Tempur-PedicReviews of tempurpedic.com

There is no customer service! I have called three times today and finally hung up each time after being on hold 30 minutes, 45 minutes and one hour!!! I have left several email requests and have not responded to one response. They only shipped half of my bedding order and I paid for the entire order. I am going to cancel the entire payment through AMEX and put the onus on them to resolve. I am DONE trying to contact them. Truly an unexplainable anomaly when you have a company that provides a top notch product line and literally has the worst customer service organization I have ever encountered!

The WORST customer service. I have been trying to get someone on the phone. Waiting 3 hrs..on hold no one picks up to help. This is the 3rd time I have called. They were supposed to ship my mattresses to do an exchange they sent it to the wrong address. No one will help me. This is a nightmare.

I feel a bit validated after seeing these recent reviews to Tempur Pedic bc, not only have I been dealing with long wait times on hold ( yesterday was an hour till I gave up), today on hold for 30 minutes then inexplicably I was disconnected, was excited to see they were calling back immediately, only to be directed through the automation, back on hold now, again, for 35 minutes After 5 years, the adjustable base frame broke. Literally, the welding of a cross strut broke from the frame. Covered under warranty. Broken base was to be collected and simultaneously, the new base would be delivered. That was in late October/early November. Bc I couldn’t sleep on a lopsided bed a friend helped me collapse the entire frame to the floor so at least I could sleep flat. The problem is tripping over the legs that are now splayed out in my walking path. Hazardous and painful to say the least. The items that had been stored under my bed have no where else to go except stacked up against the wall in my bedroom. There is little doubt, that This pervasively poor customer service is from the top- down, known and orchestrated. With more push back from us, the consumers, perhaps those making decisions at the top will not only take heed, but quickly bolster their customer service oriented teams, to assist with adequate and reasonable fulfillment of the satisfaction they let customers believe they will have if they choose the Tempur pedic brand. I will not ever buy from this company again, unless I hear of signs any changes in owners/management.

I am now 5 hours plus on hold to customer service. I also emailed but that didn't work either.

Just wow: they have a 90 day sleep trial. I called to return it 60 days in because it sinks and off gasses chemicals. They said someone will come pick it up in two weeks. After 4 weeks, still no one came. So far I’ve called 8 times. They even told me to call the delivery company myself and gave me a return number to provide. The delivery company said they never ordered the return and they don’t have a record of that number. I called again and they “escalated” it to a manager via email who also, gave me the run around and wouldn’t call me or answer my calls. I even tried to put Tempur and the delivery company on email together to clear it up, but Tempur wouldn’t reply to the delivery company or me after that. I’m at a loss for what to do here. This can’t be legal. I’m looking into legal remedies.

Ordered pillows on 12/6 and no updates for shipping. Unfortunate as these were intended to be Christmas gifts this year, and as the days pass I am less confident that I'll be receiving them on time. Attempted chatting and calling, but with no success. The only contact I was able to make was sending a DM through their Facebook page in which they only confirmed they had my order (duh, you took my money already) and that due to high volume sales for the holidays things are behind. Doesn't help me - now to frantically search for a new gift as a Plan B because they are not able to communicate to their customers about what they're doing to rectify this. Definitely not going to purchase from them again in the future.

Really glad I found this. I ordered a topper 17 days ago; called once after a week - one of the oddest experiences I have ever had, all to eventually tell me that I needed to be patient due to high sales for the holiday. And - STILL no topper. No shipping date. No contact. I am attempting to cancel by email

We've been telling everyone over the past 14 years, how great our Tempur-Pedic Deluxe Twin XL Mattress (king Split) Bed system is. Wow talk about a 180 degree change from that to the company we're talking with now. We had great customer support when asking for help and obtaining replacement components COD. We noticed about a year ago that the Mattresses started sagging in the middle, and with back surgery the sagging has gotten to the point of being very uncomfortable. Talking with various dealers we went back to Mattress Firm the company, who we bought purchased the the bed system from. They suggested that we call Tempur-Pedic since the Mattresses are still under the 20 year warranty. We took the Mattress cover off laid a broom handle, one inch thick, across the Mattress as outlined in their instructions. Stood a yard stick up on end and placed it in the center of the Mattress showing the 7/8" gap between the Broom Handle and the bottom of the Broom Handle. Took photos of all the Mattress and Bed Frame tags, also the purchase invoice. We've spoke to their customer service Center twice and the people is aggressive and not very nice to work with, talking over you and basically could care less if they help you or not. Totally unexpected from a company that we've been raving fans for years about. The Photos and information was sent in a PDF file, the claims department (which you can't speak to) has rejected the claim stating all the photos aren't attached, speaking with the Customer Service Representative he apologized stating that he had scrolled down in the PDF file. OK, he resubmitted the claim and again we have been rejected. The guy actually had the nerve to tall us it looks like some one is pushing the yard stick down. He wants us to take everything apart again and use a quarter instead of the yard stick. WHAT in their instructions it outlines a quarter or a ruler. Also, even though they can see the Broom laying across the Mattress from side to side, that we may be picking the broom up or pressing it down to throw the measurement off. I can't believe they're accusing us of Fraud, really again we were going to purchase new Mattress at full price their representative is the one who suggested contacting them. We don't cheat people or companies, out of anything, but we also want to be treated with the same respect. I'm a Regional Service Manager for a Major Company and I can assure you this is not how you build a company or keep your loyal customers. It is a way for a company to not stand behind their Product Label, and for a company to save pennies while losing their loyal customers. I'd be more than happy to discuss this matter but I was told the CEO only reads hand written letters WHAT