When Tatiana Litvin tries to return her Tempur-Pedic bed, the company promises a quick return. But it’s been two months. When will someone pick up her mattress — and return her money?

 

Q: Can you help get Tempur-Pedic to honor its return policy? I recently bought a bed from Tempur-Pedic with the understanding that I could return it within 30 days. 

The mattress isn’t working for me. It lets off gases and smells bad. I initiated a return, and a Tempur-Pedic representative assured me that someone would pick up my mattress within one to two weeks. After that, the company would refund my credit card.

It’s now been almost two months. No one has contacted me to complete the pick up of the mattress. I’ve called Tempur-Pedic over 10 times. A representative told me to contact a third party called NVC Logistics Group to arrange a pickup. When I did, they told me they have no record of this return or pick up requested by Tempur-Pedic. 

I’ve already called Tempur-Pedic repeatedly about this, and none of the reps were capable of assisting me. They just keep saying they called NVC to arrange a pickup but pick up and NVC keeps saying that they haven’t.

At this point, because Tempur-Pedic had been giving me the runaround, I had to resort to reporting this to the Better Business Bureau in the hopes that they will finally honor their return policy. They didn’t bother to reply to the complaint. Can you help me get my $4,827 back? — Tatiana Litvin, Los Angeles

A: I’m sorry to hear about your gaseous bed. That does not sound appealing to me. And if you spend $4,827 on a luxury bed, you have every right to expect a swift return.

Tempur-Pedic’s return policy is clear. It promises that you’ll “fall in love with your mattress” — or your money back. You have 30 nights (during the first 90 nights of ownership) to try your new Tempur-Pedic. If it doesn’t work out and you don’t love your new mattress, it will take the mattress back and refund your money, less shipping charges.

There’s no timeline on product returns, but I think it’s fair to assume that it will happen quickly. A representative told you the return would take place within one to two weeks. That sounds about right.

I recommended that you reach out to the managers at Tempur-Pedic (owned by Sealy).

I list the names, numbers and email addresses on my consumer advocacy site, Elliott.org. Unfortunately, that didn’t work.

I don’t think it’s fair of Tempur-Pedic — or any other company — to make you deal with a third party. Nor is it fair to make their pickup problem your problem. Someone from Tempur-Pedic should have taken ownership of your return request and seen it through to the end.

I contacted Tempur-Pedic on your behalf. It arranged for a prompt pickup and refunded your purchase back to your credit card.

 

Christopher Elliott is the chief advocacy officer for Elliott Advocacy. Email him at This email address is being protected from spambots. You need JavaScript enabled to view it. or get help with any consumer problem by contacting him at elliott.org/help.

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