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January 2024 by Frank Finding
There are much better Ortho locations to choose if you want proper service. Had a very frustrating time with this store. The salesman steered us to only one brand and didn't really help us figure out the right mattress, basically just said go with the one that feels right. Their 100% guarantee was a big plus which helped us choose the store. He did say to qualify you needed the full mattress protector, which was about $180, and turns out is not required (confirmed with another store).Mattress came and it was not the same as what we experienced in the store. Went in to discuss and he was very indifferent, quite rude (would rather be watching soccer on his phone) and made us feel stupid about our purchase...after all it takes a long time for an expensive mattress to break in...which was not mentioned when bought.We ended up at Ortho Santa Monica and had an amazingly more positive experience. The rep spent a lot of time with us, asked questions, narrowed down beds and helped us find the right fit. He also did the exchange so we didn't have to deal with the original store. And bonus was that he was truthful with us and not sleezy. In fact he told us how the pricing works on exchanges and you can't get a salesperson discount on the return but we could wait for a sale and promised to call in a few weeks when it would be on. Guess what? He called! And amazingly he didn't get commission on a return, but he understands service and building loyalty. We will buy our next mattress from him without doubt. Would not return to this store.
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June 2023 by Morgan M.
In a current process with Ortho. It's been about 2 years and 1 side of my mattress dipped and got significantly softer. It's ONLY been since about end of 2020 . For reference. It's just me sleeping in it and I weigh 108 lbs.They are sending a third party to check and I have to pay a non refundable of $60! What?! Unsure why someone can't just come here. I live so close. There are plenty of people there and I can't imagine it being difficult to sent an associate out ...There is also no guarantee they will deem it as defective. 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.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.In anycase. I'm hoping for the best and expecting the worst.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 mr. davis
I cannot recommend purchasing from this company, and here's why:Four years ago, I bought a mattress from them. I remember joking with the salesperson about the challenge of keeping a receipt for the entire lifespan of a mattress. They reassured me that they kept records and that having the receipt was primarily for instances when the store might relocate, and I'd have to contact corporate. Fast forward to four years later when I needed to claim a warranty replacement. They asked for the receipt, stating that they only kept transaction records for two years due to fire department regulations and a host of other reasons that didn't quite add up. They claimed to be a paper-based business with no electronic records and directed me to email Linda from corporate, who was apparently quite busy and would take a month to respond.When I emailed Linda, she couldn't find my transaction even after providing my name, phone number, and email address. I was then asked to email a photo of the label sewn onto the mattress, which displayed the manufacturing date, maker, and location. One would assume this would suffice as proof of authenticity, but the response I received was, "I can't find anything…"At a certain age, you can quickly tell when you're being given the runaround. I find it ludicrous to think that someone would go to the lengths of counterfeiting a mattress. It seems that the company is more focused on finding reasons not to honor legitimate transactions. It's disappointing and frustrating, to say the least.Needless to say, I won't be doing business with them again and will use my platform to share my experience. After all, isn't that the purpose of a review?
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September 2022 by Elizabeth Anne
An excellent experience getting the perfect mattress here! Mel, was completely helpful, professional, knowledgeable, friendly and warm which was important since it is a significant purchase for my overall well-being. As an older amateur athlete with some back issues he was able to help me make the best choice. He has an understanding of physiology being an athlete himself. I appreciate that he was extremely patient since I took a long time in store because they have a very large and excellent selection of mattresses in all price ranges. He took great care in making sure I was satisfied with aftercare check in. I suggest Mel and this location with the highest of recommendation .
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November 2021 by Elizabeth Montez
An excellent experience getting the perfect mattress here! Mel, was completely helpful, professional, knowledgeable, friendly and warm which was important since it is a significant purchase for my overall well-being. As an older amateur athlete with some back issues he was able to help me make the best choice. He has an understanding of physiology being an athlete himself. I appreciate that he was extremely patient since I took a long time in store because they have a very large and excellent selection of mattresses in all price ranges. He took great care in making sure I was satisfied with aftercare check in. I suggest Mel and this location with the highest of recommendation .
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November 2021 by Keisha D
I went in last week and Mel helped me and I have to say his customer service was top notch. He really knew what he was talking about and he took his time. He wasn't just trying to get me to hurry up and buy like most other places. He asked me all the right questions to help me pin point the best mattress for my body and so far its been 5 days of the best sleep of my life im so happy. If you go in ask for Mel he will take care of you.
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August 2021 by L M.
Ortho Mattress is absolutely the worst mattress I have ever bought in my entire life! The mattress was delivered in March of 2019, and already was sagging by November 2019. Since it was a pillow top I could not flip it over, so I tried turning the mattress clockwise. By the time June of 2021 the mattress had a very deep sag in the middle so I flipped it over, and bought an additional pillow top pad. July 2021: had to go to Chiropractor from sleeping on this crappy mattress. This mattress was suppose to last 8 to 10 years. The mattress is only 2 years old! This is unacceptable. Finally in August 2021 I contacted Ortho Mattress Customer Service. They emailed me a three page form to fill out, and stated that I had to return the form with a check for $60.00 for an inspector to come to my home to inspect the mattress. The inspector will then contact me to set up an appointment. The $60.00 fee is non-refundable, and does not guarantee a replacement mattress. And even if I get a replacement, I have to also pay for the delivery cost, which is at least $100. So I am going to jump through all these hoops to hopefully end up with another shoddy, junky, inferior Ortho mattress that may last a year or two... No way!!! I am going to buy another mattress from a reputable company. I was not going to take the time to write and explain my Ortho ordeal, but if I can save at least one person from going through this, and wasting their money, then it was worth it!
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May 2021 by Ken Sholders
Anna Clapp is amazing and provided me with excellent customer service. She is very patient and extremely knowledgeable about allThe various types of mattresses and foundations Ortho has to offer. She is very pleasant and really great to work with. This location has plenty of quality beds to try in a nice big clean space.
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April 2021 by Kamy A.
I purchased a mattrass and bunch of other stuff for the bed and paid close to $3200 for everything about 2 years ago. I was lied by Larry who claimed to be the manager and told me that I have 20 years warranty on the mattrass and for any reason I can get a new mattress by paying $200. That is a big lie. You only have 1 year warranty which nothing happens during that year. The mattress is bad quality and you get screwed by doing business with liers. Do not trust them! I would not even give 1 star. They are here to charge you for inspection, delivery and much more. This is bad business!!!!
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February 2021 by Rachel C.
My mattress is 18 months old and has visible huge sagging. Due to COVID I was not even in the state so the bed has barely been slept on. I am a woman of normal size. This is unacceptable. The customer service was defensive and after reading the awful experiences people are having I will probably go right to American Express. I do not need more trauma of having someone say it isn't defective, it probably isn't defective. It sounds like that is exactly what is supposed to happen. I'm not interested in a limited warranty. I didn't buy a bed to be used for a year. It is a scam. Don't buy a 'bed' here.
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January 2021 by Van H.
My situation was now handled through upper management with a solution. We knew the right management could help with this. We are happy to be getting our new mattress at a timely manner.
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December 2020 by Caroline P.
I came to this location to check out the floor sample of Hillcrest made by Aireloom. The salesperson, Nathan, helped me tremendously. He was very patient. He also offered me the mattress cover sheet because of the Covid situation. He explained and showed me how to identify a good floor sample v.s. a worn one. I really appreciated his help even though he wasn't the salesperson I made the deposit with. Thank you, Nathan. You are wonderful!
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May 2020 by Alejandro Elizondo
I just moved to LA and I needed a great mattress at an affordable price. I have some back issues, but not a huge budget, hoping to get something quickly. At the store, I was helped by Taber, he was very knowledgeable and got one of the mattress manufactured by Ortho Mattress. Great price and customer service, love my new mattress, would recommend this store highly.
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May 2020 by Mara Basich-Pease
I had such a great experience mattress shopping with Danny! He was so knowledgable and welcoming, and knew exactly what the best bed was for my price point and comfort preferences. Would highly recommend!
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May 2020 by Matthew Montgomery
I had a great experience at Ortho. The mattress selection was incredible, and the staff was very friendly and knowledgable. Chad was super helpful and helped me find the perfect mattress for my new apartment. Strongly recommend this place.
