ComplaintsforTempur Sealy International Inc.

• Initial Complaint

  10/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I recently ordered a Tempur-Pedic mattress topper for my boss. After placing the order, I received an email from Tempur-Pedic stating that I needed to provide them with copies of confidential documents (credit card bill, utility bill, etc) in order to prove my address. These documents are private and confidential. Releasing them puts my boss (and all consumers they ask this from) at risk and vulnerable to identify theft and scams. This is not a government agency that has the right to request documents of that sort, this is a commercial company selling a retail product! They do not have the right to ask this of their consumers, especially in this day and age when virtual scams are growing rapidly. If they need to verify an address, it should be done in a safe and secure manner.

  

  Business response

  10/14/2024

  Whenever an order is held for confirmation, it is to protect the customer. The only way to confirm that someone is not attempting fraud is to "prove" who they are by submitting documents that prove as much. If the customer refuses, we simply will not ship the order.

• Initial Complaint

  10/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased this mattress after being swayed by their advertisement, but the actual product left me disappointed. I opted for the ******** Firm bed, hoping it would help alleviate my back pain. Having searched for a firm mattress for quite some time, I decided to invest about $5,000, assuming that something this expensive would provide real relief. However, this bed turned out to be worse than my previous one, which cost only a fifth of the price. It’s hard to believe that a ********** mattress, which I paid much less for, offers more comfort than this one. Is it just clever marketing? If so, this practice is unfair to both customers and competitors who are making better products than Tempur-Pedic. The ******** wasn’t firm enough for me, so I contacted customer service to return it. That’s when I discovered a $175 return fee that they conveniently buried in the fine print. To avoid paying return fee and hopping to find a better one, I asked the customer service agent if they had a firmer option, otherwise, I was ready to proceed with the return. They recommended the ******** 2.0, and because it was an exchange, they promised to waive the fee. I thought that may work for me. But there was a catch: the sale would be final. When the new mattress arrived, I was even more disappointed—it was softer than the first one. Now I’m stuck with a bed that’s even worse, and I had to pay an additional $650 for it! It feels completely unfair that I was misled into an exchange that cost me more money for a worse product, with no option for a return due to their “final sale” policy. They hid the details in fine print and recommended a product that wasn't better than the last one, and now I feel tricked. It’s simply not right.

  

  Business response

  10/11/2024

  We're sorry to hear of the customer's comfort issues. The customer was advised of the $175 shipping fee on his exchange as well as the final sale policy on his exchange as well.

  Customer response

  10/14/2024

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

  
  The fee policy was not made visible enough to me as it was highlighted "90-night risk free trial". Yes, I was informed that this would be a final sale. But your customer service agent recommended this model, claiming it would be firmer than the other option, which turned out to be completely false. I feel deceived, as I was pushed into an exchange instead of being given the option to return the item. This is unacceptable business practice.
  Your product seems to be of the same or even lower quality compared to other brands, yet you're charging a much higher price. Given how expensive your product is, this issue cannot simply be overlooked.
  Since no resolution has been offered, I will be reaching out to consumer protection and FTC to request a formal investigation. If they determine that hiding important policies in fine print is acceptable, I will accept their decision.

   

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

  

  Business response

  10/14/2024

  We stand by our original statement.

  Customer response

  10/15/2024

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

  That is nor fair and I am demined to take it further. You will hear from me shortly.

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

• Initial Complaint

  10/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1) Transaction took place on 9/29/2024. Purchased $6347.60 from their MAIN webpage and opened a credit to take advantage of their promotion. Received order confirmation on the same date via email. 2) Received another email on 10/1/2024 stating the order is being processed. 3) Received 3rd and final email on 10/2/2024 "Your Tempur-Pedic® order is ready to ship and will be picked up soon. Rest assured, we'll send a shipping confirmation email in 2-3 business days. Because we know it's hard to wait for life-changing sleep, you may check the status of your order on our website at any time." 4) Did not receive an update since and called the customer service line on 10/8/2024 5) They told me the mattress I purchased is no longer in stock and they can get me an "upgrade" from an item on their OUTLET website. 6) Voiced my concern about the item being "not returnable" since it's a closeout sale. She stated the item I initially purchased is also a closeout sale and isn't returnable and that I will see it on my receipt. I disputed stating that no where on my order confirmation and receipt did it state that my item is a close out. Her response is that I can cancel my order but I have to pay $175 fee then hung up on me. Why am I responsible for paying a fee for an item that they do have inventory of and failed to deliver and keep their promise? I also opened a credit card account which affects my credit. Why was I not notified about the initial purchase not being available, and I had to call them 6 days later from the final email. And to make matter worse, she hung up on me. I spent nearly $20000 on their mattress and this is how you treat your customers?

  

  Business response

  10/08/2024

  We do apologize for what sounds like confusion on the part of the customer service rep. The customer should call back at ************ and ask for the Escalations Team. Whomever answers will be happy to listen and guide the customer.

  Customer response

  10/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: What is with this half ***** apology? "it sounds like a confusion from service rep?"  What is the confusion about?  I purchased a mattress that you no longer have in stock so your customer service rep told me to get another mattress or I can cancel my order but I have to pay $175 for an item that you dont have possession of.... Then proceeds to hang up on me.   I also opened a credit line which affects my credit.

  So I am the one that needs to call again and request for an escalation team so I can guide YOU the business that failed to keep your end of bargain, charging me a fee, and hung up on me to find a solution?  

  How about a genuine apology to start?   How about reaching out your hand and ask what we can do to amend the relationship and make it right???  Or you just dont give af since I spent my money on your product and you will have plenty others?

  
  Sincerely,
  
  ***** ***

  

  Business response

  10/14/2024

  We stand by our original response.

  Customer response

  10/16/2024

  
  Complaint: 22396372
  
  I am rejecting this response because: I stand by my original complaint.  
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  10/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i ordered a matteress i paid almost 5000 after using it for 14 days i realized it was not the mattress I wanted and they excahnged it and yet again it was the wrong one and they refuse to exchange it this is a 5000 mattress and they said it would be no problem for exchange and yet they are ignoring me im so frustrated this isnt cheap and i cant sleep. please help i want an exchange

  

  Business response

  10/08/2024

  When a customer purchases a new mattress from us directly, they age given a 90 night guarantee so if they're not satisfied with their purchase the customer can either return the mattress for refund or they can exchange for a new mattress. The customer is only entitled to ONE exchange and that exchange (which is detailed in the email they are sent) is considered a final sale. If the customer believes there are structural issues with the second mattress, they can file a warranty claim.

  Customer response

  10/09/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  I called them 30 days after originally because they made a mistake on the first mattress, they told me I had 30 days and if I wasn’t satisfied, they would exchange it and then not living up to their bargain please help me this is not a cheap mattress. I need your help exchange it or give me my money back.
  Sincerely,
  
  **** ********

  

  Business response

  10/09/2024

  We are still standing by our original statement.

  Customer response

  10/11/2024

   
  Complaint: ********
  
  I am rejecting this response because: I complained 30 days of trying the firm mattress. I am 80 yrs. Old and have allot of medical problems. *** ********** ***** ** **********The mattress was very hard and extremly uncomfortable. I have been sleeping on my couch. My Dr. said, I should be on a soft to medium mattress. Not a firm! When I told the sales women my problems she should have known the right mattress to suggest for me. I had asked Tempur-Pedic to exchange the hard mattress for a medium. They delivered a medium hybrid . I was not informed that they were giving me a hybrid. I never wanted the hybrid. There was a lack of communication. I told them I didn’t want the hybrid and they said, they only do one exchange. I understand that it’s their policy .they should make exceptions . I asked for a refund and they refused!!  But, in their brochure it states , If we can’t find a way to make you happy , we will refund your money, less shipping charges and restocking fees. They refuse to refund my money. I’m stuck with a $3600 mattress that I can’t use.,I would like to have a refund. Thank You for any help you can give me!
  
  Sincerely,
  
  **** ********

  

  Business response

  10/11/2024

  The Regional Director over the S.E. has called the customer.

• Initial Complaint

  10/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 Tempur-Cloud Adjustable pillows May 1, 2024. After use for only a short few months, they are flat despite “fluffing” as recommended. No amount of fluffing is fixing the issue and they refuse to honor their warranty which states “Deterioration of the cell structure of the material that causes the product to not return to its original shape”. I had my previous pillows for 5+ years from them without this issue. I’m just asking to be treated fairly and either given a credit to purchase a different product (since this product is horrible) or sent new of the same pillows per their warranty.

  

  Business response

  10/02/2024

  Tempur-Cloud Adjustable Pillows are manufactured with chunks of memory foam that are intended to be adjusted by "fluffing" the item to ensure the foam is present in the areas of the pillow you require support the most. According to the images provided by the consumer, when compared to the images of the product on the purchasing page on our website (link below and screenshot attached), our Warranty team has determined (over multiple reviews of the claim and photos) that the pillows do not meet the requirements for warranty exchange. The pillows were determined to be setting in their manufactured state, and can be "fluffed" to gather the internal chunks of foam where support is needed.

  *******************************************************************************

  It was for these reasons that the warranty claim was denied. 

  Thank you.

  Customer response

  10/02/2024

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

  As I’ve stated multiple times, no fluffing or moving the foam around has helped this issue. This pillow is marketed as a medium/firm support and the consumer should not have to adjust the foam multiple times a night to prevent it from going flat. I am asking for you to treat me fairly and uphold your warranty and honor your commitment and stand behind your product. This product has only been used for less 4 months and is flat which is clearly a defect or enough fill wasn’t added. Please do the right thing and be fair to your customers because ultimately you are losing a long term customer over $100. 

  
  
  Sincerely,
  
  ****** *

  

  Business response

  10/07/2024

  We stand by our Company policy. All sales on our "personal" items are final.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered my mattress via the Tempurpedic online website. Mattress was supposed to be delivered last week. Appointment was set, we received a call and no one showed up, and now the mattress is sitting in some warehouse down the road. Our area wasnt affected by hurricane but yet they cant deliver for some reason. Tempurpedic customer service has no information, cant get ahold of the delivery service, and wont give me a refund. The customer service agent Hope was an argumentative snobby bitch. I should apply for a job at Tempurpedic so I can get paid to do nothing too.

  

  Business response

  09/30/2024

  DOT and the state of GA prohibited the delivery teams ability to be on the road in GA due to the hurricane. We have sent the CX a scheduling text for a delivery appointment. 

  Customer response

  10/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: ***** ******* ****** *** are all delivering. This is incompetence and laziness.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  09/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made an order for a mattress, pillows, and a 5" foundation on July 7th. July 8th I called them to request a change in the order to a 2" foundation. They charged me $175 to make that change. The delivery date was set for Saturday, August 10th. The delivery people showed up with the mattress and pillows but they only had the options of a 5" or a 9" foundation on the truck, neither of which were what I needed or paid for to exchange in the order so they were not taken off of the truck and the delivery guys made note of that for me. It was not their fault. So then I had to call and contact customer service again to request that they please deliver the correct 2" foundation that failed to be delivered. I also requested that they refund me the $175 they charged me since the exchange was apparently not made. I have waited 3 months for this foundation only to have them tell me that I have to receive it on a Wednesday or a Friday, no other option and would not accommodate me to deliver on Saturday again. I am a single mom who works full time and can not afford to take a day off work to fix this delivery issue, which is Tempur-Pedic's fault. I tried to email several times to no avail, so I used a rare 15-minute break at work to call customer service and asked to speak to a supervisor. The lady on the phone claimed that she was a supervisor and that there was nothing they could do for me. My only choice was to lose income in order to get my foundation or get a refund. So, I told her to refund me the money, and I will never use Tempur-Pedic again. What a horrible disgrace of "customer service." I have been without a foundation and waiting all of this time (3 months) for them to remedy their mistake, and they refused to do it (without costing me a day of income). She dared to put the whole blame on me for making the original order for a 5". Unbelievably rude and rigid and wrong. It should have been delivered as ordered on Saturday August 10th. I still need it.

  

  Business response

  09/27/2024

  We certainly apologize for any delay the customer has experienced. Tempur Sealy does not do deliveries. We have independent contractors that do our deliveries for us, so therefore, we don't schedule deliveries either. The delivery companies work for many companies and they have their own routes. Again, our apologies for any inconvenience this has caused.

  Customer response

  09/27/2024

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

  You were responsible for having the correct item that was ordered to be delivered on August 10th. You failed to have the correct foundation sent to me when it was supposed to be sent. This has resulted in an inability for me to ever receive it without your direct intervention. It was and is not the 3rd party's responsibility.

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

  

  Business response

  10/01/2024

  I apologize for any inconvenience or delay this has caused we are working to get this issue resolved

  Customer response

  10/08/2024

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

  The issue is still not resolved. 

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

  Customer response

  10/11/2024

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

  The issue is still not resolved. 

  Sincerely,
  

  
  ***** ********* ******

  

  Business response

  10/11/2024

  The customer was advised by the delivery company that she is in their "Zone 3", which means she is so far away from them, they only deliver 1-2 times a month in her area and not on Saturdays or Sundays. Additionally, we have refunded the customer for the cost of the base.

  Customer response

  10/14/2024

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

   

  I feel like I am discussing this with a brick wall. 

  When I made the order everything was scheduled to be delivered to me on a SATURDAY. If your business had done it's job correctly then I would have everything I ordered already. 

   

  The fact that your business failed to deliver the correct/ordered items has led to this complaint. 

  A refund has not remedied the issue and your company has failed to deliver the item that SHOULD have come to my home on the day,  or a day, where I can be present to receive it. A Saturday. As I originally paid for and planned ahead for. 

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

• Initial Complaint

  09/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pillow that was advertised as a medium firm. The pillow that arrived was a super soft at best. It compressed down to about an inch thick with just the weight of laying your head on it. I immediately contacted tempur pedic about the issue and was met with instant resistance. They quoted the return policy without even listening to the issue or offering any sort of help to fix the problem. They falsely advertised the pillow and refused to help in any way. They are a crooked company and stole my money. I was a life time customer and will never buy a single product from them again. I am also contemplating returning the mattress I had bought just weeks prior after this incident. They way they tested me and this situation is unacceptable.

  

  Business response

  09/25/2024

  If the customer believes there's a physical issue with his pillow, he is more than welcome to submit a warranty claim here: www.warranty.tempurpedic.com, but all sales of our pillows are final.

   

  Customer response

  09/26/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have already gone down that route and was met with the same resistance. They claimed that there is nothing wrong with the pillow and that there is nothing they can do. This company has stolen my money and left me with a pillow that was falsely advertised. Please look into the actual history of this issue before responding a generac response.
  
  Sincerely,
  
  ******* ******

  

  Business response

  10/01/2024

  A perceived comfort issue with a pillow is not grounds under our policy to return or refund a final sale item

  Customer response

  10/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:  This is not a comfort issue. As I have mentioned the pillow collapses to almost flat with just the weight of my head. A medium firm pillow should not do this unless it is defective or falsely advertised as the wrong firmness. The fact that you will not address this and just keep spouting off auto scripted responses is appalling and says a lot about your company and the customer service you provide. Your company is a bunch of thieves that refuse to work with a legitimate product issue. You have lost a life long customer and I will steer everyone I know away from your shady company. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The dispute has to do with "voided warranty". Some staining on the bed from night sweating, has voided my warranty claim on my 5 year old mattress.

  

  Business response

  09/24/2024

  Attached you will find paragraph 3 of our Warranty Denial criteria:

  This Limited Warranty does not cover:
  A normal increase in softness of the TEMPUR® pressure-relieving material which does not affect the pressure-relieving qualities of the mattress.
  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 standard warranty.

  Customer response

  09/26/2024

  
  Complaint: ********
  
  I am rejecting this response because: If i accept it, the claim will be closed.   At the end of the email, it stated " However if there is a warranty defect not caused by the abuse or damage then the mattress would be covered under the standard warranty."  The defect is not caused by abuse or damage.  I rotate the bed every six months and clean the top cover every time I rotate it.  The staining that you see in the image where I was trying to show the "split/divot" in the mattress is caused from normal night sweating.  Nothing has been spilled on the mattress to cause damage.  I guess I'm just confused how a company can void a warranty because a person sweats at night, especially when Tempur-Pedic mattress are known to increase body temp because of the thick foam material.  I love my mattress and do take care of it.  
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a TEMPUR-Cloud® Adjustable Pillow - King from Tempurpedic on May 28th 2024. The product was in poor quality, with an inner casing that is extremely brittle. This casing broke shortly after receipt. I contacted tempurpedic for a replacement and they replaced the pillow under warranty, but required an exorbitant shipping fee of $18. It makes absolutely no sense for the customer to have to pay for shipping on a replacement when the original product was faulty and manfuactured extremely poorly.

  

  Business response

  09/24/2024

  Unfortunately, we do not reimburse for shipping charges.

  Customer response

  09/26/2024

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

  The business's response is unreasonable. Their products are poorly made, hence why they frequently fall apart shorlty after purchase and then they charge you ridiculous shipping fee to get their faulty product replaced with another likely soon to be faulty product under their warranty program. One of the most ridiculous consumer policies in existence
  
  Sincerely,
  
  ***** ****

  

  Business response

  09/27/2024

  We stand by our original response.

  Customer response

  09/30/2024

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

  Tempurpedic's warranty policy is unreasonable. I will be filing a complaint with the attorney general's office and filling a dispute with a credit card company.
  
  Sincerely,
  
  ***** ****

*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. ↩