Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/09/2025

  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.

  Purchased mattress for $3,800 delivered Dec 2022 with 10 yr warranty. Disabling back/hip pain by June, 2025. Treatment by chiropractor and movement to cheap mattress solved that. Research indicates Tempurpedic almost never honors warranty. Went to store and was told that it would assist with warranty claim, work with us and develop an acceptable solution after filing their form on line. Told we would be contacted within a week by **** or ***. No contact. Have called designated phone # and left voice mail, made trips to store and been told to expect call next business day. No responses to date.I dont expect them to refund the amount paid. When they tell me they will help with claim and work with us for a solution, while we live with the problem (wife now unable to sleep on mattress without pain), and then fail to respond at all, the public should be made aware. They speak customer support, but it is clear that the purchaser is on their own if there is a problem with the product they sell you.

  Business Response

  Date: 07/09/2025

  Hello BBB:

  We responded to our client's concerns/complaint on July 2, 2025 in the form of an e-mail.  Unfortunately we had an outdated e-mail address on file and it apparently wasn't received.  We have resent the message to the e-mail our client used on this complaint.  Below is the contents of that message.  It clearly explains our position in this matter.

  Sincerely,

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

   

  From: *** *********

  Sent: Wednesday, July 2, 2025 5:57 PM
  To: '*************************'
  Subject: Treeforms Service Request
  
  Hello ******* & *****:
  
  I am responding to the service request you submitted for your mattress purchase dated 12/14/2022.  Your mattress was sold with a manufacturers warranty that covers defects in the mattress itself.  This warranty is for failure in the Support your mattress provides and is specifically not a Comfort warranty.
  
  Our review of your submissions indicate the problem you are having with your mattress is a comfort issue and not a failure of the mattress and the Support it provides.
  
  Your 2022 purchase came with a 90-day Comfort Exchange provision which allowed you to request a one-time mattress exchange in the case of you not finding the mattress comfortable.  The 90-day time frame expired more than two years ago and is no longer an option. 
  
  While it is unfortunate that you no longer find your mattress comfortable, we cannot offer you any remedy to this situation. It is possible that a mattress topper may be helpful and, while we dont sell them, they are available locally through other outlets.
  
  If you feel that your mattress has failed and is defective we can assist you in contacting the manufacturer to file a claim for further consideration. 
  
  I will also share with you that many couples sleeping on king sized mattresses opt for using 2 (two) Twin XL mattresses of different comfort levels to accommodate their needs.  This is common as people mature and their bodies experience changes that demand different levels of comfort and support.  This would be an option that we can assist you with if you decide to purchase a new mattress in the future.
  
  I will be your contact in the future.  Please feel free to reach out if you require additional assistance in this matter.
  
  With pleasant regards,
  
  ***
  
  
  
  
  
                                       ************************** |     
  

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23577734
  
  I am rejecting this response because:
        It misconstrues the complaint.  It is not that the mattress is uncomfortable.  It is the the mattress has broken down and caused injury to my back requiring treatment and stopping use of the mattress by me for sleeping.  After weeks off the mattress and treatment, my back is almost back to normal.

        After repeated trips to Treeform and promises that I would be contacted within the following 24 hours, we finally met with its manager after going to their location yet again.  They are scheduled to come to our home later this week to "test" the mattress.  At that time we were advised that the representative that we had been told to contact (and would respond) was located outside Alaska and did not deal with these matters.
  Sincerely,
  
  ***** ******

  Business Response

  Date: 07/23/2025

  We are a retailer and we sell high quality furniture to our clientele.  The manufacturer of the mattress in question offers a 10-year warranty on that product, but claims must be submitted by the consumer for consideration, not the retailer that sold it.  Our client has been advised to submit a claim to the manufacturer of the product they feel is defective.  There won't be any consideration without doing so.  Below is the message sent to our client today:  

  Hello ******* & *****:
  
  Thank you for inviting us to your home and speaking with ** and myself about your mattress concerns. Just as a reminder I want to recap with you that your mattress purchase included a 10 Year Manufacturers Warranty.  This warranty is offered by the manufacturer (Tempur-Pedic) and any claims for service must be submitted by the purchaser (you) directly to them for consideration retailers (such as Treeforms) are not allowed to do so on your behalf.  The purpose of our courtesy visit to your home was to see if we could assist in obtaining photos (or other useful information) for you to submit in your claim to the manufacturer.  We were unable to document any body impressions, but we were able to document what may be some areas with soft spots that you can submit.
  
  I did speak with our Tempur-Pedic representative and explained your situation.  He explained that they had a dedicated service staff that works with consumers that have problems with their products.  He also shared that the first step in the warranty process is actually submitting an on-line claim.  This is something that you must do in order for any consideration.  I know you shared with me that you had researched the manufacturer and you were under the impression that they wouldnt be responsive to a claim, but our representative stated that you shouldnt make that assumption and you should submit a claim because there wont be any consideration without one.  Below is a link to the claims form:
  
  *******************************************************************************
  
  I am sending the pictures I took during our visit (that you can on your claim submittal) in a separate e-mail.  Please let me know if you need any additional information from us for your claim submittal.
  
  Sincerely,
  
  ***