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 North America , LLC

  170 Hillside Rd Cranston, RI 02920

• 

  Sealy, Sterns & Foster Mattress Company

  1705 Rockdale Industrial Blvd NW Conyers, GA 30012

• 

  Tempur-Pedic Flagship Store

  4400 Sharon Rd Charlotte, NC 28211

• 

  Cocoon by Sealy

  9 Industrial Rd Belmont, MS 38827

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:09/29/2022

  Type:Delivery 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.

  I ordered a mattress foundation order#************ on August 4th. Advertised delivery time on the website was and is 1-2 weeks delivered. As of today I have not received the mattress foundation. I contacted customer service 5 times and I was always promised they have located a mattress foundation and it would be send out. I was not yet given a delivery date.

  

  Business Response

  Date: 09/29/2022

  We understand the customer's frustration. The model of the base he ordered has been on backorder, however we did find one, albeit not-so-close to the customer. We are sending it to the distribution center as of this writing. The distribution center expects to receive this item approximately Oct 1. Once the delivery agent is contacted by the distribution center, the customer will receive a call to schedule.

  Customer Answer

  Date: 10/05/2022

  
  
  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:09/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i ordered 2 pillows cloud-adjustable 1 of the pillows is sagging i went through the warranty claim process and it was denied here is what the email said, i did submit photos i don't know how to demonstrate the sagging comparing both pillows with 1 and another i bought their product because according to them they stand by their products along with their warranty this is was completely a disappointing experience from a reputable company it seems like they will make you go through hell before they replace anything il send this saggy pillow back to them so they can take a look at it themselves i spend good money on these pillows because i had a good experience with a previous $200 cloud memory foam pillow that i purchased few years ago i have supplied photos trying my best my best to show both the non-defective and the defective pillow anyone can clearly see there is something wrong with 1 of the pillows
  
  Sep 23, 2022, 1:02 PM EDT
  
  Hi ***,
  
  Thank you for completing our warranty claim process. Our team has had a chance to review your submission and photos. Unfortunately, based on the information you’ve provided and the details you’ve shared, we cannot approve your claim at this time.
  
  Our pillow warranty covers the following:
  Any physical flaw in the product that causes the material to split or crack despite normal usage and proper handling
  Deterioration of the cell structure of the material that causes the product to not return to its original shape.
  
  Your documentation does not show that your product meets our guidelines of warranty coverage to be approved for a full replacement at this time. You may review our warranty terms online here.

  

  Business Response

  Date: 09/29/2022

  We do apologize for the customer's frustration. We were able to resolve this issue by sending a bag of "fill" (the material that goes inside the pillow) to the customer and he is satisfied.

• Initial Complaint

  Date:09/29/2022

  Type:Product 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.

  We are seeking a refund for items that were returned in July of 2022. We were unsatisfied with the company's mattresses and motorized foundation bases we purchased from Tempur-pedic on February 10th, 2022 at their Flagship Store in Atlanta at **** ****** ***** ** ** *** *** ******** GA 30326. We spoke with the sales representative at the store and arranged the return for both items. We received the attached return request notification that the purchase price of the mattress and motorized bases was being processed. The company's shipping and delivery provider Sleep Outfitters arranged two separate pickups - one for the mattresses which occurred in June and then another for the motorized bases which occurred in July. Both the mattresses and bases were picked up and are no longer in our possession. We have received a refund for the mattresses but we have not received the refund for the amount of $1,304.62 for the motorized bases plus tax that we no longer possess and were returned to the company. We have contacted the company's customer service department as well as spoken to the sales team at the Flagship store and have either received no response to our request or inconclusive information on when we will receive the refund. We are filing a complaint in order to escalate this issue and receive a response and a full refund of the purchase price plus tax for items that we no longer possess and were returned to the company over 60 days ago.

  

  Business Response

  Date: 09/29/2022

  We apologize for the delay, but the customer's refund was entered into the system today. It will take approximately 7-10 business days (weekends and holidays don't count) for him to see it.

  Customer Answer

  Date: 09/29/2022

   
  
  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:09/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Tempurpedic Cloud 7 years ago based on my previous experience with 5 other Tempur-pedic mattresses. The Mattress in question has a sag whereby anyone laying near the compromised area will roll into it. It is NOT obvious when you look at the product, the integrity of the material is compromised, and is only obvious when you lay on or near it.
  
  The online warranty process requires pictures that prove there is an issue (you can't prove what is not visible) I was told by the store that if you can't show it, someone may come to inspect it. I'm fine with that. Unfortunately, they denied my claim without any inspection based on pictures that i already specified cannot show the compromised material

  

  Business Response

  Date: 09/29/2022

  As we've advised the customer, there must be photographic proof of a dip at least 3/4 of an inch. Our website states this: Deterioration causing the mattress to have a visible indentation greater than three- fourths (0.75) of an inch that is not associated with an indentation or sag which results from use of an improper or unsupportive foundation or adjustable bed base. Normal wear requires that a purchaser’s mattress be continuously supported by a matching foundation or adjustable bed base with a proper bed frame sufficient to support the collective weight of the mattress and foundation.

   

  At this time, we cannot approve the customer's warranty claim.

  Customer Answer

  Date: 09/29/2022

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

  

  Business Response

  Date: 09/29/2022

  We spoke with the customer today. She has not been able to give us proof of purchase to date, which is required. The customer has stated that she will be mailing a copy to this location

• Initial Complaint

  Date:09/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a mattress back in October 2013, I have a 10 year warranty, my warranty expires October 2023, the mattress is no good anymore because it sinks in when my spouse and I use it, we have not used it for a while, I started contacting the company and I was denied to get it replaced, i was denied based on the pictures that they saw, I wanted someone to come over but they refused to, I spent about $3000.00 and they don't care about customers or warranty, any help would be greatly appreciated, thanks

  

  Business Response

  Date: 09/29/2022

  We sent an email to this customer on September 1, 2022 asking for his zip code so we would be able to see if there is a mattress tech in his area. The customer never replied to the email request.

• Initial Complaint

  Date:09/29/2022

  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.

  9/23/22 I was given a decision on the second warranty claim I have had to file with this company stating it was being denied due to “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." The problem is, the first time, less than 1 year ago, (which is apparently the time it takes for one of their beds to break down now even though initially it took 4 years but this model was an even worse model) the issue was very similar and it was approved. Why one time are you allowed a replacement and this time it's abuse. I have recently fallen out of the bed due to this broken down problem and sustained a concussion and have let them know but still, abuse not an approved warranty. Here is language from 1st and APPROVED claim: left side if looking at bed), the edge has sagged and collapsed inward and slants down.
  Due to this it causes me to roll or slide off the edge of the mattress. It always feels like I am going to fall right out of
  bed because there is nothing to support me. If I sit on that side of the bed, the whole side of the mattress just
  collapses. The mattress has been on a Tempurpedic adjustable base since we got it. It is only 4 years old and this
  shouldn't happen. Hmm. Well now I have fallen out of bed. And am stuck with a no good warranty. Do they actually say somewhere fat women "DO NOT BUY" because Thanks Tempur-pedic for making me feel like it was my body who caused the problem and not this cheaper replacement I was given.

  

  Business Response

  Date: 09/29/2022

  We cannot find this customer's information anywhere in our database. Is it possible she purchased her mattress from a retail partner? If so, it is the responsibility of the retailer to manage her warranty claims. Again, we cannot find any information on this customer.

• Initial Complaint

  Date:09/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a Tempur Cloud King from Tempurpedic.com on 8/25/2021 for $2399.(minus discount of $719.70) It is the memory foam mattress that ships in a smaller box, that expands after you open it. This was a retirement splurge for my husband.
  In months, the mattress started breaking down from the inside and this deterioration was not visible to the ruler or naked eye. However, when using your hand to push on the mattress it did not provide return support, specifically there was no resistance in the underlying memory foam, it felt compressed, and wouldn’t expand. My husband started complaining of back pain, until he complained every morning. I also developed back PAIN in the morning which also prevented me from any kind of restful night’s sleep.
  I thought we might have gotten a defective one, but we reviewed other BBB complaints, we found there are many other Tempurpedic memory foam mattress owners who have had the same problem. We found that Tempurpedic used an archaic straight edge and “quarter” indentation to determine if the mattress was faulty. The mattress must have a ¾ inch dip visible to the eye. In the claims we reviewed, ALL of these claims were denied by Tempurpedic! Tempurpedic has a terrible record of not providing warranty service! We discovered that they seldom if ever provided any warranty resolution to the end customer.
  8/30/2022, we filed the warranty claim on line, it was no surprise, it was quickly denied. At this point, the mattress was ONE year old, it’s ridiculous that their quality is so poor it would not even last one year!
  We had asked via email that our claim be re-examined, and escalated
  We proposed that Tempurpedic credit us for this mattress and apply it towards the purchase of the Tempurpedic adapt which fell on deaf ears.
  Please if you are reviewing our complaint, do not under any circumstance purchase a Tempurpedic cloud mattress. They are highly overpriced, and are not backed by any type of usable warranty!

  

  Business Response

  Date: 09/29/2022

  While we apologize to the customer for their frustration, however we did advise them of the following: "
  Our warranty covers permanent indentations of the mattress that measure 3/4" or greater. Since the mattress returns to its original form it is functioning properly. There are no visible manufacturing defects with your mattress. 
   
  We try our best to take care of our customers, and we take our warranty process very seriously. We have looked over your claim several times to see if there was something we could do, but at this time unfortunately you are not eligible for a replacement. It is not our pleasure to give you this information, but at the same time we must abide by our warranty process and procedures."

   

  Customer Answer

  Date: 09/29/2022

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

  This is a sham warranty which allows Tempur-pedic to reject all warranty claims!

  Obviously, don’t purchase any Tempurpedic Mattress if you are seeing this review, they don’t stand behind their products!

  Do NOT BUY a Tempur-pedic mattress!!! 

   

  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:09/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Tempur-Proadapt Medium hybrid mattress on 10/8/2020, the product is faulty has springs coming through the mattress top. They have approved the mattress to be replaced, however, they are charging a delivery & pick-up fee for the faulty mattress. We are asking that they refund this fee as well of $175.00. I have called numerous times, most recently 9/22/22 spoke with **** ****. She advised this would not be fair to all other clients. I advised this is a faulty product & the consumer should not be responsible for the re-delivery fee. We already paid to have this delivered the 1st time.

  

  Business Response

  Date: 09/29/2022

  We apologize for the customer's dissatisfaction. They were offered a new mattress to replace their present mattress. This is at the total expense of the company unless they choose an upgraded mattress. The delivery fee is standard for all of our warranty replacements and is clearly outlined in the warranty. The fee can not be waived as all approved warranty claim customers must pay for delivery in order to receive a free mattress of comparable value.   We are happy to entertain a replacement but must follow the warranty guidelines.
  
  

• Initial Complaint

  Date:09/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company makes you buy special boards for the base of your mattress in order to have their 10 year warranty they advertise. I paid thousands of dollars for these boards 6 years ago. The mattress I have has not retained it shape. It is bowing severely. When filing a claim, the company only lets you upload 1 picture. I filed a claim, and the company states through email since I have a small coffee stain, the warranty is voided. I have the warranty information, and it does not say a stain will void your warranty. My stain is the not cause of the bowing, it is, in fact, on the opposite side of the bed. How can you really see bowing through a picture? I feel this is deceptive marketing, making customers spend outrageous amounts on bunk boards when they should tell folks you will never be able to file a warranty, because who doesn’t have a small stain on a almost 7 year old mattress. I also purchased a mattress protector from them that was apparently ineffective. The fact that I spent thousands of dollars extra at the time to get a warranty to prevent the issues I’m having to then be told the warranty is voided is so infuriating and I feel I’ve been deceived by them.

  

  Business Response

  Date: 09/28/2022

  The customer's warranty claim was reviewed by three different employees. The main issue is that her mattress has stains on it. The liquids from the stains can break down the material inside the mattress, which in turn can cause dipping. Our warranty policy (https://www.tempurpedic.com/mattresses-and-flat-foundations-10-year-warranty/) states this. We know the customer is angry and frustrated with the warranty claim denial. Having three separate employees reviewing her case is two more employees than what is typical.

  Customer Answer

  Date: 09/28/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the stain is on the wrong side of the bowing. The clause attached says normal wear is excused by the expensive boards they make you purchase to have a warranty. Since I have those boards my mattress should have it’s shape retained. I think it’s absolutely ridiculous I have the proper frame and support, and they want to blame the mattress bowing on a stain from the opposite side of the bed. Also—I have a mattress protector purchased  from temper-pedic. I obviously purchased everything to protect the mattress, and the mattress still can’t be judged on a curve? They’re your products that have become defective. Incredibly deceptive company. I would have NEVER spent money on those boards or the mattress protector that didn’t work if my warranty would be voided by a simple stain. They should put examples on their website of acceptable claims and also put very clear disclosures out about small stains causing the product to become defective. You’re absolutely right I’m angry- angry I’ve been taken advantage by your company. You exploited me, forcing me to buy those unnecessary bunkee boards- claiming they are the only key component in the warranty, only to be told a simple stain voids it. I wish I would have received this disclosure. I now have immense back problems that I can’t correct with my warranty that should be honored. The fact that your $3,000 product can become defective from a single stain is worth examining by your engineering team. You should really do studies with all appropriate types of customers and understand life instances, such as co-sleeping with a child.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 09/29/2022

  When liquids hit a mattress, they travel THROUGHOUT the material (think of a sponge). Therefore, stain location is not the issue. Being stained is.

  Customer Answer

  Date: 10/05/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  You all are ridiculous. How does that excuse your ineffective mattress protector? How does that excuse the extra money I dished out for bunkee boards?? Since we want to use shouty capitals , let me emphasize as well…YOU SHOULD PLACE CLEAR DISCLOSURES ABOUT SMALL STAINS VOIDING WARRANTIES. DONT MAKE CUSTOMERS FEEL TRAPPED TO BUY YOUR EXTRA PRODUCTS WHEN YOU WONT HONOR A WARRANTY DUE TO NORMAL WEAR ON A MATTRESS!! I WOULD HAVE NEVER PURCHASED BUNKEE BOARDS OR A MATTRESS PROTECTOR IF I KNEW I WASN’T ALLOWED TO HAVE NORMAL WEAR ON MY MATTRESS TO TRY AND UTILIZE MY WARRANTY. Sounds like a scam to the consumer to spend more money.

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

• Initial Complaint

  Date:09/25/2022

  Type:Product 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.

  Date of sale: 02/13/2022. Sealy King mattress, Gainseville, with 10 year warranty. Started caving in within 6 wks. Model #******. Started making a claim, but got nowhere but the runaround.After weeks and weeks of calling,emails, and an inspector, who stated that the mattress was defective and had huge concave holes in it for being brand new, Sealy finally sent me an email stating they would replace mattress. It was all confusing terms,and no phone number to take me to the person who sent me the email. If I wanted to talk to someone, I had to call the 800# and go through the hour long process with cs , who was never helpful. I was then told to find a "comp" mattress, then email the results to the email they sent me. Well, I have done all that! Over and over. I don't know how much more time I can spend on this matter, as well as lose countless days of sleep, due to defective mattress they won't fix. I'm 60 years old, on a very fixed income, and they are hoping to wear me down. I have followed ALL their rules!! They have not abided by their promises! I bought myself ONE new item when I had to move, and that item was what I thought was a good mattress, that had a good warranty, and Sealy is set on not following through. They even claim that if I found a Sealy mattress in stock I STILL have to wait ANOTHER 8 weeks to have in come in, AND pay another $140 to have it shipped to me, AND another $65 to dispose of the defective one. I do NOT want the same model mattress. I've looked up reviews, and see that most every one complains of it sagging immediately. I need a mattress that will last longer than that. I had some men turn this one for me, hoping I could make do, and it sagged again in 2 weeks. I weigh 120 lbs. Please help me BBB! The horrible sagging on this new mattress is causing severe pain.
  I have kept a log, and have called over 2 dozen times, and emailed over 1 dozen times. Enough is enough!

  

  Business Response

  Date: 09/26/2022

  In stock means in stock at the retailer. Replacements must be ordered from the manufacturer. The replacements are normally delivered in 2-3 weeks. We are not sure how the customer thought it would take 8 weeks. If she would like to choose a different Sealy model, she can certainly do so but she would be required to pay the upgrade fee if she requested a more expensive model.
  We are sorry that she is unhappy with the terms of the warranty which are applicable to every warranty claim and clearly printed on the warranty.

  Customer Answer

  Date: 09/28/2022

  
  
  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 do not know how to proceed though, or who to contact, or what number to call.  I have sent the emails showing that Sealy states it will take 8 weeks to deliver, and I will have to pay $140 delivery, and $65 disposal.  This is unacceptable. I do not have a clear picture of what I am supposed to pick out.  It's all very unclear, because every time I call or email, I get a different response.  When I picked out mattresses, I emailed them to Sealy, and got no response at all.  Please provide me with a direct person, with a direct line to work with, please drop the shipping cost.  This sagging mattress is causing severe health issues to me, and I will soon have to seek medical care.  I'd like to go to the Mattress Firm Outlet and choose a mattress and stop this runaround. Thank you. 
  
  
  
  Sincerely,
  
  
  
  ****** ***