You have to be absolutely sure you are going to like the mattress when you get itJim K
You have to be absolutely sure you are going to like the mattress when you get it. Once the delivery driver leaves it is yours. No returns. My son never even took the plastic off. He called a few hours later and was told he couldn't return it. He is out a lot of money.
Mattress Firm gives you 120 days to try it out. If you don't like it you can bring it back.
IF YOU BUY IT, IT'S YOURS" That's policy of The Original Mattress Factory.Lisa B
"IF YOU BUY IT, IT'S YOURS" That's policy of The Original Mattress Factory. Initially the fact that I could not return the mattress didn't bother me. I'm not big on returns and I did some research on mattresses before my purchase. Boy did I screw up! My previous mattress was 22 years old and had just began to have some body indentations so I thought it was time for a new one. I purchased a higher tier king mattress at the Kennesaw, GA store. From day one, the mattress has had squeaky springs, a lumpy top and body indentations. DO NOT buy a mattress from The Original Mattress Factory! You have no recourse for and repairs, replacements and/or returns. I made my bed and now I have to lie on it.
We just bought our first mattress in 20 years at the OMF Pleasant Hills storeTheresa H
We just bought our first mattress in 20 years at the OMF Pleasant Hills store. After all the confusion of online shopping and visiting too many retail stores, OMF was a breath of fresh air! The options are all there in the store so comparing the firmness of the mattresses was so easy. Our salesman was great! He was there to answer all our questions but never pressured us. Delivery went just as smooth.
The bed is so perfect. I forgot what getting a good night sleep felt like.
On a side note.. we were referred to this location by my parents. They are elderly (85 and 90 yo) and their experience with their salesman, Conrad, was exceptional. This is not always the case for older people when they go shopping.
I will definitely be referring my friends.
I am totally disappointed with the customer serviceAisha R
I am totally disappointed with the customer service and the quality of the mattress that was just delivered to me and my mother. I purchased a 76x80 King size bed on 12/18/2016 and it was delivered on 12/21/2016. Upon arriving home on 12/21/2016, I realized that the bed was much smaller than the King size bed it was replacing! Being a six foot one and a half inch woman, accuracy and dimension is very important to me. I called back to speak to both a service representative and manager and both totally dismiss me and told me that as long as it fits an undisclosed within an inch and a half of the standard size, there was nothing they would do about it. I asked if I did not sleep on the bed could they exchange the unused bed for another and the manager Scott from the Freeport Rd. location said "It's not there problem!" Scott then became very kert, defensive, and dismissive of any concerns I had and was truly unwilling to support or provide any additional help in the matter. He was only willing to sent out a service call yo prove that the size of the bed was not an issue they were willing to fix. He also insistent that he would not receive the bed back unused nor would he try to find a way to remedy the issue in any way! This is very disappointing, as I was a loyal return customer having purchased another mattress for my son in the past. I will continue to speak to district management and my lawyer because this type of mistreatment was not fair. Never purchase a bed from this organization. Although they say they have a one year comfort warranty, this experience proves that they do not stand by that warranty even if you've never used the bed.
I have been a fan of their mattresses for many yearsJulie R
I have been a fan of their mattresses for many years. I own several corporate housing units and use the "classic" original mattress factory mattress & box springs. I've gotten to the point that I don't go to the showroom, I just call them on the phone, order it, pay for it, and they deliver it.
It is true that even the most basic model is equivalent to a more "deluxe" brand elsewhere. I stay away from pillowtop mattresses, because you can't flip them. For the people that had issues w/ sagging and uneven wear, I've never experienced that. But I'm also a stickler for flipping and rotating the mattress. Yes, it's a pain to do, but really prolongs the life of the mattress.
One small negative is with their delivery window. They don't really give you one. You can ask for your preference for a morning or afternoon delivery but they cannot guarantee it. So your delivery window is pretty much 8 a.m. until 4 p.m. But, with that said, their delivery guys are unbelievable. They have gotten a box spring up a set of stairs that professional movers could not (they had to hoist it up to my roof deck using a rope), all without damaging anything. They are super nice, professional, and will take away your old bed, too, along with all the plastic and packaging from the new set.
Soooo NOT going back to the Original Mattress FactoryA G
Soooo NOT going back to the Original Mattress Factory! I bought my last mattress there. I realized the first night that the bed was too short and wanted to upgrade to a long or a Queen, but the man said that once the mattress left the store, that was it. The mattress could not be returned unless it was defective.
Ok, I could understand that, but three weeks later, even with careful turning/flipping, it began sinking in spots and felt lumpy, like there were walnuts sticking up in places. It was their next to lowest priced mattress, but still, it was just a few weeks old. The man acted like I was making it up. Said it was a "body cavity" so therefore not covered by the warranty.
And he said this without even seeing or feeling it!
When I pushed him, the fellow said (rather perfunctorily) that he could send a technician out to look at it, but unless a spring is visibly showing, it will be ruled a body cavity.
Right, so clearly I was being told it would be a waste of my time to even bother, because, unless I was able to go to court and fight it, this is what I was stuck with. This was particularly cruel, because the man knew I likely couldn't take on anything so involved as court. ...What he, and the top banana backing him up didn't know or consider, were the connections that seemingly helpless people of reversed fortunes sometimes have; the potential customers that can be lost when a business treats someone poorly. Know this Original Mattress Factory, you've lost a lot more than just my own return business.
I recently purchased a mattress and springs from Sean at the Freeport Road store and was better than could have ever thought pleased with the sale and expert delivery people.
Terrible qualityPen S
Terrible quality. Really over-priced product. Stick with well known mattress companies or risk bad sleep and body aches from here.
Also, totally unrelated to the product itself, I'm beyond tired of hearing their company's owner on the radio preaching his ultraconservative political views. I don't care what your political affiliation is, but I do care about nobody rich people preaching their nonsensical opinions to me. That, in and of itself, is reason enough to avoid this place at all costs....on top of an inferior product!
Great experienceJocelyn S
Great experience with sales and delivery for my daughter's bed for her first apartment off campus. She has said mattress is extremely comfortable. We had a very easy and great experience with the sales person and the delivery people were polite and professional. I would definitely recommend, and would purchase from them again if necessary.
Bought a very expensive mattressWilliam W
Bought a very expensive mattress and it has been horrible since the first week. Squeaks, bounces, sags, and have horrible back pain. Worst mattress I have ever slept on. Avoid this place at all costs
I recently bought a pillow top from OMFKit L
I recently bought a pillow top from OMF and I am quite happy with my overall experience. The salesman did not try to trap me or waste my time with promotions. With other stores, I felt like I was walking onto a used car lot. Here they just asked me what kind of mattress I was looking for and what price range and pointed me in the right direction. Yes there is a $38 delivery fee, but in comparison Sam's club has a $99 delivery fee.
I've only had my mattress for a week and I have never felt better. Best week of sleep I've had in a long time.
Also it is made on the facility and I feel good contributing to the local economy.
The Original Mattress Factory's customer service is top notch!Deborah G
The Original Mattress Factory's customer service is top notch! I love the no-pressure sales tactics that are used by the employees. We were recently searching for a new bed to replace my 12 year old futon bed and our first stop was the OMF near the Waterfront. Sean told us the layout of the store, invited us to try all the beds out, and offered to answer any questions we might have. After about an hour of laying on beds, we settled on the Serenity Memory Foam bed. The bed was delivered a few days later and the delivery men were.... wait for it.... EARLY! We were astonished and also not home. No big deal. They would come back in an hour. When we arrived home, the delivery men weren't too far behind us. Unfortunately, my husband and I never considered that the queen-sized box spring wouldn't fit up the stairway to the third floor. I expected delays and additional cost from OMF. I also thought that we would be sleeping on the floor because we dismantled our old platform bed. The delivery men were amazing. The one gentleman made some calls - we could have a split for a nominal up-charge but it wouldn't match our set. The up-charge didn't bug me but settling for a cheaper box spring did. No worries... the delivery guy got on the phone to the factory in Aspinwall and spoke to the owner. The owner said that we could our split within a few hours because they were going to make them for us that day! I was blown away.
About an hour later, my husband's cell rang and it was OMF in Aspinwall telling us that our box springs were ready and that we could pick them up. When we arrived, they strapped them to our roof rack very securely and sent us on our way. We set the bed up the rest of way and slept on it that night.
As to the bed, it is the best bed I've ever slept on! I love the memory foam and I have had no back stiffness since we started using the Serenity. There was a slight chemical smell but it dissipated within hours.
I can't say enough good things about OMF!
We purchased our new king size memory foam mattressLiv K
We purchased our new king size memory foam mattress from the original!! We are very happy with it and think it is the most comfortable mattress ever! In fact if you don't have one you are missing out on the best sleep ever!
he reviews on this company are SO mixedJodi P
The reviews on this company are SO mixed, but I asked some local friends if anyone had bought from them and got a bunch of people who were very happy and one who said they were "OK" - but no one had anything bad to say.
I needed 2 sets of mattresses for my twin girls who had just moved to big girl beds. We ended up getting the most basic of the basic stuff and I thought the price was good and the quality was fantastic. (I like a firmer surface myself and the next step up seemed too soft to me - you can always add padding but you can't take it away.)
I've spent many a night sleeping with my girls when they were sick or otherwise in need of snuggling and I find their mattresses to be super comfortable. Again these were the MOST basic ones they sell! With the box spring... my own bed is a platform bed which might be why my girls' beds feel so comfortable, it might be the box spring.
My husband and I are getting a new bed soon and we will definitely use the mattress factory again. Yes there is a delivery charge but I just brought everything home in my minivan to avoid that. Everything was in stock and they threw it all in the van for me.
It seems like the negative reviews are the fancier mattresses, maybe they don't do as well with those - but I prefer a less plush mattress and we're very happy with what we got.
VERY low pressure sales, very happy with the mattresses. Totally recommend.
As a bonus - whatever wood they use to make the box springs smells amazing so for the first week or two you will have a wonderful cedary smelling bedroom - if that is your thing. I liked it a lot.
It is a great place to buy a bedPhilip L
It a great place to buy a bed. I just got one a year ago.
Nice place to by a bed.
I bought a bed there a year ago. I love it.
They make their own mattressesR H
* They make their own mattresses, and they are reasonably clear about the different grades of their products.
* Shopping there is a pretty relaxed, low pressure experience. The salespeople leave you alone to lie on the beds for as much time as you want (I observed this in multiple visits).
* They have a fixed pricing; there's no special sales, no haggling.
* To my untrained eyes, the pricing still seems arbitrary. Their pricing makes it feel like they are nickle-and-diming you. Want to buy mattress without box springs? box springs without a mattress? no problem, it'll just cost nearly as much as if you got both. Want split box springs for your queen bed? You bet! $50 extra. Frames? Another $60. Delivery, another $38. Take away your old bed? $5 more. These costs all add up pretty quickly.
* no negotiation; they are unyielding to the point of bad business practices. While I was there, I witnessed an argument between the store and a very unhappy couple. The couple bought a set (mattress plus box spring); they wanted to exchange the box spring, which was still wrapped in plastics. They didn't bring it back until a day after, however, which meant that the store considers it "used" and not returnable. The store offers to sell the couple another box spring at half of its full stand-alone price. The couple felt the store played "gotcha" on them. They argued back and forth for at least an hour, dragging in personnel of increasing seniority. Regardless of the fairness of the store policy, it seems to me like it's not a good idea to subject your other customers to this somewhat unpleasant and lengthy scene.
I can't begin to tell you how wonderful this company isTerry B
I can't begin to tell you how wonderful this company is. I bought a mattress from their Sq. Hill store by Homestead and every part of the experience was excellent. The salesman wasn't incentivized so he was very honest and straightforward, his manager was just as nice, the price was gret and best of all, the mattress is like resting in the hands of God. I've literally slept in every day since I bought the mattress (Serenity Memory Foam) about 2 months ago. I had no idea how badly I was sleeping before. I feel refreshed and relaxed every day. Just remember to go to bed earlier because its tough to crawl out o something so comfortable.
This is the easiest decision you will haveJames M
This is the easiest decision you will have to make when it comes to buying your next mattress. No place better. Great prices. Top quality. Great staff and service.
I would seriously NOT recommend this companySusan D
I would seriously NOT recommend this company. My experience: I bought a mattress for $1,000. Within 7 days, I realized it was sloped and called the company. They told me they would come check it out. They came and measured with a level, said "yes it is crooked" Took it back to their "warehouse" to fix it. Brought it back within 2 hours. When we asked what was done to it, no one could answer us. It was exactly the same........ We then called and they said that there is nothing wrong with it. After already telling us that there is something wrong with it. When I lay on it you can visibly see my body is crooked.
They will not refund our money, they will NOT exchange the mattress. They WLL NOT do ANYTHING. Please DO NOT buy from them. I have now, later read other reviews that people had the same experience. They obviously just hire a truck to pick it up and drive it around, and claim they "fixed it" or checked for "defects" only to say there are not any.
I have never never never had such bad customer service...please tell everyone you know! I am now out $1000.00 for a mattress I literally cannot sleep on even one night on. I'm really sad about this. You think you pay for quality. This company won't even think about fixing a mistake. In fact they have a whole "procedure" and wording that protects them from this in their warranty, because this has obviously happened before. They essentially just stole this money from us.
True FaxJohn D
We bought there top of the line mattress ,about two plus years ago for almost $2000 ,we have been having nothing but back pains since . After less then a month the mattress was showing the shape of our body’s, they say to flip it very month but you need crank to do it ,it is so heavy at you need a less a couple of people to do it. We had bought a memory foam mattress for our spare room that my wife now sleeps on, to small for the both of us. She now does not have the back pains anymore. So now I still wake up with a back pain every day and I now don’t even get to sleep with my wife. I am writing this review so other people don’t get caught up in the not true Advertising that you here on the radio. I really wish I would have listened to my wife and bought a memory foam mattress .
Best EverTeresa W
I saw their advertisement and I was hesitant about going to the store. I thought that their mattress would be extremely expensive. I was wrong. I bought a queen mattress set and I am extremely please. I couldn't find a flip mattress anywhere. My niece lives in Maryland came to visit and wanted to take it home. I like a firm mattress and they had exactly what I wanted. I am extremely pleased with my purchase. I suggest to anyone looking for a mattress please check them out they make the best
So glad I purchased from OMFCarol H
Went to their Norcross, GA, location 2 weeks ago, ready to purchase. Paul, the salesman answered all my questions. We narrowed it down to 4 mattresses & box springs. I spent time stretching out on all 4 and made my decision. Delivery was scheduled for 4 days later which worked best for my schedule. I am absolutely pleased with all aspects of my purchase. The selected bed is exactly what I want. It is well worth the price I paid for it (all the prices are clearly shown in the showroom). There were no games or switches at purchase time. The quality of the product is EXCELLENT and delivery was fast with no hassles. Don't waste your time at other places. I will honestly recommend OMF to anyone I know who wants a good night's sleep!
Worn out in less than 7 years!Linda S
Bought pillow top 'Orthopedic' mattress in 2011. Since January, 2018 have had lower back problems. I weigh 150 pounds and sleep alone but the mattress is worn out. When I lie down, I sink! Worst experience ever with a mattress. Have ordered new mattress and sleeping in a recliner until then has almost cured my back problems. Will never buy from OMF again.
horrible mattressesDavid B
Very unhappy with this company. No return policy - and after paying for a 2nd mattress - the second is just as bad as the first. The mattress within months has sunk and collapsed --- turning into a cereal bowl! Horrible.
Defective MattressLeonard H
We purchased our first mattress from the Original Mattress Factory 12 years ago and it lasted for 12 years with no issues. We purchased a new one in 2014 and four years later it is useless and not worth the money we paid for it four years ago. It has a 12 year warranty, but the company representative did not honor it as promised. A dozen of questions were asked to attempt to justify the mattress problem was not the fault of the company. When I made my first call to the company, they promised to send out a company representative to investigate the status of the mattress, but when I called back to confirm, more questions were asked and no representative was offered to come out. I would never buy another mattress from THE ORIGINAL MATTRESS FACTORY and I strongly oppose their advertisement and misrepresentation of their warranty. STAY AWAY…
Foam QualityChristopher H
Don't buy a mattress from this place. We bought a foam $2000 plus mattress and it has no support after just two years. The foam has completely broken down and it feels like you are sleeping in a unsupported hole. When the warranty inspector came they offered no solutions. They said if the visible indentation isn't over 1.5" they won't warranty claim it. The bed has no support so not sure why it matters if it only has 1.3" of dip showing. Most manufacturers have no dip qualifications or under and inch for their warranty. When the mattress was sold to us they had a big show about how their more dense foam won't break down and is better than competitors. That couldn't be further from the truth though! They don't stand behind the comfort either. I recommend staying clear.
Please don't waste your money. This is not a quality mattressjerry
Despite the showing of other mattresses in the store, Mattress factory is not good. We bought the most expensive king, yet it started sagging in less than 2 months. Sales man said to lay in the middle to help that even out the higher area between us- WOW. Don't buy without a return guarantee. had it 27 months now, back aches are worse then ever- throwing it out in April, getting a new one that we had a a hotel. Sales people we met seemed like fishy used car sales people here in MN. a rating of 1 star is too high.
NOT what we sat on in the store.Sharon M
I purchased an orthopedic plush pillow top for $966.79 May 5, 2019. When I got the mattress at my house, it was very uncomfortable. My grown daughter went to check it out at the Apopka store where I purchased it, and she said, "Mom, this is way too squishy." So I paid another $244.10 to downgrade to a plain orthopedic plush with no pillow top. I have been struggling with back pains since I got it delivered on May 18. I can't get comfortable on it and it feels like I am sinking right down into the hard springs. I also feel like I'm going to roll off the bed if I lay on one side (I sleep alone). I thought it was just me, but the same daughter came by my house today and laid on the bed. Her response was "Mom, this isn't the same bed we laid on in the store!" She told me that it wasn't just ME, the mattress was awful. She said she would never be able to sleep on it. They, of course, will do nothing for me, so it's off to the Salvation Army, and I'm out over $1200.00 (AND I bought the box spring), and I have to go find a new mattress again. Do yourself a favor - DO NOT purchase a mattress at the OMF. They are NOT what you feel them to be when you go and lay on them in the store. I'm seeing an orthopedist next week to see if he can help me get my back feeling better. It's so so sore right now...
Still Love My 8-Yr-Old Orthopedic Latex Foam Mattress SetBarry F
I have never purchased an Original Mattress Factory mattress that I didn’t like. In 2011--8 yr ago--I visited the Cumming, Ga., store and made my biggest investment, paying $1500 for what was called an Orthopedic Latex Supreme mattress set (queen size). A few weeks ago, I perceived a sag in the mattress. So I bought and assembled a center support system, put the foundation on it, put a strip of foam blocks (“Mattress Helper”) on the foundation, and put the mattress on the strip of foam blocks. The mattress is just like new again! I absolutely love this 8-yr-old mattress. When I lie down on the bed, I feel like I’m floating on air. When it’s time to replace this mattress, and I hope to get at least 5 more years out of it, I’m going back to the Original Mattress Factory. I trust the OMF’s craftsmanship.
Good SleepingNicholas B
This is our second mattress from the Original Mattress Factory. The first one we bought second hand when we were in college. It served us well for 8 years of our relationship. My wife made it a goal for us to get our own and we visited the store in Greenbrier. We got a memory foam mattress and have owned it for the past 3 months. We are both very happy with our purchase. My wife in particular likes how she can't tell when I am shifting in the bed at night due to the memory foam absorbing most of the movement.
Very uncomfortable mattressJay
I had a relatively new mattress with a memory foam top. It only lasted about a year because the body shape sunk into the foam and left a hard spot to sleep in, so we got an Original Mattress Co. product. It is too hard and we wake up with sore shoulders and back pain. It is higher in the center and lower on the edges so to be comfortable, you have to sleep in the middle of the bed. We are very disappointed and pretty such stuck, since we have spent over $3,000 on the 2 products in less than 6 years
Customer Service is Rude and DismissiveJanet G
We recently bought a Split King (2 Twin XL mattresses) with the Elite adjustable frame. The delivery guys were in a rush, dropped the expensive frame. The store was super dismissive and rude. All we asked for was an exchange of the dropped frame. Ridiculous! Their error became our problem and no plan to remedy. Would not do business with again.
Great Experience / Great MattressJulie R
A few months ago my husband and I decided that the key to not waking up with a sore lower back might be to purchase a good mattress. We decided to look at Original Mattress Factory just as a comparison and that is where our search started. We never considered another mattress. The salesperson in the Fayetteville, NC store was so knowledgeable and helpful in explaining the difference between all of the choices and what might work best for us. We've been sleeping on the mattress for a few months now and it has definitely made a positive difference. Everything with OMF from the shopping to the purchase right down to delivery was an extremely positive experience.
I would leave negative * if I could! Avoid like a plague!!Bonnie
Original Mattress Factory was the most expensive but we thought they were honest folks who claimed to manufacture their own. Maybe they do, maybe they don't, does not matter. It is what they DO NOT tell you that is what is most upsetting. Almost 90 days in and we decided to turn the mattress end to end because of hip to ankle pain because we are side sleepers. We bought one of the top rated mattresses, King Orthopedic Euro Top. It was $1625 with tax and delivery for mattress only! We were told to flip end to end and then over and then end to end because the mattress is a double pillow top every 90 days for the first year. What they DID NOT tell us is that the mattress is 200 pounds. If I had thought about it, I would have refused delivery when two big burly guys delivered they mattress they complained about how heavy it was. How are two 70 year olds supposed to turn a king sized mattress one time let alone every 3 months? Their solution? pay their drivers $50 to come and turn them for us! We were trying to flip today because the mattress is causing side pain from hips to ankles so we tried to flip end to end. Their reply? "See a doctor or a chiropractor if you are having pain!" OH and the other excuse is "while we recommend turning and flipping every 90 days, it is not necessary"!
The worst purchase!Autumn
Worst purchase decision I've made in a long time! Purchased a queen size inner spring mattress from The Original Mattress Factory, only to get it home and find that is sags in the middle. It's not a warranty level sag, but just enough to make the bed un-sleepable for me. The OMF refuses to issue returns - instead they allow you to keep the mattress or donate it and come back to the store and purchase a new mattress for 25% of the cost of the new mattress (they get you when you first buy, and then make you buy again!!) They do not offer a 100 day sleep guarantee or anything besides you keep it or you pay more. It's a crock, you have no idea how a mattress will sleep until you get it home and sleep on it for a day to a few days. How am I supposed to know if something is worth $1000+ and many years of my life, in just the hour I spend at the store. I would recommend that anyone reading this steer clear. Don't make the mistake of buying from THE OMF. And if you do, be prepared to pay more if you are unhappy. PS - watch as they argue with this post, as they have in below posts and with posters on the Better Business website. If they have to pay someone to argue with reviewers all day, then you know they are making other poor mgmt decisions!!!!
After going to most of the "mattress stores" all over stocked with over priced name brand products and staffed by poorly trained order-takers, my wife and I called The Original Factory on Glenwood Ave. in Raleigh. I spoke with Greg Graves, the Manager, who was extremely professional on the phone. We were his first customers the next day, Wednesday, 27 November. Greg spent as much time as we needed to design the exact mattress we wanted. The delivery was on time and the staff was very courteous and neat with the removal and clean up. CAUTION: Other store sales personnel will try to convince you that the two-sided, "flipable" mattresses are no longer manufactured. Well, they're either ignorant, poorly trained or lying!
Highly DisappointedMikey M
This is the worst mattress i have ever purchased, even with a so called correction, i felt the king mattress was returned worse. The delivery of it was worse. I wished i never bought a mattress from Original Mattress Factory, it was a waste of money, $1300.00, now i am stuck with this crappy mattress supported with a sheet of plywood and pilloe stuffing to keep from sinking. You have lost a customer for life. I will never recommend anyone to purchase from you.
Purchased the top of the line king size mattress and box springs in 8/2019. Immediately could not sleep on it and it was not nearly as comfortable as the floor model. The manager offered us the foam mattress for $900 more. We declined that offer. He then said that their customer service would call us. It is now Jan. 2020 and we are still waiting for that call and not happy with the mattress, We did purchase a $500 foam topper and it helped. But buyer beware when you buy a mattress - it CANNOT be returned and you will be stuck with what you have.
10 times better than our old mattressRich
I am very pleased with our Grand Royale memory foam mattress. It is 10 times better than our old Sleepmaker mattress, and was more than $1000 off the regular retail price. Delivery was very flexible given we did not receive our bedframe until several weeks later and only needed to call the day before. Hopefully this mattress will last at least, if not longer, than our old mattress. Would happily shop again!
Amazing CompanyCynthia alexander
Original Mattress Company has the best mattresses. I purchase a king a little over 18 years ago, and I still love it! Its so comfortable and still feels brand new. I purchased another one for my daughter! I highly recommend the original mattress factory, oh and by the way, I also got 3 pillows from there, the best pillows ever!!
Awful buyers remorseNT
In this day that all mattresses have a trial period I am so disappointing that I ended up buying the bed that does not. It took us 18 years to buy a new mattress. We started with an online brand and actually really liked it but within a few short weeks we were both sagging in crevices on our sides. We returned it during the trial period. I decided that we have to go with one we can actually feel first this time. I heard good things about OMF. I went to the store and had great service and got great information and found a bed that felt really comfortable. I was happy and I bought the bed. I knew about the no return policy and bought it anyway. I have so much regret. We have had the bed for a month now. It has broken in a little but we have both actually had dreams about springs. The springs are a so springy. I feel the whole bed bounce when my husband makes any movements. It actually wakes me up. And in just this short time period we already have big dents in our spots. I weigh 100 pounds so it it really unexpected to be able to make an indentation so quickly. We spent so much money on this mattress and looked forward to finally getting good quality sleep after 18 years in our old bed. I think about my bed and my bad decision daily. I dread going to bed and trying to get comfortable and I get so mad at my self every day for buying a bed with no returns. 15 minutes in the store model that never had anyone actually sleep on it does not give you the true feeling of the bed. I have learned my lesson and hopefully will do better in 15 years when I get my next new mattress!
Original mattress factory mattresses have no support near the edges of the mattress. As a result I always feel like I am going to fall out of bed. Most uncomfortable mattress that I have had in my years on earth. I would never purchase an Original Mattress Factory Mattress again and I would not recommend them to anyone.
17 years and going strong!Jennifer K.
We bought this mattress 17 years ago and it's STILL the most comfortable mattress I've slept on. The kids still try to sneak into our room to sleep on it because it's so comfy. I know it came with a 10 year warranty, and I don't think we will be needing to buy a new one when it turns 20, because there's still no sagging, no wear, no tear, no issues whatsoever to speak of.
Baited at the store...switched at delivery from factoryPam W.
I have had the SAME EXACT EXPERIENCE as Robert W.'s review! Tested at the store nice and soft and "plush". I don't think it's the same when delivered. Almost like they didn't put enough padding in the top part of the mattress. The boxsprings don't have the depth of a "normal" boxspring as well. Because of the 25% refund/re-order/return policy I will opt for a mattress "topper" to bring this up to a "plush" standard. Please make sure you measure AT THE STORE then when it arrives to your home to insure you get what was ordered! Never again!
Honest reviewAndrew G.
I LOVE this mattress! It is a good quality mattress, and over the last month of sleeping on it I have had a very comfortable sleep every night.
It's strange- it seemed VERY plush and soft in the store. At home, not so much.Robert W.
We bought two mattresses at the Mattress Factory here in Kissimmee, Fla. One for our bed- a CalKing and this Queen for our guest room. Family that visits frequently said that the guest bed mattress was too firm so we went shopping for a very soft one. A plush but not quite Uncle Fester soft one. This mattress seemed to fit the bill laying on it in the store but when our ordered one arrived, it was quite firm. Now we're in the market for a feather cover for it to try and make it softer. Which after spending a good bit of money on the mattress that was supposed to be soft enough on its own, is disappointing.
Lovely mattress, no regrets four years later.DJ
I purchased this mattress four years ago and it has been absolutely wonderful. The handles make standard flip-rotation easy enough. The only challenge was moving to an older house where it had to make some tight corners up stairs. I would recommend the split boxspring if you get the queen, as the solid is even more challenging to move with than the mattress itself. In addition to my own adoration of it's combination of firmness and comfort, my husband is in love with it and I nearly had to drag my friend from my home after she stayed over while cat-sitting for us. Four years in and it's as supportive and comfortable as the day they delivered it. Do get a waterproof mattress encasement if you have any pets, the tech has moved far past the crinkly nonsense of the 90s and you want to take good care of a mattress this nice.
Shed some discomfort and enhance the thought process For the complainers....Gleeta
Clearly the entire outline and description of this set is a 10 for durability and support for the set so clearly if it's rated at a 10 or attend is the scale that they gave it the rating they gave it for its durability in support of course the mattress is going to be hard it took its a firm support mattress not a plush fall into the bed mattress in my opinion if you wanted something soft and not as sturdy pick a softer mattress that is not a rated 10 on durability and support this is for people who like hard mattresses.... honestly please think about this before you had the pleasure of experiencing this mattress in the show room think of how many different body's have tested,laid,jumped,broken in, couples laying on it side by side testing out the comfort of these floor models before you did?.... ..... Granted the sales person should have told you that too but common sense plays a factor at some point!.... period
Outstanding Customer Service Experience.JUAN A.
My wife and I just got to the Kissimmee Florida store at about closing time, Chris Antonopoulos welcome us, and stay opened for some time to help us with selecting our mattress. He explaned to us all about the mattress and their inner makings of them. Great customer service and very helpful. GREAT!!! REP!!! We made our purchase and was shipped on time as promised. LOVE our Euro Top Mattress. Thank you Chris.
Amazing Customer Service!!!Sheila
I own 3 mattress sets from this company, and was having trouble with my queen size mattress set. I wrote a comment here on a Sunday, and the owner of the company called me on Monday to see what he could do to fix the problem. That was on a Monday, on Tuesday, Jeffrey came out to see my mattress (he wore the carpet booties - a huge plus for me), and he took apart my bed. He inspected everything from the box springs to the mattress. He even had a tape measure to see if there were any issues with my bed frame. There was an issue there which he helped me fix too. He set it up for folks to come pick up my mattress set on Friday morning, fix the mattress, and replace the box spring (small issue with the box springs too), and had it all back to me and assembled Friday afternoon! It was awesome, and it feels like the issue is fixed. I am sleeping well with no back problems!!! Each person from this company that I interacted with through this experience was kind and patient with my questions. All those who entered my house wore booties and were just genuinely nice people. I am so happy to write this post. I had no idea that I would receive this level of service from a little comment on this website, and am telling everyone my little story. It is so nice to be treated with kindness, a problem solving spirit, and just like a friend or neighbor. Sincerely - Thank you all!
our new ortho euro top mattressBob &.
we went to Mentor, Oh. store and were greeeted by Lawrence. he was very polite, knowledgeable, and most important not pushy at all. We replaced a 15 yr. old ortho from OMF. We don't like foam and we want two sided mattress. Best purchase we've made in years. We love it and would recommend it to everyone.
New PurchasePaul N.
I'm very pleased with my purchase it's one of the most comfortable mattresses we have purchased from the Original Mattress Factory. We have been a long time customer. The staff is always friendly and very knowledgeable but not pushy
Not very FirmGina V.
Love the pillow top but the mattress is not very firm. Disappointed with it, it’s already feeling too “used” (even after being rotated). I should have bought a different one :-(
Regency Sapphire Euro Top MattressCharlotte W.
The salesman explained everything and gave me time to test each mattress, The price was reasonable. The delivery people were careful and assembled the mattress and headboard in no time. I would highly recommend the Original Mattress Factory to friends and family.
Incredible. Back has never felt better for this side-sleeper
Great Mattress from a Great CompanyNicholas E.
Perfect delivery people and a great mattress.
First Time Mattress Buyer and Love My HybridErica R
I am a first time mattress buyer and I think I put it off so long because I thought the process would be intimidating. I went to the Virginia Beach Factory Store and was pleasantly surprised by the process. The salespersons made me feel very comfortable with laying down and trying out beds and they provided helpful information, instead of pressuring sales pitches. I ultimately purchased the hybrid and it is fantastic! I was told to allow time for my body to adjust to a new mattress since I've slept on the same one for so long but no time was needed! It felt great on the first night. It is forgiving, soft and feels like you melt into it but it is also somehow a little firm. I don't know how that is possible but it is living up to its hybrid name. I had the bed delivered since the master is on the third floor of my condo. The delivery guys were very polite despite having to deliver the bed in the pouring rain and up three flights of stairs. Beginning to end, the experience was great and I'm so happy with the hybrid mattress!
Never Buy from Original Mattress Factory againPatrick F
Our mattress that was delivered was not even close to what is in the show room. It is like sleeping on concrete. We were told that it will soften with use. We have slept on it for 4 months - no change. The warranty is a joke! We were quotes over $1200 to exchange it. Original Mattress Factory does not stand behind their crap product. Do not buy from them!!!
Customer Service DeliveryCarolyn S
The store in Fayetteville is wonderful. Excellent customer service from Mark and Teresa. The delivery men were very friendly and efficient. Highly recommend Original Mattress Factory.It was recommended to me by Consumer Reports
great experienceAnn E
Great experience. From Vic in the showroom to Jay & Herb at delivery. Cold not be more pleased.
Not for usCheryl H
We bought a queen and twin mattress in the Orthopedic line, and these are the most uncomfortable mattresses we have ever had. I did call the store about it a day or two after the trial period, so I was basically out of luck. I've had them for about 3 years, and they're terribly uncomfortable. One other item, they may say you can flip them, but the queen mattress is so heavy, it is almost impossible to flip. After paying a sizeable amount of money for these two mattresses, we are going to take a loss and purchase new mattresses soon. Think twice before you purchase this brand.
Avoid Serenity LineJane R
While service seemed fine and I got a 12 warranty on my Serenity mattress, the warranty is useless to me. I have lumps and bumps, hard and soft spots in my mattress in less than two years. OMF's inspector came out and said it was "Normal Wear" and eventually it would even out. Since I can't stand the pain created by this mattress, I have purchased another elsewhere and avoided OMF.
Worst mattress everJudith D
We bought the twin xl with the adjustable frame my mattress is 2 years old and I can not sleep on it it is sagged in the middle and I am sleeping in basically a hole, my bad frame constantly squeaks and I have had someone here twice, they refuse to do anything about my mattress and I cannot sleep on it we paid over three thousand for this bed and I am going to call consumer affairs. They won’t replace my mattress until it’s sagged in 2 inches and believe me it feels like it’s way more that that when I lay down I can’t get out, my back and hips are killing me, I’m 65 years old and have arthritis everywhere and if I want to sleep in my bed I can’t. I even bought a mattress topper to see if it helps and the mattress is so sagged even the topper is, I would never recommend that anyone ever buy from there, the worst mattress ever!
OK AT FIRST BUT...Ric S
Today is 1/27/2021. Purchased an Orthopedic Euro Top 12/4/2019. That's a little over a year ago. Paid $1800 for this mattress. What an expensive mistake. DO NOT BUY THIS MATTRESS. In fact consider another retailer all together. It was comfortable initially, but in a short period of time that changed. Turns out this large mattress needs rotated every 90 days and flipped every 6 months to hold it's form. WOW !! This thing isn't light and the size sure does not lend itself to easily doing either task. I don't recall that discussion in the store. I do recall hearing it "should" be flipped once a year. If you are late with those tasks the mattress will develop a high spot in the middle and trenches between the hump and edge where you sleep. Oddly I don't recall that being discussed either. The interesting thing is the trench extends to the edge of the mattress. This makes it easy for you to fall out of bed. When I called the store they said King Size mattresses will develop the trench and the hump if they are not rotated or flipped regularly. Don't recall hearing that when we bought this thing. They offer a service to rotate and flip my mattress. It's $69 a visit. Takes about 10 minutes. That adds up to $350 a year to rotate and flip my mattress. Odd they even have a service to do this. Like having an HOA for my mattress. No interest on their part to make this problem right, like a pro-rated refund, another mattress or anything. It's your problem not ours. My new Not-An-Original-Mattress-Factory mattress arrives in two days.
Excellent Warranty SupportErby H
In October of 2019 my wife and I purchased from Original Mattress Factory two TwinXL Style Plus Pillow Top Mattresses and two Adjustable Bed Units. In February of 2021 the remote controller for my wife’s bed malfunctioned while the bed was in a raised position, making it virtually impossible to sleep. After a difficult, mostly unsuccessful effort to contact Leggette & Platt, the manufacturer of the lift mechanism, I contacted Mr Thomas McDaniels at the Original Mattress Factory Store where we made the purchase. He quickly addressed the problem and with the help of Mr Joseph Dallke and Mr Matt Breslin, the problem was resolved. Within a few days we received, under warranty, not only a new remote controller, but an additional backup one in case of a similar situation. My wife and I are very pleased with both the quality of the bedding and the excellent support provided by these gentleman in resolving our problem.
Rubbish mattress poor quality deceivingTina K
I purchased a P1 mattress and I am very disappointed. Mattress is a rock and I have literally not been able to sleep. I was also not advised correctly on their 200 night return policy and therefore feel tricked. Awful experience would not recommend ! I am beside myself.
TERRIBLE.....DO NOT BUYCynthia D
After just three years of use, I have slumps in the bed. Poor support has created back and hip problems. I have flipped and reversed the mattress several times to promote even wear...USELESS... When I reported this to the store attendant, the reply was that I am out of warranty....come and but a new one! DO NOT BUY these mattresses!!!!! WASTE OF MONEY AND TIME.
365 Day comfort Policy Did Not cover our issues!Mona
My husband and I purchased a mattress in September of last year- when we were not happy with the comfort we were told it was because we did not purchase the box spring- so not only did we purchase the box spring but we upgraded the mattress spending an additional $670- After a few months we are still unhappy not only can you feel every movement of your partner but it feels as if you are falling out of the bed- $1500 and we both cannot sleep through the night- 😩
Surly staffMitch T
I was not happy with the surly attitude of the delivery people. I sent the mattress back
-OMF - IpswichJudy S
I am so grateful to Chris and his staff for their patience and calmness. Their customer service was fantastic. They will be the 1st place to go to now.
Dont Buy from this CompanyJohn H
I bought an orthopedict firm mattress from them. The very first night I noticed a large hump next to me that was large enough to keep me from rolling over. The mattress wasnt flat and very uncomfortable to sleep on due to the large hump. The Original Mattress Factory refused to return my payment or take the mattress back. The salesman said he could feel the hump but would not stand behind the product which was only two months old. Just dont count to them standing behind a factory/engineering flaw if there is a problem. I have since purchased another mattress which is without problems for less money. BEWARE
Avoid the Classic line.J.D.H.
We didn't have a lot of money to spend and bought a double sized, supposed to be 10 inch deep mattress. Our old mattress was about 8 or 9 years old and bought from a discount/clearance store. I wish we would have kept the old one. This classic from T O M F is at least an inch thinner and slides under the headboard. Getting in and out of bed is noisy. I can feel a spring when it's rotated back into the original position that jabs me in the small of the back. I ended up spending about $100 more for a padded mattress topper. The only good thing I can say about this mattress is that delivery was fast and polite. We won't buy from them again though. Going back to a Serta. I doubt this one will make it to next year and out it goes.
We purchased a California King a few years ago. Love the comfort and have kept up with the recommended rotation to ensure proper wear. We would recommend that the factory not only put handles on the sides of the mattress but also put handles on the head and foot of the mattress. The mattress is large and heavy and difficult to rotate with nothing to grasp at the foot and head.
The best mattress companyIgor
I bought the Orthopedic Pillow Top Mattress Set about three weeks ago and this is the best mattress I have ever had in my life. Both my wife and I sleep like babies on this mattress. It has perfect support level combined with a great level of softness. I love the fact it 's a 2-side mattress. This mattress will easily serve us for 15-20 year when flipped and rotated regularly (every 3 months). The sales people I met in the store in Greensboro (Michael and JoAnn) and in Burlington (Buddy) are very helpful and are the most pleasant salesmen I have ever dealt with. I will certainly recommend the Orthopedic Pillow Top Mattress Set and The Original Mattress Factory to all my friends and colleagues. AAA+++!
Return PolicyCarolyn C
I purchased a mattress in June as we were in the process of completing a remodel of our home and ordered new furniture, etc. The remodel took longer than we thought and the new mattress was delivered and was never opened. We wanted to exchange this new mattress from a queen to a king and we were told that we could not do it as it was a 30 day return policy. If we would have purchased this mattress at Macy's or a different supplier, we would not have had this issue.
Total waste of $800+Mark T
Totally mislead by the sales person. This mattress is totally un-sleepable. The sales person I spoke to was rude and constantly interupted when I was speaking. Will never set foot in their stores again and will warn everyone of their tactics when the subjuest comes up. One $800 mistake is enough.
Worst bed ever!Ruth H
I bought the Classic Luxury Firm Set in queen size. The box springs on their store label show 8". The mattress I chose was a 9.5". When they delivered my set, the box springs were actually 7.25". The mattress measured at 7". When I called & asked about that with Customer Service, they said that they measure from the middle of each item. I was not told that when I purchased the set. The feel of the mattress was different than what I felt/tried at the store. I can feel the springs when I lay down. I am into day 6 of sleeping on the mattress and my lower back pain and neck pain have returned with a vengeance. Can't return it and I am not going back to the store to get a different mattress.
Best mattress we've ever hadF Charles S
After five years of sleeping on our top Orthopedic Line mattress from The Original Mattress Factory we still say to each other as we recline for the night, "Aahh, this -is still- the best mattress we have ever had." It's firm, but with just the right amount of flexibility to accommodate any sleeping posture. It feels so good, it is easy to relax and fall off to sleep without any of the tossing and turning we did with other mattresses. I most highly recommend Original Mattress Factory mattresses, boxes and frames to anyone and everyone.
Bad Mattress, Worse Customer ServiceJason
OMF gives the air of having good customer service and having owned several of their beds in the past I can't say that I had any issue with them. Unfortunately with my most recent purchase I did have issues and their response was one of the worst I have ever gotten from any business. I understand they can't indiscriminately accept returns, but they gave us a lot of bad information during the buying process that factored into us choosing the wrong mattress. Their ratings system is awful. They told us that every orthopedic mattress they have is highly supportive (9/10) and we should choose between them based on comfort, so that's what we did. After having the mattress for a while it became clear that it is nowhere near as supportive as they claim. It is very saggy and has that hammock sort of feel. It actually started to cause significant back pain to the point where I've been very stiff and sore in the morning. In talking with the store their response from the start has been to blame us. We can exchange it for an additional fee. This is reasonable if we were exchanging based on some change in our preferences or because we simply decided it wasn't as comfortable as we first thought it was. That is not the case, it is terribly lacking in support. We were given bad information about the mattresses. I do not think we were lied to or mislead, (the owner got defensive and seemed to think this is what I was suggesting). I just firmly believe that their info is flawed and their sales pitch pointed us in the wrong direction. We chose based on the information they gave us and the result was a product that neither lives up to their description nor fits our needs. Their sales pitch describes factory direct quality and prices. Don't be fooled. It is a sales pitch, nothing more. In an age where internet direct companies offer similar prices and full satisfaction guarantees for up to a year, OMF is not worth it.
Do NOT shop at this company for any product!Becky A
The salespeople are fast talking charlatans who just want you to buy something. And the products are NOT worth the cost. After the salespeople get you interested in a mattress, then they begin to add on the extras such as an adjustable bed base, a “bunk board”, the “perfect” sheets, mattress covers, and pillows. Don’t fall for it! And be especially careful with the adjustable bed base. Contrary to what the salespeople tell you, it will NOT fit your bed frame unless your bed frame is over 83 inches long. The standard length for bed frames is 80 inches (look it up). The customer service after sale is merely repeating “We can’t do that.” over and over. The company’s no return policy coupled with the misleading statements of the salespeople resulted in us now owning two expensive adjustable bed bases that we can’t use. This is a terrible company.
POOR QUALITYJames H
We bought a Queen size Orthopedic Mattress from Cary/Raleigh and within 6 months it had indentions where we laid at night. We called and they sent someone out to measure and give us our options. Also how we could improve our box springs. We did what the man said and still no better. We then went to the store and decided to go with a firmer one which they exchanged for the old one, plus we had to pay the difference. They delivered the second one and after 2 months it the same condition as the first one. I WOULD NEVER RECOMEND BUYING FROM THEM. THEIR QUALITY IS NOT WHAT THEY ADVERTIZE. STAY AWAY!!!!!!!!!!
Never AgainDenise D
Buyer beware they are very good sales people selling a product that doesn’t live up to what they sell you.. All the displays showing you how your mattress is made and how many layers of this and that and explaining all the coils and springs yeah yeah sales talk. What they tell you how it’s made and what in show room that you test in store are two different things from what’s delivered to you! Good old bait and switch tactics! We bought our mattress a year ago and I wake up tired all the time not rested and toss and turn all night and it’s supposed to one of there firmer mattresses but the bounce of this is like loose like old mattresses like you’ve have had it for years. Plus feels like springs are poking me coming through already unbelievable! I haven’t reached out to OMF at all because I’ve read the reviews on there return policy and there is none without going through a hassle and having to pay fees and pay more out of pocket for upgrades! Live and learn buy from big box mattress stores and not from OMF stay away! Thought my old mattress was bad and replace with this well my old mattress better sleep then this that’s for sure!! Now I’m out all this money and stuck with this for next how ever many years to try to get my money’s worth. When all I want to do is chuck it in the trash! Plus we bought this because of the we are able to flip it like how mattresses used to be for more longer wear and durable well that won’t matter now because it’s worse mattress I’ve ever owned! Also not a cool sleep when I get any it sleeps on the warm side..thumbs down
Ready to set at the curb! Buyer beware!KS
I like others, researched, went to 9, count em 9 stores, one store 3 times=12 visits total! I did my "homework" on a new mattress! I went here finally ready to make a purchase after dealing with a 12 yr. old mattress that dips badly in center & did almost from day one. I'm only 140 lbs!!! I bought the Classic Plush full size. When delivered, had 2 dark spots/flaws on the mattress, the top of box springs had 2-3 areas of snags smack dab almost in the middle of it, under the box springs had a slight tear in fabric (I taped that). Spent significant amount of time trying about 6 mattresses in the store, all the while I had to hear all about the company again (I'd already heard it all in my 1st phone call). It went in one ear & out the other, should ask if we want to hear it! I think that's a gimmick for us to think the place sells special/perfect mattresses! Night one: What? Why do I already feel a sinking feeling (dip) in center? Next morning, oh no! This went on, I finally called the company, long story short, they don't care about customers as much as lead to believe. Unless I upgrade, fork out ANOTHER 287.00 I am STUCK! I'm on a very tight budget, sold a cherished cupboard to pay for this, have Lumbar issues and now this! I was told by company, try it for at least 1-2 months, blah....I even drove an hour one way to pick up 1" foam to put on top (really? alter a new mattress), it did no good, waste of more gas & time. So, now been over ONE MONTH, I DREAD going to bed every night! I wake up in pain every single morning! I've been in complete tears over this since end of July. They don't care. My next step is contacting Better Business Bureau! $758.00 dollars, is a huge chunk for me and I cannot even afford to think of buying another one. It truly has caused anxiety & grief! I pointed out the paper that came with said it's a 6 (scale of 1 to 10), in the comfort range. Had I known this, I'd never picked it out. I've been on the phone with them several times, the one guy said, "ignore that number", WHAT!!!! It's on the paper THEY gave ME! I'm reading more and more people that are unhappy with their purchases & feel like I do! We're stuck, but yet the company acts like you're the only one that has issues! That doesn't set well. I want my money back so I can go buy a comfortable set!!!!!!!!! I will NEVER shop there again! If I can make a mistake after all the HOURS, STORES, MATTRESSES I compared, laid on, heaven help the rest of you with Lumbar issues!