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. has 11 locations, listed below.

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• 

  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

  1201 Highway 290 West Brenham, TX 77833

• 

  Sealy, Sterns & Foster Mattress Company

  1705 Rockdale Industrial Blvd NW Conyers, GA 30012

• 

  Tempur Pedic Authorized Dealer

  4512 Chamblee Dunwoody Rd Dunwoody, GA 30338

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: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.

  We purchased a Luxe Adapt Mattress with a 10 year limited lifetime warranty. We have now submitted four warranty claim requests with ALL of the proper documentation proving their 3/4" or greater demand. Because they "Demand" you use a yard stick and quarter to make this request possible it is IMPOSSIBLE to prove their exact demands possible and each has been denied. They only communicate via email and will not allow you to speak to a supervisor, do not respond beyond their "your information provided does not qualify emails" and there is absolutely no way to get a claim approved. We spent over $5,000 on a mattress that has a 10 year warranty that has sagging throughout the entire mattress and they are refusing to honor their warranty claim. I would NEVER purchase a Tempur-Pedic product again.

  

  Business Response

  Date: 04/11/2025

  Our warranty team bases it's decisions on the photos that the customer provides. All decisions made by the warranty team are final.

  Customer Answer

  Date: 04/16/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have provided the proper documentation, pictures that show the wear and tear on the product where it is properly sagging and how the mattress simply is failing. The "warranty" department is not willing to even review the case, simply rejects it each time it is submitted. The company owes me a non-failing mattress as the product I purchased is warrantied for 10 years and they are not honoring that warranty. 
  
  
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 04/17/2025

  Respectfully, our warranty team looks at the photos each customer submits and bases their decision on the photos. Decisions made by the warranty team are final.

  Customer Answer

  Date: 04/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: their warranty team has not reviewed the pictures accurately. Our decision is final as well, we are fighting Tempur-Pedic to honor their warranty. They continue to send the same A.I. response, which is not a response. 
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:04/09/2025

  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 am reaching out for help from the BBB because I purchased this mattress from mattress firm and it’s a Tempur-pedic which offers a 10 year warranty on their mattresses. And I have reached out to them several times about how my mattress is sagging and I cannot sleep on it anymore there is no support I sink into a hole And it causes me extreme pain. I have sent them all the pictures and the information that they requested and they keep on telling me to send them a picture with abroom and a quarter which I have and then that still was not enough for them that they needed the quarter to be standing up well quarter will not stay up because the whole That is sinking in is too deep. I have been sleeping on my couch because that’s the only way that I can get any sleep at all. I would like a credit so I can go buy a new mattress that I don’t have to worry about. It’s sagging after three years of owning it. I thought I was making a good investment, but this is a horrible experience to go through after spending that amount of money, which I don’t have money at all it took me over two years to pay it off. I would just like them to do the right thing and stand behind their warranty and allow me the opportunity to get a mattress that I can actually sleep on. I am 56 years old and I have arthritis in my back so even sleeping on the couch is not good for me. I hope can get resolved quickly. Thank you for your time and understanding, **** ******

  

  Business Response

  Date: 04/09/2025

  We have requested that the customer provide us with a mandatory photo in order for our warranty team to determine if there is in fact a manufacturing defect. The customer is stating that she cannot provide us with that photo. Unfortunately, without that photo, we simply cannot continue with her warranty claim.

   

   

   

  Customer Answer

  Date: 04/18/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I’m reaching out to you because I clicked on the button to reject their response and then I attached more photos and I sent my response in writing and then every time I click on the button to proceed it doesn’t seem like it’s doing anything so I’m reaching out to you to find out if it did go through? I have submitted all the photos that they asked me to even the one with the broom in the quarter and they are being beyond ridiculous because I told them that I couldn’t get the quarter to stand up like they wanted to because the hole is too deep and the quarter falls over, but the quarter is in the picture so they are claiming that I didn’t submit that to them or that I was unable to and without that picture with the broom in the quarter that they could not process my warranty claim. All I want is to be credited so I can get a mattress that I can actually sleep on because I have been sleeping on my couch because that’s the only way I can get any sleep at all And being a senior citizen and sleeping on the couch with arthritis is not a good combination. I cannot sleep on that mattress because it sinks down so far that it causes me so much pain because there’s no support whatsoever so I slept on it as long as I could, but I cannot anymore so I am forced to sleep on my couch. I would just like this to be resolved so I can find a mattress to actually sleep on. Thank you for your time and your help, **** ******
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:04/08/2025

  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.

  I ordered a mattress and missed a delivery. When attempting to reschedule the delivery, FragilePak had issues with their system and they kept sending the mattress back daily without any notice or correspondence from me. I continually get the run-around when I attempt to contact both companies. Contacting FragilePak, they say I need to contact Sealy. I contact Sealy, they say I need to contact FragilePak.
  
  They are then also threatening to charge me a $175 return fee despite my repeated attempts to schedule a delivery with them.

  

  Business Response

  Date: 04/08/2025

  The customer's shipping fee has been waived.

• Initial Complaint

  Date:04/08/2025

  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.

  Tempur-Pedic has done a terrible job in helping me resolve my issue with a very expensive bed that I purchased from them, which I need a replacement that they have be stalling to assist me with, not good at all. I have been calling them for years about this incident, they are violating the agreement with me in replacing my bed that is giving me problems. I have complied with their warranty dept. and customer support. Still till this day, I have not received any assistance, just scorn, disrespect, unprofessionalism and lack of support to replace my bed. The mechanical frame/base had to be discarded that stopped working years ago, all due to Tempur-Pedic not helping me when I called them during the pandemic until this very day. My warranty is suppose to cover all of this. I'm a loyal customer of Tempur-Pedic/Mattress Firm. I have sent over so many emails with pics and statements showing I paid for my bed/base, while Tempur-Pedic still violate my consumer rights to replace my bed w/ base. BBB of GA, I am owed an apology with a replacement of a new bed w/ base. I filed a ticket 947430 with Tempur, and still received no positive response.

  

  Business Response

  Date: 04/08/2025

  This email was sent to the customer in an attempt to assist him, however, it seems the customer is not willing to provide us with the "proof" that we are asking for:

   

  Thank you for contacting Tempur-Pedic today, I understand your concerns, and frustration.  Sandra hasn't been with us for over five years.  Your warranty claim only will last for 60 days then you have to start over. I know you stated in 2022 in 2023 and in Jan. 2024.  Oct. 20, 23 is when you sent in the photos of the tags of the mattress, but we do not have the photos requested of a full view of the mattress with a straight edge across the bed with a quarter in the area where the sag is, this way we can see what is going on with the mattress. 
   
  I asked you today if you have sent those photos, and asked if you still have them and you said you will not send anymore photos of the mattress. I apologize but wee do not have those photos requested. I have looked through 13 emails, I'm sorry to say they are not there.  If you have them, please send them to me on this email and we can move forward with your warranty claim. We try our best to get all claims approved but we need to see what is going on with the mattress. 

  Customer Answer

  Date: 04/10/2025

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

  

  Business Response

  Date: 04/11/2025

  We stand by our original response.

• Initial Complaint

  Date:04/08/2025

  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.

  This is regarding a mattress protector and sheet set.
  
  The mattress protector doesn't hold to the mattress well and the fabric bunches in the middle. It has only been washed in cold water on a delicate cycle. It is not smooth and tight fitting on the mattress. The website & box clearly states "Staytight eliminates shifting and wrinkles"....yet I have shifting and wrinkles. That is deceptive marketing or a product defect. The customer reviews on Tempurpedic's website show this is not an isolated issue and multiple people stating the same problem. This is a 100% valid warranty claim that should be approved.
  
  The sheet set became faded after sleeping on them. They also don't stay tight to the bed the Stay Tight straps fail and slip off causing sheets to come off bed. They have only been washed in cold water delicate cycle; Low heat dry. The website clearly states manufacture defects will be covered. The sheets should not have a stain on them after use when this doesn't happen with any other sheet sets I own. This is a product defect. To pretend not to see it is wild. It is a BIG REDDISH FADED STAIN IN THE CENTER. The customer reviews on Tempurpedic's website show this is not an isolated issue and multiple people stating the same problem (filter by 'faded' 'stain' and there are MANY). This is a 100% valid warranty claim that should be approved.

  

  Business Response

  Date: 04/08/2025

  The following email is the final decision of the Warranty Team. We stand by our decisions.

  Unfortunately, we would not be able to proceed with your request. 

   Our warranty only covers the following:
   
  Sewing failure
  Open fitted corner or pillowcase seams.
  Elastic torn from fitted sheet.
  Fabric fatigue (Not including pilling, tears, or snags)
  If the product arrives with damage, stains, or dirt. 
  Our Tempur-Pedic Linens Warranty does not cover the following:
   
  • Discoloration caused by beauty/health care products such as benzoyl peroxide
  • Tearing by foreign object (not fabric fatigue)
  • Snags caused by foreign object or pets
  • Sewing construction – seam on our Pro Performance and Breeze sheets
  • Too slick/stretchy
  • Color
  • Customer changed bed sizes and need to exchange for another size
   
  For additional assistance understanding our warranty coverage and limitations., please visit *********************************** 

  Customer Answer

  Date: 04/11/2025

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

  I called the escalation department and the representative made it more than clear she couldn't "see" the faded discoloration in the sheets. Which she claimed was why it was denied because the warranty team didn't "see" it as well. Rather it be they saw it or pretended not to see it is what is in question.

  I directly linked, from Tempurpedic's website, the warranties for both items in question. And NOWHERE is my issue excluded from the list. The mattress protector, designed to perform as described on mattresses 8-16 inches depth, DOES NOT stay tight and eliminate shifting and wrinkles AS DESCRIBED ON TEMPURPEDICS WEBSITE. FALSE ADVERTISING & MANUFACTURE DEFECT!

  The sheets warranty CLEARLY STATES: "Tempur-Pedic North America, LLC warrants to the original purchaser that the accompanying product will be free from defects in materials and workmanship for a period of 1 year from the date of the original retail sales receipt" "If during the warranty period, this product is found to be defective because of defects in materials or workmanship, the product will be replaced without charge."  AND NOWHERE IS THERE A LISTED EXCLUSION FOR FADING/DISCOLORATION 

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

  It is more than obvious to everyone I showed on social media. I am sure news outlets would be able to spot the manufacturing defect as well. Would make for a great story on how a company refuses to stand behind the products and deny valid warranty claims. So if you continue to stand by your decisions, then I will do the same and make certain to make it my mission to ensure Tempurpedic loses as many customers as possible.
  
  

  

  Business Response

  Date: 04/11/2025

  We recognize the customer's frustration and for that, we apologize. That being said, all decisions made by the Warranty Team are final.

  Customer Answer

  Date: 04/16/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I would like Better Business Bureau's input on this matter. Tempurpedic is literally admitting that the decision of the Warranty Team is to reject a valid warranty claim; which means the company is practicing false advertising on their products and denying claims that are not part of any listed exclusions. The proof is in the pictures and cross referencing it with the statements claimed by Tempurpedic's website on how the product should perform. I would also like this entire thread publicly posted on BBB's site so other customers can see what this company is doing.
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:04/07/2025

  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 mattress from TAMPA Furniture Outlet worth $3,399 on Jan 25,2025. The company assured us that we are covered by warranty. On delivery, we inspected the mattress and did not find anything wrong. After 2 weeks, we noticed that there was a small hole on the top of the mattress and TEMPUR-PEDIC refused to replace the mattress and blamed us for misusing the mattress. We sent photos and reasoned that we have no pets, only 3 adults live in the house. Tempur-Pedic also informed us that certain warranty clauses are applicable only to mattresses purchased at their flagship stores or on their website. That was not explained to us at Tampa Furniture Outlet. We just want our money back. For that price, that material should at least last for years not be stretched after less than a month.

  

  Business Response

  Date: 04/08/2025

  We certainly do apologize for the customer's frustration. The customer did not purchase from Tempur-Pedic directly. They purchased from a third party retailer. That means they spent their money with the retailer, not with us. We certainly cannot refund the customer anything as we don't have his money. The customer needs to work with the retailer exclusively.

  Customer Answer

  Date: 04/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because my  initial complaint was for a mattress cover change by TEMPURPEDIC .  I do not wish to continue using the product since Tempur-pedic does not stand by its quality.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 04/11/2025

  We stand by our original response.

  Customer Answer

  Date: 04/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it absolves TEMPUR-PEDIC from all responsibilities.  For that price, we should expect a good product.  The problem occurred within less than a month of careful use.  We just want somebody to get the mattress off our hands and be assured that the credit company will not hound us to pay the whole amount.  

  Sincerely,

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

• Initial Complaint

  Date:04/07/2025

  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.

  I bought this bed on 8/17/10, and it came with a 25 year warranty. I reached out to your warranty department around 2/27/25 and provided them with the same pictures I uploaded here. Explaining that the bed is falling apart. I was told Thank you for completing our warranty claim process. Our team has had a chance to review your submission and photos. Unfortunately, based on the information you’ve provided and the details you’ve shared, we cannot approve your claim at this time. Your documentation does not show that your product meets our guidelines of warranty coverage to be approved for a full replacement at this time.
  
  It appears that your mattress has experienced damage to the structure and/or cover material, including but not limited to, burns, cuts, tears, liquid damage, stains or damage following improper storage. This is damage that occurs when the mattress has not been used in the expected way, has experienced some improper use/handling over time, has been stored incorrectly, or has been used for an extended period of time without a proper mattress protector.
  
  It is for these reasons that we cannot approve your warranty claim. To prevent further damage to your mattress, we would recommend purchasing a mattress protector to place on your mattress.
  
  The reason(s)for denying my claim couldn't be further from the truth!! The bed has never been cut, stored anywhere in any kind of storage, had anything spilled on it, or any other of the ridiculous reasons I was given for why my claim was denied. The mattress is used with a mattress cover and then a sheet on it, and we've slept on it like you're supposed 2 sleep on a bed!! The bed is 15 years old. Like how long do u think ur products are truly supposed 2 last??!! They are just trying 2 get out of replacing my bed. So they came up with/ this BS!!

  

  Business Response

  Date: 04/07/2025

  Our warranty team reviewed the customer's warranty claim and found liquid damage to the mattress. Our warranty policy per our website states we do not cover liquid damage, or stains.

  Customer Answer

  Date: 04/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: There has NEVER been any liquid damage to the bed!! Not in the 15 yrs that I've had that bed has any liquid spilled on it. I don't drink liquids while I'm in my bed!! I use a mattress cover,  a fitted sheet, a flat sheet, and depending on the temp. a blanket and a comforter!! These are invalid claims to get out of honoring the warranty!!
  
  
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 04/09/2025

  The customer's warranty claim was denied by our warranty team for the following reason:

  "Thank you for completing our warranty claim process. Our team has had a chance to review your submission and photos. Unfortunately, based on the information you’ve provided and the details you’ve shared, we cannot approve your claim at this time. Your documentation does not show that your product meets our guidelines of warranty coverage to be approved for a full replacement at this time.
   
  It appears that your mattress has experienced damage to the structure and/or cover material, including but not limited to, burns, cuts, tears, liquid damage, stains or damage following improper storage. This is damage that occurs when the mattress has not been used in the expected way, has experienced some improper use/handling over time, has been stored incorrectly, or has been used for an extended period of time without a proper mattress protector. 
   
  It is for these reasons that we cannot approve your warranty claim. To prevent further damage to your mattress, we would recommend purchasing a mattress protector to place on your mattress."

   

  Decisions by our warranty team are final.

  Customer Answer

  Date: 04/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: THERE'S BEEN NO DAMAGE TO THE BED!! THE BED IS OLD!! IT'S 15 YRS OLD. HOW LONG DO U THINK YOUR PRODUCT IS SUPPOSE 2 LAST? I SPOKE W/ AN ATTORNEY AND WAS ADVISED TO REQUEST A COPY OF THE WARRANTY, FROM 15 YEARS AGO WHEN I MADE THE PURCHASE!! SO PLEASE PROVIDE ME W/ A COPY OF THE WARRANTY, FROM 15 YRS AGO!!
  
  
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 04/11/2025

  The customer is claiming she is working with an attorney. That being the case, we can no longer communicate with this customer and her attorney will have to contact our corporate legal team.

  Customer Answer

  Date: 04/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I never said I was working w/ an attorney NOR did I say I retained an attorney!! You all will create whatever narrative that keeps u from honoring my warranty!! Now what I did state was, I'm requesting a copy of said warranty from 15 yrs ago when I made my purchase!! Now this will be the 2nd time that I've requested said warranty!!
  
  
  
  Sincerely,
  
  
  
  **** *******

  Customer Answer

  Date: 04/15/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I never said I was working w/ an attorney NOR did I say I retained an attorney!! You all will create whatever narrative that keeps u from honoring my warranty!! Now what I did state was, I'm requesting a copy of said warranty from 15 yrs ago when I made my purchase!! Now this will be the 2nd time that I've requested said warranty!!
  
  
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 04/15/2025

  The customer can find all of our warranty information at *******************

  Customer Answer

  Date: 04/15/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: THE WARRANTY FROM 15 YRS AGO IS NOT THE WARRANTY THAT U ALL HAVE LISTED NOW!! SO FOR THE 3RD TIME, PLEASE PROVIDE ME W/ MY WARRANTY 4 MY PURCHASE FROM 15 YRS AGO!! 
  
  
  
  Sincerely,
  
  
  
  **** *******

  Customer Answer

  Date: 04/16/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: THE WARRANTY FROM 15 YRS AGO IS NOT THE WARRANTY THAT U ALL HAVE LISTED NOW!! SO FOR THE 3RD TIME, PLEASE PROVIDE ME W/ MY WARRANTY 4 MY PURCHASE FROM 15 YRS AGO!! 
  
  
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 04/16/2025

  The customer will find EVERY warranty at this link: https://*******************/customer-service/warranties/

• Initial Complaint

  Date:04/07/2025

  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.

  We have filed under their 10 year warranty due to a faulty mattress and they are saying it was damaged which the pictures show clearly it was not. Whenever we write back we get a canned response

  

  Business Response

  Date: 04/07/2025

  Our warranty team reviewed the customer's warranty claim and found liquid damage to the mattress. Our warranty policy per our website states we do not cover liquid damage, or stains.

  Customer Answer

  Date: 04/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  There is no liquid damage as they state. I have more photos to prove but your system states to big.
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 04/14/2025

  The warranty team is making their decision based on the photos the customer sent us. All decisions by the warranty team are final.

• Initial Complaint

  Date:04/07/2025

  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.

  We are a mutigenerational family loyal to the Sealy/Stearns & Foster Brand but have been discouraged recently with the necessity of ordering a warranted replacement mattress in four short years due to product failure and being responsible to assume all delivery charges. My wife and I spent days driving to remote locations with the intention of 'trying on" the options for replacement mattress under the guidance of a Sealy Supervisor Customer Care Specialist identified as "*****" who misled me to believe that ANY SEALY mattress would be eligible for the replacement allowance and we would gladly upgrade the mattress to cover any upcharges/costs if any option had a superior fit. Finally, after days of bouncing from showroom beds, we found our perfect fit with a SEALY mattress that complied with the information ***** provided only to be further disheartened that ***** did not accurately offer the replacement playbook options and our choice mattress was denied. This erroneous endeavor in search of our " best fit" had multi level costs including but not limited to: loss of time [ordering a new mattress]; loss of billable hours "trying on" mattresses that we clearly understood complied with the terms of replacement in a 50 mile radius from our location. We settled for the only option available and were further demoralized to be billed for a second delivery charge in four years due to product failure and thru no fault of our own. My request is to waive the burden of duplicity of this delivery charge of $187.25 that was beyond the reach of customer service and the online process available

  

  Business Response

  Date: 04/07/2025

  All approved warranty exchanges include a shipping cost owed by the customer. This is the same for all our warranty cases.  

  U.S. Shipping Fees
  Mattresses, foundations, power bases: $175 + tax

  Customer Answer

  Date: 04/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the life expectancy warranty is 10 years with factual life utilization of only four of the 10 years then product failure and a business model duplicating delivery fees and tax collection, due to no fault of our own.

  Please refer to original complaint for details.

  Thank you.

  Sincerely,

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

  

  Business Response

  Date: 04/08/2025

  We stand by our original response.

  Customer Answer

  Date: 04/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because of failure to address the specifics to this matter due to repeated product failure and the duplicity of delivery and sales tax charges solely caused and due to this product failure.
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:04/07/2025

  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.

  Formally expressing my concern regarding the Sealy Warranty department refusal to honor the 10 year warranty for a mattress gifted to me by mother. We followed the necessary steps needed to file a claim but can't get a live technician to assess the mattress defect in person or speak with a live customer agent. We have been denied access to speak to management and anyone higher then support agent named **** who keeps making false statements about the mattress having stains or liquid damage to invalidate the warranty even with video footage denying such claims. He keeps giving conflicting areas of concerns just so the warranty is not covered and even when requested to speak with supervisor was told that supervisor will give the same response. The customer service experience has constituted a serious abuse of customer service and unfair business practices. It's completely unacceptable for a warranty claim to be denied based on false and misleading claims about nonexistent stains.

  

  Business Response

  Date: 04/07/2025

  We do not have any records under this customer information provided (Name, email or phone). Normally Sealy warranties are handled by the retailor unless the customer purchased directly through us. 

  Customer Answer

  Date: 04/10/2025

  Complaint: ********I
  am writing regarding Order Number and Sales Receipt Number: **********,
  which was placed with Home Depot on January 9, 2020, and delivered to **** **** ** ***** as a gift purchase for my residence by my mother Josephine
  ********* whose number is ************ and email address ******************** who is attached to  the support messages with Sealy where she has
  been having difficulty reaching management to speak with her directly regarding
  the issue we have been having. According to Home Depot and as confirmed by
  their management, the bed in question comes with a Sealy 10-Year Limited
  Warranty, which is provided directly by Sealy. This was further verified by
  Sealy themselves when they required my mother to file a warranty claim through
  their website. Additionally, we submitted the necessary photos as part of the
  claim, and received confirmation from a Sealy support agent, who acknowledged
  that the product falls under Sealy’s warranty coverage. According to the warranty
  as well it states: “ An “authorized retailer,” for purposes of this
  Limited Warranty, is an individual or entity authorized by Sealy to sell
  product directly to original Purchasers” which means confirms Home Depot is an authorized
  retailer selling Sealy products. " If the purchase of this product was not directly from Sealy, proof of purchase will be required to demonstrate that the product was purchased from an authorized retailer and Purchaser is eligible to make a valid claim under this limited warranty". **mattress and a 9 in. high profile foundation10-years limited warranty Product Information Internet
  # ********* Model # 42306951

  
  

  

  Business Response

  Date: 04/11/2025

  It is our Company policy that any Sealy or Stearns and Foster mattress that is purchased at a third party retailer, such as Home Depot, it is the retailer's sole responsibility to work on the customer's warranty claim. We do not do that for the Brands previously mentioned.

  Customer Answer

  Date: 04/17/2025

  
  
  Complaint: ********
  
  
  
  Is it possible to speak to management regarding this over the phone versus going back and forth on email as I keep getting various responses that are not matching anything you are now trying to say. Between sealy warranty claim center and Home Depot the responses are very conflicting. The sealy bed purchased came with 10year limited warranty and Home Depot is saying to communicate with your company. Why is it that I cannot communicate with a live person regarding this matter? 

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