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
- 699 total complaints in the last 3 years.
- 184 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:10/19/2022
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 split California King mattress (Cloud Sepreme Breeze 2.0) on 8/28/2016 from Mattress Firm (an authorized retailer).
This are two side by side mattresses and I paid $2,999 each.
One side is sagging enough that I am now experiencing back pain that I am having to see a chirpractor for.
I filed a warranty claim for both sides and they were both immediately denied.
There is a 10 year warranty that Tempur-Pedic is refusing to honor based on "physical abuse / statining."
I went to the local retailer "Mattress Firm" on 10/9/2022 in which the store manager recommened I resubmit the claim as it appeared to be be shadows and normal wear -- note that the Mattress Firm retailer at original purchase said not to buy a mattress protector because the "cool breeze" technology would not be effective.
The new claim was resubmitted only for the worse side again on 10/12/2022.
The resubmittal was again denied and the tier 2 support (*****) said out of the gate he would advocate for me but would not be able to alter their decision or offer a credit.
After several moments of attempting to reason, the call went south and the tier 2 support hung up on me.
I am seeking a replacement for at least one of the two sides if not both
Business Response
Date: 10/20/2022
The customer was disconnected due to his verbal abuse of the person attempting to help him.
The photos the customer supplied the this BBB complaint are NOT the same photos the customer supplied to us, which showed staining. As explained to the customer, when liquids (including body secretions) get into the materials inside the mattress, the materials can break down causing sagging. This automatically voids any warranty regarding the mattress.
Per Management, we will not reconsider this claim and deem it as closed.
Initial Complaint
Date:10/19/2022
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 sent all the pictures and documents they need and still don’t want cover my warranty. All they do is send u in hoops and at the end they try to give u 40% off of more then every website out there. They talk about having good customer service and being jd power. I’m very upset with them. My mattress is sinking and my back is killing me because of it.Business Response
Date: 10/20/2022
The customer took the necessary photos incorrectly. The quarter must be leaning up against the broomstick, NOT the broomstick pushing down on the quarter. Our Escalations Team will reach out to him today in the hopes of guiding the customer through this procedure correctly.Business Response
Date: 10/27/2022
The customer submitted photos of his mattress with stains on it. The liquid that caused the stains seeps into the materials inside the mattress which causes the material to break down, causing sagging. This automatically voids the warranty. The link is here: https://www.tempurpedic.com/customer-service/warranties/Customer Answer
Date: 11/01/2022
Complaint: ********
I am rejecting this response because:
There warranty is deceiving, there customer service is not there. I’m not happy with the product.
Sincerely,
**** *****Initial Complaint
Date:10/14/2022
Type: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.
My order number is S000155590. My order for a King Size mattress for $3,400 was placed on September 7th by a Stearns and Foster representative. I received an email indicating the order will leave the plant in 1 to 1 and 1/2 weeks. That did not happen. It is now five weeks later, and every attempt I have made to communicate with Stearns and Foster to receive information on my order has resulted with no actual information. In each instance I contact Stearns and Foster, I am told someone will contact me with information; however, no one does. In one instance I was placed on hold for nearly an hour only to be information they have no information on my order. On October 6, I again received an email from a representative stating they are going to locate my order and respond soon. I contacted that person a few days later to request an update; the person has not responded. I emailed their customer support, informing them that we are concerned if we purchase a mattress elsewhere, at some point Stearns and Foster will charger our credit card. We are simply asking for the company to communicate with us with actual information or cancel our order.Business Response
Date: 10/14/2022
Stearns & Foster is sincerely sorry for the minor delay in delivery of this mattress. It was ordered on 9/7/22 which is slightly over 5 business weeks. Because S&F mattress are created to order, it often takes longer for their production/delivery. Our records show that we have communicated with Mr. ******** several times but could not give him the exact delivery because it has not been assigned, yet. We have turned this case over to the specialist team for deliveries and hope to be able to satisfy Mr. ******** soon.Customer Answer
Date: 10/19/2022
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.
Sincerely,
***** ********Initial Complaint
Date:10/11/2022
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 23 Jun 2022, I ordered a Tempur Pedic, TEMPUR-Adapt + Cooling mattress topper directly from Tempur Pedic’s website: https://www.tempurpedic.com/
I tried to use this mattress topper for 30 days as recommended even though it was causing pain to me and my wife. I tried on numerous occasions to contact their customer support for a refund and to return the mattress topper but they refused to allow refunds. This a top of the line mattress topper and the product is clearly flawed. I don’t know if I received a bad one, but I just want a refund and I’m not willing to experience further pain and discomfort giving this product another try.Business Response
Date: 10/11/2022
We have advised the customer through email (3 ***es), that we do not allow for returns, exchanges or refunds on our toppers. The terms & conditions are on our website here: https://www.tempurpedic.com/customer-service/return-policy/
The customer has stated that our policy is not acceptable to him, however we will not alter our return policy. Thank you.
Business Response
Date: 10/20/2022
The customer has been informed of our policy regarding no returns/exchanges/refunds on our toppers which is stated here: https://www.tempurpedic.com/customer-service/return-policy/
If the customer feels that there is a warranty issue, he is advised to file a claim here: https://www.tempurpedic.com/customer-service/warranties/
Customer Answer
Date: 10/22/2022
Complaint: ********
I am rejecting this response because:the mattress topper I received did not even look like the images displayed on the website. Your return policy 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.” The product I received is defective and not as described. Please honor your policy and allow me to return it
Sincerely,
*** *******Initial Complaint
Date:10/07/2022
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 an insurance for my mattress. My husband is status post 3 back surgeries and has been unable to sleep in this mattress for over 4 months. I filed a warranty claim and was informed that the pictures do not meet the requirements for the warranty. I would love for them to try the mattress and confirm that the pictures don't reflect the issue. When laying down you dent in the left side of the mattress. I'm writing to you because I don't agree with their decision. If they were to try the mattress I know they would give me a replacement.Business Response
Date: 10/11/2022
Our warranty only covers permanent visible indentations of the mattress that measure 3/4" or greater without any weight or applied pressure.
The customer's photos do show downward pressure which invalidates the measurement. It appears that the product is not defective as the complaints fall within the
category of “comfort preference” which is not covered by our warranty.
We are unable to offer a replacement approval. Unfortunately, there is nothing more we can do in regards to this claim.Initial Complaint
Date:10/06/2022
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.
Reference Unresolved Claim ********
6/6/2022 - Qty 2 Mattresses ordered online Tempurpedic.com and shipped via UPS.
Multiple calls and emails regarding the quality of the mattresses and trying to get a resolution and return. I was even hung on up by a representative.
7/27/2022 - Filed BBB Claim
8/10/2022 - Finally received a call from Tori with Sleep Outfitters regarding the pickup of the defective mattresses and scheduled for 9/9/2022.
9/2/2022 New "Tempurpedic" Mattresses ordered with Sleep Outfitters TO MAKE IT EASY because they were picking up the defective ones.
9/9/2022 Defective mattresses picked up and new Tempurpedic mattresses delivered
Multiple calls and emails again regarding my credit.
9/25/2022 Mattresses finally credited - not full credit
Order was for qty 2 mattresses $3,660.87
Credit was only for $3,470.12
10/6/2022 - Filed new BBB Claim regarding credit amount
See attached PDF File - 3 pagesBusiness Response
Date: 10/06/2022
The refund in question was finalized on 9/14/22. At this point, there is nothing further we can do.Customer Answer
Date: 10/12/2022
Complaint: ********
I am rejecting this response because:The original mattresses were defective and I had 90 days to make a claim. Claim was made within 10 days
Nothing was mentioned anywhere at time of purchase about return fee!
I was also told by one of Tempurpedic dealers that the mattresses are rarely even picked up. Not sure why I am having to know battle for my full refund and have been battling all along
I will be leaving a review on social media regarding how this was handled and contacting JD Power ratings this is NOT fair
Sincerely,
****** *******Business Response
Date: 10/13/2022
The customer went to another retailer (Sleep Outfitters) to purchase her replacement mattress and they have their own policies and procedures. The customer has been advised of this as well.Initial Complaint
Date:10/05/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On September 15, 2022 we had a TempurPedic mattress delivered. We had purchased the mattress the previous week at the TempurPedic store in Town Center Shopping Center in Leawood, KS. In the process of delivering the mattress the driver of the delivery truck backed into one of our trees next to our driveway and broke a significant limb of the tree. The limb had to be removed. In multiple exchanges with the TempurPedic customer service department no compensation nor resolution of any kind has been offered. I believe we are owed something for the damage to the tree and subsequent removal of the limb.Business Response
Date: 10/06/2022
We are currently working with our delivery team to facilitate a resolution for this customer.Customer Answer
Date: 10/07/2022
Complaint: ********
I am rejecting this response because:
It has been more than 3 weeks since the incident occurred. Each inquiry I made to the TempurPedic customer service agent gave the same reply that they were working it out with their delivery firm and that the delivery would contact me. Neither of those promises has been acted upon. It does not take more than 3 weeks to address this issue if they are truly trying to do so.
Sincerely,
*** ******Business Response
Date: 10/13/2022
The customer has been advised that the independent contractor that did the delivery and the damage to the tree is not an employee of Tempur-Pedic. We have reached out to them through multiple channels. We would suggest to expedite things, perhaps the customer should contact the delivery company themselves, if they have that information. If not, we invite the customer to call and we'll be happy to give them the contact information.Business Response
Date: 11/01/2022
Please advise the customer that the Logistics Team is working on a resolution on his behalf.Customer Answer
Date: 11/02/2022
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.
Sincerely,
*** ******Initial Complaint
Date:10/05/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Friday, 9 Sep, I ordered a Tempur-Pedic mattress and base online via Tempur-Pedic's website. The Customer Service page states, in their "Shipping and Delivery Policies," "White Glove Delivery," section that mattresses are typically delivered 7-10 business days after the order is placed. In their FAQ section, it says: up to 3 days for order processing; within 3 days for delivery by Carrier A to Carrier B; contact to schedule delivery by Carrier B within 2 days. Here, on 14 Sep the order was processed (3rd business day after order placed), warehouse shipment confirmation (Carrier A) was received on 20 Sep 22 (4th business day after order processing), and Carrier A delivered to Carrier B on 22 Sep (6th business day after order processing). Now, however, the mattress has been sitting with their contracted carrier for 10 business days and I have received no contact regarding the order, placed almost a month ago. On 27 Sep, I attempted to reach Carrier B (Daryl Flood Logistics) via the number on their website but was routed to a full voicemail. I then contacted Tempur-Pedic and reported the issue and was told to call the carrier and they'd look into it and call me back. No call. On 29 Sep I called Tempur-Pedic again, received ticket #SCP0264322 and was told I'd receive a call within 24 hours. No call. They also gave me a new number for Carrier B; I left a voicemail but no response. I called Tempur-Pedic again for an update on 3 Oct and was told the ticket was upgraded to critical and I'd receive a call back in 2 hours. No call. On 4 Oct, I called and was routed to Escalations and given ticket #******. I was told the previous ticket had been sent to Tempur-Pedic's transportation division and the agent would update the ticket, but there was no other remedy. The customer svc agent then put me on hold and tried to call the delivery agent; she was also unable to reach them. I asked for the next steps and was told there was nothing she could do. I'd like an update/delivery.Business Response
Date: 10/06/2022
Thank you for your concerns. We apologize for the inconvenience you've suffered. We're currently working to get updated information on her delivery.Business Response
Date: 10/13/2022
We do apologize to the customer for the logistical issues. The delivery teams that bring our products to the customers are not employed by Tempur-Pedic, but independent contractors. We were finally able to resolve this delivery dilemma and the customer received her mattress on Oct 11, 2022.Customer Answer
Date: 10/20/2022
Better Business Bureau:
I concur with the proffered response. The mattress was delivered after numerous calls and e-mails with Tempur-Pedic and their contracted delivery company. Thank you for your assistance!
Sincerely,
Joy HewittInitial Complaint
Date:10/05/2022
Type: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.
We purchased an amazing set of split king mattresses and adjustable bases. The product and the delivery was outstanding. We placed our order over the phone and the sales representative recommended the bamboo sheet sets which are also great. We ordered 2 sets. Upon delivery we were handed a promotion where if you buy 1 set of sheets you get the second set for free. We called back in and after spending quite a bit of time on the phone the representative stated she sent the refund request to the promotions department and that there would be no problem receiving the credit back as long as we register the mattresses online. We did that while sill on the phone with the representative. Since we didn't hear back within 24 hours as we told we would, we called back in a day later and after nearly an hour we were transferred to a Supervisor named *****. After some time back and fourth and him talking over my wife he did state he would call me back with a resolution within 24 hours. This was a week ago and still not a word from him. I did leave 1 message for ***** to call me back but there has been no response. The amount in question is $313.50 as that was the cost for each of the 2 sheet sets we purchased. We spent over $5,000.00 for everything and we love the product, but when spending that kind of money to not be able to communicate, respond and resolve something that is so simple is frustrating for us. Nobody said the refund can't be done for the $313.50, but rather we are being ignored. A response would be greatly appreciated. Thank you,Business Response
Date: 10/06/2022
I spoke with Mr. ******** and issued a credit for the amount in question. This should now be resolved.Customer Answer
Date: 10/06/2022
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.
Sincerely,
***** ********Initial Complaint
Date:10/05/2022
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 temperpedic mattress from mattress firm about 5 years ago. Three years ago I did a warranty claim to get a new one because of defects. The new failed after 2 years. I just filed another warranty claim with temperpedic. Their warranty claim and process is fraudulent and deceptive that requires purchasers to pay a higher price. Not only did they only give credit, they required me to purchase the new one at full price even though I didn't pay that when I bought it. They also required $175 delivery fee that I didn't pay in store. They have costed me more than $1000 extra to file a warranty claim for a defective product.Business Response
Date: 10/06/2022
We approved this customer's most recent warranty claim on July 08, 2022, one day after the claim was submitted on July 7th.
They were offered either a replacement mattress at no additional cost (TEMPUR-ProAdapt), OR $3,349.00 in credit towards the purchase of another mattress of their choosing per our warranty guidelines.
"In connection with the replacement of a product in compliance with the terms of this Limited Warranty, if a purchaser elects to upgrade to a more expensive product, it may do so by paying the difference between the cost of the original product being replaced and the cost of the upgraded product plus the cost of any related additional sleep system pieces not being replaced as part of the warranty exchange."
The $175 shipping fee applies to all mattress exchanges and returns without exception. This is also stated in the terms of our warranty.
"Except as otherwise provided herein, Tempur-Pedic will not charge purchaser to repair or replace purchaser’s mattress or flat foundation if it is deemed defective during the length of this 10 year Limited Warranty, but any transportation costs associated with repairs or replacements are purchaser’s responsibility."
Warranty orders must be placed on warranty.tempurpedic.com. Warranty credit cannot be combined with any promotional offer, sale, or discount.Business Response
Date: 10/13/2022
The customer has threatened legal action so therefore we advised him to have his attorney contact our Legal team. We will no longer be able to help him.Customer Answer
Date: 10/20/2022
Complaint: ********
I am rejecting this response because:
The company has a fraudulent return policy and bad business practices. If the company wants to go to court, then we will.
Sincerely,
****** *******
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.