11 Customer Reviews
Sort By
- Date
- Highest Rating
- Lowest Rating
Review from Javier L
5 stars04/24/2024
***** at ******** store was a complete professional. Thanks *****.Review from Kerri B
1 star03/27/2023
Ortho Mattress doesnt stand behind their word. We bought a mattress late January 2019, by 2021 we were having issues. We tried adding two different mattress topper to try to help, but nothing did. In 2022, we filed a complaint to our guarantee/warranty (10yrs long). It took a lot of work with constant back and forth to finally get an inspector out here (at our cost of course). Our claim was denied because the depth of imprint was enough. Its such bull***t! We have been struggling so much, can sleep a night thru and constantly in pain. They dont want to work with you at all. Even if its just an exchange we just NEED SOMETHING!!! But they just dont care. They will find any excuse or reason why you are disqualified from guarantee/warranty. Will never buy from Ortho again, and will definitely tell anyone and everyone NOT to shop with them too. Bad Business!Review from Gabrielle L
1 star02/07/2023
The worst mattress in the world, the sides are round and dangerous my wife got injured because of this feature that makes you fall if you get close to the edge 10" or so and what is worst is that we paid around $2,800.00 for a (FIRM) mattress, we will never buy from this company ever again after been a customer for about 40 plus years. After 3 plus years I convinced my wife to expend less from another company because this was the worst waste of money we have ever hadReview from Carolina G
1 star08/28/2022
*************************************************************** ***************** , I purchased a mattress worth $3200.00 at *************************************************************** ******************** Within a month the trends were coming apart, the edges were sinking in. I decided to call customer service, They sent ***** ********. his business card reads:************************* , he came out to inspect the mattress and said I would receive a letter with findings. I did receive that letter from ***** ******, letting me know that they would not replace the mattress. I believe this is unacceptable why would someone pay for an Ortho mattress of $3200.00 and in less than a year its no good. I ask that you look into this company which may be selling old material. I would like to get a new mattress for the price I paid. I now have a debit on a credit card that they gave me to make payments to: ********* . What can I do about the credit card payment?
Ortho Mattress Inc. Response
08/30/2022
Hello Caroline,
On 08/15/22 you called Ortho Mattress regarding this issue. We set you up for a courtesy inspection (something that's not covered under warranty). You got your mattress inspected on 08/16/2022 by Julio G. The report from IBG came back, the mattress got denied to to insufficient frame support. You only have 4 cross slats, which per Ortho Mattress policy, given to you at the time of purchase, it states you need a minimum of 5 slats. Therefore explains why your mattress is sagging 1/2 in already. The loose threads are cosmetic, which are not covered under warranty. However, here at Ortho Mattress we want to keep our customers happy. If you fix the support, we will go ahead and do a one-time exchange for a new mattress. You will just be responsible for paying the delivery. Please contact me Monday-Friday from 7am-3pm at XXX-XXX-XXXX ext 2202 when you wish to move forward. Kindly, CSM Christian.Customer Response
09/02/2022
Good Morning,
Thank you for your reply.. I will Definity look into fixing the frame support after this weekend. I wish that someone would have told me , when I purchased the mattress . I will contact you when to deliver the new mattress worth the price that I paid for of $3200.00.
I understand there is a delivery fee, could you tell me what that fee is?Review from Marianne K
1 star08/17/2022
This is the worst experience I have had with a bed company. We order a bed and told Chad our sale person we had a sleep number bed, he assured us no problem. The bed came and the delivery man came, saw our bed and starting saying we don't take sleep number beds. He said it was not written down. He was so rude, complaining that this was not his job. I ask for his name and he refused. Then he call the company and was saying it was because it had bed bug. He and your sale person lied over and over. I asked for a full refund and was giving a hard time by Chad. He than wanted me to bring back the protective cover. I was happy to give it back but it's not my job to take an hour to drive it to your store. Where is the customer service. It is to bad this has to be such a bad experience. We are a long time customer of many beds and will never buy again. I will also be calling the, BBBOrtho Mattress Inc. Response
08/22/2022
Hello Mr. ********
I will like to start with an apology. To get things clear, the reason to why the drivers refused to take your old mattress was because your Sleep Number bed had bed bugs. The drivers offered to place the mattress outside for you and you refused the service. However, we apologize but we were not going to take your mattress and have all the other mattress in the truck run a risk of catching them.Customer Response
08/22/2022
I have taken pictures and the area he said had bugs, DOES NOT. The area is not the mattress but the platform that it sits on. It is a sleep number bed so it does not have a box spring but a frame that moves up and down. The service man is lying, He did not want to take the old bed because it is heavy and takes up a lot of room. He complain about it for 15 minutes before he started to look for an excuse to leave it behind. Ortho has done nothing to give us a solution to the rude service or stand behind their agreement. We call the corporate office and it took them 5 days to call us back. We will never buy another bed from OrthoReview from Tiffany H
1 star06/05/2022
They are the most unhelpful people, ordered a mattress that had issues with it every time it was ordered and the company refused to do anything to help refund or fix the problem. A singular mattress had to be taken away and redelivered over 5 times as each time it arrived there were major issues with the mattress and were unacceptable considering the price we were paying for it. The manager or whoever of the store, Steve, would take ridiculously long lunches and not respond to phone calls we made to try to resolve our issues. Overall, horrible experience for a customer, never going back to their stores ever again. Inconsiderate and disrespectful to have been treated so poorly.Ortho Mattress Inc. Response
06/15/2022
Hello Tiffany, Please contact Linda at XXX-XXX-XXXX ext. 2201 I would like to help you with this issue. Please have your invoice as we can not find any paper in your name. If you do not have you invoice hopeful you and I together will be able to find it.Review from Andy C
1 star05/22/2022
Best way to describe the experience is they don't care about their clients, only the sale. First mattress my girlfriend and I bought so were being cautious with it. I had back issues and concluded our bed was the problem. We tried a few mattresses there and bought it in February. We were willing to spend over 3K thinking we would have it for 10-15 years. After 2 weeks we didn't like it. It was creating more back issues for us. We remembered being told no return can be processed until XX-XXX days have passed. We found a bed from another company because we wouldn't keep sleeping on one that is causing pain waiting for those 30 days. Around the 45th day is when we tried returning it. We weren't rushing since we had the new one but they told us mattresses can never be refunded, only exchanged for something of equal or greater value. While we were not aware of that, on the paperwork it does say it and it was signed so we understand legally that we have no argument. But how did we both leave after purchasing it under the impression a refund is no problem? Called customer service who got us in touch with Eric, the VP of the area, to talk to him about everything. Eric's solution to "help" us is to do the exchange with handling, inspection, and re-delivery fees (at least another $700+). The impression I was getting from him is that I was lying about everything. His argument was why did we wait so long, well we were told we had to wait at least 30 days. Also that we signed the paperwork so there's no way we didn't know which is a valid argument, but that is what happened. If a refund isn't happening, at least meet us halfway. I've worked in retail for years with different companies and I always saw the company make efforts to help clients with situations even if the client missed the fine print. We are human and make mistakes, we're not just a sale for them to get. Felt like dirt after talking to him. We are still stuck with this bed that doesn't help our back problem.Review from Andrew F
1 star05/21/2022
I purchased a full size mattress and foundation and about eight months later I started hearing squeaks and wood rubbing type noises coming from one side of the bed. I contacted Ortho Mattress and informed them about the noise. I then submitted their claim form as well. I was then informed that I would pay $60 to have a warranty person come to my house and inspect the bed. Keep in mind the bed /foundation is still under warranty. I received a phone call from Ortho Mattress several days later and was informed that the foundation is under warranty and would replace it. I was also informed that I would have to pay foe delivery and that they would not remove the old foundation. This was unacceptable and refused the replacement. I paid approximately $200 for the foundation and now I should pay for delivery for the replacement and then be stuck with disposing of the old one. I don't think so. Refusing to be stuck with a broken foundation I decided to do a closer inspection of the foundation and found that the problem was due to sub-grade broken wood. Having the tools and material I replace the broken section as well as upgraded other sections with higher quality wood. As far as I'm concerned this company failed to provide customer service at the highest level. We're not talking about a lot of money but then to stick it to the customer with added costs for a warranty item its unacceptable. Just to be clear I am not asking for or expecting a refund or replacement.Ortho Mattress Inc. Response
05/25/2022
Mr. Fuchs, Ortho Mattress is sorry to hear that you are unhappy with our warranty. We give the warranty has courtesy we do not charges
for the warranty. However, the warranty is on the merchandise only. It does not cover the inspection nor the delivery if one is needed as it is stated in the policy card given to you at the time of purchase . The inspection is $60.00 and the delivery is based on were the customer lives. I am showing you in Encinitas California and your delivery fee is $99.99
The delivery fee of $99.99 is for the drivers to bring out the new box and take away the old it is a warranty exchange. However, if you wish not to pay the delivery fee you are welcome to bring the box in you home wrapped in plastic to the Cerritos Warehouse and do the exchange yourself. If you have any questions please feel free to contact Linda at XXX-XXX-XXXX ext. 2201 in customer service.Review from Dick A
5 stars11/28/2021
Great products and great service for many years. Great prices. Funny how there are only negative reviews on here when most Ortho stores are close to 5 star rated. Go to Yelp or Google reviews to hear the real story about these guys. They've been in business since 1956 for a reason.Review from Cristina A
1 star11/01/2021
As everyone here agrees, I am one also to rate this company "0" if I could.
Linda Garcia, poor lady, seems to be the gatekeeper / guard dog for the bosses at Ortho Mattress Inc., as 6 letters to the CEO, VP and Retail Sales VP during the last month have yet to be acknowledged or answered.
I bought a special order hotel series queen size mattress in March for $2,200.00 and failed by July. (It has 10 years warranty
On delivery I was told I lucked out as there was 1 mattress in storage that had not been delivered to a hotel in Colorado. (Why $500.00 special order fee?)
On inspection after failing (sagging in the middle by July) was told it was my foundation.
This mattress has a manufacture date of 2 years ago (XXXX) from the AZ manufacturing site, it clearly says in the label that it's not necessary to have a foundation, and the spring box I have only shows 1/8" deterioration while the mattress shows 5/8", on both sides!
I am only 115 lbs and it's laughable that they want me to accept that it's normal for this to happen.
They delayed my inspection appointment 3 times; declined to correct the faulty mattress; disregarded my comments (Linda Garcia talks over you on the line and repeats, broken record style: "you need to spend more money buying a new foundation, pay for a new inspection and we'll see how it goes"), deterring anyone from receiving proper Customer Service.
I have already started am FTC report as I truly think Ortho Mattress Inc. is no longer in the honest business of providing a good US made product to the public.
I saved fro months for a good, durable and supportive mattress so I can, every night, give my body the proper rest it requires to perform a very physically demanding job and now, I am not only sleeping poorly, but stressed.
I expect, perhaps a miracle wish, that this matter is resolved before I need to seek legal counsel on unfair business practices, product misrepresentation, pain and suffering and financial damage recovery.Ortho Mattress Inc. Response
11/02/2021
Christina,
Ortho Mattress is sorry to here you are not happy with the out come of your inspection done on 9/16/21, however, the policy card given to customers at the time of purchase explains the warranty guide lines. It clearly states you mush have an 1" in order for your mattress to have a warranty replacement. It also states you must have your properly supported and you do not has the report shows your box is defective. I only suggested you correct the box issue and the mattress would have proper support. I also advise you that I would set up a courtesy inspection in 90 days to see if the mattress had changed in any way good or bad. You refused to correct the issues on you end. If you change you mine please feel free to contact me at XXX-XXX-XXXX ext. 2201 and I will happy to work with you. LindaCustomer Response
11/02/2021
Mrs. Garcia, I am glad that finally we can have a civilized, recorded conversation, but continue to be absolutely disappointed by you, not to mention how difficult it was to unscramble your writing.
Let's correct a few details:
-You DID NOT offer a courtesy inspection in 90 days after 9/16/21 but demanded that I purchase a new foundation AND pay $60.00 for it.
-You DENIED any follow up help unless I did so, even after I told you that the mattress was now directly on the hardwood floor installed over concrete (how much solid and straight could it get?).
-Your so called INDEPENDENT INSPECTOR presented a fraudulent report, which was not handed to me during his visit. I witnessed him measuring deformities on EACH side of the mattress.
I fear I should not trust your offer, considering the many irregularities occurred to date, and rather be helped by another Customer Representative at Ortho Mattress AND a different Independent Inspecting Company.if possible.
Lacking that, please go ahead and schedule a new inspection within those 90 days you mention, and no later than the end of this year.
Be aware that, for my protection, and to have proof for any possible legal recourse I might need to engage, I will record this visit, and ad it to the latest pictures taken of this mattress, clearly showing the indentation on each side.Customer Response
11/06/2021
Glad to see that now I can move forward solving this issue.
On Wednesday, November 3rd, at 10:24 AM, Linda called me to deliver a message from Corporate that I would be reimbursed fully on Friday (as it is the only day of the week Credits are processed???), and the mattress would be picked up on Saturday.
It is unfortunate that now I have to proceed to research and hope to find a decent mattress, backed by a good and reliable manufacturer, but a solution indeed.
Hopefully all will go as decided with the full reimbursement of $2,075.78 and I do not have to continue to claim reparation.
Thank you BBB for mediating this transaction.Ortho Mattress Inc. Response
11/10/2021
Ortho Mattress would have issued a credit this Friday, however, customer did not want to return the merchandise until this Saturday. Therefore, until she dose we can not issue a credit. Once we have received our merchandise back we will issue full credit for what as be returned to the customer.Customer Response
11/10/2021
Let's, once again, set the record straight and clarify Mrs. Linda ******** response, as it sort of implies my opposition to have the mattress picked up and makes me responsible for the credit's delay.
It's not that I did not want it done, I work 50 hour weeks and can only be available on Saturdays.
Also, at no point did she inform me that no credit would be processed till the mattress was received back.
I was told that Corporate agreed to have it returned, full credit given, asked if I could be available on Friday or Saturday and told that credits get processed only on Fridays, to be hung up quickly and in mid sentence after she took note of my Credit Card number (hopefully that was done correctly as I had no chance to verify).
I guess the credit will be done this Friday, November 12th and we can finally be done!Customer Response
11/15/2021
This is an update to my comment of last week, still not posted here as of today,
I can confirm PARTIAL CREDIT OF LESS THAN 50%.
I purchased this mattress CASH and CREDIT CARD, and only the credit card payment was given back.
Surprise to me as Linda, once again, neglected to explain that this would be done.
I suppose i will need to continue to wait till, drop by drop, I can finally recover my loses and have enough money to buy a decent mattress somewhere else.
It's been 7 months already!Customer Response
11/16/2021
As of today, November 16th, I can finally close my claim with Ortho Mattress, as the balance of my payment was processed via a paper check. and mailed.
I am sorry that this long standing company has become such a poor representation for this market.
My case is officially closed and I am satisfied that the problem was corrected.
Customer Review Rating
1.73/5stars
Average of 11 Customer Reviews
Contact Information
Want a quote from this business?
Get a QuoteCustomer Reviews are not used in the calculation of BBB Rating
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.