I didn’t have time to post this last week before we took our trip, which I’ll tell you all about in the next post, but the mattress story has taken an interesting turn. A guy from the Original Mattress Factory here in Atlanta called me on Friday. He wanted to make us happy with the OMF mattress even though it was out of the one year warranty. He offered to take back the mattress and rebuild it any way we want. Why they rebuild rather than simply give you a new one is sort of dumb to me, but that’s the way they do it.
So, Nilla, here’s what you do about your new OMF mattress: sleep on it for a couple of months and decide if it’s working for you or not. If not, just call the store you bought it from and tell them you want a different mattress or a refund. They will offer you the same deal that they offered us.
The only downsides are a) you have to get the mattress back to the store and pick it up yourself (which is not a problem for us with a truck) and b) you have to be without your mattress for a few days. They will come get the mattress and bring it back for $35 each way.
I have to say, I’m surprised that OMF responded so quickly and offered us the warranty coverage despite being over by 4 months. They certainly are not obligated by law to do anything once the warranty has expired.
Perhaps good customer service is not totally dead after all!
Although I’ll never buy another spring mattress, I’m very pleased that OMF has stepped up and will re-do our bed for us. We are getting rid of the pillow top and going a little bit softer on the mattress. In any case, it can’t be worse than what we’ve got, so we can sleep on the air mattress for a few days in exchange for a new mattress.
I hereby retract my former post about avoiding the Original Mattress Factory. If you like inner spring mattresses, this company stands by its products and will go WAY out of their way to make you happy. I’ll never buy another inner spring myself, but I have to give them credit for outstanding service. :-)
