Ortho Mattress — Local services in Moorpark

Buyer beware!

I have back problems and hip pain from a broken hip a couple of years ago. Due to this, my husband and I spent weeks visiting mattress stores to find a bed that allowed me to comfortably sleep on my side. We only found 2: the Lansdowne Luxury Box Top at Ortho and a luxury Sterns & Foster elsewhere. We chose Ortho because they are a local company offering, what seemed like, a great warranty for quality work.

Sadly, after spending over $3,000 on a mattress we found that quality doesn't hold much meaning to them. First, we refused delivery of the box springs because there was a seam separating on one and a half-dollar size hole in the other. Then, just 32 days after accepting the mattress delivery, the mattress seam came undone along the bottom pad. Now, 1-month into a 10-year investment, we have a hole almost a foot long in this brand new mattress. Not to worry we thought, it has a 10-year warranty. But no, this is when Ortho began to show their true colors.

We contacted Customer Service and heard back from Letty. She offered to have us choose another mattress and we pay the difference plus delivery. This isn't a reasonable solution for 2 reasons: 1) No other mattress in their store works for me. 2) A manufacture's quality control defect issue shouldn't cost me more money. Eventually, after two weeks of back and forth, Ortho's Regional Manager, Andy, advised us that, because this near foot long opening is near the handle it isn't covered by their 'incredible' warranty, they have a "no refunds under any condition" policy, and they won't be doing anything else about their shoddy manufacturing. When a seam opens like this there is no other explanation than cheap manufacturing, and clearly Ortho knows this since they've broadly excluded these types of problems from their warranty.

We felt we had done our homework before choosing to work with Ortho, however, since our poor experience we've discovered there are over 30 similar complaints that are badly resolved on the BBB website. We're extremely disappointed that this local company is doing its best to swindle customers with big promises of a 10-year warranty, then delivering a poorly made product and leaving people high and dry. We severely regret giving thousands of dollars to this...

If you are reading this because you are unsure, just go here. We went to four other mattress shops in Ventura County looking for a new mattress. We went to Sit & Sleep, The Sleep Shoppe, and two others. We stopped at the Ortho location in Moorpark on a whim, didn't even realize it was there (or that it would be that easy to get to) and we are glad we did. Paul (salesman) wasn't pushy AT ALL! The salesmen at the other stores pushed us to tell them our budget, then picked mattresses right at or above our budget. Paul just wanted to know what kind we liked and what we wanted. We tried a bunch out without looking at the prices, just based on us telling him what we liked about our old mattress, and found out the most comfortable one for us was about $100 UNDER our budget, and more than $300 less than the other stores cheapest ones. With the other shops, if you didn't want the astronaut foam or the bed that does your taxes for you, they treated you like you were nothing special. We got the cliche used car salesman vibe at those places. Guys lurking around, desperate to sell you a $2,000 mattress with the "premium premium plus gold package." Paul was friendly and polite enough that it was easy to remember his name. We really felt like it was zero pressure. There may have been other customers while we were there but we wouldn't have known with how attentive and "on it" Paul was. He never told us what was "the right bed" or what we "are supposed to like." All he cared about was that we got a good mattress that we would like and would get good rest on. If you're on a budget like we were, go here. Even if you aren't on a budget, still go here. Their warranty is legit. Their deals are legit. Their products are legit. And their customer service was amazing. If we need another bed, we have no doubt where we are going. Plus they have snacks...

This Ortho Mattress is wonderful all around! It is very clean and well kept with a nice variety. Paul helped me and my husband last spring. He is such a delight; super knowledgeable about the history of the company, all of the products, and sleep itself. He does not pressure and made us feel welcome and at home--Every Time...we spent a lot of time there last summer because my husband had never picked out his own mattress and he was quite the Goldi Locks! We wanted to buy from Paul because he was so kind and patient with us but my husband found his dream bed at another store. Ortho Mattress just didn't happen to sell this model of Aireloom. However, we knew in the near future we wanted to upgrade the beds in our guestrooms. So fast forward and since my husband's parents are out visiting, we took them to meet Paul. Paul assisted them with the knowledge and care that we knew to depend on. It was great to visit with him again and we got quite the set up for a great price--2 mattresses with adjustable bases and mattress protectors. Paul treated us just as one would repeat customers. Now my husband and I can sleep even better knowing our guests have comfortable and quality beds too and that we were able to see it all through with Paul this time! Praise...