Complaints

This profile includes complaints for Ortho Mattress Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ortho Mattress Inc.

  11030 Artesia Blvd Cerritos, CA 90703-2536

  
• 

  Ortho Mattress Inc.

  8105 Moores Lane, Ste 1600 Brentwood, TN 37027

• 

  Ortho Mattress Inc

  109 S Las Posas Rd #101 San Marcos, CA 92078

• 

  Ortho Mattress Inc

  1400 Camino De La Reina San Diego, CA 92108

• 

  Ortho Mattress Inc.

  1700 Newport Blvd Costa Mesa, CA 92627

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a super luxury mattress from Ortho about 2.5 years ago with a warranty duration of a minimum of ten years. We noticed lumps and deformation two years into this warranty period and contacted Ortho customer service. First, let me tell you about our experience with Ortho customer service in one word, it was "horrible". She was rude, unsupportive, and irresponsible on the phone.
  After hearing about the condition of the mattress, they told us that we need to pay and schedule an inspection visit. We paid for the inspection and the inspector came. After examining all components including supporting frames and box springs the inspector told us that the mattress is defective but we need to wait for the report and Ortho customer service will contact us.
  The Ortho Customer Service denied the warranty and claimed that the foundation beneath the box springs caused lumps and deformations at the pressure spots on top of the mattress. There is no mention of any issues with either the bed frame or box springs in the inspector report. Needless to say that the bed frame has been supporting mattresses for more than twenty years and we never had any problems with the bed frame in the past as Ortho is claiming as the basis for warranty denial. At the same time box springs are in perfect condition and there is no sign of drag or sagging on them.
  After several unproductive phone calls and email communications with their showroom and customer service person, we decided to let everyone know about this experience and the quality of Ortho products and their services. It seems like Ortho Mattress company is reluctant to adhere to the terms of their warranty and makes any type of unheard claims and reasons including the act of god to void product warranties.
  

  Business Response

  Date: 12/23/2022

  Business Response /* (1000, 5, 2022/12/14) */
  Hi ***,
  
  I do apologize, but we have no files under your name. In order to better assist you, I will need more information. Do you have an invoice number?
  
  
  Consumer Response /* (3000, 7, 2022/12/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The invoice is issued to ********** and the number is ********,
  phone number ************
  
  
  Consumer Response /* (-5, 8, 2022/12/18) */
  ***Document Attached***
  The explanation and reasons for voide warranty doesnot apply sinse the mattress is supported by box springs.
  
  
  Consumer Response /* (-5, 9, 2022/12/18) */
  ***Document Attached***
  The explanation and reasons for voide warranty doesnot apply sinse the mattress is supported by box springs.
  
  
  Business Response /* (4000, 11, 2022/12/19) */
  ***,
  
  I will need **** to personally get in contact with me to try and resolve this issue. The mattress got denied for a warranty exchange for two things. It doesn't meet the warranty guidelines for measurements and also having insufficient frame support.
  
  Best,
  ***************
  
  
  Consumer Response /* (4200, 13, 2022/12/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  **** is my wife and she can contact you , but I am not sure how it make a difference if you answer to me or my wife.
  As mentioned before the mattress is supported by the box springs and inspector did not recorded any issues with the slates that are holding the box springs or the box springs itself. You are just playing a game to avoide manufacturers responsibility. I need your assistance to resolve this situation in a timely manner.
  
  
  Business Response /* (4000, 15, 2022/12/22) */
  I am not playing any games. I am simply asking you to please have your wife give us a call. I would love to see if there's anything I can do to resolve this issue.
  
  Thank you

• Initial Complaint

  Date:11/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a mattress at Ortho Mattress Inc******** ************************ in January 2020. ******************************************** decided to purchase a firm mattress recommended by seller. We also purchased a cover. Total was $1560.98 According to Ortho mattress this mattress has a 10 year warranty.
  After a year, we started noticing sagging and uneven sides which makes our backs hurt and roll to edge of mattress. We have always kept the mattress covered since purchased and have been rotating it as recommended.
  ******* called company and complained. We had to pay $60 for inspector to come and check mattress. I dont really understand why we had to pay this amount. Inspector came and inspected mattress. We received a letter of denial due to stained mattress and body impression must 3/4". We paid $1400 plus and cannot believe mattress no longer provides a restful night and giving us stiffness and back pain every night and early morning.
  I am asking for a replacement or refund.
  I am sending you the invoice and letter of denial.
  Thank you
  

  Business Response

  Date: 12/23/2022

  Business Response /* (1000, 5, 2022/11/25) */
  Martin,
  I am so sorry to hear about this issue. I was able to locate your paperwork using your name. The reason why your mattress got denied for a warranty exchange is because your mattress is stained. Per Ortho Mattress warranty, if mattress is found to be in an unsanitary condition, abused, or damaged through accident or neglect the warranty is therefore voided. If you have any questions, please feel free to give me a call.
  
  
  Consumer Response /* (3000, 7, 2022/12/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I dont accept Ortho Mattress response. According to them, the warranty is voided if mattress is stained? I purchased the mattress cover from them and used it from day one. I dont understand what does the faint yellow stain have to do with the comfort and quality promises in warranty?
  The mattress was $1400. This mattress does not serve its purpose so are they gonna resell it? Don't understand and it does not make sense.
  
  
  Business Response /* (4000, 9, 2022/12/12) */
  ******,
  
  If you purchase a mattress protector, you need to file a warranty through the protector company. Please give us a call to guide you and provide you the number.

• Initial Complaint

  Date:11/02/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Regarding invoice number: 70-06376 Our complaint is a broken promise by your store manager. On October 15, 2022, we purchased a new mattress and box spring from the Ortho Mattress store in *********, located at *************************************** of the 78 off ramp. The mattress was a $4,524.99 Aireloom Aviara extra firm Mattress. We also purchased a new Night Stars Box spring for $385 because we were told that the Ortho warranty required a new box spring with the new mattress. When first walked into the store, we told ******, the store manager, who was also our salesman, that we were just browsing and would make our purchase when the Thanksgiving sales were on. ****** told us that he (as store manager) would give us a $500 discount (approx 10%) off the retail price of the mattress (no need to wait for thanksgiving sale). We were concerned that the extra firm, might be too firm. We laid on both the Aireloom extra firm and the Aireloom Delux comfort mattresses (both same price: $4,524.99). ****** told us that if not satisfied with the ** firm, we could exchange for the softer Aireloom within 100 days. The only condition he said, was that we would have to pay a $99 exchange fee, but no additional delivery or other fees. I asked him if the $500 discount price would apply to both mattresses if we decided to exchange. He said yes! But then, when we decided to exchange a few weeks later, he said he could not give us the $500 discount toward the softer Aireloom mattress, as he had promised, because of "corporate policy". We were shocked at such a blatant bait and switch con. Now ****** is holding our exchange hostage for an additional $500 beyond what we agreed to pay. Our hope is that someone at Corporate Ortho Mattress will make this right so we can have a good night sleep and avoid going to small claims court.

  Business Response

  Date: 11/08/2022

  Hello ******,
  
  I do apologize, however it looks like someone already assisted you. May I know what's the reason for the complaint?

  Customer Answer

  Date: 11/10/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Our complaint was made with the BBB before ORTHO called to offer to exchange the mattress as had been promised by the store manager. So I don't understand why ORTHO responded with: **** I know what's the reason for the complaint?" Did they not read the complaint posted with the BBB?
  Anyway, the issue is resolved to our satisfaction.
  The exchange we wanted has been made at the price we had agreed upon. Thank you BBB!
  
  See Attachment/File: Ortho BBB complaint.docx

• Initial Complaint

  Date:10/10/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on September 9, 2022, *********************************************************************** a new mattress. We stopped in at the OrthoMattress store *****************************************. The salesman and Manager, *****, showed us several mattresses that matched my preference for firmness and and height. After I had tested a few that seemed right, I mentioned that I was a stomach sleeper. ***** said in that case, I have a model that is good for stomach sleepers up front and it is 50% off. He never mentioned the term FLOOR Model. I tested it and said it was good, but i thought we needed to consider other vendors.
  While I was looking at other items in the store, my sister went ahead and made the purchase of that mattress as a surprise for me.
  AT NO POINT WERE EITHER OF US TOLD THAT WHAT I TESTED WAS what he was selling us---- A FLOOR MODEL, not a brand new one from the warehouse at 50% off sale. The fact that both of us were wearing masks************************ and we are just coming off COVID lockdown ************* should have made him think before he withheld such vital piece of information, Until I had problems with the mattress and tried unsuccessfully to get Ortho to honor their warranty, I had never heard of buying FLOOR Models in mattresses.
  
  When the mattress was delivered, I signed for for the delivery. I had no reason to think I wasn't getting a brand new mattress with all the warranty that had been described verbally during the shopping on September 9, 2022.
  
  I have now learned more than I want to know about FLOOR models, including that people do buy them, that when they do they are informed and they inspect them carefully before buying. Until l learned that term, I would have thought they were USED mattresses and not allowed.
  
  *************** have spoken to ***** the Manager at OrthoMattress and to a ***** at Customer Service. Both refuse to do anything about what was obviously Gross withholding of information about the mattress.
  
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/19) */
  Hello Ms. *****,
  
  I am sorry to hear about this issue. However, looking over on the invoice, the very first line states that is a floor model. Therefore, you were aware it was a FLOOR MODEL sale. Ortho Mattress policy card states that all Floor Models are final sale. I have your paperwork that you signed and were aware of exactly what you were purchasing. If you wish to talk on the phone and discuss this, please give me a call.

• Initial Complaint

  Date:10/04/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, on December 6, 2021 my husband & I purchased a king size mattress @ $800 which was delivered to my home December 29th. After several days we started noticing sink holes throughout the mattress. I called the store & I was told their inspector will come to my home to make a report of his findings. When the inspector arrived he immediately agreed with us of the obvious visible defects on the mattress. After the report had been submitted I later received a call that I could exchange the mattress for the same exact kind or in order to select a different brand we'd have to pick one that cost $500. more. So again after what we thought as to of made a wise decision we chose a different brand mattress that was $2000. We were then told "this is it ! No exchange nor refund". Several days after the second mattress was delivered i was in misbelief to notice again an obvious oblong sink hole on the right side. I called the store, they sent someone out to check, in which he said "it's not that bad". After the report I was called & told it's not even an inch droop & there's nothing more they could do. My husband & I are in our mid 70's and @ average weight. My husband says he feels like he's sleeping in a nest. We are both so very disappointed. Does a stores "No Refund" Stand Regardless of any defects ?? This definitely can't be right. We would personally return their defect mattress for a full REFUND. Your urgent assistance will greatly be appreciated in this matter. Thank you.
  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/10/13) */
  Hello *************,
  On December 6, 2021 you had a warranty exchange, not a new purchase. Your original purchase date was back on July 10, 2020. The mattress you currently have at home is a S&F Cassat Firm TT. That mattress got inspected as a courtesy back on 02/18/22. The report came back and the mattress is not defective. However, the box springs you have under your mattress are uneven and aren't an Ortho product. Therefore we cannot do anything in regards to that issue. Regarding the mattress, per our conversation over the phone back on 09/22/22, I offered you another courtesy inspection. You did not want it, started using profanity and hung up on me. Every time we been able to talk, you change your stories.
  
  
  Consumer Response /* (3000, 7, 2022/10/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do Not accept the response given by Ortho Mattress because it consisted of very false accusations and untrue facts with their mattress report !! First of all I am extremely beside myself with shock! Ortho mattress claims that I did not want their courtesy inspection, that I started using profanity & hung up on them ... This statement is most definitely Not at all true ! Completely Never happened! I'm in misbelief on how dishonest & Unprofessional an employer with Ortho Mattress conducts their business & Second, the inspected mattress is definitely with an obvious sink hole on the right side of the bed. The inspector did in fact say "Oh it's not even an inch" in which no paying customer should have to deal and accept that especially if expecting a good quality made mattress at $2000. I might as well gone to a thrift shop or swap meet paying $200. Also my box spring is brand new, from "BEDS ECT." In Hawthorn ca., it is NOT uneven , bought it right before the mattress was delivered because I needed one that is shortest in height from the floor so I wouldn't have a hard time getting up onto the bed. To whom this may concern, respectfully I would just like some assistance on this matter. PLEASE ! It's been ten months , I've been so disappointed with Many many sleepless nights yet I've made my payments & it's paid in full. I absolutely had no intentions on paying $2000. for a mattress with a sink hole. Thank you
  
  
  Business Response /* (4000, 9, 2022/10/31) */
  *************,
  
  Ortho Mattress is going based on the report done on 02/18/2022. You have a Stearns & Foster mattress, in order to consider defective, the mattress must be 1 1/2 inches to be replaced. I am happy to offer you once again a courtesy inspection. Please give us a call to set that up, if that works for you.

• Initial Complaint

  Date:09/17/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: 04/03/2022
  Amount Paid: $5,000
  Free Exchange Comfort Warranty/Guarantee: 100 days
  
  My girlfriend and I purchased a Mattress from this business. Our initial transaction of the mattress took place at Ortho Mattress in Glendora on 04/03/2022. ***** who is the regional manager, processed and sold us this mattress. We were promised that despite them selling us a very firm mattress, their policy guarantees a free exchange within 100 days to a different mattress if there are any issues with comfort. We physically went into the store and attempted to process our free exchange on two separate occasions both within 60 days of the initial transaction. This is when we encountered the store manager **** who was downright rude, insulting, unprofessional and unethical. On BOTH attempts to exchange/visits to the store, **** refused to process an exchange for our mattress and manipulated us into keeping the mattress for longer stating that the mattress still needed to be "broken in". We did not realize this was an unethical attempt by this business to push us outside of our warranty period. To make matters MUCH WORSE, **** flat out insulted me suggesting that I needed to lose weight and proceeded to call me FAT and indicated that is why we weren't happy with the mattress. The worst part was that this insult occurred during BOTH visits to the store and my significant other witnessed this on BOTH occasions. To avoid confrontation this was not addressed with **** and quite frankly we were both in a state of shock from hearing this. This was reported to regional manager ***** and VP Cliff who refused to help and did not care about the store insulting paying customers. They have since refused to honor their exchange guarantee despite them refusing to exchange on two separate occasions within 60 days of purchase. Completely unethical and outright insulting.
  

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 5, 2022/09/23) */
  Hello *********,
  
  On behalf of Ortho Mattress, I apologize for any inconvenience this may of caused. After speaking to **************, I have determined it all started with a misunderstanding. You are entitled for a comfort exchange since you visited our store during the 100 day time frame. However, comfort exchanges do not cover the redelivery cost of $99.99. At this time, I am going to drop it down to $59.99 to help out. You have a credit of $4,525.63 to reselect a new mattress. Please give me a call at ************ ext 2202 to move forward. Thank you, CSM *********.

• Initial Complaint

  Date:08/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have bought products from Ortho Mattress several times over the past years. In 2019 we bought one with a 10-yr warrantee and about 10 months ago it began to sag. The company finally agreed to a warrantee exchange after much haggling and after we paid for an Ortho inspector who measured the sag. The replacement also sagged, from the moment delivery men placed it on the bed. I am tired of the endless phone calls I made.Will BBB pls look into this co. I believe it is breaking the law by bringing mattresses that were already used and returned -- or making mattresses that don't pass muster even when newly delivered.

  Business Response

  Date: 08/31/2022

  Hello Ms. ***********
  
  I can reassure you that here at Ortho Mattress we do NOT sell used product. We did everything we could to help you. We even honored an exchange with a stain on you mattress. Ortho Mattress Policy Card clearly states that we have the right to refuse service and void the warranty if your mattress is found to be in an unsanitary condition (stain). On 08/01/2022 @ 12:30 you called to let us know that our product ***** and you will no longer be doing business with Ortho. Before I even tried to apologize to better assist you, you rudely started to yell at me and hung up. Once again, I am sorry you are not satisfied with the product you have purchase. Every time you've called ***************** you have been answered and assisted.

  Customer Answer

  Date: 09/01/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  if a warrantee exchange mattress is delivered and the supposedly "new" mattress shows a sag from the start (evidenced by a photo) then maybe your brand new mattresses leave the factory this way.
  I doubt it. The only answer is that the delivery men simply take
  the defective warranteed one away and replace it with someone
  else's sagging one.
  
  Over several months I've spoken to no fewer than 3 different Ortho
  representatives -- many times -- with a still-unsatisfactory result.
  And I am not alone. Just a look at the complaint pages online tells the story.

  Customer Answer

  Date: 09/08/2022

  I have read the Ortho answer and it is unacceptable. I can show evidence, by way of photos that measure the sag -- in both the warranteed mattress and the replacement. The tiny dot Ortho cites
  does not obviate the sag. The mattress is pure white and clean. The
  sag(s) are the issue. They cause back pain.
  
  I will now also notify the ***** of ****** Health, which assures that no mattress *** can deliver used goods and stay in business.
  
  *******************************
  
  

  Business Response

  Date: 02/27/2023

  Hello, 

   

  On October 18th, CSM ********* spoke to ************************. She changed her whole story all the times. She starts using profanity all the time.