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2.0 36 Reviews

Ortho Mattress Complaints Summary

9 Resolved
27 Unresolved
Our verdict: When using services from Ortho Mattress with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Ortho Mattress reviews & complaints 36

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9:46 pm EDT

Ortho Mattress Watch out for Mike Gordon!

This is another one of Ortho's better showrooms with convenient parking in the back alley. Just make sure you're parking here to purchase a mattress because I saw Mike working here on my way to the gym. He is the store manager who use to work at the La Brea location and will make his presence known and the last thing you want is to uncover his wrath. I occasionally worked with him about a year ago on certain days so here's your inside scoop. Your overall shopping experience is going to consist of two things which are the overall selection this store provides along with the interaction involving the store manager.

Let's begin with you entering the front or the back red door and PLEASE pay attention to this part if you want to be on good terms with store manager Mike. Ortho doors are heavily monitored with a door count system which is used to regulate sales and closing percentages on customers. Every time when the door is swung open (customer entering), it's calculated as a single door count towards the store employee. Store employees and managers (Mike) are supposed to sell at least one out of two door counts. Long story short. Corporate is expecting every 1 out of 2 customer walking in to leave with a receipt. So if you're getting reckless with his doors by repeatedly entering/leaving vice versa, you better prepare for the consequences because you're screwing with his closing ratio. If you aren't paying attention and causing his doors to swing open multiple times for whatever reason, he has to answer to his supervisor why there were multiple door counts and not a single sale. Believe me when I say that's not a position he wants to be in. YOU. BEEN. WARNED.

There's plenty of mattresses to choose from due to the impressive size of the store. Full lines of Simmons, Stearns and Tempurpedic are all available for your convenience. So finding the right selection would never be a problem here. You might want to consider leaving your kids at home
if you wish to visit this store considering it's located directly next to a adult sex shop. You'll witness
tons of escorts parking their convertibles outside while they stock up on their inventories next door. But honestly, this is actually nothing compared to the potential threat inside the store.

As I explained earlier, you should already know that the active manager on duty here is hostile.
Before I emphasize how hostile Mike truly is, it's best for you to know what he looks like first just in case if you prefer to avoid him. Anyone ever seen Rambo First Blood Part 1? He's a dead ringer for the town's corrupt and abusive sheriff played by Brian Dennehy. Their personalities and
explosive tempers are identical as well. And for anyone who's familiar with old school WWF wrestling, Mike also looks like Greg the Hammer Valentine. Here's what I vividly recall one afternoon before I left the company for good. On a very slow day at a different store, he was talking with a buddy on the phone while I relaxed on one of the mattresses with my shoes off. Apparently, he didn't feel that my socks were clean enough and instantly shouted, "GET YOUR F-----G DIRTY SOCKS OFF MY MATTRESS!" Keep in mind my shoes were off unlike customers AND it was placed on the foot guard area towards the bottom of the mattresses. Still it wasn't good enough so please use my personal experience to understand what you'll be expecting if you venture here looking for a mattress carelessly. BRING CLEAN SHOES AND WEAR NEW SOCKS!

And here's a final note if you DO get on his good side. Mike has a weird habit of showing off his
proud collection of Colombian prostitutes which he frequently visits and has photos to prove which are all saved in his smart phone. He brags about how his call girls in Colombia offer him discounted prices for their full service and takes pride as a frequent client. I've seen the provocative photos he pulled up on his phone and some look like teenagers! Mike, please keep that stuff in your pants for god sakes and refrain from showing them to the female employees. Unless you want Ortho to go through another sexual harassment lawsuit. Women's protection and civil rights lawyer Gloria Allred was involved in the first lawsuit when a female worker was sexually assaulted by an Ortho store manager. I can literally write a book about these stores and the characters running it. Sigh. So to conclude and on the upside, if you don't end up buying a mattress but feel the need of some company while vacationing in Colombia, Mike will definitely hook you up!

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3:21 am EDT

Ortho Mattress Watch out for Ken Guituma!

I can honestly admit this is one of Ortho's better stores considering I've worked here as a floater employee in the past. Not many stores of Ortho Mattress can compete with this one because this location contains 2 floors and showcases a wide range of selections from every vendor. Parking is in the back and there's plenty of it so access is extremely efficient. Just make sure you avoid shopping here during peak lunch and dinner hours over the weekend because patrons of Izzy's Restaurant next door completely dominates the entire parking structure.

Most of the mattresses here are relatively new except the GS Stearns Plush Eurotop that costs 5 grand sitting in the corner right beneath the staircase. One side is completely flattened because that's the only side people can try the mattress on so it's caved in. The other side is entirely blocked by the staircase so access is nearly impossible. Avoid upstairs if you aren't interested in Ortho's own brand of mattresses. This location used to be the training center so don't be surprised if you find potential new hires being trained here during your visit.

Your shopping experience will be based on selection of mattresses combined with its presentation by the sales rep. Regardless of matt selection, the employee and their distinctive mentality will ultimately make or break your entire experience. Be prepared for the worst if you ever encounter someone named Ken. He is an middle aged brother with an accent who used to be the store manager and appears rather docile but never allow that to deceive you. He was also my
training manager so I've seen all his tricks on how he closes customers in sales. If you don't like getting closed or being sold, please pay attention here so you'll know how to counter his antics.

Upon entering, he'll basically force you to participate in his comfort test to determine what your level of comfort is. Regardless if you already know what you're looking for, he's going to respond by saying, "Okay, it doesn't really matter what you're looking for because everyone is completely different. Just to be sure, let's do a quick comfort test anyways to determine if you truly need a firm, medium or soft." His logic is forcing you to accept his idea that YOU might know what you're looking for BUT your BODY might actually need something else entirely instead. He's going to goose feed you this idea and firmly insists you get on his mattresses of choice to begin your MANDATORY trial. It doesn't matter whether you agree with his initial step because that's precisely how he manages the store and the customers. So if you don't appreciate being brainwashed and told what to do, think of something quick or you're going to get completely dominated by his methods. We almost got into a fist fight regarding an incident where I determined such a test was unnecessary for a particular client and he disagreed. I've seen his short fuse on a female client before where she asked how much a particular mattress was and Ken impatiently barked, "Don't worry that!"

Also be extremely cautious with his closing questions that he will continuously bombard you with if you express hesitation to purchase on the spot. Here are some examples if you reply NO to making a immediate purchase. "Well what exactly is preventing you from making a decision now? I mean at the end of the day, what's going to help you decide? You're already here. So what's the difference between this mattress and the ones down the street?" He continued this inquisition so aggressively one particular incident where the blonde female guest finally snapped and shouted, "I don't know! Alright!? I just want to look around!" She meant other mattress stores because this was her first stop with her girlfriend. So carefully familiarize yourself with these questions to prevent getting caught off guard by Ken.

Such relentless pursuit to close a sale is probably why the former Governator of California never bought a single pair of shoes from Ken. Ken shares his past employment as a shoe salesman on the 3rd Street Promenade in Santa Monica where Arnold (The One and Only) himself would always piss him off by walking in and trying on 25 different pairs of shoes and never makes a single purchase. I'm not surprised. I wouldn't buy anything from Ken either based on his methods. The more you push people, the higher their walls go up. There's also other employees operating out of this store now but take heed if you ever encounter Ken.
Overall, the store itself is one of the best locations of Ortho Mattress with a wide range of selections. But the uncertain thing is that there's really no guarantee whether you'll have a great shopping experience. That's completely based on whoever is working there at the time and how you'll interact. Good luck.

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Update by The Imperial Monarch
Dec 01, 2019 11:15 pm EST

Below is a pic of Ken Gituma. Heard this dong is now working for Sit N Sleep which is the main mattress store of Southern California. Hmmm I feel another review coming.

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3:14 am EDT

Ortho Mattress Avoid this store please. Not worth your time.

I use to work in this store about an year ago and have to admit it's not the worst mattress shop in the region. It certainly isn't the greatest either and here's why you might want to avoid. Let's get this over with. The smaller the store, the smaller your selection will be so try not to cheat yourself when your comfort and back is at stake.
The parking is located in the back and convenient enough not to miss like other Ortho stores.
As usual, you'll be greeted by their own manufactured items the instant you come in and they
take up about 1/3 of the entire premise. So if you want to avoid the cheap stuff, only the
remaining 2/3 is left which isn't much of a selection at all now considering the store is already
small to begin with. I have to be fair regarding their own products and admit they do feel
comfortable. But you might want to read all the other reviews online first regarding Dr. Preferred
and Summerhill Bischop before you sign on the dotted line. Please use common sense.
You get what you pay for.
Whatever you do in this store, DO NOT USE THE BATHROOM OR WASH YOUR HANDS.
This is the only store in the region that has YELLOW faucet water! Has been that way for
about half an year to my knowledge.
If you decide to shop here, know that your visit might be interrupted by bums coming in
looking for an application. Either that or local hustlers in the area disguised as palm readers
might occasionally come in to offer their services. But know this for certainty. You will be
the ONLY shopper inside this store because customers avoid this location like the plague.

Besides the reasons I've provided earlier, this store is smacked dead center in the business
lunch district surrounded by office buildings and popular dining attractions. This store at
its particular location just doesn't fit in and being another tiny hole in the wall makes matters
worse. I'm sure there's great people working here but unfortunately the extent of their
knowledge and presentation can only cover what's available in this limited shop. If you're
not picky and wouldn't mind browsing in a place where selection is only a small fraction of other
mattress stores, feel free to stop by. But if you're like me and other shoppers I know
who are selective and appreciates a wide variety of choices, avoid this location and save yourself the hassle.

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3:08 am EDT

Ortho Mattress Don't work here!!!!

Let's get this over with. A few neighbors have inquired if this location was worth visiting considering I use to work here about a year ago. Let me save you the hassle.
You'll only be greeted by 2 parking spaces which is constantly being taken up by patrons of The Six restaurant next door or customers of the bank. Park your vehicles here at your own risk because the staff of The Six restaurant got SERIOUS beef with Ortho and its customers. Why? The owner and staff made a daily habit of taking our spaces only reserved for Ortho shoppers. I was forced to contact parking enforcement when they ignored all my warnings. They received around 8 tickets total and each about $75.00.

The infuriated kitchen staff would give me and customers stink eye daily when they took out the trash and eventually I noticed someone had scratched my right side view mirror. This occurred twice and only after specific employees throws garbage into the bin right in front of my car. Trust me, the last thing you want to do is to let them catch you walking into this mattress store while leaving your car outside unattended. If for some reason you feel brave enough to venture further, watch out for dead rats as you exit your vehicle.

I kicked one under the garbage bins and had to park over the other rat with my car considering it rivaled the size of Master Splinter from the Ninja Turtles. This mattress chain uses
Orkin pest control so all the crevices outside the store are laced with rat poison. It works miracles
as I was told by their service rep but I unfortunately become the clean up crew.

Upon entering and whatever you do, DO NOT walk in and out repeatedly through their doors. You're going to severely piss off the employees on duty. Here's why. Functioning near the cameras is a highly monitored door count system. This door count system clicks off whenever customers enter the premise or when the door is simply swung open. Each marked and recorded click signifies a customer entering and looking to buy a mattress. And it's the salesmen job to sell or close one out of two door counts. So if you're walking in and out of the business repeatedly, you're screwing up the salesmen's closing ratio. Corporate is going to think based on the multiple clicks adding up, there's around 10 customers in the store and they're expecting a minimum of FIVE sales! I've personally witnessed how nasty tempers are within certain employees and you don't want to piss them off.

You'll potentially be greeted by 2 things upon entering. The first is the unbearable foul stench from the garbage bins stationed directly behind the store. This heavy odor is a combination of spoiled leftovers, raw seafood and blue cheese. It seeps into the store half the week as the trash piles and the smell intensifies during the scorching summer. If this isn't bad enough, around 6:30 to 7:30 pm and usually on the weekends, there's people out back directly behind the store smoking POT right in between the garbage bins! It initially started on the weekends only but turned into a nightly basis. Also, this particular location is infested with giant cockroaches. They are active on a daily basis especially near the back door and computer desk area.

Besides roaches, you'll frequently hear the crazy bums yelling out back in the alley and fighting with Omar. Omar is the nice lot attendant from across the alley. It gets so bad at times that I developed a habit of locking the back door at night.
This place is so bad and empty, the property manager himself pokes fun of our business.
He'll stop by a few times a month asking if he can park his white SUV in our spaces as he dines next door. He strolled in one time noticing how empty it was as usual and sarcastically asked, "So how's business?" I replied, "It's kind of dead." Without a split nanosecond, he instantly scoffed and said, "Of course! You guys just opened another store right across the street. Pssshh." Shook his head and walked out. What can I say?

And let's not forget all the complaints from other websites about customer service being rude. There's only one individual at corporate/warehouse who's capable of being rude and her name is DENISE. Be prepared to be yelled, screamed and blamed at if you're calling customer service regarding your mattress issues. BE EXTREMELY CAUTIOUS WITH YOUR QUESTIONS. If you ask Denise a question that she feels is stupid, here's EXACTLY how she responds. "Did I say that? Did...I...say...that? DID I SAY THAT!?!"

It's so interesting that I once used my laptop to help Ortho sell more beds by comparing prices online for our customers but now using the same laptop to write this review. One last thing. Ignore all the 5 star reviews on Yelp. Some employees will cut deals and give out free bed frames and mattress protectors in exchange for positive reviews on the spot. That's a neat trick they revealed to me a while back. Good luck everyone.

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7:15 pm EDT
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Ortho Mattress Overcharged and Salesperson Attempted Fraud

My husband and I went to Ortho Mattress at 6301 Sepulveda Blvd in Van Nuys on Saturday, June 7, 2014.This was the worst mistake we have ever made. The salesperson, Miguel, deliberately overcharged us for pillows, then he destroyed our original invoice after we left and created a new invoice without our knowledge that had different prices on it. This invoice was the entire written agreement that we had between us, so destroying it SHOULD void the entire sale. And continuing with the financing with a forged invoice is wire fraud and consumer fraud, right?I should add that only part of the sale was to be financed, the rest was to be on lay away and we have not actually received our mattress set yet. We paid a $200 deposit, which should be returned once the sale is voided. At this time, we have filed complaints with the Federal Trade Commission, the Attorney General's Office, the Department of Consumer Affairs Bureau of Home Furnishings and the Better Business Bureau. We also posted this exact review to Yelp, scam report.com, Complaints.com and Consumer Watchdog.Org and we will be contacting our local news agencies consumer watchdog departments to notify the public so others can be spared the same headache. I was surprised that the Attorney General's Office had a consumer complaint process, but I was very happy to find out.Here is the summary of our complaint that we just filed with the Attorney General's Office: 1 Queen Mattress Set, 2 Latex Pillows, 2 Pillow Covers, 1 Mattress Cover.The dollar amount in dispute: 1329.80.The date of the transaction: 06-07-2014.A contract was signed, but the sales person destroyed it after we left and created a new one with different prices on it. If the sales person processed the financing application with a forged invoice, then he has committed wire fraud, in addition to consumer fraud.We contacted the store the next day and were told that we were given the newer model of the latex pillow and that's why we were charged more. We called the store several times during the week to ask about the pillows and Miriam said there is only one model of that pillow and the price is 79.99 for the Queen, same as price listed on the company website. Miguel had offered a buy 1, get one 40 percent off deal on the pillows, but charged 140.00 for the first and 70.00 for the second. We told this to Miriam and she asked for the Invoice Number. When we gave it, she said they don't have that Invoice, that Miguel had destroyed it and made a new one that showed different prices. DOESN'T THAT VOID THE SALE? The Invoice was our signed agreement to purchase their products and Miguel destroyed it. Miriam forcefully told us the new invoice would be enforced, not the one we signed, so we asked to speak to her manager. She said the store does not have a store mgr, but she would call her regional mgr and speak with him and call us back. This was 10:36am and she didn't call back until 2:46pm. Their customer service closes at 3pm. Miriam then said that her regional mgr wants us to -Come back in the store on Saturday so Miguel can take care of you.- When asked -what does that mean? and she said -Just go see Miguel and he'll fix it. We asked her, -fix what? and she said, -He will return the money. We asked how much? and she said, -Just go see Miguel and he'll take care of you. We told her Miguel was dishonest and we didn't want to deal with him again, and we told her we wanted to speak to her regional mgr ourselves. She said she will call him and have him call us. When she called back at 3:22pm, we let it go to voice mail so we would have a record of what she said and she said she spoke with her regional mgr and gave him all the figures and for us to call her back and -WE'LL TALK. She clearly didn't speak to any mgr and she was trying to cover for Miguel without anyone in charge finding out.At first, we only asked to be refunded for the 90.47 we were overcharged, but now that we know our original contract was destroyed and we suspect employees at this location are deliberately committing fraud, we just want our deposit back and the sale voided altogether.At this time, we have also complained to the Federal Trade Commission, the Department of Consumer Affairs Bureau of Home Furnishings and the Better Business Bureau. We have also posted this exact review on Yelp, scam report.com, Complaints.com and Consumer Watchdog.Org and we will be contacting local news agencies consumer watchdog departments to make the public aware so others can be spared this same headache. If we learn of any other agencies to complain to, we will complain to those, too. This company should be penalized and the sales team should be prosecuted.The resolutions we are seeking are: CANCEL/VOID THE SALE, RETURN THE DEPOSIT, LET US RETURN UNOPENED ITEMS. The entire sale should be voided and all financing cancelled since our original contract was destroyed, and we would like a full refund of our deposit and to return the unopened items we were told to take home that day. If the application process continued with the forged invoice, we would like charges of fraud to be brought against the sales person, Miguel.

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1:26 pm EDT
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Ortho Mattress Warranty

Ortho Mattress warranty is a complete scam they tell you that the mattress is covered for 10 years. What they don't tell are the conditions that you have to meet in order for them to replace your worn out mattress. First you have to have the original receipt which we had. Two, you have to go to the retail store where you bought the mattress so they can file the report. Three, now they tell you that you have to pay out of your pocket $68 which will be reimbursed once the mattress is replace. Four, they will tell you that the mattress can't have any stains what so ever otherwise it will void the warranty. At this point I was getting worried I asked what sort of stains are you talking about? Any kind of stain may it be a size of quarter or a real massive one that can cover the entire bed. I asked how the hell do you prevent stains from getting on the bed after owning it for all these years. Once you get a stain on the bed every attempt to clean will prove futile it will only make it worse.

My mattress was completely leaning down 2 inches on the left side of the bed and the right side was raised almost an inch. So when sleeping on the bed it feels like your sliding down the left side and not to mention it kills your back in the process. Anyway, it took over a month to get through the process waiting for the approval from the office to inspect the mattress. Waiting for the inspector to contact you and actually inspect the mattress. Then finally the long wait for the verdict if your claim is approved of not. They really string it out and make you wait just to have your mattress replaced. We couldn't wait any longer so my wife called them back to find out what happened to our claim. Finally she gets through after being put on hold or being transferred for almost 30 mins. The verdict! DENIED! Our claim was denied after all the waiting and crappy warranty process of Ortho MAttress. The reason, there is a stain on the mattress that disfigured the foam and therefore voiding the warranty. This is the most outrageous warranty coverage ever. So now we our out $68 since they denied it, it will not be reimburse.

Ortho and I'm guessing other mattress companies have similar if not the same kind of process for the warranty claim. I guess the lesson here is to find out the what warranty covers and how the claim process goes. I believe now Ortho has a 25 year warranty on their mattresses which I'm sure will have the same type of warranty process. Ortho sells bed from 1500 to 10k and this is the kind of warranty process you have to go through in order for your bed to be replaced. Totally unacceptable and a complete waste of time and money. Might as well tell the customer that no we don't have a warranty on our beds because we will just deny every warranty claim due to stains and whatever else dirt we can find on the bed that causes the foam to disfigure.

I am not a happy camper and will never ever buy another bed from this company. I will do my research and make sure that my next bed will have a better and simpler warranty process. Ortho SUCKS! So buyers beware don't believe in their warranty because it is just one big SCAM!

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WarrantyProblems
, US
Sep 03, 2014 12:56 pm EDT

I saw that there is a possible class action starting for these exact things! the website I found is http://mattressclassaction.com/Mattress_Class_Action/Home.html
Hopefully this helps!

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Disappoined ... Cerritos Marge
Cerritos, US
Jul 13, 2013 12:21 am EDT

I purchased a Simmons mattress from Orotho. I tried to have it replaced. The mattress causes my husband, who has had neck surgery, to only be able to sleep on the bed for 4 hours. Most of the time, he has to sleep on the sofa in the livingroom. It is so true, the 10 year warranty with Simmons is a S C A M . They send out an independent contractor who measures the mattress with a string. The padding has to be down 2 inches to be able to be replaced. Two inches is the total height of the pillow top, which will "never" happen. Sears has said there was something wrong with the mattress. Their sales person in Cerritos on Artesia Blvd., said ... No problem, they stand behind their warranty. That's bull ... they play the game ..."Ortho, we can exchange without the manufacturer's permission. Simmons, the warranty has to be handled by Ortho". They are both SCAMS. WARNING ... Don't buy an expensive mattress. I'm sure they are probably all a scam. Purchase a cheap one and if you don't like it. You can afford to buy another one.

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2:03 am EST
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Ortho Mattress Would not let you return

I asked the delivery guy to wait outside while my fiance and I looked over the bed. When I went outside to reject the bed, he had jumped into the truck and ran. I was able to get a hold of him on the phone and he said he had too many deliveries. I immediately called the store and they said that they would send someone the next day. The delivery guys showed up but refused to take the mattress. While I was talking to the store, the delivery guys drove off and the manager at the store hung up on me. They are obviously crooks.

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Hateortho
Granada Hills, US
Dec 28, 2014 5:00 pm EST
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I will never buy ortho again. I bought a mattress about five years ago. Within three years the mattress started sagging pn one side. It's like being in the I love Lucy episode with Fred and Ethel where she has to tie Fred to the side of the bed or he'll fall into the sagginghole. I calcalled the warranty people and was told I had to pay and if they decide it's a problem then they will replace the mattress. If not they keep the money.

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9:11 pm EDT
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Ortho Mattress Sold used box springs

I bought a mattress set from Ortho and I went to pick it up. I just put it in my new apartment and did not inspect it. 3 weeks later I opened it up and the box springs were filthy, had holes in it and the wood is broken. I called the store and they told me that they told me they were selling me a floor model, which they DID not. They told me they would reoplace if I brought it back. I don' t have a truck and had to pay to deliver it once. I am not paying again to get them to replace the piece of junk they pawned off on me!

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12:20 am EST
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Ortho Mattress Defective box spring

Bought mattress & box spring from Ortho. It was delivered and set up on a bed frame we have used for years. Within a couple of days it began to sag. After a week of use, sag extreme and getting worse, making cracking noises during the night. Looked under the bed and found broken and disconnected wood with exposed nails in box spring. Visited store immediately. Initially told the box spring could be replaced in about 3 weeks. Said I didn't think the box spring could hold up. Was told a new box spring could be delivered 2 days hence but I would receive notification the afternoon before of a 4-hour delivery window. Received call late the day before of a time between 5 & 9 PM. I told them I could be available between 8 AM and 5 PM, but not after. Next available delivery dates 2nd & 3rd days later, but no time could be specified. Company refused to make any accommodation despite the fact that their product was faulty and potentially dangerous. Other details are available but that is the essence of it.

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SusanOwenby
Bellflower, US
Jan 16, 2014 1:53 pm EST

Ortho Mattress delivered a Rotted box springs.It looks yellow, like its real old or used.I've slept 2hrs since August on it.They wouldn't exchange it.The top is also defective.Its not at all like the bed I tested in showroom, its different.I never dreamed I was going to have a problem.I trusted Ortho.The salesman was talking about returns, before I was done buying it.My mom and I are disabled.We needed a good Mattress.This is a awful company they would not help me! I'm still without a bed and out $600.00.

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2:23 pm EST
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Ortho Mattress Shoddy product

I purchased this mattress in April of this year, and in the last 3 months it has begun to wear out, by which I mean squeaky springs, lumps, and a growing depression in the middle of the bed. The "warranty" states that you have to pay a $58 inspection fee for someone to come out to your house and agree that you mattress has a depression, then shell out another $119 for a replacement. Some warranty. When I called the store, the salesperson was very rude and tried to argue with me about whether the mattress was doing what I said. Unbelievable. I will NEVER be going back there.

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12:43 pm EST
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Ortho Mattress Defective Mattress

This complaint is in regards to Ortho's Warranty replacement program. We purchased our mattress on 8/12/08 and have had problems with the sagging mattress causing restless nights & relentless back pain. We notified Ortho Mattress whom sent a independent mattress inspection company formally known as "Integrated Bedding Group" 2060 E. Locust St. suite A, Ontario Ca. 91761, [protected]. They came out completed an incomplete/improper inspection of the mattress & reported back to Ortho that the mattress firmness was consistant. The test performed were not relative to a person sleeping on a bed!
I believe this complaint should be aimed at Integrated Bedding Group as well who conducted a fraudulent inspection.
They conduct such tests to avoid payouts to various mattress companies who utilize them for their warranty services!

However we the consumers do have some recourse by taking action against these deceptive companies by going to the "Federal Trade Commission" the Bureau of Consumer Protection. Their you can go online and file a complaint under the Consumer Protection Tab and by submitting your complaints our voices will be heard in putting such fraudulent companies out of business only after settling our warranty complaints!
Here is their link;
http://www.ftc.gov/bcp/index.shtml
or you can fight back with David Horowitz;
http://www.fightback.com/

Good luck to us all the "consumer protection league",
Rene P

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CaliOC
RSM, US
Nov 10, 2011 9:48 pm EST
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Precise Mattress Inspection, Not such a dream job or company to work for.

Integrity, no, customer service, no... What I got when I worked for them was harrassment and threates.
I quit this job because I recieved threats if I would not be partial to certain clients over others.

On several occations I was told to approve a mattress for replacement (refrerred to as a defect) for a customer who's mattress was not really defected, but because the customer was friends with the owners or other managment or owners of mattress stores or someone in manufacturing, they foreced inspectors to lie on inspection forms, if we asked questions we could lose our jobs.

On other occations, the owners woudl falsify their own inspection forms for the same reasons, and on at least two occations one of the owners would indicate they were in a city and state doing an inspection, but have the same date of another inspection in another city and state.

On several occations I found the owners inspection reports to be misleading and not in accordance with their own training of inspectors. Poor quality photos, unable to tell if mattress was truely defective or not.

On at least one occation inspectors were forced to not find defects after a certain quota otherwise we would have to pay for the mattresses out of our own pockets.

Still yet, I was told I would be working in a certain geographical area and later was told I had to drive hundreds of miles to do one inspection, costing me wear and tear on my vehicle and gas out of pocket, and they owners would get angry if you spent to much on gas and only give you a gas card which sometimes worked. Other cost we had to pay out of our pockets.

All in all I had to quit this job because of the threats and false claims they forced employees to make on reports and favortism they played. Not exactly integrity and service and deffinatley NOT a Dream Job.

The mattress inspection company get's paid for each inpsection, along the lines of $25.00 per inspection. Do the math, Each inspector, gets an average of 5-6 per day and they have 10-15 inspectors working in different states. I was told by the owners regardless of defect found. The more inspections and repeat inspections the more the comapny makes, we were threatened to have quotas also, I think they made bonuses if they kept the returned mattresses to a certain number or why elese would they threaten employees they'd have to pay for the mattress if it was found to be not a defect by the MFR.

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Recovery
, US
Jul 14, 2010 1:04 am EDT

That guy Bruce is right on target...

DreamlandMattress
DreamlandMattress
Covina, US
Jan 27, 2010 3:48 pm EST

Mattress inspection is a tricky thing to dispute. Most inspection companies are merely following whatever the manufacturers warranty entails.

For example, in order to call a mattress defective due to sagging, the sagging has to be as a result of spring unit failure and not body impressions. It has to be a depression at the time of examination of greater than 1 1/2".

When you are laying on the bed that impression may be much more...2-3" inches. But once you aren't on the mattress...normal re-inflation of the foam is going to occur. The chances of the "sag" being more than an 1 1/2" is going to be very slim...UNLESS there IS problems with the spring unit. It is highly likely that the mattress ISN'T covered under warranty for body impressions and is ONLY covered for spring unit issues.

Does that suck? YES IT DOES. But it doesn't necessarily indicate an issue with the inspector, it is more likely the manufacturers wording of the warranty that prohibits you getting service.

In your case you said that the inspector said: "that the mattress firmness was consistent". That is almost assuredly due to the fact that the body impression was less than 1 1/2" inches. You are correct though that the test was not done relative to someone being ON the mattress. The trouble with contesting the company based on that will be that those tests are NEVER done with someone on the bed. That fact alone is going to sink your case. If there IS a spring unit failure causing the sagging...whether you are on the bed or not the dip is likely to be more than 1 1/2". If it is not, they will, and probably rightly so, say it is a body impression that is apparently NOT covered under the Ortho warranty.

If you check out David Horowitz's site at:

http://www.fightback.com/byteback/writebackresults/writebackresults.cfm

You will notice that there are ZERO cases he has done against any mattress companies. Likely due to the fact that if something is spelled out correctly in a warranty and the inspector follows those guidelines, there is nothing to "Fight Back" against.

I actually own a reatail mattress store in Southern California called DreamLand Mattress. I only carry one line that even sends out inspection companies. My vendors will repair or replace based on my recommendations. If I say there's an issue, they will normally just go with that.

Have a great day!

Bruce Burnett
Dreamland Discount Mattress
1007 N. Azusa Ave. Covina Ca, 91722
[protected]
http://dreamlandmattress.wordpress.com

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Ortho Mattress Rotted wood Frame

I purchased a Queen size Box Frame and Mattress on 12/20/08. It was Delivered on a Day that i was at work and only my Daughter was home. When i seen the mattress it looked old. But i didn't think nothing of it thinking it was bad lighting in my room. I put my orthopedic mattress on top of the New mattress and made my bed. After a few months i noticed that the Black lining undernieth the Box Frames was falling off. I took my bed apart and found that the Box springs is only a Wood Frame stapeled together with rotted wood.
I called the Ortho Manufacture and was told that they would check into this and as of today 11/10/09 still have not heard back from them. Now even my Mattress is turning a yellow color. Remind you that i have had a orthpedic mattress on top of the Mattress. I have never slept on the mattress my self

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Ortho Mattress Bad Quality

On November 28, 2008, we purchased three sets of of Sealy Posturepedic, Dante Park Mattresses for a total of $2874.01. During the first three months, the mattresses were firm, however each month thereafter, they became less comfortable with body indentations becoming apparent and quickly turning into hammocks.We bought this to the attention of Ortho, Paid the $58.00 fee for them to send an inspector out, who found the mattresses to be as stated. They agreed to replace the mattresses if we paid $119.00 ea. for their upgrade and a delivery fee. They take no blame for this particular brand, that didn't last three months. The CEO Kenneth Karmin never responded to either of our letters, and since we refused to pay more money they have as much as said either pay for another set of keep what you have. We
could care less. They refuse to acknowledge that this particular brand is defective. We went to another Ortho store and told them what had happened to our mattresses, and without saying what had happened, we were told the Dante Park had hammock indentations, without us ever mentioning hammock. The physical damage is that our backs are killing us everyday after sleeping in a sunken hole everynight.

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Ortho Deciet
, US
Nov 29, 2018 3:48 pm EST
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Ortho Mattress Stores, obviously & knowingly, have been getting away with selling DEFECTIVE MATTRESSES for a long time. Each time I find another complaint against them I see that my issue with a sinking, dipping, lousy mattress after a few months use is the Norm. READ ABOUT ORTHO BEFORE YOU BUY. This company has been operating fraudulently for years. It was once a fine store with integrity; this is no longer the case. We already exchanged our first mattress with another, higher priced mattress last year. A few months later we our again going through the exact same problems with a sagging mattress, body aches and pains, and being stuck with another bad Ortho product in our guest room which we do not and cannot sleep on. Had I known that this company routinely operates in deceptive practices with defective merchandise I would have steered clear of them and their worthless products. We are stuck with this product until an Investigation is complete; which now I am sure there's enough information on numerous sites that will prove my complaint valid.

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D. Macy
Winnetka, US
Jul 20, 2012 10:35 am EDT

I agree 100%. I wish I had read this complaint article before purchasing from Ortho. I too am going through a defective mattress problem. And had called the store 2 weeks after my purchase, and explained that there is a sagging in the center. well, it is 2 months now, 11 phone calls with still no resolve.
As, I told customer service yesterday, (which they took all this time to respond to my complaints) I have no intention in schelping this defective mattress 1 1/2 hours away to trade it in for a new mattress, because they have "approved my warranty return" or even purchasing an upgrade for an additional cost .
I just want my money back, and I will purchase a mattress somewhere else. Because you just don't treat customers with this much disrespect. Again, no response. DO NOT PURCHASE FROM ANY ORTHO STORE! It is mentally straining, and a waste of time and money!

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Ortho Deciet
, US
Dec 02, 2018 1:24 pm EST
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Replying to comment of D. Macy

The Company that does the Mattress Inspections is working in tandem with Ortho and from what I can tell, "Sit and Sleep" They are not certified. I requested t find and use my own Inspectors due to the fiasco the first time around dealing with this Bogus Company...I was told that I could find my own company but they must be certified. There's NO SUCH THING. There is no "Certified Mattress Inspector" companies nor is Integrated Bedding a Certified Company. There's some organizations and Bureaus everyone experiencing issues with these mattress companies need to write in order to STOP to these Fraudulent Practices, and Companies. I'm not sure how to connect to all these people yet, but I'm working on it. They Must Be Stopped!

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Lucia89
Bakersfield, US
Sep 15, 2010 5:26 am EDT

I also wish I had found this site before purchasing a mattress for $1225.00 from Ortho. Besides having poor quality mattresses, they have the worst return policy. They make it almost impossible for customers to return their poor quality mattresses. The mattress I bought was horrible!. It felt like I was sleeping on the floor. PLEASE STAY AWAY FROM ANY ORTHO store. You will waste your money! I should have searched for reviews before walking into one of their store.

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H Hass
Palm Desert, US
Feb 08, 2010 5:22 pm EST

I wish I had found this site before we purchased from Ortho. We purchased a Queen Size mattress and box spring from the LaQuinta store. The mattress was on sale on New Years for $2, 000 and it was rated firm plush. When delivered it was so hard, not comortable like the one in the store so we went back within 2 days to complain. We had to wait in line because there were others there complaining about mattress' not being what they were told. The sales man suggested we try to sleep on it for a few more weeks. This is our second home so it gets slept on one or two nights every week or two. But it never got any better and i started to have back problems. I finally went back and told the sales person this is really bad, he basically said oh well we get this mattress back all the time but you have to pay 20% restocking and the regular price for the mattress you want and yes you have to pay for delivery again! He told me that the mattress they deliver is never like the sample on the floor in the few weeks we had ours he had 3 others sent back. I think Ortho is using the restocking and bait and switch of the floor sample to create a new revenue stream. We should have known better, we had others tell us they were really bad to deal with. Then they set the redelivery told us they would call us and let us know when they could get the new mattress and the delivery guys called from our house - we told them we didn't know you were coming because Ortho is done with us they don't give a damn so nobody called. DON'T BUY FROM ORTH YOU'LL REGREAT IT FOR A LONG TIME AND IT'S A LOT OF MONEY FOR NOTHING. We had a much better experience a few years ago at our primary residence when we had a problem with a guest room mattress that we bought from Macy's they couldn't do enough to make it right and they didn't charge us another $795.00 to make it right!

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RestlessinLA
, US
Dec 22, 2016 11:24 am EST
Replying to comment of H Hass

I only wish I had found this site before I purchased from Ortho. Two weeks ago I purchased a $2800 Ortho brand Avant 12" mattress with an adjustable bed frame. I truly do not think I have the same mattress that I tried out in the store for over 45 minutes, which was much firmer than the model they actually delivered. When the delivery guys arrived it was nearly 9 pm and they were non-communicative with me. They assembled the bed to their liking and did not give me an opportunity to give any input. The bed was assembled at the maximum height of 8", which I didn't realize until they had left. They also added the guard railings at the foot of the bed, which clearly stated on the assembly instructed of the platform to as customer if they want them installed. The railing make it different to secure the bedding each morning.

From the first night I slept in the bed, I felt like I was going to have a nose bleed because I felt too high up from the floor and I literally fell out of the bed onto the floor while making a trip to the rest room. I tossed and turned most the night and woke up with a bad headache, accompanied with muscle soreness. I tried contacting the store in Torrance about the bed being too high, because the one that I tried in the store was certainly not set up as high. The sales rep that assisted told me that I would have to adjust the bed down myself by removing the 3" leg extensions that were screwed into the 5" legs which gave it a total height of 8". Although I stand approximately 5' 10.5" tall, with the mattress and bed support made the bed ridiculously high. So at the suggestion of the sales rep, my husband and I tried to remove the 3" leg cylinders and found that only three of them easily came off. I am not sure why the fourth one was on so tight, but my husband or any other male in our household nor any of our neighbors could help us get it off. I then called the store back and the corporate office for further resolution. The sales rep manager at the store basically told me it was my problem to get the other cylinder off and suggested I go buy an oil filter wrench, because if they had to come back out, it was going to cost $58. I could not believe that after spending so much money on this bed that the sales rep would act so unconcerned about helping us get the matter resolved.

We took the entire leg off the bed and took it into a local auto supply store, where one of the guys there courteously removed the extension off with one of the oil filter wrenches at no charge. It took him and two other guys to hold the leg while he struggled to remove the 3" portion of the leg. The auto rep said it seemed like it had been over-tightened on purpose, especially when I mentioned how easy the other ones came a loose. I guess the delivery men showed me a thing or two for calling in to their where house earlier that day to find out why they were running so late on my delivery time.

Needless to say, it has now only been a few weeks and I am definitely not satisfied with my purchase. The firmness already seems to be wearing off and I am already starting to wake up feeling almost as tired again as I did with my old mattress set. I feel that I am stuck as indicated when I called l the store manager and their headquarters with minor issues that never got properly addressed. Their policy locks you in without many options of relief once they bring the mattress out to your home. After viewing these complaints and further reading of their return policy, the customer will either deal with it or end up paying more fees to possibly get a replacement. Bottom line is I wish I had purchased my mattress from somewhere else that is going to stand behind their products and service.

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Jmes
Altadena, US
Dec 01, 2009 2:05 pm EST

I wish I would have read the above before I bought at Ortho. I also bought a Dante Park mattress, which has performed EXACTLY as the previous poster described. To say I feel like I was taken is an enormous understatement at this point. I was not aware of the "warranty's" $58 inspection fee nor the $119 replacement fee when I purchased the mattress, of course I wasn't expecting it to turn into a hammock less than a year after I purchased it. I was going to write good ol' CEO Ken Karmin also, but after reading the above I guess I won't bother. What a [censored]bag.

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Ortho Mattress Scammers

I purchased a Simmons mattress in May 2008 from Ortho Mattress Co. After approximately 1 year the mattress, which cost over $1000, began to sag in several areas. It is like sleeping in a valley. You can't get comfortable sleeping on the mattress unless you position yourself in the area where the mattress sags. I called to complain to Ortho. I filled out the required forms and sent in a fee of $58.00. Ortho sent out an "unbiased, objective" outside company to inspect the mattress. The inspection company determined that the mattress was only sagging 1 inch. The inspection process appears to be heavily biased against the consumer. I believe that unless the mattress looks like it was runover by MAC truck they will determine that the mattress is defective. The mattress can sag up to 1.5 inches before Ortho will replace the mattress.

I have also filed a complaint with the Better Business Bureau (BBB). The BBB gives Ortho Mattress Co an F rating. According to the BBB there are 80 complaints on file; Ortho has only answered 4 complaints.

I believe that the mattress business is one step BELOW the used car business. Do yourself a favor and do not buy from ortho and avoid Simmons mattresses. Simmons recently filed for bankruptcy, which is not a surprise.

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jvbush1017
Murrieta, US
Sep 16, 2011 6:48 pm EDT

Same thing happened to us! HUGE bump in the middle of our bed and deep sinking on the sides where we sleep. We even rotated as recommended for the first 60 days so this wouldn't happen. Terrible product, horrible service.

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Ortho Mattress Awful company

Earlier this year we moved to a new place. We wanted to get a new mattress as the old one was not comfortable anymore. So me and my husband went to Ortho Mattress to get a new one. We had the worst experience there from the moment we entered all we got from them was lies. We bought a mattress which cost us $1500. When it was delivered we noticed that there was a big dent in the center. E called them and complained.

Well it took them two months to send some one to get it checked. It was so uncomfortable I don't want to recollect how we managed those two months. When the guy came to check it he told us that it was defective. He left and told us to contact support. I did and then again it took them weeks to send us another one. Well nothing changed the mattress which we got was no good in fact it was worse than the previous one. We were really pissed-off now. Couldn't they send a new mattress with no defect? We did not want a refund only what we ordered for but that was to hard for them. It is the worst company I have ever dealt with in my entire life.

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SKMol
Burbank, US
Jan 10, 2014 5:24 pm EST
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I bought a new mattress and the adjustable base this summer. I am just over 5 feet tall. I asked them to wait because I was having the floors redone. I called every 2-3 days to make sure They knew that i still wanted it. When I then called to ask them to deliver it, the very rude store manager told they had sold it because they thought I did not want it. I talked to him ever time I called. In spite of the large signs all over the store about same day delivery, he rudely told me they had to make a new mattress and it would take a week. It was a beauty rest. When they finally delivered it after 8:00 pm they complained that it was soo heavy. They refused to attach it to my headboard as promised and when I pointed out how high it was they said they only delivered the merchandise. It is at mid hip. I am 69 yrs old and have arthritis in my hip. All things which I had discussed with the store manager hen I ought it. I paid cash. This was at the Burbank store. Dozens of my calls have been ignored.

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AmBROOKS
Gardena, US
Dec 09, 2010 6:21 pm EST

MATTRESS IS NOT THE SAME ONE THAT I TRIED OUT IN THE STORE...THIS COMPANY SUCKS ...ORTHO STORE IN TORRENCE..

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Ortho Mattress Ortho Mattress won't honor comfort warranty

Ortho Mattress - www.orthomattress.com

We purchased an expensive mattress from Ortho only to have to replace it a year later because it was defective. They exchanged it and the mattress they replaced it with is not as comfortable as the one we had. We called within the required warranty period to have it replaced on a comfort claim. The gave us the run around for over a month and finally my husband talked to Terry who made an offer. He was upset and told he would call back to let her know. She said okay, and when he called back she refused to honor the offer she had made. Now they won't even discuss the issue. They just say we don't do comfort exchanges for this issue.

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Kimberly D M
, US
Feb 19, 2020 5:26 pm EST
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I have been completely given a bogus denial on the warranty that states 10 years. I have only had mine for 4 years, in a guest room, the mattress, boxspring and frame purchased and installed by Ortho. After telling me it was stained (it is in perfect condition), then saying they were sorry and agree the pictures show no stains, they said maybe I had kids or pets(have had zero of either), then said it had a bent frame and I should have inspected it and replace some it after a year so that nullified 5he warranty, then said something must have happened in my house because the wood of the boxspring was broken in the middle, directly under the slump (my assumption is because the mattress is slumping 2 3/8”!), then finally said the actual reason they were denying the warranty is because I had removed one of the tags from the bed. What a scam of a warranty. NEVER AGAIN. ORTHO WARRANTY IS A SCAM.

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sleeplessnont
Ontario, US
Sep 11, 2013 11:36 pm EDT
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My husband and I purchased an Ortho Mattress Avant 10 Queen Mattress from the Ontario, CA store. When we were in the store my husband laid down on the bed for a long time. I talked to Todd about what deal he could get us on the box spring, rails, mattress cover and mattress. I told him I didn't care for the pillows. From a Labor Day sale price of $1799, he brought it down to $1500. He said he would throw in the box spring, rails, and mattress cover for free. My husband and I accepted. My husband told us that he really liked the pillows and asked how much they were. Todd started at like $90 and my husband worked him down to $60. We signed the invoice. My husband asked for his pillows. Todd handed him some new pillow in a bag. My husband said he wanted to check them out. As soon as he touched them he said they were different. He took them out and asked Todd to compair. Todd said they were the same. My husband insisted that they weren't Todd said it is the same. My husband said he no longer wanted them. Todd said he could take the floor model pillows. The day after I noticed an add that said, Ortho Mattress Labor Day sale: no tax or free pillows. We were charged both Tax and for the pillows. On the day of delivery my husband touched the mattress and told the delivery guys that this was not the same mattress that he laid in at the store. The delivery guys told him that he needed to contact the store, but that it was usually for it to feel different at first. We laid in it for a week and couldn't sleep any night. We kept on waiking up. Got up feeling soare and tired every night. We walked into the store to complain. Todd told us not to worry that he would call me on Monday after speaking with customer service. No call on Moday. I called customer service and was given the run around. Told I was gonna be charged this and that. I am trying to schedule for a mattress inspector to come into my home and inspect the mattress and the one in the store. Any advice?

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Diana Greenberg
GARDEN GROVE, US
Nov 13, 2010 11:56 pm EST
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See comment above

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Diana Greenberg
GARDEN GROVE, US
Nov 13, 2010 11:55 pm EST
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I have the same experience; I bought 2 mattresses from ortho mattress and paid $2348.98 with tax. One was a Full size that was firm and their cheapest for 459.99 but this was just going to my spare bedroom. The one we sleep in was 1699.99 and it was an M-900 Ortho Tempered Visco Matt-Queen. What was delivered was a Model 085; prototype ID:91 Visco Elastic Polyurethene Foam Pad 66%; the salesperson states it was the same mattress. I have many sleepless nights since we change to this mattress. We have called them multiple times and they claimed that there is a break in time up to three months and it has been 3 months now and it was still the same. My latest communication with them was this week and they stated that I need to pay an additional 399.99 dollars for a comfort exchange which I told them no way. I ask for their manager or president and this person said that she cannot give it to me. I told them that they are giving the run around and will find a way to expose them.

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Kimberly D M
, US
Feb 19, 2020 5:28 pm EST
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Ortho warranty is a scam. They gave me so many reasons they would not honor it and when they realized I was not going to accept the bogus claims of blaming me, they said I had nullified the warranty by removing one of the tags on the mattress. BOGUS WARRANTY.

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m collazo
,
Aug 12, 2008 10:52 am EDT

Recently I ran into a jam about furnishing for my child about to begin college. At the last moment we needed to accquire bedding for his new college dorm. Since I can remember my parents and now my family have accquire Ortho Mattress and have been so satsified.

I went to your La Cienga and Melrose location and accquire bedding costing near $900.00. I firmly requested that the bed be delivered on Monday, before noon, I was assured this would happen. Monday came and the delivery people explained that was not possible. My son, has since began a sporting camp with his university and is not able to recieve the bedding. I entered the store on Monday and explained the situation. I told your associate that he would come into the store when he returns and accquire another bed of his choice when he returns. I was told that the money would be returned to my card in 10 - 15 minutes. I requested a fax copy of this efforts and was shooed from the store at that time, promisingit would come. Later that day, when it did not arrive, I contacted the phone by telephone and requested the status of the return and fax. I was then told that what i was promised would not happen and it would take 10 - 15 business days for this transaction to be credited to my account. This really sucks. I am aware of returns to credit cards, and the standard is 5 days. I was so alarmed by the dishonest practice that i have contacted my credit card company to dispute the charges. I have alerted the BBB, and contacted my family and asked them to take this information in hand when considering a purchase location. I would like to think this is one associate with bad information and a lack of customer service efforts. I have sent a copy of this email to your CEO. I would like a response and how you intend to make this right. My son is without a bed and wanted to return to this location on Thursday. You policy have made this impossible.

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