Saggy Pockets

Purchased my mattress just about 3 years ago and had a great experience when deciding which mattress was for me and the salesman was very nice and helpful. Now fast forward and my recent experience was quite the opposite. The main reason I chose my mattress is because of the warranty, I was told that if my bed had indentations that it would be covered and that my mattress would be replaced. I thought that was great, the brochure says to rotate the mattress to prevent indentations and I did that. So at 2 years and 10 months of owning my mattress I noticed there are very noticeable indentations on both sides of my mattress and that it's been quite uncomfortable so I decide to call and pay the non refundable fee of $60 for a third party to come measure my mattress. I thought for sure my mattress would get replaced because when you are sitting on either side of the mattress you can definitely feel that you are sitting in a "pocket" as the guy who measured it called it. He noted I had 3 "pockets" on my mattress and he measured using a very lightweight ring which I was a bit leery about but since he said he felt indentations I felt ok and assured I'd get a replacement. Fast forward 2 weeks later and I hear nothing from Ortho! I was told I'd be contacted in 5-7 days. I patiently waited for a letter or email and nothing so I decided to call. I called the warranty department and left Linda a voicemail and the next day I received a call, I missed the call so about 2 hours later I call back and she was rude. I told her I was returning her call from that morning and I gave her my name, she proceeds to say, " For what? I made many calls this morning and I can't remember who I called". Rude. I told her I've been waiting to hear back on a decision for the warranty of my mattress and tells me it's been declined, I had to ask why because she didn't offer an explanation and she tells me that my mattress is only 1 inch indented and it needs to be 1 1/2 inches. She says nothing else, I was very surprised so I said ok, I may have sai

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Cons:
  • Customer Service
  • Surface Integrity
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Ratings from this Sleeper

Back Support

User rated this bed:
Poor Back Support

Pressure Relief

User rated this bed:
Poor Pressure Relief

Sleep Quality

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

Stays "Cool"

User rated this bed:
Fair "Coolness"

Value

User rated this bed:
Poor Value
Price paid (approximate):
$3,000 (Queen) Size

Warranty Service

User rated this bed:
Very poor Warranty Service

Softness Level

User rated this bed:
Slightly too hard