Orange County Mattress

Orange County Mattressse’s policies for defective merchandise are the worst I have experienced after purchasing a high ticket item My partner and I purchased a new Tempurpedic Queen Mattress for $ 2,700.00 in July 2012. These mattresses carry a manufactures warranty of 20 years. This month, January 2016, we purchased a new bedroom set and had to remove the mattress from the wooden side rail frame it had been placed on. To our horror, we discovered the entire downside of the mattress was covered in a blackish, yellow mold that had spread all of over. We are clean freaks, do not have children and do not let our dog on the bed. We immediately got online and searched under «mold Tempurpedic mattress». We discovered that hundreds of complaints had been filed or logged with this exact same issue. We then called, Phil the manager of the Naples store letting him know what had happened. We also filed an online claim with Tempurpedic directly by submitting all of the required photos, purchase receipts, etc the same day. They advised us it would take them 3 – 5 business days to review the claim and IF and only IF THEY decided this was not a defect they would provide us with a new exact Tempurpedic replacement. At that point we did not want another Tempurpedic mattress. When you lose trust in a brand name product that endangers your health in a potentially deadly and toxic manner, why in the world would we want another mattress by the same brand?
Additionally, we placed the mattress in our garage since we did not want this unhealthy toxic moldy item in our bedroom one more minute. Upon arrival at the Naples location, Phil the store manager told us this was a manufactures problem and that he could not do anything except sell us another mattress.
I asked Phil point blank…“Phil what would YOU do if this was your mattress and had discovered a serious mold problem and now needed a replacement mattress?” His response” …“I’d keep sleeping on it until I got another mattress”… Your kidding right?
We were FURIOUS to say the least since we had no other place to sleep in our small home but a single couch. We demanded that he call the owner of this chain and he said he could not do that. We demanded to speak to a supervisor/​district manager/​VP anyone who could give us an exchange mattress so we would not be without one. for a week or longer– Nope couldn’t do anything. Your company policies SUCK. YOU, the distributor and seller of a DEFECTIVE and EXPENSIVE product still under a warranty need to take full responsibility and empower your totally lame management staff to take care of emergency customer situations like this one. We were so disgusted by the lack of customer response at Orange County Mattress, other than, …Quote– ’”Its a Tempuredic Issue and since you’ve filed the claim you’ll have to wait.” We went over to Sit N Sleep on PCH in Long Beach (See my Unilocal Review)
and purchased a new NON Tempurpedic mattress. We explained to the sales manager what had happened at OC Mattress and asked him how they would have handled this exact situation– here is what your direct competitor said:
1. We would have immediately honored the warranty in-​house and replaced the mattress.
2. We would have then called and settled the issue with Tempurpedic assuming a claim had been filed (which we had done)
3. We would have delivered a new mattress replacement the NEXT day.
WOW– what the hell is wrong with this picture? Tell me how your direct competitor can do this but your chain cannot? Same product? Same Manufacturer? I challenge this chain to be honest and direct and transparent with your response. The lack of customer service and accountability on behalf of your chain and employee manager has done the following:
1. You will lose us as customers forever. We have spent thousands of dollars in your store.
2. We will tell absolutely everyone we know on social media, twitter, Facebook, parties, networking events, BBB sites, consumer reports sites, at work, friends, neighbors, Unilocal,and anyone who has or is thinking about purchasing a Tempurpedic mattress– we will especially stress not to purchase it from your store.
3. We will go on Unilocal to the direct competitor site (Sit N Sleep) and specifically discuss our purchase experience with the readers.
4. This will cost your chain much, much, much more than had your policies been in place to handle a dangerous mold issue from a defective mattress and done the right thing.
5. Consulting with an attorney to discuss the mold issue and determine if we have grounds for a product liability lawsuit which has endangered our health and could have had dire consequences due to long-​term exposure.
****** If you’re thinking of purchasing a Tempurpedic mattress do your online research under «Tempurpedic-​Mold Issue» you’ll see this is an on-​going issue with memory foam mattresses which Tempurpedic apparently will deny your claim in all situations where a customer complained about this.

Very unhappy with the sales personnel. Thought to be rude. I purchased a mattress from them that I was dissatisfied with and the exchange policy they have is very costly. I changed to a less expensive mattress which you get no credit for and they add $ 280 for exchange fee plus another $ 75 for delivery so it gets very expensive to change which is one of the services they brag about… trying a mattress for 30 days and if you are dissatisfied they will let you exchange for another. They really do not explain the cost of all of this and the fact they do not credit you. They say they return to factory for sanitation. I have been told that they use as showroom samples which they deny. I also became very sick a couple of days after trying mattresses for about two weeks which is probably due to the fact that so many people try them and they do not have any protection on the mattresses. Also as I was leaving I over heard the sales person say two down, only three more to sell for the day. Gave you the feeling that the sale was the most important thing to them

This company is sketchy. We bought a mattress right after Christmas. The delivery date was miswritten, so the mattress didn’t arrive as expected. When they did deliver it, the date on that form was also wrong. The IRS has been notified of this seemingly fraudulent activity. The customer service manager (Stephanie Root) was rude and unprofessional. She accused me of fraud and threatened me with ultimatums in a sarcastically-​joyful ‘high school mean girl’ voice. She also broke protocol by allowing me to reschedule delivery without being authorized or confirming my identity in any way.

Just bought my mattress here from Phil. He took the time to show us all the options in our budget. He explained the difference between each model and took our preferences on what we were looking into consideration to give us our best match. We ended up with the black label! He gave us the best deal in town after shopping around. Thanks again Phil!

Orange County Mattress here on 2^nd street in Long Beach by far gave me a great deal and Salesman Jason was very professional. I looked at other Mattress companies and Orange County Mattress had the best price

I was in the immediate market for a new mattress and quickly jumped on Unilocal looking for some assistance. Having reviewed a number of stores and checking out a couple, I ended my journey at Orange County Mattress.
Having been greeted by «Stax» and Annie, I was guided through a number of mattress options that were within my price range that I had shared before looking around.
Stax was a great help, and after a handful of mattress tryouts I discovered the one for me.
I can’t thank Stax and Annie enough for the great service, listening to my needs and budget and TIMELY delivery! The delivery I was able to get the same day, mind you it was MLK Day!

Updating original post because of outstanding follow up by Scott F. Who went out of his way to ensure my issues were being addressed even when the manufacturer would not.

We were very satisfied with the customer service we received from Jason. Very helpful and knowledgeable without being pushy and annoying. He was especially patient with me when we returned after having our bed delivered to test out the beds again to insure that the bed we picked was surely, The One.
We found that prices are a little higher here than at Sit n Sleep, Macy’s, Sears, and even Ortho Mattress (trust me, we visited all the above named places), BUT Jason was able to give us a great deal on top of the 50% off sale. (You should never buy a mattress full price). After testing out multiple beds at multiple stores, we finally came back to Jason and decided on the Beautyrest Julia Luxury Firm Pillow Top which comes with a 20 year warranty.
It was delivered the next morning without any issues during the time slot that was set up the previous day. Delivery men hauled out the raggedy one we had and quickly set up the bed. A bed frame is included with purchases of $ 600 or more. (Sit n Sleep, Ortho, Macy’s were all charging about $ 100 for a bedframe).
Theres a 30 day trial period, but if you do decide to return it, OC Mattress charges a 20% restocking fee. We’ve had the bed a few days now and no regrets so far. One of the best purchases we’ve made.

Just purchased Aireloom mattress and Tempurpedic adjustable base. Sales person Jason was awesome. Very knowledgeable and kind. Great deal as well. I highly recommend whoever is looking for new mattress.

Very friendly service. Very helpful with financing options and extremely good product. I’d absolutely shop there again. I think the gentleman who sold me my mattress was Jason (?) and he was nice and not too pushy. The same was true of the lady working there. Down to earth and not judgy, we even talked about baseball and dogs and they delivered my mattress within an hour or two which was great because it was a surprise for my boyfriend. Sooooo much better than the uptight and overpriced sit-​n-​sleep experience I had.

Phil was super helpful got a really great bed for a reasonable price and free delivery to long beach… Was in and out in like 15 minutes !!! THANK YOU!

I went in looking for a new mattress and was helped by Marlene. She really helpful and patient explaining each mattress to me. After a couple nights of bad sleep and some research I came back in and purchased an Aireloom mattress set (above budget but well worth it). She was able to schedule a last minute delivery for me so I didn’t have to sleep on my sofa since I gave my mattress to a friend.
Once the bed was in place I wasn’t satisfied with the height of the bed since I got a low profile box spring. I called the next day and spoke with Jason and he arranged for a full size box spring to be switched out the same day! I am very happy with the customer service and promptness of the store. I would recommend coming in for you next mattress.

Who knew mattress selection could be painless? We trudged into the store, anticipating an unpleasant experience. What we found was Marlene, a completely genuine and knowledgable sales person who guided us through the process of finding the right mattress. An added bonus was her advice to buy a floor model at an extreme discount. We could not be happier!

If you need a mattress, you need to come here and speak with Marlene. After a 1 star rating at the Huntington Beach store with Brian, Marlene made right on their wrong.
I HIGHLY recommend her for all of your mattress needs. She will give you the best deal without any ridiculous sales tactics. My experience with her was fun and after playing hardball with her to get a good deal, she never once had a bad attitude and always kept a friendly smile on her face.
She is truly an asset to this business!

I needed a low profile box spring and got it for 50% off. Not even Walmart could beat that price. Thanks for saving the day!

Wow often do you buy a mattress? Not very often that is for sure… I’m 32 and still have the mattress my parents bought me in high school (HAHA). Anyway, I was in the market for a new mattress and thought I’d check out the local OC Mattress that I drive by all the time. I read a couple of articles online about the mattress buying process, i.e. lay on all the mattresses, expect to spend some time, etc. Honestly, the process went great (and I did exactly what the articles said)…Jordan was awesome, made me feel very comfortable and really took the time to explain everything. He of course started us with the Cadillac of adjustable tempurpedic… which was super awesome by the way… in short I ended up buying a middle of the road OC Mattress brand queen on the spot. It is super comfortable and the price was right. Additionally, Jordan went out of his way (on the phone with the delivery guys) to get it delivered that evening.
THANK YOU

Jordan was the best, he knows his job he knows is product, he listens instead of talks, whatever this company is paying him it’s not enough.
We bought an Aireloom mattress, it was not cheap but you get what you pay for in this world. If your on the fence about where to buy, stop in and talk to Jordan, he will put you at ease.
Thank You Jordan
Purchased our new Aireloom mattress and pillows on Saturday January 11 2014.

Prices are too high. Much cheaper at the place I go in bellflower.
And why would u open a matress store in LA county called Orange County mattress?

There is way that people in Boston speak – things are Wicked and Epic… well in Long Beach yesterday, we went into OC Mattress to get info and walked out with Mattress order that would be delivered within 4 hours… now that is truly EPIC.
Melissa was there to greet us and I think its her smile and niceness that really made us comfortable enough to try every mattress, ask questions, listen to our Ipod on one (with Bose speakers), and then hey, buy a mattress – for an amazing price with free delivery and a frame.
I honestly do not get excited about mattresses, but when you remind me about sleeping, my ears perk up at the mention of a nice nap by the window. I mean who would have thought I would review a mattress place?!
We got the mattress as promised, got the 30 min call ahead, they put it together and set us up. Can’t ask for more than that. Wicked nice service!

Brought our dog in his carrier to OC Mattress. Thought that since it was a mattress store, we’d be told to put him outside or something, but Phil was nice and said hi to our dog, and didn’t mind as we left him inside the carrier while laying on all the beds.
Bought a full size mattress with a rolling frame, pillow top, and mattress box all for $ 500.
The bed is alright, a little firm for my liking but it’s just going to take a while to get used to it. And obviously if the bed is terrible, it’s not OC Mattress’s fault, it’s our fault for choosing a mattress that didn’t fit our bodies. Overall, great service and quick delivery. Ordered it around 5PM on a Monday and had it by 11AM on Tuesday. Sweeeeet.