ComplaintsforOriginal Mattress Factory

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am 89 years old. I purchased a mattress from the Chillicothe location less than 3 years ago. It is covered under a warranty for defects. 

  I contacted them a year ago. they came out twice, once they turned the mattress for me. And another time, they took it back to the factory, and brought it back the same day, saying nothing was wrong with it.

  The sides are much lower than the middle, so much so that I am afraid I will roll out of it on to the floor. 

   

  

  Business response

  05/15/2024

  I am in receipt of your letter dated May 8, 2024 regarding complaint # ********* 
  
  The Original Mattress Factory believes in doing business the right way and we stand firmly behind our products and their quality.   We realize that we will never be able to satisfy 100% of our customers, but when a situation does arise we do our best to resolve any issues and strive for the win-win solution. 
  
  We have thoroughly reviewed all documentation on our correspondences with the complainant since her initial purchase on November 23, 2021 and feel we have absolutely stood behind our product in this situation. 
  
  In the unusual situation where a customer has a non-warranty issue related to personal comfort preferences, we offer a one-time replacement option, which we have offered on several occasions to the complainant.  The original purchaser may within one (1) year of the date of delivery with the proof of purchase, tender the original product to us for disposal or provide us with a receipt showing that the product has been donated to a legitimate charitable organization.  We will then provide the customer with a replacement mattress and/or box spring from our current model selection for a replacement fee of 25% of the list price of the lower priced selected model for comfort issues.  We will absorb 75% of the list price to assist the customer who made a selection mistake.  In addition, the customer will be responsible for the difference between the cost of the model originally selected and the newly selected model.  The customer is also responsible for all applicable pick-up and delivery fees.
  
  In response to the complainant’s concerns about the performance of her mattress, our records show that we have done the following to date:
  
  On Tuesday, November 23, 2021, the complainant went into our Chillicothe store to purchase a full set of Orthopedic Ultra Plush, which was delivered on Tuesday, November 30, 2021. 
  On Friday, November 3, 2023, the complainant contacted our Chillicothe store stating that the mattress was defective, and that the center of the mattress rolled to the edges.  After listening to the complaint, our sales associate referred the complaint to our customer service representative.
  After setting up a service call, our customer service manager visited the residence on Thursday, November 9, 2023 to conduct a full inspection of the mattress set.  The in home inspection revealed that the mattress appeared to be built to specifications, showed a body impression on one side that was well within expected tolerances and the mattress was performing as intended.  An explanation was provided to our customer regarding a product defect versus a comfort preference.  Since the complainant was still convinced that the product was defective, we offered a factory inspection of the mattress, which was scheduled for Tuesday, November 14, 2023.
  During the factory inspection, the mattress was disassembled piece by piece and inspected for any material or structural defects. The top panels were trimmed about an inch to account for normal stretch during almost two years of use. The complainant was offered a comfort exchange, outside of the normal time limit, but declined the offer.
  On Sunday, March 3, 2024, the complainant again called our Chillicothe store to state that she was still rolling to the edge.
  On Tuesday, March 5, 2024, our customer service manager again visited the residence to assure the mattress was performing appropriately, and found no structural issues, flipped the mattress and again explained the expected crowning of the mattress and the option for comfort replacement .
  On Friday, March 22, 2024, the complainant called our Chillicothe store stating that she was still unhappy and that she did not want to talk to the customer service manager, but rather his boss.
  On Thursday, April 4, 2024, our sales manager called the complainant, explained again the difference between a defective product/warranty issue and a comfort issue. He explained that the mattress she chose has a crown (a slight rise in the center of the mattress) due to the amount of foam. He further explained that we have confirmed the mattress has no structural defects.
  
  In response to the complainant’s desired settlement for a new mattress, it is our conclusion that the mattress that was originally chosen is in good working order and that her complaint of roll to the edge is created by the amount of foam in that type of mattress. By replacing the mattress, we would not solve the issue but rather duplicate it. It appears that her concerns are issues of comfort selection rather than any defect in the manufacturing of the mattress.  To address this, we are willing to extend the offer of a comfort replacement, if she so chooses until June 14th. 
  
  We have a product warranty for those rare situations in which there is a defect in material or workmanship.  Please note that the Orthopedic Ultra Plush mattress set purchased by the complainant has a 12 year, non-prorated warranty. See Limited Warranty Service Policy & Mattress Care Guide for details.  Please understand that comfort is not guaranteed and that it is up to each individual to select a product that is the right comfort choice for them. 
  
  If you have any additional questions or would like more information on this matter, please do not hesitate to contact me.
  
  Sincerely,
  
  ******* ** *******
  *** ******** ******** *******
  
  

• Initial Complaint

  10/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a King Size Mattress in 2017. It had a 12 year warranty. We began having problems with the mattress three months ago or so & called the store to tell them we were having back problem issues sleeping on the bed. So they sent out a Customer Service Rep to inspect the mattress and was scheduled for October 19 but was cancelled because the rep was sick. The inspection took place the following Tuesday, October 24. Upon inspection, the Rep measured the bed and took different measurements and stated the bed was off by over an inch on each side. He suggested they take it back to the factory and open the mattress up to see what problems existed as there were definitely some and fix them and re-Strech the cover. He said the mattress would be even more firm which we did not want. I asked him if we could get a pro rated credit for another, softer mattress and he said he would talk to the powers to be. He finally called me back on Thursday, two days later and stated I could get a $200 credit towards another mattress which was what it would cost them to take ours back to the factory to fix. I said after talking to my wife, I would take the $200 but would apply it to a different brand mattress as I no longer trusted their brand. If this one costing over $1200 only lasted 5 years I wanted something different. They refused to give me a $200 check towards a different mattress. I would not buy another one from Original Mattress Factory after this experience. So I am looking to have the BBB contact this business on my behalf to help us get the $200 they promised. Just because I selected a completely different brand, they said no. This is not right. We selected a Plush Hospitality Mattress as we have had good luck sleeping at Marriott Hotels, so this was what we went with. We would like the $200 back from Original Mattress Factory. This is a terrible business attitude towards a customer that experiences a bad product from them.

  

  Business response

  11/07/2022

  I am in receipt of your email dated October 31, 2022 regarding complaint #********. 
  
  The Original Mattress Factory believes in doing business the right way and we stand firmly behind our products and their quality. We realize that we will never be able to satisfy 100% of our customers, but when a situation does arise we do our best to resolve any issues and strive for the win-win solution.  These efforts have allowed us to maintain our A+ rating with the BBB.
  
  In response to Mr. *******s desired settlement for a refund, please understand that our warranty covers defects in materials and workmanship. Our warranty covers body impressions with more than 1.5 inch indentation if the mattress is supported by a matching box spring and used with an appropriate frame or center support/slat system. In the event that service is required from a defect the mattress and/or box spring will be repaired or replaced.
  
  Conversely, please understand that for the protection of the consumer, The Original Mattress Factory sells only new bedding products with all new materials.  Therefore, we do not accept returns or exchanges on upholstered bedding products, including, but not limited to mattresses, box springs, pillows, sheets, mattress pads, covers and protectors.  This position is clearly stated on signs displayed on our sales desks, in the warranty card, on our website, on the back of the invoice the customer received at the time of purchase and stamped on the front of the invoice the customer signed at point of delivery. 
  
  If the concern is one of comfort, within one year of purchase.  Because we do not re-sell previously used bedding products there is a replacement fee to the following: 25% of the less expensive mattress only price, any applicable transportation costs and any applicable retail charges (if you select a more expensive model).  The existing mattress can either be donated to a 501c3 charity (proof of donation to be submitted to us) or disposed of by The Original Mattress Factory.  
  
  In this case, we have gone above and beyond our normal warranty and comfort assurance policies. In response to Mr. *******s concerns with his mattress that be purchased on August 30, 2017, we have taken the following steps:
  
  October 13, 2022: We received the initial complaint from Mr. ****** that they felt like the mattress was causing them back pain. They stated they had concerns about how the mattress was wearing.
  
  October 13, 2022: Our customer service manager contacted the Mr. ****** to set up an appointment on October 19th, 2022 at customer’s home to inspect the product and understand customers concerns directly.
  
  October 19, 2022: Customer service manager was ill and unable to attend work. Customer was informed of the situation and ensured that the customer service manager would create an alternative appointment.
  
  October 20, 2022: Customer service manager set up an alternative appointment for October 25, 2022.
  
  October 25, 2022: Upon inspecting the mattress the customer service manager measured body impressions in the mattress which measured a max of .75” (warranty covers body impressions with more than 1.5 inch indentation). After inspecting the mattress we found the quilting to be oversized by one inch. The service manager discussed that we would be happy to bring the mattress in for service to address any issues with the panels as well as double check the internal material and structural components. We explained that by tightening the panels it could result in a firmer mattress.
  
  The customer stated that they understood that there was money involved in the process of servicing the mattress and asked if he could have a discount towards a softer mattress. He stated that the mattress was already too firm already.
  
  The customer service manager stated that the warranty was not set up to allow for such an accommodation, but we would discuss that as an option. The service manager also offered a piece of foam free of charge to help soften the mattress should we make the correction on the mattress (retail value of $55.00). The customer refused.
  
  October 27, 2022: Our concern was that the customer was unsatisfied with the mattress, and by correcting the panels we would be making the mattress firmer than what the customer was comfortable with. The customer was likewise outside the 1 year window of the comfort replacement policy. We agreed to offer a discount of $200.00 off of a new mattress, which would be used to replace their current mattress.
  
  Customer stated that he would prefer use the $200 to shop somewhere else. We said that we stand by our offer to service the mattress, provide a 1” piece of foam to help soften the mattress or provide a $200 discount to the selection of a softer option from our offerings.
  
  The customer declined.
  
  Thank you for your assistance in bringing this mattress to resolution. Please call me at (614)921-1223 if you have any questions or I can provide any additional information.
  
  Sincerely,
  
  ***** ******* Vice-President
  The Original Mattress Factory

  

  Business response

  11/17/2022

  While we are confident we clearly expressed the terms of the resolution, I realize that I cannot answer for what was heard. As a result, we will defer to the customer’s desire that they receive $200.00. I will wait for further direction until then.

  Customer response

  11/19/2022

  I accept the business's response to resolve this complaint. Please forward us a check for $200 to: ****** ****** **** ***** **** **. Columbus, OH 43235
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩