Tempur-Pedic Flagship Store — Attraction in University Park

Awful customer service from this store and the company as a whole. Tempur-Pedic beds are extremely expensive and we understood that coming in. They give a 90-day trial period, which gave us some comfort in spending so much on a bed. We figured if we get significantly better sleep it is worth the money. Unfortunately, we ended up not being happy with our Tempu-Pedic bed.

My wife and I got a split king so that we could sleep at our preferred positions at night. Despite their advertising and assurances , the gap between the beds was significant and unbearable. My wife's back also was uncomfortable from sleeping in the bed.

Since we were only a couple weeks into the trial period we decided we would call and try out a normal king in a different firmness of the bed. Two things became clear once we contacted customer service: (1) even though we felt misled about the split king and the gap, Tempur-Pedic refused to replace our split adjustable bases with a normal single base (roughly $1,000 difference) and (2) Tempur-Pedic was not going to give us a trial period on the new bed.

Given that we had no way of knowing whether this new bed would work, we asked for a full refund. While they were happy to take the mattresses, back they refused to take back the adjustable base. So now were are stuck with a $4,000 split adjustable base, without the product we really were hoping for - a comfortable bed.

The fact that a company of this size is going to refuse to refund us for an adjustable base (which we feel has not lived up to what was represented to us) is ridiculous. The employee at the store even told us that while policy states they do not accept returns for bases, Tempur-Pedic will accept returns for bases in the event that you are extremely unhappy with them. It turns out that was a lie. Customer service on the phone also tried to tell me that they always use the split bases, whether it is a split king or normal king, as a way to justify us keeping the split base. According to their website, that is also a lie, as the non-split version is at least $700 cheaper. At the very least we should have been able to replace the split base with a normal base given our displeasure with the split aspect.

Needless to say, we will not be going back to Tempur-Pedic. Obviously, you only go to Tempur-Pedic if you are willing to spend a lot of money on a bed. But be warned, if you are not willing to gamble a bunch of money on whether you will ultimately be happy with a bed, do not buy from...

I am prefacing this review on the bed Tempur-Ergo Split King not the store, Rooms To Go where we purchased this. On July 8, 2018, we purchased our Tempur Ergo split king mattress for $6996 which included TWXL Pro-Adapt Firm, TWXL Pro-Adapt Med and TWX dual base.

After complaining to Rooms to Go that I was not happy with the mattress, they advised me to contact Tempur-Pedic North America Warranty Team Customer Service. I spoke with an agent and requested than an inspector come out to my home. My complaints include (1) mattresses are not abut which create a false sense of security (I had a stroke Feb 2019 and when rolling over my hand and or leg goes between the cracks between the beds) (2) mattresses do not fit squarely on the TWX dual base as the mattresses are round and the base is square resulting in spaces between the foot and the base of the bed (3) firmness of the beds are deteriorating.

After inspectors review, my claim was denied on July 8, 2019 "failure to prove a valid warranty defect". What does valid mean?

I contacted Tempur-Pedic North America Warranty Team Customer Service once again on April 29, 2020 for the same issue. After calling back many times to schedule an inspector again to evaluate our mattresses, the inspector was scheduled for June 2, 2020. He took his "string out" to measure the beds and took pictures shaking his head and indicated there is something wrong with the mattresses and they are not fitting on the box spring base properly. I just received another denial "failure to prove a valid warranty defect". One again, what does this mean? Is there ever a warranty claim that is approved?

This is all about the Tempur-Pedic brand. What a fiasco this has been. Your products, split king mattress are supposedly designed to provide comfort but in fact they don't. TempurPedic doesn't stand behind their brand. Your advertisements are misleading.

Shame on you. I'll call again for...

My husband and I could not be more grateful for Aaron Vernigan who is the manager of this store. We are long time Tempur-Pedic customers so we know the brand and we know how AWESOME these beds are. It was time for us to buy a new mattress and we knew where to go. I Googled Tempur-Pedic and was thrilled to find the new flagship store so close to our home. Due to COVID, I called to make an appointment for Friday. Aaron told me that the extended Labor Day sale would be ending that night and that we could save up to $1600.00 on our purchase if we came to the store that day. Aaron was willing to meet with us after we got off from work so we could take advantage of these savings. When we arrived at the store, we were happy to see the precautions that Aaron had in place to keep us safe while we shopped. We were AMAZED at how far the technology has come for Tempur-Pedic beds. Impressed was an understatement. We learned that Aaron is NOT on commission, so he was not pushing us to buy anything. What a novel concept! We bought it all - the mattress that keeps us cool all night, the split King base that has lighting, massage, with up and down motion that fits our own preferences, the split King sheets, the varying level pillows that conform to each of us, and a lumbar back cushion for sitting in chairs. True to Aaron's word, we did indeed save $1600.00 on our purchase! The sales process was seamless and the delivery of "our little piece of heaven" was flawless. The delivery team was professional and ensured we knew how to work our new bed, but the very best part of this whole process was that we woke the first morning feeling like we actually slept and had ZERO pain...and this is coming from someone who has had back surgery. Go see Aaron so you too can start feeling what it is like to get...