TL;DR Tempur-Pedic is rejecting my sagging mattress claim due to stains, even though I have always kept it covered with a Tempur-Pedic mattress protector, which failed and was replaced (under warranty).
I’ve been sleeping on a Tempur-Pedic mattress for ~15 years. It’s been amazing for my Ehlers-Danlos Syndrome.
Unfortunately, it seems their products are not made to last, nor do they back up their guarantees.
My mattress sags. It has a section that I have to avoid because it causes me muscle spasms. I sent in photos for a warranty replacement; it was rejected due to a stain.
You’re supposed to always keep a mattress protector installed. I do, of Tempur-Pedic brand. The one I had failed spectacularly, disintegrated, and I got it replaced under warranty.
Now they are rejecting my mattress claim because my mattress has stains. That’s because their mattress protector failed.
Tempur-Pedic products cost an insane premium, over other brands. One would expect them to be generous with their warranty, rather than finding technical ways to reject claims, even when their own protection accessories fail.
Interestingly, the warranty document does not say that stains -void- the warranty. It does say that the warranty does not -cover- stains.
If you purchased the mattress protector when you purchased the mattress (on same invoice) most protector warranties cover the replacement of the mattress. Keep in mind even tough the protector has the Tempur name on it they don’t make protectors it is a company making them for them and putting Tempur’s name on them. I would go the the protector company and try to get a mattress replacement out of them.
Go after the protector company. Interesting, I didn’t think they’d be a different company. When the protector was replaced under warranty, it was through Temper. How would I find out what company makes it?
We sell a couple different brands of protectors and if their protector fails they will pay to “repair or replace” the mattress. I would contact the same people you contacted to replace the protector. Thie have already admitted fault by replacing the protector so you have that going for you.
I sent a Notice of Dispute. Now Tempur Pedic is trying to use their catch-all escape clause to invalidate my warranty. At this point I’m convinced they don’t care what actually happened and just want me to shut up.