Complaint RE:Ortho Mattress

Hi,

I sent the attached and/or following e-mail to Ortho Mattress Co. in

Cerritos, CA because of what a horrible job they did to just replace a

defective mattress that I had just bought from them. After sending this

e-mail I still today have not heard a single word regarding my letter NOR

have I received a copy of their warranty policies. My experience was so

awful that I feel it is necessary to put in the effort and complain about

this poorly run company and let as many people know about how truly horrible

they are. I hope this encourages everyone to buy their mattress from

someplace else.

Thank you for your time on this matter, it is greatly appreciated.

Sincere Regards,

Hali Milner

Attached: Ortho Complaint - MS Word File

4 April 2006

To Whom it May Concern:

As a customer of Ortho Mattress I am outraged.

When I bought my mattress from the Granada Hills, CA location, aside from an

invoice, there was no paperwork to come with it. It was, a wonderful bed,

with free delivery. When my cloud a.k.a. the bed began to dip in the center

a couple months ago I phoned the store and a gentleman employee told me

someone would be out within the week to come over and replace it.

Three days later I received a letter.

This letter was from, apparently, the Ortho Mattress warehouse located in

Cerritos, CA. I read the forms inside that insisted I draw and describe the

issues I am having with the mattress. Even though I was expecting a phone

call to arrange a mattress swap, I read and filled out the form and in the

fine print it said that I had to pay the fifty dollars for transportation,

so I sent the filled out forms but not the money. Without a phone call from

anyone a month later I phoned Judy in the complaint section who could not

seem to find any of my information.

I told her I would give her any info she wanted if we could just set this up

already, the mattress is causing me great discomfort. She did not make any

attempt to ask me if I had a copy of the warranty, if I ever had a copy of

it, or if I would like one now seeing has to how important it would be when

situations like this erupt. I, at the time, did not realize how important it

would have been to have one so I asked for her to mail me one.

No warranty was ever sent to me.

Over the course of about two weeks, every time Judy and I spoke or I

received a message from her she was asking for something new and saying that

she could not process this request until she had the information. I asked

for the warranty again and the question was disregarded in the conversation.

I continued to give her all the information, including the fifty dollars. I

sent in the fifty dollars to her at the warehouse because she, Judy, yelled

at me that if I read my warranty

I would know that it is necessary to get an inspector at my house. Like I

said before, she made no attempt to inform me of anything, only harassed me

about the fact that if I had it in the first place I basically would

understand why I owe Ortho Mattress money for a defective item I bought from

you. So now the information has come out that she is sending an inspector

to my house and then MAYBE you will replace my HORRIBLE mattress that is

causing me daily pain and discomfort.

About a week later the inspector came and left in about ten minutes and told

me I would hear from someone within five to ten days about whether or not my

mattress would be replaced. Within about five or six days I received a

message from Judy saying my mattress would be replaced, my fifty dollars

would be sent back to me and we should schedule a time for my mattress to be

switched out. Eventually I got a hold of Judy and she told me that to

schedule a time for this it would be at least a week before the people are

available to come and handle this, even though things like this are very

uncommon for their beds. Judy also told me that even though the envelope for

the fifty dollars was sealed she would go out of her way to mail me a

warranty. I still have not received that! If this is all so uncommon, then

why is it going to take so long for me to get my new mattress?

Because of the extreme schedule for the people switching mattress’ all day

long, I could not schedule my time around the movers for another week after

that, so now I had to wait two more weeks for a mattress that I had not even

been sleeping on for quite some time now. Once we made the scheduling time,

THEN Judy told me that by the way, when they get to your house you owe them

ninety dollars in cash. They will not accept checks. This sounds fake,

ridiculous and unnecessary for something that I have already paid for! I

told her that I felt that way and Judy told me that I live really far from

the warehouse so it only seems fair. Excuse me, but I bought this mattress

from a store down the street from my residence with free delivery and there

was no complaining then. Also, it is not my job to pay your employees!

The men came to switch my mattress on Tuesday, March 28th to switch out a

new one with my defective one. I have no comment towards my new bed because

it has only just arrived. What I would like is to get my money back, for

the C.O.D. on the new mattress, from the company, Ortho Mattress.

If that is not compliable, then I hope that this letter shows just how

flabbergasted I am with this company and why I plan on telling everyone I

know how horrific your customer service is and to never buy a mattress from

your company. I will also be telling consumer reports.

I look forward to hearing from you soon.

Regards,

Hali Milner

Comment On This

This is a comment on my post below that resulted in winning two small claims court cases against Ortho. Someone emailed me asking if I won by default or if someone showed to represent Ortho. The answer is both. I originally sued for just the "foundation" or "boxspring", but subsequently sued them for the mattress too (see my complaint below). In the first case Ortho had a company employee represent them; he was a regional manager and was actually a very nice guy. Too bad Ortho's corporate headquarters did not employ the same. I won that case. The 2nd case I also won (the same Ortho employee showed), however Ortho appealed the decision so I had to appear a third time. As I suspected, nobody showed for the appeal, therefor the original judgement became final. To whomever replied to me, if you need additional help, email me again, but please provide an email or phone number.

Comment On This

I too bought a mattress from Ortho and had an absolutely horrible experience. Within 12 monthes the foundation started to squeak. I paid $50 to have a 3rd party come and inspect my foundation and mattress. They did determine the foundation to be defective and they also noted a small (very minor) drag mark on the corner of the mattress that happened when Ortho delivered the mattress to my home. I noticed this small drag mark, but it was not very bad and did not bother me. Shortly thereafter, Ortho sent me a letter stating that the foundation was defective (which they agreed to replace and refund the $50 inspection fee), but the warranty on the mattress would now be void because of the drag mark caused by their delivery guys! On top of all of that, they were going to replace the foundation with another model, that was a different color AND size (it was several inches thinner), because they had so many problems with my set they discontinued selling them. I could have bought a "non-matching" set originally (saving several hundred dollars) but I wanted a "matching" set. When I called the customer service department in LA, the service manager was extremely rude, she refused to let me speak to anyone else at the company (such as another manager or the owner). I wrote to the company and never heard back; they were not interested in helping me. Once they get the sale from you, they could care less about whether you are happy or not. To make a long story short, I sued them in Small Claims Court (twice; once for the foundation and another for the mattress) and won them both. I received a complete refund, including all court costs and delivery fees. If you have a reasonable case, go to court. Small Claims is very easy and inexpensive (usually around $50 or less to file and serve the papers). Companies like Ortho are hoping that you will not fight back. If more people do, maybe they will lose enough business and/or court cases to change there attitude.

Comment On This

Dear Hilner,

I now how frustrating it is to go through the process of a warranty issue on a bed. The following is a COMMON PRACTICE NO MATTER WHERE YOU BUY YOUR BED FROM . A) pay for the inspector to inspect your bed. It is a Third party that inspects the bed. If found defective, the company will take care of that for you. B) The process takes time. C) It is COMMON ON ALL MATTRESS MANUFACTURES for the consumer to pay for shipping. for your new mattress. C) Any experience with any company will be frustrating when you are experiencing" daily pain and discomfort" . When your not sleeping a day feels like a week sometimes.

D) Do NOT wait a month So YOU CAN FEEL LIKE A VICTIM?

best regards,

james

Comment On This

BUYER BEWARE DONT BUY FROM THIS COMPANY PLEASE GO BBB IN CA THIS COMPANY GOT F GREADE !