Complaints

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

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The Original Mattress Factory, Inc. has 13 locations, listed below.

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  The Original Mattress Factory, Inc.

  4930 State Rd Cleveland, OH 44134-1214

  
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  The Original Mattress Factory, Inc.

  25963 Lorain Rd North Olmsted, OH 44070-2737

  
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  The Original Mattress Factory

  3737 W Market St Unit M Fairlawn, OH 44333

  
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  The Original Mattress Factory

  585 Howe Rd Cuyahoga Fls, OH 44221

  
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  The Original Mattress Factory, Inc.

  4322 Belden Village St NW Canton, OH 44718

  

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:10/23/2023

  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.

  Before entering negative ratings on the many social media platforms, we decided to first address this issue to the Better Business Bureau for resolution. On October 3, 2023 my wife and I purchased a King size mattress from The Original Mattress Factory at **** ***** ***** ********* ***** When speaking to the sales associate he asked us if our beds had a slatted frame. We explained we hadn’t yet received the bed yet and didn’t know. He then suggested we purchased bunk boards at an additional cost of $120.00. We asked if he thought we needed them and he stated that the mattress would sink between the slats and the bunk boards would eliminate that condition. .
  After our bed was delivered, we found that the bunk boards in question were supplied by the bed manufacturer therefore we didn’t need the ones from The Mattress Company. We left the bunk boards in the van to return to the store. On October 7, 2023 we took the bunk boards back to the store for a refund. When talking to the manager he told us that we couldn’t return them for a refund because once we left the store with them, it was ours and no refund was available. We took him out to the van and showed him the bunk boards were untouched, still sealed in the original coverings provided by his company and obviously not used. He essentially said he didn’t care, that this was their policy and we were stuck with them. Never before had we had this “no-return” policy enforced by any other of the reputable stores we have dealt with. In fact, that week we had returned queen sheets that we had purchased from ****** because it was the wrong size with no problem whatsoever. We were never advised of a no-return policy. This policy is certainly good for the store as guaranteed profit with no repercussions of returns.

  

  Business Response

  Date: 10/24/2023

  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. This attitude has helped us to maintain an A+ rating with the BBB. We appreciate that the customer has decided to reach out to us via the BBB to attempt to resolve their concerns. We do not take returns on any item that is out of our possession. Both for quality control and health & safety reasons. 

  This policy would have been discussed in detail by our sales associate ***** on the date of purchase, Oct. 3, 2023. ***** also helped the customer understand their options available when they asked about possible support issues with the furniture bed they had purchased somewhere else. The Original Mattress Factory would in no way force a customer to buy something they did not need, and certainly would not have sold any item without explaining our strict No Return policy. As the customer communicates, they purchased a very uncommon item (bunk boards), which would bring greater attention to the fact that returning those items would not be possible. 

  The customer signed a receipt saying that they understood these policies. They also would have received a warranty booklet with their receipt describing in great detail all of our policies here at the Original Mattress Factory. All of these policies are clearly posted on our website also. We will attach the pertinent paragraph to this response to reiterate the "why" for that policy. We welcome the customer to contact us again if they wish to discuss anything.

  WHY WE DON’T ACCEPT RETURNS
  Once a product has been out of our control, we don’t allow it back into our retail or manufacturing environment for the protection of all of our customers and our inventory. While some mattress retailers resell used mattresses or increase the price of their mattresses to cover the cost of returns, The Original Mattress Factory believes it is not in the best interests of our customers to do so.
  We want all of our customers to rest assured knowing that when they purchase a product from The Original Mattress Factory, it is brand new and has never been used by anyone else.
  

  Customer Answer

  Date: 11/16/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  **** ******
  
  
  
  
  
  
  
  
  
   

  Customer Answer

  Date: 11/16/2023

  Replying to the response from the Original Mattress Factory, the key issue is the statement “This policy would have been discussed in detail by our sales associate ***** on the date of purchase, Oct. 3, 2023.” We’ve all heard “would have, could have, should have” as a colloquial response to assumed conditions, but I can assure you that my wife and I were not informed of this policy relative to bunk boards as implied by the company’s response. If this is the procedure to be followed by the salesperson it should be emphasized and enforced. Again, we definitely were not informed of this by their salesperson at the time of purchase. Had that been the case we would not have purchased this product.  When we talked to the salesperson, we informed him that we had purchased a bed frame but didn’t know if it had bunk boards or not as it had not been delivered.  That would have been the opportune time for him to mention the no-return policy. Again, any no-return policy regarding the bunk boards was presented to us.  My wife and I are resolute in that fact.