Reviews

This profile includes reviews 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 has 11 locations, listed below.

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  The Original Mattress Factory

  8200 South Blvd Charlotte, NC 28273-6916

  
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  The Original Mattress Factory

  2011 US Highway 70 SE Hickory, NC 28602-5161

  
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  The Original Mattress Factory

  411 Cox Rd STE 140 Gastonia, NC 28054-0657

  
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  The Original Mattress Factory

  20910 Torrence Chapel Rd Cornelius, NC 28031-3300

  
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  The Original Mattress Factory

  8520 Pit Stop Ct NW Ste 20 Concord, NC 28027-8219

  

Review Details

• Review fromLinda M.

  Date: 01/23/2025

  1 star

  Linda M.

  Date: 01/23/2025

  On 11/30/24, after examining the display mattresses, I ordered a Q-Orthopedic LUXURY Firm Set (with low profile box springs), Spec Ortho Cylinders (every other one along the edge of the mattress).It was delivered Fri. 12/20, and after set up as I tested it, I knew the mattress was firmer than the one I ordered. I returned the very next morning to check the display models and confirmed that my new mattress was very firm like their ULTRA Firm display, which was noticeably different than the LUXURY Firm model of which I had specifically ordered, but did not receive. As I complained to the manager **** *****, he said they could check it and fix any issues. I stated that I would not pay any extra to get the mattress I ordered and paid for. I stated that if not resolved, I would want my money back. He informed me - no refunds.The company then sent a rep. ******** to my home to check the specifications. He claimed that all specifications were correct for the LUXURY Firm. I totally disagreed and pointed out that it wasn't like the model I choose from on the store's display floor. He said they would come and take the it back to the factory to check it's construction. They would fix any error. If no error was found, I could pay extra to have them upgrade for more comfort. I said I would not add any more money to get the mattress I expected from their display chooses. I said I would want my money back if it wasn't resolved. He said no refunds.On Sat. 12/28/24 they collected the firm mattress. He called and said that no errors were found, and that my mattress was as I ordered, he did not detect any fault as to the differences of the display model. I said I was not satisfied and felt it was a "Bait and Switch" to get more money from me. I told him I would file a complaint with the BBB. The firm mattress was then returned on Tues. 12/31/24, with no corrections. I placed this firm mattress in my spare bedroom, which is not used at this time.
  

  The Original Mattress Factory

  Date: 01/31/2025

  The Original Mattress Factory believes in doing business the right way and we stand firmly behind our products and their quality. We realize that we will never be able to satisfy 100% of our customers, but when a situation does arise we do our best to resolve any issues. You state in your post that the bed you received is not the same as what you tested in the store. Please understand that we follow strict guidelines in the manufacturing of our products. Each product follows specific build specifications and construction methods and goes through an internal inspection process. The product that you purchased has been part of our core product line since 1990 and has a very strong performance record. If the floor models were not representative of the products we sold and delivered, it stands to reason that we would have a lot of unhappy customers. Not only is this not the case, but we have a strong reputation for quality and service and more than half of our business comes from repeat customers or ************ response to your concerns, we conducted an in-home inspection of the product at our expense. We found that the mattress was free from obvious defects and that the correct mattress was delivered. As you were not satisfied with the findings, we offered to bring the mattress back to the factory and take it apart to inspect every layer of padding to ensure that there were no defects and that the materials and construction were correct. We invited you to be present for this inspection so that you too could verify that all was in order or point out any concerns from your perspective. We conducted the inspection, although you declined to be present. The inspection confirmed that you received the correct mattress that was built to the exact specifications for that model and the product was free from defects. As discussed with you on different occasions, you have the option to utilize our Comfort/Size Policy which is offered for one year from receipt of the original product. 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 ********************** 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. 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 fee 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 you or any other customer as you infer in your post. Please reach out if you would like to discuss.

• Review fromCarlos C

  Date: 12/09/2024

  1 star
  I recently visited this store in ********, **, to purchase a couple of mattresses, and I found the store manager to be very courteous. After discussing my needs, I opted for an adjustable bed to assist my wife with her snoring and a different mattress for myself. However, the manager did not inform me about the return policies for the adjustable frame while we were finalizing the purchase. I also take some responsibility for not reviewing the flyer he provided when I left the store rather than during the transaction.Two weeks later, my wife and I returned to the store to exchange the unsatisfactory mattresses and return the adjustable frame. To our surprise, the manager informed us that we could not return the frame, though he seemed unsure of the specifics. After seeking clarification, he had to call the factory to get information about our situation. A few minutes later, he explained that the details were in the flyer.I am left wondering why I can exchange a mattress but not return an adjustable frame that is in perfect working condition and only two weeks old. While the store manager was polite, he failed to communicate crucial information regarding the return policy, which he appeared not to know. Now, I find myself stuck with an $800 adjustable frame that we no longer need due to the manager's negligence in providing important information. I believe this situation reflects a deceitful practice that takes advantage of senior citizens like my wife and **** wish I had read all the reviews online about this company before buying from them.

• Review fromElizabeth W

  Date: 03/19/2024

  1 star

  Elizabeth W

  Date: 03/19/2024

  I bought a $1,200 mattress from them. I had wanted a plush since I sleep on my side. The in in the showroom didn't seem like old time traditional mattresses. They were very bouncy and The Edge did not have the same support as the rest of the bed. Old time, traditional mattresses had the same on the edge as they did in the middle.The salesperson recommended a pillow top so it wouldn't be so bouncy. And I got Edge support because there wasn't much on the edge.But when I received my mattress, The Edge support felt like I was sitting on a 2x4. And apparently the pillow top made my mattress a lot firmer. I didn't know it was going to do that. It was so hard I couldn't wait to get out of bed. And my body was quite sore when I did. I complained about it but got nowhere. They said give it time. After about 6 months it'll be broken in. It didn't make any difference.I think they're the only company I've ever dealt with were you cannot get a refund on anything, even though everything is brand new.You can get another product for 75% off within the first year, but after that why would I want to risk throwing more money away?They use the excuse that they can't resell it. Which is true for any mattress company, but a company that stands behind their product will give you a refund and just eat the loss. Not true with the original mattress factory.I talked to three different people and the last one I thought was someone who might be able to make customers happy. He even said he wanted me to be happy. He talked the talk, but didn't walk the walk.My older, much cheaper mattress in the spare bedroom was much better, so I switched them out. Now I can sleep. They say their prices are good because there's no middle man. Their prices aren't any better than any other place that does have a middleman. So what does that tell you?
  

  The Original Mattress Factory

  Date: 04/26/2024

  Thank you for taking time to share your perspective. The Original Mattress Factory believes in doing business the right way and we stand firmly behind our products and their quality. We realize that we will never be able to satisfy 100% of our customers, but when a situation does arise, we do our best to resolve any issues and strive for the win-win solution. 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 offering quality products and service at a great value. In fact, more than half of our business comes from repeat customers or referrals.Regarding your comments on the return policy, we do not accept returns once a product has been out of our control. This is because we only sell brand new products, for the protection of our employees and customers. It is our standard practice to review our Comfort and Size Change Policy with every customer at the time of purchase. This policy is printed on the back of every invoice, in the warranty booklet that you received at checkout, and also is listed on our website.We really want you to love your mattress and get great sleep. The Comfort Adjustment Policy remains an option for you up to one year from the date that you took possession of your mattress. This policy allows you to make a one-time reselection of a new model from our current stock for a fee of 25% of whichever piece is less expensive. If you decide that you would like to go this route, please call our factory at ************.Thank you,-The Original Mattress Factory

• Review fromMelinda N

  Date: 09/17/2023

  1 star
  Sale horrible mattresses at top dollar quality. You can literally see the body impressions of my husband and myself. Per company they are with in tolerance and will only sale me a new mattress at a discounted rate. First mattress ***** why would I buy another one.

• Review fromTracey and Trayvon R

  Date: 09/08/2022

  1 star
  Bought a king sized mattress spent $1800 worst mattress I ever purchased in my life. I am in pain and after two weeks I called them to complain.. they said you have to break it in.. oh my I'm a widower I alone sleep on the mattress and I purchased a $75 protective cover... no refunds or exchanges. What's the ten tear warranty for if I can feel the springs after two weeks.. I feel like I've been robbed... I smell a class action .... they've some how went for profit over quality.... sick of these companies .. you got me good but you'll be out of business soon if you keep this up... Shame on you... your mattresses are no good

• Review fromLinda C

  Date: 06/18/2022

  5 stars
  I recently bought a new mattress set. The set is great. The young man who helped me was great- ***** very knowledgeable and customer oriented. The delivery and set up was great. I would highly recommend this store.