Jackie B Xgx

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Verified Reviewer
| map-marker Cerritos, California

Terrible customer service

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Ortho Mattress - Terrible customer service
Updated by user Apr 09, 2023

They blame the issue on the frame- but the structure is in perfect condition.

Original review Apr 09, 2023

bought a mattress in this store in 2019 with a ten-year

warranty. I should have read the reviews about how

they proceed when your mattress ends up having

impressions.

Mine has impressions on both sides in

spite of periodical rotations every 6 months and looks

like it has a camel hump in the middle. Unfortunately,

they blamed the frame, which is perfect and sturdy.

Moreover, we must send 60 dollars for an inspection. It

turns out that my husband and I wake up every

morning with backaches, which does not happen when

we sleep in hotel beds.

Don't let them fool you by telling

you there is a 10-year warranty. Their warranty

procedure is sketchy and designed to deny all

claims.promising what they don't honor.

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Pros:
  • It is comfortable for 1 year
Cons:
  • Terrible customer service

Preferred solution: Full refund

User's recommendation: Don’t be the next victim

1 comment
Guest

SAME ISSUE WITH US!!! Someone needs to contact the California Attorney General about this company!

SUNNY K Sto

Problem in matresa

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I have purchased the matress last 4 yrs ago. That time shopkeeper told that lifetime guarantee in matress.

Now matress bich me dhas gya h. Usko replace ve kerwana h

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Anonymous

Ortho Mattress makes a horrible product and does not honor the warranty

Ortho Mattress makes a horrible product and does not honor the warranty
Ortho Mattress makes a horrible product and does not honor the warranty - Image 2
Ortho Mattress makes a horrible product and does not honor the warranty - Image 3

We purchased a $1500 mattress from Ortho and within a few months noticed the bed had compressed and the top material began to shift. We called the customer service department and they would only warranty the product if we paid $50 to have their contractor inspected the bed. We relunctantly did pay for the inspector only to find they did not accept any fault and tried to blame the top of the bed being affacted by the box sprng. They said they would now only continue to consider the bed faulty if we bought a new box spring. We then did that to only have the bed continue to worsen.

This has been more then 3 years of fighting with Ortho to get the bed replaced. They now say we have to again pay to get it inspected - so their person can find another excuse to not accept fault.

We actually performed their compression test and our bed had 2" of sage without anyone on the bed. The said 1" is acceptable but beyond that, the bed is faulty. However, upon seeing the photos we submitted, they started off by saying, "well that may have been caused by a cat". What the heck Ortho! No cats - just a horrible company that does not stand behind their products.

Check out their Facebook page and see all the consumer comments about other beds being poorly made.

View full review
Loss:
$1500
1 comment
Guest

Had same problem,sagging 4 inches after 4 months. Paid $50.00 for inspection.

They still delayed 6 more months. Just bought a new mattress,, never again Ortho!!!.

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