Business ProfileforThe Original Mattress Factory

This is a Bad Mattress when install within 7 hours of putting this bed together it was coming off the bed platform and mattress coming over the bracket. And company will not take this bed back or give you your money back. When there is a factory /defected workmanship. All I want is my money back and pick-up the bed. Bad, Bad Business.. Don't Buy Nothing from Them !!!!!!! Purchased at the store in Raleigh, NC

March 5, 2022
I am in receipt of your email dated February 24, 2022 regarding Ms. ***** ******.
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.

Ms. ****** purchased a mattress and adjustable base for ***** ******* and family on February 3, 2022. The product selection was made by Mr. ******* for another family member. Delivery was scheduled for February 12, 2022. When we arrived with the product, Mr. ******* refused delivery, believing the mattress we brought was different than the model selected.

The following day, February 13, 2022, Mr. ******* came to the store to compare the mattress we attempted to deliver, to our floor model. It was determined the mattresses were identical. During this visit we discussed adding edge supports to the mattress to firm up the sides. We believed this would assist the user in getting in and out of the mattress.

At that time we clearly explained to Mr. ******* that we do not accept returns on any mattress. We explained that although the mattress will be firmer on the edge, we weren't positive this would meet all of their needs. We suggested allowing us to cancel the order and refund them their money or select a different model. After speaking with Ms. ******, Mr. ******* elected to move forward with the purchase.

Mr. ******* called February 17, 2022 with concerns. We inspected the product in his home the same day. The mattresses was pushed down over the foot retainer bar extending about 4" past the end of the adjustable base. The mattress was placed back on the adjustable base and suggestions were made on how to prevent the mattress from migrating down.

Mr. ******* called February 19, 2022 with the same issue. I inspected the product in his home the same day adding a piece of foam between the mattress and adjustable base to add some abrasion to prevent the mattress from migrating down. The foot retainer bar is intended to keep the mattress in place but is popping out of position by the mattress being pushed towards the end of the base.

We have never experienced this issue and believe the customer is pushing the mattress down towards the foot to get leverage in order to sit up. We have designed a modification to the foot bar to keep it in place, but Mr. ******* refers us to Ms. ****** at this point.

Since delivery February 15th we have been to the home two times and offered several solutions to the problem. The product is being used for something in which it is not intended. We have tried to come up with solutions and have another option we believe will work.

Prior to delivery we suggested a refund or selecting a different model and explained a refund would not be an option once delivered. Since delivery we have attempted different solutions to help resolve issues, but this is not a warranty issue.

If you need any further information please do not hesitate to contact me.

Sincerely,


******** ****
The Original Mattress Factory

The Comment from the Business is not True When stated the Refund or Return was every told to me before the 1st Deposit was given ON 2/3/22 or the 2nd and final payment ON 2/9/22. No attempt by owner **** to resolve this problem when he stated in the family present there is a defect. Why not own up to this Defective Workmanship. BAD COMPANY TO WORK WITH. "BUYER BEWARE" !!