The Original Mattress Factory — Local services in Medina

The worst customer service and return/exchange policy not just of any mattress store, but of any store period. It’s a shame to have to write this review and provide this rating because the experience I had in the store went well. But the complete lack of after purchase support makes this a place to avoid. Read on for details.

Return/Exchange Policy – Be aware that once you buy anything from the store, you are locked in. Returns for comfort related issues do not exist. And if you do want to trade for something else, you’re paying more money. If you’re one of the lucky ones who can lay on a mattress for a short while and know if it’s right from you; I’m envious. In my experience most people need to sleep a few full nights on a bed before they know if it’s right. Places like Mattress Firm and Sleep Number recognize this and provide both returns and exchanges without charging customers. These places are typically more expensive but in my opinion well worth it so as not to get stuck with a product that doesn’t work for you. For more information on this, see the “We’ve Got You Covered” flyer in OMF’s store or on their website. A cursory read through will make you realize that what’s being covered is the company, not you. As I said above, they clearly lay out that they don’t accept returns, and any change you wish to make will cost you more money. They say this is “for your protection as we only sell brand new products built with all new materials.”. I get that they only sell new products, so do other stores. The difference is that for the customers protection, other stores do exchanges and returns. The only thing being protected here is OMF's profit margin.

Customer Service – Calling it the worst may be a poor choice of words, it’s actually non-existent. I sent in a request for help to the company site. A week later I heard nothing and followed up. Two weeks later I heard nothing and followed up again. This time I was told my requests were forwarded appropriately and they would check why there was no response. I received a vm later that day from someone at the company and when I returned the call I was told he was going into a meeting and couldn’t take the call (i.e. there is no dedicated customer service). Instead of playing phone tag, I asked her to tell him to respond to me in email. I’m still waiting on a response (as of this review we’re nearing four weeks since I sent my initial request in).

Mission Statement – The company posts their mission statement on their website, and ironically ‘being courteous to customers’ and ‘striving for win-win situations’ are two of the three. Ignoring/Avoiding me for almost a month sure seems contrary to courteous (unless they just straight up forgot about me). OMF’s return policy is just a way to trap customers into a product and charge more if they find they’ve selected the wrong product after only a short test in a store. This is a win for the company but a loss...

There's a reason these stores are always empty. If you enjoy sleeping on painful mattresses that don't come close to what they have in the showroom, well this craptastic place is for you. With their unique "no returns" policy, you'll soon part with your hard earned money for a rock solid mattress that provides the experience of sleeping on the floor with the added bonus of springs pushing into your back. Not satisfied? They'll happily provide you a dirty, grease smeared piece of foam to use as a topper that'll ruin your brand new bed's cover. Want even more excitement? They'll throw another couple pieces of foam at you so you can stack yourself to the ceiling using garbage materials on top of your giant brick. Nothing says low quality like having to add external mismatched layers of cheap foam to an expensive purchase. And enjoy the pleasure of informing the sales people of your displeasure and having them tell you to flip your brand new mattress to see if breaking your back will magically make the other side less painful. It doesn't. What a treat!

OR, save yourself the aggravation and buy a quality mattress elsewhere. One that the company will stand behind with an actual money...

went into the Medina store looking for a twin mattress set for our granddaughter and a king mattress set for ourselves. I had called prior to our visit to check on stock at the store level. Met Tom whom was very knowledgeable and went thru the different levels of mattress. He was also very good at explaining the difference between the types of mattress available to the public.

We appreciated his frank explanations and differences. We could not decide between 2 different sets. He then explained to us that we had picked the same set, but the difference was the top padding between the two. With that he saved us about $200.00 with our choice. Set was delivered in two days and for $5.00 per piece the old mattress set was removed so we did not have to deal with it.

Anyone looking for good quality goods along with excellent non pushy sales persons.......go visit Original...