Tempur-PedicReviews of tempurpedic.com

I do not understand how Tempurpedic can still be in business. Their customer service is the worst I have experienced, probably EVER! We received our base and HALF of our split king mattress. We call customer service and they open a 'ticket' and say they will call us back within 3 business days to let us know how they will get us the other half of our mattress. I ask for a manager. They have to open another 'ticket' to speak with a manager. And tell me to be sure to answer my phone because they will only call once. Well, they haven't called at all and they continuously send emails to let me know that they have my ticket and will ship out the bed when they can. I've never been treated this badly in my life by a company that i've spent thousands of dollars for a product. it's unreal!

I received a Tempur-Pedic Split King Ergo Smart Twin XL bases and set them up based on the Split Base installation on a Friday evening. Connecting the bases together, as required to allow the Sleeptracker-AI processor to work, fails with the message "MISSING CONTROL BOX". After calling Tempur-Pedic and being put on hold for over an hour; I was transferred to the company that makes the controllers for their beds vs. them helping me. I ended up having to call back the following day since they closed and wait again for a service tech to answer. Once I finally connected to a Sleeptracker tech I was told to connect the bases up differently from the instructions by bypassing one of their "SMART CABLES". Neither way worked so I was differed to the Sleeptracker second tier support; Matthew. He sent me an email with instructions and images explaining how to connect the bases that was identical to the instructions the previous tech told me. There were emails back and forth with Matthew explaining and illustrating the setup and connections before he finally agreed that it doesn't work but blamed it on a bad "SMART CABLE". Fortunately; each base has a duplicate Smart Cables so I was able to take the one from the second base; however, that one didn't work as well and Matthew blamed it on another bad Smart Cable. He was going to send out a Smart Cable that he "Updated" but it was going to take time to get it. I already reported the issue to the company that sold the bases to me and they were already sending out two brand new bases. New bases came the following Tuesday and I had the installers try to connect and setup the bases but it failed with the EXACT same issue and Matthew again told me it was a hardware issue with the Smart Cable. At this point I have tried FOUR new bases and Smart Cables and NONE of them worked. Since NONE of their products are returnable I would HIGHLY recommend a FULL demonstration of them setting up the bases working with the Sleeptracker!!!

Horrible customer service. Bought a mattress on their website after 2 weeks UPS still showing “label created” only. Contacted them, found out it was lost. I had to wait on a ticket for it to be reshipped which takes 2-4 business days. I asked if the replacement could have expedited shipping or I receive some kind of credit, they said no. Asked to speak to supervisor, they said I could only receive a callback in 3-5 business days. Here I am, thousands of dollars later with no bed and no idea when I will get it!!! Terrible terrible service with no resolution. Should be ashamed.

Paid $3,127.32 for a Pro Adapt Medium mattress, foundation (box spring), and luxury mattress protector on 8 May 2018. On 22 Jan 2022 filed a warranty claim because the mattress had lost support becoming too soft and demonstrated this by submitting pictures of a 5 lb. weight placed in affected area vs equivalent unaffected area in middle of the mattress. Response was "It appears that your mattress has experienced what we call “physical abuse” or damage to the structure and/or cover material, including but not limited to, burns, cuts, tears, liquid damage, stains or damage following improper storage. This damage is damage that occurs when the mattress has not been used in the expected way or it has experienced some improper use/handling over time." The only "abuse" this mattress encountered was being slept on for 3-1/2 years. Their warranty is nothing more than a promise to get you to buy - you will never collect a dime or receive any satisfaction should you need to file a claim. Failure of the mattress to successfully perfom over the warranty period though is extremely doubtful is sleeping on it is considered abuse. We have no pets, nothing was spilled on the bed at any time, mattress protector was on the bed the entire time and it was placed on TempurPedic foundation purchased with the mattress.

I bought 2 tempur-pedic mattresses and 2 adjustable bases which costed me $6000!! The $300 in free accessories promotion was in effect, however no one explained that you would have to use it at the exact same time you purchased the beds. I called and the customer service rep was very rude and basically told me straight- no, we can’t honor that promotion. Seriously!! Spending that much money you would think their customer service would be better or at least helpful. She refused to let me speak to a supervisor and told me the only way is to contact them through email. So I did. I got the same response in my email…. No they cannot honor that promotion! And the responder to email stated that their department doesn’t handle those situations with promos. And they didn’t even give me a number or contact for a department that could help me. I’m sooooo disappointed in this company! Spent so much to get bad customer service and no other options! I don’t recommend this company at all. Maybe buying a tempur-pedic bed from a retailer might be better with their customer service?? Who knows! But I’m not planning on buying from this company again.

Tempurpedic We purchased our mattress a few years back and they guaranteed a 10 year warranty on it. Couple years passed and the mattress got softer and softer until we were sinking in it and could barely move. We had the receipts, all paperwork, etc and filed the claim with all paperwork included. We got a message back that it had a mattress protector on it and would have to take it off and resubmit all paperwork. That was done. Their claim department told us 5-10 days to receive a response. We have emailed twice since then with again no response. It has now been almost two months since our email and we have heard nothing. We were forced to purchase a new mattress because we were awakening in so much pain both of us could barely move. Their warranty department is not a warranty. For a $5,000.00 mattress, I guess I would expect a little customer service. Guess that was too much to ask. I rarely ever write reviews unless the product or company is stellar or horrible. They have all my contact information and have chosen to not even respond. Will never buy a product made by this company nor recommend it. Sorry for all those that have a tempurpedic. It’s only a matter of time..

Do not waste your money. These used to be great beds - had one for 12 years before foam started breaking down. Our new one which cost $5000 - double the price of our first one - started breaking down after 2 years. Don't believe their warranty. Memory foam is just that - it has memory - you will not see any evidence of the foam breaking down, but you will certainly feel it. Customer service would do NOTHING.

I am a very dissatisfied customer and will not be recommending tempurpedic to any of my family or friends anymore after the way I am being treated.If something changes in a positive way I will change my review.I was promised a certain mattress as I have purchased two over 10 years only to be told I would have to add a crazy amount of money after being promised it would be done for me.I guess this companies word means nothing.They should stick to their error and honor what was promised to me.