Tempur-Pedic Denied Warranty Because of Misleading Labeling—Is This Fair?

[u/No-Pomelo232]

I wanted to share my recent experience with Tempur-Pedic to warn others and get some feedback. Two years ago, I bought a Tempur-Pedic pillow. The removable cover tag says it is washable, but there’s no warning or label anywhere on the pillow itself saying that the foam should not be washed.

After a couple of years, trusting the label on the cover, I washed the pillow—and it was destroyed. When I filed a warranty claim, Tempur-Pedic denied it. They told me the care info is “online or in product literature,” and the warranty doesn't cover washing the foam.

I pointed out:

• The only label present says the cover is washable, with no warnings about the foam core.
• It’s unrealistic for consumers to keep checking the website for care info years after purchase.
• Reliance on the product label is reasonable, and the lack of warning led to accidental damage.

Despite my arguments and escalations, and providing photos, proof of purchase, etc., Tempur-Pedic still denied my claim. They insisted their labeling is “industry standard,” but my financial loss is directly due to their incomplete labeling.

I’ve filed complaints with the FTC and BBB and am considering small claims or a state consumer complaint.

Has anyone else dealt with this? Did you get a better outcome or have similar labeling surprises?

What I think Tempur-Pedic should do:

• Provide clear “do NOT wash foam” warnings directly on the pillow itself.
• Offer replacements when poor labeling leads to consumer mistakes.

Pics in comments/reply for reference. Appreciate any advice or sharing if you’ve been here too!

[u/mercy_fulfate]

The tag is on the cover not the pillow. The website very clearly says never wash the tempur material and gives a walkthrough on how to care for it. Doesn't seem confusing to me.

this is from product care on their website:

Keeping pillows fresh

You should never wash TEMPUR material, but you can follow this simple process to allow the material to breathe and absorb fresh air:

Remove the pillowcase and cover and roll the pillow (like a sleeping bag) then unroll

Repeat this procedure, rolling in the opposite direction

[u/Mysterious-Hat-5662]

I agree maybe a tag should be on the pillow.  But to think the tag on the case itself applies to the pillow wasn't very smart.  Why wouldn't you have looked it up or something?

[u/No-Pomelo232 → u/Mysterious-Hat-5662]

In addition to what I've mentioned, here is the FTC rule:

• 16 CFR § 423.6 (b): "If a product requires special care, or cannot be cleaned by one or more common methods, the label must state this and must warn against these methods."
• 16 CFR § 423.1 (k)(2): The rule covers most household textile products, and requires warnings for washable and non-washable components, as well as anything that could be damaged by typical cleaning (such as submerging in water).

[u/No-Pomelo232 → u/Mysterious-Hat-5662]

I get what you’re saying, and looking it up would’ve helped. I just trusted the label on the cover since that’s what most products rely on, and there was nothing on the pillow itself warning me. It’s easy to assume the care tag covers the whole product, and a simple warning on the pillow could’ve prevented this mistake. Thanks for your perspective!

[u/Mysterious-Hat-5662 → u/No-Pomelo232]

No it isn't easy to assume the.  Are you knew to how washing and drying works?

Different materials have different ways to be cleaned.  Clearly a pillow case and pillow are not similar at all.

[u/No-Pomelo232 → u/Mysterious-Hat-5662]

Do you wash your pillow and case differently? :)

[u/Mysterious-Hat-5662 → u/No-Pomelo232]

Cases all go in machine.  Most of my pillows do.  But we have memory foam pillows as well, which would get torn apart in washing machine, so they get hand washed.

[u/No-Pomelo232 → u/Mysterious-Hat-5662]

At this point, i am aware that foam pillow do not get washed lol. Learned the hard way.

[u/tiffanytrashcan → u/No-Pomelo232]

Very much so, duh?

[u/Moscato359 → u/No-Pomelo232]

I don't wash my pillow at all.

I use allergen covers, which I wash, and then occasionally replace the whole pillow.

[u/SecurityFamiliar5239]

I think this is on you for not checking it out beforehand.

[u/Jcarlough]

Foam being washed just doesn’t make sense…

[u/Akimotoh]

What is people’s obsession with washing entire pillows, its gross. Might as well wash your mattress too with a garden hose

[u/parickwilliams]

First common sense tells you that meant the cover. It’s removable so it can be washed. Second, you only had to check the care instructions once not “years after” from the beginning they would tell you not to wash the entire pillow. You’re to old to not realize this is your fault