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. has 11 locations, listed below.

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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:09/25/2022

  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.

  9-13-2022 I paid $45 for a new power supply that wasn't even in stock but he didn't tell me that until after 15-25 minutes of "building a profile" and spelling, respelling my email address. Come to find out I called again nothing was actually wrong with my power supply and I never received an email confirmation with the receipt because he still misspelled my email address! So I asked for a refund immediately she corrected my email address supposedly but I never got the refund confirmation either. I sent a email some guy named ***** said it would take 7-10 business days to get a refund then changed his story said he couldn't help if my bank wouldn't "release the funds". My bank confirmed for me there was absolutely nothing pending from Tempur Pedic but did see they did take out the $45 immediately. If you can take it out immediately when the part was not in stock, had no idea when it would be in stock again, what is the hold up of getting my $45 back in my account especially since I've called twice now and the last girl I spoke to she said "Tempur Pedic definitely would not scam someone out of $45". I've never in my life had this much trouble with getting a refund then want to blame my bank for holding the money? I've dealt with a lot of companies with getting refunds and your the only company that don't seem to want to cooperate and give me my $45 back which I didn't deserve to have taken out to begin with since your tech support had no idea what they were talking about and had no idea when the part would be in since it was such an older bed. Please resolve this immediately and put the $45 back into my account. You look like scammers/frauds!

  

  Business Response

  Date: 09/26/2022

  The customer was advised that refunds "normally" take between 7-10 business days (weekends do not count). We are responding to this complaint on Monday, September 26th which is the tenth business day. The end of the business day today is at 5pm in the customer's time zone.

  Customer Answer

  Date: 10/01/2022

  
  
  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:09/21/2022

  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.

  1. On 9/2/22, I ordered a mattress and base online from Tempur-pedic ($4,661.81).
  2. Upon notification items were ready for delivery, I setup delivery with the third party service Fidelitone for 9/15/22.
  3. On 9/14, Fidelitone rep advised the items had not been received and therefore delivery would not occur. No date when items would be available was provided.
  4. On 9/16, I contacted Tempur-pedic. They claimed the items were delivered to the third party company Fidelitone. Fidelitone insisted they had not. Any cancellation of the order would not have funds credited until items were back in the warehouse. Given neither party seemed to agree on where my shipment was it seemed unlikely I would ever get my money back so Tempur-pedic rep claimed to have filed request for looking into location of shipment.
  5. On 9/17, I contacted Tempur-pedic for an update. I was told item was delivered to Parnell for final delivery and was given a number. I called. The number no longer was in service. The caller ID associated the number with Fidelitone.
  6. On 9/18/I contacted Fidelitone and was told I already had been advised they did not have the items and couldn’t help. I contacted Tempur-pedic to request assistance in getting my items delivered and if necessary to ship anew since the original shipment appeared lost. Tempur-pedic still insisting the items had been delivered to Fidelitone and Fidelitone insisting they had not. I was to,d I would get an email with new information. Nothing has arrived.
  7. I have now noticed that this is a common issue with Termpur-pedic.
  
  Order #: ************. Shipping ID: ********

  

  Business Response

  Date: 10/03/2022

  We truly apologize to the customer for her frustration. We quote 2-3 business weeks from date of order to date of delivery. This time, it took 4 weeks. It was simply late. No excuses. The mattress and foundation were delivered on September 29. Again, we do apologize for the frustration.

  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:09/21/2022

  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.

  Ticket # ****** / Order# ********
  
  I ordered a mattress and adjustable base online the beginning of August through Tempur Pedics website. I received an email from Tempur Pedic that my order shipped on August 23rd. The order was being shipped to their delivery agent (who is located in my area) and they are supposed to call me when they receive my items to schedule an agreed upon time to come out and set up my bed. I received an email from their agent on Aug. 30th saying they received my order and that they would be in contact within 24 hours to schedule the "white glove delivery" appointment. They also listed their phone number in case I needed to call them.
  
  I waited a few days and didn't hear from anyone so I called the number provided. I've left several messages with them and called several times trying to get a hold of someone. I've learned that no one answers the phone, so I left them messages asking for someone to please return my call so we can get a delivery appointment scheduled. The delivery agent still has not contacted me back. After a week of leaving phone calls and messages - I reached out to Tempur Pedic on Sept. 8th to let them know that I haven't heard from their delivery agent (other than the initial email on Aug. 30th saying they received my order and would be in contact in 24 hours). The customer service person at Tempur Pedic responded and was very friendly, they apologized for the delay and told me the delivery agent would be in contact with me soon. That was Sept. 13th and today is Sept. 20th. I haven't heard from anyone and I don't have a bed. I got rid of my last bed on Aug. 30th because I thought I would be getting a new bed soon. I have no appointment for my delivery, the delivery agent is not answering my calls or returning my messages. I paid over $5500 for my bed and base - and don't know when (or if ) I will be receiving it. I plan to contact Tempur Pedic again to see what's going on. Very frustrating.

  

  Business Response

  Date: 09/21/2022

  At this time, we're working with our delivery agent to get this delivered. We should have it delivered soon.

• Initial Complaint

  Date:09/19/2022

  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.

  On 06/ 13/2022 my husband decided to go lay on his belly on for side of the bed as he did at times and noticed a sagging he got up to check and felt a very deep indentation, he then brought it to my attention.. we barely have a little over 3 years with this mattress was told that it would not do exactly what is doing.. we don't have children and no one to jump on bed, we use to sleep and relax, we were told to turn counter clockwise around ever 6 months, and we've been trying to do so to keep the mattress in good condition.. so sad that it's doing this, I've never had a mattress do this ever. And I've had mattresses that didn't cost so much last much longer.. we are still paying on our purchase.. please help..
  On June 2022, we submitted a claim to tempurpedic mattress and we received an unfair response, this mattress cost way too much to just let it go, we are still paying for it. We were told and promised a 10 year warranty and called Ashley's furniture and was told to submit a claim to tempur.
  Their response
  The reason for the denial is there are a number of visible stains that indicate liquids have been spilled on the bed. Liquids cause damage to the Tempur material that is not a manufacturing defect.
  
  I sincerely apologize that we are unable to approve your claim, however at this time there is nothing more that we can do related to this Warranty claim. Your warranty claim has proceeded through all appropriate levels of review, and no further review is available to you.
  After we resent all info as they requested and more pictures.. they didn't even offer to send out some to evaluate the defected item..

  

  Business Response

  Date: 09/20/2022

  The customer did follow procedure and filed their warranty claim properly. In response to the photos that the customer sent in, one of our supervisors wrote this to the customer: 
  "The reason for the denial is there are a number of visible stains that indicate liquids have been spilled on the bed. Liquids cause damage to the Tempur material that is not a manufacturing defect.".

  Staining automatically voids the warranty because of the damage to the materials the mattresses are made of.

• Initial Complaint

  Date:09/19/2022

  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.

  This is the fourth Sealy Mattress that I have had, and the same issue happened again. Where my head lays there is a manufactures defect it's sunk in. A deep indent that makes it impossible to sleep. When you pay good money for a mattress there is no reason why you should have to replace it several times. We have always had Sealy mattresses, and this just should not happen. I think they should replace it with a better mattress knowing so this doesn't happen again. I know they won't unless you pay extra so I will have to get the same. They need to ship out a new one and waive the delivery fee. Paid the fee to many times not again.

  

  Business Response

  Date: 09/19/2022

  The customer purchased his mattress from one of our Retail Partners. Our Retail Partners are responsible for managing the warranty process as the customer purchased from them. We understand the customer's frustration, however they will have to go back to where they purchased the mattress.

  Customer Answer

  Date: 09/20/2022

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

   

  They are responsible for a mattress defect. Three years ago maybe too they replaced the mattresses. Everytime I had an issue they replaced it. I had to measure the indent send them to this company and they took care of it. Never got it from a company look at your records.

  

  Business Response

  Date: 09/27/2022

  As we stated in the customer's original complaint, "The customer purchased his mattress from one of our Retail Partners. Our Retail Partners are responsible for managing the warranty process as the customer purchased from them. We understand the customer's frustration, however they will have to go back to where they purchased the mattress."

  Customer Answer

  Date: 09/29/2022

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

  This Business can't be that unaware of customers that have issues and go through them. I told them to look it up. I had an issue with the same thing in 2021 and I got a new mattress from them not the retailer. This is the info I mean do I really have to do their job for them. ****************************. like I said last time LOOK IT UP!!!!

• Initial Complaint

  Date:09/19/2022

  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.

  I purchased a bed with the original delivery date of 3/30/13 for $1999.00 plus taxes. The company has a 10 year warrantee on the entire bed, mattress and box springs. I have requested they honor their warrantee and provide me a new bed at no cost, as the bed is defective. It has collapsed and the company does not believe the indention qualifies for a replacement. The bed I purchased was the CLUXE2 which was the top of the line at that time. I have been offered to purchase a replacement at full retail less a 75% discount. In order to purchase the current top of the line bed, Tempur-breeze, for $5449.00 less $4086.75 the cost would be $1362.25 plus taxes and any other fees that are added. This is unacceptable.
  I have been asked for numerous pictures and documentation to only be advised, " unfortunately your claim cannot be approved at this time."
  The case filing is 435985.
  I am happy to supply your office a copy of the ongoing email with Tempur-Pedic.

  

  Business Response

  Date: 09/22/2022

  Our warranty only covers permanent indentations of the mattress that measure 3/4" or greater, with no applied pressure or weight. 
  

  The customer's claim did not fall within these requirements. The customer provided additional measurement photos, however there was evident downward pressure being applied with the ruler.
  
  The customer declined the courtesy offer we extended as a resolution. 

  Customer Answer

  Date: 10/03/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: There was no pressure added for the pictures provided. The indention is 3/4". Please note the company has offered that I buy a replacement bed at full retail less a 75% discount. That is not acceptable.

  I attempted to add the latest pictures sent to the company, I hope they attached. There have been many pictures requested during this process and I have sent them as requested.

  Please review the pictures attached, that have also been sent to the company.

  My most recent email sent on September 17, 2022 to the company I advised that I had escalated this to you and that they escalate within the company. I received no reply, also unacceptable.

   

  
  Sincerely,
  
  
  
  **** ****

  

  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.

  In the photo submitted by the customer with the quarter the impression appears to be less than 3/4". Additionally, the warranty department has reevaluated the photo with the ruler, multiple times, and there appears to be downward pressure applied. 
  
  We have offered the customer a resolution with a considerable discount for a replacement. The customer has rejected this offer and, unfortunately, there is nothing more we can do in regards to this claim. The customer is welcome to file another claim in the future if their concerns worsen overtime. 

• Initial Complaint

  Date:09/19/2022

  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.

  We just bought tempur-pedic mattress and had properly installed with the base. For the past 3 months we started noticing a dip on my both my and mine wife side. We filed for the claim and they refused it because of stains. We mentioned it was during delivery and the mattress had gotten dirty from the gloves of the delivery guys and it was not stained. We use it very gently and had mattress protection. I even requested to send someone so they can inspect but they didn't want to do that. It was a clear excuse to deny the claim and replace the mattress. We are fully under warranty. I have a request from the BBB management to look into this issue and help us to resolve to replace the mattress.

  

  Business Response

  Date: 09/19/2022

  The customer filed a warranty claim on his mattress for one issue, yet the photographs he submitted showed staining on the mattress. Stains on the mattress automatically void our mattress warranty. We understand his frustration.

  

  Business Response

  Date: 09/27/2022

  As we advised the customer, the warranty claim was denied due to staining. Stains can seep into the interior of the mattress which can cause the materials to break down, hence, voiding the warranty.

  Customer Answer

  Date: 09/29/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I clearly mentioned in my emails this is not a stain but dirty glove marks from when they delivered the mattress. You can see that when you zoom in the pictures. I also gave them the option to send someone to come see and inspect.  I spend a lot of money because of the tempur pedic is a well known company. It clearly looks like they don’t want to resolve the issues and they don’t want to replace the mattress. This is a false advertisement when the mattress has a 10 year warranty. This mattress was used very gently and with the proper base. And we meet all the requirements for the warranty. 

   

• Initial Complaint

  Date:09/19/2022

  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.

  I purchased 2 full sized Sealy mattresses from Norco store on 3/25/18. Both mattresses appear to be sinking in so I opened a warranty claim (Order *********). The independent inspection company, Precise Mattress, came out and inspected both mattresses.
  
  Alex, from Precise Mattresses, informed me that 1 of the mattresses falls within the defective parameters and warrants a replacement, whereas the other was borderline, and could go either way depending on the manufacturer (measurement was within .25in of set guidelines).
  
  When I followed up with customer service 9/20 (*******), I was informed the same information, but she would submit the order to manufacturer to see if 2nd mattress could be replaced as well since it was so close to the defective guideline.
  
  On the morning of 9/16/22, I received another phone call from customer service, stating my claim had been denied for both mattresses. The reason given was the bed frame was not the correct type.
  
  Both bedroom sets were purchased brand new at the time I got the mattresses. One from ********, and the other from Living Spaces. Both have the manufacture included slats because they are platform bedroom sets. I purchased to bunky boards, FROM SIT N SLEEP, as recommended by mattress salesman, to go on top of slats, and under mattress.
  
  Four years after, now Sit N Sleep is trying to pull this crap about the frame isn't correct. Take that somewhere else. Either fix this issue, by replacing the mattress, or I will seek an attorney.

  

  Business Response

  Date: 09/29/2022

  We certainly do understand the customer's frustration, however, his complaint is not with Sealy. It is with the Retail Partner he purchased from. Our retail partners have sole responsibility of providing sales as well as the management of warranty claims and their decision to deny a warranty claim is an independent one.

  

  Business Response

  Date: 10/06/2022

  Retail partners have sole responsibility for the management, approval, and denial of warranty claims on products sold through their retail avenues. This customer will need to contact the retail partner where they purchased their mattresses from if they wish to dispute the warranty decision. 

  Customer Answer

  Date: 10/07/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They literally said the same thing.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:09/19/2022

  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.

  Purchased mattress April 2021. Upon receipt we immediately noticed that it was too firm for us. After about a month, we called customer care and explained that we wanted to exchange it for something softer but the agent kind of talked us into keeping it and giving it a chance. He had told us that the mattress would soften up over time and suggested that we might want to wait. We were traveling a lot during that time so we weren't home using the mattress as much as would have been ideal. Long story short, we let the 90 day warranty period elapse. Then for a couple more months, we used the bed every night and it was just not getting any better. By December, both my wife and I had considerable back and shoulder problems. We reached out to Tempurpedic with another request to exchange the mattress. On their twitter, I was told that even though we were out of warranty period, we could appeal to the company and have a one time courtesy exchange carried out. I was thrilled that we might be able to do this and was excited to give a different mattress a try. But when I contacted the appropriate department within the company, they told me that there was nothing they could do for me at that point. I was very disappointed. I explained to them that this mattress was physically hurting us. We had spent about $10,000 on our order, between the mattress, pillow and bases, so this was not something that we could just throw out and buy something else. But no amount of appeal from me would get the agent to respond with anything more than, "sorry you feel that way." It was very frustrating and in the end, I told my wife, "Well, it looks like we're going to have to keep this one and make the best of it. Fast forward to today, September 16th. My wife and I now suffer from chronic back and shoulder pain. I'm 47 and she's 43. Not kids, but also not old enough to be suffering this kind of pain. This company knows that it's hurting people with their product but doesn't do anything to help.

  

  Business Response

  Date: 09/20/2022

  We acknowledge the customer's frustration. Our mattresses have a 90 night guarantee. That is the only window where a customer can do an exchange. After that, the window closes. If the customer believes there are structural issues with the mattress, they can start the warranty process here: https://www.tempurpedic.com/customer-service/warranties/

  The customer has asked us to do an exchange after 18 months and that is something we simply cannot do.

  Customer Answer

  Date: 09/23/2022

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

  They are aware of what their beds do to people. They know that there are legitimate complaints, but they just refuse to do anything for their customers.  They said they called me and left a message. Complete lie. I responded to the email and asked them what # they called. They wouldn't say. I tried t return this bed during their initial return period and they convinced me to keep it. I'm sure they do this as part of their strategy to make sure that the customer ends up keeping the bed past their initial return period. They told me that I could have a one time courtesy exchange, but then they wouldn't do it. See attached response from the company from back in December 2021. Although it is not promising a positive resolution, they are telling me that Tempurpedic does approve this courtesy exchanges. If they can do it for other customers, they should be able to do it for me. I've been a customer with them since 2006 and have purchased multiple beds from them. Even on this order, I purchased this mattress for $5,000, which is what I want to exchange, but I gave them another $5,000 of my business by purchasing bases, pillows and accessories that I'm not trying to exchange. The person who responded to this complaint told me that there was still nothing they can do. I then told them that if they are not willing to recognize that their beds cause harm and that they have hurt my family then i would have no choice but to pursue legal remedies. He then responded saying that because I have threatened legal action, they can no longer talk to me and that I would have to contact their legal department. He provided a phone number. First of all, this was another lie, because he had already said there was nothing they could do before I mentioned anything about legal action. He just used that as an excuse to not talk to me anymore. Then the number he provided does not connect me with their legal department. 
  
  
  ******

  

  Business Response

  Date: 09/27/2022

  The customer has threatened us with legal action so therefore we will not be able to help him. He was directed to have his attorney contact our legal team.

• Initial Complaint

  Date:09/19/2022

  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.

  I bought a mattress and bed base on 8/28, I paid $9,500. both mattress and base were on sale for labor day. I received a tracking information and package was delivered to another shipping provider on 8/31 and website didn't update for a week. Called customer service and they asked me to call their shipping provider. I called and scheduled my delivery. Delivery showed up late on 9/13. it was missing a part of the base and the other part was damaged. I refused delivery of the damaged based and accepted delivery of the mattress. Called customer service and after a long conversation and not getting any help I was transferred to escalation department. I spoke with rep and seems she was able to resolve my issue. We contacted the shipper and scheduled the damaged part of base and the other part of the base which located in their warehouse to be delivered on 9/16 to have a bed while waiting on replacement not damaged base. She was supposed to send me a conformation email that evening and never received one. called the following morning to follow up on my replacement order conformation email, nothing was done and no one knew anything about replacement. at this point I decided to go ahead and cancel my order. I got an email few hours later from Bridget. after multiple emails I asked to keep my appointment for 9/16 to deliver the damaged base while waiting for replacement or cancel my order. She decided to cancel my order. she stopped responding to my email on my refund. It says on their website it takes 7 to 10 business days, but from the day I cancelled my order or from the day the mattress gets picked up? when are they suppose to pick up the mattress from my house? I tried to call customer service and escalating people multiple times and they put me on hold and refuse to take my call or answer any questions about my refund. I bought my last tempurpedic from Havertys and had a wonderful experience and I will order a same mattress once I get m refund.

  

  Business Response

  Date: 09/19/2022

  While there were a couple of issues regarding delivery, we were unable to verify that any representative refused to communicate, nor answer any customer's phone calls. There was in fact a refund entered on September 14th. The typical refund process takes between 7-10 business days, not including weekends.

  Customer Answer

  Date: 09/19/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I haven't received my refund yet, and refund needed to purchase a replacement bed. I got a call today from delivery company trying to deliver damaged base once again to the house. Not sure when they going to pickup the mattress from my house. 

  No one can give me an answer. Tried to call escalation number and once again and no one answered, submitted another request from customer service for a call back, had to wait 4 to 6 business days for a call back. I have no choice but to call my CC provider and dispute the charge at this time 

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

  

  Business Response

  Date: 09/27/2022

  We advised the customer that refunds can take from 7-10 business days to reach their account. As of this reply (September 27, 2022), today is the 9yth business day as weekend and holidays don't count. Additionally, we provided the customer with his reference number to give his bank.

  Customer Answer

  Date: 10/03/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. I'm unhappy with amount of time it took the business to refund my money. Unhappy with their customer service, their approach to resolve the issue. Great product but they need to stay away from selling it and let professionals handle it.

  Sincerely,
  

  
  
  
  **** ********