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:08/02/2022

  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.

  On July 20 I ordered a king size cloud mattress from tempur pedic. They said it would ship 2 days after and when it did not I called customer service to resolve issue. I have called everyday since July 20 and they will not assist me with any info and I escalated it to their higher department with **** ***** and he also said he get it fixed and nothing has happened. I have all the emails from them and they are stonewalling me and will not tell me where or when mattress will come. I have financed thru Wells Fargo and don’t want to cancel it due to affecting credit. Please help

  

  Business Response

  Date: 08/03/2022

  Mr. ******* received his mattress yesterday, August 2nd.

  Customer Answer

  Date: 08/09/2022

  
  
  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.
  
  
  **** ***** states that he will be crediting my account 25% for inconvenience of issues incurred 
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:07/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pro breeze in May 2021 was told I had a 10 year warranty if it sagged more than quarter of a inch or ripped zipper broke anything they would replace...I filed a claim and took pictures showing I a rolling downhill towards one side which is measured and showing more than a inch in photos and even showed a level with bubble completely to one side ! They tell me they will give me 50% off a new mattress?! No I just paid 3699.00 for this one less than 2 years ago honor your warranty and they won't answer my emails or their number won't eat you speak to a human

  

  Business Response

  Date: 08/01/2022

  Our warranty covers indentations of the mattress that measure 3/4" or greater. According to the customer's photos this is not evident for the mattress. 
  
  We have requested additional photos and provided an option for contact over the phone. 
  

• Initial Complaint

  Date:07/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Tempur-pedic Cooling mattress topper on 7-17-22 (order #************) and it was shipped to me. Item is flat and does not look as advertised and most importantly, it is not cool as advertised, it is rather hot to sleep in, which was the reason for purchasing. I spoke to the company and they simply said the item was non returnable. They should not be selling a product under false pretenses and advertising and then expect a customer to simply accept the product without having the ability to return it for a refund.

  

  Business Response

  Date: 07/29/2022

  Regarding your request to return your Tempur-Pedic Topper. 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 Topper is covered by a 10-year limited warranty.
  Find out more at our website at Tempurpedic.com

• Initial Complaint

  Date:07/29/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Sealy adjustable bed base from a local merchant earlier this year for my elderly father. In the middle of the night I heard a loud crash to find my father on the floor with both legs of the foot of the bed base broken. I contacted the merchant to ask how to file a warranty claim. I was given a phone number that I called and spoke to a representative who told me if the item had been purchased within the past 12 moths I would be eligible for an exchange, to get a refund, or receive credit for a later purchase. At this time I was not comfortable with exchanging the item for the same item since I found it to be unsafe for my father. I requested credit instead. Then I received a call from the courier company who would be picking the old base up. When I had more questions about the credit etc. they were unable to answer them and I asked to postpone the pick up until I received more direct answers. I sent another email to the warranty department requesting a phone call to answer several questions I had and provided a different email address to correspond through. I did not receive a phone call but rather started receiving multiple emails to BOTH addresses which were giving conflicting replies. I again received a call from a courier to pick up the base but since I had not had a chance to get my questions answered I was not comfortable releasing the product to a stranger.
  This process has gone back and forth several times continuing today. At one time I did receive a call after my case had been "expedited" to their service center. This repr told me a completely different story than the original rep I spoke to which led to even more questions. Then I received a call from a courier who wanted to "come repair the straps on my bed". I explained I had a broken bed base not straps and he contacted the service center who sent me an email that said since I disposed of the bed base they couldn't do anything for me. I have no idea what she's talking about

  

  Business Response

  Date: 08/01/2022

  Thank you for contacting us regarding your concerns. Please contact our Product Services team for further assistance. You can reach them at 800-821-6621.

  Customer Answer

  Date: 08/05/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  the reason for filing this complaint is I have received numerous different emails and one call, all with conflicting information, options, and instructions.  I prefer to have the information in writing with a 3rd party as a witness and to assist with follow-through and accountability.  I was originally told I could get a refund, replacement or credit with Tempur-pedic.  I originally thought credit would be a great option since I am interested in a new Tempur-Pedic mattress and had replaced the bed base with a different style for safety concerns.  After several rounds of confusing and conflicting emails and calls from couriers, I would feel best with a refund.  My father, whom the base was purchased is returning to Wyoming.  I will be assisting with his care there.    
  

  I would be most satisfied with a refund or secondly, a credit with Tempur-pedic to be used on any product with a 5 year or longer expiration date.  I ask the resolution be made in writing with clear detail (including the pick-up of the damaged base).

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

  

  Business Response

  Date: 08/30/2022

  We have noticed that the customer stated that she will refer to her attorney. Because of the threat of legal action, we will no longer be able to help her through normal channels. Please have her attorney contact our legal team at 800-821-6621. Thank you.

  Customer Answer

  Date: 09/21/2022

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed and last responded to the response made by the Tempur-Sealy in reference to complaint ID ********.  Due to no timely reply I find Mediation is necessary.

  
  

  Regards,

  
  

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

• Initial Complaint

  Date:07/27/2022

  Type:Billing 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 been trying since at least July 8th to get a refund on 2 mattresses. No solution.
  I have made a refund request online and over the phone.
  Mattresses are not the quality I was expecting.

  

  Business Response

  Date: 07/28/2022

  We are working to resolve the return for the customer. The delivery address on the original order is how we base our pick-ups for merchandise being returned. We have a response from the customer on 7/27/22 for a different address to pick up the merchandise being returned. We will update and schedule for pick-up of the merchandise. Once that has been completed it will take 7-10 business days before a refund will be issued. 

  Customer Answer

  Date: 08/04/2022

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

  I have contacted Tempurpedic over the phone, internet and chat multiple times. I keep getting told someone will contact me asap!  No one ever does. I even offered to return the mattresses myself. I have even been hung up by a Tempurpedic customer servive agent!  I have owned several of their mattresses and never had to file any claim.  
  
  I am rejecting the response because
  I told Tempurpedic over the phone initially that the mattresses were taken to an apartment in another town.  I was told “no problem” and when they contacted me back to provide that pickup address. Problem is no one ever contacted me. I need to order relacements but cannot because they owe me $3,660.87!
  
  It wasn’t until just a few days ago I was chatting with Robert that he asked for the address. I was told again I would be receiving a phone call asap. Still nothing. 
  
  This is not my fault. I am so aggravated that they blamed the pickup address being different for the delay. NO ONE has contacted me period. The mattresses are bowed and don’t even sit flat. They look like a worn out nasty hotel mattress. So no thank you. I don’t want that!

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

• Initial Complaint

  Date:07/27/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My order number is ************. I called and their business hours are incorrect. They are supposed to be open right now, but are not. When I called within business hours, I could not get in reach to the department that held my order hostage. I do not even know if they exist.
  To process my order I was told to email all sorts of personal information. It is bizarre. I ordered some pillows and they are asking for my drivers license. They made sure to specify back and front. They also wanted my credit card statement. They even emailed me and referenced someone else. I said that is not me and they emailed back and apologized. They acknowledged that I sent a required PDF, and then claimed I did not email any PDF in the next email. They really wanted my credit card information again...
  After much much hesitation I conceded because I paid a lot of money for my order, and need it quickly. I sent my information after back and forth emailing. Then communication back dropped. No one responded. Now they have my $1,279.79 and all kinds of personal information. I am quickly filing this BBB complaint before something undesirable happens.

  

  Business Response

  Date: 07/27/2022

  Customer's order was reviewed and canceled. There is a pending authorization that will drop off naturally in just a few business days from the date of order which was 7/25/2022. The customer is not charged until product has been shipped. At this time, no product has been shipped.

• Initial Complaint

  Date:07/27/2022

  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 filed a previous complaint regarding this issue that is still open and it has not been resolved to date. I have gotten the run around with Tempur Pedic and Mattress Firm. On 6/27/22 I received a phone call from Robert Buttler (Inspector) regarding the current complaint about my mattress. He scheduled a time for 7/1/22. Tempur Pedic manager Frank Gonzolas called me and asked if anyone reached out and I explained the issues of no cooling, no firmness, sitting on the bed the entire side goes down, elbow sinking, etc. situation to him. He stated to call him after Robert leaves on 7/1 after my appointment. Robert came and examined the mattress on 7/1 and stated "THIS IS A GLORIFIED LARGE PIECE OF FOAM". Robert completed the inspection and sent the report to Tempur Pedic at 10AM before he left my home. I immediately called Frank at Tempur Pedic three times and left a message on 7/1 and TODATE NO ONE HAS REACHED OUT. Referencing the current open complaint at this point, they can give me back my money for both beds and due to the customer service pick up their product and call it a day. TOO MUCH TIME WITH NO RESOLUTION. I have been laying on this bed and I am not sleeping well as a lady 74+ yrs if age, I will seek chiropractic or physical therapy and Tempur Pedic will fit the bill as I have requested and requested help and have been disregarded, dismissed and I have paid tooooo much money for a product that does not work and a company with absolutely no customer service until forced to provide it. Todate from the initial complaint I have no resolution. I will be proactive considering they are not and do not want any dealings with them. Tempur Pedic please get both your mattresses as I do not want to deal with this process with you in a future situation with you again as it will happen, as the inspector stated the quality of the product is of poor quality and misleading to the consumer base.

  

  Business Response

  Date: 07/29/2022

  Customer's warranty claim for the LuxeBreeze King was approved and the approval letter was emailed on July 1, 2022 at 5:34 pm. 

  

  Business Response

  Date: 09/26/2022

  If the customer purchased from a Retail Partner, it is their responsibility to manage the warranty claim. If she is not getting the answers she needs from a store rep, she might ask to speak to a manager. 

  Customer Answer

  Date: 10/13/2022

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  
  

  Regards,

  
  

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

• Initial Complaint

  Date:07/27/2022

  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 April 12, 2020, I purchased a Tempur-pedi Contour Luxe Breeze California King mattress. Within a year, it started to feel like it wasn't returning to it's original shape and more recently there are indentations and "pot holes" where we sleep. As the mattress is under a 10 year replacement warranty, I notified Tempur-pedic. They asked me to send the receipt, picture of the mattress and of the foundation. This morning, they said it qualifies for a replacement. However the mattress they have said they would replace it with (the Tempur Adapt) does not have the same features/quality of the mattress I bought. I spoke with Jeanie from their sales department and she said that the closest model to the one I purchased is the Termpur Luxe Breeze Firm. She confirmed that the model I was being offered was not as firm and did not cool the way the one I purchased does. I am asking Tempur-pedic to honor the warranty and replace the mattress with one of similar quality or refund me in full for the amount I paid for the mattress. $4,225.48
  
  I am attaching the original receipt, along with a PDF of the email from Tempur-pedic saying my mattress qualifies for a replacement.

  

  Business Response

  Date: 07/29/2022

  The warranty approval amount is base on the price originally paid, not including sales tax if the mattress model is no longer in production. The warranty process credits this amount towards a purchase of another mattress through the warranty website. We do not issue credit refunds. 
  
  Any cost over the credited amount is the responsible of the customer to pay, however this would be considered an upgrade and therefore have the benefit of a new warranty timeframe. 

  Customer Answer

  Date: 08/03/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because a warranty implies either a refund or a replacement for a mattress of similar quality. Tempuroedic’s own associates told me that the closest model to the one I bought that was deficient is the Luxe Breeze Firm. The other mattress isn’t as firm. If I have to pay $2,000 to replace my deficient mattress with a comparable new one, that’s not a warranty. I would accept either a replacement of a Luxe Breeze Firm Cal King or a full refund of my purchase price  

  
  
  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 08/05/2022

  Since the customer's model is no longer a current model, we issue a credit for the original price of the model purchased. The photos uploaded by the customer to this claim shows the credit amount is the same as the price of the closeout model they purchased in 2020. 
  
  The customer is welcome to use the credit amount toward any of our current models. In terms of our older models compared to our newer models, there is not a lower option. Over time, our product engineers work to improve our materials and technology to be more advanced as we develop new products. In doing so, all of our current products are naturally a step up from our previous models in technology and design.
  
  All of our current mattress models, including the Adapt, have at least one cooling feature. This means that the mattresses currently available should feel a bit cooler in touch, but not all of our mattresses feature our most advanced cooling technology that our ProBreeze and LuxeBreeze models do. The technology found in the ProBreeze and the LuxeBreeze is not equivalent to the technology that you have in your older breeze model since we have implemented newer technology into our current line.
  
  I can assure you that the Adapt mattresses are not a lower option, nor are you receiving a lesser mattress. Again the customer is welcome to upgrade to the ProAdapt, LuxeAdapt, or Breeze models and pay the difference to receive the new 10-year warranty. 
  

• Initial Complaint

  Date:07/27/2022

  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 purchased a mattress from ******** **** and disputed this with the company and the finance company based on quality, misrepresentation at the time of purchase and questions on the brand name of the mattress itself. We have not received a resolution yet.

  

  Business Response

  Date: 08/01/2022

  Thank you for contact us. We're sorry you don't like the mattress, however, if the mattress is a recent purchase from ******** ****, you would need to discuss any returns with them.

  Customer Answer

  Date: 08/03/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  We did discuss it with them, after we started talking about it they did not reply. The mattresses were not supposed to be used and the one does not have a consumer tag. We made an accord with the credit card company, they accepted the accord and failed to correct the balance. We placed ******** **** and your company both on a do not buy list and mentioned this experience to other people. The credit card company called us back and they suggested we contact you because you had the bad falling out with ******** **** after a 20 year relationship. We were supposed to get the floor model bases and new mattresses, and besides the bad quality, we are not sure what we got and we are not happy. 

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

  

  Business Response

  Date: 08/30/2022

  The issue the customer has is with one of our Retail Partners. Sorry to hear of his frustration.

• Initial Complaint

  Date:07/27/2022

  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.

  Ordered mattress on May 31st 2022 Order Number: ************ with 2-3 weeks lead time. The amount of $4,756.42 was posted to my credit card as a "pending transaction" immediately. After nearly a month of no updates, I reached out via live chat to inquire about an update on setting delivery. I was told someone would contact me for updates via phone. Nobody ever called me. After another week passed, I emailed the team several times and still no answer. I chatted again and was told someone would call me and again nobody did. In the meantime I sent additional emails. I also tried to reach them by phone but was put on hold for a long time (30 minutes+) and hung up. After 6 weeks of not hearing back from the company or any news, the next chat I had I asked the rep to proceed with cancelling the order on 7/12/2022. She advised me she would need to have the appropriate team cancel. This time, the chat rep emailed me and the service team. I again received no response. On 7/15/22 I received a call from the delivery dispatch team, informing me there was an error and that they had my mattress they could deliver on 7/19/22. I advised them we would not be at home and I had cancelled the order. They told me they could dump the mattress at the house even if we're not home because they don't come to our town often for deliveries. This is supposed to be a "white glove delivery". We cannot carry a King mattress to 2nd floor of house alone. I refused, and advised to proceed with cancellation. I emailed back the service team email on 7/20/22 advising them to confirm the cancelation and what their local delivery team told us. Still no response. On 7/22/22 they charged my credit card the pending transaction of $4,756.42 was posted. I emailed them back today on 7/24/22 and am now taking action against them. I demand an immediate reimbursement of the charge to my credit card for a product and service that was never provided. Their service has been horrendous and caused distress.

  

  Business Response

  Date: 07/27/2022

  Thank you for contacting us with your concerns. At this time, your refund was submitted on Monday, 7/25/22 and from that point, it takes 7-10 business days. You should see your refund applied to your method of payment in that time frame.