The Original Mattress Factory — Local services in Maple Grove

My experience is very similar to another review for this store.

I spent around $2000.00 for a mattress less than two years ago and today I had to spend another 2k to replace the mattress from The Original Mattress Factory.

My problems started when we gave our mattress almost a year before realizing it was not living up to the sales pitch we were given. This company brags about its warranty and return policy when you are looking to buy. But when it comes time to honoring their own promises they find curious ways to reduce their exposure and obligations to the consumer.

Around 11 months of ownership we began to wake up with back aches, hip pain and exhaustion several times a week. We called the store and was told we had a few more weeks where we could actually return the mattress. We noted the date and life kept us from getting in right away but we did manage to get into the store before the date we were given putting us under the one year of ownership and within the return time period.

Once we arrived at the store the salesmen at the store had no notes of our conversation and adamantly denied we had called. He even went so far to accuse my wife of lying about the conversation. Turns out the date we were given was the delivery date not the sales date. This meant we were over the time period to return the mattress.

Needless to say we were not happy. At that time our only option was to file a warranty claim and “IF” the mattresses was found defective by their inspection we could get a replacement versus a refund. The process to file the claim involved having the mattress brought to the factory and actually opened up for inspection.

I guess that would have been fine but the entire time and experience dealing with the representative he made us feel like we were criminals pulling the wool over the eyes of the company when ironically it was us who had been deceived.

Ultimately we were so turned off by the entire experience and customer service received we decide it was not worth our time to even bother filling a warranty claim. We stuck it out, and rotated the mattress every three-four months as instructed and convinced ourselves we were not in pain and the mattress was fine. After all they are such a reputable company when you look at Google.

In February, after a much needed vacation, we realized we were not crazy after getting the best nights sleep at our AirBNB in literally almost two years and we were faced with buying another mattress.

I am truly disappointed in how things turned out as I love to support local companies. I’m even more disappointed about having to spend good money at bad.

Update May 2:

A response was sent as requested by OMF weeks ago with no reply. The desire to help is apparently just a show for...

March 2013: My experience with The Original Mattress Factory Maple Grove, MN.

Salesmanship: 1 Check. Quality: 1/2 a check. Honesty: 0 check. My review is honest, unbiased, hard core and true. I was a 12 year customer. That is correct, was 12 year customer. I try to be the best educated buyer, before I purchase, be as thorough as possible without going overboard. I trusted The Original Mattress Factory, but I was wrong. My full size set has a 10 yr. warranty; I called after the 3rd year, and called twice. March 25, 2013, I spoke with 1 of the Original Mattress Factory owners, his first name is Matt. My set is from the Maple Grove, MN store. I explained the bed set I bought is not performing, I am exhausted, my back is sore, I wake up tired, can you help me? I also stated the thread on the trim is unraveling, you can lift the pad up, you can SEE INSIDE THE MATTRESS, see the coils and all. After making me tell my story to several people, each asking tricky questions, yes, tricky questions, Matt’s solution was that he will be kind and give me a $17.00 piece of foam, not a special piece of foam, just a piece of foam. What does a piece of foam have to do with anything?! You are speaking with a customer as an owner! I paid you good money and was a 12 year customer.

I replied that is really terrible! Really? WOW. Honesty: I am a paying customer, I pay for my products and when I make a purchase, I want to be happy. Well, not with The Original Mattress Factory retailers. Not anymore.

Dishonesty: IF I was told, why yes ma’am, we do stand behind our beds BUT when you call us with a customer complaint and if we are able to trick you into saying – anything – that we can use, to get out of standing behind our mattress, we will do so, we will let you down. Sorry but that is what we will do. We will use what you say AS A WAY TO GET OUT OF BACKING UP OUR MATTRESS. So do you still want to buy from us now? I would have turned on my heels and walked right out the front door. I was told, we sell good mattresses, we sell quality, we are the best, we are a cost savings to you, we cut out the middle man, yes stand behind our products, you will get a good night sleep. This was not told to me as I stood in your Maple Grove MN store to your bed set? Dishonest deception to make the sale and let me down even further. Dishonest is exactly what this is. Thank you The Original Mattress Factory. Thank you for being good storytellers and sticking me with a defective mattress. You can pass that piece of foam onto your next unlucky customer.

This is not a biased review, this is way beyond that, this really...

Edit: bumped up to 4 stars...management contacted me and very graciously offered to send a mattress topper at no charge to use during the next couple months of break-in period. Now after 4 or so months the mattress is more broken in. Still not as comfortable as in the store so I will probably have to use the mattress topper indefinitely, but it's fine as long as I use it.

Tried the mattress in the store, absolutely loved it. Perfect. Everything I was looking for. Ordered it, it's as stiff as a board, literally NOTHING like the one in the store. I thought maybe it just needed to be broken in...nope. A month later it's still just as stiff. Terrible. I thought perhaps they would make an acception to their "no exchanges" policy since the product they sent me is completely different than what they led me to believe I was purchasing. But no, they flat out refused to do anything about it. Extremely disappointed in their dishonesty and unwillingness to make their own mistake right. I will never...