Tempur-Pedic North America
Reviews and Complaints

---Big Nightmare Was Lied to Manipulated. Confused I'm disabled.

With no disrespect I hated my Tempu .Even delivery driver was nasty and rude.

Was lied to by metromattress who sells Tempurpedic, I was swindled into spending $5,000 for a mattress that was never for me. It caused my back to go out several times. I could never sleep more than 3 hours.

I got physically sick. And still am. In fact, I've developed a cough, Due to these 90 days of hell. I can't get rid of ever since I tried sleeping on this supposed soft mattress which is hard as the floor. I never broke it in, It never molded to my body.

I was told they would honor Tempu 90-day guarantee. And waive $99 return fee.

I tried to contact the regional sales manager who sold me mattress.

On day 11, and 13 telling him the nightmare I was having asked for advice. That if he wasn't able to help me I want mattress picked up at once.

Craig is a shady salesman that will say anything to get the sale, then abandon you once sale is done.

I have his personal email. Craig Ptaszenski After the sale he stopped responding.

He claimed it was day 92 when I txted him to come pick up the mattress. After sending him several emails. Stating he won't take it back.

I'm on SSI disabled both physically /mentally. Craig P from Metro Mattress lied, took advantage of me, and said he won't take it back before 90 days.

Everything he said was a lie,

I tried to return mattress on the 11th day [ 6/20] and resent Craig email on [6/22]13th day of ownership,

and then what I thought was the [90th day] Craig said was the 92 nd day.

Craig was unclear by so many things. I thought he said I had to give it at least 90 days to break in the bed before he would take it back.

I truly am confused by this whole thing and Craig was not honest to me on ANYTHING.

1] THIS BED WAS TRULY FOR ME - LIE

2] YOU CAN TRUST ME AND I WON'T STEER YOU WRONG- LIE

3] I WILL GO TO BAT FOR YOU IF YOU EVER HAVE A PROBLEM OR WARRANTY CLAIM WITH TEMPU- i WILL NEVER LET YOU DOWN- LIE

4] IF YOU PAY IN FULL WITHIN 1 YR/12 MONTHS THERE WILL BE NO INTEREST CHARGE OR ANY OTHER CHARGES INCURRED- LIE FESTIVA FINANCE COMPANY SLAPS WITH $49 ANNUAL FEE

5] ANYTIME YOU NEED PLEASE EMAIL ME AND I WILL ALWAYS GET BACK TO YOU ASAP. -LIE

CRAIG LIED TO ME ON ALL 5 OF THESE ISSUES.

Some notes

I TRUST AUTHORITY SO I TRUSTED HIM IN HOPING HE WOULD HELP ME FIND PERFERT MATTRESS.

HIS TRICKERY IS IT WILL MOLD INTO YOU. AFTER 90 DAYS THAT IS NOTHING BUT LIES.

I ASKED HIM BY EMAIL ON THE 11TH AND 13TH DAY IF HE COULD NOT HELP ME WITH THE NIGHTMARE OF NOT BEING ABLE TO SLEEP, THAT I WISH HIM TO PICK UP MY BED AND RETURN IT AT ONCE. HE NEVER RESPONDED.

I feel deceived and tricked into his expertise and trusted him, but he scammed and conned me into terms and costs I could not afford.

IS INFO:

FROM HIS CARD

CRAIG P

Regional Director Tri State Area

[protected]

[protected]@metromattress.com

I JUST WAS FOLLOWING THE DIRECTIONS I WAS GIVEN.

Last TXTED Craig: on Sat 9/23 After he claimed to be out on mandatory sick leave for 2 wks. when I initially contacted him.

on 9/9 by email. It was 6/9 when bed was delivered. Which I thought was exactly 90 days. Because they both are 9th day of each month.

Txted:

I put my trust in you, and you let me down big time by not responding to my major concerns Tue, Jun 20 at 4:42 AM email, and resent on Jun 22nd.

so, you are as much to blame as me, because you failed to return my email and answer my concerns. If I have to contact people, I will bring that up as a valid concern.

that fell on deaf ears, you have left me stranded with a bed that was never for me in 1st place.

I cannot let this go; you took 6 months income away from me.

he didn't stand by any of what he said. I got it all in email. Before I bought the Soft Adapt in King size. At $4,699 + tax.

I never spent over $900 before this mattress. I still owe $826 to the credit card company Festiva who unlike MM said no charges of any kind if paid with in 12 mos. Slapped me with a $49 annual fee. Not disclosed.

I already replaced this mattress at $499.

This king-sized mattress is blocking my access to my bedroom closet.

Took very good care of it. Left sheet and mattress protector on your bed.

It takes up 1/2 my wall. I need to regain my sanity, have peace of mind back.

Friend told me I should contact the Social Security Admin and file a fraud complaint.

Metromatress took my March, Apr, May, Jun, Jul, and Aug SSI payments to meet my obligation of $5532.

attached receipt below.

He also said to file a complaint with fbi crime bureau in Wash DC.

FBI.GOV CRIME BUREAU

THE MASS ATTY GENERAL OFFICE

I don't want to do any of that.

I want to live my life in peace.

Not harming anyone.

Would you please I beg of you. Get this mattress returned at once and return my money. If possible, get the $49 yearly.

fee returned to me too.

I am moving in a couple of months. and I will have zero room for more than one bed. Please make my nightmare go away.

I'm sorry I didn't understand all the confusion Craig threw at me. As being disabled I have mental limitations.

I'm doing best I can. Yet I struggle to understand all.

And I respect and honor authority figures like Craig. This was a big mistake on my part.

I ask for your forgiveness. I tried to contact people in charge from Metro mattress by email. I did not get one response.

Since it's your bed I am hoping you will help me.

Here are their emails

graye.[protected]@gmail.com

,

john.[protected]@gmail.com

,

[protected]@triarctic.com

,

[protected]@metromattress.com

Jason Mehl

President and Chief Executive Officer

Metro Mattress

Camillus, New York, United States

[protected]

-----------------------

John Brown

Vice President of Operations

Metro Mattress

Syracuse, NY, US

Again, did not get a response back.

I am sorry to have to contact you this way and trouble you for your time.

I found your addresses on the net.

Thank you for your time, and hopefully helping me make this nightmare go away.

PS I'll wait till I hear back not knowing who best person is to resolve my issue.

Then I'll fwd. the emails from Craig P as proof for all this.

meanwhile I will attach my receipt.

Sincerely.

Doug S

eric.[protected]@tempurpedic.com

tom.[protected]@tempurpedic.com

cliff.[protected]@tempurpedic.com

scott.[protected]@tempurpedic.com

bhaskar.[protected]@tempurpedic.com

The memory Foam is breaking down after 1 year and 7 months. Tempur-Pedic is having you measure this piece of foam for gaps, hello it's memory foam and it looks perfect until you try to sleep on it, we have indentations from sleeping on it for 1 year and 7 months. I had to send them several photo's and what will this prove, nothing! The process is terrible, I already have a bad back and after making and unmaking my bed including removing it from the cover it came with and then having to put it back on, there is a good chance I will get denied on a 10 year warranty. I called to speak to a manager and was told there was no one, after working in customer service for 25 years, there is always a manager available for an upset customer. After all the people that are supposedly helping you are reading from a script, I should be impressed they can read. I'm frustrated, we can't sleep and they don't care.

I am in the process of replacing my adjustable base under a warranty replacement, however, Tempur-Pedic I cannot replace my base unless I pay another $600. Tempur-Pedic is refusing to provide me with enough credit for me to replace my adjustable base with the equivalent base. They said since they have come out with a new model, I will only get $999. Therefore, I will need to pay the difference if I want to replace my defective base. Nevertheless, both bases are still the Tempur-Pedic Ergo Power Base, which to me is the same model adjustable base and asking me to pay the $600 is not acceptable. Tempur-Pedic must provide me with enough credit to get the equivalent base. When they gave me the credit to exchange my mattress, they gave me an additional $900, I paid $2599 and they gave me $3499 to get the equivalent mattress, there is no reason for them not to give me the additional $600 to replace my adjustable base.

8/14/2023 Trying to register the mattresses(Split King) I purchased on line on 6/22/2023. I took a picture of the law tags on both mattresses. I put in the numbers that are on the tag yet continue to get an error message so I am unable to complete the registration. Tried calling Customer service at 11AM EST yet I am told no agent is available to take my call. The site states customer service hours are 8am to 8pm EST yet no agent?

Purchased online (special sale) delivery 1-2 weeks. Purchased on June 11, received a call that it wouldn’t be at their delivery hub until the 29th ( 2 weeks + 4 days).

They call and set up delivery for July 5th between 2 pm and 6:30 pm. Received another call stating we were not on their delivery area, they needed to get an approval to deliver to this area. They rescheduled delivery for July 6…. No time given! Can someone please explain to me why they didn’t have this figured out in a months time?

I recently bought a new mattress from Tempur-Pedic lured in by the "RISK-FREE TRIAL" and Free Delivery assurances. The mattress was way too firm and was causing us lots of pain and was way too hot.

When I tried tried to return it, I was hit with a $175 free. Now, this was not clear at all during the check-out process. I did later find on the "return policy" page information about the charge, but its not clear beforehand. You have to dig for it.

I think by Tempur-pedic using the phrase RISK-FREE TRIAL is a lie and should be changed. Because it's in face, not free.

They are selling mattress with warranties and then denying coverage for everything under the sun. It has a sag, like those who have complained to you on this subject. Their mattress warranty should cover the defect, but they find every excuse to deny it. I gave pictures, i gave more pictures, then I showed the dip and then they asked for a picture of the base, which it wasnt on a base, since I have been dealing with them for two years. I have the original receipt and I have photos and I have the base that was used up until I reported the defect and filed the complaint. Now since a picture of the base it was sitting on for the additional pictures that they requested to support the sag, they now say that was the base and its not approved...no matter what I tell them that here is the base and here is the original receipt and here are witness that will testify it was not slept on or was this base used since filing the claim, they still deny. Its a complete scam and their should be a class action lawsuit against them, but their warranty also prohibits that.

We brought a tempurpedic mattress from Ashley Almaden Store and its not honoring 90 day trial from tempurpedic as I want to exchange to firm instead of medium firm. No one in the store has informed about this and now I am sleeping with a new born on FLOOR though I spent $7000 in the store as I dont feel safe with a baby sinking in the mattress with the medium firm when she breastfeeds beside me. Store manager doesnt want to listen to customers and complains that he dont have time to listen to customers issues as he is busy, Its misrepresentation of information and hiding key details while purchasing, frauding customers with misinformation stating that Ashley is a major retailer of tempurpedic but not honoring tempurpedic trial period and not listening to customers is very poor customer service. If this is how you deal with a customer who spent 7k I am not sure what kind of customer service is this, The Store Manager at Ashley advised us we needed to contact Tempurpedic directly to take advantage of the trial period. Tempurpedic said that since we purchased from a retail store, that we needed to go through them. Please resolve this before I reach out to news channels on this fraud. I used to trust tempurpedic being top brand but leaving it to retailers on customer service is not the right thing to do if you really value customers. Really appreciate your help in resolving the issue

I purchased this mattress two months ago and ever since then I have been experiencing body ache and fatigue like I am fighting an illness or allergy. I have spent time and money ruling out every possibility through blood tests and dr. visits. Its debilitating and it's getting worse. I have left the mattress outside to air out, I have cleaned the zip off top 5 times and whenever I put my face against the mattress I go into a coughing fit. The People at Mattress Firm where I purchased it said there is no way it's the mattress making me sick. I have been very open to finding other reasons but nothing else seems to be the cause of the Body aches, weakness, headaches and respiratory issues. this is unacceptable for a $5k mattress. I need to replace this mattress and through research I think it needs to not be made of memory foam. Please give me a refund.

We purchased a tempurpedic mattress at a cost of almost $5k only a year an a half ago. My husband starting noticing a sag bit didn’t say anything and then a few months later I was having to climb out of what felt like a hole. My lower back had been killing me and I mentioned to my husband. He said I think it’s our mattress. It is not firm anymore. So I filed a warranty claim stating our mattress definitely had a big sag in the middle, produced all the pictures, sales receipts etc and it was flatly denied.

I have owned this for a year and a half - not 8 or 9 years. This is a relatively new mattress that is definitely a lemon. Tempurpedic did not give a reason why they denied the claim but offered me a 40% discount on a new mattress. Really?! I replied “This response is an insult considering all the money I spent and why would I buy another one of your mattresses if you weren’t going to honor the current warranty. “ This company is a joke. The warranty is a joke.

BUYER BEWARE. Purchased our tempurpedic mattress in 2018. Recently over the past year we have noticed visible sagging & softening which has resulted in extreme back pain for my husband & I. Have tried filing a warranty claim only to be told a million different excuses why they won’t honor the warranty. They will only communicate through email as well. I have asked for somebody to call me & am told sorry we only communicate through email. Probably because it’s easier to turn people down through emails & your left helpless with a expensive, defective product. When making a warranty claim they will NOT come out & even look or evaluate your bed. They are extremely picky about what THEY consider to be proper support for your mattress & that your mattress has to have “proper ventilation”. I have sent multiple snap shots off the website stating different facts about what the warranty states & repeatedly told basically oh well….. BUYER BEWARE if you buy one of these very expensive mattress’s they will try to find any excuse not to honor the warranty. TEMPURPEDIC has a reputation for handling warranties like this. Making up rules as they go & constantly moving the goal post back. We have made sure over the years to take excellent care of our mattress, provide proper support only to be told they can’t help us. We had really hoped spending the kind of money we spent on a mattress it would last more than 5 years. Extremely disappointed in such a well known company.

I have received 4 exchanges. All for mattresses have very deep sag. When I sit on the edge of the bed, the sag is so deep, I slide right out of the bed. I asked for a Sterns and Foster Bed in exchange and that was refused also. No more exchanges will be done. Tempurpedic is a very dishonest company and they are selling defective/inferior mattresses for top dollar. My cal king is 72 x 82 instead of 72 x 84 so the sheets do not fit. All 4 technicians deemed there to be issues with the mattresses that is why there are so many exchanges. I feel like I am sleeping in a hammock with zero lumbar/torso support. The Tempurpedic LuxeAdapt Firm Cal King was almost $5,000. When my husband and I are in the bed at the same time, we both sink at least 6 inches creating a huge hump in the middle of the bed. Tempurpedic will not accept those pictures. They will only accept pictures using a quarter and a yard stick. Since the mattress goes back after getting out of the bed, using the quarter and the yardstick never shows the deep sag and it is a ridiculous and very clever tactic. It appears, I will be forced to file a small claims filing or hire an attorney because upon speaking to Melissa Fannin on 6/23/22, she will not do any more exchanges. Hoping someone higher up in the company cares about how I am being treated. I am 64 years old soon and this mattress is causing spinal problems which I am currently seeking medical help for so that is also documented.

Sad to tell you - if you are thinking of buying a Tempur-pedic because you heard it is the "top of the line"... You've been misinformed - the only thing "top of the line" about them anymore is the price!

We bought their mattress when the company was small - cared about its customers - also when they had no competition. Unfortunately, our 1st mattress did have to be replaced due to serious sagging issues. Even though that was an ordeal,

the lady was great to deal with, she even verified that we would have a new warranty starting with the new replacement mattress.

It has now been 8+ years and this 2nd mattress has lumps, ridges and is extremely uncomfortable. I contacted the company's customer service - who now is also doesn't also outsourcing that portion to place a wall and not take care of customers issues regarding their "supposed warranty".

Basically, I was blown off regarding the warranty replacement stated in the paperwork for issues prior to 10 years - and remember this is our 2nd go round with a bad mattress... Seriously!- Oh - by the way, I did let them know I was disabled, and that this is a serious problem for me.. They couldn't care less! Don't buy a Tempur-pedic you will regret it - warn your friends and family.

I purchased the most expensive mattress they had in the store, Tempurpedic, for the most comfort. I did not like it. Their exchange policy said "You can exchange your mattress purchase one time after the original purchase, within 120 days of purchase, for a new mattress of equal or greater value, provided you have slept on it a minimum of 30 nights". I was within 120 days, slept on it 30 nights but they would not allow me to exchange the bed for the one because the one I wanted was not a Tempurpedic. I was not warned or told the company exchange policy means you can exchange but it must be with the same manufacturer. I was not liking Tempurpedic and did not want another Tempurpedic mattress. Chrissy assured me before I bought the bed that I could exchange the mattress according to their policy. Well, their policy does not mention you must stay within Brands, or with the exception of Tempurpedic. I felt deceived. I lavished $5k on a mattress I don't like and now I'm stuck with it. This was a year ago and I am still very upset and angry about this. Mattress King manager Nate said it is not their fault that Tempurpedic won't allow us to exchange for a different brand. The point of my complaint is that they were not upfront nor transparent about this in their company policy for exchanges.

I purchased a Topper in March 2021. Sales slip number : [protected] dd 12/03/2021 .

When I made a purchase at 20 Martin Road in Dec20, I was recommended by the in-house staff to try out the Mattress on Sale. I told the staff I have purchased my new mattress. But the staff insisted I lie down for a while to try the difference from other brands. I was assisted by the two gentlemen to help me get up the mattress as I had a major Scoliosis surgery with implant on my back. I got up and said I will give it a miss for the mattress. Why not give our Topper a try. I was told it is a double sided topper with a plush or smooth side to choose for sleep comfort. I asked if it was firm enough for my Scoliosis back. The staff said it is OK.

However, through the night I had a bad back and eventually back pain when I woke up in the morning. The pain persisted through the day.

I rang Tempur Customer care and was advised to write in to the management regarding my concern, which I did.

Tempur Customer Service replied 20 days later thanking me for my patience as they were checking my queries. What followed was shocking and disappointing as the Customer Service was simply explaining the Topper product from sales point of view. Customer Service said they were checking my queries but did not response to my queries at all. This was disappointing though but even more disappointing is the reply was signed off as Customer Service without a name.

I replied to the Customer Service in December 2021 and January 2022 but there was no response till now. Is this how Tempur treat its customer?

Following is the email correspondence:

Dear Tempur Customer Service,

Will I be getting any response from Tempur?

Best regards

From: Allen Ang

Sent: Tuesday, 7 December 2021 3:33 PM

To: Tempur SG Customer Service

Subject: RE: Tempur Topper -Queen ( dd 05/10/21 )

Dear Tempur Customer Service,

You don’t seem to be replying my query but merely explaining the product, which is not my query.

Since you mentioned that Tempur mattress is not suitable for people with scoliosis, then why did the staff at 20 Martin Road said to me that the Topper is ok for my scoliosis?

Best regards

From: Tempur SG Customer Service

Sent: Monday, 25 October 2021 6:45 PM

To: Allen Ang

Cc: Tempur SG Customer Service

Subject: RE: Tempur Topper -Queen ( dd 05/10/21 )

Dear Ms. Ang,

We thank you for your patience as we are checking your about your queries.

Our Tempur Topper are made of 100% TEMPUR® foam Material which is a pressure-relieving surface, engineered with a viscoelastic open cell structure that absorbs and evenly distributes the weight of your body for maximised comfort. The temperature-sensitive properties soften, compresses and conforms to the unique shape and weight of your body at average room temperature for personalised support. The high density of the material ensures maximum dimensional stability and comfort. It reacts to the thermal impact of the body. The viscoelasticity in the foam material ensures your TEMPUR® returns to its original shape after compression, with a certain built in delay.

Tempur is not a medical brand, therefore we cannot say if it is suitable for a person with scoliosis.

If your previous mattress or pillow used more traditional methods of support such as springs, feathers and/or fiber, it is likely your TEMPUR® products will initially feel different. The unique pressure-relieving properties of the TEMPUR® foam Material, can take some time for the body to adjust and get used to.

Hope this answers your queries. Thank you and have a nice day.

Best Regards,

Tempur Customer Service

From: Allen Ang

Sent: Tuesday, 5 October 2021 10:19 PM

To: Tempur SG Customer Service

Subject: Tempur Topper -Queen ( dd 05/10/21 )

Dear Sir

I purchased a Topper in March 2021. Sales slip number : [protected] dd 12/03/2021 .

When I made a purchase at 20 Martin Road in Dec20, I was recommended by the in-house staff to try out the Mattress on Sale. I told the staff I have purchased my new mattress. But the staff insisted I lie down for a while to try the difference from other brands. I was assisted by the two gentlemen to help me get up the mattress as I had a major Scoliosis surgery with implant on my back. I got up and said I will give it a miss for the mattress. Why not give our Topper a try. I was told it is a double sided topper with a plush or smooth side to choose for sleep comfort. I asked if it was firm enough for my Scoliosis back. The staff said it is OK.

Given the promotion offer, we made payment at Tempur Sleep Haven.

I have made purchases from Tempur more than 12 years now so we trusted the in-house staff to purchase a Topper. The Topper was delivered on October 2nd, 2021.

We unbox and placed the Topper on our mattress last night. We chose the smooth side. We covered the Topper with a mattress protector and fitted bed linen. Through the night I had a bad back and eventually back pain when I woke up at 7am. The pain persisted through the day.

I rang Tempur Customer care and was greeted by Ms April on the phone. I shared with her what happened to my back pain. She understand the pain I am having.

Ms April suggested I write in to the management regarding my concern.

Can I please clarify with Tempur Management if the Topper is suitable for a Scoliosis back ? I appreciate your reply for this matter.

Kind regards

Ms Ang

About 2 months ago my husbands frame on the Ergo base (we have a California king we bought in 2016 for over $ 5200.00). We did not even ask for them to pay for it or replace it - we simply wanted the part so we could fix it our selves.
Then the customer service team said no its under warranty and transferred us to that department. The warranty department made us send in the pictures along with the serial numbers 4 times and then ghosted us. I then tried to send an email to the CEO Ms. Thompson - but you can imagine how that went.
He doesn't give a crap either. We never got an answer...
It would not be so bad if my husband did not have a condition in his back where he needs to have extra support and move his feet or his upper body up.
At this point we are buying from a competitor and are vowing to tell our story everywhere to keep people from buying their product they don't even stand behind. Shame on you Tempurpedic!

I have done everything they have asked me to do and yet I still do not have my refund of over $1200. I have called my bank Wells Fargo who issued the credit card and they say the refund has not come to them.

During one email the customer service rep said the bank must be holding it up. I doubt that seriously. Why would my bank not credit my account ?

I have asked both the bank and Tempurpedic to call the other but neither will do so. That would clear up this thing, but they simply will not. It is a substantial amount of money. over $1200. I am beside myself with exasperation.

While attempting to file a warranty claim with the business I am being told the warranty wont be honored because of a stain. The customer service person acknowledged that the stain did not impact the product but would need to be cleaned before the warranty would be honored. What sense does it make to clean a mattress before throwing it away? This company is just making every attempt to not honor their warranty and passes me from one customer service person to another with no attempt to resolve the problem.

I purchased this bed on 11/8 and it was delivered a week later. The bed in the showroom was so much softer than this bed. This bed is rock hard and sometimes feels like it is lumpy which is so uncomfortable. I purchases from Ashley furniture in Manassas Va 20109 and I am not happy with them either. They charged me $3, 049.99 for the bed and it replaced my old bed which I no longer have. I am extremely disappointed and I am writing you because I don't think I can sleep on this. However, I cannot afford a new bed. Please offer me some answers
thank you Deborah Steacy
[protected]@gmail.com
[protected]

On july 2, 2020 ordered tempur-adapt-cooling topper. I was not happy with the topper and customer service arranged for pickup and on 8/14/2020, it was picked up by tempur-pedic contractor, fidelstone last mile, inc. The customer service is confused with the paperwork and unable to provide me the refund so far. Quality management should be fired for doing such a lousy job in establishing efficient process in dealing with customer issues.
Order#318445224267; pickup order# 3605126; SKU# 11386180
Rao Palanki

I called customer service because
the motor to my headboard was not working. An agent returned my call on 12/18/19, but unfortunately I was flying home for Christmas that day and could not take the call. I returned the call on 12/19/19 and left a voice mail addressing it to Heather K. No return call. I again called on 1/7, 1/8, and 1/10/20 without receiving a returned call.
Their recording when you call says they value your time and rather than have you hold, you should leave your name, number, and a brief message as to why you are calling and they will call you back. Doesn't say when they will call you back—maybe next year?
A lot of people purchase their beds because of the name, but when you have a problem, you cannot get any help. I have definitely let my friends know how I have been treated so that if they were thinking of purchasing a TemperPedic that they may want to purchase a different brand. Their Customer Service is the WORST!