The Original Mattress Factory — Attraction in Northfield Center Township

I just moved to Cleveland and I needed a new mattress. I went to this store during the tax free week in Ohio and the first time I went I was upfront with the salesperson that I will not be buying a mattress today and I was really just browsing. He fully understood and gave me just a quick overview of the mattresses that I could select from, and tips on what to look for when choosing a mattress, and then he really just left me and my partner alone to try a bunch of the mattresses on our own. Sales wasn't pushy or trying to sell me a mattress on the same day which I really appreciated, and whenever we had a question about the mattresses he always gave straightforward answers that got to the point. I ended up coming back a few days later after trying out mattresses from other stores and the sales representative was very to the point, didn't feel like I was being sold any additional add-ons on top of my mattress purchase and I walked out of the store with getting what I wanted and nothing extra. I scheduled the mattress to be delivered about a week and a half later (even though they had a delivery date available much earlier), since I was waiting on a bed-frame from IKEA to be delivered first. Delivery staff was very straight forward and professional, and respectful towards the my house, they were able to setup the mattress on my bed-frame for me. All in all a very straight forward and comfortable sales experience from The Original Mattress Factory. I went with a Queen Orthopedic Extra Firm (I'm 6'3" and 200 lbs) and it provides great support for me as a side sleeper and it came at a great price as well for the quality of the mattress. The mattress feels like the mattress I tried out in the store and I've been having a good nights...

Good products, Bad customer service. I purchased a king size mattress and paid for delivery, including the additional charge for the mattress to be "set up" instead of just dropped at my front door. The delivery guys simply walked the mattress down the hall and leaned it against the wall with the plastic still on. I had to ask them specifically to unwrap the mattress and put it in a specific place. If I'm paying an extra $40 for "set up", I expect more than just walking it down the hall.

A couple weeks later, I decided to order box springs and a bed frame to go with it, after deciding I didn't want a platform bed. I made the purchase over the phone, and when it was delivered, the bed frame wasn't included. I called the store and they told me the order never included a bed frame. The sales associate never added it to the order, even though they had to make an extra phone call to be sure the item was in stock. Since the sales associate didn't include the bed frame with the box spring order, their solution is for me to place a third order, and pay for delivery again. The person on the phone didn't even apologize for the inconvenience. Totally unacceptable. I'm buying a bed frame from somewhere else; absolutely no ownership of...

Stay far away. When we bought the mattress we explained we didn’t need a box spring because we had a slatted frame. The rep said we NEEDED a box spring under our serenity latex mattress. So we bought a box spring. It only takes 5 minutes of research and 6 months of an aching back to learn box springs under latex mattresses are definitely NOT advisable. Latex mattresses need firm foundations. I called in to speak with their customer service, asking for a refund of the box spring- he belittled my experience saying “my argument makes no sense…you’ve only had it 4 years”…that’s my point, shouldn’t be sagging. We went around in circles for 10 minutes. Customer should always be right. Bad customer service. Sore back every middle of the night. Bad experience. Get your mattress & advice...