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July 2024 by Michael Liu
We bought one of their house brand beds (the Westbourne) on sale. It was advertised as plush and felt good in store, but the bed we received was hard as hell. I was literally afraid to go to bed every night fearing the intense pain of waking up.
While the hard bed isn't really the store's fault, their satisfaction guarantee and the exchange experience wasn't great.
Basically, their satisfaction guarantee is that they let you exchange the bed for other models they carry after a 30 day break in up to 100 days after date of purchase. No straight returns.
However, they won't apply any discounts for the new bed you exchange for and they also charge you $100 for delivery on the replacement.
They will explain that they have to write off the bed completely and pay for delivery themselves. These are flat out lies, since a.) they sell the bed to used bed resellers and b.) they have their own trucks and delivery people on staff.
They don't have too many different brands either so you have fewer choices vs other stores - just their house brand, Beautyrest (Simmons-Serta) and Airloome (Spring Air).
We ended exchanging for a more expensive house brand bed called the Landsdowne with a thicker pillow top, and it's been better. Would've been nice if they gave us the Memorial Day discount on it though. And for some reason the regional manager who helped me with the exchange initially wouldn’t deliver my new bed for 3 weeks. After I called back and spoke to another sales guy, they were able to schedule it in 3 days. Makes no sense how they do business, seems to be a bunch of pointless smoke and mirrors.
In the future, I will try out Mattress Central on Sepulveda or Mattress Pros on Washington for hopefully better service. People seem to have better things to say about these other local stores.
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June 2024 by Mary Olson
We love our Ortho Pembridge mattress, so comfortable & we sleep so good!
Richard helped us pick out the perfect fit for us. Richard made the process easy & smooth. The delivery was on time with 2 very nice men. I would highly recommend Ortho for your next mattress. We look forward to going to bed!!! Thank you Ortho!!
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March 2024 by Sinea Hoppe
Mike and Richard were very knowledgeable about their products. We didn’t buy a mattress the first time we went but came back two weeks later. We went around to other mattress stores and they did not have the same products or the great customer service we were searching for. We ended up choosing the Chester plush. So amazing! Plush bed, plush service!
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January 2024 by Janzi G.
Great service from Richard in Culver City on Washington Blvd. I not only wanted a new bed I NEEDED ONE ! He was a great salesman but also knew about body types . Oh yes , I did the $1,000 off I love my new bed , I got medium hard / firm ? Idk but I can't seem to get out of it
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June 2023 by Morgan Michaels
In a current process with Ortho. It’s been 2 years and 1 side of my mattress dipped and got significantly softer. It’s only been 2 years. For reference. It’s just me sleeping in it and I weight $108 lbs.They are sending a third party to check and I have to pay a non refundable of $60. There is no guarantee they will deem it so. Which is concerning whatever the fine print is that says what they consider defective or not. It sounds like it can take up to 3 weeks to even get someone over here. Their system is old and process is a lot. I have to mail a form with check (no credit card) wait up to 10 business days for 3rd party then a bit longer for someone to even come out.I’m already frustrated with their process and regretting going through them.In anycase. I’m hoping for the best and expecting the worst.My mom bought hers at sit n sleep. She had a similar issue twice over there. EXCEPT She didn’t have to pay any money for an inspection . They replaced both. Easy peasy.I’ll update this review with my results. In the meantime. I suggest to consider another company as their policy for testing mattress alone if you have an issue with your mattress will cost you $60 + waiting time with no guarantee. Take a pause & shop around.
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May 2023 by Jerry D.
I have been a client of Ortho Mattress for years and we just bought two more (a VERY FIRM Cal King and a new Queen for my 11 year old son) recently. Their consultive (not pushy) sales style speaks volumes. Their excellent, long-term customer service is something that never goes out of style. This is the kind of company that I LOVE doing business with. Bravo.
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April 2023 by Tee M.
I have purchased several mattresses over the last four decades and this was the most pleasant, honest and expeditious experience ever thanks to RICHARD. I called ahead, told him my budget and asked if I could get a mattress, box spring and frame for that budget, he didn't try to upsell me, he didn't try to convince me I needed to spend more, he simply answered my question - since I had already done a boatload of research and gotten quotes from several other semi-to totally sheisty salespeople, I knew a good price. Even my son, heard Richard and said, "that is the place for me, he was at least honest." We drove over and Richard saw us right away, he had one other client that was flopping onto every mattress in the store :) He quickly but thoroughly processed our order, gave us some advice on the best delivery methods and protection for our mattress and sent us happily on our way. His time was used efficiently and he closed another sale for the company - thank you Richard! Anyone can sell you an inexpensive mattress, you can drive all over town trying to find the best deal - an honest salesperson and a "sale" day is likely the best you'll do give or take $50. Our mattress will be delivered on time and professionally, my son won't have to search around for screws or find time to try to assemble a flimsy frame and he can roll right into his perfectly good for 5 year warrantied bed. Did I say, thanks Richard!
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September 2022 by Zak Harris
Worst service, horrible products and extremely dishonest.Go to another company, this one will leave you upset and feeling scammed.
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July 2022 by Monica S
We went in to look for a mattress for our daughter and Richard helped us find the perfect one for her. He was very knowledgeable and friendly and not at all pushy. A perfect salesman! The mattress was delivered the next day and our daughter loves it. Thanks for the amazing customer service, Richard!
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December 2021 by Denise S.
Just wanted to give a shout Out to Richard. My boyfriend and I went in today to begin mattress shopping. After talking to richard for a bit, I mentioned the last mattress I bought was at sit n sleep, and that it's sagging. He asked how long ago. I told him maybe 6 yrs. He reminded me that I have a 10yr warranty and encouraged me to go find my paper work and get the mattress replaced. I highly recommend this store for their honesty and knowledge. He chose to loose a sale and save me money!--------
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November 2021 by Mary mary
Richard was so nice & human unlike the snobs across the street at Sit & Sleep!! I will be back
Thank you
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June 2021 by Roberta Ellis
Excellent service Excellent products made in America...Can't wait for delivery.
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March 2021 by marla mary
Richard was so nice & human unlike the snobs across the street at Sit & Sleep!! I will be backThank you
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November 2020 by Magan C.
I came in today to buy a mattress. There was one salesperson and he was busy. I had no problem waiting at all. I don't feel that I received the same type of service that the other customers did. He may have assumed I wasn't a "serious" buyer, although I told him specifically what I was looking for and my current issues. I absolutely LOVED the Elgin plush , I waited for him to come over and discuss it and make me offers like he did the other customers. If he would have, I would have purchased today, had I received some basic Customer service. I ended up at another store, buying a mattress for the same price. Treat everyone the same.
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November 2020 by Iyashema Redd, LMFT
I would like to say thank you to Larry for such professional service and support. Larry was extremely helpful with quality products and was aware of how each product would suit the needs of me and my family. He was patient while we made up our minds and had plenty of entertaining conversations to address the situation. His joyful sprint and professionalism is why I always come back to Ortho Mattress. Thank you Larry for all of your help! We are sleeping in comfort!
