Complaints
This profile includes complaints for Tempur Sealy International Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 693 total complaints in the last 3 years.
- 181 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:12/01/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 11/25/22, I purchased a TEMPUR-Cloud® King; Feel: Medium, Size: King + Charcoal Foundation Profile: Ultra Low - 2", Size: King via Tempurpedic's website for $2,443.01. Less than 24 hours later, I realized the TEMPUR-Cloud® was not eligible for white glove delivery. By the time I realized, C.S. was closed. The next day (11/26) I contacted C.S. (15-16 hours after original order was placed) & spoke w/ *******. Explained situation & stated I wished to upgrade to the more expensive Tempur-Adapt Mattress, King-Sized, Feel: Medium (which *is* eligible for white glove delivery, along with the aforementioned foundation), & that I had no problem paying the extra $1,100. ******* provided me w/ a 5-digit order correction #, stating: "That dept. doesn't work weekends, so they should be in touch next week." On 11/27 at 10:32 a.m. EST, I received a message from ******* stating: "[...] Our Office is closed from Thursday-Sunday. I have reached out to the warehouse to stop the shipping on the Cloud Mattress so I may update the order. Once I receive the confirmation tomorrow, I will be reaching out to you to confirm the changes and cost when it is updated. I will follow up with you asap." On 11/28, I hadn't heard anything & so followed up via email + phone. At 15:39H EST on 11/28/22, ******* emailed: "I have the order updated and on hold. The new total with the change is $3643.31 with sales tax. Is it okay for us to void the original authorization and reauthorize the order on the same card for the greater amount? Once confirmed, we will reauthorize it and resend it to the warehouse for planning." I replied within 30 minutes, writing: "Yes: this is O.K. Please proceed [...]" Got no response on 11/28. Followed up on 11/29 via email/phone. Was told snarkily by rep via phone: "it will take some time to fix this" but no timeframe given. Followed up via email on 11/30: no response. No idea what order status is; if change has been made; if/when my CC will be charged, etc.
Business Response
Date: 12/12/2022
We certainly apologize for any delays in replying to the customer.Initial Complaint
Date:11/29/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a mattress and Ease 4.0 base on Friday November 11, 2022 and my delivery was completed on Wednesday, November 23, 2022. Upon delivery the install technicians were unsuccessful at getting the base to work and stated someone would contact me regarding a replacement. I contacted the store I purchased from in Waukesha, WI who also stated a report would be filed for a new base. I have yet to hear anything from Tempur-Pedic regarding a replacement.
Since this item is nonrefundable I had no choice but to keep it. A flat foundation for a king bed is $480 from Tempur-Pedic however I paid $1,514 for an adjustable base and ended up with a nonworking adjustable base that now acts as a flat foundation.
It is impossible to speak with someone at Tempur-Pedic since their customer support line and online chat line are handled by virtual assistants. I need them to contact me and either replace the base or provide a refund.Business Response
Date: 11/29/2022
Because the customer purchased from a retailer, she needs to communicate with them as they are managing the issues with her base. We have no record of her in our system at all. It is the retailer's responsibility to manage the warranty claim.Customer Answer
Date: 11/29/2022
Complaint: ********
I am rejecting this response because: I have attached a copy of the receipt.
Sincerely,
****** *******Business Response
Date: 12/01/2022
As of Nov 28, a new order was being processed for a replacement base.Initial Complaint
Date:11/29/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
*********************************************************
This is the link to the video of my bed it’s making a wild rattle of noise I can’t sleep like this it’s insane. Other contenders have said there is no fix.Business Response
Date: 11/29/2022
We have no record of this customer in our system. Might it be because he purchased from a retailer? If so, he needs to have his warranty issues managed by the retailer. Had he purchased from us directly, we would be happy to look at his warranty claim.Initial Complaint
Date:11/21/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a mattress set from Tempur-Pedic in early November 2022. 12 hours after I ordered I called them and canceled my order. The first person I spoke with told me that I caught it early enough and that it wouldn’t ship and the $3882.12 that was charged to my credit card would drop off since it was a pending charge. The next thing I know I get a shipment notification. I called back and they said they could stop it. Refund in 7-10 business days. Not happy with that but okay. I will wait. Then the shipping company calls me. I refuse/return to sender. I call tempur-pedic back several times. They have the products back in their possession. Still no refund. Plenty of time has passed. Yesterday and this morning they want to transfer me to escalation department. I don’t understand what is so hard about issuing a refund for a product that never even crossed my hands. It’s in their possession and I just keep getting the run around. $3882.12 is a lot of money. Since it’s taking so long my credit card has now charged interest on the product. It’s costing me money even though I canceled it promptly. I ordered in the evening and called the following morning, less than 12 hours later and canceled it. Terrible business practice. I just want my money back and they should have issued the refund immediately. It should have just fallen off when pending actually since I canceled it so fast. Very frustrating and extremely expensive. Definitely don’t order through their website.Business Response
Date: 11/21/2022
There was a human error that delayed the customer's return being processed and the customer was informed of this. We apologized but to no avail. The customer has been advised that the refund procedure can take anywhere between 7-10 business days. This does not include holidays or weekends. Customer was extremely unhappy with that answer and threatened us with a BBB complaint.Initial Complaint
Date:11/16/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The mattress a (Cloud Supreme Breeze) Queen size was purchased August 2018 Serial number *********** with a 20 year warranty when buying all the covers and mattress pads to go along with it.
The amount paid was 4,063.86 total. and that included their frame for it.
the nature of this dispute is that the business that I purchased this from went out of business during the pandemic, otherwise I would be working with their help. The dispute is that the mattress is not lasting as it should and needs to be replaced. The mattress is staining and the fabric is deteriorating. the Tempur-Pedic reps have said that we have abused, cut, stained and incorrectly stored the mattress. They have no valid evidence or reason for claiming this except to get out of covering the warranty on their faulty product. They have had three different reps replying to us and they keep asking us for more information. Pictures of the product, purchase invoice and all information they asked for have been sent to them and received. The pictures have been shown to one of their dealers and he says it should be replaced under warranty. he says the mattress more than likely had been stored incorrectly before it was delivered to us. It has not been stored since we received it, it has been on the bed frame they sold us with the mattress. They have made no attempt to resolve the issue. No one has come here to look at the problem (as their dealer said should happen). The sales order number is *********. Store is ****.Business Response
Date: 11/28/2022
The customer submitted photos with prominent staining on her mattress. This automatically voids any and all warranty coverage which was explained to the customer in more than one email. Here is a link to our warranty info: https://www.tempurpedic.com/customer-service/warranties/Initial Complaint
Date:11/15/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a mattress from this company back in 2019. Since making the purchase, my mattress had been sagging and Tempurpedic has done nothing to resolve my issue. Over the past year, I have sent numerous pieces of correspondence and photos of sagging to no avail. They promised to provide a replacement and have not! This company has the worst customer service on the planet. I have been jerked around, repeatedly hung up on, and now I’m being referred to their legal department. This company should be shut down! They are selling bad mattresses to consumers. Ideally, I just want a refund so I can buy a replacement elsewhere.Business Response
Date: 11/15/2022
Mr. ****** has contacted our company multiple times
demanding we address his complaints, but to date, he has not filed a warranty claim.
He has refused to provide any details or proof of any defect; therefore, we are
unable to acknowledge any claim for him. He has been given the
information on how to file his claim and we stand ready to review it once it is
received.Customer Answer
Date: 11/22/2022
Complaint: ********
I am rejecting this response because:
The response from Tempurpedic is complete nonsense! Over the past two years, I have submitted several claims and plenty of evidence to support those claims. Tempurpedic
still has not refunded me or replaced the defective mattress. They are a terrible company!Sincerely,
**** ******Business Response
Date: 11/29/2022
Mr. ****** has contacted our company multiple times demanding we address his complaints, but to date, he has not filed a warranty claim. He has refused to provide any details or proof of any defect; therefore, we are unable to acknowledge any claim for him. He has been given the information on how to file his claim online and we stand ready to review it once it is received.Customer Answer
Date: 12/01/2022
Complaint: ********
I am rejecting this response because:I have provided plenty of photos evidencing the defective mattress. Nothing I have sent to this horrible company has been good enough. Look at their reviews online. It is the worst company to deal with on the planet for defects. Their customer service is terrible! I have been dealing with them for 2 years in regards to this concern! Two years! And nothing!
Sincerely,
**** ******Initial Complaint
Date:11/14/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In 10/2010 I purchased a Tempur-pedic Rhapsody mattress for $2942.64. It came with a 20 year warranty. The first 10 allowed for full replacement. I had a platform custom-made according to Tempur-pedic's guidelines (see attached). In 2016 I noted the mattress began to sag in the middle while on it. I was told by Tempur-pedic that to be covered I would have to demonstrate a gap between a straight-edge placed over the mattress. I have attached a screenshot of the email from 11/7/16 and the "Mattress Warranty Claim Photo Requirements" sent to me at that time. Although the functionality was affected there was no visible sagging yet and I was informed by Tempur-pedic that it did not qualify for a warranty claim. Over the years the sagging progressed to the point it was visible. I submitted a claim in 5/2022 which was denied because my platform was "insufficient." (Tempur-pedic ticket 376537 & 451822) There was absolutely no evidence that the platform was substandard. I was offered 50% off the purchase of a new mattress if I purchased a bed frame at full price which would obviously leave Tempur-pedic in a financially positive position. After 23 back-and-forth emails including supplying videos of me walking on the over-engineered custom platform they have offered me a credit of $815 if I purchase a comparable mattress or $1215 if I upgrade to another one of their mattresses. I do not feel that a 28% credit of my original purchase price towards a replacement mattress is acceptable given the fact that there has been an unfounded repeated effort to deny the warranty since 2016 when the mattress originally failed. The warranty guidelines of having to demonstrate a visible gap between a straight edge over the mattress are arbitrary as the foam can be noticeably unsupportive without a visible gap. Two Tempur-pedic retail sales people have informed me that this mattress is known for early failure. I am requesting the full replacement that should have been provided in 2016.Business Response
Date: 11/14/2022
We understand the customer's frustration, however the decision made by our Warranty Team stands.Customer Answer
Date: 11/22/2022
Complaint: ********
I am rejecting this response because:
The mattress failed in 2016, 7 years after purchase. Tempur-pedic failed to honor the 10 year full replacement warranty at that time based on an arbitrary guideline that the mattress had to be visibly sagging without anyone on it. The claim of the mattress company when I purchased the mattress was that it used body heat to contour and support your body. After a few years it no longer accomplished that. Placing a straight edge over a cold mattress to show sagging negates the companies entire claim regarding the benefits of the mattress. No where in the original warranty that I supplied did it mention that the mattress would need to be visible sagging to make a warranty claim. My claim was again initially denied this year due to un unsubstantiated claim that the base was inadequate. Tempur-pedic has yet to provide any explanation why I was told the base was inadequate. I would like to know what the original rejection of the adequacy of my bed frame was based on. There has been an ongoing repeated unsubstantiated effort on the part of Tempur-pedic to avoid honoring the warranty on their product. An approximately 20% credit of my original purchase price towards the purchase of another Tempurpedic product is unacceptable. I have temporarily stopped recommending tempura-pedic products to my patients for the allergy relieving attributes however cannot in good conscience recommend a company that does no stand behind their products. I respectfully ask the company to reconsider their decision.
Sincerely,
**** ********Business Response
Date: 11/29/2022
The customer has been advised by the warranty team that his claim was approved. His warranty is prorated. The customer is refusing to accept this. The following warranty approval is here:
Your warranty approval is based on the date of submission of the approved claim. Previous claims or dates do not apply if not approved at the time. We cannot change this timeframe, nor the credit amount.
Below you can find additional details on our Prorated Coverage:
Year 11 through 20 – Prorated Coverage
During years 11 through 20 of this warranty Tempur-Pedic will, at its option, repair the mattress at a handling cost to purchaser, or replace the mattress at a prorated charge to purchaser plus transportation costs. If Tempur-Pedic replaces the mattress, the prorated replacement charge purchaser payments will depend on when the mattress is replaced.
If the mattress is replaced during the eleventh year of this warranty, the prorated replacement charge purchaser pays will be fifty (50) percent of the original purchase price.
If the mattress is replaced after the eleventh year but before this warranty expires, the prorated charge purchaser pays will increase by five (5) percent for each subsequent year of the prorated period (i.e., 55% of the original purchase price if replaced during year twelve; 60% of the original purchase price if replaced during year thirteen, etc.)
For 25-year mattress warranties, 95% of the original purchase price will be due in order to replace the mattress
To move forward with your replacement, we will need you to choose between option 1 and option 2. Once we have that information, we will send over the promotional code used at checkout along with instructions on how to place your replacement order.Customer Answer
Date: 12/05/2022
Complaint: ********
I am rejecting this response because my questions have not been answered. Please specifically answer the following questions.1. Why was the bed frame initially deemed "improper" in your email dated 5/22/2022?
2. What is the justification for using an arbitrary static sagging warranty requirement on a product that you ****et based on its dynamic properties?
3. On September 13, 2022 when I received the proposed prorated allowance figures I owned the mattress less than 12 years from the date of purchase (10/30/2010). Your warranty states that the prorated amount will be 55% of the purchase price in year twelve. The purchase price was $2699. I believe $2699 x .55 equals $1484.45. Why was I only allowed an $815 credit towards the purchase of an Adapt Medium or Medium Hybrid and $1215 for any higher priced model?
Again, please respond by specifically answering the above questions. Thank you.
Sincerely,
**** ********Initial Complaint
Date:11/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a Tempurpedic neck pillow ($109) and topper ($281.40) from Tempurpedic’s website on October 14, 2022 (order #************). I did my research and checked the reviews; all five-star reviews! I tried the pillow one night and could not make it through the night without waking up because it felt like I was sleeping on a rock. I got in touch with customer service on 10/31, explained that I am not happy with the pillow, can I return it? They sent me a link to the return policy that states: “Given the personal nature of these products, 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.” I pointed out that Tempurpedic has a 90-Night Trial on mattresses so what is the difference? I was then told that the company is a zero-waste company. Still not satisfied, I asked for my case to be escalated. Then customer service asked if the pillow was opened or unopened (this person was not paying attention).
I expressed how frustrated and dissatisfied I was with how Tempurpedic was handling this situation and explained that I would like to return for a refund the (unopened) topper as well and move on. Customer service instead offered me to return the pillow, once they received it I would get a code for a credit to use in their online store minus $18 return shipping fee.
I just want to return the pillow and topper so that I can move on with my life, so I called customer service today, November 9. I was told by the representative that Tempurpedic does NOT want the pillow back and as a courtesy they will waive the $18 shipping fee (not sure how there is a fee if I don’t need to return the pillow) but they will not refund my money. I once again told them I do not want another pillow or any for that matter from them because I had bought 2 symphony pillows in March 2021 (five-star reviews as well) and they sit in a closet because they are too hard to sleep on. Not right!Business Response
Date: 11/21/2022
No action taken response already email to BBB.Customer Answer
Date: 11/22/2022
Complaint: ********
I am rejecting this response because they have offered no resolution.
Sincerely,
****** ********Business Response
Date: 11/29/2022
The customer feels as though we offered no resolution, but in actuality, we were willing to deviate from company policies by allowing her to return her pillow. We will not accept her topper back under policy. We know she's frustrated and we apologize that we can't do more.Customer Answer
Date: 12/01/2022
Complaint: ********
I am rejecting this response because as you can see from the attached email reply from Tempur-Pedic, I was not offered a refund but an exchange at MY expense. I told the representative that this was the second pillow I had bought that I was unhappy with and just wanted my money back. If they are willing to make an exception to exchange the pillow then why can’t I just get a refund?!Not to mention that when I called and spoke to a supervisor he said “don’t return the pillow” but still I could only get a credit to use in their online store. But as I mentioned I have tried two pillows both extremely hard, one advertised as soft, I have no interest in trying a third.
Sincerely,
****** ********Initial Complaint
Date:11/08/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased this mattress from Home Depot on 07/07/2022, I contacted Home Depot due to the mattress beginning to sink in certain spots. I was told that I have to reach out to Sealy as it was directly shipped from their factory and that my store warranty is 30 days of purchase. I reached out to Sealy warranty to file a claim and uploaded all required documents while being guided by a representative on the phone. Before disconnecting the call the representative told me that I would have to pay for the disposal of the mattress and that I would also have to pay for an upgraded mattress which would be a free of $200. I am currently paying on a mattress that has began to sink in less than 4 months and that I paid almost $1200 for. Sealy holds a high name and this product arrived defective and I do not understand how I have not heard back from this company in almost 2 months. I have checked my claim status and it shows that it is still pending. I am now beginning to encounter back problems due to the sinking of this mattress.
For case #*************** : Your claim is in pending status.
For case #*************** : Your claim is in pending status.Business Response
Date: 11/10/2022
Some things to know:
1) The customer's claim hasn't been approved yet.
2) There is $140 delivery fee and if the customer wants the our delivery team to remove and dispose of his old mattress it is an extra $65, or the customer can dispose of the mattress himself.
3) We will replace the most comparable mattress at no cost but if the customer wants a better mattress in a higher line there will be an upgrade fee.
We hope this explains the customer's concerns.
Customer Answer
Date: 11/14/2022
Complaint: ********
I am rejecting this response because:
Sincerely,
******** *****Business Response
Date: 11/14/2022
Thank you again for your patience, however the policy stands and will not be altered. There is a shipping fee and a disposal fee in addition to any costs for an upgrade. At this time, we considered this issue resolved.Initial Complaint
Date:11/08/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a Tempur-pedic split king adjustable bed with an “Adjustable Bed Structural 10 year warranty “ on 12/11/2015
The frame on one of the beds has snapped rendering the bed non functional. We contacted Tempur-pedic and informed them of this. We sent photos showing exactly the brake, plus the model number of the bed which is attached to the frame with the matching model number on the remote controls. We sent a copy of the email receipt from the store we purchased the bed from, which shows:
The store name and address. (Still in business today) *** ** ***** ** ***** ******* ** ** ******** ****** ****** ** ***** Our name, address and phone number.
The date of purchase and price for the bed $2300 and warranty. $249.99
Store invoice number: 152191617
PABS Purchase plan number: 00000923
Number of units covered 2 ( meaning the 2 split king beds)
Now they say because the model number is not on the receipt they won’t honor the warranty. I called Sit ‘N Sleep on 10/19/22 and spoke with AIDEN and he told me and I quote “ The model number of the beds is always on the bed frame, so even if I bought a Tempur-pedic bed today the model number would be on the bed frame in the same place as it always is” ( he confirmed the place on the bed frame where the model number can be found ) exactly where the customer service person from Tempur-pedic told us to look.
Model Number: USM, TEB 100.TPXH-01
Serial number: TEMPUR Ergo Plus 1***************
At this point we need to purchase a new bed and it will not be a Tempur-pedic so we would be looking for a monetary compensation and they can have the bed back.Business Response
Date: 11/08/2022
Thank you for bringing these concerns to our attention. We're currently reviewing your information and will work on addressing those concerns directly with the customer.
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