ComplaintsforMetro Mattress Corp.

• Initial Complaint

  10/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a mattress from Metro Mattress in Oneonta, NY on 10/3/2024. I purchased using a promotional 0% financing. Today 10/24/24, I received my first bill. There was a charge of $92.85 on the bill. I called Metro Mattress and spoke to the salesman Eoin that we dealt with, and explained that we were never told of this additional charge and could it be removed. He called me back and said that unfortunately, it was an oversight on their behalf and there was a 2% charge if using the promotional 0% financing option. I explained that we had no knowledge of this when we made the purchase and that we should not be responsible for the charge. He agreed-even stating that other customers were upset about it as well, but that it was a ********* bank decision and not Metro Mattress and that we would not be getting a refund.

  

  Business response

  10/25/2024

  Good afternoon, customer opted for the long term (5 year financing) that is with ********* bank.  With the long term financing ********* does charge a one time 2% service fee to utilize the promotion for the long term financing.  This is a ONE time fee by the bank not Metro Mattress.  Customer did sign the paperwork acknowledging the 2% fee for utilizing their long term financing.  Please see attached documentation.      

• Initial Complaint

  10/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a mattress a few months ago. It took 2 months to get it delivered to the store so I can pick it up, but then the store closed. Now 2 months later they say they cannot find the mattress and refuse to give me a refund on a item I didn’t receive

  

  Business response

  10/23/2024

  Good morning, this was an associate purchase that the associate held at the store and did not pick up.  The associate was waiting to take the mattress until they visited their family member in NJ whom they purchased the mattress for.  In the meantime, the store location did close down.  We needed to complete inventory and verify that the associate did indeed not pick up the mattress until a refund was processed.  The associate did not have the original form of payment to process the refund so a check refund has been submitted to the associate.  The associate was already made aware of this on 10/22 by the manager.  Thank you.

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought an adjustable bed from Metro Mattress in September of 2021 and a 10-year warranty for $99.99. Last month the part of the bed that holds the mattress started separating from the frame. I went to the store to file a claim and was given a number to call. I submitted the required documents and pictures and was told to wait a week. After a week I called for an update. My claim was expedited to another department and I was told I would hear something on Wednesday. Today I received an email stating that the issue was not covered. This is unacceptable. Why sell a warranty if you are not going to honor it? Due to this issue, the mattress is uneven, making sleeping restless and uncomfortable. I have since placed a board on the frame to support the mattress. 

  

  Business response

  10/22/2024

  Good morning, the customer purchased the 10yr warranty through ******** which is a 3rd party.  Metro Mattress does not have any control over ******** as they handle their own warranties.  We do not have access to their records as to why the customer's claim was denied.  Customer would need to contact ******** directly at *************  Thank you.

  Customer response

  10/30/2024

  I previously attached the bill of sales which also contained the price I paid for the warranty. The company stated the warranty does not cover the problem. I don't have anything else to submit.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a mattress at metro mattress Watertown,Ny on 8/11/24 store a very pricey mattress may I add. At first we weren’t sure we were going to buy such an expensive mattress and left the store not purchasing it. Within a few days we got a call from the manager or salesman telling us, he found the exact mattress we were looking at in a store that was closing for a discounted price $4,400.00. We stressed to him are you sure it’s the exact same mattress that we were laying on in your store, knowing that that mattress would only be a few years old, because it had just been updated. He had stated yes. So we accepted the offer and purchased the 10 year warranty plan.The mattress was delivered. We were so excited to sleep on the first night the next morning we got up and realized that it was not the same mattress that we had laid on in the store, so we contact the store , then we were sent to contact the warranty company. Needless to say we got bounced back-and-forth contact this one contact that one now we are being told that it isn’t the same mattress that we laid on. It is an older model which was going to be a five year old Mattress in February according to the tag on it. We laid on the new version of that mattress called the ********** in their store, they call it the same ***** ******. They sent me an older version **********, which is a step down from the ********** or there ***** ******. So I’ve done some investigating and have found out that the ******* * ***** mattresses that are in Metro Mattress are name differently than if you go to the ******* ****** website. We want our money back for the Mattress, all their offering us is to come to their store pick out a new mattress of our choice equal or greater value or pay the difference for the ********** or what they call the ***** ****** mattress the mattress we were told we were getting to begin with. If they can’t give us our money back give us the correct mattress we were told we we’re getting.

  

  Business response

  10/09/2024

  Good morning, an exchange has been scheduled for 10/10/24.  Thank you.

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a mattress May of 2023. After 6-7 months it had a deformity in it. In April, 2024, they agreed that it was a warranty issue and told me I have full store credit. I settled for a duplicate but had to pay $50 for delivery. On Monday, Sept. 23, I contacted the store and told them that the new mattress had the same issue already. Nick said he would call me later that afternoon or tomorrow. Never heard back from him. I called him Thursday, Oct 3rd and said the couldn’t give me a refund. But a store credit ….again. And pay another $50 delivery fee,,,again. I’m not interested in another mattress from this store. I want this over and walk away with a refund.

  

  Business response

  10/07/2024

  Good morning, if the customer is having a warranty issue we can certainly assist.  As the customer was already promised by the store she can receive the same mattress or can reselect to something different of equal or greater value.  The manufacturer does not offer a refund only a store credit if the mattress is deemed defective.  Attached please find our refund policy.  I have also attached the manufacturer warranty guidelines.  

  Customer response

  10/09/2024

  This is the second mattress that has defects. Why would I want to keep exchanging it for a new one when most likely the exact same thing will happen. And I have already been required to pay an additional $50 for delivery for mattress number 2. So I just keep investing $50 for each mattress that is delivered? That’s ridiculous. Plus the chance that they will go bankrupt in the near future as some of the chain has done.  When is enough enough.Thank you.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a floor model *********** mattress on 8/27/24; delivered 8/31/24. I also bought a mattress cover for $249.99 before tax. The total was $2554.53 to be paid through ********* account. Btwn purchase & delivery, I was contacted by the salesman b/c he forgot to add the 10y warranty to the purchase so I paid an xtra $108 by debit over the phone. While choosing the mattress he told me this was a final sale BUT if I really hated it, he could get me into the other model I was looking at (LIE). I didn’t think I would hate it. After sleeping on the mattress, my neck & shoulders were more stiff & sore than ever! I found out the hard way; it’s very different sleeping on the mattress than testing it in store. I went back and explained to him that I am disabled due to a severe head injury, my neck & shoulder pain is worse from the mattress & that I’m on a fixed income r/t the disability. It was a BIG stretch for me to make this financial commitment. I did so hoping it would improve my pain but now it’s worse! I asked to make an exchange, pointing out the cover & warranty. He offered to sell me another mattress on top of this one. I said that was impossible. He said it would be a health hazard to exchange a floor model & could be fired. He said we should walk on the mattress. Days prior, ‘mattress won’t change shape for decades’. After calling HQ 3x, they had they store manager call me with same result & offer to sell me another mattress; said they could lose ****** contract. He told who to ask for @ HQ who is the ‘head of customer service’. Her name was listed on directory but someone else picked up, said A.D. is no longer there & she took over her position ‘as accountant’ !? She said she could help direct my call but kept snickering while I was explaining my situation to her! She said she would ‘have someone call me shortly’ but I’ve heard nothing! Customer satisfaction is not priority! Every morning I wake up unrested & in pain.

  

  Business response

  09/16/2024

  Hello, customer has gone into our store and reselected a different mattress and is scheduled for delivery on 9/20.  Thank you.

  Customer response

  10/14/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.    The new mattress is still very uncomfortable.  b Regards, ***** ********

  

  Business response

  10/15/2024

  BBB spoke to an administrator at the business and the following was relayed:  This customer purchased a floor model.  Floor models are not eligible for an exchange.  However, as a courtesy and a good faith effort of resolution- we did allow the customer to do an exchange and reselect a new mattress at no cost.  Therefore, there is nothing more that we can do at this point.  Thank you.

  Customer response

  10/18/2024

  I do not find the response from the company acceptable. The mattress was not exactly exchanged “at no cost “ as they stated. I am now in a contract to pay $6725.99 for a mattress that is completely painful for me to sleep on. This mattress I exchanged for is considered ‘soft’. It does not feel like the one in the store! I am completely dissatisfied with my transactions with Metro Mattress and would like to return the mattress !!

• Initial Complaint

  09/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We are currently in the 90 day period of receiving our mattress and are not satisfied. We went to go try new mattresses and found out all the stores in our area have permanently closed. I am requesting to have this mattress picked up and be provided a refund since we are not able to test out the mattresses in store. We were also extremely unsatisfied with our experience as we were told two days that our mattress would be coming that I took days off from work and the mattress did not show up. Our sales associate promised to call us each one of these days, but never did. We had to follow up every day for two weeks for updates on why our mattress never came multiple times and a price adjustment that was promised due to new sale.

  

  Business response

  09/10/2024

  Hello, I left 2 voicemails for the customer to inform the 2 locations open near them are in Seekonk, MA and Leominster, MA.  Both locations can assist the customer with the comfort reselect. 

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  08/13/2024 My name is ****** *****, I was trying to help a friend of mine (**** ****) purchase a bed. She sleeps in her chair at this time. **** is 84 years old and homebound because of late effects of injuries caused by an automobile accident. I went to Metro Mattress, **** Erie Blvd. Syracuse, New York to shop for a bed. After discussion with **** and the assistance of Three sales people, I chose a bed that I thought would be beneficial to her. After the bed was delivered and **** tried it, the mattress slips off the base when sitting on it. She now is afraid of falling and does not want this bed. When reaching out to the sales personal they said they are unable to return the base which is electronic but would return the mattress for one of equal or less value. At no time did anyone of these sales people warn me that if an electronic base is purchased it could not be returned, knowing the elderly person buying the bed could not come in to the store room to try it. I would not have purchased this type of bed had I been made aware of that condition. I was not ask to review the "Terms and conditions of purchase" I have called and ask to speak to a Manager to no avail.

  

  Business response

  09/09/2024

  Hello, I spoke with **** whom is the representative for the customer and she will be going to the customer's home this week to see what the actual issue is.  We offered to send someone out to the home to see what the issue is with the base.  Customer was not willing to do so.  Also, offered that customer can do the 90 day comfort reselect on the mattress if the mattress is the issue.  Representative understands that the adjustable base is not returnable and that we will send a technician out to the home to see what the issue is to resolve.  **** will be in contact with me this week for the next course of action.  Thank you. 

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased on 3/10/2024 ***** ******** *** ****** **** **** *or $4,099.00 with 365 night warranty not indicated on receipt ***** **** ********** **** *or $2,299.00 Metroprotect cover for $149.99 ***** ***** 0.0 pillow STD for $79.98 Wick 6/6 ***** for $119.99 I wanted to cancel bed and send back to get store credit but was told by Pablo I have to exchange the ***** for a mattress if the same value On 4/29/2024 I exchanged for ********** ******* *** ** King Mattress Pablo informed me the 365 night warranty did not apply to ********** after I submitted the warranty claim and was denied by warranty department. I tried to call Pablo back on his office number but got no answer and MetroMattress is Shelton, CT is permanently closed leaving me strained with unanswered questions. I am asking for a full refund for the mattress purchased

  

  Business response

  09/04/2024

  Hello, customer made a purchase with us on March 10th, 2024 and did qualify for the one time 365 day comfort guarantee.  The customer choose to utilize the comfort guarantee on April 29th, 2024.  On the customer's exchange receipt (please see attached) it clearly states "This is a on time exchange within guests 365 night trial.  Guests are placing exchange order within the first 30 days.  The comfort trial is one time reselection it is not unlimited.  The customer stated that she was having a manufacturing issue with her new mattress of the ****** **** ********  ****** **** carries all warranties on their mattresses, Metro Mattress is a retailer for the manufacturer.  The customer filed a warranty claim with ****** **** and they denied her claim as they did not deem their to be a defect.  We have no control over the manufacturer warranties for what they approve or what they deny, they have certain guidelines and measures as to what they consider defective or not.  I have attached our return policy, comfort guarantee policy (one time reselection for equal or greater value) and customers receipts.  Thank you.   

  Customer response

  09/13/2024

  Hi I will not accept offer from business Metro Mattress. The location for *** Bridgeport Ave Shelton CT ************ is permanently closed. I have tried to contact the business and have not received a response. I started returned process on 8/11/24 I was not notified from business store was being permanently closed. I am requesting a full refund and for balance with ********* bank to be paid in full from business. I sent in a dispute with ********* Bank they are aware of the Metro Mattress store *** Bridgeport Ave Shelton CT ************ is permanently closed while return was already in process. 

  

  Business response

  09/13/2024

  Good afternoon, Metro Mattress is not closed.  We closed the Shelton, CT store.  We are very much still in business.  The customer was not in the middle of a refund.  They already utilized their one time comfort exchange and Simmons ****** **** denied their warranty claim.  There is no refund to issue the customer.  Attached please find out comfort exchange and return policies.  Thank you.

  Customer response

  09/16/2024

  In regards to complaint #********, I will not accept the offer from the business with Metro Mattress. The location for *** Bridgeport Ave Shelton CT ************ where I purchased the mattress on 3/10/2024 is permanently closed with out notifying me, the customer. Pablo the store manager at Metro Mattress in Shelton CT did not notify me or bring to my attention during the conversation of the future permanently closure of Metro Mattress during the warranty claim request process when we met at the then open Metro Mattress on 8/11/2024. As a customer I was not notified of Metro Mattress abrupt store closure. I checked the website for Metro Mattress store communication channels and did not see any posts or notifications that the mattress store would be closing that location. I emailed Metro Mattress warranty and customer service to understand the reason for the closure and any steps they may offer to their customers, like refunds or alternatives or directing to me a different store location where a different sales rep could have handled my return process which was started on 8/11/24 with sales associate Pablo at Metro Mattress ***-B Bridgeport Ave Shelton CT 06484. I have tried to contact the store ************* and it is no longer a working number. Metro Mattress in Shelton CT has closed and failed to deliver me with excellent results from this mattress as promised and leaving me stranded in a financial loss and an unexplained reason as to why the store closed so abruptly with out notifying me of the closure. I am requesting a full refund and for the balance with ********* Bank account to be paid in full effective immediately. I sent in a dispute with ********* Bank they are aware of the Metro Mattress store *** Bridgeport Ave Shelton CT ************ being permanently closed while warranty claim request was still in process at the store.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/4/24 I went into the Clifton Park, NY showroom and stated I needed firm support with a soft top and was looking to spend between $800 and $1200. Lucas said everything in that price range was garbage & kept trying to get me to buy the $4,500 *********** and that it was his PERSONAL mattress. I was talked into buying a $2500 mattress with the 90 day comfort exchange and 0% financing. I immediately noticed it lacked in the support I needed, but was told to let it "break in". After a few more weeks I decided I could not keep it. I was shocked that I could only exchange for equal value or HIGHER! Don't you think that should have been explained to me before I was conned into spending $2500 with "NO risk"? What they are actually selling is a mandatory upgrade. Desperate for relief, I felt I had no choice and was talked into a mattress that was $1000 more. Lucas now said that THIS mattress was now his personal mattress. What a liar! He said just sign here and he could just add this to my financing. That was it. I figured if I did not like it, I could return it. After just 3 nights I knew it was not providing the promised support for my spouse and I. Pluss I realized the mattress was WAY overpriced. At this point I just wanted my money back. I was SHOCKED to find out that the sale was final and I could not return OR EVEN exchange it! That was never disclosed NOR posted anywhere. Shame on them for not telling me this was NOT exchangeable nor returnable. I went back in and complained to his manager and he said "sorry, there is nothing we can do"...unless you want to upgrade again! Upgrade?!!! This whole set up is just to trick people into mandatory upgrades or you're stuck with an overpriced mattress that hurts your back. This was INTENTIONALLY MISLEADING, to fail to tell me the sale was final after spending $3800! IT is illegal to sneak and hide this information on the back of a receipt you don't get till after the sale! I want my money back.

  

  Business response

  08/29/2024

  Good afternoon, customer purchased from us on July 4th, 2024 and was eligible for the one time 90 day comfort guarantee.  The customer chose to utilize the comfort guarantee on August 22nd, 2024 and chose a different mattress.  Customer received delivery on August 24th, 2024 and is not happy with that mattress either.  Customer was offered a 2nd comfort guarantee which we do not offer, this is a one time offer.  But we were trying to make the customer happy and offered another reselection.  Customer opted that she did not want to reselect.  We have offered the customer a resolution that they chose to decline.  We can still honor the reselection if the customer would like.  I have attached all signed documentation by the customer as well as our return and comfort guarantee policy.  Thank you. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩