The Original Mattress Factory — Local services in Bainbridge Township

As I sit here and wait for my second purchased mattress within 90 days from the original mattress factory. I decided to use social media to voice my frustration and concerns. I will also be forwarding this email to The Original mattress factor corporate office and the state attorney generals office. I purchased a mattress in the end of July. I noticed extensive sagging within a month. I called the store I purchased it from and voiced my concerns. I told them there was a problem and what the problem was. I also noted that I was replacing the same mattress that is know in my spare bedroom. The mattress checker called and said they were extremely busy do to “covid” and he would get back to me in a couple of weeks. I called back after 2 months and said can you have the gentleman call me about my mattress. He finally called and set an appointment. This gentleman was a nice and knowledgeable guy. He immediately pointed out that my box spring was not sufficiently supporting my mattress. He pointed out the bow in the center structure. He than said that he has never seen a support system that I had. This gentleman said he had 25 years in the industry working for the Original mattress factory. It was odd that he has never seen a metal bunky board? He went on to measure my mattress and stated that it was only sagging just over ¾” and didn’t meet their guidelines for defective. He never conducted any tests on the box spring. We moved the mattress into a different room and laid it on a flat hard surface. Again, it was within the specifications? So I asked him wat he would do in his professional opinion. He said remove all of the support and lay the box spring and mattress directly on the floor. He said he would file his report with the company and left. We spoke about the 365 guaranty when he was here. So I tried his suggestion for a couple of nights. It was worse. I immediately went back to the store. I voiced my concerns to the store owner. The store owner seemed concerned and discounted the new box spring as a set price instead of regular price. He was nice as well. I upgraded my mattress, purchased a new box spring and a bed frame. He told me I should send an email to corporate. I might be new to business, but isn’t that what I was doing when corporate sends out a technician to tell you nothing is wrong with there mattress and you return to the store and repurchase a mattress that is only 90 days old? Seems a little one sided. I repurchased a mattress from the Original Mattress Factory because it was the least expansive option. I would have thought that they would have given me free delivery or a free box spring or something for being a return customer and having an issue with the prior mattress. I understand that I used the 365 day guaranty and needed to pay for the upgrade. The part that bothers me is I have no recourse and no one that holds them accountable. Both the mattress and box spring will be removed from my house by the company and other than my word no evidence that a problem ever...

Super knowledgeable and professional. We had a king size original mattress for the last 14 years we loved it and it lasted great. For a new mattress we tried a competitor and instantly regretted it. I called Rich and he said they could have the same model we loved for 14 years at our house this week. There are some companies that sell a product and there are others that take their service and product very personally. Rich was great, zero pressure but extremely knowledgeable and you can instantly tell he cares deeply about his customers and the quality of the mattresses they make.

*Follow up review: The delivery guys were great and on time. Mattress was exactly what we ordered and we are sleeping better than ever, whatever position I fall asleep in is how I wake up in the morning. I don't know how you get better sleep than that. We are...

I was in between moves & slept on the bed I bought at my mom's house for 3 months...top of the line Regency series...great bed...the sales person or warehouse did screw up...i had to drive an hour to my new home to get delivery...supposed to be there at 7:30 in the morning. Anyway, they were delivering my bed to my mom's address instead of my new address...I had believed it was very clear as to where the bed was to be delivered. So my morning was wasted...delivery had to be another day...sounds like a small thing except that I have cataracts & am not supposed to drive in the dark but did it anyways to get the delivery...They have offered me apologies...they could have taken off the cost of the delivery. I need another bed but feel I will have to look elsewhere because I am still steaming...this was POOR...