Ortho Mattress — Local services in West Covina

I oderled a queen size and adjustable bed frame in the amount of 2,589.15 with the bed protector and 2 pillows and 2 pillow protectors. I was buying it for my friend. This was on 8/25/25 so they had next day delivery. So the next day came and they moved my friend to a smaller room so the queen size bed wasn't going to fit. So i went back to the store at noon and no one was there. The maintenance man let me and my friend inside the store.He told us that the representative that was supposed to be there was no where to be found. He called there main office to see where the store representative Monica was at.The maintenance man said that they told him that she will be there in 20 minutes. The maintenance man said this wasn't the first time she done this. So Monica shows up like 30 minutes later she didn't even apologized for being late 2 hours lol.Monica came in to the store in crocks and a see threw black pants.lol She told me and my friend that this wasn't her first time being in trouble and that she didn't hear her alarm go off.Well I told her I needed a refund with the finace company because the queen size bed wasn't going to fit. So she called the delivery drivers and canceled my order. So she made a customer refund request to the finace in the amount of 2,460.16.I asked her that I didn't want to have problems with the finace company and she told me I would not.She told me I would only pay 128 dollars for the pillows and protectors I bought on 8/25/25 I said ok.Today I get a bill for the full amount of a bed I don't own or have. Tomorrow I will call the finance company and show proof of my refund. I'm really dossapointed with this store. Reno is a good person but Monica is undependiable and lazy.I just want my refund back and this problem...

My wife and I went out shopping for a new Cal-King mattress that was long overdue for replacement. Knowing President’s Day was typically a good time to find sales/incentives, we shopped at several department stores and a furniture store then decided to take a chance at our neighborhood Ortho store in West Covina. I can’t remember when I’ve ever encountered a more knowledgeable, personable, and professional salesperson than Lisa Marie. We thought we knew what we wanted but were not 100% sure; we just knew we wanted a better premium mattress. That’s when Lisa Marie took over and walked us through your entire showroom, explaining the features and benefits of various mattresses and price points. There were no high-pressure or heavy-hand sales tactics; there was genuine, honest, sincere, and excellent customer service. After leaving the store, we returned across the street to look at the local department store options again before making our final purchase decision. After a few hours of additional shopping, we returned and purchased the $6,000 Aviara Luxury Aireloom brand mattress. Lisa Marie earned the sale and our trust! I can assure you, your competition doesn’t have anyone who even comes close to her skill set. We just took delivery and set, and everything arrived in perfect...

I bought a Tempur Pedic here about a year ago. I’m moving across the state and I don’t have access to any of my paperwork from this sale. I’m trying to hire someone to move only this mattress for me since it’s too heavy for me to move but the movers require weight, dimension, and all that good stuff. I have been calling all day and just now I was able to get a hold of someone over the phone. I just need to know the model of this bed so I can set up the mattress move! The person on the phone was extremely rude and yelled at me for no reason. I’m sorry but these aren’t the same people who sold me a $6k bed and even asked me to come in after business hours to sell me a mattress. So unprofessional to scream at a customer over the phone to call you back another time after you’ve been trying to reach them all day. They didn’t even let me finish talking. I had to hang up because this person was SCREAMING. I just missed my deadline and In order to get my mattress moved at a reasonable time, I have to pay an extra fee. As someone who has recommended this place to everyone they know and was looking for a second mattress, I will never return to this location ever again. I will drive 6 hours back home and find my sales receipt and order the exact same mattress online or from...