The Original Mattress Factory

Sales person help put mattress in my car.

unknown

I went to Original Mattress Factory to purchase a basic mattress and box spring for my son who was moving to Madison WI. The salesman showed me three models in my price range and explained the differences. I selected the middle model and the only suggested up-selling by the salesman was that I buy a split box spring for the queen mattress, which turn out to make moving it myself much easier and was well worth the extra $50. The mattress and box spring was in stock in the store and salesman even help load it into my moving van. Total transaction time was 15 minutes.

All the mattresses are made in one place and they just have sales offices where one can go in and lie down on the mattresses and order the one, one wants or have them custom built. I have referred them to other people who have been very impressed with not only the price but also the quality of the product. They even have the thing where one register with them online and they send an email reminding one on when to flip the mattress and which way to flip it. That is very clever customer services; very sharp.

The salesperson at the store was helpful givig me the advice I needed to select the appropriate mattress. The delivery was prompt and on time. The delivery drivers when asked to use "footies" did. They removed the old mattresses and put the new ones in place. On the way down the stairs with the old mattress, one of the delivermen dropped the mattress against the stair bannister, resulting inloosening the newel post and spindals. I noted the issue on their paper work and made a copy for me. Called the store and they referred me to another store manager (Bechen). I explained the issue and he agreed to pay for the repair. I got an estimate and he approved repair. The repair was done for $225.00. I faxed him the invoice and in less than a week i had a check. Mr.Bechen was wonderful to work with and and was quick to respond to my issue. I would definitely use Original Mattress Factory in the future. My only recommendation would be to better train delivery staff in customer service skills. both deliverymen where somber, not friendly, and the one deliveryman who dropped the mattress against the bannister denied it to me and the Manager. I was a witness to the situation and heard the cracking of the bannister as it loosened.

I purchased a mattress and with the suggestion of the salesman, he informed that many people have a wooden bed frame. The box spring fitting correctly and they would not allow me to return it. I had to purchase a new one in the amount of $160. I notified corporate, BBB, and sent evaluations. All I received was a photocopy of the return policy.