Contact Original Mattress Factory: Find below customer service details of Original Mattress Factory, US, including phone and email. Reach the customer service below for queries, complaints or feedback.
Head Office
4930 State Road
Cleveland, OH 44134
United States
Customer Service
Email:Â [email protected]
Phone: 216-661-8388
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About Original Mattress Factory
Original Mattress Factory is a mattress manufacturing company founded by Ron Trzcinski in Cleveland, Ohio in 1990. The company currently operates over 11 factories and 100 showrooms. It is able to sell products at a price much cheaper than competitors as it manufactures all products at its own factories. Click here to locate a Original Mattress Factory store nearest to your address. Currently, the brand is found across Florida, Georgia, Kentucky, Minnesota, North Carolina, Ohio, Pennsylvania, South Carolina and Virginia.
Products that can be purchased at Original Mattress stores include beds (Twin, Full, Queen & King), foam mattresses (polyurethane foam, latex foam, memory foam), pillo top mattresses, center rails, sheets, pillow cases, latex pillows, headboards, daybeds, among others. Note that the Original Mattress Factory does not accept returns or exchanges on any bedding products. You however have 60 days to exchange for a different size. As for delivery, the costs vary according to locations. For more information or queries on store locations, payment, cancellation, warranty, or others, reach the Original Mattress Factory customer service.
To Whom It May Concern
My father purchased an Orthopedic Ultra Plush mattress & box spring from The Original Mattress Factory on May 23, 2017. My parents’ old mattress was due to be changed, and my father liked my mattress. He slept on it one night and wanted the same one. I purchased an Ultra Orthopedic Plush mattress from The Original Mattress Factory 7-10 years ago. My father decided to get the same mattress I have but in a Queen size, as I have a full size. We went to the Osceola Parkway location in Kissimmee, FL and were greeted by a gentleman named Paul. After trying out a couple of mattresses, we let Paul know of our dilemma. He offered to look up our purchase from years ago of my full size mattress so we could buy my father the same model. We went ahead and purchased it on our next trip to the store. Paul did inform us of the return policy, you must pay 25%+delivery charge for a return to exchange a mattress but there is no refund because the company claims to not re-sell used mattresses. We were confident we would not be returning this mattress because it was the same as mine. The mattress was delivered to our home on May 24, 2017. My father slept on it and got severe back and neck pain. This mattress was much, much softer than mine. Once it came in we were able to see a significant difference between my mattress and this new but same model. It was much softer and it seemed as if the springs were wider. It’s completely different from my full size mattress. He tried again to sleep on it and yet again he had severe back pain.
He spoke to an employee two weeks after the purchase. He told him about the severe back pain and he offered to have someone from quality control come out and take a look at it. The gentleman took a look at both mattresses and informed us that my mattress was firmer because it was older and more worn. He told us Original Mattress Factory mattresses get firmer over time, within a year. Who has time to wait a year for their mattress to maybe be comfortable? He reiterated their inconvenient refund policy and suggested we place Wood in between the box spring and mattress, rotate the mattress and flip it once a month to get it firmer, sooner. Left with no choice. We went ahead and followed his advice. It has now been two weeks and the severe back pain remains. My sister and I also tried sleeping on it to see if maybe we could switch her mattress with my Dad’s. We woke up the next morning, also in pain. I could not sleep on it more than two nights, as it gave me severe back pain. This is extremely inconvenient. My father is now sleeping in my room, and I am sleeping in my parents’ room. We have switched my sister mattress with my Dad’s. Our whole house is upside down due to this irritating situation. This was a $1,075.93 investment. I refuse to let this money go down the drain or pay 25%+delivery fee to risk having the same issue. This is a quality control issue. The claim that this mattress is the same as its predecessor is simply false. One does not have time to be flipping a mattress every month in hopes it becomes firmer over time, whilst suffering debilitating back pain. My father did not have a back problem prior to this mattress, but now he does. Not one but 3 people suffered pain from this mattress. I would like this issue to be resolved, this is a nuisance for my entire family. Nobody wants to see their aging father experience unnecessary pain. I am EXTREMELY disappointed by the change in quality and return policy.