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A BBB Accredited Business since
BBB has determined that The Original Mattress Factory, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for The Original Mattress Factory, Inc. include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 4 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3|
|Total Closed Complaints||4|
Additional Complaint Information
This firm has over 100 store and factory locations in Ohio, Minnesota, Kentucky, Pennsylvania, Virginia, Florida, Georgia, South Carolina, and North Carolina.
The following report is not cumulative and reflects complaints processed by the Cleveland BBB concerning the locations in our service area.
For a report on another regional location, you may wish to visit the National BBB website at www.bbb.org.
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Ohio Department of Commerce / Division of Industrial Compliance
6606 Tussing Road, P.O. Box 4009, Reynoldsburg OH 43068-9009
Phone Number: (614) 644-2223
Fax Number: 614-644-2618
Type of Entity
Business ManagementMr. Ronald E. Trzcinski, President Mr. Doug Stroup, Vice President Mr. Tom Vallo, Customer Service Manager
249-B Midway Blvd.
Elyria, OH 44035 (440) 324-4777 Directions
25963 Lorain Rd.
North Olmsted, OH 44070 (440) 734-0099 Directions
4930 State Rd.
Cleveland, OH 44134 (216) 661-8388 Directions
5760 Mayfield Rd.
Mayfield Heights, OH 44124 (440) 449-9488 Directions
8269 E. Washington St.
Chagrin Falls, OH 44023 (440) 543-5392 Directions
9360 Mentor Ave.
Mentor, OH 44060 (440) 974-0064 Directions
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Additional Phone Numbers
- (216) 661-8388(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
|5/20/2013||Problems with Product/Service | Complaint Details Unavailable|
Read Complaint Details
Complaint: we were never told about thee return policy.when we recieved are mattress and it was like a rock we called up to the store.customer service stinks.then then told us there is a no return policy.and we could exchange for a 25% loss of our original mattress plus pay the cost of the upgrade. we were never told about this olicy and the owner/worker told me it is hanging in the store and i should of read it..it seems there afraid to tell people about there policy.
Desired Settlement: 600.00 refund.. they still make there money just i lose out.
Dear ******* ******:
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.
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 and on the back of the invoice the customer received at the time of purchase. A copy of our warranty card is enclosed for your reference.
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 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 Mr. ******’s BBB complaint, the following is a time line of what has transpired to date:
1. On Tuesday, March 19, 2013, the original purchaser Mr. **** ****** visited our Bainbridge store to purchase a mattress only. Mr. ****** met with our store manager E***** ***. Mr. ****** was looking to purchase a California king size mattress. Mr. ****** informed E***** that they were purchasing a platform bed for the mattress and did not need box springs. E***** worked with Mr. ****** to help him select a mattress. He decided to purchase a California king size mattress of Orthopedic Ultra Plush, on invoice ***** to be picked up on Friday, March 22, 2013. Mr. ****** alleges that he did not receive notice of the comfort return policy at the time of purchase. All salespeople are trained to discuss the comfort return policy with the customer and to provide a copy of the warranty card, which includes the comfort policy, at the time of sale. Although it is possible that E***** failed to cover the policy, however our comfort policy is prominently displayed on the sales desk and is included on the back of the invoice that was presented to Mr. ******.
2. On Tuesday, March 26, 2013, Mrs. ****** ****** called our Bainbridge store and spoke to E***** complaining about the mattress. Her complaint was that the mattress was too hard and did not feel like the one in the store. E***** discussed our comfort exchange policy with her and that she has up to one year to exercise that option. Mrs. ****** then informed E***** that the mattress was raised in the center and that her husband could feel the springs in the center of the mattress. Mrs. ****** stated that they could not wait for this to be resolved and something had to be done as soon as possible as they were not sleeping. E***** put in a service request to have our customer service manager contact them about their issues.
3. On Wednesday, March 27, 2013, T** ***** our customer service manager contacted Mrs. ****** about her service request. During this call, Mrs. ****** stated that the mattress did not feel like the mattress they tried in the store and that we gave them the wrong mattress. T** explained to Mrs. ****** that if we gave them the incorrect mattress that we would take care of it. T** offered to come out to their home to inspect the mattress. Mrs. ****** did not want T** to come out to inspect. T** tried to explain the difference between ad warranty issue and a comfort issue. Mrs. ****** stated it was not fair for them to spend over $800 for a mattress that they could not sleep on. T** offered a foam topper at no charge ($50 retail value) that they could put on top of the mattress to see if that would help. T** recommended that they try the topper and give at least 30 days to adjust to the mattress. T** had the foam topper sent to the Bainbridge store for Mr. ****** to pick up on Thursday, March 28, 2013 (invoice *****). Please note that Mr. ****** purchased a mattress only and that the box springs are a key component to the comfort, durability and support of a mattress. The box springs can impact the feel of the mattress, which may explain the feel difference versus the showroom model.
Our company philosophy guides us to try to be more than fair in dealing with our customers in the unlikely event of a problem and to try to create win-win situations whenever possible. When we are at fault, we take responsibility for our actions and take the appropriate measures to correct the problem. In conclusion if Mr. & Mrs. ****** feel that there is defect in the mattress, we want to inspect it and address their concerns. However, they must allow us to do so. If the issue is all comfort there is an option available for Mr. & Mrs. ****** to exercise.
***** ** ********
The Original Mattress Factory, Inc.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
Problems with Product/Service
Read Complaint Details
Complaint: On about the 31st of May, 2012 I purchased two twin mattresses from the Original Mattress Factory North Olmsted store. I paid approximately $1200.00 for the mattress that was sold to me by *** as 100% NATURAL LATEX. My husband and I both were there and that is how she represented the mattress. When the mattress was delivered it was left in original packaging until I could set up beds. Two weeks later when unwrapped the tag on the mattress said "40% NATURAL LATEX and 60% MAN MADE LATEX. I called and complained because it was so soft I could not use it. The only warranty they have is for you to repurchase another one for 25% of cost (which I believe is their cost of making the mattress). This is not acceptable because the mattress was new and misrepresented to us at point of purchase and they do NOT by their own admission sell any 100% NATURAL LATEX MATTRESS. The second mattress was defective and when I went back to the store in June to complain the man said they could exchange it. When he started to write it up he then, and that was the first time I knew this, stated that of the $500.00 purchase price I would have to buy the second for over $150.00. I was upset and told him to cancel and do not put anything else on my charge. They sent out a rude man to check them out. All he did was argue that the latex mattress ticket with contents said "40%/60% LATEX" on it and that "no one even sold 100% NATURAL LATEX" mattresses. That is not true and the only reason I purchased a mattress for $1200. is because *** said it was "100% NATURAL LATEX". They argued that I could not "prove" what *** said. Of course I did not have a tape recorder with me because I did think they were a reputable company and there were two of us there when she described it. I have spinal problems and explained to them for 50 years I have used only natural latex.Second mattress: What kind of company would have you REPURCHASE a new defective mattress.These terms should be explained BEFORE a purchase is made. Than
Desired Settlement: Since the Original Mattress Factory does NOT sell 100% NATURAL LATEX mattresses as they claimed I think they should refund the $1200.00 for the mattress. The second mattress should be replaced free of charge since it was brand new and is defective. The rep that came out said he was the highest person I could talk to and they have indeed made it impossible for me to speak with anyone else. My husband and I had clearances by FBI for our jobs and do not lie. The saleswoman wanted to make a sale
Pm in receipt of your letter dated 10/8/12 regarding the experience that one of our customers
had with our North Olmsted Store. First, please know that the Original Mattress Factory prides
itself on straightforward and honest dealing with our customers. We maintain an A+ rating
with the Better Business Bureau. As such we take the concerns raised in your letter very
seriously and want to ensure that you have accurate information about our company’s products
All of the Original Mattress Factory stores have a comprehensive warranty and comfort
adjustment policy to ensure customer satisfaction with our products. Our sales staff are trained
to explain the warranty and comfort adjustment policy to customers at the time of sale and if
becomes necessary, a?er the sale. The warranty covers defects in materials and workmanship
for up to 12 years, depending upon the style of the mattress purchased. To initiate the warranty
process, in normal instances, we inspect the mattress at no charge with the customer at the
customer’s home. If necessary, an in-factory inspection may be arranged.
If the concern is comfort. rather then a problem with the materials or workmanship. we offer an
exchange of the product for a whole year a?er receipt of the product. Because we do not re-sell
previously used bedding products there is a replacement fee of25% of the original purchase
price. (The full details are outlined in the enclosed warranty card, which is presented to the
customers at the time of sale).
In Ms. ********’s situation We believe we have fully complied with the warranty and policies
outlined above. Furthermore, Ms. ******** attempted to deliver a letter direct to Ron
Trzcinski’s home. I replied with the attached letter and at this time I’m waiting for her reply.
The Original Mattress Factory has a long standing reputation for integrity and fair dealing and
we appreciate the opportunity to work with you to resolve this customers concern. If you have
any further questions or concerns, I would be happy to discuss those with you.
Letter to consumer p.1
****** ************** ******* *** ****
***** ***** **** **
******** ***** ** *****
Dear Ms. O’Malley-Terry;
Your letter was forwarded to me and I felt I should respond;
In your letter dated September 26, 2012, you concluded by asking “will you do the right thing ....” which
you interpret as allowing a chargeback on your Master Card or in essence a full re?md to you. You
support your position by saying you have spent considerable time trying to resolve this and you seriously
feel you were defrauded. You add that you can not believe a company this large would not stand behind
First let me respond to your support for the defrauded claim. You stated that we represented a mattress as
100% NATURAL latex, and that the sales clerk did not tell you the truth. The latex product we sell is
100% latex comprised of 60% synthetic latex and 40 % natural latex. The product you ordered and
received is the same as the one in the store that you tested and was presented by the sales person that same
way. The sales lady at the North Olmsted store has been with us for over 20 years and has an impeccable
record. She does not deserve to be called a liar.
In regards to you spending a considerable amount of time because:
- You contacted the store but did not receive any satisfaction.
- You contacted the regional of?ce but the man that answered the phone would not let you speak to
anyone in authority.
- The person you talked to also said if you mentioned his name in any suit he would sue you. This
made you suspicious that there had been other problems.
- Our service representative went to your home but he too was unable to resolve the situation to your
satisfaction. You also tried to get him to let you speak to me or someone in authority. Upon arrival
you found him to be rude. argumentative and condescending.
So in each case, according to you, you found everyone you had contact with unsatisfactory.
- The sales clerk on your initial visit to purchase the mattress.
- The second visit to the store to resolve the problem
- The call to the regional office
- The visit from our service representative.
These are all fine people, all of whom has been with our company for over IO years. They have the
authority to do the jobs in which you have dealt with them and yet you always wanted to speak to
someone with authority. I wonder if you treated them with the respect they offered you. I wonder because
Letter to consumer p.2
while you ask us to do the right thing you spend the preceding paragraph threatening all types of action
against our company.
So in summary we did not defraud or lie to you. We spent a great deal of time on this issue as well. So
returning to your original solution of allowing a total chargeback so that you have all your money back
and we have all the loss. Not my idea of the right thing. Because we stand behind our product and would
like to resolve this I will reiterate the offer we made to you. We have a comfort policy that would allow
you to exchange your mattress for another one in our showroom. You would pay 25% of the price of the
lower priced mattress and we would absorb 75% of the price. I also would be willing to try a different
approach in your case because you are so unhappy with dealing with our company. I would allow you to
donate the beds to a non-pro?t charity, give us proof of that donation and we will refund 60% of the total
purchase price. This will cost both of us but hopefully make some third party happy. You can get the
charitable contribution if one exists and you would be able to purchase from someone else who you
believe would serve you better.
Cc: Ron Trzcinski
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ******, and find that this resolution is satisfactory to me.
Let me respond to Mr. ******* note. Because Mr. ******* or no one else at OMF, of authority, would speak to me they do not know the facts. Once again the $1200 mattress was sold as "100% NATURAL latex. When it arrived and I found it to be only 40% NATURAL latex it was not what it was sold as. I know about natural latex because all my life in my parents home and in my home we used U.S. Koylon Foam Mattresses by U.S. Rubber. They were indeed 100% Natural Latex. I could not buy a 100% Natural Latex from OMF because by their own admission at this time they do not make one.
I always bought my mattresses for the spare rooms and my children's homes at Levin Furniture Co. because the stand behind all their products. I ended up at OMF because Levin's did not sell 100% Natural Latex Mattresses and when I called OMF they said they did.
I will agree to donate the mattresses and send the receipt to the BBB which they can forward to the OMF so their is no question as to my actions.
For the record I do NOT agree with the facts in Mr. *******'s rebuttal but will not waste any more of your time disputing his inaccuracies. If they has spent half this much effort and spoke to me this could have all been avoided.
I would like to thank the Better Business Bureau for their professionalism and the excellent service they provide. Your time and attention to this matter are certainly very much appreciated. In all phone conversations your employees were very polite and helpful. It is satisfying to know that someone will mediate these type of problems.
BBB's Final Determination: Consumer accepted resolution offered by the business.
|11/22/2011||Problems with Product/Service | Complaint Details Unavailable|