Tempur Australia

Do not buy TEMPUR!
We purchased a TEMPUR mattress 4 years ago & in the past year it has sagged/dipped & has lack of support. We tried to get TEMPUR out to look at it but they would only send a 3rd party representative from ‘Hire a Hubby’. After looking at photos taken from the ‘Hire a Hubby’ rep, TEMPUR decided it wasn’t faulty. But the photos don’t show the sag/indent. You need to lie on it to get the true feel & lack of support. TEMPUR sent the below response to our claim:

We have reviewed and assessed the mattress photos provided following your inspection and we can confirm that the indentation is not more than 2cm and therefore is not covered by the TEMPUR guarantee.

Please do yourself a favor & do not buy any TEMPUR products.

07/12/23 - Attention TEMPUR customer service or should l say lack of customer service!
Your response was very predictable considering that’s what you write to all your negative comments. Of which there are many.
You offer a 10 year warranty but l have not read one review where you have actually replaced it for your customers. Hopefully people read this post & the many others that will turn them to a different/superior brand who looks after customers.

The bed we purchased in 2017 is amazing and highly recommended. The company Tempur have very helpful and set the bar for customer service.

Absolutely terrible, needed replacement within four years owing to sinking several inches into mattress and being profoundly uncomfortable when sleeping, tempur unwilling to honor warranty as despite loss of integrity the foam rises to within an inch of original height when no load on it.

I first bought a Tempur pillow as recommended by a friend because I had previous shoulder issues, and I have not slept better. It took a few days to get used to the different feel which was a Symphony medium size. But Now I take it everywhere!
My partner and I then got a Tempur mattress and after trying them out in store and finding what suited us which was a Pro Smartcool, we picked the Medium feel as we like it to be a bit firmer and it has made such a difference.
Again, the type of material took time to get used to as it molds to your body different to other beds, but the support & relief I have felt on my body has been amazing. It's like sleeping on a cloud, but firm enough to give the support my partner & I need. It also came in different heights which is a great.
Highly recommend trying if you have physical issues that need pressure relief as it has helped me a lot.
That model also has a cooling zip off cover that you can wash which I thought was such a smart idea.

It is the best pillow I have ever had. I used to have neck pain, but after getting the TEMPUR pillow, the neck pain disappeared.

I would reccommend a Tempur. No more sagging, dipping and sore shoulders. I purchased a split king on an adjustable base, has improved my sleep and health. I will never purchase a spring bed again. Best investment i have made.

Just bought a new medium tempur & had painful 'pressure on my hip' since, apparently it takes 30-60 days mattress to 'adjust to you'. Shame that's not promoted too widely, very unhappy.apparently the beds you try in the store have all been broken in, that's why theyre soft.totally fobbed off by tempur even though I think one side is worse than the other.very sad as paid for the best, expected quality.

I own 3 different types of TEMPUR mattresses and love the comfort and support they provide. I cant get my sons out of bed now!

Very overpriced! We have had this mattress for only 4 years and my husband and I wake up with horrible lower back pain every day. We have been seeing a Chiropractor and spending a whole heap of money. We have contacted Tempur and sent pictures of the mattress there is no dip when we measure but the latex has become alot softer then when we originally purchased therefore the back pains etc There is ment to be a 10 year warranty on this but as they is no dip on mattress apparently Tempur can't help. This is just unacceptable with the amount of money spent on mattress and now the Chiropractor there should be some type of compensation! Not happy with tempur at all. Someone needs to look into this ASAP!

I think this mattress is hit and miss! My sister and a friend of mine were both very happy with their mattress’s. We bought one from Harvey Norman on recommendation from my sister, after a short time there were indentations where my husband and I slept and it was no longer comfortable. My sister and friend had absolutely no problems with theirs so I persevered. Harvey Norman and temper were not interested in sorting it out so we’ve had to sleep on the most expensive, uncomfortable bed we have ever purchased! I will be buying a mattress with a trial period next time. I do not recommend this mattress!

Tempur is a premium brand that is missing premium customer service. The model we bought from our local Australian reseller was towards the top of the range and caused severe neck and back pain. Upon contacting Tempur they cited this as a “comfort” issue and refused to help. Consumers are warned to stay away from risky expensive brands like Tempur and choose an alternative that offers a sleep trial instead.

We purchased a supposedly high quality Tempur adjustable base & Tempur Liberty Support Queen Bed firm mattress from Bedshed Aspley in June 2016. For the first the first three years we could not have been happier but as the mattress aged we felt the spots we slept in were getting softer & had an indentation feel. At first we thought it was just our perception but as time progressed it became more evident & noticeable to the point the mattress was not giving us adequate support. We approached the retailer & were advised that they would contact Tempur & expected we would get a replacement mattress as this was the normal situation with the manufacturer. After three weeks of calls & advice that they had handed it over to Tempur & could do no more we contacted Tempur directly only to be told they had no record of our warranty claim. A few calls & email communications transpired over the period of a week with sales receipts being provided etc & we waited another few weeks with no response before we again contacted Tempur only to be told the person we were dealing with no longer worked there. More phone calls & emails again providing the same information & asking us to obtain measurements of the across the bed of any deformities etc all was supplied as asked for. During this time we were asked to give serial number information on the mattress under the zip on cover & when doing this we found the mattress was in fact just over one year old when we received delivery of our "New Mattress". At this stage we believe we had been sold floor stock which was not what we had been told about or had agreed to purchase. Tempur also from our measurements noted (as we had) that when the base was in the flat position it was in fact slightly convex & not flat. I advised them this was hardly relevant as we never slept with the bed in a flat position & always had the head & leg area razed for medical reasons. They insisted on passing the claim on to Ergo motion the base department for assessment, more phone calls & more weeks passed with information pictures & emails & then again no communication for two weeks before we went back to the initial Tempur product support number. Finally they agreed to send someone out to do what we thought would be an evaluation of the mattress. The person did exactly what we had already been requested to do with measuring the permanent compression in the sleeping areas across the bed & did not check the resilience of the foam mattress in any way. Six days later we received an email advising that the mattress was in their expected tolerances & no further action would be taken at this time. From start to finish the process took three months, from the beginning of May 2022 to the 11th August 2022, during this time as the bed was not providing the adequate support we purchased a new bed & mattress that was delivered last week & are now sleeping well with appropriate support. We will never purchase a Tempur product again. In the process of trying to get a resolution on a mattress that when purchased stated a fifteen years warranty we have just been passed on from one area to another in an effort to discourage us & hope we went away. If you are considering a Tempur please evaluate the above. If I could give a zero star rating I would. Their actions & the lack of addressing the issue made a bad situation even worse by drawing it out for us. A bed that fails & does not give you adequate support is not worth having hence our purchase of an alternative option. Subsequently we have been contacted by Tempur & told to approach Bedshed Aspley, they assured us we were not sold floor stock but the end result is the same we have a very expensive 15 year warranty faulty Tempur mattress that is not suitable for use & Tempur say it is within their measurement tolerances & therefore they will not do anything about replacing the mattress. This last exercise was just another attempt to fob us off. At all times we have been polite & provided all information asked for. They do not value their customers.

They are the worst mattresses! I would NOT recommend them. In 12 months it has had a significant sag and their 10 year warranty is rubbish. The sag needs to be over 2cm. Its 1.6cm in such a short time, so clearly it will only get worse. We have used a mattress topper in the last few months to help with how uncomfortable they are, but even that now sags. My husband and I are average in size, so they cannot claim its our fault. Over priced and does not work as they claim! A zero star would be better.

Save your money, stay away from Tempur!

I have had two great Tempur mattresses in the past and made the mistake of upgrading to a top of the line model for our third. Within a month of purchasing the Cloud Zurich, we noticed that one side sunk significantly lower than the other and had very little support. Neither my husband or I can sleep on that one side. We contacted Domayne who palmed us off to Tempur. It took weeks to arrange but Tempur sent a technician who immediately acknowledged there was a fault that would get worse over time. He then “measured” the angle of the mattress with no one on it, detected a fault but it wasn’t enough to satisfy Tempur’s warranty rules. They denied us a replacement and now we sleep in the spare bedroom!

Clearly a faulty product which goes against Australian Consumer Guarantee laws, Tempur are ignoring my communication now and after spending thousands, I now have to rely on Fair Trading for help. Gosh, I can buy a $3 pack of pasta from Woolworths and have it replaced if faulty but you invest thousands into something and just have to put up with it if it’s broken!

If I could give you zero stars I would.

I wish I had of seen these reviews before I stupidly bought this poor quality product.
DO NOT BUY from the deceitful company, they don’t care if there product is poor or faulty they simply handball the problem until they think they have worn you down. I donated 5k to this rotten company for a matress that I would make my dog sleep on. Don’t be fooled by there fancy marketing, if I could give negative stars I would horribly disappointed with this purchase.

Very hot to sleep on even the tempur bed I purchased had the cool touch technology added to it. Until now I am looking for a solution to this. I followed all the suggested solution from tempur website but it remains hot to sleep on. I tried contacting customer support but basically they couldn't help me with the problem. It is such a big waste of money to be honest considering this mattress cost a lot. Would love to return this mattress if I could. It is not for Australian weather maybe in Switzerland it's perfect as it is always cold there. Hopefully no one makes the same mistake I did of buying tempur.

Says showroom is open on Saturdays. Drove there to find everything locked up. Very disappointing.

NON EXISTENT CUSTOMER SERVICE… ZERO CALL BACKS AFTER CALLING 6 TIMES.

Needed a replacement cord for an electric base.called Tempur and was told they would email with an invoice and send a replacement.
NEVER HAPPENED!
Called an additional half a dozen times, spoke to customer service, left messages and NOTHING… not even a return call

Spent well over 10K on a mattress and base and have had the worst customer service ever

AVOID TEMPUR AT ALL COSTS!

I would like to share my experience with Tempur's after sales service and I mean after sales. I bought an adjustable bed and vibrating mattress in 2014 from Harvey Norman. Seven years later the rubber mounts that held the vibrating units perished so I contacted Tempur with a view to buy replacements. They sent me new mounts and new vibrators at no charge. That is surely above and beyond what I expected. Thank you Tempur.

I had to get a replacement part after I lost it, and the staff at Tempur made replacing the exact part a piece of cake. I received the right part quickly and inexpensively. Thank you guys - Especially Ramey. Thank you