Ortho Mattress
Reviews and Complaints

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!

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.

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.

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.

That guy Bruce is right on target...

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

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.

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.

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.

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.

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.

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

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.

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?

See comment above

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.