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.

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• 

  Tempur Sealy International Inc.

  1000 Tempur Way Lexington, KY 40511-1386

  
• 

  Tempur Pedic Authorized Dealer

  2860 Cumberland Mall SE STE 1500 Atlanta, GA 30339

• 

  Sealy Mattress Company

  1201 Highway 290 West Brenham, TX 77833

• 

  Tempur-Pedic North America , LLC

  170 Hillside Rd Cranston, RI 02920

• 

  Sealy Mattress Company

  1070 Lake Road Medina, OH 44256

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:06/04/2025

  Type:Customer Service 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.

  In May of last year 2024 I purchased a Stearns and foster queen size estate model mattress. The mattress has issues with sagging in different areas as a result I’ve had to rotate the mattress monthly . As a result of this mattress not having the quality it should I am experiencing hip and back issues . I completed the warranty process took many pictures did everything they asked me to do to have a replacement mattress done and I was refused replacement. The cost of the mattress and the quality has not held up and I feel like I’ve been ripped off. I would like someone to help me with this issue.

  

  Business Response

  Date: 06/04/2025

  The customer's mattress did not meet the minimum requirements for a warranty exchange. This is a portion of the reply we emailed the customer: "

  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  1.5" 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."

  We understand the customer is not satisfied with the decision made by the warranty team, however their decisions are final.

  Customer Answer

  Date: 06/04/2025

  
  
  Complaint: ******** I am very disappointed in the response from Sterns and Foster the amount of money that I paid for this mattress and it only it did not hold up. The Sagging is internal. I have made it very clear to them. I want you to read all the messages that has transpired, as well as the pictures that I sent them, you cannot see the sagging because it’s internal when I lay on the mattress I have the problem I even requested that they send someone to my home to lay on the mattress . They later, replied to me that they do not send representatives to the home. I am simply asking for a replacement of this mattress I spent almost $2,000 for this mattress that’s a lot of money to spend for something that did not hold up only months after purchase . Again, I am requesting a replacement of the product comparable to the amount that I paid for and the quality that I expected.
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 06/06/2025

  The warranty claim was denied due to the customer's inability to show a 1.5" sag which is indicative of a manufacturer's defect which is what the warranty is all about. 

  Customer Answer

  Date: 06/14/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: i’m very displeased with the purchase of the product. The mattress cost over $2000 and it has not held up.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:06/02/2025

  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.

  In 2023, I purchased a Stearns & Foster mattress from Mattress Firm. At the time of sale, I was not informed that the mattress was a floor model or "demo" and would be ineligible for warranty coverage. Less than two years later, the mattress has developed a significant and visible sag, causing discomfort and affecting my sleep.
  
  I initiated a warranty claim through both Mattress Firm and Stearns & Foster, but both companies denied support, citing that the mattress was a demo and not warrantable. This was never disclosed at the time of purchase. Had I been informed, I would not have agreed to buy a product without standard warranty protection.
  
  I am requesting a full replacement or resolution consistent with the quality and longevity expectations for a premium mattress that was sold under misleading conditions.

  

  Business Response

  Date: 06/02/2025

  The customer's concerns lie with his place of purchase. Third Party retailers that sell Stearns and Foster products are completely responsible for filing warranty claims. If the warranty claim was denied, that decision is final as it follows our own warranty policies and procedures.

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair 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 April 18th of 2021, I purchased a mattress with a ten year warranty, it was a large investment of $3,241 and I trusted it to last the full ten years. I was not suggested any specific foundation to buy during my purchase. A few months ago, before the four year mark, the mattress began to sag and become uncomfortable. I filed a warranty claim and had it invalidated by the claims associates who informed me that I had placed the mattress on the wrong foundation. When I was setting up the new mattress I came across a tag on the back that declared the mattress was "intended for use without a foundation or with foundations multiple" I therefore trusted that a normal supports supplied by a well made queen size bed would be sufficient. We have used foam beds before so we added a wooden base support as well. Tempur-Pedic is claiming the wooden board we used somehow caused all the damage even though the under support fits their warranty description of having 3 inch slats no further apart than 4 inches. Their warranty does say not to use "plywood" however I did not see this warning due to my trust of the tag on the back. Had the tag not suggested that the mattress did not need a foundation, I would have looked up the warranty when purchasing and setting up our new bed and I would have seen the warning and been able to comply with the warranty. As is, I had no chance as I trusted the tag. Tags on clothing that state they are machine washable, and dishes that say microwave safe on the back are something common in our society and we trust them. I have been misled by this tag and therefore the fault lies with the Tempur-Pedic. I ask that either my warranty be upheld or that I be refunded.

  

  Business Response

  Date: 06/02/2025

  The customer was advised in writing (see below) and verbally by the Escalations Team. Customer is/was unwilling to accept our Company's policies regarding what is and what is not covered under our warranty. Here is the email that was sent to the customer:

  "Thank you for reaching out. The warranties on our website are complete, detailed warranties. You can find all the warranty information on our website here. We do not keep physical copies since they would be the exact same as the ones posted on our website. You can easily view and download the warranty for your specific mattress model and year online here. 

   I am very sorry that you are dissatisfied with our decision. Our warranty specifically outlines that the mattress cannot rest on untreated wood. 
  

  Doing so is considered an unapproved support. Using an unapproved support for any period of time will cause the mattress to deteriorate and void your warranty. 
  
  We're so sorry for this outcome and that there is not more we can do for you at this time."

  All decisions made by the Warranty team are final.

  Customer Answer

  Date: 06/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the links to the "limited online warranty" and the "specific to my mattress" warranty are the same links. Either way the tag still states that I do not need a foundation therefore I should not need one of any kind, much less a specific one. 
  
  
  
  Sincerely,
  
  
  
  ******* ****

  

  Business Response

  Date: 06/04/2025

  We stand by our original statement.

  Customer Answer

  Date: 06/04/2025

  
  
  Complaint: ********
  
  
  As do I. It's really no wonder your rsting is 1.1 stars, if no stars were only a choice it might be lower. 
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:05/30/2025

  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.

  The beginning of May we noticed coild coming thru the memory foam of our temper pedic adapt. When we unzipped the cover much our the foam was breaking down. Ashley Furniture said it would be a warranty coverage as it has been semi common with this mattress. We did a clain and they asked for pictures of damage . We se t the. And claim was denied as they said they saw a couple stains. We always used a water prof cover so nothing damaged the mattress. Rep said we could escalate it but would do no good to change decision. They based decision off of pictures not actually seeing bed. Its a 3000 dollar mattress and only 4 years old.

  

  Business Response

  Date: 05/30/2025

  The customer's submitted photos show stains from fluids or liquids. This not only results in a denied warranty claim, but it also voids the warranty. Our warranty can be seen here: ******************************************************** Clearly, if the customer had a mattress protector, then that mattress protector failed.

  Customer Answer

  Date: 06/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: there was no liquids that went thru mattress. The entire top foam was breaking down. If that is temper pedics position we will happily post reviews and speak out against this company and their product.  I am retired military so i have all the time in the world to blast my opinion all over review sites and social media.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 06/04/2025

  We are thankful for our customer's service to our country, but we will not be changing our decision.

• Initial Complaint

  Date:05/30/2025

  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 received the tempur pedic pillow as a gift from my company a year ago. And now the pillow apparently has manufacture defect. It is bumpy and lumpy. So I asked tempur pedic for the replacement. Then they told me there is no replacement because I can’t provide the receipt. They can’t even provide the way for me to fix the bumpy pillow. Their so called warranty is like a scam. It protects the sellers not the buyers.And it hurts consumers who have similar issues like me. I just want to report this and let BBB org to escalate this kind of issue. Thanks!

  

  Business Response

  Date: 05/30/2025

  It is our Company policy that any warranty claim must include proof of purchase as the warranty only covers the initial purchaser. We certainly apologize for the customer's frustration.

  Customer Answer

  Date: 06/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I received this pillow as a gift from my company and I am the only user for this pillow. This is not the second hand product. Why Tempur rejected my replacement request?? Their pillow is bumpy after a year of usage. It is normal that I want them to give me the resolution for this manufacture defected product. They didn’t stated the warranty only for original buyer in the advertisement. They only states 5 years warranty in the advertisement or the product package. It is misleading and hurting consumer.
  
  Sincerely,
  
  
  
  ***** **

  

  Business Response

  Date: 06/04/2025

  The warranty on our products only cover the original purchaser. 

• Initial Complaint

  Date:05/23/2025

  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 mattress from this company and it was a piece of junk. The thread began to unravel and the cover is coming off. I attempted to make a warranty request and was denied because they claimed it was stain(I submitted photos), which it was not the mattress is dark gray and appears to have discolored but I don’t see a stain in person. I asked to connect with a supervisor and was told by James Lawrence that I could call thei escalations line but will be told the same thing. The warranty is a scam!!! Spent almost 1000. Will never buy again

  

  Business Response

  Date: 05/23/2025

  We apologize for the customer's frustration, but based on the photos they submitted, the decision of the warranty team is final.

  Customer Answer

  Date: 05/23/2025

  Complaint: ********
  
  
  I am rejecting this response because the bases in which the claim was denied was flawed. There were no stains and no one from this company would even give it a second look. 

  
  I have photos but was unable to attach here.

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

  
  

  

  Business Response

  Date: 05/28/2025

  
  We stand by our original response, as well as the denial of this warranty claim, there are stains on the top of the mattress, and this is a clear violation of our warranty policy. 
  

  Customer Answer

  Date: 05/28/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I don’t agree
  
  
  
  Sincerely,
  
  
  
  ******** ****

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair 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.

  05/20/2025 Tempurpedic erroneously denied a warranty claim stating water damage of a mattress. Because if the photo of a stain on the adjustable base. The mattress in question has no water damage never had a spill. The base has a stain but this same base has been used on multiple previous mattress’s

  

  Business Response

  Date: 05/21/2025

  The Warranty team based their decision on the photos the customer submitted. The customer has been advised of this as well as the decisions made by the Warranty team are final.

• Initial Complaint

  Date:05/20/2025

  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 mattress in 2018 with a 10 year warranty covering material, craftsmanship and comfort. They are not standing behind this warranty as you can see in their response to my claim in the uploaded emails.

  

  Business Response

  Date: 05/20/2025

  Thank you for bringing this to our attention. We take our warranty claims very seriously at TempurPedic. In this instance, after reviewing the warranty claim information, while there appears to be something of a depression in the area mentioned, it does not meet the criteria for warranty claim approval. Additionally, comfort is not a consideration in the warranty claim. It is a limited warranty that only covers manufacturer defects. Based on this information you provided, we don't deem any apparent defects progressed enough to merit a replacement. 

  Customer Answer

  Date: 05/20/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I completed their requests for additional photos, followed their demands as requested, provided full purchase receipt as requested. 

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

  

  Business Response

  Date: 05/21/2025

  The photos that the customer submitted did not prove a dip or sag of 3/4". The following is the explanation we sent to the customer:

   

  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.?
   
  That said, your mattress is covered under a 10-year warranty, and we’re here to support you throughout that entire period. If the sag increases over time, you are absolutely welcome to submit a new claim in the future. We’ll be ready to assist you every step of the way.
   
  It is for these reasons that we cannot approve your warranty claim. 

• Initial Complaint

  Date:05/19/2025

  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.

  Purchased a Tempur-Pedic mattress on 9/28/2020. Have had two other mattresses from this company over the last 30 years, and have been completely satisfied before.
  Within the first three years, I noticed discomfort and sagging when sleeping on the newer mattress, causing back pain I do not experience sleeping anywhere else.
  Contacted the vendor, Mattress Firm, who directed me to Tempur-Pedic. Learned that I needed to file a warranty claim online, which I did. February 2024. Claim number 1703670.
  After completing their process, I was told that the photo I submitted does not meet their criteria for replacement. Further inquiries to the email correspondent netted nothing.
  I have had several joint replacement surgeries over the past two years, which is why I haven't had the energy to follow up. However, I called on 5/15/25 and after speaking to Michael in the escalation department, I was told several things:
  Even if I reopened my claim, there would be no better resolution. Even if I requested a person come and view the problem, there would be no other assistance offered. I expressed my dissatisfaction politely and let them know I was contacting the BBB. I was told "There's not a whole lot we can do." They refused to do anything to address the issue.
  On contacting Mattress Firm, where I purchased the mattress, Darnell, the manager, said there's nothing they can do.

  

  Business Response

  Date: 05/19/2025

  While we do sympathize with the discomfort that the customer is experiencing, our warranty policy is clear on the requirements needed to be able to approve a claim, that there has to be a permanent impression of 3/4 of an inch or greater. So, we stand behind our original response. 

  Customer Answer

  Date: 05/25/2025

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

• Initial Complaint

  Date:05/15/2025

  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 have been longtime Tempur-Pedic customers, having now owned two mattresses, and love them. The current one is a tempur breeze split king. We have had trouble finding sheet sets that fit the height of the mattress, so when it was time to buy a new set, I thought I would give Tempur-Pedic a chance since they also sell sheets.
  
  Normally I would have purchased them on Tempur-Pedic's amazon store, but decided to go through their site directly. on 5/2 I purchased two king split king cotton sheet sets in white. When they arrived about a week later (last week) I noticed immediately that the quality was not good. The sheets were advertised as soft and durable, and they were not soft, and as for durable, I could see my hand clearly through the sheets. Also knowing how fabrics work, I thought I would give the one set a wash, to soften it up... that did not work, and they were the same if not a little worse.
  
  So I immediately went to initiate a return. I couldn't find anywhere online, then called... and the online system wouldnt' even let me speak with a human, and directed me back to the site. The website now says there are no returns on sheets! Had I ordered them on amazon, they would already be returned, and it would have still come from Tempur-Pedic directly.
  
  Order number is: *********633
  And we paid: $410.32
  
  All I want is a return, to simply be able to return these products that are sub standard. I called and spoke with a customer service person in the warranty claim department, and they said there is no supervisor I could speak with that could help. Look, what i find even more insulting is that you do returns... just not for people who buy direct from you, and you tout this JD power "#1 in customer service" which would appear to be a lie.
  
  Please do the right thing, and allow me to return the one unopened set and one washed set of sheets, and I will consider this satisfied.

  

  Business Response

  Date: 05/15/2025

  As it states on our return policy, which the customer would have seen before finalizing their purchase, our comfort items (pillows, sheets, etc.) are a final sale item.

  Customer Answer

  Date: 05/20/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This is ABSURD. If the product had been ordered from your own store on Amazon.com, which still comes from you, i would have been able to return it. Your product was NOT as advertised. it was false advertising, with apparently ZERO customer service because you won't stand by your products, and make it incredibly difficult to even reach out.

  All I'm asking, is for you to appear to care about your customers. I purchased a product, It arrived not as described, I initiated a return the next day from reciept of said product. Legally, we have the right to cancel a credit card charge within 3 days. You broke the law. And then have a convoluted customer "service" apparatus designed to frustrate your customers and make them give up... the system is complicated, not helpful, and I couldn't even speak with a live person on the phone!

  Again, I have the unopened package and one that is, and have them in their original boxes, and want to send them back for a refund. Maybe because you're so big, you don't care about the little customers out there, but this is extremely frustrating.

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

  

  Business Response

  Date: 05/21/2025

  We stand by our original response. This is a final decision.

  Customer Answer

  Date: 05/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it’s ridiculous. The product was not as described, and therefore this is fraud. You send a customer a product that was not as represented. 
  

  Try standing by your products.
  
  
  
  Sincerely,
  
  
  
  ******* ******