Reviews
This profile includes reviews for Tempur Sealy International Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 167 Customer Reviews
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Review fromLaurie S
Date: 09/10/2022
5 starsThis is how our complaint ended up. On 6/19/2022 I filed a review found below. It took months to get this issue resolved. It was finally resolved to our satisfaction. The process wasn't fun and one of the customer service representatives was ill informed and beyond rude. However, I found the rest of the department to be courteous, well meaning and helpful. The Department is lead by a gentleman that will truly listen, research your facts and try to see your point. If it is worth the effort and you honestly represent the facts, then it will be worth the result. Tempur-Sealy is with the effortReview fromChristine S
Date: 09/07/2022
1 starChristine S
Date: 09/07/2022
This process has been a nightmare since I ordered it, and now for the return/refund process which requires me to do research and coordinate with a non profit, including taking it to the non profit if they cannot pick it up- all of this just to get my refund. They do not even provide a list for me to take up this new part tie job just to get my refund.
I cannot move this by myself... I am a single woman. I never would have taken this chance to begin with if they would've advertised this mattress 100 night "guarantee" properly.
I am happy to have more work to do just to get rid of the mattress that absolutely kills my back to begin with, that was promised as simple and easy return promise, with no issues. I cannot believe this is their business model and they continue to get away with it.
The beginning of the process involved so much headache even receiving the mattress, which included them not processing the order for 5+ days when they advertise 48 hours. Then UPS got it mostly all the way here, only to state that the shipment was "over the weight limit" which was a complete cop out, as it got that far to begin with and was not over the weight limit listed on their site... it was actually well below that. I had to spend another 3-4 days contacting UPS and Sealy/Cocoon dept. back and forth to speak to a human who would give me a consistent answer. I will never order another mattress from this company again.
Tempur Sealy International Inc.
Date: 09/08/2022
Thank you for contacting Sealy-Cocoon!
TempurPedic is very sorry for your negative experience. That is certainly not our intention. Please let me explain a few things, such as:
If a charity cannot collect the item from you (whether by pick up or drop off) for some reason, we can have one of our white glove carriers collect the item from you - no issue, no stress.
Once the product or a document of donation is received, the refund will be released.
There is absolutely no reason for you to move the heavy mattress. The White Glove service will be happy to do that for you.
We appreciate your interest in Sealy products!Review fromVijal C
Date: 09/06/2022
1 starVijal C
Date: 09/06/2022
I heard many good things about tempur Pedic, so purchased one mattress topper called 'Adapt'. I was told it will be shipped in 15 business days, I waited for almost 30 days but no response, customer support even didnt know what's the status of my order or ETA.
I called almost 10 times in 30 days to get the status of my order.
Finally it arrived after 45 days, I opened it up and waited for 72 hours before use. It was marketed as 3' Inches topper but it didnt even 2' inches tall.
I asked Customer Support to replace or refund but they responded we have zero waste policy, we can't accept return or replace. I was surprised well know company like Tempur Pedic will have such poor customer support and product quality.
Never ever buy Tempur Pedic Products.Tempur Sealy International Inc.
Date: 09/08/2022
TempurPedic is very sorry for your negative experience. That is certainly not our intention. After reading through all your notes and communications, please understand that they were not consistent. First, we are apologetic that the delivery was slow because the toppers were out-of-stock due to the suprising number of topper orders for college-bound students. The deficiency was remidied as quickly as possible. You were apprised of this situation.
Although it states on the topper webpage that toppers can not be returned or exchanged, you asked to return. We denied the return based on corporate policy and full disclosure about topper non-return.
Lastly, the claim was that the topper is not 3-inches deep and you provided photos but none show dimensions. The warranty department would have quickly evaluated a defect-claim if they received photos to verify the depth.
We are sorry for the complaints you have registered because we considered each and tried to make you happy.Review fromPatricia B
Date: 08/25/2022
1 starWorst 3000dollar investment ever. The mattress started to sag and cause severe low back pain.The mattress is less than 2 years old. Sent pictures and required information as requested by company. Their solution was to give me 40 percent off another mattress. Why would I give them 2000 dollars for another mattress,. I would probably have the same problem again and I still owe 1000 dollars on the first mattress. They don’t care about you, only want your money.Review fromMatthew B
Date: 08/12/2022
1 starMatthew B
Date: 08/12/2022
This has been the most expensive and worst investment of my life. Two weeks after processing an exchange, you all still have not sent a required ticket so that the current mattress to be exchanged can be picked up and credited so that the new replacement mattress can be delivered. Today when I called to inquire about what the continued delay was, the agent actually hung up on me. She wouldn’t even allow me to speak to a manager about the incessant delays regarding this whole situation.Tempur Sealy International Inc.
Date: 09/09/2022
We are sorry that this customer has been inconvenienced. This is certainly not what we want for our customers. I am working hard to improve your experience. All orders and pick-ups have been processed and performed.
Thank you for allowing me to assist you today. Please rest assured that I addressed all the concerns you shared with us. Thank you for being part of the TempurPedic family.Review fromMariah C.
Date: 08/08/2022
1 starI ordered a mattress over memorial day of 2022 and their website had said that it would be delivered within two weeks. I waited a month and nothing. They charged me the cost of the mattress already which based on their website should have meant it was made and shipped. I called their customer service who were clueless about the situation. They initially told me that the mattress had been made and was held up at the delivery service. I called the delivery service and they had no such ticket. I called the customer service back and they changed their story. They said they didn't have the materials to make the mattress. They 'escalated' the situation and told me they would contact me. A week later of silence, I called back and customer service was again clueless. The 'escalated' person said this had happened to someone else and they would contact me. Another week went by of silence before I called again and was told the same thing. This has been going on for almost three months and I've given up hope on actually getting my mattress or be given a consist story from customer service. I have asked for my money back and will never buy a Sterns and Foster product again. Their customer service is awful and a complete waste of time. If they were on backorder or something, all I needed was to be informed. They should have never charged me until they actually had a mattress to buy.Review fromBill M
Date: 08/05/2022
1 starBill M
Date: 08/05/2022
Poor business practices! They buried warranty restrictions deep in the fine print that nobody reads, and their website is plastered with 90 day guarantee. Do not trust them.Tempur Sealy International Inc.
Date: 08/11/2022
Thank you for reaching out. After reviewing your information, it appears you ordered one of our Tempur Toppers. It does not have a trial period. Our mattresses are the only items that come with a 90-night trial. We're sorry for any inconvenience this may have caused.
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