Tempur-Pedic BAD customer service
Not a happy customer
5/8/2026
Mattress sagging on both sides of the mattress. I filed a warranty claim, I provided all of the pictures they asked for. They denied my claim because the failure did not meet the requirements. To make it worse, Anne the person handling my claim made accusations of me using a filter when taking pictures. Here is her email response to me. Anne (Tempur-Pedic)
May 6, 2026, 11:15 AM EDT
Hello, Paul.
Thank you for the additional picture of the mattress with the zippered cover in place on the mattress. I am very sorry but we cannnot approve your mattress warranty claim.
Based on the above photography, the differences in your photos suggest the use of a filter and/or blurring tool. This is evidenced by the fact that we cannot see the pattern of the mattress cover in the upper right corner and the fuzzy shadow image that is seen to the right of the mattress and has the white arrows pointing to it. Staining is also observed on the mattress cover and has been circled in white.
I sincerely apologize that we are unable to approve your warranty claim. Since your claim has proceeded through all levels of review, there is no further review available to you. Please find attached a final notice of Warranty claim denial. You may also refer to prior correspondence where we have previously outlined reasons for the denial of your Warranty claim.
After careful consideration, we have reached a point where further discussion on this matter is no longer productive. We appreciate your cooperation and if you have any other inquiries, please feel free to reach out. However, we will no longer be able to continue this conversation. Thank you for your understanding.
Anne
Customer Support
Tempur Sealy International, Inc.
Customer Service: 1-800-821-6621
May 4, 2026, 1:31 PM EDT
Photo attachment: 1000030421.jpg
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May 4, 2026, 1:29 PM EDT
I emailed picture of mattress with protector in place on, I will send it again in this email. You're saying sweat can damage mattress? The protector that came with mattress is in place and is in use. I also received from retailer additional protector to make sure i had no issues. So are you telling me that even if mattress has sagging at 3/4" or greater that you won't warranty because of the stains on mattress?
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Anne (Tempur-Pedic)
May 4, 2026, 12:40 PM EDT
Hi Paul.
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, 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.
We are glad to see that you were able to resolve the issue with 2 different foundations. I am very sorry that we could not resolve that issue at the time, as it was not a warranty covered issue.
There are areas on the mattress inner mattress layer that show staining. I have circled the area where the staining has been observed.
Stains on the mattress indicate that moisture has come into contact with the Tempur-Pedic foam, which can lead to breakdown, sagging, and deterioration over time. It's important to note that dirt and moisture from sweat can become trapped in the cover, causing the foam to degrade.
Our warranty covers indentations of the mattress that measure 3/4" or greater. According to the photos you have provided, your mattress does not meet these requirements. In the picture you have submitted, the bottom of the board you are using intersects the quarter a little over half the diameter of a quarter. A quarter is 1 inch in diameter, or 0.95 inches to be exact. For the measurement to be 3/4", the bottom of the board would have to touch the top of Washington's head. Below is the picture you submitted to us, but I have enlarged it so you can see it better.
We have also not received a picture of the mattress with the zippered cover in place. In all the photos you have submitted, the zippered cover is not on the mattress. We have reviewed your previous warranty claim where you had indicated that Mattress Firm had delivered 2 different foundations. In that claim it can be seen that the mattress cover was removed at that time. The zippered cover is to facilitate putting the cover on over the layers of foam and the mesh fire sock.
It is for these reasons that we cannot approve your warranty claim.
If you are able to provide additional photos or information that further advocate for and validate your claim, we are happy to continue the review process. However, based on the information available to us now, you do not qualify for a replacement at this time.
Anne
Customer Support
Tempur Sealy International, Inc.
Customer Service: 1-800-821-6621
May 1, 2026, 2:04 PM EDT
Photo attachment: 20260430_123237.jpg
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Anne (Tempur-Pedic)
May 1, 2026, 9:20 AM EDT
Hello, Paul.
Thank you for the additional picture. Would you please send a picture of the entire top of the mattress without removing the zippered cover on the mattress? Removing the cover and fire sock will compromise the integrity of the product and would fall under our physical damage addendum. It is not necessary to remove the zippered cover.
An example of the picture requested is below.
I appreciate your assistance with the process. A photo of the entire top of the mattress with the zippered cover in place is the last photo needed to complete your warranty claim.
Anne
Customer Support
Tempur Sealy International, Inc.
Customer Service: 1-800-821-6621
Apr 30, 2026, 1:40 PM EDT
Photo attachment: 20260430_123237.jpg
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Photo attachment: 20260430_084809.jpg
I did my best to provide full length side view picture, the room is too narrow for me to capture whole side.
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Anne (Tempur-Pedic)
Apr 29, 2026, 10:49 AM EDT
Thank you for submitting information to be reviewed for our warranty process. In order to further consider your mattress for a warranty replacement, we will need additional photos.
The additional photos we will need are as follows:
A clear, full-length image of the entire mattress with all the bedding removed. The photo should be taken from the foot of the bed, capturing the mattress from head to foot and side to side. To ensure an accurate assessment, all bedding, (comforters, blankets, sheets, pillows, and mattress protector) must be removed prior to taking the photo.
If you are reporting dipping or sagging, please include an additional image using a straight edge (such as a broom handle or yardstick) and a quarter for measurement. If using a broomstick, be sure to remove the sweeping head so only the handle is visible. The photo should show the full length of the straight edge placed across the mattress, with a quarter standing upright against the front of the handle to help measure the depth of the sag. Take the photo at eye level with the top of the mattress
A clear image of your entire mattress law tag. We must see the entire law tag including the information in the upper right corner.
Here is an article to help show exactly what we are looking for.
Once provided with these photos, we will be able to further review your claim. You may provide these requested photos by replying directly to this email.
Anne
Customer Support
Tempur Sealy International, Inc.
Customer Service: 1-800-821-6621
Apr 27, 2026, 8:55 AM EDT
The mattress after laying on a few minutes it sages very deep. I've had pain in my back and right should that would not go away for 1 1/2 yrs with treatment at chiropractor and massage therapist. I started sleeping on another bed and after 4days the pain has gone.
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We bought my first Tempur-Pedic mattress in 2002, Tempur-Pedic was getting started, after a couple or years we had some issues with mattress. Customer service was Great to work with. So after 18 yrs we decided to buy a new mattress, its now 3 1/2 yrs after purchase and mattress is sagging to the point neither or us can sleep on it, its VERY uncomfortable. Buyer beware Tempur-Pedic DOES NOT STAND behind there product !!!!!!!! Buyer beware!!!
Originally posted on TempurPedic.com
No, I do not recommend this product
