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
- 702 total complaints in the last 3 years.
- 185 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:06/16/2025
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 8/1/2024 delivered
On 8/16/2024. Tempurpedic ADT 2.0 med hybrid queen $2,499 with Ergo ant 3.0 adjustable base $1,999
Contacted company and provided pictures of defective mattress on 6/5/2025.
Business Response
Date: 06/16/2025
This is the email from Warranty to the customer:
Hi *******
Below is a list of approval reasons within our warranty policy. Where there is a loss of support, there should be a measurable depression with no weight applied.
Deterioration causing the mattress to have a visible indentation greater than three- fourths (0.75) of an inch that is not associated with an indentation or sag which results from use of an improper or unsupportive foundation or adjustable bed base. Normal wear requires that a purchaser’s mattress be continuously supported by a matching foundation or adjustable bed base with a proper bed frame sufficient to support the collective weight of the mattress and foundation.
Any manufacturing defect in the zipper assembly of the mattress cover. Tempur-Pedic may, at its own option, repair or replace the cover provided on the mattress. In the event that Tempur-Pedic replaces the mattress cover, Tempur-Pedic will replace it with the current style of cover available for the mattress, which may be of a different color or material than the original cover provided.
Unfortunately, if none of the above is something that you are experiencing with the mattress, the claim cannot be approved at this time.Customer Answer
Date: 06/16/2025
Complaint: ********
I am rejecting this response because: your "warranty guidelines" are unrealistic and unacceptable for a product as costly as this and a reputation as solid as yours.
Sincerely,
****** ********Business Response
Date: 06/17/2025
This is what the warranty team advised the customer via email. We stand by our original response.
Hi *******
Below is a list of approval reasons within our warranty policy. Where there is a loss of support, there should be a measurable depression with no weight applied.
Deterioration causing the mattress to have a visible indentation greater than three- fourths (0.75) of an inch that is not associated with an indentation or sag which results from use of an improper or unsupportive foundation or adjustable bed base. Normal wear requires that a purchaser’s mattress be continuously supported by a matching foundation or adjustable bed base with a proper bed frame sufficient to support the collective weight of the mattress and foundation.
Any manufacturing defect in the zipper assembly of the mattress cover. Tempur-Pedic may, at its own option, repair or replace the cover provided on the mattress. In the event that Tempur-Pedic replaces the mattress cover, Tempur-Pedic will replace it with the current style of cover available for the mattress, which may be of a different color or material than the original cover provided.
Unfortunately, if none of the above is something that you are experiencing with the mattress, the claim cannot be approved at this time.Initial Complaint
Date:06/16/2025
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 October 8, 2024, we purchased our third Tempurpedic bed in as many decades. Approximately 6 months later, we noticed the bed was sagging. Something that we had not experienced with the two previous mattresses. At the end of May, we filed a warranty claim in which, with little instruction, Tempurpedic asked us to photograph the mattress using a ruler and a quarter. We sent a photo in and they replied that the sag was less than the 3/4 inch criteria for replacement. What we didn't know is that we were supposed to put the quarter at the deepest part of the sag, so we photographed it again, this time even using a ruler. The sag is indeed 3/4 of an inch. I sent those photos in, and they replied that they had already made an irreversible final decision based on the first incorrectly photographed pictures. They refused to look at any further photos, saying that a decision had already been made. In addition, there is a strip of extremely firm mattress in the center, which cannot be visually seen in any photo. We escalated the warranty dispute, and the representative agreed, according to the new images, that it met the replacement criteria but that a decision had already been made and it was irreversible. We would simply like a replacement for this defective mattress.Business Response
Date: 06/16/2025
All decisions made by the Warranty team are final.Customer Answer
Date: 06/17/2025
Complaint: ********
I am rejecting this response because: Tempurpedic has made a determination based on photos with the quarter not at the lowest sagging point. After the denial, a customer rep said the quarter needed to be photographed at the lowest point in the sag. After correctly placing the stick on the bed, the new photos show that it meets the 3/4 inch criteria. They were re-submitted. Tempurpedic will not review the correct photos, declaring all previous decisions are final.In addition to the sagging, there is also a strip of hard foam up the center of the bed from foot to head. It is impossible to view this defect on photos.
Sincerely,
*** ******Business Response
Date: 06/17/2025
We stand by our original responseCustomer Answer
Date: 06/17/2025
Complaint: ********
I am rejecting this response because: Tempurpedic has made no effort to resolve this issue, replying they stand by their original response, with no attempt to re-examine evidence that meets their warranty criteria for a defective sagging mattress.
Sincerely,
*** ******Initial Complaint
Date:06/12/2025
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.
Their return policy is deceptively hidden when you purchase pillows and should very clearly state ON THE PURCHASE SCREEN that no returns or exchanges of any kind are possible once you hit 'purchase.'
I mistakenly ordered two pillows in the wrong size and cannot even so much as exchange them. I opened the package within minutes of it being delivered and saw the size was not as I expected so referred back to my purchase confirmation email to see that I bought the wrong size. Called the company immediately to explain the issue and request an exchange. I was told in no uncertain terms that there is absolutely nothing that can be done and that I should've read the return policy before purchasing. Please note that the consumer has to click a separate link on the purchase page to be taken to the return policy - the actual policy is nowhere on the product or purchasing pages. This is deceptive and deceitful and has all the feels of being a complete scam. The supervisor I spoke to on the phone told me this has been the return policy for 20 years which means they've been taking advantage of people for two decades! I simply want to return my unopened, unused pillows for a larger size and theres nothing that can be done. Unacceptable. The Return Policy terms are ambiguous at best and the product & purchase pages should very clearly state that all pillow sales are final with NO exceptions!Business Response
Date: 06/12/2025
We stand by our policies and procedures.Customer Answer
Date: 06/16/2025
Complaint: ********
I am rejecting this response because: the policies and procedures you stand behind are deceptive. Do better!
Sincerely,
***** ****Business Response
Date: 06/16/2025
We're sorry that the customer will not accept that we stand by our original response, but we stand by our original response.Customer Answer
Date: 06/17/2025
Complaint: ********
I am rejecting this response because: you are not offering an amicable path forward and are instead standing behind your deceptive policies and procedures.
Sincerely,
***** ****Initial Complaint
Date:06/12/2025
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.
To Whom It May Concern:
I am writing to formally dispute and appeal your denial of my mattress warranty claim. I purchased a Tempur-Pedic Cloud Elite Queen Prime mattress on December 29, 2015 (delivered January 4, 2016), which has now developed deep sagging on both sides of the head area—resulting in serious discomfort and loss of sleep.
Your requirement that I provide photographs using a broomstick and a quarter is not only arbitrary but physically unreasonable for me as an 81-year-old customer. I have submitted the information you initially requested and made a good faith effort to comply. Refusing a claim under these circumstances—particularly after 8 years of proper care and use—is not only unjustified but may constitute deceptive and unconscionable warranty practices.
Legal Grounds Supporting This Appeal:
1. Nevada Deceptive Trade Practices Act (NRS 598.0915 et seq.):
Under NRS 598.0923(3), it is a deceptive trade practice to knowingly fail to honor a warranty or represent that a warranty confers rights or remedies it does not. Denying a valid warranty claim based on unreasonable or overly burdensome evidentiary demands may violate this provision.
2. Magnuson-Moss Warranty Act (15 U.S.C. § 2301 et seq.):
Federal law prohibits companies from imposing unfair conditions that restrict consumers' rights under a written warranty. A warranty must be honored in good faith and cannot be denied through unclear or onerous claim procedures that effectively nullify the coverage.
3. Implied Warranty of Merchantability (UCC § 2-314):
This implied warranty ensures that a product is fit for ordinary use. A mattress that sags significantly within the warranty period and causes discomfort clearly breaches this expectation.Business Response
Date: 06/12/2025
All decisions made by the warranty team are final. We stand by this decision.Business Response
Date: 06/16/2025
Here is what the customer was sent by our warranty team. Decisions by the Warranty team are final.
Hi ****** *******,
Thank you for completing our warranty claim process. Our team has had a chance to review your submission and photos. Unfortunately, based on the information you’ve provided and the details you’ve shared, we cannot approve your claim at this time. Your documentation does not show that your product meets our guidelines of warranty coverage to be approved for a full replacement at this time.
Our warranty covers indentations of the mattress that measure 3/4" or greater. According to the photos you have provided, your mattress does not meet these requirements.?
It is for these reasons that we cannot approve your warranty claim.Customer Answer
Date: 06/17/2025
Complaint: ********
I am rejecting this response because. I believe
Tempur Sealy’s conduct constitutes violations of the Kentucky Consumer
Protection Act (KCPA), specifically:
KRS § 367.170 – Unlawful acts and practices
Tempur Sealy has engaged in unfair, false, misleading, and deceptive trade practices by denying warranty coverage based on undisclosed, arbitrary requirements, and failing to respond to my written appeal.
KRS § 367.220 – Private right of action
The company’s actions have caused actual damages and frustration of contract, for which I may seek recovery.
Magnuson-Moss Warranty Act (15 U.S.C. § 2301 et seq.)
This federal law prohibits warrantors from denying coverage based on unreasonable procedural requirements or failing to honor express warranties in good faith.
Pattern of Bad-Faith Conduct
Tempur Sealy has a documented history of similar warranty denials on file with the Better Business Bureau and online consumer protection forums. The company’s dismissal of appeals and imposition of unwritten requirements reflects a broader concern of systematic avoidance of warranty obligations.
Sincerely,
****** *******Initial Complaint
Date:06/11/2025
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 Tempurpedic Lumbar Support Office Chair from their website on May 18, 2025. When it arrived later in the month, I was shocked at the condition of the box it was delivered in. It was totally banged up and barely sealed with a metal part of the chair sticking out. It was obviously opened by someone else somewhere else and then shipped on to me. I contacted their customer service and spoke to Heather and Faith and emailed with Helen. I wanted the box to be picked up and a new chair delivered in its place or a refund. They said they that was not their policy, that chairs could not be returned, and I would have to figure out what was missing and/or damaged, take photos and let them know so they could send me replacement parts! I think it is unacceptable to expect a customer to accept a used product when the expectation was a new product in a properly sealed box would be delivered. This is not what I ordered and Tempurpedic doesn't seem to care. I have attached photos of the box. The product is still inside waiting to be picked up!Business Response
Date: 06/11/2025
The customer was advised that she did not receive a "used" chair because we don't take chairs back, so there are no "used" ones to send. If the chair was received damaged, the customer should submit photos to us for inspection and replacement consideration.Customer Answer
Date: 06/12/2025
Complaint: ********
I am rejecting this response because:There seems to be a disagreement over the term "used" and the delivery path of the chair I ordered. Used to me means that the box and the chair inside it was opened before it was delivered to me. I don't know who did that or why, but If you look at the attached photos you can see the box is not even taped in some areas and a metal part of the chair is protruding from one barely taped end of the box. I don't think any customer would be happy to have this delivered to their front door. I have not opened the box because I am still waiting for a replacement at which time the "used" chair can be picked up.
Sincerely,
******* ********Business Response
Date: 06/16/2025
Our boxes are meant to protect the product inside of them. While the box maybe damaged, the customer will have to show proof that the chair is damaged.Initial Complaint
Date:06/11/2025
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 contact manufacturer to replace my mattress because of mattress was sagging I send pictures which they ask for, after few minutes later I received email they denied my claim, I told them to look at pictures again make sure they took their time. But they refused to give me my replacement. I have parkinson's, it's very hard to get out bed because mattress really sagging. I send them same pictures that I send them about 8 years ago, and that time they replaced my mattress, this time they told me your mattress is not sagging that much, warranty department looks all the pictures, they I told I would like to asckelet , then I got email from with phone number to call supervisor. I called supervisor, he told me warranty department already look at the pictures I can't do anything for you. I explained to him about pictures then he said I am sorry I can't do anything for you, and hang up the phone. I got nowhere to go, so my final source is best BBB. Please help me. I have attached copy of email and pictures I send to the company.Business Response
Date: 06/11/2025
The customer was unwilling to listen to our verbal reinforcement of the reason for his warranty claim denial. The following was sent to him via email and all decisions made by the warranty team are final:
We understand that comfort is crucial. Our warranty policy requires a visible sag to qualify for a replacement. This is because a visible sag, which must be measured as an indentation of .75" inches or more, indicates a structural issue with the mattress materials. This measurement ensures that the sag is not just a subjective feeling but a quantifiable defect. We cannot replace a mattress based solely on the feeling of sagging without visible evidence. This policy ensures fairness and consistency for all customers, as feelings of sagging can vary greatly between individuals. For additional assistance understanding our warranty coverage and limitations., please visit www.tempurpedic.com/warranty-terms.
Customer Answer
Date: 06/11/2025
Complaint: ********
I am rejecting this response because:
Sincerely,
****** *****Initial Complaint
Date:06/11/2025
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 submitted a warranty claim to Tempur-Pedic last week through their official portal regarding my mattress, which has visibly shrunk by approximately 2–3 inches on each side. As part of the submission process, I uploaded the limited number of photos their system allowed, including clear images showing a measuring tape placed on the mattress to highlight the dimensional shrinkage.
However, instead of properly evaluating the actual issue I reported, Tempur-Pedic rejected my claim yesterday, citing that the mattress was “damaged” due to a small yellow spot located in the middle—allegedly from bodily fluid. This rationale is completely unfounded and irrelevant to the issue at hand.
First, it is physically implausible for a yellow stain—particularly in the center of the mattress—to cause the side edges to shrink by multiple inches. Second, if Tempur-Pedic expects customers to compromise the cooling functionality of their product by fully covering it with protectors and multiple layers, that defeats the purpose of their core product feature.
Importantly, this warranty request is not about sagging or discoloration—it is specifically about structural shrinkage along the edges, which the stain has nothing to do with. Their refusal to assess the actual claim and instead dismiss it based on an unrelated mark is both misleading and unfair.
I am requesting that Tempur-Pedic re-evaluate this claim based on the true issue presented—edge shrinkage—and not dismiss it based on a completely unrelated and inconsequential spot.Business Response
Date: 06/11/2025
The fact that there is a stain on the mattress not only results in a denied warranty claim, but it also completely voids the warranty. All decisions made by the warranty team are final.Customer Answer
Date: 06/11/2025
Complaint: ********
I am rejecting this response because:
While I acknowledge the presence of a minor stain in the center of the mattress, I want to clarify a few key points:
1. There is no staining on the edges of the mattress, which is the actual area of concern in my warranty claim. The markings you’ve circled make little sense, as those areas (both edges) show no visible stains. What you may be seeing are natural creases in the cover that can be easily smoothed by hand—this is not staining.
2. The issue I reported is shrinkage of 2–3 inches on each side, which has no relation to the central stain. As I mentioned earlier, a few drops of human fluid in the middle of the mattress cannot, under any logical or scientific basis, cause the sides to shrink or compress in this manner.
3. Since you’ve highlighted how strictly you adhere to your warranty policy, I would respectfully ask that you review the actual language again. The policy clearly states that stains void warranty only if they are related to the damage being claimed. In this case, the stain is not even in the affected area and has no bearing on the structural defect I’ve reported.
Official wording - "The warranty is voided if the product is found to be unsanitary or has physical abuse or damage, including but not limited to burns, cuts, tears, liquid damage, or stains that affect the product’s structural integrity". Since the stain is not in the area of the defect and does not impact structural integrity, the warranty should still apply. Stains may void the warranty if: (1) They are present in the area related to the claimed defect. (2) They indicate misuse or neglect. (3) They prevent proper inspection or repair.
Sincerely,
*** *********Business Response
Date: 06/11/2025
We stand by our original statement.Customer Answer
Date: 06/11/2025
Complaint: ********
I am rejecting this response because:The business is manipulating its own policy and exploiting loopholes to justify denying my claim. I encourage BBB to evaluate the situation independently—the submitted photos clearly show the shrinkage, and it’s evident to any reasonable person that the yellow spot the company is referencing has no connection to the actual defect. It’s a structural issue, and the stain is irrelevant.
Additionally, the company has pointed to a so-called stain on the mattress edge that simply does not exist. I’ve already flagged this misrepresentation, yet instead of acknowledging and correcting their error, they’ve chosen to ignore it—likely because it’s the only way they can continue to deny the warranty. In essence, they are inventing a defect to sidestep responsibility.
I respectfully request that BBB review this matter objectively and independently, based on the facts and evidence already submitted.
Sincerely,
*** *********Initial Complaint
Date:06/10/2025
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.
We have an issue with a Tempur-Pedic - Hybrid Pro Adapt Medium mattress.
The mattress has a sink hole just under the memory foam layer. I’ve worked with the company on two different occasions to honor the warranty. I’ve sent dozens of photos and answered dozens of emails only to have them refuse to honor the warranty.
I have the full email trail and loads of pictures. I will attach a few for you. One weird thing is that they will NOT send a representative and rely on you to do the work. Once it’s complete they simply refuse to honor the warranty.
We have had this mattress for two years and now I have had to put it in the garage and buy a new mattress because it is unusable.
The last reason they gave was that the mattress had been damaged by liquid. While there are a couple of light stains on the mattress, protector, I sent pictures showing that the stain did not go through to the mattress. The representative refused to even discuss it with me and just kept sending me emails with their warranty policy.
Thank you,
******* *******
************Business Response
Date: 06/10/2025
Based on the photos the customer submitted, the warranty team discovered stains on the mattress. Not only does this result in a denied warranty claim, but it voids the warranty on the mattress. The customer has been advised of this. We apologize for his frustration, but all decisions made by the warranty team are final.Initial Complaint
Date:06/09/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a mattress from the website with the understanding that I would have a 90 night trial based on an email sent directly feom tempur-pedic. After purchasing and in extreme back pain from said mattress, tempur-pedic states the mattress is not eligible. My issue is that I have a direct correspondence that did not indicate the same.Business Response
Date: 06/09/2025
The Customer was advised that she purchased an closeout model and where on the website it states so. Closeout products are final sale.Customer Answer
Date: 06/09/2025
Complaint: ********
I am rejecting this response because: as displayed in the email images attached, when responding that my cart was ready, the trial period was listed on there as an option when placing the order. No indication on this email that if ordered no trial period is afforded. Email just states that if ordered on tempurpedic.com you get free delivery, 90 night trial, and 10 year warranty. No mention in this communication directly from tempurpedic that this mattress would not qualify.
Sincerely,
******* *****Business Response
Date: 06/11/2025
We stand by our original statement.Customer Answer
Date: 06/11/2025
Complaint: ********
I am rejecting this response because:
Documentation provided dispute the response.
Sincerely,
******* *****Initial Complaint
Date:06/09/2025
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 contacted Tempur-Pedic NA on 6/6/2025. I need to file a warranty claim due to the mattress layers separating. There is no support at the head of the bed due to the separation. I was told to take a photo of the "Law Tag". I searched the entire mattress and there was only branding tags. If they shipped the mattress without the tag then they should be responsible for it. I called back and was told "sorry, nothing we can do". I told them there was no tag. I search all over and under the mattress. I told them it was unfair and probably illegal that they sold a mattress without the tag and they challenged me to get an attorney and hung up. The order number is ************ and was direct from Tempur-Pedic so there is no doubt it is their mattress and their filed workmanship.Business Response
Date: 06/09/2025
We understand the customer's frustration. That being said, as stated in our warranty policy, any warranty claim must have the law tag and show photographic proof.Customer Answer
Date: 06/09/2025
Complaint: ********
I am rejecting this response because: They sent a mattress without the tag!. Class Action?
Sincerely,
**** *******Business Response
Date: 06/11/2025
We stand by our original statement.Customer Answer
Date: 06/11/2025
Complaint: ********
I am rejecting this response because: It wasn't a response.
Sincerely,
**** *******
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