Tempur-Pedic Flagship Store — Attraction in Troy

Do not buy a mattress or power base from this store. If you want a Tempur-Pedic, go to Gardner White. This store has no accountability. If anything goes wrong with your order, they say it is out of their hands, and they can only send an email or instant message to corporate. When asked, they will not provide documentation that a return and refund has been granted. When you challenge this behavior, they double down. I have never encountered such persistent incompetence, truculence, mockery, and overall insulting and hurtful customer service. It has been quite upsetting. And yes, I spoke at length with the highly lauded manger, Brian Walters. He promised to call me back on 01/23. He did not. He promised to give me a free sheet set to make up for all of this. His employee, Glenn, overheard this, and then, when I went to the store to collect, the same employee refused to honor the agreement. He said that if I took the sheets, I would be stealing. Yesterday, on 01/22, these sheets were meant to be an apology for the horrible service I had experienced. An apology turns into an insult overnight. Sleep well with Tempur-Pedic? No, I will not. I will sleep poorly, upset, not knowing if I will get a refund. Brian Walters, Lizette and Glenn lack competence and decency. Do not honor them with your business.

(UPDATE 01/28/2024): I spoke with the Regional Director, Mikael, and, after our conversation, want to thank him and Tempur-Pedic for making this very bad situation better. He offered excellent service recovery; his apologies were sincere and well received. I am still not comfortable going into the Somerset store, as I do not have confidence in the staff and manager there, but I would, if needed, travel to the Novi location to work with the store manager Tamra, who is also very competent...

I recently purchased the King ProAdapt Medium firm mattress from the Somerset Tempur Pedic store and was pleasantly surprised by the customer service from Lizette throughout the entire process.

Most notably, when the mattress was being delivered, it was frozen thanks to the moving company (not Tempur Pedic’s fault) loading the truck the night before and they could not properly move the mattress all the way in to my upstairs bedroom (a king mattress needs to be able to slightly bend to make it through my doorway upstairs and because it was frozen, it wouldn’t bend at all). I had to wait for it to thaw out so there would be more give and flexibility to fit through the door. It thawed out by the end of the day and my girlfriend and I had to move it up to the bedroom ourselves which was a chore and very inconvenient. These mattresses are heavy! I relayed the experience to Lizette the next day and she was completely apologetic (again, not tempur pedic’s fault) and offered to compensate us for our troubles with two king sized pillows and a full set of sheets as well. It was greatly appreciated even though I just wanted to relay the message for future customers’ transactions and experiences. Lizette was a pro and really stepped up to the plate during this unfortunate experience. Thank you, Lizette!

Furthermore, the mattress is fantastic and well worth the luxury price tag. If you’re a heavier sleeper and need optimal support on your lower back and other joints, I suggest giving a Tempur Pedic a try. They have all the firmness levels available to test out in their Somerset store and offer a 30 day warranty.

Thanks to this experience, Lizette and the Tempur Pedic team have made me a...

Mattresses are an expensive, long-term investment that can be really tough to commit to after only a short while laying on them in a store! Sarah at the Tempur-Pedic store in Somerset Mall absolutely went above and beyond to help us find the perfect mattress for our needs and mitigate this concern. She was exceptionally knowledgeable about the technology in the mattresses and was attentive to the small differences that we experienced between each bed. Sarah quickly identified when our bodies were not being supported by certain mattresses and ensured that we were aligned on ones more suitable for us. Not only was she super patient while we moved between mattresses for over an hour and a half, but she gave us great tips on how to get the most mileage out of our purchase. Sarah’s clear enthusiasm for her work and kindness towards us made a previously challenging experience buying a mattress (at a different store) so much smoother this time around. We wish we had come to the flagship store sooner! Thank you for...