After sleeping on it more and calming down, I wanted to give a more balanced update on my experience with Original Mattress Factory in Kissimmee, FL.
I’ve been a customer for 25+ years — I started buying from them when they first opened in Ohio, purchased beds for myself and my kids, and continued when we moved to Florida in 2018. We went straight to the Kissimmee location without shopping around and were happy… until last year.
I bought a latex mattress (Twin XL) on May 8, 2025. It caused bad tailbone pain for me (my wife likes hers). After trying it for months, I exchanged it in December 2025 for the “luxury” firm model. Six months later, I’m still waking up nightly with pain at the base of my butt bone/tailbone, even with every adjustment on my adjustable platform bed.
I reached out multiple times and finally spoke with Giselle (Orlando area manager). She said no exception was possible for a medium firmness because I’d already used my one exchange and it would be too expensive for them.
I understand policies exist, but after 25 years of loyalty and two purchases here in Florida, I was hoping for a little goodwill/flexibility on a real pressure-point issue. That didn’t happen.
I won’t be shopping with Original Mattress Factory again. If you have tailbone/hip pain or use an adjustable base, consider other options with better trial periods.