ComplaintsforMetro Mattress Corp.

• Initial Complaint

  09/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a split queen adjustable bed on 9/4/22. It had to be ordered as they did not have any in stock. Paid $1000 down payment and financed the remaining $7000. We were charged the price of a king as they said queen/king are same price. Salesman said he would call when it was in. Came in and was delivered on 9/16/22. After sleeping on it that first night we realized it was just too narrow. I called the next morning 9/17 and said I would like to do the 30 day guarantee exchange and get the king size. Salesman informed me it was a final sale. I said it says 30 day quarantee and he says you signed the receipt. It’s all on the back. The verbiage on the back was not discussed. The only thing he said was if it look longer than 30 days the 30 day exchange would not apply. The bed was delivered in less than two weeks. He said he would need to get with a manager and call me back. 9/19 I called the store as I had not heard anything. At 3pm someone finally answered. I asked for the salesman and this person says we are busy someone will call you back. By 5pm I called the Ithaca store and talked to that manager. She said it was unacceptable I was being ignored. Said she would get on it and someone would call. 8:30 that night Horseheads manger called and said he would need to get with regional manger. 9/22. No call so I call again. Salesman said they will exchange the mattress but not the base. I was upset about this as the mattress won’t fit. He said nothing he could do. I asked to speak to his manager. He said he can’t give out that info. Husband and I discuss and decide to just get the mattress. Call on 9/23 to say go ahead. I’m now told that they will require 20% of the price of the queen mattress before they will exchange it. That was not what was said the day before. I’m not spending another $1200. I have asked repeatedly to talk to the regional manager and I’m told he’s too busy. I understand a restock fee but not this much. I want someone to call me.

  

  Business response

  10/11/2022

  A Regional Director will contact Ms. ******* this week. 

  

  Business response

  12/16/2022

  Metro Mattress will await Ms. ********* response as she noted. 

  Customer response

  12/19/2022

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  i was contacted by a Regional Director and he agreed that I should be allowed to make the exchange without the $1200 restocking fee. The new mattresses were delivered on 12/17. He went out of his way to talk to me and after months of trying to get someone to call me back I am very appreciative for all his help. The exchange for the bigger size was all we wanted all along.   Regards,  ******* ******* 

• Initial Complaint

  09/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

       I want full refund to my bank card immediately Mero Mattress sold me a mattress + box spring tht they knew was not available in store or Syracuse Warehouse.

       They knew the factory in Pennsylvania did not have any in stock. Ken District Manager + May Assistant Store Manager assured me the mattress would be MANUFACTURED the next day + shipped. Expected delivery Sept 15th. Received call Sept 14 with date pushed to Sept 24 MAYBE!! Cancelled order and I want my REFUND to my BANK CARD I used.  Scott said it will take 2 weeks. I want immediate REFUND!

  

  Business response

  10/11/2022

  The customer has been refunded.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mattress 2 1/2 years ago for 4000. It came with a 10 year warranty. In the beginning of may I filed a claim with the store and I was told I would have an inspection within 4-6 weeks. It has now been almost 12 weeks and I have not heard anything. I have spoken to the store numerous times and am always told they would follow up but they never do.

  

  Business response

  07/18/2022

  This is in response to the complaint filed by **** ******. The customer submitted a claim form in 05/04/2022. An email request for photos was sent in 05/13 with no response. On 5/26 an inspection was ordered through a 3rd party inspection company. The store reached out to the warranty department on behalf of the customer on 6/7 and the phone numbers were updated in the inspection order.  On 6/30 an email was sent to the inspector's supervisor. On 7/7 a call was placed to the inspection company and on 7/16 Metro Mattress was informed that the local inspector had been out due to illness. On 7/13 another inspector was assigned. The customer was contacted on 7/18 and an inspection was completed that day (today). It takes 7-10 business days to review the claim after the information has been received. 

• Initial Complaint

  02/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased mattress in April of 2021… the mattress on the left side has huge lump like a bubble. Then there is a sink dip in it.. The examiner came out and agreed that there was a defect…. After a month I had to call and get an update. It was a 4 month process to even get someone to come out… In January the rep at the store stated that they had submitted another warranty claim, to date I had no follow up. Today February 26th I called the store and was told that there was a claim, but she would have the regular rep call me… Getting consistent follow up is impossible at this specific store..

  

  Business response

  03/11/2022

  Ms. ***** was inspected in November of last year after several attempts from the inspector to schedule a date for the inspection, spanning several months. Upon inspection the mattress was shown to have signs of staining (photos attached). All mattress manufacturers void the warranty on any mattress to show evidence of staining. Ms. ***** was informed of this discovery. She then claimed there was no staining and requested another inspection. At her request her local store submitted another warranty claim request and another inspection was ordered at no cost to Ms. *****. 
  The inspection company that Metro Mattress hires is a 3rd party inspection company and is not a part of Metro Mattress. Metro Mattress has no control over the inspectors or the timing of the inspections. 
  Ms. ***** local store has been following up with the warranty department on her behalf. At this time there are no updates from the inspection company other than the customer is in their system to have another inspection performed. If, during the second inspection, there is any evidence of staining, Ms. ***** warranty will be void.

• Initial Complaint

  02/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order for a mattress, box spring, a five-sided mattress cover on 2/7/22 in the Henrietta, NY location - order # **********. The order also included two pillows as gift with purchase. My delivery was setup for the next day on 2/8/22. At time of delivery I received the mattress, the box spring and the two pillows. I did not receive the five-sided mattress cover, a item that cost $150 before tax. I called the Henrietta store that same day about the missing item who then attempted to call the delivery department at phone number ###-###-#### and did not hear back. Store associate offered to have cover shipped to store and for me to pick up on February 11th. This is not acceptable and I want the cover shipped or delivered directly to my home as promised at time of purchase and told the salesperson this who understood and was going to try and call the delivery department again. I called the delivery department the next day myself on 2/9/22 and was told by very rude woman that a manager would call me back. No call back was ever received. I then sent an email to the service email that night and received a response the nest day 2/10/22 that someone would look into this. After several hours I called the delivery department again and was told the local store would be reaching out to me "momentarily" because they "do not handle this kind of thing". I have made a purchases just shy of $5,000 and put a down-payment of $493 and cannot get a response about missing parts of my order even after multiple attempts to get this corrected. If this is not corrected in next 48 hours, I will be demanding a full and complete refund without penalty.

  

  Business response

  02/15/2022

  The mattress protector was delivered on 02/11/2022.

  Customer response

  02/15/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Regards, ********* ********

• Initial Complaint

  01/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a mattress and movable base from Metro Mattress on December 1, 2021. They were delivered the following day. The first think that seemed odd to me is that both products were brought into my house without being wrapped. They were set up and all seemed fine. The base that was delivered was NOT the base that I ordered. The next day the movable base malfunctioned and didn’t move out of the position of the feet being up in the air. I had to sleep this way for 2 days! The associate that I was speaking with spoke to me and came to my house to see what was wrong. He monkeyed with it and got it to work again. He verified that if was the wrong base. I told him I didn’t wish to keep a movable base as this experience scared me to death. I was out of town for a week following this encounter. After returning home the gentleman and I spoke. I stated my wish and he told me they were not allowed to return movable bases. I called the company headquarters and a regional manager called to discuss the issues with me. She was very short with me, repeating that they could not return the movable base. I explained all the issues, and refused to accept her decisions. She called me back saying she would pick up the wrong base and bring a standard base. I, at that time, purchased the metal frame for the base to set on. The associate Kate from the store showed me a very nice base but that was NOT the base they delivered. The regional manager did not send an invoice with the delivery crew as she tasted it would be an even exchange! The difference in the products I now had was approximately $500.00 less. The following day I spoke to the store associate and he called the regional manager and said she would throw in a pillow and sheets and a gift card. I do not want to pay for things I did not order….the difference in price of the products need to be returned to me with an itemized invoice to verify prices. Additional complaints occurred but I’ve run out of room to explain them here!

  

  Business response

  02/02/2022

  After reviewing the customer information Metro Mattress has decided to refund the customer the difference. It could take up to two billing cycles for this to reflect on the customer's account.

  Customer response

  02/05/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Regards, ***** ******   My concern here is that no amount is listed! Prior to this correspondence I was given a statement that listed half the amount that is owed! Should that be the amount that will be refunded to me I do not accept that determination! This will be acceptable if the amount of the refund is what is owed to me. How can I accept or decline this offer when the amount is not stated. I do not trust this business as they have tried to cheat me from the very beginning!   I still have issue with my doubt about delivering a new mattress to me since they said the packaging was left in the delivery truck!***** ******

  Customer response

  03/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I previously filed a complaint but must file another! I purchased a mattress, base and other small items on November 26, 2021. Delivery occurred the following day. It was brought into my house without any wrapping. Following the delivery I noticed the base was the wrong one and malfunctioned! Later it was discovered that the mattress was deformed and buckled. With much discussion and phone calls an amount was refunded! The refund was incorrect. More calls ensued. I went to the store to hopefully correct the amount to be refunded. The store associate printed up an agreement that “ I agreed and was satisfied with” an amount that was less than half the correct amount! I ripped up the “credit to customer” printout. Once again after more calls I met with the associate. In trying to correct the error I noticed an additional $50 was added to the original invoice. During the original sale, the associate said I guess you’re getting $50 off the pillow as it was written, and financed that way.While in the store trying to correct the refund amount, which I didn’t agree with because the taxes were not figured in his calculation. Additionally the original invoice was changed to include the $50 that was not originally charged. He refused to refund me that $50 amount. I did not think that an original amount on my invoice could be changed. I went through hell with this company. The refund was written on 3/11/2022, which I have yet to see on my consumer credit report. This amount was not agreed upon by me because of the $50 discrepancy yet that’s the amount they decided it should be! I am disgusted with the bad treatment I received from this company and it’s employees. The service was not what I should have received and I believe they attempted fraud. Never before in my 71 years have I been treated so poorly!
  

  
  

  
  Regards,
  
  Kathy Trubia
  
  
  
  
  

  

  Business response

  04/08/2022

  This is in response to the complaint filed by ***** ******. Metro Mattress refunded ***** the amount of the adjustable base minus the cost of the foundation and frame that replaced the base. The total refund came to $1112.40 on ******* ********* Account. I am attaching these documents as proof. 

  Customer response

  04/28/2022

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Consumer relayed to BBB via email: I received the answer from Metro Mattress. I must say they have all the answers but some of them are lies! I emailed an explanation of the difference they got concerning the pillow. If you notice I only signed the original receipt which has the pillow listed as costing $99.99. Then on their page 3 they state an upgrade of such pillow with a cost of $. 149.99. When the associate sold me all the items listed on the original receipt, that associate stated that I got a deal on the pillow. Later when the company realized that the products I purchased were not the ones that were delivered to my home! They didn’t like that I realized the mistake and changed the price of the pillow after I signed the receipt with the $99.99 price! Several other attempts to deceive me occurred! ( see enclosed copies )I wish this complain to be completed as much as they do, but after all the deceit they put me through I will not be satisfied with them taking an additional $ from me……$21.61. 

  
  Regards,
  
  Kathy Trubia
  
  
  
  

  
  

  

  Business response

  05/09/2022

  I am attaching a copy of the ********* refund as well as the credit memo for the refund of the $21.60 that Kathy requested.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Their saying I owe $3,332.19. I gave Shanan L. $40.00 down on the bed that I originally was going buy. About week or 2 later. I called him, I said I don't want to go that high. He said that's np, I got another bed that came back returned. I can give you that bed b4. I said that be fine. I called him I said b4 I get it can come measure my bedroom make sure it fit. He came up he measured my bedroom, him and my neighbor ** *****. They both said it **** (unable to read) fit. ** went back home. I gave Shanan that night $2,200 in cash. When I did, I said now remember I gave you all together $2.240. He said yes. He put it down on my new receipt. I called Shanan at the store 2 days later. I said I need my receipt. He said I'll send it to your email, which he did. But he didn't have me sign it. That's the only receipt he gave me through my email. Now ******** bank says on Sept 18 says $6,570.90. I called them and said that was for the 1st bed but I cancelled it. I got a bed for 4. I have proof through text that he sent me and my daughter he was going to make this right. He never did. This went on from Oct. until Dec. going into Feb. If you need all the text and the signed paperwork, I got proof of my receipts from Sept 18 - then on Sept. 23. I cancelled the first bed for $6,570.90. My daughter was with me both times. I gave Shanan L. $40.00, not $25.00 down. I got a bed for the bank, I called 3 or 4x on this saying, I did not get that bed. I got another one for $4, and I gave Shanan L. $2,240 not $2,225. I got things written down also on my calendar. I always write things down. For my own proof. I got the bed Oct 18, 21 at 10:30 am. My downstairs neighbor was here both times when Shanan was here.

  

  Business response

  01/27/2022

  We here at Olean Metro Mattress. **** **** ***** street Olean NY 14760. Deeply regret any misunderstanding Ms. ****** had gathered during her and after her experience with us. All adjustments and or price adjustments offered and suggested to Mary were made. The product she purchased originally cost any other person in this world 25% more than what she paid. As you can plainly see not only did, we go above and beyond for Ms. ******. But also reached out to her anytime we were made aware of any situation that she was confused or concerned about. The only time she called the store was to inquire about why her ********* account wasn't showing her correct available balance. Which we have no control over. However, to make sure that Ms. ****** was happy and in an attempt to resolve any concern that she may have had. We called the third-party company *********. And while on the phone with Ms. ******. Made sure that the correct adjustments were made. When that had been done. The sales associate asked Ms. ****** if that was all she needed. Ms. ****** said yes. So, when we received this letter stating that Ms. ****** had more concerns. It was news to us. However, again in an attempt to make sure Ms. ****** doesn't feel that she had a bad experience. We made every adjustment possible to her purchase. And in turn called her third-party lender ********* bank. And had the adjustments made to her financing account to her benefit. to an additional $240. We are deeply sorry again that Ms. ****** didn't feel that calling the store would make more sense and in turn get a quicker resolution to her issues. But we are happy to make any and all adjustments possible. In order for Ms. ****** to feel comfortable. Enclosed with this letter is a copy of her invoice and the CREDIT MEMO invoice. The credit memo invoice is the invoice that shows the adjustments made. Which is to her pillow purchase of $149.99. And her mattress protector $89.99. On top of the 25% off of the original ELP pricing. As far as what she has said transpired with our sales associate Shanan L******. All adjustments for her down payment were in fact made! Either taken off of the cost of the product. Or put in as a down payment. Which it all comes off of the total cost. As you can see via her invoice. Any and all adjustments benefitting Ms. ****** in her favor. Were either done by Shanan L******. Or done because Shanan L****** asked and stated that he felt that it needed to be done "if possible". In an attempt to make sure Ms. ****** felt as though she had a great experience with Metro Mattress. In his words "She is a nice woman. Who has known his family a long time". I hope that **** finds the free pillow and mattress protector satisfies any and all issues she may have.

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