Yuvraj Zqy
map-marker Casula, New South Wales

At casual crossroads

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I went to buy a king single bed for my mum in April. Mark (casual) says we need to wait till after easter which is end of April and will be roughly 4 weeks until we receive it. So we were happy to wait. I called after 4 weeks bed not ready only mattress, waiting in base. Ok another 2 weeks we waited. I called again, still no base. Spoke to the manager jackie, saying it takes up to 6-8 weeks to receive the bed. Jackie was beside mark when l purchased the bed and mark says 4 weeks. Why couldnt she tell me right away or anyone? If l knew l had to wait 2 months for a single bed l would have gone elsewhere. It was 8 weeks was not happy, had to pay what was left. Jackie was going to put in 2 extra pillows plus the invoice. Delivery was on a saturday between 2.30 - 5.30. Waited all afternoon... nothing. 5.30 l am calling the driver where are you? I will be late. Came after 6pm. He was busy all day delivering beds for unhappy customers. So no pillows and no invoice. How terrible is this! Was patient, understanding but 2 months for bed? I will not go there and will tell friends and family to not shop at your store. Just be honest from the start.
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Reason of review:
Order processing issue
1 comment
Guest

This is not even the same company that is in the United States this website is so terrible they don't even verify information that is on here

Anonymous

It was so easy

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When we got to Original Mattress the sales staff showed us a side by side comparison of their mattress and one of their competitors. NOBODY ELSE DID THIS! Some companies talk the talk but this one walks the walk. It was easy to make our decision, no hiden fees or having to bargin with our sales guy. We got a great bed for a fantastic price
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Reason of review:
Good customer service
Anonymous
map-marker Atlanta, Georgia

Very happy

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I purchased two mattresses from Original Mattress. The first was a special size for an antique bed. It fit perfectly and is very comfortable. I didn't know what I was going to do to get that special mattress until I discovered. Original Mattress. The second one was for me and it has held up very well. That the mattresses "flip" makes them last much longer. The mattress is now quite old but doesn't have that characteristic sag in the middle. So, if you should need a special size, want a mattress that lasts a long time or are just seeking comfort, Original Mattress is the place to go. I recommend it to my friends and would go there again for sure.
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Pros:
  • Service and product
Reason of review:
Good quality
Anonymous
map-marker Mcmurray, Pennsylvania

Bad customer service ever!!!

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I bought a King size bed from Retail Valley shopping centre amd was told 2 weeks to be delivered. 2 weeks passed then l had to phone in and ask where is my bed. The guy referred me to a Michelle. Michelle then said l will receive my bed no later then Wednesday 28 June. So with no surprise l had to phone in again and ask why the bed was not yet delivered. Michelle then said l will receive a call from her on Thursday 29 June as they will deliver my bed on 30 June. No phone call and no bed!! What monkey company are you??? Delivering clown services!!
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Reason of review:
Problem with delivery
Ahlana Pje

Original Mattress Factory - Mattress Review

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Updated by user Jan 14, 2017

All went well and we were happy until the bed was delivered. It is rock hard and not at all the same as what I tried in the store.

Called the salesman who said it needs time to break in.

Had us come pick up a 1 inch foam topper to put on it. Some better but I still...

Original review Jan 13, 2017
We've had the same issue with them delivering a rock hard mattress not like the one in the store. If they sent me what I tried in the store I'd be happy but they did bait and switch.

I can't switch to another mattress they seek without paying another 700+$. Why would I do that when no matter what I choose in the store they will send something different. I want my money back and they won't even listen to me - said I chose the wrong mattress. I chose correct.

They sent something else and won't even listen. I've gotten home from my 5th surgery this year and the hospital bed was so much better. I can't sleep on this rock hard mattress for more than a couple hours at a time. Bitterly disappointed as we had previously gotten other beds from them years ago with good results.

They are no longer the company they once were. They won't even listen to customer complaints any longer. Another couple was in there complaining about the same thing last time I was in too.

They just refer us to pick a different mattress at additional cost. Bait and switch shady company now
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Pros:
  • Low pressure sales environment
Cons:
  • Did not deliver what i tried
  • Refund and exchange policy
  • Bait and switch
Reason of review:
Not as described/ advertised
4 comments
Guest

Exactly what happened to me. I tried and bought the top of the line, was told box springs have springs, and was delivered a mattress that felt nothing like the one I tried.

I can't lay on it even 5 minutes without pain-it's that hard. "Box springs" had no springs. No refund available, as explained in the store. I trusted this company and foolishly spent more than $1500 in good faith.

It's the most money I've ever invested on a product besides my car.

It's in the guest room, and every time I see it I'm angry. I can't wait to be able to afford a name-brand mattress and box springs and set this one on fire in the burn pit with a bottle of Champagne.

Guest

What bed dis you order and what bed did you receive?

Ahlana Pje
reply icon Replying to comment of Guest-1282349

I ordered a Serenity box spring and mattress. What they delivered said it was the same but is much harder.

I went to the store and complained again and they sent someone out to check it out. He agreed that it was harder but said they couldn't do anything about it. He gave us 3 1 inch foam pieces to put on top of the mattress (but they bunch up). Not what I wanted when I ordered this expensive of a mattress.

I can sleep on it a little better but this still isn't what I ordered. I will never buy from them again.

Guest
reply icon Replying to comment of Ahlana Pje

I know from experience that the Serenity is a memory foam bed and if there is temperature differences it can effect how the foam feels. Just saying

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Anonymous

Original Mattress Factory - Customer Care Review

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Could not return unopened box with mattress pad!!!!!! WORST CUSTOMER SERVICE EVER!!!

Approximately six months ago, my house was condemned because it was struck by a tree which caused severe water damage. Prior to this, we had purchased three new mattresses and box springs from the original mattress factory. We went back to the original mattress factory to replace all mattresses that were ruined at our house, and purchased 4 new mattresses and box springs. We have spent approximately $8000 in mattresses and box springs at the original mattress factory in the last year and a half.

During our last purchase, I purchased 4 mattress pad covers, believing that all of our mattress pads were ruined. However, when I received our salvaged materials back from the dry cleaner, two of our mattress pads from the original mattress factory had been saved! As such, I tried to return the two unopened, unused mattress pads that were still in the box. Not only would the original mattress factory not except my return, but they would do nothing to compensate me for the $120 loss that I now suffer.

I would understand if we were a one mattress purchasing family, however considering the thousands of dollars that we have spent at this place, I would have thought that they would have made some effort to meet us at least halfway. We will NEVER shop with them again, this is the most horrible customer service I have ever experienced.

"Valued customer" is not part of their company philosophy. I am truly disgusted that we have given them so much business.

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Reason of review:
Return, Exchange or Cancellation Policy
5 comments
Guest

Does OMF pay their associates extra to come and belittle customers and dispute every review? This is so laughable.

They are a horrible company, none of their associates know the policies, as evidence from the amount of them who can not explain them.

The products the customers actually receive are inferior look a likes to their floor models. *** I bough a $69 king size mattress off of Amazon that was way better quality then what you can get from OMF.

Guest

Your receipt says no returns, your invoice says no returns, if you paid with a credit card it says no returns and there is a sign at the sales desk that says no return. That being said if you went to buy a mattress pad and the sales guy said here take this one, it was owned by someone else but they never used it and brought it back, would you take it home?

No? Didn't think so.

So you want this company to eat the cost because of your mistake? Take some personal responsibility and be an adult.

Guest

How much a customer spends should not dictate the principles of a company. The company clearly states that it cannot take returns on beds and bedding. The fact that you think just because you spent a bunch of money they should change the policy for you shows this company has integrity, something you sir seem to he lacking.

Guest
reply icon Replying to comment of Guest-1269402

The whole world is full of people like this guy everyone thinks they are special.... I agree this showed the company has integrity

Guest
reply icon Replying to comment of Guest-1328062

You're a liar the most expensive mattress pads they have are $45 each so how do they Owe you $120 for two mattress pads even the tax wouldn't bring it to $120 I have shopped with them many times over the years never had any problems.

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Anonymous
map-marker Minnetonka, Minnesota

You can buy a $69 kin mattress off Amazon that better quality and better customer service

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They are a horrible company. The associates know the policies, but intentionally tell the customer the wrong information. This is evident by the amount of people who have had the same experience of being told one policy at the time of purchase and the true policy when they come back to let them know the mattress isn't what they promised. The products the customers actually receive are inferior look a likes to their floor models. *** I bough a $69 king size mattress off of Amazon that was way better quality then what you can get from OMF. I fully expect a comment from the OMF "Anonymous" associate to come and dispute my claim. It doesn't make you company any more credible. It only make you seem more despicable as you will waste your time disputing claims but not time training you associates on you policies or to put better policies in place. I personally can't wait till the class action lawsuit is complete and you all are laid off and OMF goes bankrupt paying back all the customers it screwed over. (and no I don't feel bad wishing that someone willing to work for a company with such despicable practices looses their livelihood; you made your bed and when the *** hits the fan you deserve what you get)
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Loss:
$2000
Reason of review:
Everything

Preferred solution: watch the company go down when the lawsuit is complete :)

2 comments
Guest

Did you read the paperwork? Did the policy match the paperwork?

Guest

Slow day at Mattress Firm huh?

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Anonymous
map-marker Charlotte, North Carolina

Original Mattress Company - terrible mattress

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We purchased a top of the line King Pillow Top Original Mattress Company mattress from the Charlotte NC location. We have it for 1 1/2 years. In their brochure it says that there would be an odor but it will last only about a month. Ours lasted 4 months. Recently we had service inspect it because of the body impressions. It is sloping to the center with a high area between the two body impressions. Service measured it and it was not a 1 1/2" deep impression so it was ok even though it is very visible and uncomfortable. They would take it back to the factory to inspect it but I would be responsible for the mattress transportation. I am still waiting for the head manager to call me to discuss this issue. I am ready to get a new mattress from a different brand and just take the loss. Don't buy an "Original Mattress Company" mattress. They are not what they proclaim.
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Loss:
$1300
Cons:
  • Mattress quality and fit
  • Quality of product
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

2 comments
Guest

My Original Mattress Factory mattress also had deep body impressions after about 7 months. We suffered for a few months and then called the inspector out because we decided the mattress was defective.

He declared that it was fine even though when you lie down on it you sink about to the floor! By this point we were at the 13 month point and they would not do anything for us as far as an exchange or anything.

I think these mattresses are poor quality. If you don't like it make sure you contact them before a year is up-- we were stupid.

Guest

In the one in a half years of owning your mattress, were you sure to flip and rotate your mattress on a regular basis? Not flipping your mattress, especially one that consists primarily of cotton as yours is will certainly lead to a body impression in a short period of time.

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ron g Fdb

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Weird rules?

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My son bought a mattress and foundation that was delivered today. There was an extra charge for taking the old set. The driver refused to take the old foundation as it was too bad condition. Uh yeh, it is worn out that is why he bought a new one. So now I have to try and dispose of this old foundation. Why wouldn't they take the old one? Are they going to try and sell them as new? I have never heard of anything like this from a mattress company. Most people replace mattress and foundation when it is worn out, not when it is still like new.
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Loss:
$50
Cons:
  • Delivery
Reason of review:
Problem with delivery

Preferred solution: Deliver product or service ordered

5 comments
Guest

Does OMF pay their associates extra to come and belittle customers and dispute every review? This is so laughable.

They are a horrible company, none of their associates know the policies, as evidence from the amount of them who can not explain them.

The products the customers actually receive are inferior look a likes to their floor models. *** I bough a $69 king size mattress off of Amazon that was way better quality then what you can get from OMF.

Guest
reply icon Replying to comment of Guest-1303021

Does Amazon pay their associates extra to come and belittle customers and dispute every review? This is so laughable.

Guest

OMF will only take mattress if they are in sanatry condition. Obviously yours was not which is why the drivers wouldn't take it. None of the OMf locations has a used bed license and OMF does not sell used bedding or recycle used bedding into a new mattress.

ron g Fdb
reply icon Replying to comment of Guest-1301774

This was not unsanitary. It was just worn out.

Guest
reply icon Replying to comment of ron g Fdb

Then they would have taken it if it was not in unsanitary condition or damaged. I have bought from them six times in the past there was one time they would not take a boxspring because there was a broken slat in it the driver told me he couldn't take it because it could puncture the sanitary bag he has to put it in...

makes sense to me... they are a great company I wouldn't buy anywhere else

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Nayara Hby
map-marker Bennetts Green, New South Wales

I'm not a princess and that is more than a pea

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I bought there medium feel "grand Royale" because I have a dodgey back (bone spurs, slight deformation) and I have had nothing but problems with it. the very first night I woke up with shoulder pain, but my lower back seemed a little better.

so I thought I'd wait the 2 weeks they recommended to see if it got better, it didn't, only worse. mean while I started to notice issues with body impressions, lumpiness and a whole host of other things, once again I was told the mattress needs to wear in. weeks more go by and its only getting worse, then I was told it had to soften. all in all it was nothing but B.S they shoveled, on the 99th day I went in to return it.

but oh no. maybe its faulty or this that or the other. so the manager was supposed to come and check it. I waited a few days and called, she wasn't there.

a week and still nothing. after 2 weeks they said the issue is most likely that I don't have there base for it, and you guessed it. I bought it! I did think I spring base would help as all the "pillow top" foam is crushed down.

but it doesn't. I think what is wrong with it is the foam. there isn't much of it, and what is there seems to get squished around. so It ends up with lumps and droops and after an hour or so because all the foam has moved away you are left with nothing but hard springs and a human shaped outline of goo.

when I get up in the morning (in agony) I can see the outline, but in half an hour or so its gone.

I think that's why they have the divots in from the factory, makes it next to impossible to photograph. and now, as a disabled pensioner I am left with a p.o.s i wouldn't give to my worst enemy and no option but to pursue legal avenues, and spam the *** out of every review site, forum, face book group etc etc that I can so others don't fall for it too.

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Loss:
$2095
Reason of review:
Damaged or defective

Preferred solution: Full refund

1 comment
Guest

They don't even sell a mattress with that name and never have

Anonymous
map-marker Mechanicsville, Virginia

Buy with confidence and sleep better than ever

Watched on line videos, especially Mattress Factory videos, learned everything possible, went to store twice, treated exceptionally well by Carl, (Mechanicsville, VA store) showed us the mattress cut-aways and became ultra-informed consumer. Chose an orthopedic Ultra Firm, and almost instantly solved our aching back problems from our 12 year old memory foam mattress. Figured out it was just plain worn out. Was great the first 10 years and when we were younger). Just realized again recently, one morning, no more back pain! Despite seeing many negative reviews, made up our own minds, confidently purchased, (thanks to Carl at Mechanicsville store) and we are VERY happy with our purchase and decision to go back to a "conventional" coil spring mattress. All this this after about a year's worth of research and shopping, visiting many competitors, and after a ridiculous "computer analysis" mattress sales gimmick at a competitor up the street.
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Reason of review:
All of the above, and then some
Daniela Jnl

Bad mattresses to women

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they sell defective mattresses primarily to women. they have a clause in the buyers agreement that if there is a problem that the buyer will need to pay to have it repaired. They intentionally do not put the proper batting and filling in the mattress. They do not stand behind their advertised "quality product". It is a joke. Contact your attorney general and get a new mattress. they sell defective mattresses primarily to women. they have a clause in the buyers agreement that if there is a problem that the buyer will need to pay to have it repaired. They intentionally do not put the proper batting and filling in the mattress. They do not stand behind their advertised "quality product". It is a joke. Contact your attorney general and get a new mattress.
View full review
Loss:
$1000
Reason of review:
Bad quality
4 comments
Guest

Does OMF pay their associates extra to come and belittle customers and dispute every review? This is so laughable.

They are a horrible company, none of their associates know the policies, as evidence from the amount of them who can not explain them.

The products the customers actually receive are inferior look a likes to their floor models. *** I bough a $69 king size mattress off of Amazon that was way better quality then what you can get from OMF.

Guest
reply icon Replying to comment of Guest-1302996

Where did you find a mattress for $69...I would love to find one that cheap

Guest

Helpful info: The Original Mattress Factory pretty much is the only Manufacturer or one of very few that you can stand in their factory and see the mattress being made. As so If anyone ever really questioned the authenticity of their mattress.

Go see them make them.

The Original Mattress Factory manufacturing process is transparent. Hope this helps!!

Guest

Slow day at Mattress Firm?

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Anonymous

BUYER BEWARE TOTAL RIPOFF

Buyer Beware this place is a total ripoff. We bought a brand new latex bed top of the line bed.

The brand new bed was delivered and set up. But one thing the bed was defective it was cut wrong at the factory. The matress hung 4 inches over on both sides of the box spring . there tech admitted it was cut wrong and the core was bad in the matress.So we asked for a new one they said no they wanted to fix the defected one.But i bought a brand new one hmmmmm.

so we asked for a refund they said they dont give refunds oh thats right i remember the sales man stamping my receit after i paid never told us about the return policy.So i donated the poorly made defected bed and went to sleep number what a difference i can sleep now.

original matress factory great prices, cheap products, bad service and a TOTAL RIPOFF. BUYER BEWARE

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Reason of review:
Bad quality
6 comments
Guest

Yep

Guest

So you work for sleep number?

Guest

Sorry but a manufacturer wouldn't cut a mattress off by that much... sounds like you bought the wrong size

Guest

Does OMF pay their associates extra to come and belittle displeased customers and dispute every review? This is so laughable.

They are a horrible company, none of their associates know the policies, as evidence from the amount of them who can not explain them.

The products the customers actually receive are inferior look a likes to their floor models. *** I bough a $69 king size mattress off of Amazon that was way better quality then what you can get from OMF.

Guest
reply icon Replying to comment of Guest-1302990

Does Amazon pay their associates extra to come and belittle customers and dispute every review? This is so laughable.

Guest

Slow day at sleep number huh

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Benigno Dlv
map-marker Florence, Kentucky

Satisfied customer(s)

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Both our adult children purchased queen sized pillow top mattresses over 10 years ago. They loved them especially since The Original Mattress Factory is one of the few if not the only company still making a double sided mattress.

Yes, the pillow is on both the top and bottom. We bought one ourselves, also a queen, and have been very pleased with it also. Yes, these mattresses will show body impressions even with frequent rotation and turning after a few years but in our experience the indentation is slight and within industry standards. Note: All mattresses show body impressions after a few years.

Recently, my wife and I decided to get a king sized mattress. We opted for a latex mattress this time after researching the products. It too is double sided. We appreciate the fact that The Original Mattress Factory still produces a two sided mattress instead of going with the cheaper method of manufacture to make a one-sided mattress that can be rotated but not flipped.

We cannot speak concerning the issues others have had but in our experience, we have found company representatives to be informed and helpful. We have never felt the need to return or ask for an adjustment to any of the mattresses we have purchased there. Even after looking at other products extensively that is always a prudent thing to do, we come back to The Original Mattress Factory. Don't take my word for it or anyone else's either for that matter.

Do your own research and talk to other mattress sellers.

You will likely find that all mattresses have indentation issues that are known and defined as "within acceptable limits". A single sided mattress will not give you the years of service a double sided mattress will do.

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Pros:
  • Sales environment and twosided mattress
Reason of review:
Good quality
1 comment
Guest

Heading out tomorrow,to buy another mattress ftom Original Mattress Factory. Our mattress is almost 20 years old,have been very very happy with the good amount of years we got out of the mattress..still looks good,it's just tired...

we wont buy from anyone else..In fact we recently moved back from down south, we waited until we were back so we could purchase from O.M.F. Great company!!!

Anonymous

Excellent Customer Service

I have purchased no less than 9 mattresses from Original Mattress Factory over the years. Their customer service is next to none.

Love the "no pressure" sales approach. I can take my time and lounge on every bed on the floor if I choose without a commission salesperson hounding me. I had a twin mattress for 10 years, a little stitching came undone, they fixed it, no charge. Another time the box springs in a queen set started squeaking about 4 years after I purchased, they replaced it ...

no charge. Who else does that? I am ready to purchase yet another mattress set and guess who's going to deliver it, and haul away my old mattress at no charge ...

Original Mattress Factory! Julie Cunningham

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Reason of review:
Reliable warranty