Complaints

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

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• 

  Tempur Sealy International Inc.

  1000 Tempur Way Lexington, KY 40511-1386

  
• 

  Tempur-Pedic North America , LLC

  170 Hillside Rd Cranston, RI 02920

• 

  Sealy, Sterns & Foster Mattress Company

  1705 Rockdale Industrial Blvd NW Conyers, GA 30012

• 

  Tempur-Pedic Flagship Store

  4400 Sharon Rd Charlotte, NC 28211

• 

  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:02/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Tempurpedic Pro Adapt Twin XL medium hybrid in February of 2020 for $2,500. The last 6+ months I’ve been having an awful pain in my rib cage from what felt like a spring sticking in my side. The mattress was not sagging and visually looked fine. I went to a mattress store that sells Temurpedic products and explained the problem. They recommended removing the secondary cover to see if there was any issue. When I did this I found a huge gash in the foam exactly where my ribs fall on the mattress. I submitted. Warranty claim last Monday and I received a response that it was approved today. They offer credit for $2,500 - which is no longer the price of the pro adapt but the adapt model that has less cushion. I was then told it would be $400 more for the pro adapt (same model I had) and $175 for shipping, plus taxes. This was over $630 to fulfill a warranty to get the same mattress that was defective. I called, emailed, and spoke to several folks. They all said they could not upgrade the warranty to reflect the same mattress I had originally purchased and also couldn’t discount shipping. I explained this isn’t a luxury item for me- that I have several health related issues (recent neck fusion, back injuries, and numb right foot) and I was told they couldn’t do anything to assist. I’ve never felt so ripped off in my entire life. A+ is the wrong rating for a company who doesn’t care about their customers.

  

  Business Response

  Date: 02/11/2025

  The customer was simply asking us to alter Company policy, which we don't do. We were unable to fulfill his request.

  Customer Answer

  Date: 02/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was asking for the same mattress that I had previously purchased to be replaced with the newer version of the same item as the older version is no longer available. It is not the customer's fault that the mattress was defective and prices have raised significantly over the 5 years since I purchased the original item. I understand shipping cannot be waived -but to not provide the same mattress is unacceptable.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 02/12/2025

  We stand by our original response.

  Customer Answer

  Date: 02/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because they didn’t provide any additional information. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Customer Answer

  Date: 02/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I received short responses from the business that didn't say anything outside of the customer is asking us to change policy. The policy says " In connection with the replacement of a product in compliance with the terms of this Limited Warranty, if a purchaser elects to upgrade to a more expensive product, it may do so by paying the difference between the cost of the original product being replaced and the cost of the upgraded product plus the cost of any related additional sleep system pieces not being replaced as part of the warranty exchange." I am not looking for an upgrade. I'm looking for the same mattress I had originally purchased. The price has changed - but the model has not (I purchased a pro-adapt and they are offering me an adapt). As I'm not seeking an upgrade - but rather an even exchange - I believe their policy does not provide enough clarification to warrant charging an additional $400 for the same mattress I had before.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 02/21/2025

  When there is an approved warranty claim, per our policy, we give a credit to the customer that equals what they originally spent on the bad mattress, basically giving them their money back. We do not consider anything else. We stand by our policies.

  Customer Answer

  Date: 02/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the company states "When there is an approved warranty claim, per our policy, we give a credit to the customer that equals what they originally spent on the bad mattress." This unfortunately doesn't rectify the problem as prices have increased to purchase the same quality mattress. This means you are not honoring the exchange - you are refunding the customer - but only for use on another Tempur product. For me as the as the customer it means I need to spend $400 to get the same mattress, $175 for shipping, and pay taxes on a mattress that was faulty due to no fault of my own. If there was an option to receive the refund instead of paying for an equal exchange - I would have purchased another brand. This wasn't an option, so you are essentially forcing the consumer into a cycle of upgrades, exorbitant shipping fees, and the continued use of the same product - when the product was FAULTY to begin with. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:02/10/2025

  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 mothers name is : ***** ****** (which they dropped the I)
  Below are just some of the emails I sent to their company
  
  I had provided all the information to them
  She paid cash On 11/12/2024 and was canceled the next day
  $3,558.11, the sent her a check which we cashed minus $175.
  
  
  
  I am enclosing a copy of the receipt and also previous emails

  

  Business Response

  Date: 02/18/2025

  We're currently working with this customer on a satisfactory resolution. 

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a sealy mattress in 2020 with a 10 year warranty. I filed a warranty claim with sealy, I supplied pictures of the issues, I supplied the original purchase invoice, I have supplied the legal tags from the mattress. I have then been pushed back and forth between departments at Sealy. I worked with ***** and *** (*****'s manager) and was told in writing and verbally a comparable replacement would be sent and they would work out the details internally. I have now been contacted asking for more pictures from a different department that ***/***** says will handle the replacement. They have now indicated I need to send more pictures so they can start their review. I have been promised in writing a replacement to be sent by Monday 2/10. Now they seem to be sending me to another department and this is not acceptable.
  
  *****'s number is ************
  ***** number is ************
  **** * - ************ is the one that states more pictures are needed for review and that the replacement isn't approved.

  

  Business Response

  Date: 02/10/2025

  The customer was sent an email on February 7, 2025 advising that her replacement is on the way. We apologize for any delays. A *** tracking number was included in the email as well.

• Initial Complaint

  Date:02/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new adjustable bed frame from ******* * ******** an authorized dealer for Tempur-Pedic on 1/15/2022 for $4,598. They advised me it would be covered as long as I have provided proof of purchase. I provided Tempur-Pedic my receipt from ******* * ********. Tempur-Pedic then arbitrarily decided that I purchased a floor model because they saw the word "floor" written on the receipt I had provided. I contacted ******* * ********, and they sent me the receipt of the original proof of purchase along with a letter from the store manager stating that the frame was purchased new and is covered under the manufactures warranty. I had forwarded the receipt and letter to the warranty department and the just refused to recognize the proof of purchase and told me they can't help me without reason.

  

  Business Response

  Date: 02/06/2025

  As the customer has been told, they went by the receipt provided to them. The receipt clearly shows "FLOOR". The decisions, policies and procedures of the warranty team cannot be altered.

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm having a terrible time with my Tempur-Pedic warranty claim. My mattress, a 2013 purchase, is still under warranty, but getting them to honor it has been a nightmare. Despite repeated attempts to contact them – emailing their general address and even the BBB-provided contact – I'm met with unhelpful responses from multiple, seemingly indifferent representatives. I've already sent photos clearly showing the significant indentation, but they're now demanding a photo using a stick, which would be slanted towards the end of the bed, which is a ridiculous and inaccurate way to assess the problem. Even so, I did provide these additional, pointless photos. Rotating the mattress, which I've tried repeatedly, is no longer an option since both sides are now equally affected. I'm convinced they're deliberately trying to frustrate me into giving up on the claim, resorting to generic, likely AI-generated replies and endless delays. The mattress is unusable due to the neck and back pain it causes, and I expect them to replace it as they are obligated to do under the warranty.

  

  Business Response

  Date: 02/04/2025

  The sooner the customer follows our directions, the sooner we can work on his warranty claim. The following email was sent to the customer on January 22, 2025: "Hi *****,
   
  We are not refusing to move forward with your claim. However, we must remain fair in our assessment. We can not use the photo provided at this time for your claim.
   
  You are welcome to reply back at your convenience with the requested photos."

  The customer must accept that the warranty team has set policies and procedures they must follow.

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Temper Sealy, During their black friday sales event, day before Thanksgiving. On their website, they advertised a 200.00 off for the mattress, plus a 200.00 visa gift card. I also got the adjustable bed frame, which had a promotion on it also. My issue is with the promotion of the mattress. The one I ordered qualified for the 200.00 visa gift card. When placing my order, it showed the visa gift card IN my cart, upon checkout. A few weeks passed, didn't hear anything, so I called customer service. Was told it was an error, and my issue was being refereed to that department so they can activate the offer, after that I could apply for the visa gift card on the website with my order number and zip code. That did not work. Called again, my issue was directed to the promotion department again, to reactivate the offer since it seemed to have expired, then I could try the web site again to claim my visa gift card. That did not work. Called again, my issue was forwarded to some other department, which told me the two discounts can't be combined, even though on the website, which I attached the screen shot of, Says "Up to 200 off + Visa Gift card+. As I said, the gift card was IN my cart when I checked out. This has been a very frustrating back and forth about this issue. I would not have ordered this expensive of a mattress if it was not for the gift card offer, otherwise it wouldn't have been much of a black Friday deal to even consider. Delivery and product is fine, no issue with that. Don't like being misled, was told it would be fixed a few times, and it wasn't, then told nope, can't combine them. Very shady business practice over 200.00 offer I did qualify for, and was in my cart upon checkout.

  

  Business Response

  Date: 02/21/2025

  We apologize to the customer for any confusion, but we do not "stack" multiple promotions.

  Customer Answer

  Date: 02/24/2025

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

  It was stated on the website the gift card was available. It was in my cart upon checkout. Customer service said it was an error that it did not get sent out, and to wait a few days and try to redeem again. Was actually told, the mattress is bought did qualify for it.

   

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

  

  Business Response

  Date: 02/25/2025

  This is the email we sent to the customer regarding his request:

  Hi *******
   
  Thank you for providing this! You did receive the Black Friday Promotion! You also received the $200 Gift instead of the Visa Gift Card. Unfortunately the $200 Gift and $200 Visa Gift Card are not able to be combined as stated in the terms and conditions. 
   
  Let me know if you have any other questions and have a good day.

   

  We stand by our original statement.

  Customer Answer

  Date: 02/25/2025

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

  Your responses does not resolve the issue. Your website showed it was available upon checkout. It was in my cart. Your customer service representatives confirmed I did qualify for the gift card, even submitting trouble tickets on the issue, and even emailing me the link to redeem the gift card. Your response does not address this. This was an error on your website checkout process, and by your own customer service agents. The right thing to do would be to honor what a customer was told me, several times, instead of trying to save a few dollars trying to convince me it was my mistake which it was not.
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company Name: Tempur-Pedic
  Product: Luxe Breeze Mattress with Adjustable Base
  Purchase Price: $9,274.24
  Warranty: 10-Year Warranty
  Issue: Significant Sagging and Loss of Support
  
  Complaint Details:
  
  I purchased a Tempur-Pedic Luxe Breeze mattress with an adjustable base, expecting a high-quality, long-lasting sleep experience. However, the mattress has developed severe sagging, with noticeable 1-inch dips in multiple areas. Specifically:
  • Major sagging on the left side
  • Mild sagging on the right side
  • A rolling sensation toward the center
  • Loss of support and comfort, leading to aches and pains upon waking
  
  These issues have made the mattress uncomfortable and unsupportive, significantly impacting our sleep and overall well-being. My fiance who is currently bed bound is unable to rest comfortably and the bed is exaggerating her back pain. Given the 10-year warranty, I contacted Tempur-Pedic regarding these concerns. However, there has been no response to date, and I have not received clear guidance on whether the issue is due to the mattress or the adjustable base or both at this time.
  
  I am requesting that Tempur-Pedic honor the warranty by either replacing or upgrading the defective mattress and/or base.
  
  I have made a significant investment in this product, and I believe Tempur-Pedic should stand behind the quality and durability they promise. I would appreciate a prompt resolution to this matter.
  
  I appreciate your attention to this matter and look forward to a timely resolution.

  

  Business Response

  Date: 02/03/2025

  We have been in communication with the customer as of last week. The customer simply needs to follow the instructions our warranty team has sent to him, including a photographic example.

  Our warranty team has policies and procedures to follow and they've actively attempted to assist the customer. If what the customer provides us is not within what the Warranty Team needs, they canot halp him, as conveyed to hom in last Tuesday's email.

  Customer Answer

  Date: 02/03/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because a total of 14 photos were sent to Tempurpedic including full/partial view of the mattress sagging, precise measurements, and showing the defect using standardized objects such as quarters and AA batteries. All requested instructions were followed. This is a clear violation of their warranty policy given the sags are well above a 3/4 inch per the stated warranty policy. I will attach the communication correspondence to BBB. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:01/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a topper 1-18-25. Paid $236.90. UPS still states that they never received the item from Tempur Sealy, today, 1/30/25. I contacted Tempur Sealy/Tempur Pedic customer service 1/30/25. They stated that they will file a claim with UPS, will research this & contact me within 5 business days. I asked for a refund. They stated they cannot refund me & will contact me within 5 business days. I shouldn’t have to wait another “5 days for someone to contact me.”. I asked the customer service agent if he could escalate this. He said he couldn’t. I gave the customer service agent my new phone number and new email. The customer service agent said he cannot use this information.
  
  The customer service & business practice by this company is ridiculous & just TERRIBLE.
  
  They took my money 12 days ago & they lost the product. I want my money back.

  

  Business Response

  Date: 01/30/2025

  As we advised the customer, we are working on his delivery issue. Per our website, all topper orders are final sale. We will get the customer the topper he ordered, but there will be no refund.

  Customer Answer

  Date: 01/31/2025

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

  Tempur Sealy hasn’t been able to help, they still haven’t made any attempt to call me or take care of this problem.

  They never sent me the product and still haven’t refunded me.

   

• Initial Complaint

  Date:01/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a TempurPedic mattress and after nine months of sleeping on it, obvious defects formed in the mattress. The breakdown of the mattress became so bad that sleeping on it caused sever back, neck, hip and leg pain. I paid $3000 for this mattress that is supposed to have a ten year warrantee.
  
  I contacted TepmurPedic and filed a claim. They had me take pictures of the mattress and supporting frame and send it in to them. I did so and they said that since the mattress shows no sign of degradation in the photos then it is not defective. Nothing could be further from the truth of how it makes a person feel that sleeps on it. I have had four other persons try it out and they all had the same experience with sleeping pain that I did.

  

  Business Response

  Date: 01/27/2025

  The warranty team goes by the information or "proof" that a customer submits through their photographs. Per our warranty policy, there must be proof of at least a 3'4" sag on the mattress. The customer's photo was not done correctly. Instead of standing the quarter up against the stick, the customer simply laid a quarter flush onto the mattress. We highly suggest that the customer follow the instructions that were emailed to him and resubmit his warranty claim.

  Customer Answer

  Date: 01/27/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have already submitted new photos of the mattress. As seen in the photos, the mattress does NOT sag with no weight placed upon it. When a human body lays down on it, the body sinks into the troughs in the mattress much like a hammock. Again, this mattress has degraded in a span of a year. When we first got it, everything was smooth and supportive. After 9 months, it was causing mild discomfort and now it has gotten so bad that it is not possible for anyone to sleep on it without back, neck and hip pain. I paid $3000 for a mattress that is supposedly warrantied for ten years.     
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 01/28/2025

  If the warranty team cannot see a sag or dip of 3/4 of an inch or greater, the mattress is not considered to be experiencing manufacturing defects. We apologize to the customer but all decisions made by the warranty team are final.

• Initial Complaint

  Date:01/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/29/2024
  $164.72
  TEMPUR-Cloud + Cooling Pillow
  Size: Queen
  QTY 2
  Product was delivered Jan. 8th 2025
  I was not aware that TEMPUR does not allowed return of the product. When I place an order(see order screen), it didn’t had any warning that I am not able to return once I received an order. Given that I had to search to find out return is not permissible, it’s not fair for me or anyone who place an order.
  Please help me to return, if they are not able to accept open product, I will return partial that I have not opened yet.

  

  Business Response

  Date: 01/27/2025

  We are not responsible if a customer does not read the return policy which is listed on the shopping cart before the customer makes a purchase. We apologize for the frustration, but we stand by our policy of all personal items (including pillows) being FINAL SALE items and not being eligible for return, refund or exchange.

  Customer Answer

  Date: 01/27/2025

   
  
  Complaint: ********
   
  
  I am rejecting this response because: Tempur has the responsiblity to inform its customer before completing the purchase.  Knowingly and willfully not disclosing the return policy during check out is deceiving to the customer.   If it warned that it's not returnable I would think twice to make a purchase.  I am not asking for the full refund, only partial that I have not opened. (I believe this is reasonable)

  
  Sincerely,
  
  
  
  **** ***

  

  Business Response

  Date: 01/28/2025

  Here is what every customer sees BEFORE they finalize their purchase on our website:

   

  Checkout
  Continue Shopping
  Questions?
  
  What is your return policy?

   

  We're sorry the customer did not read what was readily available to them.

   

  We will not be issuing any type of return, refund or exchange.