Ortho Mattress won't honor comfort warranty

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.

Comment On This

I called the Ortho Mattress Store in Victorville where we purchased our mattress about 4 years ago because it has been very uncomfortable to sleep on for about a year and we checked our warranty and it is suppose to be good for 10 yrs. The sales rep had me fax them a copy of my receipt and said that someone would be out within 10 business day to inspect the mattress. Well within 7 days I received a letter from Ortho asking for $50.00 in advance for an inspector to come out and evaluate our claim. They included instructions for us to photograph the sagging mattress. My children purchased a mattress from Sears and they had problems with their mattress and it was inspected and replaced. I think this $50.00 charge is to discourage people from following through on their complaints and then getting no satisfaction anyway. We decided to purchase a less expensive mattress to replace this one and when it wears out in a couple of years, just buy another new one, but not from Ortho!