Complaints

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

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  The Original Mattress Factory

  1785 State Road 436 Winter Park, FL 32792-2248

  
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  The Original Mattress Factory

  10572 W Colonial Dr Ocoee, FL 34761-2946

  
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  The Original Mattress Factory

  730 Sand Lake Rd Orlando, FL 32809-7750

  
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  The Original Mattress Factory

  3046 Dyer Blvd Kissimmee, FL 34741-7839

  
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  The Original Mattress Factory

  3840 State Rd 436 Apopka, FL 32703-6197

  

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:03/20/2025

  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,I purchased a mattress from *** in the middle of last year which turned out to be too hard causing me to wake up with aches and pains which I first tried to alleviate with a topper that I bought elsewhere but that didn't help much. As they have a "no return policy", they only offer customers a one-time exchange whereby you pay a 25% restocking fee based on the price of the first mattress and then also pay the price difference between the first and new mattress, which I did. The newly exchanged mattress was terribly hot to sleep on due to the type of foam layers and also sagged down much deeper than the company website mentioned it should do, and the floor model did not do, throwing my spine out of alignment. So, they agreed to let me go back to the first type of mattress and just deal with that as I was trying to save some money, as we all do. So, I was charged $488 for the first $419 mattress+tax and delivery, then charged $315 for the exchange, including delivery but not including the restocking fee which was waived that time, followed by an additional $155 incl. reduced delivery fee to revert back to the first mattress type = a total of $958 for a $419 mattress. I tried discussing this with the manager and ended up being made to feel obligated to play it their way as a good night's sleep is very important to all of us - but it still doesn't seem right as I was basically told that they lost money too so tough luck. Other professional mattress companies often do exchanges to please their customers, and probably more than once, without adding restocking fees or the business keeping the money you paid for mattress/es that were picked up by and returned to them.

  Business Response

  Date: 03/25/2025

  please see attached letter.  Thank you.

  Customer Answer

  Date: 03/26/2025

  Dear ***** ******,
  
  I have read the reply and am not trying to file a claim about the current mattress or one I no longer have, so there has been some confusion about my complaint which was about the company keeping money that a customer paid for ************************ they no longer have and that were picked up by the company during exchange within a very short period of time as a result of experiencing disruptive sleep issues.  I have already spoken on the phone and had several email communications with the manager who wrote the reply which is why I reached out to the BBB.  I did use the wrong terminology by referring to the 25% as a "restocking fee" and I was told by one employee that they donate mattresses to the Mustard Seed but no one ever mentioned to me prior to making any purchase there that they disposed of mattresses if any customer makes an exchange  or I would have just kept the first mattress, as I explained to him before, and would most likely have donated that one myself after eventually finding one elsewhere.  I had previously spent $1000 there in the past for a different mattress and had to do an exchange for similar reasons which were not my fault, so it seems I should not have returned to that store to give their products another chance.  The reason so many other mattress companies advertise a 120 night sleep trial is because we cannot determine our sleep quality on a new mattress simply by trying out a store floor model for 15 minutes or so as it takes longer to know how your body will respond to any new mattress.  Also, many companies have the option to write off at least a portion of any financial losses on their business tax returns, even in ********  Regarding the 2nd/pillow top mattress, I actually did mention to him that it was sagging/lacking in middle support, along with the problem of making me feel uncomfortably hot during sleep every night which I could not ignore and does not occur with the first type of mattress due to there being much less body heat-retaining foam and more cotton content in the Regency Sapphire than the Ortho pillow top.  They also could have inspected that when they got it back into the factory to see if the support issues had to do with the layers and/or the coils but I'd already made it clear that I could no longer sleep on that particular mattress type and then paid even more money to do an exchange just so I could sleep.  Having spent nearly $1000 there again, I am only trying to clarify the principle about the company keeping the extra amount of money that I was charged as I understand that the drivers did their job of delivering the mattresses, so I'm not questioning the $160 delivery fees or the amount I paid for the first mattress.  Although I do appreciate the company making a professional exception for me to go back to the first mattress type the last time, they should have only charged a delivery fee for the new Regency replacement since I'd already paid $419 plus tax for the first mattress and then $220 plus tax just for the difference in mattress prices between the first and second ones I no longer have and then was asked to pay an additional $152 including tax/delivery the third time.  It is simply up to the Original Mattress Factory's company conscience if they insist on keeping any amount of money that a customer paid for any ********************** the customer no longer owns.  Along with integrity, empathy and fairness are also important.

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23096342
  
  I am rejecting this response because:

  Dear ***** ******,
  
  I have read the reply and am not trying to file a claim about the current mattress or one I no longer have, so there has been some confusion about my complaint which was about the company keeping money that a customer paid for ************************ they no longer have and that were picked up by the company during exchange within a very short period of time as a result of experiencing disruptive sleep issues.  I have already spoken on the phone and had several email communications with the manager who wrote the reply which is why I reached out to the BBB.  I did use the wrong terminology by referring to the 25% as a "restocking fee" and I was told by one employee that they donate mattresses to the Mustard Seed but no one ever mentioned to me prior to making any purchase there that they disposed of mattresses if any customer makes an exchange  or I would have just kept the first mattress, as I explained to him before, and would most likely have donated that one myself after eventually finding one elsewhere.  I had previously spent $1000 there in the past for a different mattress and had to do an exchange for similar reasons which were not my fault, so it seems I should not have returned to that store to give their products another chance.  The reason so many other mattress companies advertise a 120 night sleep trial is because we cannot determine our sleep quality on a new mattress simply by trying out a store floor model for 15 minutes or so as it takes longer to know how your body will respond to any new mattress.  Also, many companies have the option to write off at least a portion of any financial losses on their business tax returns, even in ********  Regarding the 2nd/pillow top mattress, I actually did mention to him that it was sagging/lacking in middle support, along with the problem of making me feel uncomfortably hot during sleep every night which I could not ignore and does not occur with the first type of mattress due to there being much less body heat-retaining foam and more cotton content in the Regency Sapphire than the Ortho pillow top.  They also could have inspected that when they got it back into the factory to see if the support issues had to do with the layers and/or the coils but I'd already made it clear that I could no longer sleep on that particular mattress type and then paid even more money to do an exchange just so I could sleep.  Having spent nearly $1000 there again, I am only trying to clarify the principle about the company keeping the extra amount of money that I was charged as I understand that the drivers did their job of delivering the mattresses, so I'm not questioning the $160 delivery fees or the amount I paid for the first mattress.  Although I do appreciate the company making a professional exception for me to go back to the first mattress type the last time, they should have only charged a delivery fee for the new Regency replacement since I'd already paid $419 plus tax for the first mattress and then $220 plus tax just for the difference in mattress prices between the first and second ones I no longer have and then was asked to pay an additional $152 including tax/delivery the third time.  It is simply up to the Original Mattress Factory's company conscience if they insist on keeping any amount of money that a customer paid for any ********************** the customer no longer owns.  Along with integrity, empathy and fairness are also important.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 03/31/2025

  Please see attached reply.  Thank you.  

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23096342
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 04/08/2025

  Good afternoon,
  
  I have read the store manager's response and need to reclarify that I had already pointed out that the first mattress kept causing me to wake up sore with aches and pains every morning which left me no choice but to do the first exchange one month after that not improving instead of waiting any longer.  Not only that, it remains a fact that I actually had reported the second [pillow top] mattress causing the various discomfort issues I recently restated, including throwing my spine out of alignment from sinking in during sleep.  I also explained at the time within the first two months of having it that I had been trying to give it more time but could no longer do so due to the resulting lack of sleep which led me to the third and final exchange for the one mattress which I still currently have.  These are not simply matters of indicision on my part, as seems to be rudely suggested.  Furthermore, in one of the email replies I received during that time when I also mentioned the pillow top mattress retaining too much body heat and causing nightly sleep disruptions, I was made to feel as though it was my fault rather than the mattress foam layers making me feel intolerably warm while trying to sleep and was told:
  
  
  "Make sure you dont eat late or do anything that might throw you off a little.  I think you will find that it will feel the same as the last one in terms of heat."
  
  
  I also reiterated in my previous response that they could have checked to see if a potential manufacturing defect may have been the cause of that pillow top mattress sinking in deeper upon lying down than was suggested by the description on their website that it would, and than the floor model did.  It appears they didn't want to be bothered to test that themselves before "donating" the mattress.  This would not be possible for anyone to see simply by looking at it and the floor model I tried in the store did not sink in that deeply or I, obviously, would not have chosen that as a replacement.  It seems we just keep getting the same response back each time but there's no point in anyone having to repeat themselves.  I have discussed this with others and, however reputable any company may be, they do have the ability to do tax write offs on any losses they may have incurred as a result of exchanges any customer has ever made due to complaints.  It is obvious now that they have had many mattress complaints aside from my own:  ************************************************************
  
  
  I still believe that I have every right to a refund for the amount I paid for the second mattress that I only had for two months and which caused me the issues previously described as this would only be professional and fair.  Considering the amount of money I've already paid to them and the many nights of discomfort and lack of sleep that were directly caused by those mattresses, they shouldn't have any problem whatsoever in mailing a check to me.
  
  Other than that, I have nothing more to add to all I've already explained except that I appreciate your assistance in finding a reasonable and fair resolution to this matter.
  
  Thank you,
  ****
  

  Business Response

  Date: 04/18/2025

  Please see attached response.  

  Customer Answer

  Date: 04/22/2025

   
  Complaint: ********
  
  I am rejecting this response because:

  
  Re: Complaint #********
  
  
  Good morning,
  
  I am rejecting this response, as before, based on the previous reasons I have mentioned which were also mentioned to the business prior, even though I've had to restate them again on the points of principle and professional, ethical business practices.  The business is not the one who lost "considerable" money from my own paid transactions for merchandise that was physically unsatisfactory through no fault of my own.  It is my understanding that any consumer, myself included, should rightfully be refunded the money that they spent for any merchandise that was picked up by / returned to any business within a reasonably short amount of time, as they were, and for the reasons already mentioned more than a few times now.  I am attaching the invoices for the BBB to privately view, not post online, to show how much considerable money I personally lost while only ending up owning one very basic twin innerspring mattress which was originally $419+tax, not including delivery charges.
  
  Please advise me on the next step of the BBB process.
  
  Thank you,

  
  ****