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

  
• 

  Sealy Mattress Company

  1201 Highway 290 West Brenham, TX 77833

• 

  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

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:08/24/2022

  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 placed an order (Order #************) wiith Tempurp-Pedic on August 13 by phone (see the attached document with a total order amount of $7,219.98). Since I was placing my phone order within 3 weeks of Labor Day, I asked the Tempur-Pedic sales agent whether I was receiving the best price and if there would be a price reduction with any upcoming Labor Day sale. The agent told me that if the price was lowered through a Labor Day sale, my price would be adjusted and lowered and I would receive a refund for the difference. Therefore, based on this assurance, I placed my order with the sales agent. Within a few days of my purchase (while the items are not yet delivered), I learned that Tempur-Pedic had a Labor Day sale and the price of the specific mattress I purchased just a few days prior to their Labor Day sale announcement was lowered to $3,849 whereas I was charged $4,049 which is $200 more than your Labor Day sale price. Subsequently, I contacted Tempur-Pedic both via their online ticketing and by phone and opened two tickets (including Ticket ID # ******), requesting that they honor what they had told me at the time of my phone purchase by matching my price purchase price with their Labor Day sale and applying a $200.00 refund to my credit card for my price adjustment. However, to my astonishment they denied my request on Tuesday 8/23/2022 (While their Labor Day sale is ongoing). I called their "customer service" line and talked to a service agent (****) who told me their decision to deny my $200 refund request was final, and then he was extremely argumentive, rude, and obnoxious. When I asked him to talk to a senior manager, he refused and dismissed my concerns. I called again and talked to another customer service agent who was similarly combative and refused to connect me to a senior manager. Tempur-Pedic must do the right thing and give me $200 refund. As a new customer, I have had an extremely unpleasant experience with Tempur-Pedic so far.

  

  Business Response

  Date: 08/24/2022

  We can understand our customer's frustration. This call was just assigned to the Escalations Team to address, however, we are having an employee listen to the customer's phone call regarding what he was told. All of our calls are recorded for instances just like this. Once we know what was said to the customer, a member of our Escalations team will reach out to them.

• Initial Complaint

  Date:08/23/2022

  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 have the Tempur-ERGO Plus powered base. On tempurpedic website it states that their universal headboard bracket works with all ERGO bases. As a result of this wording, I ordered the bracket. After working with support, they determined that I have an older version of their ERGO base, the bracket will not work, and they're not allowing me to return it.
  
  It was only $30 but it's the principle of it that I can't get past. If your headboard bracket only works with certain models, then list those models, to eliminate customer confusion. And don't then make it non-returnable.
  
  I want tempurpedic to refund me the $30 plus the time I've spent dealing with their terrible support. I think $50 is fair.

  

  Business Response

  Date: 08/23/2022

  We understand our customer's frustration, however our website specifically states all of the ERGO bases the brackets are compatible with.

  We are unable to accept a return or issue a refund.

  Customer Answer

  Date: 08/24/2022

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

   

  Please look at my attached photo again, and the word ergo on my bed.

  Then go look at the photo that tempurpedic supplied, and look for the words "all...ergo" I believe you will find that both photos contain the word ergo.

  Please then let tempurpedic know they owe me some money!

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

  

  Business Response

  Date: 08/30/2022

  We understand our customer's frustration, however, our website does specifically mention which bases are compatible with his bracket. We are unable to issue a refund or accept a return.

• Initial Complaint

  Date:08/19/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a new mattress and foundation and upon check out it said that I would have delivery by August 12 when I did not get a phone call with delivery information I contacted Tempur-pedic and was told that August 12 was when it would be received in their hub and I would get a phone call shortly there after within the next 24 hours. I then received an email on August 10 stating that the mattress and foundation was received in the hub on that day on August 12 I still had not received any phone call about delivery I contacted Tempur-pedic on August 15 and was told that I would receive a phone call within 24 to 48 hours and that they were putting in a ticket to set up delivery on August 18 I still have not received any delivery information I contacted Tempur-pedic again and was told that they had just received the product in their warehouse which is the delivery company warehouse and that I would receive a phone call within 24 hours which would be August 19 I have yet to receive a phone call to set up delivery they also told me that they only come to my area on Wednesday so the dates would be the 24th or the 31st I have paid in full for this item and when I contacted Tempur-pedic and told them that their customer service and delivery is horrible and I wanted to have some form of a compensation to correct this issue I received a response and all the response said was we’re sorry and we have notified our department about these issues but they’re not correcting the issue I still do not have my product and I have paid in full over $5000 for this product and they are still holding onto my product. When I ordered this product the only reason why I order directly through Tempur-pedic is because I would be receiving it in a timely manner and within a timeframe of me closing on a home therefore I have been without a good proper mattress because Tempur-pedic does not honor their promises of delivery

  

  Business Response

  Date: 08/22/2022

  We certainly apologize for the delays our customer is experiencing. Based on what she says about infrequent delivery from our delivery, it appears that she doesn't live near our delivery agents. Rest assured, that company is the closest one to our customer.

   

  Customer Answer

  Date: 08/23/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: having been promised delivery by August 12 and here it is August 23 and I still do not have the mattress nor do I have any scheduled delivery that is in process I actually was told by the shipping company that because they go to my areas so infrequently that they wait until they have enough deliveries to make it worth while to go into my area therefore I could be waiting an additional 2 to 3 weeks this is unacceptable I was promised to have it when I made the order on August 12 I do not have it and keep getting the runaround. I do not live far from where the shipping company is I am approximately 50 minutes so less than an hour drive they could be delivering my product that I have paid over $5000 for and have nothing to show for it
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 08/31/2022

  This was emailed to our customer today.

  Hi *****, 
   
  Thank you for your response. I sincerely apologize for the delivery experience that you have had - this is not the level of service we strive to provide customers. 
   
  Will you please confirm your contact information so we can make sure that the delivery team has the right number? 
   
  We look forward to hearing from you. 

  We're waiting to hear back from the client.

  Customer Answer

  Date: 09/21/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I already responded to them with my contact information. I finally received my mattress on September 1, 2022. 
  
  
  
  Sincerely,
  
  
  ***** *******

• Initial Complaint

  Date:08/18/2022

  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 bought a mattress about 2 years ago with a 10 year warranty. The mattress started to sag within a year. They agreed to replace mattress, which they did. I haven't been able to sleep in my bed since they replaced it. The smell is atrocious. I've called them numerous times. The first time was the day after delivery. I was told to give it 24 to 48 hours to air out. It's been weeks and the smell is no better. I'm 75 years old and can't sleep in my bed because of that awful smell. I have called them to complain at least 5 or 6 times in the last few weeks. Please help me!

  

  Business Response

  Date: 08/30/2022

  We're sorry for the frustration the customer experienced. While new mattresses do have an original smell, it's completely normal that the smell goes away within 24-48 hours. What she experienced is not normal. We do see where the customer was refunded for her purchase, so doing an exchange isn't in the picture. Thank you.

  Customer Answer

  Date: 10/19/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Please double check your records.   I* **** ********* *ave not received a refund or any communication from the company
  
  
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 10/21/2022

  Hello, I will be happy to explain the occasional odor that arrives with our mattresses.  However, to please our customer, TempurPedic will pick up her mattress and refund her cost.

  Our products contain polyurethane material which is similar to other polyurethane foams utilized in many common products in everyday use including furniture, bedding, carpet underlay, packaging and automotive seats. Like the materials used in other products, those used in ours may produce some levels of “off-gassing” and typically an odor will be associated with the same. This “new product” smell is normal and usually dissipates before the product is delivered to a consumer. However, occasionally because of short delivery cycles, the new product smell may still be noticeable. Therefore, upon delivery of your mattress, you may notice an odor which is left over from our manufacturing process; however, this is not harmful to you. 
  All Tempur-Pedic® products are designed with strict attention to the highest quality standards and manufactured to meet applicable Federal, State and Local regulations.
  
  
  

   

• Initial Complaint

  Date:08/18/2022

  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 cancelled an order I made with Tempurpedic over the phone at 1:15 pm Pacific time on August 8, 2022. I was told on the phone that the order was in fact cancelled. I then received an email after my phone call confirming the cancellation 4 minutes later at 1:21 pm Pacific Time. I am attaching a copy of my phone bill and my email. I am still waiting for the refund. I spoke with Dominique at (800) 821-6621 at approximately 3:45 pm Pacific time on August 17th to request confirmation of my refund. She stated that the mattress was not cancelled. She also appeared oppositional about issuing the refund. I asked to speak with a manager and she stated that was not possible. I asked for a return call from a manager and she stated that was not possible either. I am attaching a copy of the email Tempurpedic sent me on August 8, 2022 stating the order had been cancelled as well as a copy of my phone bill showing the phone call I made to the Tempupedic customer service rep cancelling my order. I do not have the mattress and I am expecting a full refund of such mattress.

  

  Business Response

  Date: 08/18/2022

  We're sorry to hear of the customer's frustration. Our refund procedure does in fact take anywhere from 7-10 business days to come to fruition.

   

  Thank you!

• Initial Complaint

  Date:08/17/2022

  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 placed the order through Tempurpedic directly on August 9th 2022 order number ************** for $448.42 I received the package that I ordered on August 12th we opened the package up and we found what we ordered a mask a pillow and a Topper without unwrapping we noticed that the topper had a defect with discoloration going through the wrap. I called on the 12th the same day I received order and told her what I found,and the woman said she would have someone call back in a day or two. We never got a call, called back on the 16th of Aug and got the same run around. The woman told me they will call me back in a day or two. Please help me, I paid a lot of money for this and didn't open the topper. I just want to exchange or my money back. Thank you... ***** ********

  

  Business Response

  Date: 08/17/2022

  Thank you for reaching out to us regarding your concerns. At this time, our agents are working to resolve those concerns. We appreciate your patience.

• Initial Complaint

  Date:08/17/2022

  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 bought an adjustable Tempur pedic bed a year ago. When you’re looking at the bed it’s perfect. When you sit on the right side it totally collapses, the left side is perfect even when you put a weight on it. We contacted Tempur pedic and they told me that this is not part of the warranty. They told me to buy a new one and they will give me a 40% discount. Attached with this are pictures. I think I need to be compensated for a defective product

  

  Business Response

  Date: 08/29/2022

  Please advise our customer that ******** **** is responsible for his mattress warranty as they are they ones who sold it to him. Thank you

• Initial Complaint

  Date:08/16/2022

  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 bought a TempurPedic Pro Adapt mattress almost exactly a year and a half ago. At first, it was great and acted like everything they said it should. It acted like true memory foam should. I couldn't feel my wife move in bed like said would be case. It provided great support. Now though, a year and half later, it's deteriorated so bad that it acts like normal foam, and you just sink in with no support. I can feel every time my wife moves and she can I. Because all the support is gone, it's killing my back and my wife's. I filed a warranty claim, because there is no way to call warranty support, and they sent me a scripted response denying my claim. Instead of honoring the claim, they offered me 40% off buying a new mattress so I would spend even more money with them, and said they thought their manager would be proud of them for offering that to me. LOL, are you kidding me? I replied back and said I wanted a warranty inspector to come out and they said no, and if they did, they would charge me for that too. The one thing they haven't done in any email communication is tell me why they are denying my warranty. I want a replacement mattress since I spent three thousand dollars on this thing that supposedly has a 10 year warranty and didn't even last a year and a half. The retailer can't help me as Tempur Sealy handles all their warranty claims directly.

  

  Business Response

  Date: 08/16/2022

  The customer submitted his warranty claim on Aug 5, 2022. Unfortunately, through his photos (as requested) he was unable to prove the following: Our warranty covers indentations of the mattress that measure 3/4" or greater.

   

  We use a US quarter leaning up against a straight edge. The quarter is one inch in diameter so it's easy to tell by the naked eye where the 3/4" mark is.

   

  We're sorry that the customer is not enjoying his mattress. Rest assured, if his issues fell within Warranty protocol, we'd be happy to help him.

  Customer Answer

  Date: 08/21/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  An indentation of 3/4” is irrelevant to me, what’s relevant is that the memory foam is only 20% as supportive as it was when purchased.  Before I even submitted the claim, I placed a call to Tempur Sealy Customer Service and asked them specifically if the claim would be valid and they told me yes.  They also told me that if for some reason it was denied, to request that someone come come out to inspect it in person.  They have denied the claim and refused in writing to send someone out to verify the foam density is shot.  The warranty department has no phone lines so I can’t even ask to speak to a manager to try to rectify the issue.  Even the retailers I’ve spoken to say they are appalled that this is not being resolved properly.  So thus, I 100% fully reject this response.  As far as I’m concerned, I’m being lied to and cheated by this company.  
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 08/30/2022

  We believe this to be a duplicate? We regret that the customer will not accept our final answer.

• Initial Complaint

  Date:08/16/2022

  Type:Sales and Advertising 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.

  Sealy/Tempur-Pedic hates the military and veterans by illegally discriminating against them by actually charging them more money for less of a product/service bundle. As such, their practice of claiming to support the Military and Veterans is deceptive.
  
  Tempur-Pedic says they support the military and veterans by providing their mattresses to the Military Exchanges (more or less the military box department store). Under that logic, they support ******** **** and ******** *******. But also, nearly every product found at ****** or ******* can be found generally found at the Military Exchange. So how does Tempur-Pedi actually support the military?
  
  But let's look at the facts: the Exchange price is nearly equal to the MSRP value on Tempur-Pedic's website. However, Tempur-Pedic and their other partners are normally running discounts of some sort making purchasing through the Military Exchange more costly.
  
  Secondly, Tempur-Pedic does not provide the military or veterans with their 90-sleep trial that everyone else gets even those who buy through other 3rd-Party vendors like ******* ****.
  
  Thirdly, the maximum financing that the Military Exchange generally provides is 18 months using their credit card at standard credit card rates instead of the 24, 36, 48, or 60 month 0% financing provided by Tempur-Pedic or their Third PArty Vendors (e.g., ******* ****).
  
  Lastly, almost all their competitors--whether we are talking ***** ******* ***** **** ******* ******* or others in the bedding industry--offer veteran discounts from 15% on the low end to 45% on the high end.
  
  No one should support a business that discriminates against military and veterans by charging them more for inferior products and services than the general population.

  

  Business Response

  Date: 08/16/2022

  We're extremely confused by the accusations of "NA". We never have and never will take advantage of the most special Americans, or dare we say Heroes. Personally, I'm a Veteran of the USAF and I will proudly refute NA and his..."facts". Perhaps NA didn't watch the Armed Forces Bowl in 2020 (****** *** ******** ****)when we donated  mattresses to Purple Heart recipients? To address the three "examples" given by NA:

   

  1) If he wants to order a Tempur-Pedic mattress, he can do so on our website 24 hours a day. We always have promotions available to our customers!

  2) Please advise NA that different retailers offer different "deals". They are contractually bound to not only provide a great sales experience, but that they service our customer's warranty claims, if any, as well.

  3) We do not regulate how and what our Retail Partners charge for interest on credit cards.

  Please let NA also know the PX (or BX) is one of our many Retail Partners.

  NA is correct on one thing. We do not offer discounts to Active or Retired Armed Forces Personnel, like many, many other companies in many industries nationwide.

  We're sorry for the gross misunderstanding that NA has about who we are and what we're about when it comes to taking care of our customers.

  Customer Answer

  Date: 08/20/2022

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

  Tempur Seally's response is a non-responsive non sequitur. In other words, Tempu Sealy does not respond to the complaint which is about false advertising, specifically stating they support veterans with special pricing through the military exchanges (BX, PX, NEX)

  Quote form their website:

  "As for military discounts, we work with and provide products directly through the military exchanges. These exchanges have discounted pricing for military personnel. We would recommend purchasing through there."

  As you can see even their response refutes this statement. The exchange is just a retailer and nothing more. In other words, the exchanges do not offer the discounts they promise. Moreover  as you can see Tempur-Seally also strictly endorses that veterans buy from the exchange, yet as I stated Tempur Seally (and their other 3d party dealers) regularly has better deals than the Exchanges. 

   

  So again the charge is Tempur's false advertising about actively suppprting veterans and that the Exchange is whereilitary or veterans should purchase the Tempur-Seally mattresses.

   

  Furthermore, a one time 2020 charitable donation for a company's own tax benefit is not suppprt of the veteran community. Since the alleged respondant was in the Air Force...integrity first means doing the right thing even when no body is looking. But Tempur only cares about support when the cameras are on.

  
  
  Sincerely,
  
  
  
  N A

• Initial Complaint

  Date:08/12/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an adjustable base on line. During the on line process it said I could schedule a delivery. When I go to that portion, i received a statement they would call me to schedule delivery. I completed the transaction and waited for a call while watching the status of order on line. I called then 3 days later and asked when it would be shipped. They didn't know and said I would be notified. After a week with shipment tracking still not sent, I called to cancel the order. I was told they would cancel shipment and emailed me a ticket number #******. I also told the rep, I would be buying same product locally because they could deliver in 24 hours vs their still pending shipment. On Monday 8/8 I received a shipment notice email. I called their customer support again and was advised, this is their process for and I'll have to refuse shipment. Contradicting what i was originally told on 8/6 with the included ticket #. The pending charge on my AMEX was that put through.
  
  I have since bought the same product (on 8/6) from one of their local retailers.

  

  Business Response

  Date: 08/15/2022

  We apologize to the customer for their frustration. In the upper right hand of our webpage (ordering screen), it states delivery in 1-2 weeks. Some of our retail partners do carry stock, while all of our web-based orders are shipped from our factory. Again, our apologies.