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
- 696 total complaints in the last 3 years.
- 195 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:07/28/2025
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.
Hi, I’m updating my request. Since Tempur-Pedic has continued to deny my warranty claim despite clear evidence of sagging over ¾”, I am now requesting $6,200 — which includes my original mattress purchase ($4,238.94) plus the additional cost to replace it with a better-quality mattress that meets my needs.
I’ve made multiple good-faith attempts to resolve this, submitted detailed photos, and followed all instructions. Because the company has refused to honor the warranty, my next step will be to file in small claims court if this cannot be resolved promptly.
I’m still open to a fair resolution, but I need this issue corrected.Customer Answer
Date: 07/28/2025
I am filing a formal complaint against Tempur-Pedic / Tempur Sealy International for denying a valid mattress warranty claim, despite providing clear photographic evidence that my mattress qualifies under the terms of their 10-year limited warranty.
I purchased a Tempur-Pedic mattress in January 2022 for $4,238.94. In the beginning of 2024, the mattress began to show a deep and permanent body impression. The sag has worsened to the point that it affects my sleep quality.
Tempur-Pedic’s warranty covers visible indentations greater than ¾ inch (0.75”) not caused by misuse or inadequate support. I submitted multiple photographs showing a straight edge across the mattress with a U.S. quarter (0.955”) visibly recessed into the indentation — clearly demonstrating that the sag meets the measurable defect standard. I also provided photos of my compliant foundation (a supportive slatted base with center support), along with my original proof of purchase.
Despite meeting all conditions, Tempur-Pedic denied my claim. I appealed, submitted clearer evidence, and requested reconsideration. However, my case handler, *** *** reiterated the denial without acknowledging or refuting the visual measurement I provided. No alternative method of measurement was offered, nor was any legitimate explanation for the denial given.
This issue appears to reflect a larger pattern of warranty denials, as documented in hundreds of BBB complaints. Other consumers have also reported denials despite visible sagging and full compliance with warranty terms. Many are told the sag is “comfort-related” even when photographic evidence suggests otherwise.
I have made every good faith effort to resolve this directly and am disappointed that Tempur-Pedic has refused to honor the terms of its warranty.
I request that Tempur-Pedic:
• Reopen and approve my warranty claim, and
• Provide a full replacement mattress, or
• Issue a refund of $4,238.94, the full purchase price.
Business Response
Date: 07/28/2025
Our Warranty team has reviewed this case multiple times and has come to the determination each time that the measurement shown does not meet the requirements for us to be able to warranty this mattress.Customer Answer
Date: 07/29/2025
Complaint: ********
I am rejecting this response because: My photos clearly show sagging that meets the ¾-inch warranty requirement. Tempur Sealy has denied my claim multiple times without offering a remedy, which is a breach of warranty. I am seeking monetary reimbursement of $6,238.94 and will pursue this in small claims court if not resolved.I have attached photos for your review
Sincerely,
******* *********Business Response
Date: 07/29/2025
Our Warranty team has reviewed this case and has come to the conclusion that the sag is not within the required amount for us to be able to warranty the mattress. If the sag gets worse, we can take another look at the warranty claim, but at this moment, it does not meet the requirements needed for us to warranty the mattress.Customer Answer
Date: 07/29/2025
Complaint: ********
I am rejecting this response because:
I have provided multiple photos showing sagging that meets or exceeds the ¾-inch warranty requirement. I’m asking Tempur Sealy to review the attached pictures and state exactly what measurement they believe these show.Your repeated refusal to honor the warranty and suggestion to “wait until it gets worse” is unacceptable. If this is not resolved immediately, I will proceed with filing a small claims lawsuit in Beaufort County for breach of warranty.
Sincerely,
******* *********Business Response
Date: 07/29/2025
Our warranty team has concluded that the mattress for this claim does not meet the 3/4-inch depression that is needed for a warranty claim.Customer Answer
Date: 07/29/2025
Complaint: ********
I am rejecting this response because:
It’s clear that Tempur-Pedic has no interest in resolving this matter. Despite my repeated requests, your responses provide no additional explanation beyond the same generic statement that my mattress does not meet the ¾-inch requirement. My photos clearly show sagging that qualifies for warranty coverage. Since you have refused to properly review or address this claim, I will now proceed with filing a small claims lawsuit to recover my costs.
Sincerely,
******* *********Initial Complaint
Date:07/28/2025
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 received two pillows and on top of expressing my dislike of the pillow quality. I also received one of the pillows in a damaged condition as shown in the images. Customer service refuses to acknowledge the damage condition, even though it states in their return policy that they will accept returns or refunds for damaged deliveriesthey state that they cannot prove it was delivered in a damaged state and they don’t believe me.Business Response
Date: 07/28/2025
The customer reported they disliked the feel of the pillows - a comfort concern. We reviewed the chat conversation and call logs. The customer did not report any damage to the pillow in those first two conversations. Then the customer comes back after non-return policy was explained to report damage. The damage was not a result of the delivery process. We did encourage the customer to file a warranty claim.Customer Answer
Date: 07/28/2025
Complaint: ********
I am rejecting this response because I sent the company proof the day after I received it that the item was damaged upon delivery and their return policy states that if the item is damaged upon delivery, it warrants a return and refund of the product due to their Bad customer service I don’t wantTo file a warranty claim and get a new pillow this company has lost my business
Sincerely,
******* ****Business Response
Date: 07/28/2025
We would be happy to assist the customer if they file a warranty claim for their pillow. The damage did not occur during the delivery process and was not reported.Customer Answer
Date: 07/29/2025
Complaint: ********
I am rejecting this response because:how can they prove the damage did not occur during delivery? Because they don’t like me and I said I didn’t like the pillow quality before I said the second pillow (I purchased 2) was damaged, they therefore are saying that I don’t have proof it was damaged upon delivery even though I sent pictures
Sincerely,
******* ****Business Response
Date: 07/29/2025
We encourage the customer to file a warranty claim so we can assist.Customer Answer
Date: 07/29/2025
Complaint: ********
I am rejecting this response because:I don’t want a warranty claim I want to return the product. This company takes advantage of innocent people so I don’t want their products
Sincerely,
******* ****Initial Complaint
Date:07/22/2025
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 sealy posturepedic hybrid brenham firm king mattress of over $2500 has been sagging after a year and a half, everyday we wake up with sore backs suffering in pain. After providing documentations to the warranty team as requested, they straight up denied the claim because they said the base is not a good fit for the mattress which I provided proof of base material that's in line with their warranty terms. I later on sent out a demand letter to legal team explaining the whole situation again, this time they reopened the claim but told me they need to find an inspector to come out and inspect the mattress. It's been a long time since they can't find an inspector in my area and now total silence. every time i call i was told they have no response. they are trying every way to deny or hold off the claim which I see a lot of others have the same experience.Business Response
Date: 07/22/2025
We spoke with the customer today 7/22 letting them know we need additional photos for their warranty case.Customer Answer
Date: 07/22/2025
Complaint* ********
I am rejecting this response because: I have already sent over numerous photos according to the instructions that look exactly the same as demonstration photo. They are still trying to find ways to reject my photo.
Sincerely,
******* **Business Response
Date: 07/23/2025
To clarify the request from our warranty team for the customer; The customer needs to send one additional photo (a video would also suffice, if the customer is able) and nothing further. The photo (or video) must include the straight-edge as requested, it must include the measuring device (such as the tape measure the customer was using previously), and there must not be any pressure applied to the mattress at the time of the photo. The latest straight-edge image the customer sent had significant wrinkling/bunching of the cover near the section of the mattress the customer is submitting the claim on, when the customer's original photos did not have this cover bunching/wrinkling. This leads our Warranty team to require confirmation that there was no external pressure being applied, beyond just the straight-edge and measuring device. A video was recommended by our Warranty Team Manager, since that will allow us to see the movement of the item as well as viewing the issue. Regrettably, there are no inspectors in the area or surrounding areas we can utilize to complete the review of the item for this warranty claim, so we must proceed with the customer directly and receive the photo or video requested before any further action can be taken.Customer Answer
Date: 07/23/2025
Complaint: ********
I am rejecting this response because: when initially I sent out the series of photos, and you denied my claim based on foundation material, you had informed me that the photo was acceptable and suffice the requirements for claim. Now you are coming back to say that my photos were no good? I have already sent out numerous photos using different objects and at different angles. This is really frustrating and it's obvious you are coming up with excuses to not honor the warranty terms. If the photo was not enough for you to show the indentation, you would have told me before using the base material to deny my claim.
Sincerely,
******* **Initial Complaint
Date:07/22/2025
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.
Transaction Date: 7/7/25
Online Purchase Order: ************ Items purchased: ***** from Bamboo Sheet Set - King size (2 sets)
———
Sheets are horrible quality, cheap, see-through and not the same quality as past sheets we’ve purchased. After multiple calls to both local store and corporate office, nobody would help us.
Local store said they cannot do an exchange but to call corporate who can accept exchanges/returns for unopened items. Corporate representative was entirely unhelpful and curt, only repeating multiple times, without further assistance or discussion, “that’s our policy” not to accept returns or exchanges for linens and that they are final sale items. When purchasing these items online, at no point is there any warning to the consumer that sheets are “final sale” items. These are marketed as high quality items and Tempur-pedic does not stand behind their poor quality, expensive product.
We only opened one of the two sets we purchased, and were extremely disappointed with the lack of quality. Our request was to exchange the unopened (still in box, still in shrink-wrap) other set for a different type of sheets since the *****-bamboo are awful quality. The company’s representative, when asked what I could do with these unopened sheets, suggested that I resell them online, donate, or toss, but that they could not accept them back. Awful customer service. Deceptive selling practice by not alerting the online consumer that they are purchasing a “Final Sale” item.Business Response
Date: 07/22/2025
Our online purchasing allows no returns on sheet sets or any other accessory item, however we do notify of the return policy in a couple different places - First, on the shopping page of the item under "Returns", then in the FAQ section, and even during checkout. Here's a link to the page of the items they purchased to confirm: *******************************************************************
Initial Complaint
Date:07/21/2025
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.
5 years ago i reached out to tempur-pedic because the mattress i purchased 7/7/2016 was sagging. I paid $5106.36 for Mattress.I was told at the time that the sagging was not severe enough to prove defect. As the years went by this issue continued to get worse. As a result i have developed severe back issues. I reached again July 14 2025 to placed a request for replacement. I was again turned down. This time they claimed i have a stain which voids the warranty. I do not have a stain and feel that they are again not fulfilling the warranty that i was given when purchasing the Mattress in 2016. They should have replaced it when i reached out 5 years ago. Now they are making excuses to not replace my Mattress. I have been going back and forth with them requesting a satisfactory resolution. They continue to deny me. I am attaching pics to show the issue with the dipping of the mattress. Thank youBusiness Response
Date: 07/21/2025
This claim was denied due to liquid stains - which voids the warranty.Customer Answer
Date: 07/22/2025
Complaint: ********
I am rejecting this response because:
I do not have any plus they turned me down several years ago when I had the dipping. It appears that they always make an excuse to not honor their warranty. They can at least give me a decent discount to purchase a new mattress.
Sincerely,
***** *******Business Response
Date: 07/22/2025
This claim has been reviewed multiple times by separate agents, and they have come to the conclusion each time that there is staining on the cover of the mattress, which voids the warranty per our warranty policy.Customer Answer
Date: 07/23/2025
Complaint: ********
I am rejecting this response because:several years ago when I approached you for the dipping, you turned me down because you said it wasn’t deep enough. Now you’re telling me that you’re not going to cover it because there is a stain. At this point because you did not take care of it when I originally sent a request with the dip I am requesting some kind of substantial discount to purchase a new mattress
Sincerely,
***** *******Initial Complaint
Date:07/21/2025
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.
STAY AWAY FROM SEALY MATTRESSES.
We use a sealy mattress with sealy box springs and they denied a claim for replacement. The mattress is 8 months old and it’s TERRIBLE. Sagging and soft in multiple areas and they’re blaming it on me. What a disgusting company. They don’t even tell you that you have to use their box springs, we just got lucky that we had them or it would have invalidated the warranty, which doesn’t matter because they don’t honor their warranty anyway. Tons of Reddit horror stories, this company is trash. Buy any other brand.
I’ll absolutely contact a lawyer for a class action as well as contact the local media.Business Response
Date: 07/21/2025
Our brands are not compatible with box springs- we require the use of a foundation as described in the warranty terms and conditions.Customer Answer
Date: 07/22/2025
Complaint: ********
I am rejecting this response because: I have a recorded phone call and the rep told me directly “our beds must be used with sealy branded box springs and a legitimate bed frame”. Let me know because I’m making the YouTube video now and sending it to multiple content creators. I have no problem linking you.
the video will absolutely include the entire 15 minute phone call
Sincerely,
**** *****Business Response
Date: 07/23/2025
The mattress is design to work on smooth solid surface to movement of the individual
Customer Answer
Date: 07/23/2025
Complaint: ********
I am rejecting this response because: do you even speak English? That wasn’t a full coherent sentence.
Sincerely,
**** *****Initial Complaint
Date:07/18/2025
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.
I purchased a pillow from Tempur- pedic company the pillow was hurting my neck rather then helping and I found out is was ripped from poor manufacturing. when I contacted the company they refuse to replace or refund for the defective pillow and I want to make sure they are aware of the bad treatment they show ones they take your money.Business Response
Date: 07/18/2025
Per our policy, pillows are non-returnable and non-refundable, we had extended the option to return the pillow for store credit minus return shipping, which was rejected by the customer. So at this point we would strongly urge the customer to file a warranty claim on their pillow.Initial Complaint
Date:07/17/2025
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 am submitting this formal complaint regarding Tempur-Pedic’s refusal to honor the warranty on my mattress, despite a legitimate claim related to significant sagging within the covered warranty period.
My initial warranty claim was approved by Tempur-Pedic, acknowledging that the mattress had indeed developed excessive sagging—a defect that is clearly covered under their warranty terms.
However, due to a serious personal illness, I was unable to act within the 60-day window they provided to move forward with the claim. Once I recovered, I resubmitted the claim multiple times, providing all required documentation and photographs each time.
Despite no changes to the condition of the mattress—and the original issue still being present—Tempur-Pedic reversed their position and denied the claim, now citing alleged "stains" on the mattress as the reason for refusal.
It is my belief that this company is now fabricating a reason to deny a valid claim that had already been approved, simply because of a missed deadline that occurred due to illness—something beyond my control. Their handling of the situation has been both disingenuous and deeply frustrating.
I am requesting the Better Business Bureau's assistance in helping resolve this matter. Specifically, I ask that Tempur-Pedic:
Honor the originally approved warranty claim, taking into consideration the mitigating circumstances surrounding the delay; or
Provide a replacement or refund in accordance with their written warranty terms.
I have attached the original claim approval, my follow-up correspondence, and all relevant photographs for review. I appreciate your time and attention to this matter and hope that this complaint will prompt a fair and timely resolution.Business Response
Date: 07/17/2025
The warranty claim was rejected due to customer alteration of the photos.Business Response
Date: 07/17/2025
The warranty claim was rejected due to customer alteration of the photos.Customer Answer
Date: 07/21/2025
Complaint: ********
I am rejecting this response because:the photos were not altered. I had to continue to adjust the lighting in the room because of “shadows”. Regardless this claim was approved with non altered photos and then continued to be rejected after that.I also sent in a demand letter certified to the legal department asking for a response within 15 business days and have not received their response either,
Sincerely,
** **********Customer Answer
Date: 07/21/2025
Complaint: ********
I am rejecting this response because:the photos were not altered. I had to continue to adjust the lighting in the room because of “shadows”. Regardless this claim was approved with non altered photos and then continued to be rejected after that.I also sent in a demand letter certified to the legal department asking for a response within 15 business days and have not received their response either,
Sincerely,
** **********Business Response
Date: 07/24/2025
Since the customer has been engaged in active litigation this concern will be addressed with our legal departmentBusiness Response
Date: 07/24/2025
Since the customer has been engaged in active litigation this concern will be addressed with our legal departmentCustomer Answer
Date: 07/25/2025
Complaint: ********
I am rejecting this response because: there is no litigation, just a demand asking for a resolution. We just want them to honor the replacement policy or refund the $3,999.
Sincerely,
** **********Customer Answer
Date: 07/25/2025
Complaint: ********
I am rejecting this response because: there is no litigation, just a demand asking for a resolution. We just want them to honor the replacement policy or refund the $3,999.
Sincerely,
** **********Business Response
Date: 07/29/2025
Unfortunately, based on the information you’ve provided and the details you’ve shared, we cannot approve your claim at this time. Your documentation does not show that your product meets our guidelines of warranty coverage to be approved for a full replacement at this time.
Our warranty covers indentations of the mattress that measure 3/4" or greater. According to the photos you have provided, your mattress does not meet these requirements.Business Response
Date: 07/29/2025
Unfortunately, based on the information you’ve provided and the details you’ve shared, we cannot approve your claim at this time. Your documentation does not show that your product meets our guidelines of warranty coverage to be approved for a full replacement at this time.
Our warranty covers indentations of the mattress that measure 3/4" or greater. According to the photos you have provided, your mattress does not meet these requirements.Customer Answer
Date: 07/29/2025
Complaint: ********
I am rejecting this response because:The quarter test clearly shows more than a 3/4 inch dip per your warranty replacement guidelines. As previously noted this was already approved as it does meet replacement specifications.
Sincerely,
** **********Customer Answer
Date: 07/29/2025
Complaint: ********
I am rejecting this response because:The quarter test clearly shows more than a 3/4 inch dip per your warranty replacement guidelines. As previously noted this was already approved as it does meet replacement specifications.
Sincerely,
** **********Business Response
Date: 07/29/2025
Our warranty team has determined that some of the photos used in the submission for the warranty claim have been altered/edited to enhance the brightness of the mattress in the photos, this is strictly against our warranty policy and was the most recent reason for the denial of this claim from our warranty team.Business Response
Date: 07/29/2025
Our warranty team has determined that some of the photos used in the submission for the warranty claim have been altered/edited to enhance the brightness of the mattress in the photos, this is strictly against our warranty policy and was the most recent reason for the denial of this claim from our warranty team.Customer Answer
Date: 07/30/2025
Complaint: ********
I am rejecting this response because:We used different light sources.
There’s no denying that the dip is there and real.
Sincerely,
** **********Customer Answer
Date: 07/30/2025
Complaint: ********
I am rejecting this response because:We used different light sources.
There’s no denying that the dip is there and real.
Sincerely,
** **********Initial Complaint
Date:07/15/2025
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.
I purchased a mattress from [Company Name] through their website. Unfortunately, the wrong size mattress was delivered. Additionally, the mattress had a strong chemical odor, which raised concerns for me, particularly since I have a one-year-old baby at home. To avoid exposing my family to potential risks, I left the mattress out to air without using it, but the odor persisted.
I contacted customer service and requested a refund due to these issues. However, without my consent, the company processed a replacement order. After I reiterated that I wanted a refund—not a replacement—I was told I could return the mattress but would be charged a $175 return shipping fee.
I believe this fee is unfair, as:
The incorrect product was delivered, through no fault of mine.
The mattress had a strong odor, which could indicate a quality defect.
The replacement order was initiated without my approval.
I have tried to resolve this directly with the company but a replacement mattress is still being shipped to me without my consent. I’m requesting assistance to:
Process a full refund for the mattress.
Waive the $175 return shipping fee, as this situation resulted from fulfillment errors and potential product quality issues.Business Response
Date: 07/15/2025
Your replacement is on the way and we waived the $175 fee.Customer Answer
Date: 07/17/2025
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:07/15/2025
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.
We bought one of their flagship mattress that comes with a 10-year warranty. After about 8 years the mattress showed significant deformation. We filled a warranty claim with Tempur-Pedic for this deformation and after numerous emails up and down, where we provided pictures of the mattress Tempur-Pedic waved the warranty because the mattress showed signs of discoloration. The mattress is about 8 years old, of course there are signs of discoloration but that does not have any relation with the deformation of this mattress. Reading the numerous negative Google reviews from people with the same experience, it seems that every warranty claim is denied by Tempur-Pedic and that their (falsely) advertised 10-year warranty is nothing more then a scam.Business Response
Date: 07/15/2025
In response to the complaint, after reviewing the information for his warranty claim, I did indeed see the 'discoloration' he described. This discoloration or staining voids the warranty on said mattress. As such, we consider this matter closed and no further action will be taken.Customer Answer
Date: 07/17/2025
Complaint: ********
I am rejecting this response because: Temur-Pedic hides behind the discoloration which is normal wear and tear. Tempur-Pedic can consider the matter closed as long as they want but we will proceed with any and all legal and commercial measures to hold Tempur-Pedic responsible for the warranty deformation occurring in their product. We would like to offer Tempur-Pedic the opportunity to reevaluate their inappropriate and unfounded decision before we escalate the matter.
Sincerely,
******** *** ********Business Response
Date: 07/17/2025
Per our policy and our warranty team's decision, this mattress is stained, and a clear violation of our warranty policy, and so the warranty claim has been denied.Customer Answer
Date: 07/21/2025
Complaint: ********
I am rejecting this response because: Temur-Pedic is making false accusations that normal wear, tear and discoloration can be classified as stains to fabricate a reason to wave the warranty. We expect Tempur-Pedic to take responsibility on their warranty protocol of this 'Cadillac' mattress that they sold us. It seems obvious that Tempur-Pedic uses all (fabricated) excuses to wave everyone's warranty claims. I would encourage everyone reading this public complained considering purchasing a Tempur-Pedic product, to read the enormous number of terrible BBB and Google reviews against this scamming and warped organization, posted by individuals that have been denied warranty on their Tempur-Pedic product because of the very same questionable and sleazy reasons. Tempur-Pedic seems to be nothing more than an empty-shell distorted organization.
Sincerely,
******** *** ********
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