April 11, Ms [redacted] ***Cincinnati Revdex.comWest 7th Street Ste1600Cincinnati, Oh Re: Case # [redacted] Dear Ms***: I am in receipt of the response from Ms [redacted] dated 4/10/ 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 solutionThese efforts have allowed us to maintain our A+ rating with the Revdex.comIn 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 (See enclosed examples)We further make a point to review these policies with each customer at the time of purchase We have thoroughly reviewed all documentation regarding our correspondences with Ms [redacted] since her initial purchase on September, 1st, and feel that we have stood behind our warranty regarding this product In response to Ms [redacted] ’s concerns as stated in her message dated 4/5/2017: Ms [redacted] ’s mattress was inspected at our factory facility to ensure that the proper components were used and that there were no issues in the manufacture of the mattressUpon inspection, the mattress contained all the correct components and was built to proper specificationsThere was nothing noted in the inspection that needed to be repaired in any wayMs [redacted] states that it feels as if someone has slept in the mattress beforeOriginal Mattress Factory only sells new, factory fresh products and does not resell or refurbish used bedding productsMs [redacted] states that after a few weeks body impressions began to appear on her mattressMs [redacted] chose one of the most heavily padded mattresses that we sellSome compression of the padding is and if the impressions become more than ½ inches deep (as stated by our limited warranty), Original Mattress Factory reserves the right to repair or replace the mattressAs observed when performing the factory inspection, an impression of approximately ½” was observed and notedMs [redacted] states that the mattress delivered to her was unlike the one in the showroomAt Original Mattress Factory we adhere to a strict set of specifications when building mattressesAs a result of Federal Fire regulations that each mattress manufacturer is required to meet, there cannot be deviations in the materials used to build specific models of mattressesThus, the mattress that Ms [redacted] tried in the showroom at our Western Hills store is made with the exact components as the one that was delivered to her homeMs [redacted] states that she was told that her mattress would be sprayed with bed bug sprayAt Original Mattress Factory we employ an alcohol-based sanitizing spray called SteriFab that is used to sterilize any mattress that comes back into our factory for an inspectionThe spray is applied in an area that is separated from our manufacturing area where the inspection is carried outThe mattress is then allowed to dry before it is taken to the inspection areaAs for refunding Ms [redacted] ’s money, Original Mattress Factory (as stated in the limited warranty, on the customer receipt, on a sign on each sales desk, and on the signed delivery copy) does not accept returns or exchanges on upholstered bedding products, including, but not limited to mattresses, box springs, pillows, sheets, mattress pads, covers and protectorsThe complaints that Ms [redacted] outlines in her Revdex.com statement mainly revolve around the comfort of the mattressComfort is a subjective assessment and is not covered under the Original Mattress Factory warranty (see #in “Items Not Covered By Our Warranty”)We feel that we have stood behind our product and have evaluated Ms [redacted] ’s concerns about a warranty defect by conducting an extensive factory inspection which revealed no warranty issuesMs [redacted] retains her option to exercise a Comfort Replacement until 9/03/as outlined in the Original Mattress Factory limited warrantyThe Comfort Replacement policy states “The original purchaser may, within one year for comfort issues and days for a change in size, tender the original product to us or provide us with a receipt showing the product has been donated to a legitimate charitable organizationWe will then provide the customer with a replacement mattress and/or box spring from our current model selection for a replacement fee of (25% for comfort or 50% for size preference issues) of the list price of the lowest priced selected modelIn addition, when the customer selects a new model that is more expensive than the originally selected model, the customer will be responsible for the difference between the cost of the model originally selected and the newly selected modelThe customer is responsible for all applicable piand deliver fees.” (See attached copy of Original Mattress Factory Limited WarrantyWe take pride in our products, the people who work for us and our nine point Philosophy based on integrity that guides our businessWe 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 deceive Ms [redacted] We feel that we have stood behind our product and have evaluated Ms [redacted] ’s concerns about a warranty defect by conducting an extensive factory inspection If you need any further information or would like to discuss this further, please do not hesitate to contact meSincerely, Phil W***The Original Mattress Factory
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. 1) Our new mattress does not have proper shock absorption, waking the other person up with every turn and is not any better after repair, it feels like someone else has already spelt in it before. 2) Only after a few weeks of sleeping on the mattress there were two body impressions with a hump in the middle of our king size bed. (see pictures)3) Our new mattress was not like the one we lied on in the showroom.4) We were told that our repaired mattress would have to be sprayed with bed bug spray in a room away from any other material in the factory. Our mattress shown in the pictures from OMF with new material in the back ground. I was told that OMF do not replace or do returns for safety reasons. If I would have known that my new mattress did not have a real warranty, I would have never purchase it from OMF. 5) I want my money back so I can purchase a new mattress set from a different dealer. The mattress is very poor quility for the price I paid for it. Regards, [redacted]
April 11, 2017 Ms. [redacted]Cincinnati Revdex.com7 West 7th Street Ste. 1600Cincinnati, Oh 45202 Re: Case # [redacted] Dear Ms. [redacted]: I am in receipt of the response from Ms. [redacted] dated 4/10/2017. 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. 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. (See enclosed examples). We further make a point to review these policies with each customer at the time of purchase. We have thoroughly reviewed all documentation regarding our correspondences with Ms. [redacted] since her initial purchase on September, 1st, 2016 and feel that we have stood behind our warranty regarding this product. In response to Ms. [redacted]’s concerns as stated in her message dated 4/5/2017: Ms. [redacted]’s mattress was inspected at our factory facility to ensure that the proper components were used and that there were no issues in the manufacture of the mattress. Upon inspection, the mattress contained all the correct components and was built to proper specifications. There was nothing noted in the inspection that needed to be repaired in any way. Ms. [redacted] states that it feels as if someone has slept in the mattress before. Original Mattress Factory only sells new, factory fresh products and does not resell or refurbish used bedding products. Ms. [redacted] states that after a few weeks body impressions began to appear on her mattress. Ms. [redacted] chose one of the most heavily padded mattresses that we sell. Some compression of the padding is normal and if the impressions become more than 1 ½ inches deep (as stated by our limited warranty), Original Mattress Factory reserves the right to repair or replace the mattress. As observed when performing the factory inspection, an impression of approximately ½” was observed and noted. Ms. [redacted] states that the mattress delivered to her was unlike the one in the showroom. At Original Mattress Factory we adhere to a strict set of specifications when building mattresses. As a result of Federal Fire regulations that each mattress manufacturer is required to meet, there cannot be deviations in the materials used to build specific models of mattresses. Thus, the mattress that Ms. [redacted] tried in the showroom at our Western Hills store is made with the exact components as the one that was delivered to her home. Ms. [redacted] states that she was told that her mattress would be sprayed with bed bug spray. At Original Mattress Factory we employ an alcohol-based sanitizing spray called SteriFab that is used to sterilize any mattress that comes back into our factory for an inspection. The spray is applied in an area that is separated from our manufacturing area where the inspection is carried out. The mattress is then allowed to dry before it is taken to the inspection area. As for refunding Ms. [redacted]’s money, Original Mattress Factory (as stated in the limited warranty, on the customer receipt, on a sign on each sales desk, and on the signed delivery copy) does not accept returns or exchanges on upholstered bedding products, including, but not limited to mattresses, box springs, pillows, sheets, mattress pads, covers and protectors. The complaints that Ms. [redacted] outlines in her Revdex.com statement mainly revolve around the comfort of the mattress. Comfort is a subjective assessment and is not covered under the Original Mattress Factory warranty (see #3 in “Items Not Covered By Our Warranty”). We feel that we have stood behind our product and have evaluated Ms. [redacted]’s concerns about a warranty defect by conducting an extensive factory inspection which revealed no warranty issues. Ms. [redacted] retains her option to exercise a Comfort Replacement until 9/03/2017 as outlined in the Original Mattress Factory limited warranty. The Comfort Replacement policy states “The original purchaser may, within one year for comfort issues and 60 days for a change in size, tender the original product to us or provide us with a receipt showing the product has been donated to a legitimate charitable organization. We will then provide the customer with a replacement mattress and/or box spring from our current model selection for a replacement fee of (25% for comfort or 50% for size preference issues) of the list price of the lowest priced selected model. In addition, when the customer selects a new model that is more expensive than the originally selected model, the customer will be responsible for the difference between the cost of the model originally selected and the newly selected model. The customer is responsible for all applicable pick-up and deliver fees.” (See attached copy of Original Mattress Factory Limited Warranty. 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 deceive Ms. [redacted]. We feel that we have stood behind our product and have evaluated Ms. [redacted]’s concerns about a warranty defect by conducting an extensive factory inspection. If you need any further information or would like to discuss this further, please do not hesitate to contact me. Sincerely, Phil W[redacted]The Original Mattress Factory
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.OMF limited warranty, on the customer receipt, on a sign on each sales desk, and on the signed delivery copy) Original Mattress Factory does not accept returns or exchanges on upholstered bedding products, including, but not limited to mattresses, box springs, pillows, sheets, mattress pads, covers and protectors. I was told that I have a 12 limited warranty. OMF Does Not Accept Returns or Exchanges, that is their warranty. OMF manager says that there are signs everywhere about their warranty. Then why was I told that I have a 12 year warranty if they don't except returns or exchanges, I want my money back then. In order to get a replacement mattress I will have to donate my new mattress to a charity and then pay OMF $500.00 more to get another mattress, are you kidding me? This company does not stand behind their warranty. Within three weeks my brand new mattress had two body impressions, pretty deep. I am 5'7 and 150lbs. OMF gave a peace of foam after I complained about the hump in the middle of my new mattress. I was NOT told that I could've added extra coils to the edge of my mattress so the sides would not brake down so quickly, which they did. OMF said that they added the extra coils when they took my mattress in for repair and charged me $20.00 more to do so. If the manager did not think that my new mattress had anything wrong with it, why did he want to take it back to the factory for repair? After the so called repair I am still not happy with my new bed that I paid over two thousand dollars after tax. I would not recommend OMF because they do not stand behind their 12 year warranty. I was told by one of the managers that I am stuck with it now, he said that there is nothing else they could do for me. We bought OMF Orthopedic Euro Top 9/1/2016, their top of the line because of my back problems. The bed that we tried in the showroom was firm and soft and it felt great, my new mattress is nothing like the one in the showroom. My back hurts more now than it ever did because of the poor innerspring support and lack of shock absorption and the expected quality is just not there, this leads to a poor nights sleep. This bed would never make to the 12 years. OMF refused to give me my money back. What kind of warranty is that? I am going to spend my hard earned money somewhere else, other than Original Mattress Factory. AVOID!
Regards,
[redacted]
June 23, 2015 Ms. [redacted]
[redacted]
[redacted]
[redacted] Dear Ms. [redacted]: 1 am in receipt of your letter dated June 21, 2015 regarding Mr. [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 correspondences with Mr. [redacted] since his initial purchase on December 17, 2013 and feel we have been more than fair in this situation. Our records indicate the following: 2/28/15 Mr, [redacted] contacted our Eastgate store location and spoke with Rich Leimbach our store manager. Mr. [redacted] reported that his mattress had approximately 3/8" of body impression and that his wife was rolling toward the middle of the mattress, Mr. Leimbach discussed guidelines of the warranty with Mr. [redacted] who expressed his desire to have our customer service manager, Mike [redacted], come to his home and inspect the mattress. 3/3/15 Mr. [redacted] left a message for Mr. [redacted]. 3/4/15 Mr. [redacted] returned the call and set up an appointment time for March 7, 2015 to have the mattress inspected in his home. 3/7/15 Mr. [redacted] traveled to the home of Mr. [redacted] and inspected the mattress. The mattress had no visible defects and measured less than 1" of body impression. As stated in the Original Mattress Factory warranty, body impressions of less that 1 V2"are not covered by the warranty. Mr. [redacted] explained the warranty to Mr, [redacted] and also explained that Original Mattress Factory could bring the bed to the factory for an inspection and that we would encourage him to be present for the inspection. Mr. [redacted] also explained the difference between a defect which is covered under the warranty and comfort which is subjective and not covered under the warranty. Mr. [redacted] opted for the inspection but declined to be present when the inspection took place. Mr. [redacted] agreed to have the mattress picked up at no charge on March 31, 2015. Mr. [redacted] also notified Mr. [redacted] that Original Mattress Factory would extend the Comfort Adjustment Policy and allow him 30 days to decide if he wanted to take advantage of this policy, 3/31/15 The mattress was picked up at the [redacted] residence and transported to the Original Mattress Factory in Fairfield. 4/1/15 The mattress was inspected by [redacted], production supervisor at Original Mattress Factory. Mr. [redacted] found the mattress to be free of defects in workmanship and materials and to have body impressions of less than 1". 4/2/15 The mattress was delivered back to Mr. [redacted] at no charge to him and Mr. [redacted] called Mr. [redacted] to explain the findings of the inspection. 6/21/15 [redacted] Sales and Marketing Partner for The Original Mattress Factory, received Revdex.com complaint via email for Mr. [redacted]. 6/25/15 [redacted] and [redacted], local partners at The Original Mattress Factory in Cincinnati, contacted Mr. [redacted] to discuss his concerns and what has been done to date in an attempt to address these concerns. In response to Mr. [redacted]'s concerns about the comfort and quality of his mattress, we have done the following to date: 1. Mike [redacted] went to Mr. [redacted]'s residence to inspect the mattress to ensure that the product was free from any obvious defects and that it was the correct product. 2. We provided no charge transportation to and from Mr. [redacted]'s home for the inspection of his mattress. 3. We offered to replace the mattress under our comfort adjustment policy. This option was available to Mr. [redacted] until April 30, 2015. In the unusual situation where a customer has a non-warranty issue related to personal comfort preferences, we offer a one-time replacement option. The original purchaser may, within one (1) year of the date of delivery with the proof of purchase, tender the original product to us for disposal or provide us with a receipt showing that the product has been donated to a legitimate charitable organization. We will then provide the customer with a replacement mattress and/or box spring from our current model selection for a replacement fee of 25% of the list price of the lower priced selected model for comfort issues. We will absorb 75% of the list price to assist the customer who made a selection mistake. In addition, the customer will be responsible for the difference between the cost of the model originally selected and the newly selected model. The customer is also responsible for all applicable pick-up and delivery fees. 4. 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 mattress purchased by Mr. [redacted] has a 12 year, non-prorated warranty. See Limited Warranty Service Policy & Mattress Care Guide for details. Please understand that comfort is not guaranteed and that it is up to each individual to select a product that is the right comfort choice for them. To ensure our compliance with this warranty, we brought Mr. [redacted]'s mattress back to the factory, took it apart and inspected each material to ensure that there were no defects and that the materials and construction were correct. We invited Mr. [redacted] to be present for this inspection so that he too could verify that all was in order. Without question had we discovered that there was a manufacturing or material defect, we would have repaired or replaced the material at our option.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. As part of the proposed remedy, the customer asked "to speak to someone in upper management" and more specifically to talk to [redacted] or [redacted] regarding this situation. Please understand that neither Ron nor [redacted] have any day to day responsibility in the Cincinnati operation. That being said, on June 25, 2015 both [redacted] and [redacted] local partners for The Original Mattress Factory in Cincinnati, called Mr. [redacted]'s to discuss his complaint, Mr. [redacted] and Mr. [redacted] reviewed the chain of events including the in home inspection of his mattress, factory inspection of the mattress, and results of the inspections which found that the mattress was free of defects in workmanship/ materials and within specifications. Mr. [redacted] stated that we will have to "agree to disagree" and explained to us that he would be posting on his Facebook page to all of this friends not to buy from Original Mattress. We feel that we have provided several options in an effort to resolve Mr. [redacted]'s issue. We have taken steps to stand behind our product and have addressed this situation in a consistent manner with our Philosophy and Mission Statement. If you need any further information please do not hesitate to contact me. Sincerely, [redacted] The Original Mattress Factory(Please see the attached original response/paperwork)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
My original complaint stands. This is a nonstandard size shorter than other mattresses and boxsprings. I was not told this when I bought the boxspring. I cannot use it. I am out the money I spent on their product. They caused me damages and did not represent their products accurately in relation to their competition.
Regards,
[redacted]
Ms. [redacted]Cincinnati Revdex.com7 West 7th Street Ste. 1600Cincinnati, Oh 45202Re: Case # [redacted]Dear Ms. [redacted]:I am in receipt of your letter dated March 28, 2017 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.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. (See enclosed examples). We further make a point to review these policies with each customer at the time of purchase. We have thoroughly reviewed all documentation regarding our correspondences with Ms. [redacted] since her initial purchase on September, 1st, 2016 and feel that we have stood behind our warranty regarding this product. Our records indicate the following:9/1/2016 Ms. [redacted] came into our Western Hills store and spoke with our store manager, S[redacted]. After trying several models of mattresses, Ms. [redacted] placed an order for a King sized Orthopedic EuroTop mattress and box spring set. (See attached copy of original invoice).9/3/2016 The Original Mattress Factory delivered the mattress and box springs to Ms. [redacted]’s residence. (See attached copy of signed delivery copy).9/9/2016 Mrs. [redacted] called the Western Hills store and spoke to sales associate, Tim M[redacted], and reported that the mattress didn’t feel like the one that she tried in the showroom. She reported that her mattress felt much softer. Mr. M[redacted] informed Ms. [redacted] that she did select one of our most heavily padded mattresses and that all Orthopedic mattresses use the same supportive innerspring. Ms. [redacted] voiced her concern that her mattress was not made correctly.9/10/2016 Mr. R[redacted] spoke with Ms. [redacted] and explained that the mattress was new and may take some time for her to adjust to a new sleeping surface. Ms. [redacted] agreed to try and would report back.1/25/2017 Ms. [redacted] called the Western Hills store and reported to S[redacted] that the mattress felt “too firm”. Mr. [redacted] ordered a piece of super soft 1” foam to be given to Ms. [redacted] at no charge.1/28/2017 Ms. [redacted] picked up the foam piece from the Western Hills store.1/31/2017 Ms. [redacted] called the Western Hills store and spoke to sales associate, Pam [redacted]. Ms. [redacted] reported that she feels that there is something wrong with her mattress as she has developed a ridge in the middle of the mattress. Ms. [redacted] attempted to explain to Ms. [redacted] that she purchased the most heavily padded mattress and that body impressions are considered a normal pattern of wear. Ms. [redacted] requested that customer service manager, Mike R[redacted] call her to discuss.2/1/2017 Mike R[redacted], customer service manager, called Ms. [redacted] and she reported that the mattress had developed some impressions. Mr. R[redacted] set up a time to perform an in home inspection of the mattress on 2/3/2017.2/3/2017 Mike R[redacted] travelled to Ms. [redacted]’s home and inspected the mattress. Ms. [redacted] was concerned that her sheets didn’t fit and Mr. R[redacted] measured the mattress and determined that it was in fact the correct size. Ms. [redacted] contended that Original Mattress Factory used the wrong innerspring in the construction of her bed. Mr. R[redacted] said that using the wrong innerspring was highly unlikely but that we could perform a factory inspection to determine correct components. Mr. R[redacted] also observed no noticeable impressions while measuring the width and length of the mattress. Ms. [redacted] reported to Mr. R[redacted] that she and her husband felt as if they are “sinking into the bed”. Mr. R[redacted] reiterated that they had purchased one of our most heavily padded mattresses. Ms. [redacted] also stated that she had not been informed of the cylinder edge supports so Mr. R[redacted] explained that they could be installed during the factory inspection and that the cost would be $20 plus tax for installation in all perimeter coils. Ms. [redacted] told Mr. R[redacted] that her husband may take the mattress “cut it open and leave it at the store”. Ms. [redacted] became upset at this point and requested to speak with Mr. R[redacted]’ superior.2/6/2017 Phil W[redacted] called Ms. [redacted] as requested. Ms. [redacted] said that she felt the mattress wasn’t constructed properly and that she and her husband were sinking into the mattress. Mr. W[redacted] informed Ms. [redacted] that Original Mattress Factory would gladly perform a factory inspection to ensure that her mattress was built correctly and contained the correct components or that she could exercise the Comfort Replacement policy as outlined in the Limited Warranty. Ms. [redacted] said that she would like to have the bed inspected at the factory. Mr. W[redacted] told Ms. [redacted] that Mike R[redacted] would follow up to schedule a time for inspection. 2/8/2017 Mike R[redacted] left messages for Ms. [redacted] on 2/8, 2/9, 2/10.2/14/2017 Ms. [redacted] called Mr. R[redacted] and informed him that 2/16 would be an acceptable date for inspection but that neither she nor her husband would be present for the inspection. Mr. R[redacted] invited her again to attend the inspection as this was an opportunity to see how the bed was constructed, she declined.2/16/2017 Original Mattress Factory picked up the mattress from the home of Ms. [redacted]. Mattress was transported to the factory location in Fairfield. Plant supervisor, Wes S[redacted] inspected the mattress. Following inspection, mattress was found to be free of any warranty defects, contained all the appropriate components and was made to product specifications. Per earlier discussion with Ms. [redacted], foam cylinder edge supports were added to the mattress. (See attached series of photos which show Ms. [redacted]’s mattress being taken apart, inspected, foam cylinders added, and reassembled). Mattress was then delivered back to the [redacted] residence the same day with no charge for transportation.2/21/2017 Mrs. [redacted] called and spoke with David S[redacted] Ms. [redacted] reiterated her concerns that the bed wasn’t built correctly, her sheets wouldn’t fit, and that she and her husband were sinking into the mattress. Mr. S[redacted] explained to Ms. [redacted] that we had inspected the bed and found no defects and very little impression (1/2” on one side). We added the cylinder edge supports as she requested and performed a complete inspection. She could exercise the Comfort Replacement policy as outlined in the Original Mattress Factory Limited Warranty. Ms. [redacted] said she would not spend any additional money. Ms. [redacted] again said that her husband “may cut the mattress open and drop it off at your store”. Mr. S[redacted] advised against illegally dumping the product at the store. He explained to her that this appeared to be a comfort issue with the amount of padding in the mattress she chose and the only recourse is to utilize the comfort adjustment policy to find a bed that better suited her needs.3/28/2017 The Original Mattress Factory was notified by the Cincinnati Revdex.com that Ms. [redacted] had filed a complaint.In response to Ms. [redacted]’s concerns about her mattress, we have done the following to date:Mike R[redacted] went to Ms. [redacted]’s residence to inspect the mattress to ensure that the product was free from any obvious warranty defects and that it measured correctly through an in-home product inspection. Provided a piece of 1” super soft foam (a $50 value) free of charge.Picked up the mattress at Ms. [redacted]’s residence and transported to factory for inspection, free of charge.Inspected the mattress at our Fairfield Factory and found no warranty issues. Installed cylinder edge supports in mattress per customer request. (See attached photos).Delivered mattress back to [redacted] residence same day as inspection free of charge.Offered Ms. [redacted] the opportunity to replace her mattress with another model per our Comfort Replacement policy. “The original purchaser may, within one year for comfort issues and 60 days for a change in size, tender the original product to us or provide us with a receipt showing the product has been donated to a legitimate charitable organization. We will then provide the customer with a replacement mattress and/or box spring from our current model selection for a replacement fee of (25% for comfort or 50% for size preference issues) of the list price of the lowest priced selected model. In addition, when the customer selects a new model that is more expensive than the originally selected model, the customer will be responsible for the difference between the cost of the model originally selected and the newly selected model. The customer is responsible for all applicable pick-up and deliver fees.” (See attached copy of Original Mattress Factory Limited Warranty).Ms. [redacted] in her complaint mentioned paying the fee associated with the Comfort Replacement policy but downgrading in quality. To clarify, all Orthopedic mattresses are manufactured using the same high-quality innerspring unit. The difference between Orthopedic models is the type and amount of padding used. Ms. [redacted] would not be sacrificing quality by choosing another Orthopedic model just changing the level of comfort.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 deceive Ms. [redacted]. The complaints that Ms. [redacted] outlines in her Revdex.com statement mainly revolve around the comfort of the mattress. Comfort is a subjective assessment and is not covered under the Original Mattress Factory warranty. We feel that we have stood behind our product and have evaluated Ms. [redacted]’s concerns about a warranty defect by conducting an extensive factory inspection. If you need any further information or would like to discuss this further, please do not hesitate to contact me.Sincerely,Phil W[redacted]The Original Mattress Factory
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
1) Our new mattress does not have proper shock absorption, waking the other person up with every turn and is not any better after repair, it feels like someone else has already spelt in it before. 2) Only after a few weeks of sleeping on the mattress there were two body impressions with a hump in the middle of our king size bed. (see pictures)3) Our new mattress was not like the one we lied on in the showroom.4) We were told that our repaired mattress would have to be sprayed with bed bug spray in a room away from any other material in the factory. Our mattress shown in the pictures from OMF with new material in the back ground. I was told that OMF do not replace or do returns for safety reasons. If I would have known that my new mattress did not have a real warranty, I would have never purchase it from OMF. 5) I want my money back so I can purchase a new mattress set from a different dealer. The mattress is very poor quility for the price I paid for it. Regards,
[redacted]
April 11, Ms [redacted] ***Cincinnati Revdex.comWest 7th Street Ste1600Cincinnati, Oh Re: Case # [redacted] Dear Ms***: I am in receipt of the response from Ms [redacted] dated 4/10/ 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 solutionThese efforts have allowed us to maintain our A+ rating with the Revdex.comIn 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 (See enclosed examples)We further make a point to review these policies with each customer at the time of purchase We have thoroughly reviewed all documentation regarding our correspondences with Ms [redacted] since her initial purchase on September, 1st, and feel that we have stood behind our warranty regarding this product In response to Ms [redacted] ’s concerns as stated in her message dated 4/5/2017: Ms [redacted] ’s mattress was inspected at our factory facility to ensure that the proper components were used and that there were no issues in the manufacture of the mattressUpon inspection, the mattress contained all the correct components and was built to proper specificationsThere was nothing noted in the inspection that needed to be repaired in any wayMs [redacted] states that it feels as if someone has slept in the mattress beforeOriginal Mattress Factory only sells new, factory fresh products and does not resell or refurbish used bedding productsMs [redacted] states that after a few weeks body impressions began to appear on her mattressMs [redacted] chose one of the most heavily padded mattresses that we sellSome compression of the padding is and if the impressions become more than ½ inches deep (as stated by our limited warranty), Original Mattress Factory reserves the right to repair or replace the mattressAs observed when performing the factory inspection, an impression of approximately ½” was observed and notedMs [redacted] states that the mattress delivered to her was unlike the one in the showroomAt Original Mattress Factory we adhere to a strict set of specifications when building mattressesAs a result of Federal Fire regulations that each mattress manufacturer is required to meet, there cannot be deviations in the materials used to build specific models of mattressesThus, the mattress that Ms [redacted] tried in the showroom at our Western Hills store is made with the exact components as the one that was delivered to her homeMs [redacted] states that she was told that her mattress would be sprayed with bed bug sprayAt Original Mattress Factory we employ an alcohol-based sanitizing spray called SteriFab that is used to sterilize any mattress that comes back into our factory for an inspectionThe spray is applied in an area that is separated from our manufacturing area where the inspection is carried outThe mattress is then allowed to dry before it is taken to the inspection areaAs for refunding Ms [redacted] ’s money, Original Mattress Factory (as stated in the limited warranty, on the customer receipt, on a sign on each sales desk, and on the signed delivery copy) does not accept returns or exchanges on upholstered bedding products, including, but not limited to mattresses, box springs, pillows, sheets, mattress pads, covers and protectorsThe complaints that Ms [redacted] outlines in her Revdex.com statement mainly revolve around the comfort of the mattressComfort is a subjective assessment and is not covered under the Original Mattress Factory warranty (see #in “Items Not Covered By Our Warranty”)We feel that we have stood behind our product and have evaluated Ms [redacted] ’s concerns about a warranty defect by conducting an extensive factory inspection which revealed no warranty issuesMs [redacted] retains her option to exercise a Comfort Replacement until 9/03/as outlined in the Original Mattress Factory limited warrantyThe Comfort Replacement policy states “The original purchaser may, within one year for comfort issues and days for a change in size, tender the original product to us or provide us with a receipt showing the product has been donated to a legitimate charitable organizationWe will then provide the customer with a replacement mattress and/or box spring from our current model selection for a replacement fee of (25% for comfort or 50% for size preference issues) of the list price of the lowest priced selected modelIn addition, when the customer selects a new model that is more expensive than the originally selected model, the customer will be responsible for the difference between the cost of the model originally selected and the newly selected modelThe customer is responsible for all applicable piand deliver fees.” (See attached copy of Original Mattress Factory Limited WarrantyWe take pride in our products, the people who work for us and our nine point Philosophy based on integrity that guides our businessWe 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 deceive Ms [redacted] We feel that we have stood behind our product and have evaluated Ms [redacted] ’s concerns about a warranty defect by conducting an extensive factory inspection If you need any further information or would like to discuss this further, please do not hesitate to contact meSincerely, Phil W***The Original Mattress Factory
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. 1) Our new mattress does not have proper shock absorption, waking the other person up with every turn and is not any better after repair, it feels like someone else has already spelt in it before. 2) Only after a few weeks of sleeping on the mattress there were two body impressions with a hump in the middle of our king size bed. (see pictures)3) Our new mattress was not like the one we lied on in the showroom.4) We were told that our repaired mattress would have to be sprayed with bed bug spray in a room away from any other material in the factory. Our mattress shown in the pictures from OMF with new material in the back ground. I was told that OMF do not replace or do returns for safety reasons. If I would have known that my new mattress did not have a real warranty, I would have never purchase it from OMF. 5) I want my money back so I can purchase a new mattress set from a different dealer. The mattress is very poor quility for the price I paid for it. Regards, [redacted]
April 11, 2017 Ms. [redacted]Cincinnati Revdex.com7 West 7th Street Ste. 1600Cincinnati, Oh 45202 Re: Case # [redacted] Dear Ms. [redacted]: I am in receipt of the response from Ms. [redacted] dated 4/10/2017. 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. 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. (See enclosed examples). We further make a point to review these policies with each customer at the time of purchase. We have thoroughly reviewed all documentation regarding our correspondences with Ms. [redacted] since her initial purchase on September, 1st, 2016 and feel that we have stood behind our warranty regarding this product. In response to Ms. [redacted]’s concerns as stated in her message dated 4/5/2017: Ms. [redacted]’s mattress was inspected at our factory facility to ensure that the proper components were used and that there were no issues in the manufacture of the mattress. Upon inspection, the mattress contained all the correct components and was built to proper specifications. There was nothing noted in the inspection that needed to be repaired in any way. Ms. [redacted] states that it feels as if someone has slept in the mattress before. Original Mattress Factory only sells new, factory fresh products and does not resell or refurbish used bedding products. Ms. [redacted] states that after a few weeks body impressions began to appear on her mattress. Ms. [redacted] chose one of the most heavily padded mattresses that we sell. Some compression of the padding is normal and if the impressions become more than 1 ½ inches deep (as stated by our limited warranty), Original Mattress Factory reserves the right to repair or replace the mattress. As observed when performing the factory inspection, an impression of approximately ½” was observed and noted. Ms. [redacted] states that the mattress delivered to her was unlike the one in the showroom. At Original Mattress Factory we adhere to a strict set of specifications when building mattresses. As a result of Federal Fire regulations that each mattress manufacturer is required to meet, there cannot be deviations in the materials used to build specific models of mattresses. Thus, the mattress that Ms. [redacted] tried in the showroom at our Western Hills store is made with the exact components as the one that was delivered to her home. Ms. [redacted] states that she was told that her mattress would be sprayed with bed bug spray. At Original Mattress Factory we employ an alcohol-based sanitizing spray called SteriFab that is used to sterilize any mattress that comes back into our factory for an inspection. The spray is applied in an area that is separated from our manufacturing area where the inspection is carried out. The mattress is then allowed to dry before it is taken to the inspection area. As for refunding Ms. [redacted]’s money, Original Mattress Factory (as stated in the limited warranty, on the customer receipt, on a sign on each sales desk, and on the signed delivery copy) does not accept returns or exchanges on upholstered bedding products, including, but not limited to mattresses, box springs, pillows, sheets, mattress pads, covers and protectors. The complaints that Ms. [redacted] outlines in her Revdex.com statement mainly revolve around the comfort of the mattress. Comfort is a subjective assessment and is not covered under the Original Mattress Factory warranty (see #3 in “Items Not Covered By Our Warranty”). We feel that we have stood behind our product and have evaluated Ms. [redacted]’s concerns about a warranty defect by conducting an extensive factory inspection which revealed no warranty issues. Ms. [redacted] retains her option to exercise a Comfort Replacement until 9/03/2017 as outlined in the Original Mattress Factory limited warranty. The Comfort Replacement policy states “The original purchaser may, within one year for comfort issues and 60 days for a change in size, tender the original product to us or provide us with a receipt showing the product has been donated to a legitimate charitable organization. We will then provide the customer with a replacement mattress and/or box spring from our current model selection for a replacement fee of (25% for comfort or 50% for size preference issues) of the list price of the lowest priced selected model. In addition, when the customer selects a new model that is more expensive than the originally selected model, the customer will be responsible for the difference between the cost of the model originally selected and the newly selected model. The customer is responsible for all applicable pick-up and deliver fees.” (See attached copy of Original Mattress Factory Limited Warranty. 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 deceive Ms. [redacted]. We feel that we have stood behind our product and have evaluated Ms. [redacted]’s concerns about a warranty defect by conducting an extensive factory inspection. If you need any further information or would like to discuss this further, please do not hesitate to contact me. Sincerely, Phil W[redacted]The Original Mattress Factory
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.OMF limited warranty, on the customer receipt, on a sign on each sales desk, and on the signed delivery copy) Original Mattress Factory does not accept returns or exchanges on upholstered bedding products, including, but not limited to mattresses, box springs, pillows, sheets, mattress pads, covers and protectors. I was told that I have a 12 limited warranty. OMF Does Not Accept Returns or Exchanges, that is their warranty. OMF manager says that there are signs everywhere about their warranty. Then why was I told that I have a 12 year warranty if they don't except returns or exchanges, I want my money back then. In order to get a replacement mattress I will have to donate my new mattress to a charity and then pay OMF $500.00 more to get another mattress, are you kidding me? This company does not stand behind their warranty. Within three weeks my brand new mattress had two body impressions, pretty deep. I am 5'7 and 150lbs. OMF gave a peace of foam after I complained about the hump in the middle of my new mattress. I was NOT told that I could've added extra coils to the edge of my mattress so the sides would not brake down so quickly, which they did. OMF said that they added the extra coils when they took my mattress in for repair and charged me $20.00 more to do so. If the manager did not think that my new mattress had anything wrong with it, why did he want to take it back to the factory for repair? After the so called repair I am still not happy with my new bed that I paid over two thousand dollars after tax. I would not recommend OMF because they do not stand behind their 12 year warranty. I was told by one of the managers that I am stuck with it now, he said that there is nothing else they could do for me. We bought OMF Orthopedic Euro Top 9/1/2016, their top of the line because of my back problems. The bed that we tried in the showroom was firm and soft and it felt great, my new mattress is nothing like the one in the showroom. My back hurts more now than it ever did because of the poor innerspring support and lack of shock absorption and the expected quality is just not there, this leads to a poor nights sleep. This bed would never make to the 12 years. OMF refused to give me my money back. What kind of warranty is that? I am going to spend my hard earned money somewhere else, other than Original Mattress Factory. AVOID!
Regards,
[redacted]
June 23, 2015 Ms. [redacted]
[redacted]
[redacted]
[redacted] Dear Ms. [redacted]: 1 am in receipt of your letter dated June 21, 2015 regarding Mr. [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 correspondences with Mr. [redacted] since his initial purchase on December 17, 2013 and feel we have been more than fair in this situation. Our records indicate the following: 2/28/15 Mr, [redacted] contacted our Eastgate store location and spoke with Rich Leimbach our store manager. Mr. [redacted] reported that his mattress had approximately 3/8" of body impression and that his wife was rolling toward the middle of the mattress, Mr. Leimbach discussed guidelines of the warranty with Mr. [redacted] who expressed his desire to have our customer service manager, Mike [redacted], come to his home and inspect the mattress. 3/3/15 Mr. [redacted] left a message for Mr. [redacted]. 3/4/15 Mr. [redacted] returned the call and set up an appointment time for March 7, 2015 to have the mattress inspected in his home. 3/7/15 Mr. [redacted] traveled to the home of Mr. [redacted] and inspected the mattress. The mattress had no visible defects and measured less than 1" of body impression. As stated in the Original Mattress Factory warranty, body impressions of less that 1 V2"are not covered by the warranty. Mr. [redacted] explained the warranty to Mr, [redacted] and also explained that Original Mattress Factory could bring the bed to the factory for an inspection and that we would encourage him to be present for the inspection. Mr. [redacted] also explained the difference between a defect which is covered under the warranty and comfort which is subjective and not covered under the warranty. Mr. [redacted] opted for the inspection but declined to be present when the inspection took place. Mr. [redacted] agreed to have the mattress picked up at no charge on March 31, 2015. Mr. [redacted] also notified Mr. [redacted] that Original Mattress Factory would extend the Comfort Adjustment Policy and allow him 30 days to decide if he wanted to take advantage of this policy, 3/31/15 The mattress was picked up at the [redacted] residence and transported to the Original Mattress Factory in Fairfield. 4/1/15 The mattress was inspected by [redacted], production supervisor at Original Mattress Factory. Mr. [redacted] found the mattress to be free of defects in workmanship and materials and to have body impressions of less than 1". 4/2/15 The mattress was delivered back to Mr. [redacted] at no charge to him and Mr. [redacted] called Mr. [redacted] to explain the findings of the inspection. 6/21/15 [redacted] Sales and Marketing Partner for The Original Mattress Factory, received Revdex.com complaint via email for Mr. [redacted]. 6/25/15 [redacted] and [redacted], local partners at The Original Mattress Factory in Cincinnati, contacted Mr. [redacted] to discuss his concerns and what has been done to date in an attempt to address these concerns. In response to Mr. [redacted]'s concerns about the comfort and quality of his mattress, we have done the following to date: 1. Mike [redacted] went to Mr. [redacted]'s residence to inspect the mattress to ensure that the product was free from any obvious defects and that it was the correct product. 2. We provided no charge transportation to and from Mr. [redacted]'s home for the inspection of his mattress. 3. We offered to replace the mattress under our comfort adjustment policy. This option was available to Mr. [redacted] until April 30, 2015. In the unusual situation where a customer has a non-warranty issue related to personal comfort preferences, we offer a one-time replacement option. The original purchaser may, within one (1) year of the date of delivery with the proof of purchase, tender the original product to us for disposal or provide us with a receipt showing that the product has been donated to a legitimate charitable organization. We will then provide the customer with a replacement mattress and/or box spring from our current model selection for a replacement fee of 25% of the list price of the lower priced selected model for comfort issues. We will absorb 75% of the list price to assist the customer who made a selection mistake. In addition, the customer will be responsible for the difference between the cost of the model originally selected and the newly selected model. The customer is also responsible for all applicable pick-up and delivery fees. 4. 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 mattress purchased by Mr. [redacted] has a 12 year, non-prorated warranty. See Limited Warranty Service Policy & Mattress Care Guide for details. Please understand that comfort is not guaranteed and that it is up to each individual to select a product that is the right comfort choice for them. To ensure our compliance with this warranty, we brought Mr. [redacted]'s mattress back to the factory, took it apart and inspected each material to ensure that there were no defects and that the materials and construction were correct. We invited Mr. [redacted] to be present for this inspection so that he too could verify that all was in order. Without question had we discovered that there was a manufacturing or material defect, we would have repaired or replaced the material at our option.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. As part of the proposed remedy, the customer asked "to speak to someone in upper management" and more specifically to talk to [redacted] or [redacted] regarding this situation. Please understand that neither Ron nor [redacted] have any day to day responsibility in the Cincinnati operation. That being said, on June 25, 2015 both [redacted] and [redacted] local partners for The Original Mattress Factory in Cincinnati, called Mr. [redacted]'s to discuss his complaint, Mr. [redacted] and Mr. [redacted] reviewed the chain of events including the in home inspection of his mattress, factory inspection of the mattress, and results of the inspections which found that the mattress was free of defects in workmanship/ materials and within specifications. Mr. [redacted] stated that we will have to "agree to disagree" and explained to us that he would be posting on his Facebook page to all of this friends not to buy from Original Mattress. We feel that we have provided several options in an effort to resolve Mr. [redacted]'s issue. We have taken steps to stand behind our product and have addressed this situation in a consistent manner with our Philosophy and Mission Statement. If you need any further information please do not hesitate to contact me. Sincerely, [redacted] The Original Mattress Factory(Please see the attached original response/paperwork)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
My original complaint stands. This is a nonstandard size shorter than other mattresses and boxsprings. I was not told this when I bought the boxspring. I cannot use it. I am out the money I spent on their product. They caused me damages and did not represent their products accurately in relation to their competition.
Regards,
[redacted]
Ms. [redacted]Cincinnati Revdex.com7 West 7th Street Ste. 1600Cincinnati, Oh 45202Re: Case # [redacted]Dear Ms. [redacted]:I am in receipt of your letter dated March 28, 2017 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.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. (See enclosed examples). We further make a point to review these policies with each customer at the time of purchase. We have thoroughly reviewed all documentation regarding our correspondences with Ms. [redacted] since her initial purchase on September, 1st, 2016 and feel that we have stood behind our warranty regarding this product. Our records indicate the following:9/1/2016 Ms. [redacted] came into our Western Hills store and spoke with our store manager, S[redacted]. After trying several models of mattresses, Ms. [redacted] placed an order for a King sized Orthopedic EuroTop mattress and box spring set. (See attached copy of original invoice).9/3/2016 The Original Mattress Factory delivered the mattress and box springs to Ms. [redacted]’s residence. (See attached copy of signed delivery copy).9/9/2016 Mrs. [redacted] called the Western Hills store and spoke to sales associate, Tim M[redacted], and reported that the mattress didn’t feel like the one that she tried in the showroom. She reported that her mattress felt much softer. Mr. M[redacted] informed Ms. [redacted] that she did select one of our most heavily padded mattresses and that all Orthopedic mattresses use the same supportive innerspring. Ms. [redacted] voiced her concern that her mattress was not made correctly.9/10/2016 Mr. R[redacted] spoke with Ms. [redacted] and explained that the mattress was new and may take some time for her to adjust to a new sleeping surface. Ms. [redacted] agreed to try and would report back.1/25/2017 Ms. [redacted] called the Western Hills store and reported to S[redacted] that the mattress felt “too firm”. Mr. [redacted] ordered a piece of super soft 1” foam to be given to Ms. [redacted] at no charge.1/28/2017 Ms. [redacted] picked up the foam piece from the Western Hills store.1/31/2017 Ms. [redacted] called the Western Hills store and spoke to sales associate, Pam [redacted]. Ms. [redacted] reported that she feels that there is something wrong with her mattress as she has developed a ridge in the middle of the mattress. Ms. [redacted] attempted to explain to Ms. [redacted] that she purchased the most heavily padded mattress and that body impressions are considered a normal pattern of wear. Ms. [redacted] requested that customer service manager, Mike R[redacted] call her to discuss.2/1/2017 Mike R[redacted], customer service manager, called Ms. [redacted] and she reported that the mattress had developed some impressions. Mr. R[redacted] set up a time to perform an in home inspection of the mattress on 2/3/2017.2/3/2017 Mike R[redacted] travelled to Ms. [redacted]’s home and inspected the mattress. Ms. [redacted] was concerned that her sheets didn’t fit and Mr. R[redacted] measured the mattress and determined that it was in fact the correct size. Ms. [redacted] contended that Original Mattress Factory used the wrong innerspring in the construction of her bed. Mr. R[redacted] said that using the wrong innerspring was highly unlikely but that we could perform a factory inspection to determine correct components. Mr. R[redacted] also observed no noticeable impressions while measuring the width and length of the mattress. Ms. [redacted] reported to Mr. R[redacted] that she and her husband felt as if they are “sinking into the bed”. Mr. R[redacted] reiterated that they had purchased one of our most heavily padded mattresses. Ms. [redacted] also stated that she had not been informed of the cylinder edge supports so Mr. R[redacted] explained that they could be installed during the factory inspection and that the cost would be $20 plus tax for installation in all perimeter coils. Ms. [redacted] told Mr. R[redacted] that her husband may take the mattress “cut it open and leave it at the store”. Ms. [redacted] became upset at this point and requested to speak with Mr. R[redacted]’ superior.2/6/2017 Phil W[redacted] called Ms. [redacted] as requested. Ms. [redacted] said that she felt the mattress wasn’t constructed properly and that she and her husband were sinking into the mattress. Mr. W[redacted] informed Ms. [redacted] that Original Mattress Factory would gladly perform a factory inspection to ensure that her mattress was built correctly and contained the correct components or that she could exercise the Comfort Replacement policy as outlined in the Limited Warranty. Ms. [redacted] said that she would like to have the bed inspected at the factory. Mr. W[redacted] told Ms. [redacted] that Mike R[redacted] would follow up to schedule a time for inspection. 2/8/2017 Mike R[redacted] left messages for Ms. [redacted] on 2/8, 2/9, 2/10.2/14/2017 Ms. [redacted] called Mr. R[redacted] and informed him that 2/16 would be an acceptable date for inspection but that neither she nor her husband would be present for the inspection. Mr. R[redacted] invited her again to attend the inspection as this was an opportunity to see how the bed was constructed, she declined.2/16/2017 Original Mattress Factory picked up the mattress from the home of Ms. [redacted]. Mattress was transported to the factory location in Fairfield. Plant supervisor, Wes S[redacted] inspected the mattress. Following inspection, mattress was found to be free of any warranty defects, contained all the appropriate components and was made to product specifications. Per earlier discussion with Ms. [redacted], foam cylinder edge supports were added to the mattress. (See attached series of photos which show Ms. [redacted]’s mattress being taken apart, inspected, foam cylinders added, and reassembled). Mattress was then delivered back to the [redacted] residence the same day with no charge for transportation.2/21/2017 Mrs. [redacted] called and spoke with David S[redacted] Ms. [redacted] reiterated her concerns that the bed wasn’t built correctly, her sheets wouldn’t fit, and that she and her husband were sinking into the mattress. Mr. S[redacted] explained to Ms. [redacted] that we had inspected the bed and found no defects and very little impression (1/2” on one side). We added the cylinder edge supports as she requested and performed a complete inspection. She could exercise the Comfort Replacement policy as outlined in the Original Mattress Factory Limited Warranty. Ms. [redacted] said she would not spend any additional money. Ms. [redacted] again said that her husband “may cut the mattress open and drop it off at your store”. Mr. S[redacted] advised against illegally dumping the product at the store. He explained to her that this appeared to be a comfort issue with the amount of padding in the mattress she chose and the only recourse is to utilize the comfort adjustment policy to find a bed that better suited her needs.3/28/2017 The Original Mattress Factory was notified by the Cincinnati Revdex.com that Ms. [redacted] had filed a complaint.In response to Ms. [redacted]’s concerns about her mattress, we have done the following to date:Mike R[redacted] went to Ms. [redacted]’s residence to inspect the mattress to ensure that the product was free from any obvious warranty defects and that it measured correctly through an in-home product inspection. Provided a piece of 1” super soft foam (a $50 value) free of charge.Picked up the mattress at Ms. [redacted]’s residence and transported to factory for inspection, free of charge.Inspected the mattress at our Fairfield Factory and found no warranty issues. Installed cylinder edge supports in mattress per customer request. (See attached photos).Delivered mattress back to [redacted] residence same day as inspection free of charge.Offered Ms. [redacted] the opportunity to replace her mattress with another model per our Comfort Replacement policy. “The original purchaser may, within one year for comfort issues and 60 days for a change in size, tender the original product to us or provide us with a receipt showing the product has been donated to a legitimate charitable organization. We will then provide the customer with a replacement mattress and/or box spring from our current model selection for a replacement fee of (25% for comfort or 50% for size preference issues) of the list price of the lowest priced selected model. In addition, when the customer selects a new model that is more expensive than the originally selected model, the customer will be responsible for the difference between the cost of the model originally selected and the newly selected model. The customer is responsible for all applicable pick-up and deliver fees.” (See attached copy of Original Mattress Factory Limited Warranty).Ms. [redacted] in her complaint mentioned paying the fee associated with the Comfort Replacement policy but downgrading in quality. To clarify, all Orthopedic mattresses are manufactured using the same high-quality innerspring unit. The difference between Orthopedic models is the type and amount of padding used. Ms. [redacted] would not be sacrificing quality by choosing another Orthopedic model just changing the level of comfort.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 deceive Ms. [redacted]. The complaints that Ms. [redacted] outlines in her Revdex.com statement mainly revolve around the comfort of the mattress. Comfort is a subjective assessment and is not covered under the Original Mattress Factory warranty. We feel that we have stood behind our product and have evaluated Ms. [redacted]’s concerns about a warranty defect by conducting an extensive factory inspection. If you need any further information or would like to discuss this further, please do not hesitate to contact me.Sincerely,Phil W[redacted]The Original Mattress Factory
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
1) Our new mattress does not have proper shock absorption, waking the other person up with every turn and is not any better after repair, it feels like someone else has already spelt in it before. 2) Only after a few weeks of sleeping on the mattress there were two body impressions with a hump in the middle of our king size bed. (see pictures)3) Our new mattress was not like the one we lied on in the showroom.4) We were told that our repaired mattress would have to be sprayed with bed bug spray in a room away from any other material in the factory. Our mattress shown in the pictures from OMF with new material in the back ground. I was told that OMF do not replace or do returns for safety reasons. If I would have known that my new mattress did not have a real warranty, I would have never purchase it from OMF. 5) I want my money back so I can purchase a new mattress set from a different dealer. The mattress is very poor quility for the price I paid for it. Regards,
[redacted]
Here is the pictures that you requested.