ComplaintsforThe Original Mattress Factory

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase date: 07/10/23 Purchased this mattress set after being told by *****, how great this mattress set is. I did what he asked laid on it for well over 15 minutes that he said would determine comfort level. Delivered 07/26/23 1st Night & since: Horribly uncomfortable! Sinks in the middle like my old 12 yr. mattress did! OMF suggested I try 1" foam, drove an hour 1 way to get it, did not help! Severe issues EVERY morning with feeling coils, dipping in center! Want me to pay over 100.00 25% fee PLUS approx. 187.00 add'l to "upgrade". Slumber Search reviews should back up my clai** & complaints! They act like no one else has issues with their mattresses. This set AFTER I bought it, says is ONLY a 6 on comfort scale, paper came with warranty AFTER purchased! Manager ****, (800#) told me to ignore that! I cannot sleep on this, told them ready to put it at the curb, they didn't care! I am not upgrading and then would be out another 287.00 plus 70.00 to deliver! I've been in tears over this & dread going to sleep every night! I made aware at the store, that I have Lumbar, hip issues and this was a HUGE mistake! I just need my money back to shop elsewhere. BBB read the reviews on Slumber Search. One manager told me competitor's make up those reviews, I don't believe that for a moment! Please help me! On fixed income and desperately need to be able to buy a support, comfortable, mattress. They said we never give money back!!!! I'm at a total loss on this $ wise and sleep wise. If they value customers, they should do right by me! Tried to keep this short, there is so much more to this and my contacts with them to no avail!

  Business response

  09/18/2023

  Better Business Bureau 

  15 West 4th Street 

  Dayton, OH. 45402 

   

  Dear BBB, 

   

  I am in receipt of complaint ******** concerning **. *** **********. **. ********** came into our Beavercreek location on 7/10/23 and placed an order with our store manager, ***** ******. 

   

  When **. ********** came to our store on 7/10/23, she tried different models of mattresses and was in the store for a number of hours before making her selection. She made her selection and purchased a full sized Classic Plush mattress and box spring set then set up delivery for 7/26/23. 

   

  At the time of purchase, **. ****** covered Original Mattress Factory's policies on returns and exchanges "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", as well as the Original Mattress Factory 365-Day comfort and size exchange policy. "The original purchaser may, within one year for comfort issues and 60 days for a change in size, tender the original product to us or provide us with a receipt showing 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% for comfort or size preference issues) of the list price of the lowest priced selected model. In addition, when the customer selects a new model that is more expensive than the originally selected model, the customer will be responsible for the difference between the cost of the model originally selected and the newly selected model. The customer is responsible for all applicable pick-up and deliver fees." (See attached) 

   

  **. **********'s delivery was successfully completed on 7/26/23. **. ********** signed a delivery copy indicating that she noticed a couple of small spots on mattress material. **. ********** signed the delivery copy and accepted delivery. (see attached) 

   

  On 7/28/23 **. ********** called our Beavercreek location and spoke with **. ****** concerning some small fabric flaws she observed on her mattress. Following this complaint, **** *******, customer service manager for Original Mattress Factory, reached out on 7/28/23 to **. ********** and offered to bring her a new mattress or to refund her $70 delivery charge. **. ********** said she would prefer to have the delivery charge refunded. On 7/28/23 **. ****** completed paperwork to refund **. **********'s delivery charge. 

   

  On 8/10/23 **. ********** called the Beavercreek store and spoke with sales associate, Reece Epstein. **. ********** called to report that the mattress she had purchased from Original Mattress Factory was proving to be too firm for her preference. **. Epstein informed **. ********** that Original Mattress Factory could provide her with a 1" piece of super soft foam at no charge to assist her in adjusting to her new mattress. **. Epstein also covered the Comfort Exchange policy (see above and attached) with **. ********** and let her know that she has one year from time of delivery to exercise this policy. On 8/11/23 a full piece of super soft foam was transferred to the Beavercreek store for **. **********. On 8/12/23, ** ********** came to the Beavercreek store and picked up the foam and spoke again at length with store manager, ***** ******, about the fact that she was uncomfortable in her new mattress. ** ****** reiterated the Comfort Exchange policy available to her. 

   

  On 9/5/23, Original Mattress Factory partner, **** ****** reached out to **. ********** by phone and had a detailed conversation with her regarding her purchase and her options. **. ********** acknowledged that she had shopped at several store prior to her purchase and had spent several hours at Original Mattress Factory trying several models before making her purchase. She also confirmed that she had received the correct product by verifying the tags affixed to the product. **. ****** explained to **. ********** that she had one year from date of delivery to exercise the Comfort Exchange policy id she wanted another model of mattress. In addition, **. ****** offered to have **** *******, customer service manager, to come to **. **********'s home and inspect the mattress to ensure there were no defects. Also **. ********** was made an offer to bring the mattress to the Original Mattress Factory location where it could be inspected and checked for any irregularities or defects. **. ********** declined both of these offers and said that she would possibly sell the mattress and buy another elsewhere. ** ****** also explained to **. ********** that the Original Mattress Factory warranty covers any defects in workmanship or materials but does not cover comfort preference. (see number 3 in Ite** Not Covered by Our Warranty). **. ****** extended these offers to **. ********** and asked her to let Original Mattress Factory know how she would like to proceed. 

   

  On 9/7/23 **. ********** posted an online review on Google expressing her thoughts. (See attached). 

   

  On 9/11/23 Original Mattress Factory was notified that **. ********** had filed a complaint with the Better Business Bureau. 

   

  Original Mattress Factory infor** each customer at time of sales that we do not accept returns on mattresses and box springs. In addition, there are 8.5 x 11 inch signs (see attached) posted on each sales desk that states why OMF doesn't accept returns. This policy is also stated clearly in both the Limited Warranty booklet and sales receipt which is provided to each customer at time of sale (see attached). 

   

  This appears to be a situation in which **. ********** does not like the comfort of mattress that she chose. That is why the Original Mattress Factory offers the Comfort Exchange policy for these cases in which our customers do not like their initial selection, they have one year to choose another mattress without having to pay full retail cost. 

   

  Original Mattress Factory takes pride in our products, the people who work for us and our nine point ****osophy 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 **. ********** in any way. Original Mattress Factory stands by our commitment to inspect the mattress or to assist **. ********** in the event she chooses to exercise the Comfort Exchange policy. 

  
  

  **** ******-Partner 

   

  Original Mattress Factory 

   

  ************

  
  

  See attached response to complaint ******** *** **********. Please reach out if you have questions. Thank you.

  **** ******

  Original Mattress Factory

  Customer response

  09/18/2023

  
  Complaint: ********
  
  I am rejecting this response because: I did everything asked of me. Tried the mattress in the store for well over 15 minutes. I drove an hour one way to try there "cure" of 1" foam top, which I had hoped, but did NOT help the mattress. Having a tag on it that shows WHAT mattress it is, is NOT the same as knowing why the mattress is lacking in the center the support needed. Anyone will tell you, sleeping on a mattress night after night is the ONLY way to know IF the mattress IS going to be a good fit. AGAIN, the comfort level IS rated a 6, by THEIR company (not me), I did NOT know that at the time of purchase. I think a company would value the fact that if their products are as good as they portray: That means they would have little complaints from customers (not the case from what ***** had said, you could tell they have had their share, reviews reveal that). Also, with the revenue they bring in, they really want to make a big deal with an older lady, with health concerns and a fixed income. How honorable. Many companies would do what is necessary to "make it right". So, I fork out the add'l 287.00 PLUS I realized I'd have to buy the 5'H box springs or their "better" quality mattress, the Orthopedic would be too high on the frame, plus tax and 70.00 to deliver. Then what happens when that doesn't work out, I'm screwed out of more money, that's what! My brother told me to do more reviews so no one else goes through this! Who would want to pay 25% MORE in fees for a mattress that has NOT provided comfort, so I can upgrade and spend total approx. $500.00 more when I add everything up, is my estimate. Really? Just take your mattress, box springs and give my money back. It's really not asking for much! Stand behind your customers! I also did the final thing **** & Mike said, give it time, it takes a month or so to adjust to your body, blah.....been going on 2 months, wake up every morning in pain, don't go to bed that way! I wish I had time to get my thoughts more organized, my world fell apart this week with more devastating news within the family, so OMF is nothing more than a sore subject with me, that should NOT even be making me go through all of this! And don't for one minute tell me, you can't write this off and just reimburse me. I cannot even think of buying a new set, with the money I put into this one! I never said this mattress was a horrible one, except when you factor in my Lumbar, hip, age, arthritis, etc., many ailments. FOR a YOUNGER person without this issues it would probably fare well. I did EVERYTHING in my power to assure I was buying a mattress to give me relief from the old 12 yr. one I got rid of. I ONLY wish I had it back, bought a mattress topper instead!!! IT would've been better than this one! I also wouldn't be so proud to tell people that in all the years ***** was there, they have NEVER given anyone's money back! OF course not, that's how their revenue is so high, it's the money that is their end result, not customer satisfaction! For a company to make such a huge deal out of this, should say a lot to others that hopefully will read this! I would tell them, order a mattress from a company online, most of them give a 90 return if not happy with comfort or otherwise! I wish I had taken that chance, unfortunately, I'm a person that likes to look at IMPORTANT products in person. I refuse to give this selfish company any more money when: I've done what they've asked from day one. 2. I ordered one on the faith that they would refund me if unhappy! 3. It clearly is not made right in the center area for the support of an ADULT which the paper states that it is ADULT COMFORT LEVEL! All I'm saying for now! I have a family crisis and this is really upsetting me now! 
  
  Sincerely,
  
  *** **********

*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. ↩