ComplaintsforThe Original Mattress Factory, Inc.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Before entering negative ratings on the many social media platforms, we decided to first address this issue to the Better Business Bureau for resolution. On October 3, 2023 my wife and I purchased a King size mattress from The Original Mattress Factory at **** ***** ***** ********* ***** When speaking to the sales associate he asked us if our beds had a slatted frame. We explained we hadn’t yet received the bed yet and didn’t know. He then suggested we purchased bunk boards at an additional cost of $120.00. We asked if he thought we needed them and he stated that the mattress would sink between the slats and the bunk boards would eliminate that condition. . After our bed was delivered, we found that the bunk boards in question were supplied by the bed manufacturer therefore we didn’t need the ones from The Mattress Company. We left the bunk boards in the van to return to the store. On October 7, 2023 we took the bunk boards back to the store for a refund. When talking to the manager he told us that we couldn’t return them for a refund because once we left the store with them, it was ours and no refund was available. We took him out to the van and showed him the bunk boards were untouched, still sealed in the original coverings provided by his company and obviously not used. He essentially said he didn’t care, that this was their policy and we were stuck with them. Never before had we had this “no-return” policy enforced by any other of the reputable stores we have dealt with. In fact, that week we had returned queen sheets that we had purchased from ****** because it was the wrong size with no problem whatsoever. We were never advised of a no-return policy. This policy is certainly good for the store as guaranteed profit with no repercussions of returns.

  

  Business response

  10/24/2023

  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. This attitude has helped us to maintain an A+ rating with the BBB. We appreciate that the customer has decided to reach out to us via the BBB to attempt to resolve their concerns. We do not take returns on any item that is out of our possession. Both for quality control and health & safety reasons. 

  This policy would have been discussed in detail by our sales associate ***** on the date of purchase, Oct. 3, 2023. ***** also helped the customer understand their options available when they asked about possible support issues with the furniture bed they had purchased somewhere else. The Original Mattress Factory would in no way force a customer to buy something they did not need, and certainly would not have sold any item without explaining our strict No Return policy. As the customer communicates, they purchased a very uncommon item (bunk boards), which would bring greater attention to the fact that returning those items would not be possible. 

  The customer signed a receipt saying that they understood these policies. They also would have received a warranty booklet with their receipt describing in great detail all of our policies here at the Original Mattress Factory. All of these policies are clearly posted on our website also. We will attach the pertinent paragraph to this response to reiterate the "why" for that policy. We welcome the customer to contact us again if they wish to discuss anything.

  WHY WE DON’T ACCEPT RETURNS
  Once a product has been out of our control, we don’t allow it back into our retail or manufacturing environment for the protection of all of our customers and our inventory. While some mattress retailers resell used mattresses or increase the price of their mattresses to cover the cost of returns, The Original Mattress Factory believes it is not in the best interests of our customers to do so.
  We want all of our customers to rest assured knowing that when they purchase a product from The Original Mattress Factory, it is brand new and has never been used by anyone else.
  

  Customer response

  11/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  **** ******
  
  
  
   

  Customer response

  11/16/2023

  Replying to the response from the Original Mattress Factory, the key issue is the statement “This policy would have been discussed in detail by our sales associate ***** on the date of purchase, Oct. 3, 2023.” We’ve all heard “would have, could have, should have” as a colloquial response to assumed conditions, but I can assure you that my wife and I were not informed of this policy relative to bunk boards as implied by the company’s response. If this is the procedure to be followed by the salesperson it should be emphasized and enforced. Again, we definitely were not informed of this by their salesperson at the time of purchase. Had that been the case we would not have purchased this product.  When we talked to the salesperson, we informed him that we had purchased a bed frame but didn’t know if it had bunk boards or not as it had not been delivered.  That would have been the opportune time for him to mention the no-return policy. Again, any no-return policy regarding the bunk boards was presented to us.  My wife and I are resolute in that fact.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 30, 2021, 2 Twin XL ******** Latex set consisting of 2 ******** *** ******* and 2 ******** Latex mattresses were purchased. Originally, we wanted a plain foam mattress like the one purchased in 1999 from The Original Mattress Factory Store in Macedonia at the Macedonia Commons. The sales associate alleged that this type of foam mattress was no longer available and that we would be pleased as well as find the subject comfortable. After tolerating this mattress since April 1, 2021, on August 9, 2021, after not having restful sleep, we exchanged one of the mattresses for a Twin XL ******** ****** ******** for $174 including a $40 delivery fee. This was in addition to the initial $75 delivery fee and $15 removal fee of the old mattress on April 1, 2021. Currently, the mattresses remain uncomfortable combined with not having restful sleep. Today, February 28, 2021, after speaking with an individual at the company headquarters who was extremely defensive in regard to the sales associate as well as rude, it is obvious, that due to a lack of integrity and failure to do the right thing, we had our 2021 stimulus funds of $2,800 deceptively misappropriated from us at the hands of manipulative and deceptive individuals utilizing trickery and deception as well as a company that we had a previous good experience with from 1999 through 2014.

  

  Business response

  03/09/2022

  March 7, 2022
  
  Better Business Bureau
  ****** *******
  Dispute Resolution Supervisor
  BBB Complaint Case Re:Brent Berkman
  
  Dear *** *******:
  
  The Original Mattress Factory believes in doing business the right way and we stand firmly behind our products, their quality and our OMF policies and procedures.  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 strived for 20+ years to maintain a strong relationship with the BBB and the local community and I believe our history speaks for itself.
  
  In response to his desired settlement for a foam mattress similar to the one purchased from The Original Mattress Factory in 1999, as the sales associate attempted to explain, this isn’t possible.  We are no longer able to offer that product as it has been discontinued by the manufacturer.
  
  Transparency is fundamental to what we do and to every customer interaction.  As he mentioned in the complaint, the sales associate tried to explain that the 1999 foam product was no longer available, but Mr. Berkman doesn’t appear to believe this.  He further goes on to state that he believes the sales associate tried to deceive him into believing another product was the same. 
  
  One of the key functions of an Original Mattress Factory retail showroom is to allow customers to try out different mattresses in order to decide which mattress is suitable for their personal comfort needs.  The products we sell are built to the same product specifications and comfort levels as the products on display in the showroom.  We encourage all customers to try out the mattresses in person since we do not accept returns or exchanges and because comfort is an individual preference.  Our sales associates are also trained to help you make an informed decision, we don’t recommend specific mattresses to customers.
  I have thoroughly reviewed all documentation from each of our correspondences with *** ******* since the initial purchase on March 20, 2021.  Our records indicate the following:
  
  March 20, 2021, *** ******* purchased 2 Twin XL ******** Latex Mattresses and box springs. from our Bainbridge store.  Product was delivered and signed that it was received in good condition on 4/1/2021. 
  
  On August 9, 2021, *** ******* opted to use the comfort policy to change one of the two ******** Latex mattresses for a Regency ******** ****** ********.  This mattress is a one-sided construction that utilizes both springs and memory foam.  It is our softest product with respect to feel. Product was delivered and signed that it was received in good condition on 8/19/2021.
  
  On February 27, 2022, *** ******* sent an email through the website stating that he had both questions and comments about a purchase of a mattress and box spring set and requested that someone contact him. 
  Upon receipt of the email on Monday, February 28, 2022, the Cleveland Sales Manager (Tom) called Mr. Berman to discuss.  Mr. Berkman immediately launched into an attack on the Bainbridge sales associate who assisted, accusing him of dishonesty, deception and forcing them into a purchase they did not want to make.  He continued on a rant that our products were junk and that he hasn’t slept well since 2014.  When an opportunity to speak presented itself, Tom asked to explain the comment, since they just purchased these mattresses in March of 2021, Mr. Berkman responded that 2014 was went they discarded the mattresses they bought from OMF in 1999 and purchased from a different mattress company.  He continued to explain that that he had been lied to and deceived by this other mattress retailer in the area.
  
  The comfort policy would be available to *** *******   until April 1, 2022 for the other TX ******** Latex mattress.  The comfort policy states: 
  
  In the unusual situation where a customer has a non-warranty issue, we offer a onetime replacement option.  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.
  
  As stated earlier, we do not have, nor can we make a product that is equivalent to the 1999 foam mattress.  Since the Berkmans did not like the other offerings they have tried to date, the only other option we would have at this time would be a product that we use for custom mattresses.  Based on specifications it is thinner and softer than the 1999 version, but it is potentially an option.  Should this work out for Mr. Berkman, we would be willing to allow them a 2nd comfort adjustment on the first mattress as well.  Though this would have to be decided by July 1, 2022.
  
  We take pride in our products, the people who work for us and our nine point Philosophy based on integrity that guides our business.  We have a strong reputation for quality and service and more than half of our business comes from repeat customers or referrals, so there is no incentive for us to deceive the Berkmans or any other customer.  We understand that Mr. Berkman is not happy with the comfort of his mattress and we are willing to try to work with him to resolve that issue.  However, we are not willing to tolerate the verbal attacks he has launched against our company (products, employees, etc.) and definitely not the anti-semetic rant he launched while on the phone.
  
  If there is interest in this option, Mr. Berkman can reach out to me at the ********* ******* *************
  
  Regards,
  **** *****
  Operations Manager
  
  

*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. ↩