Report: #858725

Complaint Review: Original Mattress Factory

  • Submitted: Sat, March 24, 2012
  • Updated: Sat, July 14, 2012
  • Reported By: Aund Pud — Lake Mary Florida United States of America
  • Original Mattress Factory
    8891 W. Colonial Drive
    United States of America

Show customers why they should trust your business over your competitors...

My Husband went to the Original Mattress Factory store and looked at mattresses.  The sales person Henry Quintana was busy with another customer so after 30 minutes Mr. Quintana answered a couple of questions and my husband left.  I went to the store later and tested the matress that my husband had chosen.  Seemed to be ok.  I wait about half hour for Henry.   He was writing the order for the matress and asked me about the platform the matress would go on.  I called my husband and had him measure our frame.  Henry assured me that he knew which platform we needed.  I told him that we were leaving town Tuesday at noon so he arranged for them to drop the mattress off an take our mattress.  When we came back from our trip I called Henry and told him that the bed was six inches to high.  I said "do you remember that I have a bad knee which is why we called for the measurements."  He said "no problem, we will come change it for another $260.00 because the platform is used."  We had never slept on the bed.  He didn't remember anything about the conversation.  He was a LIAR.  We paid $1700.00 for something that I could not get on.   I called Larry Gates , the store manager.  What an idiot.  He told me that it was too bad.  That was their policy.   So basically we were screwed.  So I got a stool so that I could get in the bed.  That would have been ok but after sleeping on the mattress we found that there was really no support and that it was cheaply made.  We called the store but Mr. Gates did not return our calls.  He had already been REALLY rude so that was ok.  After 30 days we finally realized that this was lesson to learn from.  We bought a very inferior product and just needed to move on.   We should have searched the internet first and we would have seen all the complaints.  We did not file with the BBB as they don't report properly if you are paying your dues.  We did send the corporate office a letter but we never heard from The Original Mattress Factory office.  Mr. Larry Gates and Henry Quitana will be gotten by the Karma that they spread.  We have moved the piece of crap mattress to the guest room and gotten a new one.  How I wish we had our old one back.  I would never recommed this company.

Fortunately I am a local Realtor so I can spread the word about this company.

Thank you.
Is this Ripoff Report About you?
Ripoff Report A business' first line of defense on the Internet.
If your business is willing to make a commitment to customer satisfaction Click here now..

Does your business have a bad reputation? Fix it the right way. Corporate Advocacy Program™

Set the record straight: Arbitration Program

SEO Reputation Management at its best!

This report was posted on Ripoff Report on 03/24/2012 09:41 AM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

Search for additional reports

If you would like to see more Rip-off Reports on this company/individual, search here:

Report & Rebuttal
Respond to this report!
Also a victim?
Repair Your Reputation!

Updates & Rebuttals


#1 Consumer Suggestion

Mattress Buying Advise

AUTHOR: Consumer Advocate - ()

We frequently see people posting only half the story on websites such as 

Consumers should keep in mind that sites such as these are going to give misleading information generally only giving one side of the story. Seek help from more reliable sources such as the Better Business Bureau, friends recommendations or

Websites such as attract only the dissatisfied cunsumers and give little or no evidence of the many satisfied customers a business may have.

In this case The Original Mattress Factory has an A+ rating with the BBB and Consumer Reports ranks them as the best place to buy a mattress. 

In our own research we found Original Mattress Factory discloses their return policies in several ways, both on their sales desks, on their invoices, in their warranty cards, on their website and our sales representive covered their policies without us prompting them. 

As a consumer you have the right to not do business if you don't like a policy or product. You can vote with your money. 

We find  The Original Mattress Factory to be a very ethical and upfront company, better than most in their industry.

Do your own research from reliable sources and decide for yourself. is a site designed to encourage frivolous lawsuits, and is a poor representation of a companies actual performance or policies.

The Consumer Advocate.

Respond to this report!

#2 Author of original report

Inferior Mattress

AUTHOR: Aund Pud - (United States of America)

The saga continues.  We gave the mattress to our Son.  It has now been given to a homeless  shelter.

Really a bad purchase.  I would compare to something that I would buy at Walmart.  Except this one cost a couple thousand.  Beware of this Company.  We have now heard of so many people in our area that have bought from this Company and have pretty much the same complaint that our Son had.  He and his wife would go to the middle of the mattress.  We did not have it long enough to experience this.  So we went to American Freight and bought our Son the same mattress we replace this piece of crap with.  Rude workers and inferior products.  That is what this Company is all about.
Respond to this report!

#3 REBUTTAL Owner of company

The Original Mattress Factory Reply

AUTHOR: The Original Mattress Factory - (United States of America)

We are sorry to hear that you are unhappy with your new mattress.  We do not, however accept returns or exchanges due to the fact that we only sell brand new products.  Once a product has been out of our control, we consider it to be a used item and will not take it back or sell it to any other customer.  This is both for our protection as well as that of our customers.  Our position is clearly posted on the back of your invoice as well as the Limited Warranty Service Policy that you received at the point of purchase.  We understand that it is difficult to select a mattress and therefore offer a one year comfort policy.  Within this policy, you may re-select another mattress one time only within the first year of purchase.  You are responsible for the following:  25% of the less expensive mattress only price, any applicable transportation costs and any applicable retail up-charges (if you re-select a more expensive mattress).  In other words, this policy allows you to get a brand new mattress for only 25% of the cost.  We cover the other 75%.  Your existing mattress can be donated to a 501(c)(3) charity with proof of donation to allow someone to benefit from this situation.  If you have any other questions or concerns, please call our Orlando factory at 407-673-3040 and we will be happy to help you.
Respond to this report!
Ripoff Report Recommends
ZipBooks Accounting Software

Advertisers above have met our
strict standards for business conduct.