Complaint Review: Tempur-Pedic

I purchased a Tempur-Pedic mattress from a local reseller about 4 months ago.  It has a "waranty" of 90 days.  We purchased a firm Breeze mattress and foundation (not the adjustable one).  We were shocked at how much these were, $4,500 but decided to buy because it was the only bed that was recommended by the Arthritis Foundation and had a money back guarantee for defects or satisfaction. 

About 30 days after delivery I decided that it was too firm for me.  I have Rheumatoid Arthritis and am only 120 lbs and need a softer mattress, otherwise I hurt all night long.  The reseller gladly swapped it out for the medium mattress.  We gave it another 30 days but I didn't feel one bit of difference between the two.  I called back to the reseller and told them this was still too firm and could we exchange for the softest model mattress. 

The reseller couldn't do another exchange and referred me to corporate.  I called and a very, very nice gentleman walked me through the process of filing an online "claim".  I specifically stated in my claim nothing was wrong with the mattress, I just was not satisfied.  Within a day, if not the same day, I received an email stating my claim had been denied because they didn't find a defect. 

I wrote the rep back immediately the same day and told them this was a satisfaction claim, not a warranty defect claim.  They apologized and said they were escalating to the satisfaction team and to expect a response from them soon.  I never heard anything so after a couple of weeks, I emailed AGAIN.  Again, I got a response that my claim had been denied.  I went through this frustrating process about 5x before I've just said I'm getting no where. 

I am going to file reports all over the internet, including the BBB, here and FTC plus I will be calling my local news problem reporter and providing my input in a story there.  I will be hiring an attorney to sue them.  All I wanted was a softer mattress.  I even told them in my claim that I was considering buying the adjustable base and that I would gladly pay the $175 delivery/pick up fee.  I shouldn't have to pay anything, but understood this has a cost involved.  I'm a reasonable person but paying almost $5K for a mattress that I am hurting on every night is not fair!!! 

I have met their guidelines for return within 90 days, but they have been the ones to delay the claim now so I'm outside that window.  I was within the time frame, but they made sure I fell out of it by constantly denying my claim that they never addressed at ALL!  They have a guarantee posted on their webiste that is nothing but a lie based on my experience.  Check it out (link is here but I've also copied the statement for your ease in reading this): 

utm_source=2116208&utm_medium=Linkshare&utm_term=https%3A%2F%2Ftempurpedic.knoji.com%2Fquestions%2Ftempurpedic-mattress-trial-period-or-comfo%2F&utm_content=68584X1584340Xd9116c6eac001e7b4a3a1032f447d4ad&utm_campaign=611179&ranMID=42599&ranEAID=TnL5HPStwNw&ranSiteID=TnL5HPStwNw-T0jFD8GXIBEmK1AuQoXMew&affsrc=1&utm_medium=LinkShare&utm_content=1&utm_source=Skimlinks.com&utm_term=611179&utm_campaign=ignite">https://www.tempurpedic.com/return-policy/?utm_source=2116208&utm_medium=Linkshare&utm_term=https%3A%2F%2Ftempurpedic.knoji.com%2Fquestions%2Ftempurpedic-mattress-trial-period-or-comfo%2F&utm_content=68584X1584340Xd9116c6eac001e7b4a3a1032f447d4ad&utm_campaign=611179&ranMID=42599&ranEAID=TnL5HPStwNw&ranSiteID=TnL5HPStwNw-T0jFD8GXIBEmK1AuQoXMew&affsrc=1&utm_medium=LinkShare&utm_content=1&utm_source=Skimlinks.com&utm_term=611179&utm_campaign=ignite

Mattresses

We believe you’ll fall in love with your mattress—after all, 93% of owners are satisfied with their Tempur-Pedic mattress. We want you to be confident, so we offer our 90 Night Tryout. We ask you to try it for 30 nights, and if (during the first 90 nights) you don’t love your new mattress, call us at 800-821-6621. We will work with you to address your concerns. If we can’t find a way to make you happy, we will take the mattress back, and refund your money, less shipping charges. After your first 90 Nights, you can sleep soundly knowing you’re protected from product defects by our 10 Year Limited Warranty on mattresses.

My brother is a US attorney and so is my sister-in-law.  I will be contacting my attorney and suing this company for the $4,500 mattress, pain and suffering, attorney's fees and I will be advising in my suit that they do not stand behind their satisfaction guarantee.  All they had to do was exchange my mattress and allow me to pay them more money for the adjustable base and a delivery fee of $175. 

I think that's a win/win for them.  They would have had a very happy customer but noooo, now I'm furious that I spent that kind of money and would never do it again.  Do not be fooled by this company, they do not stand behind their products.  They only try to find ways to immediately deny your claim.  Do not buy from them!!!