ComplaintsforOrtho Mattress Inc.

• 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.

• Initial Complaint

  03/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a brand new mattress from ortho In ***********. When we bought it we were certain to make sure the bed we were putting on was adequate and we were told by **** the salesman that our platform bed with the bunker boards would be adequate enough to support the mattress. A month after we bought it my husband passed away so it's only been me sleeping in it. It's only been eight months and I am now sleeping in a gaping hole. Ortho sent a third-party inspector to do a report my hand to God as my witness he told me that my platform bed and the structure wouldn't have caused that kind of sagging. Also remember our salesman told us our bed was enough for this type of mattress. Whether it was the salesman not properly advising us when they deliver the mattress and installed it or it's ortho trying to get out of doing the right thing. I am sleeping in a gaping hole worse than I've ever experienced in my life. There is no reason for this type of sagging except the mattress is defective. I want ortho to do the right thing taking responsibility as well as the salesman for making sure that he sold me the proper mattress for the base I had for ortho mattress for doing the right thing and replace the mattress and if indeed my foundation isn't the right type then the store and the salesman need to step up and take part responsibility and help get me the proper mattress in the first place. We go to them to make it easier I trusted the salesman and I trusted ortho would honor the warranty.

  Business response

  03/31/2022

  Business Response /* (1000, 5, 2022/03/28) */ *******, Ortho Mattress is confused by your BBB as you received and accepted your replacement. If you have any questions please feel free to contact me at **********************. Consumer Response /* (2000, 8, 2022/03/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  02/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We bought a matrees on December 2016. The matress is sinking and we called the company for an exchange. The charged $50 for an inspection and later, the charged me $99 to bring the matress for an exchange. When they came to pick up the matress, they said it was "wet" or "stained" which is absolutely false. The initial report clearly states "no stains" snd includes pictures. Not only they are giving me excuses to not exchange my matress, the charge me $99 for s matress delivery that I ever got. The company is NOT honest with their EXCHANGE policies. I already read claims from other customers with the same complaints.

  Business response

  03/03/2022

  Business Response /* (1000, 5, 2022/02/25) */ ORTHO MATTRESS WOULD LIKE TO HELP THIS CUSTOMER, HOWEVER, WE ARE UNABLE TO FINE ANY TIME OF PAPERWORK FOR ***** ****. IF THE CUSTOMER WOULD LIKE TO CONTACT CUSTOMER SERVICE AT XXX-XXX-XXXX EXT. 2201 WE WOULD LOVE TO LOOK INTO THE ISSUE. Consumer Response /* (2000, 7, 2022/03/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) The sales reciept was under my husband's name. ****** *********. I am happy to report that the company finally exchanged the matress.

• Initial Complaint

  01/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  hello, i bought a bed from Ortho Mattress and have had a horrible experience! I am very low income and disabled. within 5 months of having the mattress it had a very deep dip in the mattress. they had an inspection done and sent me a new mattress. now, with in 3 months this mattress has a dip in it, they did another inspection and Now they want to send me a 3rd mattress. I am done! i need my money back PLEASE so I can go somewhere else and get a good mattress.

  Business response

  02/08/2022

  Business Response /* (1000, 5, 2022/01/19) */ HELLO ********, ACCORDING TO THE POLICY CARD GIVEN AT THE TIME OF PURCHASE ONCE THE MERCHANDISE DELIVERS THERE IS NOT MONEY BACK. THE POLICY ALSO STATES YOU ARE RESPONSIBLE FOR THE INSPECTION FEE AS WELL AS THE RE-DELIVERY. WITH THAT BEING SAID YOU HAVE THE APPROVAL TO HAVE YOUR MATTRESS REPLACED FOR THE 2ND TIME. I DO APOLOGIZE, OUR RECORDS SHOW YOUR MATTRESS HAS ONLY BEEN REPLACED ONCE. TO GET YOUR 2ND EXCHANGE, ALL YOU NEED TO DO IS CONTACT CUSTOMER SERVICE AT *********************. Consumer Response /* (3000, 7, 2022/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not want the same mattress as it has been bad twice. Is it possible for me to come look at a different mattress Of equal value? Business Response /* (4000, 9, 2022/01/25) */ Good morning ********, Ortho Mattress has a no money back policy once a product has been delivered. Which you agreed to at the time of purchase. We can send you the same mattress that you selected or you have the option to re-selected. If you would contact customer service we would be happy to work with you. ***********************

• Initial Complaint

  12/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We spent $**** on a queen sized mattress and boxspring with Ortho in January 2018. Two years later there was significant sagging and looseness in the pillow top. I contacted Ortho by phone in July 2020, but elected to wait filing a claim since Covid was in full swing, and I wasn't comfortable having someone in the house. The sagging and looseness continued to worsen, and finally in November 2021 I filed a claim and sent Ortho $60 for the privilege of doing so. When the inspector arrived he found a "faint stain" which nullified the warranty. The sagging of the mattress top was close to 2" on the worst side, and he found rips in stitching of seams up to 10". This is now after less than four full years of use. I have never experienced this kind of horrific quality in my many years and many mattresses. It's a brilliant but ridiculous legal strategy to have a "faint stain" negate any warranty resolution. The sagging and tearing should NEVER have happened after such a short period of use, but Ortho made no acknowledgment of their faulty product, nor did they offer to refund the $60 claim fee. Ortho has lost a customer for life.

  Business response

  02/07/2022

  Business Response /* (1000, 5, 2022/01/06) */ Ortho Mattress is sorry to hear ***** is unhappy with her purchase, however, we have no paper work for her therefore, we can help her. If she would like to provide a invoice number or name of the person that purchased the mattress we would be happy to try and help. ***** XXX-XXX-XXXX ext. **** Consumer Response /* (3000, 7, 2022/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Ortho case is under my son's name, Maxwell Watson. You and I have spoken on the phone about this (S.C. 88-*****) and you were very clear that the "faint stain" negated any remedy for the mattress. Even though the mattress was clearly defective with depressions of 7/8", 1-1/4" and 1-7/8", and also had torn seam "up to 10". Business Response /* (4000, 9, 2022/01/19) */ ORTHO MATTRESS STRIVES ON CUSTOMER SERVICE. IF MR. WATSON, HIMSELF, WOULD LIKE TO CONTACT CUSTOMER SERVICE AT *********************. WE WOULD BE MORE THAN HAPPY TO WORK WITH HIM ON THIS ISSUE. Consumer Response /* (4200, 11, 2022/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) ***** at customer service is who I've already spoken with several times about this. The complaint needs to be escalated as she made clear she had no intentions of changing her position. Business Response /* (4000, 13, 2022/01/25) */ Once again, if the customer not his mother would to contact customer service at ********************** we would be glad to work with him.

*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. ↩