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
- 700 total complaints in the last 3 years.
- 200 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:04/08/2025
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.
This is regarding a mattress protector and sheet set. The mattress protector doesn't hold to the mattress well and the fabric bunches in the middle. It has only been washed in cold water on a delicate cycle. It is not smooth and tight fitting on the mattress. The website & box clearly states "Staytight eliminates shifting and wrinkles"....yet I have shifting and wrinkles. That is deceptive marketing or a product defect. The customer reviews on Tempurpedic's website show this is not an isolated issue and multiple people stating the same problem. This is a 100% valid warranty claim that should be approved. The sheet set became faded after sleeping on them. They also don't stay tight to the bed the Stay Tight straps fail and slip off causing sheets to come off bed. They have only been washed in cold water delicate cycle; Low heat dry. The website clearly states manufacture defects will be covered. The sheets should not have a stain on them after use when this doesn't happen with any other sheet sets I own. This is a product defect. To pretend not to see it is wild. It is a BIG REDDISH FADED STAIN IN THE CENTER. The customer reviews on Tempurpedic's website show this is not an isolated issue and multiple people stating the same problem (filter by 'faded' 'stain' and there are MANY). This is a 100% valid warranty claim that should be approved.
Business Response
Date: 04/08/2025
The following email is the final decision of the Warranty Team. We stand by our decisions.
Unfortunately, we would not be able to proceed with your request.
Our warranty only covers the following:
Sewing failure
Open fitted corner or pillowcase seams.
Elastic torn from fitted sheet.
Fabric fatigue (Not including pilling, tears, or snags)
If the product arrives with damage, stains, or dirt.
Our Tempur-Pedic Linens Warranty does not cover the following:
• Discoloration caused by beauty/health care products such as benzoyl peroxide
• Tearing by foreign object (not fabric fatigue)
• Snags caused by foreign object or pets
• Sewing construction – seam on our Pro Performance and Breeze sheets
• Too slick/stretchy
• Color
• Customer changed bed sizes and need to exchange for another size
For additional assistance understanding our warranty coverage and limitations., please visit ***********************************Customer Answer
Date: 04/11/2025
Complaint: ********
I am rejecting this response because:I called the escalation department and the representative made it more than clear she couldn't "see" the faded discoloration in the sheets. Which she claimed was why it was denied because the warranty team didn't "see" it as well. Rather it be they saw it or pretended not to see it is what is in question.
I directly linked, from Tempurpedic's website, the warranties for both items in question. And NOWHERE is my issue excluded from the list. The mattress protector, designed to perform as described on mattresses 8-16 inches depth, DOES NOT stay tight and eliminate shifting and wrinkles AS DESCRIBED ON TEMPURPEDICS WEBSITE. FALSE ADVERTISING & MANUFACTURE DEFECT!
The sheets warranty CLEARLY STATES: "Tempur-Pedic North America, LLC warrants to the original purchaser that the accompanying product will be free from defects in materials and workmanship for a period of 1 year from the date of the original retail sales receipt" "If during the warranty period, this product is found to be defective because of defects in materials or workmanship, the product will be replaced without charge." AND NOWHERE IS THERE A LISTED EXCLUSION FOR FADING/DISCOLORATION
**************************************************************** ***************************************************************
It is more than obvious to everyone I showed on social media. I am sure news outlets would be able to spot the manufacturing defect as well. Would make for a great story on how a company refuses to stand behind the products and deny valid warranty claims. So if you continue to stand by your decisions, then I will do the same and make certain to make it my mission to ensure Tempurpedic loses as many customers as possible.
Business Response
Date: 04/11/2025
We recognize the customer's frustration and for that, we apologize. That being said, all decisions made by the Warranty Team are final.Customer Answer
Date: 04/16/2025
Complaint: ********
I am rejecting this response because: I would like Better Business Bureau's input on this matter. Tempurpedic is literally admitting that the decision of the Warranty Team is to reject a valid warranty claim; which means the company is practicing false advertising on their products and denying claims that are not part of any listed exclusions. The proof is in the pictures and cross referencing it with the statements claimed by Tempurpedic's website on how the product should perform. I would also like this entire thread publicly posted on BBB's site so other customers can see what this company is doing.
Sincerely,
****** *****Initial Complaint
Date:03/31/2025
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.
Return of Mattress: Order Number: ************ I have been in touch with the Tempurpedic Customer Service team. I had bought a Tempur Pedic Hybrid Lux Mattress in Dec 2024. I have severe Hip and back issues and I am light weight around 135 Lbs. I did not find the Tempur Hybrid Lux Adapt suitable, so I returned this time (Not exchanged) and ordered the TempurPedic Medium Pro Adapt. I was told by the Customer Service Representative that I was only allowed 1 exchange per Calender Year. However the same Rep told me that if I returned the item, I could order a new mattress which would be returnable without restrictions. I was going through several posts and reviews and found that the Tempur Pedic Pro Adapt Soft version will be the most suitable for me as even the Medium I found to be uncomfortable. Getting mixed responses from the Customer Service didn't help else i would not have ordered the 2nd time itself if I didn't know I couldn't return it if I didn't find it suitable. Thanks ****** ***** ###-###-####Business Response
Date: 03/31/2025
We apologize if there was any confusion regarding our 90 Night Return/Exchange policy.
When a customer takes advantage of our 90 night guarantee, they can either return it for refund or exchange it for another mattress. If an exchange is done, it is a FINAL SALE, meaning the customer cannot exchange again or return it for refund.
Customer Answer
Date: 03/31/2025
Complaint: ********
I am rejecting this response because I have already specified to the business that I was mislead by their representative in believing that I could return a 2nd purchase of the mattress. Both the purchases were separate orders and not an exchange. This is the basis of my complaint, which the company is refusing to understand.I will start posting about my issues in the social media and various consumer forums as well since this is not reaching any resolution to voice my concerns.
I was hoping that the company will be understanding and either refund/provide me an exchange or provide some resolution, however I am not satisfied with their response.
Sincerely,
****** *****Business Response
Date: 04/02/2025
We stand by our original responseInitial Complaint
Date:03/28/2025
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 bought two Tempur-pedic adjustable cooling breeze, pillows king size less than six months ago. Within the first six weeks, they completely ripped apart at the seams, which is a manufacturing warranty issue.- I called several times and finally got escalation team on today. The gentleman ***** told me that he was going to help me and replace . And then I got a ridiculous email back that said they refuse to replace them or refund my money. They are blaming me for a manufacturingwarranty issueBusiness Response
Date: 03/28/2025
Our Escalations Team Supervisor advised the customer that since she could not upload her photos to the warranty claim portion of our website, that if she emailed her photos to him, he would get them to the warranty team. He did not promise anything about replacement or refund. This is what our warranty team emailed to the customer:
"Thank you for completing our warranty claim process. Our team has had a chance to review your submission and photos. Unfortunately, based on the information you’ve provided and the details you’ve shared, we cannot approve your claim at this time.
Our pillow warranty covers the following:
Any physical flaw in the product that causes the material to split or crack despite normal usage and proper handling
Deterioration of the cell structure of the material that causes the product to not return to its original shape.
What is NOT covered:
Physical damage: torn, liquid damage/stains, burns, etc.
Comfort preference: Too firm, too soft, or not cooling:
Purchase outside of the 5-year warranty timeframe
Your documentation does not show that your product meets our guidelines of warranty coverage to be approved for a full replacement at this time. You may review our warranty terms online here. "Customer Answer
Date: 03/28/2025
Complaint: ********
I am rejecting this response because: look at the pictures of the pillow. There is no water damage or any kind of damage on my part. It parted at the seam, which is a manufacturers warranty situation. It’s right above where the zipper is so clearly something is wrong with the pillow. I did nothing wrong to cause this issue. I actually own four other Tempur-pedic pillows but not this line.
Any human can clearly see in the photos. The pillows are clean and have no water damage.
******** ******Business Response
Date: 03/28/2025
We stand by our original statement.Customer Answer
Date: 03/28/2025
Complaint: ********
I am rejecting this response because:
This pillow is spotless, clean no water damage no damage done to my part. This response is insane from this company. Look at the pictures look at where it’s ripped at the seams from where it was sewn in to the zipper. How can they deny this claim? How do they not take responsibility for their product? Both pillows have the same exact issue.BBB can you get involved??? This is poor business practice. Look at the new pictures I just sent!!
******** ******
Initial Complaint
Date:03/27/2025
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 mattress from sealey. The mattress has been defective for the second time they all do the same thing after a few months of use they start to cave in and make it impossible to sleep on. Sealey denied my claim stating that it was used improperly and that it has a stain on it in which I explained it does not and i would send pictures showing that it doesn’t I was then told it doesn’t matter and that we cannot move forward with the warranty claim. The amount of money I spent on a mattress to just be denied a claim even if there was it wasn’t a stain which it does not is absolutely outrageous. The bed is faulty and your going to deny a claim for such a joke of a thing saying the bed is stained.i paid over 3,000 for my mattress and now I’m without a bed because sealey does not want to honor thier promise of 10 year warranty. At this point I don’t even want the mattress I want a refund because I no longer trust that if a new mattress is given to me that I will be honeyed a warranty on the case of receiving yet another faulty mattress.Business Response
Date: 03/27/2025
We have "attached" the warranty claim denial in full. All decisions made by the warranty team are final.
We try our best to take care of our customers, and we take our warranty process very seriously. We have looked over your claim several times to see if there was something we could do, but at this time unfortunately you are not eligible for a replacement. It is not our pleasure to give you this information, but at the same time, we must abide by our warranty process and procedures.
Your mattress warranty claim was denied due to liquid damage. Liquid damage will cause the mattress to deteriorate which can lead to sagging, cracking, shifting, etc. Liquid damage will also void your warranty.
You may review the warranty policy here
Additionally, our warranty policy states the mattress must be supported on a flat, solid surface foundation that is structurally capable of supporting the mattress and all users. Using the mattress without a foundation can cause the mattress to deteriorate as it is not being properly supported.
We're so sorry for this outcome, and that there is not more we can do for you in this instance.Initial Complaint
Date:03/25/2025
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 had my mattress replaced by them and the replacement is doing the same thing and they declined the warrantyBusiness Response
Date: 03/25/2025
The customer is threatening us with his attorney. We will no longer speak to the customer and have advised the customer to have his attorney contact our Corporate Legal team.Customer Answer
Date: 03/26/2025
Complaint: ********
I am rejecting this response because: I have no filed yet and was hoping the company would do right in honoring their product. They know there are issues because that line has gone on close out. Big business bullies
Sincerely,
*** **********Business Response
Date: 03/26/2025
The customer has threatened legal action. Unfortunately, because of this and as we advised the customer, we can no longer communicate with them and their attorney will have to contact our Corporate Legal team.Initial Complaint
Date:03/25/2025
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 PURCHASED A TEMPUR-PEDIC PRO BREEZE HYBRID LAST 10-25-23 ASHLEY HOMESTORE IN BOPLINGBROOK IL. THE BED IS SAAGING IN THE MIDDLE LIKE A HOLE. ME AND MY WIFE STARTED TO HAVE A BACK PAIN BECAUSE OF OUR BED. I CALLED CUSTOMER SERVICE ABOUT WARRANTY AND THEY TOLD ME TO CALL " TEMPUR-PEDIC" MANUFACTURERS WARRANTY CLAIM DIVISION. I FILED A CLAIM AND THEY SAID IT IS NOT COVERED WITH THEIR WARRANTY .THEY TOLD US THAT THE BOX SPRING WE USED IS NOT COMPATIBLE WITH THEIR MATTRESS. THAT IS THE REASON WHY OUR CLAIM WAS DENIED. WHEN WE PURCHASED THE BED FROM ASHLEY HOMESTORE DID NOT MENTION ANY BOXSPRING WHICH IS COMPATIBLE FOR OUR BED. THAT IS THE MAIN REASON OF THE DEFECT OUR BED. ACCORDING TO THEM THAT THERE IS A LIMITED WARRANTY ON THEIR PRODUCT. SO PLEASE LET ME KNOW IF YOU MIGHT BE ABLE TO HELP US OUT WITH OUR PROBLEM. THANK YOU IN ADVANCEBusiness Response
Date: 03/25/2025
The customer is correct. Based on the photos they submitted, the base their mattress was on was not compatible with our mattresses. Here is what our warranty states:
Deterioration causing the mattress to have a visible indentation greater than three-fourths (0.75) of an inch (measured without applying weight or pressure to the mattress) that is not associated with an indentation or sag which results from physical abuse or damage to the mattress, use of an improper or unsupportive foundation or adjustable bed base, or other misuse of the mattress. Normal wear requires that a purchaser’s mattress be continuously supported by a matching foundation or adjustable bed base with a proper bed frame sufficient to support the collective weight of the mattress, users, and foundation. A proper bed frame must provide sturdy support for the mattress, users, and foundation, include a center support, and have at least 5-6 legs for Queen, King and Cal King, and 4 legs for Twin and Full mattresses. For Queen, King, and Cal King slatted-style bed frames, it is incumbent upon purchaser to ensure that the frame utilized offers ample structural support to the mattress and foundation in view of that particular slatted-style frame. If using a slatted frame with no additional foundation, the cross slats must measure to at least 3 inches wide and no more than 4 inches apart. Rounded bars or support beams and frames that do not meet our requirements would require a foundation to provide adequate support. Failure to have a proper bed frame may invalidate the Limited Warranty. Inadequate bases include, but are not limited to plywood, bunkie boards, and plastic liners. The use of a bed frame is important for the life and protection of your sleep system. Neither mattresses, individually, nor sleep systems (mattress and foundation combination) are intended to sit/lay flat on the floor, on a water-bed frame, or on a platform of untreated wood or untreated wood covered with fabric.
Customer Answer
Date: 03/27/2025
Complaint: ********
I am rejecting this response because: WHEN I PURCHASED OUR MATTRESS AT AN AUTHORIZED DEALER HERE IN BOLINGBROOK, THEY DID NOT MENTIONED ANYTHING ABOUT THE COMPATIBLE FOUNDATION ON OUR BED. SO THE PROBLEM IS COMMUNICATION BETWEEN YOUR DEALER AND ME AS A BUYER. SO WE BOUGHT THE BED WITHOUT KNOWING TO BUY A FOUNDATION FOR OUR BED. THE BED IS ALMOST $ 2000 STARTED TO HAVE SOME BACK PROBLEM.
Sincerely,
******* *******Business Response
Date: 03/28/2025
Unfortunately, we cannot control the sales environment (training) at third party retailers. That being said, we stand by our decision.Customer Answer
Date: 03/28/2025
Complaint: ********
I am rejecting this response because:THE REASON WHY I REJECTED THE COMPANY’S RESPONSE. WHEN I PURCHASED OUR MATTRESS AT AN AUTHORIZED DEALER HERE IN BOLINGBROOK, THEY DID NOT MENTIONED ANYTHING ABOUT THE COMPATIBLE FOUNDATION ON OUR BED. SO THE PROBLEM IS COMMUNICATION BETWEEN YOUR DEALER AND ME AS A BUYER. SO WE BOUGHT THE BED WITHOUT KNOWING TO BUY A FOUNDATION FOR OUR BED. THE BED IS ALMOST $ 2000 STARTED TO HAVE SOME BACK PROBLEM.
THANK YOU IN ADVANCE.
Sincerely,
******* *******Customer Answer
Date: 03/31/2025
Complaint: ********
I am rejecting this response because:THE REASON WHY I REJECTED THE COMPANY’S RESPONSE. WHEN I PURCHASED OUR MATTRESS AT AN AUTHORIZED DEALER HERE IN BOLINGBROOK, THEY DID NOT MENTIONED ANYTHING ABOUT THE COMPATIBLE FOUNDATION ON OUR BED. SO THE PROBLEM IS COMMUNICATION BETWEEN YOUR DEALER AND ME AS A BUYER. SO WE BOUGHT THE BED WITHOUT KNOWING TO BUY A FOUNDATION FOR OUR BED. THE BED IS ALMOST $ 2000 STARTED TO HAVE SOME BACK PROBLEM.
THANK YOU IN ADVANCE.
Sincerely,
******* *******Business Response
Date: 03/31/2025
We stand by our original statement.Customer Answer
Date: 04/01/2025
Complaint: ********
I am rejecting this response because:
Sincerely,
******* *******Initial Complaint
Date:03/24/2025
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.
On 03/04/25, I placed an order for 2 mattresses, order#************. On 03/10/2025, 1 of the 2 mattresses was delivered. To date, I have not received the 2nd mattress, nor have I received any updates from Mattress Firm. After waiting serval weeks without any updates, I tried using the live chat which turns out to be an automated service that only acknowledged that there’s had been 1 delivery; nothing about the 2nd mattress. When I called the 800# it took me to a local store who had no knowledge of the order although the agent tried to do everything he could to help including the looking to see if tracking was available . I went back to the internet found another # and finally after going in auto loop for any hour, I finally stated I wanted to make a purchase; this routed me to an agent. Who then stated she would contact logics but when I asked for a call back with an update, I was told she could not do this and that the tracking would auto update. It has not! I either want my mattress or a full refund immediately. The customer service for online orders is HORRIBLE!!! Why can’t you speak to anyone? Why route customers to a local store who has no knowledge of the order or how to help??Business Response
Date: 03/24/2025
Since the customer did not purchase from us directly, either with one of our Phone Sales staff or on our website, the customer will have to communicate with the original place of purchase as we did not ship to the customer nor did the customer purchase from us. We apologize for any frustration this may cause.Initial Complaint
Date:03/24/2025
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.
Purchased Sealy mattress on March 2, 2025 from 3rd party distributor Wayfair. Order arrived 3/5/2025, opened per instructions and left to decompress for 72 hours. Warranty claim submitted via email on 3/9/2025. Several emails exchanged with Sealy consumer care team with no resolution.Business Response
Date: 03/24/2025
The following warranty claim DENIAL was emailed to the customer this past weekend:
"Thank you for completing our warranty claim process. Our team reviewed your
submission and photos. 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.
It appears that your mattress is experiencing some damage associated with an improper bed frame, foundation, or adjustable base. This can include but is not limited to, the use of an unapproved bed frame, foundation, or adjustable power base, the use of a box spring, the use of plywood or materials that are not recommended, broken slats/frame, mattress being directly on the floor, etc. Based on the information you provided, it appears that the mattress is failing due to the improper frame/support below the mattress. If the mattress were properly supported with an approved foundation, base, or bed frame, it would likely not be experiencing these issues. To read the full warranty terms and conditions specific to your product, please visit www.sealy.com/warranty-information/
We recommend purchasing a recommended foundation or base to properly support your mattress. In many cases, providing adequate support can help the mattress to feel more comfortable. It is for these reasons that we cannot approve your warranty claim."Customer Answer
Date: 03/24/2025
Complaint: ********
I am rejecting this response because:The mattress never fully decompressed and after three days i called and emailed the company for warranty. I had to place the mattress on the floor so my 13 year old daughter could return to her room. The foundation is attached for reference. I am really disappointed that a company could claim the customer is at fault after three days of following all instructions.
Sincerely,
**** ******Business Response
Date: 03/26/2025
We stand by our original statement:
"Thank you for completing our warranty claim process. Our team reviewed your
submission and photos. 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.
It appears that your mattress is experiencing some damage associated with an improper bed frame, foundation, or adjustable base. This can include but is not limited to, the use of an unapproved bed frame, foundation, or adjustable power base, the use of a box spring, the use of plywood or materials that are not recommended, broken slats/frame, mattress being directly on the floor, etc. Based on the information you provided, it appears that the mattress is failing due to the improper frame/support below the mattress. If the mattress were properly supported with an approved foundation, base, or bed frame, it would likely not be experiencing these issues. To read the full warranty terms and conditions specific to your product, please visit www.sealy.com/warranty-information/
We recommend purchasing a recommended foundation or base to properly support your mattress. In many cases, providing adequate support can help the mattress to feel more comfortable. It is for these reasons that we cannot approve your warranty claim."Customer Answer
Date: 03/27/2025
Complaint: ********
I am rejecting this response because:You have a store nearby with experts, can you send someone over or I can bring to your store?
The foam inside is hard as a rock in the shallow area, it's likely been compressed for too long in the warehouse, or the foam is too dense, or there are underlying manufacturing issues.
Sincerely,
**** ******Customer Answer
Date: 03/28/2025
Complaint: ********
I am rejecting this response because: You have a store nearby with experts, can you send someone over or I can bring to your store?
The foam inside is hard as a rock in the shallow area, it's likely been compressed for too long in the warehouse, or the foam is too dense, or there are underlying manufacturing issues.
Sincerely,
**** ******Business Response
Date: 04/01/2025
As we have explained to this customer, whenever a Sealy or Stearns & Foster mattress is purchased from a third party retailer (like Wayfair), it is the retailer's responsibility to work with the customer regarding returns, exchanges and warranty claims. We stand by our original statement.Initial Complaint
Date:03/17/2025
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 contacted them because i am having issues with my mattress I did not have it 10 years and its getting uncomfortable I cant stand to sleep in the bed. It hurts my back i asked for a replacement like the next size mattress up to see if that makes a difference they refuse to make this right. I need this resolved. I been working with them for months and no one will help me. I called in and no one has been of any help at all. I emailed the corporate office and no one will help me.Business Response
Date: 03/17/2025
We sent the customer the following email last week. Without providing what we are asking, per warranty, we simply cannot move forward...
"
Thank you for contacting us!
We have received your warranty claim request.? However, the documents you sent to us do not include all the requirements for your claim to be reviewed.
Please see below for details regarding the documents which were missing. You may reply to this email with the needed files as attachments and we will gladly review your request in full.
Required Photos:
1. A clear full image of the whole mattress from the top-view, without sheets or covers. This image is best taken by standing at the foot of the bed and taking a photo of the mattress as a whole. This should show the entire mattress from head to foot and side to side.
2. Photo of the area of concern - without sheets or covers
Sag or permanent indentation photo requirements:
-use a straightedge (broomstick, yardstick) and ruler to demonstrate the lowest point of the indentation
-you must show both ends of the straightedge making contact with the mattress with the ruler set up against it, not placed under it, as seen here.
-please ensure the measurement is clearly readable in your image
-please ensure the ruler is not placed in a seam or button hole
-please ensure there is no weight or pressure being applied to mattress or ruler
3. A photo of the power base/foundation or foundation law tag upon which the mattress is resting
Click the link below to see examples of specifically which photos are required to process your claim.
*******************************************************************************************************
Please attach each of these photos in your reply to this email. Once provided with this information, we will be able to further review your claim."Customer Answer
Date: 03/17/2025
Complaint: ********
I am rejecting this response because:I contacted support and emailed them the pictures and got sent this email denying my claim. I paid a grand for this bed and nothing got done
Sincerely,
***** *****Business Response
Date: 03/18/2025
The warranty claim was denied because the customer is/was using an unauthorized base or platform. These words from our Warranty Administrator: "This warranty has been denied because the customer is using a slatted bed frame that is not compatible. Since the slats on his bed frame are not 3" wide and less than 4" apart his warranty is void".Customer Answer
Date: 03/19/2025
Complaint: ********
I am rejecting this response because:
There is nothing wrong with this bedframe. This bedframe is for memory foam mattresses. You can't put a box sping on it because it's not made for the traditional boxspring and mattress. This is just a poor attempt to avoid standing by the product. If this is not resolved a class action suit will be filed for not honoring the warranty claims of the products.
Sincerely,
***** *****Initial Complaint
Date:03/17/2025
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.
Due to size limitations of uploads, I was only able to attach 1 of my 2 ****** *** attachments of my email communication with Sealy customer support and only 1 of 2 pictures. I will send after claim opened. Also, I will have to send the two videos made after items from under my bed were removed. Once Sealy receives attachments that I was not able to upload, please have Sealy refer to last email to Sealy dated 3.15.24 in which Sealy stopped all communication with me. Since this ongoing issue is still ongoing and since today 3.14.25 is within the BBB 12 month deadline (3.14.25 or 3.15.25) to file, I am filing Complaint today. Sealy sent inspector to home and inspector documented items under my bed were the cause of the squeek in my boxspring. Since Sealy refused to send inspector back, I removed items under my bed to see if items were the cause of the sudden squeek since purchasing (refer to my attached picture). Due to BBB upload size limitations, I was unable to upload proof of videos that have the squeek continuing after items were removed. I am requesting cost to replace boxspring if replacement request is denied. Receipt of purchases price already sent to Sealy. Unable to locate.Customer Answer
Date: 03/18/2025
See attached exhibits provided by the customer.Business Response
Date: 03/20/2025
This is what was sent to the customer after the inspector was at her home:
"Hi *****,
I informed you I could have an inspector come to take the photo since you couldn't. When I filled out the inspection report, I asked them to take a photo of the bed frame, as well as inspect the mattress and foundation for noise.
Attached is the inspection report showing that the inspector said, the customer has so many things underneath frame that can cause noise. That the bed, box spring and frame are fine/normal. The inspectors findings are normal/perception, and not manufacture defect.
Since the inspector report shows states that is is normal and not a manufacture defect there is nothing further we can do to assist at this time."Customer Answer
Date: 03/20/2025
Complaint: ********
I am rejecting this response because:In your March 12, 2024 email (see attachment) you wrote:
"The reason I sent out the inspector for you is because you weren't able to take a photo of your bed frame, which I had asked for. The inspector is the one who ruled that both of your products weren't defective and that the noise was being causes from the things stored underneath. Since you couldn't take the required."
Per your email dated March 5, 2024, the inspector was only sent to take picture of frame since I had already sent you a video of the squeak per your request. You had no issue with the squeak.
You stated in email dated March 5, 2024 "I can proceed with your foundation warranty once we receive a photo of the bed frame the foundation is resting on. We will need a photo of the full bed frame, not a partial photo/photos. I attached a sample [photo for you in the attachments."
Inspector stated the items under my bed were causing the squeek without any PROOF.
I sent videos of items removed under bed and squeak is still there. The videos are PROOF that items under my bed were not causing the sudden squeak.
At the very least, Sealy should agree to send another inspector. It is unknown why Sealy is not willing to question a illogical conclusion of an inspector, not willing to send another inspector, stated only needed picture of frame to honor warranty, etc.
Sincerely,
***** ******Business Response
Date: 03/20/2025
We stand by our original decision.Customer Answer
Date: 03/25/2025
Complaint: ********
I AM REJECTING YOUR RESPONSE TO BBB DUE to the below
(FYI - My Questions and Requests are within my reply below)
1. After reporting the squeak to Sealy, I was asked if the squeak was from my mattress or box spring. I lifted my mattress with 2 bowls turned vertically and with ONLY the weight of my hand I was able to press on my box spring and hear the squeak. I sent Sealy the requested video. Basically, I had to provide SEALY supporting PROOF.
2. In your March 12, 2024 EMAIL (see attachment) you wrote: "The reason I sent out the inspector for you is because you weren't able to take a photo of your bed frame, which I had asked for."
3. The inspector came to my condo by himself and not with the 2nd inspector as Sealy informed me they requested. Since the inspector also stated he didn't have a work order, I explained that Sealy not only wanted a picture of the complete frame but also wanted to confirm that there wasn't a squeak in the mattress. We both jumped on the mattress and confirmed no squeak was in the mattress.
4. I informed the inspector that you had been sent a recorded video of the box spring squeak and only needed him to determine whether the mattress also had a squeak. Although you already had video of the squeak and had approved under warranty as well as never said squeak was “NORMAL”, I find it surreal that you later informed me by email the that you requested the inspector check the foundation for noise: “I informed you I could have an inspector come to take the photo since you couldn't. When I filled out the inspection report, I asked them to take a photo of the bed frame, as well as inspect the mattress and FOUNDATION for NOISE.”
5. After the inspector removed the box spring, we both pushed the box spring with our hands and heard the squeak. A full body bounce wasn't done because Sealy had already confirmed the squeak was in the box spring and approved the replacement after the requested picture of the “full frame” was sent to Sealy.
6. You stated in an email dated March 5, 2024 "I can proceed with your foundation warranty once we receive a photo of the bed frame the foundation is resting on. We will need a photo of the full bed frame, not a partial photo/photos. I attached a sample [photo for you in the attachments."
7. Since only a hand press was done on the box spring and a full body bounce on the box spring wasn't done, the inspector also ASSUMED the squeak was NORMAL. Since I had a lot of items under my bed, the inspector also ASSUMED the items were causing the squeak. As an inspector, he should know there is more than one CAUSE of a squeak and he should have troubleshooted accordingly instead of making an ASSUMPTION. Also, the inspector should have requested that I remove all items under my bed before making an ASSUMPTION. I find it surreal the inspector said nothing to me about his findings. Again, the inspector stated the items under my bed were causing the squeak without any PROOF.
8. I sent pictures of ALL items removed from under the bed. I made 2 videos of me on the bed after all items were removed and the squeak is still there. The videos are PROOF that items under my bed were not causing the sudden squeak
9. Per your EMAIL dated March 5, 2024, the inspector was only sent to take a picture of the frame since I had already sent you a video of the squeak per your request. You had no issue with the squeak and never said squeak was “NORMAL”. You stated in an email dated March 5, 2024 "I can proceed with your foundation warranty once we receive a photo of the bed frame the foundation is resting on. We will need a photo of the full bed frame, not a partial photo/photos. I attached a sample [photo for you in the attachments."
QUESTIONS
What did the inspector mean by "NO DEFECTS" found on my box spring. Was he only talking about "VISIBLE defects"?
Since Sealy requested that I provide SUPPORTING PROOF of my box spring squeak, why didn't Sealy request the inspector provide SUPPORTING PROOF of his “assumption” findings?
Where is the PROOF of a video or picture from the INSPECTOR of items TOUCHING the box spring to PROVE his assumption?
Why didn't the inspector confirm his ASSUMPTION by asking me to remove items under the bed and then make a video to see if there was still a squeak after the “ASSUMED” cause” was removed? NOTE: The items under my bed DO NOT touch the bottom of my box spring. The inspector only took a picture of the frame after both the mattress and the box spring were removed and made an ASSUMPTION that the items under my bed were the “cause of the squeak”.
Since Sealys process required supporting PROOF from ME (a customer) by requesting a video, Sealy should request the SAME from the inspector. It is not professional to have different requirements for a customer and an inspector. This 100% lack of and failure in customer service is noted and I'll never purchase another Sealy product again. I will also share my experience with Sealy with others.
I AM REQUESTING THE BELOW:
Sealy to honor the warranty of my box spring since the inspector submitted NO DOCUMENTATION of his ASSUMPTION that items under my bed are the cause of the squeak.
Sealy to honor the original approval that the SQUEAK in requested video was sufficient by SEALY and would have been honored had I been able to submit the requested picture of my frame.
NOTE: I weigh approximately 110 lbs and I am single and I am the only one sleeping on my mattress. During the past 5 years (a year ago), this means that both my mattress and box spring have not had much weight or activity. Therefore, it is reasonable to conclude the sudden squeak is due to a MANUFACTURING DEFECT.
At the very least, Sealy should agree to send another inspector. It is unknown why Sealy is not willing to question an illogical conclusion of an inspector who submitted to DOCUMENTATION for his assumption, why Sealy is not willing to send another inspector, why Sealy stated only needed a picture of frame to honor warranty and then didn't honor. The inspectors is a HUMAN and when a human makes a mistaken assumption, Sealy should be like a human and look at complete history since I reported the squeak and not be single focused when presented with documentation that the inspector made an illogical assumption and look at the supporting documentation that I submitted to refute his assumption. You state in your March 12, 2024 EMAIL (see attachment) you wrote the below: Again, Sealy should be like a human and look at complete history since I reported the squeak and not be single focused that they need to go by inspectors rulings based off an assumption and no supporting documentation.
“The reason I sent out the inspector for you is because you weren't able to take a photo of your bed frame, which I had asked for. The inspector is the one who ruled that both of your products weren't defective and that the noise was being causes from the things stored underneath. Since you couldn't take the required photo and needed an inspection, WE NEED TO GO BY THEIR RULING.
Sincerely,
***** ******Customer Answer
Date: 03/27/2025
Complaint: ********
I AM REJECTING YOUR RESPONSE TO BBB DUE to the below
(FYI - My Questions and Requests are within my reply below)
1. After reporting the squeak to Sealy, I was asked if the squeak was from my mattress or box spring. I lifted my mattress with 2 bowls turned vertically and with ONLY the weight of my hand I was able to press on my box spring and hear the squeak. I sent Sealy the requested video. Basically, I had to provide SEALY supporting PROOF.
2. In your March 12, 2024 EMAIL (see attachment) you wrote: "The reason I sent out the inspector for you is because you weren't able to take a photo of your bed frame, which I had asked for."
3. The inspector came to my condo by himself and not with the 2nd inspector as Sealy informed me they requested. Since the inspector also stated he didn't have a work order, I explained that Sealy not only wanted a picture of the complete frame but also wanted to confirm that there wasn't a squeak in the mattress. We both jumped on the mattress and confirmed no squeak was in the mattress.
4. I informed the inspector that you had been sent a recorded video of the box spring squeak and only needed him to determine whether the mattress also had a squeak. Although you already had video of the squeak and had approved under warranty as well as never said squeak was “NORMAL”, I find it surreal that you later informed me by email the that you requested the inspector check the foundation for noise: “I informed you I could have an inspector come to take the photo since you couldn't. When I filled out the inspection report, I asked them to take a photo of the bed frame, as well as inspect the mattress and FOUNDATION for NOISE.”
5. After the inspector removed the box spring, we both pushed the box spring with our hands and heard the squeak. A full body bounce wasn't done because Sealy had already confirmed the squeak was in the box spring and approved the replacement after the requested picture of the “full frame” was sent to Sealy.
6. You stated in an email dated March 5, 2024 "I can proceed with your foundation warranty once we receive a photo of the bed frame the foundation is resting on. We will need a photo of the full bed frame, not a partial photo/photos. I attached a sample [photo for you in the attachments."
7. Since only a hand press was done on the box spring and a full body bounce on the box spring wasn't done, the inspector also ASSUMED the squeak was NORMAL. Since I had a lot of items under my bed, the inspector also ASSUMED the items were causing the squeak. As an inspector, he should know there is more than one CAUSE of a squeak and he should have troubleshooted accordingly instead of making an ASSUMPTION. Also, the inspector should have requested that I remove all items under my bed before making an ASSUMPTION. I find it surreal the inspector said nothing to me about his findings. Again, the inspector stated the items under my bed were causing the squeak without any PROOF.
8. I sent pictures of ALL items removed from under the bed. I made 2 videos of me on the bed after all items were removed and the squeak is still there. The videos are PROOF that items under my bed were not causing the sudden squeak
9. Per your EMAIL dated March 5, 2024, the inspector was only sent to take a picture of the frame since I had already sent you a video of the squeak per your request. You had no issue with the squeak and never said squeak was “NORMAL”. You stated in an email dated March 5, 2024 "I can proceed with your foundation warranty once we receive a photo of the bed frame the foundation is resting on. We will need a photo of the full bed frame, not a partial photo/photos. I attached a sample [photo for you in the attachments."
QUESTIONS
What did the inspector mean by "NO DEFECTS" found on my box spring. Was he only talking about "VISIBLE defects"?
Since Sealy requested that I provide SUPPORTING PROOF of my box spring squeak, why didn't Sealy request the inspector provide SUPPORTING PROOF of his “assumption” findings?
Where is the PROOF of a video or picture from the INSPECTOR of items TOUCHING the box spring to PROVE his assumption?
Why didn't the inspector confirm his ASSUMPTION by asking me to remove items under the bed and then make a video to see if there was still a squeak after the “ASSUMED” cause” was removed? NOTE: The items under my bed DO NOT touch the bottom of my box spring. The inspector only took a picture of the frame after both the mattress and the box spring were removed and made an ASSUMPTION that the items under my bed were the “cause of the squeak”.
Since Sealys process required supporting PROOF from ME (a customer) by requesting a video, Sealy should request the SAME from the inspector. It is not professional to have different requirements for a customer and an inspector. This 100% lack of and failure in customer service is noted and I'll never purchase another Sealy product again. I will also share my experience with Sealy with others.
I AM REQUESTING THE BELOW:
Sealy to honor the warranty of my box spring since the inspector submitted NO DOCUMENTATION of his ASSUMPTION that items under my bed are the cause of the squeak.
Sealy to honor the original approval that the SQUEAK in requested video was sufficient by SEALY and would have been honored had I been able to submit the requested picture of my frame.
NOTE: I weigh approximately 110 lbs and I am single and I am the only one sleeping on my mattress. During the past 5 years (a year ago), this means that both my mattress and box spring have not had much weight or activity. Therefore, it is reasonable to conclude the sudden squeak is due to a MANUFACTURING DEFECT.
At the very least, Sealy should agree to send another inspector. It is unknown why Sealy is not willing to question an illogical conclusion of an inspector who submitted to DOCUMENTATION for his assumption, why Sealy is not willing to send another inspector, why Sealy stated only needed a picture of frame to honor warranty and then didn't honor. The inspectors is a HUMAN and when a human makes a mistaken assumption, Sealy should be like a human and look at complete history since I reported the squeak and not be single focused when presented with documentation that the inspector made an illogical assumption and look at the supporting documentation that I submitted to refute his assumption. You state in your March 12, 2024 EMAIL (see attachment) you wrote the below: Again, Sealy should be like a human and look at complete history since I reported the squeak and not be single focused that they need to go by inspectors rulings based off an assumption and no supporting documentation.
“The reason I sent out the inspector for you is because you weren't able to take a photo of your bed frame, which I had asked for. The inspector is the one who ruled that both of your products weren't defective and that the noise was being causes from the things stored underneath. Since you couldn't take the required photo and needed an inspection, WE NEED TO GO BY THEIR RULING.
Sincerely,
***** ******Business Response
Date: 03/27/2025
We stand by our initial statement.Customer Answer
Date: 03/28/2025
Complaint: ********
I am rejecting this response because:BBB sent me the following instructions: "BBB has received a formal response from Tempur Sealy International Inc.. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution. If a business has made a fair offer to resolve your complaint, it's important to consider accepting it." SiNCE SEALY HAS MADE NO OFFER TO RESOLVE THE COMPLAINT, THERE IS NO OFFER TO ACCEPT. Sealy is being unreasonable and has offered no customer service. Sealy is not willing to send another inspector who will provide video documentation that I've already sent to them in this BBB Complaint. The squeak from my boxspring is not caused by the items under my bed. Also, another inspector can put full body weight on the box spring to confirm squeak is not normal. At a minimum, Sealy should offer to send another inspector. I'll never buy another Sealy product and I will share with others the lack of customer service from Sealy.
Sincerely,
***** ******
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