The Original Mattress Factory

April 17th, 2017 As we discussed over the phone, we have resolved the initial issues brought forth by Ms. [redacted]. Below details what has occurred since our last letter.Mr. Scott M[redacted] and I visited Ms. [redacted] on April 4th, 2017. We inspected the walls and noted what we would be painting. We also inspected the ceiling fan and took notes to aid in our search of a similar model. We were able to find a few similar models to replace the damaged fan, and confirmed with Ms. [redacted] via e- mail which fan she preferred. Once the fan arrived, we set a date of April 13th, 2017 to have the wall painted and new ceiling fan installed.Upon arrival to Ms. Pike’s residence on April 13th, we confirmed which walls we were going to paint. At this time, Ms. [redacted] told our workers that she did not want us to paint the wall. Ms. [redacted] stated that she was going to paint it a different color, and had more patch work to do, so we did not need to paint it.During the removal of the old ceiling fan, it was obvious that the wood holding the fan had rotted away, causing the fan to wobble. The wiring for the fan was outdated as well, and we were not able to safely install the new ceiling fan as intended. We did offer to purchase a ceiling light to install in place of the ceiling fan. Due to the lighter weight, we felt that was the safest option.1 spoke with Ms. [redacted] and confirmed all of these options with her, which she agreed to. We left the ceiling fan we purchased for her at her residence for when her landlord would be able to repair the ceiling and install the fan.If you have any questions or would like to discuss this further, please do not hesitate Sincerely,Tyler J[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made...

by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I [redacted] wait for the business to perform this action and, if it does, [redacted] consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]
The customer confirmed that this was been resolved fully on the part of the business.

February 26, 2016 Re: Case # [redacted] - [redacted] Dear Ms. [redacted]: I am in receipt of your letter dated February 16th, 2016 regarding Ms. [redacted] The Original Mattress Factory believes in doing business the right way and we stand firmly behind our products and their quality.   On those...

few occasions when a situation does arise, we do our best to resolve any issues and strive for the win-win solution. These efforts have allowed us to maintain our A+ rating with the Revdex.com. It appears from the Complaint that Ms. [redacted] acknowledges that we replaced her mattress when she alleged that (a) it was damaged during delivery and (b) it was not the mattress model that she had selected.  Although her requested remedy is a full refund, it appears her complaint is now limited to the manner in which the re-delivery charge was handled and alleged damage to her home. We have thoroughly reviewed all documentation regarding our correspondences with Ms. [redacted] since her initial purchase on December 29th, 2015, which reveal the following facts: On December 29, 2015, Ms. [redacted] came into our [redacted] store to place an order.  Ms. Serra A[redacted] was the sales associate working at [redacted] that day.  Ms. [redacted] explained that she had been in before working with the [redacted] store manager during previous visits.  Ms. [redacted] tried the two mattresses she was deciding between, the Orthopedic Pillow Top and the Orthopedic Ultra Plush, and told Ms. A[redacted] she would like to order the Orthopedic Pillow Top.  Ms. A[redacted] entered the order into the computer and, as is our routine practice, turned the monitor around to show the customer what was being ordered.  After confirming the order on the monitor Ms. [redacted] agreed to pay the drivers with a check upon delivery, which was scheduled for 12/31/2015.  Ms. A[redacted] then printed a copy of the invoice for Ms. [redacted]s’ records. On December 31, 2015, the bed set was delivered, and Ms. [redacted] paid the delivery drivers with a check for the full amount of $[redacted].  A couple hours after the delivery drivers left, Ms. [redacted] called our [redacted] store and spoke to the store manager about her delivery.  She stated that the mattress was damaged and that the wrong mattress was delivered.  After consultation with the factory, and due to the damage to the mattress, Ms. [redacted]s was offered a new mattress.  Because there had apparently been some confusion regarding which mattress was ordered and we were going to replace it anyway due to the damage, we offered Ms. [redacted]s the opportunity to come in and re-confirm her selection.  Ms. [redacted]s selected the Orthopedic Ultra Plush, which is less expensive than her original purchase ($30.00 plus $2.10 in sales tax for a total of $32.10).  We requested that the customer pay the price of the second delivery.  ($45.00 plus $3.15 in sales tax for a total of $48.15). In hindsight this was our error.  Because we were replacing a damaged mattress, no second delivery charge should have been assessed.   Ms. [redacted] later called the factory to complain about the re-delivery fee.  We offered to split the delivery cost with her, asking her to pay $23.54 instead of the $48.15.  This brought the original amount due of $16.05 down to a credit of $8.56.  She agreed and we told her we would issue her a check for the amount once the product was delivered and the original check was deposited and cleared.  We should not have charged anything for the re-delivery because the reason for the re-delivery was the damage to the original mattress. On January 9, 2016 Ms. [redacted]’s mattress (Orthopedic Ultra Plush) was delivered and set up.  Ms. [redacted] signed for the product stating that it was received in good condition. No comments were made about there being damage to the paint or trim in the house.  Our delivery crew removed the existing mattress and it was disposed of. With regards to the transaction, we feel that the correct result is that Ms. [redacted] pay for what she stated she ordered and ultimately received.  This would include one Queen Orthopedic Ultra Plush Mattress ($[redacted]),  one in-home delivery ($45) and tax ($52.08).  The total amount owed would be $[redacted].  As it currently stands, Ms. [redacted] has paid a total of $[redacted].  We will issue Ms. [redacted] a check for the difference of $23.54. This resolution makes her whole for her original complaint.  She has received the mattress of her choice and has paid for just one delivery of the mattress.  Again, we regret this error and the inconvenience it caused Ms. [redacted]. In her complaint, Ms. [redacted] also claims that there was damage to her paint and trim from one of the deliveries.  We specifically placed a hinge in the second mattress to allow for an easier delivery to get up the stairs and into the bedroom due to the tight quarters we encountered during the first delivery.  We would be willing to look at estimates for the damage that is claimed to have occurred.  Please understand, however, that we will also reserve the right to investigate further to determine the likelihood that our delivery crew caused the damage. Finally, Ms. [redacted] makes the allegation that she was treated differently because of where she lives and her marital status.  This claim is completely unfounded.  We take pride in our products, the people who work for us and our nine point Philosophy based on integrity that guides our business.  We have a strong reputation for quality and service and more than half of our business comes from repeat customers or referrals.  We apologize for any miscommunications on the original order and for the complications that Ms. [redacted]s experienced with regards to delivery.  These are not common occurrences for us and it is unfortunate that they occurred.  Please understand that we do our best to treat all customers equally in all aspects of our operations.  We work with all customers with the intention to provide them with the best products, services and value we possibly can.   If you have any questions or would like to discuss this further, please do not hesitate to contact me. Sincerely, Tyler J[redacted] The Original Mattress Factory

Review: On November 13, 2015, I called and spoke to [redacted] at the Original Mattress factory. I informed her that I wanted to do a size exchange and a comfort change. She told me it would cost $1028.87. After thinking about it I called back on November 18 and spoke to [redacted] and advised him that I only want to do the comfort exchange. He credited my credit card back in the amount of $418.17, mailed me a receipt and told me he would call the warehouse and let them know that I only wanted the comfort exchange and to advise them that they could deliver on Sunday, November 22. I have no ideas as to whether or not he informed them of the revised order, but attached is a copy for your perusal. If he did tell them, they continued to call me to see if they could deliver and [redacted] assured me that he had done that. So I did confirm to Antonia that I indeed wanted the mattress delivered. Either they were not advised of the revised order or the Company just simply made another mistake when delivering the items. The first mistake was when I ordered a King mattress topper and was sent a queen topper. And, to top it off, they wanted me to pay for the topper which was their mistake. I ended up agreeing to apply the mount of topper to the classic plush which I ended up purchasing and which is the subject of the comfort exchange. I was to receive a full size mattress only, but rather I received a queen foundation and mattress, which was not what I ordered. When I called late on Monday to Speak to [redacted] about it, he was speechless. It was apparent that he knew nothing of the issue. He told me that he would call me back. When he did he told me that the delivery men stated that they told me that they did not have a full on the truck, but I could take the queen until they could bring back a full mattress. Why would they have both a queen foundation and mattress on the truck and not a full mattress as ordered, I responded to [redacted] that the OMF does not take returns or exchanges of mattress as noted on the sale slip and on the attached copy of their comfort exchange agreement. [redacted] then said that the mattresses they take back are delivered to a plant across the street from the Virginia Beach Plant. How would I know this? I live in Maryland, Not Virginia Beach. [redacted] told me to have a Happy Thanksgiving and he would call me on that Saturday/Sunday. When I did not hear from him I called him. He told me this time that the delivery men stated that they told me that if I accepted the queen mattress and box spring in lieu of the full mattress that this was all I am entitled too. This is totally untrue. They did not make any such statement to me then or ever. At that time I did not know that a queen had been delivered. [redacted] also told me that they stated that I I knew that I was receiving a queen mattress and box spring because I gave them a bedframe to use. The truth of the matter is that I saw my husband talking a box upstairs. I assumed they needed the rollers off another frame because I had specifically asked them to take the lifters of the frame and put rollers on. The delivery men also indicated that I had signed for satisfaction. When they came down the stairs, (I did not go up) as I was waiting to leave right after they left, I signed for what I believed to be receipt of a full mattress. When I came home that night I went upstairs and saw the mistake and mess they had made. They had taken off the full frame, opened the box off the other frame and left the fame and trash lying on the floor. It was apparently to anyone looking at the mattress that the wrong size had been delivered because it was way too big for the room. The bed took up the whole room. When I called [redacted] he was totally without a clue. Would not the salesman have been notified of the incident? When I contacted [redacted] again he told me and I quote that the minute that he delivery men walk in the door they start recording and that everything they said and I said was be recorded I told him that what they said was absolutely untrue and told him to have them prove it by making the recording known. [redacted] then said, Not recording recording, but mentally keeping of record of what was said. After 5/6 hours who keeps a mental record of what occurred without writing it down somewhere. ? Everything they told [redacted] is a lie and I do not understand why [redacted] is buying it. Is he culpable in this situation? Did he not send the order change to the warehouse? If they told me of the queen mattress, why it was not documented in the delivery notes. Why did they not say anything to anyone until after I called to notify of the mistake. Even though I do not believe it to be true, [redacted] told me the incident was reported by the delivery men to [redacted]. I believe that if I had not called, I do not think anyone would have been the wiser. I merely want what I paid for, a full mattress, the return of the full foundation and the reinstallation of my bedframe. I could have kept my mouth shut and kept the Queen and moved it to another room. However my consciences would not permit such action.Desired Settlement: Provide me the comfort exchange of the full mattress or refund my money and restore and make whole as to before the inappropriate delivery.

Business

Response:

Revdex.com spoke with the business. This was resolved with the customer directly.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I [redacted] wait for the business to perform this action and, if it does, [redacted] consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

The customer confirmed that this was been resolved fully on the part of the business.

Review: On November 18, 2012 I purchased a mattress from The Original Mattress Factory located at [redacted]. I dealt with [redacted] Store Manager.I called [redacted] to tell her that I found a defect in the mattress. I left a voice mail (the store was open that day), no response. I called back the next day and talked to [redacted] and asked her if she received my message. She said she did not check the voice mails. At that time, I told [redacted] that I found a defect in the mattress. [redacted] told me that she would send the service representative [redacted] to my home on December 6, 2012.[redacted] told me that mattress is DEFECTIVE AND AT THAT TIME I FOUND ANOTHER DEFECT IN THIS MATTRESS! [redacted]'s comment: "THIS DEFECT IS NOT UNUSUAL. THIS HAS HAPPENED QUITE A FEW TIMES BEFORE!" I TOLD [redacted] THAT THIS SHOULD NOT HAVE HAPPENED AT ALL!!!!![redacted] said that The Original Mattress Factory will REPAIR THIS MATTRESS. I was NOT IN AGREEMENT WITH THIS SUGGESTION. I SAID NO, IT WILL NOT BE REPAIRED IT WILL BE REPLACED OR REFUND MY MONEY! At that time, [redacted] said I would have to talk to [redacted] or [redacted] called me December 6, 2012 at 2:30 P.M. and told me that OMF would repair the mattress THEY WILL NOT REPLACE IT NOR REFUND MY MONEY! I TOLD [redacted] THAT I WAS NOT IN AGREEMENT WITH THIS. I contacted the Attorney General's Office, the credit card companies, and the Revdex.com regarding this matter. I found eleven (11) complaints against this particular location with the Revdex.com. Not to mention several other complaints against other Original Mattress Factory locations.I have not heard from [redacted] who is one of the owners of The Original Mattress Factory.Desired Settlement: EXACTLY WHAT I PAID FOR THE MATTRESS

Business

Response:

I have received your letter dated January 3rd, 2014 regarding Ms. [redacted]. First, please know that the Original Mattress Factory prides itself on straightforward and honest dealing with our customers. We maintain an A+ rating with the Revdex.com.

Our company philosophy guides us to try to be more than fair in dealing with our customers in the unlikely event of a problem and to try to create win-win situations whenever possible. When we are at fault, we take responsibility for our actions and take the appropriate measures to correct the problem.

in response to Ms. [redacted]’s complaint, here is a timeline of what transpired;

• On November 15lh, 2013, Ms. [redacted] purchased a king set of Orthopedic Premier Super Pillow Top from one of our store managers, Mrs. [redacted]. The set was delivered on November 20th, 2013.

• On November 30th, 2013 Ms. [redacted] spoke with Mrs. [redacted] regarding a crease running diagonally across the bed. Mrs. [redacted] filled out a service form and sent it to our customer service representative, Mr. [redacted]. Mr. [redacted] visited Ms. [redacted]’s to conduct a inspection on Friday December 6th, 2013.

• At the inspection on December 6th, 2013, Mr. [redacted] found that there was indeed a defect with the mattress. He observed a crease in the top panel of the mattress where there could be a potential foam overlap. Mr. [redacted] explained that it would be covered under our Limited Warranty Service Policy. As per our policy we would pick it up and fix the issue and then redeliver the product. Ms. [redacted] was not satisfied with this resolution, and asked to speak to an owner.

• On December 6th, 2013 Mr. [redacted], one of the local partners, called Ms. [redacted] to discuss the situation. Ms. [redacted] expressed that she did not want to

be without her mattress for two nights, and Mr. [redacted] offered to do the pick-up, repair and redelivery all in the same day at no cost to her. Ms. [redacted] was not happy about this resolution, and told Mr. [redacted] that she would discuss with her husband and they would call us back.

OMF Warranty

Our Limited Warranty Service Policy and Mattress Care Guide literature, which was given to Ms. [redacted] at the time of purchase, goes over what is covered under warranty. The mattress that Ms. [redacted] purchased has a 12 year Non~Prorated warranty. It states that:

“The quality built into every Original Mattress Factory mattress and box spring allows us to offer the purchaser of these fine products a limited warranty against any defect in workmanship or material (other than cover). This warranty extends only to the original purchaser. You must provide proof ofpurchase to validate this warranty.

In the event that service resulting from such defect is required during the no-charge period (see attached Warranty) after the original purchase, your mattress and/or box spring will be repaired or replaced (at The Original Mattress Factory’s option) without charge, except for transportation costs.

In the event that service resulting from such a defect is required after the no-charge period, your mattress and/or box spring will be repaired or replaced (at The Original Mattress Factory’s option) with a charge to the consumer for labor and materials as calculated on the Warranty.

Repair of the mattress or box spring does not extend the duration of this limited warranty or begin a new limited warranty period. ”

We stand behind this warranty, and have offered to bring the mattress in, repair the defective panel, and redeliver the product all in the same day. This would all be done at the cost of The Original Mattress Factory.

Remedy

Our inspection of Ms. [redacted]’s mattress did indicate that there is a product defect. Please understand that this is extremely uncommon and the material transitions that caused this defect are normally removed and scrapped early in the manufacturing process.

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.

As is stated in our warranty, it is our option to repair or replace a product that is defective. That being said, we are willing to offer the following options to try to help resolve this issue.

1. As previously offered, the first option would be for us to bring the mattress into our factory, replace the defective panel and redeliver the product to you the same day.

This would bring the product up to the exact specifications they should have been built to originally and would provide you with the bed you purchased.

2. As we confirmed that this is a true defect, we acknowledge that the overlap should have been seen and not made it through production. We take responsibility for this mistake and are willing to offer you a second option to replace your existing mattress with a brand new king Orthopedic Premier Super Pillow Top mattress. We will dispose of their existing mattress and all costs will be covered by The Original Mattress Factory

As mentioned we try to strive for a win-win solution when that is feasible. When we make a mistake, we are going to do our best to correct that mistake. The option to repair is presented because it allows us to stand behind our product and deliver to the customer exactly what was paid for and expected to be received with the customer’s original order. The replace option also delivers exactly what was paid for, only a product that is still brand new to the original purchaser is disposed of. Our objective in trying to repair versus replace is to avoid throwing away product that has little wrong with it.

We will be mailing this letter to Ms. [redacted], and will attempt to contact her directly in an attempt to resolve this issue as quickly as possible.

If any questions or concerns arise, please feel free to call me at ###-###-####.

Sincerely,

The Original Mattress Factory

Review: Purchased - Orthopedic Ultra Firm Mattress -9-19-13---mattress moved to the left -contacted company - they stated - this never happened before they do not understand it. However - he sugguestedto come to the store and they would give me a piece of foam to put between the box spring and the mattress. Was told by -- [redacted]-2-18r 14 -- to keep the form on for at least one month.Kept it on for three months. after removing the form - it was still moving - spoke to [redacted] - [redacted] informed [redacted] that there was nothing wrong and that there was nothing they could do!!! Needless to say - they are refusing any additional help - the only additional help they will provide is at my expense.Desired Settlement: Refund

Business

Response:

I am in receipt of your letter dated June 16th, 2014 regarding Ms. [redacted].

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.

We have thoroughly reviewed all documentation on our correspondences with Ms. [redacted] since her initial purchase on September 19th, 2013 and feel we have been more than fair in this situation.

In response to Ms. *’[redacted]’s desired settlement for a full refund, please understand that for the protection of the consumer, The Original Mattress Factory sells only new bedding products with all new materials. Therefore, we do not accept returns or exchanges on upholstered bedding products, including, but not limited to mattresses, box springs, pillows, sheets, mattress pads, covers and protectors. This position is clearly stated on signs displayed on our sales desks, in the warranty card, on our website and on the back of the invoice the customer received at the time of purchase.

Our records indicate the following:

• On Friday, September 19th, 2013, Ms. ’[redacted] went into our Factory store and purchased a full size mattress and box spring of our Orthopedic Ultra Firm; which was picked up that following Sunday September 22nd, 2014.

• On Wednesday January Ist, 2014, Ms. ’[redacted] spoke to [redacted] at our Factory store and explained that she does not like how the mattress slides on the box spring when getting in and out of bed. [redacted] gave Ms. ’[redacted] a piece of super soft foam to put between the mattress and box spring to help alleviate the sliding,

• On Thursday, February 13th, 2014, Ms. ’[redacted] spoke again with [redacted], explaining that the mattress has continued to slide on the box spring every night. [redacted] commented that the new mattress set could be higher than her previous set, and that Ms. ’[redacted] could be bumping the mattress as she is getting in and out of bed. Ms. ’[redacted] requested an in home inspection to ensure that there was not a defect with the box spring or mattress.

• [redacted], our customer service technician, went out on Tuesday, February 18th, 2014 to inspect the mattress and box spring. Mr. [redacted] found no warranty issues with the mattress or box spring. While performing the inspection, he placed the piece of foam previously given to Ms. ’[redacted] between the mattress and box spring to help keep the mattress from sliding while Ms. ’[redacted] gets in and out of bed.

• On Thursday, May 8(h, 2014, Ms. ’[redacted] called and spoke with me, [redacted], and discussed the problems she was having with the mattress and box spring. Ms. ’[redacted] stated that she has been trying the piece of foam to no avail, and wanted to know what her other options are. I discussed with Ms. ’[redacted] how I would need to speak to [redacted] before commenting on what the options were.

• On Friday, May 9th, 2014, after speaking with [redacted], I called Ms. ’[redacted] and discussed what we would be willing to do to help her solve the issue she is having with her mattress set. While the problem she is having is not a warranty issue, I told her we would be willing to replace the box spring cover free of charge. Ms. ’[redacted] would have the option to bring it in herself (at no charge), or can utilize our delivery service for the $38 fee per visit to your home ($76 plus tax).

• Ms. ’[redacted] requested that I provide her with a written letter stating the options that we discussed on Friday, May 9* 2014. I wrote up a brief letter explaining all the details, and mailed it out the following day. A copy of that letter is enclosed for your reference.

Remedy

Our inspection of Ms. ’[redacted]’s mattress and box spring indicated that there is no manufacturing defect with the products. In response to Ms. O’[redacted]’s concerns about the mattress sliding off the box spring, we have done the following to date:

1. We provided Ms. ’[redacted] with a foam topper, at no charge, in an effort to address the sliding issue she is having.

2. We went out to Ms. ’[redacted]’s residence to inspect the mattress to ensure that the product was free from any obvious defects.

3. We offered to replace the box spring cover free of charge (minus transportation costs), even though there is not a warranty issue with the product.

We would like to help Ms. ’[redacted] solve the problem she is having. If she elects to utilize the offer I have extended, there is no guarantee that it will solve her problem. We use the same anti-skid surface material on every box spring we produce.

We will be mailing this letter to Ms. [redacted], and will attempt to contact her directly in an attempt to resolve this issue as quickly as possible.

If you have any additional questions or would like more information on this matter, please do not hesitate to contact me.

Review: ON 8-3-13 I PURCHASED A PREMIUM ORTHOPEDIC KING SET,BOX SPRINGS & MATTRESSFROM THEIR NEW LOCATION AT [redacted] FROM A [redacted].I PAID $1,199.02 INCLUDING DELIVERY. BEFORE PURCHASING MR. [redacted] TOLD MYSELF AND WIFE THESE HAD THEIR BEST WARRENTY 12 FULL YEARS AND THAT IF IN A RARE INSTANCE A DEFECT IN WORKMANSHIP OR MATERIAL IF REPORTED IN 30 DAYS AND ALMOST ALWAYS WITH-IN THE 1ST YEAR THEY WOULD SIMPLY REPLACE THEM. AFTER THAT THE WOULD EITHER REPLACE OR REPAIR. SET WAS DELIVERED 8-7-13. ALMOST IMMEDIATELY THE MATTRESS STARTED TO SAG!!! ON 9-2-13 (WITH IN 30 DAYS) I CONTACTED THE STORE ASKING FOR THE MGR. I WAS TOLD IT WAS LABOR DAY AND THEY WERE VERY BUSY, BUT WOULD MAKE NOTE THE I REPORTED THE PROBLEM, AND THAT SOMEONE WOULD GET BACK TO ME. BY 9-22-13 NO ONE DID, DO WE WENT TO THE STORE, SPOKE WITH [redacted] THE MGR. HE SAID THEY WOULD HAVE AN INSPECTOR COME TO CHECK IT OUT, ON 10-2-13 A MR. [redacted], THE INSPECTOR CAME TO OUR HOME, CHECKED MATTRESS AND AGREED IT WAS DEFECTIVE AND SAGGING. THEN HE SAID THEY WOULD TAKE IT TO THEIR FACTORY AND SEE IF IT COULD BE FIXED? WE TOLD HIM WHAT MR. [redacted] STATED ABOUT WITH-IN 30 DAYS AND FIRST YEAR, FULL REPLACEMENT. MR. [redacted] SAID MR. [redacted] WAS MISTAKEN! I TOLD HIM THAT IF THIS BRAND NEW MATTRESS WENT BAD THAT QUICKLY WE DID NOT WANT IT, THAT WE WANTED A NEW (HOPEFULLY) GOOD MATTRESS. HE REFUSED, WE THEN CALLED THE STORE AND THEIR FACTORY AND THEY ALL WERE IN HARMONY THEY WOULD NOT REPLACE IT BUT WOULD TRY AND FIX IT. WE WILL NOT ACCEPT THIS THEY LIED ABOUT THE WARRENTY, WE REPORTED IT WITH-IN 30 DAYS. WE ARE RETIRED AND ONLY HAVE THE ONE BEDROOM, WERE WE TO SLEEP ON THE FLOOR? THEY SAID THEY WOULD PICK IT UP TAKE IT TO THEIR FACTORY, SEE IF THEY COULD FIX IT AND GET BACK TO US!!!THIS WOULD BE TOTALLY NOT ACCEPTABLE TO ANYONE!!! BOTH MYSELF AND WIFE ARE SMALL PEOPLE, MY WIFE WEIGHTS 120 LBS. AND I WEIGHT 165 LBS. REASON I MENTION THIS IS THEY REMARKED WE MAY HAVE PUT IMPRESSIONS IN THE BED.Desired Settlement: WE REALLY WOULD LIKE A REFUND AS THIS COMPANY HAS NOT BEEN FAIR WITH US, THEY LIED ABOUT THE WARRENTY. AND , ANY REPUTABLE COMPANY WOULD REPLACE THIS MATTRESS WITH IT BEING BRAND NEW AND IT STARTED TO GO BAD WITHIN 30 DAYS, ACTUALLY ALMOST AS SOON AS WE STARTED SLEEPING ON IT!!!THEIR OWN INSPECTOR A MR. [redacted] ADMITTED THE MATTRESS WAS DEFECTIVE AND THEY WOULD HAVE TO SEE IF THEY COULD FIX IT? THEN AND ONLY THEN DEPENDING ON WHAT THEY COULD OR COULD NOT DO, THEY WOULD REPLACE IT.

Business

Response:

We are in receipt of [redacted] complaint dated November

18th,

2013. The following

will detail The Original Mattress Factory’s position regarding this matter.

Background

On August 3rd 2013 Mr. and Mrs. [redacted] came into our South Hills store location and purchased a king size set of our Orthopedic Ultra Firm. They had the set delivered on August ?7th 2013.

On September 22~”, 2013, the [redacted] called our South Hills store describing a spot on the

edge of the mattress that they described as having “crushed do~”. Mr. [redacted], our

customer service representative, called the [redacted]’ and scheduled to go out for an in-home

inspection on October 2nd, 2013. When Mr. [redacted] inspected the mattress he concluded that it did have an impression on one side, approximately 3/4“.

While this is not considered a warranty issue, Mr. [redacted] offered to bring it in to our factory for an inspection just to ensure

that there was nothing abnormal with the mattress. To help offset any inconvenience of

being without a mattress for a day or two, we offered to do this inspection and redeliver on

the same day. Mrs. [redacted] declined, and said that she would speak with the store manager.

Later that same day, Mrs. [redacted] stopped into our South Hills store location and spoke with

Mr. [redacted], the sales person working at the time. After discussing her concerns

with Mr. [redacted], he offered to do the inspection as a same day service as well. Mrs.

[redacted] declined, and asked to speak to a manager. At this point Mr. [redacted] gave Mrs.

[redacted] the phone number for the factory and told her to speak with Mr. [redacted], the

local manufacturing partner.

[redacted] called the factory looking for Mr. [redacted]; however, Mr. [redacted] had left for the

day. I answered her call and I asked her if there was anything I could help her with. She

described her situation and her concerns, and I offered to arrange the pick-up and redelivery

in the same day. She declined and asked if Mr. [redacted] would be in the following day.

The following day, on October 3~, 2013, Mrs. [redacted] called Mr. [redacted] and discussed her

concerns. Mr. [redacted] explained what the warranty covers and how we would go about

inspecting her mattress. Mr. [redacted] offered to perform all of this at no charge and in the

same day.

We did not hear back from them until late October, when we received a request from

[redacted] for resolution on this issue. I called Mr. [redacted], and discussed with him

how we want to solve this issue they are having. I once again offered to do a same day

service for them, at a time of their convenience. Mr. [redacted] declined, and mentioned that he

had contacted the Revdex.com along with this website.

OMF Return Policy / Comfort Policy / Warranty

The Original Mattress Factory does not accept returns on upholstered products of which prior

use has been made in any manner whatsoever. We adhere to the Pennsylvania State Law

(Act number 249 of the Pennsylvania Bedding and Upholstery Law) regarding upholstered

bedding products. We strictly adhere to the law with the primary purpose of protecting our

customers from the possibility of receiving a used mattress and/or box spring.

While we do not accept returns or exchanges, we understand that mistakes sometimes occur

when a customer selects the wrong comfort level for their mattress. We attempt to work with

our customers in those cases by offering two specific policies to help them. These policies

apply to the original purchaser, one time only. We offer a comfort policy for the first year of

owning the mattress and a size exchange option that is available for the first sixty days of

owning the product.

Our Limited Warranty and Mattress Care Guide literature, which was given to Mr. and Mrs.

[redacted] at the time of purchase, goes over body impressions and what is covered under

warranty. It states that, “body impressions are due to the normal compression of upholstery

layers.” Body impressions that are 1” or greater are considered warranty issues, as this

indicates something is wrong with either the innerspring or the foam padding on top. Any

body impression less than this is considered normal wear in the mattress.

In the off chance one of our products has a body impression greater than 1”, we bring it

into our factory to repair or replace whatever has broken down in the mattress. We cannot

determine exactly what the issues are in the mattress if we do not open it up for inspection.

In the Limited Warranty and Mattress Care Guide it also states that, “in the event that service

resulting from such defect is required.. your mattress and/or box spring will be repaired or

replaced (at The Original Mattress Factory’s option) without charge, except for transportation

costs.”

Remedy

We have established that, according to the requirements in the Limited Warranty and

Mattress Care Guide, Mr. and Mrs. [redacted]’ mattress does not have a defect covered by the

warranty. Since the impression they are seeing is not 1” or greater, it is considered normal

wear and is not considered defective. Even though it is not a warranty issue, we have offered

to bring it to our factory for a full inspection and take it back to them in the same day. This

would all be done at the cost of The Original Mattress Factory.

Since deciding on this remedy, we have taken another look at the issue. Mr. [redacted] spoke

with Mr. [redacted] on November 13th, 2013, and Mr. [redacted] has offered to take out a new

mattress of the same model. We will bring their existing mattress back to our factory for a

full inspection to understand what the cause was, and then will discard the parts. The

delivery, pick up, and inspection will all be done at the cost of The Original Mattress

Factory. Mr. [redacted] agreed to this remedy and told Mr. [redacted] that he will contact both the

Revdex.com and [redacted] to let them know that we have resolved the

issue.

Mr. [redacted] is currently out of town on business, and plans to be back in two to three weeks.

Upon his return, he will call us to set up a date to do the switch out.

We will be mailing this letter directly to Mr. and Mrs. [redacted] and look forward to their call

when they are ready to have their new mattress delivered.

If any questions or concerns arise, please feel free to call me at ###-###-####.

The Mattress Factory

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I purchased a mattress for over $800 the salesperson ordered the wrong mattress, delivery men ripped the wrong mattress bringing it into my house messed up paint & trim. When I alerted the sales person to the mistake they blamed me, reordered the right mattress charged me another $50 for delivery, when I complained about the delivery charge they directed me to the warehouse manager who literally yelled at me blaming me for the mistake and said he'd only charge me $25. So willing to lose a customer over $25. After the second delivery they never reimbursed me for the difference. After I wrote a letter to the factory and to headquarters all I got was a check in the mail for $8 not an apology, nothing. And on top of that the mattress is not comfortable, I had to buy a mattress topper to help my back.

I don't know if this is a case of bad customer service or discrimination as I am a single female and live in [redacted]. I have friends that are a married couple that live in [redacted] that just bought a mattress from this company and they were treated with great respect, got a phone call from the salesperson two weeks after the purchase and a wonderful letter in the mail of thanks. I got none of that. I was yelled at and blamed which caused a great deal of stress and anxiety. Unexpected and uncalled for, for a customer to have to experience.Desired Settlement: I would prefer this mattress be taken out of my house and a full purchase reimbursement be given.

Business

Response:

February 26, 2016 Re: Case # [redacted] - [redacted] Dear Ms. [redacted]: I am in receipt of your letter dated February 16th, 2016 regarding Ms. [redacted] The Original Mattress Factory believes in doing business the right way and we stand firmly behind our products and their quality. On those few occasions when a situation does arise, we do our best to resolve any issues and strive for the win-win solution. These efforts have allowed us to maintain our A+ rating with the Revdex.com. It appears from the Complaint that Ms. [redacted] acknowledges that we replaced her mattress when she alleged that (a) it was damaged during delivery and (b) it was not the mattress model that she had selected. Although her requested remedy is a full refund, it appears her complaint is now limited to the manner in which the re-delivery charge was handled and alleged damage to her home. We have thoroughly reviewed all documentation regarding our correspondences with Ms. [redacted] since her initial purchase on December 29th, 2015, which reveal the following facts: On December 29, 2015, Ms. [redacted] came into our [redacted] store to place an order. Ms. Serra A[redacted] was the sales associate working at [redacted] that day. Ms. [redacted] explained that she had been in before working with the [redacted] store manager during previous visits. Ms. [redacted] tried the two mattresses she was deciding between, the Orthopedic Pillow Top and the Orthopedic Ultra Plush, and told Ms. A[redacted] she would like to order the Orthopedic Pillow Top. Ms. A[redacted] entered the order into the computer and, as is our routine practice, turned the monitor around to show the customer what was being ordered. After confirming the order on the monitor Ms. [redacted] agreed to pay the drivers with a check upon delivery, which was scheduled for 12/31/2015. Ms. A[redacted] then printed a copy of the invoice for Ms. [redacted]s’ records. On December 31, 2015, the bed set was delivered, and Ms. [redacted] paid the delivery drivers with a check for the full amount of $[redacted]. A couple hours after the delivery drivers left, Ms. [redacted] called our [redacted] store and spoke to the store manager about her delivery. She stated that the mattress was damaged and that the wrong mattress was delivered. After consultation with the factory, and due to the damage to the mattress, Ms. [redacted]s was offered a new mattress. Because there had apparently been some confusion regarding which mattress was ordered and we were going to replace it anyway due to the damage, we offered Ms. [redacted]s the opportunity to come in and re-confirm her selection. Ms. [redacted]s selected the Orthopedic Ultra Plush, which is less expensive than her original purchase ($30.00 plus $2.10 in sales tax for a total of $32.10). We requested that the customer pay the price of the second delivery. ($45.00 plus $3.15 in sales tax for a total of $48.15). In hindsight this was our error. Because we were replacing a damaged mattress, no second delivery charge should have been assessed. Ms. [redacted] later called the factory to complain about the re-delivery fee. We offered to split the delivery cost with her, asking her to pay $23.54 instead of the $48.15. This brought the original amount due of $16.05 down to a credit of $8.56. She agreed and we told her we would issue her a check for the amount once the product was delivered and the original check was deposited and cleared. We should not have charged anything for the re-delivery because the reason for the re-delivery was the damage to the original mattress. On January 9, 2016 Ms. [redacted]’s mattress (Orthopedic Ultra Plush) was delivered and set up. Ms. [redacted] signed for the product stating that it was received in good condition. No comments were made about there being damage to the paint or trim in the house. Our delivery crew removed the existing mattress and it was disposed of. With regards to the transaction, we feel that the correct result is that Ms. [redacted] pay for what she stated she ordered and ultimately received. This would include one Queen Orthopedic Ultra Plush Mattress ($[redacted]), one in-home delivery ($45) and tax ($52.08). The total amount owed would be $[redacted]. As it currently stands, Ms. [redacted] has paid a total of $[redacted]. We will issue Ms. [redacted] a check for the difference of $23.54. This resolution makes her whole for her original complaint. She has received the mattress of her choice and has paid for just one delivery of the mattress. Again, we regret this error and the inconvenience it caused Ms. [redacted]. In her complaint, Ms. [redacted] also claims that there was damage to her paint and trim from one of the deliveries. We specifically placed a hinge in the second mattress to allow for an easier delivery to get up the stairs and into the bedroom due to the tight quarters we encountered during the first delivery. We would be willing to look at estimates for the damage that is claimed to have occurred. Please understand, however, that we will also reserve the right to investigate further to determine the likelihood that our delivery crew caused the damage. Finally, Ms. [redacted] makes the allegation that she was treated differently because of where she lives and her marital status. This claim is completely unfounded. We take pride in our products, the people who work for us and our nine point Philosophy based on integrity that guides our business. We have a strong reputation for quality and service and more than half of our business comes from repeat customers or referrals. We apologize for any miscommunications on the original order and for the complications that Ms. [redacted]s experienced with regards to delivery. These are not common occurrences for us and it is unfortunate that they occurred. Please understand that we do our best to treat all customers equally in all aspects of our operations. We work with all customers with the intention to provide them with the best products, services and value we possibly can. If you have any questions or would like to discuss this further, please do not hesitate to contact me. Sincerely, Tyler J[redacted] The Original Mattress Factory

Review: On 2/12/13 I purchased a new box spring and mattress from the Original Mattress Factory in Monaca Pa. After a few months I started to fill springs coming through the mattress. I called the store were it was purchased from and the clerk was rude and nasty. He stated it's a comfort issue not a product defect which in their mind is not cover under the 10 year warranty. I asked to speak to his manager. He was very nasty and difficult to deal with this problem I was having with their product. He then sent a delivery driver to my home to bring me a 1/2 foam mattress topper. Which he said would solve the problem. It didn't. I called and spoke with him again and stated that the foam topper did nothing and I still have the springs coming through. He then began arguing with me stating that the springs coming through were a comfort issue and were not covered under the warranty. The bed wasn't even 6 months old when this problem began.Desired Settlement: All I wanted is for the Original Mattress Factory to come and pick up the Mattress and box spring and refund my money for the purchase.

Business

Response:

Dear Ms. Anglin,

We are in receipt of Dan [redacted]’s complaint dated September 11th, 2013. The following will detail The Original Mattress Factory’s position regarding this matter.

In response to Mr. [redacted]’s desired settlement for a full refund, please understand that for the protection of the consumer, The Original Mattress Factory sells only new bedding products with all new materials, therefore, we do not accept returns or exchanges. This position is clearly stated on our website, signs displayed on our sales desks, in the warranty card and on the back of the invoice provided to the customer at the time of purchase.

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.

Our records indicate the following with regards to Mr. [redacted]:

Background

On February 12th, 2013, Mr. Dan [redacted] visited our Beaver Valley store location and purchased a queen size mattress and box spring set to be delivered Saturday, February 16th, 2013. The mattress set was delivered, and Mr. [redacted] signed that he received the product in good condition.

On June 25th, 2013 Mr. [redacted] visited our Beaver Valley store and talked to [redacted], the sales associate on duty. Mr. [redacted] was extremely agitated and told Mr. [redacted] that

he had springs coming through his mattress and that he wanted his money back immediately. Mr. [redacted] explained that as a part of his warranty we could have our customer service manager visit his home and conduct an inspection of his mattress. Mr. [redacted] became so aggravated and loud that our sales associate had to tell him that he was going to call the police if he did not leave the store. Mr. [redacted] stated that this wasn’t over and he may bring the mattress back and throw it outside the store and threatened that this was “going to end bad.”

Mr. [redacted] called the factory on June 25th, 2013 at 2:00 pm and asked [redacted] to talk to a partner immediately. I answered the call and Mr. [redacted] immediately said that the mattress he bought was “crap”, that he could feel the coils, and that he wanted his money back. I explained to him that he could not get his money back. I said there were two avenues we could take to address his problem. The first avenue was to determine if his mattress had a warranty issue. I explained that if he felt that there was something physically wrong with the mattress, he had a twelve-year, non-prorated warranty against manufacturing defects. I offered to send [redacted], our customer service technician, out to his home at no charge to inspect the mattress and determine if there were any defects. The second option was for Mr. [redacted] to exercise our comfort exchange policy, which I explained in detail. (See OMF Return Policy / Comfort Policy described below) Mr. [redacted] said that he lost his job and he wasn’t paying any more money for a mattress. I further offered to bring out a piece of 1” super soft foam to use as a temporary topper. I explained that this topper would add some surface softness to the mattress and would help determine if this mattress was too firm for him. We sell this topper $40.00, but I offered to give it to him in an effort to help. Mr. [redacted] asked what would happen if [redacted] found something wrong with the mattress.

I explained that if Mr. [redacted] determined that something was wrong that we would pickup the mattress and bring it to the factory for a warranty inspection. I set up an appointment for Mr. [redacted] for June 27, 2013. I told Mr. [redacted] that I would call him on Monday, July 1st after he had the in home inspection and after he would have a weekend to try the foam topper to discuss the results.

On June 27th, 2012, Mr. [redacted] inspected the entire mattress, including the area that Mr. [redacted] said a spring was poking him. Mr. [redacted] stated that the mattress was built properly and that it had no defects. Mr. [redacted] went so far as to push down with more force than a body resting on the mattress to see if he could feel any sort of spring poking through the top of the material. He could not feel anything wrong. Mr. [redacted] stated that the mattress was built properly and that it had no defects. He gave Mr. [redacted] the foam topper.

I called Mr. [redacted] on Monday, July 1st, 2013. I began the conversation by asking how the foam topper worked over the weekend. Mr. [redacted] said it didn’t help at all and was insistent that there was a coil poking him in the back. I went through everything that Mr. [redacted] had done while conducting the in-home inspection and that it was his opinion that there were no defects with this mattress. Mr. [redacted] said to me that one way or another he was getting his money back, even if he had to go and throw this mattress on our store’s stoop.

OMF Limited Warranty Service Policy

We have a product warranty for those rare situations in which there is a defect in material or workmanship. Please note that the Orthopedic EuroTop purchased by Mr. [redacted] has a 12 year, non-prorated warranty. See Limited Warranty Service Policy & Mattress Care Guide for details (Copy attached as Exhibit A). 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.

OMF Return Policy / Comfort Policy

The Original Mattress Factory does not accept returns on upholstered products of which prior use has been made in any manner whatsoever. We adhere to the Pennsylvania State Law (Act number 249 of the Pennsylvania Bedding and Upholstery Law) regarding upholstered bedding products. We strictly adhere to the law with the primary purpose of protecting our customers from the possibility of receiving a used mattress and/or box spring.

While we do not accept returns or exchanges, we have offered Mr. [redacted] the option to replace his mattress under our comfort policy.The policy states that in the unusual situation where a customer has a non-warranty related issue, such as comfort, we will try to work with the customer to help address the issue of the customer having made an incorrect selection.

Mr. [redacted] has the option to reselect another mattress from our line within the first year of purchase. He would be responsible for the following: 25% of the less expensive mattress only price, any applicable transportation costs and any applicable retail up-charges (if you select a more expensive mattress). The mattress being replaced can either be donated by the customer to a legitimate charitable organization (proof of donation to be submitted to us) or disposed of by The Original Mattress Factory. Please note this option will be available to Mr. [redacted] until February 16,2014, one year from the date of delivery.

Remedy

In the Limited Warranty Service Policy & Mattress Care Guide that was given to Mr. [redacted] on the day of purchase, it explains what items are covered by the limited warranty. We have conducted an in home inspection and determined that Mr. [redacted]’s issue does not appear to be warranty related, but appears to be a comfort issue. However, in an effort to resolve this issue, The Original Mattress Factory is willing to bring the mattress back to the factory and take it apart to inspect every layer to ensure that there are no defects and that the materials and construction are correct. We would prefer that Mr. [redacted] be present for this inspection so that he too could verify that all was in order. If Mr. [redacted] agrees to be present, we will waive all pick-up, redelivery and labor fees associated with this transaction. Without question should we discover that there is a manufacturing or material defect, we will repair or replace the material at our option, free of charge. 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.

Should the inspection verify that Mr. [redacted]’s mattress is free from warranty defects, we would then discuss with Mr. [redacted] the options available under our comfort policy. At that point, Mr. [redacted] can decide to either reselect a different mattress, taking advantage of our comfort policy, or he can have the current bed brought back to his home.

Please let me know whether Mr. [redacted] is willing to permit the factory inspection. If any questions or concerns arise, please feel free to call me at ###-###-####.

Sincerely,

[redacted] - Vice President

[redacted] - Vice President The Original Mattress Factory

Review: I purchased a [redacted] and box spring for $1199.00 on Jan 30th of this year. After three months the quality of the mattress decreased significantly. I phoned to complain and Tim M[redacted] and another gentleman came to my house to measure the body impression which, if more than 1 1/2 inches, is covered in the warranty.

I was not told the size of the impression. But what I was told was that 1) they don't do returns, 2) the type of wear on the bed is normal after only 5 months because "this is our softest mattress" and 3) that they will send the mattress back to the factory but cannot guarantee it will suit our comfort needs.

Unsatisfied with this response I called David C[redacted] the partner of sales. He said the same thing as Tim M[redacted] calling my problem a "comfort preference" and reiterating that the quality of the mattress is good and I made a poor choice.

My main concern is that it seems unethical to sell a mattress based on how it feels in the showroom, giving promise of at least 10 years of use, when in reality it lasts maybe five months due to "body impressions." I am very disgruntled that I am being blamed for what I see as a flaw in their mattress design.

I spent over 30 minutes lying on the mattress on three different occasions as did my husband. We were not together on each visit. I have turned and flipped the mattress above their recommendations. I am not obese and I did not allow my 4 year-old to jump on the bed. David did explain their "comfort and size replacement policy." He even called back after we hung up to let me know getting another bed may only cost $200.

We invested a lot of money and time in this choice and are therefore unwilling to further negotiate anything other than a refund. The company says the factory won't help solve our "comfort issue" and the comfort replacement policy isn't satisfactory because the store has a limited amount of beds for sale and the one we chose was the only one we both liked.Desired Settlement: As I mentioned above, we are placing this complaint requesting a full refund. Regardless of the outcome of this complaint my husband and I agreed we will be discarding the mattress and purchasing another from a store that has a return policy and better customer service. I told as much to David C[redacted] and because I was unsatisfied with his response I placed this complaint.

Business

Response:

Dear Ms. [redacted]: I am in receipt of your letter dated 8/19/2015 regarding Mrs. [redacted]. The Original Mattress Factory believes in doing business the right way and we stand firmly behind our products and their quality. On those few occasions when a situation does arise, we do our best to resolve any issues and strive for the win - win solution. These efforts have allowed us to maintain our A+ rating with the Revdex.com. We have thoroughly reviewed all documentation regarding our correspondence with Mrs. [redacted] since her initial purchase on January 30, 2015 and we feel that we have been more than fair in this situation. As Mrs. [redacted] stated, they came to our store multiple times and worked with two of our sales associates: [redacted] and [redacted], both of whom are well versed in talking to our customers about mattress care, our comfort exchange policy and return policy. These items are pointed out in our warranty card at time of purchase. We also talk about many other potential issues such as center support in the frame system, height of the bed (whether low profile box springs may be necessary), how and when to flip and rotate our mattresses, etc. When Tim M[redacted] and [redacted] went to Mrs. [redacted]'s house they measured body impression of less than a quarter of an inch. The mattress looked new. A warranty claim can be made when the body impression is over one and one half inches per the warranty booklet. The only question that Tim and Willie were asked was if the wear on the mattress looked normal. They told her that it did look normal and then explained that the mattress could be picked up and brought back to the factory to be opened and each material would be inspected to ensure that there were no defects and that the materials and construction were correct. The customer is also welcome to be present when we do this. The customer was also told briefly about the comfort policy and that we don't want our customers to be stuck with a mattress that they don't like. When the customer called back and talked to David C[redacted] the warranty policy and comfort policy were reviewed again . The customer was told that a body impression will occur with any mattress that has this much padding. Ms. [redacted] was also told that we would be happy to inspect the mattress with her here so that if there is a defect it could be fixed. However, if it is a normal impression that changing the padding would be a short term fix and a normal contouring of the materials will occur again. David also told [redacted] about the comfort policy in which [redacted] may select another mattress and pay just 25% of the lower priced mattress plus the price difference for a more expensive model. One mattress that is similar to the one she has but a little less padding cost $839.00. With this policy there would be a charge of $209.75. With tax and delivery (if necessary) this would total $265.87. This policy was reinforced since the customer made comment about getting rid of this mattress and buying another somewhere else. Knowing the lack of quality in the marketplace and the frequent occurrence of body impressions in the industry the comfort policy was presented as a great option. It was also mentioned that this model does not have a history of defects and that it has been in production for over ten years. For the protection of the consumer, The Original Mattress Factory sells only new bedding products with all new materials. Therefore, we do not accept returns or exchanges on upholstered bedding products including, but not limited to mattresses, box springs, pillows, sheets, mattress pads, covers and protectors. This position is clearly stated on signs displayed on our sales desks, in the warranty card, on our website and on the back of the invoice the customer received at the time of purchase. Copies of the sign, back of invoice and warranty card are enclosed for your reference. One of the key functions of an Original Mattress Factory retail showroom is to allow customers to try out different mattresses 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 mattresses in person since we do not accept returns or exchanges and because comfort is an individual preference. We take pride in our products, the people who work for us and our nine point Philosophy based on integrity that guides our business. We have a strong reputation for quality and service and more than half of our business comes from repeat customers or referrals, so there is no incentive for us to be unethical with our customers as was referenced in the letter. The Original Mattress Factory works hard, and incurs additional costs versus other retailers, to replace our floor models at regular intervals around roughly 6-8 months to ensure that they are well presented. We follow strict guidelines in the production of our products and as demonstrated to Ms. [redacted] are willing to stand behind our product to demonstrate that everything is in order. We feel that we have provided several options in an effort to resolve this issue for Ms. [redacted]. If you need any further information please do not hesitate to contact me. Sincerely, Tim M[redacted], V.P. David C[redacted], V.P.

Review: My husband and I purchased a mattress from the [redacted] store several weeks ago. When it arrived at our home and was set up by the delivery personnel, I noticed it had spots on it. They tried to clean the spots, but they didn’t come off. I called the factory on [redacted] in Richmond and asked [redacted] to replace the entire mattress, but Jim refused. I pointed out that ripping and re-sewing the fabric would compromise the integrity of the mattress fabric, but he still refused to replace the entire mattress because “it has been in [our] house” and cannot be resold. Because we paid a lot of money for a NEW mattress, we felt we should get a NEW mattress made with NEW materials – not a refurbished mattress. I feel like this company is taking advantage of us as we are elderly citizens.Desired Settlement: We would like to have what we paid for - a NEW mattress. NOT a refurbished mattress!

Business

Response:

Dear [redacted]I apologize for the lateness of this letter in response toyour letter regarding case ID #[redacted], [redacted].[redacted] were taking advantage of our comfortwarranty, which stats that after purchase and within one year if the mattressyou purchase so too soft or too firm you can change it out one time for adifferent mattress that you think will be more comfortable to you. You do haveto pay 25 present of the cost of the new mattress, if it is more expensive thanwhat you originally purchased, the difference in cost.When the new mattress was delivered the [redacted] noticed twosmall ink spots on the mattress. The delivery drivers then called me after theycould not clean the spots on site. I talked to [redacted] and apologized for theinconvenience and told her that we would take the mattress back to our factoryand clean the spots and, if they would not come clean, replace the quiltedpanel with a clean quilted panel. [redacted] then expressed her concerns for thefact that we would take the mattress apart that she was concerned that themattress would be weakened by that process. I tried to assure her that itwouldn’t and ,in fact, we take a mattress and box spring from every day’sproduction schedule apart to check to ensure that the quality is correct. Weput them back together and they are perfectly fine.At this point [redacted] got on the phone and said that hedidn’t want a mattress that was re sewn because he felt that the mattress wouldbe weaker. At this point if I had another mattress to bring to them that day Iwould have done it. Unfortunately the mattress that the [redacted] had purchasedwas a special order with edge supports added. The production crew had left bythis time, so I could not make another mattress that day. [redacted] then told hiswife that he didn’t feel that we were going to do anything for them and hedidn’t want us to take the mattress out of the house. He told the delivery menthat he was going to clean the mattress himself.That is the last we heard until we received your letterabout the complaint that had been filed. I then called [redacted] and apologizedfor not being clear with what we could do. I then told him that we wouldreplaced his mattress if we needed to. He asked if it was alright to wait untilafter the holidays to do the switch out and I said that was fine.If you need further information please do not hesitate tocontact me.[redacted], the Original Mattress Factory

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

Thank you for your help. I read [redacted] reply and most of it is true. We had no problem with the parts that are true. He failed to say that we told them they could take the mattress with them and bring us another one at a later date but we did not want this mattress back. We had our mattress that was originally on our bed plus the one they were replacing. We also have 2 other beds we could sleep in. Our problem was we had paid for a new mattress and we wanted a new one without any flaws. He kept saying he could not take it back because it had been in my house. I would bet my house is cleaner than the factory that made the mattress.He did call us after being contacted by you all and did act completely different to us, which we appreciated very much. We asked that he wait until after the first of the year because my husband was having surgery. We have not talked to [redacted] any more but hope to talk to him soon.

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,