Ortho Mattress

Worst customer service. Bought a mattress (beatyrest comfort iq) it started sinking in the area i sleep in. I guess it has air chambers that has a leak. The sinking started immediately after purchase, but slowly got worse over a month. Went to the store manager in Whittier where i purchased it. He blew me off and referred me to there 800. The 800 said they would contact the manufacturer and get back to me. They never called back. When i called back they said to call the store manager to address the issue. Called store again he refused to help. There very nice when selling but are the worst if you have an issue.

Great selection of mattresses on hand and good customer service. Def will be getting my next mattress from here, especially since they’re willing to price match or give you better deals

When my husband and I visited the Ortho Mattress store in La Mirada David Ramirez was very helpful and had a lot of patience and spent a lot of time in helping us make the right choice in purchasing a Mattres. We highly recommend him in purchasing any thing. Melody. P.

We had been shopping for a new bed for over a year, we knew we were going to go with an expensive option due to my chronic back, hip and leg problems. My husband did extensive research before making our decision. I went to the Ortho Mattress store to check out different options, that’s when I met Chris B. He is very helpful and knowledgeable without being high pressure, I loved talking with him. We could have very easily ordered online but I insisted that we go to the store to see Chris B. He went above and beyond helping us out! I highly recommend Chris B.

I am shocked by how awful this company’s service, attitude and products are.
A few weeks ago we went into an Ortho Mattress store in Torrance. The two salespeople were very nice and we ordered a queen size mattress and box, which were delivered the following week. However, the first night when my husband got into bed, I was in the bedroom, but not yet in the bed; and we heard this very loud crack and his side of the bed fell very low. He is not an overweigh man (very trim). Next day we called and were referred to the Customer Service Dept in La Mirada and spoke to Linda in Customer Service. She told us to remove the staples and fabric on the back side, which we did and send her a photo, which we did.
We were shocked to find a piece of thin cardboard, not particle board or thin piece of plywood but actual cardboard. We also saw that the thin 1“x 3″ wood frame was laid flat and only supported every every 24″ to 32″ and later discovered it only weighs 40lbs. Tempurpedic queen box frame weighs over 60 lbs and is supported with metal framing and wood.
LInda recommended we purchase this Tempurpedic box frame if we wanted something better, which her store also sells. I told her no one had even mentioned this other box frame to us, just the qualities of the various mattresses. Linda then told us we could purchase the Tempurpedic box frame for an additional $ 100.00 plus tax (the regular price). She told us we would have to return the broken, defective box to their factory in La Mirada. I told her we are willing to pay the extra money for the tempurpedic box frame over the Ortho box frame even though we were told the Ortho box frame was great with the mattress we had chosen at purchase time. I feel they have had many complaints over this box from comments Linda made. I told her I did not have a truck to return the box frame and that their factory is 45 minutes from my home. She said I could not return my box frame to the store where it was purchased and they would not pick-​up the defective product or deliver the new one without a delivery charge. She was very rude and would not give me the facility manager’s name.
DEFECTIVE PRODUCT, HORRIBLE CUSTOMER SERVICE, AND IT HAS BEEN 7 WEEKS AND WE ARE SLEEPING IN A SMALLER BED IN OUR GUEST ROOM, STILL WAITING.
LINDA IN CUSTOMER SERVICE TOLD US SHE IS THE TOP PERSON AND HER DECISION STANDS. Do not purchase from this company — their products are not what they once were and THEIR CUSTOMER SERVICE STINK.
Denise S

David Ramirez was terrific helping my wife and I find the perfect mattress for us. He was extremely knowledgeable in all brands of mattresses and was extremely helpful. We were very pleased with his excellent service and be sure to recommend him an Ortho to others.
Dave

An unpleasant experience! My 98 year old mother (a little woman) purchased an Ortho mattress from another Ortho store in Studio City which has since closed. Upon purchase, she brought a warranty for a mattress replacement for any snags or problems. Within a short period of time, the mattress snag in the middle of the bed. She had an Ortho representative from the the above La Mirada corporate office come out to inspect the mattress which she had paid $ 60 for the inspection. Her claim was denied for a new mattress since the mattress compression in the center of the bed did not meet the standards of Ortho’s mattress replacement. She was very unhappy with the service and feel that Ortho mattresses are inferior products. Ortho’s customer service are handled by staff who did not care about quality and comfort of their customers.

I had an awesome experience at Ortho Mattress! Angel was super helpful when my family and I came in. He asked us the right questions to help narrow down our choices (because there’s a lot of mattresses in there!), and he also gave us options to choose from when he figured out the type of mattress we were looking for. He was patient, informative, and knew his stuff! Delivery was on time and quick. Buying a mattress is a pretty significant purchase and I’m glad we chose Ortho Mattress!

My husband and I had a wonderful experience at Ortho Mattress at the Culver City location. Henry Karmin was very professional and friendly. Answered all of our questions and suggested a few beds for us. We probably tried out about 4 beds. My husband is a big guy 6’5″ and we finally settled with a Cal King tempurpedic, we couldn’t be more happy with the services we received. Letty at the Mirada office was very helpful and friendly as well, overall great customer service, great prices and we couldn’t be happier. We will be back for all of future services and we definitely recommend anyone who is shopping for a mattress. Look no further!

I just had the best experience with Letty. She was so nice and helpful. She assisted me with my comfort exchange and my wife and I couldn’t be happier with the great customer service. I will be doing business with Ortho again!!!
Thanks Ortho!!!

Got the best mattress — feels like a cloud. Helen was so patient and helpful and made the whole process seamless. Delivery was on time and they helped me move my old mattress out.

I wish I had read the reviews… go someplace else. They are disorganized and the follow up is totally non existent. Beware!

Absolutely the worst experience I have ever had in purchasing a mattress! I wish I would have read these reviews in advance, clearly many people are having the same problem. I purchased a Conform ET Mattress at their store in West Hollywood 2 years ago that no surprise, closed last year. The mattress was $ 900 but on sale, it had a pillow top and was very soft and then about a year in it completely sunk in the middle. I called to complain and they said I didn’t have the right bed frame, not possible — I had also purchased a $ 2000 bed frame and headboard from West Elm. My neck and back are killing me and I am a petite person so weight was not an issue. They sent someone out to assess the mattress (twice) and both guys used completely different methods in assessing the mattress. The worst part was the first guy agreed the mattress was faulty and sunk but reported otherwise to the store so he could collect his $ 60. What a total scam! DO NOT BUY A MATTRESS FROM ORTHO MATTRESS! What a waste of my time and money.
The customer service was terrible, when they called me back (3 weeks later mind you because «the boss» was on vacation) they called me by the wrong name, read someone else’s mattress report to me on the phone and gave excuses that didn’t match my mattress or issues. Terrible terrible experience. Linda and Leti could not manage my complaint and had to wait for their boss to deliver bad news, and never once an apology! I went to Macy’s and Sit n Sleep and they both said pillow top mattresses cannot be measured in terms of how much they have «sunk» in the middle because of the pillow top, they laughed at my experience and said it was unfortunate. Now have the most AMAZING mattress from Sit n Sleep!

Friendly, Straight-​forward and to the point. If you have questions, ask away, they answer all of them as honest as possible. Much more than the surrounding mattress retailers. And if you schmooze a little, there might be some free stuff included too lol

I had to get a replacement in less than 2 years and paid extra for a better one Plus delivery. the next one held up for about a year but I waited to put a claim in until 2 years. I had to pay $ 58 dollars to have it inspected, The mattress is white and they denied it even though it was deemed defective because sometimes the mattress pad and sheet would creep up and they claimed it was soiled but not stained, My husband used a upholstery machine cleaner twice on it and it looked fine, But they denied it because of the soil. so we have a 10 year warranty on a 2 year old $ 900 mattress that was denied. Now what the sides are broken done and we feel like we are falling out of bed and we are seniors and cannot afford a new mattress. So Don ‘t buy from them

After hitting Ortho pretty hard via social media, etc– I have to say that they surprised me and stepped up to the plate and replaced my mattress. They not only replaced it, but they upgraded me to a higher quality mattress within the same brand name– Simmons Beautyrest. I really do appreciate when businesses listen to their customers and take action. Thanks, Ortho. I appreciate it!

Our salesman Steve verbally and wrote on our invoice 10 year non prorated warranty on mattress and adjustable frame. So far the mattress (Simmons extra firm) and adjustable frame (Ortho) are doing fine, but we’ve only had them for 3 months. Ortho refused to provide warranty cards for the frame. They said it was a mistake. We did get a Simmons warranty card. So, Ortho will make huge misrepresentations to get a sale — we paid $ 2650. So, I am not recommending Ortho Mattress.

This is an update to my previous review: After I sent a letter to Ortho corporate (attn manager) via certified mail, I did receive a follow-​up call from the manager. We had a substantial conversation about the happenings I described in my review above, and he did try to explain Ortho’s «side of the story», and did say he understood why I was upset. The manager did agree to replace my mattress, without any additional «requirements» and 3 days later I received a new mattress delivered to my home. The manager’s attempt to make things right does make me feel beter again about Ortho, but I’m still not certain if I would shop here again. Having a busy life, as does everyone else, you don’t want to waste your time chasing mattress warranty issues which should be straight forward from the start. Again, I appreciate the manager’s follow-​up and understanding.