The Organic Mattress Store Inc

Had I read the other review here I would probably not considered The Organic Mattress store, but after looking locally and not finding what we were looking for we drove down to Hellertown (about 40 minutes from the Poconos) to see what it was all about. We were looking to replace our 16 year old king mattress set which we never really liked. Looking first at Raymour and Flanagan no matter what the price or brand they all looked alike. We were concerned about the off-gassing of chemicals from the foam in the mattresses. We went to the Organic Mattress store and looked at all different mattresses there. Most looked like the mattresses we had seen , but were made of organic cotton, wool and real rubber. We were shown around by Leora, one of the owners. My wife was skeptical that any mattress could be worth the very high prices we saw, but there were some that were about the same as the more expensive conventional mattresses we had seen. What really impressed my wife was the Saluna model. The set was over $5,000, but was a truly unique mattress. The king mattress itself was split (not just the foundation), which solved one of our main concerns of how to get it up our stairs without damaging the walls. Also really unique was that the natural rubber pillow top was a separate piece. The perimeter of the mattress was really firm as it was lined with stiff coconut fiber. We actually called and ordered it over the phone the next day after finally deciding this mattress was worth the price. We also ordered a wool mattress pad. Leora warned us that this set would be custom made in Canada so it would take 3 weeks to get it to their warehouse and they would call us to arrange delivery. Two weeks later Dennis called to say the mattress was on the way to their warehouse and we'd be getting a call from their delivery people soon. They called a couple days later and we arranged for a Saturday delivery so my wife could be there. The mattress (as well as the wool pad and two wool pillows that they included) was delivered as promised, they took away the old mattress and our foam mattress topper without any damage to our stairway walls. Finally the mattress itself is fantastic. For the first time in over a decade I wake up without back pain and have less allergy problems. And the mattress topper doesn't get really hot like the memory foam we had before. So we had no problems with the service as everything went exactly as they told us and the product itself, while very expensive, was exactly what we wanted/needed. We couldn't be happier.

This is the first negative report I have given on Angie's List and honestly it takes a lot to get me to write one. I was moving into a new house and had always wanted to buy organic beds and began shopping around. I was more taken with the friendliness of The Happy Planet, on the phone, out of San Francisco, but being a Pennsylvanian I really wanted to buy from Pennsylvania. The initial experience was fine at the showroom, as there an there (who may be a co-owner I am not sure I believe her name is Lee) was nice enough. Since my purchase was over 10,000.00 she provided me with a 10% discount, which she said was standard when someone is purchasing that much and also standard throw ins such as pillows which were certainly appreciated. The problems began right away, when the delivery people did not show up to deliver the first bed, even though I had confirmed the time with them the afternoon of delivery. So I sat in the driveway listening to XM radio for an hour on a Friday evening (there was nothing in the house at that point) and they never showed or called. I was curious to see if or someone would call, and it was not until late Monday afternoon that someone called and apologized, without explaining. In a moment of "you have to pick your fights" in life, I let it go, and accepted the apology. Another delivery time was set up and it was delivered without incident. The second bed had to be made in Canada and it took a while longer, which was fine. Lee (who may be the co-owner) was nice in setting up the deliveries, including helping me in getting a short term delivery around the 4th of July as I was going to have company. However, the legs were missing from the bed and the delivery people were unable to set it up. This was frustrating but Lee did cooperate in getting the delivery people to come back with the legs and it was set up. Again, I did not make a big deal out of the problem, as problems sometimes happen, though I was a bit annoyed. The real problem came in with the bed, which had to be made by the Amish and so took a while (longer than I was told it would take but again not enough to make a big deal out of it as I had two working beds). When the delivery people came with the bed, I went out to meet them and I immediately saw that this was a yellowish maple bed. I had picked out a cherry bed in the showroom and so was absolutely certain that is what i ordered. The delivery people got a male owner on the phone, and I heard him say that "the amish sometimes make mistakes" to the delivery guy gave the phone to me). I then expected of course that he would apologize profusely and took the phone. Much to my surprise, the owner then proceeded to tell me that I had ordered that bed, and that a cherry bed looks like maple. I am not exaggerating. It was obvious from the tone of voice that he was annoyed with me, and even angry. There is no doubt he was very rude from the get go. I proceeded to tell him that I had ordered a cherry bed, and that I had picked the actual bed in the showroom. I also told him that cherry is not maple, and that it was insulting my intelligence to suggest that they were the same. He continued to argue that I had ordered that bed. When I would not yield on the issue, he said in very gruff and rude tone that they would give me a refund, and to give the phone back to the delivery people. He also said "and we would be done with you." I was appalled by his tone of voice and general treatment and told him so, finally referring to him as a "jerk." When I told him that i would speak to the owner the next day (at that time I did not realize he was an owner or the co- owner) he said in an emphatic voice, "I am the owner!). When i told him this was no way to treat a customer, and that he should try to make things right, he said "to make things right would take two months as another bed would be made." At that point I realized that I had no recourse at the time other than to take the refund. I gave the phone to the delivery guy, went inside and sent an email to the website email, indicating that I was appalled by the treatment I received, and indicating further that I was accepting the offer to get a refund. I also indicated that I would do all I could to advise other potential customers of the perils of dealing with this company. I also indicated that I would feel the same if I had spent $100, but the fact that I had spent over $10,000 made the situation all the more troubling. Though I did receive the refund promptly, I never received a response to my email and never received an apology. I did receive a voice mail from the delivery people the next day, and the person indicated they had the "right" bed in the warehouse if I still wanted it. Of course, I was well aware that the "right bed," as the owner had maintained, had not been delivered to me the day before. I am appalled by the manner I was treated by this Company and I advise others seeking an organic mattress to check out the one in Doylestown PA (Your Organic Bedroom) or the Happy Planet online or in person in San Francisco. It is shocking to think in this economy that a high end mattress store would even think of being slightest bit rude to a customer who is spending $10,000 plus. But this owner perhaps is one of those people who simply can't bring himself to understand that.