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

  
• 

  Sealy, Sterns & Foster Mattress Company

  1705 Rockdale Industrial Blvd NW Conyers, GA 30012

• 

  Tempur Pedic Authorized Dealer

  4512 Chamblee Dunwoody Rd Dunwoody, GA 30338

• 

  Tempur-Pedic Flagship Store

  4400 Sharon Rd Charlotte, NC 28211

• 

  Tempur-Pedic North America , LLC

  170 Hillside Rd Cranston, RI 02920

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:05/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 10, 2025 I ordered a pillow from Tempur Pedics website to compare to an existing pillow to find relief from chronic shoulder pain. Like many other companies I thought Tempur pedic would take the returned item after I had a chance to try it out. On their main webpage it states a 90 day trial. It does not differentiate if it applies to a certain product. Therefore I did not feel the need to read the specific return policy in detail. On May 11 when I logged back in to make note of the length of time to return the item, I realized they do not take returned pillows. I then on May 12 reached out to cancel because I could not find how to on my own. But because they had already shipped it, it could not be cancelled. It arrived May 13. I called customer service on May 14 after emailing sent me to that route. I have not opened the box. The customer service agent repeated that it is a firm policy and is a final sale item. She stated the policy for returns is listed in many places but I find it to be deceptive that they do not differentiate the advertised 90 day trail that customers see on the main page when visiting their website. The same pillow is sold by tempur pedic through Amazon for less money ($130 vs $89) and is eligible for returns.

  

  Business Response

  Date: 05/14/2025

  We did advise the customer of our final sale policy regarding all of our comfort items. We also advised the customer that the return policy is published on the website.

  Customer Answer

  Date: 05/14/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the business is not acknowledging the deceptive advertising on the main webpage or that selling their same product on Amazon is returnable. 
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 05/14/2025

  We stand by our original statement.

  Customer Answer

  Date: 05/14/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that I am no longer perusing the complaint. 
  
  
  
  Sincerely,
  
  
  
  ****** ********
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:05/14/2025

  Type:Billing 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.

  Date of Transaction: December 16, 2020
  Amount Paid: $4,101.16
  Business Name: Tempur-Pedic (purchased through Mattress Firm)
  
  Complaint:
  
  I purchased a Tempur-Pedic ProAdapt 12" Medium Hybrid Cal King mattress in December 2020 for $4,101.16 (receipt attached). The mattress developed a deep hole after 4 years of normal use. I filed a warranty claim under Tempur-Pedic’s 10-Year Full Replacement Warranty (for products purchased 3/1/14–10/1/22).
  
  Tempur-Pedic first denied the claim saying I used an “improper foundation” (bunkie boards). However, the warranty only requires a “firm, solid-surface, non-spring foundation,” which bunkie boards satisfy. After proving the foundation met this requirement, they changed their reasoning and falsely claimed the mattress had “stains.”
  
  There is no stain—only a shadow caused by the hole. I submitted clear photos, including one with the cover removed. Tempur-Pedic enhanced the image saturation and used that to justify denial.
  
  They now refuse to escalate the claim and say a supervisor will not review it. I believe they are unfairly denying a valid claim using unsupported and shifting excuses, in violation of their own warranty terms. I have used a protector at all times, and there is no abuse or damage.
  
  I’m requesting that Tempur-Pedic honor the warranty and replace or refund the defective mattress. I have been a loyal customer for over 20 years, but this experience has shown a lack of integrity in how they handle warranty claims.

  

  Business Response

  Date: 05/14/2025

  The customer is stating that he cannot take his denied warranty claim to a supervisor. As the customer was advised via email, no one outside the warranty team can alter the policies, decisions or procedures, including supervisors or management. The decisions made by the warranty team are final.

• Initial Complaint

  Date:05/12/2025

  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.

  Temper-Pedic had the LuxAdapt mattress on sale for about $3400. I purchased the mattress on April 20, 2025. The mattress was slated to arrive from the warehouse in Atlanta, GA to the delivery team in Conyers, GA on April 29, 2025 and delivered on May 2, 2025.
  
  May 2, 2025 arrived and no mattress. I called and they changed the delivery date to May 6, 2025. May 6, 2025 arrived and no mattress. I called and they advised they have to check with the delivery team to get an update on when it would be delivered. I got an email from Temper-Pedic stating my mattress was ready to be delivered. I called and once again, they advised they would reach out to the delivery team to schedule. They gave me the number to the delivery team. I called, left a voicemail and even sent a text message per the voicemail Instructions.
  
  No one called to schedule my delivery. I requested a refund and order the mattress through mattress firm but had to pay full price for the current model.
  
  I was excited to get the 2023 model at a discounted price

  

  Business Response

  Date: 05/12/2025

  We certainly apologize for the delay in delivery. The customer recently asked to cancel his order, which we did. As far as giving financial compensation, the customer is not buying from us, but from Mattress Firm, a third party retailer. 

• Initial Complaint

  Date:05/05/2025

  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.

  Submitted a warranty claim for a purchase made on a mattress on February 16, 2019. The mattress carries a 10 year warranty. I submitted all required information. They rejected my claim because of the staining on the mattress. The little stain that is on the mattress has nothing to do with the issue and the problem isn’t even where the stain is. There is a crack on the very edge of the mattress that no one even lays on, it’s not right. Tempur-pedic tried to tell me the issue is from the stain, I can guarantee you, that’s not true plus, I’m 99.9% sure, that didn’t even penetrate through the cover. I just want our warranty claim honored as such. There is a slight sagging going on but, that’s not the primary concern, I’m concerned of the crack in the material underneath the cover.

  

  Business Response

  Date: 05/05/2025

  Having a warranty does not guarantee that a warranty claim will be approved. We have attached the link for the customer to read the warranty terms and conditions, including where stains are not covered.

   

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

  Customer Answer

  Date: 05/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I had advised a representative come to review the product and look at it, it should NOT be cracking where it’s at. 
  Pour customer service and poor product!

  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 05/06/2025

  Staining, no matter the location on the mattress, is a valid reason for us to void the warranty, this is stated on our website.

  Customer Answer

  Date: 05/06/2025

  
  
  Complaint: ********
  
  
  
  

  I am disappointed to learn that my claim was denied based solely on the presence of staining. While I understand that your warranty policy includes conditions related to cleanliness, the basis of my claim is a structural defect, specifically, visible cracking and deterioration of the mattress material underneath the cover, no where near the staining. This issue indicates a failure in the integrity of the product itself, not a consequence of surface-level staining. Given that the defect comprises the primary function and advertised durability of the mattress, I believe it warrants proper consideration under the terms of your limited warranty. A denial based solely on staining, especially when unrelated to the defect in question, feels both unreasonable and inconsistent with Tempur-Pedic’s commitment to product quality and customer satisfaction. 
  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 05/07/2025

  This Limited Warranty does not cover:
  
  Physical abuse or damage to the structure and/or cover material, including but not limited to, burns, cuts, tears, liquid damage, or stains
  
  

  Customer Answer

  Date: 05/07/2025

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

  Your response does not address the actual claim in question. As previously stated, if you believe the mattress has been subjected to abuse, I invite a representative to inspect it in person. What you’re describing is consistent with normal wear and tear. The mattress is six years old, and if Tempur-Pedic promotes a 10-year warranty but is unwilling to honor it in full, then perhaps the advertised warranty period should be reconsidered. Otherwise, this comes across as misleading and could be perceived as false advertising.
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:05/02/2025

  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.

  I ordered a Tempur-Pedic TEMPUR travel pillow on April 25, 2025. The product is advertised as a compact pillow for travel, that fits into a bag to compress it down into a size suitable for luggage. When the pillow arrived, I compressed it into the bag, then zipped it closed. The zipper immediately broken, rendering the bag unusable. I contacted Tempur-Pedic customer support, requesting a replacement travel bag. They informed me that the bag is not covered by warranty. I am reaching out in the hope that you will be able to facilitate a replacement bag.

  

  Business Response

  Date: 05/02/2025

  The customer was advised correctly. The "bag" is a container and not a pillow. The pillow itself is covered under warranty.

• Initial Complaint

  Date:04/29/2025

  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 brought a tempur pedic base on 10/26/24.
  sales order number D17*********191704
  customer number CS*********
  the power core to the base is broken.
  the attached part is poorly made.
  as I was disconnecting it the part broke.
  
  The prongs are very easy broken. It must be a defect in the manufacturing,

  

  Business Response

  Date: 04/29/2025

  The customer did not purchase from us, but From Mattress Firm. Our Warranty team has been in touch with this customer this morning. The warranty team has the customer's documents and will be reaching out by email to discuss.

• Initial Complaint

  Date:04/24/2025

  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.

  Date of Transaction:
  September 2024
  
  Amount Paid:
  $2,490.02 for one Stearns & Foster mattress
  
  What the Business Committed to Provide:
  A high-end Stearns & Foster mattress with a 10-year limited warranty, designed to provide long-lasting comfort and support. The mattress tag and marketing materials suggested compatibility with or without a foundation.
  
  Nature of the Dispute:
  Within six months of ownership, the mattress developed a significant sag, I submitted a warranty claim, which was denied based on the type of foundation used—despite no disclosure at time of purchase that a specific Stearns & Foster (or affiliated brand) foundation was required. The mattress tag even states that it can be used “with or without a foundation.” I offered to pay for an in-person inspection, which was ignored. I have documented all communication, measurements, and photos.
  
  To date, Stearns & Foster has offered only a 50% off coupon for a new mattress, despite the clear defect and my extensive effort to resolve the issue.
  
  Efforts to Resolve the Problem:
  I have communicated directly with Stearns & Foster multiple times. I submitted all requested photos and documentation. I offered to pay for a professional inspection. My warranty claim was denied without adequate consideration, and I have now requested a full refund. I have received no meaningful resolution and was met with evasive responses and upselling.
  
  Advertising (if applicable):
  The mattress tag itself is misleading. It states: “This mattress is intended to be used without a foundation or with foundation(s),” suggesting flexibility in support systems—contrary to what they now claim using only their own foundation as a requirement.
  
  Desired Outcome:
  A full refund for the defective mattress, or a full claim approval without conditions based on unclear and undisclosed foundation requirements.

  

  Business Response

  Date: 04/24/2025

  We understand the customer's frustration, however the decisions made by our warranty team are final. The customer can see the exclusions of warranty protection on our website, but we are including that information on this complaint. Please read the fourth line down.

   

  THIS LIMITED WARRANTY DOES NOT COVER:
  Comfort preference.
  Cover pilling associated with normal wear and use.
  Physical abuse or damage to the structure and/or cover material, including but not limited to: burns, cuts, tears, liquid damage, or stains.
  Damage associated with an improper bed frame, foundation, or adjustable base.
  Replacement of another piece in the Stearns & Foster sleep system (e.g., mattress, adjustable base, pillows, etc.) unless the other piece is also defective.
  Floor models or demonstration samples.
  Product sold by unauthorized resellers.
  Product sold “as-is,” “preconditioned,” “reconditioned,” “used,” “comfort return,” “returned,” “previously owned,” or any other similar wording indicating that the product is not “new” or of “first quality,” or has previously been purchased or used by another consumer.
  Normal indentations or sagging of less than 1 ½? for quilted or tufted top mattresses, or less than ¾” for flat top panel mattresses without any quilting or tufting. If it is determined that an indentation is caused by misuse, abuse or factors other than a product defect, this warranty will not cover that condition.
  Odors.
  Mildew or mold occurring after use of the mattress, unless discovered within 30 days of purchase of the mattress.
  Damage caused by other actions or events beyond Sealy’s reasonable control.

• Initial Complaint

  Date:04/17/2025

  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.

  Subject: Request for Warranty Resolution – Mattress Protector Purchased Dec 13, 2024
  
  Hello,
  
  I purchased a mattress protector for my Tempur-Pedic queen-size mattress on December 13, 2024, and registered it for warranty shortly thereafter.
  
  Since then, I’ve noticed that the protector does not stay securely in place. I contacted one of your local stores, and they advised me to reach out to online customer service to request a warranty exchange or possibly upgrade to a version with straps and pay the difference. However, when I contacted online support, I was told that nothing could be done.
  
  I find this extremely frustrating and unfair. If a product is under warranty, there should be a resolution when it fails to perform as expected. I kindly ask that you honor the warranty and help me resolve this issue—whether through a replacement, upgrade, or another appropriate solution.
  
  I would greatly appreciate your prompt attention to this matter.
  
  Sincerely,
  ********* ******

  

  Business Response

  Date: 04/17/2025

  The issue the customer is having with the mattress protector is not a warranty issue. All decisions made by the warranty team are final.

• Initial Complaint

  Date:04/15/2025

  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.

  tempurpedic bed 9/11/21 vibration unit would not shut off person came out to fix wire was cut in half by bed vibration bed repair person said they had seen others cost of bed7096.00 dollars

  

  Business Response

  Date: 04/15/2025

  Customer is outside of his three-year labor warranty. Customer was given to Escalations Team. Per Management, the customer was offered to have us ship parts directly to him for a self-install, or we would schedule a technician. There would be a fee for technician as the customer is out of the service portion of his warranty.

• Initial Complaint

  Date:04/11/2025

  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.

  Bought a Tempur-Pedic adapt medium hybrid mattress at Mattress Warehouse in Eldersburg MD on 4/10/25. Upon receiving the mattress on 4/11/25, it measures 73 by 77 inches, not king size of 76 by 80.

  

  Business Response

  Date: 04/11/2025

  The customer should have contacted the retailer he purchased from as if the mattress was mis-sized beyond our tolerances, they would have corrected the issue.