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

  4512 Chamblee Dunwoody Rd Dunwoody, GA 30338

• 

  Tempur-Pedic Flagship Store

  4400 Sharon Rd Charlotte, NC 28211

• 

  Tempur Production USA LLC

  203 Tempur Pedic Dr Duffield, VA 24244

• 

  Tempur-Pedic

  2261 Q St NE Ste 2B Albuquerque, NM 87110

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:01/03/2023

  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.

  Concern:
  
   Account number ****************
  
  I purchased a mattress and a base plus accessories (sheets, two pillows and a mattress cover). On May 30th 2022 at the Tempur-Pedic store (located in the Somerset collection in Troy Michigan), the sales rep, **** ****** told me that I can try out the items that I purchased, if I’m not satisfied for any reason at all, I can return them for a full refund.
  After a few weeks, I decided the items, specifically the mattress/base were uncomfortable for my back and it didn’t fit my room in my apartment. 
  I called **** with the request to return them both. The delivery team came up and asked me whether I was returning both and I replied yes. I told them I was not satisfied and I’d like to return them both (besides the sheets, pillows and mattress cover which I have used and I will pay for).
  The delivery guy *** ******* picked up the mattress and the base on Saturday July 23rd 2022. At that point and prior to the purchase I was not made aware that the base was not returnable. The sales rep didn’t tell me, otherwise I would not have gone forward with the purchase. Also, the delivery team took the mattress and the base, and did not let me know that the base was not returnable (yet they took them both anyway).
  
  This has created a very stressful and unpleasant experience with Tempur-Pedic. I was totally left in the dark from the get go. I should have been made aware, what is returnable and what is not. To make matters worse, whatever item, in this case the base, which supposedly was not to be returned, was picked up by a 3rd party delivery team, and it was either lost or stolen by them (however they won't acknowledge that they picked it up in the first place). I should be made whole in this situation, which is given an apology for being misled, and I should not have to make payment on something I don't have in my possession (the base). The cost for the base that I want refunded to Wells’s Fargo is $4598

  

  Business Response

  Date: 01/04/2023

  We are sorry to hear that the customer is confused. To clarify, regardless of whether a customer purchase from us online or over the phone, or even at our Tempur-Pedic Flagship stores, the policies are the same. When a new mattress is purchased, the customer has a 90 night guarantee to return or exchange the mattress. Our bases are NOT returnable. Our pillows. sheets, mattress toppers are not returnable either. This is also on the paperwork that the customer signed at time of purchase. If the sale is made over the phone, all policies are read to the customer on a recorded line. We will not be taking the base back for refund. For the customer's edification, they can see our published policies on our website here: ***********************************************************

   

• Initial Complaint

  Date:12/29/2022

  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 have two sags in Temur pedic cloud split king over a inch sag did warranty and they said would not warranty it because it had stains on so I spot cleaned it and still didn’t warrant it has a 10 year warranty just want exchange

  

  Business Response

  Date: 12/29/2022

  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 what we call “physical abuse” or 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 damage is damage that occurs when the mattress has not been used in the expected way or it has experienced some improper use/handling over time.
   
  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.

  Customer Answer

  Date: 01/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  *** ******* there is a 10 year warranty on sagging and mine has over an inch sag. Yes it does get a little bit of stains but that is from my body oils, but it has never been neglected. They need to stand by their warranty if not settled, I would not ever buy from them again because of the warranty is false. 

  

  Business Response

  Date: 01/16/2023

  The customer was advised that any staining on the mattress voids the warranty in it's entirety. Stains from body secretions, spills, etcetera go under the top of the mattress into the inner materials of the mattress which will cause the inner materials to break down. We stand by our decision.

• Initial Complaint

  Date:12/28/2022

  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 6/30/21 we purchased a queen Stearns & Foster (S&F) Rockwell mattress with the US Mattress Comfort Exchange.
  
  We selected this mattress because we currently own the exact mattress at another home
  
  After originally buying another manufacturers product and not satisfied we exchanged the mattress paying the significant upcharge for the S&F Rockwell because of our satisfaction with the exact mattress we use daily
  
  The issue is the 2nd purchased S&F mattress although labeled identically for make & model is not the same as our other identical S&F mattress. The springs offer no support in the mid section of the body area so that my wife is unable to sleep on the bed and I am only able to sleep on my back, not my sides or belly. We are not large people, 175#, 5’ 11” and 110#, 5’ 2”
  
  We have contacted S&F directly and was instructed to pursue the comfort Exchange with US Mattress. Since we had already exercised our Comfort Exchange in purchasing the S&F, we only had the opportunity of pursuing a warranty claim
  
  The bottom line problem is there is no warranty coverage for a mattress to be manufactured consistent to the same specifications as another identical mattress from the same manufacturer same model and size. I believe that our second S&F is defectively manufactured but S&F offers no warranty coverage to make the mattress to the same construction, firmness and padding. They can give you whatever they want to under the covering and have no liability to provide what should be inside of the outside covering. Warranties are very specific and exclusionary not covering similarity to same models
  
  I am asking S&F to provide a replacement mattress to constructed to the proper specifications and comfort of the queen Rockwell Luxury Euro Plush Pillow Top originally purchased.
  
  I have attached the mattress tags from our original and new queen Stearns & Foster Rockwell Luxury Euro Plush Pillow Top mattresses to see that they are the exact product & the billing for the 2nd.

  

  Business Response

  Date: 12/29/2022

  Our records indicate that the retailer you originally purchased from is still an active Stearns and Foster retailer and able to process your claim.? The original retailer handles all warranty claims unless they are no longer selling Stearns and Foster products or you have moved outside of their service area.

   

  Customer Answer

  Date: 01/06/2023

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

  We have already contacted the retailer and they have indicated that we need to file a warranty claim. I have read over the warranty and the defect with the mattress does not fall within the terms of the warranty. The problem with the mattress is it is not manufactured with adequate support. We have another exact mattress at our full time home that we love and only purchased the second one for our seasonal home to find that it does not have adequate support and comfort. The two mattresses are not even close. There is something clearly wrong with the newer mattress. I believe that two of the exact same mattresses (manufacturer, model and size) should have the same comfort properties. They are not even close. My wife will not sleep on it and I can only sleep on my back. On my side or stomach causes som much curvature in my spine that it is not usable. Unless resolved, we will never purchase another Stearnes & Foster again. We paid full price for this "premium" mattress and will end up throwing it away only after less than 100 nights trying to sleep in it. I am disappointed with Stearnes & Foster!!!!

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

  

  Business Response

  Date: 01/16/2023

  The customer's claim is a "comfort" issue which is not covered by our warranty. We apologize for the customer's frustration, but we strictly adhere to our policies and procedures.

  Customer Answer

  Date: 01/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This is not a "Comfort" issue, but an issue having to do with consistency and standard manufacturing specifications and the ability to produce a reliably consistent product. It is not fair to us as customers to arbitrarily pass this off as a subjective "comfort issue", this is vague and not representative of the situation. As explained previously, we have the exact same mattress that we had previously used for a couple of years with "great comfort". The exact same second mattress was specifically purchased due to the comfort, quality and satisfaction with our first mattress. There is something terribly wrong with the mattress, it cannot be slept on nor is it manufactured consistently to our first. We are not picky nor overly critical people. Our only desire is to have the consistency and usage of the same mattress in our seasonal home. We paid full price of $2,199.00 plus tax for the second mattress and it is not usable by us. To dismiss our complaint does not speak well of what I thought was a highly respected and long standing ethical company. Keep in mind we bought this second mattress from loyalty as customers to Stearns & Foster. You have the ability to either keep us as loyal customers or to turn us into dissatisfied customers that will gladly tell our story to many other potential costumers; whether this will be a good story or a bad story will be a direct result of how you choose to resolve the situation.
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:12/28/2022

  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 tempur-pedic mattress during thanksgiving sale with the following details
  ORDER DETAILS
  
  Order Number: ************
  
  Ordered on Nov 25, 2022
  During purchase the website mentioned 6-7 business days shipping. However , there was no response from Tempur pedic and even the order tracking link expired . Hence , I called on December 10 only to find out there was no movement on my order and the support told me it may be a supply chain issue. So I opened a internal ticket in tempur pedic website and I was toldthey would ship my product by Dec 13 but I asked them to deliver it on Dec 27 as I would be out of town. However I have not heard anything from them yet and have not received my mattress.
  
  At this point it seems like they don’t care about updating customer about the order status. This is extremely disappointing from a brand lien tempur pedic where they boast their customer support.
  
  I feel I have spent enough time trying to reach out to them and no success. While it should have been their job to update me if there really are supply chak issues.
  
  At this point, I think it’s only fair to seek a full refund along with compensation of my time and missed opportunities to buy other mattresses during thanksgiving sale. Now I have to purchase them at a much higher price and tempur oedicnis responsibke for this.

  

  Business Response

  Date: 12/28/2022

  Thank you for your patience as we work to get this matter resolved. We have reached out to the customer and will look to actively resolve the issue.

  Customer Answer

  Date: 12/29/2022

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

   

  while they did reach out to me but their mixed message continues.  The person who reached out did agree to refund me but did not mention how much or in full amount.  Also ,  in that same email thread one customer support assured me back in December that the shipping will be 2nd day air while now the support is saying it will be UPS ground 3-7 business days .  I have been waiting for over a month now. I always had to reach out to them to get a status .  
  

   Additionally,  i missed out on all the Black Friday deals now since I entrusted Tempur pedic to deliver my mattress within 7 business days of purchase ( Nov 25) .  This false advertisement on their website is luring people like me to buy the mattress.  If there is a supply chain issue why are they advertising a definite shipment date.  I demanded compensation for my spent time and effort and opportunity cost of not being able to avail myself of other savings .  
  

  if they had been clear and pro active in informing me what is the status , this would not have happened.  I am very much understanding of supply chain issue but why promise a definite shipping date when you can’t make it and why not reach out to the customer to make them aware of it.  I paid 1639 and it is a lot of money for me , maybe not to them.  
  
  
  
  Sincerely,
  
  
  
  ******* ***********

  

  Business Response

  Date: 01/05/2023

  The customer has been notified on 1/3/2023 the following.   The refund has been processed in the amount of $1649.54. It could take 7-10 business days in order to be reflected in your account.

• Initial Complaint

  Date:12/28/2022

  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 bought a Split king TEMPUR-Adapt Medium Hybrid mattress from Rooms To Go 7/6/2019. Earlier this year I submitted a warranty claim to Tempur-Pedic because the mattress was splitting on the sides. The order number was Order #************ on 3/18/22. I had the same issue again and submitted a new claim to Tempur-Pedic on 11/25/22 the order was received on 12/22/22 with the same issues on the new mattress. Plus I paid a Shipping cost to received the mattress of $189.00. At this point I believe I should received an upgrade since this model has problems of splitting from the sides and a refund of the shipping.

  

  Business Response

  Date: 12/28/2022

  Two things to address here:

   

  1) There is no issue with the mattress failing. The mattress is doing what we call "waterfalling" (the top falls at an angle). We respect the customer's opinion, however there is no flaw in the mattress.

  2) This morning, the customer's refund of $189.44 was processed. This will take 7-10 business days (not including weekends or bank holidays) for the customer to see it in their account.

  Customer Answer

  Date: 01/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am sending additional photo.  I took off the cover so you can clearly see the defect. The top mattress is separating the bottom and it clearly happening in several sections of the mattresses. These mattresses were received on December 22, 2022 and the separation has become worse.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 01/05/2023

  Our warranty team is viewing the new photos received from the customer on 1/2/2023 and will respond to the customer with their decision in the very near future. 

• Initial Complaint

  Date:12/27/2022

  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.

  Transaction cyber Monday
  
  Was told it would be 36 months at 0% financing. Bill came for 24 months at 0%
  
  Bed was to be completely set up. Delivery was not set up completely. We had to remove mattresses and connect the bed ourselves while a representative walked us through set up. Total time 3 hours between 2 people.
  
  Brand new bed with defective parts, they had to ship a part for replacement.
  
  Escalations in customer service did nothing except say someone would reach out from delivery in 2-3 days, it is now on day 9.
  
  Was hung up on by escalations.
  
  This has been 2 and a half weeks of a nightmare for what has made both of us feel like the customer will never be right and companies can do what ever they want without ramifications.

  

  Business Response

  Date: 12/27/2022

  We apologize for any delay in this matter. This is still in progress. The customer's partner was advised to please stop yelling or the we wouldn't be able to help and the call would be ended. The call was ended.

  Customer Answer

  Date: 02/10/2023

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

  After ordering on Black Friday, the order was changed on cyber Monday. On the call *** ***** ******* told me that based on the increased price the financing would be 36 months at 0%, currently the pricing is at 24 months at 0%. 

  Also based on my complaint about having to assemble the bed (approximately 4 hours) even though this was included in their “white glove delivery” I was told by *** ***** ***** that I could get 2 free pillows (a value of only $79 as it was buy one get one free) for 2 peoples time at 4 hours each. 

  Please keep in mind that the bed was delivered by sleep outfitters a subsidiary of Tempur-Sealy!

  This is unacceptable, I was told misinformation and the restitution is absolutely unacceptable. I want the pillows, $500 off the purchase price, and 36 months at 0% as I was told with the increased purchase price. 

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

  

  Business Response

  Date: 02/10/2023

  Hello ******** 

  I have reviewed your account I am not sure why your were not placed on the 36 months with ***** ***** for you have enough on your purchase to qualify.  I have placed 36 months on your account and sent over to our accounting office so they are aware that it has been change and they will send over to ***** ***** and will be on your next statement.  

  I will send you two pillows the buy one get one, I'm not sure of the confusion there generally the customer receives a code and places the order.  You will receive the pillows through *** within 5 to 7 business days.

  If you have any questions or concerns please reach out to us. 

  Thank you,

  ****** ****** 

  Advanced Consumer Engagement Specialists
  Tempur-Pedic North
  America, LLC

• Initial Complaint

  Date:12/27/2022

  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.

  From tempurpedic.com, I bought 2-for-price-of-1 Tempurpedic TempurNeck Pillows Small during 2022 Black Friday sale. Two pillows arrived in separate boxes. The pillows were stained and discolored, with very poor fitting of gauze onto the memory foam.
  I emailed the company's ZenDesk. In my initial email of complaint, I attached many jpegs. Tempurpedic-1 contain images of my own (previously named) Tempurpedid Neck Pillow Small, which is about three years ago and which I bought from Bed Bath Beyondl. The Tempurpedic-2 and Tempurpedic-3 categories contain images of the pillows I ordered in the 2-for-the-price-of-one offer this past November.
  This morning, **** G. emailed me that (1) these pillows are not stained and, in fact, they are brand new and look that way because of the "manufacturing process." If that's true, then how come my old pillow (see images) look better than these new ones?
  And (2) **** G. said I could ship the pillows back but I'd be charged $18 for the privilege of sending back these filthy, unhygienic and poorly made items.
  Look at them and pretend you wanted to give them to your kids or grandkids. Do YOU think they look like pillows made of new material? If you do, then seriously consider getting a new new quality-control person at the factory that manufactured them.
  Finally: Is **** G's handling of my issue your company's preferred way to "resolve" issues?
  ***** **** *** *** ****

  

  Business Response

  Date: 12/27/2022

  The customer was assured that there were no stains on the pillows in the paragraph from an email that we sent her:

   

  Thank you for reaching out and voicing your concerns. We are so sorry for any concern you have experienced. Based on the photos you have shared, we are happy to see that the inner lining and materials of your pillow do appear as expected. The colors you have noticed are not stains, but coloring that occurs normally in our manufacturing process. We assure you your pillow is brand new and sanitary when it arrives.

   

  The customer is noticeably upset, but we stand by our policies and procedures. We do not normally allow for returns/exchanges or refunds on our pillows. We did offer her an exchange, but only if she pays for the shipping cost as, again, this is being done outside of our policy as a courtesy.

• Initial Complaint

  Date:12/20/2022

  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 Tempur-pedic mattress from a store in Terre Haute Indiana, which did not sell me the base pier it was authorized retailer for Tempur-pedic pier as a customer. It’s not my fault to ask for the base. The mattress has a lot of sinking, I have a flat board on top of railings, which are running across the sidings. The customer service is declining my lifetime warranty because the base was not there. It’s a flat surface, I would have use the base if the retailer had given me the base also with it. I was completely unaware and oblivious of the need of the use and importance of base. The retailer is already out of business. I cannot contact them anymore for the problem that they created. Tempur-pedic is declining the warranty coverage as the base was not there. The forcefully close my claim.

  

  Business Response

  Date: 12/21/2022

  In May of this year (7 months ago), the customer filed a warranty claim which was denied due to the customer not having an approved base supporting their mattress. As a good will gesture, we offered the customer a 50% discount towards the purchase of a new mattress which the customer readily agreed to. Regarding the customer's claims about the sales transaction in our Flagship store, there is no way to verify what was or wasn't said at that time. Also, to clarify, the customer's original mattress had a 25 year pro-rated warranty, not a lifetime warranty. We attempted to make the denial a better experience for the customer by offering such a large discount. Again, the customer readily agreed.

  Customer Answer

  Date: 12/27/2022

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

  50% discount sounded very good over the phone, initially I did agree while talking to claim specialist,but when I looked at the prices, my purchase was coming more than $5000 even with 50 percent discount. The prices in tempurpedic website are 40 percent higher than other retailer stores. Costco is providing the same mattresses in half the price from their website with discounts. I again contacted by email to provide further proof of No base offer by their retailer which closed the store in Terre haute Indiana. No mention in the purchase receipt if I ever declined the base or any mention of voided warranty if base is not purchased. I was completely oblivious about the importance of base and seller only suggested using the plywood base which is still straight. As a customer I’m not at fault as I can not contact the seller to help out with the claim. 
  

  The claim specialist was nice but she said 50 percent is the best she would do, I was not satisfied with that offer and mentioned to her about my BBB contact plan. 
  
  Also I was obligated to buy the base also which is equally expensive as the mattress itself.. I’m just asking to prorate the mattress which was approximately $4500 with 25 years full warranty rather than prorate warranty and just give me a replacement mattress, I am willing to add $500-600 towards the new mattress replacement/purchase.
  

  I don’t want an obligation to buy the support base. To avoid  any future warranties claim against tempurpedic, if they agree with replacement mattress, I waive the right for any kind of warranty with the new mattress replacement/purchase. 

  
  Thank you
  
  
  
  Sincerely,
  
  
  
  *** *****

  

  Business Response

  Date: 01/06/2023

  The customer warranty claim do not meet the warranty guidelines of warranty to be approved for a full replacement.    It appears that customer mattress is experiencing ***e damage associated with an improper bed frame, foundation, or adjustable base. This can include, but is not limited to, the use of an unapproved bed frame, foundation, or adjustable power base, the use of a box spring, use of plywood or materials that are not recommended, broken slats/frame, etc. Based on the information the customer provided, it appears that the mattress is failing due to the improper frame/support below the mattress. If the mattress were properly supported with an approved foundation, base, or bed frame, it would likely not be experiencing the issues at hand now as our mattresses are designed to function best with Tempur-Pedic approved bases/foundation. 

  Since the customer is experiencing ***e indentation in his  mattress that is likely caused by an improper frame, although customer do not fall within our warranty coverage, we  happy to extend to customer  a special 50% off discount that would allow the customer to purchase a replacement mattress at a 50% discount with the required foundation or power base purchase. This isn't an option we're able to offer to customers often, but in this case we extend a courtesy to the  customer. 

  The customer refused the offer; therefore, we consider the claim as resolved.   

• Initial Complaint

  Date:12/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a pillow on Tempur-Pedic.com and was not allowed to return it, despite it being comically small, even though I ordered a "Medium". I attempted to contact their customer service through chat and voice call and could not get a hold of anyone. I also attempted to return the product online but was not allowed to, because it wasn't a mattress. It was a hugely negative experience and I would not recommend this product to anyone else

  

  Business Response

  Date: 01/02/2023

  Thank you for contacting us regarding your request to return your Tempur-Pedic pillow. While we never like to disappoint our customers, we are unable to approve the request. Given the personal nature of these products, there is no return policy or comfort trial. You can rest easy, however, knowing that your Tempur-Pedic pillow is covered by a 5-year limited warranty.

  Customer Answer

  Date: 01/10/2023

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

  On your returns page, TempurPedic states the following about pillows:
  "we accept returns only if the item is damaged at delivery or if there is a product defect. Each of our products carries a warranty to protect your investment."

  A defect is defined in the dictionary as "a shortcoming, imperfection, or lack".

  Attached is a picture of your Tempur pedic Medium size shoulder pillow next to a standard sized pillow, from a competitor. Based on this image and the quality of the pillow, I would say that this pillow falls into all 3 categories of shortcoming, imperfect, and lacking.

  Note that the TempurPedic pillow pictured (bottom) is roughly 66% the size of a normal pillow. It also does not fit any standard pillowcase, making this product lacking, imperfect, and complete falling short of what a reasonable person would expect in a pillow. It also has barely half of the loft of a normal pillow, despite being listed as a "Medium" on your website.

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

  

  Business Response

  Date: 01/16/2023

  We understand that the customer is frustrated. That being said, we consider this case closed.

• Initial Complaint

  Date:12/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a mattress topper from Tempur Pedic. It in no way measures up to the quality they alledge on the web site. They have totally misrepresented the product and refuse to offer any remedy.

  

  Business Response

  Date: 12/20/2022

  The customer wanted to return the topper he purchased from our website. Our published policy regarding the return/exchange/refund of the topper is here: *****************************************************
  
  

  We acknowledge that the customer is not satisfied with their purchase and for that, we're sorry. Buyer's remorse is not covered under our returns policy.