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Original Mattress Factory complaints

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4930 State Road
Cleveland, OH 44134 | Get Directions

(216) 661-8388

http://www.originalmattress.co...

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Total Amount in Dispute:
$225,965.00

Total Amount Settled:
$0.00

Complaint Experience

50%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to one complaint presented to them.

However, the company failed to respond to one complaint.

Complaint Closing Statistics

2 complaints against Original Mattress Factory closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
1	Unanswered

2 complaints against Original Mattress Factory

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5/9/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $2,000.00 Amount Settled: $0.00

Customer Complaint

4/2/2024

Buy the mattress from them that they will not warranty, even though it's warranty terrible business. Resolution Sought My money back.

Company Response

4/29/2024

Mr. Robinson contacted us on March 15 that he had problems with mattress. He felt something was wrong with mattress and wanted someone to look at it. On 3.25.24 someone went out to look at it. Per the notes on the service request: nothing defective on product, it was well supported, the spring had nothing wrong with it. All sides were good, impressions were normal wear and tear. Mattress was made on 9/16/2022. Has normal wear. He was offered to have it check by manufacture however If nothing wrong he had to pay transportation back. Based on the number of impressions it is not covered under warranty. Normal wear and tear nothing was defective.

12/11/2022

RESPONSE: Complaint was not answered Amount in Dispute: $223,965.00 Amount Settled: $0.00

Customer Complaint

11/15/2022

10/1922 purchase a king luxury firm mattress set. Delivered 10/23 received mattress it was defective areas that were not sewn and loose threads had a very pungent horrible smell to it. I laid on it for 40mins, it was too hard. They were going to repair the mattress. It was too firm, so I upgraded to super pillow top. I told him that the prior mattress smelled very bad and it was penetrating everything in my house and making me ill. They kept the mattress for 2 weeks to air I told them that the boxsprings they left in the house smell horrible and I can't keep them in the house. We took them outside aired them for two weeks outside. My boyfriend came and had an asthma attack while he was here from the odor in my house. I used an air purifier I had to shampoo the carpets, put baking soda on the carpets removed everything I could out of the bedroom and I could not remove the smell from the box springs. I've purchased air fresheners and things to try to remove the smell and it won't go away in the bedroom. I purchased special casings to put on the box springs so the smell would not leech out. That did not work. Today they brought the mattress and the odor from the Mattress is again permeating my whole house. Put box rings in the garage. My house smells horrible. I have had people confirm that this is horrible smelling. I have a mattress I can't use it's making me nauseous dizzy headaches and my boyfriend Could have another asthma attack. This is a health issue. Resolution Sought I want this mattress and box springs removed before one of us ends up in the hospital or he dies from an asthma attack. And I want to be refunded my money I have never in my life experienced anything so horrifying as this. You can stand outside of my house with the window open and put your nose to the screen and smell my room how bad it stinks. And I can't afford to throw away this kind of money.

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