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

  5220 Capital Blvd Raleigh, NC 27616-2924

  
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  The Original Mattress Factory

  9965 Chapel Hill Rd Morrisville, NC 27560

  
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  The Original Mattress Factory

  776 W Williams St Apex, NC 27502-5100

  
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  The Original Mattress Factory

  134 Shenstone Ln Garner, NC 27529-6902

  
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  The Original Mattress Factory

  7000 Glenwood Ave Raleigh, NC 27612-7143

  

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:05/20/2025

  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 am seeking to return and recieve a full refund for the classic plush full set mattress and boxspring purchased on 5.03.25 for a total of $748.61.I started to have back pain and discomfort and called the store on 5.13.25 to address the issues. It has been an awful experience in which can be captured from the numerous emails I have sent in effort to directly resolve this issue. The only options available are a home inspection of the mattress set, to bring forth next steps should there be an issue according to the vendor in which it would be addressed. The comfort policy is misleading, as is there advertisement of the product I purchased. I have tried multiple times to respectfully settle this issue and I keep receiving the same ************** condense the matters of concern,The comfort policy and description of the mattress is misleading. The store stamped a no refund stamp onto my receipt after I had paid, they charged me for dirty foam mattress toppers to allegedly fix the issue, I was reimbursed for said pieces. The associate ********* was rude, and unprofessional, provided misinformation regarding their comfort policy stating i would need to return the mattress so they can donate it, i would then pay 25% of the higher costing mattress if i were to swap it out. The store manager **** stated it would be 25% of the lower cost mattress plus the difference of the one i select if i made the swap. ********* also was making unnecessary remarks and being sharp and disimissive. The mattress and boxspring are not the same as the advertised product online. I have pleaded and offered to bring this product back myself to help the refund processing. This has been an awful experience, and appears this company's only interest is in strong arming and taking advantage of the general public who does not know any better.

  

  Business Response

  Date: 05/30/2025

  May 30, 2025

  Better Business Bureau
  ********************************
  *****************
  Attention: **** ******
  
  Case Number: ********

  I am in receipt of your letter dated May 19, 2025 regarding Case Number: ******** regarding the concerns raised by ******* *******.
  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. 
  

  In response to the customers request for a full refund; for the protection of the consumer, The Original Mattress Factory sells only new bedding products with all new materials. Therefore, we do not accept returns or exchanges on upholstered bedding products, including, but not limited to mattresses and box springs.  This position is clearly stated on signs displayed at our stores, in the warranty card, on our website, on the back of the invoice customers receive when making a purchase and is stamped on the front of that invoice.  Copies of the sign, invoices and warranty card are attached for your reference.
  We have thoroughly reviewed all documentation of our correspondences with Ms. ******* since the initial purchase on April 27, 2025.  We have also taken time to speak to each employee that worked with Ms. ******* during her visits to our store.  Our records indicate the following:

  4/27/25 - Ms. ******* purchased a full Classic Plush mattress and box spring at our factory location at ********************************************************************************************** 
  

  5/3/25 Mattress and box spring were picked up and signed for that they were received in good condition.  (See Attached)
  

  5/11/25 Ms. ******* called to report the discomfort she was experiencing with the mattress and discuss her options.  Our sales associate explained the 365-Day Comfort and Size Change Policy and offered to give her a foam topper to make the mattress feel softer. The Comfort Policy states: 
  

  In the unusual situation where a customer has a non-warranty issue related to personal comfort or size 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.  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 fees.
  

  Just to clarify, The Original Mattress Factory does not get any tax credit for donations, nor do we sell or reuse any materials in beds that are in the comfort policy as customer states in her email correspondences.
  

  5/11/25 Ms. ******* picked up the up the 1 foam topper at no charge ($40 retail value).  She also asked about getting additional toppers and expressed her interest in convoluted (a.k.a egg crate) foam.  Admittedly, there was some confusion regarding the availability of the foam toppers at the time Ms. ******* was in the store as well as how many toppers she was wanted to purchase.
  

  5/12/25 Ms. ******* emailed to express frustration and report that the foam topper she received was dirty.  It appears the topper may have inadvertently touched the floor in the factory and, therefore, had some dust or dirt on it.
  

  5/14/25 I attempted to call *********** but we discovered that the phone number that had been recorded on the invoices was incorrect.
  

  5/15/25 Ms. ******* sent another email.  OMF sent an email back to get the correct phone number and schedule a time to discuss.
  

  5/15/25 I spoke with Ms. ******* about her experience and the discomfort she was experiencing.  We walked through an example and the cost of swapping her mattress with another model in our lineup. I also offered to deliver a piece(s)of foam to replace the foam she received. She declined the offer and asked for a refund on the foam purchased.  The full purchase price of the foam with tax ($42.90) was refunded to her **** card.

  5/19 Received an email from ********** asking for a refund on her entire purchase because the mattress did not match the advertised specifications.  She also attached the pictures submitted to BBB as reference of the height discrepancy. 

  I called Ms. ******* to discuss how to measure mattress thickness so the crown of the mattress was included.  I offered to make a visit to her home to conduct a complete inspection of the product to make sure that everything was built correctly and to verify the height. She declined the offer and asked me to send her pictures of the Factory Floor model.  I sent her pictures and a link to the measuring instructions on The Original Mattress Factory website.****************************************************************************
  

  5/20 We received the notification of a complaint from the BBB. 
  

  In the BBB complaint that was submitted, the customer makes several claims that we would like to respond to:
  

  The only options available are a home inspection of the mattress set

  The in-home inspection is one option that is available to the customer and was based on her most recent comments that the mattress was not to specifications.  The following options are available to the customer:
  

  In-Home inspection to verify that everything measures out correctly and that the mattress and box spring are free from obvious defects.
  

  We have a product warranty for those rare situations in which there is a defect in material or workmanship.  Please note that the Classic Plush mattress and box spring purchased has a 10 year, prorated warranty. See ************************ Policy & Mattress CareGuide for details.  Please understand that comfort is not guaranteed and that it is up to each individual to select a product that is the right comfort choice for them. 
  

  Comfort and Size Replacement Policy as described earlier in this response.  Ms. ******* has this option available to her until May 2nd, 2026.  
  

  Factory Inspection: We follow strict guidelines in the production of our products and would be happy to compare Ms. ******** mattress to the approved specifications for this product by offering to have Ms. ******** mattress picked up, at our expense, and to have it brought back to the factory for a thorough inspection.  We would take everything apart and inspect each layer of material to ensure that there are no defects and that the materials and construction are correct.  We would invite Ms. ******* to be present during this inspection so she can see exactly what we see.  Without question should we discover that there is a manufacturing or material defect, we will repair or replace the material at our option.  Please note that in order for product to come back into our factory it must be in sanitary condition and must undergo a sanitization treatment.
  

  The comfort policy is misleading, as is there advertisement of the product I purchased.
  

  We apologize if there is something in the comfort policy that she did not understand.  There is signage in the store that clearly explains the policy and the policy language (set forth above) is fully disclosed in the warranty pamphlet that each customer receives at the time of purchase.  ***** associates are also trained to explain the policy to customers at the time of purchase.  We are also available to answer questions should they arise.
  

  The store stamped a no refund stamp onto my receipt after I had paid,
  

  Our sales staff is trained to fully explain the comfort replacement policy to customers at the time of sale and again if it becomes necessary, after the sale.  It is entirely possible that the stamp was placed after payment, but not before reviewing with the customer or before the customer received/signed for the product.  Any concerns by the customer could have been raised at that point in time before taking the product and the transaction could have been cancelled.
  

  they charged me for dirty foam mattress toppers to allegedly fix the issue
  

  We sincerely apologize for the dirty toppers.  This is well below our expectations for quality and service and never should have happened.  **** authorized a full refund as a result.
  

  The sales associate ********* was rude, and unprofessional, provided misinformation regarding their comfort policy stating that I would I would need to return the mattress so they can donate it, I would then pay 25% of the higher costing mattress if I were to swap it out
  

  We apologize for anything the customer took offense to.  What is describing is not in line with Christines normal pattern of behavior and the interaction, as witnessed by another sales associate was described as being friendly and uneventful.
  

  The mattress and box spring are not the advertised product online.
  

  We are happy to conduct a full inspection of the product to show that the product is built to the advertised specifications and tolerances.
  

  It appears this companys only interest is in strong arming and taking advantage of the general public who does not know any better
  

  This couldnt be further from the truth.  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 te Ms. ******* or any other customer.  We understand that Ms. ******* is not happy with the comfort of her mattress and we are willing to try to work with her to resolve that issue.
  

  Ms. ******* does have options available to her and we are open to discussing those options with her further. We do admit fully that the dirty foam toppers fell well below our standards.  Taking that into consideration, we would be willing to waive the 25% fee on the comfort adjustment policy if that is an option she would like to pursue.   She would then only have to pay the difference between the cost of the mattress she originally purchased and the cost of the replacement if that replacement is more expensive than the originally selected model.  
  

  Please Reference the Attached Supporting Documents
  Signed invoice confirming receipt of product in good condition; with return policy stamp.
  Back of invoice
  Limited Warranty & Mattress Care Guide out lining pertinent policies.
  Weve Got You Covered desk sign displayed on sales desk.
  Credit Card receipt signed by customer.
  Signed invoice confirming receipt of a Foam Topper, with return policy stamp.
  

  The Original Mattress Factory has a long standing reputation for integrity and fair dealing and we appreciate the opportunity to work with you to resolve this customers concern.  If you have any further questions or concerns, I would be happy to discuss those with you. 
  
  Sincerely,
  
  
  **** ****
  Vice President