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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:
$2,000.00

Total Amount Settled:
$0.00

Complaint Experience

100%

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 that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 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
0	Unanswered

1 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.

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