Business ProfileforThe Original Mattress Factory

We purchased a king-orthopedic EuroTop set after testing the store's display model in ********, ** on Aug 14, 2021. The mattress we received on Aug 28 was of lower quality than the display model in the store. We are extremely disappointed with the quality and performance of the mattress and box spring set. We allowed several days of use before contacting the store to convey our dissatisfaction with the mattress set. On Oct 7 the store sent a service technician to evaluate the mattress. The technician performed a visual review of the mattress and inspected the box spring-to-frame fit, and checked mattress level. The technician did not test the mattress with equipment verifying such parameters as spring compression, bed deflection and foam compression, or mattress perimeter stiffness or rigidity. The technician's review provided us with no discernable performance evaluation or satisfaction. We requested to be contacted by the company management to discuss our dissatisfaction with the mattress set, the technician assured us we would be contacted. As of Oct 26 we have not been contacted.

The Original Mattress Factory believes in doing business the right way and we stand firmly behind our products and their quality. On those few occasions when a situation does arise, we do our best to resolve any issues and strive for the win-win solution. These efforts have allowed us to maintain our A+ rating with the BBB.In response to your initial concern about the feel of the mattress, we sent a customer service representative to your home to do an inspection of the mattress to verify that you received the correct products. The inspection confirmed that you received the correct products and that there were no obvious defects. At your request, our management team did reach out to you shortly after the inspection and left a message.Since you were not satisfied with the findings of the on-site inspection, we would be willing to bring the mattress back to the factory and take it apart to inspect every layer of padding to ensure that there are no defects and that the materials and construction are correct. We would like to invite you to be present for this inspection so that you too can verify that all is in order or point out any concerns from your perspective. Without question should we discover that there is a manufacturing or material defect, we will repair or replace the material.Please understand that we follow strict guidelines in the manufacturing of our products and all of our showroom models are taken directly from our inventory. Each product follows specific build specifications and construction methods. The product you purchased has been part of our core product line since **** and has a very strong performance record. If the floor models were not representative of the products we sold and delivered, it stands to reason we would have a lot of unhappy customers. This is not the case.If this is a situation in which a selection mistake was made and there is an issue with the comfort of the product, we have an option for you to replace the mattress under our comfort policy which extends for a full year from when you received the mattress. You also have a 12 year non-prorated warranty.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 you or any other customer as you infer in your post.Please contact ***** at the ********** Factory ************* to discuss your options further.