Complaints
This profile includes complaints for Tempur Sealy International Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 702 total complaints in the last 3 years.
- 185 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/27/2022
Type: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.Initial Complaint
Date:07/26/2022
Type: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 mattress and flat foundation (with 10-yr warranty) on Nov27, 2021, which were delievered on Dec302021. Couple of months later, the foundation turned into super squeaky. We called Tempur-Pedic flag store in Bellevue WA, where we made purchase in March, 2022, and were told to submit warranty Tempur-Pedic online.
1. we submitted warranty request online in Apri, 2022, and got rejected. We were told the foundation was made by Sealy, and need to submit warranty request at Sealy.
2. we were confused and contacted the flag store. After several weekly calls with the flag-store, at end they said to submit warranty request at Sealy.
3. we submitted warranty request at Sealy in June. But unfortunately we were told to contact Tempur-Pedic!
4. we visited Tempur-Pedic flag store in Bellevue with frustration, and were told they would escalate the complaint.
Very frustrated and disppointed by Tempur-Pedic warranty service, which is totally opposite to our impression about Tempur-Pedic.Business Response
Date: 07/27/2022
We have reviewed the customer's warranty submission and it has been approved. Customer was sent an email describing the process to receive an exchange.Customer Answer
Date: 08/03/2022
Complaint: ********
I am rejecting this response because:1. The flat foundation has 10-year warranty, which is cristal clear policy. But we have been treated WITHOUT any respect! Tempur Pedic shirked their responsibility from the very beginning no matter how many times we emiled them or called them. They passed a buck to Sealy, where we got rejection as well! What the cutomer service this is - customer is treated as king/queen at purchase, but treated like nothing after purshase made! Right after complaint submitted at BBB, Tempur Pedic contacted us to provide us a credit for a foundation replacement instead of refund (which we requested) because of their policy. Our question is, how did they follow their policy before we submited complaint at BBB?!
2. It has been almost 4 months from the date we submitted warranty claim at Tempur Pedic to the date we submtted complaint at BBB, almost half year! Emails, endless weekly calls, and flag store revisit. How much time and effort we have spent on this unfair treatment?! We did not ask for extra, just refund!
Sincerely,
***** ***Initial Complaint
Date:07/22/2022
Type: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.
Dear Sir/Madam,
The problem is after I bought the mattress less than a month it started showing defects in the mattress cover. I called Tempur-Pedic Warranty Team. They sent me the wrong mattress cover. It is impossible to use to replace the old cover. I called customer service 4 times and holding times are unreasonably long and inexcusable for over 1 hour 15 minutes transferring my call again and again. Plenty of good reasons to be frustrated dealing with unprofessional customer service offering no solutions. Can you please help me to replace the wrong covers that they sent by mistake with another that matches the model of my mattress?
Thank you very much in advance.Business Response
Date: 07/22/2022
We will be contacting our customer within two business days. That would be Tuesday, July 26.Customer Answer
Date: 08/08/2022
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:07/22/2022
Type: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 Tempurpedic at the local Tempur-Pedic Flagship store at **** **** ****** *** *** *** ** ** ******** ** *****. We tried a mattress for about 20-30 days and returned it due to back pain both my wife and I experienced, tried a more stiff mattress, more expensive mattress which we we're told is an upgraded one for almost a grand more and we're in the same situation. We're both now in worse pain than before and are out almost $5000 because we cannot return this mattress.Business Response
Date: 07/22/2022
We are sorry that neither mattress has been satisfactory to our customers. On an original purchase, the customer receives a 90 day return opportunity, which they took advantage of. Upon a second mattress, there is no return available at all. Our understanding is that the customer tried both mattresses before making the decision to purchase/upgrade. There was a 10 year warranty on the first mattress and when they replaced/upgraded, they received another warranty as well.Initial Complaint
Date:07/22/2022
Type: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 sealy adjustable split king bed & mattress from Levins with 10 years & 20 year warranty. The same base has been repaired 3 times. This base currently isn’t working again. I have tried new batteries and looked under for a reset button. This one adjustable base has been defective since first purchased. Time for a refund or a replacement.
It has quit in the up position before and many other positions this time is flat and won’t raise. This base has caused us too many headaches for this cost.
We are elderly seniors and had to struggle to remove the mattress hurting ourselves to flip the base to get it flat until repair was dispatched.
This is unacceptable and has happened too many times.
For the money we paid we this one base too many time out of serviceBusiness Response
Date: 07/22/2022
We will be reaching out to the customer to obtain more information.Initial Complaint
Date:07/22/2022
Type: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 submitted a warranty claim b/c the bed I purchased 7.5 years ago is soft and sags when we lay on it so much that the mattress no longer provides support. We wake up with significant aches and pains. Problems started as early as 2 years ago and have gotten worse in that time. Our warranty claim was denied solely b/c it has no visible indentation when no pressure is applied to it.
Per their website, their 10 year warranty stated that what is NOT covered is:
“A normal increase in softness of the TEMPUR® pressure-relieving material which does not affect the pressure-relieving qualities of the mattress.”
I feel like this doesn’t apply to my claim b/c I no longer have pressure relief based on the significant neck, shoulder, and back pain I wake up with.
Therefore, I feel like they are not upholding their end of the warranty.Business Response
Date: 08/03/2022
We have policies and protocols regarding the warranties for all of our products and we need visual proof to help solve a warranty claim.
Ms. ******* has threatened legal action. That being said, the only department that will communicate with her is our Legal Team. Ms. ******* has been advised of this in writing.
Business Response
Date: 08/11/2022
We've posted our warranty policies on another BBB complaint. Also, since the customer did imply legal action, we can no longer communicate with her. She should have her attorney contact our legal team going forward.Customer Answer
Date: 08/17/2022
Complaint: ********
I am rejecting this response because:I reject this because I never stated I had contacted an attorney, I simply stated I was looking for recommendations for product warranty attorneys should Tempurpedic continue to deny my warranty request I feel this business is using this as a tactic to reject my claim and not honor their warranty
Sincerely,
******* *******Initial Complaint
Date:07/22/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Sealy shipped a faulty product to my home which arrived partially unwrapped and damaged. Specifically the hybrid chill mattress w extra chill top.
Sealy was notified on July 9, 2022.
It took them until July 19, 2022 to advise of a resolution/replacement but provided no valid order number with shipping confirmation and refuses to expedite the replacement.
“ The tracking number will not be available until the order ships” (******* H)
“ I discussed this with my supervisor and an expedite on the new item is not approved at this time” Sealy (******* H)
They also want me to schedule pickup of the original faulty (top misaligned and coming off) mattress with another company and told me to call back on Thursday if I haven’t heard anything about the replacement.Business Response
Date: 07/22/2022
We are unable to provide a tracking number until our products are ready to ship. This particular product is made to order. Once the product is completed and packaged, it's put in the shipping queue and then assigned a tracking number which is emailed to the customer.Initial Complaint
Date:07/22/2022
Type: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 tempur-Pedic mattress and adjustable base through Tempur-pedic on March 28th using employee discount. On April 12 I was told only the mattress will be delivered. Since without a base I would have to place the mattress on floor, which means warranty would be canceled, so I had to reschedule to May 6th. I had to quit working with ******Furniture on April 22. My order # ************ was still not delivered. So on May 5th I received a call to deliver I had to rescheduled since I am in the middle of remodelling my home. I told them I would like a June delivery. They told me to call back when ready to schedule. I was never told the order would be canceled if not delivered then. When I called to schedule I was told the order was canceled. I never received a phone call from tempur-Pedic customer service to let me know if no delivery, order will be canceled, I would have had arranged for items to be delivered in boxes, but I never got the chance. Order was canceled by someone from Tempur-Pedic and refund was done on 5/25/2022 back to my cc that I used. I contacted the Tempur representative Ebony Harrison by email and she only said she is on vacation-never got back to me. No one told whom to contact to resolve the issue till I found the phone number 800-821-6621 for customer service a case #410292 opened by ***** on 7/8 to look through issue & get back to me. He started since it was canceled then order needs to be rewritten off course I would lose the the original contract discount since I am not employed by ****** anymore. Called again & case # ****** 7/14 ***** got back stating due to multiple reschedule they had to pay storage fees, so no order can be rewritten. Another case #****** was done today. I need my sale order contract to be fulfilled due to I never canceled it. The price $1706.37 I am ready to pay that again. It is unfair to me to cancel the order without my knowledge. I only reschedule once due to remodelling. I feel I am being punished.Business Response
Date: 07/22/2022
We are researching this and will get back to the customer within two business days. It is now 1030am eastern time, July 22, 2022. Customer should hear back no later than Tuesday of next week.Initial Complaint
Date:07/22/2022
Type: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 13th, 2022, I purchased one Tempur-classic cotton set cool, gray-Split king sheets for $169.00+13.94 tax. I received the sheet set on July 18th, 2022. I opened the sheets and found a defect in one of the two fitted sheets. The defect is in the weave of the cotton. It is a weakened line in the weave that goes the entire length of the sheet. When held up to the light, you can see the light through the weave of the cotton. This line is weak point on the sheet that will tear.
I contacted Tempur-pedic on July 18th, 2022, after I saw the defect in the sheet. The person I spoke with opened a ticket number ******. The next day, July 19, 2022, I received an email from ***** at Temper-pedic he asked me to send him pictures of the defect in the sheet. I sent him the pictures. His response was as follows, "Thank you so much for the providing the photos. That seam on the sheets is actually normal and all sets you receive will have it." I have attached the same photos.
My response: "***** this not normal, only one of the fitted sheets has this defect. I have three sets of sheets I ordered from you over the past few years and none of them have this seam of weakened threads on them. I am not satisfied with your conclusion. I did not pay $182.94 for sheets with an obvious weakness in the threads. I want them exchanged for a new set that does not have any material defects."
I have not received any response from ***** or Temur-pedic to this email with my request.Business Response
Date: 07/22/2022
This concern has been resolved prior to receiving this case. We have exchanged the "questionable" sheet for a new one.Customer Answer
Date: 07/22/2022
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:07/19/2022
Type: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.
Last year I bought a very expensive stearns and foster bed, within a year and a half it has developed a sag that I could no longer ignore. I contacted Sealy directly and filed a warranty claim. After initially sending in multiple photos as instructed no one bothered to get back to me. I then had to call twice, each time with an average hold time of 30 minutes, and during both calls I was instructed to send in just one additional photo. These photos are extremely time consuming, as they require the bed to be stripped, however i complied. After sending in three rounds of photos and being to told i satisfied the proof in needing a replacement, I was then abruptly informed that an inspector will need to come out and do an inspection simply due to the fact i had sent in multiple emails (that they asked for). it’s been over a week now and still not even a call from the inspector to schedule a time and date. This is upsetting, i feel like. i’ve been bullied.Business Response
Date: 07/21/2022
Thank you so much for letting us know about your concerns. Warranty claims are handled at the point of purchase and you would need to back to your original retail store to handle this claim.Business Response
Date: 08/11/2022
Stearns & Foster mattresses are designed to work on a firm solid-surface, non-spring foundation or adjustable bed base that is structurally capable of supporting the weight of Purchaser’s Stearns & Foster mattress and user(s).
Please look at the third line in our description of what voids a warranty:
THIS LIMITED WARRANTY DOES NOT COVER:
Comfort preference
Physical abuse or damage to the structure and/or cover material, including but not limited to, burns, cuts, tears, liquid damage, or stains. However, if there is a warranty defect not caused by the abuse or damage, then the mattress would be covered under the limited warranty.
Damage associated with an improper bed frame, foundation, or adjustable base. See above description of a proper bed frame.
Replacement of another piece in the Stearns & Foster sleep system (e.g., mattress, adjustable base, pillows, etc.) unless the other piece is also defective.
Floor models or demonstration samples (“demos”).
Product sold by unauthorized resellers.
Product sold “as-is,” “preconditioned,” “reconditioned,” “used,” “comfort return,” “returned,” “previously owned,” or any other similar wording indicating that the product is not “new” or of “first quality,” or has previously been purchased or used by another consumer.
Normal indentations or sagging of less than 1 ½? for quilted or tufted top mattresses, or less than ¾” for flat top panel mattresses without any quilting or tufting. If it is determined that an indentation is caused by misuse, abuse or factors other than a product defect, this warranty will not cover that condition.
Odors
Mildew or mold occurring after use of the mattress.
Damage caused by other actions or events beyond Sealy’s reasonable control.Customer Answer
Date: 08/12/2022
Complaint: ********
I am rejecting this response because:Using “reasonable descretion” the mattress for all intentions and purposes was on a solid, firm, flat and stable foundation.
This is a mere attempt to get out of being held liable a for a defective bed.
Sincerely,
********* ******
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