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Original Mattress Factory Experience

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21 Apr 2016 18:06 - 21 Apr 2016 18:38 #1 by opie
We bought a OMF orthopedic mattress today, brought it home, put it on our brand new bed, and then noticed a ~3" section of stitching that the machine must have misfired on. As a result the holes around the odd stitching on the new mattress were pulling open small holes. I doubt you could feel it by laying on it but clearly a flaw that could impact the life of the mattress under regular use. After some debate on the phone and in person, OMF agreed to try to fix it, after making me sign a wavier about them spraying it for bugs (we had the mattress for a grand total of four hours). I suppose I could have demanded a different mattress, but I was trying to be as reasonable as possible. If we get it back and it's like new, we'll be on our way and try to forget this happened. But there were some strange comments made to us during the process. One of them was that we should have noticed the problem through the plastic bag before taking the mattress away. Don't these factories have their own quality control processes? Certainly they can't expect customers to review every stitch on the mattress to make sure their machines worked. Another comment was that the owner stated he was going 'above and beyond'. Is it really that much to expect for OMF mattresses to be stitched correctly? Or do most OMF mattresses have flaws like that? We were surprised to run into this kind of dialogue from a store/brand that has such high marks from Consumer Reports.
Last edit: 21 Apr 2016 18:38 by opie.

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21 Apr 2016 18:41 - 09 Dec 2018 02:10 #2 by Phoenix
Hi opie,

We bought a OMF orthopedic mattress today, brought it home, put it on our brand new bed, and then noticed a ~3" section of stitching that the machine must have misfired on. As a result the holes around the odd stitching on the new mattress were pulling open small holes.

If we get it back and it's like new, we'll be on our way and try to forget this happened. But there were some strange comments made to us during the process. One of them was that we should have noticed the problem through the plastic bag before taking the mattress away. Don't these factories have their own quality control processes? Certainly they can't expect customers to review every stitch on the mattress to make sure their machines worked. Another comment was that the owner felt like he was going above and beyond. Is it really that much to expect for OMF mattresses to be stitched correctly? Or do most OMF mattresses have flaws like that? We were surprised to run into this kind of back and forth from a store/brand that has such high marks from Consumer Reports.


It's not unusual for a mattress to have some loose threads or missed stitches in the quilting and for the most part they won't have any effect on the durability and useful life of the mattress.

It sounds like they didn't think it was as bad as you thought it was and that they normally wouldn't have considered it to be a defect that would affect the mattress or that needed to be repaired but I haven't seen your mattress so I really can't make any meaningful comments about the stitching.

In any case ... I can understand your frustration but I'm glad to see that they finally agreed to repair it and I'm looking forward to an update that your issue has been resolved to your satisfaction.

Assuming that you are happy with the repairs ... you certainly made a good quality/value choice ... and congratulations on your new mattress :)

We were surprised to run into this kind of back and forth from a store/brand that has such high marks from Consumer Reports.


While I think that OMF certainly makes some good quality/value mattresses that use higher quality and more durable materials than most of their larger competitors ... my criteria for assessing the quality and value of a mattress are very different from Consumer reports. You can see my comments about the Consumer Reports mattress ratings and recommendations in post #2 here and in this topic . While they may be a good source of information about more "objective" purchases ... as you can see I would consider them to be an unreliable source of information or guidance about purchasing a mattress and their "ratings" are somewhat nonsensical and meaningless. My thoughts are also shared by most of the more knowledgeable people in the industry (see post #5 here for an example).

Phoenix

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Last edit: 09 Dec 2018 02:10 by Administrator TMU. Reason: Updating link to https: status

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21 Apr 2016 18:58 - 21 Apr 2016 19:04 #3 by opie
Thanks, Phoenix. Once he saw the holes for himself he backed off his "too late, out the door" approach and offered to try to fix it. I'll post here afterwards based on how it goes tomorrow.

BTW: What's interesting about CR in this case is that they only rated one OMF mattress, and it got a mediocre review -- however, the STORE rating, which comes only from CR reader reviews, was outstanding, which drove us to try this store out.
Last edit: 21 Apr 2016 19:04 by opie.

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21 Apr 2016 19:03 #4 by Phoenix
Hi opie,

Once he saw the holes for himself he backed off his "too late, out the door" approach and offered to try to fix it.


I would guess that once he saw the stitching he realized that he wasn't just dealing with a "fussy" customer that was complaining about something that was "normal" (which often happens to most manufacturers) and realized that it really was a "defect" that should be repaired. I would think that in terms of providing good customer service he would have been better off with taking a more "open" approach rather than jumping to conclusions.

In any case ... I'm looking forward to your next update.

Phoenix

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10 Feb 2020 06:57 #5 by Thais0n
I believe the new post functionality is down, so I am picking an OMF-related thread to post my question.

Hoping someone can help with recommendations for mattresses with similar configurations - in reading this site, I realize I can't ask for recommendations on how something feels - but I am simply looking for beds with similar materials/construction.

We currently have a Casper from Costco. My wife likes it but it’s way too firm for me. We then tried a sleep on latex soft version and that was waaaay too soft. Thankful for sleep on latex’s return policy. 
So we are in overload now. 

We went to the Original Mattress Factory and tried several and we both liked their Orthopedic Hybrid. They rate it as soft (about 3.5) which appeals to me, but I think it’s the inner springs that give it the support that appeals to my wife. It also has good edge support and is 2-sided.I'm curious if there are other options with similar configurations that we could look into - possibly from forum members. I've tried searching online for hybrid mattresses, but quickly go into overload.

Given that we've tried two mattresses at this point, and neither of them worked, I'm a bit nervous to take the dive and buy from a place like OMF that doesn't offer a return policy. I've read the reviews (and i understand reviews can be a huge pitfall when mattress shopping) and the one thing that stands out in my mind is "the bed we got delivered didn't feel anything like the bed in the store that we liked" - I dont want to make a $2000 mistake. I would also be curious if there are options that use similar quality materials at a better price point.

Long story short. Can someone recommend hybrid options similar to the OMF one? Here are the details from their website and from a card that was on the bed in store:

-inner spring is a 12.75 gauge knotted offset coil with 6 turns and a 6-gauge border rod, 621 springs for a king size
-2" memory foam topper: 8-14ILD, 5lb/ft
-However in looking at their website - and seeing the cross section image of this bed, it appears there are a few extra comfort layers that might not have been on the summary sheet in the store.
-https://www.originalmattress.com/orthopedic-hybrid-mattress 

Thanks! 

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