Theresa M.'s review of Ortho Mattress, Inc.

Ortho Mattress, Inc.

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Complaint Posted 9/2/2021
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Defective mattress
I have purchased a mattress from Ortho mattress
in 2013 with 10 years warranty. In 2015, the mattress started to pulge up and had lumps on each side.

contacted Ortho mattress and paid $60 for inspection fee. They had agreed to replace my mattress and I paid $99 delivery fee. The mattress they gave me was cheaper than the mattress I have originally purchased. The 10 yrs warranty still applies to the new mattress

About April 2021, the replacement mattress started to have bumps on each side of the mattress, even after turning the mattress frequently

contacted Ortho Mattress customer service, paid $60 again for inspection fee. Received a denial letter. Contacted Ortho Mattress Rep, Linda (she is the only one working there and she is very rude), she indicated because of the stains, the claim is denied. I have advised her that she is getting my claim mixed up with another customer's claim because I have no stains on the mattress and I use mattress cover all the time

Note: on the inspection report, "No Stains".

Linds agreed to replace the mattress. Delivery was scheduled on the 18th of August and no one called me regarding delivery. Called Linda many times with no response

Meanwhile I continue to sleep on a defective mattress (mattress with lumps) and that caused more body aches and lack of sleep

I have emailed Ortho Mattress VP, David Fleischman with no response. I have emailed him again (8/25/2021) and have not heard back . I have also sent him photos of the mattress

Ortho Mattress delivery person called to schedule the delivery yesterday (8/26/2021). The delivery person saw the mattress and said "1, 2, 3" and kept pointing to the mattress, he did not speak good English. He than took the replacement mattress which I waited for over 2.5 months and left. Called customer service and left a message

on 8/26 Linda returned my call and said sorry we can't replace the mattress because of stains in a very rude voice

I have emailed her pictures of the mattress and no stains on the mattress

On 9/2 I have emailed Ortho Mattress customer service and received a reply from Leticia, supervisor. I replied back to her and was relieved that I don't have to deal with rude Linda anymore. On 9/3, I received a call from Linda. I asked her to please connect me with Leticia (her supervisor). Per Linda, Leticia is out until the end of the year and that she is using her email to reply back to consumer's complaints. She also use other co-workers email and pretend to to them. To use someone's identity is Fraud and misleading to consumers

I am asking for a full refund of the first mattress plus the inspection Fees and delivery fees and I will purchase mattress elsewhere. I don't want to deal with Ortho Mattress especially Linda. They are playing games, which is not acceptable.
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Hours   10am-8pm at select locations. Call your neighborhood store for details. Phone   (888) 499-6784 Address   15300 Valley View Blvd.
La Mirada, CA 90638
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