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 Mattress Company

  1201 Highway 290 West Brenham, TX 77833

• 

  Sealy, Sterns & Foster Mattress Company

  1705 Rockdale Industrial Blvd NW Conyers, GA 30012

• 

  Tempur Pedic Authorized Dealer

  4512 Chamblee Dunwoody Rd Dunwoody, GA 30338

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:04/07/2025

  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.

  3/23/2025 I submitted a warranty claim for a deep depression in my King sized TempurFLEX Prima hybrid mattress. Tempur-Pedic offers a 10 year warranty for the mattress. My mattress is less than 10 years old. The mattress is in great condition outside of the 12inx 9in depression (>1.5 inches at its deepest spot) and has never had liquid spilled on it. Normal wear and tear and minimal depression that is negligible exists, but is not part of the complaint as that is to be expected. The mattress has only been own by myself and it has been used appropriately. The mattress is on the appropriate base (box springs) and frame from the licensed Mattress Firm dealer. I shared all the appropriate/ requested images with the warranty department via email. The claim is denied because they claim that the shadows cause by lighting (standard topography principle) is liquid damage, despite liquid not being spilled on the mattress. I even sent photos with a brighter light shined on the area of concern and showed that there was no more color change, aka a shadow, once a light was shined. If it were a stain, the light would not make it go away. The claim was denied twice. I asked to speak to a manager or supervisor 4 separate times and was never given the information nor was forwarded to a manager/ supervisor. It became evident to me that their warranty is simply nothing more than a false/sham selling point to ease a customer’s mind when spending thousands of dollars on a mattress. Having the facade of a warranty is deceitful and dishonest. Refusing to take responsibility for a product that did not last as long as they claim is shameful. The public should be aware of this scam and I should provided a replacement for my sub par mattress or given a refund.

  

  Business Response

  Date: 04/07/2025

  Our warranty team reviewed the customer's warranty claim and found liquid damage to the mattress. Our warranty policy per our website states we do not cover liquid damage, or stains.

  Customer Answer

  Date: 04/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  There was no liquid damage to mattress. There has never been liquid spilled on the mattress. There are no stains indicating so. There are large depressions in the mattress which can appear as shadows on the image if you really stretch to try and see it that way. When in a lighted room, depressions will have shadows. It’s standard science. I took pictures while shining a light on the areas they claim are shadowed/stained. There is no color change, rather a seamless white color completely discrediting their statements. All images were included in the original complaint. Tempur-pedic refuses to assess the objective information presented because if they did, they would have to honor the warranty.
  Tempur-pedic does not want to replace a mattress in the final year of a 10 year warranty. There is no evidence of liquid damage. They do not want to stand by their product which had over-promised and under-performed. It appears that their warranty is nothing more than a marketing ploy to try and secure the initial sale by providing peace of mind when they know that this will not stand by their product.
  Moreover, I asked to speak to a supervisor to discuss 4 times and was ignored. This also creates the perception that the warranty is and always was a sham.
  Anything other than a new replacement mattress is unacceptable.
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 04/11/2025

  All decisions made by the warranty team are final.

  Customer Answer

  Date: 04/11/2025

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

  This is completely 100% wrong. I have tried to attached pictures proving that there are no stains but the very small size requested is not able to be achieved with a simply iPhone photo. I already attached them to the original claim. I KNOW there is no liquid damage. It is their word v. my word. However, all the evidence supports my claim and not theirs. Simple science supports my case and not theirs.
  

  This is a dishonest company that the public should be protected from. They offer a false warranty program in attempt to make the initial sale. They have no intent to stand by their product when it does not prove to be durable enough to meet the promised service/ durability for the promised amount of time. The fact that they will invent reasons to not cover a very clear warranty claim is inexcusable. 
  

  The short, flippant, careless response provided by them is consistent with a company that truly does not care about anything but obtaining money from a customer. They actually are proud to not stand by their product and display their dishonesty.

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

• Initial Complaint

  Date:04/03/2025

  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 over a year ago, along with their official waterproof mattress protector, trusting that it would protect my investment. I followed all care instructions and used their protector at all times, yet my mattress developed sagging and stains.
  
  When I filed a warranty claim, Tempur-Pedic denied it using shifting excuses. First, they said the sag wasn't deep enough. Then, they rejected the claim due to a stain, despite me using their own protector. Later, they claimed multiple stains voided the warranty, even though I only discovered the stain when they pointed it out. Their warranty policies are misleading, and they refuse to stand by their own protection products.
  
  I understand the purchase was made over a year ago, but the warranty issue and Tempur-Pedic’s refusal to honor their policy only became clear recently when they denied my claim. Their own protector failed, yet instead of offering any solution, they blamed me. Even after escalating, corporate refused to offer any replacement, refund, or resolution.
  
  Resolution Sought:
  I request that Tempur-Pedic either:
  1. Honor the warranty and replace my defective mattress OR
  2. Offer a fair refund or partial credit towards a new mattress since their protector did not work as advertised.
  
  If a company won’t even stand by its own protection products, how can customers trust them? I am seeking a fair resolution before escalating this further.

  

  Business Response

  Date: 04/03/2025

  Here is the response from our Warranty Team:

  "I apologize for your frustration. I would like to clarify a few points to help you understand why your claim is denied. 
   
  There are several stained areas on the mattress. In order to qualify for replacement when a mattress protector fails, it must be reported within 5 days and must be a singular incident.  Since there are several separate areas of staining, this indicates more than one incident. 
   
  Furthermore, the complaint when you filed your claim was not initially for staining, and you stated the mattress was free from stains."

  Customer Answer

  Date: 04/03/2025

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

  The inconsistencies in Tempur-Pedic's reasoning for denying my warranty claim.
  
  The Staining Issue:
  I used Tempur-Pedic’s official waterproof mattress protector at all times, which should have prevented any staining. If stains still occurred, it indicates the protector failed to perform as advertised.
  
  I did not initially notice any stains until Tempur-Pedic pointed them out. At that moment, I promptly acknowledged them, which should qualify as me notifying you upon discovery.
  Multiple Stains = Multiple Incidents?
  
  The claim that multiple small stains automatically mean "multiple incidents" is unreasonable and unfounded. A single spill can spread, or previous unnoticed staining can be due to the failure of the protector—not necessarily separate incidents.
  
  Nowhere in Tempur-Pedic’s warranty terms is there clear language stating that more than one stain, even if from a single cause, voids coverage.
  
  Shifting Justifications:
  My initial claim was regarding sagging, and only after my claim was filed did Tempur-Pedic shift its focus to staining as a reason for denial.
  
  Had I known that staining (which I was unaware of) would be used to void my warranty, I would have immediately reported it upon discovery.
  
  Given these points, I request that Tempur-Pedic reevaluate my case. If a full replacement is not possible, I am willing to discuss a partial credit, repair, or an alternative resolution.
  
  I trust Tempur-Pedic will prioritize customer satisfaction and stand behind both its warranty and its protective products.
  
  Looking forward to your response.
  
  
  
  Sincerely,
  
  
  
  ***** *********

  

  Business Response

  Date: 04/03/2025

  We stand by our original reply.

  Customer Answer

  Date: 04/03/2025

  
  
  Complaint: ********
  
  
  
  Tempur-Pedic’s refusal to engage in good faith does not change the validity of my claim. Their reasoning has been inconsistent, shifting from:

  
  Denying sagging due to insufficient depth 

  Claiming stains void the warranty, despite their protector being used

  Stating multiple stains mean multiple incidents (which is not in their written policy).

  Instead of addressing these contradictions, Tempur-Pedic has chosen to stonewall me rather than provide a fair resolution. Given their lack of accountability, I request that my complaint be publicly documented as unresolved to inform other consumers.

  
  Thank you for your time and assistance.
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:03/31/2025

  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.

  Return of Mattress: Order Number: ************
  I have been in touch with the Tempurpedic Customer Service team. I had bought a Tempur Pedic Hybrid Lux Mattress in Dec 2024.
  
  I have severe Hip and back issues and I am light weight around 135 Lbs.
  
  I did not find the Tempur Hybrid Lux Adapt suitable, so I returned this time (Not exchanged) and ordered the TempurPedic Medium Pro Adapt.
  
  I was told by the Customer Service Representative that I was only allowed 1 exchange per Calender Year. However the same Rep told me that if I returned the item, I could order a new mattress which would be returnable without restrictions.
  
  I was going through several posts and reviews and found that the Tempur Pedic Pro Adapt Soft version will be the most suitable for me as even the Medium I found to be uncomfortable.
  
  
  Getting mixed responses from the Customer Service didn't help else i would not have ordered the 2nd time itself if I didn't know I couldn't return it if I didn't find it suitable.
  
  
  Thanks
  ****** ***** ###-###-####

  

  Business Response

  Date: 03/31/2025

  We apologize if there was any confusion regarding our 90 Night Return/Exchange policy.

  When a customer takes advantage of our 90 night guarantee, they can either return it for refund or exchange it for another mattress. If an exchange is done, it is a FINAL SALE, meaning the customer cannot exchange again or return it for refund.

   

   

  Customer Answer

  Date: 03/31/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I have already specified to the business that I was mislead by their representative in believing that I could return a 2nd purchase of the mattress. Both the purchases were separate orders and not an exchange. This is the basis of my complaint, which the company is refusing to understand.

  I will start posting about my issues in the social media and various consumer forums as well since this is not reaching any resolution to voice my concerns.

  I was hoping that the company will be understanding and either refund/provide me an exchange or provide some resolution, however I am not satisfied with their response.

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

  

  Business Response

  Date: 04/02/2025

  We stand by our original response

• Initial Complaint

  Date:03/28/2025

  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 two Tempur-pedic adjustable cooling breeze, pillows king size less than six months ago. Within the first six weeks, they completely ripped apart at the seams, which is a manufacturing warranty issue.- I called several times and finally got escalation team on today. The gentleman ***** told me that he was going to help me and replace . And then I got a ridiculous email back that said they refuse to replace them or refund my money. They are blaming me for a manufacturingwarranty issue

  

  Business Response

  Date: 03/28/2025

  Our Escalations Team Supervisor advised the customer that since she could not upload her photos to the warranty claim portion of our website, that if she emailed her photos to him, he would get them to the warranty team. He did not promise anything about replacement or refund. This is what our warranty team emailed to the customer:

  "Thank you for completing our warranty claim process. Our team has had a chance to review your submission and photos. Unfortunately, based on the information you’ve provided and the details you’ve shared, we cannot approve your claim at this time.
   
  Our pillow warranty covers the following:
  Any physical flaw in the product that causes the material to split or crack despite normal usage and proper handling
  Deterioration of the cell structure of the material that causes the product to not return to its original shape.
  What is NOT covered:
  Physical damage: torn, liquid damage/stains, burns, etc.
  Comfort preference: Too firm, too soft, or not cooling:
  Purchase outside of the 5-year warranty timeframe 
  Your documentation does not show that your product meets our guidelines of warranty coverage to be approved for a full replacement at this time. You may review our warranty terms online here. "

  Customer Answer

  Date: 03/28/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: look at the pictures of the pillow. There is no water damage or any kind of damage on my part. It parted at the seam, which is a manufacturers warranty situation. It’s right above where the zipper is so clearly something is wrong with the pillow. I did nothing wrong to cause this issue. I actually own four other Tempur-pedic pillows but not this line. 
  Any human can clearly see in the photos. The pillows are clean and have no water damage. 
  
  
  
  ******** ******

  

  Business Response

  Date: 03/28/2025

  We stand by our original statement.

  Customer Answer

  Date: 03/28/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  This pillow is spotless, clean no water damage no damage done to my part. This response is insane from this company. Look at the pictures look at where it’s ripped at the seams from where it was sewn in to the zipper. How can they deny this claim? How do they not take responsibility for their product? Both pillows have the same exact issue. 
  

  BBB can you get involved??? This is poor business practice.  Look at the new pictures I just sent!!

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

• Initial Complaint

  Date:03/27/2025

  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 mattress from sealey. The mattress has been defective for the second time they all do the same thing after a few months of use they start to cave in and make it impossible to sleep on. Sealey denied my claim stating that it was used improperly and that it has a stain on it in which I explained it does not and i would send pictures showing that it doesn’t I was then told it doesn’t matter and that we cannot move forward with the warranty claim. The amount of money I spent on a mattress to just be denied a claim even if there was it wasn’t a stain which it does not is absolutely outrageous. The bed is faulty and your going to deny a claim for such a joke of a thing saying the bed is stained.i paid over 3,000 for my mattress and now I’m without a bed because sealey does not want to honor thier promise of 10 year warranty. At this point I don’t even want the mattress I want a refund because I no longer trust that if a new mattress is given to me that I will be honeyed a warranty on the case of receiving yet another faulty mattress.

  

  Business Response

  Date: 03/27/2025

  We have "attached" the warranty claim denial in full. All decisions made by the warranty team are final.

  We try our best to take care of our customers, and we take our warranty process very seriously. We have looked over your claim several times to see if there was something we could do, but at this time unfortunately you are not eligible for a replacement. It is not our pleasure to give you this information, but at the same time, we must abide by our warranty process and procedures.

   
  Your mattress warranty claim was denied due to liquid damage. Liquid damage will cause the mattress to deteriorate which can lead to sagging, cracking, shifting, etc. Liquid damage will also void your warranty.
  
  You may review the warranty policy here
   
  Additionally, our warranty policy states the mattress must be supported on a flat, solid surface foundation that is structurally capable of supporting the mattress and all users. Using the mattress without a foundation can cause the mattress to deteriorate as it is not being properly supported. 
   
  We're so sorry for this outcome, and that there is not more we can do for you in this instance.

   

   

• Initial Complaint

  Date:03/25/2025

  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 had my mattress replaced by them and the replacement is doing the same thing and they declined the warranty

  

  Business Response

  Date: 03/25/2025

  The customer is threatening us with his attorney. We will no longer speak to the customer and have advised the customer to have his attorney contact our Corporate Legal team.

  Customer Answer

  Date: 03/26/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have no filed yet and was hoping the company would do right in honoring their product. They know there are issues because that line has gone on close out. Big business bullies
  
  
  
  Sincerely,
  
  
  
  *** **********

  

  Business Response

  Date: 03/26/2025

  The customer has threatened legal action. Unfortunately, because of this and as we advised the customer, we can no longer communicate with them and their attorney will have to contact our Corporate Legal team.

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  WE PURCHASED A TEMPUR-PEDIC PRO BREEZE HYBRID LAST 10-25-23 ASHLEY HOMESTORE IN BOPLINGBROOK IL. THE BED IS SAAGING IN THE MIDDLE LIKE A HOLE. ME AND MY WIFE STARTED TO HAVE A BACK PAIN BECAUSE OF OUR BED. I CALLED CUSTOMER SERVICE ABOUT WARRANTY AND THEY TOLD ME TO CALL " TEMPUR-PEDIC" MANUFACTURERS WARRANTY CLAIM DIVISION. I FILED A CLAIM AND THEY SAID IT IS NOT COVERED WITH THEIR WARRANTY .THEY TOLD US THAT THE BOX SPRING WE USED IS NOT COMPATIBLE WITH THEIR MATTRESS. THAT IS THE REASON WHY OUR CLAIM WAS DENIED. WHEN WE PURCHASED THE BED FROM ASHLEY HOMESTORE DID NOT MENTION ANY BOXSPRING WHICH IS COMPATIBLE FOR OUR BED. THAT IS THE MAIN REASON OF THE DEFECT OUR BED. ACCORDING TO THEM THAT THERE IS A LIMITED WARRANTY ON THEIR PRODUCT. SO PLEASE LET ME KNOW IF YOU MIGHT BE ABLE TO HELP US OUT WITH OUR PROBLEM.
  THANK YOU IN ADVANCE

  

  Business Response

  Date: 03/25/2025

  The customer is correct. Based on the photos they submitted, the base their mattress was on was not compatible with our mattresses. Here is what our warranty states:

  Deterioration causing the mattress to have a visible indentation greater than three-fourths (0.75) of an inch (measured without applying weight or pressure to the mattress) that is not associated with an indentation or sag which results from physical abuse or damage to the mattress, use of an improper or unsupportive foundation or adjustable bed base, or other misuse of the mattress. Normal wear requires that a purchaser’s mattress be continuously supported by a matching foundation or adjustable bed base with a proper bed frame sufficient to support the collective weight of the mattress, users, and foundation. A proper bed frame must provide sturdy support for the mattress, users, and foundation, include a center support, and have at least 5-6 legs for Queen, King and Cal King, and 4 legs for Twin and Full mattresses. For Queen, King, and Cal King slatted-style bed frames, it is incumbent upon purchaser to ensure that the frame utilized offers ample structural support to the mattress and foundation in view of that particular slatted-style frame. If using a slatted frame with no additional foundation, the cross slats must measure to at least 3 inches wide and no more than 4 inches apart. Rounded bars or support beams and frames that do not meet our requirements would require a foundation to provide adequate support. Failure to have a proper bed frame may invalidate the Limited Warranty. Inadequate bases include, but are not limited to plywood, bunkie boards, and plastic liners. The use of a bed frame is important for the life and protection of your sleep system. Neither mattresses, individually, nor sleep systems (mattress and foundation combination) are intended to sit/lay flat on the floor, on a water-bed frame, or on a platform of untreated wood or untreated wood covered with fabric.

  Customer Answer

  Date: 03/27/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: WHEN I PURCHASED OUR MATTRESS AT AN AUTHORIZED DEALER HERE IN BOLINGBROOK, THEY DID NOT MENTIONED ANYTHING ABOUT THE COMPATIBLE FOUNDATION ON OUR BED.  SO THE PROBLEM IS COMMUNICATION BETWEEN  YOUR DEALER AND ME AS A BUYER. SO WE BOUGHT THE BED WITHOUT KNOWING TO BUY A FOUNDATION FOR OUR BED. THE BED IS ALMOST $ 2000 STARTED TO HAVE SOME BACK PROBLEM. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 03/28/2025

  Unfortunately, we cannot control the sales environment (training) at third party retailers. That being said, we stand by our decision.

  Customer Answer

  Date: 03/28/2025

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

  THE REASON WHY I REJECTED THE COMPANY’S RESPONSE. WHEN I PURCHASED OUR MATTRESS AT AN AUTHORIZED DEALER HERE IN BOLINGBROOK, THEY DID NOT MENTIONED ANYTHING ABOUT THE COMPATIBLE FOUNDATION ON OUR BED.  SO THE PROBLEM IS COMMUNICATION BETWEEN  YOUR DEALER AND ME AS A BUYER. SO WE BOUGHT THE BED WITHOUT KNOWING TO BUY A FOUNDATION FOR OUR BED. THE BED IS ALMOST $ 2000 STARTED TO HAVE SOME BACK PROBLEM. 

  THANK YOU IN ADVANCE.

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

  Customer Answer

  Date: 03/31/2025

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

  THE REASON WHY I REJECTED THE COMPANY’S RESPONSE. WHEN I PURCHASED OUR MATTRESS AT AN AUTHORIZED DEALER HERE IN BOLINGBROOK, THEY DID NOT MENTIONED ANYTHING ABOUT THE COMPATIBLE FOUNDATION ON OUR BED.  SO THE PROBLEM IS COMMUNICATION BETWEEN  YOUR DEALER AND ME AS A BUYER. SO WE BOUGHT THE BED WITHOUT KNOWING TO BUY A FOUNDATION FOR OUR BED. THE BED IS ALMOST $ 2000 STARTED TO HAVE SOME BACK PROBLEM. 

  THANK YOU IN ADVANCE.

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

  

  Business Response

  Date: 03/31/2025

  We stand by our original statement.

  Customer Answer

  Date: 04/01/2025

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

• Initial Complaint

  Date:03/24/2025

  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.

  On 03/04/25, I placed an order for 2 mattresses, order#************. On 03/10/2025, 1 of the 2 mattresses was delivered. To date, I have not received the 2nd mattress, nor have I received any updates from Mattress Firm. After waiting serval weeks without any updates, I tried using the live chat which turns out to be an automated service that only acknowledged that there’s had been 1 delivery; nothing about the 2nd mattress. When I called the 800# it took me to a local store who had no knowledge of the order although the agent tried to do everything he could to help including the looking to see if tracking was available . I went back to the internet found another # and finally after going in auto loop for any hour, I finally stated I wanted to make a purchase; this routed me to an agent. Who then stated she would contact logics but when I asked for a call back with an update, I was told she could not do this and that the tracking would auto update. It has not! I either want my mattress or a full refund immediately. The customer service for online orders is HORRIBLE!!! Why can’t you speak to anyone? Why route customers to a local store who has no knowledge of the order or how to help??

  

  Business Response

  Date: 03/24/2025

  Since the customer did not purchase from us directly, either with one of our Phone Sales staff or on our website, the customer will have to communicate with the original place of purchase as we did not ship to the customer nor did the customer purchase from us. We apologize for any frustration this may cause.

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Sealy mattress on March 2, 2025 from 3rd party distributor Wayfair.
  Order arrived 3/5/2025, opened per instructions and left to decompress for 72 hours.
  Warranty claim submitted via email on 3/9/2025.
  Several emails exchanged with Sealy consumer care team with no resolution.

  

  Business Response

  Date: 03/24/2025

  The following warranty claim DENIAL was emailed to the customer this past weekend:

   

  "Thank you for completing our warranty claim process. Our team reviewed your
  submission and photos. Unfortunately, based on the information you’ve provided and the details you’ve shared, we cannot approve your claim at this time. Your documentation does not show that your product meets our guidelines of warranty coverage to be approved for a full replacement at this time.
   
  It appears that your mattress is experiencing some damage associated with an improper bed frame, foundation, or adjustable base. This can include but is not limited to, the use of an unapproved bed frame, foundation, or adjustable power base, the use of a box spring, the use of plywood or materials that are not recommended, broken slats/frame, mattress being directly on the floor, etc. Based on the information you provided, it appears that the mattress is failing due to the improper frame/support below the mattress. If the mattress were properly supported with an approved foundation, base, or bed frame, it would likely not be experiencing these issues. To read the full warranty terms and conditions specific to your product, please visit www.sealy.com/warranty-information/
   
  We recommend purchasing a recommended foundation or base to properly support your mattress. In many cases, providing adequate support can help the mattress to feel more comfortable. It is for these reasons that we cannot approve your warranty claim."

  Customer Answer

  Date: 03/24/2025

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

  The mattress never fully decompressed and after three days i called and emailed the company for warranty. I had to place the mattress on the floor so my 13 year old daughter could return to her room. The foundation is attached for reference. I am really disappointed that a company could claim the customer is at fault after three days of following all instructions. 

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

  

  Business Response

  Date: 03/26/2025

  We stand by our original statement:

   

  "Thank you for completing our warranty claim process. Our team reviewed your
  submission and photos. Unfortunately, based on the information you’ve provided and the details you’ve shared, we cannot approve your claim at this time. Your documentation does not show that your product meets our guidelines of warranty coverage to be approved for a full replacement at this time.
   
  It appears that your mattress is experiencing some damage associated with an improper bed frame, foundation, or adjustable base. This can include but is not limited to, the use of an unapproved bed frame, foundation, or adjustable power base, the use of a box spring, the use of plywood or materials that are not recommended, broken slats/frame, mattress being directly on the floor, etc. Based on the information you provided, it appears that the mattress is failing due to the improper frame/support below the mattress. If the mattress were properly supported with an approved foundation, base, or bed frame, it would likely not be experiencing these issues. To read the full warranty terms and conditions specific to your product, please visit www.sealy.com/warranty-information/
   
  We recommend purchasing a recommended foundation or base to properly support your mattress. In many cases, providing adequate support can help the mattress to feel more comfortable. It is for these reasons that we cannot approve your warranty claim."

  Customer Answer

  Date: 03/27/2025

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

  You have a store nearby with experts, can you send someone over or I can bring to your store?
  The foam inside is hard as a rock in the shallow area, it's likely been compressed for too long in the warehouse, or the foam is too dense, or there are underlying manufacturing issues. 
  
  
  
  Sincerely,
  
  
  
  **** ******

  Customer Answer

  Date: 03/28/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: You have a store nearby with experts, can you send someone over or I can bring to your store?
  The foam inside is hard as a rock in the shallow area, it's likely been compressed for too long in the warehouse, or the foam is too dense, or there are underlying manufacturing issues. 
  
  
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 04/01/2025

  As we have explained to this customer, whenever a Sealy or Stearns & Foster mattress is purchased from a third party retailer (like Wayfair), it is the retailer's responsibility to work with the customer regarding returns, exchanges and warranty claims. We stand by our original statement.

• Initial Complaint

  Date:03/17/2025

  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 contacted them because i am having issues with my mattress I did not have it 10 years and its getting uncomfortable I cant stand to sleep in the bed. It hurts my back i asked for a replacement like the next size mattress up to see if that makes a difference they refuse to make this right. I need this resolved. I been working with them for months and no one will help me. I called in and no one has been of any help at all. I emailed the corporate office and no one will help me.

  

  Business Response

  Date: 03/17/2025

  We sent the customer the following email last week. Without providing what we are asking, per warranty, we simply cannot move forward...

   

  "
  Thank you for contacting us!
   
  We have received your warranty claim request.? However, the documents you sent to us do not include all the requirements for your claim to be reviewed.
   
  Please see below for details regarding the documents which were missing. You may reply to this email with the needed files as attachments and we will gladly review your request in full.
   
   
  Required Photos: 
   
  1.    A clear full image of the whole mattress from the top-view, without sheets or covers. This image is best taken by standing at the foot of the bed and taking a photo of the mattress as a whole. This should show the entire mattress from head to foot and side to side.
  2.     Photo of the area of concern - without sheets or covers
  Sag or permanent indentation photo requirements:
      -use a straightedge (broomstick, yardstick) and ruler to demonstrate the lowest point of the indentation
      -you must show both ends of the straightedge making contact with the mattress with the ruler set up against it, not   placed under it, as seen here.
     -please ensure the measurement is clearly readable in your image
  -please ensure the ruler is not placed in a seam or button hole
  -please ensure there is no weight or pressure being applied to mattress or ruler
  3.    A photo of the power base/foundation or foundation law tag upon which the mattress is resting
   
  Click the link below to see examples of specifically which photos are required to process your claim.
  *******************************************************************************************************
   
  Please attach each of these photos in your reply to this email. Once provided with this information, we will be able to further review your claim." 

  Customer Answer

  Date: 03/17/2025

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

   

   

  I contacted support and emailed them the pictures and got sent this email denying my claim. I paid a grand for this bed and nothing got done
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 03/18/2025

  The warranty claim was denied because the customer is/was using an unauthorized base or platform. These words from our Warranty Administrator: "This warranty has been denied because the customer is using a slatted bed frame that is not compatible. Since the slats on his bed frame are not 3" wide and less than 4" apart his warranty is void".

  Customer Answer

  Date: 03/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  There is nothing wrong with this bedframe. This bedframe is for memory foam mattresses. You can't put a box sping on it because it's not made for the traditional boxspring and mattress. This is just a poor attempt to avoid standing by the product. If this is not resolved a class action suit will be filed for not honoring the warranty claims of the products.
  
  Sincerely,
  
  
  
  ***** *****