ComplaintsforOrtho Mattress Inc.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/25/2023, I purchased a twin club signature luxury firm mattress from Ortho mattress outlet in ******** **. with a 10 year warranty. Within 5 months I developed a slight limp that would come and go that only got worse. On 2/26/2024, I was unable to walk without a cane due to the pressure points and sagging of my club signature mattress. A family member and I switched mattresses for two weeks because I couldn't stand the aches and pains the ortho mattress was giving me and I recooperated. My aches, pains and limps went away. Then, I filed a warranty complaint with ortho mattress and they agreed to replace my mattress after I sent them pics of all the sagging of my mattress (that was under a year old with a 10 yr. warranty). I tried to get store credit and buy a mattress elsewhere since I believed the mattress make and model was defective, but ***** at ortho mattress said that I only qualified for the same mattress as a "one and only courtesy exchange" unless I spent more on another mattress or bought a cheaper mattress (-what happened to the 10 year warranty the salesperson, ***** sold me on?) On 3/16/2023 I picked up the new mattress and slept on it for 3 days (today is 3/20/2024) and I started having the same problems with walking that I had with the previous mattress because, I believe, the pressure points on the mattress are the same or very similar. I firmly believe the make and model of the mattress is defective and that ortho mattress is selling the mattress by saying it has a 10 year warranty, when they can't even stand by that warranty. I would like my money back, but am willing to get store credit. The mattress I bought and its replacement are both defective and causing me serious muskoskeletal problems, so I bought a new mattress elsewhere and it will be delivered to me on Saturday.

  Business response

  03/21/2024

  Hello ********************, 

   

  I'm sorry you're experiencing body pain. Can I ask how you know the pain is caused by our mattress? What tests were done? Do you have the mattress properly supported? I was able to pull your records and it clearly shows ***** exchanged your mattress as a courtesy even though  it was over 11 months old. Our policy states that all of our mattresses must be inspected by our third party vendor to determined if the mattress has a manufacture defect. We understand you didn't want to go through the hassle of getting your mattress inspected and that's when ***** asked you for some pictures. We have notes in your account that you just want the credit to purchase a foundation and a frame? We're very sorry, but our warranty states its an item for an item exchange. We are dying your  request for a refund and/or credit. If you think your new mattress has a warranty defect, you may contact us to up an inspection. 

   

  Thank you, 

  Christian, CSM 

  Customer response

  03/21/2024

   
  Complaint: 21461394
  
  I am rejecting this response because: Although I do appreciate that ***** tried to appease me by exchanging the mattress, which I got on 3/16/2024, the fact that the original mattress , which I received on 4/1/2023, couldn't even last one year without seriously sagging, which is why ***** and Ortho was willing to replace it, with a 10 year warranty, goes to show that it's not a good mattress and doesn't even come close to holding up to it's 10 year warranty promise.  When I bought the mattress, I felt rest assured that it was going to last me about 10 years or so...surprise! it didn't even last me 1 year! and whats more it cost me aches and pains and a lost day of work and the reason I strongly suspect that mattress I bought from you is the culprit, is because I developed aches and pains for the first time by sleeping on the mattress AND when I couldn't stand the mattresses pressure points any longer, I traded mattresses with another family member for 2 weeks and my aches and pains went away. My limp went away and when I started sleeping on the mattress from ortho that I got on 3/16/2024 (exchanged), by 3/17/2024, the aches and pains started returning as well as a slight limp with the leg I feel the most pressure on. Furthermore, the reason I wanted store credit for a new boxspring and frame is only because I was planning to purchase a new mattress because my physical health and mobility are at stake and it only comes is full and larger  and because they didnt have it in a twin, which I preferred, I needed a new frame and box spring for a full size bed. I have been forced to buy a new mattress because my sleep comfort and mobility are at stake.  There is nothing wrong with the twin box spring or frame I had on the original twin mattress. In the meantime I have no real use for the twin mattress as it is so uncomfortable and would be willing to return it to you for a refund. I never took off the plastic wrapping because I suspected it wouldn't be uncomfortable enough(and I was right) and I would have to return it. 
  
  Sincerely,
  
  ***************************

  Business response

  03/28/2024

  Dear ********************, 

   

  Ortho Mattress provides every customer with a ******* warranty on each  mattress.  That  being said, we're not promising the mattress will last you 10 years. We're very sorry your unsatisfied with the whole outcome, however, once again, we do not cover comfort. There is nothing wrong with the current mattress you have at the moment. 

   

  I am rejecting your request. 

   

  Sincerely, 

  Ortho Mattress CSM

  Customer response

  04/12/2024

   
  Complaint: 21461394
  
  I am rejecting this response because: You say there is nothing wrong with the mattress but if it sags 2 1/2 inches within a year when it has a 10 yr warranty, I say there is something seriously wrong with the make of your mattress.  When you give a mattress a 10 yr. warranty,  the average person would assume that the mattress should last more or less 10 yrs but your mattress didnt even last more tha a yr. I have had to purchase another new mattress because of your defective mattress within a yr of purchasing one from you. Im very disappointed with Ortho Mattress. You promise a 10 yr warranty that you cant even stand by. I will never purchase another mattress from Ortho.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 24, 2023, I purchased a mattress from Ortho Mattress at ******************* for $1851.66 with a 10-year warranty. After I finished signing the paperwork and got the receipt, I asked about their return policy and was told I could not return it. At that point, I had to accept the purchase. The mattress was delivered the next day. That evening I could not sleep because the mattress made a lot of noise, it even sounded as though something was moving within the mattress.I called customer service on November 26 and talked to ***********************. I told her what happened, and she said she would send an inspector to check the mattress. The inspector came and just did some measurements of the mattress. The next day ***** contacted me, she said nothing was wrong with the mattress, but that I needed to replace the box springs. I told her I never had problems with box springs.That day *********************** from customer service called and told me I had 2 options. They can replace the mattress, but I had to replace my box springs or they replace the mattress but if I dont get new box springs I will not get a warranty. I asked if I could buy the box springs somewhere else, she said if I did they would charge me a $100 fee, but if I bought the box springs from them, it would be waived. On December 4th, I called the store and talked to *****, she said that she was only going to waive the $100 fee if I spent $1700.00 on an adjustable bed. I told her the defective mattress was not my fault, I shouldnt have to spend more money to correct the issue. They should honor their free trial, and 10-year warranty. They refused to replace my mattress without charging me and requiring me to purchase new box springs or adjustable bed frame. I am requesting that they honor their free trial, and their 10-year warranty, by replacing the defective mattress and not charging me the $100 fee as it is not my fault. I should also get the 10-year warranty that is supposed to be included.

  Business response

  12/11/2023

  Hi ****, 

   

  We're sorry to hear you're unhappy with the outcome of your inspection. After reviewing your report, there's nothing wrong with the mattress. However, the reason why you hear "animals" in your bed is due to the stack of old CD's/books in the middle of your bed. One other thing is that your box spring is older and it's not providing the correct support for the mattress. At this time, your options are to utilize our 100 ********* comfort exchange which is done at the store OR we can replace your mattress as a one-time courtesy through the warranty department, however your new mattress will not have warranty.  

   

  Any questions, you may contact me directly at **********************. 

   

  - CSM, Christian

  Customer response

  12/11/2023

  The Ortho Mattress Inc. is lying again about cd and books in the middle of the bed. It was a couple of posters and old magazines that put under the bed to flatten. And there where in the right side of the bed. I felt the noise in left side of the bed. And I am still hearing the noise with nothing under the mattress.Also, the 100-day guarantee is a false advertisement because if you are not happy,they do not guaranty your money back.

  I will buy new box springs. I also want mattress exchange for new one and delivered for free with warranty included. If you disagree then I want a full refund because the 100-day trail comfort exchange has not pass and I am not happy.
  Also, the complaint I made about regional manager ***** when I called the Whittier store and ask to speak with manager.  ***** answer the phone and denied being a manager and refused to give me managers name and number. I have not heard back from customer service about my complaint.  This is how much Ortho mattress cares about their customers. Once they sell you the mattress, they don't want to deal with you anymore. And that's the way I feel now. 
  My experience with Ortho Mattress has been terrible.
  

   

  Complaint: 20975270
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Business response

  12/12/2023

  ****, 

   

  We have nothing to lie about. We have pictures from the inspector. 

   

  The 100 day trial is a comfort exchange, not a refund. If you wish to utilize the comfort trial, it's $99.99 delivery fee. That's stated in our Policy Card you received upon your purchase. 

   

  If you wish to discuss this manner, you may reach me at **********************.

   

  Christian 

• Initial Complaint

  10/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Subject: Urgent Resolution Needed for Ortho Mattress Order #******* Dear Ortho Mattress Team,I trust this message finds you in good health. I am writing to express my significant concerns and dissatisfaction regarding my recent purchase of a Falcon Adjustable Base and an Aireloom **** King size mattress under Order #*******. This purchase was made in July with a scheduled delivery in August.First and foremost, during my visit to the store, I was led to believe that the Falcon Adjustable Base I purchased would include adjustable legs. However, upon the base's delivery, I was surprised to find that it did not come with these adjustable legs. This inconsistency between what was promised in-store and what was actually delivered is deeply troubling. The adjustable base I received is noticeably lower in height compared to the display model in the store. To address this issue, I am respectfully requesting an in-person inspection to verify this discrepancy and take the necessary corrective actions.In addition, I believe that an adjustable base should include the necessary legs for customization, a fact that was not adequately communicated during my initial interaction. It is of utmost importance that this matter is promptly clarified with the store representative to ensure accurate information is provided to all customers.Furthermore, I was never informed that the mattress I tested in the store came with an additional topper. I assumed that the mattress was complete as presented to me and was given a total price that included all the items I observed in the store, including the adjustable base. The difference between the mattress I experienced in the store and the one I have at home has left me feeling misled. Transparency in business transactions is a fundamental principle for me, and, as a result, I feel compelled to file a complaint with the Better Business Bureau (BBB) to address this issue.

  Business response

  10/18/2023

  Hello, 

   

  ************** and Ortho Mattress has came to an agreement. 

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Club Signature IV Mattress from Ortho Mattress on ****-************************************************************************************************** on 12/7/22. It was delivered on 12/8/22. Within a few weeks, the mattress sunk more than 1". I called and emailed customer service and sent them pictures. They replaced the mattress with the same model and the second Club Signature IV Mattress sunk more than 1". I let them know and they referred me to the salesman in the store. I asked for my money back but was told that they would not give me my money back. I do not trust Ortho Mattresses products any more and do not want another one. They will only do an exchange for a mattress of the same price or more and I would have to pay the difference if selecting a mattress that is more than the price I paid for the Club Sig. IV. $779.00 + taxes and fees for a total of $875.09 They claim that a "comfort exchange" was issued, but it is not a comfort exchange- their product is defective. The same thing happened two times with this model. The original mattress and the replacement.I need to purchase a new mattress and do not want to buy one from Ortho Mattress as I do not trust their products.Thank you.

  Business response

  08/08/2023

  Hello *********************, 

   

  I am sorry to hear you're unsatisfied with our product. Looking over your paperwork, Ortho honored a one-time courtesy exchange without having it inspected to keep you happy.

  In order to verify your mattress is actually sinking more than 1 inch, we will have to get it inspected. Normally inspection cost $60.00, however, I am happy to offer you a final courtesy.

  In order to move forward, please contact me directly at **********************. 

   

  Thank you, 

  *****************************, CSM 

  Customer response

  08/08/2023

   
  Complaint: 20436570
  
  I am rejecting this response because: I do not want another Ortho Mattress. The business responded that there was a one-time courtesy exchange. But, I don't think that is a courtesy, that is how a business should deal with a defective mattress, the mattress sunk/developed an indent defect in under 30 days. Furthermore, the mattress was exchanged with an identical mattress that had the same defect. It sank/dipped in the middle in under 30 days. 

  This is not a matter of comfort. It is a matter of the quality of the product.

  At this point, I do not want to exchange this with another Ortho Mattress because I do not trust the product. I am also not in a position to pay any more money and do not want to invest in another Ortho Mattress product. 
  
  I would like to take the money that I spent on the mattress and buy a mattress with another Company that is more reliable and reputable and will stand behind their products with a refund if something like this happens. 
  
  I also spent more than enough money for a good quality mattress that I can find at another business for a fraction of the cost.
  
  Sincerely,
  
  *********************

  Business response

  08/08/2023

  Hello -

  I am so sorry! However, there's no refunds after delivery. 

  Once again, I am more than happy to offer you a one time courtesy inspection. 

• Initial Complaint

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a full bed mattress but the width doesnt fit it does not measure to the standards of a full bed instead of 54 inches wide.. I went back to the store and they are refusing to give me an exchange with the right size or refund. Mattress is unused.

  Business response

  08/02/2023

  Hi ******, 

  We're sorry to hear the mattress is not fitting your frame. Our mattresses are man made products and can be up to a 1 inch variant.  Frames are occasionally bigger than mattresses and that's what causes the mattress to look small. 

  I am happy to offer you a one-time courtesy inspection to have your mattress measured  by a professional. If the outcome comes measured small, we will replace it. However, if it's between the variant, we won't be able to replace it. 

  To move forward, please call me at *********************. 

   

  Thank you, 

  *****************************, CSM 

• Initial Complaint

  06/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Today, is 6-21-2023. I bought a bunkie board from Ortho Mattress 6-11-2023 with order number #**** at: ********************************************************************************* It had a grand total cost of: $279.04 consisting of: original price of $154.99, plus a $10.50 charge, shipping *****, and tax $13.56. The information on their website said that the board was 2 inches thick. It was not 2 inches thick. It only had a 3 inch boarder that was 2 inches thick. It had a small thin 3 inch by one half inch thick support board going across the middle of it. The entire bunkie board was covered by a thin cloth material that covered up this poor quality design and poor quality materials. The board is not what their website shows, and it is not what I expected it to be, so I am not happy with this purchase. The board is still in the original packaging, and it has not been used. I called Ortho Mattress yesterday, and they had a representative from their ******* ********** store call me back today 6-21-2023. I explained that I needed a refund, and they did not hesitate to hang up on me abruptly. I want a refund for this poor quality product, and I am not happy with the way that I was treated by their representative over the phone today 6-21-2023. Any help will be appreciated, and I would like to have the Better Business Bureau let other people know about their poor quality material and poor business practices.Thank you.

  Business response

  06/26/2023

  Hello ******************, 

   

  We're sorry to hear about your experience over the phone. Ortho Mattress has a NO REFUND policy after delivery. You purchased a Full XL ************ and that's what we delivered. Upon delivery, you signed stating the product you received was what you ordered. 

   

  At this time, we cannot honor any refunds. However, keep in mind, your bunkie board does come with a 10-year warranty. 

• Initial Complaint

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a super luxury mattress from Ortho about 2.5 years ago with a warranty duration of a minimum of ten years. We noticed lumps and deformation two years into this warranty period and contacted Ortho customer service. First, let me tell you about our experience with Ortho customer service in one word, it was "horrible". She was rude, unsupportive, and irresponsible on the phone. After hearing about the condition of the mattress, they told us that we need to pay and schedule an inspection visit. We paid for the inspection and the inspector came. After examining all components including supporting frames and box springs the inspector told us that the mattress is defective but we need to wait for the report and Ortho customer service will contact us. The Ortho Customer Service denied the warranty and claimed that the foundation beneath the box springs caused lumps and deformations at the pressure spots on top of the mattress. There is no mention of any issues with either the bed frame or box springs in the inspector report. Needless to say that the bed frame has been supporting mattresses for more than twenty years and we never had any problems with the bed frame in the past as Ortho is claiming as the basis for warranty denial. At the same time box springs are in perfect condition and there is no sign of drag or sagging on them. After several unproductive phone calls and email communications with their showroom and customer service person, we decided to let everyone know about this experience and the quality of Ortho products and their services. It seems like Ortho Mattress company is reluctant to adhere to the terms of their warranty and makes any type of unheard claims and reasons including the act of god to void product warranties.

  Business response

  12/23/2022

  Business Response /* (1000, 5, 2022/12/14) */ Hi ***, I do apologize, but we have no files under your name. In order to better assist you, I will need more information. Do you have an invoice number? Consumer Response /* (3000, 7, 2022/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The invoice is issued to ********** and the number is ********, phone number ************ Consumer Response /* (-5, 8, 2022/12/18) */ ***Document Attached*** The explanation and reasons for voide warranty doesnot apply sinse the mattress is supported by box springs. Consumer Response /* (-5, 9, 2022/12/18) */ ***Document Attached*** The explanation and reasons for voide warranty doesnot apply sinse the mattress is supported by box springs. Business Response /* (4000, 11, 2022/12/19) */ ***, I will need **** to personally get in contact with me to try and resolve this issue. The mattress got denied for a warranty exchange for two things. It doesn't meet the warranty guidelines for measurements and also having insufficient frame support. Best, *************** Consumer Response /* (4200, 13, 2022/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) **** is my wife and she can contact you , but I am not sure how it make a difference if you answer to me or my wife. As mentioned before the mattress is supported by the box springs and inspector did not recorded any issues with the slates that are holding the box springs or the box springs itself. You are just playing a game to avoide manufacturers responsibility. I need your assistance to resolve this situation in a timely manner. Business Response /* (4000, 15, 2022/12/22) */ I am not playing any games. I am simply asking you to please have your wife give us a call. I would love to see if there's anything I can do to resolve this issue. Thank you

• Initial Complaint

  11/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mattress at Ortho Mattress Inc******** ************************ in January 2020. ******************************************** decided to purchase a firm mattress recommended by seller. We also purchased a cover. Total was $1560.98 According to Ortho mattress this mattress has a 10 year warranty. After a year, we started noticing sagging and uneven sides which makes our backs hurt and roll to edge of mattress. We have always kept the mattress covered since purchased and have been rotating it as recommended. ******* called company and complained. We had to pay $60 for inspector to come and check mattress. I dont really understand why we had to pay this amount. Inspector came and inspected mattress. We received a letter of denial due to stained mattress and body impression must 3/4". We paid $1400 plus and cannot believe mattress no longer provides a restful night and giving us stiffness and back pain every night and early morning. I am asking for a replacement or refund. I am sending you the invoice and letter of denial. Thank you

  Business response

  12/23/2022

  Business Response /* (1000, 5, 2022/11/25) */ Martin, I am so sorry to hear about this issue. I was able to locate your paperwork using your name. The reason why your mattress got denied for a warranty exchange is because your mattress is stained. Per Ortho Mattress warranty, if mattress is found to be in an unsanitary condition, abused, or damaged through accident or neglect the warranty is therefore voided. If you have any questions, please feel free to give me a call. Consumer Response /* (3000, 7, 2022/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I dont accept Ortho Mattress response. According to them, the warranty is voided if mattress is stained? I purchased the mattress cover from them and used it from day one. I dont understand what does the faint yellow stain have to do with the comfort and quality promises in warranty? The mattress was $1400. This mattress does not serve its purpose so are they gonna resell it? Don't understand and it does not make sense. Business Response /* (4000, 9, 2022/12/12) */ ******, If you purchase a mattress protector, you need to file a warranty through the protector company. Please give us a call to guide you and provide you the number.

• Initial Complaint

  11/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Regarding invoice number: 70-06376 Our complaint is a broken promise by your store manager. On October 15, 2022, we purchased a new mattress and box spring from the Ortho Mattress store in *********, located at *************************************** of the 78 off ramp. The mattress was a $4,524.99 Aireloom Aviara extra firm Mattress. We also purchased a new Night Stars Box spring for $385 because we were told that the Ortho warranty required a new box spring with the new mattress. When first walked into the store, we told ******, the store manager, who was also our salesman, that we were just browsing and would make our purchase when the Thanksgiving sales were on. ****** told us that he (as store manager) would give us a $500 discount (approx 10%) off the retail price of the mattress (no need to wait for thanksgiving sale). We were concerned that the extra firm, might be too firm. We laid on both the Aireloom extra firm and the Aireloom Delux comfort mattresses (both same price: $4,524.99). ****** told us that if not satisfied with the ** firm, we could exchange for the softer Aireloom within 100 days. The only condition he said, was that we would have to pay a $99 exchange fee, but no additional delivery or other fees. I asked him if the $500 discount price would apply to both mattresses if we decided to exchange. He said yes! But then, when we decided to exchange a few weeks later, he said he could not give us the $500 discount toward the softer Aireloom mattress, as he had promised, because of "corporate policy". We were shocked at such a blatant bait and switch con. Now ****** is holding our exchange hostage for an additional $500 beyond what we agreed to pay. Our hope is that someone at Corporate Ortho Mattress will make this right so we can have a good night sleep and avoid going to small claims court.

  Business response

  11/08/2022

  Hello ******,
  
  I do apologize, however it looks like someone already assisted you. May I know what's the reason for the complaint?

  Customer response

  11/10/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Our complaint was made with the BBB before ORTHO called to offer to exchange the mattress as had been promised by the store manager. So I don't understand why ORTHO responded with: **** I know what's the reason for the complaint?" Did they not read the complaint posted with the BBB?
  Anyway, the issue is resolved to our satisfaction.
  The exchange we wanted has been made at the price we had agreed upon. Thank you BBB!
  
  See Attachment/File: Ortho BBB complaint.docx

• Initial Complaint

  10/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  on September 9, 2022, *********************************************************************** a new mattress. We stopped in at the OrthoMattress store *****************************************. The salesman and Manager, *****, showed us several mattresses that matched my preference for firmness and and height. After I had tested a few that seemed right, I mentioned that I was a stomach sleeper. ***** said in that case, I have a model that is good for stomach sleepers up front and it is 50% off. He never mentioned the term FLOOR Model. I tested it and said it was good, but i thought we needed to consider other vendors. While I was looking at other items in the store, my sister went ahead and made the purchase of that mattress as a surprise for me. AT NO POINT WERE EITHER OF US TOLD THAT WHAT I TESTED WAS what he was selling us---- A FLOOR MODEL, not a brand new one from the warehouse at 50% off sale. The fact that both of us were wearing masks************************ and we are just coming off COVID lockdown ************* should have made him think before he withheld such vital piece of information, Until I had problems with the mattress and tried unsuccessfully to get Ortho to honor their warranty, I had never heard of buying FLOOR Models in mattresses. When the mattress was delivered, I signed for for the delivery. I had no reason to think I wasn't getting a brand new mattress with all the warranty that had been described verbally during the shopping on September 9, 2022. I have now learned more than I want to know about FLOOR models, including that people do buy them, that when they do they are informed and they inspect them carefully before buying. Until l learned that term, I would have thought they were USED mattresses and not allowed. *************** have spoken to ***** the Manager at OrthoMattress and to a ***** at Customer Service. Both refuse to do anything about what was obviously Gross withholding of information about the mattress.

  Business response

  11/04/2022

  Business Response /* (1000, 5, 2022/10/19) */ Hello Ms. *****, I am sorry to hear about this issue. However, looking over on the invoice, the very first line states that is a floor model. Therefore, you were aware it was a FLOOR MODEL sale. Ortho Mattress policy card states that all Floor Models are final sale. I have your paperwork that you signed and were aware of exactly what you were purchasing. If you wish to talk on the phone and discuss this, please give me a call.

*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. ↩