Ortho Mattress - Culver City

Their customer service was horrible and awful. It was the worst experience I’ve ever had. The salesman was very nice. They had a mattress that was perfect, it wasn’t too hard or too soft. We had gone to 3 stores and we had done that the Saturday before. We came back the following Saturday and then we went ahead and made the purchase. The salesman said that if we had any problems, if there’s anything that’s not right with the mattress, we could call him and let him know and they could swap it out. I got the mattress delivered and it’s hard as a rock. My daughter cannot sleep on it. She slept on it for 2 nights and she had a really bad backache. I called them back immediately that Monday. I spoke to the salesman, Dan, and he was really nice. He told me to take a picture of the tag because I told them that it has to be the wrong mattress. I noticed that the design of the pillow top was different from the one that was delivered to us so I assumed that it has got to be a different mattress. I took a picture of the tag and sent it to him through text message. He never called me back. I called back the next day but he wasn’t in the office. I told the person I spoke to that it was not the right mattress. They said that they can’t do anything and that I should call the warranty department. I called the warranty department and they told me I had to keep it for 30 days because the mattress needs to be broken in. I probably bought about 10 mattresses over my lifetime and I never had to break in a mattress. The way it feels in the store is the way it feels when it’s delivered to me. They said that after 30 days and I’m still not happy, then I had to pay $50 for some inspector to come and inspect the mattress if they can do the swap. If they do the swap, I still had to pay for delivery and a restocking fee for the one that I sent back. It is a full blown scam and I wanna take them to Small Claims Court. I left my phone number and requested a phone call and no one bothered to call me. The service was almost like a final sale because if you get it and wanna return it, they wanna charge you 20% to send it back. But they won’t tell you that. That’s a red flag to me and I will never purchase it.