ComplaintsforOrtho Mattress Inc.

• Initial Complaint

  10/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, on December 6, 2021 my husband & I purchased a king size mattress @ $800 which was delivered to my home December 29th. After several days we started noticing sink holes throughout the mattress. I called the store & I was told their inspector will come to my home to make a report of his findings. When the inspector arrived he immediately agreed with us of the obvious visible defects on the mattress. After the report had been submitted I later received a call that I could exchange the mattress for the same exact kind or in order to select a different brand we'd have to pick one that cost $500. more. So again after what we thought as to of made a wise decision we chose a different brand mattress that was $2000. We were then told "this is it ! No exchange nor refund". Several days after the second mattress was delivered i was in misbelief to notice again an obvious oblong sink hole on the right side. I called the store, they sent someone out to check, in which he said "it's not that bad". After the report I was called & told it's not even an inch droop & there's nothing more they could do. My husband & I are in our mid 70's and @ average weight. My husband says he feels like he's sleeping in a nest. We are both so very disappointed. Does a stores "No Refund" Stand Regardless of any defects ?? This definitely can't be right. We would personally return their defect mattress for a full REFUND. Your urgent assistance will greatly be appreciated in this matter. Thank you.

  Business response

  11/16/2022

  Business Response /* (1000, 5, 2022/10/13) */ Hello *************, On December 6, 2021 you had a warranty exchange, not a new purchase. Your original purchase date was back on July 10, 2020. The mattress you currently have at home is a S&F Cassat Firm TT. That mattress got inspected as a courtesy back on 02/18/22. The report came back and the mattress is not defective. However, the box springs you have under your mattress are uneven and aren't an Ortho product. Therefore we cannot do anything in regards to that issue. Regarding the mattress, per our conversation over the phone back on 09/22/22, I offered you another courtesy inspection. You did not want it, started using profanity and hung up on me. Every time we been able to talk, you change your stories. Consumer Response /* (3000, 7, 2022/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do Not accept the response given by Ortho Mattress because it consisted of very false accusations and untrue facts with their mattress report !! First of all I am extremely beside myself with shock! Ortho mattress claims that I did not want their courtesy inspection, that I started using profanity & hung up on them ... This statement is most definitely Not at all true ! Completely Never happened! I'm in misbelief on how dishonest & Unprofessional an employer with Ortho Mattress conducts their business & Second, the inspected mattress is definitely with an obvious sink hole on the right side of the bed. The inspector did in fact say "Oh it's not even an inch" in which no paying customer should have to deal and accept that especially if expecting a good quality made mattress at $2000. I might as well gone to a thrift shop or swap meet paying $200. Also my box spring is brand new, from "BEDS ECT." In Hawthorn ca., it is NOT uneven , bought it right before the mattress was delivered because I needed one that is shortest in height from the floor so I wouldn't have a hard time getting up onto the bed. To whom this may concern, respectfully I would just like some assistance on this matter. PLEASE ! It's been ten months , I've been so disappointed with Many many sleepless nights yet I've made my payments & it's paid in full. I absolutely had no intentions on paying $2000. for a mattress with a sink hole. Thank you Business Response /* (4000, 9, 2022/10/31) */ *************, Ortho Mattress is going based on the report done on 02/18/2022. You have a Stearns & Foster mattress, in order to consider defective, the mattress must be 1 1/2 inches to be replaced. I am happy to offer you once again a courtesy inspection. Please give us a call to set that up, if that works for you.

• Initial Complaint

  09/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of Transaction: 04/03/2022 Amount Paid: $5,000 Free Exchange Comfort Warranty/Guarantee: 100 days My girlfriend and I purchased a Mattress from this business. Our initial transaction of the mattress took place at Ortho Mattress in Glendora on 04/03/2022. ***** who is the regional manager, processed and sold us this mattress. We were promised that despite them selling us a very firm mattress, their policy guarantees a free exchange within 100 days to a different mattress if there are any issues with comfort. We physically went into the store and attempted to process our free exchange on two separate occasions both within 60 days of the initial transaction. This is when we encountered the store manager **** who was downright rude, insulting, unprofessional and unethical. On BOTH attempts to exchange/visits to the store, **** refused to process an exchange for our mattress and manipulated us into keeping the mattress for longer stating that the mattress still needed to be "broken in". We did not realize this was an unethical attempt by this business to push us outside of our warranty period. To make matters MUCH WORSE, **** flat out insulted me suggesting that I needed to lose weight and proceeded to call me FAT and indicated that is why we weren't happy with the mattress. The worst part was that this insult occurred during BOTH visits to the store and my significant other witnessed this on BOTH occasions. To avoid confrontation this was not addressed with **** and quite frankly we were both in a state of shock from hearing this. This was reported to regional manager ***** and VP Cliff who refused to help and did not care about the store insulting paying customers. They have since refused to honor their exchange guarantee despite them refusing to exchange on two separate occasions within 60 days of purchase. Completely unethical and outright insulting.

  Business response

  10/07/2022

  Business Response /* (1000, 5, 2022/09/23) */ Hello *********, On behalf of Ortho Mattress, I apologize for any inconvenience this may of caused. After speaking to **************, I have determined it all started with a misunderstanding. You are entitled for a comfort exchange since you visited our store during the 100 day time frame. However, comfort exchanges do not cover the redelivery cost of $99.99. At this time, I am going to drop it down to $59.99 to help out. You have a credit of $4,525.63 to reselect a new mattress. Please give me a call at ************ ext 2202 to move forward. Thank you, CSM *********.

• Initial Complaint

  08/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have bought products from Ortho Mattress several times over the past years. In 2019 we bought one with a 10-yr warrantee and about 10 months ago it began to sag. The company finally agreed to a warrantee exchange after much haggling and after we paid for an Ortho inspector who measured the sag. The replacement also sagged, from the moment delivery men placed it on the bed. I am tired of the endless phone calls I made.Will BBB pls look into this co. I believe it is breaking the law by bringing mattresses that were already used and returned -- or making mattresses that don't pass muster even when newly delivered.

  Business response

  08/31/2022

  Hello Ms. ***********
  
  I can reassure you that here at Ortho Mattress we do NOT sell used product. We did everything we could to help you. We even honored an exchange with a stain on you mattress. Ortho Mattress Policy Card clearly states that we have the right to refuse service and void the warranty if your mattress is found to be in an unsanitary condition (stain). On 08/01/2022 @ 12:30 you called to let us know that our product ***** and you will no longer be doing business with Ortho. Before I even tried to apologize to better assist you, you rudely started to yell at me and hung up. Once again, I am sorry you are not satisfied with the product you have purchase. Every time you've called ***************** you have been answered and assisted.

  Customer response

  09/01/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  if a warrantee exchange mattress is delivered and the supposedly "new" mattress shows a sag from the start (evidenced by a photo) then maybe your brand new mattresses leave the factory this way.
  I doubt it. The only answer is that the delivery men simply take
  the defective warranteed one away and replace it with someone
  else's sagging one.
  
  Over several months I've spoken to no fewer than 3 different Ortho
  representatives -- many times -- with a still-unsatisfactory result.
  And I am not alone. Just a look at the complaint pages online tells the story.

  Customer response

  09/08/2022

  I have read the Ortho answer and it is unacceptable. I can show evidence, by way of photos that measure the sag -- in both the warranteed mattress and the replacement. The tiny dot Ortho cites
  does not obviate the sag. The mattress is pure white and clean. The
  sag(s) are the issue. They cause back pain.
  
  I will now also notify the ***** of ****** Health, which assures that no mattress *** can deliver used goods and stay in business.
  
  *******************************
  
  

  Business response

  02/27/2023

  Hello, 

   

  On October 18th, CSM ********* spoke to ************************. She changed her whole story all the times. She starts using profanity all the time.  

• Initial Complaint

  07/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  6/16/2021 I purchased ******************* mattress from Ortho Mattress total price $******** which was delivered 6/23/21. 4/16/22 I informed ************ at Ortho that mattress has indentation in center where I sleep and is sagging on side if mattress. I paid $ 99.99 for an inspection and new mattress was delivered 4/23/22. I selected a different mattress of lesser value. Same problem again. 4/27/22 I called Ortho and spoke to ********************************* and left message with him. I was out of town 5/4/22 to 5/26/22 . I selected same original mattress which was delivered 6/7/22. Same problem again with sagging.. Spoke to *********** on 6/11 and would have to pay $ 60 for delivery. It is unhealthy to sleep on bad mattress and I have constant back problems and poor sleeping. I do not want to have another mattress delivered which would be # 4. I want my money refunded. I am questioning the validity of purchase order where it states fees etc. to have mattress exchanged.

  Business response

  07/22/2022

  Business Response /* (1000, 5, 2022/07/15) */ Hello Ms. *******, I have tried to reach via phone. I am quite not understanding where you're coming up with these numbers. On 06/26/21 you visited our showroom in *************. You then purchased a queen size mattress (******************)**********************, extenders for the adjustable bed, and a mattress protector which was all delivered on 06/23/21 that came out to a grand total with taxes $********. On 02/18/22 you called and ******** emailed you the Ortho Mattress warranty form. You had to filled out and send back with a $60 check for the third party inspection company. We received the form back to our corporate office on 02/24/22 with the check. (Which by the way, you did not pay $99.99 for it, you paid $60). On 4/06/22 you had your inspection, the mattress only was found defective. Which Ortho Mattress replace at no cost and was delivered on 04/16/22. You decided to go with our ********* collection at that time. You had the option of getting it delivered for a cost of $99.99 or drop off for FREE in our wearhouse. You personally decided you wanted it delivered. Which that's not covered under our warranty as stated in the Policy Card. On 05/27/22 you called ******** and stated that the Pembridge mattress you received was defective. She set you up for a courtesy inspection which was done on 06/01/22. Sadly, the mattress was found to be defective. Ortho Mattress replaced it at NO cost, even delivery. That's when you decided to go back to our ********** collection. That mattress was delivered on 06/04/22. On 07/11/22 you called again stating this new mattress is sagging... ******** offered to do a courtesy inspection and you denied it. I am lost on what you want us to do? We been fair with you and have done our job to make sure any issues you're having get solved. As stated in our Warranty Card, there's no refunds after delivery and adjustable beds are final sale. We are happy to offer you an inspection again, but there will be no refunds moving forward. Consumer Response /* (3000, 7, 2022/07/21) */ There was no message on my phone to call you. Yes I checked my bank account and I sent a check for $ 60. My receipt said $ 99.99. So I am confused. The refund I requested includes the base for mattress because without same I cannot use mattress. Therefore I added to refund. On 7/11 I spoke to ***** and at that time she mentioned that I did not have mattress for 60 days andI should wait. I said I will think about it but after careful consideration I am very hesitant to get yet another mattress especially since I have to pay $ again. I am ************* with limited income. This has been going on for over 1 year and I am still sleeping on a sagging mattress . You must be aware it is unhealthy and I am waking up every morning with a sore back. Can u guarantee a good mattress? I feel your company is not delivering what I paid for. You have customers sign a disclaimer. Is this really legal? Thank you. ***************** Business Response /* (4000, 9, 2022/07/22) */ Ms. *******, I do apologize your how you feel. I can reassure you that we treat ever customer the same and always look for a way to help. With that said, you did get what you paid for. As for the adjustable base, that is a final sale item as stated in our Ortho Mattress warranty card. You have been given options in selecting a new mattress. I am sorry, quite confused now. What disclaimer are you talking about? The only signatures we have from our customers are on the invoice. Once again, please give us a call to move forward is replacing your mattress.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a mattresses with an adjustable base from Ortho Mattress. The adjustable base stopped working 3 months beyond the warranty in June 2022. They have only 1 customer service person (I'll call *). *** attitude was abrupt, rude and discourteous and she was incompetent and lied. Step 1 for the repair was I had to mail a $60 check to**********, no credit cards. Then a separate company would evaluate, but do no work. It took 2 weeks for step 1 to happen. I had back problems and no use of the adjustable base. . After the evaluation company came, they could not diagnose the problem. It could be one or 2 of 3 parts. * demanded that we pay in advance for the service call and the cost of all three parts that might be needed ($340). No reputable company demands this in advance. We were told to circle on the invoice any parts that the technicians did not use so we could receive a refund. Per *** instructions, we circled the $100 power box and indicated "Not Received" and the technician agreed. Then * called me and said it was really a cheaper part that was not used they would send only $50. * was rude and lied to me numerous times during this process. A very simple repair took several weeks to accomplish not because parts were not available, but because of the incompetent, unpleasant, and surly way it was handled (a combination of ridiculous protocols and an incompetent and nasty 'customer service' person). During this unreasonably long period, I did not have use of the adjustable base of the bed which I needed for my major back problems. I sent an email to management detailing what occurred. Nobody contacted me except * who said I had to give her my credit card again and they would give me $50 more back. I am not giving this woman my credit card information. I want to speak with someone from upper management. They should not have had the person who I reported for rudeness and incompetence call me. No discussion, no apology from anyone.

• Initial Complaint

  05/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a certain mattress on 12/21/21 for ******* US $ cash from the said store with the salesperson ********* assisting us. It was delivered on 12/23/21. Within first couple of nights, the mattress started sagging. After much hassle, the representative ***** sent an inspector. It was found to be more than certain inches in impression and was approved for replacement. As we tried to arrange for a replacement, it was made clear that we need to pay $99 for delivery, but ***** said she can reduce it to $69. It turned out that this was also written as fine print on the folder we received after purchase. At this I was upset at her on phone and followed up with a review on ****** Reviews which I then forwarded to the company. This was second time I contacted the company and they never responded back via email.I was upset because all the following fine print:-it must be more than certain inches in impression when sagging-it must be within certain days -we have to pay for the inspector should he find that there is no impression-there is a delivery fee when being replacedThe salesperson never went over with us about these fine prints and only handed us the agreement paper after purchase in a folder. Hence, the reason for me being upset. At any rate, the company never responded since they will not replace w/out the delivery fee.So basically:1. they handed us a 'lemon' (which one of their salesperson admitted)2. they want to charge us to replace that 'lemon' or sagging mattress (in 2 days)3. they also engaged in deceptive practice as they never went over the fine print and only made us aware after the purchase when they gave the folder with the receipt which had all the fine print written on it. The salesperson gave us the impression that there would not problem and should anything arise there would no questions during exchange. But little did we know they engrave all the rules in fine print under Product Policy which we only received after purchase.

  Business response

  06/02/2022

  Business Response /* (1000, 5, 2022/05/27) */ ******, Ortho Mattress is sorry to you are not happy with warranty guide lines. We set up a courtesy inspection and at time you and you Mother were advised of the delivery fee of $99.99. Again we try to accommodate you with lower the delivery fee to $69.99. You and your mother were advised this was a one time only courtesy if there were any more issues you would have to follow the warranty guide completely that is when you and your mother became very rude and hung up the phone. If you would like to exchange the mattress with the guide line we discussed please feel free to contact customer service at ********************* Consumer Response /* (3000, 7, 2022/05/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) We understand and acknowledge that I (******n) was upset - as any customer should be- but, however, none of our points were addressed in the response. Regardless of the fact if we should replace it or not for the said guidelines - which were only made clear upon purchase- the fact remains the root cause of the business practice need to be addressed and retified. In fact, as a customer I insist that a buyer should fill out, sign and initial each clause and fine print on separate paperwork fully acknowledging that they understand all the fine print and policies. Forgive me, it is akin to buying a car and then finding out all the details in lease agreement post-purcahse. Again, I do not wish to sound like a broken record, but... Not a single business policy was made clear during the time of purchase. The salesperson handed us the fine prints AFTER purcahse and we were still not aware of it. I do not accept the response. If the company is not interested in mitigating the matter either in the form of full refund or exchange free of charge, please feel free to close this ticket. My complaint remains intact. Thank you for your time. Business Response /* (4000, 9, 2022/06/02) */ I have reached out to customer to set up exchange this time as a courtesy. However, customer is will not pick up or return my calls. Consumer Response /* (2000, 11, 2022/06/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) We have been very busy lately. Phone of my mother's viocemail does not work. But our land phone and its voicemail is always working. We will be happy to reach out to ***** should this courtesy exchange be approved. For what its worth, it was not my intention to raise my voice. We received the call at 7:30am on that day and I immediately called back. It was very stressful and apologies for raising the tone of my voice. We would appreciate if we could go forward with this exchange. P.S. ***** please feel free to call us at our landline. If not, we can reach out too. Thank you for your patience and understanding.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a mattress 6 years ago from Ortho Mattress, recently the memory foam started separating under the top cover (meaning there was no damage to the top cover). It has caused a large crevice in the mattress and now is exposing the box springs. Once again there is no damage to the top and this is obviously a fault with the memory foam, they agreed that all of the support in place was to code. We went shopping for a new mattress this week and showed the picture to 10+ stores and all of them said that should have been covered by the warranty. The mattress company has denied my claim saying it's not the manufacturer's defect even after the inspector that came out said it was. There is some yellowing of the mattress due to age which they are calling soiling which is not true at all ( suspect they are using this to deny the claim). I am submitting pictures here so you can see, we also have a copy of the original invoice if needed.

  Business response

  05/12/2022

  Business Response /* (1000, 5, 2022/05/11) */ ***********, I was working with your wife ******** and I personally advised her I was going to look into it more, to please give me more time. Unfortunately, it sounds like you guys didn't want to wait. As promised, I did my part by looking into it. Memory foam doesn't turn yellow through the years if it's properly taken care of. With the images that were taken by our Third Party Inspection Company (IBG) it clearly shows the mattress was damage. That's why your mattress is seperating. The stain is in the middle was caused by personal damage. As stated in our Ortho Mattress Policy card, mattress or foundation found to be in an unsanitary condition, abused, or damaged through accident or neglect warranty gets voided. There is nothing I can do moving forward. Any questions, feel free to give me a call at ************ ext ****. Thank you Consumer Response /* (3000, 7, 2022/05/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am uploading full pictures of the mattress here, there is slight (if any) yellowing, there are absolutely no stains. It was remarked on the paper to be faint yellowing, which after checking all the mattresses in our home including one that is only 1 year old also has some faint yellowing over age (it would be ridiculous. I also found several links here showing that memory foam does turn yellow over time. There are multiple articles to support that claim. They are trying to falsely deny this claim. https://www.ergoflex.com.au/blog/category/memory-foam-technology/can_i_stop_my_memory_foam_mattress_from_yellowing_#: :text=Memory%20foam%20turns%20yellow%20because,the%20inexorable%20path%20of%20time. https://www.foamite.com/foam-questions/ Business Response /* (-10, 8, 2022/05/12) */ ***Document Attached*** Today I spoke to customers wife, ***********************, Ortho Mattress has agreed to replace the mattress as a ONE-TIME courtesy. The new mattress will not have a warranty, customer is responsible of disposing current mattress. She will be closing the case. I am attaching a copy of her new mattress stating what's being replaced and the agreement notes. Consumer Response /* (2000, 10, 2022/05/12) */ This complaint can be closed, I was able to come to a resolution with Ortho Mattress, ********* was great to take care of this quickly this morning.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase a mattress on August 26, 2021 which was delivered on September 3, 2021. The mattress has a deep sink on one side. I've turned the mattress around several times, but this is not a solution. I contacted Ortho Mattress and they directed me to customer service, I had to pay $60 to have them hire a third party to provide them with measurements and photographs. The person who came to check the mattress notices the indent upon entry of the room and place a string across the bed horizontally and vertically. He pushed the mattress to show me how bad things were in comparison to the other sides of the mattress and how uneven the whole mattress is. I called after 8 business days only to find out that the claim was denied because the measurements of the part that sank was not beyond 2 inches. How can you take in consideration a measurement done with a string across the bed that has no weight to really know how much is sink after someone is laid on the mattress? This has been detrimental to my health and will seek medical attention.

  Business response

  05/23/2022

  Business Response /* (1000, 5, 2022/05/11) */ *****, according to IBG (Third Party Inspection Company) your mattress doesn't meet the qualifications. Images attached shows your mattress sinks at most 1/2 inch. In order to be considered defective, the mattress must be at minimum of 3/4 inches. You spoke to ***** (Customer Rep.) on 05/09/22 at 2:45pm, she offered you a courtesy inspection in 90 days to go out and check your mattress once again to see if by then the mattress had sank more. Both you and your said no and hung up the phone on *****.

• Initial Complaint

  04/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  see attachment

  Business response

  04/18/2022

  Hello ************************ am so sorry you feel like we haven't treated you fairly. Here at Ortho Mattress we tribe to provide great customer service. Please give our **************** Manager ********* a call at ********************** to resolve this issue. I am attaching a copy of the report and the original receipt with your signatures.
  See Attachment/File: *******************************pdf

  Business response

  05/04/2022

  Hello ******,
  
  My team has tried to work with u. I understand our law label it doesn't say Extra Firm, however it's been like that for years. We treat every customer with respect and pride, being a senior citizen does not change our way on how we treat someone. Please give me a call so you and I can work up a solution.
  
  *****************************
  Customer Service Manager
  **********************

  Customer response

  05/04/2022

  see attachment
  See Attachment/File: *******.pdf

  Customer response

  06/07/2022

  **See Attached**
  See Attachment/File: *******.pdf

  Business response

  06/08/2022

  After a conversation with customer this morning we have reached agreement. We will be picking up merchandise and issuing a full credit to customer.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an ortho queen mattress with edge support in the amount of $*******. The day of delivery they dropped the mattress on end. Two nights later, I turned over in bed only to roll off the bed onto my hardwood floor, landing on my knee replacement and breaking the fall with my arthritic hand. I noticed a lump from head to toe on the left side of the mattress. Through the holidays I phoned the HB store several times with no answer. Finally I was spoke with a salesman who ignored the fact I had hurt myself and the mattress was either defective or damaged. He said I had to wait 30 days. The lady at customer service also ignored my injury and told me to lay on the lumps but I had to wait 30 days. There were also springs that hurt. I wasn't able to sleep in the bed. Ortho sent out Integrated Bedding Group to inspect the mattress. He was mysterious about what he was measuring for with some string. He did acknowledge he could see the lumps. He didn't inspect the edges for damage from being dropped. He took photos. Ortho agreed to exchange the mattress. I did have to pay for the delivery. They called this a comfort exchange. I went to an open store to buy a replacement. The problem was they didn't have a different mattress of the same quality and price range. They offered me 2 choices. I would forfeit appx $400 if I bought one of lesser quality that they would not refund. I'm a senior with severe arthertis and scoliosis. The second option would cost me an an additional $500. I am on a fixed income but because of fear of rolling out of bed onto the floor again, I had to purchase the more expensive mattress, costing me a total of $******* on my charge card. At no time did Ortho acknowledge I had hurt myself or that the mattress was defective. I'm hoping my replacement mattress will work out. It isn't comfortable. Ortho said there is still a ten year warranty if it sags but there would be fees associated with it that I would be responsible for.

  Business response

  07/07/2022

  Business Response /* (1000, 5, 2022/04/18) */ Hello ******, Ortho Mattress apologies again for your situation. Therefore, we went ahead and rush a courtesy inspection for your first mattress due to the fact that we did not want you to have any further issues. IBG (Third Party Inspection Company) found no defects with your mattress. According to the Policy Card you received and signed for at the time of purchase, the warranty does not cover inspection nor redelivery. Please give me a call at XXX-XXX-XXXX Ext **** (*********/Customer Service Manager) and I will be happy to assist you.

*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. ↩