Complaints

This profile includes complaints for Tempur Sealy International Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Tempur Sealy International Inc.

  1000 Tempur Way Lexington, KY 40511-1386

  
• 

  Tempur Pedic Authorized Dealer

  2860 Cumberland Mall SE STE 1500 Atlanta, GA 30339

• 

  Tempur-Pedic Flagship Store

  4400 Sharon Rd Charlotte, NC 28211

• 

  Tempur-Pedic

  2261 Q St NE Ste 2B Albuquerque, NM 87110

• 

  Sealy Mattress Company

  1201 Highway 290 West Brenham, TX 77833

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:11/04/2022

  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.

  Please find my 30 day demand, subject to Massachusetts General Law Ch. 93 A - unfair and deceptive business practices, below. Failure to respond within 30 days and take remedial actions will subject you to treble damages.
  On two accounts we have been taken advantage of by TempurPedic. In 2016, we purchased an expensive adjustable base, under the impression that we were to have a lifetime warranty and at the very least, under the expectation that the product would last for a reasonable amount of time, as required by law through the implied warranty of merchantability. A Massachusetts Consumer Guide to Shopping Rights | Mass.gov. It is reasonably expectable for an expensive adjustable base with an advertised “lifetime warranty”, to move up and down as intended for 6 years, given that the mattress is expected to last a significantly longer period of time. To provide a bed and components that do not last as long as the intended use of the mattress is to engage in deceitful business practices. Upon contacting TempurPedic, I was required to pay $220 to have someone fix the issue. He could not fix it. The bed remains broken. I sent in a claim to TempurPedic and received an email that the base is no longer under warranty.
  
  I make demand for any of the following options:
  1. Repair the adjustable base; or
  2. Replace the adjustable base

  

  Business Response

  Date: 11/04/2022

  Per the original purchase order, the base was purchased in 2016. Per our warranty, only the frame is still covered.
   
  "For purposes of this Lifetime Warranty, the frame consists of the metal structure of the base and specifically excludes its cover, its side rails, decking and legs, actuator lift motors, massage motors, control box, remote controls, Wi-Fi modules, power supply, and any power supply cords." 
  
  The full warranty policy for this product can be found at the following link: https://www.tempurpedic.com/limited-warranty-tempur-ergo-premier-and-tempur-ergo-grand/. 

  Customer Answer

  Date: 11/07/2022

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

  The frame could very well be damaged.   

  The issue of repair was not addressed.

  A lifetime warranty should not be solely related to a frame.   That is very misleading.

  If not repaired or replaced, we intend to file in small claims.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 11/10/2022

  Because the customer is has mentioned possible legal action, we will not be able to help her any longer. The customer should have her attorney contact our legal team.

• Initial Complaint

  Date:11/02/2022

  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 purchased 2 twin xl Cloud Xl mattresses and bases on 2/13/14 for $5,333.84. The order number is ********** and the customer number is **********.
  I purchased the display models and was assured it carried the same 25 year warranty they offer on all mattresses. This was a question I specifically asked. My wife noticed her mattress was not right and she began to wake up with back pain. Upon inspection we found her mattress was splitting down the middle. We submitted a claim and they asked for pictures. Both mattresses where approved but they stated I only had a 10 year warranty and wouldn’t cover the full cost bc it was a display model and I would have to pay about $1000. I notified them that I had all paperwork including the warranty info that states it has a 25 year warranty and it has the full warranty. Not only did they refuse to cover the mattress under the normal warranty but stated I would only have 2 years left on the warranty if I paid the money and got replacements. My paperwork says I have a 25 year warranty not a 10 year. They are trying to hold me to a warranty that was changed years after my purchase. I have all email exchanges to prove what I am saying as well as all paperwork given at purchase. All I’m asking is for them to stand behind their product and replace the mattresses that they already approved but at the 25 year warranty that I have which would make it at no cost to me.

  

  Business Response

  Date: 11/02/2022

  This is what was communicated to the customer:..
  

  Since your original purchase as a Floor Model, you are only credited back the amount you originally paid. You will be responsible to pay any cost over the credit amount."
  

  This is and remains our policy regarding floor models.

  We certainly apologize for the customer's frustration. This decision is final.

  Customer Answer

  Date: 11/07/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They are claiming I have a 10 year warranty but I in fact have the paperwork to prove I have a 25 year warranty and does not exclude the floor model as they are claiming.  I was told my warranty covers replacement not credit to the original price.  I specifically asked if it had the normal warranty just for this reason and was told yes.  I did not expect them to stand behind their word or their product with over 650 complaints against them in the BBB.  I will also be contacting Consumer Affairs as well as the Attorney Generals office on this matter and will probably even file a small claim against them.  They changed their warranty to 10 years because they knew the quality of their mattress would not last 25.  I regret telling friends and family to buy their product now.  Although it is very comfortable and helped with my back with me being disabled it does not last and like I said before they do not stand behind their product.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 11/10/2022

  Due to the customer threatening legal action, please advise him we will no longer be able to help him. The customer should have his attorney contact our legal team.

• Initial Complaint

  Date:11/01/2022

  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.

  We purchased the $4500 mattress from Ashley's and they state that the warranty is through the manufacturer I have tried multiple times to get an answer but no one has answered. I handle delicate equipment and it’s imperative for me to get a good night rest. The mattress started sagging after 6 months and because of our schedule we hadn’t had time to file this complaint. Ashley won’t answer calls and we filed a complaint with the attorney general in California as well as with the BBB.

  

  Business Response

  Date: 11/01/2022

  Because the customer has gone to her AG before we were able to help her , we are unable to help her. We advised her to have the AG contact our legal team.

• Initial Complaint

  Date:11/01/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tempurpedic is refusing to honor the 10 year warranty that came with my mattress bought in 2014. My warranty request ticket # is ******. The mattress sags significantly and is uncomfortable to sleep on and the warranty clearly states any mattress with a 3/4 inch indentation in the foam qualifies for a warranty replacement. My indentation is bigger than that but when i submitted a warranty claim they said no and offered me a discount on a new mattress instead. Tempurpedic claimed the indentation wasn't 3/4 inch even though you could clearly see it is in the pictures. So I sent another set of photos that made it more obvious the indentation is large enough to warrant replacement. After reevaluating those newer pictures tempurpedic still refuses to honor warranty and just offered a discount. The dent is a little over 2cm which is well over the .75 inch requirement and I'm attaching picture with ruler showing depth here to show you. They asked to put ruler on my mattress and prop a quarter up on it so they could see how deep it is, also attaching picture of that. Tempurpedic is simply pretending not to see whats staring them in the face in order to avoid replacing my mattress under warranty. I'm completely shocked that they are ignoring the contents of my photos. Also attached my receipt.

  

  Business Response

  Date: 11/01/2022

  We understand the customer's frustration, however, none of the photos he submitted were done as we had asked, or they did not show the minimal requirements to qualify for an approved warranty claim. The warranty claim denial stands. The customer was given a 75% discount offer towards a new mattress. If the customer feels as though he'd like to submit a new claim, he can go here to do so: https://www.tempurpedic.com/customer-service/warranties/

  

  Business Response

  Date: 11/10/2022

  This was the customer's reply to our warranty team on Monday, Nov 7: "ok great thank you! I just used the code to order a pro adapt queen. kind of disappointed i had to pay for shipping but all things considered that's reasonable.
  Thanks again!****** *****"

  Customer Answer

  Date: 11/16/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I received my new mattress today and i really appreciate your help in getting Tempur-pedic to honor their warranty.
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:11/01/2022

  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 the frame and mattress on 9/10/2022 in the Flagship store in Columbia Maryland. The transaction number is ************. I paid $8,148.96 for the bed. The bed was delivered approximately two weeks ago. I immediately called Tempur-pedic after I realized the sleep tracker was not included. I told them that I did not have the correct bed and they should return and remove it immediately. I called and emailed multiple times and have received so many mixed messages. The last communication I received was a person trying to upsale me and have me pay $4,000.00 more. I did not receive what I ordered. I requested they come and immediately pick it up. It takes forever for anyone to answer the phone and you are transferred multiple times. Please call me and deliver the customer service that consistently brag about when you market your J.D. Power award.

  

  Business Response

  Date: 11/02/2022

  TempurPedic sincerely wants to keep their customers comfortable.  In this situation, it looks like a SleepTracker kit was missing from the ERGO Smart when delivered.  We are happy to provide her with the SleepTracker kit. The kit is extremely easy to install with two paddles that rest under the mattress.  Once she receives the kit, she can call the SleepTracker department and they will walk her through setting up the application on her phone, which is something she would need to do whether she received the kit with delivery or later.  We will not be sending her a whole new adjustable base as the kit will make the order whole.

  Thank you for your consideration.

  ********.

• Initial Complaint

  Date:10/31/2022

  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 online Aug.29, 2022, Order #************. I originally purchased a new one in Oct. of 2021. I was told the “Cloud” I purchased was the same as the “Original Cloud” that I bought 15 years ago. The Oct.2021 purchase the “Cloud Mattress” was soft. My wife & I would sink in. We gave it some time & the 90-day return policy was over. We decided to purchase the Tempur-ProAdapt Medium Hybird which was supposed to be a little firmer. The first few weeks seemed fine. Now, nothing but pain in our backs, neck, & all over body. I emailed them I want to return this mattress since it is in the 90-day return window. They wanted to charge me a $179 charge to pick it up. I called customer and told them that this was our 3rd mattress & we have been a long-time customers & they said that they will void the $179.00. I did tell them I do not want the box springs & they told me they are unreturnable. I read their return policy & it says that if you are unhappy with the purchase, you have 90 days to return it. It mentions you can't return mattress protectors, which is also another problem because it is too big & does not fit the mattress & I was told by them to buy a mattress topper so it would fit. When I called to tell them that their policy does not mention box springs, only foundations, & that they are defected because they are creak & crack they told me “Oh, that is something we will have to correct on our policy to show but you can't return them.” They want to charge me over $500 for 2 box springs that are defective. I emailed for the pickup, they originally told me it was a 10-14 day wait. I emailed again & they said “It is a 7-10 business days waiting period & today is day 8”. I have been nothing but patient. I want a full refund of my purchase of $4,806.19, which includes the king mattress, 2 box springs & mattress protector & would like the mattress & box springs picked up ASAP. Customer service is rude,sarcastic & dont let you get a word in.

  

  Business Response

  Date: 10/31/2022

  We understand the customer wants a full removal and refund of his order. However, per our return policy on our website (where the customer placed his order) here: https://www.tempurpedic.com/customer-service/return-policy/, it clearly states that our bases are non-refundable/non-returnable. As far as his removal, we are communicating with the company who will be picking up his mattresses only, not the bases (customer referring to them as box springs). We will advise the customer as to what's going on, or he will hear from our pick-up/delivery team. Once we receive the mattresses back, his refund will be processed and he can expect a window of 7-10 business days to see the refund in his account. To clarify, business days do not include weekends or holidays.

  

  Business Response

  Date: 11/02/2022

  Please advise the customer that our mattress covers are designed to fit multiple size mattresses. We will not authorize a return/exchange or refund on this. What we will do, is exchange his foundation for him. He will receive a phone call from the delivery team in one to two weeks to schedule. We will remove the old foundation at the same time

  Customer Answer

  Date: 11/02/2022

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

  I slept on my response from last night and these box springs...they are box springs...are damaged . They make creaking and cracking noises. Their site mentions no foundation returns... Yet, These are box springs, they have springs on them.  Foundation are solid, no springs.  I am not sure why I have to explain the difference between the two.  The customer service they have working are extremely rude and do not let you get a word in.  They are geared into manipulating their return policy and pull the wall over the customer. Your policy is not clear and they are trying to strong arm customers. I do not have money to lose on something that was delivered damaged.  In a normal world, when you purchase something and it is defective you return it.  You aren't forced to keep something that was sent defective/damaged.  I want to return the 2 box springs and a full credit for the 2 box springs as well as the mattress protector which does not fit and there are numerous complaints online showing that there is a problem with the mattress protector.  Once again, I paid for something that was suppose to fit and it does not.  I shouldn't be penalized and lose money because Tempur-Pedic is selling defective/damaged items.  

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

• Initial Complaint

  Date:10/27/2022

  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.

  DECEIT, DISHONESTY
  
  I wanted to start by saying TEMPURPEDIC refused to cancel a BRAND NEW contract I entered into with TEMPURPEDIC. I purchased a LUXE ADAPT mattress and they gave me a 90 day exchange policy clause. After trying out the LUXE ADAPT TEMPURPEDIC MATTRESS I explained that I was not happy with the quality of the mattress, and after much resistance, they reluctantly let me exchange that mattress for the PROADAPT MATTRESS.
  
  I specifically came into the La Jolla, San Diego, UTC Mall store and dealt with *****. After laying on the PROADAPT for 30 minutes I told ***** that although I couldn't be sure, THE PROADAPT seemed to be a better match.
  
  ***** explained to me that he already had everything done electronically for me and that there was nothing left for me to do except wait for my new and hopefully better mattress to be delivered.
  
  A week or so passed and they delivered my new mattress to me on a Saturday, October 8th. OMG!!! This was NOT the same mattress I tried out in the store with *****! Since it was the weekend, I contacted TEMPURPEDIC on the business day, Monday, October 10th. (SEE email below)
  
  They would not at this point do anything for me and said it's too bad, that they do not care that it doesn't meet my expectations and that I am stuck with this 6,807.00 purchase!!!
  
  I HAVE INCLUDED PHOTOS IN MY COMPLAINT PROVING THAT MY PRO-ADAPT MATTRESS IS SO HARD I HAVE TO PAD MY MATTRESS WITH EXTRA BLANKETS AT NIGHT TO EVEN FALL ASLEEP
  
  TEMPUR-PEDIC SEEMS TO CARE ONLY ABOUT GETTING YOU TO SIGN A CONTRACT WITH THEM.

  

  Business Response

  Date: 10/27/2022

  Our policy is one (1) exchange or return per 90 Night Trial, which has been utilized by this customer. We are unable to alter the terms of this program to accommodate this customer's request.

  Customer Answer

  Date: 10/29/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The representative that initiated my mattress had a verbal conversation in the store with me when I did my exchange and he told me that I could try out the mattress exchange and that if I didn’t like it I could simply return this mattress altogether and they would process my refund. I will not pay for a mattress that I can’t use.

  Furthermore,  the next business day after receiving this exchange, I told Tempur-Pedic through phone and email to take the exchanged mattress back because this this mattress was of even poorer quality then my initial mattress and this mattress appeared to be a used mattress. They didn't even bring it to me in an encased container. They delivered it to me out of some torn and dirty mattress cover/tape!!!

  Since the business will not accommodate my request, it is reasonable for me to return this useless mattress and let me out of contract.
  Because I acted in good faith and based on the conversation I had in store with the representative, I have a right to be released from this contract
  I will not pay for this mattress.

   

  ***** ******

  

  Business Response

  Date: 11/01/2022

  We have repeatedly explained the terms of the 90-Night Trial to this customer. We are unable to accommodate their request for an additional exchange, refund, or return. At this time we consider the matter closed. 
  
  
  

  Customer Answer

  Date: 11/07/2022

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

  YOU HAVE NOT explained any return policies to me - you are a LIAR- very dishonest company.

  I am not happy with this product and won’t make payments for a bed I’m not sleeping on. You are telling me I now can’t even return the bed I am MISERABLE sleeping on. You are a very sleazy company and have no business ethic. Very UNDERHANDED company. I won’t pay any further. Hope you enjoy all of my reviews
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:10/26/2022

  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 Tempurpedic Cloud Luxe Breeze king size mattress from Mathis Brothers furniture on May 25th 2004. I spent 4899.00 plus tax on this mattress which was guaranteed to have a 10 year warranty. Our Mattress began to deteriorate and sag over the past year. It has come to the point of not being normal wear. I contacted Tempurpedic, followed the instruction for a warranty claim and submitted my claim. They required a broomstick across the bed with a quarter standing up against it. I sent many photos with an obvious sag on both sides of the bed. Tempurpedic's response was to not honor the warranty, stating "the sag is not 3/4 of an inch". They did however offer a 40% off coupon, and a requirement to send them my old mattress. First question: If my mattress does not qualify for a warranty, why would you want me to send it to you? a discount that does not even touch you profit margin is not acceptable. Are you going to inspect the mattress and then return the 60% I paid for the new mattress when you find it to be faulty? Second question is: how is it possible to tell the depth of a sag simply by looking at a quarter and a broomstick? when weight is applied on the mattress, it sinks more than originally designed for. The memory foam is deteriorating, and I believe the cooling coils in the middle are not holding shape. A qualified inspector would need to inspect the mattress for faulty material. There are no box springs in or under this mattress. It should not be sagging at all. just as a side note, had I purchased this mattress two months earlier, it would have come with a 25 year warranty! This one didn't even make the 10 years. Obvious knowledge of faulty design. The resolution I am seeking is for the warranty in which I purchased to honored. I do not want deals and discounts. I want a replacement on the mattress. I was guaranteed by the sales associate that "tempupedic has a great warranty policy". a selling point I expect to be honored.

  

  Business Response

  Date: 10/26/2022

  The customer had extensive communication with our warranty team. As requested, the customer supplied the photos we require to do our due diligence regarding her claim. Plainly stated, the photos did not show proof of a valid warranty claim. The customer is frustrated and we understand that, however there are stringent policies and procedures that the company follows regarding warranty claims and therefore, based on what she submitted, her claim was denied.

• Initial Complaint

  Date:10/25/2022

  Type:Delivery 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 Mattress and adjustable base on August 28th. on 9/13 -Base was damaged during delivery and returned. Matters dropped off. After multiple calls to customer service without a resolution. I decided to cancel my order and get my money back. Took almost 20 days to get my refund back and had to file a BBB complaint to get them to communicate with me. For the last 7 weeks I have been trying to schedule a time to come pick up the mattress that was delivered on 9/13. Their delivery provider didn't show up on first appointment (Friday), showed up 2 hours late and at that time no one was at the house on the 2nd appointment. On Oct 10th I reached out to Bridget with Customer service to schedule a pickup on 10/22. I got an email back from her the following morning and was supposed to get back with me ASAP. Never heard back until 10/20, someone name Marty. he couldn’t get a Saturday setup and scheduled the pickup for Monday. I emailed, called back to let them know Monday isn’t going to work and no one can help or do anything other than Monday 10/24 for pickup.
  At this point I have taken 3 days off and asked my brother once to wait for the pickup. The delivery provider never reaches out or never show up. I asked multiple times for them to get involved and help get with delivery provider, they response was “I do not have access to their scheduling systems.” And they refuse to call or help in any way.
  I would like them to get involved, schedule a pick for a Saturday and I’m ready to get this mattress out of my garage.

  

  Business Response

  Date: 10/25/2022

  As we explained to our customer, our delivery teams are not employed by TempurPedic. They are independent contractors. The delivery agent that services the area the customer lives in, has stopped doing delivery/pick-ups on Saturdays completely. We apologized to the customer for any inconvenience  this caused and we understand their frustration. Sadly, it is not something we can control.

  Customer Answer

  Date: 10/25/2022

  
  
  Complaint: ********

  As I explained to your customer representatives via calls
  and emails, my schedule won’t allow for a pickup Monday thru Friday without
  taking time off again from work. Your 3rd party delivery provider is
  very undependable. They are never on time and once didn’t show up.  
  

  Sadly, I’m not the one that hired the 3rd party
  contractor, I don’t have access to their scheduling system, and I don’t think
  it is the customer responsibility to setup delivery and pickup times with your
  delivery provider.
  I tried to call and email your customer representatives multiple
  times. I left Marty a request for a call back and my request got ignored. Here
  is a list of ticket numbers that was submitted and ignored by your team:
  482921,482681,482641 and 482444. I’ve attached request emails for your
  reference.  
  I bought the same exact mattress and base from Havertys,
  took 15 min to complete the purchase and 3 days later it was delivered on time,
  installed and setup with no issues. Buying a house was an easier process than
  buying a mattress directly from Tempur-Pedic and took less time to complete.        
  With that being said, what do you recommend to resolve this
  issue other than an apology, Or blame your delivery provider? 

  

  Business Response

  Date: 10/26/2022

  As we stated previously, the customer is demanding pick-up/delivery service on a Saturday. The independent delivery company that serves the customer's area no longer works on Saturday. There is no other company in the customer's area to do this. We know it's frustrating.

  Customer Answer

  Date: 10/26/2022

  
  
  Complaint: ********
  
  
  I would like for you or someone from Tempur-Pedic to work
  with me to resolve this issue. I’m not demanding anything; I’m tired of dealing
  with your organization, taking time off from work and ready for this nightmare
  to be over.
  I can leave the mattress in my driveway at 5:00 am before I leave
  to work. I live on a private golf course and our HOA are very strict about
  leaving items visible from the course or the street by the house.
  Get me a date and an early morning pickup time from your
  delivery provider and I will have it out there for them to get it. Preferably before
  noon if possible.  
  

  

  Business Response

  Date: 10/28/2022

  As we have advised the client, the exclusive company that services his area does not pick up or deliver on weekends. There isn't an alternative company.

  Customer Answer

  Date: 11/01/2022

  
  
  Complaint: ********
  
  
  
  ***,

  Can you setup a date and time with your delivery provider
  Monday thru Friday to pick up the mattress?
  No weekends, no Saturday, and no Sunday. Just any day that
  works for you.  
  Get me a date and a time that work for you and your delivery
  provider and I will have the mattress waiting for them by the driveway. 
  Again, any day that work for you and your delivery provider.
  NO SATURDAY, NO SUNDAY, NO WEEKEND.
  Can you schedule the pickup before noon due to HOA
  restrictions?
  At this point, I will be more than happy to pay the HOA fine
  if you can’t get it picked up from my driveway before noon.  JUST COME AND GET IT!!!

• Initial Complaint

  Date:10/19/2022

  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.

  Date of Transaction 3/27/2015
  10 Year Warranty
  Amount Paid $4,399.00
  Order#***********
  Tempur Pedic committed to replacing items that were damaged. The mattress that i put a claim in for the foam is splitting which is one of the reasons they replace these products and they have declined to replace the product. So the warranty is not worth anything is the product cannot be replaced or a credit to be issued for the amount to buy a new one. Temper Pedic has not tried to resolve the issue at all, JUST a simple sorry claim was denied.

  

  Business Response

  Date: 10/20/2022

  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.