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Business Profile

Mattresses

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

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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:05/21/2024

    Type:Delivery 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.
    Ordered a king size mattress on line. The invoice included delivery and set up of new mattress and removal of old mattress. the delivery men said they could not remove old mattress because of old condition. Nothing was mentioned about condition of old mattress during sale. no mention of condition of old mattress on invoice. just removal which they did not.

    Business Response

    Date: 06/12/2024

    Dispute Resolution
    Better Business Bureau
    1169 Dublin Road
    Columbus, OH 43215
    And
    15 West Fourth Street, Suite 300
    Dayton, OH 45402

    Re: ID #: ********

    We are in receipt of your letter regarding ID# ********.

    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 contacted *** ****** directly, addressed his concerns and agreed to refund the One Hundred Thirty-
    Four and Thirty-Eight Cents ($134.38) that *** ****** stated as a desired settlement. The refund was
    accomplished, and *** ****** is satisfied with the resolution.

    If you have any additional questions or would like more information on this matter, please do not hesitate
    to contact me at ************.

    Sincerely,

    ***** ******
    The Original Mattress Factory

    Customer Answer

    Date: 06/14/2024


    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,

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

The Original Mattress Factory is BBB Accredited.

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