The Original Mattress Factory

I was sold a very expensive mattress that has failed for the 2nd time and they claim it is not bad enough and refuse to make it right I purchased a very expensive bed and mattress ($2347.43) on 1/24/I was told this mattress was such high quality that it would last twice as long as a regular mattressAfter about years the bed was so uncomfortable from the body indentations on the mattress that we filed a warranty claimThey gave us a choice of replacing it with a cheap $mattress or we could pay an extra $and get a new one that supposedly solved the problem we had with the original mattressWe decided to pay the extra $and get the mattress that was equal to our original purchaseNow less than years later the bed is again very uncomfortable and we contacted them againOur problem now is the center of the bed is firm and does not compresses very much and the area where we sleep is so soft that when we get into bed we immediately roll to the out side edge of the

Date: Thu, Mar 30, at 12:PMSubject: Regarding complaint # [redacted] I have spoken with [redacted] about my complaintThr original mattress factory had someone come out to patch the hole in my wall did not paint it, the guy stated that I would need a new fan an would let Tyler know an he would contact me to set up a date an time to come back outThat has not happened at allTyler has not contacted me nor has the guy who came out to patch the wallI would like the patch painted also my celing fan fixed which tyler stated in a letter to the Revdex.com that it would be fixed

[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 meI [redacted] wait for the business to perform this action and, if it does, [redacted] consider this complaint resolvedIf 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

Poor nights rest...mattress is not as showroom sample....you feel as if you are going to roll out of bed due to uneven mattress surface...hump in middle of bed that takes up approx 1/area of mattress..mattress, at OMF request, was taken back to factory rebuilt and sent back...told to flip and rotate, we have, but has not changed any aspect of getting good nights rest....hump still there.I'am confident OMF knows how to build a mattress, but occasionally a quality control problem occurs Product_Or_Service: mattress

April 17th, 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.MrScott M [redacted] and I visited Ms [redacted] on April 4th, We inspected the walls and noted what we would be paintingWe also inspected the ceiling fan and took notes to aid in our search of a similar modelWe were able to find a few similar models to replace the damaged fan, and confirmed with Ms [redacted] via e- mail which fan she preferredOnce the fan arrived, we set a date of April 13th, to have the wall painted and new ceiling fan installed.Upon arrival to MsPike’s residence on April 13th, we confirmed which walls we were going to paintAt this time, Ms [redacted] told our workers that she did not want us to paint the wallMs [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 wobbleThe wiring for the fan was outdated as well, and we were not able to safely install the new ceiling fan as intendedWe did offer to purchase a ceiling light to install in place of the ceiling fanDue to the lighter weight, we felt that was the safest optionspoke with Ms [redacted] and confirmed all of these options with her, which she agreed toWe 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]

Dear Mr***,My sincere apologies for not responding to your initial inquiry.? The Original Mattress Factory has no records of receiving your first letter.? However, we are aware of [redacted] 's circumstances and I have been personally working with her and Wells Fargo to get this corrected.As of September 25, 2017, the overcharge has been reversed and any outstanding authorizations have been cleared from her account.? A letter has been drafted and sent by the Original Mattress Factory to Wells Fargo, explaining that none of the charges were? caused Ms [redacted] and done? in error by the Original Mattress Factory.? It also requested that Ms [redacted] 's credit history not be effected by this mistake.? With this accomplished, we have been working with the credit department at Wells Fargo to get the monthly payments back to the original amount.? This will be completed by mid week this week.I have had several conversations with Ms [redacted] and have kept her updated on the status of her account as we have tried to clear it up.? The Original Mattress Factory had apologized to Ms [redacted] ? for the error and has done everything in its power to get this corrected.? Ms [redacted] knows that we will not close this case until she is totally satisfied with the results.? I will continue to speak with Ms [redacted] in the coming days and hopefully achieve a resolution that she is comfortable with.If you have any questions or nee additional information, do not hesitate to contact me at ###-###-####.Sincerely,? Matt [redacted] Vice President

I was sold a very expensive mattress that has failed for the 2nd time and they claim it is not bad enough and refuse to make it right
I purchased a very expensive bed and mattress ($2347.43) on 1/24/I was told this mattress was such high quality that it would last twice as long as a regular mattressAfter about years the bed was so uncomfortable from the body indentations on the mattress that we filed a warranty claimThey gave us a choice of replacing it with a cheap $mattress or we could pay an extra $and get a new one that supposedly solved the problem we had with the original mattressWe decided to pay the extra $and get the mattress that was equal to our original purchaseNow less than years later the bed is again very uncomfortable and we contacted them againOur problem now is the center of the bed is firm and does not compresses very much and the area where we sleep is so soft that when we get into bed we immediately roll to the out side edge of the

I purchased a king size mattress from them within the last year and a half and had great service so I decided to shop there again in my search for a queen size mattress for my sonI called and ordered it over the phone as well as king sized box springsI inquired about their practices with using the same delivery truck for also hauling away others old furniture because I've heard that practice has contributed to the spread of bed bugsThe man assured me their trucks are clean and bug free and they won't haul away any furniture with signs of bugsI asked if the new furniture is wrapped in plastic which he replied 'yes'I was satisfied with this, so it did not impact my decision to purchase and have the delivery made by themHe asked if I had anything old to be taken away and I said noHe asked me outright if I had a bed bug problem to which I replied 'No, I'm just terrified of getting them'When we continued speaking of the delivery I asked if they could simply leave the new mattress on my front porch and my husband and I would move the mattress ourselves into the house which he said he would need to check with his manager to see if that was allowed which he did check and it was fineI told him it was because I don't allow shoes on inside my home so it would be easier to do it ourselvesHe replied the workers can wear booties to cover their shoes but I told him I'd prefer my husband and I move itI knew I wouldn't have my son's old bed (racecar) disassembled and moved before they came to deliver, because I never get rid of anything until I have my new delivery on siteCouldn't risk not having a bedFast forward to today, my husband dealt with the movers who were polite and on timeThey also informed my husband that the worker from the store who took my order informed them we have a 'pest problem'Clearly he was referring to the man who placed my order who seemed to think that because I was worried about bed bugs, that I actually had themThis is not the case and I am appalled at the unprofessional behavior of the store employee who would say something that is falseMy husband who is not quite so eloquent as me made a reference to 'burning the house down' if we had such a problem, with obvious sarcasm includedBecause of this instance I won't be a return customer and will share my experience with anyone who asks meIt's a shame too because when I placed the original order it included box springs which I realized I didn't need for the platform bed frame I purchased so I called to cancel it and that part was handled so well I even told the employee we will be back based on your excellent customer serviceClearly I spoke too soon

March 31st, Dear Ms***am in receipt of your letter dated March 30th, regarding Ms*** ***.Per our last letter, we had a local company come out to repair the damage done by our delivery driversUnfortunately, there was a miscommunication and the contractor did not paint the wall as we had directed them to doThey did make an attempt to fix the ceiling fan, but were unsuccessful in rebalancing the fan due to the fairs ageThis information was not immediately communicated to us after the contractor’s visit, and we did not follow up with them in a timely manner.As agreed initially, we will paint the damaged area and wall to matchWe will also replace the broken ceiling fan with a new model; all at our expenseTo ensure that no further miscommunications happen, my business partner, Scott M***, and myself are going to come out to visit Ms*** to inspect the repairs completed to date and to identify a ceiling fan replacementWe will then arrange for the painting of the ceiling wall and the installation of the ceiling fan.We have spoken with Ms*** to review our proposal for correcting the issues, and she has agreed to have us come outWe will be visiting her residence on Tuesday April 4th, at 11:am.We sincerely apologize for the inconvenience and delays in resolving this matter.If you have any questions or would like to discuss this further, please do not hesitate to contact me.Sincerely,Tyler J***

Dear Ms***: I am in receipt of your letter dated 8/19/regarding Mrs*** * ***. ">The Original Mattress Factory believes in doing business the right way and we stand firmly behind our products and their qualityOn 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.com. We have thoroughly reviewed all documentation regarding our correspondence with Mrs*** since her initial purchase on January 30, and we feel that we have been more than fair in this situation. As Mrs*** stated, they came to our store multiple times and worked with two of our sales associates: *** *** and *** ***, both of whom are well versed in talking to our customers about mattress care, our comfort exchange policy and return policyThese items are pointed out in our warranty card at time of purchaseWe 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*** and *** *** went to Mrs***'s house they measured body impression of less than a quarter of an inchThe mattress looked newA warranty claim can be made when the body impression is over one and one half inches per the warranty bookletThe only question that Tim and Willie were asked was if the wear on the mattress looked normalThey 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 correctThe customer is also welcome to be present when we do thisThe 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*** 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 paddingMs*** 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 fixedHowever, if it is a impression that changing the padding would be a short term fix and a contouring of the materials will occur again. David also told *** about the comfort policy in which *** may select another mattress and pay just 25% of the lower priced mattress plus the price difference for a more expensive modelOne mattress that is similar to the one she has but a little less padding cost $With this policy there would be a charge of $With tax and delivery (if necessary) this would total $This policy was reinforced since the customer made comment about getting rid of this mattress and buying another somewhere elseKnowing 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 optionIt 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 materialsTherefore, 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 protectorsThis 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 purchaseCopies 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 showroomWe 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 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 be unethical with our customers as was referenced in the letterThe Original Mattress Factory works hard, and incurs additional costs versus other retailers, to replace our floor models at regular intervals around roughly 6-months to ensure that they are well presentedWe follow strict guidelines in the production of our products and as demonstrated to Ms*** 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***. If you need any further information please do not hesitate to contact me. Sincerely, Tim M***, V.P. David C***, V.P

Poor nights rest...mattress is not as showroom sample....you feel as if you are going to roll out of bed due to uneven mattress surface...hump in middle of bed that takes up approx 1/area of mattress..mattress, at OMF request, was taken back to factory rebuilt and sent back...told to flip and rotate, we have, but has not changed any aspect of getting good nights rest....hump still there.I'am confident OMF knows how to build a mattress, but occasionally a quality control problem occurs
Product_Or_Service: mattress

I bought $worth of mattresses less than months agoThey pride themselves on their warrantyThese mattresses are rarely used (as they are in our 2nd home)One of our mattresses has a MAJOR structural issue and the tech that came to inspect it agreedThey took the mattress for days and left us with no replacementThey returned the mattress unfixed and said the issue was our fault (either our weight or children jumping on the bed)
They said their warranty was at their discretion and that this was our issue, not on themNow, less than months later, we are out a mattress and our faith in this company is gone

[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:
Thank you for your helpI read *** *** 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 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 mattressHe 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 surgeryWe have not talked to *** *** any more but hope to talk to him soon
I have reviewed the offer made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

I purchased a king size mattress from them within the last year and a half and had great service so I decided to shop there again in my search for a queen size mattress for my sonI called and ordered it over the phone as well as king sized box springsI inquired about their practices with using the same delivery truck for also hauling away others old furniture because I've heard that practice has contributed to the spread of bed bugsThe man assured me their trucks are clean and bug free and they won't haul away any furniture with signs of bugsI asked if the new furniture is wrapped in plastic which he replied 'yes'I was satisfied with this, so it did not impact my decision to purchase and have the delivery made by themHe asked if I had anything old to be taken away and I said noHe asked me outright if I had a bed bug problem to which I replied 'No, I'm just terrified of getting them'When we continued speaking of the delivery I asked if they could simply leave the new mattress on my front porch and my husband and I would move the mattress ourselves into the house which he said he would need to check with his manager to see if that was allowed which he did check and it was fineI told him it was because I don't allow shoes on inside my home so it would be easier to do it ourselvesHe replied the workers can wear booties to cover their shoes but I told him I'd prefer my husband and I move itI knew I wouldn't have my son's old bed (racecar) disassembled and moved before they came to deliver, because I never get rid of anything until I have my new delivery on siteCouldn't risk not having a bedFast forward to today, my husband dealt with the movers who were polite and on timeThey also informed my husband that the worker from the store who took my order informed them we have a 'pest problem'Clearly he was referring to the man who placed my order who seemed to think that because I was worried about bed bugs, that I actually had themThis is not the case and I am appalled at the unprofessional behavior of the store employee who would say something that is falseMy husband who is not quite so eloquent as me made a reference to 'burning the house down' if we had such a problem, with obvious sarcasm includedBecause of this instance I won't be a return customer and will share my experience with anyone who asks meIt's a shame too because when I placed the original order it included box springs which I realized I didn't need for the platform bed frame I purchased so I called to cancel it and that part was handled so well I even told the employee we will be back based on your excellent customer serviceClearly I spoke too soon

Dear ** ***I apologize for the lateness of this letter in response toyour letter regarding case ID #***, ** *** *** ***.*** *** *** *** 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 youYou do haveto pay 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 *** noticed twosmall ink spots on the mattressThe delivery drivers then called me after theycould not clean the spots on siteI talked to *** *** 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*** *** then expressed her concerns for thefact that we would take the mattress apart that she was concerned that themattress would be weakened by that processI 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 correctWeput them back together and they are perfectly fine.At this point *** got on the phone and said that hedidn’t want a mattress that was re sewn because he felt that the mattress wouldbe weakerAt this point if I had another mattress to bring to them that day Iwould have done itUnfortunately the mattress that the *** had purchasedwas a special order with edge supports addedThe production crew had left bythis time, so I could not make another mattress that day*** 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 houseHe 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 filedI then called *** and apologizedfor not being clear with what we could doI then told him that we wouldreplaced his mattress if we needed toHe 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.*** ***, the Original Mattress Factory

March 14th, I am in receipt of your letter dated March 10th, regarding Ms*** ***.The Original Mattress Factory believes in doing business the right way and we stand firmly behind our products and their qualityOn 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.com.On Wednesday March 8th, we came to Ms***’s residence to deliver a King size mattress and box spring setMs*** had an old Queen set we were to remove before bringing in the new beddingIn the process of bringing the Queen box spring down the stairs, our drivers hit the corner of the ceiling on the stairwellOur drivers took a picture of the damage, and spoke with Ms***She told our delivery team not to worry about the damage, as there was pre-existing damage to the walls from previous bed sets being brought up the stairsDue to the tight stairwell, our delivery crew had to partially disassemble the old box spring to allow it to bend around the corner and not cause any further damageMs*** signed the delivery invoice, and our delivery team noted on the invoice, “ripped plaster removing box; customer said not to worry”.On Thursday, March 9th, Ms***’s mother, ***, called the factory explaining how our delivery team damaged her daughter’s ceiling fan during the deliveryI reviewed the signed delivery copy, and told her we would take care of any damage we causedI told her we would be in contact with Ms*** about when we would be able to come out and repair the damage.I spoke with the drivers who delivered the product to Ms***’s residence, and they explained what hap-pened while bringing the Queen box spring down the stairsThey did not recall hitting or damaging the ceiling fan, as it was running during the entire delivery.On Friday March 10th, I spoke with both *** and Ms*** regarding the damage to the ceiling fanI reiterated that our drivers felt they did not hit the ceiling fan during the delivery processI told Ms*** that I would speak to the drivers again to better understand the situation, and would call her back with what we could do.Due to a mattress and box springs size and weight, we train our delivery team how to properly handle the product as to not hurt themselves and to limit potential damage to a customer’s homeWe have many safety policies set in place to protect not only our employees, but also our customer’s product and propertyWe spoke with both drivers involved in this incident and they do not recall hitting or damaging the ceiling fanWhile we rarely cause damage to a customer’s home, when we do cause damage we accept responsibility and are willing to take care of the issueWe would like to resolve the issue and have both the stairwell ceiling repaired and ceiling fan correctedRepairs to the stairwell ceiling will be limited to the areas of damage caused by our driversThe other marks, chips, and pre-existing damage to the wall will not be covered by these repairsWe will rebalance the ceiling fan and keep it from wobblingWe will have a company come out, perform these repairs, and we will settle the bill directly with them.If you have any questions or would like to discuss this further, please do not hesitate to contact me.Sincerely, Tyler J***

Dear Mr***,My sincere apologies for not responding to your initial inquiry.? The Original Mattress Factory has no records of receiving your first letter.? However, we are aware of *** ***'s circumstances and I have been personally working with her and Wells Fargo to get this
corrected.As of September 25, 2017, the overcharge has been reversed and any outstanding authorizations have been cleared from her account.? A letter has been drafted and sent by the Original Mattress Factory to Wells Fargo, explaining that none of the charges were? caused Ms*** and done? in error by the Original Mattress Factory.? It also requested that Ms***'s credit history not be effected by this mistake.? With this accomplished, we have been working with the credit department at Wells Fargo to get the monthly payments back to the original amount.? This will be completed by mid week this week.I have had several conversations with Ms*** and have kept her updated on the status of her account as we have tried to clear it up.? The Original Mattress Factory had apologized to Ms***? for the error and has done everything in its power to get this corrected.? Ms*** knows that we will not close this case until she is totally satisfied with the results.? I will continue to speak with Ms*** in the coming days and hopefully achieve a resolution that she is comfortable with.If you have any questions or nee additional information, do not hesitate to contact me at ###-###-####.Sincerely,? Matt ***Vice President

Dear Mr. [redacted],My sincere apologies for not responding to your initial inquiry.  The Original Mattress Factory has no records of receiving your first letter.  However, we are aware of [redacted]'s circumstances and I have been personally working with her and Wells Fargo to get this...

corrected.As of September 25, 2017, the overcharge has been reversed and any outstanding authorizations have been cleared from her account.  A letter has been drafted and sent by the Original Mattress Factory to Wells Fargo, explaining that none of the charges were  caused Ms. [redacted] and done in error by the Original Mattress Factory.  It also requested that Ms. [redacted]'s credit history not be effected by this mistake.  With this accomplished, we have been working with the credit department at Wells Fargo to get the monthly payments back to the original amount.  This will be completed by mid week this week.I have had several conversations with Ms. [redacted] and have kept her updated on the status of her account as we have tried to clear it up.  The Original Mattress Factory had apologized to Ms. [redacted] for the error and has done everything in its power to get this corrected.  Ms. [redacted] knows that we will not close this case until she is totally satisfied with the results.  I will continue to speak with Ms. [redacted] in the coming days and hopefully achieve a resolution that she is comfortable with.If you have any questions or nee additional information, do not hesitate to contact me at ###-###-####.Sincerely, Matt [redacted]Vice President

Date: Thu, Mar 30, 2017 at 12:49 PMSubject: Regarding complaint #[redacted]I have spoken with [redacted] about my complaint. Thr original mattress factory had someone come out to patch the hole in my wall did not paint it, the guy stated that I would need a new fan an would let Tyler know an he would contact me to set up a date an time to come back out. That has not happened at all. Tyler has not contacted me nor has the guy who came out to patch the wall. I would like the patch painted also my celing fan fixed which tyler stated in a letter to the Revdex.com that it would be fixed.

I love the customer service! My mattress is of good quality materials.