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Ortho Mattress Customer Service Contacts

15300 Valley View Ave.
La Mirada, California
United States - 90638
Mon7:00 AM - 4:00 PM
Tue7:00 AM - 4:00 PM
Wed7:00 AM - 4:00 PM
Thu7:00 AM - 4:00 PM
Fri7:00 AM - 4:00 PM
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Ortho Mattress Complaints & Reviews

Feb 08, 2021

Ortho Mattress — Not honoring 10 warranty. Mattress is defective!

We purchased a Cal King Club Signature IV mattress on 5/5/18. We paid over 1K. Right after 2 years we noticed...

Oct 16, 2020

Ortho Mattress — Mattress

To whom it may concern, My name is Brenda Speciale-Napier, in January 2020, I started looking for a much...

Oct 01, 2020

Ortho Mattress — Faulty mattress

My wife and I Purchased an Ortho mattress Mid January of 2020 We have used this mattress for 9 1/2 Months and...

Mar 01, 2020

Ortho Mattress — ken gituma of ortho/sit n sleep and hostile training.

As a former employee in the mattress world of Los Angeles, take extreme caution who's going to be your retail...

Ortho Mattresswarranty replacement

Was just informed by jillian that she was sorry for the "inconvenience" that they would not honor my warranty and after tracing back all my correspondence with rep. Linda realize that the denial was in place before they even received the report from what is called an "independent" company which I was told I had to pay $60 to inspect my product... It is not an independent inspection is they are the company ortho contracts with. And on top of it, the inspector ripped open the bottom of the boxspring so now my product is in worse condition than before I reported the default.

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    • Updated by Kimberly D M · Feb 19, 2020

      Purchased a good mattress, boxspring and frame from Ortho, had it delivered and set up by Ortho in a guest room with rare use. No children or pets in my home. 4 years into my 10 year warranty, a guest informed me the bed sagged. Informed Ortho and was told I had to pay $60 to have the company they use inspect it. Even though I didn't want to pay to have the warranty stand, I did because i was so sure it was defective and would be replaced. They denied replacement for ALL false reasons and blame placed on me except in the end 1 that was true. I indeed removed the tags on the mattress which voided my warranty even though they first claimed it had a stain but then retracted that after the pictures proved it was in perfect condition, said the frame was bent which I assume if true (cannot even see a bend!) was from he sagging mattress, said the boxspring had a broken piece of wood that is in the exact spot of the sag (which I assume happened from the sagging mattress?), said that and I quote, "Something happened in my home", said this would not happen under normal use and on and on. I agree it would not happen under normal use and my bed has had WAY LESS THAN NORMAL USE which exactly why it is defective. To stand behind a warranty, they state it must sag over 1 1/2", the report I paid $60 for states it says 2 1/8". Was also informed that the frame only has a 1 year warranty and because I did not inspect it after a year, they would not Stand behind the warranty. Was also informed that many people purchase mattresses from elsewhere and try to use the Ortho warranty! My response was that I am sure that happens which is why I keep all receipts, warranty info, etc. this is a complete bogus list of false reasons Ortho is not standing behind their product other than the fact that I removed the tag (what a joke). I probably would not spend my time writing all these reviews except for the fact that Linda and supervisor Jillian both tried through many false claims to blame me and/or my actions for their faulty product. Stains, something happened in my home, I didn't inspect the frame, I didn't rotate the mattress, etc...an don top of it, the inspector ripped open the bottom of the boxspring to take pictures so now I am even worse off because it now has the bottom all hanging down. When I asked Jillian what I should do about the now ruined boxspring she said she had no suggestion...on my 5th review. I do not believe I have ever tried to use a warranty before and I have never written a poor review but, when that made false claims blaming me, I am on fire.

    • Updated by Kimberly D M · Feb 19, 2020

      It is not just an inconvenience, it is a scam and false advertising for a quality product and a warranty they is not usable due to a “removed mattress tag”. The first 5 reasons I was given were stains, lack of support, lack of frame inspection after 1 year, something happened in my home, wouldn’t happen under normal use, frame bent, only sagging 1 1/8” (it is 2 1/8”) are bogus. On Feb. 10th (3 days after inspection) Linda’s email said I could call her to discuss denial so I called to inquire about the “denial” and she said she had the wrong customer. She had not even received the report! Then when I called to discuss it once i received the actual denial, she said it was due to a stain and when I told her to look at the pictures she said she had the wrong customer again. The 1 missing label is a bogus excuse to not stand behind your product and warranty and as I track back all my correspondence I see the denial was always in place. It is not an independent company for inspection when ortho tells me who I have to pay to do an inspection. It is obvious this is the mattress, boxspring and frame purchased form Ortho and the many excuse for a faulty product putting blame on my actions are insulting.

    • Cu
      Customer Service Ortho Feb 19, 2020
      This comment was posted by
      a verified customer
      Verified customer

      Kimberly,
      I am sorry your mattress was not approved by the 3rd party inspection company for a replacement. The inspection company cannot approve a replacement due to the fact that they could not verify the product was an Ortho Mattress product. The reason why the Ortho policy card states PROOF OF PURCHASE AND READABLE LAW LABEL IS REQUIRED FOR ALL WARRANTY CLAIMS, the inspector has to verify the product he is inspecting is the same item from the invoice you submitted for a warranty claim. The inspector was not able to do so. The law tag provides specific information, manufacturer, model, and date of manufacture. Without the law tag information I am unable to replace the mattress. I apologize for the inconvenience.
      Kind Regards,
      Jillian
      Customer Service Manager

      0 Votes

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    Ortho Mattressmattress cooling medium temper pedicure

    I walked in Amon 8/17/2019 and was approached by Stephanie the "store manager" each store has their own store manager apparently which means that they have one soul worker working in that store each and every day. I sat and Kaye's in most of the beds till I figured out what I loved, the bed that I fell in love with was just a bit over 3200, 00 and too costly but Stephanie said I could purchase one of her floor models at her other store and so she showed me what it would look like and feel like so I untrusted my purchase to her because she did it is the exact but last years model.
    After still questioning her for over an hour and spending iver 3-4 hours in the store I made the deal and she opened me up their cc card which I didn't need only for the matress.
    The next day I receive the matress filthy as in black, and it's a firm as in hard which mine was a medium for my bad back and they took my matress and out it in the dirty street with no plastic bag! So they put the new one on my bed and it's gross and hard as rick and old and not even close to the one in the showroom that Stephanie had showed me, so I called Stephanie and she told me to REFUSE the bed! Which I did in the meanwhile they brought me back my 8 month old matress filthy gross with bugs all over it and I can't belive the company will not make good on this whatever to my liking. Now I have a home credit card I can't use, my credit is lowered and I have no mattress and a dirty mattress which I also can't use. In fact the regional director manager called me to make sure I know who he was and was very Kurt with me and said we are done with you and not going to help you out. Well I am not done with them if I have to hire a Pr firm and a lawyer what they have done to Somone who is so sick I am appalled. They Don't care about their clients and I believe in bad karma and there are hundreds of retail matress companies that will take better care of you than them and be honest with their clients. Good luck 🍀

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