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Business Profile

Mattresses

The Original Mattress Factory
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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The Original Mattress Factory has 14 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/01/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      In july of 2023 I bought a mattress from that location. I had trouble with it hurting my back from the start but decided to give it time to adjust. About February 12 of 24 I contacted them for their Comfort warranty. I asked them to replace it with the same model thinking I must have a lemon. I paid an additional 285 for the replacement mattress to be delivered on 02/23/24. I tried to sleep on it for two nights. It felt like I was sleeping on a board, it was so hard. I could not sleep on it without much pain. I contacted the company the following monday 02/26. Someone called me back. The mattress was so hard I thought they must have sent the wrong mattress. The person I spoke to told me it was the same mattress I had ordered the first time and since I had already used their comfort warranty once in 12 months all he could do was come to my house to look at it. Not seeing any use in that since they had already told me what they could do I declined. I am convinced this could not be the same mattress I bought in july of 23. It must be mislabeled or something has changed in the model. It is much firmer that the last one and I can not use it. Since I have been a loyal customer for many years I expected better from that company. At this point I would like either: a replacement of this mattress with a softer version, thinking that might work. Or a refund of the money I paid for this mattress I can not use. I would even accept paying an additional 285 for the softer version of this mattress.

      Business Response

      Date: 03/09/2024

      Please see attached letter with resolution for customer *******************. Complaint ID ********. Thanks.

      Customer Answer

      Date: 03/15/2024

       
      Better Business Bureau:

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

      Sincerely,

      *******************

    • Initial Complaint

      Date:11/21/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 purchased a king orthopedic euro-top mattress on 12/2/2022. The mattress on one side started slanting in. It wasnt wear your body would lay but on the corner edge. We called and talked with **** who said that they would come get mattress for two days and fix it. We did that and slept on air mattress. Well they brought it back and it was not fixed. They will not replace it they said they would charge us. We paid $1649.00 and got a defective product and now we have to send it back again and sleep on air mattress. We are not happy customers. We have bought several mattresses in the past from them but I think they have lost us as customers

      Business Response

      Date: 11/29/2023

      Hi, I am attaching a document with all details about complaint ID ********. The issue is solved. Please let us know if you have any questions. Thanks.,

      Customer Answer

      Date: 11/29/2023

       
      Better Business Bureau:

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

      Sincerely,

      ***********************

    The Original Mattress Factory is BBB Accredited.

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