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2.6

BAIT & SWITCH! NO ETHICS We purchased 3 beds (1 queen: orthopedic luxury & 2 full: orthopedic luxury, and classic luxury) from Lynn at the Sandlake store.

She was patient and polite. We have experience purchasing mattresses so we were aware of mark up, warranty, guarantee, etc- so we came prepared with lots of questions... she took the time to explain the difference between their quality & their competitors- they give you a tour with swing out versions from the wall so you can see and compare. HERE's the problem...

despite our many questions, it appears her answers did NOT match written policy and now we are screwed. What she told us is 12 year warranty, 1 year comfort & size guarantee- so we inquired further: if we do not sleep comfortably, or want to change the size, what happens? "If you buy the ___________ style, for example: orthopedic luxury and are unsatisfied, you return and make a new selection. IF that new selection is an upgrade to a more expensive bed, you simply pay the difference.

If you downgrade to a less expensive, you pay 25% of the new selection (there would be no refund from the original purchase, nor a 2nd delivery fee) and OMF would donate the mattress we were unsatisfied with to mustard seed." We asked how they could afford to do that and she answered because most people are satisfied and its rare people change. Today we went to change our queen size and Delvon, who identified himself as manager, said that we misunderstood the policy, that he has had this issue with guarantee not being properly explained multiple times before, with his sales people. The correct policy is: "we would be charged the difference +25% of the lesser cost, almost as if we were renting it" and if switching the size, the cost of the new +50% of the old. When we said we were very specific and even knew the exact dollar amounts for the change, because we asked at time of purchase, he became condescending and said well "we don't have to explain it properly because we put it in writing" IF we didn't read an entire pamphlet, after speaking with Lynn for 2 hours to extremes on the day of our purchase, basically it was too bad so sad.

Then he back pedaled and said he believes us but we, or the other customers that he has had in the past that explained the exact same incorrect guarantee, as it was explained to them could be lying to get what we want..... I would be upgrading and paying more, how & why would I lie? But also why would I pay an extra 25% for a bed I am returning? Then he called Scott, his manager owner- NOT ROBIN TREZCINSKI like in the commercials who he never put on the phone with us but basically explained the same return policy to his own employee.

THIS WAS A VERY UNPLEASANT, POOR CUSTOMER SERVICE EXPERIENCE! THEY LIED AND WERE NOT REMOTELY INTERESTED IN OBTAINING CUSTOMER SATISFACTION.

Reason of review: Return, Exchange or Cancellation Policy.

Monetary Loss: $2000.

Preferred solution: Let the company propose a solution.

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Guest

Does OMF pay their associates extra to come and belittle customers and dispute every review? This is so laughable.

They are a horrible company, none of their associates know the policies, as evidence from the amount of them who can not explain them.

The products the customers actually receive are inferior look a likes to their floor models. *** I bough a $69 king size mattress off of Amazon that was way better quality then what you can get from OMF.

Guest
reply icon Replying to comment of Guest-1302991

Does Amazon pay their associates extra to come and belittle customers and dispute every review? This is so laughable.

Guest

The comfort policy is fully explained on the Warrenty and care guide you received with your bed and its not how you explained it. 25% of the cost of the lower price bed.

If you went to a more expensive bed to cover the increase of cost. Sounds like you really misunderstood, didn't read the book you were given, or the poster in the store.

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