ComplaintsforOrtho Mattress Inc.

• 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.

• Initial Complaint

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a mattress and decided on another model of lesser value 11/1/21 before it was delivered at la mesa Ca location. They have not refunded the credit to my credit card account it's been month . Over $****! this needs to be resolved I have called the store and corporate and only BS excuses

  Business response

  12/08/2021

  Business Response /* (1000, 5, 2021/12/02) */ *****, ORTHO MATTRESS APOLOGIZES FOR THE DELAY WE ARE SHORT STAFFED DUE TO COVID. HOWEVER, WE WILL ISSUE THE CREDIT BACK TOMORROW (12/3/21). IF YOU HAVE ANY QUESTIONS PLEASE FEEL FREE TO CONTACT ***** AT XXX-XXX-XXXX EXT. ***** Consumer Response /* (2000, 7, 2021/12/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Ortho has responded and will resolve the issue Thank you

• Initial Complaint

  11/10/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Re: Complaint: Faulty items sold to customer (Queen Med. Tempur Pro Breeze & Ease 3.0 Adjustable Base) at Irvine store location-***************************** XXXXX on T. November 2, 2021 and delivered on W. November 3, 2021. Sales person: ******** did not have the expertise to recommend products based on the customer's needs but falsely claimed she did. Requesting full refund and immediate arrangement for pick-up of mattress and base no later than November 18, 2021. These products are a health hazard for the customer and have resulted in extreme pain & medical issues. 1. Strong chemical odor present that has not dissipated after 7 days causing irritation of skin & respiratory tract, watering of eyes, and nausea. 2. The surface of the mattress is not level & sags where slept on. Foot of mattress is higher than the head. 3. There is no ease or freedom of movement. The mattress hugs the body tightly and pushes against the surfaces of the body that are in contact with it. 4. Side-sleeping is painful. 5. 1st night sleep was painless but due to sagging all nights thereafter have caused lack of sleep & extreme back, hip & knee pain requiring medical visits. 6. Adjustable bed frame when used makes the problems with the mattress worse. 7. Plastic covering on the mattress upon delivery was not sealed. Mattress and base are either used/damaged/both. 8. Refund policy of full refund or exchange were asked by me & confirmed twice by ********. After purchase they claim a different policy that I was not informed of, did not sign or agree to. 9. False advertising on website & yelp, re: best industry warranty, 100-night comfort guarantee & 2 free pillows with purchase. Corporate office has been contacted by phone. Attitude has been antagonistic & dismissive. Letter of Complaint has been sent via fax & mail.

  Business response

  12/01/2021

  Business Response /* (1000, 5, 2021/11/15) */ Ortho Mattress is sorry to here that customer is not happy with her selection. We have a no money back policy it is stated on her invoice as well as the policy card she was given at the time of purchase. We advised her that she entitled to a comfort exchange. Or if she feels she as a warranty issue all she need to do is contact Tempur-Pedic. They take very good care of the customer themselves. Customer service left a message asking her to contact them this morning. Consumer Response /* (3000, 8, 2021/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response falsely states that their "no refund policy" was explained to me prior to purchase. I never agreed or signed such policy. They can state whatever seems appropriate to say to maintain their image as a caring and ethical company, but it does not mean it's true. I have emailed them a letter stating our verbal agreement for a resolution today and I'm awaiting their signature. If they sign and keep this agreement made today (11/16/2021), I will update BBB. This response is not satisfactory as it does not state the facts as stated in my original complaint letter. Business Response /* (4000, 10, 2021/11/22) */ Customer was given a refund for the Mattress. She stated that she would reply to the BBB'S and the Yelp that she was satisfied with outcome. Consumer Response /* (4200, 12, 2021/11/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have picked up the mattress last week and verbally and in writing stated that they will issue full refund on the mattress by issuing a credit on my credit card on November 26, 2021. As of today, November 22, 2021 the refund has not been issued on my credit card yet. Once my credit card company confirms and processes the refund, I will update my BBB complaint. I am not accepting their response because refund has not been applied to my credit card and therefore resolution has not been reached yet. Business Response /* (4000, 14, 2021/11/23) */ **** your credit was issued back on 11/19/21. Ortho Mattress can not be responsible for how long it takes you bank to release the funds. You may need to contact you bank if you have not received you funds. Consumer Response /* (4200, 16, 2021/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have spoken to the bank issuing my credit card today and I have been checking the activity on this credit card every day since this issue occurred. Ortho Mattress, Inc. has not yet issued full credit for the mattress. It is unethical to state one thing (that you've issued a credit on my credit card on 11/19/2021) when you have NOT done so. Instead of posting messages on BBB site stating you have completed issuing the credit, why doesn't this company instead spend their time doing what they have stated they will do. As I have said before, I will update my complaint once full credit has been received, confirmed, and processed on my credit card. You can post a message on here every day but until the credit has been issued and confirmed by my bank, my answers will be the same. Business Response /* (4000, 19, 2021/11/29) */ Again Ortho Mattress as issued customer back her credit on 11/19/21. As for her bank we have control when the issue the credit back to her. We have attached a copy of the credit receipt to show that we have none what we said we would do. As for signing customer letter she would not correct the term to match the verbal agreement. Consumer Response /* (2000, 20, 2021/11/24) */ As of today, 11/24/2021, I have received confirmation from my bank that full refund for the mattress has been applied to my credit card. Therefore, this matter is resolved. Thank you to Better Budiness Bureau for keeping this company accountable and moderating a satisfactory resolution.

• Initial Complaint

  08/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Cal King Mattress from Ortho Mattress on June 12, 2021 when they delivered on June 19 they noticed is big and I need a King size mattress. The next delivery time was 6/25/2021. The mattress was delivered and after a week it sinks almost an inch and half on one side and 1/4 inch on another, when I called Ortho they said they have to send an inspector to see what happened before taking any action. The inspector came and said the mattress is defected. However, the letter we received from Ortho was that we damaged the mattress and our frame was the problem. We have to pay $50 delivery for warranty replacement. They said my bed frame is not a proper frame because the slabs were 2inch apart. We bought plywood for the frame. They send the new mattress on 8/24/2021. Today is 08/30/2021 and the mattress is defected again. I called and I asked for refund, they said we have to send an inspector again. We won't give your money back. We have to see how you damaged the mattress again.

  Business response

  02/02/2022

  Business Response /* (1000, 5, 2021/09/14) */ Ortho Mattress has a no money back policy. We had a 3rd party company do an inspection 8/3/21 on ***. ********* mattress. They the mattress did not have warranty defective. It was damaged due to lack of support. She was advised to correct the issue and use her one time comfort exchange. That is what she is what she chose to do on 8/24/21. Per our policy she was to pay $99.99 for delivery or as the option to do exchange herself at the Ortho warehouse. However, she selected to have the mattress delivered by the our delivery company. The salesperson at the store was able to reduce the fee to only $50.00. It had nothing to do with the warranty of the mattress. If she feel the new mattress needs to be inspected we would be happy to send her the paperwork to do so.

*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. ↩