ComplaintsforThe Original Mattress Factory

• Initial Complaint

  08/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased (2) twin size mattresses for Murphy Beds. The salesman talked us into an upcharge 12" thick Mattresses, instead of a standard 11" thickness. After I brought the mattresses home, I tried one without removing the plastic wrapper, it was too thick and would not fit. When I tried to exchange, I was told I would have to take these to Aspinwall (across town) instead of the place where I purchased, and that there would be an additional 25% charge, and that their policy was no returns. Again, these are still in the original plastic wrapping. I talked to Brian (he would not give a last name) at Aspinwall, he had an attitude and was very rude, saying that's their policy, and too bad. At this point, I want to return the unopened mattresses for a refund.

  Business response

  09/08/2023

  I am in receipt of your letter dated August 30th, 2023, regarding *** **** ***** *** ********** ** ********* 

  
  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.
  
  In response to the customer’s complaint to the Better Business Bureau, we have thoroughly reviewed all documentation regarding our correspondences with the customer since his initial purchase on August 26th, 2023.  Our records indicate the following:
  
  August 26th, 2023: *** ***** purchased two twin Regency Sapphire EuroTop Mattresses from our store at North Fayette, PA. These mattresses are approximately 11 inches thick (See website photo 1). At the time of purchase, *** ***** was told about our no return policy and our 365-Day Comfort and Size Change Policy. It is also posted on the sales desk and on the back of the invoice the customer received (See We’ve Got You Covered). Note the other mattress that *** ***** considered at the time of purchase (referenced in his BBB complaint) was our Classic Plush which is approximately 10 ½” thick.  There was no 12” thick mattress discussed or received, as the customer infers in the BBB complaint.
  
  August 30th, 2023: *** ***** came to our North Fayette location and picked up two twin Regency Sapphire EuroTop mattresses. *** ***** signed that he was taking the product that day and that they were received in good condition. The invoice is also stamped by the signature line again stating that we do not accept returns (See signed invoice).
  
  August 30th, 2023: *** ***** got the product home and decided it was too high for his bed so he called our store in North Fayette. The Sales associate explained that once a product has left our possession it is considered used and cannot be returned, but we do have a 365-Day Comfort and Size Change Policy for him to be able to change to a different mattress. The Sales Associate also explained that we cannot accept used bedding at that location and it would have to be dropped off at our factory location in Aspinwall to be disposed of. The customer wanted to speak to a manager and was given the number for our factory in Aspinwall.
  
  August 30th, 2023: *** ***** called our factory location in Aspinwall and spoke with our delivery supervisor. The delivery supervisor covered the 365-Day Comfort and Size Change Policy again with the customer and clarified all the costs that would be associated with utilizing it. The customer still wanted to speak to someone higher. The delivery supervisor forward the message on to me (Local Sales & Marketing Manager)
  Experience more than just a mattress store…Experience an Original
  
  
  
  August 30th, 2023: I called and spoke to *** *****. *** ***** explained the situation and I responded by explaining why we do not accept returns.  I discussed the fact that our policy was covered with him at the time of purchase and that it is also posted on the sales desk and on the invoice he received at the time of purchase. I explained that *** ***** has 365 days to utilize the 365-Day Comfort and Size Change Policy to change to a different mattress. *** ***** wanted to speak to someone higher and I explained that there is no one higher and all Pittsburgh issues are handled through the local management team. *** ***** said he is unhappy and would go to the BBB. I responded that we would be happy to work with the BBB to bring this matter to a resolution. *** ***** said this conversation was going nowhere and the phone call ended. 
  
  August 30th, 2023: Original Mattress Factory received a complaint from the Better Business Bureau. 
  
  
  *** *****’s complaint also makes much of his allegation that the mattress was in the original plastic packaging.  Please understand that we have no way to verify whether a mattress is removed from the original packaging.  For the protection of all of our customers, we do not re-sell returned mattresses.  As such, once the mattress is signed for and accepted by the customer, we cannot accept the mattress back even if it appears to have not been removed from the original packaging.
  
  *** ***** still has the ability to utilize his 365-Day Comfort and Size Policy. He has until August 30th, 2024 to 
  utilize this policy.
  
  The Original Mattress Factory has a long standing reputation for integrity and we appreciate the opportunity to work with you to resolve the customer’s concern.  *** ***** wasn’t even considering a 12” thick mattress during his visit.  With only ½” difference between the two models he was considering, there would also likely be an issue with the Classic Plush as well.  Typically, bunk beds, murphy beds and sometimes platform beds come with recommended thickness ranges for the mattresses to be used with them.  We would recommend that *** ***** look up this information prior to making any decisions.  If you have any further questions or concerns, I would be happy to discuss those with you.
  
  
  Sincerely,
  
  
  Bryan C*****

  
  

  Customer response

  09/08/2023

  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.
  
  Original Mattress Factory obviously has no intent of making any effort to resolve this matter.  

  1.  Mr Bryan C***** *nice to find out his last name, he wouldn't give me that information on the phone) was extremely rude during our conversation, bluntly stating that the policy was the policy, no exceptions.  I tried to explain that I called the store approximately 30 minutes after picking up the mattresses, and that they were still on the original plastic wrapping, unopened.  

  2.  When selecting the mattresses at the Robinson Township store, the Sales Person indicated that a 12" mattress should fit a Murphy Bed.  When I got home and tried it, I found out it did not fit.

  3.  The bit of information I did obtain from Mr C***** was that I would have to drive all the way across town to Aspinwall to return the mattresses, I could not return them to the place of purchase.  Then there would be NO refund, and I would have to pay an additional 25% cost of new mattresses that would hopefully fit.

  4.  Not accepting Mr C*****'s rude attitude, I asked to speak with his supervisor.  He told me he was the highest-ranking person I could speak with.  He would offer no further information other than that.

  5.  At this point, I am a Completely Unsatisfied Customer.  I paid over $800.00 for 2 mattresses that I am stuck with and cannot use.  

  
  
  Regards,
  
  **** *****

• Initial Complaint

  04/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On April 10, 2023 I purchased a box spring/mattress from this company after doing extensive research and visiting the store several times. The mattress I purchased is advertised on their webtsite as being 10.5 inches in height. Upon delivery of this mattress on April 13, 2023 we noticed that it did not look to be 10.5 inches in height. Upon further inspection, we measured the mattress to be 9 inches in height. On April 14, 2023 I called Original Mattress Factory to report this. Their reponse was that they have a "different" way of measuring their mattresses and that if I wanted to exchange for a different mattress I would have to pay an additional 25% per their "comfort and sizing" policy. During each of my visits to the store (talking with Dave and John) I was never told about the way THEY measure their mattresses. I trusted the information provided on their website about the height of the mattress and realize now that the real dimensions were completely misrepresented. The company is not willing to accept responsbility for this and want ME to pay a penalty fee to exchange for a different mattress.

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my mattress and explained in detail that I was using it on my own bed frame which is an adjustable bed frame. The bed arrived and wasn't the same type of bed I purchased, I called and had the bed picked up and taken to the warehouse to examine for defects. When I was at the warehouse the mattress was taken apart and I was told there was a different layer of foam than what is shown on the display and information sample and the section of bed shown on display was outdated. At the time of the review the salesperson started screaming at me and verbally abusing me. The mattress is not the same as on display and the information provided to sell me the mattress was deceptive. The salesman selling the mattress wasn't honest and forthcoming when discussing the mattress There are more details to this, but I am limited on what I can type in the space provided

  Business response

  11/02/2022

  I am in receipt of your letter dated October 25, 2022, regarding *** ****** ****** *** ********** ** ********* 
  
  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.
  
  *** ****** asked for a full refund of the entire purchase.  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 and box springs.  This position is clearly stated on signs displayed on our sales desks, in the warranty card, on our website and on the back of the invoice the customer received at the time of purchase.
  
  In response to the customer’s complaint to the Better Business Bureau, we have thoroughly reviewed all documentation regarding our correspondences with the customer since his initial purchase on February 26, 2022.  Our records indicate the following:
  
  
  2/26/2022: *** ****** purchased a Queen mattress of Orthopedic Pillow Top. At the time of purchase *** ****** mentioned that he was putting the mattress on his current adjustable base that is not from Original Mattress Factory. The sales person explained that the mattress will feel different on adjustable base and noted it on the invoice in the comment section (see attached invoice).
  
  3/3/2022: The queen mattress was delivered to *** ******* *** ****** signed the invoice that the products were received in good condition (see attached invoice).
  
  4/12/2022: *** ****** called our factory location to say that he can feel a spring in his mattress and would like someone to come out to inspect the mattress. The sales person who took the call said he would pass the information to our customer service representative and said he would give him a call to set up an appointment.
  
  4/13/2022: Our customer service representative spoke with *** ****** and set up and appointment for 4/19/2022 between 3:30-5:30.
  
  4/19/2022: Our customer service representative went out to *** ******** home to inspect the mattress for no charge. During the inspection we discovered that the mattress was all within proper specification and there appeared to be nothing wrong with the mattress. *** ******** adjustable base was not level. This 
  Experience more than just a mattress store…Experience an Original
  
  
  was tested by laying a level over the adjustable base and measuring the gap between the adjustable base and the level. We advised the customer that this is something that he would want to get fixed because it can lead to issues with the mattress. 
  
  4/19/2022: *** ****** called our factory location and felt that his concern about feeling the spring was not addressed. *** ****** asked if unevenness of an adjustable base can lead to problem with the mattress which the sales person said it could. *** ****** did not agree with that assessment and asked to have a manager give him a call.
  
  4/20/2022: Our customer service representative left a voicemail at 4:30 PM
  
  4/21/2022: *** ****** called in the morning and said he didn’t want to speak with our customer service manager and would like someone higher up.
  
  4/21/2022: Bryan C***** (Sales Manager) called at 9:15 AM and left a voicemail.
  
  4/21/2022: *** ****** called back and spoke with Mr. C*****. *** ****** was not happy with the way our customer service representative measured his mattress. Mr. C***** reviewed that we need to look at all items that could be affecting his mattress. ***  ****** wanted to have a second set of eyes come out and inspect his mattress. Mr. C***** agreed that he personally would go out to inspect the mattress. Mr. C***** also discussed the possibility of setting up a factory inspection of his mattress with *** ****** present so he can see all the layers inside of the mattress. *** ****** raised concerns that he didn’t think the foam is of proper specification. Mr. C***** assured him that the foams are tested for quality before they get to our factory to ensure they are of all of proper specification. An appointment for 4/27/2022 was set for Mr. C***** to go and inspect the mattress at no charge.
  
  4/27/2022: Mr. C***** inspected the mattress and found that everything was of proper specification and that nothing was visually wrong with the mattress. Mr. C***** laid on the mattress to see if he could feel a spring poking him and he could not. Mr. C***** determined that this was likely a comfort issue and not a warranty issue. Mr. C***** gave the customer a piece of 1 inch SuperSoft foam at no charge (a $45 retail value) to help the customer with the comfort of the mattress. The customer also has one year from the day of delivery to use our 365-Day Comfort Policy to get a different mattress if he determines he isn’t comfortable on his current mattress (See back of invoice). Mr. C***** left and told *** ****** to check back in with him next week to see how everything is going and if we need to set up a factory inspection. 
  
  4/29/2022: *** ****** called and spoke with Mr. C***** and said he wanted to go the route of the factory inspection. Mr. C***** agreed and said he would get with our production team to set up a date that worked with both parties and he would give him a call back. *** ****** agreed. The pickup, inspection, and redelivery of the mattress were all at no charge to *** *******
  
  5/2/2022: Mr. C***** called the customer to set up a day for the factory inspection and left a voicemail.
  
  5/3/2022: Mr. C***** called the customer in the morning to set up a day for the factory inspection and left a voicemail.
  
  5/3/2022: *** ****** called back and spoke with Mr. C***** and a date of 5/17/2022 was set for the inspection and a date of 5/18/2022 was set for the redelivery of the mattress. 
  
  5/17/2022: *** ****** came to our factory location to be a part of the mattress inspection. During the inspection we went layer by layer looking at the materials until we got down to the innerspring. We repeated this process for both sides of the mattress and found that all items were correct and there was 
  Experience more than just a mattress store…Experience an Original
  
  no spring poking up in the mattress. *** ****** was convinced that the foams in the mattress were not up to proper specification. This opinion was raised during the inspection and continued as the conversation moved to the showroom and became somewhat heated by both parties.  While the conversation did escalate, the allegation that it involved screaming or was verbally abusive is not true.  Mr. C***** assured him again that they are all tested before they come to our facility. To alleviate any potential doubt in the foam, Mr. C***** said we would replace all the foam in the mattress and put in new foam to be one hundred percent certain all the foam is up to proper specification at no charge to the customer. *** ****** agreed to this option and we rebuilt his mattress with new foam.  Prior to *** ******** departure, he and Mr. C***** discussed the conversation getting heated and talked it through.  *** ****** thanked Mr. C***** as he left.  Mr. C***** had apologized for his part in the escalation and *** ****** thanked Mr. C***** before he left.  
  
  
  5/18/2022: We redelivered *** ******* mattress and he signed that it was received in good condition (See attached invoice).
  
  10/25/2022: *** ****** called and asked for his purchase date and delivery date of the mattress. The salesperson looked up the order and gave the information to *** *******
  
  10/25/2022: Customer filed a complaint with the BBB.
  
  
  We have a product warranty for those rare situations in which there is a defect in material or workmanship.  Please note that the Orthopedic Pillow Top mattress purchased by *** ****** has a 12 year, non-prorated warranty. See Limited Warranty Service Policy & Mattress Care Guide for details. After bringing in *** ******** mattress and inspecting each layer and replacing all the foam layers, it was determined that there was no defect in the mattress. All of the actions that were taken to address all of *** ******* concerns have all been done free of charge. 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. *** ****** may still utilize the 365-Day Comfort Policy until March 3rd, 2023. Our 365-Day Comfort Policy states:
  
  While the majority of our customers are happy with their new mattress, box spring, or set, we offer our Comfort and Size Change Policy if you have an issue related to the comfort, size, or height (standard or low-profile box springs) of the product. Within one year after receiving your new mattress, box spring, set, or adjustable base, this policy allows you to make a one-time reselection of a new model from our current stock for a fee of 25% of whichever piece is less expensive. Retail price difference and delivery/pick-up fees may apply. The originally purchased product must be tendered to us (for disposal or donation) or donated to a legitimate charitable organization. Proof of donation may be required. We recommend giving your body at least 30 days to get used to your new mattress before participating in our Comfort and Size Change Policy.
    
  Please understand that 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.  The in-factory inspection that was completed on May 17, 2022 confirmed the mattress was built to the correct specifications.  Further, our inspection confirmed that the mattress was manufactured with the same components shown in our display "cut-away," which shows the internal components of the mattress.  
  
  In his complaint filing to the BBB, *** ****** states “the bed arrived and wasn’t the same type of bed I purchased”.  The Orthopedic Pillow Top mattress has been part of our core lineup for more than 30 years.  If the floor models were not representative of the products we sold and delivered, it stands to reason that we would have a lot of unhappy customers.  
  Experience more than just a mattress store…Experience an Original
  
  
  
  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 *** ****** or any other customer as he alleges in his complaint. 
  
  
  
  If you have any further questions or concerns, I would be happy to discuss those with you.
  
  
  Sincerely,
  
  
  Bryan C*****
  

  Customer response

  11/07/2022

  Better Business Bureau:
  
  I responded to this with attachments, but I am not sure if it was sent.   Please let me know if you received the BBB-Orig Mattress factory Reply document and attachments which were sent on 11/07/2022 at 8:48 pm or close to it.

   

  I’m responding to the email from the Original Mattress factory and I’ve included my reply below each paragraph  to assistant in my explanation of the issues.  If the format is unclear or unacceptable, please let me know.  I listed the reply as Reply from *** ****** and my reply is in red letters.  
  
  ---- Beginning of the email from the Original Mattress Factory 
  
  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.
  
  Reply from *** ****** – This is not true. I tried to resolve the issues at the store level and I was verbally abused and screamed at by Mr. C*****. 
  
  *** ****** asked for a full refund of the entire purchase.  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 and box springs.  This position is clearly stated on signs displayed on our sales desks, in the warranty card, on our website and on the back of the invoice the customer received at the time of purchase.
  
  Reply from *** ****** – The reason I am asking for a full refund is because I was shown one type of mattress in the showroom and then sold a different mattress then what was presented to be the same type and build as the showroom mattress.  
  
  In response to the customer’s complaint to the Better Business Bureau, we have thoroughly reviewed all documentation regarding our correspondences with the customer since his initial purchase on February 26, 2022.  Our records indicate the following:
  
  
  2/26/2022: *** ****** purchased a Queen mattress of Orthopedic Pillow Top. At the time of purchase *** ****** mentioned that he was putting the mattress on his current adjustable base that is not from Original Mattress Factory. The sales person explained that the mattress will feel different on adjustable base and noted it on the invoice in the comment section (see attached invoice).
  
  Reply from *** ****** – I was that using the mattress on my base would be acceptable.  I am not returning the mattress because the “feel” of the mattress is different.  I am returning the mattress because it is not the same type of mattress as shown to me on the showroom floor and not of the same quality. 
  
  3/3/2022: The queen mattress was delivered to *** ******* *** ****** signed the invoice that the products were received in good condition (see attached invoice).
  
  Reply from *** ****** – When signing for the mattress I was only seeing the outside of the mattress and I was told to check for any tears or dirt on the mattress.  When I signed that the mattress was received in good condition,  this was for the outside condition of the mattress what I could see.
  
  
  4/12/2022: *** ****** called our factory location to say that he can feel a spring in his mattress and would like someone to come out to inspect the mattress. The sales person who took the call said he would pass the information to our customer service representative and said he would give him a call to set up an appointment.
  
  4/13/2022: Our customer service representative spoke with *** ****** and set up and appointment for 4/19/2022 between 3:30-5:30.
  
  4/19/2022: Our customer service representative went out to *** ******** home to inspect the mattress for no charge. During the inspection we discovered that the mattress was all within proper specification and there appeared to be nothing wrong with the mattress. *** ******** adjustable base was not level. This was tested by laying a level over the adjustable base and measuring the gap between the adjustable base and the level. We advised the customer that this is something that he would want to get fixed because it can lead to issues with the mattress. 
  
  Reply from *** ****** -  I’ve attached photos taken when the representative from the Original Mattress Factory came out and measured the mattress to see if it was level.  The photos show the mattress is perfectly level.
  
  4/19/2022: *** ****** called our factory location and felt that his concern about feeling the spring was not addressed. *** ****** asked if unevenness of an adjustable base can lead to problem with the mattress which the sales person said it could. *** ****** did not agree with that assessment and asked to have a manager give him a call.
  
  Reply from *** ****** – This is 100 percent not true.  I said time and time again that the mattress was level and the Original Mattress Factory representative said that the mattress was not level and not being level would cause comfort issues.  The photos mentioned in the above paragraph will show that the mattress is level.
  
  4/20/2022: Our customer service representative left a voicemail at 4:30 PM
  
  4/21/2022: *** ****** called in the morning and said he didn’t want to speak with our customer service manager and would like someone higher up.
  
  Reply from *** ****** – I was lied to and being told the issue with my mattress was because it wasn’t level and this isn’t why I wasn’t going to continue the conversation with the representative. 
  
  4/21/2022: Bryan C***** (Sales Manager) called at 9:15 AM and left a voicemail.
  
  4/21/2022: *** ****** called back and spoke with Mr. C*****. *** ****** was not happy with the way our customer service representative measured his mattress. Mr. C***** reviewed that we need to look at all items that could be affecting his mattress. Mr.  Parker wanted to have a 
  second set of eyes come out and inspect his mattress. Mr. C***** agreed that he personally would go out to inspect the mattress. Mr. C***** also discussed the possibility of setting up a factory inspection of his mattress with *** ****** present so he can see all the layers inside of the mattress. *** ****** raised concerns that he didn’t think the foam is of proper specification. Mr. C***** assured him that the foams are tested for quality before they get to our factory to ensure they are of all of proper specification. An appointment for 4/27/2022 was set for Mr. C***** to go and inspect the mattress at no charge.
  
  Reply from *** ****** –  This is the start of the issue when Mr. C***** became aggravated and started yelling at me.  
  
  I asked Mr. C***** for proof that the parts uses in my mattress were within proper specifications and that the parts sused in my mattress where the same specs as the mattress I was showing in the showroom.  Mr. C***** kept telling me the mattress was in specifications and the foam and parts are verified before being sent to the Original Mattress Factory.
  
  There isn’t any way anyone can look at at a mattress and see if it is in specs.  At the time of the mattress inspection there wasn’t any forms or paper work showing what the specs are for the foam, the material and the springs and other parts installed in my mattress.  There wasn’t any tools or gauges used to check any of the parts of the mattress.   It was Mr. C*****’s opinion that the mattress was in specifications.  I asked several times if I could see the specs of the material and parts and if they can be compared to what was in my mattress. 
  
  I was told once again by Mr. C***** that the parts are within specs, but no proof or specs were ever given to me and the mattress and parts were never check with any gauges to see if the parts were in spec.
  
  
  
  4/27/2022: Mr. C***** inspected the mattress and found that everything was of proper specification and that nothing was visually wrong with the mattress. Mr. C***** laid on the mattress to see if he could feel a spring poking him and he could not. Mr. C***** determined that this was likely a comfort issue and not a warranty issue. Mr. C***** gave the customer a piece of 1 inch SuperSoft foam at no charge (a $45 retail value) to help the customer with the comfort of the mattress. The customer also has one year from the day of delivery to use our 365-Day Comfort Policy to get a different mattress if he determines he isn’t comfortable on his current mattress (See back of invoice). Mr. C***** left and told *** ****** to check back in with him next week to see how everything is going and if we need to set up a factory inspection. 
  
  Reply from *** ****** –  The inspection was a visual inspection and no proof was offered other than saying everything is okay.  I was given a piece of foam and it was put on the bed.  Mr. C***** asked if I could try laying on the top of the foam and see if the mattress felt better.  There wasn’t any change with the issues of the mattress and I once again told Mr. C***** this wasn’t a comfort issue.  The piece of foam was left with me and has not been used. 
  
  
  4/29/2022: *** ****** called and spoke with Mr. C***** and said he wanted to go the route of the factory inspection. Mr. C***** agreed and said he would get with our production team to set up a date that worked with both parties and he would give him a call back. *** ****** agreed. The pickup, inspection, and redelivery of the mattress were all at no charge to *** *******
  
  Reply from *** ****** -  The mattress warranty does state the following.  
  
  We invite you to join us while we perform the inspection so that you can see the process first hand. If you choose to join us, we will waive all pick up, redelivery, and labor fees for this process.  
  
  
  5/2/2022: Mr. C***** called the customer to set up a day for the factory inspection and left a voicemail.
  
  5/3/2022: Mr. C***** called the customer in the morning to set up a day for the factory inspection and left a voicemail.
  
  5/3/2022: *** ****** called back and spoke with Mr. C***** and a date of 5/17/2022 was set for the inspection and a date of 5/18/2022 was set for the redelivery of the mattress. 
  
  5/17/2022: *** ****** came to our factory location to be a part of the mattress inspection. During the inspection we went layer by layer looking at the materials until we got down to the innerspring. We repeated this process for both sides of the mattress and found that all items were correct and there was no spring poking up in the mattress. *** ****** was convinced that the foams in the mattress were not up to proper specification. This opinion was raised during the inspection and continued as the conversation moved to the showroom and became somewhat heated by both parties.  While the conversation did escalate, the allegation that it involved screaming or was verbally abusive is not true.  Mr. C***** assured him again that they are all tested before they come to our facility. To alleviate any potential doubt in the foam, Mr. C***** said we would replace all the foam in the mattress and put in new foam to be one hundred percent certain all the foam is up to proper specification at no charge to the customer. *** ****** agreed to this option and we rebuilt his mattress with new foam.  Prior to *** ******** departure, he and Mr. C***** discussed the conversation getting heated and talked it through.  *** ****** thanked Mr. C***** as he left.  Mr. C***** had apologized for his part in the escalation and *** ****** thanked Mr. C***** before he left.  
  
  Reply from *** ****** – Several items in the above statement are an out right lie.  Mr. C***** stated many times the parts used in the mattress were up to specifications when the parts we sent to the company.  I asked repeatedly to see the specifications so they can be compared to that parts used in my mattress and to the parts used in the mattress in the showroom.    
  
  Mr. C***** said he would replace the foam in the mattress and I told him without checking to see if the foam is within specification or having some way to check the specifications of all the parts installed in my mattress, it won’t be acceptable because we don’t’ know what is in specs and how no way to measure the material and parts.  I didn’t agree to the foam replacement. 
  
  This conversation went over and over.  I kept asking to see written specifications and to test the parts in my mattress to see if the parts were the same specs of the parts being sent to the Original Mattress Factory and to compare with the specs of the mattress in the showroom.  
  
  At this point Mr. C***** became worked up and distraught and started screaming at me.  He was screaming at the top of his lungs.  I was very upset and shocked at Mr. C***** screaming at 
  me.   I felt extremely intimated and harassed.   There wasn’t any point of continuing the conversation.  I was afraid the abuse from Mr. C***** would continue or get worse.  I couldn’t understand why Mr. C***** would start screaming at me.  I wondered if this was a normal process  used when a customer wouldn’t agree with him. I was asking for proof of the specification of the material and parts used in my mattress and for some what of checking what was actually installed in the mattress and to compare this with the mattress in the showroom.  Mr. C***** couldn’t accept this and this is when he started screaming.   I never discussed the conversation being “heated” with Mr. C*****.  I never raised my voice, screamed of tried to intimidate Mr. C*****. I treated him with the utmost respect during the conversation.  At the point of him screaming, I left.  He did shake my hand and said he was sorry. I believe this was his attempt to keep me in the store.  To avoid any additional issues, I left the start.  Another lie stated above is that Mr. C***** apologized for his part in the escalation.  There was only his part.  I didn’t participate and I didn’t scream or try to intimidate him.  The wasn’t any part on my end of the “escalation”.   The word escalation used by Mr. C***** really negates how terrible of a situation this was.  
  
  
  5/18/2022: We redelivered *** ******* mattress and he signed that it was received in good condition (See attached invoice).
  
  Reply from *** ****** –  I was asked to sign for the mattress and to look at the outside of the mattress to see if it was damaged or dirty.  My signatures was in no way me signing off and saying there wasn’t any internal issues with the mattress. 
  
  10/25/2022: *** ****** called and asked for his purchase date and delivery date of the mattress. The salesperson looked up the order and gave the information to *** *******
  
  10/25/2022: Customer filed a complaint with the BBB.
  
  
  We have a product warranty for those rare situations in which there is a defect in material or workmanship.  Please note that the Orthopedic Pillow Top mattress purchased by *** ****** has a 12 year, non-prorated warranty. See Limited Warranty Service Policy & Mattress Care Guide for details. After bringing in *** ******** mattress and inspecting each layer and replacing all the foam layers, it was determined that there was no defect in the mattress. All of the actions that were taken to address all of *** ******* concerns have all been done free of charge. 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. *** ****** may still utilize the 365-Day Comfort Policy until March 3rd, 2023. Our 365-Day Comfort Policy states:
  
  While the majority of our customers are happy with their new mattress, box spring, or set, we offer our Comfort and Size Change Policy if you have an issue related to the comfort, size, or height (standard or low-profile box springs) of the product. Within one year after receiving your new mattress, box spring, set, or adjustable base, this policy allows you to make a one-time reselection of a new model from our current stock for a fee of 25% of whichever piece is less expensive. Retail price difference and delivery/pick-up fees may apply. The originally purchased product must be tendered to us (for disposal or donation) or donated to a legitimate charitable organization. Proof of donation may be required. We recommend giving your body at least 30 days to get used to your new mattress before participating in our Comfort and Size Change Policy.
    
  Please understand that 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.  The in-factory inspection that was completed on May 17, 2022 confirmed the mattress was built to the correct specifications.  Further, our inspection confirmed that the mattress was manufactured with the same components shown in our display "cut-away," which shows the internal components of the mattress.  
  
  In his complaint filing to the BBB, *** ****** states “the bed arrived and wasn’t the same type of bed I purchased”.  The Orthopedic Pillow Top mattress has been part of our core lineup for more than 30 years.  If the floor models were not representative of the products we sold and delivered, it stands to reason that we would have a lot of unhappy customers.  
  
  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 *** ****** or any other customer as he alleges in his complaint. 
  
  Reply from *** ****** –   The Original Mattress Factory stated above...” If the floor models were not representative of the products we sold and delivered, it stands to reason that we would have a lot of unhappy customers.”  I can’t speak of the other issues the company has had in the past or will have in the future, but the statement seems like they are saying there aren’t any issues ever with their mattresses.  
  
  I repeated this time and time again to Mr. C*****.  This is not a comfort issue.  I believe the parts used in my mattress are not in specifications and not the same as the mattress I was show in the showroom.  I believe the Original Mattress Factory is deceptive in their sales and sold a product that was inferior and not as the same as what was shown to me in the showroom.  The showroom mattress was used as a demo to show the quality and construction of the mattress they were selling me.  I also believe the Mattress Factory tries to use intimidation tactics such as screaming and bullying when a customer doesn’t agree with their viewpoint.   The only inspection completed on my mattress was a visual inspection. 
  
  The Original Mattress Factory didn’t provide any specifications of the material and parts used in my mattress and didn’t test the material in my mattress to see if it was in specification nor did they provide any specification or testing on the showroom mattress to see why it was different than the mattress I purchased. I believe the mattress I purchased has parts used that are not up to specifications and those parts are not of equal value of the parts used in the showroom mattress, and this is why I am asking for a full refund of the purchase price. 
  
  
  If you have any questions or concerns, please let me know.
  
  Thanks,
  *** ******
  

   

   

  Business response

  11/24/2022

  I am in receipt of your letter dated November 14, 2022, regarding *** ****** ****** *** ********** ** ********* 
  
  In regards to *** ******** concern, we at the Original Mattress Factory feel we answered those concerns in our first letter. We did additionally reach out to the foam supplier that pours and processes our foam for us this week to see the results of the tests they ran on the foam that was used in *** ******** bed. As shown in the test documents (See Elite Comfort Solutions – Foam Certs), the foam used in the production of *** ******** mattress meet approved specifications. When we took apart the mattress with *** ****** present, we verified all the correct materials were inside the mattress. 
  
  Please let us know if you have any additional questions or would like to discuss further.
  
  
  
  Bryan C*****

  Customer response

  12/01/2022

  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.]

   

  Hi,

  With regards to my BBB complaint, ID ******** and the response from the Original Mattress Factory, my concerns haven't been addressed in the last response sent to

  the BBB or in any of the prior concerns and letters I have submitted.   The sheet from Elite Comfort Solutions shows nothing at all that would be used as proof of the quality of foam in the mattress. As I said many times in prior emails, nothing was used to check quality of the foam other than a visual inspection.  As you look at the past emails that I have submitted, I have asked to compare the parts assembled in my mattress to the parts assembled in the showroom mattress.  I also mentioned several times that the inspection was only done as a visual inspection.   There wasn't any type of calibrated equipment used to test the quality and density of the foam and the springs and other material and parts used in the construction and assembly of the mattress.  The representatives of the Original Mattress Factory looked at the mattress and said it was assembled properly and their word should be accepted.   

  There is something wrong with the mattress I purchased, and it is defective and different than the mattress in the showroom that was shown to me as what I would purchase. I can't say for certain why the mattress is defective and not the same as what is presented in the showroom.   The Original Mattress Factory wont properly inspect the mattress with any type of certified equipment and compare the specifications of each of the parts of my mattress to what was used in the mattress that was in the showroom on the date of my purchase. 

  For the reasons mentioned above and because the Original Mattress Factory sold me a mattress that is defective and different from what was presented in the showroom, I am once again asking for a full refund of the cost of the mattress and the delivery cost. 

  Regards,
  ****** ******

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a mattress on 10/1/2022, in the amount of 1649.00. The mattress was damaged it had a bend in it and we called to try to resolve the problem immediatley we never got a phone call back then I wrote an email explaining our problem and then I got a phone call and were told our company does not deliver damaged mattresses and our delivery people know how to carry the mattresses and they did not damage it and we would have to pay another 475.00 to get it fixed that they would have to take the mattress for about 4 days or we could drop it off to them they would replace the spring we would have to pay for the spring and the delivery charges. We advised we got a defected mattress it was delivered damaged after numerous phone calls back and fourth they are not willing to work with us. I told them I was going to stop payment on my check until they resolved the matter. We are just asking them to replace the mattress and take the old one away. They told us how to fold the mattress to carry it upstairs from head to foot and that is what my husband and son did, my son took delivery of the mattress and said that the delivery people did catch it on a shepherds hook and then dropped it on our cement patio, this could have caused the spring to break. I am attaching my email I wrote to them. with a picture of the damage.

  Business response

  10/25/2022

  I am in receipt of your letter dated October 18, 2022, regarding ********* ********* *** ********** ** ********* 
  

  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.
  In response to the customer’s complaint to the Better Business Bureau, we have thoroughly reviewed all documentation regarding our correspondences with the customer since her initial purchase on October 1st, 2022.  Our records indicate the following:
  

  10/1/2022: Customer came into the Greensburg, PA store and purchased a king mattress of Orthopedic EuroTop with two twin extra-long bunk boards and a set of king sheets and elected for a drop off delivery rather than having Original Mattress personnel take the mattress into the home. The total cost of the order was $2,134.54. On a drop off delivery, we do not enter the customer’s home to fully set up the products in the desired location, but rather meet them at the door to leave the product in the plastic in a place they specify. At the point of sale the customer mentioned they have a small home with tight access.  The store manager used this information to explain that our king mattresses are made to fold in half to help fit in tight spots.  He went on to review how to properly fold the mattress head to foot and to be careful not to drag the mattress because the weight of it could tear the fabric. 
  

  10/7/2022: The products were delivered to the patio outside of the customer’s home. The drivers explained how to properly fold the mattress to their adult son and asked him to look over the mattress before signing the invoice. He signed the invoice below the text stating “RECEIVED IN GOOD CONDITION BY:”. See attachment of signed invoice.
  

  10/10/2022: **** ******* *alled saying that the mattress had a divot in it. **** ******* wanted to send us a photo to save us from going out to the home because of the distance from our factory location (roughly 1 hour and 15 minutes without traffic). The photo shows that the border rod in the mattress innerspring had been bent in the middle of the mattress at the foot. See attached photo. It is clear the mattress was bent the wrong way when being brought into the house. Our customer service representative explained that this damage was caused from bending the mattress the wrong way and is not covered in the warranty (See Limited Warranty), but provided some options to try to help them. Since the innerspring could not be repaired we offered to pick up the mattress and redeliver it (2 delivery charges at $125 each) and replace the entire innerspring at a cost of $175, for a total of $425 plus tax. Alternatively, if the customer is able to drop off and pick up the mattress at our factory, we could replace the spring for $175 plus tax. At this point **** ******* said they planned to put a stop payment on the check.
  

  10/12/2022: **** ******* *alled our Greensburg store and wanted the check number. The store manager explained that we didn’t have the check since it has been deposited, but we would do our best to get this information and get back with her.

  
  10/13/2022: Scott M***** (Vice President) called and spoke with **** *******, who explained that she doesn’t want a repaired mattress but would accept a new mattress. Mr. M***** explained how he talked with both drivers separately and they both said the mattress was not dropped or folded at any time during the drop off delivery. Mr. M***** also reiterated the offer that we made to fix the issue even though it is not a warranty issue. He further explained that the customer could bring us the mattress at the factory and we could repair it for ($175) with no delivery fees. **** ******* said this was unacceptable and said they had put a stop payment on the check. Mr. M***** explained that we couldn’t do anything if they stopped payment and until product is paid for in full. **** ******* said she would talk to her husband and get back with us on Monday 10/17/2022

  10/17/2022: Mr. and **** ******* along with their son, ***** called. They wanted to explain that their son (who signed that the product was received in good condition) thought the drivers put the mattress down too hard on the patio. Mr. M***** explained that a bend in the middle of the mattress is typically caused from the mattress being improperly folded. He also explained that the drivers had the son look over the mattress before he signed for it to make sure that everything was in good condition. *** ******* then asked if we would take $800 for the mattress (retail price of the mattress alone is $1,649).  Mr. M***** explained that was not an acceptable solution as we didn’t feel we had done anything to cause damage to the mattress.  *** ******* stated that he doesn’t want a mattress that is “dragged in and out of his house again”. Mr. M***** explained that if our drivers come into the home, we would carry and fold the mattress properly and not cause any additional damage.  Mr. M***** explained that the mattress would be brought back in the same condition with a new innerspring inside. He explained that if there was additional damage to the fabric, due to the mattress being dragged into the home initially, that this would not be fixed, repaired or replaced. The ********* reiterated that they did not want a repaired mattress, but they would accept either a new mattress or a discount on the existing mattress. When Mr. M***** declined their offer, the ********* said they are not paying for this and reiterated that their check has been stopped.

  10/18/2022: Mr. M***** verified with our bank that a stop payment had been placed on the check. **** ******* sent an email stating her disappointment that she offered solutions that we did not accept. Mr. M***** called and spoke with **** ******* and explained that we could try to get creative to minimize their cost of getting the innerspring replaced.  As an example, we could wait to pick up the mattress until we happen to be in the area so that they would only have one delivery fee. Mr. M***** also reiterated that we wouldn’t be able to conduct any service until the product was fully paid for. **** ******* said she didn’t feel comfortable paying full price because she thinks we aren’t going to do anything. Mr. M***** explained that we are trying to assist her in resolving her non-warranty issue by offering these solutions. He also stated that if they didn’t send in another payment we would have to pursue legal action to get full payment for the mattress in their possession. The customer hung up.

  10/18/2022: Customer filed a BBB complaint.
  
  10/25/2022 We received a replacement check in the mail for $2,134.54. Since they tendered payment in full, Mr. M***** emailed **** ******* and again offered to replace the damaged innerspring in the mattress for 

  175 with applicable delivery fees as mentioned above. He also invited her to come watch the replacement of the innerspring in our factory if she desired to witness the procedure.
  
  The Original Mattress Factory has a long standing reputation for integrity and we appreciate the opportunity to work with you to resolve the customer’s concern.  If you have any further questions or concerns, I would be happy to discuss those with you.

  
  
  Sincerely,
  Bryan C*****

   

   

   

   

   

   

  Customer response

  10/26/2022

  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,
  
  ********* *******

  Dear Better Business Bureau,

   

  I do not believe the mattress was damaged from carrying it up stairs to our bedroom as stated by Mr Scott M***** my husband was told by the sales person how to fold the mattress from head to toe and stressed and that is how it was done it was not folded improperly by my husband. We were not home when the mattress was delivered our son took delivery for us, we were having carpet installed that day so that is why we did not have the delivery people carry it upstairs for us. Our son told us that he did sign a paper but was not asked to look at the mattress they just  asked him to sign for the delivery of the mattress and did not give him a copy of what he signed.  Also our son stated that they did put the mattress down very hard on the concrete patio also hooked it on the shepherds hook that was in the yard.  They were carless in the way they handled the mattress.  We believe the mattress was damaged before we even got the mattress delivered to our house. It was damaged when we recieved it, my husband did not bend the mattress incorrectly. I don't think we should have to pay additional money for something that was not our fault. I think the original mattress factory should accept the blame and either repair or replace the mattress for us.

   

  Thank you for your time,

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

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mattress from The Original Mattress Factory 1606 Washington Road Mt Lebanon PA 15228 on 5/28/22 invoice ******* *otal purchase price $1,959 Orthopedic Hybrid set. The product that was delivered to my home does not “feel” like the product displayed in the showroom. Admittedly there is a degree of subjectivity in determining how a mattress feel. However, these two mattresses are very dissimilar one was plush while still providing support the one delivered to the home is essentially a brick with some sort of padding tossed on. Feeling is somewhat subjective but if these two products truly were identical in every respect, they should at least feel similar. I would add that I went shopping with a family member who has tried both mattresses and independently came to the same conclusion, that they did not feel the same and that the one delivered was far firmer than the other. Had the showroom mattress felt like the one that was delivered I would not have even considered purchasing it. When I spoke to Chris (presumably the same Chris replying to complaints at BBB) via phone to voice my concerns, he was adamant that I would not be receiving any refund. He offered to send a service manager out to inspect the mattress to ensure it was up to specifications. If the service manager is unable to resolve the issue, I have the option of coming to a factory and watching them disassemble my mattress to demonstrate how it meets specifications the fact that the suggestion was made without any acknowledgement of the absurdity in asking a customer to take a day off of work to come watch them take apart a mattress is beyond me. Alternatively, I can exchange the product in accordance with the company’s 365 day comfort guarantee which entails giving the company that wronged me even more money while crossing my fingers that they won't do it again. This company is a nightmare to work with.

  Business response

  07/15/2022

  July 14, 2022
  
  Better Business Bureau
  Serving Western Pennsylvania
  520 E. Main Street, Suite 100
  Carnegie, PA 15106
  
  *** *****
  
  I am in receipt of your letter dated July 7th, 2022, regarding *** **** ***** *** ********** ** *********
  
  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.
  
  *** ***** asked for a full refund of the entire purchase.  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 and box springs.  This position is clearly stated on signs displayed on our sales desks, in the warranty card, on our website and on the back of the invoice the customer received at the time of purchase.
  
  In response to the customer’s complaint to the Better Business Bureau, we have thoroughly reviewed all documentation regarding our correspondences with the customer since his initial purchase on May 28, 2022.  Our records indicate the following:
  
  05/28/2022      *** *****, visited our store in Mt. Lebanon, PA and purchased a queen size set of our Orthopedic Hybrid model.  At the point of sale, Mr. John M******s, our Mt. Lebanon store manager, explained our limited warranty, no return and comfort replacement policies and provided him with materials detailing them as well.  See attachments of our Limited Warranty and language on the reverse of our invoice which *** ***** received at the point of purchase.
  
  06/18/2022      We delivered the queen size set, and *** ***** signed the invoice stating that the product was received in good condition.  See attachment of the signed invoice.
  
  06/22/2022      *** ***** posted negative reviews to Facebook, Yelp and Google.  See attachment of his reviews.
  
  06/22/2022      Mr. Christopher G****** (Vice President) called *** ***** to discuss the situation.  *** ***** feels as though his mattress does not feel the same as the floor model he tried at our Mt. Lebanon store.  *** ***** was counseled to give his body more time to adjust to the new mattress as he had only had only slept on it for four nights*  *** ***** is adamant that they are different so an appointment was made for Friday, July 1st, 2022 to do a visual inspection of the product in his home.
  
  06/29/2022      We were notified by The Better Business Bureau of a pending negative review.    
  
  06/29/2022      Christopher G****** called at 5:00 pm to discuss the pending review and discuss the situation.  A voicemail was left.
  
  06/29/2022      Christopher G****** sent a follow up email to *** ***** informing him of the telephone message and requested him to call to discuss the situation.
  
  06/30/2022      Christopher G****** called at 10:00 am and communicated directly with *** *****.  *** ***** informed Mr. G****** that the situation had not improved and the mattress in question, in his opinion, still feels different than the floor model.  Mr. G****** offered to bypass the home inspection and bring both the Mt. Lebanon floor model and the mattress *** ***** is sleeping on to the factory and conduct a complete inspection of both products.  *** ***** was invited to witness this inspection in person so that he would be able to verify the findings.  *** ***** agreed to this course of action and we are waiting to hear from him about dates that are acceptable to his schedule.  This inspection will take place all in the same day so *** ***** will not be without a mattress.
  
  07/01/2022      We were notified by the Attorney General that *** ***** had filed a consumer complaint with the Bureau of Consumer Protection.
  
  07/07/2022      We were notified by the Better Business Bureau that *** ***** had filed a formal complaint.
  
  We have a product warranty for those rare situations in which there is a defect in material or workmanship.  Please note that the Orthopedic Hybrid mattress purchased by *** ***** 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. 
  
  To ensure our compliance with this warranty, have offered to bring *** ***** mattress back to the factory, take it apart and inspect each material to ensure that there are no defects and that the materials and construction are correct.  Further, since his contention is that his mattress is different than the floor model he previously tried at our Mt. Lebanon store, we will bring that mattress in to inspect simultaneously.  We have invited *** ***** to be present for this inspection so that he too could verify that all was in order.  *** ***** agreed to this course of action on June 30th, 2022, and we are waiting for him to notify us of a date that works with his schedule.  Since he has agreed to be present for this inspection, so we will waive all transportation fees associated with this transaction.  Without question should we discover that there is a manufacturing or material defect, we will repair or replace the material at our option.  Please note that in order for product to come back into our factory it must be in sanitary condition and must undergo a sanitization treatment.  If this issue is related to comfort, *** ***** may utilize the comfort replacement policy until June 18th, 2023.  Our comfort policy states:
  
  In the unusual situation where a customer has a non-warranty issue related to personal comfort preferences, we offer a one-time 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 use 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.
  
  The Original Mattress Factory has a long standing reputation for integrity and we appreciate the opportunity to work with you to resolve the customer’s concern.  If you have any further questions or concerns, I would be happy to discuss those with you.
  
  
  Sincerely,
  
  
  
  
  
  Christopher B. G******
  Vice President
  The Original Mattress Factory
  
  Cc: David ** A******* General Counsels

*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. ↩