Let me start by saying that my wife and I shopped many stores for a mattress and the Original Mattress Factory had the best price and best quality by far. The team that delivered my mattress and hauled away my old mattress scored a 10 out of 10. My low score goes to the store manager. She was an older woman with shoulder length blond hair - just so you know who I am talking about. We shopped the store in November and then went back the first week of March to place our order. The models of the mattress had slightly changed from November. I asked the sales rep about some of the features and differences between the old model and the new model. He struggled to answer my questions, and she came out of the back to help him. In my opinion she then belittled him, talked down to him and was verbally abusive. She kept telling him that he was providing me with incorrect information and that he needed to read what was on his spec sheet. She had him totally flustered. I have managed very large staffs for large companies and if any one of my managers talked to an employee like that, they would have been looking for a job the next day. I should have walked out and went to the Original Mattress Factory in Mason. Isn't it funny how one bad egg can spoil your opinion of a company? read more

We are loving our firm mattress. Well built, solid, will last for many years. We stuck a mattress topper on it just to add a little cush. Sales staff told you real information and was not pushy. They also explained their products with knowledge. read more

Jana was an amazing sales person. I walked in said "I bought a king bed from the newport, KY location when it first opened. I believe late 90's early 2000's. Loved that bed. It lasted in my care 14 years and was in such good shape I passed it on to my brother. Then I tried several name brands, but kept dreaming of the OMF mattress. Well, enough of wasting money and now I am here to find my old mattress." Tried a few and on the 3rd try, I found it!!!! I told her to write it up. PLEASE, IF YOU DO NOT OWN A OMF PILLOW, YOU MUST GET ONE! It was so wonderful during finding my mattress. The support of the neck and head regardless of side or back sleeping is incredible. Chris Bryant and Hayward Young were the delivery team. Extremely polite and very careful while moving. It was a wonderful experience from beginning to end. Excellent value for the comfort. High Recommend. read more

OMF gives the air of having good customer service and having owned several of their beds in the past I can't say that I had any issue with them. Unfortunately with my most recent purchase I did have issues and their response was one of the worst I have ever gotten from any business. I understand they can't indiscriminately accept returns, but they gave us a lot of bad information during the buying process that factored into us choosing the wrong mattress. Their ratings system is awful. They told us that every orthopedic mattress they have is highly supportive (9/10) and we should choose between them based on comfort, so that's what we did. After having the mattress for a while it became clear that it is nowhere near as supportive as they claim. It is very saggy and has that hammock sort of feel. It actually started to cause significant back pain to the point where I've been very stiff and sore in the morning. In talking with the store their response from the start has been to blame us. We can exchange it for an additional fee. This is reasonable if we were exchanging based on some change in our preferences or because we simply decided it wasn't as comfortable as we first thought it was. That is not the case, it is terribly lacking in support. We were given bad information about the mattresses. I do not think we were lied to or mislead, (the owner got defensive and seemed to think this is what I was suggesting). I just firmly believe that their info is flawed and their sales pitch pointed us in the wrong direction. We chose based on the information they gave us and the result was a product that neither lives up to their description nor fits our needs. Their sales pitch describes factory direct quality and prices. Don't be fooled. It is a sales pitch, nothing more. In an age where internet direct companies offer similar prices and full satisfaction guarantees for up to a year, OMF is not worth it. read more

I have bought two mattresses from this store. I called to get more information on what I can do to make my most recent purchase more comfortable and the manger GREG GIBBS would not let me speak, ask questions, or explain my situation. He talked over me, refused to give me company information, and disrespected me over and over again. Every time I would ask him to let me speak he would recite policy over top of the questions I was trying to ask. Asking for help from a company Ive spent thousands of dollars with should not result in being berated, belittled and disrespected. This is no way to run a company and talk to a human being. Im disappointed a company would employee someone like this. I will never recommend or buy from this company again and I will tell everyone I know to not step foot near your stores. Disgusting the way a company can talk down to someone and laugh at them over the phone when they are asking questions and trying to get help. Im dissapointed at them as a company and also on a human level. read more

I just received my second OMF mattress and I plan to sleep very well tonight. The delivery went very quickly. I was lucky to be the first delivery of the day, so the 3-hour delivery window really didn't apply. Shopping was easy, especially because I knew just what I wanted. The salesman made two suggestions, both of which worked out very well. read more

I have a badly injured back from my time in the Military. I am partially disabled from a wartime injury. I called and spoke to Greg Gibbs. I told him I needed a mattress because of my service related Injuries and the pain I'm in. He began to laugh out loud mocking me and my military service. I have no idea what was going on. Everything I said he would laugh, talk over me and interrupt me. This went on until my girlfriend who was listening next to me got on the phone to ask him to be professional and help answer our questions about a mattress. Greg than began mocking her as well and speaking down to her until he hung up on us. We called back and we're hung up on 3 more times. Greg Gibbs is the most unprofessional person I've dealt with in all my years. Apparently he was too Woke to care about his job. read more

The mattress selection/price delivery window etc were all generally acceptable. This was all undone by their delivery people. My wife has a blood disorder and we can't have unmasked strangers inside, so we decided to use "garage" delivery and have them haul away two old mattresses. One of them was an old foam mattress from an RV that had been in a storage closet for 5 years, then outside in the garage for several days prior to delivery. The foam mattress had a bug shell on it that the delivery guy decided was a bed bug. He took a picture and sent it to his boss, who was driving, but the supervisor couldn't tell either. This was a single bug shell on a foam mattress, that had been in a closet for 5 years, then in a garage for a few days, that neither guy could positively identify. There were no signs of a bed bug infestation. One shell. Not bunches of shells, or any live bugs. One shell. I understand about cleanliness rules etc, but we were not informed about checking for this when we made the purchase. Maybe it was in the "fine print" somewhere, maybe not. My guess is that the delivery guy just didn't want to mess with hauling the two mattresses on and off the truck. read more

I LOVE MY NEW MATTRESS AND ADJUSTABLE BASE! My entire buying experience was as awesome in March as it was the last time I bought from y'all. But this time the mattress came out to my Arizona home. And this high quality bed cost easily a thousand less than comparable sets I found in Arizona. I recommend you all the time. Thank you so much! read more

I knew exactly what I wanted. I had the forethought to call my local OMF and ask if the mattress set I wanted was in stock. They said no, I would have to go to the factory. I made sure it was open late enough for me to go but did not check the times for pick ups. I got to the factory about 7:30pm. The salesman was super nice and even went in the back and got my mattress even though it was after 7, when the forklift driver leaves. He helped my boys load them in the truck and secure it and we were on our way. Above and beyond. read more

Mattress buying may be one of the most monotonous daunting tasks.... So many brands, so many styles, so many stores! Make it a little easier and shop local at the same time. This location has the factory in it as well with a viewing window to see how your matress is made. Our saleswoman was ok. Wasnt pushy but wasnt around as much as i'd have liked her to be either. Its a small showroom with abou 20-25 beds out. Each is named for what it is. Firm, plush, pillowtop, no confusing names. They're grouped by "brand types" or model types. Theres your basic, single pillowtop, double sided pillow top, foam. The prices arent too bad either and they even come with warranties, some for 12 years!! read more

Salesman was knowledgeable about type of mattress we were looking for. We purchased our previous bed from Mattress Factory but aren't sure when. The salesman tried hard to look it up even in the years before computer records. Deliver was fast and delivery men were very friendly and pointed out the quality and popularity of the mattress we chose. read more

Purchased a California King mattress (72" wide x 84" tall) Sept 2012. We didn't measure it right away when we received it because we never would have thought one could screw up mattress measurements. After the delivery folks left (with our old mattress) we measured it and sure enough it was 2" too short (which is even outside their own specs of variance). That might not sound like a lot, but when you are as tall as I am, it means everything. Besides, 2" too short means the difference between a King (76 x 80) and a Cal King (72 x 84). We didn't pay for a thin King. We want what we paid for. Took 3 calls, then they came out and measured and admitted it was too short. We tried to get a replacement at the correct size. Original Mattress Factory wouldn't do it. They tried to claim "all the coils come from their supplier that way" either indicating they themselves knowingly purchase inferior quality (probably trying to save money) and defraud all customers who don't know any better OR they are lying and simply messed this one up and don't want to have to deal with making right by the customer. Worse, our old mattress is gone. It was taken away in a dirty truck to god knows where - we don't want it back. If they take their incorrect-sized mattress back and won't replace, we have nothing to sleep on. We are forced to go out and buy a new mattress elsewhere in a situation where we cannot wait for a good deal or sale meaning we will have to overpay. We never would have purchased from Original Mattress Factory had we known this much of a variance could even happen (again, a variance outside their own specifications) and this much nonsense was a possibility. Paperwork and documentation upon request. We will repost this complaint everywhere... read more

The sales manager did a fantastic job of informing us about the differences in the mattresses, but in a no pressure manner. We ordered our mattress and had it delivered and set up in just a few days. After a week now I can say its the perfect one for us. This is my second Original Mattress, and when I need my next one I'll head right back here. Everything should be this easy to select and purchase! read more

We have three OMF mattresses and just added a king size set as a fourth. Shopping for a mattress at this company cuts to the chase and eliminates the confusion that is created by other mattress sellers. The delivery team was very good at their job and capped a satisfying buying experience. read more

Very helpful and knowledgeable sales staff. I never feel pressured. I appreciated the knowledge he had of the entire industry and why different beds are made differently. The delivery crew was very helpful, courteous and friendly. Highly recommend purchasing a bed from original mattress factory read more

This was the first time that I purchased a mattress set and I looked first at this location. Since I didn't know what to expect, I decided to shop around for a bit and as I looked at other locations I realized how much The Original Mattress Factory cared about me getting the best product for me and not the most expensive. By the end of shopping, I couldn't wait to make my purchase here and had no buyers remorse since I knew I was getting a great set from a stand up company. They were not pushy and explained to me everything that I needed to know. I have already recommended this store and location to others and am sleeping so well in my new bed! read more

We loved the service from the OMF! No hard sell and easy delivery. We are really enjoying our new mattress as well!

Asked sales associates on 3 occasions about removal of foam mattress and plywood base and was told no problem. Delivery shows up and says they will not remove plywood bases; showed them the door. Thanks for nothing OMF. read more

They are great when the mattress works out but if you have any problems forget it. Terrible customer service, we have to pay them more money to make a change from a mattress that is nothing like the one in the showroom. It meets their specs is all they say. Mike was condescending and rude. All our mattresses are from here but this is our last from them. Stay away! read more

Be cautious when you walk into their showroom near Fairfield because they will not provide you all the information one needs to know when making a selection. My wife bought one of their top of the line beds which included their tallest box springs. Unfortunately we had to learn the hard way that the extra height of the box spring can cause a wobble effect and create a lot of bed noise with any kind of movement. When we contacted customer service about replacements box springs with a lower profile we were given quite a hassle and charged an extra $100.00 plus. We have never been so rudely treated by a retail company and we would advise others to shop elsewhere. Service after the sale with these guys...........forget about it. Mike was a real horses a..........not sure how they stay in business with employees like him. read more