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:09/02/2022

  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.

  My husband and I went into Tempur-Pedic a few weeks ago to purchase a bed. It was clear the sales lady was new as she was getting lots of help from another lady that worked there. We were never told anything about not being able to return the base and the mattress. It wasn’t til after we bought it and then give. The folder that we read inside it we couldn’t return the base. We called to start our return to be told by the review team a week later they can’t take back the bases. It’s really upsetting that a company can operate without disclosing something of that nature. Taking our hard earned money and not giving us the refund for all of it. We aren’t happy with the bed, we do not want the bases, we want it all gone and taken out of our home. I would never recommend this company to anyone now and it feels very wrong to be cheated like this. Had we known up front all the details on returns then we wouldn’t have bought the bases and would have waited to make sure we liked the mattresses. We are very upset with how this is being handled.

  

  Business Response

  Date: 09/02/2022

  We're sorry to hear about the customer's frustration. On the paperwork that the customers sign in our Flagship stores, our warranty and return policies are described in detail. If the customer needs a copy of what they signed, they can ask a representative in the store and we'll be happy to provide it.

• Initial Complaint

  Date:09/02/2022

  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 from the **** **** flagship store on May 30th. It was delivered on June 30th. I did not like the mattress and decided to avail myself of the 90-day return policy (which Tempur-Pedic heavily advertises).
  
  On August 19th, I emailed the salesman and asked to return the mattress. It has been two weeks and they still have not contacted me about picking up the mattress.
  
  I sent follow-up emails on 8/22, 8/26, 8/30, and 8/31. The salesman doesn't know why there is a delay. I emailed the shipping company on 8/26 and 9/1, and they said no pickup ticket had been created.
  
  I want the mattress picked up ASAP and the refund issued within one week thereafter. The refund will be $5,570.66 ($5,099 + $471.66 tax).

  

  Business Response

  Date: 09/02/2022

  We are incredibly sorry for the lack of communication.

   

  Here is a portion of a memo in our system:

  "A return request was received on 8/23 and processed on 8/29.
   
  Order # XXXXXXX
   
  The request was asking for a ********** Firm Queen mattress to be picked up and returned for refund.
   
  This return has an amount of $5099 plus sales tax that will be credited back to the original payment method 7-10 business days after the date of pick up. 
   
  Your request is being processed and a pickup notification created.
   
  Our carriers will typically contact our customers to schedule pickup within 7-10 business days.

   

  Again, our apologies for the lack of communication.

• Initial Complaint

  Date:09/02/2022

  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 12/12/17, I spent $4,876.92 on a new Tempur-Pedic mattress. I was told that it came with a 10 year warranty. Four years later, I can no longer sleep on my $5,000 mattress. It provides no support and I wake up in extreme pain every day. At this point, I have spent $1,000s on chiropractic care to combat this constant hip and back pain. I’m 28 and work out 5x per week. I shouldn’t be in this much pain. Unfortunately, when I submitted the warranty claim to the company, it was denied because the foam is not sagging enough. Should I continue to sleep on it and allow it to cause even more health issues? With the way it’s deteriorating, it will eventually meet their 3/4in standard. After the denial, a rep offered me employee pricing to replace my mattress. That sounds great until you realize that for a king size mattress, that is still $1,500–2,500. I responded with questions and asked if a partial refund was an option. I sent 4 emails and never got a response. I called but was told that the customer service dept does not talk to the customers. I was connected to the escalations department. ***** looked at the pictures I submitted and said it was very close to meeting the standards. He offered to advocate for me and see if he could get the decision changed. He was unable to get me a refund of any kind. This prestigious company falsely made me believe that I had nothing to worry about for 10 years if I bought the mattress. Now I’m left with a defective mattress and a company that does not stand by their product. There is something wrong with this mattress. Foam bounces back, so it’s hard to fully display the issue. As soon as you lay on the mattress, you fall into a hole, and it’s more than just foam softening with time. Why would I invest 1000s more into a company that doesn’t stand by their warranty or finds technicalities to not honor it? It be great if they honored the warranty, but I prefer a partial refund since Tempur-Pedic has proven to not be trustworthy. ******

  

  Business Response

  Date: 09/02/2022

  The customer's warranty claim was denied because her mattress does not meet the requirements documented here: h****************************************************************************

  That being said, we did offer the customer a 75% discount off a new mattress (Employee pricing). The customer asked if we would consider a partial or complete refund on her mattress which, we don't do.

• Initial Complaint

  Date:09/01/2022

  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.

  -Original transaction December 4, 2021 (Adapt, EBase)
  -Exchange: Approx. January 3, 2022. (Pro Adapt, Reg base)
  -Transaction Amount: 4,214.49
  I am having back issues ever since I purchased the Pro Adapt mattress and Tempur Pedic (TP) will not refund it or work with me on an exchange. I visited a doctor on Aug 17th and I have an MRI scheduled soon. I had originally purchased a queen TP mattress for myself back in 2008, which has been the most comfortable an supportive bed I have ever owned, and my wife and I decided to upgrade to a King. We originally purchased the King Adapt mattress and EBase. The mattress was not comfortable or supportive, so we took advantage of the 90 day trial period and tried to upgrade to a Pro Adapt mattress for $800, which we needed to offset the cost by going to a Regular base (EBase is $1,149). The issue was that we were told that we could not exchange or return the base. After arguing with customer service, I was granted a 'final sale' exchange for the base and mattress as my only option when the base was considered in the transaction. Due to the price of this base and it being designed for TP (or other memory foam mattresses), I felt I had no other choice but to go through with this transaction to get a better bed. This issues I have is that TP does not advertise this exclusion for bases in the same explicit and transparent fashion as they do for the 90 day trial period for their mattress. There is advertising all over their website and even my sales receipt about the trial period, but I see nothing about the exclusion. As the standard practice is to able to return both a mattress and base/box spring in the bedding industry, a reasonable person would expect a difference in the base return policy to be as prominent as the policy for mattress returns, which it is not. In regards to the policy on the mattress exchange, a mattress only exchange was never discussed but the policy I was shown on this from TP never mentions a 1 exch, limit

  

  Business Response

  Date: 09/01/2022

  We know the customer is frustrated. He has exchanged written communication with many employees regarding this matter. The best way we knew how to explain things to him was: 
  "I apologize for any confusion, however, many emails and messages have been provided to you outlining that the 90-night trial period provides for one exchange or one refund only, one or the other.  You have exercised your choice for an upgraded mattress which is a FINAL decision on your part. On January 1, you received the following message as part of an email, 'This is a final sale, does not come with an additional trial period and will not be able to be further exchanged or returned for a refund.' "

  Our return policy is on our website here: https://www.tempurpedic.com/customer-service/return-policy/

  Customer Answer

  Date: 09/02/2022

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

  This response has been provided by the business before and still does not address the issues I have brought up again and again, just a link to their return policy.  The return policy says nothing about a "one time return" for the mattress.  The company has even gone against their own policy in allowing an exchange of the base. It is extremely misleading and against industry practice to sell a base that is specific to your mattress (especially at such a high price point) that does not follow the same return policy as your mattress.  Based on these facts and seeing your mattress trial period stated prominently on your website, a reasonable person would assume the base policy follows suit.

  It was our full intent to keep the King Adapt Soft Mattress, but I am not able to sleep on this mattress as it is giving me lower back issues' ironically, these are the same bask issues that were resolved when we purchased a Tempur Pedic queen mattress circa 2009.  Myself and/or my wife have both experienced back issues with the first King mattress (King Adapt Medium) and even your King Pro Adapt medium mattress, which was at a beach rental we stayed at this past July.  The decision to invest in this product was based on our prior positive experience, especially in regards to my back issues, our prior Tempur Pedic helped with. I don't see this as an issue with "fit" but reduction in quality vs. our last mattress.  There is not surprise the mattress design has changed over time, but we even notice how much heavier our old mattress is vs. the new one, which a sign of how much less material the company is putting in their new product. For a premium mattress at a premium price that prides themselves on quality and customer service, we would expect tempur pedic, in the spirit of their return policy, to work with us to make things right.  

   

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

  

  Business Response

  Date: 09/27/2022

  We understand the customer is frustrated. Our website does explain that a customer can do an exchange under the original 90 night guarantee. This is a one-time opportunity. If the customer feels as though there is a structural issue with the mattress, they are more than welcome to go onto our website and file a warranty claim if they bought it from us directly. If they bought the mattress from a Retail Partner, then the customer will have to go through the Retail Partner.

  Customer Answer

  Date: 10/05/2022

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

  For reasons stated previously.  There was no discussion on returning just the mattress due to the high cost of the frame.  I was told that they did not return frames, but that they would make an exception but my only choice was the exchange would be a final sale as such.  There was no option provided to me by Tempur Pedic customer service to return the base and mattress for a refund.  We did not have the discussion of my options on returning just the mattress - the bed frame was too expensive for me to keep it and return the mattress for a refund as if I went outside of tempur-pedic I would need to purchase a memory foam mattress to use the functionality of the 1,000+ Ebase. The issue is you advertise your 90 day trial all over your website, advertising and even my sales receipt yet unless you drill down in to the fine print of the exchange policy there is nothing mentioned about the bed not being returnable. It is usual and customary for the base to be exchanged with the bed during trial periods, so not making that distinction is very deceptive.  Had I known this I would not have made the purchase in the first place. Unfortunately the new mattress is not working and is causing my wife and myself backpain and I have not been able to sleep in it for months. I am more than happy to put in a warranty claim, but would want to have a refund for the bed and current bases.  Not sure if there is anything "wrong" with the bed to meet the warranty claim paramaters or not and I would prefer to have a refund as we will have to try and sell this bed for cents on the dollar to fund the purchase of a new bed and any future owners might take exception to any warranty claims 

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

• Initial Complaint

  Date:08/31/2022

  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 queen size tempurpedic ergo extend base for $2700 in January of this year. I purchased from a local bed store called Mancini’s in Berkeley CA. The first base was defective and replaced by Mancini’s. The second base died a couple of weeks after getting it. I put in a warranty claim for a new ac adapter. Received new adapter, bed works again for a few weeks or less. AC adapter fails again. Was provided with a new one again from warranty. 3rd time the adapter died I was told the control panel needed to be replaced along with the ac adapter. I was told by a tempurpedic warranty specialist that if it failed after this fix to request a base exchange. 3 weeks or less goes by and it fails again. I initiated a base exchange which took 41 days and multiple calls to the warranty department before it happened. Since getting the new base the adapter has gone out two times and replaced by their warranty with no explanation of why this keeps happening or how to fix it. I was told by one tempurpedic rep to directly plug unit into wall. Failed. I was told by another to use a surge protector($20) Failed. I was told by a third to get an Uninterruptible Power Supply($80) failed. With no solution or resolution to the inexplicable ac adapter failures I requested a refund of the base to which I was told I would not be refunded.

  

  Business Response

  Date: 09/01/2022

  The customer is requesting a refund on the base for their mattress and a free replacement. . They have had mechanical issues with the original base and it's replacement. We've advised the customer that while their warranty is valid, we do not accept returns on our bases, nor do we issue refunds, per our policy here: https://www.tempurpedic.com/customer-service/return-policy/

  We reached out to the customer yesterday and left a voicemail message. The customer has since replied and we will attempt to connect again today.

  Customer Answer

  Date: 09/01/2022

  
  
  Complaint: 17805862
  
  
  
  I am rejecting this response because:
  
  
  As of this writing 6:20pm PST, 9:20pm EST I have not received a phone call or e-mail from Tempurpedic as they said in response to you they would “attempt to connect again today.”

  They have failed to provide me with information about why their AC adapters continue to die and have been replaced multiple times by their warranty. I have had zero continuity of use of this product since I purchased it almost nine months ago. The longest period of zero use so far has been 41 days during the “base exchange” process. I received no information as to what could have been wrong with the base they replaced. They have no explanation as to why these AC adapters that power the base continue to fail one after another. Minimum wait time is about a week to get a new adapter to power the base. 
  
  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 09/20/2022

  We have advised the customer that while the base is under warranty, it is not exchangeable or refundable. From what we can see, the customer has never had a technician inspect her base.

  Customer Answer

  Date: 09/23/2022

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

  "MESSAGE FROM BUSINESS:
  
  We have advised the customer that while the base is under warranty, it is not exchangeable or refundable. From what we can see, the customer has never had a technician inspect her base."

  Firstly I am a male and my pronouns are he/him. The business states that this product is "not exchangeable or refundable" yet they have exchanged it. I have attached proof of this exchange. The base that was exchanged which is the current base I have is experiencing the exact same problems the base it was exchanged for was experiencing. The ac adapters randomly go out. One after another. The first base which was exchanged by Tempurpedic through the warranty department was seen by a technician two times. Once to replace the ac adapter, secondly to replace the control box unit on the base. Both service visits did not correct the problem. Exchanging the base for a new one as Tempurpedic has done already did not correct the problem.
  
  
  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 09/27/2022

  The exchange was under warranty. The customer has been advised that we will need another attempt at repair and we will go by the suggestions of the technician as to whether a warranty exchange is needed.

• Initial Complaint

  Date:08/30/2022

  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.

  My order for a Sealy mattress and base was placed on 4/25 and I was told to expect a call for payment in 7-10 business days, with delivery in 4-6 weeks. Payment was requested via email on 6/1 and made on 6/1. At that time I was told my order would go to the delivery agent on 7/13. This became 7/23, and the base was delivered on 7/25 without the mattress.
  In response to my emailed requests concerning the mattress, I have been given new dates of 8/8, 8/9 and 8/15, usually only after the last date has passed. 8/15 was not met. I was told on 8/22 that the mattress had been delivered to the delivery agent. I have not received the mattress and, as of now, 8/29 PM, I have not had a subsequent factual update.
  I would like to receive my mattress, as it is more than FOUR MONTHS since my order was placed, and more than FOUR WEEKS since the base was delivered.

  

  Business Response

  Date: 09/27/2022

  We have apologized to Mr. ******** for the delay in delivery of his mattress.  We tried to keep him informed of the unavoidable reasons for the delay. Unfortunately, TempurSealy ran into supply chain issues as did most production companies at that time. Mr. ********'s mattress was produced as quickly as possible.  However, there seems to be confusion on the dates. The dates provided as predicted delivery dates were actually for delivery to the delivery company hub, not the customer. The messages he received clearly stated the delivery would be to the delivery company who would then reach out to him to schedule delivery.

   

  Customer Answer

  Date: 09/28/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The business response is a clear attempt at obfuscating their inability to meet their own promises. While my original complaint clearly stated that their dates were for delivery to the delivery agent, the purported supply issues do not explain why Sealy failed to call within their stated time-frame of 7-10 business days for payment (which did not occur until I contacted them after six weeks), nor how the base was delivered without the mattress, neither that I only received the mattress on September 16, almost five months post-order, following a promise of 4-6 weeks. Very few, if any, updates from the company were spontaneous, as I had to constantly request status updates, which only came across as excuses. Not even COVID can explain their delays.
  

  Since the mattress has been delivered, this complaint may be closed. I will place future orders elsewhere.
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:08/29/2022

  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.

  March 2022 filed a warranty claim for a sealy mattress
  My warranty claim was approved on May 5 2022
  I was told 3 to 6 weeks via phone is the typical time frame but sealy also stated because my health issues having bladder cancer. COPD and Rhomboid arthritis in addition to my wife passing away they would expedite the mattress and to expect in 3 weeks.
  They also requested a video of the mattress damage an me trying to get in and out of the bed. Which I did email them it and via phone sealy stated that I looked very ill and seen I was severely out of breath and seen the gaping hole in the mattress ( I can email you the video if requested)
  Never received the mattress. I called 2 times per week to sealy. The statement was managers aren’t available and managers will call with in 24 hours.
  Never at any time after calling 2 times per week have I heard any response from a manager.
  In June 2022 sealy stated via phone I would receive delivery of my new Matt with in 48 hours. I had family members take out my damaged mattress and put on curb for garbage disposal.
  I never received my new mattress and since June July and now August almost September already I have been sleeping on the couch I have which is a love seat.
  My arthritis is extremely bad and back. I have severe anxiety due to all this nonsense and incompetence. I call still to sealy twice per week. Told them my situation
  I have to urinate several times per night due to medication and my bladder cancer.
  It is extremely hard getting up.
  The bathroom is a lot further from the living room.
  I have a bathroom in my bedroom which is more convenient
  My whole life has been inconvenienced due to the incompetence of sealy
  I offer3d to have my daughter to pick up mattress at the plant and rent a truck . Sealy stated that’s not allowed. I asked for phone number for the plant they stated not allowed to give me. I offered to purchase a mattress and they reimburse me. Sealy stated not allowed.
  Please help me

  

  Business Response

  Date: 08/30/2022

  We are extremely sorry to hear of our customer's health and family issues. I have read all eight emails where we have asked him for photos of specific things regarding his mattress claim. All of the email communication was on April 25, 2022. There seems to be a great misunderstanding of what we were asking for or the customer chose not to provide the information. I did read where the customer had his daughter remove the mattress to the trash? Without the required information that has not been provided, there is no way to substantiate an approved warranty claim. We're sorry that we are not able to assist the customer.

  Customer Answer

  Date: 09/01/2022

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

  Your response is nonsense.  I went through the warranty process and got approval.  As you can  see by the image attached to the original complaint.

  I went through the warranty process and got approval.  The mattress in not in the trash.  I still have it. Customer service told me to go to an approved store and pick out the mattress then call them back with the specific one and they will send it.  I did this and received an email stating they will send the mattress in a few  weeks.  I can supply this email.  A few week went by and I heard nothing.  I called repeatedly and they said the mattress is coming.   It has not and I feel like I am getting the run around.   If this continues I will be bringing this issue to court.

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

  

  Business Response

  Date: 09/02/2022

  Please advise the customer that since he mentioned seeking legal counsel, we can no longer help him. He is to have his lawyer contact our legal team. Thank you.

• Initial Complaint

  Date:08/29/2022

  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.

  I will not base my health over a mop stick and a quarter is what I was lead to believe. My wife and I have really bad back pains . This mattress is sagging and our posture is compromised. I paid $3,000 for this and I was told it has a 10 years warranty. It is clearly sagging and it’s now become garbage. We sleep on a 600 couch because it’s firmly adequate and our backs aid is much better . It is in immaculate condition, no stains no physical damage. The foam is just collapsed and worse when we lay on it. We are requesting a firm exchange. That’s all .

  

  Business Response

  Date: 08/30/2022

  We explained in detail what we need in order to consider a warranty claim. The customer outright refused to follow procedure. If procedures aren't followed, we cannot even attempt to help the customer. We sent the customer this email:

  "Hello ***, 
  
  Thank for following up. While the warranty department is unable to make phone calls, we are happy to discuss via email. 
  
  I have reviewed your previously submitted photos with my supervisor and have been advised the additional photos requested are required for this claim. 
  
  The additional photos we will need are as follows:
  A clear view of the affected area 
  If the issue is cosmetic like a tear or crack, you can provide a photo of the area as is
  For dipping/sagging, please provide a photo with a broom/yardstick and quarter/ruler as measurement. This image should show the entire impacted area along with both ends of the broom/yardstick. Place the broomstick/yardstick across the area and lean a quarter/ruler against the side of the broomstick in the deepest part of the dip to help show the visible indentation or dip.
  A clear image of your base, foundation, or frame that is supporting the mattress.
  A clear image of your entire mattress law tag. The mattress law tag is usually located on the mattress by the head or foot of the mattress on the underside.
  Once provided with these photos, we will be able to further review your claim. You may provide these requested photos by replying directly to this email."

  This is what the customer replied to us last Friday via email: "To whom it may concern, I’ve already filed the case would the BBB. I will not compare my health over a mop stick and a quarter I’m telling you that the mattress is not happening I ordered a firm and it’s now spongy I paid $3000 for that mattress and I expect it to be replaced it’s in perfect condition there’s no stains no cracks no nudges no anything."

• Initial Complaint

  Date:08/26/2022

  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.

  Hi, I purchased a dual adjustable TEMPUR-Cloud Supreme Breeze on 5/30/2017 for $12,503.76.
  
  The two LCD remotes no longer work even after changing batteries. The LCD screen shows nothing on either remote.
  
  I cannot adjust either side of the bed and need a replacement ASAP, as I cannot sleep flat for health reasons.
  
  The info is:
  TEMPUR-ERGO SYSTEM
  Remote Control Model: *****************
  S/N: **************** Rev: 5
  LOGICDATE
  Flex system
  Model: **************
  FCC ID: *********
  
  Please expedite this warranty claim and contact me upon receipt of this request and replacement of the two remotes.
  
  Thank you in advance and I look forward to hear back from you ASAP.

  

  Business Response

  Date: 08/29/2022

  We invite the customer to call us at ************ and listen for the voice prompt for technical support.

  Customer Answer

  Date: 08/30/2022

  
  
  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:08/26/2022

  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've emailed & called with no response. Email sent to [email protected]
  And left voicemails @1-877-533-8153
  On 7/6/22@2:34pm & on 8/12/22 @12:19pm had to leave a voicemail as well these contact info is on their customer sheet.
  
  
  
  
  Greetings
  
  My name is ******* ******, I purchased a twin size mattress thru Ashley Furniture on 8/19/2020 delivered on 9/8/2020. Item#******** & ******** (mattress # I beleive)
  I was given this contact information to forward my request to open a replacement claim for my mattress due to defect that's covered by Sealy 10 yr. Warranty.
  Issue at hand is the mattress has formed a dip/collapse in the middle of the length of mattress, it seems to have a breakdown of whatever material deep inside, but I'm no expert so couldn't really accurately describe the failure/defect.
  
  I am able to forward docs pics, receipts etc. As required for your review & to open a claim.
  I'm 60 yrs old disabled and it's been increasingly uncomfortable to sleep on.
  
  Please advise what are the next steps in order to replace my mattress.
  Thank you in advance for your assistance, my contact info is:
  ******* ******
  *** *********** ** **** *** ********* ** ***** **** *************  PLEASE LEAVE A MESSAGE AND RETURN CALL NUMBER IF YOUR GOING TO CALL ME
  
  Sent from Yahoo Mail on Android

  

  Business Response

  Date: 08/29/2022

  We show no record of the customer attempting to contact us. Please advise the customer that her warranty claim is with the Ashley store that sold her the mattress. It is the responsibility of our retail partners to not only provide an amazing sales experience of our products, but it is their responsibility to service the mattress warranty as well.

  Customer Answer

  Date: 08/29/2022

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

  I have contacted Ashley Furniture and they are the ones who said I the 'customer' had to go thru Tempursealy directly, for the '10 year limited mattress warranty' that applies to the problem with my mattress.

  Which I originally attached the Tempursealy warranty information brochure that Ashley Furniture gave me.

  Ashley furniture as well as Tempursealy Co.  Have been in buisiness for a long time, I find it hard to beleive Ashley Furniture would not know the warranty process as you state. 

  So as the customer you are directing me to Again, contact Ashley furniture and go thru the process I already went thru with no resolution? 

  It makes no sense for a customer to go thru a repetitive action with no resolution.

  Can you please escalate this from your level to next level of management/customer resolution.

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

  

  Business Response

  Date: 08/30/2022

  We certainly apologize. Upon further review, Tempur IS responsible for covering the warranty on mattresses sold by Ashley. Please have the customer go here to start their warranty claim: *****************************************************************************

   

  Thank you.