Complaints

This profile includes complaints for Tempur Sealy International Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Tempur Sealy International Inc. has 11 locations, listed below.

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• 

  Tempur Sealy International Inc.

  1000 Tempur Way Lexington, KY 40511-1386

  
• 

  Tempur-Pedic North America , LLC

  170 Hillside Rd Cranston, RI 02920

• 

  Sealy Mattress Company

  1070 Lake Road Medina, OH 44256

• 

  Sealy, Sterns & Foster Mattress Company

  1705 Rockdale Industrial Blvd NW Conyers, GA 30012

• 

  Cocoon by Sealy

  9 Industrial Rd Belmont, MS 38827

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:07/19/2022

  Type:Billing 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 placed an online order #************ for a Tempur-neck pillow at 9:45pm 7/15/22. I canceled the order online at 8:06am 7/16/22. I received their notice ID # 416054 that they received my request & they would contact me. On 7/18/22 at 10:53am I sent an email requesting a cancellation confirmation. At 2:54pm I got an email stating they would get back to me. At 4:35pm I received notice that they shipped the canceled pillow. I do not want the pillow & do not want my credit card charged. I canceled my order in 12 hours & way before it shipped. They have a No Return policy.

  

  Business Response

  Date: 07/21/2022

  In fact, this shipment and the customer's request passed each other and for that we apologize. We did send the customer the following email: 

   

  Hi *****,
   
  Thank you for contacting us. My name is ******* and I'm with Tempur-Pedic Customer Support.
   
  I've had a chance to review your request.
   
  I am sorry, we are no longer able to cancel or edit this order. It has shipped/loaded.
   
  Once you receive the package, please reply to this ticket and I will assist with a courtesy return with no shipping cost.
   
  ******************
   
  
  Have a good day!
   
  *******
  Tempur-Pedic Customer Support

  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: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.

  Order number: ************  Just received these two pillows and tried them out right away and did not like the product. Upon calling to try to return the product I was told there was a no return policy on pillows. I bought the product because I was mislead to think you can try the product for 90 days. This 90 day return policy was sent along with the order emails and shipping email, and on the website where you would purchase the pillow. Upon closer inspection they put a small asterick saying it is for mattresses. This is very misleading and I feel scammed. I would have never purchased the pillows knowing that I can't return them. What kind of return policy is this when a customer does not like a product we are not able to return it? I would like a refund because I am not happy with the product and I bought this being mislead that you can try this for 90 days.

  

  Business Response

  Date: 07/19/2022

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

  Customer Answer

  Date: 07/22/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  please actually take the time to read what I wrote regarding the misleading placement of the 90 return policy.  
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 08/03/2022

  Thank you for your response. We do not offer a 90 night trial on our pillows. This trial only applies to current production model mattresses unless otherwise stated. Again we apologize, but we will not be making an exchange or return.

• Initial Complaint

  Date:07/15/2022

  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.

  Placed order on 31 May 22 for an adjustable base and split king mattress. Order #*********1177. The adjustable base arrive with no issues. On 11 Jun, I contacted customer service because the mattress tracking 1ZY864F*********09 had no movement. On 13 Jun, they responded that the shipment had been lost and would issue a replacement that would take 3-5 days to arrive; I was not provided a tracking number. On 24 Jun I asked for a tracking number for the replacement order and was told UPS deemed that second package lost. A third shipment was processed 1ZY864F*********02 & 1ZY864F*********00. Only one mattress arrived. On 5 Jul, customer service said the other tracking was once again deemed lost by UPS. A fourth order was processed with 2nd day air but was not provided a tracking number. As of 15 July the fourth replacement order has still not arrived. I was charged the full amount of $5471.62 but over 30 days later have not received my full order.

  

  Business Response

  Date: 07/21/2022

  We certainly do apologize for this inconvenience. We are looking into this concern right now.

• Initial Complaint

  Date:07/15/2022

  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 ordered a Split-King mattress w/ adjustable frame the Friday before Memorial Day. After an excruciatingly painful experience having to manage Tempur Pedic broken shipping process between DHL and UPS I cancelled my order. My order was cancelled mainly because DHL wanted to install the frame, but my mattresses weren't shipped. I spent hours on the phone with Tempur Pedic and finally given 2 shipping numbers. The arrival date comes and goes, 1 random twin mattress shows up (not the tracking that was provided). I call UPS, those shipping numbers only show as being created but items never received. Fed up, I called Tempur Pedic and cancelled. 3 weeks went by before they came and picked up the random mattress and 2 pillows that I received. Now nearly 3 months later my refund still hasn't been processed, even though a supposed manager promised me in June it would be handled.

  

  Business Response

  Date: 07/21/2022

  We certainly apologize for the delay regarding the customer's refund. This issue is being looked at by the appropriate department this minute.

• Initial Complaint

  Date:07/15/2022

  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.

  This is the second time I have a problem with Tempurpedic mattress. The mattress has like a sinkhole where we make more pressure. I filled a claim and they have a very bad form to determine if the mattress has problems or not. They use a coin and a stick. But there is no way to prove the mattresses have problems when you sleep. They said the coin must be 1/4 inches down. But my problem is making pressure.
  They just don't agree to make another test or something different.
  I sent multiple pictures of the problem and they don't really care. My back is having a lot of pain because of the mattress and also my wife is having same issues.

  

  Business Response

  Date: 07/20/2022

  The Tempur-Pedic warranty only covers, "Deterioration causing the mattress to have a visible indentation greater than three- fourths (0.75) of an inch that is not associated with an indentation or sag which results from use of an improper or unsupportive foundation or adjustable bed base." 
  
  Our warranty uses a method to measurement a potential sag with a straightedge, like a bridge over a valley, over the area of concern to visually review the depth. We ask the customer to use a quarter or ruler next to this straightedge as a measurement tool to evaluate the actual depth. A quarter measures 1 inch. With this process there cannot be any added pressure to the area of concern. 
  
  The customer's warranty claim does not show any manufacturing defects and does not qualify for a warranty replacement. 
  
  Customer was denied warranty replacement due to the mattress not meeting warranty requirements of 3/4 an inch of sagging or more. To qualify for a replacement due to sagging or permanent indentations, the mattress must have a permanent dip/sag that measures to at least 3/4 an inch or more without weight or pressure being applied to the mattress. The customer was offered a potential resolution to their situation and declined the resolution suggested.

  Customer Answer

  Date: 07/22/2022

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

  If you can see the attached pictures with just 10 pounds, imagine how the mattress behaves with myself. Is obvious the mattress has some issues and you don't want to accept it. There is prove of the issues other than a coin and a stick. I am pretty sure you are having more claims because of the same issues I am reporting and I am telling you, my back and my wife back started having issues because of you. I am not sure because I am Hispanic you don't want to help here but the proof are there and you just don't want to see it.

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

  

  Business Response

  Date: 08/04/2022

  The Tempur-Pedic warranty covers indentations of the mattress that measure 3/4" or greater, without any applied weight. According to the photos the customer's mattress does not meet these requirements.?
  
  To qualify for a replacement due to sagging or permanent indentations, the mattress must have a permanent dip/sag that measures to at least 3/4 an inch or more without weight or pressure being applied to the mattress. The customer was offered a potential resolution to their situation and declined the resolution suggested.