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.
- 184 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:02/27/2025
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.
Purchased a Tempur Pedicure mattress from an authorized retailer. The foam has separated in an area where I can fit a fist into the area. I took several pictures and began the warranty process. Once I began the process I realized they wanted very specific pictures. I followed the directions and submitted the pictures. The next day the claim was denied due to staining. It was explained that I misused the product and if there is staining it voids the warranty. I responded that it was not staining and shadows from me taking the pictures. I even included several pictures to show there was no staining. ******* *. Has obviously refused to look at any of the additional pictures and continues to say the warranty has been voided. I’m convinced this is their process and will continue to deny you until you give up. We have our last Tempur Pedic for 17 years before the material broke down. This one three years in and the foam is breaking down. I have requested that he look at the additional pictures, ask for contact information for his management and have tried to communicate, but he continues to deny my requests.
Business Response
Date: 02/27/2025
The photo where staining is quite visible is what is denying the warranty claim. Stains, not shadows. When liquids of any type are introduced to the mattress, the foam absorbs the liquid and will start to break down, causing sags. Per Company policy, the decisions of the Warranty Team are final.Customer Answer
Date: 02/27/2025
Complaint: ********
I am rejecting this response because:
show me in the attached picture where there is staining. The original picture I sent per you instructions show a shadow and in the attached image there is no shadow or staining in the area.even if there was staining in another area then refer to this part of your warranty.
However if there is a warranty defect not caused by the abuse or damage then the mattress would be covered under the standard warranty.
Sincerely,
***** ***********Business Response
Date: 02/28/2025
Thank you again for your patience. Per your request, we've attached the photo with the stains circled in red. It's because of these stains, we're unable to approve your warranty claim.Customer Answer
Date: 03/04/2025
Complaint: ********
I am rejecting this response because:
The picture you are using to reject my warranty is of the mattress cover that has sweat staining from my wife due to her menopause. Which is no where near where I can fit my entire fist into the area where the foam is splitting apart. The area that you are circling is in red. The area where the defect is located is in blue. Your own warranty states the following: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 standard warranty.
Your company is well aware that the top cover unzips off of the mattress and the staining you are referring to has nothing to do with this defect warranty submission. I have sent plenty of pictures showing the defect which is on the opposite side of where my wife’s menopausal sweat stain is. So show me the problem that your company has with the picture in where I followed your instructions with a broomstick and a quarter. This is just another example of how a company will deny people until they give up. Back your product like the company you used to be!
Sincerely,
***** ***********Customer Answer
Date: 03/05/2025
Complaint: ********
I am rejecting this response because:
The picture you are using to reject my warranty is of the mattress cover that has sweat staining from my wife due to her menopause. Which is no where near where I can fit my entire fist into the area where the foam is splitting apart. The area that you are circling is in red. The area where the defect is located is in blue. Your own warranty states the following: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 standard warranty.
Your company is well aware that the top cover unzips off of the mattress and the staining you are referring to has nothing to do with this defect warranty submission. I have sent plenty of pictures showing the defect which is on the opposite side of where my wife’s menopausal sweat stain is. So show me the problem that your company has with the picture in where I followed your instructions with a broomstick and a quarter. This is just another example of how a company will deny people until they give up. Back your product like the company you used to be!
Sincerely,
***** ***********Business Response
Date: 03/05/2025
The decisions of the warranty team are final and cannot be overturned.Customer Answer
Date: 03/05/2025
Complaint: ********
I am rejecting this response because:
this response from your company proves my point. You just waited for me to give up and move on. If this was your absolute decision from the beginning why did we have a back and forth conversation. I proved my point, your company warranty proved my point and I find it offensive that you treat your customers like beggars on the street, pleading to back your product. Sir to say a decision is final and that your people are infallible is a dangerous business model. I ask you to reconsider and continue this conversation.
Sincerely,
***** ***********Initial Complaint
Date:02/27/2025
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 May 30, 2020, I purchased a Tempur-Pedic hybrid mattress (sales receipt attached). This purchase is covered under a 10 year limited warranty. The mattress now shows deterioration in the foam and springs on one side, incompatible with typical wear and tear. We have submitted a warranty claim to the company online, as advised, and were told to wait 7-10 business days for a response. After no reasons from the company we logged a second request online and were again told to wait 7-10 business. It has now been 12 business days since our second request, and the only communication I have received for the company is a form letter telling me the claim was received and another form letter asking for our patience as team members process claims in the order in which they were received.
We feel the company is ignoring our warranty claim and hoping we go away. We are seeking replacement of our mattress, which is covered under the their 10 year limited warranty.Business Response
Date: 02/27/2025
The customer was sent an email on Feb 14, 2025 with a warranty claim approval. We invite the customer to call us M-F, between 10a - 6p Eastern time and ask for the Escalations Team. We'll be more than happy to connect with the customer and resend the email in question.Customer Answer
Date: 03/02/2025
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,
******* *********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
Date:02/25/2025
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.
Date of Transaction: October 2024
Amount paid: 6157.47
What the business committed: Split king Mattress set
Nature of dispute: Beds are undersized, in all measurements with one bed size not matching the other. Total undersized area greater than 2 cubic feet. The purchase was disputed with Wells Fargo Bank, and the dispute was approved. Tempur-Pedic then sent the account to Trans World Collections for debt collection. The same dispute and correspondence were sent to Trans World Collections, who in turn closed collections and sent them back to Tempur-Pedic. Several emails have been sent to Tempur-Pedic to pick up mattresses. All information, emails, and videos can be provided with necessary information as needed. Thank you.Business Response
Date: 02/26/2025
After reviewing the consumer's information, we requested specific information asking for measurements based on the guidelines for measuring said mattress we provided, including diagrams. As he failed to comply with said request, we considered that matter closed. Until he's willing to send us evidence of his concerns based on our prescribed methods of measurement, it will remain closed and we will proceed no further.Customer Answer
Date: 02/27/2025
Complaint: ********
I am rejecting this response because:
All measurements were provided along with videos as requested by the company. Until they saw that the measurements did not match. In additional correspondence they claim they sent an additional email, which was never received, and when requested, I was told they could not find it. Replacement mattresses have been purchased and match the specific size as advertised, which would refute Tempur-Pedic’s claim of “Industry Standard”. The tempur-pedic mattresses are ready to be picked up.
Sincerely,
***** ******Initial Complaint
Date:02/24/2025
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.
Dear Better business buroe,
In august of 2023 i received a ******* * ****** *** estate mattress King, medium and top fabric start ripping badly. the warranty is 10 years,
I submit all pictures showing the issue to ******* * ****** and warranty claim is attached to my email *******************.
They denied the claim but its obvious material defect issue.
please help with caseBusiness Response
Date: 02/24/2025
Unfortunately, our warranty does not cover rips and tears to the fabric.Customer Answer
Date: 02/25/2025
Complaint: ********
I am rejecting this response because:I have a seriouse issue with one almost not used matress but 2nd heavily used one is fine. It's a quality issue with specific one of the most expensive luxury matress.
The ripping fabric is a seriouse concern for ****** *** ****** and have to be taken care.
Sincerely,
****** *******Business Response
Date: 02/25/2025
Our limited warranty cover against manufacturing defects. Fabric tears are not considered manufacturing defects.Customer Answer
Date: 02/25/2025
Complaint: ********
I am rejecting this response because:I considering all material deffects as manufacturing deffect same as all over the world warranty for luxury product. You cant refuse it coz its your material and production.
Pleace take an appropriate action asap
Sincerely,
****** *******Customer Answer
Date: 02/27/2025
Complaint: ********
I am rejecting this response because:I considering all material deffects as manufacturing deffect same as all over the world warranty for luxury product. You cant refuse it coz its your material and production.
Pleace take an appropriate action asap
Sincerely,
****** *******Business Response
Date: 02/27/2025
We stand by our policies and procedures and our original response.Customer Answer
Date: 02/27/2025
Complaint: ********
I am rejecting this response because:Dear BBB,
Please help to reconsider ***** *** ******* to be responsible for product, normal waranty and fix the issue.
They dont care about customers and quality. Please help
Sincerely,
****** *******Initial Complaint
Date:02/21/2025
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 February 13, 2025, I placed an order for a Travel Comfort Pillow and a Travel Neck Pillow. My order total was $118.13, and my order number is ************. While I have received the neck pillow, the comfort pillow has yet to be delivered (2/20/25).
Shortly after my purchase, Tempur-Pedic launched a Buy One, Get One Free (BOGO) promotion on the same products I purchased. Since my full order had not been received yet, I promptly reached out to their customer service team to take advantage of the promotion. My request was declined, citing a no-return policy on pillows. However, I was not trying to return any items, just asking to benefit from a sale that started only a day or two after my purchase.
As a long-time Tempur-Pedic customer, I have purchased several of their products, both online and through third-party retailers such as ****** and mattress stores. While not all my purchases may be attached to my account, I have consistently supported the brand. Given my loyalty and the small nature of my request, I feel disappointed by their lack of flexibility in honoring the promotion.
I do not believe I am asking for much—just a reasonable accommodation to receive the same promotion that launched shortly after my purchase. In today's economy, every dollar counts, and this small courtesy would have made a difference to me as a customer. I am seeking a resolution where Tempur-Pedic honors the BOGO promotion for my order.Business Response
Date: 02/21/2025
We believe that the customer has been contacted and his concerns resolved.Customer Answer
Date: 02/21/2025
I just received the following email with a resolution for my complaint: This case can be closed as it was resolved to my satisfaction.
******* **************
*** *** ***** ******* ***
** *****
Thank you for contacting Tempur-Pedic.
We are writing to confirm that your refund request has been successfully processed.
Refund Details:
Amount: $32.51
Please allow 7-10 business days for the refund to reflect in your account. The exact processing time may vary depending on your financial institution.
Please note, you may see a pending credit prior to this time frame that disappears and is replaced a few days later by the finalized credit. This is normal, so please do not be alarmed.
Thank you!
*******
Consumer Care
Tempur-Pedic North America
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,
**** ********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
Date:02/20/2025
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 a mattress with special base to track my sleep. It was one of the selling features of the more expensive base. 2 or 3 of 7 nights it has massive holes in sleep tracking or stops early, some nights it does both. I am unable to contact anyone on support for why this keeps happening and I didnt pay extra thousands for inaccurate incomplete sleep tracking. It is only 3 months old and its been happening constantly.Business Response
Date: 02/21/2025
The customer wanted "online" support, which we do not offer. The first step is to speak to our Base Support team in order for them to do a "telephone triage". If the telephone triage is unsuccessful, the next step would be to assign a service technician to visit the home. We apologize to the customer if this procedure is not convenient for them but it is the only way we do this.Initial Complaint
Date:02/18/2025
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.
Feb 8, 2025
Order Total
$2,439.90
Purchase of bed frame and mattress and delivery
They are refusing to refund my money. They are trying to charge 175 to refund. I have not received the product. They claim if you do not cancel within 2 hours they will charge you 175 for a refund. Their phone and online support were offline over the weekend when the order was placed, I called the minute the phone support was online on monday morning. I emailed them and tried to call them over the weekend, no response, then they claim you did not cancel in time.
They are still holding my money, I issued a credit card dispute and their supervisor is refusing to refund me as well trying to narrate why their fraud is legitimate. The order status is listed as canceled for the mattress, I have not been refunded for that. The bed frame is listed as shipped, I contacted the delivery company and had it canceled right away with no issues. This is solely Tempur Pedic refusing to refund me and cancel my order. The delivery company said a truck comes to pick up the canceled orders with no problems and it gets sent back. So this is solely Tempu Pedic lying and committing fraud. I want all my money back and never deal with these people again.Business Response
Date: 02/18/2025
We are not refusing to refund the customer's money. His mattress had a pre-authorization amount assigned to it. The mattress never shipped, so the pre-authorization waiver is in process. The base did not ship either. We do have a published Cancellation policy which can be read here. If a customer wants to cancel their order, but doesn't make that request within the initial two hours of the purchase, the customer is subject to a $175 plus tax cancellation fee : **************************************************************************************************************
Again, because the cancellation was not done within the initial two-hour window, there is a charge of $175 plus tax and that will not be waived.
Customer Answer
Date: 02/18/2025
Complaint: ********
I am rejecting this response because:You have not refunded me the amount of $2,439.90. I have not received anything at all at this point, my money or the product. This is fraud. I will take this to small claims if I have to. Give me my money back.
Sincerely,
***** ********Business Response
Date: 02/21/2025
The customer advised us that he wanted to cancel the order. That was on February 19. Our refund process takes 7-10 business days, which do not include Saturdays, Sundays or bank holidays.Customer Answer
Date: 02/24/2025
Complaint: ********
I am rejecting this response because:You are lying, I called on February 9th your phone systems was down. I called again on Monday at 10 AM to cancel the moment your phone systems were online again. It was physically impossible to cancel my order any earlier than this time.You haven't looked at my order or ticket history.
It is 2/24 I have not received any of my money back. I canceled my order on February 10th. That is much longer than 7 to 10 business days. This is a scam, you also are attempting to mark it as a "return" and charge me an additional $175 which is fraud. I dealt with your horrendous support staff and tried every avenue possible, i STILL DO NOT HAVE MY MONEY BACK!
Sincerely,
***** ********Customer Answer
Date: 02/25/2025
Complaint: ********
I am rejecting this response because: You are lying, I called on February 9th your phone systems was down. I called again on Monday at 10 AM to cancel the moment your phone systems were online again. It was physically impossible to cancel my order any earlier than this time.You haven't looked at my order or ticket history.
It is 2/24 I have not received any of my money back. I canceled my order on February 10th. That is much longer than 7 to 10 business days. This is a scam, you also are attempting to mark it as a "return" and charge me an additional $175 which is fraud. I dealt with your horrendous support staff and tried every avenue possible, i STILL DO NOT HAVE MY MONEY BACK!
Sincerely,
***** ********Business Response
Date: 02/26/2025
$1,411.72 was refunded on February 19. The refund window is 7-10 business days(not including Saturdays, Sundays or bank holidays) and the money will go back onto the original form of payment.Customer Answer
Date: 02/27/2025
Complaint: ********
I am rejecting this response because:You are ignoring what is written in this statement and screenshots. The amount is not for $1,411.72 the amount owed is $2439 . This was clearly visible from the beginning. The dispute is you refusing to refund me, I had to dispute the charge with my credit card company because your supervisors and employees REFUSED to refund me.
Sincerely,
***** ********Customer Answer
Date: 02/27/2025
Complaint: ********
I am rejecting this response because:You are ignoring what is written in this statement and screenshots. The amount is not for $1,411.72 the amount owed is $2439 . This was clearly visible from the beginning. The dispute is you refusing to refund me, I had to dispute the charge with my credit card company because your supervisors and employees REFUSED to refund me.
Sincerely,
***** ********Business Response
Date: 02/27/2025
A refund of $1411.72 was initiated on February 20. The refund process takes 7-10 business days which do not count Saturdays, Sundays or bank holidays. Looking at a calendar, today, February 27, is business day number 5.Customer Answer
Date: 02/27/2025
Complaint: ********
No, it was initiated a week prior to that. Stop lying.
***** ********Initial Complaint
Date:02/18/2025
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.
Warranty Claim Denied Due to Small Stain – Unacceptable Experience
I am extremely disappointed with my recent experience regarding a warranty claim for my deteriorating mattress. Over the years, the integrity of the mattress has completely failed, with both sides sinking beyond the company’s own “silver quarter” policy. Despite this clear defect, my claim was denied due to a small stain the size of a silver dollar—an absolutely unreasonable excuse.
There are no stains near the areas where the mattress is visibly sinking, yet the company dismissed my claim entirely based on this minor issue. When I attempted to escalate my concerns to upper management, I was met with dismissiveness and poor customer service.
This is not just frustrating—it’s deceptive. Even if my mattress were spotless, what would the company do with a broken, 7-year-old mattress? Resell it? Of course not. This feels like a deliberate tactic to avoid honoring their 10-year warranty.
I will be sharing my experience across all platforms, including online review sites, Reddit forums, and I am currently in contact with my local news station to bring public attention to this questionable policy. I believe consumers deserve to know the truth before making a purchase. Additionally, my PR firm is assisting me in ensuring this issue is widely exposed.
Consider this a warning to anyone considering this company—be cautious. This warranty process is not what it seems. Stay tuned as I work to protect others from having a similar experience.Business Response
Date: 02/18/2025
We have attached the portion of our limited warranty, as published on our website below. Please know that if ANY fluids/liquids are spilled onto a mattress, that moisture is absorbed by the Tempur material (foam) and that can cause the breakdown of the material causing dips and/or sags. When this damage happens, the warranty is immediately no longer available to the customer
THIS LIMITED WARRANTY DOES NOT COVER:
A normal increase in softness or decrease in firmness of the TEMPUR® pressure-relieving material because that does not affect the pressure-relieving qualities of the mattress.
Comfort preference. For example, changes in how the mattress feels to you, changes in the perceived level of firmness or softness, changes in responsiveness or “bounce” of the mattress, or any other personal “feel” characteristic is not covered by the Limited Warranty.
Physical abuse or damage to the structure and/or cover material, including but not limited to, burns, cuts, tears, liquid damage, or stains. This Limited Warranty does not cover damage, deterioration or degradation of the mattress due to liquid exposure, either singularly or over time, including, but not limited to: bodily fluids, beverage spills, animal waste, cleaning products, or any other liquid or moisture exposure.Initial Complaint
Date:02/18/2025
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.
FILED A WARRANTY, WE ARE 4 YEARS INTO OUR MATTRESS. THEY FIRST DENIED US WRONG FOUNDATION, BUT WE HAVE THE MATCHING FOUNDATION THAT GOES WITH THE MATTRESS, THEN THEY DENIED US NOT THE RIGHT COVER, AGAIN WE HAVE THE RIGHT COVER, NOW THEY AE SAYING ITS THE STAINS ON THE MATTRESS THAT CAUSED MULTIPLE DENTS IN THE MATRESS, BUT THIS IS ALSO INCORRECT AS THE STAIN ON THE MATTRESS IS NO WHERE NEAR THE HOLES. THEY SIMPLY REFUSE TO HONOR THE WARRANTY AND KEEP GIVING ME EXCUSES. MEANWHILE MY BACK IS HURTING AND I HAVE NO COMFORTABLE BED TO SLEEP ON. I SIMPLY WANT MY MATTRESS REPLACED.Business Response
Date: 02/18/2025
The customer has advised us he is having his attorney contact us. We are no longer able to communicate with this customer.Customer Answer
Date: 05/29/2025
Complaint: ********
I am rejecting this response because:There is no lawyer they are lying to you. Why do they continue to lie this way and not be responsible for their products warranty is incredible. What should I do now? Does the Bbb have any guidance when the facts don’t match at all? I have every message from tempurpedic flagged and there is nothing from bbb or them regarding this!!! This is not fair at all. I am disabled sick and frustrated with the entire process.
There is no help anywhere it seems. Sad situation for something such as an expensive bed!
So please advise what to do when they are just lying? There is no lawyer no papers filed nothing.
Sincerely,
****** ****Business Response
Date: 05/29/2025
The Mattress is heavily stained, and so a clear violation of our warranty policy, any information about our warranty policy or other policies can be found directly on our website, we stand by our original decision for this warranty claim.Initial Complaint
Date:02/11/2025
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.
Our mattress has a 10 year warranty and we have reached out to the company with no response. After reading many social posts it seems this is a practice of theirs. They also deny the claims when people persist to redeem their warrantyBusiness Response
Date: 02/11/2025
While investigating this customer's claim, we cannot find her name in our database. Please know that having a ten year limited warranty does not guarantee a warranty claim approval.Customer Answer
Date: 02/13/2025
Date Sent: 2/12/2025 5:56:07 PM
Complaint: ********
I am rejecting this response because:
Sincerely,
**** ******
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