The Original Mattress Factory
Cleveland,#2REBUTTAL Owner of company
Fri, March 29, 2013
We are very sorry to hear that you are unhappy with your mattress, but this is a biased review. At The Original Mattress Factory, we build quality products and we stand behind both these products and our product warranty. This warranty stipulates that we will take care of any defects or errors in workmanship, but clearly states that your warranty is void if your mattress has been stained or abused in any way.
According to our records, you originally called to report that the tape edge was coming off on your mattress. In addition, you said that the mattress was uncomfortable and thought it might be defective. We sent our customer service representative out to your home to inspect the mattress and he said that he could bring it back into the factory for repair as long as it was in a sanitary condition. As it turns out, your mattress was not in a sanitary condition and therefore we could not bring it back in. Please note that we have this stipulation for the protection of our employees. In addition, we simply cannot bring a soiled product back into our factory or put it on our machines.
When you later spoke with Matt, who is one of the owners in Maplewood, you informed him that the real issue was one of comfort. Since your warranty is void (as noted above) and you are well beyond our one year Comfort Policy, there is really very little that we can do to help you. However, Matt offered to give you a one inch topper to place on your mattress in an attempt to soften it up a bit and hopefully make you feel more comfortable. Since you did not want to accept this piece of foam, there is unfortunately nothing else that we can do to help you. If comfort is the issue, however, I would recommend trying a thicker piece of foam. There are a variety of types and thicknesses available at a number of stores today and perhaps one might help. Again, we are sorry that you are unhappy, but there is nothing more that we can do in this situation given the fact that your warranty is void.