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

  
• 

  Sealy, Sterns & Foster Mattress Company

  1705 Rockdale Industrial Blvd NW Conyers, GA 30012

• 

  Tempur Pedic Authorized Dealer

  4512 Chamblee Dunwoody Rd Dunwoody, GA 30338

• 

  Tempur-Pedic Flagship Store

  4400 Sharon Rd Charlotte, NC 28211

• 

  Tempur-Pedic North America , LLC

  170 Hillside Rd Cranston, RI 02920

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:08/11/2022

  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.

  Place order for a new MATTRESS, order was places and paid for on 4/29/2022 was advised that it could take 4-6 weeks for delivery. Time passed and a have not received any calls so i called to follow up. They said they had change systems and it looked like the mattress has gone missing or the could locate it with the delivery team. Was told that a new order had to be submitted and that i would have to wait 4-6 more weeks for the new delivery. Agreed to wait but was upset. 6 weeks pass and i called to check on the order, they had no updates. I told them it was not acceptable to have to wait so long and have no updates on the order. They called me back a few days later to tell me they will be calling me later to schedule delivery. ne week later i get a call from the third party that will complete delivery. We schedule delivery for 8/10/2022. One hour before delivery I get a call saying that the mattress is damage and dirty asking if i still wanted the delivery. I said no, I want a new mattress because its unsanitary. I call Sealy to let them know about the issue. They said they would have to place a new order and that it could take again up to 6 more weeks. i have been reasonable and have waited longer than expected. They have no interest in helping me with this issue. I do not agree on waiting 6 more weeks for this mattress.

  

  Business Response

  Date: 08/11/2022

  Thank you for notifying us of this situation. We apologize for the inconvenience this has caused. At this time, we've issued a refund per the customer's request. She should see it in 7-10 business days.

  Customer Answer

  Date: 08/12/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that after only given the option to wait for the new mattress 4-6 more weeks I have no other option but to get a refund.  
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:08/10/2022

  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 pillow in the store along with my mattress....the pillow I bought is not the same as the one I tried in store ...I feel like there was a bait and switch and when I called them out on this issue they told me that there was nothing they can do for me.

  

  Business Response

  Date: 08/10/2022

  Thank you for contacting us regarding your request to return your Tempur-Pedic pillow. While we never like to disappoint our customers, we are unable to approve the request. Given the personal nature of these products, there is no return policy or comfort trial. You can rest easy, however, knowing that your Tempur-Pedic pillow is covered by a 5-year limited warranty.
  Find out more by visiting our website at tempurpedic.com

  Customer Answer

  Date: 08/11/2022

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

  I was not told that I couldn't return or exchange the pillow ...the pillow I tried in the store was not the same pillow I received. I was lied to and that is not exceptable I am pregnant and need a pillow that works for me...the pillow I tried in the store was that pillow the pillow I have is not that pillow...what can you do to correct this issue 
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:08/09/2022

  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.

  In October 2020, I went in to ***** ********** and consulted for over two hours. I explained my concerns clearly to the representative. I am a 26 y/o female approximately 150 pounds. I have chronic pain from injuries from being hit by a car in 2019. I previously owned a cheap bed from *** **** and wanted something a little nicer. But I also expressed I rescue and foster animals so I need something that can withstand occasional accidents. The rep sold me 2 waterproof covers for $200 along with mattress and frame. I tried to tell them within 30 days that something was not right, but they said I would have to pay for a replacement, and I should give the mattress time to "break in." Well, it broke in, alright! 1.5 years later, I noticed some sagging on my side. When I went to do my regular washing of the covers, I discovered the mattress a) has a split at the crease where the adjustable bed sits up that is widening into a hole down to the coils, and b) that the expensive waterproof mattresses did not work and led to staining on the mattress. I contacted warranty and they denied and said it was my fault it stained, that the stains caused the hole, and I should buy a waterproof cover. I DID USE A MATTRESS COVER FROM THE COMPANY. In my near 30 years I have never had a mattress get a HOLE from a simple stain, much less one that shouldn't have been there anyway because I paid $200 for waterproof mattress protectors. There are no stains, tears, burns, not even snags to the two removable mattress pads above the hole. This is a frequent BBB complaint and a lot of the complaints involve recent purchases of the ********, yet they won't even send people out to see the mattress is clean, properly covered, and appropriately used and I sent pictures proving there is no way my pets' paws could cause it either. I have filed a dispute with the financer for the 2 waterproof covers and the mattress. I will pay for the adjustable base, as it works fine. This is unacceptable and dangerous.

  

  Business Response

  Date: 08/11/2022

  The customer's claim was denied because our warranty does not cover what we call “physical abuse” or damage to the structure and/or cover material, including but not limited to, burns, cuts, tears, liquid damage, stains or damage following improper storage. This damage is damage that occurs when the mattress has not been used in the expected way or it has experienced some improper use/handling over time.
  
  Staining is indicative of liquid damage. Liquids of any kind will damage Tempur material and can cause deterioration of the foam. This deterioration can lead to sagging. Staining does void the warranty. 
  
  The customer purchased a Protect-A-Bed mattress protector, which is not our brand. If the protector failed the customer would be to contact that company for their warranty policies. 

  Customer Answer

  Date: 08/17/2022

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

  the company lied about the origin of the damage coming from stains. The split is clearly where the bed frame bends and nowhere else on the mattress despite what they are claiming are “physical abuse,” but is actually stains from their garbage waterproof mattress protector  

  the Company lied about the origin of the mattress cover, as it was sold to me as part a purchase of their mattress, from a company they advertise through. It was part of a program in which if you buy a bed and a base from Tempurpedic, you received a discounted purchase of either pillows or mattress protectors. The proof of purchase is attached to the receipt  

  The Company has continued to contact me despite me telling them they are only to contact my lawyer or via responses with the BBB and the bank who has disputed the purchase. They continue to make contact which is harassment and illegal.

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

  

  Business Response

  Date: 08/30/2022

  We do not see where we have as the customer writes "Continued to contact her". Since the customer has referred us to her lawyer, we will no longer be able to work with her directly.. Please ask the customer to have her attorney contact our legal team at ************. Thank you.

• Initial Complaint

  Date:08/09/2022

  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’m trying to resolve a complain that I have submit to Tempur-pedic., which I sent the pictures, bill of sales, proof of order, for mattress I bought whic is sagging now. I cannot get anyone over the phone to come answer the questions why they denied my claim so I asked them send your personnel to my house to inspect the mattress personally to make it more prove that mattress is sagging. they are telling me that we do not have anybody that can take your complain only correspondent we have his email, from email correspondence I cannot get any satisfaction or give them any more proof how bad their mattresses under 10 years warranty.

  

  Business Response

  Date: 08/11/2022

  Our warranty covers indentations of the mattress that measure 3/4" or greater. According to the photos the customer provided, their mattress does not meet these requirements.?

  The customer's photos does not exhibit any manufacturing defects. Customer did request an inspector, however we only send inspectors for some scenarios if available for a charge of $150, but since there are no visible defects or inhabilitating circumstances this would not be an option for this claim. 

• Initial Complaint

  Date:08/09/2022

  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.

  Ordered Mattress on 6/15/2022 delivered on Jun 26 2022. It came with a positional base at which the 1st night I used it I noticed that when I placed my head up it tilted my hips to the left, I called 800 821 6621 and asked why that was happening and I was told to give it time to get used to it, also the foam does not bounce back up for about 2 to 3 minutes when you put the base down . Since July 1st I’ve been asking for someone to come and do something with this mattress and they go as far as a ticket number and that is where it has stopped. The request to pickup the mattress has been 3 times again I get ticket numbers but no follow up phone calls of when is going to be picked up. I’m going to have to keep a base and give them 175.00 for them to pickup a mattress that was not worth what I paid for.

  

  Business Response

  Date: 08/11/2022

  This issue has been resolved

  Customer Answer

  Date: 08/18/2022

  
  
  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:08/09/2022

  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.

  Not enough room.
  See below.

  

  Business Response

  Date: 08/11/2022

  The customer's warranty claim was not approved for a full replacement. Our warranty covers indentations of the mattress that measure 3/4" or greater. According to the photos provided, the mattress did not meet these requirements. A 40% discount offer for a new purchase was extended to the customer and they accepted. We are unable to refund the amount paid towards this new purchase. This purchase does come with a new 10 year warranty. 
  
  The “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 the mattress, a customer may notice an odor
  which is left over from our manufacturing process; however, this is not harmful
  to the sleepers.
  
  In the event the customer experiences above average odor, here are some helpful hints:
  
  Mattresses: To help remove the odor we suggest removing the zippered cover (when available/model specific). This cover zips on all four sides of the mattress and is removed from the top of the mattress. While the cover is off, place your sheets directly on the mattress and continue to use the mattress without the cover for a few days. While continuing to use the mattress, you should create additional ventilation to dissipate the odor, if available. Wash the cover in cold water with mild detergent, no bleach, and hang dry or use a very low dryer setting and replace on the mattress after a few days. Or we suggest prior to use allowing the mattress to sit open for a period of time after removing the packaging, prior to bringing it into the bedroom. However, never wash the TEMPUR® mattress as this will void the warranty. Please note that occasionally because of short delivery cycles, the new product scent may still be noticeable for a few weeks. 
  

  Customer Answer

  Date: 08/13/2022

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

  I can not get my pdf response to post her.

  I will email it to **** ********
  
  See the PS added to the bottom of my original complaint.
  
  Sincerely,
  
  
  ***** ****** 

   

   

  

  Business Response

  Date: 08/30/2022

  We're sorry that the customer does not agree with our warranty policies. The link to our warranty policy is on our website here: https***************************************************
  
  

   

  Customer Answer

  Date: 09/04/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Tempur Pedic told me when I purchased the subject mattress that it was covered by a 10 year warranty. They lied to obtain expensive sales and big corporation profits.  It is clear they are going to bully this old veteran. They are not going to honor their warranty.  
  BBB, please post my complaint on your website so that others my see my complaint as a non recommendation, and warning to not do business with Tempur Pedic corporations. 
  
  Sincerely,
  
  
  ***** ******

• Initial Complaint

  Date:08/09/2022

  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 for my mother on 9/2/2021. The order number is **********. The mattress ((Item description: ******* ***** *** Queen Matt) cost 2,099.99 and the foundation was 199.99. The item was delivered about a month later. The mattress has indentations and lumps in it. When we attempted to exchange the mattress, we were told by ****** that Tempur-Pedic would need to exchange the mattress (after ****** sent their repairman to the home and he determined the mattress needed to be exchanged) Tempur-predic and ****** both are now saying there is nothing they can do about the issue. There is supposed to be a 10year warranty on the mattress that included indentations and lumps. (Per their website) I am saddened that I am still paying on a mattress that is not a year old, and it is in such poor condition. We purchased such an expensive mattress for comfort due to my mom's back and hip pain. We are willing to continue to pay on this purchase, but it is unfair that this very expensive mattress is not what we were told it would be. What's worse, is my mother purchased the same mattress for me almost 5 years ago, and it is still like new. The representative at Tempur-Pedic told us this is normal for a new mattress, which is not true. We are hoping you can help us with this issue. Thank you so much.

  

  Business Response

  Date: 08/10/2022

  We recognize that ****** furniture sent out a representative to look at the customer's mattress and gave the customer their opinion. We want to help this customer with their warranty claim and our team has looked at every photo submitted. This is the exact reply we sent to the customer back in June: "It appears that what you are experiencing is a normal increase in softness of the TEMPUR pressure-relieving material which does not affect the pressure-relieving qualities of the product. As you use a Tempur-Pedic product, it is normal for the firmness to soften as the material adapts to your body’s shape, weight, and temperature."

  Therefore, we will not accept the warranty claim.

  Customer Answer

  Date: 08/10/2022

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

  

  Business Response

  Date: 08/30/2022

  There is no reason as to why the customer is rejecting our response????

• Initial Complaint

  Date:08/09/2022

  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 7/23/22 we ordered a set of Queen sheets from Tempur Sealey for $121.81. Order # *********. They delivered a set of King sheets instead. We tried calling them twice on 8/2/22 to resolve the mater. First we were told the sheets we ordered had been discontinued and the corporate policy was they do not accept returns on sheets, even when the package is unopened, which it is. When we called again, and told them again they shipped the WRONG item and we should not be forced to keep them and pay for them, they still would not refund our money. They would only do an exchange, which did not seem possible as we were told earlier that the sheets we ordered were discontinued. We just want our money back and are willing to ship the wrong sheets back to them at their expense. Thank you for your time and assistance in resolving this matter.

  

  Business Response

  Date: 08/11/2022

  Thank you for reaching out to us regarding your concerns. After reviewing your information, we've sent out the correct sized sheets to you. We apologize for the inconvenience this may have caused.

  Customer Answer

  Date: 08/11/2022

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

  1) When we purchased the Queen mattress and base at the flagship store, we also purchased a set of sheets and two pillows  We loved the sheets they were Dream fit 70% viscose from bamboo. The base and mattress together was over $7,000.  We wanted to order another set of the same sheets but were told they were discontinued.

  2) So we ordered a different set based on the online description.  The King sized sheets we received were nothing like the ones we bought with the bed.  

  3) The Queen sized sheets we just received are the same type as the King.  We don't like them; they are in an unopened package.  The color does not match the color online; in reality the color is much lighter.  

  4) We just want our money back!  They should be able to take returns on unopened sheets.  They take back mattresses that have been slept on for months!

  We are not satisfied with outcome and would gladly ship them back both sets of sheets if they would kindly refund our money.  They have already spent more time on this than the sheets are worth.  

  For a premium priced brand, their customer service is terrible.  They do not care about the post purchase remorse we have and that we are now very upset customers and have stopped buying their products and are spreading the word about how terrible the company is.  They could have salvaged this by simply refunding our money.  

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

  

  Business Response

  Date: 08/30/2022

  We understand the customer wants to return their sheets. Our policy on returns is on our website here: https://www.tempurpedic.com/customer-service/return-policy/

  We will not accept returns or exchanges on our non-mattress products. We know this will leave the customer angry but we simply cannot alter our policies for one individual.

  A suggestion might be to donate the sheets to an organization who will appreciate them.

• Initial Complaint

  Date:08/09/2022

  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 ******** Queen mattress from *** ******* in Madison wisc on Sept. 2, 2011. In 2018 we filed a request for a new mattress, as the one we bought had some sagging issues. We sent them the required info, pictures copy of receipt, they decided it needed to be replaced. so they delivered a compared mattress and took the old one back. ( The company did this)As *** ******* went out of business) .The replacement mattress was to have the same warranty as the 1st one we had purchased. We filled out all the required Forms, sent required pictures, they sent back a letter stating that they examined the pictures and they felt it didn't qualify for the warranty. ( Even though it showed the mattress has sagged considerable). But they stated they would give us a factory warranty to purchase a NEW MATTRESS at 40% off. But we have to do it through the company and we have 1 month, Plus they want the old mattress back. Ok am I stupid? They just said there was nothing wrong with the mattress so why offer us 40% off a new one. Plus I'm a little Leary now about there so called warranty . I feel ***** ** ******** ***** Prairie Du Sac Wisc. 53578should be replaced under there warranty. ( Our address has changed since we bought the set. We know live in

  

  Business Response

  Date: 08/22/2022

  We're sorry the customer is frustrated with our warranty policies and procedures. They (the customer) did not show enough cause for the warranty team to consider approving the warranty claim. We sent them a photo example of what was needed (3/4" dip by leaning a US Quarter up against a straight edge). That was not done so the warranty department couldn't go any further. Please let the customer know that if they can provide that photo and re-submit it to the warranty link on our website: https://www.tempurpedic.com/customer-service/warranties/, we'd be more than happy to reconsider. 

• Initial Complaint

  Date:08/03/2022

  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 July 26, 2020 I purchased a Tempurpedic Luxebreeze Firm from Mattress Firm in Springfield MO for 5,399.00. Not even 2 years in I developed severe hip, back, and leg pain. Upon inspection of the mattress found a large crease running down the center of the mattress between where me and my husband sleep, showing the foam had softened and settled on both sides. Called mattress firm and sent pictures to an employee who told me the mattress is obviously defective and to submit a claim. Did so, through Mattress Firm and it was denied saying I needed to submit it through Tempur. Did so, and Tempur denied it saying "it wasn't sagging to 3/4 inch and it is natural softening." I even submitted pictures of the end of a level sitting on the crease and the bubble is entirely out of range. Tempur mattresses are defective in quality and workmanship and the most prevalent issue the mattress has is conveniently not covered. It is not sagging, the material has separated and softened to the point of causing severe pain. I cannot afford to be out 5,400 bucks when the whole reason I bought the mattress was because I believed the "10 year warranty, sleep worry free for a whole decade" lie. I cannot sleep on the bed and the only recourse Tempur had the nerve to offer was 40% another mattress that will do the exact same thing and they MUST pick up my 5400 dollar mattress when they deliver that one. Or pay 150 bucks (not mentioned in warranty) for an inspector to look at mattress with no guarantee of warranty approval. It is only more money, no help. It is misleading to not cover an obvious defect. I was given a ton of promises and when I rely on them, no one will help. Natural softening occurs in 8 or 10 or 12 years, not under 2. I would really appreciate your help encouraging this company to compensate me for this obviously defective mattress and this is your warning! The 10 year warranty is not even a 2 year warranty, and claims for obvious defects will be denied.

  

  Business Response

  Date: 08/04/2022

  While we're sorry for the customer's experience, our warranty team has looked at his photos and there is nothing visible to make the warranty team accept the claim. I do have one suggestion for the customer. Ask them to take a photo again with the level across the mattress. Lean a quarter (US $0.25 coin) against the level and submit it to the warranty team. I cannot guarantee that this will or will not satisfy the requirements for warranty approval. It's just a "visual aid" to assist in their decision.