Business ProfileforThe Original Mattress Factory

Decent products, horrible customer service. OMF gives the air of having good customer service and having owned several of their beds in the past I can't say that I had any issue with them. Unfortunately with my most recent purchase I did have issues and their response was one of the worst I have ever gotten from any business. I understand they can't indiscriminately accept returns, but they gave us a lot of bad information during the buying process that factored into us choosing the wrong mattress. Their ratings system is awful. They told us that every orthopedic mattress they have is highly supportive (9/10) and we should choose between them based on comfort, so that's what we did. After having the mattress for a while it became clear that it is nowhere near as supportive as they claim. It is very saggy and has that hammock sort of feel. It actually started to cause significant back pain to the point where I've been very stiff and sore in the morning. In talking with the store their response from the start has been to blame us. We can exchange it for an additional fee. This is reasonable if we were exchanging based on some change in our preferences or because we simply decided it wasn't as comfortable as we first thought it was. That is not the case, it is terribly lacking in support. We were given bad information about the mattresses. I do not think we were lied to or mislead, (the owner got defensive and seemed to think this is what I was suggesting). I just firmly believe that their info is flawed and their sales pitch pointed us in the wrong direction. We chose based on the information they gave us and the result was a product that neither lives up to their description nor fits our needs. Their sales pitch describes factory direct quality and prices. Don't be fooled. It is a sales pitch, nothing more. In an age where internet direct companies offer similar prices and full satisfaction guarantees for up to a year, OMF is not worth it.