund. You let returns in amazon then why not in your website. Please be fair.

  

  Business Response

  Date: 07/02/2024

  The customer is aware that we do not offer returns, refunds or exchanges on any of our personal items. When a third party retailer such as ******** **** ** ****** ** **** ****** sells our product, that retailer has the right to set their own policies and procedures. Our policy is on our website or given to the customer verbally on a recorded line if they speak to a member of our sales team. 

  Customer Answer

  Date: 07/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: ok then please provide an explanation on why the pillows sink down and put pressure. You said your product is pressure relieving then why it creates pressure and sinks down? I am not the only one apparently there are other complaining the same. Have your team even tested the product before baiting and switching on consumer. My pain is real ... It is not a $50 dollar products I paid over $500 for product to cause discomfort and waking up SEVERAL TIMES a night. Please provide me all details why the production does not hold up to its marketing words? Since consurmers has no way of trying.. touching or SEEING the pillows. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 07/02/2024

  All personal items are non returnable non refundable and non exchangeable as is stated on our website. Personal comfort preferences are not cause to make exceptions to the rule. If you feel there is a defect in your product please submit a warranty claim to *********************************

• Initial Complaint

  Date:06/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/4/24 I ordered a mattress and foundation online.
  Order# ************ Tempur-proadapt Firm Mattress King $3899
  Charcoal Foundation High King $510
  In the checkout process I missed applying a discount code for $200 off accessories. I called customer service roughly 2 hours 40 min after I placed the order b/c I realized I needed to use a code. Customer service forwarded me to sales and I was eventually brought to the escalation department.
  
  On 6/11 ***** M from escalations took an order from me via email for the bed and accessories. In our email I unknowingly asked for a pillow size that is not available in the model pillow I was requesting (TEMPUR-Ergo Cooling Neck Pillow). They have 2 models of TEMPUR-Neck Pillows, one regular and one ergo cooling. The regular pillow offers 3 sizes (S/M/L) and the Cooling is only offered in medium. I was using the size chart from the regular neck pillow and I determined I needed a large for my body size. When giving my order to ***** I decided I wanted the cooling one rather than the regular and I asked for "TEMPUR-Ergo Cooling Neck Pillow - Large". Angel's response to my email said he would honor a current sale price on "those items" and that I had additional funds to use. At this point his communication implicitly agreed upon the correctness of the items I requested and there was no mention of Large not being available or that he would be placing it as medium because it only came in medium. He placed the order for me, referencing my emails.
  Upon delivery I found the cooling pillow was medium not large. When I emailed ***** about the mix up he told me there was nothing they can do b/c pillows are non-refundable and that he ordered what I asked for. I disagree because I feel there should have been communication prior to the order being placed that Large was not an option and I would receive a medium pillow (which does not fit my size). If I had know that I would have ordered the regular neck pillow in large.
  Service log ********

  

  Business Response

  Date: 06/28/2024

  We stand by our decision and policy. We cannot offer a return or refund or exchange on personal products such as pillows. The customer was provided with the closest match for the requested item and we are unable to offer any additional product

  Customer Answer

  Date: 07/01/2024

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

  Your policy for returns/refund/exchange on personal products should not apply to this case. I was provided the closest match for the requested item without my knowledge, I was not given the opportunity to change my order because the specific item I wanted was not available. The representative taking my order did not give me the option to place the order via the ecommerce site, therefore I was reliant on the company to properly and accurately process my order. This case should be treated as an ordering error rather than a return/refund/exchange. After speaking with the escalation agent he confirmed that it is within company policy to rectify ordering mistakes. Thus, I believe I should be entitled to the intended item I wanted to purchase.

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

  

  Business Response

  Date: 07/01/2024

  The customer approved our representative sending him a specific type of pillow. He then called back wanting to exchange them, which we do not do.

  Customer Answer

  Date: 07/01/2024

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

  There was never approval for the substitute nor was there confirmation of the order prior to it being placed. My email with the representative was attached to the original complaint. This is not a request for an exchange, this is a request to rectify an ordering mistake by the company.

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

  

  Business Response

  Date: 07/02/2024

  We are unable to offer exchange or return of any personal items per our corporate policy

  Customer Answer

  Date: 07/03/2024

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

  the explanation I keep receiving is that you do not exchange or return personal items per your policy. I don’t dispute this fact or any contract I may have entered into where this applies.

  Can you please explain to me how my case is not an example of an ordering mistake by Tempurpedic as a result of poor business to consumer ordering? I was not given the option to use the e-commerce site to place my order so I was relying on the accuracy of the customer services representative. They neglected to make me aware of a substitute that was not an equal substitute, as the size of my body dictates I should use a L (based on the sizing chart from your website). For you to base the accuracy of their substitute I feel proper policy should support the action taken to substitute without notification.

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

• Initial Complaint

  Date:06/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a mattress topper. It was received 4/25/24. It was purchsed directly from tempurpedic NEW. When arrived it was oddly packaged, rolled up in a plastic wrap NOT a sealed tempur bag with branding. It smelled odd as well BUT appeared fine. THe cover was immaculate. It was laid flat on a spare bedroom bed until the day my Wife decided it needed to be washed before being slept on. This was a few weeks after receiving. Upon opening the cover via the zipper What was found is depicted in attached photos. Disgusting. When tempur was contacted they did not listen they sent an email on how to wash the cover. I said THE COVER is FINE the topper is disgusting. They said You should have notified us when you got it. I asked them "WHY would we inspect the inside of a NEW covered mattress topper purchased directly and was supposed to be new? Who opens a brand new mattress to see if its been used or is dirty when the cover is clean?
  NO reply just that they are not willing to do anything. I will swear to a majistrate that this mattress was received this way and that the condition was concealed inside a perfectly clean cover.
  This company should be investigated for selling Returned bedding as new. They are not to be trusted.

  

  Business Response

  Date: 07/02/2024

  We do not resell any of our products. We certainly apologize to the customer for their frustration. Additionally, the way the topper was shipped (wrapped in a plastic covering is how we ship that product.

  Customer Answer

  Date: 07/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: WHY am I NOT being heard?!  The complaint is NOT about packaging. The complaint is about a topper that arrived IN it's Zippered cover. The cover was perfectly clean. THIS is what was Inside when the cover was opened. Somebody explain.  I will testify in front of a magistrate under oath regarding the FACTS as I am attesting. Cover: Perfectly clean.  THe Topper: Looks as if it was in an abandoned house for a month. There is NO explaining how this topper is/was in this condition.  Now the "companys response" if it can be called that is completely dismissive and avoiding the entire point. IF that is not obvious than I don't know what to say.

  We have no kids or pets living in our Historic 1800's home which is immaculate. This topper had something happen to it in the factory or in transit IF it truly was not somehow resold.

  THis MUST be remedied. Simply grossly unacceptable. I have more pictures but am not able to satisfy the file size. Happy to provide them to whomever if that will further assist.
  
  
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 07/02/2024

  Any item delivered damaged must be brought to our attention as soon as possible. After multiple months in the possession of the consumer we are not liable for any damage present on the item.

  Customer Answer

  Date: 07/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Really? First off it WAS NOT several months and secondly.  The fact that you are taking this ridiculous stand is proof that the myriad of complaints on the internet regarding Tempurpedic toppers being received with Mold present. 

  Again I am asking someone who does NOT have an obvious ulterior motive to answer a simple question: How or why would someone who Paid for a NEW bed/topper product from a supposedly reputable company - Upon receiving said item take it and open a zipper of a protective cover to inspect the bed material inside?  Do you dismantle an engine of a new car? Do you open the backs of recliners or look inside couches that you purchased new?

  The company response represents an unreasonable position given the presence of this problem complained about in many places on the web and social media. I wonder why they are ON Sale at 40% off?

  I know there are companies that are available to do in-home inspections I welcome it if that is what they choose to do. Perhaps then someone can explain How this bedding material came to be in this condition when the cover was fine.

  This needs to be rectified and done with.

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

• Initial Complaint

  Date:06/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We order a king cooling mattress May 31, 2024, we never got the mattress and we have had to contact them everyday trying to find out what is going on! They have now, supposedly sent another mattress, but we are still waiting and it’s been a week. We need to talk to someone who actually can tell us what is going on

  

  Business Response

  Date: 06/27/2024

  We do not see any order info under the email the customer has given. We ask the customer that if they did in fact order from us directly, to call Customer Service at *************

• Initial Complaint

  Date:06/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DO NOT BUY FROM TEMPUR-PEDIC!!! This company is dishonest, unethical and misrepresents their products! After two years, my Tempur-Pedic "firm" mattress began to sag. Soon, all the "firmness" was gone. This company is impossible to deal with. Even when you're honestly trying to explain a problem, they make know every trick in the book for turning your complaint around and then, blame you for any problems with their defective products. The company is all geared-up to protect themselves from spending a nickel on returns or cancelations. For two years this mattress retained its firmness, but now it sags and offers no back support. It's at the point where I have to sleep with a back brace. So, last week my wife noticed that Tempur-Pedic offers a "hard/firm platform." I called and their salesperson assured me that this "charcoal platform" would restore my bed to its original firmness. So, for $545 I agreed to buy it due to the convincing representations of this salesperson. After a couple days, something didn't feel right about the salesperson's claims. So I called our local mattress store today and asked whether s "charcoal firm platform" restores the firmness of mattress. He immediately burst out laughing and said, "Man, did you get conned." He told me the platform I ordered was the SAME EXACT platform I have now. I couldn't believe it. Especially, after believing the salesperson and her claim that the mattress would be restored to its original firm condition. So, I immediately called Tempur-Pedic and canceled my order 4 days in advance. They reluctantly agreed to cancel the order, but had the gall to tell me I'll still owe them a $175 cancellation fee. Incredibly, this salesperson sold me the same exact platform I already own! I've canceled my **** payment and this company will never get a dime from me. However, they may be hearing from the ******** ******** ********* ******* *** *** and my attorney about deceptive sales practices.

  

  Business Response

  Date: 06/27/2024

  Per the recording of the conversation between the customer and our sales representative, the customer would ask a question, receive an answer and ask that the product be added to his order. At no time did the sales representative mislead or try to sell the customer anything. He asked questions. The rep answered. The customer ordered.

  Customer Answer

  Date: 06/27/2024

  
  
  Complaint: ********

  The response from the woman in the escalation team is filled with inaccuracies. She is not telling the truth in her response to my complaint. The reason I called them was to order a "platform" which goes underneath the mattress. The salesperson assured me that this "platform" would eliminate the sagging and lack of firmness in the two year-old mattress. 
  
  The unprofessional "escalation team" person wrote a false response to my complaint and was cherry-picking and generalizing regarding the substance of the conversation with the salesperson. It is obvious that my sole intention when calling the company was to eliminate sagging in the mattress and to restore its firmness. Any intelligent person who listens to the tape of the original conversation between myself and the salesperson will understand immediately that these were the primary issues. I am disgusted by the response I received because it is a fabrication without specifics. Why not post a transcript of the conversation and reveal the truth? Of course I asked questions during the conversation because I wanted to make sure I was buying the right product. However, the answers given to my questions were false. I have come to learn that a platform NEITHER REMOVES SAGGING nor RESTORES FIRMNESS to a mattress. These two issues were the crux of my questions, however the salesperson's answers were filled with misrepresentations and untruths. Now, that I know that the platform does not eliminate sagging - per the Tempur-Pedic warranty, I demand a new mattress to replace this defective, sagging mattress. Due to the softening of the mattressy, I need to wear a back brace when sleeping. Please contact me about replacing my defective mattress. Sincerely, ****** ******* *****

  

  Business Response

  Date: 07/02/2024

  All claims for warranty replacement must be done through our warranty website at *********************************

  Customer Answer

  Date: 07/03/2024

  
  
  Complaint: ********
  
  
  I've read Tempur-Pedic's warranty, and read hundreds of complaints about people who have attempted to have their defective mattress replaced. One customer spent a year sending them everything they required for a replacement. He sent in 150 pictures of the mattress from all angles, and took photos of a ridiculous test with a quarter. However, the department that handles replacements has learned every trick in the book to fend off customer complaints and not replace the mattress. 

  There are literally thousands of unresolved complaints about sagging mattresses and loss of firmness, but Tempur-Pedic has built an iron wall of defense against the customer to make it nearly impossible to have a mattress replaced. I would like to know how many people have complained about this problem and how many have received a replacement. I did not find one review that said the company acted in good faith and replaced the mattress. 

  My attorney is already preparing proceedings against Tempur-Pedic (and possibly start a class-action lawsuit) to unveil the dishonesty and sales misrepresentations . I also plan on contacting the ******* ***** ********** *** *** ******** ******** regarding the poor quality of their products compared to their advertising claims. They are truly a devious, unethical and fraudulent company. 

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