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Ortho Mattress, Inc. complaints

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11030 Artesia Blvd.
Cerritos , CA 90703 | Get Directions

(888) 499-6784

http://www.orthomattress.com

Monday - Sunday:
10:00am - 8:00pm

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Total Amount in Dispute:
$3,000.00

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 Ortho Mattress, Inc. closed in last 3 years.

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

1 complaints against Ortho Mattress, Inc.

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9/19/2022

RESPONSE: Agreed to make an adjustment Amount in Dispute: $3,000.00 Amount Settled: $0.00

Customer Complaint

8/5/2022

Late January my husband & I purchased a king size mattress. Within 2 - 3 days it was very uncomfortable as we then also noticed many sink holes throughout the mattress. I called the store explaining the obvious defects & they said they'll have send someone to write up their findings in which right away when he seen it he totally agreed the mattress looked real bad. After the report was received I got a call & was told I could exchange for the exact same type of mattress if not I'd have to pay $500. more in order to exchange for a different brand. Therefore my husband & I went ahead & selected a different mattress that was $2000. more. Unfortunately again as I couldn't believe it ! Another defect item. This time on the right side of the bed you'll see 1 & 5/8" oblong sink hole. I called the store again they sent someone to my home to check it out in which he said he'll give his report to a Linda. Garcia at Ortho Mattress. A couple of weeks later Ms. Garcia called me informing me that she received the report that stated it was not even an inch to complain & that plus Stern's & Foster wouldn't allow an exchange & that it's out of her hands to further assist me. My husband sleeps on the right side & says he feels like he's sleeping in a nest. I'm 75 yrs. old & I've been deeply in distress with this terrible mattress. Please call me for any questions . I'd be so grateful with your help on this nightmare matter. I'm looking forward to hear from you....Thank y Resolution Sought To PLEASE Please Cancel my purchase and Refund my money.

Company Response

8/22/2022

Mr. & Ms. Rodriguez, The information above you provided does not match any of our records. I will call you directly to speak to you. Spoke to customer directly on 9/22/22 at 9:30am to set up another courtesy inspection. Current mattress was inspected back on 2/18/22 and nothing was wrong with it

Customer Rebuttal

9/15/2022

Several weeks ago to my surprise I received a call informing me that someone will be coming to my home to inspect the issue with the mattress I've purchased & that I'll be called soon with a date & time. Two weeks go by and no one ever called to confirm an appointment . Then a couple of weeks ago I received a call hearing "hello this is Ortho Mattress how may I help you"? As I was a bit confused I mentioned the call I received over two weeks prior informing me that someone will stop by to inspect the mattress & I'd get called soon for a scheduled appointment which never happened. He asked me for my invoice # to check , said he didn't know what I was talking about because there's no record of any recent call as I've mentioned. He then stated " I see you made a complaint with consumer alliance"? I told him "well yes I desperately needed someone to help me". He said "well there's nothing we can do for you so you have a nice day" (click). I received an obvious defect mattress that was then traded for yet another defect mattress. Not Only Once but TWICE. I'M 75 years old & I'ts depressing having to go this. Please please help. We definitely want a refund !!

Company Final Response

9/16/2022

Hello Mr. & Mrs. Rodriguez, When I spoke to you on 9/22/2022 at 9:30 am. I advised you that we will set up another courtesy inspection. That's when you said the mattress was "too" firm for you and wanted a different. I explained that comfort wasn't covered under warranty. You got upset and started yelling. At that time, we were not getting anywhere. You said not to set up the inspection and hung up. I do apologize, however the information you are providing is incorrect. I am happy to set up the inspection as promised, however we cannot do anything regarding comfort. Please contact me at 888-499-6784 ext 2202 if you wish to move forward.

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