Ortho Mattress — Hotel in Cerritos

HORRIBLE customer service! Ortho mattress are a total rip off!! I paid nearly 2700.00 that is with a comfort exchange for a bed that is very uncomfortable! First off within one month they charge you over 300.00 to exchange a bed. They make you wait 30 days to make sure you are miserable! After the second bed I was told to rotate my bed to git rid of air holes! Really?!! After continuously complaining and offering to pay more for a comfortable bed, salesman Nick offers to send a mattress inspector out to get an exchange from their "phenomenal customer service". 3rd party mattress inspector comes out a week later sends a report in and I get a report in the mail 10 days after inspected saying since the mattress does not visibly go in 1 1/2 inches it does not meet standards. The mattress sags on all edges! You slide right off and only when laying in it you feel yourself sink in separate spots. I told customer service this and they say "well the mattress inspector isn't going to lay in your bed"..... with a rude attitude! Nothing but rude customer service! I go back to the salesman, Nick telling him he sold me their warranty. Because their guarantee I spent so much money for what I expected to be a good quality bed. He tells me "I am just the salesman and I can't do anything for you". How rude is that?! He can't even offer to make any calls for me! Instead he sends me to a mattress inspector who tells me to take it up with Ortho customer service, who blames the mattress inspector for his report. I took my horrible experience to corporate and I get the same attitude! My husband and I had major back problems and had miserable days due to lack of sleep. $2,645.00 DOWN THE DRAIN! ORTHO IS UNLOYAL AND A...

I'm sharing my experience with corporate not the sales person at Ortho who was fine. I owned a temperpedic mattress for over 10 yrs and lost it in the divorce. So instead I bought a mattress from ortho but by month#2 I started having back pain so I flipped it and figured it would be fine. That side also became uneven & was still bothering my back (it was the only thing that had changed). I SHOULD HAVE CALLED at this time but i didn't (preoccupied with life ) ; they did send a very nice Julio to check on the mattress only to find one side had dipped 1/4" and the other side 5/8". The warrenty lady Linda explained it was just over the 100 day and could not be exchanged for comfort reasons and that it wasnot a quality issue. WHAT!!! I could not believe it. I explained that the mattress is not even and hurting my back ( i've even been seeing a chiro) and THAT MAKES it a deffective mattress! In what world is it ok to pay 100's of dollars for a mattress and in less than 4 months this is happening? She said I should have been turning it every month and I told her I was Never told that , again an error on their part if they aren't training their techs. I am so upset about this. She said she could send someone in 60-90 days to review and see if it's hit the 1" difference . I don't understand this terrible customer service. Really. I'm supposed to sleep on it for another 60-90 days and they still might not replace a defective mattress? Please READ THE FINE PRINT on large item expenses! ASK questions and be sure you know their return policy BEFORE...

My problems with this bed began as early as my 2nd year of ownerships but at the time I read the warranty terms and I knew it didn't qualify "yet". It eventually grew worse and worse until the poor quality of the mattress was negatively affecting my sleep. Still, I waited until it had gotten so bad, the depression so big, that I knew they could not deny my claim. By Year 5 the depression being 3" deep at rest, to an even worse state with weight on it. It negatively affected the quality of my sleep and I finally filed my claim.

Overall the process waranty claim process cost me $60, took almost 90 days to resolve and despite the poor shape of the bed, they denied my warranty anyways claiming the bed was "soiled". I dispute that claim, I specifically purchased the bed protection kit that was upsold me. The only time the mattress was not in the covers is when those bed protectors were being washed. There was no soiling at all as the mattress was well maintained and protected within the protector they upsold me specifically claiming it was needed in case I needed to warranty the mattress.

Overall I feel they had no intention of supporting their warranty at all and were looking for any excuse to deny my claim, despite inspector comments how bad the mattress was, salesmen's claims that the protector would preserve my warranty, and their claims on their website concerning the "10 years" of support...