Ortho Mattress — Attraction in Ventura

Extremely disappointed with the service my sister and I received. I am a previous customer from 2020. So is my Mother in Law of 15+ years ago! Previously, we had a great experience buying our mattress here. When my sister began looking for a mattress, we recommended her to Ortho Mattress in Ventura. My sister is from the deaf community. She is legally disabled. However, in spite of that, she is very independent and does not have problems making purchases. Yesterday, I received a FaceTime call from my sister, who told me the person at the store was having a hard time understanding her. SueZ was extremely rude. When my sister first got there she felt pushed away un welcomed . if you are familiar with the deaf community they are extremely well with reading and observing people vibe, gestures, body language etc. My sister usually writes things out on paper or on her phone to communicate with people. My sister was confused about why the lady "helping" her could not understand what she was writing down. Well unfortunately SueZ was being extremely rude, making my sister feel like her business was not welcomed. I continued to tell her what my sister was looking for SueZ said " ugh this is so frustrating and difficult this is to much for me " all this writing back and for is overwhelming to much" I don't understand why she is allowed to go places without someone" that was uncalled for I respond after she was done complaining about my sister I said " how do you think she feels?" "My sister is very independent and capable of going places because most place take their time to communicate with her being deaf". " and if they are unable to communicate my sister reaches out to me, that's why I am here". I then continued to try to speak with the the lady through Facetime while my sister was in the store. She refused to speak over Facetime still. Her tone of voice was extremely rude and it seemed like she could not be bothered to help. My sister was an inconvenience to her. First of all, how dare this able hearing and speaking person say this to me. I have not 1, but 2 hearing and speaking impaired siblings, as well as nieces and nephews who are also non-hearing/speaking. How dare she try to suggest that a disabled person should require to have a translator with them to do everyday normal things, such as shopping. Not only that, but how rude and unkind of her to tell me that she can't understand and did not want to even try to communicate with her. If only she knew what it's like for mute and deaf people everyday. I did not have the heart in me to tell my sister how rude and awful this lady was being at the time. So despite how awful she treated my sister and I, my sister went ahead and made the purchase. I am only writing this because this is blatant example of discrimination against disabled persons and unethical conduct. It may even be in violation of the ADA. We will be filing a complaint...

I had originally given them 5 starts, but sadly had to revise my review. My aunt was in the market for a new bed. She did not want to stop at ortho mattress because the last time she had shopped there she was completely ignored by the salesmen, so she left and said she would never go back. But, we were in the area, so we stop in to check out the selection. Sue-Z was amazing. She helped us out, got my aunt what she wanted, she went above and beyond (she was why I gave them 5 stars the 1st time). However, when my aunt had not received her bill (she financed part of the bed) she got worried and tried to contact customer support. That was easier said than done. The number is busy, not matter the time, day or night. So she went ahead and called the store. The person who answered, I believe was named Chris, was not very kind! She explained that she was trying to figure out when her 1st payment was, she had not received her bill and it had been over a month. He got an attitude with her and when she told him "thats fine, we can just cancel the entire transaction" his reply was " lady, all you will ever get is store credit!!" And hung up on her. Now if that is how they treat someone who is trying to give them money, I would hate to see how they treat people that have a bigger issue. She was able to get ahold of someone at a differebt number and she paid her balance in full so she no longer had to deal with that type of poor customer service. Because its impossible to get ahold of customer service, and the actions of their employee Chris, my husband and I will not be purchasing our mattress from ortho, nor will we be recommending them to anyone we care about. That employee obviously does not care about the harm he is doing to that business, and i do not care to give my money to business that employ people like that. Sue-Z was the saving grace for my aunts purchase, but she's not enough to make me want to go through that...

I had such a wonderful experience at Ortho Mattress comparison shopping yesterday with Sue-Z. She was friendly, knowledgeable and helpful, and she really brightened up my day, so it was a pleasure to go back today to purchase my new mattress from her.

To make things even better, the mattress I chose was in stock and is being delivered to me the day after tomorrow. (Sue-Z even made sure to confirm with the warehouse that what I’d purchased was in fact in stock to avoid any potential confusion, which was an additional pro move on her end.)

I’m delighted that I stopped by Ortho Mattress and will recommend shopping there, and working with Sue-Z, to anyone who asks. The showroom is clean and orderly, well stocked and comfortable, which is important when taking the time to decide on such a personal item. I was able to really relax and experience the products, which isn’t always easy to do when shopping for new bedding.

I feel well informed and well protected by their product policy, warranty, and comfort guarantee, and I’m really excited for some great sleep on a mattress that was carefully chosen based on my sleep needs.

Thank you Sue-Z for all your help and for making a large and important purchase such an easy and...