Great Disappointment, Pain and Frustration

Based on the thinking and attitude of Ortho Mattress, I'm supposed to spend $4500.00 every year or so for a new mattress???? I needed a new mattress and wanted to lower the height of the bed. The salesperson recommended a bonky board, assuring me it would support the mattress as well as a box spring. I bought the Aireloom Cardiff queen mattress with all the extras (protective pad, etc.) for about $4500. Ortho delivered it and made no comment about the adequacy of my bedframe. One and a half years later the mattress sags in the middle. I called Ortho. After about a month an inspector arrived to look at my bed and measure the mattress. After three weeks I received a letter saying my complaint was denied. The letter said: No manufacturing defects identified. Normal body impressions within guidelines. (the sag has to be 1 1/2 inches. Mine was measured at 3/4 of an inch.) Inadequate support from improper frame. Queen size must have rigid center support to the floor. (Mine does have rigid support to the floor!) My handyman looked at the bed and the bonky board. He said he was surprised I hadn't had trouble sooner. The bonky board seems to be made of cardboard and foam, woefully inadequate to support such a heavy mattress. My beautiful large wooden bed supported a queen size mattress with box springs effortlessly for 15 years or more before I bought this new mattress. The installers said nothing about inadequate support when they placed the bonky board and mattress on my bed. I am accustomed to sleeping well throughout the night. Now I wake up several times as I try to be comfortable. My body is in pain when I wake up. Customer service said customer comfort warranty is for 100 days. That's not enough time to notice the effects of a bonky board on a mattress. After I received the rejection letter from Premier Inspections Services LTD I called Ortho Mattress. They again, as in my original call, told me to call corporate customer service, 888-499-6784. They said, as in my first call to them, that they would

See more ratings and reviews of this mattress »

  • Issue Resolution
  • Overall Support
  • Surface Integrity
  • Overall Value
Was this helpful? 
Helpfulness (+3)

Ratings from this Sleeper

Back Support

User rated this bed:
Very Poor Back Support

Pressure Relief

User rated this bed:
Poor Pressure Relief

Sleep Quality

User rated this bed:
Much worse Sleep
Previous mattress was:
Innerspring / Traditional

Stays "Cool"

User rated this bed:
Good "Coolness"


User rated this bed:
Very poor Value
Price paid (approximate):

Warranty Service

User rated this bed:
Very poor Warranty Service

Softness Level

User rated this bed:
Much too soft