Terrible. We went here Saturday night and had good service from Neal. We came back in today to ask a few more questions; teddy was the representative who approached us. We were the only customers in the store and he was looking up some additional info for us when another customer walked in. I guess assuming he wasn't getting the sale he started helping the other customer. No, "I'll be back in a minute" or anything. Just stopped helping us!! And when we got up to leave he didn't even acknowledge us. Absolutely terrible way to do business. We were going to buy a bed and now we'll go elsewhere. read more

Teddy was great. Not pushy at all like it can be at other mattress stores. He was very helpful and calm, and answered all of our questions patiently. He listens. read more

Great friendly service. Patient and informative! Second time purchasing here and will return when another matress is needed. Justin was great! read more

Avoid this store! I was pressured into buying the Ortho mattress name brand - "you are so lucky this only goes on sale 2x per year but I'll call my manager to see if she's in a good mood" (also pressured to buy a $50 mattress pad so we don't void the warranty). I was hesitant to go with the store brand, but the salesperson assured me that this mattress is so comfortable and a super high quality with individual coils, just as good or better than a brand name mattress. Bottom line - mattress purchased for a guest bedroom not used for the first month - first weekend it was used guests told me an air mattress is more comfortable. They won't take any returns after 30 days and the "3 year no-charge warranty" coverage means sinking problem has to be above 1 1/2" (ours is 1 1/4"), and even if you are lucky enough to be approved we pay $100 for pick-up. Way softer/sinking holes than the store mattress and I was told it would be firmer because the store mattress has been used by so many people! read more

Wonderful experience today shopping for my new bed! Went into the store, received excellent service. Cliff helped me to find a bed I love at a terrific price and I am so happy to be finally sleeping so sound on a bed. If you want to receive fantastic service and a real value, check out Ortho Mattress!!! Thank you Cliff, and Bill from the other location of Ortho Mattress down the street off of Encinitas and El Camino Real for taking the time to explain, having great patience while helping me to discover which mattress was best for me. So happy!!! read more

Great service, the second I walked in Cliff greeted me, walked me through on my specifications, showed me multiple models. They didn't have the one I wanted in the store, he called at least 3 different stores and researched more. He was able to find the model I want after extensive search, and had it delivered to my house for free! 10/10 read more

I needed a good quality mattress but did not want to spend a fortune. Marcus was the sales rep who assisted me today in finding a mattress that not only will suite my needs, but was able to work within my financial means. He allowed me the time to try different types of mattresses with much consideration for my comfort. Although I was the only patron in the store at the time, he was very diligent in making sure I had all the information I needed to make the best choice. I am looking forward to sleeping on my new mattress tomorrow! read more

On Saturday I bought a mattress set and as soon as I got home realized I needed a different size (which we already had in storage from a different bed). I came back that weekend to return the unopened mattress and board and was told that they could not take it back. The salesman tried to work with me, however his manager, Cliff, stated that taking it out of the site is the same as delivery (which is not on any paperwork that I signed). They said, they simply didn't know what could be done. It's all clearly in the she packaging. Very helpful when working to a commission, but once the sale is complete, expect no support. read more

This is about customer service. They sell you a mattress and that is it good luck. No service etc. I spent more than $6,200 and still not get a delivery done right and other problems started to appear. Manger never returned my calls. When I keep calling the manger says tough nothing he can do except charging me to finish the assembly of the mattress & box spring. He wouldn't exchange one of the orders even though still in the box not used nor open. Stay out people unless you want agony. read more

We went mattress shopping and became so overwhelmed by all the choices, brand names etc... Reading about the different mattresses on the internet was just as confusing as shopping for one. We had not shopped for a mattress in over 14 years - so we were lost. We bought a new bed so we had no choice - we had to buy a new mattress. After shopping at many stores, we walked into Ortho Mattress in Encinitas. Thank goodness Cliff Mckinley came over to help us. He is the store manager. We soon found out he is a walking encyclopedia of knowledge on mattresses. His expertise removed our fears and fairly quickly we started to understand the world of mattresses. We left there to do our homework and back on the internet we went with all our new information. After being educated by Cliff Mckinley and doing our own shopping and research, we went back to Ortho Mattress and found our bed. Cliff was our solution to the very overpowering world of mattresses. We found our little piece of Heaven "Avant Cool Quilt Eclipse Luxury Firm". This was like playing Goldilocks and the 3 bears, we finally found our just RIGHT! The mattress we choose was so comfortable we did not want to get up - can't wait to finally get ours home. Cliff also gave us a great deal. We left more than happy with our purchase. My sister will be purchasing a new mattress from Cliff soon. PS - Cliff Mckinley is very very very good looking and he does not have a ring on it - so you may want to take your attractive daughter with you while shopping. Thank you Cliff and Ortho Mattress - so glad you are in our Town! read more

The manager for this store named David really was the reason we chose to buy our mattress from this store. He was very knowledgeable about the large amount of product he carries and was very patient. I think we tried every bed and we went back and forth on the bed frame till well after the store closed. I loved the fact he was not bothering us trying to sell us but instead let the mattress sell it self. We love our Orthopedic, best mattress I've ever had the pleasure of sleeping on, it's amazing actually. In addition he understands the concept of service after the sale as we had a small hiccup which was resolved professionally and courteously. Delivery was fast and efficient. read more

I purchased a floor model from them thinking I was getting a deal when the delivery crew informed me that all the exchanges go to the stores as floor models I refused my delivery the prices are ridiculous plus the salesman kept pressuring me into the ortho brand which was very uncomfortable never again read more

Cliff was incredibly helpful for my husband and I. I went in for a pillow and ended up with a full mattress set! Cliff was NOT pushy at all, I asked him many questions that he was able to answer. I never felt like I was being sold to, only educated on. Thank you Cliff and thank you Ortho Mattress! read more

In what has become, sadly, a very competitive field, this store has earned, hands down, the award for the worst customer experience of my life. We were shopping for a mattress and happened into this store. It was completely empty of other customers. Now I know why! While negotiating a price, the salesman could not figure out a 50% discount on a frame. When I made a slight joke about this, he became enraged at my "insult," and ordered us out of the store! He said he wouldn't sell us a mattress at any price, and offered advice on how I should treat the salesmen at our next stops. I tried to calm the situation by explaining that it was only a little joke. He said, "It wasn't funny," and turned away. I told him that I would be calling the home office, and he encouraged me to do so, stating, "I hope you do!" He then gave me a false name, thinking, presumably, that it would cloud the issue. When I called the home office and explained that I was calling to alert them to an outrageous experience, they were nonchalant, asking me to send it to them in writing! Of course I refused, and asked for the executive office. They disconnected me, so I called back and insisted on speaking to someone.in charge. Shortly, Sally, the area manager called me back, and to her credit, appeared to take my experience seriously. The matter of the false name was overcome immediately, and the offender was identified as "Matt." I offered to accompany her to the store to confront their employee. She promised to investigate and call me back in two days. She kept her promise, but told me that the home office was unwilling to take the matter further, and no substantial consequence ensued. It is clear to me that this company cares little, if anything, for their customers or their reputation. This fish stinks from the head down. Avoid at all costs! There are several other mattress retailers almost within walking distance who are anxious for your business and will treat you accordingly. Avoid read more

We have purchased multiple mattresses thus far from this store and have been extremely happy every single time. The manager Teddy has always helped us. He is incredibly knowledgeable, very professional, and above all else he is very honest which is rare in a commission sales environment. Top notch service and experience every time, thanks Teddy, deserves to be said. read more

Absolutely amazing. 5 Stars. Very friendly staff, reasonably priced, & most importantly they will accommodate any special requests you may have. I purchased a mattress that was great, but once delivered I noticed it is not the best fit for my frame. I was only able to re-visit the store a month a half later when I came back from my vacation, which was past the return/exchange deadline. Not only they exchanged it to what I needed. they waived the penalty fee as well. Will not go anywhere else for mattress. read more

I spent lots of time with Teddy and Matt (I went in multiple times). They were very informative and knowledgeable. I really appreciated the low pressure sales. We love our new Villa Julietta 100% organic latex mattress. We have only slept on it a few nights but so far it was worth every penny. They tolerated my little 16 month old girl running a muck as I hammered them with questions. read more

Just came in to buy a guest room mattress. Teddy was amazing! Helped us pick a great model from the floor and knocked the price out of the park! Thanks Ortho Mattress! We will be back for sure the next time we need a mattress! read more

Best experience! Again! I purchased a mattress in the past from Teddy so I knew I was in for good service and expertise! Here I am buying another mattress for a guest bedroom. Teddy helped me pick one out in a timely manner and I knew I was well taken care of! I popped into the other Ortho Mattress a few weeks back when I had been in the area. There was no comparison in the service. I just knew that I had to come back to this location. All in all I have recommended Ortho to family and friends. I am a happy customer. Will be visiting again when I am in need. Thank you! read more

Cliff was great! My boys were grumbling to have to go mattress shopping, but ended up loving it. Great selection, very reasonable prices. I highly recommend it. read more

Walked in to ortho right after leaving a sleep train store. Dillon immediately walked up to me to offer assistance. He was very helpful and knowledgable of all the mattresses in the store. I explained the issues I had with the mattress I was currently sleeping on and he was able to direct me to a s & f mattress and explained the benefits of the mattress. He was very patient and offered valuable knowledge. I was going to buy my mattress at sleep train, however I walked into ortho to check the prices and Dillon was so helpful and knowledgeable that there was NO WAY I was going to buy anywhere else. Dillon is an excellent asset to the company, he was personable , knowledgable and made my mattress shopping a pleasant and stress free experience. I've now had my mattress for a few days now and I love it ! read more

This store has horrible customer service. There is no management support. I tried to take advantage of the 30-day trial and got completely avoided. No one called me back. When I visited the stores I got varying stories and no one seemed to take ownership of the problem. This place is shady and I now know how non-transparent the mattress business is. Each product has a different "story" making prices unreliable and changing. Good luck getting a straightforward purchase experience. This is the least customer focused company I have ever encountered. read more

I purchased a very expensive mattress and adjustable bed a few months ago. They were very good at taking my money and telling me I had 60 days to try it out, but when I called them to complain about the adjustable part, they said they can never take back any bed. They said that I must have misunderstood. Then when my adjustable bed "stuck" and could not be lowered, they said I had to call the manufacturer. When I did (which of course was under warranty), Ortho would not even send someone out to put the bed back down unless I paid them $100. I was not able to sleep in my bed until the new part came. Then the manufacturer of the adjustable bed sent someone out to fix it which was about a week later. When I called Ortho back to get the manufacturers phone number (with another problem), they said they would call me back with the number. That was two weeks ago, and I'm still waiting for the call. I would NEVER go back to purchase anything else from them or send anyone else to them. Have they never heard of customer service. I spent $6000+ and am very unhappy!!! read more

We went to Ortho to get a King mattress for our bedroom. The service was good and informative and the delivery was good, but the return policy is the worst around. We bought a very expensive mattress in our mind... $2700. After receiving it I slept on it and every morning I woke up with my back hurting. I decided to take their advice and wait 30 days to see if I just needed to get used to it. It did not change. I was disappointed, but thought ok I will return it. Their policy is rediculous. You can only exchange it for something else in the store and on top of that you have to pay 20% restocking and delivery. We checked the mattress and it is indented up to 1 1/4 in. in some places, only after 30 days of sleeping on it. They insisted our only alternative was to exchange the mattress. We had to spend $900 more for a mattress we were so/so with. Costco will refund your mattress at any time in full. The sleep number bed will give you 90 days and then ask you to only pay for shipping and handling which is about $100. We got hosed here. When talking to them about it they kept saying they want us to be happy customers, but did nothing to help with the situation. It was all sales pitch talk, but never acted to what they said. I would stay clear of this store because if you are not satisfied with your purchase you may get hosed like us. As you can tell I am mad, but even when talking to them my husband was reasonable. At the very least pay with credit card so you can have your credit card company fight the purchase with them if you are unsatisfied. read more

Awesome experience! Teddy and Cameron did an excellent job in helping us pick out a great mattress! They answered all our questions, and also answered questions we didn't even know we had. Thank you! read more

Cliff was great. Helpful, patient and non pushy. Good experience! We're happy with our purchase.

Went to a few mattress stores and was not to impressed with the overall customer service. Adam at ortho mattress was very professional , not pushy, and really dialed exactly what we were looking for in comfort that worked for both me and my wife. Found all sorts of rebates for us, we really felt like we left with a perfect mattress at the best price. If anyone is thinking of getting a mattress visit Adam at ortho mattress, great guy ! read more

The Ortho Mattress salesperson, Dillon, gave us excellent service, was very knowledgeable and worked with us to negotiate a great deal on a top quality mattress and adjustable base. They delivered earlier than they said they would. Overall a really pleasant shopping experience and they delivered exactly what they promised. We would return there without hesitation! read more

Exemplary customer service!!! The manager Teddy is outstanding, not only from the standpoint of really taking time to interact with the customer but also the depth of knowledge/ passion he has for his craft. I gained a whole new understanding of the components of mattresses from the the specific gauge size of the steel involved to the definition of a pillow top. He provides the customer with the tools to make the a great selection. We ordered and received and mattress in a few business days and even the gentleman after a long day of running deliveries offered excellent customer service. Excellent experience from the minute we walked into to the store to the minute the mattress was delivered. Major kudos to Teddy and the whole staff involved!!! read more

I went with my family to Ortho Mattress and had a great time...Adam Pennington our sales guy was great! He was knowledgeable and very helpful. We have bought mattress here before and we have always been pleased...thanks Ortho! read more

Buyer beware...you're essentially waking into a used car lot. We purchased a foam mattress a few weeks ago and we were questioning if we would like it. It felt comfortable in the store, but we were not totally convinced that we would like it. The salesman continuously assured us that we have a 60 day trial period and we could exchange it if we were not satisfied. He never once mentioned anything about a 20% exchange fee on top of the delivery charge. The mattress is way too hot but now were stuck with it unless we shell out another $500, $400 for the exchange fee, $100 for delivery. It was our mistake for trusting what the salesman was telling us and not reading the fine print. Salesman wins, customer loses. I checked the exchange policy at Sleep Train to see if this was an industry standard and they only charge a flat $150 on exchanges or they will refund 100% of your money. I wish I would have known this before dropping $2,400 on a mattress that I will hate for the next 15 years. Ugh. read more

I'll start by saying that any mattress salesman is a salesman and knows their pitch and is going to give it to you. Anywhere you go. The key is to keep an open mind, and keep your critical thinking going; its easy to be lulled into a story when you're laying down on comfortable beds. That said, the selection here is pretty decent. Prices are fairly comparable to others but nothing spectacular. I did get a pretty decent deal on a "clearance" mattress, which was priced definitely lower than elsewhere, but it was more of a one-off deal than standard stock. At least that's what i'm led to believe, and want to; regardless, it was much less than it would have been elsewhere so i'm content. As another reviewer mentioned, each mattress does have a "story" behind it and it's deal, which is great but can feel like a bunch of pitches over and over. If shopping for a mattress I guess the way to go is check out several locations nearby and see what's out there, and wherever has the mattress you want for the right price, get it. I'm happy with my experience here and would recommend checking it out if you're in the market. read more

Do you homework.....I thought we did after much shopping around! We trusted Bruce that the Ortho brand Foam Mattress we tried out in the store was what we were going to get.....WRONG! Only AFTER the purchase and delivery did the soft cozy form to your body mattress we tried in the store was FAR FROM the rock hard piece of crap that was delivered to us. Even better after calling to discuss our unhappiness ($1800 btw) they told me we needed to try it out for 30 days as the bed needs to be "broken in" did I mention we specifically discussed just that with Bruce that the bed NEVER changes form hence a 1 year comfort warranty that cost $158 and a lifetime warranty....on what at this point IDK since they don't do squat to make it right! OBVIOUSLY if a company doesn't offer a money back guarantee you should walk away....from this place RUN! Bad experience, bad customer service and very poor taste is left in my mouth. I would NEVER refer anyone to this place! read more

Run don't walk away from this store. The mattress I purchased I hated and since they have a "if you don't like it they'll refund you" policy I called to complain. That's when I was told that their "refund" is in the form of purchasing another mattress of the same amount or more expensive mattress. I then shelled out $800.00 more dollars, plus a delivery fee for the next mattress "up" and after paying a total of $2,100.00 for a mattress I'm finding that it is sagging only 3 years later. I'm again laying in a "canyon" in the middle of the bed. Lucky for me the company has a warranty department in case of this kind of thing. I just need to pay $60.00 for someone to come out and make sure I'm not lying about the huge drop off in the middle of the mattress, oh, then if they deem it is a problem with their mattress I'll have to pay another $99.00 for them to come take it away and deliver a new one. Keep in mind that they no longer make this model and the next one "up" (because they can't give me something less expensive and a refund) is another jump in the cost!! SLIMY, SLIMY, SLIMY. read more