Complaints

This profile includes complaints for The Original Mattress Factory's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Original Mattress Factory

  15 Freeport Rd Pittsburgh, PA 15215-2905

  
• 

  The Original Mattress Factory

  10 Saint Francis Way #2 Cranberry Twp, PA 16066-5126

  
• 

  The Original Mattress Factory

  2404 Mcknight Rd Pittsburgh, PA 15237

  
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  The Original Mattress Factory

  540 Butler Crossing Ste 3 Butler, PA 16001-2427

  
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  The Original Mattress Factory

  205 Golfview Dr Monaca, PA 15061-3040

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 5, 2025 I purchased a new mattress and box springs for $2438. During my talk with the salesman he told me that I had a full year to exchange the mattress for another one if I was not satisfied, which sold me on buying this very expensive mattress. Unfortunately the mattress I bought is far more soft and giving than the one my boyfriend and I tried in the showroom and it has killed my boyfriend's back since the day we first slept on it. I have no idea if we even got the correct one we selected initially. I returned on August 10, 2025 to see about an exchange and this is where the experience went sour. To exchange the mattress I was told I would receive no type of pro-rated credit, plus we would have to pay a 25% fee for whatever other mattress I would want. Needless to say this makes no sense financially if I decided to go with a far less expensive model, which is what I had planned. So if I had instead went with a $1000 mattress, for example, I would have to pay another $250, which means I would end up actually paying about $2700 all together for that cheaper mattress since I got nothing in return for the 30 day old one. I didn't expect a full refund at all, but absolutely nothing after a little over 30 days? And the key to all of this is that the salesman, ***, did not mention the no refund and 25% fee for an exchange when he sold me the mattress. He simply told me that if I found the mattress unsatisfactory I could exchange within a year. That's it. When we returned on August ********************************************************************************** solving the problem. He seemed more interested in getting back to listening to the ******* pre-game show that was on the radio. This is my first experience doing business with Original Mattress Factory and it has turned out to be an awful one.

  Business Response

  Date: 08/19/2025

  Ms. ****,

   

  August 19th, 2025
  
  ***************************
  Better Business Bureau
  *****************************
  ******************
  
  Ms. ****,
  
  I am in receipt of your letter dated August 11th, 2025, regarding ***** ****** BBB complaint, ID ********.
  
  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 and strive for the win-win solution.
  
  In response to the customers complaint to the **********************, we have thoroughly reviewed all documentation regarding our correspondences with the customer since the initial purchase on July 5th, 2025.  Our records indicate the following:
  
  July 5th, 2025: *** and **** ****** went into The Original Mattress Factory in ***********, ** to look into purchasing a new queen mattress and box spring set. After trying out multiple products, they selected the Orthopedic Hybrid as the mattress that was the best fit for them. A delivery date on July 10th, 2025 was set. At the time of purchase our no return policy and our 365 Day Comfort and Size Change Policy were covered with the customer. The 365 Comfort and Size Change Policy reads as follows:
  
  While the majority of our customers are happy with their new **********************, box spring, or set, we offer our Comfort and Size Change Policy if you have an issue related to the comfort, size, or height (standard or low-profile box springs) of the product. Within one year after receiving your new mattress, box spring, set, or adjustable base, this policy allows you to make a one-time reselection of a new model from our current stock for a fee of 25% of whichever piece is less expensive. Retail price difference and delivery/pick-up fees may apply. The originally purchased product must be tendered to us (for disposal or donation) or donated to a legitimate charitable organization. Proof of donation may be required. We recommend giving your body at least 30 days to get used to your new mattress before participating in our Comfort and Size Change Policy.
  
  This policy is also posted on the sales desk at the time purchase (See Sales Desk Posting), along with being included in our Limited Warranty Policy and Mattress Care Guide that was given to the customer at the time of purchase. It is also printed out on the back of the invoice the customer received (See back of Invoice), on the Weve Got You Covered Handout (See Weve Got You Covered) and on our website (*********************************************************************************).
  
  July 10th, 2025: The queen sized Orthopedic Hybrid mattress and box spring were delivered to the McLambs and they signed for the products stating that they received them in good condition (See Signed Invoice 1).
  
  August 10th, 2025: *** and **** ****** went into the *********** location to inquire about utilizing the 365 Day Comfort and Size Change Policy. The sales associate working at the *********** location was the same associate who worked with the ******* during their initial purchase on July 5th, 2025. The associate began to explain the policy again to the McLambs and how the cost would be calculated. *** ****** stated that the model they would like to switch to is 
  Experience more than just a mattress storeExperience an Original
  a less expensive mattress and would like a refund for the difference and the sales associate explained that is not how the policy works. The customer was unhappy with the 365 Day Comfort and Size Change Policy and left the showroom.
  
  The reality is that the customer consumes two ************************ in this transaction but only ends up paying for the more expensive product and then 25% of the less expensive product.  The first product has no value to us as we do not sell used products.  The reason we encourage customers to donate to charity is two-fold.  First, the bed can be useful to someone in need rather than be discarded.  Second, the customer can get a tax credit for their donation.   The company does not benefit from these transactions at all as the 25% fee only pays for a portion of labor and material costs. 
  
  August 11th, 2025: the Original Mattress Factory received a consumer complaint from the Better Business Bureau in regard to ***** ****** BBB complaint ID ********.
  
  In their complaint the McLambs stated that the mattress they received does not feel like the mattress they tried in the showroom. 
  
  Please understand that one of the key functions of an Original Mattress Factory retail showroom is to allow customers to try out different ************************ in order to decide which mattress is suitable for their personal comfort needs.  The products we sell are built to the same product specifications and comfort levels as the products on display in the showroom.  We encourage all customers to try out the ************************ in person since we do not accept returns or exchanges and because comfort is an individual preference.
  
  To make sure we are operating in accordance with our warranty and to make sure the customer received the correct product we have three options we can provide for the customer.
  
  A member of ****************** customer service department can visit the McLambs residency and do a visual inspection and take measurements to make sure the correct product was delivered and that it is free from obvious defects.  Our associate can also check the setup to make sure that the mattress is properly supported.
  The Original Mattress Factory can bring the mattress back to the factory in **********, ** and conduct a complete warranty inspection of the product at no charge. During the inspection, we will take the mattress apart and inspect each material to ensure that there are no defects and that the materials and construction are correct. We would invite the McLambs to be present for the inspection so that they too could inspect the materials for themselves.  Without question should we discover that there is a manufacturing or material defect, we will repair or replace the material at our option.   Please note that in order for product to come back into our factory it must be in sanitary condition and must undergo a sanitization treatment.
  The product will then be returned to the customers home. This is all at no charge to the McLambs.
  The McLambs have until July 10th, 2026 to utilize the 365 Day Comfort and Size Exchange Policy.
  
  In addition, we have a product warranty for those rare situations in which there is a defect in material or workmanship.  Please note that the Orthopedic Hybrid mattress has a 12 year, non-prorated warranty. See ************************ Policy & Mattress Care Guide for details.  Please understand that comfort is not guaranteed and that it is up to each individual to select a product that is the right comfort choice for them.  
  The Original Mattress Factory has a long standing reputation for integrity and we appreciate the opportunity to work with you to resolve the customers concern.  If you have any further questions or concerns, I would be happy to discuss those with you.
  
  Sincerely,
  

  ***** ******

   

   

   

   

• Initial Complaint

  Date:07/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 21st 2025, I visited the ******** Road Original Mattress Factory at ************************************************. After choosing a mattress I had begun the checkout process for an "Oasis Plush" Queen-sized bed. The employee informed me that if I called the Cranberry store and ordered, I would be able to receive a discount by purchasing the old version of the "Oasis" brand called the "Classic" for a discounted price. The product is identical functionality-wise, but just has the old branding. I exited the ******** road Original Mattress Factory and called the Cranberry Original Mattress Factory located at **************************************************** in the parking lot and ordered the Queen size Classic Plush mattress. There was no need for me to go to the store and try the mattress, as I had just just tested it at the ********************* store. I was told the order has been placed and received delivery details. The order was delivered on July 23 at 8:00 AM. After accepting the order, I left my home for work. Upon arriving home from work at 6:00 PM, I took the plastic wrapping off of the mattress and discovered it was a Full size and not a Queen. I had attempted to Call the Cranberry store and resolve this dispute the next day, July 24. The worker (the employee who also took my order) would acknowledge no fault and communicated the situation will not be treated any differently than any other return. In order to receive the Queen, I have to return the Full size and purchase the Queen. The Queen was received 7/30/2025 where they also took away the unused Full-size mattress and box spring. Overall, I've spent nearly 2 times what the Queen mattress should have cost. All I want is to pay the price of the mattress I originally ordered plus the delivery fee as expected, nothing more nothing less.

  Business Response

  Date: 08/04/2025

  Ms. ****,

  Attached are all the appropriate documents in accordance to Mr. ******* If you have any questions please feel free to reach out to me at any time. I appreciate your time and effort in bringing this matter to a resolution.

   

  Thank you,

   

  ***** ******

  Customer Answer

  Date: 08/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The mattress ordered over the phone was a Queen size and not a full. I was never told only full sizes are offered for floor models, and I only ever asked for a Queen and that is what I ordered on the phone. I invite Original Mattress Factory to produce and share our phone conversations.

  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a mattress from original mattress factory about 5 years ago. I have a spring coming up. on the mattress They said it has a 10 year warranty with it . But they want to charge me 30% to replace to fix it

  Business Response

  Date: 05/30/2025

  May 30, 2025
  Better Business Bureau Dispute Resolution Team
  Re:Complaint ID #********
  
  To Whom It May Concern,
  
  I am in receipt of your message dated May 24, 2025, regarding complaint #********.
  
  At The Original Mattress Factory, we believe in doing business the right way and stand firmly behind the quality of our products. While we recognize that we may not be able to satisfy every customer, we are committed to resolving concerns fairly and striving for a win-win solution whenever possible.
  
  In response to *** ***** request for a no-cost replacement of his Classic mattress, please note that the warranty on our Classic line includes a 1-Year No-Charge Repair or Replacement, followed by a 10-************ Prorated Warranty. This warranty covers structural defects. If service is required due to a manufacturing defect, the mattress and/or box spring will be repaired or replaced. During the prorated period, the customer is responsible for 1/10th of the current regular retail price (excluding transportation costs) multiplied by the number of years in use.
  
  In ******** ***** we took the following steps to address his concerns:
  
  After receiving the customers complaint on May 20, 2025, we visited his home on May 22nd, 2025 to inspect the mattress and better understand his concerns.
  At that time, we did not observe any visible defect. However, we offered to bring the product back to our factory for a more thorough inspection and invited the customer to be present during that process, which he accepted.
  On May 30, 2025, we inspected the mattress at our factory with the customer present and determined that a defect was present and the mattress should be replaced.
  
  
  The mattress was originally purchased on October 6, 2020, placing it in the fourth year of warranty coverage. Under the prorated warranty terms, the customer is responsible for 30% of the current retail price.
  
  We reviewed the prorated warranty terms with *** and Mrs. ****** and they agreed to the cost of the replacement and confirmed their understanding of the warranty policy.
  We then delivered the replacement mattress to the customers residence the same day.
  
  We believe that this matter has been resolved in accordance with the terms of our warranty and in good faith. We are confident that *** and Mrs. ***** now have a clear understanding of the warranty coverage associated with our Classic product line.
  
  If you have any additional questions or require further information, please do not hesitate to contact me at **************.
  
  Sincerely,
  ***** *****
  The Original Mattress Factory

• Initial Complaint

  Date:08/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased (2) twin size mattresses for Murphy Beds. The salesman talked us into an upcharge 12" thick Mattresses, instead of a standard 11" thickness. After I brought the mattresses home, I tried one without removing the plastic wrapper, it was too thick and would not fit. When I tried to exchange, I was told I would have to take these to Aspinwall (across town) instead of the place where I purchased, and that there would be an additional 25% charge, and that their policy was no returns. Again, these are still in the original plastic wrapping. I talked to Brian (he would not give a last name) at Aspinwall, he had an attitude and was very rude, saying that's their policy, and too bad. At this point, I want to return the unopened mattresses for a refund.

  Business Response

  Date: 09/08/2023

  I am in receipt of your letter dated August 30th, 2023, regarding *** **** ***** *** ********** ** ********* 
  

  
  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 and strive for the win-win solution.
  
  In response to the customer’s complaint to the Better Business Bureau, we have thoroughly reviewed all documentation regarding our correspondences with the customer since his initial purchase on August 26th, 2023.  Our records indicate the following:
  
  August 26th, 2023: *** ***** purchased two twin Regency Sapphire EuroTop Mattresses from our store at North Fayette, PA. These mattresses are approximately 11 inches thick (See website photo 1). At the time of purchase, *** ***** was told about our no return policy and our 365-Day Comfort and Size Change Policy. It is also posted on the sales desk and on the back of the invoice the customer received (See We’ve Got You Covered). Note the other mattress that *** ***** considered at the time of purchase (referenced in his BBB complaint) was our Classic Plush which is approximately 10 ½” thick.  There was no 12” thick mattress discussed or received, as the customer infers in the BBB complaint.
  
  August 30th, 2023: *** ***** came to our North Fayette location and picked up two twin Regency Sapphire EuroTop mattresses. *** ***** signed that he was taking the product that day and that they were received in good condition. The invoice is also stamped by the signature line again stating that we do not accept returns (See signed invoice).
  
  August 30th, 2023: *** ***** got the product home and decided it was too high for his bed so he called our store in North Fayette. The Sales associate explained that once a product has left our possession it is considered used and cannot be returned, but we do have a 365-Day Comfort and Size Change Policy for him to be able to change to a different mattress. The Sales Associate also explained that we cannot accept used bedding at that location and it would have to be dropped off at our factory location in Aspinwall to be disposed of. The customer wanted to speak to a manager and was given the number for our factory in Aspinwall.
  
  August 30th, 2023: *** ***** called our factory location in Aspinwall and spoke with our delivery supervisor. The delivery supervisor covered the 365-Day Comfort and Size Change Policy again with the customer and clarified all the costs that would be associated with utilizing it. The customer still wanted to speak to someone higher. The delivery supervisor forward the message on to me (Local Sales & Marketing Manager)
  Experience more than just a mattress store…Experience an Original
  
  
  
  August 30th, 2023: I called and spoke to *** *****. *** ***** explained the situation and I responded by explaining why we do not accept returns.  I discussed the fact that our policy was covered with him at the time of purchase and that it is also posted on the sales desk and on the invoice he received at the time of purchase. I explained that *** ***** has 365 days to utilize the 365-Day Comfort and Size Change Policy to change to a different mattress. *** ***** wanted to speak to someone higher and I explained that there is no one higher and all Pittsburgh issues are handled through the local management team. *** ***** said he is unhappy and would go to the BBB. I responded that we would be happy to work with the BBB to bring this matter to a resolution. *** ***** said this conversation was going nowhere and the phone call ended. 
  
  August 30th, 2023: Original Mattress Factory received a complaint from the Better Business Bureau. 
  
  
  *** *****’s complaint also makes much of his allegation that the mattress was in the original plastic packaging.  Please understand that we have no way to verify whether a mattress is removed from the original packaging.  For the protection of all of our customers, we do not re-sell returned mattresses.  As such, once the mattress is signed for and accepted by the customer, we cannot accept the mattress back even if it appears to have not been removed from the original packaging.
  
  *** ***** still has the ability to utilize his 365-Day Comfort and Size Policy. He has until August 30th, 2024 to 
  utilize this policy.
  
  The Original Mattress Factory has a long standing reputation for integrity and we appreciate the opportunity to work with you to resolve the customer’s concern.  *** ***** wasn’t even considering a 12” thick mattress during his visit.  With only ½” difference between the two models he was considering, there would also likely be an issue with the Classic Plush as well.  Typically, bunk beds, murphy beds and sometimes platform beds come with recommended thickness ranges for the mattresses to be used with them.  We would recommend that *** ***** look up this information prior to making any decisions.  If you have any further questions or concerns, I would be happy to discuss those with you.
  
  
  Sincerely,
  
  
  Bryan C*****

  
  

  Customer Answer

  Date: 09/08/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Original Mattress Factory obviously has no intent of making any effort to resolve this matter.  

  1.  Mr Bryan C***** *nice to find out his last name, he wouldn't give me that information on the phone) was extremely rude during our conversation, bluntly stating that the policy was the policy, no exceptions.  I tried to explain that I called the store approximately 30 minutes after picking up the mattresses, and that they were still on the original plastic wrapping, unopened.  

  2.  When selecting the mattresses at the Robinson Township store, the Sales Person indicated that a 12" mattress should fit a Murphy Bed.  When I got home and tried it, I found out it did not fit.

  3.  The bit of information I did obtain from Mr C***** was that I would have to drive all the way across town to Aspinwall to return the mattresses, I could not return them to the place of purchase.  Then there would be NO refund, and I would have to pay an additional 25% cost of new mattresses that would hopefully fit.

  4.  Not accepting Mr C*****'s rude attitude, I asked to speak with his supervisor.  He told me he was the highest-ranking person I could speak with.  He would offer no further information other than that.

  5.  At this point, I am a Completely Unsatisfied Customer.  I paid over $800.00 for 2 mattresses that I am stuck with and cannot use.  

  
  
  
  
  Regards,
  
  
  
  **** *****

• Initial Complaint

  Date:04/14/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 10, 2023 I purchased a box spring/mattress from this company after doing extensive research and visiting the store several times. The mattress I purchased is advertised on their webtsite as being 10.5 inches in height. Upon delivery of this mattress on April 13, 2023 we noticed that it did not look to be 10.5 inches in height. Upon further inspection, we measured the mattress to be 9 inches in height. On April 14, 2023 I called Original Mattress Factory to report this. Their reponse was that they have a "different" way of measuring their mattresses and that if I wanted to exchange for a different mattress I would have to pay an additional 25% per their "comfort and sizing" policy. During each of my visits to the store (talking with Dave and John) I was never told about the way THEY measure their mattresses. I trusted the information provided on their website about the height of the mattress and realize now that the real dimensions were completely misrepresented. The company is not willing to accept responsbility for this and want ME to pay a penalty fee to exchange for a different mattress.